Privacy Policy

Who we are

Mizan Solutions (ABN 90 131 173 643) ("Mizan", "we", "us") provides AI receptionist services to businesses in Australia. We're based in Perth, Western Australia. This policy explains how we handle personal information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

Contact: contact@mizansolutions.com.au · Website: https://mizansolutions.com.au

What we collect

From people who contact us or request a demo through this website: your name, email address, phone number, business name, industry, the plan you're interested in and anything you write in your message. You don't have to give us these details, but we can't arrange a demo without a way to contact you.

From callers to our clients' businesses: when a business uses Mizan, our AI receptionist answers calls on that business's behalf. Calls are recorded and transcribed, and Mizan collects the details needed to help the caller, such as name, phone number, address and what the job or appointment is about. At the start of every call, Mizan tells callers that they're speaking with an AI receptionist and that the call is recorded and transcribed, in line with the Surveillance Devices Act 1998 (WA) and the Telecommunications (Interception and Access) Act 1979 (Cth).

From people who try the live demo call on our website: a recording and transcript of the call. See "Live demo calls on our website" below.

Technical information: our website host keeps standard server logs (such as IP address, browser type and pages requested) for security and to keep the site running.

How we use it

• To respond to enquiries and demo requests and to provide our services
• To answer, summarise and route calls for our clients, book appointments and send call summaries and confirmations
• To review calls with our clients and improve how Mizan handles them
• To bill our clients and meet our legal obligations

We don't sell personal information, and we don't use callers' information for our own marketing.

Health and other sensitive information

Our standard service is for booking appointments and handling general enquiries. It isn't designed to collect health information or other sensitive information (as defined in section 6 of the Privacy Act 1988 (Cth)), such as symptoms, diagnoses or treatment history.

For health businesses, such as allied health and physio practices, we set Mizan up to take bookings and contact details only, not clinical details. If a caller volunteers health information anyway, it may appear in the call recording and transcript, which are kept only for the period the business chooses. We only provide a service that collects health information under a separate written health data agreement with a health service provider.

Marketing messages

If you request a demo, we'll contact you about your enquiry. We only send marketing emails or texts with your consent, as required by the Spam Act 2003 (Cth). Every marketing message identifies Mizan Solutions as the sender and includes a way to unsubscribe, and we act on unsubscribe requests within 5 business days.

Booking confirmations, reminders and call summaries that Mizan sends on behalf of our clients are transactional messages, not marketing.

When we act for our clients

When Mizan answers calls for a business, that business decides why the information is collected and what happens to it, and we handle it on their behalf. If you've called a business that uses Mizan and want to access or correct your information, you can contact that business or us.

Live demo calls on our website

Our website lets you talk to Mizan, our AI receptionist, in your browser. Before the call starts we tell you that you're talking to an AI and that the call is recorded, and the call only starts when you agree.

• What we collect: a recording of your voice, a transcript of the conversation, and call details such as the time and length of the call. We don't ask for your name or contact details during the demo, so please don't share sensitive personal information.
• Why: to run the demo and to check and improve how Mizan performs. We don't use demo recordings for marketing or to identify you.
• Who processes it: Retell AI, our voice AI platform, together with the AI model and voice providers it uses (such as OpenAI and ElevenLabs). They process the call overseas, including in the United States.
• How long we keep it: demo recordings and transcripts are deleted automatically after 30 days.
• To limit abuse, we keep a one-way scrambled (hashed) version of your IP address for 24 hours to cap how many demo calls each visitor can make. It can't be turned back into your IP address.
• Before a demo call starts, Cloudflare Turnstile runs a quick check that you're a person and not a bot. To do this, Cloudflare looks at technical signals from your browser and device, such as your IP address and browser characteristics. Cloudflare says it doesn't use this information for advertising. Cloudflare processes this information on its global network, including in the United States.

To ask us to delete a demo recording sooner, email contact@mizansolutions.com.au with the date and approximate time of your call.

Who we share it with

We use trusted service providers to run Mizan. They only receive the information they need to provide their service to us:

• Retell AI: the voice AI platform that runs Mizan's conversations, recordings and transcripts, and the AI model and voice providers it uses (such as OpenAI and ElevenLabs)
• Telnyx: the phone network provider for our Australian numbers, call routing and SMS
• Calendar and booking tools our clients choose to connect, such as Cal.com, Calendly or GoHighLevel
• Netlify: our website host, which also receives demo request form submissions
• Cloudflare: runs the Turnstile human check before a live demo call starts
• Email and accounting providers we use to run the business

We'll also share information if the law requires it.

Overseas disclosure

Some of these providers store or process information outside Australia. The main country is the United States (Retell AI, OpenAI, Netlify, Cloudflare and the calendar tools above); some providers may also use servers in other countries, such as in Europe. Where that happens, we take reasonable steps to make sure they protect it, for example by using providers that are independently audited against security standards such as SOC 2 and ISO 27001.

How long we keep it

Demo enquiries are kept for as long as we need them to follow up and manage our relationship with you. Call recordings and transcripts are kept for the period each client chooses, from 1 day up to 2 years, and then deleted automatically.

Keeping it secure

We hold personal information electronically, with our service providers and in our email and business systems. We don't keep paper records of calls. We limit who can access personal information, use secure links for call recordings, and choose providers with recognised security certifications. No system is completely secure, but we take reasonable steps to protect information from misuse, loss and unauthorised access.

Accessing or correcting your information

You can ask to see or correct the personal information we hold about you by emailing contact@mizansolutions.com.au. We'll respond within 30 days.

Complaints

If you have a concern about how we've handled your information, email contact@mizansolutions.com.au and we'll work with you to resolve it. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

Changes to this policy

We may update this policy from time to time. The latest version will always be on this page.