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Privacy Policy

Last updated: July 23, 2026

1. Introduction

DemoLabs Pty Ltd ("we", "us", "our") operates the Frontly AI front desk service. This privacy policy explains how we collect, use, disclose, and protect your personal information in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

2. Information We Collect

We collect information you provide directly to us, including: name, email address, phone number, agency name, and information shared during calls handled by our AI system. Call recordings and transcripts are stored securely in Australian data centres.

3. Data Storage and Overseas Processing

Your data is stored in Australia on Australian-hosted, encrypted infrastructure. To deliver real-time voice answering and AI conversation, limited call content (such as what a caller says during a call) is transmitted to specialist voice and language-model providers, some of which are located outside Australia, solely for immediate processing. This transmission is encrypted, and those providers are contractually prohibited from retaining or storing your data. We collect only limited personal information, typically a caller's name and phone number together with appointment or enquiry details, and we do not process sensitive records. This cross-border handling is conducted in accordance with the Australian Privacy Principles, including APP 8. Australian data residency, where all processing occurs within Australia, is available to Enterprise customers on request.

4. Website Analytics and Advertising

This section explains what we collect when you browse this website, as distinct from the call data covered above. When you visit frontly.com.au we and our providers use cookies, browser storage, and similar technologies to record how the site is used. This includes pages viewed, links and buttons clicked, forms started and submitted, test calls started, scroll depth, approximate location derived from your IP address, device and browser type, and the referring website or advertising campaign that brought you here.

We use the following providers for this purpose:

  • Google Analytics 4, to measure traffic, acquisition channels, and conversions.
  • PostHog, to analyse product usage and conversion funnels. PostHog data for this site is hosted in the European Union.
  • Meta (Facebook and Instagram) Pixel and Conversions API, to measure and optimise our advertising.
  • TikTok Pixel and Events API, for the same advertising measurement purpose.

Some of these events are also sent to Meta and TikTok directly from our servers rather than from your browser, so that the same action is not counted twice and so that measurement still works when a browser extension blocks the in-page tag. Where an event relates to an enquiry or a purchase, we may include your email address and phone number in an irreversibly hashed form so the advertising platform can match the conversion to an existing account. We do not send the platforms your name, your message content, or anything a caller said during a call. These providers process data on servers outside Australia, including in the United States, consistent with APP 8.

We do not show a cookie consent banner. Australian privacy law does not require prior consent for website analytics of this kind. It requires us to tell you what we collect and why, which is the purpose of this section. If you would prefer not to be measured, you can block or delete cookies in your browser settings, use a tracking-blocker extension, install the Google Analytics opt-out add-on, or adjust the ad personalisation settings in your Meta and TikTok accounts. Blocking any of this will not affect your ability to use the site, buy a plan, or contact us. You can also email [email protected] and ask us to exclude you.

5. Data Security

We implement industry-standard security measures including 256-bit encryption for data in transit and at rest, access controls, and regular security audits to protect your personal information.

6. Your Rights

Under the Privacy Act, you have the right to access and correct your personal information. To make a request, contact us at [email protected].

7. Contact

For privacy-related enquiries, contact our Privacy Officer at [email protected].

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