Scope

This Consumer Protection Policy outlines CedisPay's commitment to safeguarding the rights of our valued consumers in accordance with consumer protection legislation and contractual requirements. It serves as a guiding framework for our operations, ensuring the protection of consumer rights and privacy.

Introduction and Purpose

At CedisPay, we are deeply committed to consumer protection and recognize the importance of maintaining consumer trust. This Consumer Protection Policy outlines our strategy to ensure that the rights of our potential and current consumers are protected in accordance with consumer protection legislation and contractual requirements. We strive to uphold the highest standards of data privacy and security, fostering a safe and reliable environment for our valued customers.

Clearer Explanation of Data Collection

CedisPay collects various types of data about identifiable individuals, including current, past, and prospective employees, customers, users of our websites and applications, subscribers, and other stakeholders. We collect this data to provide our services and fulfill our contractual obligations. The specific purposes for data collection are clearly communicated to our consumers, enabling them to understand how their personal data is handled and used by CedisPay.

Uses of Personal Information

CedisPay may collect and process personal information for the following purposes:

1. Creating a record of you in our system for verification of identity and provision of products and services
2. Assessing creditworthiness and financial circumstances
3. Preventing financial crime, including sanctions screening and anti-money laundering monitoring
4. Historical, statistical, or research purposes (without being published in an identifiable format)
5. Providing tax-related information to tax authorities
6. Corporate transactions, such as the sale of our businesses, legal entities, or assets
7. Employee and director screening and record-keeping
8. Due diligence and risk assessment for suppliers

Retention and Data Storage

We adhere to data minimization principles and retain personal data only for the duration necessary to fulfill the purposes for which it was collected. The retention period may vary depending on the type of data and the applicable legal requirements. CedisPay ensures that personal data is securely stored, protecting it against unauthorized access, accidental loss, destruction, or damage. We implement appropriate technical and organizational measures to safeguard the integrity and confidentiality of personal data.

Data Protection Officer

To ensure compliance with data protection laws and address consumer concerns related to data privacy, CedisPay has appointed a dedicated Data Protection Officer (DPO). The DPO oversees our data protection practices, provides guidance to our employees, and serves as a point of contact for consumers seeking information or raising privacy-related queries.

Breach Notification

In the event of a personal data breach that may pose a risk to individuals' rights and freedoms, CedisPay follows a fair and proportionate approach to notify the affected parties. We have established an Information Security Incident Response Procedure that outlines the steps we take to mitigate potential harm and communicate the breach to individuals in a timely manner. We also promptly inform the relevant Data Protection Authority (DPA) within 72 hours of becoming aware of the breach.

Consumer Education and Awareness

CedisPay is dedicated to educating our consumers about their rights, data protection practices, and the importance of responsible financial behavior. We provide resources, guidelines, and information on our website to empower consumers with knowledge and enable them to make informed decisions. We believe that informed consumers are better equipped to protect themselves and engage in secure financial transactions.

Accessibility

We strive to make our Consumer Protection Policy easily accessible to all our customers. The policy is prominently displayed on our website, and clear instructions are provided on how consumers can access the policy, request additional information, or file complaints. We are committed to addressing consumer inquiries and concerns promptly and ensuring transparency in our communication channels.

Regular Policy Review

CedisPay understands the dynamic nature of consumer protection legislation and evolving best practices. Therefore, we undertake periodic reviews of our Consumer Protection Policy to ensure its alignment with current laws and regulations. We remain proactive in updating our policy to reflect any changes and to continually enhance our consumer protection measures.

Consumer Protection

CedisPay collects and utilizes various data about identifiable individuals as part of its everyday business operations. This includes data related to current, past, and prospective employees, customers, users of our websites and applications, subscribers, and other stakeholders. In collecting and using this data, CedisPay adheres to relevant legislation governing data protection and implements necessary safeguards.

Privacy and Personal Data Protection

CedisPay is dedicated to processing consumer personal data lawfully, fairly, and transparently. We collect data for specific, legitimate purposes and do not process it in a manner incompatible with those purposes. The personal data we collect is kept accurate, relevant, and limited to what is necessary. We retain personal data for the duration required to fulfill the purposes for which it was processed, taking into account legal obligations and business needs. We prioritize the security and integrity of personal data, implementing appropriate technical and organizational measures to prevent unauthorized access, loss, or damage.

Rights of the Consumer

We recognize and respect the fundamental rights of our consumers, which include:

1. The right to be informed
2. The right of access
3. The right to rectification
4. The right to erasure
5. The right to restrict processing
6. The right to object
7. Rights in relation to automated decision making and profiling

Consumer Dispute Resolution and Redress

At CedisPay, we consider consumer complaints as valuable feedback and opportunities for improvement. Our consumer dispute resolution process is designed to be fair, efficient, and transparent. We handle complaints with integrity, treating consumers courteously and ensuring timely resolution. We provide clear avenues for consumers to escalate complaints within our organization and inform them of their right to seek alternative remedies if they are dissatisfied with our response.

The Three-Level Process

Our complaint handling and resolution process consists of three levels:

1. First Level: Consumers can submit complaints through any available complaint channel provided by CedisPay. If a resolution cannot be reached, CedisPay will refer the matter to the industry regulator in writing within five working days.
2. Second Level: The industry regulator will act as an impartial arbitrator, facilitating communication between the parties involved and providing appropriate directives to resolve unresolved complaints or disputed decisions.
3. Third Level: If a party remains dissatisfied with the industry regulator's decision, they have the option to seek legal redress by initiating legal action.

Breach Notification

CedisPay is committed to handling data breaches with fairness and proportionality. In the event of a breach that poses a risk to individuals' rights and freedoms, we adhere to a prompt and transparent breach notification process. We inform the relevant Data Protection Authority within 72 hours, in accordance with our Information Security Incident Response Procedure.

Contact Information

Consumers can present their complaints to CedisPay through the following channels:

1. Telephone: 0595 741 614, 0595 738 121
2. Email: complaints@cedispay.com.gh

For more information or to seek clarification on our Consumer Protection Policy, please don't hesitate to contact us. At CedisPay, we are dedicated to upholding consumer rights, maintaining trust, and ensuring the highest standards of consumer protection.