Acceptable Use Policy
Last updated: 26 September 2026.
This policy is part of your agreement with us. Clause 1.2 of the service agreement says the agreement consists of those terms, your Order, the Privacy Policy and this policy. Clause 12 is the binding version of what is below; this page is the plain-language one, plus the few specifics clause 12 does not spell out. Where the two differ, the service agreement wins — clause 1.2 says that too.
The short version
Use it to answer your own business's calls and enquiries, honestly. Do not use it to reach people who have not asked to hear from you, and do not use it to pretend to be something it is not.
The law comes first
You must not use the Services in breach of any law or any applicable telecommunications industry code. Two Australian Acts matter more than the rest here:
- the Spam Act 2003 — unsolicited commercial messages; and
- the Do Not Call Register Act 2006 — unsolicited telemarketing calls, and calls to numbers on the Register.
hello247 answers inbound calls and enquiries. It is not an outbound dialler, we have not built it to be one, and we will not configure it as one. If what you need is an outbound campaign, we are the wrong product and we will say so.
It must never deny being an AI
This is the rule that is specific to what we sell, and we hold it firmly.
The assistant is configured to tell a caller it is an AI assistant, in one short sentence, if the caller asks. It does not announce it unprompted, it does not apologise for it, and it does not explain how it works — but asked directly, it answers straight.
You can change its name, its voice, its tone, what it knows about your business, and how it handles any particular question. You may not configure it to deny being an AI, and you may not instruct it to claim to be a named human being. If you ask us to do either, we will decline, and if you do it yourself in the Configuration we will change it back and tell you why.
A caller who asks that question is entitled to a true answer. That is not negotiable per client.
People who have not asked to hear from you
You must not use the Services, and must not let anyone else use them:
- to make or facilitate unsolicited telemarketing calls, or calls to numbers on the Do Not Call Register;
- to send unsolicited commercial messages;
- to harass, defraud, impersonate or mislead any person; or
- to generate artificial traffic or inflate call volumes.
Other people's information
The Services capture caller names, numbers and the reason for the call. You are responsible for handling that lawfully once it reaches you. Do not load personal information about other people into your Configuration unless you have the right to use it that way. What we do with it is in the Privacy Policy, and where it is stored and processed is on the security page, in detail, including the parts that are not in Australia.
It is not an emergency service
The Services cannot be used to call 000 and are not a replacement for a standard telephone service. Anyone who needs police, fire or ambulance must dial 000 from a mobile or a fixed line. Do not configure the assistant to suggest otherwise.
Professional advice
You must not configure the Services to give financial, legal or medical advice, and you must not rely on them for it. Clause 13 of the service agreement says why: the output is generated, not retrieved, and it can be wrong. If a caller needs to speak to a qualified person, configure it to hand over — that is what it is built to do, and we will help you get the rules right.
Do not attack the platform
No malicious code, no attempts to gain unauthorised access, no scraping the dashboard, and no load deliberately placed on the service that degrades it for anyone else.
If you want to security-test what we have built for you, email us first. The answer is usually yes, and we would rather agree the scope than find out from a monitoring alert.
Reselling
Clause 5.2: you must not resell, sublicense, white-label or otherwise make the Services available to a third party without our written agreement. If you want to offer hello247 to your own clients, that is what the Partner program is for — ask us and we will set it up properly.
What we will not take on
Short and honest, because it is better read here than discovered later. We will decline, or end, service where the use:
- requires us to mislead callers about who or what they are speaking to;
- exists to contact people who have not asked to be contacted; or
- puts our carrier's licence, or another client's service, at risk.
If we think something is wrong
We tell you what it is, first. Clause 18.3 lets us suspend the Services on notice where we reasonably believe your use breaches clause 12, or where a carrier or a regulator requires it — and it requires us to restore them promptly once the cause is resolved and to tell you what the cause was.
In almost every case a phone call fixes it. We would much rather make the call than suspend a service.
Changes to this policy
Clause 21.1: we may change this policy on 30 days' written notice where the change is reasonably necessary — to reflect a change in the law, in a supplier's terms, or in how the Services work. If a change would be materially detrimental to you, clause 21.2 gives you a way out.
The published version of this page is recorded with a checksum at the moment you accept your Order, so what you agreed to can be produced later rather than inferred from whatever the page says today.
Telling us about a problem
Email hello@hello247.com.au or call 1300 678 135. A person answers.