Flovei ("we", "us", "our") is committed to protecting personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
Flovei is an AI voice agent agency. We build and operate AI-powered telephone reception systems on behalf of Australian small businesses ("clients"). This policy explains how we collect, use, store, and disclose personal information in the course of providing these services.
By contacting any business that uses Flovei's services, or by engaging with Flovei directly, you agree to the collection and use of your information as described in this policy.
Flovei provides AI voice agent infrastructure to small and medium Australian businesses. Our systems handle inbound and outbound telephone calls on behalf of our clients, using AI technology to respond naturally, collect relevant information, and deliver real-time notifications to the business owner.
Our clients retain responsibility for their customer relationships. Flovei operates as a data processor — we handle personal information on behalf of our clients, who are the data controllers for their customers' information.
When you call a business using Flovei's services, the AI voice agent may collect:
This information is collected on behalf of the business you contacted, not by Flovei for its own purposes.
When a business engages Flovei's services, we collect:
For callers contacting our clients' businesses:
For our business clients:
Caller information collected during an AI-handled call is shared with:
Business client information may be shared with our internal systems and technology providers including Stripe for payment processing.
We do not sell, rent, or trade personal information to any third party for marketing or advertising purposes.
All personal information is stored securely on systems located in Australia or with providers that meet Australian data security standards. We take reasonable technical and organisational measures to protect information from unauthorised access, misuse, loss, or disclosure.
Call recordings and transcripts are retained only as long as reasonably necessary to fulfil the purpose for which they were collected, and are then securely deleted.
When you call a business using Flovei's service, your call may be answered by an AI voice agent capable of natural conversation, collecting enquiry details, and arranging callbacks on behalf of the business. Outbound calls — including missed-call callbacks — may also be initiated and conducted by our AI agents.
Our AI voice system relies on the following third-party technology:
These providers are used solely to deliver Flovei's services and are not authorised to use your information for any other purpose.
Some of Flovei's technology providers operate servers outside of Australia. Personal information may be processed in the United States by Vapi, OpenAI, and Stripe.
Flovei takes reasonable steps to ensure these providers maintain standards comparable to the Australian Privacy Principles.
Flovei is committed to compliance with the Notifiable Data Breaches (NDB) scheme under the Privacy Act 1988 (Cth). In the event of an eligible data breach likely to result in serious harm, Flovei will notify the OAIC and affected individuals as required by law.
Calls handled by Flovei's AI voice agents may be recorded and/or transcribed. By continuing a call with an AI agent, you acknowledge that the call may be recorded. You may end the call at any time if you do not consent to recording.
Under the Australian Privacy Principles, you have the right to:
To exercise any of these rights, contact us using the details in Section 14.
If you believe we have breached the Australian Privacy Principles or this policy, contact us in the first instance. We will investigate and respond within 30 days.
If you are not satisfied, you may contact the Office of the Australian Information Commissioner (OAIC):
Flovei
ABN: 33 574 588 787
Address: 1309/289 Grey Street, South Brisbane QLD 4101
Email: eliot@flovei.com.au
Website: flovei.com.au
We may update this policy periodically. The current version will always be available at the URL where you are reading this document.