GDPR & WHISTLEBLOWING
FUNCTION
Responda Group processes personal data in accordance with the Data Protection Regulation.
Do you want to report a whistleblowing matter click here
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.
Responda Group may in certain cases process your personal data on behalf of our client. Such processing is then carried out by Responda Group in the capacity of a data processor. The information below applies solely to processing where Responda Group is considered to be the data controller.
1. Processing of personal data, purpose and legal basis
To enter into, execute and administer 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 details (for example email address, telephone number and postal address)
- purchase and order history
- transaction details
- other personal data appearing in contracts, customer service and other correspondence
Legal basis: The processing is necessary for Responda Group to enter into, perform and administer its contracts (Art. 6.1b 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 details (for example email address, telephone number and postal address)
- marketing preferences
Legal basis: Responda Group has a legitimate interest (Art. 6.1(f) GDPR) in informing existing customers about similar products and services relevant to the customer relationship, for the purpose 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 you to have given your consent (Art. 6.1(a) GDPR).
Cookies and similar tracking technologies
Please see our cookie policy for information on our use of cookies.
Compilation of statistics, further development and improvement of our services
We may aggregate and anonymise some of the personal data set out in this privacy notice.
Legal basis: Responda Group has a legitimate interest (Art. 6.1(f) GDPR) in analysing how our services are used and in producing aggregated and anonymised statistics in order 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) GDPR) in processing personal data to the extent necessary to establish, exercise or defend legal claims, for example 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 whistleblowing channel. The personal data may also be processed within the scope of our follow-up case.
Legal basis: We are legally obliged to process personal data that appears in a whistleblower case (Art. 6(1)(c) GDPR).
AI receptionist
When you contact Responda Group, you may encounter our digital switchboard assistant (AI Receptionist). We process your personal data in order to connect your call to the right person or function, take 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 data when you speak with our AI Receptionist:
- Information that you yourself provide during the conversation (e.g. name, company, matter, telephone number and other contact details)
- Which person or function you are looking for
- Any messages you ask us to pass on
- Transcriptions and summaries of conversations (text-based representation of content)
We have no intention of processing sensitive personal data under Article 9 of the GDPR. If such data is nevertheless provided by the caller, it will only be processed to the extent necessary to handle the matter and will not be stored for other purposes. Our AI Receptionist uses automated technology to identify matters and forward calls. The processing does not include automated decision-making as referred to 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 is necessary to handle the matter and, where applicable, for follow-up and reporting in accordance with the customer's instructions. Data is subsequently deleted in accordance with established retention and disposal procedures. Calls may be transcribed and summarised using automated technology in order to enable follow-up, statistics and service improvement. Such processing is carried out without affecting the individual in a way that has legal or similarly significant consequences.
Legal basis
The processing is carried out on the basis of Responda Group's legitimate interest (Article 6.1(f) of the GDPR) and is necessary to provide a functioning and efficient switchboard service, handle incoming calls and ensure that enquiries and messages reach the right person or function. The processing only takes place in connection with you initiating contact yourself and only covers the personal data deemed necessary to handle your matter. If you do not wish to speak to the AI receptionist, you can state this during the call and you 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, it is instead the respective customer who is the data controller, and Responda Group then acts as a data processor.
2. Storage of personal data
Personal data provided above to enter into, perform or administer agreements with customers or suppliers is retained at least for the duration of the contractual relationship and for a period thereafter necessary to fulfil obligations under the agreement or to comply with Responda Group's legal obligations.
Personal data that we process for marketing purposes based on our legitimate interest will be stored for as long as you are a customer with us or for up to one (1) year after the customer relationship has ceased. If the marketing is instead based on your consent, the personal data will be stored until the consent is withdrawn or erased beforehand at our initiative.
Personal data relevant to tax reporting, which may include, for example, accounts receivable, will as a general rule be stored for up to seven years unless the documentation is relevant to a debt claim, in which case the data may be stored for up to ten years. Personal data deemed to constitute accounting information and relevant to our bookkeeping will be stored for up to six years.
For personal data associated with the AI Receptionist, information is stored to the extent necessary to process your query, for example to forward the call or a message to the specified person or function. Normally, processing and storage only take place temporarily during the ongoing telephone call. If a message is left, or if required for technical or organisational reasons to ensure that the query is handled correctly, the data may be stored for a limited period after the end of the call. The data is then deleted without undue delay and at the latest 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 erased as soon as possible if it has nevertheless been collected by mistake. Personal data processed in a whistleblowing follow-up case 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 stored 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 in accordance with 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 public authorities, auditors, legal counsel and parties involved in a merger or acquisition of our business (or parts thereof).
Where Responda Group uses data processors for the processing of your personal data, we have entered into adequate data processor 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”If such a transfer to a third country takes place, Responda Group will take appropriate safeguards in accordance with applicable data protection legislation, for example through the use of standard contractual clauses or on the basis 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:
- obtain information about what personal data is processed about you
- request rectification of incorrect or incomplete data
- request erasure of data in certain cases
- request restriction of processing in certain cases
- object to processing based on legitimate grounds, unless there are compelling legitimate grounds for the processing which override those interests
- 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 these transmitted to another data controller when technically feasible (right to data portability)
- withdraw your consent, where the processing is based on consent
To be able to confirm that the correct person is submitting a request for an action as above, Responda Group may carry out 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 obtain detailed information about your rights under applicable data protection legislation.
Contact for data protection queries: dataskydd@respondagroup.com
5. Changes to this privacy notice
The Responda Group reserves the right to make changes to this privacy notice. The latest version will always be available on our website.
Last updated: 10 March 2026
Whistleblower contact
Responda Group has zero tolerance for irregularities, crime and misconduct within its operations. If you suspect, observe or receive information that something serious is happening at companies within Responda Group – make a report.