The short version
- Milla is an AI, not a person, and always says so at the start of a call.
- Calls are recorded and transcribed so the provider's team can follow up.
- Milla handles routine calls, messages and admin. People make the decisions that matter.
- Anything urgent, sensitive or uncertain is passed to a person. Milla is not an emergency service: call 000.
- Providers using Milla agree to use it honestly, lawfully and with care for the people they support.
1. What Milla is
Milla is an AI team member for Australian NDIS providers, supplied by NV Digital Systems Pty Ltd (ACN 695 554 093, ABN 84 695 554 093). It uses AI voice and language technology to answer calls and messages, capture details, arrange callbacks, screen job applicants and send follow-ups on a provider's behalf.
This page explains how Milla uses AI, for anyone who talks to it, and sets the rules providers agree to when they use it. It forms part of our Terms of Service.
2. If you're talking to Milla
- You're talking to an AI. Milla will tell you at the start of the call. Milla never claims to be a person. If you ask, it will confirm it's an AI.
- The call is recorded. Milla records and transcribes the call and writes a short summary for the provider's team.
- You can ask for a person. Say so at any time, and Milla will transfer you or arrange a callback, depending on the provider's setup and opening hours.
- Milla can make mistakes. If Milla gets something wrong, such as your name or number, tell it, or let the provider know when they call you back.
- In an emergency, call 000. Milla can't send help.
How your information is handled is explained in our Privacy Policy.
3. What Milla does and doesn't do
| Milla does | Milla doesn't |
|---|---|
| Answer common questions using information the provider has approved | Give clinical, medical, legal, financial or NDIS planning advice |
| Capture enquiry details and arrange callbacks | Decide whether someone receives services or funding |
| Check job applicants' answers against the provider's basic requirements and book interviews | Decide who is hired or rejected |
| Send confirmations, reminders and follow-ups | Handle complaints, incidents or safeguarding concerns itself |
| Flag anything sensitive or uncertain for a person | Respond to emergencies or crises |
4. Human oversight
Every provider sets escalation rules during onboarding. As a minimum, Milla passes these to a person on the provider's team:
- complaints, incidents, and any concern about a participant's safety or wellbeing;
- any request to speak to a person;
- conversations Milla is unsure about; and
- job applicants who need a judgement call, who are marked for review rather than rejected.
Outside business hours, Milla explains when someone will be back in touch and, where relevant, directs callers to 000 or other urgent services.
5. What providers must have in place
If your organisation uses Milla, you must:
- keep Milla's opening disclosure switched on, so every caller hears that they're speaking with an AI and that the call is recorded;
- name Milla (or an AI assistant) in your own privacy policy and explain how calls and messages are handled;
- approve the information Milla uses to answer questions, and keep it up to date;
- set escalation rules and an after-hours process, and act on escalations, callback requests and review items promptly;
- make sure a person reviews Milla's outputs before decisions are made that significantly affect someone;
- give people another way to contact you if they don't want to use an AI; and
- only allow staff who need it to access recordings, transcripts and records.
6. What Milla must not be used for
You must not use Milla, or ask us to set it up, to:
- pretend to be a person, or hide that callers are speaking with an AI;
- record or monitor conversations without the notice or consent the law requires;
- triage medical emergencies, provide crisis support or make decisions about restrictive practices;
- give clinical, medical, legal, financial or NDIS planning advice;
- collect clinical notes or detailed health histories;
- collect more personal or sensitive information than you need, or use it for an unrelated purpose;
- send SMS or email marketing without consent or an unsubscribe option, or make calls that breach the Do Not Call Register Act 2006 (Cth) or telemarketing rules;
- pressure, mislead or take advantage of participants, families or anyone else, including about NDIS funding, prices or services;
- discriminate unlawfully, including in recruitment screening;
- harass, threaten or abuse anyone, or send unlawful, offensive or misleading content;
- process information about people who haven't dealt with your organisation, such as purchased or scraped lists; or
- interfere with, overload, reverse engineer or try to get around Milla's safeguards or security.
7. Recruitment screening
When Milla screens job applicants for a provider:
- screening questions must relate to the inherent requirements of the role, such as availability, location, required checks and qualifications;
- Milla must not ask about, or screen on, protected attributes such as age, disability, race, sex, pregnancy, religion or family responsibilities, except where the law allows;
- applicants who don't clearly meet the requirements are marked for review by a person, not rejected automatically; and
- the final hiring decision is always made by the provider's staff.
8. Breaches of this policy
If we believe Milla is being used in breach of this page, we may ask you to change your setup, pause the affected feature, or suspend the service under our Terms of Service. Where people may be at risk, we may act first and tell you straight away. We may update this page from time to time and will tell customers about significant changes.
9. Reporting a concern
If you're worried about how Milla handled a call or message, or think it's being misused, contact us at [email protected]. For concerns about the provider's care or services, you can also contact the NDIS Quality and Safeguards Commission at ndiscommission.gov.au or on 1800 035 544.
