Data Protection Policy

Effective Date: 1st Feb 2021

1. Introduction

Centvoice ("we," "us," or "our") is committed to protecting your personal data and complying with the Singapore Personal Data Protection Act 2012 ("PDPA"). This Data Protection Policy outlines how we collect, use, disclose, and manage your personal data.

2. Collection of Personal Data

We collect personal data when we contact you via telephone for marketing purposes, when you provide information to us directly, or from third-party sources where valid consent has been obtained. The types of data we collect may include:

  • Name and alias;
  • Contact information (e.g., telephone number, email address);
  • Voice recordings of telephone conversations; and
  • Any other information you provide during our interactions.

3. Purposes for Collection, Use, and Disclosure

We collect, use, and disclose your personal data for the following purposes:

A. Core Business Operations

  • Telemarketing: To conduct marketing calls, surveys, and lead generation activities.
  • Communication: To verify your identity, respond to your queries, and update our records.

B. Call Recordings (Based on Legitimate Interests Exception)

We record telephone calls and may disclose them to relevant third parties based on the Legitimate Interests Exception. We have conducted an assessment to confirm that these interests outweigh any adverse effect on your privacy.

  • Fraud Prevention & Security: To detect and prevent fraudulent activities.
  • Dispute Resolution & Legal Defense: To investigate complaints, verify the content of conversations, and defend the organisation against false allegations or legal claims.
  • Quality Assurance & Auditing (Disclosure): To disclose recordings to our clients and partners strictly for the purpose of auditing our service quality and verifying the validity of leads.

4. Disclosure of Personal Data

We may disclose your personal data to third parties to fulfill the purposes listed above:

  • Our Clients (For Quality Assurance): We disclose call recordings and related data to our clients solely for the purpose of verifying our work quality and auditing leads.
  • Service Providers: Third-party vendors who provide IT, cloud storage, or operational services to us, subject to strict data protection obligations.
  • Regulatory Authorities: When required by law or to respond to regulatory investigations.

5. Access, Correction, and Withdrawal of Consent

You have the following rights regarding your personal data:

  • Withdrawal of Consent: You may withdraw your consent for us to use your personal data for marketing purposes.
  • Access: You may request access to the personal data we hold about you.
  • Correction: You may request that we correct any inaccurate or incomplete personal data.

To exercise these rights, please contact our Data Protection Officer (DPO).

6. Feedback and Complaints

If you have any feedback or complaints regarding our data protection practices, please contact our DPO. We are committed to resolving valid complaints and will aim to provide a response within one (1) week of receiving your inquiry.

7. Contact Us

If you have any questions about this policy, or if you wish to exercise your rights, please contact:

Data Protection Officer (DPO)
Telephone: +65 68176257
Email: compliance@centvoice.com