GDPR & WHISTLEBLOWER
FUNCTION
Responda Group processes personal data in accordance with the General Data Protection Regulation.
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Privacy Notice
This privacy notice describes how Responda Group AB (org. no. 556754-1395), Allévägen 7, 952 51 Kalix (”Responda Group”, ”we”), processes personal data.
In certain cases, Responda Group may process your personal data on behalf of our client. In such cases, Responda Group acts as a data processor. The information below applies only to processing operations in which Responda Group is considered the data controller.
1. Processing of Personal Data, Purposes, and Legal Basis
Enter into, fulfill, and manage agreements with customers and suppliers
We process the following personal data to enter into and administer agreements with our customers and suppliers:
- first and last name
- contact information (e.g., email address, phone number, and mailing address)
- Purchase and Order History
- transaction details
- other personal information contained in contracts, customer service communications, and other correspondence
Legal basis: This processing is necessary for Responda Group to enter into, perform, and administer its agreements (Art. 6.1(b) of the GDPR).
Marketing
We process the following personal data to provide marketing to existing customers, prospects, and others who have consented to receive marketing:
- first and last name
- contact information (e.g., email address, phone number, and mailing address)
- marketing preferences
Legal basis: Responda Group has a legitimate interest (Art. 6.1(f) of the GDPR) in informing existing customers about similar products and services that are relevant to the customer relationship, with the aim of maintaining and developing the business relationship. The processing is limited to what is necessary, and the customer always has the option to object to such marketing. Other marketing requires that you have provided your consent (Art. 6.1(a) GDPR).
Cookies and Similar Tracking Technologies
Please see our Cookie Policy For information about our use of cookies.
Statistical recording, further development, and improvement of our services
We may aggregate and anonymize certain of the personal data set out in this privacy notice.
Legal basis: Responda Group has a legitimate interest (Art. 6.1f of the GDPR) in analyzing how our services are used and in compiling aggregated and anonymized statistics to further develop, improve, and ensure the quality, functionality, and security of our services.
Establish, exercise and defend legal claims
We process the personal data specified in this privacy notice for the purpose of establishing, exercising, and defending legal claims.
Legal basis: Responda Group has a legitimate interest (Art. 6.1(f) of the GDPR) in processing personal data to the extent necessary to establish, exercise, or defend legal claims, such as in the event of disputes, claims, or legal proceedings.
Recruitment
Whistleblowing
We process the personal data that appears in cases and documentation submitted via our whistleblower channel. The personal data may also be processed within the scope of our follow-up case.
Legal basis: We are required by law to process personal data related to a whistleblower case (Art. 6.1(c) of the GDPR).
AI Receptionist
When you contact Responda Group, you may encounter our digital switchboard assistant (AI Receptionist). We process your personal data to connect your call to the right person or function, convey messages, help you with general information, and ensure a functioning and efficient switchboard service. Personal data may also be processed for follow-up, quality assurance, and the generation of statistics and insights related to call management.
We process the following personal information when you speak with our AI Receptionist:
- Information you provide during the conversation (e.g., name, company, subject, phone number, and other contact information)
- What position or role are you looking for?
- Any messages you ask us to convey
- Transcripts and summaries of conversations (text-based representation of content)
We do not intend to process sensitive personal data as defined in Article 9 of the GDPR. If such data is nevertheless provided by the caller, it will be processed only to the extent necessary to handle the matter and will not be stored for any other purpose. Our AI Receptionist uses automated technology to identify matters and forward calls. This processing does not involve automated decision-making as defined in Article 22 of the GDPR and has no legal or similarly significant consequences for you. We do not use voice data for profiling or biometric analysis. Calls are not recorded unless you are explicitly informed of this.
Personal data is stored only for as long as necessary to handle the matter and, where applicable, for follow-up and reporting in accordance with the customer’s instructions. The data is subsequently deleted in accordance with established data retention policies. Calls may be transcribed and summarized using automated technology for the purpose of follow-up, statistics, and service improvement. Such processing is carried out without affecting the individual in a way that has legal or other significant consequences.
Legal Basis
The processing is based on Responda Group's legitimate interest (Article 6.1 f GDPR) and is necessary to provide a functional and efficient switchboard service, handle incoming calls, and ensure that inquiries and messages reach the correct person or function. The processing only takes place when you initiate contact yourself and includes only the personal data deemed necessary to handle your matter. If you do not wish to speak with the AI Receptionist, you can state this during the call and will then either be given the opportunity to leave a voice message (for example, outside regular opening hours) or be transferred to available staff.
Please note that Responda Group is the data controller for the processing that takes place when you contact us directly. Responda Group does not use call data for its own purposes such as profiling or training general AI models, but processes data solely on behalf of the customer in accordance with an agreement.
When the AI Receptionist is used to answer calls on behalf of our customers, the respective customer is instead the data controller, and Responda Group then acts as a data processor.
2. Storage of personal data
Personal data specified above for entering into, performing, or administering agreements with customers or suppliers is stored at least for the duration of the contractual relationship and for a period thereafter necessary to fulfill commitments under the agreement or to comply with Responda Group's legal obligations.
Personal data that we process for marketing purposes and which is based on our legitimate interest will be saved as long as you are a customer with us or up to one (1) year after the customer relationship has ended. If the marketing is instead based on your consent, the personal data will be saved until the consent is withdrawn or earlier deleted at our initiative.
Personal data relevant for tax reporting, which may include, for example, accounts receivable, will as a general rule be saved for up to seven years unless the documentation is relevant for a claim, in which case the data may be saved for up to ten years. Personal data deemed to constitute accounting information and relevant for our bookkeeping will be saved for up to six years.
For personal data linked to the AI Receptionist, the information is saved to the extent necessary to process your inquiry, for example to forward the call or a message to the specified person or function. Normally, processing and storage take place only temporarily during the ongoing telephone call. If a message is left, or if required for technical or organizational reasons to ensure that the inquiry is handled correctly, the data may be stored for a limited time after the call has ended. The data is then deleted without undue delay and no later than when it is no longer necessary for the purpose.
Personal data processed within the framework of whistleblowing that is manifestly not relevant to the handling of a report shall not be collected and shall be deleted as soon as possible if it has nevertheless been collected by mistake. Personal data processed in a follow-up case regarding whistleblowing shall not be retained for longer than two (2) years after the case has been closed, in accordance with applicable legislation.
Personal data processed for the purpose of establishing, exercising, or defending legal claims is retained for as long as necessary to protect such claims, for example during an ongoing dispute or for as long as a claim can be asserted under applicable limitation periods.
3. Sharing of tasks
Your personal data may be shared with the following recipients and only to the extent necessary for the purposes described above:
- relevant employees within Responda Group
- other group companies within Responda Group
- service providers (e.g., IT system and AI model providers)
- other third parties – such as authorities, auditors, legal counsel, and parties involved in a merger or acquisition of our business (or parts thereof).
To the extent that Responda Group uses data processors in the processing of your personal data, we have entered into adequate data processing agreements.
Responda Group may, in connection with engaging suppliers for certain processing purposes, transfer your personal data to a country outside the EU/EEA (”third-country transfer”In the event that such a third-country transfer takes place, Responda Group will take appropriate protective measures in accordance with applicable data protection legislation, for example through the use of standard contractual clauses or with the support of an adequacy decision issued by the European Commission.
Subcontractors:
Datacenter 365 AB – IT infrastructure and server hosting services (Sweden).
Generic Mobile Systems Sweden AB – SMS distribution services (EU/EEA).LINK Mobility AB – SMS distribution services (EU/EEA).
LiveAgent, s.r.o. – Customer service and live chat platform (EU/EEA).
LiveChat (Text, Inc.) – Customer service and live chat platform (EU/EEA).
Microsoft Ireland Operations Ltd – Cloud infrastructure and business applications including Microsoft 365, Dynamics and Power BI (EU/EEA).
OpenAI, L.L.C. – AI language and speech processing services (EU/EEA).
Puzzel A/S – Contact centre and quality assurance platform (EU/EEA).
SMS Teknik AB – SMS distribution services (Sweden).
Telenor Sverige AB – SMS distribution services (EU/EEA).
VisionFlow AB – Case management and workflow platform (EU/EEA).
Väddö Media Information IS AB – IT infrastructure operations and development services (Sweden).
Zendesk, Inc. – Customer service and ticket management platform (EU/EEA).
Zisson AS – Social media management platform (EEA / Norway).
4. Your rights
You have the right to:
- get information on what personal data is processed about you
- request rectification of inaccurate or incomplete data
- request erasure of data in certain cases
- request restriction of processing in certain cases
- object to processing based on legitimate interests, unless there are compelling legitimate grounds for the processing
- request to receive the personal data concerning you that you have provided to us in a structured, commonly used, and machine-readable format, and to have this data transmitted to another data controller when technically feasible (data portability)
- withdraw your consent, in cases where the processing is based on consent
To confirm that the correct person is submitting a request for an action as stated above, Responda Group may perform an identity check.
You also have the right to lodge a complaint with the Swedish Authority for Privacy Protection, www.imy.se, regarding our processing of personal data. On the authority's website, you can also get detailed information about your rights under applicable data protection legislation.
Contact for data protection inquiries: dataskydd@respondagroup.com
5. Changes to this Privacy Notice
Responda Group reserves the right to make changes to this privacy notice. The latest version will always be available on our website.
Last updated: 2026-03-10
Whistleblower contact
Responda Group has zero tolerance for irregularities, crime, and misconduct in its operations. If you suspect, observe, or receive information that something serious is happening at companies within Responda Group, file a report.