Privacy Policy

Who we are

Vokala is an AI voice receptionist service operated by Resumost Pty Ltd (ABN 53 615 908 257), Melbourne, Australia. Contact us at hello@vokala.com.au for any privacy questions.

What we collect

• Account details: your name, email address and business name when you register.
• Billing details: processed securely by Stripe. We never see or store your full card number.
• Call data: when Ava answers calls on your behalf, we store call metadata (caller number, time, duration), AI-generated call summaries, transcripts and any bookings created from the call. All call data is encrypted in transit and at rest, processed automatically on our servers — our staff cannot listen to your calls or read your transcripts.
• Calendar & contact data: if you connect Google or Microsoft 365, we access your calendars to create bookings and read event availability, and we store contact details learned from calls (name, phone, address) so repeat callers are recognised.
• Usage data: basic analytics about how you use the dashboard (pages visited, features used).

How we use it

• To answer your business calls, take messages and create bookings.
• To show you call history, contacts and summaries in your dashboard.
• To send you call notifications by email, SMS or messaging integrations you enable.
• To bill you for your subscription and metered overage minutes.
• To improve the service and keep it secure.

We do not sell your data or your callers' data. We do not use your call content to train AI models.

Who we share it with

• Telephony & AI providers (Twilio, Retell AI) — to place and process calls.
• Stripe — to process payments.
• Google / Microsoft — only if you connect your account, and only the scopes you approve (calendar, email sending).
• Notification services you enable (e.g. Slack, Microsoft Teams webhooks).

These providers process data only on our instructions and under their own privacy obligations. We disclose data only when required by Australian law.

Callers' privacy

Callers who speak with Ava are told they are speaking with an AI assistant. Call recordings and transcripts are kept so we can provide you with accurate summaries and records. If a caller asks for their data to be deleted, contact us and we will action it.

Data retention & security

Call records are retained while your account is active and for a reasonable period afterwards for billing and dispute purposes. You can request deletion of your data at any time.

Your data — including account details and call records — is encrypted in transit (TLS) and at rest (AES-256), and is processed automatically by our systems. Access is strictly limited: our employees cannot browse, listen to, or read your calls, transcripts, or summaries. Human access to production data occurs only when you explicitly ask us to investigate a support issue, and is logged.

Your rights

Under the Australian Privacy Act 1988 you may request access to, or correction of, the personal information we hold about you, and you may complain to us (then to the OAIC) if you believe we have breached your privacy. Email hello@vokala.com.au and we will respond within 30 days.

Changes

We may update this policy as the service evolves. Material changes will be notified via the dashboard or email.