Open Hands Support Centre (“we”, “us”, “our”) is a Christian non-profit organisation providing safe accommodation and support primarily to vulnerable men in East London, South Africa.
You can browse the Site without giving us any personal information, other than what is collected automatically for security and basic statistics (see below).
3. What information we collect
We collect and process only the information we genuinely need to run the Site and respond to you.
3.1 Information you provide directly
When you contact us (for example, via the contact form, email, or phone), you may provide:
Your name
Your email address
Your phone number
The content of your message (which may include details about your situation, referral information, or offers of help/donation)
Please avoid sending highly sensitive information (such as ID numbers, medical records, bank details, or detailed case histories) via the online form. If such information is needed, we will arrange a safer way to receive it.
3.2 Technical information
When you visit the Site, our hosting provider and security tools may automatically collect:
IP address
Browser type and version
Device type
Approximate location (e.g. city/country, based on IP)
Dates and times of visits
Pages viewed and referring websites
This is standard for most websites and is used mainly for security, to prevent abuse, and to understand how the Site is used.
3.3 Cookies
The Site may use:
Strictly necessary cookies – for security and basic functionality.
If we add analytics or any optional cookies in the future, we will update this policy and, where required, request your consent.
4. Google Maps and third-party services
Our Site uses Google Maps to show our location and help visitors find us.
When you view or interact with the map:
Google may collect your IP address, device and browser details, and location-related data.
This information is processed by Google LLC (and its affiliates) under Google’s own privacy policy.
Data may be transferred and stored outside South Africa (for example, on servers in the EU or USA).
We use Google Maps on the basis of our legitimate interest in helping visitors easily locate our centre.
You can read more in Google’s own privacy policy (see “Google Privacy Policy” via your preferred search engine).
5. How we use your information
We use personal information for:
Responding to enquiries: To reply to messages sent via the contact form, email, or phone.
Support and pastoral care: Where you contact us for help, we use the information you provide to understand your situation and respond appropriately.
Administration and record-keeping: For basic records of enquiries, referrals, donations, and partnerships.
Safety and security: To protect our website and systems from abuse, fraud, or attacks.
Legal and compliance purposes: To comply with South African law, including POPIA and PAIA, and any other applicable legal obligations.
We do not sell, trade, or rent your personal information.
6. Legal basis (POPIA and PAIA)
As a South African organisation, we follow the principles of the Protection of Personal Information Act (POPIA), and, the Protection of Personal Information Act (PAIA).
Our main legal bases are:
Consent: When you voluntarily contact us and provide your information.
Legitimate interests: For responding to your enquiry, ensuring the security of our systems, and running the Site.
Legal obligation: Where we must keep certain records or disclose information under South African law (for example, in safeguarding or criminal matters).
7. Sharing your information
We may share your information with:
Service providers who help us operate the Site (for example, hosting providers, email providers, IT/security services).
Professional advisers (for example, legal, safeguarding, or accounting advisers) where necessary.
Partner organisations only with your knowledge and consent—e.g., if we refer you to another support service and you agree.
Authorities or regulators where we are required or permitted by law (for example, in serious safeguarding concerns or criminal investigations).
We require service providers who process personal information on our behalf to keep it secure and to use it only for the purposes we specify.
8. Data storage and retention
We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including:
The time required to respond to your enquiry or support request.
Any period required by law or good practice (for example, basic records of donations or safeguarding-related matters).
After this, information is securely deleted, anonymised, or archived in a secure manner where it must be retained.
9. Security
We take reasonable technical and organisational measures to protect personal information, including:
Secure hosting and regular software updates
Access controls and passwords for staff/volunteers who need access
Using reputable providers for email, hosting, and website security
However, no system can be guaranteed 100% secure. Please be cautious about the information you choose to share online.
10. Your rights under POPIA (and PAIA)
Under POPIA, and with reference to PAIA, you have rights in relation to your personal information, including:
Right of access: You can request confirmation of whether we hold personal information about you, and access to that information.
Right to correction/rectification: You can ask us to correct or update inaccurate or incomplete information.
Right to deletion (where applicable): You can ask us to delete certain information where there is no lawful reason to keep it.
Right to object: You may object to certain types of processing (for example, if you believe it is not lawful or necessary).
To exercise these rights, please contact us using the details in section 1. We may need to verify your identity before providing access.
You also have the right to lodge a complaint with the Information Regulator (South Africa) if you believe your personal information has not been handled lawfully.
Information Regulator (South Africa): search for “Information Regulator South Africa contact details” for the latest contact information.
11. Changes to this policy
We may update this privacy policy from time to time, for example if our website, services, or legal obligations change.
The “Last updated” date at the top of this page will show when it was most recently revised. Significant changes may be highlighted on the Site.