1. Who we are
"FrontDesk Pro", "we", "us" and "our" refers to the provider of the FrontDesk Pro AI receptionist service. If you are a customer clinic/business ("Client"), you control how the service is configured for your business.
2. What information we collect
Depending on configuration, we may collect and process:
- Caller information: name, phone number, and call content.
- Call metadata: date/time, duration, call outcome, and routing information.
- Booking details: appointment type, preferred times, and other booking-related information provided by the caller.
- Client information: business contact details, configuration settings, and support communications.
- SMS/email delivery records: message content and delivery status.
3. Call recordings and transcripts
Calls may be recorded and/or transcribed to provide the service, generate summaries, improve call handling, and for quality assurance. Recording behaviour may vary depending on your configuration and telephony provider.
4. How we use information
We use information to:
- Answer calls, capture leads, and (where enabled) book appointments.
- Send notifications to Clients via SMS and/or email.
- Provide support, onboarding, and service improvements.
- Detect and prevent fraud, abuse, or security issues.
- Comply with legal and regulatory obligations.
5. Disclosure to third parties
To deliver the service, we may use third-party providers (e.g., telephony, AI, messaging, hosting, analytics). These providers may process information on our behalf under contractual obligations.
Examples may include:
- Telephony providers for call routing and numbers.
- SMS/email providers for notifications.
- AI providers for voice and language processing.
- Hosting providers for infrastructure.
6. Data storage and security
We take reasonable steps to protect information from misuse, interference, loss, unauthorised access, modification, or disclosure. No system is perfectly secure, and you acknowledge risks inherent to internet-based services.
7. Data retention
We retain information only as long as reasonably required for service delivery, support, compliance, and dispute resolution. Retention periods may vary depending on configuration and legal requirements.
8. Your choices
Clients can request changes to configuration (e.g., notifications, call recording settings where available).
Individuals may request access to or correction of personal information, subject to legal limits.
9. International data transfers
Some third-party providers may store or process data outside Australia. Where this occurs, we take reasonable steps to ensure appropriate protections are in place.
10. Contact
If you have questions or requests about this policy, contact us:
Email: support@frontdeskpro.com.au
This policy is general information and does not constitute legal advice. Consider obtaining legal advice to tailor this policy to your exact setup.