Privacy policy

Who we are

This policy is from Shift AI (ABN 69 646 305 188), part of Remote Office Group, 17 Gould Road, Herston QLD 4006, Australia. In this policy, "we", "us" and "our" mean Shift AI.

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

What this policy covers

This policy covers personal information we collect when you:

• visit theshift.ai;
• book a strategy sprint or otherwise contact us;
• talk to the AI agent on our own website, by chat or voice; or
• become a client, or work for one, and use our services.

When we provide AI agents for a business, we handle that business's customer information on the business's behalf. If you contacted a business that uses Shift AI, that business decides how your information is used, and its own privacy policy applies. We only handle that information to provide our services to the business, under our agreement with them. You can ask that business about your information, and we'll help them respond.

What we collect

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

• Contact and business details, such as your name, email address, phone number, business name, the type of business you run and anything you tell us in a form or message.
• Conversations with our AI agents, such as chat transcripts, call recordings and transcripts, the phone number you call from and the time of the call or chat.
• Client account information, such as the names and contact details of a client's team, billing details and the business information a client gives us to set up their agent.
• Technical information from your visit to our website, such as your IP address, browser type and the pages you request, which our hosting provider records to run the website securely.

We don't ask for sensitive information, such as health information, on our own website. If someone shares sensitive information in a conversation with an agent we run for a client, we handle it on that client's behalf as described above.

How we collect it

We collect personal information:

• directly from you, when you fill in a form, book a call, email us or talk to us;
• through our AI agents, when you call or chat with one;
• from our clients, when they give us information to set up and run their service; and
• automatically, through the technical information described above.

You don't have to give us your details. If you don't, we may not be able to respond to you, arrange a strategy sprint or provide our services.

How we use it

We use personal information to:

• respond to your enquiry and arrange your strategy sprint;
• provide, run, support and improve our services, including reviewing conversations to improve a client's agent;
• manage client accounts and billing;
• keep our systems secure and prevent misuse;
• send you information about Shift AI, if you've asked for it or would reasonably expect it, with a way to opt out; and
• meet our legal obligations.

We use each client's business information only to provide services to that client. We don't use one client's information to serve another client.

We don't sell personal information.

Calls and chats with our AI agents

Our AI agents say they're AI at the start of every call and chat.

Calls handled by our AI agents may be recorded and transcribed, and chats are saved, so the business can follow up and so we can review and improve the agent. On our own website, our chat and voice widget tells you this before you start.

Clients can ask us in writing to stop keeping conversation logs for their agent. If they do, we stop storing them from that point.

To learn more about how our agents work, read How we use AI.

Who we share it with

We share personal information only when we need to, with:

• The business you contacted, if you spoke to an agent we run for them.
• Service providers who help us run our business and services, such as providers of AI language and voice technology, phone and text messaging, email delivery, website hosting, booking calendars, customer relationship management and cloud databases. They can use it only to provide their services to us.
• Remote Office Group businesses, where they help us deliver our services, for example through trained specialists.
• Others where the law requires or allows it, such as to comply with a court order, or to protect someone's safety.
• A buyer or successor, if our business is sold or restructured, so the service can continue.

Information sent overseas

Our app's main database is hosted in Australia. Some of our service providers store or process information outside Australia, mainly in the United States. This includes the providers of our AI language and voice technology, phone and text messaging, email delivery, website hosting, booking calendar and customer relationship management.

We choose providers carefully and take reasonable steps to make sure they protect personal information. By using our website or services, you understand that your information may be handled overseas in this way.

Keeping it secure

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, change or disclosure. These include encrypting information in transit, controlling who can access our systems and keeping each client's information separate from other clients'.

No system is completely secure. If we become aware of a data breach that's likely to cause serious harm, we'll notify the people affected and the Office of the Australian Information Commissioner, as the law requires.

How long we keep it

We keep personal information only for as long as we need it for the purposes in this policy, including our legal, tax and accounting obligations. When we no longer need it, we take reasonable steps to delete it or remove anything that identifies you.

Accessing and correcting your information

You can ask to see the personal information we hold about you, and ask us to correct it if it's wrong, out of date or incomplete. Contact us using the details below. We may need to confirm who you are first.

We'll respond within a reasonable time, usually 30 days. If we can't give you access or make a correction, we'll tell you why in writing, unless the law says we can't.

If your information came from a business that uses Shift AI, it's usually quickest to contact that business directly.

Marketing emails

If we send you marketing emails, every email includes a way to unsubscribe. You can also ask us to stop at any time.

Cookies and website data

Our website doesn't currently use advertising or analytics cookies.

Some features on our website come from other providers and may store small files or data in your browser so they work properly, such as the booking calendar and the chat and voice widget. Our website also loads fonts from Google, which means your browser shares your IP address with Google to download them.

You can block or delete cookies in your browser settings, though some features may then not work. If we start using analytics or advertising cookies, we'll update this policy first.

Complaints

If you have a concern about how we've handled your personal information, contact us first using the details below. We'll look into it and respond within 30 days.

If you're not happy with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au.

Changes to this policy

We may update this policy from time to time. We'll post the new version on this page and change the date at the top.

Contact us

For privacy questions, requests or complaints:

Privacy officer, Shift AI
Email: support@theshift.ai
Post: 17 Gould Road, Herston QLD 4006, Australia