Privacy Policy

Captivate Connect produces queue messages, IVR prompts, music on hold and retail audio for businesses in Australia and overseas. We have been doing it since 1996.

We are committed to protecting your privacy, and we handle personal information in accordance with the Australian Privacy Principles set out in the Privacy Act 1988 (Cth).

When you contact us or request something from our website, we collect the details you give us: your name, business name, email address, phone number, and anything you tell us about your business.

When you request an audio sample, we also collect your preferences for voice and accent, and the information you want the message to contain.

Voice assistant conversations. Our website has a voice assistant you can talk to or type to. We do not keep any recording or transcript of what is said or typed. If you ask us to get in touch, we collect the details you give it — your name, business name, email address, phone number and what you are after. Using it is entirely your choice.

When you become a customer, we hold the records needed to provide the service: contact details, the audio we produce for you, your account settings and your billing information.

When you visit our website, we collect information about that visit automatically — which pages you looked at, how long you stayed, roughly where you were, and what device and browser you used.

We do not collect sensitive information as defined in the Privacy Act, and we do not ask for it.

Directly from you, when you fill in a form, send an email, or speak to us.

Automatically, through cookies and analytics tools when you use our website.

From our partners, where a reseller or telecommunications provider passes on your details to arrange audio for your phone system.

To provide the service you have asked for — producing audio, answering enquiries, managing your account.

To contact you about your enquiry, including calling the number you gave us.

To send you marketing about our products, but only if you have agreed to it. Every request form on our website has an opt-in box that is not ticked by default. If you have not ticked it, we will not add you to our marketing list. You can unsubscribe at any time.

To improve the website and the service, by understanding which pages people use and where they have trouble.

To meet our legal obligations.

Google Analytics. Our website uses Google Analytics to understand how the site is used — which pages are visited, how people arrive, and where they leave. This uses cookies and collects an anonymised version of your IP address. Google’s privacy policy is at policies.google.com/privacy, and you can opt out using Google’s browser add-on at tools.google.com/dlpage/gaoptout.

HubSpot. We use HubSpot for our customer records, email and website forms. HubSpot sets cookies that let us see which pages a known contact has visited. HubSpot’s privacy policy is at legal.hubspot.com/privacy-policy.

Most browsers accept cookies automatically. You can change your browser settings to refuse them, though some parts of our website may not work as well.

Some pages on our site have a voice assistant you can speak to or type to. It is an AI, not a person, and it tells you so when you start.

The assistant is powered by ElevenLabs, one of our service providers. Neither we nor they keep a recording or a transcript of what you say or type.

If you give the assistant your contact details, it saves them and a short note of what you asked about into our customer system, so someone can follow up about your enquiry. We treat that like any other enquiry, as described elsewhere in this policy.

Please don’t tell the assistant anything you wouldn’t want written down — health information, financial details or government identifiers. It is not the right place for it, and we do not need it to help you.

You never have to use it. You are welcome to ring us on 1300 854 022 or email info@captivateconnect.com instead.

If you ask the assistant to build you a demo, we collect your business name, website address, email address and phone number, and we ask whether you’d like to hear from us.

We use your website to build the demo and your email address to send you the link. We keep your contact details so our team can follow up about your enquiry.

If you said you’d like to hear from us, the email contains a link to confirm that. We only add you to our mailing list once you’ve clicked it, and you can unsubscribe at any time.

The demo is deleted after three days. After that we keep a scrambled copy of your email and website address, which we cannot read back, so the same business can’t request a second demo.

We do not sell your information, and we never will.

We share it only where we need to:

Service providers who help us deliver what we do — HubSpot for customer records, Google for analytics, Mailgun for automated email, our email and hosting providers. They may only use your information to provide their service to us.

ElevenLabs, which runs the voice assistant on our website. What you say or type passes through their systems so the assistant can understand you and answer. They do not store it.

Your telecommunications provider or reseller, where they arranged the service on your behalf and need the information to deploy it.

Where the law requires it — a court order, subpoena, warrant, or a request from a law enforcement agency.

A prospective purchaser, if our business or part of it is ever sold, and only under a confidentiality agreement.

Some of our service providers are located outside Australia, principally in the United States. This includes HubSpot, Google, ElevenLabs and Mailgun.

By using our website or giving us your details, you consent to your information being disclosed to those providers. We take reasonable steps to ensure they handle it consistently with the Australian Privacy Principles, but you should be aware they may not be subject to Australian privacy law.

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access. Our website uses encrypted connections, access to our systems is restricted to staff who need it, and we review our security arrangements regularly.

No system is completely secure, and we cannot guarantee absolute security of information transmitted over the internet.

When we no longer need information, we destroy it or de-identify it.

You can ask us what personal information we hold about you, and we will tell you. Email info@captivateconnect.com and we will respond within 30 days.

If anything we hold is wrong, tell us and we will correct it. There is no charge.

In limited circumstances we may refuse access — for example, where giving it would unreasonably affect someone else’s privacy. If we do, we will explain why in writing.

If you think we have mishandled your personal information, tell us.

Email info@captivateconnect.com with the details. We will acknowledge within five business days and give you a response within 30 days.

If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner:

• oaic.gov.au
• 1300 363 992
• GPO Box 5218, Sydney NSW 2001

Our website links to other sites. We are not responsible for their privacy practices, and this policy does not apply to them. We suggest reading the privacy policy of any site you visit.

We may update this policy from time to time. The current version is always on this page, with the date it was last changed at the top.

Captivate Connect
info@captivateconnect.com
1300 854 022 (Australia)
+61 8 9368 7577 (international)