Best Practices


Traceps is committed to conduct business in a responsible manner and in compliance with all applicable law. Traceps therefore ensures that it collects and processes data in accordance with these principles.

Our legal advisors have conducted an analysis of our business practices and have confirmed that our business practices comply with the provisions of the Consumer Protection Act 68 of 2008 (CPA).

We operate contact centres, some of which on behalf of our clients, that make use of Direct Marketing channels. All staff pertaining to those contact centres have received CPA training and operates in accordance with the CPA requirements.

• To clarify the provisions relating to Direct Marketing in the CPA – the CPA does not state that Direct Marketing is illegal or prohibited outright. The CPA just provides certain rules that must be followed when conducting Direct Marketing.

In terms of the CPA rules we ensure that our contact centres only contact consumers between 08h00 and 20h00 Mondays to Fridays and between 09h00 and 13h00 on Saturdays. We do not contact any consumers for the purpose of Direct Marketing on Sundays or Public Holidays.

We furthermore inform consumers that they have the option of requesting that we (or our client) do not phone them again. If they request this, the agent will make a note of this request, and we pass this on to the client.

Our agents also inform consumers of the five day cooling off period that will apply if a consumer enters into an agreement resulting from the Direct Marketing to the consumer. This period runs from the later date of the day that the consumer entered into the agreement or that the goods were delivered to the consumer.

Although not a requirement in terms of the CPA, our contact centre agents are trained to inform a consumer from where we received the consumer’s details, if the consumer so requests.

If there are any of our operating processes that you may feel you need to clarify from a CPA perspective or if you believe that we do not live up to the standards of the CPA, please contact us by sending an email to info@traceps.co.za. We value the input of our clients.