THE VILLAGE RETIREMENT HOME WEBSITE PRIVACY POLICY
Effective Date: 29 October 2026
- INTRODUCTION
Welcome to The Village Retirement Home.
At The Village Retirement Home (“The Village”, “we”, “us” or “our”), we respect your privacy and are committed to protecting the personal information of our residents, prospective residents, their families, website visitors and all individuals who interact with us.
We recognise that the trust placed in us extends beyond the care and accommodation we provide. It also includes our responsibility to safeguard the personal information entrusted to us.
This Privacy Policy explains how we collect, use, store, protect and disclose personal information in accordance with the Protection of Personal Information Act, 4 of 2013 (POPIA) and other applicable South African legislation.
By using our website, you acknowledge that you have been informed of the practices described in this Privacy Policy. Where consent is required by law, we will obtain it separately.
- ABOUT THE VILLAGE RETIREMENT HOME
The Village Retirement Home is a retirement living and care facility situated in Hatton Estate, Pinetown, KwaZulu-Natal, South Africa.
We provide a range of accommodation and care services, including:
- Independent Living
- Assisted Living
- Semi-Frail Care
- Frail Care
Our commitment is to provide a safe, comfortable and supportive environment where residents are treated with dignity, compassion and respect.
This commitment extends to the responsible handling and protection of personal information.
- PERSONAL INFORMATION WE COLLECT
Depending on how you interact with The Village, we may collect and process the following categories of personal information:
3.1 Personal and Contact Information
- Full name and surname
- Email address
- Telephone or mobile number
- Residential or postal address
- Information voluntarily submitted through website enquiry forms
- Details relating to enquiries about accommodation, care or services
3.2 Resident and Prospective Resident Information
Where relevant to an application for accommodation or care, we may collect:
- Identity and contact information
- Date of birth
- Emergency contact details
- Next-of-kin information
- Relevant financial and billing information
- Accommodation preferences
- Care requirements
- Information necessary to assess suitability for accommodation or care
3.3 Health and Medical Information
Where necessary for the provision of residential care services, we may collect relevant health information, including:
- Medical conditions and care requirements
- Medication information
- Medical history relevant to care
- Emergency medical information
- Healthcare practitioner contact details
- Medical aid information
We recognise that health information is particularly sensitive and is classified as special personal information under POPIA.
Such information will only be processed where legally permitted and where necessary for legitimate care-related purposes.
3.4 Website Information
When you visit our website, certain technical information may be collected automatically, depending on the technologies used by the website.
This may include:
- Internet Protocol (IP) address
- Browser type
- Device information
- Pages visited
- Date and time of visits
- Website usage information
- Cookies and similar technologies
- HOW WE COLLECT PERSONAL INFORMATION
We may collect personal information when you:
- Visit or browse our website.
- Complete an online enquiry or contact form.
- Contact us by telephone, email or other communication channels.
- Request information about accommodation or care services.
- Apply for residency at The Village.
- Subscribe to our newsletter or other communications.
- Provide information as a resident, family member, representative or authorised contact.
We may also receive relevant personal information from family members, legal representatives, healthcare practitioners or other authorised parties where permitted by law.
Where information is obtained from someone other than the individual concerned, we will comply with applicable POPIA notification requirements.
- HOW WE USE YOUR PERSONAL INFORMATION
The Village collects and processes personal information only for lawful, specific and legitimate purposes.
These purposes may include:
5.1 Responding to Enquiries
To respond to questions, provide information about our services, arrange viewings and communicate with prospective residents and their families.
5.2 Providing Accommodation and Care
To administer residency applications, accommodation agreements, resident records, care arrangements and related services.
5.3 Resident Health and Safety
To support appropriate care, respond to medical emergencies and communicate with authorised healthcare professionals or emergency contacts when necessary.
5.4 Administration and Financial Management
To administer accounts, invoices, payments, contractual obligations and other operational requirements.
5.5 Communication
To communicate important information regarding The Village, including:
- Newsletters
- Resident notices
- Events and activities
- Operational updates
- Service announcements
- Changes to policies or procedures
Where communications constitute direct marketing, we will comply with POPIA’s applicable consent and opt-out requirements.
5.6 Website Improvement
To maintain website functionality, understand website usage, improve accessibility and enhance the visitor experience.
5.7 Legal and Regulatory Compliance
To comply with applicable legislation, lawful requests, contractual obligations and regulatory requirements.
- LAWFUL PROCESSING OF PERSONAL INFORMATION
The Village will only process personal information where a lawful basis exists under POPIA.
Depending on the circumstances, this may include:
- The individual’s consent.
- The performance of a contract.
- Compliance with a legal obligation.
- Protection of a legitimate interest of the individual concerned.
- Pursuing a legitimate interest of The Village or a third party, where permitted by law.
Where consent is required, it will be obtained appropriately and may be withdrawn in accordance with applicable legislation.
Withdrawal of consent does not affect processing already lawfully undertaken or information that we are legally required or otherwise permitted to retain.
- PROTECTION OF RESIDENTS’ MEDICAL INFORMATION
As a retirement living and care facility, The Village understands the importance of maintaining the confidentiality of residents’ medical and personal care information.
We are committed to ensuring that:
- Medical information is accessed only by authorised personnel who require it for legitimate purposes.
- Personal health information is treated confidentially.
- Medical records are protected against unauthorised access or disclosure.
- Information is shared with healthcare professionals only where appropriate and legally permitted.
- Residents’ dignity, privacy and confidentiality are respected.
Medical information will not be disclosed to unauthorised family members, visitors or third parties without an appropriate lawful basis.
- SHARING OF PERSONAL INFORMATION
The Village does not sell personal information to third parties.
We may share personal information where reasonably necessary and legally permitted, including with:
- Authorised employees and care personnel.
- Healthcare practitioners and emergency medical services.
- Contracted service providers assisting with our operations.
- Information technology and website service providers.
- Professional advisers, including accountants and legal representatives.
- Regulatory authorities or law enforcement agencies where required by law.
- Authorised representatives or family members where disclosure is legally permitted.
Where external service providers process personal information on our behalf, we will take appropriate steps to ensure that confidentiality and data protection requirements are maintained.
We will only disclose information to the extent reasonably necessary for the relevant purpose.
- SECURITY OF PERSONAL INFORMATION
The Village takes reasonable technical and organisational measures to protect personal information against:
- Loss or theft
- Unauthorised access
- Unlawful disclosure
- Accidental destruction
- Misuse or alteration
- Unauthorised processing
These measures may include access restrictions, secure recordkeeping, confidentiality requirements, appropriate electronic safeguards and staff awareness.
Although we take reasonable precautions, no internet transmission or electronic storage system can be guaranteed to be completely secure.
Should a security compromise occur, we will investigate and take appropriate action, including notifying affected individuals and the Information Regulator where required by POPIA.
- COOKIES AND WEBSITE TRACKING
Our website may use cookies or similar technologies to support website functionality and improve the browsing experience.
Cookies are small files stored on your device when you visit a website.
Depending on the website’s configuration, cookies may be used to:
- Enable essential website functions.
- Remember visitor preferences.
- Understand website traffic and usage.
- Improve website performance.
You can manage or disable cookies through your browser settings.
Disabling certain cookies may affect the functionality of some website features.
Where applicable law requires consent for particular tracking or processing activities, we will obtain that consent.
- NEWSLETTERS AND ELECTRONIC COMMUNICATIONS
The Village may distribute newsletters, announcements and other communications to residents, families and individuals who have requested or lawfully agreed to receive them.
We respect your communication preferences.
If you no longer wish to receive optional newsletters or promotional communications, you may request removal from the relevant mailing list by contacting our Administration Office.
We will process such requests in accordance with applicable law.
Please note that essential communications relating to residency agreements, care, safety, accounts or legal obligations may still need to be sent where lawful and necessary.
- PHOTOGRAPHS AND MEDIA
The Village occasionally shares photographs and information about activities, celebrations and events through its website, newsletters and social media platforms.
We recognise the importance of respecting the privacy and dignity of residents.
Where photographs or videos identify individuals, we will ensure that an appropriate lawful basis exists for their publication.
Where consent is required, it will be obtained from the individual concerned or a legally authorised representative, as applicable.
Individuals may contact The Village to raise concerns regarding the publication of identifiable photographs or videos.
- RETENTION OF PERSONAL INFORMATION
We retain personal information only for as long as reasonably necessary to fulfil the purpose for which it was collected, or where retention is required or permitted by law.
Retention periods may vary depending on the nature of the information, contractual requirements, care obligations and applicable legislation.
When personal information is no longer required, we will take appropriate steps to securely delete, destroy or de-identify it, subject to legal requirements.
- YOUR RIGHTS UNDER POPIA
Under the Protection of Personal Information Act, you have certain rights regarding your personal information.
Subject to applicable legal requirements and limitations, these include the right to:
14.1 Access Your Information
Request confirmation of whether The Village holds personal information about you and request access to that information.
14.2 Request Corrections
Request correction or updating of personal information that is inaccurate, incomplete, misleading or outdated.
14.3 Request Deletion
Request deletion or destruction of personal information where permitted by law.
14.4 Object to Processing
Object to certain processing activities where the law provides such a right.
14.5 Withdraw Consent
Withdraw previously granted consent where processing is based on consent, subject to applicable legal limitations.
14.6 Lodge a Complaint
Submit a complaint to the Information Regulator of South Africa if you believe your personal information has been processed unlawfully.
To exercise any of these rights, please contact The Village using the details provided below.
We may request reasonable proof of identity before processing a request to protect personal information from unauthorised disclosure.
- THIRD-PARTY WEBSITES
Our website may contain links to external websites or social media platforms.
These websites operate independently of The Village and may have their own privacy policies and data protection practices.
We encourage visitors to review the privacy policies of external websites before submitting personal information.
The Village is not responsible for the privacy practices of third-party websites outside our control.
- INTERNATIONAL TRANSFER OF PERSONAL INFORMATION
Certain website hosting, email, cloud storage or technology service providers may process or store information outside South Africa.
Where personal information is transferred internationally, The Village will ensure that such transfers comply with the requirements of POPIA, including applicable safeguards for protecting personal information.
- CHILDREN’S PERSONAL INFORMATION
Our website and retirement accommodation services are primarily intended for adults.
We do not intentionally collect children’s personal information through our website unless there is a legitimate and lawful reason to do so.
Where children’s personal information is processed, we will comply with the additional protections required under POPIA.
- CHANGES TO THIS PRIVACY POLICY
The Village reserves the right to update this Privacy Policy periodically to reflect changes in legislation, operational requirements or website functionality.
Any updated policy will be published on our website, together with the revised effective date.
We encourage visitors to review this page periodically.
- CONTACT US
If you have questions about this Privacy Policy, wish to exercise your rights under POPIA or have concerns about the handling of your personal information, please contact:
The Village Retirement Home
Hatton Estate
Pinetown
KwaZulu-Natal
South Africa
Website: thevillage.durban
Email: admin@thevillage.durban
Telephone: 031-7021050
Information Officer: Pam Govender – Admin Manager
All privacy-related enquiries will be handled confidentially and in accordance with applicable legislation.
- INFORMATION REGULATOR OF SOUTH AFRICA
If you believe your personal information has been processed in contravention of POPIA, you have the right to lodge a complaint with the Information Regulator of South Africa.
Information Regulator (South Africa)
Website: inforegulator.org.za
Further information regarding your rights and the complaints process is available through the Information Regulator.
OUR COMMITMENT TO YOUR PRIVACY
At The Village Retirement Home, your privacy matters.
We believe that respect, dignity, confidentiality and trust are fundamental to the care and service we provide.
Whether you are a resident, family member, prospective resident or visitor to our website, we are committed to treating your personal information with the same care and respect that we extend to the people who are part of The Village community.
The Village Retirement Home
Where Everyone is Welcome.
