Privacy Policy
1. About this policy
This policy explains how Mirai Technologies Pty Ltd (ABN 73 703 187 008) collects, uses, shares and protects personal information. It covers all our businesses and websites, including Mirai Technology, Mirai Internet, Mirai Mobile, Mirai Voice, Mirai Systems, Mirai AI, Mirai Computers, Mirai Visual, Mirai Printing and Mirai Designer, and our products including Mirai Chat (chat.mirai.com.au, formerly Parlay), Mirai Flow, Mirai OS and our AI receptionist. Section 9 has information specific to Mirai Chat.
We follow the Privacy Act 1988 (Cth) and the Australian Privacy Principles. As a telecommunications provider we also follow Part 13 of the Telecommunications Act 1997 (Cth) and related rules.
2. Two roles: our own information and our clients’ information
- When we deal with you directly (as a customer, website visitor, caller, supplier or job applicant), we decide how your information is handled. This policy applies in full.
- When we provide a service to a business (for example a Mirai Chat workspace, hosting, managed IT, or an AI receptionist answering a business’s calls), we handle information on behalf of that business. That business is responsible for telling you how it uses your information. We use it only to provide the service, under our contract with them and this policy. If you have a question about a business’s use of your information, please contact that business first. We will help them respond.
3. What we collect
- Contact and identity details: name, business name, address, email, phone, date of birth (for telecommunications identity checks), and identification documents where the law requires them.
- Account and billing details: services you use, invoices and payments. Card details are handled by our payment provider, Revolut; we do not see or store full card numbers.
- Telecommunications information: service addresses, numbers, call and data records (metadata), and information we must give to the Integrated Public Number Database for emergency services.
- Support and communications: emails, messages, support tickets, and call recordings and transcripts where you have been told a call is recorded.
- Technical information: device and network details, IP addresses, logs and cookies when you use our websites, apps, portals or managed systems.
- Information about children (through our clients): where a client such as a childcare provider uses Mirai OS, we hold information about children and their families on that client’s behalf (see section 10).
- Job applicants: information you give us when applying for work.
- Business contact information from public sources such as the Australian Business Register and ASIC, used for business-to-business contact.
We do not collect sensitive information (such as health information) unless you agree and it is reasonably needed, or the law requires or allows it. You may deal with us anonymously or using a pseudonym where that is practical, for example for general enquiries.
4. How we collect it
- From you directly: forms, quotes, orders, calls, emails, chat, our apps and portals.
- From our AI receptionist and phone systems when you call us or a client who uses them.
- From our clients, when they use our services to manage their own customers’ information.
- From third parties: wholesale carriers, payment providers, identity verification services and public registers.
- Automatically: website cookies and analytics, and system logs.
5. Why we use it
- To provide, bill and support our services, and to verify your identity.
- To meet legal obligations, including telecommunications, tax, consumer and emergency-call rules.
- To keep our systems and your information secure, and to detect fraud, abuse and scams.
- To improve our services.
- To tell you about our services, if you have agreed or the law allows. You can opt out at any time using the unsubscribe link or by contacting us. Service and transactional messages may still be sent.
We do not sell personal information.
6. Who we share it with
- Service providers who help us run our business: wholesale telecommunications carriers, cloud hosting and software providers, email delivery, payment processors (including Revolut for banking and card payments), our accountants and lawyers, and our insurers, under contracts that limit their use to providing those services.
- Artificial intelligence (AI) service providers that process information to deliver features such as call answering, transcription, summaries and drafting (see section 8).
- The Integrated Public Number Database and emergency services, as the law requires.
- Law enforcement and government agencies where the law requires or permits it. We record these disclosures as required.
- Anyone you authorise.
7. Overseas disclosure
Where possible, we keep information on our own servers in Perth, Western Australia. Some of our providers store or process information outside Australia, likely in the United States and other countries where those providers operate. Before sharing personal information overseas, we take reasonable steps to make sure the recipient protects it in line with the Australian Privacy Principles, including through contract terms.
8. Artificial intelligence and automated decisions
We use AI tools to answer and route calls, transcribe and summarise conversations, draft messages and documents, and help our staff work faster. When you speak with our AI receptionist, it tells you that it is an AI assistant, and you can ask for a person. We do not use our clients’ or customers’ information to train AI models without consent, and we choose AI providers whose business terms say they do not train on our data.
The law requires us to tell you when computer programs make, or substantially help make, decisions that could significantly affect your rights or interests:
| Decision | Personal information used | Is a person involved? |
|---|---|---|
| Routing and prioritising calls and support requests by the AI receptionist | What you say on the call, your phone number, your account details | Yes. Urgent matters go to a person, and you can ask for a person at any time |
| Flagging possible scam calls or messages, or unusual account activity | Call and message metadata, account activity | Yes. A person reviews before any service is restricted |
| Payment reminders or service suspension for unpaid accounts | Billing and payment history | A person always decides. We do not suspend services or start collection automatically. |
| Decisions made by our clients using Mirai OS | As set by the client | The client is responsible for these decisions and for telling you about them |
If you have concerns about an automated decision, contact us (section 13) and a person will review it.
9. Mirai Chat
- What we hold: account data (username, display name, hashed password, optional email or phone, role, profile photo); workspace data (name, branding, billing email, plan and trial status); content your workspace creates (messages, files, reactions, channel names, call metadata); and technical data needed to run and secure the service.
- Separation: each workspace is logically separated. Content is not available to other customers. Our staff access workspace data only as needed for support, security or legal compliance, under access controls and audit logging.
- Security: traffic is encrypted in transit (TLS) and passwords are stored using a modern one-way hash (Argon2).
- Your choices: workspace administrators manage members, content, retention and exports. You can ask us for access, correction or deletion; for workspace content, the workspace administrator may need to make the request.
- Retention: we keep account and workspace data while the workspace is active. After deletion or extended inactivity we delete or de-identify it within a reasonable period, except records we must keep for legal, tax or security reasons.
- Mirai Chat is intended for business and organisational use and is not directed at children.
10. Children’s information
We do not knowingly offer our own services directly to children. Some clients, such as childcare and early education providers, use Mirai OS to manage information about children and families. We hold it on the client’s behalf, only to provide the service, with extra protections: access limited to staff who need it, information kept in Australia where the client requires, no use for marketing, no AI training, and deletion or return at the end of the contract. We will comply with the Children’s Online Privacy Code once it is registered and applies.
11. How we protect information
We use administrative, physical and technical measures, including access controls, multi-factor authentication, encryption, logging and monitored backups. Our staff and contractors are bound by confidentiality. We keep personal information only as long as we need it or the law requires, then destroy or de-identify it. Telecommunications metadata that we must retain is kept for two years and then destroyed. If a data breach is likely to cause serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) as the law requires.
12. Accessing and correcting your information
You can ask for a copy of the personal information we hold about you, or ask us to correct it. We will respond within 30 days, after verifying your identity. We may refuse access in limited cases allowed by law, and will tell you why. We do not charge for a request; we may charge a reasonable fee for providing large volumes of records.
13. Contact and complaints
Privacy Officer, Mirai Technologies Pty Ltd (ABN 73 703 187 008)
Email: mirai@mirai.com.au
Phone: 08 6300 4000
Post: C/- Goodwin Chivas & Co. Pty Ltd, Level 4, Suite 401, 29-31 Solent Circuit, Norwest NSW 2153
If you have a complaint about privacy, please contact us first. We will acknowledge it within 2 business days and aim to resolve it within 30 days. If you are not satisfied, you can contact the Office of the Australian Information Commissioner (www.oaic.gov.au, 1300 363 992).
14. Changes to this policy
We may update this policy. The current version is always on our websites with its effective date, and we keep earlier versions available.