Privacy Policy
Customers website visitors and enquiries
This Privacy Policy explains how ZTEL handles personal information in connection with its website, enquiries, internet services, installations and store orders. ZTEL’s legal identity and contact details appear in the Terms and Conditions. Privacy enquiries may be sent to complaints@ztel.co.za, marked “For the Information Officer”.
1 Information we collect
When you enquire, order, subscribe or ask for support, we may collect your name, business details, contact information, installation or delivery address, order and account information, payment references and correspondence. Technical information relevant to a connection or fault may include equipment identifiers, IP addresses, connection records and diagnostic information.
Our website and its service providers may process device and browser information, pages viewed, interaction events and other technical usage information. Online identifiers and technical records can be personal information; we do not treat them as anonymous merely because they do not display your name.
We request identity or company documents only where there is a specific, lawful need, such as an applicable registration requirement or necessary verification. We will explain what is needed and why. This policy does not require every website visitor or store customer to provide a certified identity document.
2 Where information comes from and why we use it
Information normally comes directly from you, from someone authorised to act for you, or from your interactions with our website, equipment and support channels. We may receive relevant transaction or service information from payment, delivery or network providers involved in fulfilling your request.
We use information to answer enquiries, assess coverage, supply and support services, arrange delivery or installation, administer accounts, allocate payments, handle complaints and protect systems against fraud or abuse. We process information on an applicable lawful basis, which may include performing a contract, complying with a legal obligation, pursuing a legitimate interest where permitted, or your consent. We will explain when requested information is compulsory and the consequences of not providing it.
3 Confidentiality and communications
We do not sell customers’ personal information. We limit access to people who need the information for their work and require appropriate confidentiality and protection when others process it for us. We use proportionate safeguards and take reasonable steps to keep information accurate and secure.
Network diagnostics and security checks must have a lawful purpose and be limited to what is necessary. This policy does not give us unrestricted permission to read private messages or monitor the content of your communications. Any lawful interception or disclosure will be handled under the requirements that apply to it.
4 Website analytics and cookies
Our website uses Google Analytics to help us understand visits and improve the site. Depending on the configuration and your choices, analytics may process pages viewed, interaction events, device or browser details and online identifiers. Google processes analytics information under its applicable terms and privacy information. See https://policies.google.com/technologies/partner-sites.
We will provide information and obtain consent before optional tracking where the law requires it. You can manage cookies through your browser, although blocking necessary cookies may affect some website functions. Google also provides information about its Analytics opt-out tools at https://tools.google.com/dlpage/gaoptout.
Acceptance of this policy is not blanket consent to advertising or remarketing. If we introduce such tracking, we will update the information provided and obtain any consent required before using it.
5 Orders and enquiries through WhatsApp
If you choose to contact us through WhatsApp, your messages and contact details are handled using WhatsApp’s service as well as by ZTEL. The platform’s own privacy terms apply to its processing. We use the information you send to handle your enquiry, order or support request. Please do not send passwords, full card details or unnecessary identity documents through chat.
6 Sharing and overseas processing
We may share information needed to fulfil a request with relevant hosting, communications, installation, payment or delivery providers, and with professional advisers where necessary. Access must be limited to the purpose and subject to appropriate protections. We may disclose information where required by law or where otherwise lawfully necessary to establish or defend rights.
Some providers may process information outside South Africa. Such transfers must meet the requirements of section 72 of POPIA, through an applicable legal basis and appropriate protection. Contact us if you need further information about the providers or safeguards relevant to your information.
7 Marketing choices
Electronic marketing requires consent unless the limited existing-customer exception under POPIA applies. That exception concerns our own similar products or services and requires a free, practical opportunity to object when details are collected and in each marketing message. We will identify the sender, provide a way to opt out and honour objections. Necessary service, account and safety messages may still be sent because they are not promotional messages.
8 Retention and security incidents
We keep information only for as long as justified by its purpose, applicable legal obligations or a lawful need to resolve a dispute. We then securely delete, destroy or de-identify it as appropriate. Different records may have different retention periods. You may ask us about the period or criteria applicable to your information.
If personal information is compromised, we will assess and respond to the incident and make the notifications required by law. No security measure can guarantee that every incident will be prevented.
9 Your rights and complaints
Subject to applicable conditions, you may request access to your information, correction of inaccurate records, deletion where permitted, or object to processing. You may withdraw consent where processing relies on it. Withdrawal does not undo processing that was lawful before withdrawal. We may need reasonable evidence of identity before releasing information or acting on a request.
Send requests to complaints@ztel.co.za, marked “Privacy request”. If you believe your information has been handled unlawfully, you may complain to the Information Regulator. Current procedures and its eServices portal are available at https://inforegulator.org.za/complaints/.
10 Public information other websites and changes
Information you choose to publish publicly may be seen and used by others. External websites and platforms have their own privacy practices; review their policies before sharing information. We remain responsible for our own processing and cannot use an external link to avoid an obligation the law places on us.
We may update this policy when our services or processing change. Material changes will be communicated appropriately. A revised policy does not retrospectively authorise a use that previously lacked a lawful basis.