Terms of Use

What is Civio Assist?

Civio Assist is an AI chatbot powered by a Large Language Model. It is software, not a human being.

Civio Assist can understand what you are asking and generate responses based on the official information it has been provided by the organisation. It is intended solely for general information. Nothing it tells you should be treated as official or professional advice.

Keep in mind that AI can make mistakes. Responses might be wrong, incomplete, or out of date. Always double-check important information through official channels before relying on it, especially if the matter is urgent.

How to use Civio Assist

You do not need to create an account or log in. Just open it in your web browser and start chatting.

For better results, try asking clear, specific questions. Short queries with relevant keywords tend to work best.

After each response, you can give feedback by clicking thumbs up or thumbs down. You can also flag responses that seem wrong or incomplete, or follow the organisation’s standard procedures to contact a staff member if you need more help. Your feedback helps us make Civio Assist better.

Important: Do not type any personal details into the chat. This includes your name, address, phone number, email, account numbers, passwords, or anything else that could identify you.

Accuracy

We aim for Civio Assist to be helpful and accurate, but we cannot guarantee it will always be correct or complete.

The information it provides is general in nature. It might not apply to your specific situation, and it is not a substitute for professional advice or official guidance. Information provided by Civio Assist must not be used for making legal, financial, or any other official decisions.

Your privacy

Civio Assist does not ask for personal information and is not designed to collect it. Every conversation is anonymous.

If you accidentally share personal details, the system will automatically detect and remove them. However, we cannot promise this will always work perfectly, and you are responsible for not entering personal information.

We keep records of conversations to improve Civio Assist’s performance. These records use anonymous session IDs and undergo additional checks to remove any identifying information.

Giving feedback is voluntary. We will not use it to figure out who you are or get in touch with you.

For a more detailed explanation of our technology and data handling practices, please read our full AI Transparency Statement.

How we store and use your data

Each time you use Civio Assist, your browser stores a small cookie with a unique session ID. This lets you pick up where you left off if you come back later in the same browser. Opening a different browser or clearing your cookies will start a fresh session.

If you prefer not to accept cookies, you can change your browser settings to block them. Just note that this means you will start a new conversation each time.

After you finish chatting, we save a log of the conversation in a secure database. This includes:

• What was said: the questions you asked and the answers you received
• Session ID: the anonymous identifier for your conversation
• When it happened: a timestamp

If the system was unable to remove the personal information you shared, it may still be stored in the conversation record.

We use these conversation logs for several purposes:

• Monitoring system performance and catching technical issues
• Understanding what people ask about most often
• Improving the quality and accuracy of responses

All stored data is managed in accordance with applicable data protection laws and our internal policies on record keeping.

Security

Conversation logs are stored securely with strict access controls. Only authorised personnel can view them.

All stored data is held in secure, Australian-based data centres. We do not transfer or share this information with anyone outside our organisation or overseas.

Liability

You are responsible for how you use Civio Assist and what you do with the information it gives you.

We do not make any promises about the accuracy, reliability, or completeness of Civio Assist’s responses. To the fullest extent allowed by law, we accept no liability for any loss, damage, or harm that results from using Civio Assist or relying on what it tells you.

This includes any errors, omissions, or outdated information in the responses, as well as any decisions you make based on those responses.

We strongly recommend that you use your own judgement and verify any important information independently before acting on it.

Changes to these terms

We may update these terms from time to time. If you keep using Civio Assist after we make changes, that means you accept the updated terms.