Privacy Policy

Effective date: 12/01/2025

1. Who We Are

Assistly (“we”, “us”, “our”) is committed to protecting personal data in accordance with the General Data Protection Regulation (GDPR) (EU) 2016/679. This policy explains how we collect, use, share, store, and protect personal data obtained in the course of our call centre operations and through use of our public website.

2. What Data We Collect

We may collect the following categories of personal data when interacting with customers or when you visit our website:

  • Contact information (e.g. name, telephone number, email address)
  • Call-related content (e.g. audio recordings, call transcripts, notes)
  • Customer identifiers (e.g. customer reference numbers, account details)
  • Additional information voluntarily provided (e.g. service preferences, feedback)
  • Website usage data (e.g. IP address, browser type, device information, general usage statistics)

3. Legal Basis for Processing

We process personal data under one or more of the following legal grounds:

  • Contractual necessity – to provide or support our services
  • Legitimate interests – including training, quality monitoring, and service improvement, and maintaining and improving our website and online services
  • Legal obligations – to comply with applicable laws and regulatory requests
  • Consent – where provided for specific purposes such as marketing communications, where consent is freely given

4. How We Use Your Data

Personal data is processed for the following purposes:

  • Handling and responding to enquiries, complaints, and service requests
  • Recording and monitoring calls for quality assurance, training, and fraud prevention
  • Communicating service updates, promotions, or surveys (subject to consent)
  • Complying with legal or regulatory obligations
  • Delivering and improving our customer services and online user experience

5. Sharing Your Data

We may disclose personal data to trusted third parties under strict contractual safeguards:

  • Authorised service providers (e.g. CRM systems, telecommunication platforms)
  • Governmental, regulatory, or law enforcement bodies where required by law
  • Group companies or affiliates where necessary to deliver contracted services

6. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes outlined in this policy or as legally required.

  • Call recordings and transcripts: retained for up to 30 days.
  • Customer account data: retained for the duration of the relationship plus [e.g. 24 months]

After retention periods expire, data is securely deleted or anonymised.

7. Data Security

We apply appropriate technical and organisational measures to ensure data security, including:

  • Encryption of data in storage and transmission
  • Access restrictions and multi-factor authentication protocols
  • Ongoing staff training on data protection and information security
  • Breach detection, response, and notification procedures

8. Your Rights

Under the GDPR, you have the right to:

  • Access your personal data
  • Rectify any inaccurate or incomplete data
  • Request deletion of data under certain circumstances
  • Restrict or object to processing activities

9. Complaints

If you are dissatisfied with how your data has been handled, you may contact our DPO:

Chayelle Wassertzug
info@assistly.group

10. Policy Updates

We may amend this privacy policy from time to time to reflect changes in legal or regulatory requirements. The version published on this website is always the most current.