1. Who we are
Frontli is an AI receptionist service for allied health practices in Australia, operated by Frontli Pty Ltd (ABN to be registered). Our registered address is Australia. You can contact us at [email protected].
2. What information we collect
We collect the following categories of information:
- Practice information: Business name, address, phone number, and Cliniko/Nookal credentials provided during setup.
- Account information: Name, email address, and billing details of the account holder.
- Call data: Audio recordings and transcripts of calls handled by Frontli on behalf of your practice.
- Patient information: Name, phone number, appointment preferences, and other information patients provide during calls. This information is passed directly to your practice management system (e.g. Cliniko) and is not retained by Frontli beyond the call summary.
- Usage data: Log data, IP addresses, and analytics about how you use the Frontli dashboard.
3. How we use your information
- To provide and operate the Frontli service on behalf of your practice.
- To book appointments into your practice management system.
- To send you real-time SMS and email summaries of calls.
- To process payments via Stripe.
- To improve the reliability and accuracy of the service.
- To communicate with you about your account, billing, and service updates.
We do not use patient call data to train AI models. We do not sell any personal information to third parties.
4. Australian Privacy Act compliance
Frontli is committed to complying with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). As a business handling health information on behalf of healthcare providers, we take our obligations seriously.
Call recordings and transcripts that contain patient health information are treated as sensitive information under the APPs. This information is:
- Encrypted in transit (TLS 1.3) and at rest (AES-256).
- Stored on servers located in Australia.
- Retained only as long as necessary to provide the service, or as required by law.
- Accessible only to authorised Frontli staff for support and quality assurance purposes.
5. Third parties we share data with
- Cliniko / Nookal: Patient appointment data is sent to your practice management system via their official API.
- Stripe: Payment processing. Stripe's privacy policy applies to billing data.
- Twilio / telephony providers: Call routing and SMS delivery.
- AI voice providers: Audio is processed to generate natural-language responses. We use providers with Australian data residency or appropriate data processing agreements.
We do not share data with any other third parties without your explicit consent.
6. Your rights
Under the Australian Privacy Principles, you have the right to:
- Access the personal information we hold about you.
- Request correction of inaccurate information.
- Request deletion of your data (subject to legal retention obligations).
- Complain about a breach of the APPs to the Office of the Australian Information Commissioner (OAIC).
To exercise any of these rights, contact us at [email protected].
7. Data retention
Call recordings are retained for 90 days by default, after which they are permanently deleted. Call summaries (text only) are retained for the duration of your subscription plus 30 days. You may request earlier deletion at any time.
8. Cookies and analytics
Our website uses privacy-respecting analytics (Umami) that does not use cookies or track individuals across sites. No advertising cookies or third-party tracking pixels are used.
9. Changes to this policy
We may update this policy from time to time. We will notify you of material changes by email at least 14 days before they take effect. Continued use of Frontli after that date constitutes acceptance of the updated policy.
10. Contact
For any privacy-related questions or complaints, contact our Privacy Officer at [email protected]. We will respond within 5 business days.