1. Who we are
Inno-Tel (Pty) Ltd ("Inno-Tel", "we", "us") is a South African customer acquisition and contact centre company, and part of the Innotel Group. We provide outbound lead generation, inbound call answering, appointment setting, outsourcing and workforce development services.
Responsible party: Inno-Tel (Pty) Ltd
Registration number: 2025/217181/07
Head office: Woodstock, Cape Town, South Africa
Email: info@inno-tel.co.za · Phone: 021 061 1170
2. Who this policy covers
This policy applies to personal information about:
- Website visitors and enquirers who contact us or request a quote.
- Clients and their staff we work with.
- Consumers we speak to on campaigns, for example people who have asked to be contacted about insurance, vehicle tracking or other products.
- Job applicants, learners and staff.
- Suppliers and service providers.
Working for our clients: when we run a campaign for a client, the client usually decides why and how your information is used. In that case the client is the responsible party and Inno-Tel acts as its operator, processing your information only on the client's instructions and under a written agreement, as required by sections 20 and 21 of POPIA.
3. What personal information we collect
| Who | Information |
|---|---|
| Website enquirers | Name, company, email address, phone number, country, the service you are interested in and your message. |
| Campaign contacts | Name, contact numbers, email address, area or address, and details relevant to the product (for example vehicle details for car insurance or tracking quotes), call outcomes, notes and call recordings. |
| Clients and suppliers | Contact person details, company details, billing and banking details, and correspondence. |
| Job applicants, learners and staff | CV, contact details, ID number, qualifications, references, employment and payroll information, and other information needed under employment and skills development law. |
We do not intentionally collect special personal information (such as health, religion or biometric information) unless the law requires it or you have given consent.
4. How we collect it
- Directly from you, when you fill in our website form, email, phone or WhatsApp us, apply for a job, or speak to one of our agents.
- From our clients, who provide lead lists or customer records for a campaign.
- From reputable lead sources where people have opted in to be contacted about a product or service.
- Automatically, when you use our website (see section 12).
5. Why we use it
We only process personal information for specific, lawful purposes, including to:
- Respond to enquiries and send quotes and proposals.
- Deliver our services to clients: calling prospects, qualifying leads, booking appointments, answering calls and passing on messages.
- Monitor and improve quality, including recording and scoring calls for training and compliance.
- Report to clients on campaign results.
- Recruit, employ, train and pay staff and learners.
- Manage our business, invoicing and supplier relationships.
- Comply with the law and protect our legal rights.
We rely on one or more of the grounds allowed by section 11 of POPIA: your consent, the performance of a contract, a legal obligation, or our or a third party's legitimate interests.
6. Calls, recordings and direct marketing
- Call recording: calls may be recorded and monitored for quality, training, dispute resolution and compliance. Our agents tell you this at the start of the call.
- Consent and opt-out: we only contact people for direct marketing as allowed by section 69 of POPIA and the Consumer Protection Act. You can ask us to stop at any time by telling the agent, emailing info@inno-tel.co.za or replying "STOP" where offered. We will add your number to our do-not-contact list.
- Identification: our agents will always say who they are and on whose behalf they are calling.
8. Cross-border transfers
Some of our work is done from our Harare, Zimbabwe centre, some of our clients are based outside South Africa (for example in the United Kingdom), and some of our service providers may store data abroad. When personal information leaves South Africa, we make sure it is protected as required by section 72 of POPIA, for example through binding agreements that give protection substantially similar to POPIA, or with your consent.
9. How we protect it
We take reasonable technical and organisational measures to keep personal information safe, including:
- Password-protected systems with access limited to staff who need it.
- Confidentiality undertakings and POPIA training for staff and agents, including remote agents.
- Secure hosting, encrypted website connections (HTTPS) and regular backups.
- Quality assurance checks on how agents handle information.
If we believe personal information has been accessed without authorisation, we will notify the Information Regulator and the affected people as required by section 22 of POPIA.
10. How long we keep it
We keep personal information only as long as needed for the purpose it was collected, or as required by law or our contracts with clients. Campaign data is returned to the client or deleted when a campaign ends, unless the client instructs otherwise. Employment, tax and financial records are kept for the periods required by law. After that, information is securely deleted or de-identified.
11. Your rights
Under POPIA you have the right to:
- Ask whether we hold your personal information, and request a copy of it.
- Ask us to correct, update or delete information that is inaccurate, out of date or no longer needed.
- Object to the processing of your information, including for direct marketing.
- Withdraw your consent at any time (this does not affect processing that already took place).
- Lodge a complaint with the Information Regulator.
To make a request, email info@inno-tel.co.za with the subject "POPIA request". We may need to confirm your identity first. Requests for records may also be made under the Promotion of Access to Information Act (PAIA).
13. Contact us and complaints
Information Officer: Inno-Tel (Pty) Ltd
Email: info@inno-tel.co.za
Phone: 021 061 1170
Head office: Woodstock, Cape Town, South Africa
If you are not satisfied with how we have handled your personal information, please contact us first so we can try to resolve it. You may also lodge a complaint with the Information Regulator (South Africa). Its current contact details and complaint forms are on its website: inforegulator.org.za.
14. Changes to this policy
We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.