Privacy notice

Effective 29 September 2026. This notice is issued by Multistream TM Limited in respect of the Multistream Support Portal. It is prepared having regard to the Nigeria Data Protection Act 2023 and, where a data subject is in the United Kingdom or the European Economic Area, to the transparency standard of the UK GDPR and the GDPR. It should be read with the Terms of Use and the Cookie Notice.

1. Status of this notice

1.1 Multistream TM Limited is the controller of personal information processed through the portal.

1.2 This notice describes the categories of information we process, the purposes of that processing, the persons to whom information may be disclosed, and the rights that may be exercised.

1.3 If you do not wish your information to be handled as described in this notice, you should not create an account or submit a request.

2. Definitions

2.1 In this notice, “personal information” means information relating to an identified or identifiable natural person. “Processing” means any operation performed on personal information, including collection, storage, use, disclosure, and deletion. “Portal” means the Multistream Support Portal and the communications we send in connection with it. “You” means a person who visits the portal, holds an account, or is named in a request.

3. Scope

3.1 This notice applies to information processed when you visit the portal, create or use an account, submit or receive a request, correspond with us about a request, or exercise a right described below.

3.2 It does not apply to third-party sites that may be reached by a link from the portal. Those sites have their own notices.

4. Categories of information

4.1 Depending on how you use the portal, we may process:

• identity and contact information, such as a name, username, and email address;
• account credentials in a protected form that we cannot read back as the original secret;
• the content of a request, including the description you provide, the option you select, and the status and history of that request;
• financial or account references, and copies of documents, where you include them because the request requires them;
• official identifiers and identity documents, where a request of that kind requires them;
• correspondence about a request, an invitation, or access to an account;
• technical information connected with use of the portal, such as connection information, the time of access, and records kept for the security and integrity of the service.

4.2 You should not include in a request any secret that is not required for the request to be understood, including a password, a personal identification number, a one-time code, or a complete payment-card number.

5. Official identifiers and documents

5.1 Where a request requires an official identifier or a copy of an identity or transaction document, that material is treated as requiring a higher standard of care.

5.2 Such material is used for the request in which it was provided. Access within Multistream TM Limited is limited to personnel whose duties require it.

6. Purposes and bases

6.1 We process personal information where it is necessary to:

• provide the portal and administer accounts, including access and recovery of access;
• receive, assess, assign, and respond to a request, including a request that concerns another customer where the portal permits that;
• record information that you submit, including information contained in a document you choose to provide, so that the request can be handled accurately;
• protect the portal, our customers, and Multistream TM Limited against misuse, unauthorised access, and unlawful activity;
• meet a legal obligation, or establish, exercise, or defend a legal claim;
• improve the reliability of the service, without using customer requests as a product to be sold.

6.2 The corresponding bases include performance of the service you request, our legitimate interest in operating a secure support channel, compliance with law, and, where the law requires it, your consent. Where we rely on consent, you may withdraw it. Withdrawal does not affect processing that was already lawful, and it may mean that a particular request cannot be completed.

7. Source of the information

7.1 We collect information from you, from another customer where a request is made about your account and the portal allows that, from our personnel who handle the request, and from records already held in connection with your account.

7.2 Information contained in a document is collected because you, or a person acting in relation to the request, provided that document.

8. Disclosure

8.1 Personal information may be disclosed to:

• personnel of Multistream TM Limited who need it to perform their duties;
• the customer to whom a request relates, to the extent the portal is designed to show that request to them;
• service providers who process information on our instructions in order to host, transmit, secure, or otherwise support the portal, including providers who assist with communications or with the handling of documents you submit;
• a professional adviser, insurer, or competent authority, where disclosure is required by law or is necessary to establish, exercise, or defend a legal claim;
• a successor to the relevant business, subject to this notice or an equivalent protection.

8.2 We do not sell personal information.

9. Transfers outside Nigeria

9.1 Service providers engaged under clause 8 may be located outside the Federal Republic of Nigeria, or may process information outside Nigeria.

9.2 Where that occurs, the transfer is made so that the portal can be provided, and the provider is required to protect the information and to use it only for the service performed for us. We do not transfer customer files to an advertising network.

10. Retention

10.1 Account information is kept while the account is active and for up to twenty-four (24) months after it is closed, unless a longer period is required.

10.2 A request, the messages connected with it, and the files provided with it are kept while the matter is open and for up to twenty-four (24) months after it is closed, unless a longer period is required for a dispute, a fraud prevention purpose, or a legal duty.

10.3 Technical records kept for security are retained only for so long as that purpose requires.

11. Security

11.1 We apply organisational and technical measures that are appropriate to the nature of the information and the risk of the processing. No method of transmission or storage is perfectly secure, and we do not represent that unauthorised access is impossible.

11.2 A request for further information about those measures may be sent to the contact below.

12. Your responsibilities

12.1 You are responsible for the accuracy of the information you submit and for ensuring that you are entitled to provide information about any other person named in a request.

12.2 You are responsible for the security of the means by which you access the portal.

13. Rights

13.1 Subject to the Nigeria Data Protection Act 2023, and to any similar law that applies to you, you may ask us to:

• confirm whether we process personal information about you, and to provide a copy;
• correct information that is inaccurate or incomplete;
• delete information, where the law requires or permits deletion;
• restrict, or object to, processing that is not required in order to handle your request or to meet a legal duty;
• receive, in a commonly used electronic form, information that you provided to us, where the law gives you that right.

13.2 A request should be sent to ticket@support.mymultistreams.info. We may need to confirm that the request comes from you, or from a person entitled to act for you. We aim to respond within thirty (30) days. That period may be extended where the law allows and the request is complex.

13.3 We may decline a request to the extent the law permits, including where fulfilling it would adversely affect the rights of another person, or would undermine the security of the portal. Where we decline, we will explain the reason unless the law prohibits that explanation.

14. Complaints

14.1 You may complain to the Nigeria Data Protection Commission. Information about the Commission is published at ndpc.gov.ng.

14.2 A person in the United Kingdom or the European Economic Area may also complain to the supervisory authority in their place of residence. Multistream TM Limited is established in Nigeria. This notice does not appoint a representative in the United Kingdom or the European Economic Area.

15. Children

15.1 The portal is not directed at anyone under the age of eighteen (18). If we learn that personal information of a child has been submitted, we will delete it unless the law requires us to keep it.

16. Technology used to record a submission

16.1 Information you type, and information contained in a document you choose to upload, may be recorded with the assistance of technology so that the request can be captured accurately. That assistance does not decide the outcome of the request. A member of staff remains responsible for handling it.

17. Cookies and similar technologies

17.1 The portal uses cookies and similar technologies as described in the Cookie Notice. That notice forms part of this privacy notice.

18. Changes

18.1 We may update this notice. The effective date at the top of the page will change when we do. Continued use of the portal after the effective date constitutes acknowledgement of the updated notice, except where the law requires a different form of notice or consent.

19. Contact

19.1 Multistream TM Limited
Privacy enquiries: ticket@support.mymultistreams.info