Privacy Policy

Contents

1. About this Policy
2. Personal Information We Collect
3. How We Collect It
4. Why We Use It
5. Marketing and Opting Out
6. AI and Automated Decisions
7. Who We Share It With, Including Overseas
8. Client Data We Handle for Clients
9. Storage, Security and Data Breaches
10. Cookies and Analytics
11. Access, Correction and Complaints
12. Changes and Contact

1. About this Policy

1.1 Operations Intelligence ("OI", "we", "us", "our") respects your privacy. This Policy explains how we collect, use, store and disclose personal information, in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

1.2 It applies to personal information about website visitors, people who use our free tools, prospects, clients and their staff, suppliers, partners and job applicants.

1.3 "Personal information" means information or an opinion about an identified individual, or an individual who is reasonably identifiable.

1.4 You can deal with us anonymously or using a pseudonym where that is practical, for example when browsing the Website or asking a general question. We need your real details to provide Free Tool results, book a session or supply our services.

2. Personal Information We Collect

Depending on how you deal with us, we may collect:

• Contact details: name, email address, phone number, business name, role and business address.
• Business information: industry, team size, revenue range, the systems you use, and your answers to Free Tool questions (for example time spent on admin, lead volumes and response times).
• Engagement records: booking details, call and video session recordings and notes (with notice), emails, messages and chat transcripts, including conversations with our AI assistants.
• Client account information: billing details, invoices, payment history and the contacts we work with in your business. Card details are processed by our payment provider; we do not store full card numbers.
• Technical information: IP address, device and browser type, pages visited, referring site, and how you interact with our emails and Website, collected through cookies and similar tools.
• Recruitment information: if you apply to work with us, your resume, work history and referee details.

We do not intentionally collect sensitive information (such as health, racial or religious information). If you send it to us, we will only keep it where it is reasonably necessary and you have consented.

3. How We Collect It

We collect personal information:

• directly from you, when you complete a form or Free Tool, book a session, call, email or message us, or become a client;
• automatically, through cookies, analytics and email tracking when you use our Website or open our emails;
• from your organisation, when a client gives us access to its systems or nominates you as a contact;
• from our partners and referrers, when they introduce you to us with your knowledge; and
• from publicly available sources, such as business websites, ASIC and ABN records and LinkedIn, when researching or contacting businesses.

If we receive personal information we did not ask for, we will decide whether we could have collected it lawfully. If not, we will destroy or de-identify it where lawful and reasonable.

4. Why We Use It

We use personal information to:

• provide Free Tool results and follow up on them;
• respond to enquiries and book and run Free Strategy Sessions;
• prepare Proposals and deliver, support and improve our services;
• invoice, collect payments and keep business records;
• send you information about OI's services, events and resources (see section 5);
• understand how our Website, tools and campaigns perform, and improve them;
• protect the security of our systems and prevent misuse or fraud;
• assess job applications; and
• meet our legal, tax and regulatory obligations.

We will not use your personal information for an unrelated purpose unless you would reasonably expect it, you consent, or the law allows or requires it.

5. Marketing and Opting Out

5.1 We send marketing emails and SMS, and may call you, about OI's services where you have consented (for example by submitting a form or using a Free Tool) or where the law otherwise allows it. Our messages identify OI as the sender.

5.2 Every marketing email and SMS includes an unsubscribe option. You can also opt out at any time by emailing [email protected]. We action opt-out requests within 5 business days.

5.3 Opting out of marketing does not stop service messages we need to send, such as booking confirmations, invoices or messages about an active engagement.

5.4 We do not sell your personal information.

6. AI and Automated Decisions

6.1 As an AI business, we use computer programs, including AI models, in how we work with you. Specifically, they:

• calculate Free Tool results from your answers (for example estimated hours or revenue recoverable);
• sort and prioritise enquiries using the business details you provide, such as industry and revenue range;
• draft or send replies, reminders and follow-ups, and summarise call notes; and
• power the chat, messaging and voice assistants on our Website and channels.

6.2 These programs use your contact details, business information, Free Tool answers and messages. They help us respond faster; they do not make decisions that significantly affect your rights or interests. A person on our team decides whether to offer you a Proposal or take you on as a client.

6.3 Your personal information is not used to train AI models. The AI providers we use process requests under business terms that prohibit training on our data.

6.4 You can ask to speak with a person at any time, and ask us how a result or response about you was produced.

7. Who We Share It With, Including Overseas

7.1 We share personal information only as needed, with:

• our team, contractors and consultants who help deliver our services and book sessions, under confidentiality obligations;
• service providers that run our business systems, including our CRM and marketing platform, email and SMS providers, booking tools, payment processors, cloud hosting, and AI model providers;
• our professional advisers, such as accountants, lawyers and insurers;
• partners who referred you to us, limited to whether you engaged with us, where you agreed to this; and
• government bodies, regulators or others where the law requires or allows it.

7.2 Some of these service providers store or process information outside Australia, most commonly in the United States, and may use data centres in other countries. We take reasonable steps to make sure overseas providers handle personal information consistently with the Australian Privacy Principles, including by choosing providers with strong security and contractual privacy commitments.

7.3 Client systems we build are hosted in Australia (Amazon Web Services, Sydney) unless the client chooses another region. See section 8.

8. Client Data We Handle for Clients

8.1 When we build and run AI systems for a client, we may access personal information the client holds about its own customers, tenants, contacts and staff ("Client Data"). We handle Client Data on the client's behalf and only to deliver the services they engaged us for. The client's own privacy policy applies to that information, and questions about it should go to the client first.

8.2 Every engagement involving Client Data is covered by a data processing agreement. Our standard safeguards are:

• read-only access to client-approved systems only, unless a specific workflow needs more;
• user permissions that mirror the client's own systems;
• Client Data is never used to train AI models;
• full activity logs of what each user asked and what each AI agent did;
• encryption in transit and at rest, hosted on Amazon Web Services in Sydney unless the client chooses another region;
• deletions in the client's systems flow through to the systems we manage;
• only the content of individual AI requests leaves Australia, processed under business terms that prohibit training; and
• notice to the client within 72 hours of us becoming aware of a suspected data breach.

8.3 When an engagement ends, we return Client Data on request and then securely delete it, unless the law requires us to keep it.

9. Storage, Security and Data Breaches

9.1 We store personal information electronically in secure cloud systems. We protect it using access controls, multi-factor authentication, encryption, activity logging and staff confidentiality obligations.

9.2 We keep personal information only for as long as we need it for the purposes in this Policy or as required by law (for example, tax records for 7 years). After that, we securely delete or de-identify it.

9.3 No system is completely secure. If we have a data breach that is likely to cause serious harm, we will notify the people affected and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme.

10. Cookies and Analytics

10.1 Our Website uses cookies, pixels and similar technologies to keep it working, measure visits and campaign results, and show relevant ads on platforms such as Google, Meta and LinkedIn. These providers may collect information about your visit under their own privacy policies.

10.2 Our emails may track whether they were opened and which links were clicked, so we can send relevant follow-ups.

10.3 You can block or delete cookies in your browser settings, and adjust ad preferences in your Google, Meta and LinkedIn accounts. Some Website features may not work without cookies.

11. Access, Correction and Complaints

11.1 Access and correction. You can ask for a copy of the personal information we hold about you, or ask us to correct it, by emailing [email protected]. We will respond within 30 days. We do not charge for a request, but may charge a reasonable cost for providing access. If we refuse a request, we will tell you why in writing and how to complain.

11.2 Complaints. If you think we have mishandled your personal information, email us with the details. We will acknowledge your complaint within 5 business days and aim to resolve it within 30 days.

11.3 Further help. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

12. Changes and Contact

12.1 We may update this Policy from time to time, for example when our systems or the law change. The current version is always on our Website.

12.2 For any privacy question or request, contact our privacy contact at [email protected].