Acceptable Use Policy

Agntic.ai Voice Agent Platform

Version 1.0 | Effective: March 2026

Agntic Pty Ltd | ABN 53 680 307 680

This Acceptable Use Policy sets out the rules for using the Agntic.ai platform and its AI voice agent capabilities. It applies to all users of the Platform, including account holders, authorised users, and any party accessing the Platform through a reseller arrangement. This policy is incorporated by reference into the Agntic.ai End User Licence Agreement and is available at https://agntic.ai/legal/aup.

For resellers and partners This policy forms part of the mandatory flow-down terms that must be incorporated into all customer agreements. Reseller customers are bound by this policy regardless of whether they have a direct relationship with Agntic.

1. Overview

This Acceptable Use Policy (“AUP”) defines what you can and cannot do with the Agntic.ai platform and the AI voice agents you create and deploy using it. The goal of this policy is to ensure the Platform is used responsibly, lawfully, and in a manner that does not harm Agntic, other users, callers, or the public.

This AUP is incorporated by reference into the Agntic.ai End User Licence Agreement (“EULA”). Capitalised terms not defined in this AUP have the meanings given to them in the EULA. A breach of this AUP constitutes a breach of the EULA and may result in suspension or termination of your account.

This policy applies to you regardless of whether you access the Platform directly or through a reseller or partner.

2. General Principles

When using the Platform, you must:

Comply with all applicable laws, regulations, and industry codes of conduct;
Respect the rights, privacy, and dignity of all individuals who interact with your AI agents;
Take responsibility for the configuration, behaviour, and outputs of your AI agents;
Implement appropriate human oversight for AI agent interactions;
Respond promptly to any notice from Agntic regarding potential violations of this policy; and
Cooperate with Agntic in investigating suspected violations.

3. AI Transparency and Disclosure

3.1 Mandatory AI Identification

Every AI agent you deploy must clearly identify itself as an AI at the start of every voice interaction. This disclosure must be made in clear, plain language before the substantive conversation begins. You must not configure an agent to deny its AI nature, to claim that a caller is speaking with a human, or to evade or deflect questions about whether the caller is speaking to an AI.

3.2 Recommended Disclosure Language

While you may adapt the disclosure to suit your brand and use case, the disclosure must convey the following information at a minimum:

That the caller is interacting with an AI agent, not a human;
The name of the business on whose behalf the agent is acting; and
That the caller may request to be transferred to a human at any time.

Example disclosure “Hi, this is [Agent Name], an AI assistant calling on behalf of [Business Name]. You’re welcome to ask for a human representative at any time. How can I help you today?”

3.3 Call Recording Disclosure

Where your agent is configured to record voice interactions, the agent must inform the caller that the call is being recorded before the recording begins. You are responsible for ensuring that this disclosure complies with all applicable state, territory, and federal laws regarding call recording consent.

4. Prohibited Uses

You must not use the Platform, or permit any AI agent deployed through the Platform, to engage in any of the following activities.

4.1 Illegal and Harmful Activities

Any activity that is illegal under applicable Australian or international law;
Fraud, scams, phishing, or social engineering;
Harassment, stalking, bullying, intimidation, or threats;
Inciting violence, hatred, or discrimination against any person or group;
Activities that exploit or endanger children or vulnerable persons; or
Facilitating the commission of any criminal offence.

4.2 Deception and Impersonation

Impersonating a specific real individual (including their voice) without that individual’s prior written consent;
Representing that an AI agent is a human being;
Creating deepfake or synthetic voice clones of real individuals without consent;
Using the Platform to generate misleading testimonials, fake reviews, or fabricated endorsements;
Deploying agents that deliberately provide false or misleading information to callers; or
Using AI agents to manipulate, deceive, or unduly pressure callers into making decisions.

4.3 Unsolicited and Non-Compliant Communications

Making outbound calls to numbers listed on the Do Not Call Register in contravention of the Do Not Call Register Act 2006 (Cth);
Sending unsolicited commercial communications in contravention of the Spam Act 2003 (Cth);
Making calls outside permitted calling hours under the Telecommunications (Do Not Call Register) (Telemarketing and Research Calls) Industry Standard 2017;
Robocalling or automated dialling without required consents; or
Using AI agents to conduct political robocalls or election interference activities.

4.4 Sensitive Information and High-Risk Use Cases

Collecting sensitive information (as defined in the Privacy Act 1988 (Cth)) from callers without informed consent and appropriate safeguards;
Providing medical diagnoses, treatment recommendations, or mental health advice without professional oversight and appropriate disclaimers;
Providing personalised financial advice, investment recommendations, or credit assessments without appropriate licensing and disclaimers;
Providing legal advice or making representations about legal rights or obligations without appropriate licensing and disclaimers;
Deploying agents as the sole decision-maker in processes that have a material legal, financial, or health impact on individuals; or
Processing payment card data through voice interactions without PCI DSS compliance.

Safety-critical applications You must not deploy AI agents for emergency services, medical triage, crisis intervention, or any application where an AI failure could result in death, serious injury, or significant harm to a person, unless you have obtained Agntic’s prior written approval and have implemented documented human oversight and escalation protocols.

4.5 Discrimination

Configuring agents to treat callers differently based on race, colour, sex, sexual orientation, gender identity, age, disability, religion, national origin, or any other attribute protected by applicable anti-discrimination legislation;
Using AI outputs (such as sentiment analysis or intent classification) to discriminate in the provision of goods, services, or opportunities; or
Deploying agents that systematically disadvantage or exclude callers from particular demographic groups.

4.6 Platform Integrity and Security

Attempting to reverse engineer, decompile, disassemble, or derive the source code of the Platform;
Circumventing, disabling, or interfering with any security features, access controls, rate limits, or usage restrictions;
Introducing malicious code, viruses, worms, or other harmful components into the Platform;
Conducting denial-of-service attacks or otherwise attempting to disrupt the Platform;
Accessing or attempting to access accounts, systems, or data belonging to other users;
Using the Platform to mine cryptocurrency or perform computationally intensive tasks unrelated to voice agent functionality;
Scraping, crawling, or automated extraction of data from the Platform beyond what is available through published APIs; or
Using the Platform to develop, train, or improve competing AI models or voice agent platforms without Agntic’s prior written consent.

4.7 Intellectual Property

Using the Platform to infringe the intellectual property rights of any third party;
Deploying agents that reproduce copyrighted material (such as music, literature, or recordings) without authorisation;
Using Agntic’s trade marks, logos, or branding in a way that suggests endorsement, partnership, or affiliation without written permission; or
Claiming ownership of Agntic’s underlying platform technology, AI models, or algorithms.

5. Human Escalation Requirements

You must establish and maintain a documented escalation process that defines when and how an AI agent must transfer a voice interaction to a human representative. Your escalation process must, at a minimum, require transfer to a human in the following situations:


Scenario	Requirement
Legal threats or complaints	Immediate transfer. AI agents must not attempt to resolve legal disputes, respond to threats of litigation, or negotiate settlements.
Health, safety, or emergency	Immediate transfer. If a caller indicates they are in danger, experiencing a medical emergency, or require emergency services, the agent must offer to transfer or provide emergency contact information immediately.
Distressed or vulnerable callers	Prompt transfer. If the agent detects that a caller is distressed, confused, or may be vulnerable (including elderly persons, persons with cognitive impairment, or persons in crisis), the agent must offer to transfer to a human.
Financial, legal, or medical advice	Transfer when requested, and proactive offer of transfer when the conversation moves into advice territory. Agents may provide general information with appropriate disclaimers but must not provide personalised professional advice.
Accessibility or accommodation	Prompt transfer. If a caller requests assistance related to a disability or accessibility need that the agent cannot adequately address.
Repeated resolution failure	Transfer after a reasonable number of attempts. If the agent cannot resolve the caller’s enquiry after 3 attempts or the caller expresses frustration with the AI interaction, the agent must offer human transfer.
Explicit request	Immediate transfer. If a caller requests to speak to a human at any point, the agent must facilitate the transfer without resistance, delay, or attempts to dissuade the caller.

You must ensure that human representatives are available during your published business hours. If human representatives are not available (for example, outside business hours), the agent must offer to take a message and arrange a callback, and must clearly inform the caller that a human is not currently available.

6. Data and Privacy Obligations

Your use of the Platform must comply with all applicable privacy and data protection laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles. In particular, you must:

Provide callers with a clear privacy notice that explains what personal information is being collected, how it will be used, and who it may be shared with;
Obtain all required consents for call recording, transcription, and AI processing before collecting personal information;
Not use the Platform to collect personal information that is not reasonably necessary for the purpose of the interaction;
Implement appropriate security measures to protect any personal information you access through the Platform;
Respond to access and correction requests from callers in accordance with the APPs;
Notify Agntic promptly if you become aware of a data breach involving personal information processed through the Platform; and
Not transfer personal information collected through the Platform to any overseas recipient without ensuring compliance with APP 8.

For full details of how Agntic handles personal information, refer to our Privacy Policy at https://agntic.ai/legal/privacy.

7. Content Standards

All content you create, upload, or configure within the Platform (including agent scripts, knowledge bases, prompts, and responses) must comply with the following standards:

Content must be accurate and not knowingly false or misleading;
Content must not be defamatory, obscene, offensive, or likely to incite hatred or violence;
Content must not infringe the intellectual property rights of any third party;
Content must comply with the Australian Consumer Law and must not contain misleading or deceptive representations about goods, services, or prices;
Content must not promote or facilitate illegal activities; and
Content must be appropriate for the intended audience and use case.

You are solely responsible for the accuracy and legality of the content you provide to your AI agents. Agntic does not pre-screen or approve agent content, but reserves the right to review and request modifications to content that violates this policy.

8. Industry-Specific Obligations

If you operate in a regulated industry, you must ensure that your use of the Platform complies with all applicable industry-specific laws, regulations, and codes. The following are non-exhaustive examples:


Industry	Key Obligations
Financial services (APRA-regulated)	CPS 234 compliance for information security, outsourcing notification requirements, right-to-audit provisions, and business continuity obligations
AML/CTF (AUSTRAC-regulated)	Record-keeping requirements for voice interactions, suspicious matter reporting protocols, and customer identification/verification procedures
Healthcare and NDIS	Sensitive information handling under the Privacy Act, My Health Records Act alignment, protocols for distressed or vulnerable callers, and accessibility requirements
Real Estate	Compliance with state fair trading and property legislation, disclosure requirements, and trust accounting integration safeguards
Government and local council	Accessibility standards (WCAG), data sovereignty requirements (Australian hosting), FOI considerations, and procurement compliance
Telecommunications	ACMA compliance, TCP Code obligations, and calling time restrictions

Agntic does not warrant that the Platform meets the requirements of any specific industry regulation. It is your responsibility to assess whether your use of the Platform is compliant with the regulations that apply to your business.

9. Monitoring and Enforcement

9.1 Our Right to Monitor

We reserve the right to monitor use of the Platform to ensure compliance with this AUP. Monitoring may include automated analysis of agent configurations, call metadata, and usage patterns. We will not listen to or review the content of individual voice interactions except where required to investigate a specific complaint or suspected violation, or where required by law.

9.2 Reporting Violations

If you become aware of any use of the Platform that violates this AUP, please report it to abuse@agntic.ai. We take all reports seriously and will investigate promptly. You may also report violations through the Platform’s built-in reporting tools.

9.3 Enforcement Actions

If we determine that you have violated this AUP, we may take one or more of the following actions, depending on the severity and nature of the violation:


Severity	Possible Actions
Minor (first offence, inadvertent)	Written notice identifying the violation and requesting remediation within a specified timeframe
Moderate (repeated minor violations, or a single significant violation)	Temporary suspension of the affected agent(s) or feature(s) until the violation is remediated, with written notice
Serious (deliberate, harmful, or illegal activity)	Immediate suspension of your account pending investigation; permanent termination of your account; reporting to relevant law enforcement or regulatory authorities

We will make reasonable efforts to notify you before taking enforcement action, except where: (a) immediate action is necessary to prevent harm; (b) notification would compromise an investigation; or (c) we are required by law to act without notice.

9.4 Appeal

If you believe that enforcement action has been taken against you in error, you may appeal by emailing legal@agntic.ai within 14 days of receiving notice of the action. We will review your appeal and respond within 14 business days.

10. Your Responsibilities

You are responsible for:

Ensuring that all authorised users on your account understand and comply with this AUP;
Configuring, testing, and monitoring your AI agents to ensure they behave in accordance with this policy;
Maintaining documented escalation procedures and ensuring human representatives are available as required;
Keeping your agent configurations, knowledge bases, and scripts up to date and accurate;
Responding to Agntic’s enquiries about your use of the Platform within a reasonable timeframe;
Maintaining your own records of agent configurations, call volumes, and compliance measures; and
Conducting periodic reviews of your agents’ performance and compliance with this AUP.

11. Reseller and Partner Obligations

If you access the Platform through a reseller or partner arrangement:

This AUP applies to you in full, regardless of the terms of your agreement with your reseller;
Your reseller is required to ensure that you are made aware of and agree to this AUP before you are granted access to the Platform;
If there is any conflict between this AUP and the terms of your reseller agreement, this AUP prevails to the extent of the inconsistency; and
Agntic reserves the right to enforce this AUP directly against any end user of the Platform, including customers of resellers.

If you are a reseller, you must ensure that this AUP (or terms substantially similar to it) is incorporated into every customer agreement you enter into. You must not grant your customers rights that conflict with this AUP.

12. Changes to This Policy

We may update this AUP from time to time to reflect changes in technology, law, or best practice. When we make material changes, we will: (a) update the version number and effective date at the top of this policy; (b) post the updated policy at https://agntic.ai/legal/aup; and (c) notify account holders by email or through the Platform at least 30 days before the changes take effect.

Your continued use of the Platform after the effective date constitutes acceptance of the updated policy. The current version of this AUP is always available at https://agntic.ai/legal/aup.

13. Contact

If you have questions about this policy or need to report a violation:

Policy enquiries: legal@agntic.ai

Abuse reports: abuse@agntic.ai

Enforcement appeals: legal@agntic.ai

Privacy concerns: privacy@agntic.ai

General support: support@agntic.ai

Agntic Pty Ltd | ABN 53 680 307 680

This Acceptable Use Policy was last updated in March 2026.