Privacy Policy

Who Are We?

YOURVOICE – Contact Solutions, Ltd. (“YOURVOICE”), is a company that acts in the field of contact centers.

YOURVOICE is committed to protecting the personal data of the respective owners in all situations in which YOURVOICE processes this data and, in this context, has prepared the present Policy, which is subjacent to its commitment in respecting the rules of personal data protection.

Why this personal data protection policy?

This Policy aims to make known to all entities with whom we relate with the general rules for the treatment of personal data, which are collected and treated in strict respect and compliance with the provisions of the personal data protection legislation in force at each moment, namely Regulation (EU) 2016/679 of the European Parliament and of the Council, of 27 April 2016 (“GDPR”).

YOURVOICE respects best practices in the field of security and protection of personal data and for that purpose has taken the necessary technical and organisational measures in order to comply with the GDPR and to ensure that the processing of personal data is lawful, fair, transparent and limited to the authorised purposes.

YOURVOICE is committed to the protection and confidentiality of personal data, having adopted the measures it considers adequate to ensure the accuracy, integrity and confidentiality of the personal data, as well as all the other rights of the respective owners.

The rules foreseen in this Data Protection Policy complement the provisions, regarding the protection and treatment of personal data, foreseen in the contracts celebrated with YOURVOICE.

What does this data protection policy cover?

This Data Protection Policy applies exclusively to the collection and processing of personal data for which YOURVOICE is responsible for the respective processing, within the scope of the services provided to its Customers and in all the situations in which the processing of personal data by YOURVOICE occurs.

What is personal data?

Personal data is any information, of whatever nature and whatever its medium, including sound and image, concerning an identified or identifiable natural person.

We consider an identifiable natural person as one who can be identified, directly or indirectly, in particular by reference to a name, an identification number, location data, electronic identifiers or one or more factors specific to his or her physical, physiological, genetic, mental, economic, cultural or social identity.

What does the processing of personal data consist of?

The processing of personal data consists of an operation or set of operations which is performed upon personal data or sets of personal data, whether or not through automated means, such as collection, recording, organisation, structuring, storage, adaptation, recovery, consultation, use, disclosure, dissemination, comparison, interconnection, restriction, erasure or destruction.

Who is the data controller?

The entity responsible for the processing of the personal data is YOURVOICE.

For this purpose, should the owner of the personal data need to contact the data controller, they may do so through the means and contacts indicated below:

Através de e-mail para o endereço: rpd@yourvoice.com.pt;

By written communication addressed to the data controller, to Av. Duque de Loulé, 106 – Piso 4, 1050-093 Lisboa.

Who is the data protection officer?

The data protection officer plays a relevant role in the treatment of personal data, guaranteeing, among other aspects, the conformity of the data treatment with the legislation in force, verifying the fulfilment of this Data Protection Policy and defining clear rules for the treatment of personal data, ensuring that all those who entrust the treatment of their personal data to the data controller, are aware of the way YOURVOICE treats them and what rights they have in this matter.

In this way, the owners of personal data may, if they so wish, address a communication to the Data Protection Officer regarding matters relating to the processing of personal data, using the following contact details: rpd@yourvoice.com.pt

What types of personal data are processed?

YOURVOICE, within the scope of the activities it develops, processes the necessary personal data for the rendering of services, processing data such as name, address, telephone number and e-mail address, as per more detailed information provided to the owners of the personal data.

If prior consent of the owner of the personal data exists, this may be withdrawn at any time, without, however, the lawfulness of the processing carried out on the basis of the consent previously given being compromised.

When and how do we collect your personal data?

YOURVOICE collects your personal data via telephone and in writing, guaranteeing, whenever necessary, the previous consent of the owner of the personal data.

Some personal details are indispensable to the provision of certain services and, if they are missing or insufficient, YOURVOICE will not be able to guarantee the service in question.

The personal details collected may be processed by computer in an automated or non-automated manner, guaranteeing in all cases the strict compliance with legislation on protection of personal details, being stored in specific databases created for that purpose and in no case shall the data collected be used for any purpose other than that for which they were collected or for which the consent of the owner of the data was given.

Who are the recipients of the personal data?

Without prejudice to the recipients indicated thorughout this Data Protection Policy, YOURVOICE may communicate the personal data collected with the purpose of complying with legal obligations, namely to police, judicial, fiscal and regulatory entities.

What are the purposes of processing the personal data and its respective legal grounds?

In general, the personal data collected is based on and destined for the management of the contractual relationship and providing the contracted services.

Additionally, personal data may also be processed for the purpose of compliance with legal obligations.

How long do we keep your personal data?

The period during which personal data is stored and preserved varies depending on the purpose for which the information is processed.

There are in fact legal requirements that oblige us to retain data for a minimum period. Therefore, and whenever there is no specific legal requirement, the data will be stored and kept only for the minimum period necessary for the pursuit of the purposes that motivated their collection or their subsequent processing, under the terms defined by law.

What are your rights as a data subject?

As the owner of your personal data you are guaranteed, at any time, the right to access, rectify, update, limit and erase your personal data (except for the data that is indispensable to the provision of services by YOURVOICE, duly identified as being compulsory to supply or for the fulfilment of legal obligations to which the person responsible for the processing is subject), the right to oppose the use of your personal data by YOURVOICE and to withdraw your consent, without this compromising the lawfulness of the treatment carried out under the terms of that consent.

How can you access, rectify, update, limit, delete, oppose the processing of your personal data, or remove consent?

Without prejudice to that stated in the GDPR, the owner of the personal data may do so, directly or through written request, addressed to the respective person responsible for the processing, through the contacts made available for this purpose within this document, as well as other contacts made available by YOURVOICE.

How can you complain?

Notwithstanding being able to present complaints directly to YOURVOICE, through the contacts made available for this purpose, the interested party may complain directly to the Control Authority, which is the National Commission for Data Protection (CNPD), using the contacts made available by this entity for this purpose.

What are the measures adopted by yourvoice to ensure the security of your personal data?

YOURVOICE assumes the commitment of guaranteeing the protection of the security of the personal data made available to the company, having approved and implemented rigorous rules in this matter. The fulfilment of these rules constitutes an obligation of all those who legally access them.

Bearing in mind the concern and commitment that YOURVOICE reveals in the defence of personal data, several security measures have been adopted, of a technical and organisational nature, in order to protect the personal data provided to the company against its diffusion, loss, improper use, alteration, treatment or non-authorised access, as well as against any other form of illicit treatment.

In this sense, all the personal data collection forms require encrypted sessions and all the personal data provided is safely stored in YOURVOICE’s systems, which, in turn, are located in a Data Centre, under the cover of all the physical and logical security measures YOURVOICE understood to be indispensable for the protection of the personal data.

Under what circumstances is there communication of data to other entities (third parties and subcontractors)?

YOURVOICE, within the scope of its activity, may resort to third parties to provide certain services. At times, provision of these services implies the access, by these entities, to personal data of the respective owners. When this happens, YOURVOICE takes the adequate measures, in order to assure that the entities that have access to the data are reputable and offer the highest guarantees at this level, which is duly consecrated and foreseen in the contract between YOURVOICE and the third party or parties.

Therefore, any entity sub-contracted by YOURVOICE shall process the personal data on behalf of YOURVOICE and shall adopt the necessary technical and organisational measures to protect the personal data against accidental or unlawful destruction, accidental loss, alteration, unauthorised disclosure or access and against any other unlawful forms of processing.

In any case, YOURVOICE shall remain responsible for the personal data provided to it.

Under what circumstances do we transfer your personal information?

The provision of certain services by YOURVOICE may involve the transfer of your data outside Portugal, but always within the European Union.

In such a case, YOURVOICE will strictly comply with the applicable legal provisions, namely regarding the determination of the suitability of the destination country or countries in what pertains to the protection of personal data and the requirements applicable to such transfers, including, whenever applicable, the celebration of adequate contractual instruments and that guarantee and respect the legal requirements in force.

How can you learn about any changes in the Yourvoice personal data protection policy?

YOURVOICE reserves the right, at any time, to make readjustments or changes to this Personal Data Protection Policy, in which case those changes shall be duly advertised on YOURVOICE’s various communication channels.

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