Privacy Policy

1. Information we collect

From our clients: When you sign up for our platform, we collect your business name, ABN, contact details, product catalogues, service agent information, and any data you upload through the client portal (such as inventory files and product manuals).

From your customers' interactions: When a customer contacts a number or channel powered by 2XNC, we collect the caller's phone number and a transcript of the conversation. If a warranty booking is made, we collect the details provided (name, address, phone, email, purchase information, and fault description). This data is stored on your behalf and is accessible through your client portal. We do not use this data for any purpose other than delivering the service to you.

2. How we use information

We use your data solely to operate the platform on your behalf — routing calls, providing AI-powered product support, logging warranty requests, and generating analytics for your account. Call transcripts may be used to improve the quality of AI responses within your account. We do not use your data to train models for other clients, and we do not sell or share your data with third parties for marketing purposes.

3. Data storage & security

Data is stored on secure cloud infrastructure. Call audio is processed by our telephony and AI voice providers in real time. Personal information is automatically scrubbed from stored transcripts following each interaction where technically possible. We implement industry-standard security measures including encrypted connections (TLS), access controls, and ongoing infrastructure monitoring. Our obligations under the Privacy Act 1988 (Cth) are protection-based — we take reasonable steps to protect your data regardless of where it is stored.

4. Call recording

All calls handled by our platform are recorded for quality and service improvement purposes. A disclosure message — "This call may be recorded for training and quality purposes" — is played at the start of every call before the caller is connected to the AI system. Clients are also responsible for ensuring their own privacy notices and website policies inform their customers that calls may be handled and recorded by an AI system.

5. Third-party services

We engage third-party service providers to deliver components of the platform, including providers of AI voice processing, AI language models, telephony infrastructure, cloud hosting, and email services. Some of these providers are located outside of Australia. We take reasonable steps to ensure that all providers handle personal information in a manner consistent with the Australian Privacy Principles. We do not disclose the identity of our technology providers as this information is commercially confidential.

6. Data retention

Call data, transcripts, and associated records are retained for the duration of your service agreement. Upon termination, we will delete or de-identify all your data within 30 days unless otherwise required by law. You may request deletion of specific records at any time through the client portal or by contacting us at sales@2xnc.org.

7. Your rights

Client rights: As a client, you have full access to all data collected on your behalf through the client portal. You may request access to, correction of, or deletion of any data by contacting us.

Caller rights (APP 12): Individual callers whose personal information has been collected through the platform may request access to or correction of that information by contacting us at sales@2xnc.org. We will respond within a reasonable time and in accordance with our obligations under the Privacy Act 1988 (Cth).

8. Complaints

If you believe we have mishandled your personal information, please contact us at sales@2xnc.org. We will acknowledge your complaint within 5 business days and aim to resolve it within 30 days. If you are not satisfied with our response, you may escalate your complaint to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

9. Contact

For all privacy enquiries, contact us at sales@2xnc.org. For general enquiries, visit 2xnc.org.