1. Built for Australian dental practices
This page summarises how IntelliDent handles practice and patient information and what our AI agents are allowed to do. It is not legal advice. The binding documents are our Privacy Policy, Terms of Service, and Subprocessors list.
2. Where data is hosted and processed
- Our database and file storage, including call recordings and transcripts, are hosted on Amazon Web Services in Australia.
- Some processing happens overseas, mainly in the United States: phone calls and messages (Twilio), speech recognition during calls, and AI replies (OpenAI or Anthropic). Each provider is listed on the Subprocessors page.
3. Privacy Act 1988 (Cth)
Practices remain responsible for their patients’ information under the Australian Privacy Principles. IntelliDent handles that information to provide the Service to the practice, as described in our Privacy Policy.
- Each practice’s data is separated by organisation, with role-based permissions for its users.
- We do not use customer or patient data to train AI models.
- Before sending caller speech to the AI or storing it, we automatically try to remove payment card, Medicare, health fund, tax file, and bank numbers.
- Practice administrators can delete individual call recordings and transcripts.
4. Call recording and AI disclosure
Calls handled or made by IntelliDent voice agents are recorded and transcribed. At the start of every such call, including reminder calls, the caller hears a short notice. The default is: “You’re speaking with the practice’s AI assistant. This call is recorded and transcribed to help with your request.”
- Practices can reword the notice in the agent settings. It must still say the call is recorded, and an AI notice is added if the wording leaves it out.
- The notice cannot be switched off while recording is on.
- Recording laws differ between states and territories. Practices should confirm their own obligations and cover call recording in their patient privacy notices.
5. Administrative only — no clinical advice
IntelliDent agents are front-desk assistants. They are not health practitioners, and they are instructed never to diagnose, give clinical advice, or recommend treatment or medication.
- In scope: opening hours, fees, booking, rescheduling and cancelling, directions, administrative questions you have authorised, taking messages, and passing calls to your team.
- Out of scope: symptoms, treatment, medication, and clinical triage. For a life-threatening emergency, agents tell callers to call 000.
Practices should review their agents’ instructions and knowledge before go-live.
6. Security
Data is encrypted in transit and stored on AWS services that encrypt data at rest. Access is limited by organisation and role, and Twilio webhooks are signature-checked. IntelliDent does not currently hold HIPAA, SOC 2, or ISO 27001 certification. For security questions, email [email protected].