Privacy policy

Who we are

Frontli supplies AI voice agents to law firms in Australia. When one of our agents answers or makes a call for a client firm, that firm is the entity responsible for the personal information collected, and we act as its service provider.

This policy covers both the information we collect about our own customers and prospects, and the caller information we process on behalf of client firms.

What we collect

From callers, on behalf of a client firm: name, contact details, and the information the caller provides about their enquiry during the call. Where recording is enabled for that firm, an audio recording and a written transcript of the call.

From our customers and prospects: name, firm name, business contact details, state, and the information you provide when you contact us or use the service.

We do not seek sensitive information as defined in the Privacy Act. Callers to a law firm may volunteer it, in which case it is handled under the same terms as the rest of the call and under the client firm’s own obligations.

How we use it

Caller information is used to deliver the service the client firm has engaged us for: identifying the matter, qualifying the enquiry, booking appointments and passing the record to the firm.

Call content is never used to train any machine learning model, ours or a third party’s, and one firm’s data is never used to inform another firm’s agent.

Call recording and disclosure

Every agent identifies itself as an AI assistant within the first ten seconds of a call, before collecting any details, and confirms it if asked directly.

Where recording is enabled for a client firm, callers are told at the start of the call. A caller who does not wish to be recorded, or who does not wish to speak to an AI, can say so and the agent will take a message or transfer them instead.

A caller can ask for a recording of their own call to be deleted by emailing us. We will action it and confirm in writing.

Who we disclose it to

Caller information is disclosed to the client firm on whose behalf the call was made or answered. We do not sell personal information and we do not share one firm’s caller data with another.

We use third party service providers to deliver the service. Each is named, with its function and processing location, on our security page, which we update when the list changes. Some of these providers process personal information outside Australia, principally in the United States. We take reasonable steps to ensure they handle personal information consistently with the Australian Privacy Principles.

Storage and retention

Retention periods for call recordings and transcripts are set by each client firm and recorded in its agreement with us. Where a firm has not specified a period, recordings and transcripts are deleted 12 months after the call.

Access is limited to the two founders and to the client firm itself. We protect personal information with individually named accounts rather than shared logins, multi-factor authentication on the systems that support it, and access removed when an engagement ends.

When a client engagement ends, the firm’s data is exported to it on request and deleted from our systems within 30 days.

Accessing or correcting your information

You can ask for access to the personal information we hold about you, or ask us to correct it, by emailing giulio@frontli.com.au. We will respond within 30 days and may ask you to verify your identity first.

If you have called a law firm using our service and want your information removed, you can contact us directly or contact the firm, and we will coordinate with them.

Complaints

If you think we have mishandled your personal information, email giulio@frontli.com.au and we will respond within 30 days. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

Contact

Frontli
giulio@frontli.com.au