Privacy
Policy

Introduction

1.1This policy explains how Koppel Information Technologies (Pty) Ltd (“KOPPEL”, “we”, “us”, “our”) collects, uses, shares and protects personal information, in line with the Protection of Personal Information Act 4 of 2013 (“POPIA”).

1.2It applies to everyone whose personal information we process (each a “data subject” under POPIA), including our clients and their staff and contacts, our suppliers, and visitors to our website.

1.3Where we process personal information on a client’s behalf, for example in its email, systems, platforms or CCTV, the client is the responsible party and we act as its operator, as set out in clause 8.2 of our terms and conditions. The client’s own privacy policy applies to that information.

Information we collect

2.1Depending on the services we provide, we collect:

1. Contact details: names, job titles, email addresses and phone numbers.
2. Company details: registered name, registration number, address and client number.
3. Billing and payment details: invoices, payment history and, for debit orders, bank account details.
4. Support records: support requests, emails, messages and notes of calls.
5. Technical information about devices we manage: device and user names, IP addresses, installed software and records of remote support sessions.
6. Phone system records: call details such as numbers dialled, call times and durations, used for billing and support.
7. Website information: IP addresses and basic usage data recorded by our hosting and security providers.

2.2We collect this information directly from you, from your employer when it is our client, and automatically when you use our services or website.

2.3Most of this information is needed to provide our services. Providing it is voluntary, but if you refuse to provide it, we may not be able to provide or continue the services.

How we use it

3.1We use personal information to:

1. provide, manage and support the services you or your organisation have asked for;
2. invoice, collect payment and manage accounts;
3. communicate with you about your services, changes, incidents and maintenance;
4. keep our systems and our clients’ systems secure, and prevent fraud and misuse;
5. meet our legal, tax and accounting obligations.

3.2We may tell existing clients about similar services we offer. Every such message includes a way to opt out, and you can ask us to stop at any time.

3.3We process personal information because it is needed to perform our agreement with you, to meet a legal obligation, for our legitimate business interests, or with your consent.

Sharing

4.1We do not sell personal information.

4.2We share personal information only where needed to run our services, with:

1. cloud, email and productivity providers;
2. AI and automation service providers that help us handle communications and administration;
3. hosting providers and data centres;
4. network and security providers;
5. telecommunications operators for phone and internet services;
6. banks and payment providers;
7. our professional advisers, such as accountants and attorneys;
8. debt collectors and attorneys, where an account is overdue.

4.3Where these parties process personal information for us, they act as our operators under POPIA. They must keep the information confidential and secure, and may use it only for the purpose we give them.

4.4We also disclose personal information where the law or a court order requires it.

Transfers outside South Africa

5.1Some of our service providers, such as Microsoft, Google, Cloudflare and providers of AI tools, store or process information outside South Africa. We use such providers only where the information receives a level of protection comparable to POPIA, as section 72 of POPIA requires.

Security

6.1We protect personal information with reasonable technical and organisational measures, including access control, multi-factor authentication, encryption in transit, backups and monitoring.

6.2If we have reasonable grounds to believe your personal information has been accessed or acquired by an unauthorised person (a “security compromise”), we will notify you and the Information Regulator as POPIA requires.

Retention

7.1We keep personal information only for as long as we need it for the purposes in this policy, or as the law requires. Accounting and tax records are kept for at least 5 years.

7.2Information held in our hosting and email services is kept for 30 days after the service ends, as set out in clause 5.5 of our terms and conditions, and then deleted.

Website and cookies

8.1Our website does not ask you to submit personal information. It loads fonts and analytics tools from Google, which receives your IP address when you visit. Analytics cookies may be set, and you can block or delete them in your browser settings.

Your rights

9.1Under POPIA you may:

1. ask whether we hold personal information about you, and request a copy of it;
2. ask us to correct or delete information that is inaccurate, out of date or no longer needed;
3. object to our processing of your information, including for direct marketing;
4. withdraw consent you have given, where we rely on consent;
5. lodge a complaint with the Information Regulator.

9.2To make a request, email info@koppel.co.za. We may need to confirm your identity first. Requests for records under the Promotion of Access to Information Act 2 of 2000 (“PAIA”) may carry the prescribed fee.

Information Officer and complaints

10.1Questions or complaints about how we handle personal information can be sent to our Information Officer at info@koppel.co.za or on +27 (0) 87 550 2037.

10.2If you are not satisfied with our response, you may complain to the Information Regulator at inforegulator.org.za or POPIAComplaints@inforegulator.org.za.

Changes to this policy

11.1We may update this policy from time to time. The current version is always published on this page, with the date it was last updated.

Contact details

12.1KOPPEL’s details: