Privacy Policy

Last updated: August 2026 | Applies to: theknowingco.com.au and all services provided by The Knowing Co (a division of At Your Instant Service Pty Ltd)

A Note From Us Before You Read This

We know most people don't read Privacy Policies. They're usually long, written in legalese and feel more like a legal shield than a genuine commitment to you. We want to do things differently.

At The Knowing Co, we believe that the way we handle your information is a direct reflection of how we treat you as a person. So we've written this policy in plain language — to be honest, clear and genuinely useful. If something doesn't make sense, please reach out and ask us. We're happy to explain.

We also want you to know that we take your privacy seriously — not because we have to, but because it's the right thing to do.

1. Who We Are

The Knowing Co is a division of At Your Instant Service Pty Ltd (ABN 74 064 646 699), based in Melbourne, Victoria, Australia. We help Australian businesses use practical A.I.-powered systems to respond faster, capture more opportunities and reduce pressure on their teams.

When we refer to "we", "us" or "our" in this policy, we mean The Knowing Co and At Your Instant Service Pty Ltd.

If you have any questions about how we handle your information, you can reach us at: [email protected]

2. What Information We Collect and Why

We only collect information that helps us do our job properly — which is to help your business thrive. Here's what we collect and why:

When you contact us or enquire about our services:

• Your name, email address, phone number and business name
• Information you share about your business needs
• We use this to respond to your enquiry and provide you with the right information

When you become a client:

• Business details, billing information and contact details
• Information needed to set up and configure your A.I. systems
• We use this to deliver and manage the services you've engaged us for

When visitors interact with your A.I. systems (on behalf of our clients):

• Call recordings and transcripts from our A.I. voice receptionist
• Chat conversation logs from our A.I. web chat system
• Booking information and enquiry details
• We use this to deliver the service, improve system performance and provide you with leads and bookings

When you visit our website:

• Standard website analytics data (pages visited, time on site, browser type)
• Technical identifiers such as IP addresses, device IDs and cookies
• We use this to understand how our website is being used and improve your experience

3. A.I. Systems and Automated Interactions

We want to be completely transparent about this: our A.I. systems interact with people on behalf of our clients. When someone calls a business using our A.I. voice receptionist (Kath) or chats with our A.I. web assistant (Kim), they are interacting with an automated system — not a human.

Here's what you need to know:

• Disclosure: Our A.I. systems are designed to be transparent about being A.I. when directly asked. We encourage our clients to disclose to their customers that A.I. systems may be used in their business.
• Call recordings: Calls handled by our A.I. voice receptionist may be recorded for quality, training and service delivery purposes. Where required by law, callers are notified of this.
• Automated decision-making: Our A.I. systems may make automated decisions during interactions — such as routing calls, answering questions or offering booking times. These decisions are designed to assist and support, not to make significant decisions about individuals' rights or interests without human oversight.
• Human review: Our clients retain oversight of all A.I. interactions. Significant matters are always escalated to a human team member.

Coming December 2026: In line with upcoming Australian privacy law requirements, we will be adding further disclosure about how automated decision-making is used in our systems. We are committed to full compliance ahead of the 10 December 2026 deadline.

4. How We Store and Protect Your Information

We take data security seriously. Here's what we actually do to protect your information:

• All data is stored using reputable, enterprise-grade platforms with appropriate security measures
• We use encrypted connections (SSL/TLS) for all data transmission
• Access to personal information is restricted to team members who need it to do their job
• We use cloud infrastructure that may be located outside Australia — by using our services, you consent to this. We only use providers with strong security and privacy practices.
• We conduct regular reviews of our data handling practices

We will notify you as quickly as possible if we become aware of any data breach that may affect your personal information, in accordance with the Notifiable Data Breaches scheme under the Privacy Act 1988 (Cth).

5. Who We Share Your Information With

We do not sell your personal information. Ever. We only share information where it is necessary to deliver our services:

• Technology partners: The platforms and tools we use to deliver our services (such as CRM systems, A.I. platforms, scheduling tools and communication systems). These providers are bound by their own privacy policies and data processing agreements.
• Our clients: When visitor interactions are captured through our A.I. systems, that information is provided to the relevant client business as part of the service we deliver for them.
• Legal requirements: If required to do so by law or a government authority.

6. Your Rights

Under Australian privacy law, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), you have the right to:

• Know what information we hold about you — you can ask us at any time
• Correct inaccurate information — if something is wrong, we'll fix it
• Request deletion of your information — subject to our legal obligations
• Opt out of marketing communications — every email we send includes an unsubscribe option
• Make a complaint — if you're unhappy with how we've handled your information, please contact us first. If you're not satisfied, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au

To exercise any of these rights, simply email us at [email protected] and we'll respond within a reasonable timeframe.

7. Cookies and Website Tracking

Our website uses cookies and similar technologies to help us understand how visitors use the site and to improve your experience. This includes standard analytics tools.

You can control cookie settings through your browser. Disabling cookies may affect some website functionality, but it won't stop you from accessing our content.

In line with upcoming Australian privacy reforms, we will be reviewing our cookie practices and updating our disclosures as new requirements come into effect.

8. Children's Privacy

Our website and services are intended for business owners and professionals aged 18 and over. We do not knowingly collect personal information from children. If we become aware that we have inadvertently collected information from a child, we will delete it promptly.

9. Changes to This Policy

Australian privacy law is evolving — and so are we. We will update this policy as the law changes and as our practices evolve. When we make significant changes, we'll note the updated date at the top of this page.

We're committed to staying ahead of compliance requirements, including the automated decision-making disclosure obligations coming into effect in December 2026 and any further reforms under Tranche 2 of the Privacy Act review.

10. Contact Us