Privacy Notices

TLS Contact Processing Services Limited, registered under number 1171732, with legal address at 7 FLoor, Marble House, NO.1 Kingsway Road Ikoyi, Lagos, Nigeria (hereinafter “TLScontact”, “we”, “us”, “our”) is committed to protecting the privacy and security of the customers who use TLScontact websites and services (hereinafter “Customers”, “you”, “your”). The purpose of this privacy notice (hereinafter the “Privacy Notice”) is to explain how and why we use your personal data to ensure you remain informed and in control of your information. 

TLScontact processes your personal data in compliance with the applicable legal requirements and in particular the Nigerian Data Protection Act, 2023 (the Act) implemented by the General Application and Implementation Directive, 2025 (GAID).

This Privacy Notice applies to all services provided by TLScontact and by using our services you acknowledge having been informed that you have been informed that TLScontact collects, stores, uses, processes, transfers and discloses your personal data in accordance with this Privacy Notice.

If you have any questions about this Privacy Notice or how we use your personal data, please contact our Data Protection Officer at the following address:

TLScontact is a pioneering company specializing in customer relationship management. Our core business is to operate visa application collection centres on behalf of government authorities ("our Clients ", " Diplomatic Mission( s)").

TLScontact is a member of the Teleperformance Group, a global leader in outsourced omnichannel customer experience management for governments and enterprises.

Your personal data (i.e. any information that directly or indirectly identifies you) is collected on behalf of our Clients for the purpose of providing a visa and/or immigration service, and performing administrative tasks, without any judgments related to the aforementioned services (see Section 1 of this Privacy Notice). Your personal data may also be collected by TLScontact on its own behalf for the provision of specific services in general related to the services), for its business needs and/or to ensure the security of its premises, employees and visitors (see Section 2 of this Privacy Notice).

Our Clients are the data controllers and TLScontact may act as a data processor or a data controller depending on the nature of the services and processing involved. As a processor, TLScontact only collects personal data on behalf of and under the instructions of our Clients.

3.1.How do we collect your personal data?

 We obtain personal data about you while providing our services, such as when you contact us to make an appointment, apply for a visa or to provide you with any other visa/immigration related service.

Your representatives may also submit personal data about you to us on your behalf. We conduct the necessary checks and systematically validate the identity of individuals claiming to be your representative before accepting information about you through a representative.

3.2.What do we collect?

We will only collect personal data that is required by our Clients for the provision of our services. The type and categories of personal data we collect depends on the visa/service you are applying for.

In particular, we collect, by way of example, the following categories of personal data:

•  Personal details: name, nationality, gender, details of your travel document (i.e., passport or ID), email address, telephone number, marital status, postal address, place and date of birth, photographs, etc.
• Sensitive personal data: health related information, biometric data (fingerprints, digital face image, DNA swabs) records of criminal activities, legal proceedings etc.
• Personal details of people related to you: children, parents, spouse, personal details of inviting party etc.
• Business, education: business and/or employment activities, student activities, employer/student address and contact details.
• Financial data: payment card details, bank account details, national insurance details, proof of salary, taxes, etc.
• Electronic media data: Video and audio recordings.

This list may vary depending on the Client’s requirements and the services you request from us.

If you wish to know exactly what personal data will be collected in connection with your visa/immigration service, please contact the relevant Diplomatic Mission for more information:

 3.3. How is your personal data used?

We will never sell your personal data or use it in any way without your knowledge. We will only use your personal data on behalf of our Client and in accordance with their instructions in order to provide you with the specific service that you require.

In particular, we may use your personal data to:

• Validate your identity;
• Book an appointment for you to one of our Visa Application Centres (VAC);
• Assist you in your visa application or other application;
• Carry out further verification procedures in relation to your visa or other application;
• Provide you with additional services that you request relating to the visa application, we may in particular use your personal data to process any added value services (AVS) that you request, relating to your visa application, for example, a courier delivery service to send your application documents to your address of choice;
• Allow you to track the status of your application;
• Fulfil our obligations under the terms of the mandate entrusted by our Client;
• Keep you informed of the status of your request and to send you the necessary notifications in connection with the service you have requested.

This data processing is carried out on the basis of the execution of the contract between TLScontact and the Client and on the compliance with legal obligations.

For more information regarding the purposes of the data processing we implement on behalf of our Client, please contact the relevant Diplomatic Mission – please see 3.2..

3.4.How long we store personal data?

We retain your personal data in accordance with our legal obligations and our Client's instructions. As a general rule, we do not retain any personal data once the visa application process has been completed. We will only retain your personal information for as long as necessary to provide the service.

For more information on the period for which your personal data is kept by our Client, please contact the relevant Diplomatic Mission – please see 3.2.

3.5.Who has access to your personal data?

Companies of the TLScontact Group/Teleperformance Group

We may share your personal data with companies belonging to the TLScontact group and/or the Teleperformance group when this is necessary to process your request or to provide related services.

Public Authorities and Diplomatic Missions

In connection with your visa application or the provision of a related service, your personal data will be transmitted to our Client, i.e. the relevant Diplomatic Mission that acts as the data Controller regarding your visa or other immigration service request (identified in 3.2).

This Diplomatic Mission may share your personal data with, for example, a public body, a supervisory authority or law enforcement agencies for the prevention of criminal or terrorist acts. We do not have control over how your personal data is processed after it has been transferred to the relevant Diplomatic Mission. We therefore strongly recommend that you read their privacy policy as well as the information provided in the visa application forms.

Third parties for legal reasons

In order to comply with legal obligations and respond to requests from public bodies (including law enforcement and other public authorities), we may be required to share your personal data with third parties. This may include authorities outside of the country in which you are applying.

Independent service providers who work on our behalf

We may share your personal data with our independent service providers, contractors or other associated organizations to perform tasks and provide services to you on our behalf. We will only disclose the personal data that is necessary to provide the relevant services.

The independent service providers who participate in the provision of the services we offer to you are:

• technology providers that enable the processing of your request (e.g. appointment booking).

Before sharing personal data, we ensure that all service providers are bound by a contractual obligation and can provide documented evidence that your personal data:

• will be kept secure and confidential;
• is only stored for as long as is necessary to perform the service required;
• will never be used for any purpose other than the performance of the requested service;
• will never be used for commercial prospecting purposes, unless you consent to it.

 3.6. Overseas transfer of your personal data

Your personal data may be transferred outside the borders of the country in which you are applying due to the nature of our business. When applying for a visa or any other related service, your personal information will be transferred to the country where you are applying for a visa/other immigration service, for the processing of your request.

We will never transfer your personal data in an unsafe or unsecure way.

If we transfer your personal data to other countries whose applicable laws do not offer the same level of data privacy and protection, it'll always be done with appropriate and reasonable protection, in compliance with the laws and regulations applicable in Nigeria by using our Binding Corporate rules or by entering into Standard Contractual Clauses approved by the European Commission

4.1. How do we collect your personal data?

We obtain your personal data when you visit our website or contact us, in particular when you use our services in relation to your visa application/immigration or when you use some of our additional services, when you come to our Visa Application Centre (VAC) or when you fill in a form on our website.

4.2.What do we collect?

We will use, store or otherwise process any of your personal data in accordance with the terms of this Privacy Notice, including but not limited to:

• Personal details: name, email address, telephone number, postal address, etc.
• Financial data: payment details.
• CCTV images for general surveillance;
• Audio files pertaining to telephone interactions;
• Data inserted in TLScontact AI chat system
• IP address, operating system, browser type (as TLScontact website uses cookies – please check 4.5. below).

When we collect personal data through forms, including but not limited to electronic forms, we will indicate the mandatory fields via asterisks (*). While it is not mandatory to provide your personal data, please note that we may not be able to deliver these services without it.

4.3. How is your personal data used?

We will never sell your personal data or use it in any way without your direct knowledge.

We may use your personal data for example to:

• Provide you with some additional services that you request, which are provided by TLScontact for its own account or for the account of certain TLScontact trusted partners (i.e. service directly linked or not to the visa application) and process your payments;
• Ensure the security of TLScontact’s employees, visitors, customers and premises;
• To answer your questions and/or resolve disputes relating to TLScontact services (including questions asked via the AI chatbot integrated into the website);
• Request your feedback on our services with the aim of improving their quality. You can withdraw your consent to receive any question regarding the quality of our services at any time by contacting us on-line through the "Contact Us" page (explained further under section 3 below) or by contacting our Data Protection Officer at the email address indicated above;
• Send you marketing communications (with your consent). We will not share your personal data with third parties for direct marketing purposes unless you have given your express consent. You may withdraw your consent at any time by unsubscribing the communications through the link available at the e-mail, by contacting us online via the "Contact Us" page, or by contacting our Data Protection Officer at the email address indicated above;
• Comply with a legal obligation.
• Improve the functionality of this website to create a better user experience and gain knowledge of how visitors view and utilize it. 

To process your personal data lawfully, we must rely on one or more valid legal grounds. The grounds we rely on include:

• Where we process your personal data to provide you with the requested services and deal with enquiries (including questions asked through the AI chatbot on the website), and claims relating to these services or to process payments the legal basis for processing is the performance of a contract with you;
• Where we process your personal data to deal with enquiries not related to a specific service, to request feedback on our services or to protect our employees, visitors and premises, the legal basis of the processing is the legitimate interests pursued by TLScontact (except where your interests or fundamental rights override these), more specifically its economic/business interest in making you personalized offers, in responding to your needs and offering you adapted services, and in ensuring its security.
• Where processing is necessary for compliance with a legal obligation to which we are subject, the processing is based on such legal obligation.
• Where we process your personal data to send you marketing communications or to improve our website experience, the legal basis for processing is your consent.

4.4.AI Chat Services

We provide AI-powered chat services to assist you with your visa application process and answer questions about our services.

When you use our AI chat functionality:

• Your conversations with our AI chat system are processed to provide you with relevant assistance and support;
• Chat data may be used to improve customer support quality;
• All chat conversations and associated data are automatically deleted after 30 days.

We do not intend to collect sensitive personal data through the chatbot. Therefore, we ask that you do not provide any Sensitive Personal Data. However, if you wish to provide such personal data for any reason, TLScontact will accept your explicit consent to use that personal data in the ways described in this privacy statement or at the point where you choose to provide us with it.

Personal data obtained via the chatbot is used only for the stated purposes at the time the data is collected.

If you have concerns about our AI chat services or wish to opt out of using this feature, you can contact us using the e-mail above.

4.5.Use of cookies

When you browse this website, cookies may be stored on your device to be reused on future visits. Essential cookies are always used to ensure that the website functions properly. We may also use personalization cookies to recognize your preferences and analytical cookies to understand how the site is used and how we can improve its performance. You can choose to accept or decline non-essential cookies.

However, if you decline them, some features of the site may not be available or may not function properly.

Please read our Cookie Policy for additional information about the cookies we use, as well as related questions.

 4.6.How long we store personal data?

We review our retention periods for personal data on a regular basis. We generally keep your personal data for only as long as it is necessary for the purpose for which it is processed. This means that it is kept for the duration of the provision of the service, during your presence in our premises, for maximum thirty (30) days regarding CCTV images and for maximum one (1) year from the last contact with you regarding marketing communications, where applicable and permitted by the local legislation.

However, there are instances where we may be obliged to retain certain types of personal data for a longer period in order to meet our statutory obligations or in accordance with the applicable statute of limitations.

4.7.Who has access to your personal data?

Companies of the TLScontact Group or the Teleperformance Group

We may share your personal data with companies belonging to the TLScontact group and/or the Teleperformance group when this is necessary to process your requests, to provide services or to solicit your feedback on the quality of our services.

Third parties for legal reasons

We will share personal data with third parties:

• To comply with legal obligations and respond to requests from public authorities, including law enforcement and other public authorities, which may include such authorities outside your country of residence.
• In the event of a merger, sale, restructure, acquisition, joint venture, assignment, transfer, or other disposition of all or any portion of our business, assets, or stock (including in connection with any bankruptcy or similar proceedings).
• To protect our rights, users, systems, and services.

Independent service providers who work on our behalf

We may share your personal data with our independent service providers, contractors and other associated organizations in order to perform certain tasks and provide services to you on our behalf. We will only disclose personal data that is necessary for the performance of the service.

The independent service providers who participate in the provision of the services we offer to you are:

• technology providers that enable the processing of your request.
• providers and partners of services related to logistic, transport and delivery, and/or their partner establishments.

Before sharing personal data, we ensure that all service providers are bound by a contractual obligation and can provide documented evidence that your personal data:

• will be kept secure and confidential;
• is only stored for as long as is necessary to perform the service required;
• will never be used for any purpose other than the performance of the requested service;
• will never be used for commercial prospecting purposes, unless you consent to it.

4.8. Overseas transfer of your personal data

Due to the nature of our business, your personal data will be transferred outside the borders of the country in which you are applying. When applying for a visa or any other related service, the personal information that TLScontact collects on behalf of the relevant government or diplomatic mission will be transferred to the country where you are applying for a visa/other immigration service, for the processing of your request.

We will never transfer your personal data in an unsafe or unsecure way.

To back your visa/immigration request, we might also transfer your personal information within the TLScontact Group and it'll always be done with appropriate and reasonable protection, in compliance with the laws and regulations applicable in Nigeria by using our Binding Corporate rules.

If we transfer your personal data to other countries whose applicable laws do not offer the same level of data privacy and protection, we will take measures to ensure that an appropriate level of data privacy and protection is provided, in accordance with legal requirements for the international transfer of personal data under Nigerian law.

We want to ensure you remain in control of your personal data. Part of this is making sure you understand your rights, which are as follows:

• Access – the right to access your personal data, obtain a copy of your personal data we currently hold.
• Rectify – the right to have your personal data rectified.
• Delete – the right to have your data erased (however, this is not an absolute right and TLScontact may have legal or legitimate grounds for keeping such personal data).
• Restrict – the right, in some cases, to restrict processing of your personal data.
• Object/Opt-Out – the right to object to the processing of your personal data for direct marketing, or in any other situation in compliance with local laws. 
• Portability – the right to receive your personal data in a structured, commonly used and machine-readable format, and the right to transmit those data to another controller. This right only applies when the processing of the personal data is based on your consent or on a contract and such processing is carried out by automated means. 
• Withdraw – you may withdraw your consent, at any time, for the processing of your personal data for which you have provided consent by following the Subject Access request described in this Notice. Please note that withdrawing your consent or failing to provide personal data described in this Privacy notice will impact and may stop the processing of any services that you requested or are currently enrolled in.
• Not to be subject to automated decision-making - the right not to be subject to a decision based solely on automated processing which produces legal effects concerning you or similarly significantly affects you.

To exercise your rights related to your personal data, please contact our Data Protection Officer directly via the email address provided above, or via the 'Contact Us' page by filling in the request form and selecting 'Request regarding personal data' in the 'Reason for contact' field.  

For personal data collected in connection with your visa/immigration application, you can also exercise these rights by contacting the Diplomatic Mission, as mentioned in 3.2. above.

All requests are free of charge.

Once your request has been submitted to TLScontact, we will send you confirmation that we have received it and will process or hand it over to our client without undue delay.

We or our client may contact you to clarify your request, seek additional information, or verify your identity before processing.

If you feel that your rights have been infringed, please contact our Data Protection Officer.

You also have the right to complain to a supervisory authority in your country. The contact information is available on the Nigeria Data Protection Comission website: Nigeria Data Protection Commission – NDPC

“Profiling” means any form of automated processing of personal data consisting of the use of personal data to evaluate certain personal aspects relating to a natural person, in particular to analyse or predict aspects concerning that natural person’s performance at work, economic situation, health, personal preferences, interests, reliability, behaviour, location or movements

To offer you personalized services we use profiling with the information that you have provided to us, such as the age or location. We consider that we have a legitimate interest to conduct this profiling because the processing of these data is beneficial to you because it allows you to improve your user experience and access to our additional services in accordance with your characteristics.

The aforementioned Data Controllers (our Clients i.e. Diplomatic Missions) may use profiling as well.

For more information about potential use of profiling by the Client, please contact the relevant Diplomatic Mission.

Our website may contain links to other websites. We are not responsible for the content or functionality of these external websites.

If an external website asks you for personal data (e.g. in the context of an order for goods or services), the data you provide will not be covered by this Privacy Policy. We suggest that you read the Privacy Policy of any website before providing any personal data.

When you purchase goods or services from a company by following a link on our site, you are entering into a contract with that company (by agreeing to its terms and conditions), not with TLScontact.

This website is not designed or intended for use by children under the age of 18 years old. We do not knowingly collect any personal data from anyone under the age of 18 on this website without the prior, verifiable consent of a parent or guardian. Parents or guardians may, upon request, view the information provided by their child and require that it be deleted. Furthermore, all minors should obtain their parent's or guardian's permission before using or disclosing any personal data on this website or any other online resource.

We will amend this Privacy notice from time to time to ensure it remains up-to-date and accurately reflects how and why we use your personal data. The current version of our Privacy notice will always be posted on our website. In case of material changes we will inform you by any appropriate means.

Privacy Notice last updated May 13, 2026