Privacy policy.

Quick overview

What personal information we collect

Identity and contact details

We may collect:

• Your name
• Your business name and role
• Your email address and phone number
• Your business address
• Your website address, if you ask us to build a demo
• Your communication preferences

Enquiry and service information

We may collect:

• What you have asked about
• The products or services you are interested in
• Your answers to qualifying questions
• Bookings and appointment times
• Notes added by our team
• Billing and transaction details if you become a client
• Feedback and survey responses
• Your marketing preferences
• Information needed to configure, provide and support our services

Conversations

We may collect:

• Website chat transcripts
• Website voice recordings and transcripts
• Recordings and transcripts of calls with our AI agents or team members, where you are told the call may be recorded
• WhatsApp, SMS and email messages you exchange with us
• Information you provide during a demo or Leaking Leads Check

Recordings and transcripts of calls are made only where the person is told that the call may be recorded. The recorded-line notice is given at the start of the call.

Call recording is handled consistently with applicable State and Territory surveillance and listening device laws.

Digital and behavioural information

We may collect:

• IP address and approximate location derived from it
• Device and browser information
• Pages viewed and time spent on pages
• Return visits
• The advertising campaign, search result or referral that brought you to our website
• Whether you opened or clicked an email we sent you
• Website and campaign engagement information
• Scores and tags generated by our systems, such as buying readiness and areas of interest

We do not intentionally collect sensitive information, such as health, racial or religious information. Please do not share sensitive information in a chat, call or message. If you do, we will only use it to deal with your enquiry or provide the relevant service.

How we collect personal information

We collect personal information:

• From you, when you complete a form, build a demo, download our guide, book a Leaking Leads Check, chat, talk or message with our agents, or deal with our team
• Automatically, through cookies, pixels and similar technologies when you visit our website or open our emails
• From public sources, such as your business website when you ask us to build a demo, ABN and ASIC records, and professional networks
• From service providers and partners, such as advertising and analytics platforms that provide information about which campaign brought you to our website
• From our clients, where we handle personal information on their behalf
• From your dealings with us, including information connected with demos, bookings, service delivery and support

Collection notices on our forms and in our demo builder tell you what information is being collected and why we need it. Where practical, you may browse our website or ask a general question in chat without identifying yourself.

Information from website visits, forms, AI conversations, calls, messages and bookings may be linked to one contact record in our CRM. This helps our agents and team understand the history of an enquiry so that you are not asked to repeat yourself.

Outbound voice contact, callbacks and messages are only made to people who have made an enquiry, requested a callback or otherwise engaged with us. We do not use our AI agents to make cold contact with strangers.

When we handle information for our clients

NEXUSPRO provides an AI sales layer to other businesses. When Nexi and its agents answer enquiries on a client's website, phone line or WhatsApp, we may handle the client's customers' personal information on that client's behalf and under the client's instructions.

In that situation:

• The client is responsible for its own privacy policy and for telling its customers how their information is used.
• We use that information only to provide the service to the client and for the purposes authorised by the client.
• We do not use the client's customer information to market NEXUSPRO to those customers.
• We keep each client's data separate and do not share one client's customer information with another client.
• We assist the client to respond to requests concerning personal information where appropriate.

If you contacted one of our clients and have a question about your information, please contact that business first. We will help the client respond where appropriate.

Why we collect, use and disclose personal information

Running our business

We may collect, use and disclose personal information to:

• Respond to enquiries
• Build and provide demos
• Conduct Leaking Leads Checks
• Deliver, configure and support our services
• Manage client accounts
• Operate the NEXUSPRO CRM
• Arrange bookings, callbacks and appointments
• Process payments and billing
• Maintain business, tax and accounting records
• Manage administration and internal operations

Communication

We may use personal information to:

• Follow up on a demo, guide download, enquiry or booking
• Provide information you have requested
• Send service updates and important notices
• Respond to questions and support requests
• Arrange a callback or appointment where you have requested one

Improving our services

We may use personal information to:

• Analyse how our website and agents are used
• Test and improve our agents' answers, routing and handover
• Monitor service quality and accuracy
• Review how conversations are handled
• Improve the operation, security and functionality of our systems

Marketing

We may use personal information to:

• Tell you about our services where you have consented or would reasonably expect us to do so
• Send relevant information about NEXUSPRO
• Show you relevant advertising based on your visit to our website
• Measure the effectiveness of our campaigns

Our marketing practices are described further under Marketing.

Legal and compliance purposes

We may collect, use and disclose personal information to:

• Meet our legal, tax and regulatory obligations
• Respond to lawful requests
• Protect our legal rights and interests
• Prevent fraud, misuse or security incidents
• Resolve complaints and disputes
• Establish, exercise or defend legal claims

AI agents and Nexi

Our AI sales layer uses artificial intelligence to hold conversations, qualify enquiries, assist our team and support sales and service processes.

The AI intelligence underneath the system is called Nexi. The named agents may include:

• Cleo, for website chat
• Vox, for website voice
• Otto, for auto connect
• Ringo, for inbound calls
• Callum, for callbacks
• Winnie, for WhatsApp

Available agents and capabilities may vary depending on how a client account is configured.

We use AI responsibly:

• It identifies itself as AI. Our agents identify themselves as AI and do not pretend to be human.
• You can ask for a person. You can request a person at any time, and our team can take over a conversation.
• It only contacts engaged people. Our agents respond to people who visit a website, message, call or enquire. Follow-up contact is made only with people who have enquired, requested a callback or otherwise engaged with us.
• It does not replace staff. The AI sales layer supports the sales and service team by covering enquiries and hours the team cannot always cover. People remain responsible for significant decisions and can take over a conversation.
• It does not invent prices or recommendations. Our agents only quote prices or recommend products where the relevant business has specifically instructed them to do so. They do not make up prices, product information or recommendations.
• It does not certify or diagnose. Our agents do not certify compliance, diagnose faults or provide professional advice unless a qualified person is involved and responsible for that advice.
• Scores and tags are personal information. Information generated or inferred by Nexi, including buying-readiness scores, interest tags and routing recommendations, is treated as personal information.
• People remain responsible for significant decisions. Pricing, quotes, contract terms, credit or eligibility decisions and anything else that significantly affects an individual are made by a person, not by the program alone.

We use service providers to support AI, voice, CRM, telephony, messaging, hosting, analytics and related functions. Those providers are contractually required to protect personal information, use it only for authorised purposes and not use it to train their general-purpose models.

Automated decision-making transparency

NEXUSPRO arranges for computer programs, including Nexi and related systems, to use personal information to make decisions and to do things substantially and directly related to making decisions that could reasonably be expected to significantly affect an individual's rights or interests.

This section explains the kinds of information used and the types of decisions and related activities involved.

Personal information used by the programs

The programs may use:

• Name, business name, role and contact details
• Enquiry details and the products or services of interest
• Answers to qualifying questions
• Website pages viewed, visit history and website behaviour
• Information about forms completed, emails opened or clicked and other engagement
• Chat, voice, phone, WhatsApp, SMS and email transcripts
• Call recordings where recording has been notified
• Appointment, booking and callback information
• Previous dealings and communication history recorded in the CRM
• Marketing preferences and communication history
• Device, browser, IP address, approximate location and referral information
• Information supplied by a client about its customer or enquiry
• AI-generated information, including scores, tags, summaries and recommendations

Decisions made solely by the operation of the programs

Depending on how the system is configured, a program may make or carry out decisions such as:

• Automatically qualifying an enquiry against instructions supplied by the relevant business
• Ranking or prioritising enquiries based on engagement or buying-readiness indicators
• Routing or allocating an enquiry to a team member, branch or sales queue
• Generating a follow-up reminder
• Including an enquiry in a daily brief or action list
• Scheduling or proposing a callback or appointment based on the information provided and available settings

These automated actions are generally used to organise communications and help a team respond to enquiries. They do not replace a person's responsibility for significant decisions.

Decisions where the program does something substantially and directly related to making the decision

A program may produce an output that substantially and directly relates to a human decision, including where the output is a key factor in the decision. Examples include:

• Generating a buying-readiness score that helps a team member decide which enquiry to contact first
• Generating interest tags that help determine which team member or branch should handle an enquiry
• Summarising a conversation to help a team member decide the next step
• Recommending a follow-up time, callback or appointment
• Preparing a daily brief that helps a team member decide which enquiries require attention
• Suggesting a handover, routing or escalation based on the information provided
• Identifying information that may help a team member assess whether further qualification is needed

A person always makes pricing, quote, contract-term, credit and eligibility decisions, and any other decision that significantly affects an individual. Those decisions are not made by the program alone.

Your choices and review rights

You may:

• Ask for an explanation of how a score, tag or other AI-generated information about you was arrived at
• Ask for a person to review an AI-generated score, tag, summary, recommendation or related action
• Ask us to correct AI-generated information that you believe is inaccurate, incomplete, out of date, irrelevant or misleading
• Ask to speak with a person instead of an AI agent
• Ask how personal information has been used in connection with an automated action

You can make a request through our contact form or by using the phone number published on nexuspro.app. We may need to verify your identity before responding.

We do not disclose commercially sensitive information or trade secrets about the operation, configuration or underlying systems used by NEXUSPRO.

Who we share personal information with

We may share personal information with:

• Service providers that help us run our business, including providers supporting CRM, AI, voice technology, telephony, messaging, cloud hosting, data storage, email delivery, analytics, advertising and payment processing
• Our clients, where we handle enquiries on their behalf and the enquiry needs to be provided to the business you contacted
• Professional advisers, such as accountants, auditors, insurers and lawyers
• Contractors, who help us set up, operate and support client accounts
• A buyer or its advisers, if we sell, restructure or merge all or part of our business
• Courts, regulators and law enforcement, where the law requires or permits us to do so
• Anyone you have authorised us to share information with

We do not sell, rent or trade your personal information.

Overseas storage and disclosure

We store personal information in Australia.

Some of our service providers, including providers supporting AI, voice, telephony and messaging, CRM, cloud hosting, email delivery, analytics and advertising, may store or access personal information overseas. The countries where our providers may store or access personal information include:

• United States

Before disclosing personal information overseas, we take reasonable steps to ensure it is protected in a way that is consistent with the Australian Privacy Principles.

We only share the information needed for the relevant purpose. Our contracts require service providers to maintain appropriate privacy and security standards, protect personal information and use it only for authorised purposes.

Marketing

We send marketing emails and messages in accordance with the Spam Act 2003 (Cth).

We send marketing communications only where you have consented to receive them or where we are permitted to send them because you would reasonably expect the communication. Every marketing message identifies us and includes an easy way to unsubscribe.

We act on unsubscribe requests promptly. You can opt out of marketing at any time using the unsubscribe link in the message or by contacting us through our contact form or the phone number published on nexuspro.app.

Downloading our guide does not sign you up for sales calls unless you ask for one. We may still send information reasonably connected with the guide or enquiry you requested, where permitted by law.

We may show you advertisements on platforms such as Google, Facebook, Instagram and LinkedIn based on your visit to our website. You can manage some advertising preferences through those platforms.

Cookies, pixels and tracking

We use cookies, tracking pixels and similar technologies on our website and in our emails. They help us to:

• Make the website work, maintain secure sessions and remember your preferences
• Recognise returning visitors so our agents can continue a conversation where appropriate
• Understand website usage, including pages viewed, time on page and traffic sources
• Measure email engagement, such as opens and clicks
• Measure and target advertising
• Understand the effectiveness of our campaigns

These technologies may include analytics, advertising and conversion measurement tools.

You can block or delete cookies in your browser, use privacy extensions, stop images loading in your email client or adjust advertising settings in your Google, Meta and other platform accounts. Blocking some cookies may affect how the website or its features work.

Security and how long we keep information

We use reasonable technical and organisational measures to protect personal information. These measures include:

• Encryption in transit and at rest
• Role-based access controls
• Multi-factor authentication on key systems
• Monitoring for security and operational issues
• Staff training
• Access management and internal procedures
• Secure deletion or de-identification when information is no longer needed

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

We keep personal information only for as long as we need it for the purposes described in this policy or as required by law.

Specific retention periods include:

• Call recordings and conversation transcripts are kept for 24 months, unless a client's instructions or the law require a different period.
• Records relating to billing, tax and legal obligations are kept for up to 7 years.
• Other personal information is kept for the period reasonably required for the relevant business, legal, security, dispute-resolution or operational purpose.

When personal information is no longer needed, we securely delete or de-identify it.

Anything you post publicly, such as a review or social media comment, can be seen and used by others. We cannot control how other people use information that you make public.

Your rights and choices

Anonymity and pseudonyms

You can stay anonymous or use a pseudonym where it is practical to do so, such as when browsing our website or asking a general question in chat.

We may not be able to provide a demo, arrange a callback, provide a quote or deliver a service without certain contact details.

Access

You can ask for a copy of the personal information we hold about you, including AI-generated scores, tags, summaries and recommendations.

We do not charge for making a request. If we charge for providing access, the charge will be reasonable and limited to our actual cost of providing access. Nothing is payable for lodging the request.

We may refuse access in limited circumstances permitted by law. If we do, we will explain the reason where permitted.

Correction

You can ask us to correct personal information that is inaccurate, out of date, incomplete, irrelevant or misleading.

This includes asking us to correct AI-generated information that you believe is wrong. If we cannot make the correction, we will explain why and you may ask us to add a note to our records.

Marketing

You can opt out of marketing at any time by using the unsubscribe link in a marketing message or contacting us through our contact form or the phone number published on nexuspro.app.

A person, not AI

You can ask to speak to a person instead of an AI agent at any time.

Automated decision-making

You can ask for an explanation of an AI-generated score, tag or recommendation, request human review and ask us to correct information that you believe is inaccurate.

To make an access, correction, automated decision-making or other privacy request, contact the Privacy Officer through the contact form or the phone number published on nexuspro.app.

Information about people outside Australia

NEXUSPRO sells its services to Australian businesses. If you contact us from outside Australia, we handle your information in line with this policy and will explain any additional privacy rights that apply to you on request.

Contact us and complaints

You can contact the Privacy Officer through the contact form or the phone number published on nexuspro.app.

1. Tell us. Provide your name, contact details and the details of your request or complaint, including any relevant dates, records or reference numbers.
2. We respond. We will verify your identity, investigate the issue and respond in writing within 30 days.
3. Internal review. If you are not satisfied with our response, you can ask for a review by our senior management.
4. Office of the Australian Information Commissioner. If you remain dissatisfied, you can contact the Office of the Australian Information Commissioner: phone 1300 363 992 or website oaic.gov.au.

Changes to this policy

We may update this policy from time to time. The current version will be published on this page with the date it was last updated.

Last updated: 9 October 2026