If your agency and you both say 'not my job', you're in trouble.
A customer asks to remove their phone number from your ads. You say ask the agency. The agency says ask the brand. The customer gets no answer. Under the new data law, that is not allowed. Someone must answer — and fast. If your business uses a marketing agency, you both need to decide right now: who handles complaints? If you don't decide, the law holds you responsible.
Say you run a clothing shop. You hired an agency to send WhatsApp offers using customer phone numbers. One customer says — stop sending me messages. The agency says talk to the shop. The shop says talk to the agency. Nobody acts. That customer can now complain to the government. You can get fined. Same happens if someone wants to fix their name or address in your records. Decide today — who gets the complaint, who fixes it, and in how many days.
Write down who handles customer complaints — you or your agency.
Add one WhatsApp number or email where customers can send complaints.
Check if your business is ready. Takes 3 minutes. Visit saralprivacy.com/assessment
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