Trust & Compliance

Last updated: August 7, 2026

Effective date: August 7, 2026

1. Built for Australian dental practices

IntelliDent is operated for clinics in Australia. This page summarises how we handle patient and practice data, what our AI agents are allowed to do, and where to find the binding legal terms. It is not legal advice — see our Privacy Policy and Terms of Service for the full agreements.

2. Data residency

Production workloads for Australian customers are designed to keep primary application data and call/chat records in Australian regions where our hosting providers offer them. Backups and disaster recovery follow the same residency preference. If a sub-processor must process data outside Australia (for example a model provider API), we disclose that in the Privacy Policy and require contractual safeguards.

Enterprise and DSO customers can request written confirmation of current regions and a data processing schedule as part of onboarding.

3. Privacy Act 1988 (Cth) & APPs

We treat patient and practice information as personal information under the Australian Privacy Principles. Practices remain the APP entity for their patient records; IntelliDent processes that information as a service provider under your instructions and our Privacy Policy. You can contact our privacy team at [email protected].

  • Collect only what the agent needs to answer, book, or escalate.
  • Access is organisation-scoped; tenants cannot see each other's data.
  • Retention and deletion follow your organisation settings and the Privacy Policy.

4. Call recording & consent

Where voice agents record or transcribe calls, Australian surveillance and telecommunications rules may require notice and consent depending on the state or territory. IntelliDent speaks a short disclosure at the start of every recorded ConversationRelay call (inbound and outbound reminders). Practices customise the wording in the agent wizard.

  • Default disclosure: “This call may be recorded for quality and training purposes.” Edit the recording disclosure field on the voice agent.
  • While dual-channel recording is enabled for voice agents, disclosure cannot be disabled for outbound reminder calls.
  • Staff access to recordings is audit-logged; treat recordings as sensitive personal information.

5. AHPRA-safe boundaries — no clinical advice

IntelliDent agents are administrative assistants for the front desk. They are not registered health practitioners and must not diagnose, prescribe, or give clinical advice under AHPRA guidelines.

  • In scope: hours, fees, booking and rescheduling, directions, insurance admin questions you have authorised, and escalating to a human.
  • Out of scope: symptoms, treatment recommendations, medication advice, emergency triage beyond “please seek urgent care / call 000”, and anything your practice marks as clinical-only.

Default prompts instruct agents to refuse clinical questions and offer to transfer or take a message. Practices should review prompts before go-live.

6. Security program

We encrypt data in transit (TLS) and at rest for primary stores, isolate tenants by organisation, and restrict production access to authorised staff. A Business Associate Agreement (BAA) style addendum and security questionnaire are available for enterprise customers; email [email protected].

7. Related documents