How VoiceX handles customer, order, support and service information

2. Privacy laws and principles

VoiceX handles personal information in accordance with applicable privacy obligations, including the Australian Privacy Principles under the Privacy Act 1988 (Cth), where they apply to our business activities.

Where VoiceX deals with New Zealand customers or personal information relating to New Zealand, we also consider applicable New Zealand privacy requirements, including the Privacy Act 2020 where relevant.

3. Personal information we may collect

The types of personal information VoiceX may collect depend on how you interact with us. This may include:

• Contact details: name, organisation, role, email address, phone number, billing address and delivery address.
• Order and account information: products purchased, subscription details, renewal information, licence allocation details, invoices, payment status and purchase history.
• Support and service information: product serial numbers, software versions, support requests, service notes, diagnostic information and information you provide during troubleshooting.
• Training and consultation information: user requirements, product preferences, implementation details and information needed to provide advice or training.
• Website and technical information: information collected through website forms, cookies, analytics tools, browser information, device information and general website usage data.

4. How we collect personal information

VoiceX may collect personal information when you:

• Place an order through the VoiceX website or request a quote.
• Contact us by phone, email, website form, online meeting or in person.
• Register for a trial, demo, renewal, software licence or subscription service.
• Request technical support, product training, service or repair assistance.
• Subscribe to updates, respond to promotions or interact with our website.
• Provide information to us through a third party involved in the purchase, support or delivery of a product or service.

5. How we use personal information

VoiceX may use personal information for purposes connected with our business, including to:

• Process orders, payments, deliveries, invoices and customer account enquiries.
• Provide quotes, product advice, demonstrations, trials, renewals and upgrade options.
• Deliver, configure, provision or support software licences, cloud services and subscription products.
• Provide technical support, warranty assistance, training, service and repair coordination.
• Communicate important product, service, support, renewal or account information.
• Improve our website, customer service, product information and support processes.
• Meet legal, regulatory, accounting, audit, insurance and risk management requirements.

6. Product, cloud and vendor information

VoiceX supplies and supports products from specialist technology vendors. Where required to deliver a product or service, we may share relevant customer, account, licence or support information with a vendor, distributor, hosting provider, courier, payment provider or service partner.

For cloud, speech recognition, AI transcription, AI scribe and Human-in-the-Loop documentation solutions, privacy, hosting, security and data handling arrangements may differ by product and vendor. VoiceX can provide product-specific information where available to assist with procurement, compliance or security review.

Examples of technologies we may assist with include Philips SpeechLive, Microsoft Dragon, Lexacom, AISA, Corti, OM System, Philips dictation hardware, professional microphones, headsets and conferencing solutions.

7. Disclosure of personal information

VoiceX may disclose personal information where reasonably necessary for the purposes described in this policy. This may include disclosure to:

• Technology vendors, distributors, service partners and support providers.
• Payment processors, couriers, logistics providers and fulfilment partners.
• Professional advisers, including legal, accounting, insurance and technical advisers.
• Regulators, government agencies, courts or law enforcement bodies where required by law.
• Other parties where you have authorised us to share the information or where disclosure is otherwise permitted by law.

VoiceX does not sell, rent or trade personal information.

8. Overseas disclosure

Some products, vendors, support systems or cloud services used or supplied by VoiceX may involve information being stored, accessed or processed outside Australia or New Zealand. The countries involved may vary depending on the product, vendor and service selected.

Where overseas disclosure is relevant, VoiceX will take reasonable steps appropriate to the circumstances and can provide product-specific information where available.

9. Website cookies and analytics

The VoiceX website may use cookies, analytics tools and similar technologies to help operate the website, understand website usage, improve content and support website performance. These tools may collect information such as pages viewed, browser type, device type, approximate location, referral source and interaction data.

You can usually control or disable cookies through your browser settings. Some website functions may not work as intended if cookies are disabled.

10. Direct marketing and communications

VoiceX may use your contact details to send relevant service messages, renewal reminders, product updates, training information, promotional offers or information about related solutions. We aim to make these communications relevant to your organisation, products or enquiries.

You can opt out of marketing communications at any time by using the unsubscribe option where available or by contacting VoiceX. We may still send important service, account, renewal, licence or support messages where required for the products or services you use.

11. Security of personal information

VoiceX takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. These steps may include access controls, password protection, secure systems, staff awareness, vendor review, data handling processes and secure communication practices.

No method of electronic transmission or storage is completely secure. If you believe your personal information has been affected by a security issue involving VoiceX, please contact us promptly.

12. Accessing and correcting your personal information

You may request access to personal information VoiceX holds about you, or ask us to correct information that is inaccurate, incomplete or out of date. We may need to verify your identity before processing a request.

To make an access or correction request, please contact VoiceX using the details in the contact section below.

13. Retention of personal information

VoiceX retains personal information for as long as reasonably necessary for the purposes for which it was collected, including to provide products and services, manage support and warranty matters, comply with legal and accounting obligations, resolve disputes and maintain business records. When personal information is no longer required, we will take reasonable steps to securely delete, de-identify or archive it where appropriate.

14. Privacy complaints and enquiries

If you have a question, concern or complaint about how VoiceX handles personal information, please contact us first so we can review and respond to your enquiry. We aim to respond to privacy enquiries within a reasonable time.

If you are not satisfied with our response, you may have the right to contact the relevant privacy regulator in Australia or New Zealand.

15. Updates to this Privacy Policy

VoiceX may update this Privacy Policy from time to time to reflect changes in our business, website, products, services, technology or legal obligations. The current version will be published on this page.

16. Contact details

VoiceX Communications Pty Ltd
ABN 98 728 171 911

Level 2, Suite 2, 468 St Kilda Road, Melbourne VIC 3004

Email: support@voicex.com.au
Phone: 1300 551 778
Website: Contact VoiceX