Tyme Bank Limited is committed to the observance of and compliance with the directives of the Constitution and national legislation like the Promotion of Access to Information Act, 2 of 2000 (‘PAIA’).
TymeBank understands that your privacy is important to you, and we value your trust. That’s why we protect your information and why we aim to be clear and open about what we do with it.
This policy explains how we handle your personal information.
1. About us
Tyme Bank Limited (‘Tyme’), trading as TymeBank, provides banking and financial services. This policy explains how your personal information is handled by Tyme.
2. Your privacy is important to us
We protect your information and always aim to be clear and open about what we do with it. You can find more information in documentation such as our terms and conditions and any other documentation we provide regarding our products and services.
We understand that your privacy is important to you and we value your trust. That’s why we do everything we can to keep your information safe. This policy explains how we handle the information you give us, and also includes:
- Our policy on the handling of credit reports and other credit information.
- Key information about credit reporting matters (see Section 6).
During your relationship with us, we may tell you more about how we handle your information –
when you apply for our products or receive terms and conditions, for example. You should always read these documents carefully.
3. What information do we collect?
We collect information about you when you use our products or services, or when you interact with us. We may also gather information about you from other people and organisations.
This is detailed in our terms and conditions when you apply for any of our products or services.
We collect your personal information when you:
- Contact us – to apply for our products or services, give us feedback or make a complaint, for example.
- Use our products or services – such as when you use your debit or credit card, pay a bill or transfer money.
- Visit our website, kiosks, or use our mobile apps.
The information we collect may include:
- Details about your identity – including, but not limited to, your name, address, date of birth, gender and marital status.
- Biometric information, such as fingerprints.
- Your Tax Number and tax residency status.
- Financial and transaction information.
- Your location information, IP address and any third-party sites you access when visiting our website, kiosks or using our mobile apps.
- Other personal information, such as details of your interactions with us.
Information we collect from others:
We may collect information about you from others, including, but not limited to:
- Service providers
- Companies or bodies that you own shares in or have an interest in
- Business partners, including retailers, loyalty and rewards programmes
- Other financial services providers and credit bureaus
For example, if you apply for credit, we may ask a credit reporting body for your credit report. We may also collect information about you that is publicly available (in public registers or on social media, for example) or provided by businesses that we deal with.
4. How do we use your information?
We are very careful about how we use your information. We primarily use it to deliver our products and services. We also use your information for other reasons – to ensure compliance with legislation, to better understand you and your needs, and to inform you about other products and services you might be interested in etc.
We may also collect, use and exchange your information so that we can:
- Confirm your identity.
- Assess your application for a product or service.
- Design, manage, price and provide our products and services.
- Manage our relationship with you.
- Minimise risks and identify or investigate fraud and other illegal activities.
- Contact you, for example, when we need to share something important.
- Improve our service to you and your experience with us.
- Comply with laws, and assist government or law enforcement agencies.
- Manage our businesses.
We may also collect, use and exchange your information for other reasons where the law allows or requires us to do so.
Bringing you new products and services
From time to time, we may also use your information to tell you about products or services we think you might be interested in. To do this, we may contact you via:
- Social media
- Advertising through our apps, websites, or third-party websites
If you don’t want to receive direct marketing messages or want to change your marketing preferences, please use the opt-out function on our website, app, email and/or SMS communication.
Using data to give you better customer service
We’re always working to improve our products and services and give you the best customer experience possible.
New technologies allow us to combine information we have about you and our other customers –
for example, your transaction information with data from other sources, such as third-party websites or credit bureaus. We analyse this data to learn more about you and our other customers, and to improve our products and services.
We sometimes use this combined data to help other businesses better understand their customers. When we do this, we do not pass on any of your personal information.
5. Who do we share this information with?
We may share your information with other members of the Tyme Group. The sharing of information will be done strictly in terms of the Protection of Personal Information Act (POPI). This helps us to offer you a high-quality customer experience.
We may also share your information with third parties for the reasons detailed in Section 4 or where the law otherwise dictates or allows. These third parties can include:
- Service providers – for example, loyalty programme partners and our product distributors.
- Businesses that do work for us – including direct marketing, statement production, debt recovery and IT support providers.
- Brokers, agents, advisers and people who act on your behalf – such as your guardian, or a person with Power of Attorney.
- Guarantors and other security providers.
- Organisations involved in our funding arrangements – such as loan purchasers, investors, advisers, researchers, trustees and rating agencies.
- Other banks and financial institutions – for example, if we need to process a claim for a mistaken payment.
- Current or previous employers – to confirm your employment, for example.
- Government and law enforcement agencies or regulators.
- Credit reporting bodies and credit providers.
- Organisations that help identify illegal activities and prevent fraud.
- Other individuals (like cardholders) using the same account.
Sending information abroad
Sometimes we may send your information abroad, including to:
- Service providers or third parties who store data or operate outside South Africa.
- Complete a transaction, such as an international money transfer.
- Comply with laws, and assist government or law enforcement agencies.
If we do this, we make sure there are arrangements in place to protect your information.
6. Checking your credit history
If you ask us for credit, we may need to check your credit reports. We typically obtain these from credit reporting bodies, agencies or bureaus. We also share your credit information with them so that they can provide credit reports to others.
When you apply for credit from us or choose to be a guarantor, we may need to check your credit reports.
A credit report gives us information about your credit history. Credit reports are provided by credit bureaus, who collect and share credit information with credit providers like us, as well as other service businesses, such as phone companies.
Credit bureaus include personal information in their reports to assist other credit providers in assessing your credit worthiness.
We may also ask credit bureaus to give us your overall credit score, and we may use credit information from credit bureaus, as well as other information, to achieve our own score of your ability to manage credit.
What do we do with credit information?
We use information from credit bureaus to:
- Confirm your identity.
- Assess your credit exposure.
- Assess your ability to manage credit.
- Manage our relationship with you.
- Collect overdue payments.
We keep your credit information safely with your other information.
Other rights you have
Direct Marketing – Credit providers like us can ask credit bureaus to use your credit information in order to pre-screen you for direct marketing purposes. If you do not want us to, you can inform the credit bureaus not to share your information for this purpose.
Preventing identity fraud – If you think you have been or could be a victim of fraud (someone else may be using your name to apply for credit, for example), you can lodge a complaint with the South African Fraud Prevention Services.
7. Keeping your information safe
Our staff are trained to keep your information safe and secure. We will only keep your information for as long as we need it.
We store your information as electronic records in secure buildings and systems or use trusted third parties. Here are some of the things we do to protect your information:
|Staff training||We train our staff in how to keep your information safe and secure.|
|Secure handling and storage||When we send information overseas or use third parties that handle or store data, we make arrangements to protect your information.|
|System security||When you log in to our websites or apps, we encrypt data sent from your computer to our systems so that no one else can access it.We have firewalls, intrusion detection and virus scanning tools to stop viruses and unauthorised people accessing our systems.When we send your electronic data to other organisations, we use secure networks or encryption.We use passwords and/or smartcards to stop unauthorised people gaining access to your data.|
|Building security||We use a mix of alarms, cameras, guards and other controls in our buildings to prevent unauthorised access to our premises and consequently to protect your data.|
|Destroying or deidentifying data when no longer required||We keep personal information only for as long as we need it – such as, for business or legal reasons. When information is no longer needed, we take reasonable steps to destroy or deidentify it.|
8. Accessing, updating and correcting your information
Please contact us if you wish to view your information. To access more detailed information, you may need to fill out a request form. If your information isn’t correct or requires updating, let us know as soon as possible.
Can you see what information we have?
You can request a copy of your information, such as your transaction history or credit information, by going online or contacting us via any of our other channels.
Is there a fee to access it?
There is no fee to request your personal information. However, we may charge a fee where your personal information is being requested by a third party with your consent. In certain instances, we may charge an access fee to cover the time we spend sourcing and collating the information you want. If we determine that a fee will be charged, we will let you know the cost so that you can decide if you want to go ahead or not. Generally, the fee is based on an hourly rate plus other expenses that may be reasonably incurred. You will be required to pay the fee or give us permission to deduct it from your bank account before we go ahead with your request. Our PAIA manual, which is available on our website, will indicate the process you would need to follow and the applicable fees, if any.
How long will it take?
We try to make your information available within 30 days of you asking for it. Before releasing the information, we will need to confirm your identity.
Can we refuse you access to your information?
In some cases, we can refuse access or we’ll only let you access certain information. For example, we might not let you access information that is commercially sensitive. If so, we will contact you to let you know why. You have the option to query this decision as set out in Section 9.
Updating your information
It’s important that we have your correct contact details, such as your current home address, email address and phone number. You can check or update your information by logging in to our website/app or contacting us via any of our other channels.
Can we correct or update your information?
You can ask us to correct or update any information we have for you (including credit information that was submitted by us to a credit bureau). If we have given the information to another party, you can ask us to tell them that it’s incorrect. No fee is charged for this.
If the incorrect credit information was given to us by a credit bureau, we will advise you accordingly. It is your responsibility to either contact the credit bureau directly or lodge a formal complaint with the National Credit Regulator and request the information to be corrected.
What if we believe the information is correct?
If we don’t believe the information needs correcting, we’ll let you know why. You can ask that we include a statement with the information that says you believe it is not inaccurate, incomplete, misleading or out of date.
9. Making a privacy complaint
If you have a concern or complaint about your privacy, please let us know and we’ll do our best to address it. If you’re not satisfied with how we handled the issue, there are other courses of action available to you.
How do you make a complaint?
We do our best to get things right the first time. If, however, we don’t, we will do whatever we can to fix it. If you are concerned about your privacy (including credit information), you have the right to lodge a complaint and we’ll do our best to address it.
To lodge a complaint, please contact one of our staff or customer service teams via any of our channels. We will then investigate the issue and do our best to fix it immediately. If you’re not satisfied, you can call our Customer Contact Centre team or contact us via any of our other channels. For contact details, refer to Section 10.
How do we manage complaints?
Where we receive a complaint, we will:
- Keep a record of your complaint.
- Give you a reference number for your complaint.
- Respond to the complaint within a few days or we’ll tell you if we need more time to investigate it. Your complaint will be handled in terms of our Customer Complaints Handling Policy, which you can ask for.
- Keep you updated on what we are doing to address the problem.
- Give our final response within 30 days. If we can’t give you a response in this time, we’ll contact you to tell you why and work out an appropriate new timeframe with you.
Credit information complaints
If you lodge a complaint with us regarding the accuracy of the credit information that we’ve given to the credit bureaus, we will investigate your complaint. Within 20 business days of you lodging your complaint, we will either provide you with a copy of any credible evidence proving the accuracy of the information we had submitted, or we will ask the credit bureau to remove the information and we’ll update our internal records accordingly.
What else can you do?
If you are not satisfied with how we manage your complaint once you have followed our complaints process, there are free and independent dispute resolution services available to you.
In particular, the Ombudsman for Banking Services considers most complaints involving financial services providers.
If your complaint relates to how we handle your personal information, you can also contact the Information Regulator (South Africa).
If your complaint relates to your credit information with the credit bureaus, you can contact the National Credit Regulator.
Ombudsman for Banking Services
34 & 36 Fricker Road, Ground Floor
Tel: 0860 800 900
National Credit Regulator
127 15th Road
Tel: 0860 627 627
The Information Regulator (South Africa)
316 Thabo Sehume Street
Tel: 012 406 4818
Fax: 086 500 3351
10. We’re here to help
If you want to update your personal information, have a concern about privacy, need more information or want to update your preferences, we’re just a phonecall away.
If you have a query, need to access your personal information, make a correction or lodge a complaint, please call 0860 999 119.