Privacy and security
Someone is going to ask “who else hears this?”
Probably the person Operator is for, probably on the first call. This page is the answer, written so you can read it out loud.
Who can hear it
A short, closed list — and they know who is on it.
- The family contacts you name. Nobody else in your family gets access because they asked; you add them, and you can remove them.
- On a care community plan, the staff you authorise at that community — not staff at your other sites, and not other providers.
- A small number of Gravity Rail staff, only when it is needed to operate or fix the service, and only with that access recorded.
- We do not sell or share conversations with advertisers, data brokers, insurers or anyone else. There is no version of this product that is funded that way.
- Nothing is listening between calls. Operator has no microphone in the house. It knows only what is said on a call it is on.
- We do not use your family’s conversations to train general-purpose AI models.
Telling them
Setting this up for someone is not the same as deciding for them.
Operator is usually bought by an adult child for a parent, which puts a genuine obligation on both us and you. We handle our half in the product.
- Operator says what it is at the start of every call — an assistant, not a person — without being asked.
- It answers honestly when asked who can see this. If a caller asks, it names the family contacts on the account.
- It will tell them how to stop. A caller who says they do not want this is told how to have it turned off, and we act on that.
Your half is the conversation at the kitchen table. We would rather you had it before the number goes on the pad by the phone.
“Am I being recorded? Who listens to this?”
What we keep
What is stored, and for how long.
Operator needs a memory — a service that forgets your mother every call would be worse than useless. Here is the shape of that memory.
- What was said on a call, so Operator can pick up where it left off and so family contacts can read what happened.
- What you told us at setup — appointments, family contacts, the things worth knowing. You can edit or delete any of it.
- Call records — when a call happened, how long it lasted, which number it came from.
- You can delete it. Close the account and the conversation history goes with it, subject to any retention a care community’s own obligations require.
The formal version — categories, retention periods, your rights, and how to exercise them — is in the Gravity Rail Privacy Policy. If the two ever disagree, the policy governs and this page is the bug.
Security
The same platform that carries clinical workloads.
Operator is not a side project on separate infrastructure. It runs on Gravity Rail, which is built for organisations handling protected health information.
- Encrypted in transit and at rest.
- Separated by customer. Your household's information sits in its own space, and a care provider gets one per community — never pooled between customers, and never pooled between a provider's own sites.
- Access is by named person and role, granted deliberately and removable immediately.
- Access to health information is logged, so a care community can answer "who looked at this record" during an audit.
- Report a security problem to security@gravityrail.com. We would rather hear it from you than from anyone else.
For care communities
HIPAA and business associate agreements.
If you are a covered entity — an aged care provider, a clinic, a health plan — this is the part you came for.
- A BAA is available and is expected for care community accounts. It is a conversation, not a plan upgrade you have to buy your way to.
- Do not send protected health information before the BAA is signed — including in the contact form on this site.
- Household plans are not sold as HIPAA-covered services. A family arranging a phone line for a parent is not a covered entity, and we would rather say so than imply a protection that does not apply.
- Security documentation is available on request for procurement and compliance review.
Still have a question about privacy?
Ask it before you sign up, not after. Write to operator@gravityrail.com and a person will answer.