1. About This Privacy Policy

This Privacy Policy describes how IT Gold Solutions (“IT Gold”, “we”, “us” or “our”) handles personal information in connection with our websites, customer communications, business operations and technology services.

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

This policy applies to website visitors, prospective customers, existing customers, individuals contacting our support team, telephone callers and users of our AI-assisted communications services.

Where IT Gold processes information on behalf of a business customer, additional service agreements, contractual terms and customer instructions may apply.

2. Personal Information We Collect

Depending on your interaction with IT Gold Solutions, we may collect:

• Names, job titles and business details.
• Telephone numbers and email addresses.
• Business and contact addresses.
• Information submitted through website forms.
• Email correspondence and support requests.
• Customer account and billing information.
• IT system, device and network information necessary for support.
• Telephone recordings, transcripts and call summaries where enabled.
• AI chatbot conversations and related interaction records.
• Technical website information including IP addresses, cookies and browser data.
• Service requests, appointments and callback information.

We do not generally seek sensitive personal information unless it is reasonably necessary for a lawful purpose and any applicable collection requirements are met.

Please do not provide passwords, payment card information, medical information or other sensitive personal details through our AI chatbot or AI receptionist.

3. How We Collect Information

We may collect information when you:

• Visit our website.
• Submit a contact or enquiry form.
• Interact with our website AI chatbot.
• Call our office or speak with our AI receptionist.
• Contact our sales, support or accounts teams.
• Request a quotation or demonstration.
• Engage IT Gold for managed IT or technology services.
• Submit a support ticket or technical service request.
• Communicate with us by email, SMS or telephone.

We may also receive information from authorised representatives, customer organisations, suppliers and technology partners where permitted by law.

4. How We Use Personal Information

We may use personal information to:

• Respond to sales and general enquiries.
• Deliver managed IT and technology services.
• Provide technical support and troubleshooting.
• Create, manage and update support tickets.
• Route calls and enquiries to the appropriate team.
• Arrange appointments, callbacks and follow-up communications.
• Manage customer accounts, quotations and invoicing.
• Maintain records of service interactions.
• Improve customer service and operational processes.
• Investigate incidents, complaints and technical faults.
• Meet legal, regulatory and contractual obligations.

Other uses may occur where reasonably related to the original purpose of collection or otherwise permitted by applicable law.

5. AI Chatbot & AI Voice Receptionist

5.1 Website AI Chatbot

Our website may provide an AI chatbot to assist visitors with questions about IT Gold’s products, services and support options.

Information submitted through the chatbot may be processed by third-party AI and cloud technology providers.

Chat interactions may be logged for service delivery, troubleshooting, quality assurance and security.

5.2 AI Voice Receptionist — Rose

Our AI voice receptionist, known as Rose, may answer incoming calls and assist with general enquiries, sales, support and accounts-related requests.

Rose may collect caller contact details, interpret spoken enquiries, generate call summaries and transfer calls to the appropriate team.

Depending on the configured workflow, Rose may also prepare email notifications or initiate a support request for follow-up by our staff.

Where a support request is submitted through our support email system, relevant details may be recorded in our helpdesk platform for ticket management.

Our standard office hours are Monday to Friday, 8:30am to 5:00pm, excluding applicable public holidays. Outside business hours, Rose may take messages or arrange follow-up actions.

5.3 AI-Generated Responses

AI systems may occasionally produce incomplete or inaccurate information. Important technical, commercial or contractual information should be confirmed with an authorised IT Gold representative.

5.4 Human Assistance

Where available, callers and website visitors may request assistance from a human team member. Requests are handled according to staffing, business hours and service arrangements.

5.5 AI Model Training

Our intended practice is not to use identifiable customer conversations to train general-purpose AI models without an appropriate legal basis and any required consent.

Third-party AI providers may have their own processing and retention arrangements. These depend on the relevant agreements and configuration settings.

6. Call Recordings, Transcripts & AI Summaries

Where enabled, our telephone and AI communication systems may generate or retain:

• Telephone audio recordings.
• Speech-to-text transcripts.
• AI-generated call summaries.
• Website chat conversation histories.
• Caller names and contact information.
• Call dates, times, durations and routing information.
• Support request details and follow-up records.

These records may be used for customer service, support administration, quality assurance, troubleshooting, security and dispute resolution.

Access is intended to be restricted to authorised personnel and relevant service providers according to their responsibilities.

We seek to provide appropriate notice of call recording and obtain consent where required by law.

7. Data Retention & Deletion

Actual retention periods may differ depending on the service, provider, configuration, applicable legal obligations and business requirements.

Information incorporated into support tickets, customer records, billing systems or security investigations may be retained for longer periods.

For example, a support ticket generated from an AI receptionist interaction may remain in our helpdesk system after the original AI conversation has expired.

When information is no longer required and retention is not otherwise required or authorised, we take reasonable steps to securely delete or de-identify it.

Requests concerning retention or deletion may be submitted using the contact details below.

8. Third-Party Technology Providers

IT Gold Solutions works with third-party providers to deliver telecommunications, AI communications, IT management, cloud services, customer support and website functionality.

Depending on the services and configurations in use, these may include:

• ElevenLabs for AI voice and conversational technology.
• Vodia and telecommunications providers for telephone services and call routing.
• Halo PSA for support ticket and service management.
• Microsoft cloud and productivity services.
• Website hosting, security and analytics providers.
• Other cloud, AI and communications integration providers where enabled.

We may disclose information to these providers where reasonably necessary to deliver services or otherwise permitted by applicable law.

We seek to use appropriate contractual, technical and organisational measures to manage third-party privacy and security risks.

We do not sell personal information to data brokers.

9. Overseas Data Processing

Some cloud, AI and technology service providers may process, access or store information outside Australia.

The relevant processing locations depend on the provider, service and configuration.

Where applicable, we take reasonable steps to assess overseas disclosure arrangements and address Australian privacy requirements.

Information about relevant overseas processing arrangements may be requested using the contact details below.

10. Information Security

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

Depending on the system and associated risks, security measures may include:

• Role-based access controls.
• Multi-factor authentication.
• Encryption where supported and appropriate.
• Endpoint and network security controls.
• Security monitoring and event review.
• Backup and recovery arrangements.
• Supplier and system configuration reviews.
• Incident investigation and response procedures.

No internet-based system can be guaranteed completely secure. We review risks and implement safeguards appropriate to the services we provide.

11. Cookies & Website Analytics

Our website may use cookies and similar technologies for functionality, performance, security and analytics.

These technologies may collect browser details, IP addresses, device information, pages visited and website interaction data.

Where configured, we may use services such as Google Analytics to understand website usage and improve our content.

You may manage or restrict cookies through your browser settings. Some website features may be affected.

12. Marketing Communications

We may communicate information about IT Gold products, services, promotions and technology updates where permitted by law.

Electronic marketing will be managed in accordance with applicable Australian spam and marketing laws.

You may opt out of marketing messages using an unsubscribe facility or by contacting us.

Essential account, service and operational communications may continue where appropriate.

13. Access & Correction

You may request access to personal information we hold about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

We may need to verify your identity before responding. Requests will be assessed in accordance with applicable law and any lawful exceptions.

14. Privacy Enquiries & Complaints

If you have a concern about how we have handled your personal information, please contact IT Gold Solutions with details of your concern.

We will review the matter and aim to respond within a reasonable period.

If you are dissatisfied with our response, you may be entitled to complain to the Office of the Australian Information Commissioner (OAIC).

OAIC website: www.oaic.gov.au

15. Data Breaches & Security Incidents

We maintain procedures for assessing and responding to suspected information security incidents.

Where an incident occurs, we will assess the circumstances, take appropriate containment and remediation steps, and comply with applicable notification requirements.

This may include notification under the Notifiable Data Breaches scheme where applicable.

16. Changes to This Policy

We may update this Privacy Policy to reflect changes to our services, technology providers, business operations or legal obligations.

The latest version will be published on our website with an updated effective date.

17. Contact IT Gold Solutions

For privacy enquiries, requests for access or correction, concerns about AI communications or privacy complaints, please contact: