Privacy policy

Last updated 13 October 2026

This policy explains how Covaro AI (ABN 84 476 250 751) collects, uses, stores and shares personal information. We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth). In this policy, "we", "us" and "our" mean Covaro AI.

1. Who this policy covers

This policy applies to:

people who visit our website, book a call or contact us;
our clients and the people who work for them; and
our clients' own customers, leads and callers, whose details we handle on our clients' behalf when we run First Reply, Reactivation & Quote Recovery or the AI Receptionist for them.

2. What we collect

Depending on how you deal with us, we may collect:

contact details such as your name, business name, email address and phone number;
details you give us about your business, such as enquiry volumes, customer numbers and the software you use;
booking and meeting details, including notes from discovery calls;
billing details needed to invoice and take payment (card details are handled by our payment provider, not stored by us);
for our clients' customers: name, phone number, email, the job, appointment or quote history our client holds, and the content of text conversations and calls handled by our systems, including call recordings, transcripts and summaries; and
technical information from our website, such as your browser, device and pages visited, collected through cookies and similar tools.

We do not ask for sensitive information. If a client's customer shares health or other sensitive details during a conversation or call, we handle them only to deliver the service to that client.

3. How we collect it

We collect information directly from you when you fill in a form, book a call, email or phone us, or become a client. We collect client customer data from our clients, through access they give us to their CRM, booking or job software, and through the conversations and calls our systems handle for them.

4. How we use it

to respond to enquiries and run discovery calls;
to build, run, monitor and improve the systems we provide to clients;
to send and receive text messages and answer calls on a client's behalf;
to prepare reports for clients;
to invoice and manage our client relationships;
to send you information about our services, where the law allows (you can opt out at any time); and
to meet our legal obligations.

We never sell personal information, and we never use a client's customer data for our own marketing or for any other client.

5. Our clients' customer data

When we run a system for a client, we handle their customers' information on that client's behalf and only to deliver the service they've engaged us for. Our client remains responsible for how that information was collected, for having the consent needed to contact those people (including under the Spam Act 2003 (Cth)), and for telling callers where calls are recorded. If you are a customer of one of our clients and have a question about your information, please contact that business first. We will help them respond.

6. How AI is used

Our systems use artificial intelligence to write and reply to messages, answer calls, transcribe and summarise calls, and qualify enquiries. Conversation content is processed by our AI and telecommunications providers to do this. We configure our systems so they don't present themselves as a real person, and conversations can be handed to a member of the client's team. We don't use client customer data to train AI models.

7. Who we share it with

We share personal information only with service providers who help us deliver our services, and only as much as they need. These include providers of:

SMS and telephone numbers;
AI language and voice services;
workflow automation, CRM and calendar tools;
website hosting, email and video calls; and
payment processing and accounting.

We may also disclose information where required or authorised by law.

8. Overseas disclosure

Some of our service providers store or process information outside Australia, mainly in the United States and Europe. Where we use overseas providers, we take reasonable steps to make sure they handle personal information in a way that is consistent with the Australian Privacy Principles.

9. Marketing messages

If we send you marketing emails or texts, every message identifies us and includes a simple way to unsubscribe. When we run campaigns for clients, every message identifies the client's business and includes an opt out, and anyone who opts out is not contacted again by that campaign.

10. Storage and security

We store information with reputable cloud providers and protect it with access controls, strong passwords, two factor authentication where available, and by limiting access to the people and systems that need it. No system is completely secure, but if a data breach is likely to cause serious harm, we will notify the people affected and the Office of the Australian Information Commissioner as required by law.

11. How long we keep it

We keep information only as long as we need it for the purposes above or as required by law. When a client relationship ends, we stop processing that client's customer data and delete or return it on request, unless we are required to keep it.

12. Cookies

Our website and booking calendar may use cookies and similar tools so they work properly and so we can understand how they're used. You can block or delete cookies in your browser settings, though some features may not work as well.

13. Accessing and correcting your information

You can ask to see the personal information we hold about you, or ask us to correct it, by contacting us. We will respond within a reasonable time, usually 30 days. If we can't give you access, we will explain why.

14. Complaints

If you have a concern about how we've handled your personal information, please contact us first and we will work to resolve it. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.

15. Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.

16. Contact us

Email info@covaroai.com or call 0432 478 305.