Last updated 1 November 2026

Privacy Policy

This policy explains what personal information Synagen Systems collects, why we collect it, how we look after it and what you can ask us to do with it. It covers synagen.net and every product we operate, including the Synagen AI Receptionist.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

Two promises worth putting at the top, because they are the two questions people actually ask us:

1. We do not record the conversation. When our AI receptionist answers a call on behalf of a business, the audio is not recorded and no copy of the call is kept. What is kept is a written summary of the enquiry, so the business can call the customer back and know what they wanted. There is one exception, described in section 4, and it only happens when a caller is asked to leave a message and chooses to do so.

2. We will never contact you unless you contacted us first. We do not buy, rent or scrape contact lists, we do not send unsolicited marketing, and we do not cold-call. If you have not asked us to get in touch, you will not hear from us.

1. Who we are

Synagen Systems is an Australian business operating from Queensland.

ABN 45 112 873 462
Email admin@synagen.net
Phone +61 485 048 412
Surfers Paradise, Queensland, Australia

Where we provide the AI receptionist to a business, that business decides what it does with its own customers' information. We hold and process that information on its behalf, under this policy and our agreement with them. If you are a customer of one of those businesses and you want your details removed, you may contact either them or us.

2. What we collect, and why

We collect only what the service needs to work.

When you contact us — through the form on this site, by email or by phone — we collect your name, email address, phone number if you give one, and whatever you write in your message. We use it to answer you. Nothing else.

When you become a customer we collect your business name, contact details and the settings you give us: your opening hours, the services you offer, the calendar you want bookings written into. Card details are entered on Stripe's own payment page and are never seen by, or stored on, our systems. We hold Stripe's customer and subscription identifiers so we can bill you and show you your own invoices.

When our AI receptionist answers a call, SMS or message for a business we collect what the caller tells it: typically a name, a contact number, and a description of the job they are enquiring about. This becomes the lead record that the business sees.

When you visit this website our server records the usual request information, including your IP address, so we can keep the site working and defend it against abuse. We use Google Analytics to understand which pages are read; it sets cookies in your browser. You can block those cookies in your browser settings and the site will work normally.

3. What we do not do

• We do not sell personal information. Not to anyone, in any circumstances.
• We do not use what a caller says to train AI models.
• We do not send marketing to people who have not asked for it.
• We do not share one customer's data with another customer. Every record in our systems belongs to exactly one business and is only ever retrieved for that business.

4. Voice calls and recordings

This is the part people most want to know about, so it is written out in full.

Ordinary calls are not recorded. When the AI receptionist answers, the conversation is processed as it happens so the AI can understand and reply. The audio is not written to disk, not stored, and not retained after the call ends. What remains is a written summary and the lead details — name, number, what the caller wanted — which the business needs in order to return the call.

We built it this way deliberately. Keeping no audio means there is no recording to leak, and it avoids the consent questions that recorded calls raise under Australian law.

Callers are told they are speaking to an AI assistant at the start of the call, before the conversation begins.

The one exception is voicemail. If our system cannot complete a call normally, the caller is asked to leave a message so the business can ring them back. A message left at that point is recorded, because that is what leaving a message means. It is stored with our telephony provider, Twilio, is available only to the business that was called, and is never public. If you leave such a message and want it deleted, email admin@synagen.net and we will delete it.

5. Who else is involved

Running the service means using a small number of established providers. Each receives only what it needs to do its job:

• Twilio — carries phone calls and text messages, and sends email on our behalf.
• OpenAI — provides the language model that understands and answers the caller. Conversations sent to it are not used to train its models.
• Google Cloud — hosts our servers, holds our credentials securely, and writes bookings into the calendar a business has connected.
• Stripe — takes subscription payments. Card numbers go to Stripe directly and never reach us.

Some of these providers operate servers outside Australia, which means your information may be processed overseas. We choose providers that commit to appropriate protection, and we use their Australian infrastructure where it is available.

We will disclose personal information where the law requires it — for example, in response to a court order. We will not hand it over on request without one.

6. How long we keep it

We keep lead and conversation records for as long as the business we collected them for remains a customer, because those records are the service. When a business closes its account we delete its data, except where we must keep certain billing records to meet Australian tax and record-keeping obligations.

Enquiries made through this website are kept while we are dealing with them and for a reasonable period afterwards, and are then deleted.

7. How we protect it

Access to live systems is restricted and authenticated. Data moves over encrypted connections. Credentials are held in a managed secret store and never written into our source code, our configuration files or our logs. Our application logs deliberately record what happened and when, but never the contents of a message, a call or a customer record — so a log file cannot become a second copy of your data.

No system is perfectly secure. If a breach occurs that is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner, as the Notifiable Data Breaches scheme requires.

8. Your rights

You may ask us to:

• tell you what personal information we hold about you;
• correct anything that is wrong;
• delete what we hold, where we are not required to keep it;
• stop contacting you, at any time and for any reason.

Email admin@synagen.net. We will respond within 30 days, and there is no charge for asking.

9. Complaints

If you think we have mishandled your personal information, tell us first at admin@synagen.net and we will investigate and reply within 30 days. If you are not satisfied with our answer, you can take the matter to the Office of the Australian Information Commissioner at oaic.gov.au.

10. Changes to this policy

We may update this policy as the service changes. The date at the top always shows when it was last revised. If a change materially affects how we handle information we already hold about you, we will tell you before it takes effect.

Synagen Systems · ABN 45 112 873 462 · admin@synagen.net · +61 485 048 412