Contact details

Doctor On Call (Pty) Ltd

5075 Kabelo Street, Extension 10, Gaborone, Botswana
Tel: +(267) 362 0893

What information we collect, use, and why

Information you provide directly

When you complete our Contact Us form, we collect:

• your name;
• your email address; and
• the contents of your message.

If you contact us by email, telephone, or other communication channels, we may collect the information you choose to provide.

Information collected automatically

When you visit our website, we may automatically collect technical information such as:

• IP address;
• browser type and version;
• device information;
• operating system;
• pages visited;
• date and time of access; and
• website usage information through cookies or similar technologies.

Lawful bases and data subject rights

Subject to the Data Protection Act, 2024, you have the right to:

• Be informed about how your personal information is collected and used.
• Request access to the personal information we hold about you.
• Request correction of inaccurate, incomplete, or outdated personal information.
• Request erasure of your personal information where the conditions under the Act are met.
• Object to the processing of your personal information where permitted by law.
• Withdraw your consent at any time where processing is based on your consent.
• Lodge a complaint with Doctor On Call or the Information and Data Protection Commission if you believe your personal information has been processed unlawfully.

We may request information to verify your identity before responding to your request. We will respond to requests within the timeframes prescribed by the Data Protection Act, 2024. To exercise any of your rights, please contact our Data Protection Officer using the contact details provided in this Privacy Notice.

Our lawful bases for the collection and use of your data

Under the Data Protection Act, 2024, we will only collect and use your personal information where we have a lawful basis for doing so. Our lawful bases for collecting and using personal information through our corporate website and related business activities are:

• Consent — where you have freely given your consent after being provided with the necessary information, for example where you request information from us or choose to receive communications from us. Where we rely on your consent, you have the right to withdraw it at any time; withdrawal will not affect the lawfulness of any processing carried out before it was withdrawn.
• Contract — where the processing is necessary to take steps at your request before entering into a contract with you or to perform a contract to which you are a party.
• Legal obligation — where we are required to collect, use, or disclose your personal information to comply with applicable laws, regulations, court orders, or other legal obligations.
• Legitimate interests — where processing is necessary for our legitimate business interests or those of a third party, provided those interests are not overridden by your fundamental rights and freedoms. Our legitimate interests include:
  • responding to enquiries submitted through our Contact Us form;
  • responding to general correspondence;
  • operating, maintaining, and securing our website;
  • protecting our systems against misuse, fraud, and cybersecurity threats;
  • establishing, exercising, or defending legal claims; and
  • improving the performance, functionality, and user experience of our website and services.

Where we rely on a lawful basis to process your personal information, we will ensure that such processing is carried out fairly, lawfully, transparently, and only for the purposes for which the information was collected or as otherwise permitted by the Data Protection Act, 2024.

How long we keep information

We retain personal information only for as long as necessary to fulfil the purposes for which it was collected, comply with our legal and regulatory obligations, resolve disputes, and protect our legal rights.

The retention periods applicable to personal information collected through our corporate website are as follows:

Category of Personal Information	Retention Period
Contact Us form submissions (including your name, email address and message)	90 days from the date of submission
Website browsing information (including technical logs and website usage data)	Less than 7 days

For more information on how long we store your personal information, or the criteria we use to determine this, please contact us using the details provided above.

Who we share information with

We do not sell, rent, or trade your personal information.

We will only disclose your personal information where it is necessary to respond to your enquiry, where you have authorised us to do so, or where we are required or permitted by law.

We will not disclose your personal information to third parties for marketing purposes without your consent.

Research, Analytics and Service Improvement

Doctor On Call is committed to improving healthcare services, advancing digital health, and supporting evidence-based decision-making.

We may use anonymised and aggregated information derived from personal information to:

• improve our products and services;
• monitor service quality and performance;
• identify healthcare trends and patterns;
• develop statistical reports and operational insights;
• support medical research, healthcare forecasting, and public health initiatives; and
• inform healthcare policy and planning.

Wherever reasonably practicable, these activities will be carried out using anonymised and/or aggregated information that cannot reasonably be used to identify an individual. If a research activity requires identifiable personal information, we will only process that information where permitted by law, appropriate safeguards have been implemented, and where required, with your consent or approval from a competent authority or ethics committee.

Questions, Concerns and Complaints

If you have any questions or concerns about how we collect, use, disclose, or otherwise process your personal information, or if you believe that your rights under the Data Protection Act, 2024 have been infringed, please contact us in the first instance.

To help us respond efficiently, please choose the form that best matches your enquiry:

If you remain dissatisfied with our response, or believe that we have not handled your personal information in accordance with the Data Protection Act, 2024, you may lodge a complaint with:

Changes to this Privacy Notice

We may update this Privacy Notice to reflect changes in our services, legal obligations, technology, or privacy practices.

The latest version will always be available on our website. Where required by law, we will notify individuals of material changes.