PRIVACY POLICY
Lane Nine Media, AI Services
Effective Date: [Insert Date]
Last Updated: [Insert Date]
1. COMPANY INFORMATION
Business Name: Lane Nine Media
Website: laneninemedia.com
Email: [email protected]
Address: 1/98 Walpole Street, Melbourne, Victoria
Services: We provide AI voice agents, chatbots, and marketing automation solutions for local businesses.
2. INTRODUCTION
This Privacy Policy explains how we collect, use, protect, and share your personal information when you use our AI services. We take your privacy seriously and are committed to protecting your personal data.
This policy applies to:
Our clients who purchase our services
End users who interact with our AI systems
Visitors to our website
Anyone whose data we process in connection with our services
By using our services, you consent to the data practices described in this policy.
3. INFORMATION WE COLLECT
3.1 Client Information
When you become our client, we collect:
Contact Details: Name, email address, phone number, business address
Business Information: Company name, industry, services offered, pricing
Payment Information: Billing address, payment method details (processed securely)
Account Information: Login credentials, preferences, service configurations
Communication Records: Emails, support tickets, meeting recordings
3.2 End User Information (Your Customers)
When people interact with your AI systems, we may collect:
Call Data: Phone numbers, call recordings, call duration, timestamps
Chat Data: Chat transcripts, message content, conversation history
Contact Information: Names, phone numbers, email addresses (when provided)
Inquiry Details: Service requests, appointment bookings, customer preferences
Technical Data: Device information, IP addresses, browser details
3.3 Website Visitor Information
From our website visitors, we collect:
Analytics Data: Page views, time spent, referral sources
Technical Information: IP address, browser type, device information
Cookie Data: Preferences, session information, tracking data
Form Submissions: Contact forms, newsletter signups, demo requests
3.4 Automatically Collected Information
We automatically collect:
Usage Data: How our services are used, feature interactions
Performance Data: System performance, error logs, response times
Location Data: General geographic location (not precise GPS)
Device Information: Operating system, browser version, screen resolution
4. HOW WE USE YOUR INFORMATION
4.1 Service Delivery
Provide and maintain our AI services
Process customer inquiries through AI systems
Book appointments and manage schedules
Generate reports and analytics for clients
Provide customer support and troubleshooting
4.2 AI Training and Improvement
Train AI models to better understand your business
Improve response accuracy and natural language processing
Develop new features and capabilities
Analyze conversation patterns to enhance performance
Create industry-specific AI improvements (using anonymized data)
4.3 Business Operations
Process payments and manage billing
Communicate about service updates and changes
Provide technical support and account management
Comply with legal obligations and resolve disputes
Protect against fraud and security threats
4.4 Marketing and Communications
Send service-related notifications and updates
Provide newsletters and marketing materials (with consent)
Conduct surveys and gather feedback
Promote new features and services
Share relevant industry insights and best practices
5. AI-SPECIFIC DATA USAGE
5.1 Machine Learning Training
We use conversation data to train AI models for better performance
Training data is anonymized and stripped of personally identifiable information
AI models learn from patterns, not individual conversations
Training helps AI understand industry terminology and common requests
5.2 Voice and Speech Processing
Call recordings are processed to improve speech recognition
Voice patterns are analyzed to enhance natural conversation flow
Audio data may be transcribed for training purposes
Voice biometric data is not stored or used for identification
5.3 Natural Language Processing
Chat and call transcripts help AI understand context and intent
We analyze conversation patterns to improve response accuracy
Language models are updated based on successful interactions
Personal opinions or sensitive information is filtered from training data
5.4 Data Anonymization
Personal identifiers are removed from AI training datasets
Aggregated data is used for general AI improvements
Individual conversations are not used to train AI for other clients
Sensitive business information is protected from AI training
6. CALL RECORDINGS AND TRANSCRIPTS
6.1 Recording Practices
Calls may be recorded for quality assurance and AI training
Recordings are announced at the beginning of calls when legally required
Clients are responsible for obtaining proper consent from callers
We provide guidance on compliance but clients handle legal requirements
6.2 Transcript Generation
Call recordings may be automatically transcribed
Transcripts are used for AI training and performance analysis
Personal information in transcripts is protected with encryption
Transcripts may be provided to clients for business purposes
6.3 Storage and Security
Call recordings are encrypted during transmission and storage
Access to recordings is limited to authorized personnel only
Recordings are stored securely on protected servers
Regular security audits ensure data protection compliance
6.4 Retention and Deletion
Call recordings are retained for [X months/years] unless longer retention is required
Clients can request deletion of specific recordings
Automatic deletion occurs after retention periods expire
Legal holds may prevent deletion when required by law
7. DATA SHARING AND THIRD PARTIES
7.1 Third-Party Service Providers
We share data with trusted partners who help us provide our services:
GoHighLevel: CRM and marketing automation platform
Data Shared: Contact information, conversation data, appointment details
Purpose: Customer relationship management and marketing automation
Twilio: Communication platform for voice and messaging
Data Shared: Phone numbers, call recordings, message content
Purpose: Enabling voice and text communication features
OpenAI: AI language processing services
Data Shared: Anonymized conversation data for AI processing
Purpose: Natural language understanding and response generation
[Payment Processor]: Payment processing services
Data Shared: Billing information, payment details
Purpose: Processing payments and managing subscriptions
Google Analytics: Website analytics service
Data Shared: Website usage data, demographics (anonymized)
Purpose: Understanding website performance and user behavior
[Cloud Storage Provider]: Data storage and hosting
Data Shared: All data necessary for service operation
Purpose: Secure data storage and service hosting
7.2 Data Sharing Principles
We only share data necessary for service delivery
All third parties are bound by strict confidentiality agreements
We ensure third parties have adequate data protection measures
We regularly review and audit third-party data handling practices
7.3 Legal Disclosures
We may disclose information when:
Required by law, court order, or government request
Necessary to protect our rights or property
Needed to investigate fraud or security incidents
Required to comply with regulatory obligations
Necessary to protect someone's safety or prevent harm
8. DATA SECURITY MEASURES
8.1 Technical Safeguards
Encryption: All data is encrypted in transit and at rest
Access Controls: Multi-factor authentication and role-based access
Secure Servers: Data stored on secure, regularly updated servers
Network Security: Firewalls and intrusion detection systems
Regular Updates: Software and security patches applied promptly
8.2 Administrative Safeguards
Employee Training: Regular privacy and security training for all staff
Background Checks: Screening for employees with data access
Confidentiality Agreements: All staff sign strict confidentiality agreements
Access Monitoring: Regular audits of who accesses what data
Incident Response: Procedures for handling security incidents
8.3 Physical Safeguards
Secure Facilities: Restricted access to servers and equipment
Environmental Controls: Protection against physical threats
Equipment Security: Secure disposal of hardware containing data
Backup Systems: Regular, secure backups of all important data
9. DATA RETENTION POLICIES
9.1 Client Data
Account Information: Retained while account is active plus 7 years
Payment Records: Retained for 7 years for tax and legal purposes
Communication Records: Retained for 3 years unless longer period required
9.2 End User Data
Call Recordings: Retained for [X months/years] or as requested by client
Chat Transcripts: Retained for [X months/years] for service improvement
Contact Information: Retained as long as client relationship continues
Analytics Data: Aggregated data retained indefinitely (anonymized)
9.3 AI Training Data
Anonymized Data: May be retained indefinitely for AI improvement
Personal Identifiers: Removed before long-term storage
Sensitive Information: Deleted according to shortest applicable retention period
9.4 Automatic Deletion
We automatically delete data when retention periods expire
Clients can request earlier deletion in most cases
Some data may be retained longer due to legal requirements
Backups are also purged according to retention schedules
10. YOUR PRIVACY RIGHTS
10.1 Access Rights
You have the right to:
Know what personal data we have about you
Receive a copy of your personal data in a readable format
Understand how your data is being used
Get information about who we share your data with
10.2 Correction Rights
You can:
Update incorrect or incomplete personal information
Request corrections to your account details
Modify your communication preferences
Update your business information for AI training
10.3 Deletion Rights ("Right to be Forgotten")
You may request:
Deletion of your personal data (subject to legal requirements)
Removal from marketing communications
Deletion of specific call recordings or transcripts
Account closure and data removal
10.4 Portability Rights
You can:
Export your data in a machine-readable format
Transfer your data to another service provider
Receive copies of your call recordings and transcripts
Get your contact lists and business data
10.5 Objection Rights
You can object to:
Processing of your data for marketing purposes
Use of your data for AI training (may limit service functionality)
Automated decision-making that significantly affects you
Processing based on legitimate interests
10.6 Restriction Rights
You can request:
Temporary suspension of data processing
Limitation of how your data is used
Restriction during dispute resolution
Limited processing while verifying data accuracy
11. EXERCISING YOUR RIGHTS
11.1 How to Make Requests
To exercise your privacy rights:
Email: Send requests to [YOUR EMAIL]
Subject Line: Use "Privacy Request" for faster processing
Include: Your name, account information, and specific request
Verification: We may need to verify your identity for security
11.2 Response Timeline
Simple Requests: Responded to within 72 hours
Complex Requests: Completed within 30 days
Extensions: We may need additional time for complex requests (we'll notify you)
Free Service: No charge for reasonable requests
11.3 Request Processing
We will:
Acknowledge receipt of your request promptly
Verify your identity to protect your privacy
Process your request thoroughly and accurately
Provide confirmation when your request is completed
Explain any limitations or legal requirements that apply
12. COOKIES AND TRACKING
12.1 Types of Cookies We Use
Essential Cookies: Required for website functionality
Session management and security
Form submission and error handling
Basic website operations
Analytics Cookies: Help us understand website usage
Google Analytics for traffic analysis
Performance monitoring and optimization
User behavior insights (anonymized)
Marketing Cookies: Support our marketing efforts
Conversion tracking for advertising
Remarketing to interested visitors
Social media integration
Preference Cookies: Remember your settings
Language preferences
Display settings
Account preferences
12.2 Cookie Management
You can control cookies through:
Browser Settings: Most browsers allow cookie blocking
Opt-Out Tools: Links provided for third-party cookies
Privacy Settings: Account-based preference controls
Cookie Banner: Options provided on first visit
12.3 Third-Party Cookies
We use cookies from:
Google Analytics (website analytics)
Facebook Pixel (advertising)
LinkedIn Insight Tag (professional networking)
Other advertising and analytics partners
13. INTERNATIONAL DATA TRANSFERS
13.1 Cross-Border Processing
Our services may involve international data transfers
Data may be processed in countries with different privacy laws
We ensure adequate protection through appropriate safeguards
Transfers comply with applicable international privacy regulations
13.2 Safeguards for International Transfers
Adequacy Decisions: Transfers to countries with adequate protection
Standard Contractual Clauses: EU-approved contract terms for protection
Binding Corporate Rules: Internal policies ensuring consistent protection
Consent: Your explicit consent for specific transfers when required
13.3 Specific Transfer Arrangements
OpenAI Services: Data may be processed in the United States
Cloud Storage: Data stored in [specific regions/countries]
Third-Party Services: Various international locations as disclosed
Client Choice: Options to limit international transfers when possible
14. CHILDREN'S PRIVACY
14.1 Age Restrictions
Our services are not intended for children under 16
We do not knowingly collect personal information from children
If you're under 16, please don't use our services
Parents should supervise children's internet activities
14.2 Parental Controls
If we discover we have collected information from a child:
We will delete the information immediately
We will not use the information for any purpose
We will not share the information with third parties
Parents can contact us to report any concerns
14.3 School or Educational Use
If our services are used in educational settings:
Schools must obtain appropriate parental consent
We'll work with educational institutions to ensure compliance
Special protections apply to student data
Parents retain rights regarding their children's information
15. MARKETING COMMUNICATIONS
15.1 Types of Communications
We may send you:
Service Updates: Important information about your account
Marketing Emails: Newsletters, promotions, new features
Educational Content: Industry insights, best practices, tips
Event Invitations: Webinars, conferences, training opportunities
15.2 Consent and Opt-In
Marketing communications require your consent
We use double opt-in for email newsletters
You can choose specific types of communications
Service-related communications are necessary for account management
15.3 Opt-Out Procedures
You can unsubscribe by:
Unsubscribe Links: Included in every marketing email
Account Settings: Manage preferences in your account dashboard
Email Request: Send unsubscribe requests to [YOUR EMAIL]
Phone Request: Call us to update your preferences
15.4 Suppression Lists
We maintain lists of people who have opted out
Opt-out preferences are honored across all our communications
We regularly update suppression lists
Third-party marketers are informed of opt-out preferences
16. DATA BREACH PROCEDURES
16.1 Breach Detection and Response
If a data breach occurs:
Immediate Assessment: We'll quickly evaluate the scope and impact
Containment: Steps taken to prevent further unauthorized access
Investigation: Thorough analysis of how the breach occurred
Remediation: Actions to fix vulnerabilities and prevent recurrence
16.2 Notification Procedures
Regulatory Notifications:
Authorities notified within 72 hours of discovery (when required)
Detailed breach reports submitted to relevant privacy authorities
Cooperation with official investigations and requirements
Individual Notifications:
Affected individuals notified without undue delay
Clear explanation of what happened and what data was involved
Specific steps individuals can take to protect themselves
Contact information for questions and assistance
16.3 Breach Information Provided
Notifications will include:
Description of what personal data was involved
Likely consequences of the breach
Measures taken to address the breach
Recommendations for protecting yourself
Contact details for further information
17. UPDATES TO THIS POLICY
17.1 Policy Changes
We may update this privacy policy from time to time
Changes will be posted on this page with updated dates
Significant changes will be communicated directly to clients
Continued use of services constitutes acceptance of updates
17.2 Notification of Changes
Major Changes: Direct notification via email Minor Updates: Posted on website with updated date Legal Requirements: Immediate updates when required by law Service Changes: Updates when we add new features or integrations
17.3 Review and Feedback
We encourage you to review this policy periodically
Feedback and questions about our privacy practices are welcome
We're committed to continuously improving our privacy protections
Your input helps us better protect your information
18. CONTACT INFORMATION
18.1 Privacy Questions and Requests
For privacy-related inquiries, contact us at:
Email: [email protected]
Subject Line: Privacy Policy Question
Website: laneninemedia.com
Address: 1/98 Walpole Street, Melbourne, Victoria
18.2 Data Protection Officer
Name: [If you have a DPO]
Email: [DPO EMAIL]
Responsibilities: Overseeing privacy compliance and handling privacy requests
18.3 Regulatory Contacts
If you're not satisfied with our response to privacy concerns:
Australian Privacy Commissioner: oaic.gov.au
EU Data Protection Authorities: European Data Protection Board
California Attorney General: For CCPA complaints
Other Regional Authorities: Contact information available upon request
19. LEGAL BASIS FOR PROCESSING
19.1 Contractual Necessity
We process data to:
Fulfill our service agreements with clients
Provide AI services as contracted
Process payments and manage accounts
Deliver customer support and technical assistance
19.2 Legitimate Interests
We may process data based on legitimate business interests:
Improving our AI services and technology
Ensuring security and preventing fraud
Conducting business analytics and research
Marketing to existing clients about relevant services
19.3 Legal Compliance
We process data to:
Comply with applicable laws and regulations
Respond to legal requests and court orders
Meet tax and financial reporting requirements
Fulfill regulatory obligations
19.4 Consent
With your explicit consent, we:
Send marketing communications
Use data for AI training beyond service delivery
Share information with additional third parties
Process sensitive