Privacy Policy

Last updated: March 2026

GraySpark ("we", "us", "our") is committed to protecting the privacy of individuals whose personal information we collect and handle. This Privacy Policy explains how we collect, use, store, and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

By using our website or services, you consent to the collection and use of your information as described in this policy. If you do not agree, please do not use our services.

1. Who We Are

GraySpark is an AI voice agent service provider operating in Australia, offering automated inbound and outbound call handling services to real estate agencies and other businesses. We operate under an Australian Business Number (ABN).

For privacy enquiries, contact us at: hello@grayspark.ai

2. What Personal Information We Collect

We may collect the following categories of personal information:

• Contact details: Name, phone number, email address, and property address provided during an AI-assisted call or via our website forms.
• Call recordings and transcripts: Audio recordings and text transcripts of calls handled by our AI voice agents.
• Enquiry details: Property preferences, budget range, inspection availability, and pre-approval status volunteered during a call.
• Website usage data: IP address, browser type, pages visited, and time on site collected via cookies and analytics tools.
• Business contact information: Name, email, and phone number of agency staff who engage with GraySpark as clients.

3. How We Collect Personal Information

We collect personal information through:

• AI voice agent calls (inbound and outbound) on behalf of our real estate agency clients
• Website contact forms, calculator tools, and enquiry submissions
• Email and direct communications with prospective and existing clients
• Automated systems including Make.com, Cal.com, and Google Sheets used in our service delivery

4. AI Disclosure

Our voice agents are powered by artificial intelligence. In accordance with the Privacy Act 1988 (Cth) and good practice guidance, callers are informed at the beginning of each call that they are speaking with an AI assistant. Calls may be recorded and transcribed for service delivery and quality assurance purposes.

5. Why We Collect and Use Personal Information

We use personal information to:

• Deliver our AI call-handling service on behalf of real estate agency clients
• Book property inspections and qualify buyer enquiries
• Notify real estate agents of leads and call outcomes
• Send SMS or email confirmations to callers where requested
• Improve the performance and accuracy of our AI voice agents
• Respond to client and prospect enquiries
• Meet legal, compliance, and contractual obligations

6. Disclosure of Personal Information

We may share personal information with:

• Real estate agency clients: Call outcomes, lead details, and transcripts are shared with the agency that engaged GraySpark to handle their calls.
• Service providers: We use third-party tools including Retell AI (voice agent infrastructure), Twilio (telephony), Make.com (automation), Cal.com (scheduling), and Google Workspace. These providers may process data on our behalf under their own privacy and data handling terms.
• Legal and regulatory authorities: Where required by law or in response to a valid legal request.

We do not sell personal information to third parties.

7. Overseas Disclosure

Some of our third-party service providers are located or store data outside Australia, including in the United States. By using our services, you acknowledge that your information may be transferred to and processed in overseas jurisdictions. We take reasonable steps to ensure overseas recipients handle your information in accordance with the APPs.

8. Data Storage and Security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. Measures include access controls, encrypted transmission, and limiting data retention to what is necessary for service delivery.

Call recordings and transcripts are retained for a period reasonably necessary to deliver our services and meet client obligations, after which they are deleted or de-identified.

9. Your Rights

Under the Privacy Act 1988 (Cth), you have the right to:

• Request access to personal information we hold about you
• Request correction of inaccurate or out-of-date information
• Request that we delete your information (subject to legal obligations)
• Opt out of being contacted by our AI agents on behalf of agency clients
• Lodge a complaint if you believe we have breached the APPs

To exercise any of these rights, contact us at hello@grayspark.ai. We will respond within 30 days.

10. Complaints

If you have a complaint about how we have handled your personal information, please contact us first at hello@grayspark.ai. If we cannot resolve your complaint to your satisfaction, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

11. Cookies and Analytics

Our website may use cookies and analytics tools (such as Google Analytics) to understand how visitors use our site. This data is aggregated and does not identify you personally. You can disable cookies through your browser settings, though this may affect some website functionality.

12. Changes to This Policy

We may update this Privacy Policy from time to time. The current version will always be available at this URL. Material changes will be noted with an updated date at the top of this page.

13. Contact

For any privacy-related questions or requests:

• Email: hello@grayspark.ai
• Website: grayspark.ai