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Your data, handled carefully

Privacy Policy.

Last updated: 25 July 2026

This policy explains how CharlieAssistant.ai (“Charlie”, “we”, “us”) collects, uses and protects personal information when you use our AI office‑assistant service. We handle personal information in line with the Australian Privacy Act 1988 and the Australian Privacy Principles (APPs). CharlieAssistant.ai is a service of Build Your Robot Pty Ltd (ACN 695 353 096 · ABN 58 695 353 096), the Australian company that provides the software.

What we collect

  • Account information — your name, business name, email, phone number and billing details.
  • Call information — when Charlie answers a call for your business, we process the audio, a transcript of the conversation, the caller’s phone number, and details the caller provides (such as their name, enquiry and preferred time).
  • In‑app voice — when you speak to Charlie inside the app, we process your microphone audio and a transcript of what you say to understand and answer you. This is handled by our speech and AI language sub‑processors (described below) and used only to respond to you.
  • Leads & records — the summaries, leads, bookings and notes Charlie creates from those calls.
  • Usage information — basic technical data (device, browser, log data) needed to run and secure the service.

How we use it

  • To answer calls, transcribe and understand them, and carry out the actions you’ve set up (qualify leads, book appointments, send confirmations, follow up).
  • To deliver call summaries and records to you, and to provide, maintain and improve the service.
  • To handle billing, support and account administration.

We do not sell your personal information or your callers’ information.

Service providers we share with

To run the service we use trusted sub‑processors, only as needed to provide it: telephony (call routing), speech‑to‑text and text‑to‑speech, AI language models, email/SMS delivery, and cloud hosting. Some of these providers process data outside Australia (including the United States). We take reasonable steps to ensure they protect the information consistent with this policy.

Google Calendar data

If you connect your Google Calendar, Charlie accesses your free/busy times and calendar events solely to: (a) avoid booking appointments over your existing commitments, and (b) create, update or delete the calendar events that mirror appointments booked with your business. We do not use Google Calendar data for advertising, we do not sell it, and no humans read it except as needed for support with your consent, for security, or to comply with law. Access tokens are stored encrypted. You can disconnect Google Calendar at any time from Integrations (which stops all access) or revoke access from your Google account security settings.

Charlie Assistant’s use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.

Recording calls

You are responsible for making sure calls to your business number may be lawfully answered, recorded and transcribed in your location, and for notifying callers where your local law requires it. We provide the tools; you control how they’re used for your business.

How long we keep it

We keep call records and related information for as long as your account is active and for a reasonable period afterwards, unless you ask us to delete it earlier or we’re required to keep it by law.

Your rights

You can ask to access, correct or delete the personal information we hold about you, or ask a question or make a complaint: chat with Charlie. We’ll respond within a reasonable time.

Security

We take reasonable technical and organisational measures to protect information from loss, misuse and unauthorised access. No system is perfectly secure, but we work to keep your data safe.

Bot protection

We use Cloudflare Turnstile to protect sign-in and registration from bots without showing you visible challenges. Turnstile evaluates technical browser signals to tell people apart from automated programs. Its use is governed by the Cloudflare Turnstile Privacy Addendum.

Changes

We may update this policy from time to time; the “last updated” date above shows when. For anything about your privacy, chat with Charlie or write to Redcliffe QLD 4019, Australia.