Privacy Policy

Effective Date: 3 June 2026 BFW Metering — Telephone: 082 773 7243 — E-mail: info@bfwmetering.co.za

1. Introduction

BFW Metering respects the privacy of our customers, clients, residents, tenants, property owners, bodies corporate, managing agents, homeowners associations, trustees, website visitors and other persons who interact with us.

This Privacy Policy explains how BFW Metering collects, uses, stores, shares and protects personal information when you use our website, contact us, make a payment, purchase prepaid utilities, request support, or use any of our metering, vending, billing, account management, utility management or related services.

We process personal information in accordance with applicable South African privacy laws, including the Protection of Personal Information Act, 4 of 2013 (POPIA), and any other applicable laws relating to utility management, accounting, tax, audit, municipal services and business operations.

By using our website or services, contacting us, making a payment, or providing personal information to us, you acknowledge that your personal information may be processed as described in this Privacy Policy.

2. Information Officer

The Information Officer is responsible for privacy-related queries, POPIA requests, access requests, correction requests, objection requests and complaints relating to personal information processed by BFW Metering.

Information Officer: Jan Westenraad
E-mail: jan@bfwmetering.co.za
Telephone: 082 773 7243
Website: https://www.bfwmetering.co.za/

3. Information We May Collect

Depending on the service provided and the nature of your relationship with us, we may collect and process the following categories of personal information:

Name and surname
Contact number and email address
Physical address, property address, complex name, unit number, stand number or service address
Meter number, account number, customer reference, tenant reference, owner reference or property reference
Utility usage information, meter readings, consumption data and token/vending information
Payment details, transaction references, proof of payment, refund details and billing history
Invoices, statements, account balances, arrears information and account communication history
Support requests, queries, complaints, call notes and other communication records
Information provided by property owners, landlords, bodies corporate, trustees, homeowners associations, managing agents or municipalities for utility management purposes
Technical information relating to website, app, payment platform, meter, vending system, portal or system use, where applicable
Any other information reasonably required to provide, administer, protect or improve our services.

We do not store full card details on our own website or systems. Online card payments are processed securely by our approved payment service provider.

4. How We Collect Personal Information

We may collect personal information directly from you, automatically through our systems, or from authorised third parties. This may include information collected when:

You contact BFW Metering through our website, email, telephone, WhatsApp, app, payment platform, support channel or any other communication channel.
You purchase prepaid electricity, water and sanitation or other utility services.
You make a payment, submit proof of payment, request a refund or raise a payment allocation query.
You request technical support, customer service, maintenance, meter assistance or account assistance.
A property owner, landlord, body corporate, homeowners association, trustee, managing agent or municipality provides information to us for utility management purposes.
We receive information from metering, vending, payment, municipal, software, hosting, banking or technical service providers.
You otherwise engage with BFW Metering or use our services.

5. Legal Basis for Processing Personal Information

BFW Metering processes personal information only where legally permitted, including where:

You have consented to the processing, where consent is required.
Processing is necessary to provide prepaid electricity, water and sanitation, gas, metering, vending, billing, payment allocation, utility management or related services.
Processing is necessary to perform or conclude a service agreement or arrangement with a customer, property owner, body corporate, homeowners association, managing agent, resident, tenant or other relevant party.
Processing is required to comply with legal, accounting, tax, audit, municipal, regulatory or reporting obligations.
Processing is necessary to protect BFW Metering’s legitimate interests, including fraud prevention, payment allocation, account management, dispute resolution, debt management, system security and service continuity.
Processing is necessary to protect the rights, interests or obligations of customers, residents, tenants, property owners, bodies corporate, managing agents, municipalities or other relevant parties involved in the provision of utility services.

6. How We Use Personal Information

BFW Metering may use personal information for the following purposes:

To provide prepaid electricity, water and sanitation, gas, metering, vending and related utility services.
To allocate payments to the correct customer, account, meter, property, unit, tenant or owner.
To issue, confirm or assist with prepaid tokens, credits, utility top-ups and vending transactions.
To manage customer accounts, statements, invoices, billing records, arrears, refunds and payment queries.
To provide technical support, maintenance, customer service and service-related communication.
To communicate important notices, service interruptions, meter issues, account-related information or system updates.
To investigate failed transactions, duplicate payments, incorrect allocations, suspicious activity, complaints or disputes.
To prevent fraud, misuse, unauthorised transactions, incorrect allocations, system abuse or unlawful activity.
To comply with legal, accounting, tax, audit, municipal and regulatory obligations.
To maintain business records and protect the legal rights and obligations of BFW Metering and other relevant parties.
To improve our services, systems, processes, security and customer experience.

7. Sharing of Personal Information

We may share necessary personal information with trusted third parties where required to provide our services, manage accounts, process payments, comply with legal obligations, or protect legitimate interests. These third parties may include:

Payment service providers, banks and financial institutions.
Metering, vending, software, hosting, communication, cloud and technical service providers.
Property owners, landlords, bodies corporate, trustees, homeowners associations or managing agents, where relevant to the service.
Municipalities, utility providers, regulatory authorities or government bodies, where required or permitted by law.
Accountants, auditors, bookkeepers, tax advisors, legal advisors, debt collection service providers or compliance service providers.
Law enforcement, courts, regulators or other authorities, where legally required or where necessary to protect rights or investigate unlawful activity.

We do not sell personal information to third parties. Where third parties process personal information on our behalf, we take reasonable steps to ensure that they process such information confidentially, securely and in accordance with applicable law.

8. Payment Information

Payments made through our website, app, payment links, prepaid vending channels or other digital payment channels may be processed by third-party payment service providers.

These providers may collect and process payment information in order to authorise, process, settle, verify, refund or investigate transactions. BFW Metering does not store full bank card information on its own website or systems.

Customers are responsible for ensuring that payment references, proof of payment details and account information are correct when making payments. Incorrect payment references may delay allocation, token issuing, refunds or account updates.

9. Security Safeguards

BFW Metering takes reasonable technical and organisational steps to protect personal information against loss, unauthorised access, misuse, alteration, disclosure or destruction. These measures may include access controls, secure systems, confidentiality controls, password protection, system monitoring, backups and reasonable security practices appropriate to the nature of the information and services provided.

However, no electronic system, website, email, payment channel, app, portal or internet transmission can be guaranteed to be completely secure. Customers are responsible for keeping their own account details, login information, OTPs, passwords, proof of payment and personal information safe.

10. Security Breaches

If BFW Metering becomes aware of a security compromise involving personal information, we will take reasonable steps to investigate, contain and address the incident.

Where required by law, we will notify affected data subjects and the Information Regulator. Such notification may include, where reasonably possible, the possible consequences of the compromise, the measures taken or proposed by BFW Metering, and recommended steps that affected persons can take to reduce possible harm.

11. Retention of Information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, or as required for service delivery, account management, payment allocation, refunds, legal claims, accounting, tax, audit, municipal, regulatory or dispute-resolution purposes.

Certain financial, billing, transaction, utility, meter, consumption and account records may be retained for longer periods where required by law or where reasonably necessary to protect the rights and obligations of BFW Metering, customers, property owners, bodies corporate, managing agents, municipalities or other relevant parties.

Where information is no longer required, we will take reasonable steps to delete, destroy, de-identify or securely archive it, where appropriate and legally permitted.

12. Further Processing

BFW Metering will not use personal information for purposes unrelated to the purpose for which it was collected, unless the further processing is compatible with the original purpose, permitted or required by law, necessary for legitimate business or legal reasons, or consent has been obtained where required.

13. Information Quality

We take reasonable steps to ensure that personal information in our possession is complete, accurate, not misleading and updated where necessary, taking into account the purpose for which it is processed.

Customers, residents, tenants, property owners, bodies corporate, managing agents and other parties who provide information to BFW Metering are responsible for ensuring that the information they provide is accurate and updated when circumstances change.

14. Customer Rights

Subject to applicable law, data subjects may request:

Access to personal information held by BFW Metering.
Correction or updating of inaccurate, outdated or incomplete information.
Deletion or destruction of personal information where legally permitted.
Details about how personal information is processed.
Restriction of certain processing activities, where applicable.
Objection to certain processing activities, where applicable.
Withdrawal of consent where processing is based on consent.

These rights may be limited where BFW Metering is legally required or reasonably entitled to retain or process information, including for service delivery, payment allocation, refunds, legal claims, accounting, tax, audit, municipal, regulatory, fraud prevention, security or dispute-resolution purposes.

15. Submitting a Privacy Request

Requests to access, correct, delete, restrict or object to the processing of personal information must be submitted in writing to BFW Metering using the contact details in this policy.

BFW Metering may require proof of identity, proof of authority or supporting information before processing a request. We may refuse, limit or delay a request where permitted or required by law, including where information must be retained for legal, accounting, audit, tax, municipal, dispute-resolution, fraud-prevention or service-related purposes.

If a request to delete or restrict information affects our ability to provide metering, vending, billing, payment allocation or utility management services, BFW Metering may be unable to continue providing some or all services to the affected person or property.

16. Marketing and Service Communications

BFW Metering may send service-related communications that are necessary or reasonably required for account, payment, meter, utility, vending, billing, support, maintenance or service purposes.

We will only send marketing communications, newsletters or promotional updates where permitted by law or where consent has been obtained, where required. You may opt out of marketing communications at any time. Opting out of marketing communications will not prevent BFW Metering from sending necessary service-related communications.

17. Cookies and Website Information

Our website may use cookies or basic analytics tools to improve website functionality, understand website traffic, improve user experience and support website security.

You may adjust your browser settings to refuse cookies, but some website features may not function correctly if cookies are disabled.

18. Third-Party Websites and Platforms

Our website, app, messages, payment links or communications may contain links to third-party websites, payment platforms, banking platforms, service providers or other external platforms. BFW Metering is not responsible for the privacy practices, content, terms, security or availability of third-party websites or platforms.

Customers should review the privacy policies and terms of any third-party platforms they use.

19. Information Regulator

If you believe that your personal information has been processed unlawfully, you may lodge a complaint with the Information Regulator South Africa.

Website: https://www.inforegulator.org.za/
E-mail: complaints.IR@inforegulator.org.za
General enquiries: enquiries@inforegulator.org.za

Please verify the latest Information Regulator contact details before submitting a complaint, as these may change from time to time.

20. Updates to This Policy

BFW Metering may update this Privacy Policy from time to time to reflect changes in our services, systems, legal requirements, payment methods, utility management processes or business operations. The latest version will be published on our website and will apply from the effective date stated in the policy.

21. Contact Details

For privacy-related queries, POPIA requests or complaints, please contact us:

BFW Metering
Website: https://www.bfwmetering.co.za/
E-mail: jan@bfwmetering.co.za
Telephone: 082 773 7243
Information Officer: Jan Westenraad