Compliance & privacy.

Office Voice handles real customer calls, money, and legal obligations. This page is the operator reference: what gets recorded, how to handle deletion requests, how DNCR works on outbound, and every kill switch you have.

What gets recorded

Every call is recorded in audio and transcribed. Both are tied to the conversation and visible in your dashboard.

Artifact	Captured	Retention
Audio recording (MP3)	Every call, full duration	Up to 12 months, hosted by Vapi (our voice sub-processor); deletion on request within 30 days
Transcript (text)	Every call, turn-by-turn	2 years (audit trail)
Tool calls + results	Every AI decision (bookings, transfers, payments)	2 years
Outcome + quality flags	One per conversation	2 years
Audit log entries	Every AI decision affecting a customer	7 years (ADM obligation)

You can export any of these at any time, on any plan, with no paywall. See Support → Your data.

The disclosure (what the AI says)

Every inbound call:

"Hi, you've reached [your business] — this is [your AI's name], the AI assistant. Calls are recorded for our records. How can I help?"

Every outbound call:

"Hey, it's [your AI's name] from [your business] — I'm an AI assistant, just calling about [the reason]. The call's recorded for our records. Did you have any questions, or would you like to go ahead?"

After every call, we automatically verify both the AI identity line and the recording line landed in the transcript. If either is missing, the call is flagged for review and — if it happens repeatedly — the AI is auto-paused.

You can lightly customise the wording (e.g. "for our records" → "for quality and training") but you cannotturn either line off. The product won't ship that config.

Deletion requests (APP 13)

Under APP 13 of the Australian Privacy Act, a customer can ask for their data to be deleted. The flow:

Customer makes the request — to you or to us. If they ask the AI on a call, we capture it as a quality flag and surface it in your inbox.
You file the request via Dashboard → Privacy → Deletion requests. Or forward to support@office-voice.com. Both create the same ticket.
We propagate the deletion across:
- Customer record in our cache
- Conversation history (turns + tool calls)
- Audio recordings
- Any anonymised eval-set entries derived from their calls
Audit log entries are retained per the ADM obligation (the fact a decision was made, with PII redacted) — but the underlying conversation is gone.
You get a confirmation within 24 hours, including the conversation ids that were purged.

What you do in ServiceM8 is separate. We propagate deletion through Office Voice. ServiceM8 customer records are your data in your FSM — deletion there is on you, via the ServiceM8 UI or their API.

DNCR (Do Not Call Register)

Before every non-exempt outbound call, we check the Australian Do Not Call Register. The check is invariant — it runs regardless of which FSM adapter you're on, and you can't disable it.

What's exempt

Existing-customer service and job calls are exempt under the Do Not Call Register Act 2006: schedule confirmations, invoice chasers, quote follow-ups for quotes you sent them, feedback collection on jobs you did for them. These can proceed even if the number is registered.

What's checked

Anything cold or marketing-flavoured. The AI never makes cold calls in v1 — the outbound workflows are all triggered by ServiceM8 events tied to an existing customer relationship — but the check runs anyway as a defence in depth.

How it behaves

Number is on DNCR and not exempt: call is aborted before dial. Logged.
Number is on DNCR and exempt (existing-customer service call): proceeds. Audit log records the exemption category used.
Customer says "stop calling me" during a call: the customer is flagged DNC across channels for your tenant. Future outbound to that number is blocked regardless of exemption.

Time-of-day rules. Independent of DNCR. No outbound calls before 9am or after 8pm in the customer'stimezone (not yours). No Sunday outbound. Public holidays follow your tenant's configured holiday calendar.

Kill switches

Three layers, from instant-stop to scheduled. All take effect in under 5 seconds.

1. SMS keywords

From your on-call mobile (or any staff mobile on file), text these to your control number:

Keyword	Effect
`PAUSE`	Master toggle to AI OFF.
`RESUME`	Master toggle to AI ON.
`STATUS`	Reply with current mode + last 24h summary.
`SUMMARY`	Reply with a longer summary of yesterday's calls.
`HELP`	Reply with the keyword list.

The AI replies within 2 seconds confirming the action. If a call is in progress when you PAUSE, it drains naturally — new calls hit the new state.

2. Dashboard toggles

Master toggle — AI ON / AI OFF / VOICEMAIL ONLY. Front of dashboard.
Per-channel toggles — voice in/out and SMS in/out as four independent switches.
Per-workflow toggles — see Workflows. Pause one campaign without affecting inbound.
Scheduled blackouts — repeating windows when the AI is off (e.g. Off Sundays, Off 24 Dec to 2 Jan).

3. Panic forward

One button in the dashboard: drop everything to my on-call mobile. No AI, no voicemail, plain forward. The escape hatch for when you don't want to figure out which kill switch fits.

4. Auto-pause on quality regression

We pause the AI ourselves if any of these trip:

Three consecutive calls flagged at high severity
Disclosure verification fails (the AI line or recording line missing from the opener)
A customer is detected saying "stop calling me" — they are flagged DNC across channels for your tenant

December 2026 ADM rules

From 10 December 2026, businesses using automated decision-making (the AI booking, transferring, or escalating on your behalf) must disclose AI involvement and keep an audit trail. Office Voice was designed against this rule from day one:

Disclosure happens on every call (see above) — no exceptions, no skipping.
Audit log captures every AI decision affecting a customer, tagged with the conversation and prompt version that produced it. 7-year retention.
Privacy policy template for your website, disclosing AI use, recording, retention, and the third-party providers we use (Twilio, Anthropic, ElevenLabs, Deepgram).

We're not lawyers — your privacy policy is your responsibility — but we ship the audit trail and the template you need.

Support — account-level help and contact channels.
Privacy policy — our policy. Your own policy is separate.
Approval mode & graduation — what doesn't change between modes.