Dr. Oetker Professional South Africa (Foodservice)
B2B Complaints – Privacy Protection Notice & Acknowledgement

Privacy Protection Notice

Dr. Oetker Professional South Africa (Foodservice) ("Dr. Oetker Professional", "we", "us" or "our") is committed to protecting the privacy and security of personal information in accordance with the Protection of Personal Information Act 4 of 2013 ("POPIA") and other applicable legislation.

When you submit a complaint, quality concern, service issue or enquiry relating to Dr. Oetker Professional (Foodservice) on behalf of a business or organisation, we may collect and process your personal information where reasonably necessary to record, investigate, manage and resolve the matter.

This notice explains what personal information we may collect, how and why we may use it, with whom it may be shared, and your rights in relation to your personal information.

Information We May Collect

Depending on the nature of the complaint or enquiry, we may collect:

• Your name and surname;
• Company or organisation name;
• Job title, position or role;
• Business email address and telephone number;
• Product, SKU, batch, order, invoice, delivery or account information;
• Details and description of the complaint or enquiry;
• Photographs, videos, documents or other supporting information;
• Information relating to the investigation and resolution of the complaint;
• Information relating to relevant customers, suppliers, distributors or other parties where reasonably necessary to investigate and resolve the matter; and
• Other information reasonably required to manage, investigate and resolve the complaint.

Please provide only information that is relevant and reasonably necessary for us to investigate and resolve your complaint.

Where photographs, videos or documents are provided, please avoid including personal information relating to other individuals unless it is relevant to the complaint and you are authorised to provide it.

Please do not provide personal information relating to another individual unless you are authorised to do so.

If your complaint requires information relating to an individual's health, allergies, medical circumstances or other sensitive information, please provide only information that is relevant and reasonably necessary for the investigation and resolution of the complaint.

Providing Your Information

Providing personal information is generally voluntary. However, certain information may be necessary for us to properly investigate, manage and resolve your complaint.

If you do not provide information that is reasonably necessary for us to investigate or respond to your complaint, we may be unable to fully investigate or resolve the matter.

Where information is obtained from a source other than you, including your organisation, a customer, supplier, distributor or other relevant party, we may process that information where permitted or required by applicable law and where reasonably necessary to investigate, manage or resolve the complaint.

How We Use Your Information

Your personal information may be used to:

• Record and manage the complaint;
• Investigate product quality, safety and service-related concerns;
• Communicate with you and/or your organisation regarding the complaint;
• Liaise with relevant internal departments, customers, suppliers, distributors and service providers;
• Investigate product, delivery, order, invoice or service-related matters;
• Identify trends, recurring issues and opportunities for corrective or preventative action;
• Monitor and improve product and service quality;
• Implement corrective and preventative actions where required;
• Meet contractual, legal, regulatory, quality, food safety and other applicable requirements;
• Maintain appropriate business, quality, food safety and complaint records;
• Support internal investigations, audits, risk management and quality assurance activities; and
• Protect the rights, property and safety of Dr. Oetker Professional, our customers, business partners and other relevant parties.

Where a complaint involves product quality, food safety or other technical matters, relevant information may be shared with appropriate quality, technical, regulatory, manufacturing, supplier, distributor or other relevant parties where reasonably necessary to investigate and resolve the matter.

We will only process personal information for purposes that are lawful and reasonably necessary in the circumstances.

Sharing of Information

Your personal information may be shared with authorised employees, relevant internal departments, customers, suppliers, distributors, service providers or other parties where reasonably necessary to investigate, manage or resolve the complaint, or where required or permitted by law.

Where third-party service providers process personal information on our behalf, we will take appropriate measures to ensure that your information is handled securely and in accordance with applicable data protection requirements.

Where information needs to be shared with a supplier, distributor, customer or other business partner to investigate or resolve a complaint, we will limit the information shared to what is reasonably necessary for that purpose.

We do not sell your personal information.

Your personal information will not be shared for unrelated marketing purposes based solely on your submission of a complaint.

Where personal information is required to be transferred to or accessed from another country, appropriate measures will be taken in accordance with applicable data protection requirements.

Information Relating to Third Parties

If you provide personal information relating to another individual, you confirm that you are authorised to provide that information for the purposes of managing the complaint, where such authorisation is required by applicable law.

You should only provide third-party personal information that is relevant and reasonably necessary for the investigation and resolution of the complaint.

Where appropriate, we may process third-party personal information received from your organisation, a customer, supplier, distributor or other relevant party where permitted or required by applicable law.

Security and Retention

We take reasonable administrative, technical and organisational measures to protect personal information against loss, damage, unauthorised access, misuse or disclosure.

Personal information will be retained only for as long as reasonably necessary for the purposes for which it was collected, or as required or permitted by applicable legislation, contractual obligations, regulatory requirements, quality and food safety requirements, audit requirements or legitimate business requirements.

When personal information is no longer required, it will be securely deleted, destroyed or de-identified where appropriate and in accordance with applicable requirements.

Your Rights

Subject to applicable law, you may have the right to:

• Request access to your personal information;
• Request correction or deletion of personal information that is inaccurate, incomplete or no longer required;
• Object to certain forms of processing of your personal information;
• Withdraw consent where processing is based on your consent; and
• Lodge a complaint regarding the processing of your personal information with the Information Regulator of South Africa.

If you withdraw consent, this will not affect the lawfulness of processing that took place before your withdrawal. Withdrawal of consent may also not prevent us from continuing to process information where processing is required or permitted by law.

Requests relating to your personal information may be directed to:
Email: professional@oetker.co.za

Complaints Regarding Your Personal Information

If you have concerns about how we collect, use, store or otherwise process your personal information, you may contact us using the details above. You may also lodge a complaint with the Information Regulator of South Africa in accordance with applicable law.

Acknowledgement

By submitting this complaint, I acknowledge that I have read and understood this Privacy Protection Notice. I understand that the personal information I provide may be collected, used, stored and processed by Dr. Oetker Professional (Foodservice) for the purposes of recording, managing, investigating and resolving the complaint and for related business, quality, food safety, contractual, legal and regulatory purposes described in this notice.

I understand that relevant information may be shared with authorised employees, relevant internal departments, customers, suppliers, distributors, service providers or other parties where reasonably necessary to investigate and resolve the complaint, or where required or permitted by law.

I understand that providing certain information may be necessary for Dr. Oetker Professional to investigate and resolve the complaint and that failure to provide relevant information may affect our ability to do so.

Where I provide personal information relating to another individual, I confirm that I am authorised to provide that information for the purposes of managing the complaint, where such authorisation is required by applicable law.

I confirm that the information I provide is, to the best of my knowledge, accurate and relevant to the complaint.