Privacy Policy

MRM Support ("we", "us") provides customer experience research, close-the-loop, call centre and support infrastructure services. We are committed to protecting personal information in accordance with the Protection of Personal Information Act, 2013 (POPIA). This policy explains what we collect, why, and your rights.

• Website visitors: name, email and company details you submit via our forms — to respond to your enquiry.
• Survey and research participants: contact details and responses collected during CX/EX research and close-the-loop fieldwork — processed on behalf of our clients (the responsible parties) to measure and improve customer and employee experience.
• Call centre interactions: contact details and interaction records needed to handle queries on our clients' behalf.

We collect only what these purposes require, and we do not sell personal information or use it for unsolicited electronic direct marketing.

This website uses PostHog to understand how the site is used, so we can improve it. It records pages viewed, the referring source, approximate location derived from your IP address, and device and browser type.

We ask before we do this. Nothing is collected until you accept cookies on the banner shown on your first visit, and declining leaves the site fully usable. You can change your mind at any time by clearing this site's data in your browser, which brings the banner back. We also honour your browser's "Do Not Track" setting.

Analytics data is collected anonymously. We link it to you personally only if you choose to give us your details — for example by submitting the contact form — in which case we use it to respond to your enquiry and to understand which content led to it. We do not record the content of your enquiry in our analytics.

PostHog processes this data outside South Africa, and we ensure the transfer meets the conditions of section 72 of POPIA.

We use vetted service providers (cloud hosting, email, productivity tools) under data processing terms. Research and support data is processed primarily in South Africa; where a service provider processes data outside South Africa, we ensure the transfer meets the conditions of section 72 of POPIA.

We protect personal information with encryption in transit and at rest, role-based least-privilege access, managed and encrypted company devices, and a documented security incident response plan. Personal information is kept only as long as the engagement or the law requires, after which it is returned to the client or securely destroyed.

• Be notified when your personal information is collected;
• Request access to the personal information we hold about you;
• Request correction, destruction or deletion of your personal information;
• Object to processing, including for direct marketing;
• Lodge a complaint with the Information Regulator.

Where we process data as an operator for a client, we will refer your request to the client and assist them to resolve it. See our PAIA Manual for how to make a formal request.

Information Officer: Laura M Stucky (Information Regulator registration 18193/2021-2022/IRRTT)
Email: hello@mrmsupport.co.za (attention: Information Officer)
Phone: +27 11 476 3932

Information Regulator (South Africa): Woodmead North Office Park, 54 Maxwell Drive, Woodmead, Johannesburg · enquiries@inforegulator.org.za · 010 023 5200

We may update this policy from time to time; the "Last updated" date above reflects the current version. Material changes will be communicated to affected clients and, where appropriate, on this page.