ACXPA Privacy Policy
Last updated: October 2026
This policy explains how ACXPA (ABN 58 817 433 774) (ACXPA, we, us, our) collects, uses, shares and protects your personal information. It covers acxpa.com, acxpa.com.au and their subdomains, our AI Tools, live sessions and emails. CX Skills and the ACXPA Supplier Directory (cxdirectory.com.au) have their own privacy policies.
We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. “Personal information” means information or an opinion about an identified person, or a person who is reasonably identifiable.
1. What we collect
- Account and profile: your name, email, phone, job title, job function, organisation, country and location, photo, profile details and preferences.
- Membership and payments: your membership type, billing name, organisation and country, and your invoices and receipts. Card payments are handled by Stripe, and we never see or store your full card number.
- Business memberships: the names and email addresses of the people a Business or Vendor main account allocates memberships to.
- How you use the Website: logins, pages and tools used, downloads, course progress, quiz results, and things you save, such as replies, coaching plans and goals.
- Assessments and benchmarking: your answers to tools such as the maturity audits, pulse checks and benchmarking submissions, with your organisation’s size, industry and country.
- AI Tools: what you type, the AI’s replies, practice session transcripts and feedback, usage and AI Credit records, and any ratings or comments you give. See section 4.
- Community and live sessions: posts, messages, comments and questions, and your name, image and voice if you take part in a recorded session.
- Contact with us: emails, forms and messages.
- Technical information: IP address, device and browser type, and cookie data (section 8).
We don’t ask for sensitive information, such as health information or religious beliefs, and we ask you not to enter it into our tools. You can browse the Website without telling us who you are, but you’ll need to give your real name to become a member.
2. How we collect it
Mostly directly from you, when you sign up, update your profile, use our tools, join a session or contact us. We also collect it:
- from your organisation, when it gives you a membership;
- from platforms you register through, such as LinkedIn Events;
- from our payment provider, to confirm a payment; and
- through cookies and similar technology.
If we receive personal information we didn’t ask for and couldn’t have collected ourselves, we’ll destroy or de-identify it where it’s lawful and reasonable to do so.
3. How we use it
3.1 We use your personal information to:
- provide your membership, our tools, courses and live sessions;
- run Business and Vendor memberships, including showing the main account how allocated memberships are used;
- run our AI Tools (section 4);
- take payments and send tax invoices and receipts;
- send service messages about your account, membership and renewals;
- send you news and offers, which you can opt out of (section 9);
- improve our services and develop new ones;
- produce de-identified benchmarks and research (clause 3.2); and
- keep the Website secure, prevent misuse and meet our legal obligations.
3.2 Benchmarking and research. When you use our assessment tools, such as the Complaints Handling Maturity Audit, we may use your answers, together with your organisation’s size, industry and country, to produce benchmarks and research for the customer service and experience profession. We only ever publish or share these results de-identified and combined with other organisations’ results, so neither you nor your organisation can be identified. We never use your name or your organisation’s name in them. Where a tool offers it, organisations can opt in to sharing anonymous counts in the same way.
3.3 We won’t use your personal information for an unrelated purpose without your consent, unless the law requires or allows it.
4. AI Tools and your information
4.1 Who provides the AI. Our AI Tools use Anthropic PBC (Claude) for coached replies, coaching plans, chat practice, feedback, Escalation Policy reviews and the Roundtable AI Assistant. Live practice calls in the Team Leader Coach use OpenAI, and your voice is streamed to it in real time during the call. Both companies are in the USA.
4.2 What we send. We send what you type and the context needed to answer it. Before sending, we remove email addresses, phone numbers and account or card numbers. In the Team Leader Coach, the team member’s first name is replaced with a placeholder before it leaves your browser. Customer names aren’t removed automatically in the Customer Response Coach or Complaints Coach, so please leave them out.
4.3 What our providers do with it. Under their commercial terms, Anthropic and OpenAI don’t use the content we send to train their models. Anthropic deletes it within 30 days by default, and OpenAI keeps abuse-monitoring logs for up to 30 days. Either may keep it longer if it’s flagged for misuse or the law requires it.
4.4 What we keep. We keep the replies and coaching plans you choose to save (with customer details left as placeholders), and a record of each use (the tool, date, type of use and AI Credits used). Practice conversations and their feedback are held for up to 2 hours while the session runs, then deleted, unless you save them with your coaching plan. We don’t keep audio recordings of live practice calls. Roundtable AI Assistant questions, answers and ratings are kept so we can improve the answers.
4.5 Who can see it. You can see your own AI history. If you hold a Business allocated membership, your organisation’s main account can see when you used each AI Tool, the type of use (such as a coached reply or a chat practice session) and the AI Credits used, but not what you typed or the AI’s replies. A small number of ACXPA staff can see AI records to provide support, keep the tools safe and improve their quality. We don’t sell this information or use it for advertising.
4.6 Automated decisions. Our AI Tools write drafts, suggestions, practice feedback and practice scores to help you do your job. They don’t make decisions about you or anyone else that significantly affect their rights or interests. Two things are automated: tools pause when an allowance or AI Credits run out, and the Complaints Coach flags complaints that may need escalating. In both cases, a person decides what happens next.
5. Who can see your information in the ACXPA community
- Members Directory: your member profile is visible to other paid members.
- Groups and comments: what you post is visible to the members of that group or page.
- Business Members Directory and Supplier Directory: business listings are public.
- Your organisation: if your membership comes from a Business or Vendor membership, its main account can see your logins, the tools and pages you’ve used, and your AI Credit use.
- Vendors and sponsors: we don’t give your contact details to vendors or sponsors. We’ll only share them with a Vendor member if you ask us to.
6. Who we share it with
We share personal information with service providers who help us run ACXPA, only as needed to provide their service:
| Service | Provider | Where |
|---|---|---|
| Website hosting | VentraIP | Australia |
| Website speed and delivery | NitroPack | Worldwide network |
| AI Tools | Anthropic, OpenAI | USA |
| AWeber | USA | |
| Payments | Stripe | USA and other countries |
| Accounting, invoices and receipts | Xero | USA (hosted) |
| Website analytics | Google Analytics, Google Tag Manager | USA |
| Advertising measurement | Meta Pixel | USA |
| Video | Vimeo, YouTube | USA |
| Live session platforms | Zoom (Open Mic), Vimeo (Roundtable livestreams) | USA |
We may also share it with CX Skills and the ACXPA Supplier Directory, to give you member pricing and access; with our professional advisers; and with regulators or law enforcement where the law requires. We don’t sell personal information.
7. Overseas disclosure
Most of our overseas providers are in the USA. Some, such as Stripe and NitroPack, also process information in other countries. Before we use a provider, we take reasonable steps to make sure it protects personal information in a way consistent with the Australian Privacy Principles, for example through its contract terms and published security standards.
8. Cookies and tracking
We use cookies and similar technology to:
- keep you logged in and remember your preferences (needed for the Website to work);
- understand how the Website is used, through Google Analytics; and
- measure our advertising and show ACXPA ads to people who’ve visited, through the Meta Pixel.
You can block or delete cookies in your browser settings, use Google’s opt-out add-on for Google Analytics, and manage ads in your Meta ad preferences. Blocking necessary cookies will stop you logging in.
9. Marketing emails
We send news and offers to members and subscribers who’d reasonably expect them or have agreed to them. Every marketing email has an unsubscribe link, and you can change your choices at acxpa.com/member-preferences/ or by emailing privacy@acxpa.com.au. We’ll still send service messages about your account and membership. We won’t use sensitive information for marketing.
10. Security and data breaches
We take reasonable steps to protect your information from misuse, loss and unauthorised access. These include encrypted connections, access controls, files generated for you being available only to you, and limiting who in ACXPA can see personal information.
If a data breach is likely to cause you serious harm, we’ll tell you and, where required, the Office of the Australian Information Commissioner (OAIC).
11. How long we keep it
We keep your information while your account is active and as long as we need it for the purposes in this policy. We keep tax and accounting records for at least 5 years, as Australian tax law requires. When we no longer need information, we delete or de-identify it.
12. Access and correction
You can ask for a copy of the personal information we hold about you, or ask us to correct it, by emailing privacy@acxpa.com.au. There’s no charge. We’ll respond within 30 days. If we refuse, we’ll tell you why in writing, unless the law prevents us, and how to complain. You can update most profile details yourself in your account.
13. Complaints
If you’re concerned about how we’ve handled your personal information, email privacy@acxpa.com.au. We’ll respond within 30 days. If you’re not satisfied, you can complain to the OAIC at oaic.gov.au or on 1300 363 992.
14. If you live outside Australia
We’re based in Australia and serve members worldwide. If privacy laws such as the EU or UK GDPR or the New Zealand Privacy Act apply to you, you may have the right to access, correct, delete or move your information, and to object to or restrict how we use it. We rely on our contract with you, our legitimate interests in running ACXPA, and, for marketing, your consent. Contact privacy@acxpa.com.au to use these rights, or complain to your local privacy regulator.
15. Children
Our services are for people aged 18 and over. We don’t knowingly collect information from anyone younger.
16. Changes and contact
We’ll update this policy as our services change, and show the date at the top. We’ll tell members about material changes by email.
Contact: privacy@acxpa.com.au. To get a copy of this policy in another format, email us and we’ll send one free of charge.
