Privacy Policy

Privacy Policy

1. Introduction

Ceres Veterinary Hospital (“we”, “us”, “our” or “the Practice”) respects your right to privacy and is committed to protecting your personal information in accordance with the Protection of Personal Information Act, No. 4 of 2013 (“POPIA”).

This Privacy Policy explains how we collect, use, store, protect and disclose your personal information when you interact with our veterinary services, website, veterinary shop and related activities.

By using our services or submitting personal information to us, you acknowledge that your information may be processed as described in this Privacy Policy.

2. Who we are

Ceres Veterinary Hospital, trading as Ceres Animal Hospital

Registration Number: 2025 / 518491 / 07

Physical Address:
502 Vos Street
Ceres
6835
South Africa

Telephone:
023 312 3020 / 023 312 3021

Email:
reception@cvets.co.za

3. What is personal information?

Personal information means information relating to an identifiable, living natural person or, where applicable, an identifiable existing juristic person, as defined by POPIA.

This may include:

• Name and surname
• Identity or registration number
• Physical and postal address
• Email address
• Telephone number
• Banking or payment information
• Records of appointments and communications
• Information relating to your animals and their treatment history
• Information contained in enquiries, forms or correspondence submitted to us

4. When do we collect personal information?

We may collect personal information when you:

• Register as a client of the Practice
• Book or attend a consultation
• Request veterinary treatment or services
• Purchase products from our veterinary shop
• Contact us by telephone, email, social media or through our website
• Request information or quotations
• Complete forms or surveys
• Submit enquiries through our website
• Visit our premises where CCTV systems may be in operation for safety and security purposes

We may also receive information from another veterinary practice or veterinary specialist where you have requested that your animal’s records be transferred.

5. Why do we collect and process personal information?

We process personal information for legitimate business and veterinary purposes, including:

• Providing veterinary care and treatment
• Maintaining patient and client records
• Scheduling and managing appointments
• Dispensing medication and veterinary products
• Processing payments and maintaining accounts
• Communicating with clients regarding treatments, test results and follow-up care
• Referring cases to specialists, laboratories or other veterinary service providers where necessary
• Complying with legal and regulatory obligations
• Responding to enquiries and complaints
• Improving our services
• Sending important service-related communications

Where required by law, we will obtain your consent before processing personal information.

6. Website information and cookies

When you visit our website, certain information may be collected automatically, including:

• IP address
• Browser type
• Device information
• Pages visited
• Website usage data

This information helps us improve website performance, functionality and user experience.

Our website may use cookies and similar technologies. You may configure your browser to reject cookies; however, some website functionality may be affected.

7. Sharing personal information

We may share your personal information where necessary with:

• Veterinary specialists and referral hospitals
• Veterinary laboratories and diagnostic providers
• Suppliers involved in providing products or services related to your animal’s care
• Professional advisers, auditors or insurers
• Information technology and website service providers
• Regulatory authorities, government bodies or law enforcement agencies where required by law

We do not sell personal information to third parties.

All third-party service providers are required to protect personal information and process it only for authorised purposes.

8. Storage and security of information

We take reasonable technical and organisational measures to protect personal information against:

• Unauthorised access
• Loss
• Misuse
• Disclosure
• Alteration
• Destruction

While we take appropriate precautions, no method of electronic transmission or storage can be guaranteed to be completely secure.

9. Retention of information

We retain personal information only for as long as necessary to:

• Provide veterinary services
• Maintain patient histories and medical records
• Comply with legal, tax and regulatory requirements
• Resolve disputes
• Protect the legitimate interests of the Practice and our clients

When information is no longer required, it will be securely destroyed or anonymised.

10. Your rights under POPIA and PAIA

In accordance with the Protection of Personal Information Act, No. 4 of 2013 (POPIA) and the Promotion of Access to Information Act, No. 2 of 2000 (PAIA), you have certain rights regarding your personal information.

These rights include the right to:

• Request confirmation as to whether Ceres Veterinary Hospital holds personal information about you.
• Request access to personal information that we hold about you.
• Request correction, updating or deletion of inaccurate, incomplete, misleading or outdated personal information.
• Object to the processing of your personal information where permitted by law.
• Withdraw consent where processing is based on consent, subject to any legal or contractual restrictions.
• Request restriction of processing in certain circumstances.
• Lodge a complaint with the Information Regulator if you believe your personal information has not been processed in accordance with POPIA.

Requests for access to information may be submitted in accordance with our PAIA Manual, which is available on request and on our website.

Please note that access to certain records may be subject to:

• Applicable legal exemptions;
• Verification of identity;
• Reasonable administrative procedures; and
• Any fees prescribed under PAIA.

Where required by law, we may refuse access to certain information or portions thereof.

Requests relating to personal information and access to records should be directed to our Information Officer using the contact details provided below.

11. Personal information breaches

Should we become aware of a personal information breach that may compromise your rights or interests, we will take reasonable steps to:

• Investigate the incident
• Contain and mitigate any harm
• Notify affected individuals where required
• Notify the Information Regulator where required by law

12. Links to third-party websites

Our website may contain links to external websites.

We are not responsible for the privacy practices, content or security of third-party websites and encourage you to review their privacy policies separately.

13. Information Officer

Information Officer:
Hannelu de Villiers

Email:
reception@cvets.co.za

Telephone:
+27 23 312 3021

All requests relating to personal information, access requests or privacy concerns should be directed to the Information Officer.

14. Information Regulator

If you are dissatisfied with the manner in which Ceres Veterinary Hospital has handled your personal information or responded to a request under POPIA or PAIA, you may lodge a complaint with the Information Regulator.

The Information Regulator (South Africa)

JD House
27 Stiemens Street
Braamfontein
Johannesburg
2001

General enquiries:
enquiries@inforegulator.org.za

Complaints:
PAIAComplaints@inforegulator.org.za

Website:
www.inforegulator.org.za

15. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in legislation, our services or our business operations.

The latest version will always be available on our website and will take effect from the date of publication.