Your trust is the service.

1. Who we are

Ottilie is a social connection service for older Australians. Each morning, Ottilie rings your parent for a warm five-minute conversation — asking how they're travelling, noting what's on their mind, and remembering what they mentioned the day before.

The weekly digest then shares the highlights with the people your parent has chosen to include in their circle — no algorithms, no ads, just a thoughtful summary written in plain English.

2. What data we collect

From the waitlist: name, email, optional role (e.g. "daughter", "son"), and an optional note about your family situation.

During onboarding:

• Client name and phone number, and preferred call time
• Care-circle contacts — names, emails, and phone numbers for family members your parent chooses to include
• General wellbeing information (optional, always optional, never used to diagnose)

During daily calls:

• Call metadata — duration, time of call, whether it was answered
• Conversation signals — speech pace, pauses, vocal tremor, mood tone. These are gentle trends, not diagnoses.
• Transcript excerpts — highlights your parent explicitly shares during the call, used in the weekly digest

3. How we use your data

• To provide the daily check-in call and weekly digest
• To build a picture of what she talks about, what matters to her, and how the conversation is going over time — shared as notes, not as assessments
• To let the family know when something she mentioned might be worth a conversation — always framed as a note, never an alarm
• To improve the service — how Ottilie listens, what she remembers, how the letter reads
• To communicate with you: onboarding guidance, weekly digest, service updates. We will never send marketing without your explicit opt-in.

4. Data storage and security

• All personal data is stored in Australia, on AU-hosted infrastructure (Supabase).
• Voice calls are handled via Retell AI; telephony via Twilio. Both process data under contract with us and are bound by data processing agreements.
• Access to personal data is restricted to authorised Ottilie team members.
• Every data view, note, and permission change is recorded in a visible audit trail — available to the care circle on request.

5. Consent and withdrawal

Consent is explicit and renews at every step. Your parent decides who is in their care circle. They can pause or stop at any time — just say "I'd like a break" during a call, or tell a family member to let us know.

Withdrawal is easy:

• Reply to any Ottilie message or digest email
• Email us at privacy@ottilie.io
• Use the Pause toggle in the family dashboard

Withdrawal stops all data collection going forward. Highlights already shared with the care circle remain visible unless full deletion is requested (see Section 7).

6. Sharing with third parties

We do not share personal data with third parties without your explicit consent. This means:

• No selling data to advertisers or data brokers — ever.
• No sharing with insurers, government agencies, or researchers without written consent from the client and, where applicable, the care circle.
• Service providers (Supabase, Twilio, Retell AI) are data processors under contract — they act on our instructions and are not controllers of your data.
• The only exception is a legal obligation: a court order or mandatory reporting under Australian law. We will notify you if this occurs, unless prohibited from doing so.

7. Your rights and access

• Access: see all data we hold about you. The family dashboard shows your call history and digest archive. For a full export, email privacy@ottilie.io.
• Correction: ask us to correct any inaccurate data at any time.
• Deletion: request deletion of your data. We will action this within 30 days, except where we are legally required to retain records.
• Complaint: if you believe we have mishandled your data, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

8. Data retention

• Waitlist data: retained until you request removal, or 12 months after the beta closes — whichever comes first.
• Active beta data: retained for the duration of your participation.
• After the service ends: call recordings are deleted within 90 days. Aggregated, non-identifying trend data may be retained for quality improvement.
• Audit logs: retained for 2 years in accordance with our security obligations.

9. Privacy enquiries

We take privacy questions seriously and we'll respond within 5 business days.

• Email: privacy@ottilie.io
• Reply to any Ottilie message or weekly digest
• Use the Pause toggle with a note in the family dashboard