Privacy Policy

Safe Working Practice AU Pty Ltd, trading as SWP Australia (“we”, “us” or “our”), provides AI assistants, customer relationship management (CRM), marketing automation, websites, appointment scheduling, rental booking solutions and event management services.

ABN: 50 634 675 139

Privacy contact: hello@swpaustralia.com.au

This policy explains how we collect, hold, use and disclose personal information, and how you can request access, seek corrections or make a privacy complaint.

We comply with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply to us.

Depending on your interactions with us, we may collect:

• Your name, business name, position, email address, telephone number and address.
• Enquiries, service requirements, preferences and appointment details.
• Account, subscription, billing and transaction information.
• Information submitted through forms, messages, surveys, reviews and feedback.
• Written transcripts of conversations with our AI voice assistants.
• Event registrations, ticket purchases, attendance and check-in details.
• Rental enquiries, requested dates, equipment requirements and booking details.
• Technical information needed to operate and secure our services, such as IP addresses, browser information and system logs.
• Communication preferences, consent records and unsubscribe requests.

We collect information reasonably necessary for our services and business activities.

Please do not provide sensitive information, such as health information or identity documents, unless we specifically request it through an appropriate process. Where necessary, we obtain consent to collect sensitive information unless collection is otherwise permitted by law.

We generally collect information directly from you when you:

• Contact us by telephone, email, social media or online messaging.
• Interact with our AI assistants.
• Complete a form or book an appointment or demonstration.
• Purchase or use our services.
• Register for an event or make a booking.
• Provide feedback or request support.

We may also receive information from clients using our systems, authorised representatives, referral partners, connected service providers and publicly available business sources.

Receiving information from another source does not automatically give us permission to send marketing communications.

You may contact us anonymously or use a pseudonym where practical. However, we may need identifying information to provide a quote, booking, account or service.

We use personal information to:

• Respond to enquiries and understand your requirements.
• Prepare proposals and provide demonstrations.
• Configure, deliver and support our services.
• Manage accounts, appointments, rentals, event registrations and ticketing.
• Process payments and maintain transaction records.
• Send confirmations, reminders and service updates.
• Carry out authorised marketing, lead follow-up and review-request activities.
• Maintain service quality, troubleshoot issues and protect our systems.
• Manage complaints, disputes and legal obligations.

We use or disclose information for the purpose for which it was collected, other purposes permitted by law, or purposes for which appropriate consent has been obtained.

We use AI assistants and automated workflows to answer enquiries, collect contact details, qualify leads, schedule appointments and support follow-up.

Our AI voice service processes spoken conversations and saves written transcripts. We do not retain audio recordings of telephone calls.

Transcripts may contain your name, contact details, service requirements and other information you share. We use them to respond to enquiries, maintain communication records and provide our services. Authorised support personnel and relevant technology providers may access them where necessary for those purposes.

We identify our customer-facing AI assistants as automated systems and inform callers that a written transcript is saved.

AI responses and transcripts may contain errors. You can request human assistance or correction of inaccurate information by contacting hello@swpaustralia.com.au.

Our clients may use our systems to manage information about their own customers, prospects, suppliers and event attendees.

Where we handle personal information on a client’s behalf, we do so under the agreed service arrangements and lawful instructions. Clients are responsible for their own collection notices, permissions and business communications.

If your request concerns a business using our systems, contact that business first. We will assist with privacy requests where appropriate. This does not remove any independent legal obligations we may have.

We do not use a client’s customer list to market SWP Australia’s own services without a separate, lawful basis.

Where reasonably necessary, we may share personal information with:

• Our platform provider and its relevant service providers.
• Hosting, telecommunications, email, messaging and AI service providers.
• Payment processors and connected booking or event platforms.
• Social media platforms where you interact with us or authorise connected services.
• Authorised employees, contractors and support personnel.
• Accountants, legal advisers and other professional advisers.
• Regulators, law enforcement agencies or other parties where required or authorised by law.

We take reasonable steps to limit access to what is needed and to apply appropriate confidentiality and security arrangements.

We use a United States-based technology provider for CRM, communications and automation services.

Personal information may be processed or stored in the United States and accessed in India through our provider’s service and support arrangements.

Our authorised team in South Africa may remotely access personal information to assist with support requests, customer queries and service delivery.

We take reasonable steps to protect information handled overseas and meet applicable Australian cross-border disclosure obligations.

We review relevant changes to our providers’ arrangements and update this policy where appropriate.

We have not enabled website analytics tools, advertising pixels or behavioural advertising tracking on our website.

Our hosting platform and embedded service features may still process technical information, including IP addresses, browser details and security logs, or use essential cookies to operate the website and deliver requested features.

Information you submit through forms, booking tools or AI assistants is collected to respond to you and provide the relevant service.

You can manage cookies through your browser settings. Restricting essential cookies may affect some website features.

If we introduce analytics or advertising tracking, we will update this policy and provide any notices or obtain any consent required by law.

We send commercial email and SMS where we have valid consent or another basis permitted by applicable law. Our marketing messages identify the sender and provide a working unsubscribe option.

You can unsubscribe, request do-not-disturb (DND) settings or change your preferences using the options provided or by emailing hello@swpaustralia.com.au.

We stop marketing email and SMS within five working days of receiving an unsubscribe request and apply relevant DND preferences.

We may retain limited contact and suppression information to ensure your preferences continue to be respected. Unsubscribing does not automatically delete your customer records.

Essential, non-promotional communications relating to an existing service, transaction or legal obligation may continue where appropriate and permitted by law.

We store personal information in our business systems and those of our authorised service providers.

We take reasonable technical and organisational steps to protect it from misuse, interference, loss and unauthorised access, modification or disclosure. These include restricting access to authorised personnel and applying appropriate account-security and confidentiality controls.

We retain personal information, including transcripts, only for as long as reasonably necessary for the purpose for which it was collected, applicable legal obligations and legitimate record-keeping or dispute-resolution needs.

When information is no longer required, we take reasonable steps to destroy or de-identify it, subject to legal requirements and appropriate backup-retention processes.

You may request deletion of your information. We will consider your request, although some information may need to be retained for lawful reasons, including maintaining unsubscribe preferences.

You can request access to personal information we hold about you or ask us to correct inaccurate, incomplete or outdated information.

Send requests to hello@swpaustralia.com.au. We may need to verify your identity before providing access or making changes.

We aim to respond within 30 days. There is no charge to make a request or seek a correction. If a reasonable, legally permitted charge applies to providing access, we will explain it beforehand.

If we refuse a request, we will provide reasons where lawful and explain how you can complain.

If we become aware of a suspected data breach, we will take reasonable steps to investigate, contain it and reduce potential harm.

Where the Notifiable Data Breaches scheme applies and notification is required, we will notify affected individuals and the Office of the Australian Information Commissioner in accordance with the law.

If you have concerns about how we handle personal information, contact:

Please describe your concern and the outcome you would like. We will investigate and aim to respond within 30 days. If more time is needed, we will let you know.

If you are dissatisfied with our response, you may contact the Office of the Australian Information Commissioner, which can consider complaints within its jurisdiction: oaic.gov.au/privacy/privacy-complaints.

We may update this policy to reflect changes to our services, practices or legal obligations.

The current version will be published on our website with its last-updated date. Where required, we will provide additional notice or obtain consent for changes to how personal information is handled.