Privacy Policy
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Last updated: [PUBLICATION DATE]
This policy explains how we handle personal information in connection with our website, enquiries, demonstrations, client relationships and services.
1. Who we are
Astrel Systems provides AI receptionist and business automation services to Australian businesses.
Astrel Systems is operated by Tane Pari, trading as Astrel Systems, ABN - 30468061419, based in Darwin, Northern Territory.
We handle personal information in accordance with applicable Australian privacy laws. This policy does not limit any rights available under those laws.
Privacy contact
Email: support@astrelsystems.com.au | Postal address: Suite 2.02 165 Phillip St Sydney NSW 2000
2. Information we collect
Depending on how you interact with us, we may collect:
Your name, business name, industry, email address and telephone number.
Job addresses, service requirements, preferred timeframes, access instructions and other information supplied during an enquiry.
Correspondence, support requests, feedback and booking details.
Client business information, authorised staff contacts and configuration instructions.
Call metadata, including telephone numbers, dates, times, duration and transfer outcomes.
Call audio where recording is enabled and applicable notice and consent requirements are met.
Transcripts, summaries, extracted enquiry details and automated call assessments where enabled.
Integration identifiers and access credentials necessary to operate authorised connections.
Billing contacts, invoice records, payment status and transaction references.
Technical information generated through website or service use, such as IP addresses, browser and device details and security logs.
Please do not include passwords, payment card details, identity documents or unnecessary sensitive information in ordinary enquiry forms or receptionist calls.
We do not intentionally request sensitive information through standard enquiries. Where sensitive information is reasonably necessary, we will obtain consent where required or rely on another lawful basis permitted by applicable law.
3. How we collect information
We collect information directly when you submit a form, contact us, make a booking, speak with an AI receptionist, use a demonstration, become a client or request support.
We may also receive information from a client business, its authorised staff, a caller acting on another person’s behalf, or an authorised connected system.
Technical information may be collected automatically by the systems used to deliver and secure our website and services.
Where reasonable and practicable, you may make a general enquiry anonymously or using a pseudonym. Some activities require identifying information, such as arranging a callback, booking a meeting, delivering a job enquiry or providing a paid service. If you choose not to provide necessary information, we may be unable to complete that activity.
4. Why we use information
We use personal information as reasonably necessary to:
Answer enquiries and explain our services.
Arrange demonstrations and discovery calls.
Configure, deliver and support agreed receptionist and automation services.
Capture and route job requests, staff follow-ups and other messages.
Send service notifications and authorised customer acknowledgements.
Make authorised bookings where a booking integration is enabled.
Maintain client relationships and administer billing.
Investigate faults, review service quality and improve agreed workflows.
Protect systems, prevent misuse and resolve disputes.
Meet applicable legal obligations.
We do not treat an ordinary enquiry, service notification or demonstration as automatic consent to unrelated marketing.
5. AI receptionists, demonstrations and recordings
Our AI receptionists use automated speech and language processing to interpret calls and produce responses, transcripts, summaries and structured information.
AI-generated information can contain mistakes. If information about you is inaccurate, please contact us or the business you called so it can be reviewed and corrected.
Our standard client receptionist captures requests and preferred timeframes; the client business confirms appointments. Astrel’s sales receptionist may create discovery bookings where an authorised calendar connection is enabled.
Our AI systems classify enquiries, identify urgency using configured business rules, and generate call summaries and assessments to help route and manage requests. These processes use information provided during the call. The receiving business remains responsible for accepting work, confirming service appointments and providing quotes. If you believe an automated assessment is incorrect, contact us or the business you called to request human review.
Where calls are recorded or transcribed, the relevant call flow must provide appropriate notice and obtain consent where required. This policy does not replace any notice or consent required when a call begins.
Telephone calls handled by Astrel Systems' AI receptionists are recorded, transcribed and analysed for quality assurance, service improvement and technical troubleshooting purposes. This information allows us to monitor system performance, identify errors, improve conversational accuracy and enhance the reliability and effectiveness of our AI receptionist services. Callers are notified of these recording practices at the beginning of each call. Recordings, transcripts and associated analysis data may be securely processed and stored by authorised third-party technology providers supporting our services, including Retell AI. Access to this information is restricted to authorised personnel and service providers for legitimate business purposes. Astrel Systems handles call-related personal information in accordance with applicable Australian privacy laws and maintains reasonable safeguards against unauthorised access, misuse and disclosure. Callers may contact us to enquire about how their information is handled or to exercise applicable privacy rights.
For public demonstrations, use invented job details and avoid sharing another person’s personal information.
We will obtain specific permission before publishing an identifiable customer recording or testimonial. Using our service or demo does not, by itself, authorise publication of your call.
Astrel Systems uses artificial intelligence technologies to provide, maintain and improve its automated receptionist services. Call recordings, transcripts and associated information may be reviewed and analysed to evaluate system performance, identify errors, troubleshoot technical issues and improve conversational accuracy, reliability and service quality. These activities may involve adjustments to system prompts, knowledge bases and automated workflows. Astrel Systems does not currently use customer personal information to independently train or fine-tune underlying artificial intelligence models. Third-party AI service providers may process information in accordance with their applicable contractual terms, privacy policies and data protection arrangements, which may include the use of aggregated or de-identified information for service development and improvement.
6. Information handled for client businesses
When you call a receptionist operating for one of our clients, we handle information to provide that client’s agreed service. Relevant information may be delivered to the client’s authorised recipients and connected systems.
The client business determines how it handles the resulting enquiry, job or customer relationship. Its own privacy policy may also apply.
For questions about a client’s services or its customer records, contact that business first. You may also contact Astrel about information we hold or our handling of it. Where appropriate, we will coordinate with the client to respond.
7. Who receives information
We may disclose relevant personal information to:
The business you contacted and its authorised staff.
Service providers supporting hosting, telephony, AI processing, workflow automation, email, messaging, calendars, billing and technical support.
Connected systems authorised for the relevant client workflow.
Professional advisers where reasonably necessary.
Regulators, authorities or other parties where required or authorised by law.
Our service stack includes Framer, Retell AI, Make, Twilio and Google services. ServiceM8 is used where the client has selected and authorised that integration. Not every provider receives every category of information.
Astrel Systems engages trusted third-party technology providers to operate, maintain and deliver its services. These providers include Retell AI for AI-powered telephone reception, transcription and call analysis; Twilio for telecommunications and messaging; Make for workflow automation; Google Workspace services for appointment scheduling and business communications; and Stripe for payment processing. We also use third-party website hosting and infrastructure providers, together with underlying artificial intelligence, speech recognition and voice synthesis providers that support our AI receptionist systems. Depending on the service provided, these organisations may process personal information such as contact details, appointment information, call recordings, transcripts and payment-related information. We seek to ensure that third-party providers handle personal information in accordance with applicable contractual obligations, security requirements and privacy legislation. Some providers may process or store information outside Australia, as further described in this Privacy Policy.
We limit information sharing to what is reasonably necessary for the relevant purpose. We do not describe a provider as receiving only anonymous information unless that has been verified.
8. Overseas processing and storage
Some providers may store, process or access personal information outside Australia. Relevant locations depend on the provider, account region, service configuration and subprocessors.
Astrel Systems engages third-party technology providers to deliver its artificial intelligence, telecommunications, automation, scheduling and payment processing services. In providing these services, personal information, including contact details, call recordings, transcripts, customer enquiries and appointment information, may be transferred to, stored in or processed in countries outside Australia, including the United States. Depending on the providers used and their infrastructure configurations, information may also be processed in other countries. We take reasonable steps, where required by applicable Australian privacy law, to ensure overseas recipients handle personal information consistently with applicable privacy protections. International processing and storage arrangements are subject to the security measures, contractual obligations and data protection practices of the relevant service providers. Individuals may contact Astrel Systems for further information about how their personal information is handled internationally.
Where applicable law requires it, we take reasonable steps before overseas disclosure to ensure appropriate handling of personal information.
Use of our website or services is not treated as a blanket waiver of protections relating to overseas disclosure.
9. Website cookies and analytics
Our website and embedded services may process technical information needed to load content, deliver functionality and protect against misuse.
Astrel Systems uses website technologies and third-party integrations to operate its website, provide interactive features and facilitate appointment scheduling. These may include essential cookies, browser storage, embedded booking tools and artificial intelligence demonstration services. Such technologies may process limited technical information, including IP addresses, browser information and information voluntarily submitted through website forms or interactive features. Our appointment scheduling functionality uses Google Calendar, while our AI receptionist demonstrations may involve third-party voice and artificial intelligence service providers. Astrel Systems does not currently intentionally use optional website analytics, advertising pixels or behavioural tracking technologies for targeted advertising. Certain essential technologies may nevertheless be used by our website hosting provider and integrated services to support functionality, security and service delivery. Visitors may manage applicable cookies through their browser settings, although disabling certain technologies may affect website functionality.
You can manage cookies through your browser settings. Blocking some technologies may affect website functionality. Where applicable law requires consent for optional tracking, those technologies will not be enabled before that consent is obtained.
Following a link to an external website may expose your information to that provider’s separate privacy practices.
10. Marketing and communications
We use contact details to respond to enquiries and send communications connected with the services requested.
If we send promotional email or SMS, we will do so only as permitted by applicable law and provide an appropriate way to unsubscribe. You can also contact us to withdraw marketing consent.
Unsubscribing from marketing does not prevent necessary communications about an active service, billing, security or an enquiry you have made.
11. Security
We take reasonable steps to protect personal information against misuse, interference, loss and unauthorised access, modification or disclosure.
Astrel Systems takes reasonable steps to protect the personal information it collects, processes and stores against misuse, interference, loss, unauthorised access, modification and disclosure. Our security practices are designed to limit access to personal information to individuals and service providers who require it for legitimate business purposes. We use established third-party technology providers to support our AI receptionist, telecommunications, automation, scheduling and payment services, and consider relevant security and privacy practices when selecting these providers. We review our information-handling arrangements as our services develop and seek to address identified security risks. While we take reasonable precautions to safeguard personal information, no method of electronic transmission or storage can be guaranteed to be completely secure.
No electronic system can be guaranteed completely secure.
If we become aware of a suspected data breach, we will investigate and respond. We will notify affected individuals and relevant authorities where required by applicable law and coordinate with affected clients where appropriate.
12. Retention and deletion
We retain personal information for as long as reasonably needed for the purpose for which it was collected, including service delivery, security, dispute resolution and applicable legal recordkeeping.
Astrel Systems retains personal information only for as long as reasonably necessary to fulfil the purposes for which it was collected, provide our services, maintain operational records and comply with applicable legal obligations.
Website enquiries and prospective client information are generally retained for up to 12 months following the last relevant interaction. Call recordings, transcripts and associated analysis data collected through our AI receptionist services are generally retained for up to 90 days for quality assurance, technical troubleshooting and service improvement purposes, unless a longer period is reasonably necessary, contractually agreed with a client or required by law.
Technical records, automation histories and communication logs are retained for periods appropriate to their operational and troubleshooting purposes. Client configuration and service records may be retained throughout the client relationship and for a reasonable period following termination.
Financial and accounting records are retained for the periods required under applicable Australian taxation and corporate legislation.
Where personal information is no longer reasonably required, Astrel Systems takes reasonable steps to securely delete or de-identify it, subject to applicable legal, contractual and technical requirements. Information held in backups or by third-party service providers may remain temporarily subject to their applicable retention and deletion procedures.
When information is no longer required and retention is not legally required, we take reasonable steps to securely destroy or de-identify it.
Client offboarding is also governed by the relevant service agreement. Ending a service does not necessarily result in immediate deletion of all records. Copies held independently by client businesses or other recipients are subject to their own obligations and retention practices.
13. Access, correction and deletion requests
You may contact us to request access to personal information we hold about you, ask us to correct inaccurate information or request deletion.
We may need to verify your identity and clarify the request before acting. We will request only information reasonably necessary for that process.
We will respond within applicable legal timeframes. Access or deletion may be limited where information must be retained, another person’s privacy would be affected or another lawful exception applies. Where appropriate, we will explain our decision and available complaint options.
If the information is held for a client business, we may need to coordinate with that business. You can also contact the business directly.
14. Privacy complaints
Please contact our privacy contact with details of your concern and the outcome you are seeking.
We will acknowledge your complaint, review the relevant circumstances and aim to provide a substantive response within 30 days. If more time is needed, we will explain why and provide an update.
If you are dissatisfied with our response, you may contact the Office of the Australian Information Commissioner for guidance or to make a complaint where it has jurisdiction:
15. Changes to this policy
We may update this policy as our services, practices or legal obligations change. The current version will be available on this page with its update date.
Where required, we will provide additional notice or seek consent before making a material change to how personal information is handled.
END OF POLICY