1. Who we are
ProAnswerGhana is a live call-answering service based in Accra, Ghana, founded May 2017. When we refer to "we", "us" or "our" in this policy, we mean ProAnswerGhana.
2. What this policy covers
This policy explains what personal information we collect from (i) visitors to proanswerghana.com, (ii) prospective clients who enquire with us, and (iii) callers to phone numbers we answer on behalf of our clients.
3. Information we collect
From website visitors
- Name, business name, email, phone number, city, industry, call volume estimate, service interest — submitted via our contact/enquiry form.
- Browser type, device type, pages viewed, referring URL, approximate location (via IP) — collected by Google Analytics 4 and similar tools.
From clients
- Account information (billing contact, invoicing details, payment method).
- Script content, FAQ materials, brand voice guidance you share with us during onboarding.
From callers to our answering service
- Name, phone number, email, reason for calling, and any information the caller chooses to share during the call, captured according to our client's script.
- Call recordings and transcripts, where our client has opted into this feature.
4. How we use it
- To respond to your enquiry and deliver our service.
- To operate our client portal, reporting, analytics and CRM integrations.
- To bill our clients and comply with Ghanaian tax and accounting obligations.
- To improve service quality through anonymised agent coaching and quality assurance.
- To protect against fraud and abuse of the service.
5. Your legal rights (Ghana Data Protection Act, 2012 — Act 843)
If you are a Ghanaian data subject, you have the right to:
- Ask what data we hold about you.
- Request correction of inaccurate data.
- Request deletion of your data (where we're not legally required to keep it).
- Withdraw consent you previously gave.
- Complain to the Data Protection Commission (DPC) of Ghana.
To exercise any right, email [email protected]. We respond within 14 days.
6. Call recording consent
When our agents answer on behalf of a client, calls may be recorded for quality, training and record-keeping. Callers are informed of this at the start of the call, in accordance with Ghanaian law. If a caller objects, the recording is not made.
7. Who we share data with
We share data only with:
- Our clients (their own callers' information — that is, after all, why the call was made).
- Our technology providers under strict data-processing contracts (telephony, CRM, analytics, cloud storage).
- Regulators, law enforcement or courts where legally required.
We never sell your data. Ever.
8. How long we keep data
- Enquiry forms: 24 months, then deleted.
- Call recordings: 90 days by default; configurable per client.
- Billing records: 7 years, as required by Ghanaian tax law.
9. Security
We use encrypted storage, access-controlled systems, two-factor authentication for all staff, and regular security reviews. No system is perfectly secure, but we continuously improve.
10. Changes to this policy
We update this policy when our practices change. The date at the top always reflects the latest version. Significant changes are emailed to active clients.
11. Contact
Email: [email protected]
Phone: 0270 000 844
Post: ProAnswerGhana, Kokomlemle, Accra, Ghana