Notice for people who call

A machine answered

At the start you heard this sentence, with the name of the business in place of the brackets: «Hi, I'm the automated assistant for {Business Name}: I'm not a person, but I'll take your details and have the owner call you back.»

If recording is on, you then heard: «This call is recorded.» If the business has turned on automatic booking, the sentence ends with «I can book an appointment or take a message».

It is a program, and the announcement is written into the code: the business you called cannot switch it off.

What is recorded and what is written down

• The audio of the call, when recording is on. It is not on our computers: it stays with Vapi, the supplier that runs the calls, and we keep only the link to it.
• The text of everything that was said, sentence by sentence, and an automatic summary.
• Your name, your phone number, the address and town where the work is needed, and your email if you leave one.
• The problem you described, how urgent it is, the appointment and the notes on the job.

Your phone number is what identifies you: if you call again, the assistant finds your record. It is all there to get someone to call you back who already knows what you need.

Who answers for your data

Your data is the responsibility of the business you called, not ours. They chose to have an automated assistant answer and they are the data controller. Idra supplies the service and handles that data on their behalf, following their instructions.

So the shortest route is to write or phone the business you called. If you do not have their details, or they do not reply, write to us and we will pass the request on: Idra is Francesco Vitale, Via della Repubblica 51, 95040 Ramacca (CT), Italy — privacy@ciaoidra.com.

How we work on behalf of businesses is set out in the privacy policy and in the data processing agreement.

How long it is kept

The audio recording is deleted 30 days after the call. The text of the conversation, sentence by sentence, and the summary are kept for 12 months. Data with no content — day, time, length, how it ended — is kept for 24 months. The customer record, with jobs and appointments, stays until the business deletes it, and in any case no longer than 24 months after the last contact.

If the business closes its Idra account, everything is deleted 30 days later.

What you can ask for

• A copy of what is written about you, the recording included.
• Correction of something wrong: the name, the address, the number.
• Deletion of all of it.
• To object to the processing, or to freeze it while someone checks.

An email or a phone call to the business is enough, or an email to us: no form and no reason needed. It helps to say the number you called from and roughly which day. Asking costs nothing and the answer must come within one month.

If you think something is wrong

You can complain to the Garante per la protezione dei dati personali, Piazza Venezia 11, 00187 Rome, Italy — garanteprivacy.it. You can also go to a court.

What we do not do

Your voice is never used to identify you: no voiceprint. We do not profile you and we do not score you. No decision about you is taken automatically: the assistant collects the details and hands over to a person. There are two things it does on its own: it puts you through to the owner if it understands the situation is an emergency, and it books an appointment if the business has allowed it to.