Privacy Policy and Notice

BB Hatfield Mahindra acknowledges that privacy is important. We are committed to maintaining the privacy and security of all information submitted to BB Hatfield Mahindra. This Privacy Policy applies to all our services, products and our website and outlines our commitment to the users of our website.

If you have any questions about this policy, please feel free to contact us through our website or email dp@bbhatfieldmahindra.co.za

Except as set out below, we do not share, or sell, or disclose to a third party, any personally identifiable information collected on this site.

Here is a list of the information we collect from you, either through our web site or because you give it to us in some other way, and why it is necessary to collect it:

1. Business and personal information

This includes basic identification and contact information, such as your name and contact details and includes all information given to us in the course of your business and ours, such as information you give us in your capacity as our client. We undertake to preserve the confidentiality of the information and of the terms of our relationship. It is not used for any other purpose. We expect you to reciprocate this policy.

This information is used:

1.1.to provide you with the services which you request;

1.2.for verifying your identity for security purposes;

1.3.for marketing our services and products;

1.4.information which does not identify any individual may be used in a general way by us or third parties, to provide class information, for example relating to demographics or usage of a page or service.

We keep information, which forms part of our business record for a minimum of six years. That is because we may need it in some way to support a claim or defence in court. That is also the period within which our tax collecting authorities may demand to know it.

2. Your domain name and e-mail address

This information is recognised by our servers and the pages that you visit are recorded. We shall not under any circumstances, divulge your e-mail address to any person who is not an employee or contractor of ours and who does not need to know, either generally or specifically. This information is used:

2.1.to correspond with you or deal with you as you expect;

2.2.in a collective way not referable to any individual, for the purpose of quality control and improvement of our site;

2.3.to send you news and or information about the product or service you have either enquired about or purchased;

2.4.to tell you about other products or services we offer or of sister web sites.

3. Information you post on our website

Information you send to us by posting to a forum or blog or in an email, is stored on our servers. We do not specifically use that information except to allow it to be read, but you will see in our terms and conditions that we reserve a right to use it in any way we decide.

4. Website usage information

We may use software embedded in our website (such as JavaScript) to collect information about pages you view and how you have reached them, what you do when you visit a page, the length of time you remain on the page, and how we perform in providing content to you. We do not presently associate such information with an identifiable person.

5. Information we obtain from third parties

Although we do not disclose your personal information to any third party (except as set out in this notice), we do receive data which is indirectly made up from your personal information, from software services such as Google Analytics and others. No such information is identifiable to you.

6. Content you provide to us with a view to be used by third party

If you provide information to us with a view to it being read, copied, downloaded or used by other people, we accept no responsibility for what that third party may do with it. It is up to you to satisfy yourself about the privacy level of every person who might see your information. If it is available to all the World, you have no control whatever as to how it is used.

7. Cookies

Cookies are small text files that are placed on your computer’s hard drive through your web browser when you visit any web site. They are widely used to make web sites work, or work more efficiently, as well as to provide information to the owners of the site.

Like all other users of cookies, we may request the return of information from your computer when your browser requests a web page from our server. Cookies enable our web server to identify you to us, and to track your actions and the pages you visit while you use our website. The cookies we use may last for a single visit to our site (they are deleted from your computer when you close your browser), or may remain on your computer until you delete them or until a defined period has passed.

8. Sending a message to us via our website

When you send a message, we collect the data you have given to us in that message to obtain confirmation that you are entitled to receive the information and to provide to you the information you need. We record your request and our reply to increase the efficiency of our business / organisation.

9. Job application and employment

If you send us information regarding a job application, we may keep it for up to three years in case we decide to contact you at a later date.

If we employ you, we collect information about you and your work from time to time throughout the period of your employment. This information will be used only for purposes directly relevant to your employment. After your employment has ended, we will keep your file for six years before destroying or deleting it.

10. Marketing information

With your permission we pass your email address and name to selected associates whom we consider may provide services or products you would find useful. You may opt out of this service at any time by instructing us at www.bbhatfieldmahindra.co.za.

11. Re-marketing

We may use re-marketing from time to time. This involves Google or some other supplier placing a tag or marker on your website to be able to serve to you an advert for our products / services when you visit some other website.

12. Affiliate information

This is information given to us by you in your capacity as an affiliate of us or a customer or client of ours. Such information is retained for business use only. We undertake to preserve the confidentiality of the information and of the terms of our relationship. It is not used for any other purpose. We expect any affiliate to agree to reciprocate this policy. As an exception to this, we have the right to disclose your first name and URL of your affiliate connection to other affiliates and to any other person or organisation, on and off site. The reason is solely to enable us to mention winners and others whose performance as an affiliate is in some way outstanding.

13. Use of site by children

We do not market to children, nor do we sell products or services for purchase by children. If you are under 18, you may use our site only with consent from a parent or guardian

14. Disclosure to Government and their agencies

We are subject to the law like everyone else. We may be required to give information to legal authorities if they so request or if they have the proper authorisation such as a search warrant or court order.

15. Compliance with the law

This confidentiality policy has been compiled so as to comply with the law of every jurisdiction in which we aim to do business. If you think it fails to satisfy the law of your country, we would like to hear from you, but ultimately it is your choice as to whether you wish to use our website.

16. Review or update personally identifiable information

At any time you may review or update the personally identifiable information that we hold about you, by contacting us. To better safeguard your information, we will also take reasonable steps to verify your identity before granting access or making corrections to your information.

17. Removal of your information

If you wish us to remove personally identifiable information from our web site, you may contact us at www.bbhatfieldmahindra.co.za. To better safeguard your information, we will also take reasonable steps to verify your identity before granting access or making corrections to your information.

18. Data may be “processed” outside South Africa

Our web sites are hosted overseas. We also use outsourced services in countries outside South Africa from time to time in other aspects of our business. Accordingly, data obtained within South Africa may be “processed” outside South Africa and data obtained in any other country may be processed within or outside that country.

Complaints Policy

Policy Area

All departments

Sales, Service, Parts

Approved Date

08 May 2018

Approved By

All Directors

Responsible Manager

Key Individuals & Dealer Principal

Effective Date

08 May 8, 2018

Current Version

2018

1.0

This policy is intended to guide customers and staff to meet the organisation’s complaints management process in respect of customer services. To ensure that our customers are treated fairly, and to ensure that our complaints management procedure is effective, efficient, transparent and accessible, any customer who lodges a complaint shall be provided with a written copy of this policy and details of the procedure which we follow when a complaint is received.

Sope

This policy covers all individuals working at all levels and grades, including managers, officers, directors, employees, consultants, contractors, trainees, homeworkers, part-time and fixed-term employees, casual staff and volunteers (collectively referred to as staff or employees). All staff are responsible for their own compliance with this policy and for ensuring that it is consistently applied. All staff should ensure that they take the time to read and understand their roles and responsibilities in respect of it. Breach of this policy will be dealt with under our Disciplinary Procedure and may be treated as gross misconduct which could result in dismissal.

Review of this Policy

The policy shall be reviewed annually to ensure that it meets legal requirements and reflects best practice. All staff are to be trained in respect of this policy and understand their roles and responsibilities in respect of it.

Definition of a Complaint

A complaint can be defined as an event where you, as our client, are of the opinion that we or any of our staff provided services and you feel:

  • that we or our staff did not comply with industry standards or legal requirements and that you suffered/ will suffer financial prejudice or damage as a result

  • that we intentionally or negligently gave advice or rendered a service which caused you prejudice or damage or is likely to cause damage; or

  • that we treated you unfairly

OUR COMMITMENT

  • Our Complaints policy and procedure has been drafted in accordance with regulatory requirements, and in order to ensure that you are treated fairly

  • Our Complaints Policy and Procedures will be made available to you on request

  • We will attend to, and resolve any complaint timeously and fairly.

  • All relevant staff will be trained with regard to the resolution of complaints in accordance with acceptable industry standards.

  • Records of all complaints will be kept for a minimum period of 5 years. Please note that this is a statutory recordkeeping requirement in terms of FAIS, and as such, all your personal information (as per the Protection of Personal Information Act – POPI) submitted will similarly be held for this period. The information will be made available to/ processed by our staff where required, as well as our compliance practice for audit purposes, the Regulator (FSCA) and any Ombud who has jurisdiction. It is our business practice to retain records indefinitely so that we can identify possible trends and avoid similar complaints going forward, therefore we will keep this information in accordance with our internal policies.

  • Corrective measure will be taken to ensure that problems and shortcomings identified will not happen again.

Obligations of our Staff

  • Our staff must adhere to our internal requirements, as well as the requirements of applicable legislation at all times; and

  • Our staff must ensure that all complaints received are forwarded to the responsible managers and Dealer Principals.

Procedure when submitting a complaint

All complaints must be in writing and must be sent by email to the relative department manager and Dealer Principal of the dealership.

If the complaint falls within the scope if the FAIS act in terms of a Financial Service/Advice, it will be referred to the Key Individual.

The following information must be provided in order for us to assist:

  • Your  name, surname and contact details;

  • A complete description of your complaint including details of the person, area or institution;

  • Details of when and where the transaction took place;

  • The name of the person who provided you with the service;

  • All documentation relating to your complaint; and

  • Method of preferred communication (preferably email).

Procedure when we have received your complaint

When we receive your complaint, we will:

  • Acknowledge receipt, in writing, within 3 business days and add your complaint to our internal complaints register

  • Your complaint will be allocated to an appropriate person for further investigation. This will not be the person against whom the complaint is being lodged.

  • We may ask for additional  information if needed; If you need further assistance from us, in order to clarify your complaint, we are happy to help.

  • We will investigate, attempt to resolve and respond within 21 days of receiving your complaint, or after receiving any additional information we require;

  • If we require further time to investigate the complaint, this will be communicated to you in writing.

  • We will let you have our response in writing with full reasons. Please note that certain decisions may have to be approved by the governing authority of the group. In such a case, we will communicate that fact to you, as well as the date on which a decision will be taken.

  • In the event of us not being able to resolve the complaint or if you are not satisfied with our response, the complaint may be pursued, within a six (6) month’s period, with the relevant Ombud who has jurisdiction, contact details below. Alternatively, you may approach your own legal counsel.

  • NOTE: We are required to be provided with a six-week period within which to resolve any complaint, before the relevant Ombud will have jurisdiction.

Ombud Complaints

  • The FAIS Ombud will not adjudicate in matters in excess of R800 000

  • If you already instituted action in a court of law in respect of this complaint, the relevant Ombud will not consider the complaint

  • If the complaint was not resolved through conciliated settlement, the Ombud may make a determination which has the same legal status of a civil court judgement.

  • An award of costs may be made against the person complained against.

  • An award of costs may be made against a complainant if the conduct of the complainant was improper or unreasonable, or if the complainant caused an unreasonable delay in the finalisation of the investigation

Ombud Contact Details

The FAIS Ombud

Telephone No: 012 762 5000 / 012 470 9080

E-mail: info@faisombud.co.za

Long term Ombud

Telephone No: 021 657 5000 / 0860 103 236

E-mail: info@ombud.co.za

Short Term Ombud

Tel. 011 726 8900

E-mail. info@osti.co.za

Motor Industry Ombud

Tel. 0861 164 672

E-mail: info@miosa.co.za

In the event of us not reverting to you within the time periods indicated above, kindly contact:

  • Vehicle Sales (New and Used)

    • Francois Scheepers

082 568 2986

francois@bbgroup.co.za

  • Aftersales (Parts and Workshop)

    • Hugo Richards

071 360 1126

hugo@bbgroup.co.za

Treating Customers Fairly Policy Statement

The BB Motor Group believes that the fair treatment of customers is essential to the success of its business. Customers are our most valuable asset and are a key stakeholder in the business, both directly and because of the influence the quality of the customer experience has on the businesses’ relationships with other crucial stakeholders.

We are fully committed to providing the highest standards of customer-centric financial services and our aim is to ensure we deliver a user-friendly, robust, reliable and cost-effective service. Treating Customers Fairly principles (TCF) are applied across all business sectors in the course of our general business activities.

Our treating customers fairly (TCF) policy is centred around the guidance provided by the Financial Services Conduct Authority (FSCA) to ensure we consistently deliver fair outcomes to our customers and take responsibility for the business and staff (at all levels) providing an enhanced service quality to customers, based on a culture of openness and transparency.

This Policy Statement has been prepared in order to demonstrate compliance with the six desired outcomes of the FSB’s 6 TCF Principles

PILLAR NO OUTCOME

DESIRED OUTCOME

1.

TRUST

Consumers can be confident that they are dealing with a motor dealership where the fair treatment of customers is central to our culture.

2.

RIGHT PRODUCT

Products and services marketed and sold are carefully selected to meet the needs of identified consumer groups and are targeted accordingly.

3.

INFORMED

Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.

4. CUSTOMER NEEDS

Where consumers receive advice, the advice is suitable and takes account of their circumstances.

5.

MEET EXPECTATIONS

Consumers are provided with products that perform as they have been led to expect and the service is of an acceptable standard.

6.

EASY

Consumers do not face unreasonable post-sale barriers imposed by the dealership to make product enquiries, submit claims or lodge complaints.