We use the information collected about you for various purposes. Your personal data may be used in the following ways:
3.1 OBRs: Primarily, we use your personal data to complete and administer your OBRs. An OBR is the submission sent to your chosen service provider. This is a core activity for CiviQuo and may include sending you communications in relation to your OBR such as confirmations, modifications and reminders.
3.2 Customer service: We provide international customer service from our head offices in Malta. Sharing your relevant details, such as OBR information or information about your user account with our staff allows us to respond when you need us – including helping to answer any questions you might have about your OBR and other queries.
3.3 Account facilities: CiviQuo users will be able to create a user account on our current and future channels, including our website. We use the information you give us to administer this account, allowing you to do several useful things. You can manage your OBRs, take advantage of special offers and manage your personal settings. Your account also allows you to update any reviews you have submitted. CiviQuo for Business account holders can save contact details in their account facility, manage their business showcase and manage incoming OBRs.
3.4 Marketing activities: We use your information for marketing activities. These activities include using your contact information to send you regular news of related products and services. You can unsubscribe from email marketing communications quickly, easily and at any time – just click on the "Unsubscribe" link included in any of our marketing emails.
Based on your information, individualised offers may be shown to you on any of the CiviQuo channels (including social media sites) and the content of the site displayed to you may be personalized. These may be offers that you can book directly through CiviQuo’s channels or on co-branded sites, or other third-party offers or products we think you might find interesting.
When you participate in other promotional activities (such as sweepstakes, referral programs or competitions), relevant information will be used to administer these promotions.
3.5 Communicating with you: There may be other times when we get in touch, including by email, by post, by phone or by texting you – which method we choose depends on your preferred contact information which you would have previously shared with us. And we process the communications you send to us. There could be several reasons for this, including responding to and handling any requests you or your preferred service provider have made.
CiviQuo.com offers various means to exchange information, requests, and comments about service providers and requests made through official CiviQuo channels. For more information, please see the section titled “How does CiviQuo process communications that you and your Service Provider may send through official CiviQuo channels?”.
If you have not finalized an OBR online, we can contact you with a reminder to continue with your OBR. We believe that this additional service benefits you as it allows you to carry on with an OBR without having to recommence the search activities or fill in your OBR details again.
When you use our services, we can send you a questionnaire or invite you to provide a review about your experience with CiviQuo or the chosen service provider.
We also send you other material related to your OBR, such as how to contact CiviQuo if you need our assistance, and information that we feel might be useful to you in planning or getting the best out of your journey to alternative residency or citizenship. We may also send you material related to pending OBRs or a summary of previous OBRs you made through CiviQuo.
Even if you do not have an upcoming OBR, we may need to send you other administrative messages, which may include security alerts.
3.6 Market research: We sometimes ask our customers to take part in market research. Please see the information provided when you are invited to participate to understand what personal data is collected and how your personal data is used further.
3.7 Improving our services: We also use personal data for analytical purposes. This is part of our drive to improve our services and enhance the user experience, but can also be used for testing purposes, troubleshooting and to improve the functionality and quality of our online services. The main goal here is to optimize and customize our online platform to your needs, making our site easier and more enjoyable to use. We strive to only use pseudonymized data for these analytical purposes.
3.8 Agent reviews and other service provider information: During and after the OBRs you submit through us, you may be invited to submit a review. We can also enable your dependents to provide a review. This invite asks for information about the Service Provider or their services. Reviews are always displayed anonymously. By completing a guest review, you are agreeing that it can be displayed on, for example, the relevant Service Provider information page on our websites, on our mobile apps, on our social media accounts and social media apps, or on the online platform of the relevant Service Provider or business partner's website. This is to inform other clients about the quality of the Service Provider you used, the programme you have chosen or other experiences you choose to share.
3.9 Call monitoring: When you make calls to our customer service team or you request service providers to call you back, CiviQuo uses an automated telephone number detection system to relate your telephone number to your existing OBRs – this can help save time for you, our customer support staff and the service provider. Our customer service staff or service providers may still ask for authentication, which ensures that your on-boarding details are kept confidential.
During calls with our customer service team, live listening may be done, or calls may be recorded for quality control and training purposes which includes the usage of the recordings for the handling of claims and fraud detection purposes. Not all calls are recorded, and recordings are kept for a limited amount of time and automatically deleted thereafter, unless CiviQuo has a legitimate interest to keep such recording for a longer period, including for fraud investigation and legal purposes.
3.10 Promotion of a safe and trustworthy service: In order to create a trustworthy environment for you, your family, CiviQuo’s business partners and our Service Providers, we may use personal data for the detection and prevention of fraud and other illegal or unwanted activities.
Similarly, we may use personal data for risk assessment and security purposes, including the authentication of users and OBRs. For such purposes, we may have to stop certain OBRs or put on hold OBRs until we have finished our assessment.
Providing your personal data to CiviQuo is voluntary. However, depending on the type of service you may want to use, we may only be able to provide you with this service if certain personal data is collected. For instance, we cannot process your OBR if we do not collect your name and contact details.
If we use automated means to process personal data which produces legal effects or significantly affects you, we will implement suitable measures to safeguard you rights and freedoms, including the right to obtain human intervention.
To process your personal data as described above, we rely on the following legal bases:
In view of purpose 3.1 and 3.2, CiviQuo relies on the legal basis that the processing of the personal data is necessary for the performance of a contract, specifically to finalize and administer your OBR. If the required personal data is not provided, CiviQuo cannot finalize the OBR, nor can we provide customer service. In view of purposes 3.3 to 3.10, CiviQuo relies on its legitimate commercial business interest to provide its services, to prevent fraud and to improve its services. When using personal data to serve CiviQuo or a third party's legitimate interest, CiviQuo will always balance your rights and interests in the protection of your personal data against CiviQuo rights and interests or those of the third party.
For purposes 3.11, CiviQuo relies also where applicable on compliance with legal obligations (such as lawful law enforcement requests). Where needed under applicable law, CiviQuo will obtain your consent prior to processing your personal data for direct marketing purposes.
If you wish to object to the processing set out under 3.3 to 3.10 and no opt-out mechanism is available to you directly (for example, in your account settings), to the extent applicable, please contact [email protected]