HUAWEI TECHNOLOGIES AFRICA (PTY) LTD including its affiliate companies (as well all references to "our", "us", "we" or "company" within this policy are deemed to refer to "HUAWEI") operate and manage this website.
We understand the importance of your privacy. Please take the time to read this Privacy Notice carefully to understand how we will use your personal information.
This statement describes:
What personal information we collect.
How we use your personal information.
How we share your personal information.
How long we retain your personal information.
Your rights and choices.
Updates to this Statement.
1. What personal information we collect
We shall collect and use your personal information only for the purposes stated in this Statement. Personal information refers to any information that enables us to directly or indirectly identify you as a user and as defined in the Protection of Personal Information Act no 4 of 2013 as amended (“POPI”)
We may collect and process the following personal information from you, depending on the types of services you use on this website:
(1) Contact details: Name, email address, phone number, delivery address ,postcode and postal address, to contact you and as necessary to arrange device delivery/collection.
(2) Device details: device model, Device Identifier(SN).
(3) Customer services information: your contact details, and a record of your HUAWEI Support query by email, live chat, hotline or social media direct message.
(4) Artificial intelligence (AI) Bot: we process your device details and contact details to provide you with the AI Bot service. Please do not provide personal information that is irrelevant to your enquiries.
2. How we use your personal information
2.1 To provide you with requested services and to fulfil our contractual obligations to you, we process the following personal information for the associated purposes. Unless otherwise stated in this Statement, you will no longer be able to enjoy the relevant service(s) if you refuse the collection and processing of your personal information for these services.
Your Personal Information will be stored in data centers located in Singapore.
(1) Warranty-Query: to check your device is within the vendor legal warranties at https://consumer.huawei.com/za/support/warranty-policy/ and repair in-warranty devices, we process your device details and customer services information.
(2) Repair Status Inquiry and Spare Part Price Query: we process your device details (SN/SR/mobile phone) to enable you to track your repair Status online or to check product's spare part price.
(3) Postal Repair Service: we process your contact details, address and device information to enable you to collect and deliver devices from your home address or selected collection point.
(4) Appointment Service: we process your contact details and device information and to make contact with you regarding service centers and repair services.
(5) Customer service: We use your contact details to contact you when tracking problems, we collect interactive messages for service backtracking and quality improvement.
2.2 On the basis of our legitimate interests, we process the following personal information for the associated purposes:
Customer inquiries: we process your HUAWEI ID account information, your contact details and customer services information to assist you with your questions and queries, orders, returns, troubleshooting, FAQs, and all other customer inquiries, whether that inquiry is by hotline, email, live chat, AI Bot or social media.
If you consult our live chat or AI Bot after you login to the website using your HUAWEI ID, your HUAWEI ID account information, including your profile picture, username and cookies data will be used and displayed in the chat box. If you did not login to the website using your HUAWEI ID when using our live chat or AI Bot service, your HUAWEI ID profile picture and username will not be used and displayed in the chat box.
2.3 On the basis of our legitimate interests, we process the following personal information for the associated purposes:
Marketing: with your consent, we process your email and/or phone number and cookie data for marketing purposes, including customer satisfaction feedback surveys.
You can object to the use of your personal information for marketing purposes at any time. For further details how, please see Section 5: Your rights and choices.
For further details on our use of cookies, please see our Cookies
Notice https://consumer.huawei.com/za/legal/cookie-policy/. You have the right to withdraw your consent at any time, without affecting the lawfulness of processing based on consent before your withdrawal.
3. How we share your personal information
(1) Sharing with service providers: We use intragroup and third-party service providers, including payment services providers, customer service agents and repair companies. They will have access to your personal information only as required to fulfil their contractual obligations to us. Our service providers have been carefully selected and commissioned by us, are bound by contract and will not process your personal information for any other purposes.
(2) Sharing within group companies: To check whether your device is within warranty, we will share your IMEI/SN and proof of purchase with HUAWEI Device Co., Ltd., which records the date of activation of your device. We will also share non-personally identifiable information, such as device model and broken parts, with HUAWEI Device Co., Ltd., for the purposes of spare parts forecasting and repair supplier settlement. In order to improve HUAWEI’s AI service technology, on the basis of our legitimate interests we share your anonymised AI Bot chat recordings with our AI team in HUAWEI Device Co., Ltd.
(3) Sharing with third parties: We share your personal information with delivery and logistics providers to deliver or collect devices to/from you. They will have access to your personal information only insofar as required to fulfil their contractual obligations to us. Our services providers have been carefully selected and commissioned by us, are bound by contractual obligations and will not process your personal information for any other purposes.
(4) Legal or regulatory disclosures: HUAWEI may share your personal information to meet requirements of applicable law and regulation, in response to requests from regulators, courts or government agencies, or to establish or defend our legal rights.
(5) Business reorganisation: Your personal information may also be disclosed as part of merger, acquisition, sale of assets (such as service agreements) or transition of service to a HUAWEI group or other company.
4. How long we retain your personal information
We retain your personal information for no longer than is necessary. In particular:
(1) Your repair service information: Device identifier (IMEI/SN) will be retained for up to 36 months from the date of your last contact with us. Name, Email address, address, phone number will be retained for up to 24 months from the date of your last contact with us.
(2) Chat record and email content will be retained for 6 months from the date of your last contact with us. Hot line record will be retained for 12 months. In other Social media (webapps), chat record will be retained for 12 months. Your AI Bot chat record will be retained for up to 24 months from the date of your last contact with us.
(3) HUAWEI Promotion or Competition information: information of promotion or competition/ claiming recipient (including name, phone number, post code, shipping address, email address, billing address, billing name), and based on which, we will process and verify your claim for the promotion or competition gift/ reward and proceed to action delivery of the promotion or competition gift/ reward will be retained for a period of 2 years.
(4) When you make query on warranty and repair status, the Device Identifier (SN/SR/mobile phone) will be used to check the information. This information will be deleted immediately after use and will not be stored.
In relation to each of the retention periods above you can specifically request for earlier deletion by exercising your rights of objection and erasure under Section 5: You rights and choices. Requests will be handled in accordance with applicable legal requirements.
5. Your rights and choices
| Your right | Description | How to exercise your rights? |
| Right of access | You can receive a copy of personal information we process from you. | You can exercise your data subject rights here. |
| Right of portability | You can receive certain personal information that you have provided to us in a machine-readable format. |
If you need to obtain a digital copy of your personal information: You can exercise your data subject rights here. |
| Right of erasure | You can have your personal information erased under certain conditions. | You can exercise your data subject rights here. |
| Right of rectification | You can have your inaccurate personal information corrected and incomplete personal information completed. | You can exercise your data subject rights here. |
| Withdraw consent | You can withdraw consent to the processing of personal information based on your previously obtained consents. |
If you want to unsubscribe from the electronic communications, in the email you receive, please click the link for un-subscription. For notification, please go to your browser settings to withdraw your consent in the respective browser. |
| Right to object | You can object to processing of your personal information to certain purposes such as direct marketing. | You can exercise your right of objection here. |
| Right to restrict processing | You can restrict processing of your personal information under certain conditions. |
You have the right to request for restriction of processing of your personal information here under the following scenarios: • The accuracy of your personal information is contested by you, and we need a period to verify the accuracy of your personal information. • Your personal information is unlawfully processed but you do not want to erase it. • You have a legal claim that you need to establish, exercise, or defend, and you requested us to keep your personal information when we would not keep it otherwise. • Your request for objection is pending our verification. |
| Withdraw your consent | You can withdraw consents to the processing of personal information based on your consents. | You can exercise your data subject rights here. |
To contact our Information Officer, or for any questions or complaints about the processing of your personal information by HUAWEI, please click here.
In addition, you have the right to file a complaint with your local personal information protection authority, or any other competent authority.
How Do We Update this Privacy Notice?
We encourage you to regularly check for the latest version of this Privacy Notice on our official website as we may update it from time to time. If we make material changes to this Privacy Notice, we will notify you using an appropriate method, such as through a notification dialog box, notification message on your device, email, etc., depending on the nature of the change.
The most current version of this Privacy Statement will be available here. You can check the “effective date” posted at the top to see when this Privacy Statement was last updated.
IMPORTANT: This Privacy Statement applies to this website only. Please note that your use of the social media platform may also involve data processing operations of the relevant platform and please refer to the data protection guidelines of the provider respectively. In addition, due to the nature of the Internet, contributions published by you on this or other pages of the social media platform are available worldwide. For our privacy commitments in relation to other products and services, please see the applicable privacy notice of those products and services. If you want to learn more about HUAWEI’s privacy commitments in general, please read our HUAWEI Consumer Business Privacy Statement.