Privacy Policy
Last updated: 1 September 2026
This policy explains how Callence (“we”, “us” or “our”) handles personal information collected through this website, guided demonstrations, customer workspaces and the Ava telephone service.
Information we collect
For website and demonstration enquiries, we may collect your name, business name, work email, telephone number, industry, enquiry volumes, operational challenges and the contents of messages you send to us. For customer accounts, we may also collect authorised-user details, business services, operating hours, service areas, escalation rules and notification settings. Our hosting and security providers may process ordinary technical information such as IP address, device, browser and website usage data.
Why we collect it
We use information to respond to enquiries, arrange demonstrations, assess service suitability, configure customer workspaces, operate Ava, deliver lead notifications, secure and improve the service, comply with legal obligations and maintain business records. We do not sell personal information.
Guided demonstrations
Demonstrations are arranged by request and may use a fictional or business-approved scenario. Please do not provide real customer records, health information, financial information or other sensitive material when requesting a demonstration. Demonstrations do not create appointments, quotes or professional advice.
Ava telephone calls and lead records
When a participating business forwards a call to Ava, voice audio is processed in real time by our telecommunications and artificial-intelligence providers so Ava can respond. We may process the calling and dialled numbers, call time and status, and confirmed lead details such as the caller’s name, callback number, service address, suburb, issue, urgency, safety information, preferred timing, access notes and requested next step.
Callence does not currently store telephone audio recordings or a full written call transcript. It stores call metadata and the structured lead information confirmed during the call. If recording or full-transcript storage is introduced, this policy and the applicable caller notice will be updated before activation.
SMS lead notifications
Where a customer enables SMS alerts, confirmed lead information is sent to the mobile recipients nominated by that customer. We may store the recipient number, delivery status, provider message reference and a limited error record. Customers are responsible for keeping recipient access current and removing people who should no longer receive lead information.
Service providers and overseas processing
We may use providers for website hosting, database services, security, telecommunications, SMS delivery and artificial-intelligence processing. These providers may process information outside Australia and apply their own security and privacy controls. We disclose only what is reasonably needed for the service they provide.
Storage and security
We use access controls, workspace separation, encrypted provider credentials, verified webhooks, rate limiting and other reasonable technical and organisational measures to protect information from misuse, interference, loss and unauthorised access. No internet-based system can be guaranteed completely secure. We retain information only for as long as reasonably required for the purposes described above, the customer relationship or applicable law.
Business customers and caller notices
Business customers are responsible for ensuring that their use of Callence, call forwarding and lead notifications is lawful and consistent with notices they give their callers, employees and contractors. The applicable written service agreement will identify the contracting legal entity and any customer-specific data-handling requirements.
Access, correction and complaints
You may ask to access or correct personal information we hold about you, or raise a privacy concern, by using our contact form. We may need to verify your identity before acting on a request. If you are not satisfied with our response, information about Australian privacy complaints is available from the Office of the Australian Information Commissioner.
Changes to this policy
We may update this policy as our services and legal obligations change. The current version will be published on this page with its effective date.