Compliance Policy

CloseCall Pty Ltd (ABN: 90 674 896 701)

Terms of Service
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1. Introduction
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We are committed to conducting our outbound voice AI operations in full compliance with Australian telemarketing laws and regulations. The below outlines the measures we implement to ensure adherence to the Do Not Call Register Act 2006, the Spam Act 2003, the Privacy Act 1988, and the guidelines issued by the Australian Communications and Media Authority (ACMA) and the Australian Competition and Consumer Commission (ACCC).

2. Regulatory Framework
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We comply with the following Australian regulations:
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Do Not Call Register Act 2006
Spam Act 2003
Privacy Act 1988
ACMA and ACCC guidelines for telemarketing, privacy, and consumer protection.

3. Consent Management
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Our consent management practices include:
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Programming agents to inform the customers how data was obtained.
Providing clear opt-in methods for individuals.
Ensuring individuals understand they may withdraw consent at any time.

We require all clients to disclose how their contact data was obtained, ensuring that it complies with legal and ethical standards. Our system is programmed to disclose the source of data to call recipients if requested. However, we do not assume liability for the accuracy of the information provided to us by our clients. Clients are responsible for ensuring their data collection practices meet all legal requirements, including obtaining express consent from individuals.

4. Do Not Call Register Compliance
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Our procedure involves advising the customer to wash records against the Do Not Call Register prior to initiating any calls.
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On top of this, our extra procedures include:
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Regularly uploading contact lists to ACMA's database for validation.
Removing or flagging registered numbers unless explicit consent is obtained.

5. Calling Time Restrictions
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Our calling times strictly adhere to ACMA’s permitted hours:
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Weekdays: 9:00 am to 8:00 pm.Saturdays: 9:00 am to 5:00 pm.
No calls are made on Sundays or public holidays.
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6. Caller Identification
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All calls made through our voice AI system include:
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Clear identification of our company name.
Explanation of the purpose of the call at the start of the interaction.
Contact details provided on request

.7. Call Recording Disclosure
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At the start of each call, we inform recipients that the call is being recorded. We do not record calls unless disclosure is made and accepted.

8. Unsubscribe and Opt-Out Mechanisms
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We provide accessible opt-out mechanisms, including:
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A simple verbal request to opt-out during the call.
Written opt-out requests via email or web forms.
Immediate updating of opt-out requests in our systems to prevent future calls.

9. Data Privacy and Security
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We comply with the Privacy Act 1988 by:
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Storing personal information securely and limiting access to authorised personnel.
Using encryption and secure systems to protect data.
Ensuring personal data is not shared without consent.

10. Training and Awareness
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Our team members are trained regularly on:
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Telemarketing laws and ethical practices.
Proper handling of customer data.
Procedures for identifying and addressing potential compliance risks.

11. Monitoring and Auditing
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We maintain robust monitoring practices, including:
Recording and auditing calls to ensure compliance with regulatory requirements.
Regular reviews of processes to address any identified gaps.
Maintaining documentation of all audits and actions taken.

12. Complaint Handling
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Our complaint handling process includes:
Dedicated resources to address complaints promptly and transparently.
Logging and tracking all complaints to ensure timely resolution.
Compliance with ACCC and ACMA guidelines on dispute resolution.

13. Record-Keeping
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We maintain the following records for a minimum of five years:
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Consent logs.
Call recordings.
Opt-out requests.
Complaints and their resolutions.

14. Review and Updates
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This compliance document is reviewed quarterly to ensure alignment with changes in legislation or regulatory guidelines.