Toyota Financial Services - Account Services

Privacy Policy

(Last Updated: 06 March 2026)

INTRODUCTION

Toyota Financial Services (South Africa) Limited (“We”), respects Customer privacy and takes the protection of personal information very seriously. The purpose of this Notice is to describe the way we collect, store, use, and protect information that can be associated with a specific natural or juristic person and can be used to identify that person (“personal information”).

We collect personal information about our customers. This includes what customers tell us about themselves, what we learn by having a customer or when a customer makes use of a solution or interacts with our platform through various interfaces and channels, as well as the choices customers make about the marketing they elect to receive. This notice also outlines customers’ privacy rights and how the law protects customers.

In terms of applicable privacy laws, this notice may also apply on behalf of other third parties (such as authorised agents and contractors), acting on our behalf when providing customers with solutions.

It is important to note that if customers use our platform, solutions or service channels (including both assisted and unassisted interactions), or by accepting any rules, agreement, contract, mandate or annexure, or by utilising any solutions offered by us, customers agree that in order to:

conclude and fulfil contractual terms or obligations to a customer;
comply with obligations imposed by law; or
to protect or pursue customers’, our or a third party’s legitimate interests, including designing and offering solutions that best meet customers’ needs; customers’ personal information may be processed through a third party, and with the appropriate controls as set out in this notice.

Where it is necessary to obtain consent for processing, we will seek customers’ consent separately. Customers should read the consent request carefully as it may limit their rights. A customer may maintain their consent preferences by calling or emailing our customer services centre.

We may change this notice from time to time if required by law or its business practices. Where the change is material, we will notify customers and will allow a reasonable period for customers to raise any objections before the change is made. Please note that we may not be able to continue a relationship with a customer or provide customers with certain solutions or permit access to our platform if they do not agree to the changes.

The latest version of the notice displayed on our website will apply to customers’ interactions with us and is available at: Corporate Affairs | Toyota South Africa | Toyota South Africa

1. WHAT IS PERSONAL INFORMATION?

Personal information refers to any information that identifies you or specifically relates to you. Personal information includes, but is not limited to, the following information about you:

your marital status (like married, single, divorced); your national origin; your age;
your language; birth; education;
your financial history (like your income or your buying);
your identifying number (like an account number, identity number or passport number);
your e-mail address; physical address (like residential address, work address or your physical location); telephone number;
your online identifiers; social media profiles;
your biometric information (like fingerprints, your signature or voice);
your race; gender;
your personal views, preferences and opinions;
your confidential correspondence; and / or
another’s views or opinions about you and your name also constitute your personal information.

2. WHAT IS SPECIAL PERSONAL INFORMATION?

Special personal information is personal information about the following:

your religious and your philosophical beliefs (for example where you enter a competition and you are requested to express your philosophical view);
your race (like where you apply for a product or service where the statistical information must be recorded);
your ethnic origin;
your trade union membership;
your political beliefs;
your biometric information (like to verify your identity); and / or
your criminal behaviour and alleged commission of an offence (like to prevent money laundering as required by law or when you apply for employment or enter into a relationship with us).
your medical history (like your HIV / AIDS status); criminal history; employment history;
your physical health; mental health; well-being; disability; religion; belief; conscience; culture;

3. WHEN WILL WE PROCESS YOUR PERSONAL INFORMATION?

We will only process your personal information for lawful purposes relating to our business if the following circumstances apply:

you have consented thereto;
a person legally authorised by you, the law or a court, has consented thereto;
it is necessary to conclude or perform under a contract we have with you;
the law requires or permits it;
it is required to protect or pursue your, our or a third party’s legitimate interest; and/or
you are a child, and a competent person (such as a parent or guardian) has consented thereto on your behalf.

4. WHEN WILL WE PROCESS YOUR SPECIAL PERSONAL INFORMATION?

We may process your special personal information in the following circumstances:

if you have consented to the processing;
if the processing is needed to create, use or protect a right or obligation in law;
if the processing is for statistical or research purposes, and all legal conditions are met;
if the special personal information was made public by you;
if the processing is required by law;
if racial information is processed and the processing is required to identify you; and/or
if health information is processed, and the processing is to determine your insurance risk, or to comply with an insurance Notice, or to enforce an insurance right or obligation.

5. WHEN AND HOW WILL WE PROCESS THE PERSONAL INFORMATION OF CHILDREN?

A child is a person who is defined as a child by a country’s legislation, and who has not been recognised as an adult by the courts.

We process the personal information of children if the law permits this.

We will only process the personal information of children if any one or more of following applies:

a person with the ability to sign legal agreements has consented to the processing, being the parent or guardian of the child;
the processing is needed to create, use or protect a right or obligation in law, such as where the child is an heir in a will, a beneficiary of a trust, a beneficiary of an insurance Notice or an insured person in terms of an insurance Notice;
the child’s personal information was made public by the child, with the consent of a person who can sign legal agreements;
the processing is for statistical, or research purposes and all legal conditions are met;
where the child is an heir in a will, if required to give effect to the will;
where the child is a beneficiary of a trust, if required to give effect to the trust deed;
where the child is legally old enough to sign a document as a witness without assistance from their parent or guardian;
where the child is an insured person or beneficiary of an insurance Notice, if required to give effect to the Notice.

6. WHEN, AND FROM WHERE, DO WE OBTAIN PERSONAL INFORMATION ABOUT YOU

We collect information about you:

directly from you;
based on your use of our products, services, or service channels (such as our websites, applications);
based on how you engage or interact with us, such as on social media, and through e-mails, letters, telephone calls, and surveys;
from public sources (such as newspapers); and
from third parties we interact with for the purposes of conducting our business (such as partners, reward partners, list providers, our customer loyalty rewards programmes’ retail and online partners, or our service providers).

If the law requires us to do so, we will ask for your consent before collecting personal information about you from third parties.

The third parties from whom we may collect your personal information include, but are not limited to, the following:

Any TFSSA connected companies, subsidiary companies, its associates, cessionaries, delegates, assignees, affiliates or successors in title and/or appointed third parties (such as its authorised agents, partners, contractors and suppliers) for any of the purposes identified in this Privacy Notice;
your spouse, dependants, partners, employer, joint applicant or account holder and other similar sources;
people you have authorised to share your personal information;
attorneys, tracing agents, debt collectors and other persons that assist with the enforcement of agreements;
Telematics device suppliers, where your taxi/ vehicle has been fitted with one.
payment processing services providers, merchants, banks and other persons that assist with the processing of your payment instructions.
insurers, brokers, other financial institutions or other organisations that assist with insurance and assurance underwriting, the providing of insurance and assurance policies and products, the assessment of insurance and assurance claims, and other related purposes;
law enforcement and fraud prevention agencies, and other persons tasked with the prevention and prosecution of crime;
regulatory authorities, industry ombudsmen, government departments, and local and international tax authorities;
credit bureaux;
trustees, executors or curators appointed by a court of law;
cheque verification service providers;
our service providers, agents and sub-contractors such as couriers and other persons we use to offer and provide products and services to you;
courts of law or tribunals;
participating partners, whether retail or online, in our customer loyalty reward programmes;
our joint venture partners; and/or
marketing list providers.

7. REASONS WE NEED TO PROCESS YOUR PERSONAL INFORMATION

We will process your personal information for the following reasons:

Contract

We may process customers’ personal information if it is necessary to conclude or perform under a contract we have with a customer or to provide a solution to a customer. This includes:

to assess and process applications for solutions;
to assess our lending and insurance risks;
to conduct affordability assessments, credit assessments and credit scoring;
to conduct a needs analysis so that the correct solution meeting the customer’s needs and circumstances may be provided;
to provide a customer with solutions they have requested;
to open, manage and maintain customer accounts or relationships;
to enable the us to deliver goods, documents or notices to customers;
to communicate with customers and carry out customer instructions and requests;
to respond to customer enquiries and complaints;
to enforce and collect on any agreement when a customer is in default or breach of the terms and conditions of the agreement, such as tracing a customer, or to institute legal proceedings against a customer. In such scenario we may aggregate the contact details provided to us to determine the customer’s most accurate contact details in order to enforce or collect on any agreement the customer has with TFSSA;
to disclose and obtain personal information from credit bureaux regarding a customer’s credit history;
to meet record-keeping obligations;
to conduct market and behavioural research, including scoring and analysis to determine if a customer qualifies for solutions, or to determine a customer’s credit or insurance risk;
to enable customers to participate in and make use of value-added solutions;
to enable customers to participate in customer rewards programmes: determine customer qualification for participation, rewards points, rewards level, and monitor customer buying behaviour with our rewards partners to allocate the correct points or inform customers of appropriate solutions they may be interested in, or to inform our reward partners about a customer’s purchasing behaviour;
to enable the sale and purchase of and payment for goods in our digital marketplaces;
travel bookings, payments and arrangements;
customer satisfaction surveys, promotional and other competitions;
insurance and assurance underwriting and administration;
to process or consider or assess insurance or assurance claims;
to provide insurance and assurance policies, products and related services;
security and identity verification, and to check the accuracy of customer personal information.

Law

We may process customers’ personal information if the law requires or permits it. This includes:

to comply with legislative, regulatory, risk and compliance requirements (including directives, sanctions and rules);
to comply with voluntary and involuntary codes of conduct and industry agreements;
to ensure that customers are treated fairly and to comply with conduct standards issued by market conduct authorities;
to fulfil reporting requirements and information requests;
to process payment instruments and payment instructions (such as a debit order);
to create, manufacture and print payment instruments and payment devices (such as a debit card);
to meet record-keeping obligations;
to detect, prevent and report theft, fraud, money laundering, corruption and other crimes. This may include the processing of special personal information, such as alleged criminal behaviour or the supply of false, misleading or dishonest information when opening an account with TFSSA, or avoiding liability by way of deception, to the extent allowable under applicable privacy laws. The Financial Intelligence Centre Act obliges us to collect personal and special personal information from customers and other third parties, to process personal and special personal information and further process personal and special personal information for the purposes of financial crime detection, prevention and reporting. The processing of personal information and special personal information may happen when customers transact, establish a relationship with us and when utilising our solutions;
to conduct market and behavioural research, including scoring and analysis to determine if a customer qualifies for solutions, or to determine a customer’s credit or insurance risk;
to enable customers to participate in and make use of value-added;
to enable customers to participate in customer rewards programmes: determine customer qualification for participation, rewards points, rewards level, and monitor customer buying behaviour with our rewards partners to allocate the correct points or inform customers of appropriate solutions they may be interested in, or to inform our reward partners about a customer’s purchasing behaviour;
for customer satisfaction surveys, promotional and other competitions; to assess our lending and insurance risks;
to conduct affordability assessments, credit assessments and credit scoring;
to disclose and obtain personal information from credit bureaux regarding a customer’s credit history;
to develop credit models and credit tools;
for insurance and assurance underwriting and administration;
to process or consider or assess insurance or assurance claims;
to provide insurance and assurance policies and products, and related services;
to give effect to and adhere to legislation governing various protected relationships (e.g. civil unions, marriages, customary marriages); or for any other related purposes.

Legitimate interest

We may process customers’ personal information in the daily management of our business and finances and to protect our customers, employees, service providers and assets. It is to our benefit to ensure that its procedures, policies and systems operate efficiently and effectively.

We may process customers’ personal information to provide them with the most appropriate solutions and to develop and improve our solutions, business and its platform.

We may process a customer’s personal information if it is required to protect or pursue their, our or a third party’s legitimate interest. This includes:

to develop, implement, monitor and improve our business processes, policies and systems;
to manage business continuity and emergencies;
to protect and enforce our rights and remedies in the law;
to develop, test and improve solutions for customers, this may include connecting customer personal information with other personal information obtained from third parties or public records to better understand customer needs and develop solutions that meet these needs. We may also consider customer actions, behaviour, preferences, expectations, feedback and financial history;
tailoring solutions which would include consideration of a customer’s use of third-party products, goods and services and marketing of appropriate solutions to the customer, including marketing on our own or other websites, mobile apps and social media;
to market group solutions to customers via various means including on group and other websites and mobile apps including social media, as well as tele-, postal- and in-person marketing;
to market business partner solutions via various means;
to respond to customer enquiries and communications including the recording of engagements and analysing the quality of our engagements with a customer;
to respond to complaints including analytics of complaints to understand trends and prevent future complaints and providing compensation where appropriate;
to enforce and collect on any agreement when a customer is in default or breach of the terms and conditions of the agreement, such as tracing the customer, or to institute legal proceedings against the customer. In such a scenario, we may aggregate the contact details provided to any of the companies in TFSSA to determine the customer’s most accurate contact details in order to enforce or collect on any agreement the customer has with TFSSA;
to process payment instruments and payment instructions (such as a debit order);
to create, manufacture and print payment instruments and payment devices (such as a debit card);
to meet record-keeping obligations;
to fulfil reporting requirements and information requests;
to comply with voluntary and involuntary codes of conduct and industry agreements;
to detect, prevent and report theft, fraud, money laundering, corruption and other crimes. This may include the processing of special personal information, such as alleged criminal behaviour or the supply of false, misleading or dishonest information when opening an account with us, or avoiding liability by way of deception, to the extent allowable under applicable privacy laws. This may also include the monitoring of the TFSSA buildings including CCTV cameras and access control;
to conduct market and behavioural research, including scoring and analysis to determine if a customer qualifies for solutions, or to determine a customer’s credit or insurance risk;
for statistical purposes, such as market segmentation or customer segments (that is placing customers in groups with similar customers based on their personal information);
to enable customers to participate in customer rewards programmes: determine customer qualification for participation, rewards points, rewards level, and monitor customer buying behaviour with our rewards partners to allocate the correct points or inform customers of appropriate solutions they may be interested in, or to inform our reward partners about a customer’s purchasing behaviour;
for customer satisfaction surveys, promotional and other competitions;
to assess our lending and insurance risks;
to disclose and obtain personal information from credit bureaux regarding a customer’s credit history; to develop credit models and credit tools; for any other related purposes.

8. HOW WE USE YOUR PERSONAL INFORMATION FOR MARKETING

We will use your personal information to market financial, insurance and other related products and services to you.

We may also market banking services to you.
We will do this in person, by post, telephone, or electronic channels such as SMS, email and fax.
If you are not our customer, or in any other instances where the law requires, we will only market to you by electronic communications with your consent.
In all cases, you can tell us to stop sending marketing communications to you at any time.

9. WHEN WILL WE USE YOUR PERSONAL INFORMATION TO MAKE AUTOMATED DECISIONS ABOUT YOU?

An automated decision is made when your personal information is analysed without human intervention in that decision-making process.

We may use your personal information to make an automated decision as allowed by the law. An example of automated decision making is the approval or declining of a credit application when you apply for an overdraft or credit card, or the approval or declining of an insurance claim.

You have the right to query any such decisions made, and we will provide reasons for the decisions as far as reasonably possible.

10. WHEN, HOW, AND WITH WHOM DO WE SHARE YOUR PERSONAL INFORMATION?

In general, we will only share your personal information if any one or more of the following apply:

if you have consented to this;
if it is necessary to conclude or perform under a contract we have with you;
if the law requires it; and/or
if it is necessary to protect or pursue your, our or a third party’s legitimate interests.

Where required, TFSSA may share your personal information with the following persons. These persons have an obligation to keep your personal information secure and confidential:

TFSSA associates, cessionaries, delegates, assigns, affiliates or successors in title and / or appointed third parties (such as its authorised agents, partners, contractors and suppliers) for any of the purposes identified in this Privacy Notice;
our employees, as required by their employment conditions;
attorneys, tracing agents, debt collectors and other persons that assist with the enforcement of agreements;
payment processing services providers, merchants, banks and other persons that assist with the processing of your payment instructions.
insurers, brokers, other financial institutions or other organisations that assist with insurance and assurance underwriting, the providing of insurance and assurance policies and products, the assessment of insurance and assurance claims, and other related purposes;
law enforcement and fraud prevention agencies, and other persons tasked with the prevention and prosecution of crime;
regulatory authorities, industry ombudsmen, government departments, local and international tax authorities, and other persons the law requires us to share your personal information with;
credit bureaux;
our service providers, agents and sub-contractors such as couriers and other persons we use to offer and provide products and services to you;
persons to whom we have ceded our rights or delegated its obligations to under agreements, such as where a business is sold;
courts of law or tribunals that require the personal information to adjudicate referrals, actions or applications;
the general public, where you submit content to our social media sites such as our Facebook page;
trustees, executors or curators appointed by a court of law;
participating partners in our customer loyalty reward programmes, where you purchase goods, products and service or spend loyalty rewards; and/or
our joint venture and other partners with whom we have concluded business agreements.

11. WHEN AND HOW WE OBTAIN, AND SHARE YOUR PERSONAL INFORMATION FROM/WITH CREDIT BUREAUX

We may obtain your personal information from credit bureaux for any one or more of the following reasons:

if you requested us to do so, or agreed that we may do so;
to verify your identity;
to obtain or verify your employment details;
to obtain and verify your marital status;
to obtain, verify, or update your contact or address details;
to obtain a credit report about you, which includes your credit history and credit score, when you apply for a credit agreement to prevent reckless lending or over-indebtedness;
to determine your credit risk;
for debt recovery;
to trace your whereabouts;
to update your contact details;
to conduct research, statistical analysis or system testing;
to determine the source(s) of your income;
to build credit scorecards which are used to evaluate credit applications; and/or
to determine which products and services to promote or to offer to you.

We will share your personal information with the credit bureaux for, among others, any one or more of the following reasons:

to report the application for a credit agreement;
to report the opening of a credit agreement;
to report the termination of a credit agreement;
to report payment behaviour on a credit agreement; and/or
to report non-compliance with a credit agreement, such as not paying in full or on time.

Please refer to your specific credit agreement with us for further information.

12. UNDER WHAT CIRCUMSTANCES WILL WE TRANSFER YOUR INFORMATION TO OTHER COUNTRIES?

We will only transfer your personal information to third parties in another country in any one or more of the following circumstances:

where your personal information will be adequately protected under the other country’s laws or an agreement with the third-party recipient;
where the transfer is necessary to enter into, or perform, under a contract with you or a contract with a third party that is in your interest;
where you have consented to the transfer; and/or
where it is not reasonably practical to obtain your consent, the transfer is in your interest.

This transfer will happen within the requirements and safeguards of the law.

Where possible, the party processing your personal information in the other country will agree to apply the same level of protection as available by law in your country, or if the other country’s laws provide better protection, the other country’s laws would be agreed to and applied.

TAKE NOTE: As TFSSA is part of the Toyota Sales Finance Companies (SFC) globally, your personal information may be shared within the Toyota SFC’s in other countries and processed in those countries.

13. YOUR DUTIES AND RIGHTS REGARDING THE PERSONAL INFORMATION WE HAVE ABOUT YOU

You must provide proof of identity when enforcing the rights below.

You must inform us when your personal information changes.

Please refer to our Promotion of Access to Information Act 2 of 2000 Manual (PAIA Manual) for further information on how you can give effect to the rights listed below. The PAIA Manual is located on the website, Corporate Affairs | Toyota South Africa | Toyota South Africa

You have the right to request access to the personal information we have about you by contacting us on TFSDPO@toyota-fssa.co.za. This includes requesting:

confirmation that we hold your personal information;
a copy or description of the record containing your personal information; and
the identity or categories of third parties who have had access to your personal information.

We will attend to requests for access to personal information within a reasonable time. You may be required to pay a reasonable fee to receive copies or descriptions of records, or information about, third parties. We will inform you of the fee before attending to your request.

Please note that the law may limit your right to access information.

You have the right to request us to correct or delete the personal information we have about you if it is inaccurate, irrelevant, excessive, out of date, incomplete, misleading, obtained unlawfully, or if we are no longer authorised to keep it. You must inform us of your request in writing.

Please refer to our PAIA Manual for further information in this regard, such as the process you should follow to give effect to this right. It may take up to 15 business days for the change to reflect on our systems. We may request documents from you to verify the change in personal information.

A specific agreement that you have entered into with us may determine how you must change your personal information provided at the time when you entered into the specific agreement. Please adhere to these requirements.

If the law requires us to keep the personal information, it will not be deleted upon your request. The deletion of certain personal information may lead to the termination of your business relationship with us.

You may object on reasonable grounds to the processing of your personal information.

We will not be able to give effect to your objection if the processing of your personal information was and is permitted by law, you have provided consent to the processing, and our processing was conducted in line with your consent; or the processing is necessary to conclude or perform under a contract with you.

You must inform us of any objection in writing. Please refer to our PAIA Manual for further information in this regard, such as the process you should follow to give effect to this right.

Where you have provided your consent for the processing of your personal information, you may withdraw your consent. If you withdraw your consent, we will explain the consequences to you. We may proceed to process your personal information, even if you have withdrawn your consent, if the law permits or requires it. It may take up to 15 business days for the change to reflect on our systems. During this time, we may still process your personal information.

13.1 Right to Complain

You have a right to file a complaint with us or any regulator with jurisdiction about an alleged contravention of the protection of your personal information. We will address your complaint as best as possible.

The contact details of the Information Regulator are provided below:

Physical address:	Website; telephone; email address
Woodmead North Office Park 54 Maxwell Drive, Johannesburg, 2191	Telephone number: +27 (0)10 023 5200 Toll free number: 0800 017 160 Website: https://inforegulator.org.za Complaints email address: POPIAComplaints@inforegulator.org.za General enquiries email address: enquiries@inforegulator.org.za

14. HOW WE SECURE YOUR PERSONAL INFORMATION

We will take appropriate and reasonable technical and organisational steps to protect your personal information in line with industry best practices. Our security measures, including physical, technological and procedural safeguards, will be appropriate and reasonable. This includes the following:

keeping our systems secure (such as monitoring access and usage);
storing our records securely;
controlling the access to our buildings, systems and/or records; and
safely destroying or deleting records.

You can also protect your personal information. Please visit the website of the relevant business you have established a business relationship with for more information.

15. HOW LONG DO WE KEEP YOUR PERSONAL INFORMATION?

We will keep your personal information for as long as:

the law requires us to keep it;
a contract between you and TFSSA requires us to keep it;
you have consented to us keeping it;
we are required to keep it to achieve the purposes listed in this Privacy Notice;
we require it for statistical or research purposes;
a code of conduct requires us to keep it; and/or
we require it for our lawful business purposes.

TAKE NOTE: We may keep your personal information even if you no longer have a relationship with us, if the law permits.

16. OUR COOKIE NOTICE

The TFSSA website is hosted by Toyota South Africa Motors (TSAM) and WesBank. For more information on how the host use cookies, please click here: www.toyota.co.za/cookie-notice and Cookie Notice | WesBank

17. HOW WE PROCESS INFORMATION ABOUT PERSONS RELATED TO A JURISTIC PERSON

If you are a juristic person, such as a company or close corporation, we may collect and use personal information relating to the juristic person’s directors, officers, employees, beneficial owners, partners, shareholders, members, authorised signatories, representatives, agents, payers, payees, customers, guarantors, spouses of guarantors, sureties, spouses of sureties, other security providers and other persons related to the juristic person. These are related persons.

If you provide the personal information of a related person to us, you warrant that the related person is aware that you are sharing their personal information with us, and that the related person has consented thereto.

We will process the personal information of related persons as stated in this Privacy Notice, thus references to “you” or “your” in this Privacy Notice will include related persons with the necessary amendments.