Privacy Policy

1. Introduction

Call Hero (ABN 83 746 320 423), operated by Chahed Dennaoui of Sydney, New South Wales, provides an AI-powered phone assistant for Australian clinics and businesses. Our assistant, Jade, answers inbound calls, captures caller details, and books appointments on behalf of our clients.

We are committed to protecting the privacy of everyone whose information we handle, in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

This policy explains what we collect, why, how we store it, and what rights you have.

2. Who this applies to

Clinic clients — practices and businesses that subscribe to Call Hero

Callers — people who ring a business using Call Hero

Website visitors — anyone browsing callhero.com.au

3. What we collect

4. Why we collect it

From callers — to answer their call, book their appointment, and provide a record of the conversation to the business they rang.

From clients — to provide and support the service, process payment, and communicate about their account.

From website visitors — to respond to enquiries and understand how the site is used.

5. Unsolicited information

Callers sometimes volunteer information we did not request — a symptom, a reason for the visit. Jade is configured to acknowledge this, note that it can be discussed with the practitioner, and return to booking. Volunteered clinical information is not extracted into structured fields and is not used for any purpose. This is consistent with Australian Privacy Principle 4.

6. How we store and protect it

All personal information is stored in encrypted databases hosted in Australia.

Data is encrypted at rest using AES-256 and in transit using TLS 1.2 or higher.

Access is restricted to the client whose business the call was made to, through their password-protected dashboard.

Call Hero staff access data only where necessary to provide technical support.

7. Service providers

We use third parties to deliver the service. Each processes data only to the extent required for their function:

Telephony provider — call routing. Australian region.

AI voice platform — speech recognition, conversation, speech synthesis.

Cloud database provider — data storage. Australian region.

Payment processor — client billing only. No caller data.

Voice processing may involve transmission of audio to infrastructure outside Australia during the call itself. Where this occurs, we take reasonable steps to ensure the recipient handles the information consistently with the Australian Privacy Principles, as required by APP 8. No personal information is permanently stored outside Australia.

8. Retention

Structured booking data — name, phone number, appointment details — retained for 2 years.

Call transcripts — 2 years.

Call recordings, where enabled — we take reasonable steps to ensure these are deleted within 90 days. This currently relies on the retention configuration of our voice processing provider. An independently verified automated deletion process is on our development roadmap.

Client account data — for the duration of the subscription and 7 years thereafter, as required by Australian tax law.

Website enquiry data — 2 years.

Where recording is disabled for a client, no audio is captured at any point.

9. Disclosure

We do not sell personal information.

Call transcripts, summaries and booking details are provided to the business the caller rang. That is the purpose of the service.

We may disclose information where required by law, court order, or regulatory authority.

10. Your rights

Under the Australian Privacy Principles you may:

Access the personal information we hold about you (APP 12)

Request correction of information that is inaccurate or out of date (APP 13)

Ask how your information is being used (APP 5)

Complain about how we have handled your information

Email [email protected]. We respond within 30 days.

11. Data breaches

Call Hero is subject to the Notifiable Data Breaches scheme. If a breach occurs that is likely to result in serious harm, we will contain and assess it, notify the Office of the Australian Information Commissioner within 72 hours of becoming aware, and notify affected individuals as soon as practicable.

12. Caller notification

Jade identifies herself as an AI assistant at the start of every call, as required by APP 5. Where recording is enabled, she also notifies the caller that the call may be recorded.

Businesses using Call Hero remain responsible for any additional notification required by their own privacy policy or professional obligations.

13. Cookies and analytics

Our website uses standard analytics to understand how visitors use the site. This collects non-identifying information such as pages visited and time on site. You can disable cookies in your browser without affecting your ability to use the site.

14. Changes

We may update this policy. The current version is always at callhero.com.au/privacy. Clients will be notified by email of material changes.

15. Contact

Privacy enquiries:

Call Hero

Attn: Privacy Officer

Email: [email protected]

ABN 83 746 320 423

Sydney, New South Wales, Australia

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner at oaic.gov.au or 1300 363 992.