Privacy

Privacy policy

Last updated 31 October 2026

NeuralNative ("we", "us") is a Melbourne, Australia business that provides websites and AI front-office services, including Jess, our AI voice receptionist, to trade and local businesses in Victoria. This policy explains what personal information we collect, why, and what we do with it. We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth).

What we collect

• When you contact us: your name, mobile number, email address and anything you tell us about your business, through our website form, by email or by phone.
• When you become a client: business and billing contact details, and the information we need to set up your services (for example your service areas, prices, calendar access and Google Business Profile).
• When someone calls a business that uses Jess: the caller's phone number, a recording and transcript of the call, and the details they give, such as their name, address and the job they need. Every call begins with a recording disclosure.
• Through our other services: details that customers of our clients give through web chat, booking, review-request and text-back tools.

How we use it

• To reply to your enquiry and talk with you about our services.
• To provide, test, support and improve the services our clients pay for.
• For calls and messages handled on a client's behalf: to pass the details to that business so it can do the job. That business is responsible for how it uses its own customers' information.
• To bill clients and meet our legal obligations.

We don't sell personal information, and we don't add anyone to a mailing list without asking.

Who we share it with

We use trusted service providers to run our services. Depending on the service, these can include website hosting and form handling, voice and telephony providers that power Jess, AI model providers, SMS providers, and calendar or booking tools. Some of these providers store or process information outside Australia, including in the United States. We choose providers with appropriate security practices and share only what each one needs.

AI and automated handling

Jess and our web chat are AI systems. Jess will tell callers she is an AI assistant if they ask. She doesn't take payments, and she hands urgent or unusual calls to the business owner rather than deciding them herself.

How long we keep it, and how we protect it

We keep personal information only as long as we need it for the purposes above or as the law requires, then delete or de-identify it. Access is restricted to people and systems that need it, and we use the security features our providers offer.

Access, correction and complaints

You can ask to see or correct the personal information we hold about you, or ask us to delete it, by emailing hello@neuralnative.com.au. If you called a business that uses Jess, you can also contact that business directly.

If you have a privacy concern, email us first and we'll respond within 30 days. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.