Verification and Data Protection SOP

Table of Contents

1. Purpose

2. Procedure

• Context

• When is verification required?

• How to verify customers

• Email Verification

1. Purpose

To ensure customers are verified before sharing order or account information, in line with POPIA and company policy.

2. Procedure

Context

• We handle sensitive customer and company information.

• Protecting this data maintains trust and prevents risk.

• Customer verification is required to ensure privacy and security.

When is verification required?

• Required:

  • Orders, accounts, profiles, or any sensitive information

• Not required:

  • General queries with no personal/account details

How to verify customers

• Verification is mandatory before sharing any account/order info

• Only assist the account holder

  • No third parties unless authorised by the customer via their profile email

• Always cross-check details on Bash Admin

• Use Customer Lookup to confirm details if needed

Email Verification

• Customer must contact from their registered JD email

• If not:

  • Request that they resend from their registered email

  • Or follow the exception process

• Flag any name mismatches or suspicious activity to the Team Lead to be exception managed.

• Do not proceed until verification is complete or the Team Lead leaves an exception note on your ticket.

Note:

• This SOP is a living document and should be reviewed and updated regularly to ensure accuracy and relevance.

• All employees involved in the process should be familiar with and adhere to this SOP.