Privacy Policy
This policy explains how Rousie collects, uses, stores and discloses personal information. It applies to the Rousie mobile app, the Rousie website chat widget and contact forms, the AI phone assistant that answers calls for a business, and related services. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
Two roles. Rousie provides software to Australian trade and service businesses. For a business's own account users, Rousie is the data controller. For the leads and customers a business collects through Rousie, the business is the controller and Rousie processes that information on its behalf.
1. Who we are
Rousie is operated by Affio Pty Ltd, trading as Rousie (ABN 72 668 260 268), Melbourne, Australia. Contact us about privacy at info@rousie.com.au.
2. What we collect
| Category | Examples |
|---|---|
| Account information | Business owner/staff name, email, and (for password sign-in) a securely hashed password. |
| Lead & conversation data | Names, phone numbers, emails and messages submitted through a business's chat widget, contact form, inbound email or missed-call text-back. |
| Phone call data | Where a business uses the AI phone assistant: the caller's phone number, a written transcript of what was said, and call details such as time, duration and which business was called. |
| Consent records | Whether a person agreed to be contacted by SMS, and when consent was given or withdrawn. |
| Device & usage data | Push-notification token, app/device type, and diagnostic event logs. |
| Website analytics | On this website only: pages viewed, which buttons were used, approximate location from your IP address, and general device and browser type. Collected through Google Analytics. We do not send your name, email, phone number or anything you type into a form to Google Analytics. |
We don't collect payment card numbers, government identifiers or sensitive information through the Service, and we ask that you don't provide them through chat, forms, or to the phone assistant.
Website analytics and cookies
This website uses Google Analytics to count visits and see which parts of the page people use, so we can make it clearer. It sets cookies in your browser for this purpose. We have turned Google's advertising features off: your visit is never used to build an advertising profile, we do not sell this information, and we do not run advertising or remarketing from it.
You can opt out at any time by installing Google's browser opt-out add-on, or by blocking cookies in your browser. Nothing on this site stops working if you do.
3. How we use it
- To run the Service: capture leads, power the AI concierge and the AI phone assistant, route enquiries, and let owners take over conversations or calls.
- To send notifications you've enabled (such as push alerts about new or escalated leads).
- To send SMS only where a valid consent record exists; every outbound SMS identifies the business and honours STOP opt-outs (Spam Act 2003).
- To secure, debug and improve the Service, and to meet legal obligations.
We don't sell personal information, and we don't use lead or conversation data to train third-party AI models.
4. AI features
Chat. Messages sent to the AI concierge are processed by our AI provider (Anthropic) only to generate a reply, and are not used by that provider to train its models. A business can disable the AI at any time, and human staff can take over a conversation.
Phone. Where a business has enabled it, an AI assistant answers calls to that business's number. The assistant tells you it is an AI at the start of the call. To hold the conversation, what you say is converted to text, that text is sent to an AI provider to work out the reply, and the reply is spoken back in a synthetic voice. This content is used only to handle your call and is not used by those providers to train their models. A business can turn the phone assistant off at any time, and you can ask to be put through to a person.
We don't record your call. No audio is kept. What we retain is the written transcript and basic call details (time, duration, the number called). We don't create or store voiceprints, and we don't use voice data to identify anyone by the sound of their voice.
5. Who we share with
We share personal information with vetted providers strictly to run the Service: Supabase (database and authentication, hosted in Australia), Cloudflare (hosting, file storage and email routing), Anthropic (AI replies for chat and SMS, processed in the United States), Telnyx (SMS, missed-call handling and inbound call connection, where enabled), Deepgram (converting call speech to text, Australian endpoint), Microsoft Azure Speech (the synthetic voice used on calls, Australian region), Amazon Web Services (hosting and AI replies for the phone assistant, Australian regions), and Expo (mobile push delivery).
Some providers may process data outside Australia. The AI step that generates the phone assistant’s replies is processed in Australia. The AI step that generates the chat and SMS concierge’s replies is currently processed in the United States. Where information is processed overseas we take reasonable steps to ensure it's handled consistently with the APPs, and we remain accountable for it under APP 8. We don't sell this information or allow it to be used for advertising or model training.
6. Storage and security
Data is stored in access-controlled databases with row-level security and encryption in transit. We restrict access to those who need it. No system is perfectly secure, but we take reasonable steps to protect personal information from misuse, loss and unauthorised access.
7. Retention
We keep personal information for as long as needed to provide the Service and meet legal obligations. Call transcripts and call details are kept with the enquiry they belong to, on the same basis. Businesses may request deletion of their lead data, including call transcripts, and we delete or de-identify information when it's no longer required. See Deleting your data below.
8. Deleting your data
This section applies to Rousie, the mobile app published by Affio Pty Ltd, trading as Rousie, and to the Rousie website chat widget, contact forms and AI phone assistant.
How to request deletion — three steps:
- Email info@rousie.com.au with the subject Delete my data, from the email address on the account where possible.
- Tell us your business name, and whether you want your account only or your account and all lead and conversation data.
- We'll acknowledge within 5 business days, may ask one question to verify it's really you, and complete the deletion within 30 days.
There is no sign-up inside the Rousie app — accounts are created when a business subscribes on our website — so deletion is handled by email rather than in the app.
If you are a customer of a business that uses Rousie (for example, you sent them a message through their website chat, a form, or a text, or you called them and spoke to their AI phone assistant), that business controls your information. Contact them directly. If you can't reach them, email us and we'll pass the request on and help them action it.
What is deleted, and what we must keep:
| Data | What happens |
|---|---|
| Account information — name, email address, hashed password, push-notification tokens | Deleted within 30 days |
| Lead and conversation data — names, phone numbers, email addresses, message content | Deleted or de-identified within 30 days |
| Phone call data — call transcripts, caller phone numbers, and call details | Deleted or de-identified within 30 days. No call audio is kept at any point. |
| SMS consent records — whether someone agreed to be contacted, and any STOP opt-out | Kept for 2 years after the last message. We are required to be able to show that consent existed and that opt-outs were honoured under the Spam Act 2003 (Cth). These records hold a phone number and a timestamp, nothing else. |
| Billing and transaction records | Kept for 5 years, as required by Australian tax record-keeping rules |
| Diagnostic and event logs | De-identified on deletion and purged within 90 days |
Deleted data may persist in encrypted backups for up to 35 days before those backups are overwritten in the normal cycle. It is not restored to the live Service during that time.
9. Your rights
You may request access to, or correction of, the personal information we hold about you. If your information was collected by a business using Rousie (for example, as a lead), contact that business directly and we'll help them fulfil your request. Otherwise, email info@rousie.com.au.
10. Complaints
If you believe we've mishandled your personal information, contact us first and we'll respond. If you're not satisfied, you may contact the Office of the Australian Information Commissioner at oaic.gov.au.
11. Changes
We may update this policy from time to time. Material changes will be reflected by the "Last updated" date above and, where appropriate, notified in the app.