Vokals Privacy Policy
Commitment
We are committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.
We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (the Privacy Act). The APPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.
A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at https://www.oaic.gov.au/
- What is Personal Information and why do we collect it?
Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include: names, addresses, email addresses, phone and facsimile numbers.
This Personal Information is obtained in many ways including interviews, correspondence, by telephone and facsimile, by email, via our website, from your website, from media and publications, from other publicly available sources, from cookies and from third parties. We don’t guarantee website links or policy of authorised third parties.
We collect your Personal Information for the primary purpose of providing our services to you, providing information to our clients and marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing.
When we collect Personal Information, we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.
If you use our website or admin portal, we may receive data such as IP address, user IDs, command payloads, metadata (e.g. timestamps), browsing data and message content when explicitly authorised. This data is only used to provide the functionality of the app and is not sold or shared with third parties. Any data that is not essential to the optimal working of the platform functionality is discarded and not stored.
- AI and Knowledge Management
- Knowledge added by users may include documents, scraped content, and embeddings.
- Knowledge expiry and duplicate detection are built-in to respect retention principles.
- Embeddings may be processed in vector DBs, either on Vokals infrastructure or BYO user-provided DBs.
- Use of Information
- To deliver AI-powered responses and agent handovers.
- To generate conversation summaries and analytics.
- To improve system performance while respecting privacy-by-design principles.
- Sensitive Information
Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual’s racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.
Sensitive information will be used by us only:
- For the primary purpose for which it was obtained
- For a secondary purpose that is directly related to the primary purpose
- With your consent or where required or authorised by law.
- Storage & Security
- Data stored securely on AWS infrastructure (AES-256 encryption, HTTPS in transit).
- Vector databases are isolated from application servers.
- Retention: Personal data deleted when no longer required, embeddings follow expiry rules.
- Cross-Border Transfers
Where data is processed outside Australia (e.g., AWS regions, third-party models), we ensure equivalent privacy protections are in place and disclose such transfers.
- Data Breach Response
In line with OAIC’s Notifiable Data Breaches scheme, Vokals will notify affected individuals and the OAIC if a breach is likely to result in serious harm.
- Third Parties
Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.
- Disclosure of Personal Information
Your Personal Information may be disclosed in a number of circumstances including the following:
- Third parties where you consent to the use or disclosure; and
- Where required or authorised by law.
- Security of Personal Information
Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.
When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.
- Access to your Personal Information
You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.
Vokals will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.
In order to protect your Personal Information, we may require identification from you before releasing the requested information.
You may request deletion of your personal data at any time by contacting us at admin@vokals.ai. We will respond to such requests within a reasonable timeframe and ensure permanent deletion of your data, unless we are legally required to retain it.
- Maintaining the Quality of your Personal Information
It is an important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.
- Policy Updates
This Policy may change from time to time and is available on our website.
- Disclaimer & Customer Responsibilities
- Vokals takes all reasonable steps to secure and protect personal information in accordance with the Australian Privacy Principles.
- Customers are responsible for the type of information they choose to share and store within the platform. Uploading unnecessary, excessive, or unrelated personal information is discouraged.
- Where Vokals provides integrations with trusted third-party services (e.g. AWS hosting, Bright Pattern connectors), we ensure those providers meet appropriate security and compliance standards.
- Where customers choose to connect Vokals with other third-party services under their own control, the customer remains responsible for the privacy and security practices of those services.
- Privacy Policy Complaints and Enquiries
If you have any queries or complaints about our Privacy Policy please contact us at: admin@vokals.ai