Enquiry Mates
Privacy Policy
This policy is being finalised. Our legal entity name, registered address, UEN/ABN, service-provider list, data locations and retention periods will be added before the final version is adopted.
1. Purpose and scope
This policy explains how Enquiry Mates collects, uses, discloses, stores and protects personal information when you use our websites, contact us, communicate with us through WhatsApp, or use an Enquiry Mates chatbot or AI voice receptionist.
It is intended to support our obligations under Singapore's Personal Data Protection Act 2012 and, where applicable, Australia's Privacy Act 1988 and the Australian Privacy Principles.
2. Information we collect
Depending on how you interact with us, we may collect contact details, business information, messages and attachments, service and support information, payment information, technical and usage information, and call recordings or transcripts only where recording or transcription is enabled.
3. How we use information
We use information to respond to enquiries, provide and improve our services, configure and maintain agents, manage accounts and payments, send requested service communications, protect our services, and meet legal obligations. Marketing is sent only where permitted by law and subject to available opt-out rights.
4. AI-assisted conversations
Our services may use AI to generate replies, summarise conversations, classify enquiries or assist with calls. AI output can be inaccurate and should not be treated as professional, legal, medical, financial or emergency advice. We do not use production conversation data to train general-purpose AI models unless a customer has expressly agreed in writing or the information has first been appropriately de-identified and aggregated.
5. Disclosure and overseas transfers
We may disclose information to our business customers, authorised staff, communications providers, hosting and technology suppliers, payment providers, professional advisers and regulators where required or permitted by law. Some suppliers may process information in Singapore, Australia or other countries. We take reasonable steps to use contractual, organisational and technical safeguards designed to provide protection comparable to applicable privacy law.
6. Cookies and analytics
Our sites may use essential cookies and, where enabled, analytics or advertising technologies to understand website use and campaign performance. You can control many cookies through your browser settings.
7. Security and retention
We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. We retain information only for as long as reasonably needed for the purposes described in this policy, to meet legal requirements, resolve disputes and enforce agreements.
8. Access, correction and complaints
You may request access to or correction of personal information we hold about you, subject to legal exceptions. You may withdraw consent where applicable and opt out of marketing at any time. For requests or privacy complaints, email support@enquirymates.com. We aim to acknowledge complaints and respond within 30 days, or tell you if more time is reasonably required.
If required by law, we will assess and notify affected individuals and regulators of eligible data breaches.
9. Updates
We may update this policy as our practices or legal obligations change. The updated version will be published here with a revised effective date.