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1.1 We respect your privacy and take the protection of personal data very seriously. The purpose of this policy is to set out the necessary steps to effectively and efficiently identify and report potential issues in how we have processed your personal data.
1.3 This policy is intended for our customers and our employees who are our data subjects.
2.1 This policy gives effect to many of our responsibilities as a responsible party in terms of the Protection of Personal Information Act 4 of 2013 (POPIA) as well as the General Data Protection Regulation (GDPR) and should be read in conjunction with that Act where applicable.
3. Types of complaints
3.1 You should use this policy where you have a concern about the way we are handling your information, for example if you feel that we:
4. How to make a complaint
4.1 If you wish to complain about how we have processed your personal information, or how your complaint has been handled, please contact us with the following information by sending an email to firstname.lastname@example.org.
4.2 Our Data Privacy Officer (DPO) will acknowledge receipt of your complaint within 3 (three business days. While we try to respond as promptly as possible, resolution times will vary depending on the nature of the complaint. Our DPO will liaise with our relevant departments to investigate your complaint. You will be notified of the outcome of your complaint as well as any action taken.
4.3 If you are unhappy with how your complaint was handled, or the outcome of your complaint, then you may appeal by writing to our DPO at email@example.com outlining your reasons.
4.4 If you remain unhappy after the appeals process you may forward your complaint to the Information Regulator at:
The Information Regulator (South Africa)
Physical Address: SALU Building, 316 Thabo Sehume Street, Pretoria
Tel: 012 406 4818
Fax: 086 500 3351
More information can be found at www.justice.gov.za/inforeg/
More information regarding data protection in the European Union can be found at www.ico.org.uk/your-data-matters/raising-concerns/
5. For the purposes of this Complaints Policy, it is the complaint which must be vexatious and not the individual making the complaint.
5.1 We differentiate between people who make numerous complaints because they think things have gone wrong, and people who are simply being difficult. We do understand that sometimes complainants act in distress, and we will make reasonable allowance for that.
5.2 Features of the types of complaint and behaviour that this policy covers can include the following:
6. Record keeping
6.1 Our DPO will retain adequate records of the details of the case and the action that has been taken.