1. Introduction
Human X Lab Pty Ltd ("Human X Lab", "we", "us" or "our") is an Australian artificial intelligence technology company specialising in Digital Humans, conversational AI and intelligent automation.
We are committed to respecting individual privacy and handling personal information responsibly, transparently and securely.
This Privacy Policy explains how we collect, hold, use, disclose, store and manage personal information in connection with our website, products, services and business operations.
Our products and services include:
- Co-designed AI Digital Humans;
- Website AI Assistant with a Human Face;
- Multilingual AI Chatbots;
- 24/7 AI Phone Receptionist; and
- Related implementation, integration, hosting and technical support services.
We aim to follow the principles of the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), and comply with these requirements to the extent they apply to our operations.
This Privacy Policy applies to visitors to our website, customers, business representatives and individuals interacting with AI-powered services provided by Human X Lab.
Additional privacy arrangements may apply where our services are deployed on behalf of other organisations.
2. Personal Information We Collect
The personal information we collect or process depends on how individuals interact with Human X Lab and which services they use.
2.1 Business Registration and Account Information
When a business or organisation registers for our services, we may collect:
- Registered business or legal entity name;
- Australian Business Number (ABN), Australian Company Number (ACN) or other applicable business identification;
- Trading name;
- Authorised representative's name and position;
- Business email address and telephone number;
- Business address;
- Business website;
- Business category;
- Account registration information;
- Subscription details;
- Service preferences and configuration information; and
- Billing and transaction information.
We use this information to establish customer accounts, provide and configure services, communicate with customers and manage subscriptions.
2.2 Payment and Subscription Information
When customers purchase our services, we may process information relating to:
- Selected subscription plans;
- Subscription status;
- Payment transactions;
- Billing history;
- Invoices;
- Usage-based charges; and
- Payment-related enquiries.
Payments may be processed through authorised third-party payment service providers.
The information processed by those providers is subject to their applicable service arrangements and privacy practices.
2.3 AI Phone Receptionist Information
When an individual interacts with a Human X Lab-powered AI Phone Receptionist, the service may process:
- Caller telephone numbers;
- Call dates, times and durations;
- Spoken questions and responses;
- Information voluntarily provided during calls;
- Speech-to-text transcripts;
- AI-generated responses;
- Call recordings;
- Conversation summaries;
- Appointment or booking information;
- Call transfer and routing information; and
- Technical information required to operate the service.
Call recordings and transcripts are currently stored through authorised third-party technology service providers.
The information collected and retained depends on the service configuration and applicable processing arrangements.
2.4 Chatbot and Digital Human Interactions
When users interact with our Digital Humans, website AI assistants or multilingual chatbots, the service may process:
- Text questions and messages;
- Spoken enquiries;
- Voice interaction information;
- AI-generated responses;
- Conversation history, where retained;
- Language preferences;
- Session identifiers;
- Interaction dates and times; and
- Related technical information.
Different products may use different processing, recording and retention arrangements.
2.5 Website Enquiries
When individuals submit enquiries through our website, we may collect:
- Name;
- Email address;
- Organisation name;
- Selected product or area of interest;
- Enquiry message;
- Preferred demonstration date and time, where provided;
- Time zone;
- Submission time;
- Form language; and
- Permission to contact the individual regarding their enquiry.
Website enquiries are delivered to our authorised team members by email.
Our website enquiry form does not store enquiry content in a website database. However, relevant email and hosting service providers may process and retain this information.
Submitting a website enquiry does not automatically subscribe an individual to marketing communications.
2.6 Website and Technical Information
Depending on the technologies used, our website and services may process:
- Internet Protocol (IP) addresses;
- Browser information;
- Device information;
- Website requests;
- Session information;
- Security-related logs; and
- Cookies or similar technologies.
Information may be processed to operate the website, maintain security and provide requested functionality.
2.7 Sensitive Information
Our services are not designed to unnecessarily collect sensitive personal information.
However, individuals may voluntarily disclose information concerning health, cultural background, religious beliefs, personal circumstances or other sensitive matters during AI interactions.
Where sensitive information is collected or processed, Human X Lab and the relevant customer organisation must comply with applicable legal obligations, including consent and security requirements where relevant.
We encourage individuals to avoid disclosing unnecessary sensitive or confidential information.
3. How We Collect Personal Information
We may collect personal information:
- Directly from individuals who contact or communicate with us;
- Through our website, contact forms and registration processes;
- During telephone, chatbot and Digital Human interactions;
- From business customers configuring our services;
- Through authorised integrations;
- From payment and account administration systems; and
- Through authorised technology service providers involved in delivering our services.
Where practicable and lawful, individuals may make general enquiries without disclosing unnecessary identifying information.
Certain information is necessary to establish accounts, process subscriptions or provide requested services.
If required information is not provided, we may be unable to fulfil a particular request or provide the relevant service.
4. How We Use Personal Information
We may collect, use and process personal information for the following purposes:
- Responding to enquiries and demonstration requests;
- Creating and administering customer accounts;
- Providing and configuring AI-powered services;
- Processing AI telephone and chatbot interactions;
- Responding to caller enquiries;
- Facilitating appointments and bookings;
- Transferring calls to authorised representatives;
- Generating transcripts, summaries and notifications where enabled;
- Managing subscriptions, billing and payments;
- Providing technical and customer support;
- Maintaining system functionality, reliability and security;
- Investigating technical issues and security incidents;
- Complying with applicable legal obligations; and
- Communicating about our products and services where permitted by law.
We do not use personal information for unrelated purposes unless the use is authorised or otherwise permitted under applicable law.
5. Artificial Intelligence and Data Processing
Human X Lab uses artificial intelligence and authorised third-party technology service providers to deliver its AI-powered communication solutions.
These technologies may involve:
- Natural language processing;
- Speech recognition;
- AI-generated conversational responses;
- Voice synthesis;
- Multilingual communication;
- Automated transcription;
- Conversation summarisation; and
- Interactive Digital Human systems.
5.1 AI Model Training
Human X Lab does not independently use customer conversations, call recordings or transcripts to train its own AI models.
Our authorised technology service providers may process information to deliver contracted services, maintain security, troubleshoot technical issues and perform activities permitted under their applicable contractual and data protection arrangements.
Any use of information by third-party providers for service improvement, model development or other secondary purposes is governed by the applicable provider arrangements and relevant legal requirements.
Human X Lab seeks to establish appropriate contractual and technical safeguards concerning customer information, including restrictions on AI model training where supported by the relevant service arrangements.
Processing information to generate an AI response is different from using that information to train an AI model.
5.2 AI Accuracy and Human Oversight
AI-generated responses may occasionally be inaccurate, incomplete, outdated or inappropriate.
Individuals should seek appropriate human assistance where enquiries involve sensitive, urgent or consequential matters.
Human X Lab encourages customer organisations to establish suitable processes for human oversight and escalation.
5.3 AI Transparency
We support clear identification of AI-powered systems.
Individuals interacting with our AI Phone Receptionist, Digital Humans or conversational AI systems should be informed that they are interacting with artificial intelligence.
Where a customer organisation deploys our technology, that organisation may also be responsible for providing appropriate notices to its users.
6. AI Phone Receptionist — Call Recording and Transcription
Human X Lab's 24/7 AI Phone Receptionist uses authorised telecommunications infrastructure and AI-powered voice processing technologies.
The service processes telephone audio to understand caller enquiries and generate spoken responses.
Depending on the service configuration, it may also generate or retain:
- Call recordings;
- Speech-to-text transcripts;
- Conversation summaries;
- Caller telephone numbers;
- Appointment information;
- Call transfer records; and
- Related technical information.
Call recordings and transcripts may be processed and stored through our authorised technology service providers.
6.1 Caller Notification and Consent
Callers should be informed that they are interacting with an AI-powered receptionist.
Where call recording is enabled, appropriate notices and legally required consent must be provided or obtained.
The customer organisation operating the service is responsible for meeting the caller-notification and consent obligations allocated to it under its service agreement with Human X Lab.
Human X Lab will provide reasonable information about supported recording and notification arrangements.
6.2 Use of Call Information
Call information may be processed to:
- Understand caller enquiries;
- Generate appropriate responses;
- Provide relevant business information;
- Facilitate appointments;
- Transfer calls;
- Generate conversation summaries and transcripts where enabled;
- Provide authorised notifications; and
- Maintain and support the service.
6.3 Recording and Retention
Call recordings, transcripts and summaries may have different retention periods depending on the service configuration and relevant technology providers.
The specific retention periods are determined by the applicable processing arrangements and service settings.
Further information about data retention is provided in Section 10.
7. Information Processed on Behalf of Customer Organisations
Human X Lab provides AI technology to businesses, government agencies, educational institutions, community organisations and other customers.
These organisations may determine:
- The purposes for which their AI service operates;
- The information the AI system is permitted to use;
- The content supplied to answer customer enquiries;
- The service configuration;
- The authorised personnel who may access relevant records; and
- How information received through the service is subsequently used.
Human X Lab may process information on behalf of customer organisations to provide the contracted technology services.
Both Human X Lab and the customer organisation may have responsibilities under applicable privacy laws, depending on their respective activities.
Individuals interacting with an AI service operated for another organisation should also review that organisation's privacy information.
Human X Lab remains responsible for its own handling of personal information to the extent required by law.
8. Third-Party Technology Service Providers
Human X Lab uses authorised third-party technology service providers to deliver, maintain and support its products and services.
These may include:
- Telecommunications service providers for telephone numbers, connectivity, call routing and transfers;
- AI technology providers for conversational AI and language processing;
- Voice processing providers for speech recognition, transcription and voice synthesis;
- Cloud infrastructure providers for hosting, data storage and technical operations;
- Payment service providers for subscription billing and transaction processing; and
- Technical support and security providers for system maintenance and security.
These providers may process, access or store information where reasonably necessary to perform their services.
Human X Lab seeks to implement appropriate contractual, technical and organisational safeguards concerning confidentiality, security and personal information handling.
We do not sell personal information to third parties.
Personal information may also be disclosed where required or authorised by law.
9. International Data Processing
Human X Lab uses technology infrastructure and authorised service providers that may process, store or access personal information outside Australia.
This includes processing associated with service providers in the United States, together with other locations depending on the products, infrastructure and service configurations used.
International processing may be necessary for:
- AI-powered conversations;
- Telephone connectivity;
- Speech recognition and synthesis;
- Cloud hosting;
- Data storage; and
- Related technical services.
Where required by applicable Australian privacy law, Human X Lab will take reasonable steps concerning overseas recipients and the handling of personal information.
Human X Lab does not guarantee that personal information will remain exclusively within Australia unless a specific Australian data-residency arrangement has been agreed and verified.
The complete list of countries to which personal information is likely to be disclosed remains subject to verification and must be reflected in this Policy where practicable.
10. Data Storage, Retention and Deletion
Human X Lab and its authorised technology service providers may retain personal information for purposes connected with service delivery, account administration, technical support, security and applicable legal obligations.
Different retention arrangements may apply to:
- Customer registration and account information;
- Subscription and billing records;
- Website enquiries;
- Telephone call metadata;
- Call recordings;
- Conversation transcripts;
- AI-generated call summaries;
- Chatbot and Digital Human interactions;
- Support correspondence;
- Technical logs; and
- Backup records.
10.1 AI Phone Receptionist Recordings and Transcripts
Call recordings and transcripts are stored through authorised technology service providers.
The specific retention period and automatic deletion settings applicable to Human X Lab's current AI Phone Receptionist service have not yet been confirmed.
Human X Lab does not represent that recordings or transcripts are automatically deleted after a fixed number of days unless that retention period has been verified for the applicable service.
10.2 Website Enquiries
Website enquiries are delivered to our team by email rather than stored in a website enquiry database.
Our email service providers may retain those messages.
The website enquiry form does not establish an automatic email-deletion schedule.
10.3 Deletion and De-identification
Where personal information is no longer required, Human X Lab will take reasonable steps to securely delete or de-identify information under its control where required by law.
Information held by third-party providers may also be subject to applicable contractual arrangements, backup procedures and legal obligations.
Individuals may contact Human X Lab regarding personal information retention or to request deletion where applicable.
11. Information Security
Human X Lab recognises the importance of protecting personal information against misuse, interference, loss and unauthorised access, modification or disclosure.
We seek to implement reasonable technical and organisational safeguards appropriate to the type of information handled and the relevant risks.
Depending on the system and service, safeguards may include:
- Account authentication;
- Access permissions;
- Restricted administrative access;
- Secure transmission;
- Security monitoring;
- Appropriate supplier arrangements; and
- Incident management procedures.
The security measures implemented may vary by product and service configuration.
We seek to restrict access to personal information to personnel and service providers who reasonably require it for authorised purposes.
No internet-connected service can be guaranteed to be entirely free from security risks.
12. Data Breaches and Security Incidents
Human X Lab will assess suspected personal information breaches and take appropriate steps to investigate, contain and address identified risks.
Where the Notifiable Data Breaches scheme or other notification requirements apply, we will assess whether notification to affected individuals, customer organisations or relevant regulators is required.
Where an incident involves information processed on behalf of a customer organisation, Human X Lab will cooperate with that organisation in accordance with applicable legal and contractual obligations.
13. Website Cookies and External Content
Our website may use cookies or similar technologies to support functionality, security, session management and other disclosed purposes.
The particular cookies, analytics tools and tracking technologies used depend on the website configuration.
Our website may also contain external videos, demonstrations, links or embedded content.
When users interact with content provided by third parties, those providers may process information according to their own privacy policies and technical settings.
We encourage users to review relevant third-party privacy notices.
14. Marketing Communications
Human X Lab may use business contact information to respond to enquiries and communicate about its products, demonstrations and services where permitted by law.
Submitting a website enquiry or registering for an AI service does not automatically constitute consent to receive unrelated promotional communications.
Where marketing consent is required, we will seek appropriate consent.
Recipients may opt out of marketing communications by using an available unsubscribe mechanism or contacting us directly.
15. Access to Personal Information
Individuals may request access to personal information that Human X Lab holds about them.
Requests may be submitted to:
We may take reasonable steps to verify the identity of the person making the request.
We will respond in accordance with applicable privacy laws, including any lawful exceptions.
Where information is managed by a customer organisation using Human X Lab technology, we may refer the individual to that organisation or cooperate with it in responding to the request.
16. Correction of Personal Information
Individuals may request correction of personal information that is inaccurate, incomplete, outdated, irrelevant or misleading.
Correction requests may be submitted to:
We will assess requests and take reasonable steps required by applicable law.
Where relevant information is processed on behalf of a customer organisation, we may need to coordinate with that organisation.
17. Privacy Complaints
If you have concerns about how Human X Lab handles personal information, you may submit a privacy complaint by emailing:
Please provide sufficient details to help us understand and investigate your concerns.
We will assess complaints and seek to resolve them fairly and promptly.
Our intended response targets are:
- Acknowledgement within five business days; and
- A substantive response within 30 calendar days, where reasonably practicable.
Where the Privacy Act applies and the matter is within its jurisdiction, individuals may be entitled to complain to the Office of the Australian Information Commissioner.
OAIC website: https://www.oaic.gov.au/
18. Children and Vulnerable Individuals
Some Human X Lab services may be deployed in educational, community, healthcare, aged-care or other settings involving children or individuals who require additional safeguards.
Such deployments may require additional consideration of:
- Consent and lawful collection;
- Information minimisation;
- Sensitive information;
- Accessibility;
- Appropriate retention periods;
- Information security; and
- Human oversight.
Human X Lab and the relevant customer organisation should establish appropriate safeguards before implementing services intended for these groups.
Our standard business registration process is intended for authorised representatives of organisations.
19. Automated Decision-Making
Human X Lab's AI systems may generate information, summaries, recommendations or responses that support business processes.
Not every AI-powered interaction constitutes automated decision-making that significantly affects an individual's rights or interests.
Where Human X Lab uses or arranges for automated systems to make, or substantially and directly support, decisions that could reasonably be expected to significantly affect individuals' rights or interests, additional privacy obligations may apply.
From 10 December 2026, relevant Australian Privacy Principles require APP entities to disclose qualifying automated decision-making arrangements in their privacy policies.
Human X Lab will assess its relevant operations and make disclosures required under applicable law.
Customer organisations using Human X Lab technology may have separate responsibilities concerning decisions made through their own processes.
20. Changes to This Privacy Policy
Human X Lab may update this Privacy Policy to reflect changes in our services, technology, information-handling practices or legal obligations.
The latest version will be available on our website with its effective date and last-updated date.
Where material changes affect personal information handling, additional notice will be provided where required by law or appropriate in the circumstances.
Changes to this Policy do not retrospectively establish consent where consent was legally required but not obtained.
21. Contact Information
For privacy enquiries, requests to access or correct personal information, or privacy complaints, please contact:
Human X Lab Pty Ltd
ABN: 50 695 191 881
ACN: 695 191 881
Email: hello@humanxlab.com.au
Website: https://humanxlab.com.au/
Business Address:
53 Chapel Street
Glenorchy, Tasmania
Australia
Telephone: 1300 433 418
© 2026 Human X Lab Pty Ltd. All rights reserved.