Privacy Policy

Our Privacy Policy explains how we handle your personal information. We’ll update this policy when our information handling practices change.

• The Kind of Information that is collected
• How that information is collected
• Why that kind of information is collected
• How personal information is stored
• How information is accessible to user
• Complaints about Privacy

We refer to Services as ‘we’ or ‘us’ in this Privacy Policy.
The Protection of Personal Information Act no.4 of 2013 (POPI Act) requires us to have a privacy policy.
Our Privacy Policy outlines what kinds of personal and sensitive information we collect, why we collect this information, and how we handle it.
Personal information is information or an opinion about an identified individual or an individual who is reasonably identifiable.
Sensitive information is a subset of personal information and includes information or an opinion about your:

• Identity (Personal Information)

What information we collect

We may collect personal information about you when it’s reasonably necessary for, or directly related to, our functions or activities.

We may collect sensitive information about you:

• where you consent
• when the collection is authorised or required by law
• when the collection is otherwise allowed under the Privacy Act.

The kinds of personal information we may collect includes all of the following.

Information about you, such as your:

• name
• address
• gender
• date of birth
• contact details.

Information about your interactions with us, such as:

• applications and claims you’ve made
• payments or services we provide you
• feedback and complaints
• any other special service arrangements.

We may also collect information about how you use our online services and applications, such as:

• pages you visit
• online forms you fill in
• your interactions
• your chats with our virtual assistants
• your language preferences
• searches you make.

How we collect information

We collect your personal information through a variety of channels. This includes paper forms or notices, search warrants, online portals, mobile applications, correspondence, face to face or over the telephone.

We may also collect your personal information from third parties including other government agencies:

• as a result of a tip-off
• when undertaking data matching
• through administering legislation
• in the lodgement of a complaint
• in the context of enforcement activities

When your personal information is collected from a third party, we take steps to inform you. This may occur through this Privacy Policy, application forms, notices or discussions with our staff.

Social networking services

We use social networking services such as Facebook, X, YouTube, Instagram and Yammer to talk with the public and our staff. When you talk with us using these services we may collect your personal information to communicate with you and the public.

The social networking service will also handle your personal information for its own purposes. These services have their own privacy policies. You can access the privacy policies for these services on their websites.

Data exchanges

We exchange data with other agencies through technical pathways such as the digital gateway. We do this under relevant legislation to collect accurate and up-to-date information
about customers. We can also assist other agencies to exchange data using the same pathways.

To deliver payments and services

We may collect your personal information when it is reasonably necessary for delivering payments or services. For example, we may collect your personal information to:

• confirm your identity
• communicate with you, including by SMS or email
• provide advice about available support
• ensure correct payments are made
• verify data provided in relation to claims and reviews with third parties
• investigate fraud, including internal fraud and the assessment of payment eligibility
• manage complaints and feedback
• participate in merits and judicial review matters
• manage and respond to requests for information

To improve our services

• We may use your personal information to conduct statistical analysis and research to improve service delivery. We’ll contact you or a trusted research company will on our behalf. Our contracts with each research company contain legal binding provisions to protect your privacy.

How we store personal information

We take reasonable steps to protect your personal information against misuse, interference and loss, and from unauthorised access, modification or disclosure. These steps include:

• only accessing personal information on a need-to-know basis and by authorised personnel
• monitoring system access which can only be accessed by authenticated credentials
• ensuring our buildings are secure
• regularly updating and auditing our storage and data security systems.

How to make a complaint about privacy

If you wish to complain about how we’ve handled your personal information, first try to resolve the issue with the person you’ve been dealing with. If you’re not satisfied, you can ask to speak to their supervisor.

How we deal with your complaint

We will always respond to your feedback.

We will use the information from your feedback to investigate and resolve individual issues. We will also use the information to provide feedback to staff or our business areas. Your information will be stored and used to assist us to improve the delivery of our services.