Complaints Management System – Privacy Protection & Consent Notice

Privacy Protection Notice

Château Gâteaux (Pty) Ltd and Dr. Oetker South Africa ("we", "us", "our" or "the Companies") are committed to protecting the privacy and security of your personal information in accordance with the Protection of Personal Information Act 4 of 2013 ("POPIA") and other applicable legislation.

When you submit a complaint, enquiry, product quality concern or service-related issue relating to Château Gâteaux or Dr. Oetker South Africa, we may collect and process personal information that is reasonably necessary to record, investigate, manage and respond to your complaint.

Information We May Collect

Depending on the nature of your complaint, we may collect:

• Your name and contact details;
• Details relating to your purchase or interaction with us;
• Product, SKU, batch, store and/or transaction information;
• Details and description of your complaint;
• Photographs, videos or other supporting documentation provided by you;
• Information required to investigate and resolve the complaint; and
• Any other information voluntarily provided by you that is relevant to your complaint.

Please provide only information that is relevant to your complaint and avoid providing unnecessary personal or sensitive information.

Where photographs or videos are provided, please avoid including identifiable information about 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.

Where your complaint relates to a child, please only provide information that is relevant and necessary for us to investigate and resolve the complaint and ensure that you are authorised to provide that information.

Providing Your Information

Providing personal information is generally voluntary. However, certain information may be necessary for us to properly investigate 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, we may process that information where permitted or required by applicable law and where reasonably necessary to investigate, manage or resolve your complaint.

How We Use Your Information

Your personal information may be used to:

• Record and manage your complaint;
• Investigate product quality, safety or service-related concerns;
• Communicate with you regarding your complaint;
• Liaise with relevant internal departments, stores, suppliers, service providers or other relevant parties where necessary;
• Identify trends and recurring issues and improve our products and services;
• Implement corrective and preventative actions;
• Meet quality, health and safety, regulatory and legal requirements;
• Maintain appropriate records of complaints and investigations; and
• Protect the rights, property and safety of the Companies, our customers 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 or other relevant parties where reasonably necessary to investigate and resolve the complaint.

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 business units, stores, suppliers, service providers or other parties where reasonably necessary to investigate, manage or resolve your 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.

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.

Security and Retention

We take reasonable administrative, technical and organisational measures to protect your 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 for as long as required or permitted by applicable legislation, regulatory 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: customercare@chateaugateaux.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 contact details above. You may also lodge a complaint with the Information Regulator of South Africa in accordance with applicable law.

Consent / 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 Château Gâteaux (Pty) Ltd and/or Dr. Oetker South Africa, as applicable, for the purposes of recording, managing, investigating and resolving my complaint and for the related purposes described in this notice.

I understand that relevant information may be shared with authorised employees, relevant business units, stores, suppliers, service providers or other parties where reasonably necessary to investigate and resolve my complaint, or where required or permitted by law.

I understand that providing certain information may be necessary for the Companies to investigate and resolve my complaint and that failure to provide relevant information may affect their ability to do so.

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