The short version

• Milla is an AI team member that answers calls and messages for Australian NDIS providers. Calls handled by Milla are recorded and transcribed, and Milla tells callers this at the start of each call.
• When you contact an NDIS provider that uses Milla, that provider is responsible for your information. We handle it on their behalf and only for their purposes.
• Milla can collect sensitive information, such as details about disability or support needs. We ask for only what the provider needs to help you, and we don't sell personal information.
• Milla doesn't make final decisions about your services, funding or employment. A person at the provider does.
• You can ask to see or correct your information, or make a complaint, by contacting us at [email protected].

1. About this policy

Milla is a product of NV Digital Systems Pty Ltd (ACN 695 554 093, ABN 84 695 554 093) ("we", "us", "our"). This policy explains how we collect, use, store and disclose personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

It applies to:

• our website, meetmilla.com.au, and its forms, booking pages and checkout;
• our demo line and any call or message you have with Milla while trying it out;
• NDIS providers who subscribe to Milla ("customers") and their staff; and
• people who call, message or are contacted by a customer through Milla, such as participants, families, carers, nominees, Support Coordinators, referrers and job applicants.

2. When we act for an NDIS provider

Our customers use Milla to answer their calls, reply to messages, follow up enquiries and screen job applicants. When you deal with a customer through Milla, the customer is responsible for your personal information and its own privacy policy also applies. We collect and handle that information on the customer's behalf, under our agreement with them, and only to provide Milla to them.

If you have a question or request about information held by an NDIS provider, please contact that provider first. If you contact us instead, we'll pass your request on to the provider and help them respond.

We don't use information we handle for a customer for our own marketing, and we don't share one customer's information with another customer.

3. Information we collect

From customers, prospective customers and their staff

• Name, business name, ABN, role, email address, phone number and postal or billing address.
• Information about your services, service areas, processes and escalation rules, which you give us during intake and onboarding.
• Billing and payment records. Card payments are processed by our payment provider, Stripe. We don't see or store your full card number.
• Records of our calls, meetings, emails and support requests with you.

From website visitors and demo line callers

• What you enter in our forms or booking pages.
• On the demo line: your phone number, anything you tell Milla (such as your name and business), and a recording, transcript and summary of the call.
• Device and usage information collected through cookies and similar tools (see section 11).

From people who contact a customer through Milla

Depending on how the customer has set Milla up, this can include:

• your name, phone number, email address, suburb or postcode and preferred contact times;
• the reason for your call or message, and who you are calling for (for example, yourself, a family member or a participant you support);
• NDIS-related details the provider needs to respond, such as the type of support you're looking for, how your plan is managed and whether you have a Support Coordinator;
• for job applicants: your availability, location, experience, qualifications, work rights and the status of checks such as an NDIS Worker Screening Check; and
• call recordings, transcripts, call summaries and the content of SMS and email messages.

Sensitive information

Some of this can be sensitive information under the Privacy Act, including health information and information about disability. We only collect sensitive information where it is reasonably necessary to provide the service and you consent, or where the law otherwise allows it. Milla is set up to ask for the minimum needed to route your enquiry. It isn't designed to take detailed medical or clinical histories, and it may ask you to share those directly with the provider's staff instead.

4. How we collect it

We collect information:

• directly from you, when you call or message Milla, fill in a form, book a meeting, pay for a subscription or talk to us;
• from customers, when they give us information to set up Milla or ask Milla to contact someone (for example, a job applicant who applied for a role with them);
• from third parties acting for you, such as a Support Coordinator or family member making a referral; and
• automatically, through our website and the systems Milla runs on.

If someone gives us information about you, we rely on them (and, where they act for a customer, on the customer) to have told you and to have any consent required.

5. Call recording and AI handling

Milla is an AI voice and messaging assistant. It is not a person. Here is what happens when Milla handles your call or message:

• Disclosure. At the start of a call, Milla tells you that you're speaking with an AI assistant and that the call is recorded. If you continue, you consent to the call being recorded and handled in this way.
• Recording and transcription. The call is recorded and turned into a written transcript. Milla also writes a short summary and records the outcome, such as a callback request or a booked interview.
• AI processing. To understand and answer you in real time, what you say and type is processed by AI models supplied by our technology providers (see section 8).
• Who sees it. Recordings, transcripts and summaries are available to authorised staff of the provider you contacted. Our team can access them only to set up, support, fix or improve that provider's Milla service, or where the law requires.
• Asking for a person. You can ask Milla to pass you to a person or arrange a callback. Calls about complaints, incidents, safety or anything sensitive are passed to a person on the provider's team.
• If you don't want an AI or a recording. You can end the call at any time and contact the provider another way, for example by email.

Milla is not an emergency service. If someone is in danger, call 000.

6. Automated processing and decisions

Milla uses computer programs, including AI, to:

• work out what a caller needs and categorise the enquiry (for example, a new referral, a question about existing supports, or a job application);
• check a job applicant's answers against the customer's basic requirements, such as availability, location and required checks;
• trigger follow-up steps automatically, such as reminders, callbacks, SMS confirmations and updates to the customer's records; and
• flag conversations for a person to review when Milla is unsure.

Milla does not make final decisions about whether someone receives services, about NDIS funding or eligibility, or about whether an applicant is hired. Those decisions are made by people at the provider. If you think an automated step has affected you unfairly, contact the provider or us and a person will review it.

7. How we use information

We use personal information to:

• provide, set up and support Milla for our customers;
• answer and route calls and messages, book meetings and interviews, and send confirmations and reminders on a customer's behalf;
• respond to your enquiries and run demos;
• bill customers and manage our accounts;
• check quality and safety, including reviewing calls to fix errors and improve how Milla is set up for that customer;
• keep our systems secure and prevent misuse;
• send business customers and prospects information about Milla (see section 12); and
• meet our legal obligations.

We don't sell personal information. We don't use information from customers' calls and messages to train AI models made available to other businesses, and we use providers whose terms do not permit training on that information.

8. Who we share it with

We may disclose personal information to:

• the NDIS provider you contacted, or who asked Milla to contact you;
• technology providers who help us run Milla, including:
  • the CRM and automation platform Milla runs on;
  • telephony and SMS providers;
  • AI model and voice providers;
  • email and calendar services; and
  • our payment provider, Stripe;
• our professional advisers, such as accountants, lawyers and insurers; and
• government bodies, regulators or law enforcement where the law requires or allows it.

Our providers may only use the information to provide services to us.

9. Overseas storage and processing

Some of our technology providers store or process information outside Australia. At the date of this policy, this mainly means the United States. Before we disclose personal information overseas, we take reasonable steps to make sure the recipient handles it consistently with the APPs.

10. Security and retention

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, change or disclosure. These include access controls, limiting staff access to what each role needs, and using reputable providers. No system is completely secure, so please contact us straight away if you think your information has been compromised.

We keep information only as long as we need it. Our standard retention periods are below. A customer can ask us to delete its data sooner.

11. Cookies and website analytics

Our website and booking pages use cookies and similar tools. Some are needed for the site, forms and checkout to work. Others help us understand how the site is used and measure our advertising. These include:

• essential cookies set by our website platform for forms, bookings and checkout; and
• analytics and advertising tools, which collect information such as pages visited, device type and how you arrived at our site.

You can block or delete cookies in your browser settings. If you block essential cookies, some forms or the checkout may not work. Milla's calls and messages don't use cookies.

12. Marketing messages

We may send customers and business contacts emails or SMS about Milla. We follow the Spam Act 2003 (Cth). Every marketing message tells you who it's from and how to unsubscribe, and we act on unsubscribe requests within 5 business days. We don't send marketing to participants, families or job applicants whose details we handle for a customer.

13. Dealing with us anonymously

You can ask general questions without giving your name. To arrange a callback, a service or an interview, the provider will usually need your name and contact details.

14. Access and correction

You can ask for a copy of the personal information we hold about you, or ask us to correct it. For information we hold for an NDIS provider, we'll work with that provider to respond. We'll reply within 30 days. We may need to confirm your identity first, and in limited cases the law allows us to refuse a request. If we do, we'll tell you why. We don't charge for requests.

15. Data breaches

If we suspect a data breach, we act quickly to contain it and assess the risk. If a breach involves information we hold for a customer, we tell that customer promptly so they can meet their own obligations. Where a breach is likely to cause serious harm, we or the customer will notify the people affected and the Office of the Australian Information Commissioner (OAIC) under the Notifiable Data Breaches scheme.

16. Complaints

If you have a concern about how we've handled your personal information, please contact us using the details below. We'll acknowledge your complaint within 2 business days and aim to resolve it within 30 days.

If you're not satisfied with our response, you can complain to the OAIC at oaic.gov.au or on 1300 363 992.

For concerns about the quality or safety of NDIS supports, contact the provider or the NDIS Quality and Safeguards Commission at ndiscommission.gov.au or on 1800 035 544.

17. Changes to this policy

We may update this policy as Milla or the law changes. We'll post the new version on this page with a new date, and tell customers about any significant changes.

18. Contact us

Privacy Officer, NV Digital Systems Pty Ltd
Email: [email protected]

Related: Terms of Service · Acceptable Use and AI Disclosure