Omnisenti is committed to handling personal information, client data, and AI-related operational data responsibly, transparently, and securely.
This policy explains how we collect, use, disclose, store, protect, and manage information in connection with our website, enquiries, AI workflow reviews, implementation projects, support activities, AI systems, and related services.
Last updated: 21 May 2026
We may collect contact details, business information, enquiry details, website usage information, client project information, AI system data, support data, and related operational information.
We use information to respond to enquiries, assess AI opportunities, deliver services, design workflows, configure AI systems, provide support, improve reliability, meet legal obligations, and protect our business and clients.
We use reasonable technical, organisational, and administrative safeguards appropriate to the nature of the information and the services provided.
You may contact us to request access, correction, deletion, marketing opt-out, or to raise privacy questions or complaints, subject to applicable law and contractual obligations.
This summary is provided for convenience. The full policy below explains Omnisenti's practices in more detail.
This Privacy Policy applies to personal information and related data handled by Omnisenti Pty Ltd (ACN 672 324 736) and its related entities (referred to as "Omnisenti," "we," "us," or "our") in connection with:
This policy describes Omnisenti's own handling of information. Where Omnisenti processes data on behalf of a client as part of a service engagement, responsibilities for specific data may be allocated in a proposal, services agreement, data processing addendum, statement of work, or other client agreement. In those circumstances, the relevant client agreement will govern to the extent of any inconsistency, unless applicable law requires otherwise.
This policy does not apply to information contained in records held by our clients where we act solely as a service provider. In those cases, the client's privacy policy and applicable data processing terms apply to the extent relevant.
The types of information we may collect depend on how you interact with us. We only collect information that is reasonably necessary for the purposes described in this policy, for our services, or as otherwise permitted or required by law.
Name, email address, phone number, company or organisation name, role or title, location, and business contact details.
Enquiry type, business problem or workflow description, industry, website, preferred contact method, service interest, implementation goals, and partner or distributor context.
IP address, browser type, device information, pages visited, referring URLs, approximate geographic location, cookie and analytics data, and interaction data.
Email correspondence, meeting notes, phone call details, support communications, event and webinar interactions, and sales or client relationship history.
Workflow maps, system information, business processes, documents, data sources, integration requirements, CRM, calendar, inbox, and workflow tool information, test scenarios, implementation notes, operating rules, and approval and escalation logic.
Prompts, AI outputs, transcripts, conversation logs, call routing metadata, model configuration information, test data, evaluation notes, issue logs, performance observations, and quality-assurance records.
Caller phone number, call date and time, call duration, audio recordings where enabled, transcripts where generated, caller intent, routing decision, transfer outcome, voicemail handoff information, call metadata, and testing and optimisation notes.
Support request details, issue descriptions, screenshots, logs, affected systems, troubleshooting records, change requests, and optimisation requests.
Omnisenti may handle sensitive or regulated information only where necessary, lawful, and appropriate for a specific service or client project. Examples may include health-related information, legal matter information, financial information, insurance information, identity information, employment information, customer or patient context, and confidential business information.
We ask that you do not submit sensitive, confidential, privileged, regulated, or third-party information through public website forms unless we have agreed appropriate safeguards or contractual terms.
We collect information through a range of sources and methods, including:
We generally aim to collect information directly from you or your organisation where reasonable and practicable. In some client projects, information may be provided by the client, a partner, an authorised user, or a connected system.
We use information for purposes that are reasonably necessary for our business functions, services, client relationships, legal obligations, and legitimate business interests, or as otherwise permitted by applicable law or agreement. These purposes include:
Omnisenti designs, implements, configures, and supports AI systems to assist with a range of business functions. These may include:
Where AI systems interact directly with individuals, Omnisenti encourages appropriate transparency, notice, and escalation pathways, depending on the context, jurisdiction, and client deployment.
Client project data may include workflows, documents, prompts, testing materials, system logic, data sources, integration details, call flows, routing rules, issue logs, client instructions, and related operational information.
Omnisenti may use client project data to:
Client project data may be subject to separate confidentiality obligations, service agreements, statements of work, data processing terms, and retention arrangements. Different projects may require different handling depending on the sensitivity of the data, the system design, the applicable contract terms, and relevant law.
Do not assume that all client data is treated identically. Where a client has specific requirements for data handling, residency, access restrictions, or deletion, those requirements should be agreed in writing before implementation begins.
Omnisenti designs, configures, and supports voice AI systems for clients. These systems may involve:
Whether calls are recorded, transcribed, retained, reviewed, or deleted depends on the client deployment, system configuration, applicable law, consent requirements, and client agreement. Omnisenti configures these settings based on client instructions and applicable legal requirements.
Where a client deploys a voice AI system that interacts with its customers or callers, the client may be responsible for providing appropriate notices, obtaining required consents, and complying with recording, telecommunications, privacy, consumer, and industry-specific obligations.
Omnisenti encourages voice AI deployments to include appropriate transparency, fallback, escalation, and human support pathways. We do not use voice biometrics for identification or authentication purposes unless this has been expressly agreed with the client in writing and a lawful basis for biometric processing has been established.
Omnisenti helps clients implement private AI or knowledge-grounded AI systems using approved organisational content. These may include:
The purpose of these systems is to make approved information more accessible and useful inside the client's operational context, subject to appropriate controls and boundaries.
Depending on the project, controls may include approved source lists, access restrictions, prompt and response design, human review paths, version management, knowledge update processes, testing, output limitations, and audit or review logs where available.
Clients are responsible for ensuring they have the right to provide Omnisenti with any documents, data, or information used in a private AI or knowledge system. This includes confirming appropriate licences, permissions, consents, and authority to use third-party or personal information in the system.
This section explains how Omnisenti approaches model training, AI provider relationships, and the processing of information through third-party AI systems.
Omnisenti does not intentionally use identifiable client data, customer data, or sensitive information to train public AI models unless expressly agreed in writing.
Omnisenti uses third-party AI model providers, cloud platforms, automation platforms, voice AI platforms, and related service providers to deliver services. These providers may process information according to their own technical settings, security commitments, data processing terms, and service configurations. We select providers based on their capability, security practices, and suitability for the intended use case, but we do not control their infrastructure or operations.
Where appropriate and commercially available, Omnisenti may use enterprise, private, restricted, or configured environments to reduce unnecessary exposure of client information.
Omnisenti may use de-identified, aggregated, or non-confidential learnings to improve its methods, templates, testing processes, documentation, and service quality, provided this does not disclose identifiable personal information or confidential client information.
If a client requires specific data residency, no-training, retention, deletion, or subprocessor controls, those requirements should be addressed in the relevant agreement before implementation. Do not assume that default provider settings will meet specific client requirements unless confirmed in writing.
Sensitive or regulated information may require additional safeguards depending on the nature of the information, the applicable law, and the service context.
Examples may include health information, legal matter information, financial or insurance information, identity documents, employment information, personal information about children or vulnerable people, commercially confidential information, and privileged information.
Omnisenti only seeks to collect or process sensitive information where it is reasonably necessary for a specific service, authorised by the relevant client or individual, permitted by law, or otherwise covered by an applicable agreement.
Do not send sensitive, privileged, regulated, or confidential information through public contact forms unless Omnisenti has agreed appropriate safeguards or a secure intake process. If you are unsure whether information is appropriate to submit through a public form, contact us first at privacy@omnisenti.com or service@omnisenti.com.
Omnisenti uses cookies, pixels, analytics tools, embedded content, and similar technologies to:
We may use essential cookies necessary for website operation, analytics cookies to understand usage, and embedded third-party services for functionality. Where we use third-party services such as form tools (for example, Youform), analytics providers, or embedded content from platforms such as YouTube or LinkedIn, those services may set their own cookies and collect information according to their own policies.
Where required by applicable law, we will provide cookie notices or consent options. You can manage cookie preferences through your browser settings. Blocking certain cookies may affect website functionality.
Omnisenti may disclose or make information accessible to service providers and third parties who assist us in delivering services, operating our business, and meeting our obligations. These may include:
We require service providers to handle information only as necessary to provide services to us or our clients, subject to applicable contractual, technical, or organisational safeguards where appropriate.
Because Omnisenti uses cloud, AI, automation, communication, analytics, and software providers, information may be stored, processed, accessed, or supported from locations outside Australia.
Potential jurisdictions may include Australia, the United States, the United Kingdom, the European Union and European Economic Area, Singapore, Hong Kong, New Zealand, and other locations where clients, service providers, or infrastructure operate.
The exact locations may depend on the systems used for a particular project, provider configurations, client requirements, and applicable agreements. Not all information is processed in all locations.
Where appropriate, Omnisenti may use contractual safeguards, provider security terms, data processing arrangements, access controls, and project-specific restrictions.
If clients require particular data residency or cross-border controls, those requirements should be agreed before implementation.
Omnisenti takes reasonable technical, organisational, and administrative steps to protect information from misuse, interference, loss, unauthorised access, modification, and disclosure.
Measures may include, depending on the service and data context:
AI systems are subject to specific security risks, including prompt injection, data exfiltration, model manipulation, and adversarial behaviour. We take reasonable steps to implement security measures appropriate to the risk profile of each system, including input validation, output filtering, access controls, and monitoring for anomalous behaviour.
No method of electronic transmission, storage, or processing is completely secure. Omnisenti does not guarantee absolute security, but we take reasonable steps appropriate to the nature of the information and services.
Omnisenti retains information for as long as reasonably necessary for the purposes described in this policy, including to provide services, support clients, meet legal obligations, resolve disputes, maintain business records, improve specific implementations, and protect Omnisenti's rights and interests.
Different retention periods may apply depending on the type of information and the applicable legal and operational requirements:
Client project data retention may be governed by the relevant statement of work, service agreement, data processing agreement, or client instructions.
Where information is no longer required, Omnisenti may delete, de-identify, archive, or securely restrict access to it, subject to legal, contractual, technical, and operational requirements.
If Omnisenti becomes aware of a suspected data incident involving personal information, it will take reasonable steps to assess, contain, investigate, and respond to the incident.
Where required by applicable law, Omnisenti may notify affected individuals, relevant clients, regulators, or other parties. Not all incidents are notifiable. Notification depends on legal requirements, the seriousness of the incident, the risk of harm, contractual terms, and the role of Omnisenti in relation to the data.
Client projects may include separate breach notification requirements and procedures agreed in the relevant contract or data processing terms.
Omnisenti will handle data incidents in accordance with applicable legal obligations and relevant client agreements. If you become aware of a potential data security issue affecting Omnisenti systems or services, please contact us promptly at privacy@omnisenti.com.
Depending on your location and applicable law, you may have rights in relation to personal information we hold about you. These may include:
For Australian individuals, rights may include access and correction under the Australian Privacy Principles. For individuals in other jurisdictions, additional rights may apply depending on location and circumstances.
We may need to verify your identity before responding to a request. We may refuse or limit requests where legally permitted, required, or where the rights of others, confidentiality, legal privilege, security, or contractual obligations are affected.
To exercise any of these rights, please contact us using the details in Section 26. We will respond within a reasonable period in accordance with applicable law.
Omnisenti may use AI systems, automation, or decision-support tools to assist with service delivery, workflow analysis, routing, support triage, lead qualification, business operations, or client implementations.
Omnisenti does not intend to use automated systems to make decisions about individuals that have a significant legal or similarly significant effect without appropriate safeguards, notice, human review, or client-specific arrangements where required.
Where Omnisenti designs AI systems for clients, the client may determine how the system is used, what decisions are made or supported, and what notices, consents, human review, or appeal mechanisms are required. Omnisenti's role is to design and configure the system according to the client's requirements and applicable law.
If automated decision-making is used in a way that may materially affect individuals, additional information may be provided in the relevant client policy, system notice, terms, or project documentation.
Clients using Omnisenti systems and services have important responsibilities to ensure lawful and appropriate handling of information. Depending on the project, these may include:
Omnisenti's role may vary by project. In some cases, Omnisenti may act as a service provider, processor, contractor, integrator, adviser, or independent controller depending on the circumstances and the applicable agreement.
Please do not submit confidential, sensitive, privileged, regulated, or third-party information through public website forms or unsecured channels unless Omnisenti has agreed appropriate safeguards.
If you provide information about another person, organisation, customer, patient, caller, employee, or third party, you must ensure you have the authority or lawful basis to provide it.
Omnisenti may rely on information provided by clients, authorised users, partners, or representatives as being lawfully provided unless otherwise notified. If you become aware that information provided to us was not lawfully obtained or should not have been shared, please contact us promptly.
Omnisenti may use business contact information to send updates, insights, event information, service information, or relevant communications where permitted by law.
Individuals may unsubscribe or opt out of marketing communications using available unsubscribe options or by contacting us at privacy@omnisenti.com or service@omnisenti.com.
Administrative, service, legal, security, or transactional communications may still be sent where necessary, even if you have opted out of marketing communications.
Omnisenti's website and services are generally intended for businesses and professional users, not children.
Omnisenti does not knowingly collect personal information from children through its website for general marketing or enquiry purposes.
If a client project involves minors, students, patients, care recipients, or vulnerable individuals, additional safeguards, notices, consents, and client-specific arrangements may be required.
The Omnisenti website may contain links to third-party websites, platforms, embedded content, or services such as LinkedIn, YouTube, form tools, analytics tools, or partner websites.
Omnisenti is not responsible for the privacy practices, content, or security of third-party websites or platforms. Individuals should review the privacy policies of those third parties before providing any information.
For client projects, this Privacy Policy may be supplemented by:
If there is inconsistency between this Privacy Policy and a signed client agreement, the client agreement may prevail to the extent of the inconsistency, unless applicable law requires otherwise.
Omnisenti may update this Privacy Policy from time to time to reflect changes in services, technology, AI systems, legal requirements, operational practices, or business structure.
The updated version will be published on this page with a revised "Last updated" date. Where required by law or where changes are material, Omnisenti may provide additional notice.
Continued use of the website or services after changes are posted constitutes acceptance of the updated policy, subject to your rights under applicable law.
If you have a privacy question, request, or complaint, please contact us with details of the issue.
Privacy enquiries: privacy@omnisenti.com
General enquiries: service@omnisenti.com
Phone: (02) 3814 2340
Address: 5/9 Montgomery St, Kogarah NSW 2217, Australia
We take privacy complaints seriously. We may need to verify your identity and request additional information before responding. We aim to respond within a reasonable period.
For Australian privacy complaints, if you are not satisfied with our response, you may be able to contact the Office of the Australian Information Commissioner.
If you have questions about this Privacy Policy, how we handle data, or your privacy rights, our team is available to assist.
Or call us on (02) 3814 2340