Privacy policy for Lusaka Water Supply and Sanitation Company
Effective date:
At Lusaka Water Supply and Sanitation Company we recognize the importance of protecting your personal information and are committed to processing it responsibly and in compliance with applicable data protection laws in all countries in which Lusaka Water Supply and Sanitation Company operates. This Privacy Policy outlines how we collect, use, disclose, and protect your personal information in connection with our water supply and sanitation services.
Why and how we collect and use your personal information
We may collect your personal information as an individual for various purposes, such as the following:
Personal Information
- Name, address, email, and phone number.
- Customer account details, such as service connection numbers.
- Billing and payment information.
Usage Information
- Water and Sanitation consumption data.
- Sewerage and sanitation usage information.
- Service feedback and communication records.
Technical Information
- IP addresses and device information when you use our online platforms.
- Log data and cookies when visiting our website.
Regulatory and Compliance Information
- Information required by law for regulatory compliance, such as government-issued identification for new service connections.
Access and use of websites or other online services
When entering one of our websites, or using an online service, we will record information necessary to provide you with access, for the operation of the website and for us to comply with security and legal requirements in relation to operating our site, such as passwords, IP address and browser settings. We also collect information about your activities during your visit in order to personalize your website experience, such as recording your preferences and settings, and to collect statistics to help us improve and further develop our websites, products and services.
Responding to your request for information, order, or support
When you contact us (online or offline) in connection with a request for information, to order a product or service, to provide you with support, or to participate in a forum or other social computing tool, we collect information necessary to fulfil your request, to grant you access to the product or service, to provide you with support and to be able to contact you. For instance, we collect your name and contact information, details about your request and your agreement with us and the fulfilment, delivery and invoicing of your order and we may include client satisfaction survey information. We retain such information for administrative purposes, defending our rights, and in connection with our relationship with you. When you provide your name and contact information to register in connection with such a request, the registration may serve to identify you when you visit our websites. For ordering of most services and products we require you to have registered a Lusaka Water Supply and Sanitation Company id. Registration may also allow you to customize and control your privacy settings.
Your use of Lusaka Water Supply and Sanitation Company Mobile Application
We collect information about your use of Lusaka Water Supply and Sanitation Company mobile application to enable product features to operate, improve your user experience, tailor our interactions with you, inform our clients on the overall use of the services, provide support and improve and develop our products and services.
Contacting employees of our clients, prospects, partners and suppliers
In our relationship with clients or prospects, partners and suppliers, they also provide us with business contact information (such as name, business contact details, position or title of their employees, contractors, advisors and authorized users) for purposes such as contract management, fulfilment, delivery of products and services, provision of support, invoicing and management of the services or the relationship
Visitor information
We register individuals visiting our sites and locations (name, identification and business contact information) and use camera supervision for reasons of security and safety of persons and belongings, as well as for regulatory purposes.
Marketing
Most information we collect about you comes from our direct interactions with you. When you register for an event we may collect information (online or offline) in relation to the event organization, and during an event, such as participation in sessions and survey results. We combine the personal information we collect to develop aggregate analysis and business intelligence for conducting our business and for marketing purposes. You can choose to receive information by email or telephone about our products and services, or sign-up for subscriptions. When visiting our websites or using our services we may provide you with personalized information.
Where we reference that we use your personal information in connection with a request, order, transaction or agreement (or preparing for the same), or to provide you with services that you requested (such as a website), we do this because it is necessary for the performance of an agreement with you. Where we reference that we use your personal information in relation to marketing, improvement or development of our products or services, for reasons of safety and security, or regulatory requirements other than in connection with your agreement or request, we do this on the basis of our or a third party’s legitimate interests, or with your consent.
Sharing of Personal Information
As an organization that offers water supply and sanitation services, we do not sell your personal information. However, we may share your information under the following circumstances
Service Providers: With third-party vendors who assist in billing, payment processing or service delivery.
Regulatory Bodies: To comply with laws, regulations or legal processes.
Business Partners: If required to maintain or improve service delivery (e.g., infrastructure partnerships).
Emergency Situations: To respond to public health concerns or emergencies involving water supply or sanitation.
In some cases, Lusaka Water Supply and Sanitation Company uses third party vendors which may be located outside Zambia to collect, use, analyze, and otherwise process personal information on its behalf. Where appropriate, Lusaka Water Supply and Sanitation Company may also share your personal information with selected partners to help us provide you, or the company you work for, products or services, or to fulfil your requests, or with your consent. When selecting our suppliers and partners, we consider their data handling processes.
If Lusaka Water Supply and Sanitation Company decides to sell, buy, merge or otherwise reorganise its business, such a transaction may involve the disclosure of personal information to prospective or actual purchasers, or the receipt of such information from sellers. It is Lusaka Water Supply and Sanitation Company’s practice to require appropriate protection for personal information in these types of transactions.
Please be aware that in certain circumstances, personal information may be subject to disclosure to government agencies pursuant to judicial proceeding, court order, or legal process.
We may also share your personal information to protect the rights or property of Lusaka Water Supply and Sanitation Company, our business partners, suppliers or clients, and others when we have reasonable grounds to believe that such rights or property have been or could be affected.
Information Security and Accuracy
We intend to protect your personal information and to maintain its accuracy. Lusaka Water Supply and Sanitation Company implements reasonable physical, administrative and technical safeguards to help us protect your personal information from unauthorized access, use and disclosure. For example, we encrypt certain sensitive personal information such as credit card information when we transmit such information over the Internet. We also require that our suppliers protect such information from unauthorized access, use and disclosure.
Retention Period
We will not retain personal information longer than necessary to fulfil the purposes for which it is processed, including the security of our processing complying with legal and regulatory obligations (e.g. audit, accounting and statutory retention terms), handling disputes, and for the establishment, exercise or defense of legal claims in the countries where we do business.
Third-party Websites
The mobile app may contain links to third-party websites. We are not responsible for the privacy practices of these websites and encourage you to read their privacy policies.
How to contact us
If you have a question related to this Privacy Statement, please contact us by sending an email to cutomerservice@lwsc.com.zm your message will be forwarded to the appropriate members of Lusaka Water Supply and Sanitation Company’s Team.
Lusaka Water Supply and Sanitation Company is not the controller in situations such as:
Personal information processed in connection with a contractual relationship, or with entering into a contractual relationship with a specific Lusaka Water Supply and Sanitation Company partner. In this case the controller of personal information is the Lusaka Water Supply and Sanitation Company’s partner contracting company, which is the legal entity with which you or your employer have, or will have, the contract.
Personal information collected on the physical site or location of a Lusaka Water Supply and Sanitation Company partner. In this case that partner is the controller of the personal information.
Your Rights
You have the following rights regarding your personal information:
- Access: You can request access to the personal information we hold about you.
- Correction: You can request corrections to inaccurate or incomplete information.
- Deletion: You can request deletion of your information, subject to legal and contractual obligations.
- Objection: You may object to the processing of your information for specific purposes, such as marketing.
To exercise your rights, contact us at cutomerservice@lwsc.com.zm
Right to Lodge a Complaint
In the event you consider our processing of your personal information not to be compliant with the applicable data protection laws, you can lodge a complaint:
Directly with LUSAKA WATER SUPPLY AND SANITATION COMPANY by using this email: customerservice@lwsc.com.zm
Changes to our Privacy Statements
From time to time we may update this Privacy Statement, as well as any other specific privacy statement. When making changes to this Privacy Statement, we will add a new date at the top of this Privacy Statement