Legal
Acceptable use
What a business may and may not point a TurnTaker line at, and what we do when a line is used for something it should not be.
Awaiting legal review
This is a placeholder, not the acceptable use itself. The text is being prepared with Australian legal advice and will be published here before TurnTaker answers calls for any business. Nothing on this page is an undertaking.
What it will cover
- The work TurnTaker may not answer: emergency lines, clinical triage, and anything where a wrong answer is a safety problem
- What a business may not ask its agent to say, including passing itself off as a person
- Collecting payment details, health information or government identifiers over a TurnTaker call
- Using the service to make outbound calls, run surveys or contact people who have not rung you
- What happens when a line is used this way: what we suspend, and what notice you get
What the product refuses today, whatever this document ends up saying
These are not undertakings. They are what the code does, and they are verifiable from it.
- It tells every caller it is an AI, in fixed words, before anything else on the call. No setting, dial or instruction can remove it, move it later or soften it.
- It refuses an emergency. A caller who describes one is told to hang up and ring 000, in fixed words, and the call ends. TurnTaker is not an emergency service.
- It does not write its own texts. An SMS to a caller is a template written in advance and sent word for word, after the caller confirms their number.
- It does not ring anybody. There is no outbound path in the product.
- It answers only from what a business has published. No published answer means it says so and takes a message.
Questions in the meantime go to support@turntaker.com.au, and the security page says what is and is not settled about how calls are handled.