Privacy Policy

Arcera is operated by NEW ELITE VENTURES PTY LTD (ABN 96 678 447 384), an Australian company based in Queensland, Australia. References to "Arcera", "we", "us" and "our" mean NEW ELITE VENTURES PTY LTD.

This Privacy Policy explains how Arcera handles personal information collected through our website, enquiry channels, live AI demonstrations and managed virtual reception and workflow services.

We aim to handle personal information in a way that is consistent with the Australian Privacy Principles under the Privacy Act 1988 (Cth), where applicable to our operations.

1. Information we collect

Depending on how you interact with Arcera, we may collect:

• Information you provide through enquiry emails, contact forms and booking requests, such as name, business name, email address, phone number and message content.
• Information you provide during live AI voice demonstrations, including any details you choose to share with our demo agent.
• Call audio, transcripts and structured call summaries where a virtual reception or workflow system has been deployed and this feature has been enabled by the client.
• Contact details for prospective customers, leads or bookings that you have provided consent for us to process on behalf of a client business.
• Website usage information such as pages visited, referrer, device, browser and approximate location, collected through analytics and advertising attribution tools.

2. Purpose of collection

• Respond to enquiries and support requests.
• Configure, operate and improve managed virtual reception and workflow deployments for our clients.
• Route qualified enquiries and bookings into approved workflows.
• Understand website performance and marketing effectiveness.
• Meet our record-keeping, security and legal obligations.

3. Storage and workflow processing

• CRM storage: Contact and enquiry information may be stored in Zoho CRM.
• Voice AI, telephony (calls and SMS) and workflow providers: Live voice interactions, calls, SMS, structured data, notifications and follow-up actions may be processed through these providers.
• Analytics and advertising: Website analytics and advertising attribution providers may be used to measure marketing performance.
• Outreach: Lead generation and email outreach platforms may process business contact details on our behalf.
• Bookings: Appointment bookings are handled through Zoho Bookings.

These providers act as third-party service providers. They process information under their own terms and privacy notices for the purpose of delivering their service to Arcera.

4. Data retention

We retain personal information for as long as reasonably necessary to provide our services, operate deployed virtual reception and workflow systems, comply with our legal, tax and record-keeping obligations, and resolve disputes. Retention periods for client-configured systems are defined in the relevant client agreement.

5. Security

We take reasonable steps to protect personal information from misuse, loss and unauthorised access, using access controls, encrypted transport and vetted service providers. No online service can be guaranteed to be completely secure.

6. Access, correction and deletion

You may request access to, correction of, or deletion of personal information we hold about you by emailing hello@arcera.com.au. We may need to verify your identity before actioning a request. Where information is held on behalf of one of our client businesses, we may need to direct the request to that client.

7. Marketing consent and opt-out

Where you have provided consent, we may send you updates about Arcera products, offers and insights. You can opt out at any time by using the unsubscribe link in any marketing email or by contacting hello@arcera.com.au.

8. Cross-border processing

Voice AI, telephony and workflow providers we use may process information in the United States and other countries. Where this occurs, we take reasonable steps to ensure the provider handles the information in a manner consistent with the Australian Privacy Principles and this policy.

9. Children

Our services are intended for use by businesses and are not directed to children. We do not knowingly collect personal information from children.

10. Business contact information and outreach

We may collect business contact details, such as name, role, business name, business email address and business phone number, from publicly available sources such as business websites and directories, and from business-to-business data providers. We use this information to contact businesses about services relevant to them. Lead generation and email outreach providers may process this information on our behalf.

Anyone can ask us to stop contacting them at any time by replying to our email or by emailing hello@arcera.com.au, and we will add them to a do-not-contact list.

11. Demonstration calls

If you ask for a demonstration call, we use your first name and mobile number only to place that call. The call may be recorded and transcribed. To apply daily limits we keep a scrambled (hashed) record of your number and network address, and the last three digits of your number.

12. Sales Team and outbound contact

Where a client engages Arcera to follow up property enquiries, we contact people on the client's behalf by SMS and by AI-assisted phone call. We contact people who have enquired, or who have given the client consent to be contacted. Each SMS names the business and includes an opt-out, and replying STOP ends contact. We place calls only within legal calling hours and check the Do Not Call Register where required. Calls are identified as AI-assisted at the start, may be recorded and transcribed, and may be summarised and stored in the client's CRM. We use automated systems to decide when to contact someone and to sort enquiries by interest. A person can always ask to speak to a human.

13. If you are in the United Kingdom

Where UK data protection law (the UK GDPR and the Data Protection Act 2018) applies, our lawful basis for business-to-business outreach is legitimate interests.

• You have the right to access, correct, erase or restrict the processing of your personal data, and to object to its processing.
• You have the absolute right to object to direct marketing.
• To exercise any of these rights, contact hello@arcera.com.au.
• You can also complain to the UK Information Commissioner's Office (ico.org.uk).

Our data is processed by service providers that may be located outside the UK, including in Australia and the United States.

14. Changes to this policy

We may update this Privacy Policy from time to time. The latest version will always be available at this URL, with the "Last updated" date at the top.

15. Contact

For privacy enquiries, contact: hello@arcera.com.au.

If you are unhappy with how we have handled your information, email hello@arcera.com.au and we will respond in writing. You can also contact the Office of the Australian Information Commissioner (oaic.gov.au).