Privacy & Health Data Protection Policy
Last Updated: October 2026 · In full compliance with the Zambia Data Protection Act No. 3 of 2021
1. Overview & Data Act Compliance
At Welly Zambia, protecting your medical privacy and personal information is our highest priority. This Privacy Policy explains how Welly Telemedicine Limited (“Welly”, “we”, “our”, or “us”) collects, stores, processes, and safeguards personal data and confidential health records.
We operate strictly within the statutory framework established by the Zambia Data Protection Act No. 3 of 2021and in alignment with the ethical codes of conduct established by the Health Professions Council of Zambia (HPCZ).
2. Information We Collect
We may collect the following categories of information when you interact with our platform:
- Contact & Identity Details: Full name, mobile telephone number, email address, national identity (NRC or passport where required), and residential city/province.
- Booking Details: Selected medical specialty, preferred consultation date, time slot, and reason for consultation.
- Transaction Data: Mobile money transaction IDs (Airtel Money, MTN, Zamtel), payment receipts, and billing amounts. We do not store complete credit card numbers.
3. Sensitive Medical & Health Records
In providing telemedicine and symptom evaluation, we handle sensitive personal health data, including:
- Descriptions of symptoms, medical history, allergies, chronic conditions, and current medications;
- Clinical consultation notes recorded by consulting doctors;
- Digital prescriptions and laboratory test referral orders;
- Uploaded diagnostic records (such as blood test results or ultrasound reports).
Medical Privilege: All communications between you and your attending doctor during a telehealth consultation are confidential and protected by medical privilege under Zambian clinical regulations.
4. How We Use Your Data
Your information is used solely for legitimate healthcare and administrative purposes:
- To schedule, facilitate, and record telemedicine consultations with licensed doctors;
- To provide automated symptom evaluation and guide patients to appropriate levels of care;
- To dispatch appointment reminders, video meeting links, and digital prescriptions;
- To verify doctor accreditations and maintain clinical quality assurance;
- To comply with regulatory obligations mandated by the Ministry of Health and HPCZ.
We never sell, monetize, or rent patient data to advertisers or third-party marketing brokers.
6. Security & Technical Safeguards
We implement industry-grade technical and organizational safeguards:
- Encryption in Transit: All web traffic and video communication channels are secured with TLS 1.3 / AES-256 encryption.
- Database Protection: Patient records are stored in secure cloud environments with role-based access control and continuous audit trails.
- No Secret Video Recording: Consultations are not routinely recorded unless explicitly requested by the patient and mutually agreed upon with the physician for documented clinical reasons.
7. Clinical Record Retention
In compliance with Zambian medical record retention guidelines and the Health Professions Act, clinical consultation notes must be preserved for a minimum statutory period (typically 7 years for adults, and until age 25 for minors) to ensure continuity of care and legal accountability.
8. Your Data Protection Rights
Under the Zambia Data Protection Act (2021), you have the right to:
- Access: Request a digital copy of your consultation history, prescriptions, and personal health record;
- Rectification: Request correction of any inaccurate or outdated personal details;
- Consent Withdrawal: Withdraw consent for non-essential communications (such as healthcare tips);
- File a Complaint: Lodge a query with our Data Protection Officer or the Office of the Data Protection Commissioner of Zambia.
10. Data Protection Officer Contact
To exercise your data privacy rights or submit an inquiry, please contact our designated Data Protection Officer: