Our privacy and cookies policy gets updated from time to time. Whenever we make a change, we’ll post this on our website and let you know if there is a material change.
HOW TO USE THIS PRIVACY AND COOKIES POLICY
It is important to note that when you engage with us, you acknowledge that we require your personal information, as defined in Data Protection Act (DPA) and other related regulations, and need to process such personal information to provide products or services to you for purposes including to confirm, update and enhance our records, to confirm your identity and additional purposes as detailed below and in other supplementary privacy policies and statements linked to specific services that you subscribe to.
We are Vodacom (Pty) Ltd (referred to as "Vodacom")
Our registered office is Vodacom Park NO:585 Mabile Road, Maseru Lesotho. We are registered in Lesotho under company number I95/236.
How to contact us
Legal, Regulatory, and External Affairs
585 Mabile Road
We are committed to respecting your privacy.
We take data protection and privacy laws, as well as privacy and security, very seriously.
Here are our core Privacy Commandments.
We aim to put these commandments at the heart of everything we do.
The information we collect about you and how we collect it varies depending on the products and services you use and subscribe to, how you've used them, how you've interacted with Vodacom even if you're not a customer, or what we've obtained from a third party with permission to share it with us.
To find the privacy supplement for our products and services please go to the privacy and our “products and services” section of this privacy portal. Vodacom subsidiaries may have their own privacy statement governing the customer’s use of a particular product.
Vodacom will process your personal information based on:
We will collect your personal information when you, for example:
We are required to take all reasonably practicable steps to ensure your personal information is complete, accurate, not misleading, and updated regularly. To ensure this, we will always endeavour to obtain personal information from you directly. Where we are unable to do so, we will make use of verifiable independent third-party data sources who have the necessary authority to provide us with such information. We also collect information from certain organisations, where appropriate and to the extent, that we have legal grounds to do so. These include fraud-prevention agencies, business directories, credit check reference/vetting agencies, billing calculating agencies, and connected network providers.
We may also collect information about you on CCTV when you visit our premises or on other security cameras as part of our security and crime prevention measures.
The types of information we may process are, where applicable:
We'll also get information about how you use our products and services, such as:
We will use, process, and analyse your personal information for the following purposes:
To provide you with your services
Processing your order and providing you with your products and services
Billing and customer care
We will contact you with customer service messages to keep you updated with current information about the products and services you've taken. For example, changes to our terms and conditions or service interruptions.
Providing roaming services
To improve our service
Improving and innovating our products and services
Managing our networks and understanding network usage
Marketing and tailoring our service to you
Research and analytics
We use a variety of analytics methods including what is commonly referred to as "Big data analytics". Big data analytics are mathematically driven analysis techniques on large and varied data sets (that is why it is "big" data) to uncover hidden patterns and unrevealed trends. Vodacom Analytics is an end-to-end insight platform that offers responses to questions from businesses and public entities by analysing Vodacom network data. It isn't about individuals - it's about overall patterns, rather than any one person. Vodacom Analytics doesn't identify you or give anyone information that would enable them to contact you.
At Vodacom, we take governance of big data analytics seriously. Our data scientists are required to adhere to a Code of Ethics. We have a strict use case process that requires that privacy and data protection law checks are carried out before any use case commences. We also have strict rules ensuring that personal information is protected at the appropriate stage in the process.
We use our analytics to, for example:
Credit checks, fraud prevention, and security
We will sometimes need to profile you and make an automated decision, for credit, fraud, and security purposes. When we conduct such profiling or automated decision-making activities, we will do so in accordance with the provisions of the relevant legislation or lawful requirement
Credit checks and ID
Fraud prevention and security
Where applicable, we share information about you with:
Fraud management and law enforcement
Mergers and acquisitions
If we become involved in a proposed or actual merger, acquisition, or any form of sale of assets, we may use and disclose your personal information to third parties in connection with the evaluation of the transaction. Any acquiring company would have access to your personal information.
Third parties that we work with
Where you’ve purchased Vodacom products and services using a third party or partner organisation, we often need to exchange information with them as part of managing that relationship and your account - for example, to be able to identify your order and be able to pay them.
If we have a contract with a service provider or contractor to provide us with services or provide a service on our behalf, and they may have access to your personal information, we do not authorise them to use or disclose your personal information except in connection with providing their services. We ensure that all our service providers and contractors align with our policies and requirements.
We collect and combine the information to monitor your use of products and services, and that of our other customers, as well as to help us to improve the quality of our products and services.
Third-party products that you buy through your Vodacom account
Where you buy a third-party product or service through your Vodacom account (such as Charge to Bill service for mobile), the contract for it is with the party selling that product or service. Vodacom is only charging the amount directly to your bill as part of its arrangements with the seller (or with a third party authorised by the seller). As part of this, you're agreeing that Vodacom may pass certain personal information to such parties to complete your purchase.
The seller's terms and conditions and privacy and cookies policies will apply to how it uses your personal information - please read them carefully.
You may connect third-party devices to your SIM. These include mobile phone devices or connected devices such as smart speakers or smartwatches.
When you connect your SIM to these devices those third parties may record your SIM details or your interaction with the network. The third-party device manufacturers will process your personal information in accordance with their privacy policies and we recommend that you read these before choosing to connect.
We may also need to transfer your information to other Vodafone or Vodacom group companies or service providers in countries outside Lesotho, in which case we will fully comply with applicable data protection legislation. This may happen if our servers or suppliers and service providers are based outside Lesotho, or if our services are hosted in systems or servers in Vodacom or Vodafone Operating Companies outside Lesotho including the United Kingdom, European Economic Area (EEA) or India, and/or if you use our services and products while visiting countries outside Lesotho. Countries in the United Kingdom and EEA are considered to have adequate data protection laws which are similar to those of Lesotho, however, we will make sure that your information is protected and enter into appropriate agreements to achieve this.
If you are visiting this Website from a country other than Lesotho the various communications will necessarily result in the transfer of information across international boundaries.
Where we transfer your personal information outside of the borders of Lesotho, we will ensure that the third party recipient is subject to a law, binding corporate rules, or binding agreement which provides an adequate level of protection for your personal information that is substantially similar to the data protection laws applicable to Lesotho.
We may not retain your personal information any longer than is necessary for achieving the purpose for which your personal information was collected or subsequently processed, unless:
In the unlikely event of such access, we will notify you, where possible, via email, SMS, or using the address you have provided us with, within a reasonable time of us becoming aware of such occurrence.
Below we set out details on how you can exercise your rights. If you have a question or cannot find the answer, please contact our Customer Services team at 114.
Right to access personal information
You have the right to request a record or description of the personal information that Vodacom holds about you. This includes the right to request Vodacom to confirm, free of charge, whether or not we hold any personal information about you; as well as information about the categories of third parties who have or have had, access to your personal information. To make this request as an individual or an authorised third party, visit our Subject Access Rights page of this Privacy Portal which gives details on how to do this. Alternatively, you can contact our Customer Services team at 114.
Right to correct personal information
You have the right to correct information held about you if it's not accurate, out-of-date, excessive, irrelevant, or misleading. If the information we hold about you is inaccurate or needs to be updated, you can log in to My Vodacom to update it or you can contact our Customer Service team at 114.
Right to object to the use of personal information
You have the right, in certain circumstances, to object to Vodacom processing your personal information. For Vodacom to provide you with products and services, Vodacom is required to process your personal information and as such the provision of your personal information is mandatory and you may not object to the same in order to continue using our products or services. For more information or to exercise this right, please contact our Customer Services team at 114. If this relates to an automated decision performed on you (this means with no human involvement), please let us know and we will review your request.
To opt-out of marketing messages
If you no longer want to receive marketing messages from Vodacom, you can choose to opt-out at any time. If you've previously opted in to receive personalised content based on how and where you use our network, you can also opt-out at any time.
The easiest way to opt-out is by using our marketing preferences page, found under your My Vodacom account settings.
There are also various other ways to opt-out:
Please note: You may still receive marketing messages for up to an hour after opting out while we update our records.
You may have received marketing from Vodacom even if you're not a customer or have never had contact with us. This is a result of third-party marketing lists which Vodacom may acquire from time to time, stating that you have given permission to be contacted by other organisations. If you've registered with us to opt-out of marketing from Vodacom, you shouldn't receive such communications. If you still do, we ask that you let us know immediately by contacting our customer care team on 114. This will only stop marketing from us and not stop the third parties from sharing your personal information unless you contact them directly.
How to lodge a complaint
If you want to contact us about any of your rights or should you believe that Vodacom has used your personal information contrary to applicable law, you undertake to first attempt to resolve any concerns with Vodacom directly. Kindly contact our customer care team on 114. We will do our best to help.
Right to restrict the use of your personal information
If you feel that the personal information we hold on you is inaccurate, or you believe we shouldn’t be processing your personal information, please contact our Customer Services team on 114 to discuss your rights. In certain circumstances, for example where you contest the accuracy of your information, or where Vodacom no longer requires your information for achieving its purpose but must maintain it for purposes of proof, you have the right to ask us to restrict processing.
Right to deletion
Vodacom strives to only process and retains your personal information for as long as we need to. In certain circumstances, for example, where you indicate that your personal information is inaccurate, irrelevant, excessive, out of date, incomplete, misleading, or obtained unlawfully, you have the right to request that we erase your personal information that we hold. If you feel that we are retaining your personal information longer than we need, it is worth first checking that your contract with Vodacom has been terminated, which you can do with Customer Services on 114. If your contract with Vodacom has been terminated, we may still have lawful grounds to process your personal information.
We encourage you to check this page regularly. Please see all the history of changes in the section below:
History of changes
Date of update
Upgrading to the Group standards
You have various rights in relation to your personal information. In the ‘Your Rights’ section of our privacy statement, we’ve provided the pertinent information and instruction on what to do if you wish to exercise any of your rights. Below are some links that may help you to exercise these rights relating to your personal information:
Contact us: Our customer services team will gladly assist you with queries; including how to manage your marketing preferences.
Privacy queries: Our privacy statement was created to ensure transparency on the collection, sharing, and protection of your personal information. If you are unable to find an answer to any of your privacy questions, please contact our customer care on 114.
General Data Protection Regulation (GDPR): The rights under this section also cover the rights guaranteed under the GDPR. You can exercise the rights that are conferred to you under GDPR by sending a request to our customer service team who will gladly be able to assist you.
Write to us: Although we are committed to going digital, you can always reach us by post at:
Legal Affairs – Privacy Office
P.O. Box 7387,
VODACOM PARK, 585 MABILE ROAD