Privacy policy
This policy explains what personal information we handle, why, and what you can ask us to do about it. It is written to be read, not to be survived.
Last updated
Who this policy covers
Firetone is a voice platform operated by RemotIQ Pty Ltd (ABN 91 682 628 128), registered at [registered office address]. In this policy, “we” and “us” mean RemotIQ.
We handle personal information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles. This policy applies to our website, our sales and support activity, and the Firetone platform itself.
Two very different kinds of information
Some information we decide what to do with. That covers people who visit our site, request a trial, or contact us. We choose why it is collected and how long it is kept, and this policy governs it.
Other information we only handle on a customer's instructions. When a business runs calls on Firetone, the recordings, transcripts and contact lists belong to that business. We process them to provide the service. If you were called by a Firetone customer, their privacy policy governs that call, not ours.
What we collect directly from you
When you use our website or deal with us commercially, we may collect:
- Your name, work email address, phone number and employer
- What you told us about your requirements, in a form or a conversation
- Records of our correspondence, including support tickets and call notes
- Billing and account details where you become a customer
- Technical data from your visit: IP address, browser, pages viewed, referring page
What we handle on behalf of customers
Operating the platform means processing information our customers put into it. That can include:
- Call audio recordings, and transcripts generated from them
- Contact lists, phone numbers, and consent and suppression state
- Call metadata: numbers dialled, times, durations and outcomes
- AI-generated summaries, sentiment indicators and quality scores
- Agent and administrator account details for the customer's own staff
Call recordings and transcripts
Recordings and transcripts are isolated per customer. They are not pooled across customers, and they are not used to train models shared with anyone else.
Recording law in Australia is not uniform. Federal interception law and state and territory surveillance devices legislation both apply, and obligations differ depending on where the parties are. Our customers configure recording and are responsible for the notice and consent their calls require. We supply the controls, not the legal determination.
Why we use information
- To provide, maintain and support the platform
- To respond to enquiries and set up trials
- To bill customers and keep the accounting records the law requires
- To investigate misuse, security incidents and suspected fraud
- To improve our own service, using aggregated or de-identified data
- To meet obligations under Australian law, or a valid order from a court or regulator
When we disclose information
We do not sell personal information. We disclose it to service providers who help us run the platform — hosting, carriage, payment processing and support tooling — and only so far as they need it to do that work. A current list of these providers is available on request from privacy@remotiq.com.au.
We may also disclose information where the law requires it, where it is needed to investigate serious misuse, or in connection with a sale or restructure of our business. In that last case the recipient is bound to handle it consistently with this policy.
Where information is stored
Some of our service providers operate outside Australia. Where personal information is disclosed to an overseas recipient, we take the steps Australian Privacy Principle 8 requires before doing so.
Customers who cannot allow call media or recordings to leave a particular location can run Firetone on-premise or in a hybrid deployment, where that data stays in their own environment.
How long we keep it
For information we control, we keep it only as long as we need it for the purpose we collected it, or as long as a law requires. Financial records, for example, are subject to statutory retention periods.
For customer call data, the customer sets retention per extension and per campaign. When a customer's agreement ends, their data is deleted or returned in line with their agreement. Specific default retention periods are [to be confirmed and stated here].
Security, and being honest about it
We use encryption in transit and at rest, per-tenant isolation, access controls and logging. Access to customer data by our staff is limited to what support and operations genuinely require.
No system is perfectly secure, and we do not claim otherwise. We hold no security certification we have not named on this site. If we suffer an eligible data breach we will notify affected individuals and the Office of the Australian Information Commissioner as the Notifiable Data Breaches scheme requires.
Accessing and correcting your information
You can ask us what personal information we hold about you and ask us to correct it. Write to privacy@remotiq.com.au. We will respond within a reasonable period, and we will tell you if we cannot do what you asked and why.
If your information sits in a customer's Firetone tenant, we will refer you to that customer, because it is theirs to correct. We will help them do it.
Cookies and analytics
Our website uses only the cookies needed to serve the site. [Confirm and list any analytics or marketing cookies actually in use before publishing this section.]
You can block cookies in your browser. The site will continue to work.
Complaints
If you think we have mishandled your personal information, contact us first at privacy@remotiq.com.au. We will investigate and respond.
If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au.
Changes to this policy
We update this policy when our practices change. The date at the top shows when it last changed, and material changes will be notified to customers before they take effect.