Privacy Policy

KiwiAgent.ai ("KiwiAgent", "we", "us", "our") is a New Zealand owned and operated AI phone answering service. [Legal entity name and NZBN to be confirmed before publication.]

We handle personal information in accordance with the New Zealand Privacy Act 2020 and its 13 information privacy principles (IPPs). This policy explains what we collect and why, and it covers four groups of people: visitors to this website, people who enquire about KiwiAgent, our customers, and people who call phone numbers that KiwiAgent answers on a customer's behalf.

When you enquire. Our contact form asks for your name and phone number, and optionally your email address, business type, town or region, and a message. We also record the page that referred you and any campaign tags (UTM parameters) in the link you used, so we know how you found us.

When you become a customer. We collect your account and contact details, and the business information you give us to configure your agent, such as your greeting, services, opening hours, and knowledge documents. Payments are processed by Stripe; we never see or store your full card number.

When someone calls a KiwiAgent number. To answer the call we process the caller's phone number and the call audio, and we generate recordings, transcripts, and summaries. Calls can include personal information the caller chooses to share, such as a name or booking details. We also keep call metadata such as time, duration, and technical usage statistics.

When you browse this website. We use cookies and similar technologies for analytics and advertising measurement (Google Analytics, Google Ads, and Meta tools, where enabled), standard server logs, and Cloudflare Turnstile bot protection on some forms.

• To respond to enquiries and set up pilots and accounts.
• To operate the service: answering calls, producing transcripts and summaries, taking bookings and messages, and sending service notifications.
• To bill customers and issue GST invoices.
• To improve the reliability and answer quality of the service.
• To keep the platform secure and prevent spam and abuse.
• To meet our legal obligations.

We do not sell personal information.

When you call a business that uses KiwiAgent, your call is answered by an AI agent rather than a person. The audio is processed in real time to transcribe what you say and generate spoken responses.

The business you called is the primary collector of that information. Recordings, transcripts, and summaries of your call are made available to that business, and we process the information on its behalf to provide the service. How long call records are kept depends on that business's plan and settings.

If you want information from a call corrected or deleted, the quickest route is to contact the business you called. You can also contact us and we will work with the business to resolve your request.

KiwiAgent runs on a small set of specialist providers. We share only the information each one needs to do its job:

• Twilio carries phone calls and provides our New Zealand phone numbers.
• Deepgram converts caller speech to text.
• ElevenLabs generates the agent's spoken voice.
• OpenAI and Anthropic provide the language models that understand the conversation and draft responses.
• Supabase hosts our database and authentication.
• Stripe processes payments and issues invoices.
• Cloudflare stores audio files and protects forms from bots.
• Vercel hosts this website and our lead management tool.
• Fly.io hosts our call-handling infrastructure.
• Resend sends transactional emails such as usage alerts.
• Google and Meta provide website analytics and advertising measurement, where enabled.

Most of these providers store and process information outside New Zealand, mainly in the United States. Where we disclose personal information overseas, we take reasonable steps to ensure it is protected by safeguards comparable to the Privacy Act 2020, such as contractual data protection terms, as required by IPP 12.

• Enquiry details: for as long as needed to follow up with you, and deleted on request.
• Call recordings and transcripts: according to the customer's plan (30 days on Starter, 90 days on Pro, and until deleted on Business and Enterprise). Customers can delete call records earlier at any time.
• Account information: for the life of the account, then deleted or de-identified.
• Billing and tax records: at least seven years, as New Zealand tax law requires.

We take reasonable security safeguards as required by IPP 5, including encryption in transit, access controls, per-customer data isolation, and keeping provider credentials on our servers rather than in your browser.

No internet service can promise perfect security. If a privacy breach occurs that causes, or is likely to cause, serious harm, we will notify affected people and the Office of the Privacy Commissioner as the Privacy Act 2020 requires.

Under IPPs 6 and 7 you can ask for a copy of the personal information we hold about you and ask us to correct it. Email us at avinash.vatsya@saaskool.com and we will respond within 20 working days as the Act requires.

You can also limit analytics and advertising cookies through your browser settings, Google's Ads Settings, and Meta's ad preferences.

If you have a concern about how we have handled your information, please contact our privacy officer first at avinash.vatsya@saaskool.com or +64 27 246 9195. We take complaints seriously and will respond promptly.

If you are not satisfied with our response, you can complain to the Office of the Privacy Commissioner: privacy.org.nz or 0800 803 909.

We may update this policy from time to time. We will post the new version on this page and update the date at the top. For significant changes affecting customers, we will also give notice by email.

Privacy Officer: Avinash Vatsya
Email: avinash.vatsya@saaskool.com
Phone: +64 27 246 9195