Privacy policy

1. About AutoTorque Concierge and this policy

AutoTorque Concierge is an AI-powered customer engagement, enquiry management and automation service operated by Live Chat Monitoring Pty Ltd (ABN 97 605 056 479) (‘LCM’, ‘we’, ‘us’, ‘our’). AutoTorque Concierge is a product and trading brand of LCM, not a separate contracting legal entity.

This Privacy Policy explains how we handle personal information when you visit the AutoTorque Concierge website, contact us, administer a business account, or interact with an AutoTorque Concierge assistant deployed by one of our business clients (‘Clients’). It does not replace the privacy notice of a Client whose website or channels you use.

2. Our role and the Client’s role

For information collected through our own website, sales enquiries, account management and billing, LCM ordinarily determines the purposes and means of processing and is responsible for that processing (a controller where that term applies).

When AutoTorque Concierge is provided to a Client, the Client ordinarily determines the purposes for collecting information from its customers and visitors, and LCM processes that information to deliver the contracted service on the Client’s instructions (a processor/service provider where applicable). The precise allocation of responsibilities depends on the processing activity and applicable law. Some service security, account and compliance information may be processed by LCM for its own lawful purposes.

If you interacted with an assistant on a Client’s website, please contact that Client first about the substance of your enquiry and its use of your information. We will assist the Client with relevant requests.

3. Information we may collect

Depending on the service configuration, information may include:

• names, contact details, company information and account administrator details;
• enquiries, chat messages, form entries, transcripts, attachments, preferences, budgets, requested appointments and other information intentionally provided;
• technical and usage data such as IP address, device/browser information, timestamps, session identifiers and website interaction data;
• connected-system information supplied or authorised by Clients, such as customer records, appointment availability, product information or enquiry status;
• billing and transaction records, support correspondence and relevant security logs.

Please do not enter payment-card numbers, identity documents, passwords, medical records or other highly sensitive details in a chat unless the Client has expressly provided an appropriate secure and lawful process. Clients must configure any specialist collection with appropriate controls.

4. How information is collected

We obtain information directly from website visitors and business users; through chat, forms, email and support communications; from the Clients on whose behalf we operate; from configured integrations and authorised data sources; and through cookies, analytics and security tools where used. We do not claim that all Client configurations collect identical categories of information.

5. Purposes of processing

We use information as appropriate to: respond to enquiries; deliver and route leads; operate conversational AI and live-agent handover; search approved knowledge bases; carry out authorised actions through connected services; provide support, security, diagnostics and reporting; administer accounts and payment arrangements; comply with legal obligations; and improve service quality in accordance with applicable law and Client instructions.

We do not sell personal information. Marketing communications are sent only where permitted by applicable law, with available opt-out rights. Whether a specific Client may use enquiry information for its own marketing is governed by that Client’s notices and applicable law.

6. AI conversations and automated processing

Some AutoTorque Concierge conversations are answered by AI, some by people, and others through a combination, depending on Client configuration. AI systems may interpret messages, retrieve Client-approved information, generate responses, summarise conversations, qualify and route enquiries, and initiate authorised workflows.

AI-generated answers can be incorrect or incomplete. Human review, transfer availability and monitoring are not guaranteed for every interaction. If a conversation involves a significant decision or a regulated service, the relevant Client must establish suitable human review, escalation, safeguards and notices.

Conversation content and selected contextual information may be transmitted to third-party AI and technology providers to deliver a response or action. Providers, processing locations, retention settings and any training restrictions depend on the provider, agreement and configuration. LCM does not authorise use of Client conversation content to train general-purpose AI models except where specifically disclosed and lawfully agreed.

7. Lawful basis and Client responsibilities

Where UK or EU GDPR applies and LCM acts as controller, the relevant lawful bases may include performance of a contract, legitimate interests, compliance with legal obligations and consent where required. The basis depends on the particular processing activity; consent is not automatically the basis for every chat or enquiry.

When LCM acts for a Client, the Client is ordinarily responsible for determining and documenting the legal basis for its collection and uses, delivering required notices, responding to relevant individual requests and complying with marketing and sector-specific requirements. Where applicable, an appropriate data processing agreement governs our processing instructions.

8. Sharing information

We may disclose information to: the Client with whom an individual is communicating; our staff and authorised contractors; hosting, communications, chat platform, AI model, analytics, CRM, email, payment, security and integration providers; advisers and insurers; and regulators or authorities when required or permitted by law.

We restrict access according to operational need and require suitable privacy and security arrangements from service providers where applicable. A current list of material subprocessors is available to Clients on request.

9. International handling and transfers

AutoTorque Concierge serves businesses internationally. Personal information may be accessed or processed outside the individual’s country, including Australia, the United States, the United Kingdom and the Philippines. Additional countries may apply depending on configured providers, Client integrations and personnel locations.

We assess cross-border disclosures and apply safeguards required by applicable law, which may include contractual terms, access controls, transfer assessments and recognised transfer mechanisms such as EU standard contractual clauses or a UK transfer addendum where applicable.

10. Retention, deletion and export

Our standard retention periods are 13 months for chat transcripts and lead records, the relationship and a reasonable period afterwards for business records, and generally seven years for financial records where legally required. AutoTorque Concierge may involve separate vendor logs, backups, knowledge-base data, connected-system records and Client-selected retention settings.

We retain personal information only as long as reasonably needed for the stated purpose, applicable instructions, dispute resolution, security or legal requirements. Subject to lawful exceptions and technical constraints, we will facilitate deletion, return or export of Client data as set out in the applicable agreement. Deletion from LCM systems does not necessarily delete copies already transferred into a Client’s CRM or other third-party systems.

11. Security and data incidents

We use reasonable technical, organisational and contractual measures designed to protect information, such as access restriction, secure transmission, staff confidentiality measures, and incident management.

No internet-based service is free from risk. We assess suspected data incidents and notify affected Clients and regulators or individuals as required by applicable law and agreements, taking account of our role in the processing. A contractual notification target may be specified in a separate data processing agreement.

12. Cookies, analytics and marketing technologies

Our website at www.autotorque.ai sets no cookies and uses no analytics or advertising tools. If we add any, we will update this policy first. Clients are responsible for notices and consent mechanisms for cookies and tracking used on their own sites, including those associated with deploying AutoTorque Concierge.

13. Access, correction and other privacy rights

Depending on your location and our role, you may have rights to request access, correction, deletion, restriction, portability or objection, to withdraw consent where processing relies on consent, and to complain to a privacy regulator. Rights are subject to statutory conditions and exceptions.

Send requests to customerservice@livechatmonitoring.com. If information is processed for a Client, we may refer the request to that Client or assist it to respond. We will acknowledge and handle requests within applicable legal timeframes; these may differ by jurisdiction.

14. Children and sensitive information

The service is intended primarily for business customer engagement and is not designed as a general children’s service. Clients must not deploy it for children’s information or sensitive categories without appropriate legal basis, notices, controls and contractual arrangements. If such information is inadvertently disclosed, we will handle it in accordance with law and applicable retention/deletion instructions.

15. Complaints and contact

Live Chat Monitoring Pty Ltd (operator of AutoTorque Concierge), ABN 97 605 056 479. Postal/business address: Suite 305, 75 Tulip Street, Cheltenham VIC 3192, Australia. Email: customerservice@livechatmonitoring.com. Telephone (Australia): 1800 548 324.

You may also complain to an applicable supervisory authority. In Australia, see www.oaic.gov.au; in the United Kingdom, see www.ico.org.uk. EU/EEA individuals can contact their competent national data protection authority.

16. Changes to this policy

We may revise this Privacy Policy to reflect changes in services, technology, legal requirements or processing arrangements. The current version and its effective date will appear at www.autotorque.ai/privacy/. Material changes will be communicated where required by law or contract.

Effective date: 19 October 2026
Live Chat Monitoring Pty Ltd, operator of AutoTorque Concierge
Version 1.0