Information we collect during verification
When a customer joins a guided video session, we may collect name, contact details, identity document images or number, facial images, session audio or video, verification notes, device and usage details, and any information needed to support the client’s customer due diligence process. We may also collect consent records and audit trails linked to the session.
We collect information directly from the person being verified, from the client that opened the verification request, and from system activity linked to the session. We only process information that is relevant to identity verification, record keeping and service delivery.
- Identity document images and document data
- Live face capture and session footage
- Client reference numbers and case notes
- Consent logs and verification outcomes
How we use personal information
Personal information is used to guide the video session, compare the person with the identity document, support liveness checks, record the result of the verification, and help the client decide whether to open or keep an account under its own onboarding process. We also use records to manage workflow, staff training, quality monitoring and operational reporting.
Our team may review session information to investigate failed checks, suspicious activity, technical issues or disputed outcomes. We do not use personal information for unrelated marketing purposes inside the verification flow.
- Identity confirmation and face comparison
- Liveness review during the live session
- Record keeping for the client file
- Internal quality review and escalation handling
Consent, POPIA and record keeping
Where consent is required for a session or record, the customer must agree before verification continues. We keep records of the notice given, the consent captured and the verification activity performed. Processing is handled with reference to POPIA principles of lawful processing, purpose limitation, minimal collection and appropriate security safeguards.
Some client onboarding processes may also involve the client’s own obligations under FICA and related due diligence requirements. PersonVideo ID provides verification services and records to support those processes, but each client remains responsible for its own legal and operational decisions.
Sharing information with the client and service providers
We share verification results and related records with the client that requested the session. We may also use service providers that support hosting, secure storage, communications, analytics, support tooling or technical maintenance. These parties may process limited personal information on our instructions and under appropriate confidentiality obligations.
We do not sell personal information. We do not disclose session records to unrelated third parties unless the law requires it, the client instructs us within the service scope, or disclosure is needed to protect the integrity of the verification process.
- Client onboarding teams and compliance staff
- Technical support and hosting providers
- Audit, security and record management partners
- Authorities where disclosure is legally required
Security, storage and retention periods
We keep information in controlled systems with access limited to authorised staff who need it for their work. Protection measures may include password controls, role-based access, logging, secure storage, and review of unusual activity. No system is free from risk, but we take care to reduce the chance of unauthorised access, loss or alteration.
We retain records only for as long as needed for the service, the client file, contractual obligations, dispute handling, audit needs or legal requirements. After the retention period ends, information is deleted or de-identified where this is practical and appropriate.
Your rights and how requests are handled
Subject to applicable law, a person whose information is processed may ask to access personal information, request correction of details, object to certain processing, or raise concerns about how information was handled. Requests should be sent through our contact form on our contact page so they can be linked to the correct session or client record.
We may need to verify the identity of the requester before acting on a request, especially where the request relates to a recorded verification session or a copied identity document. Some information may still need to be kept where law, contract or record keeping duties require it.
- Access to personal information held in the verification record
- Correction of inaccurate details where appropriate
- Objection to processing in limited circumstances
- Complaints about privacy handling and record use
Cross-border processing and policy updates
Where systems or service providers store or process information outside South Africa, we take reasonable steps to protect that information and to keep the processing aligned with this policy and applicable law. Some technical systems may involve cross-border infrastructure used for secure service delivery, record management or backup.
We may update this policy when our service changes, when our processing practices change, or when the law requires an adjustment. The current version applies from the time it is published on our service materials and related client documentation.
Operator: Astros Marketing (Pty) Ltd.