Privacy policy

Last updated: 1 October 2026

Complexity helps property groups, bodies corporate, and estate committees manage maintenance, permission requests, and resident conversations. This policy describes the information used to provide that service.

Who handles your information

Pixel Crow Studios provides Complexity. Contact us at info@pixelcrowstudios.net about the platform or this policy. Your property group, body corporate, or committee manages its workspace and decides how property and resident records are used for its work. Its own privacy notice also applies to those activities.

Information we receive

• Account information, such as your email address, name, profile picture, and workspace membership.
• Support messages submitted by workspace owners, including the message, workspace name and identifier, and the owner's account email so we can reply.
• Property and request details supplied by you or your workspace administrators, including complex or unit references, descriptions, contact details, comments, assignments, and decisions.
• WhatsApp phone numbers, message text, message identifiers, timestamps, and delivery or read status. The current integration records a placeholder for non-text messages; it does not retrieve WhatsApp media.
• Technical information used to operate and protect the service, such as authentication sessions, request logs, and usage limits.

Information comes from you, authorised workspace users, and connected service providers. Profile pictures and optional details are voluntary. We need an email address for an application account and sufficient report details to handle a request. Contacting a connected number through WhatsApp shares your phone number and message with that workspace. You may use your property manager's alternative contact methods instead.

How information is used

We use information to provide accounts and workspace access, record and manage requests, support conversations, track progress, troubleshoot problems, and protect the service. Workspace administrators remain responsible for property decisions and for identifying the lawful grounds for their processing. We do not sell personal information.

WhatsApp and AI assistance

Messages to a connected WhatsApp number are routed to its assigned workspace. Authorised staff can read and reply to conversations. When the workspace enables the AI request assistant, residents can prepare maintenance or permission requests in WhatsApp and submit them by replying CONFIRM to a summary. Resident names and units are self-reported; this does not verify residency. Residents can check the status and review reasons for requests submitted from the same WhatsApp number in the same workspace, restricted to the receiving channel’s complex where applicable. Knowing a request reference alone does not grant access.

When a manager chooses AI assistance, the report title and description are sent to OpenAI to suggest a category, priority, summary, and next step. When the WhatsApp assistant is enabled, the resident message, current request draft (including any supplied name and unit), and names of the channel’s available complexes are sent to OpenAI to prepare the request. The resident confirms the summary before it is saved. Reply STOP or AGENT to pause the assistant; staff can still read messages in the inbox. AI does not approve permission requests or make final property decisions. Avoid including identity documents, passwords, banking details, or unnecessary sensitive information in reports.

Who can access information

Information is available to authorised users within the relevant workspace according to their access role and to service providers needed to operate Complexity. These include Supabase for accounts, database and storage services; Vercel for hosting; Meta/WhatsApp for connected messaging; OpenAI when AI assistance is requested; and our configured email provider for account emails and support messages. Service providers may process information outside South Africa under their applicable terms and safeguards. Your use of WhatsApp is also subject to WhatsApp's own privacy policy.

We may disclose information where required by law or necessary to investigate misuse and protect the service. Workspace administrators may share relevant request information with people handling the work under their own responsibilities and policies.

Storage, security, and retention

Complexity uses authenticated access, workspace access controls, and encrypted connections. No online service can guarantee absolute security. Account and workspace records are retained to provide the service until deletion is requested or arranged with the workspace operator, subject to applicable legal and recordkeeping requirements. There is currently no automatic age-based deletion of requests or conversations. Backup and provider records may remain for their applicable retention periods.

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Your choices and deletion requests

Contact your workspace administrator for access to, correction of, or deletion of property records. You can also email info@pixelcrowstudios.net with the subject “Complexity privacy request”. Include your workspace name and the email address or WhatsApp number associated with the information. Do not send passwords or identity documents with your initial request.

We may need to verify your identity and coordinate with the workspace operator before acting. You can request account deletion, ask about the information held about you, or raise an objection to processing. Applicable rights and lawful retention obligations determine what can be removed. We will explain any information that must be retained. Deleting information from Complexity does not delete copies held in WhatsApp or by recipients.

You may raise a privacy complaint with South Africa's Information Regulator or contact enquiries@inforegulator.org.za.

Policy updates

We will update this page when our processing changes and indicate the revised date. Material changes will be communicated through the application or appropriate workspace contact channels.