top of page

Privacy & Data Protection Policy

Last updated: 2-7-2025

At Westside Veterinary Emergency and Referral Hospital (the “Hospital”), we respect your privacy and are committed to protecting your personal data in compliance with Singapore’s Personal Data Protection Act (PDPA).

This Policy explains how we collect, use, disclose, and protect your personal data.

1. What personal data we collect

We may collect and use the following data:

  • Owner details: Name, NRIC/FIN (where applicable), address, phone number, email.

  • Pet details: Name, species, breed, age, and medical history.

  • Transaction data: Records of consultations, treatments, payments.

  • Registration & consent forms: Information you provide at check-in or online.

  • CCTV footage: Video images captured on our premises.

  • Call recordings: Audio recordings of calls to and from our hospital.

  • Marketing preferences: If you opt in to receive updates, reminders, or promotions.

2. How we use your personal data

We may use your data to:

  • Provide veterinary care and related services for your pets

  • Manage appointments, billing, and payment

  • Contact you about your pet’s health, treatments, or follow-up care

  • Maintain security and monitor safety on our premises (via CCTV)

  • Ensure service quality, staff training, and for resolving disputes (via CCTV and call recordings)

  • Send you pet health updates, reminders, or promotional materials if you have agreed

  • Comply with legal, insurance, or regulatory obligations

3. CCTV monitoring & call recording

  • CCTV: Our premises are under CCTV surveillance to help ensure the safety of clients, pets, staff, and property, and to assist in quality monitoring, staff training, and dispute resolution.

  • Call recording: Telephone calls to and from our hospital may be recorded for training, service quality, and to help resolve any disputes that may arise.

By entering our premises or communicating with us via phone, you consent to this collection and use.

4. Disclosure of your data

We may share your data with:

  • Our veterinary team and administrative staff

  • Trusted service providers (such as IT support, payment processors, laboratory and specialist partners)

  • Regulatory authorities, insurers, or law enforcement if required by law

We do not sell your personal data.

5. Marketing communications

If you have chosen to receive them, we may send you appointment reminders, pet health tips, or promotions via SMS, email, or phone.
You can opt out at any time by contacting us or using the unsubscribe option provided.

6. How we protect your data

We take reasonable security measures to protect your personal data from unauthorised access, collection, use, or disclosure. These include secure digital systems, password protections, and limiting access to authorised personnel only.

7. Data retention

We retain your personal data only as long as needed to fulfil the above purposes or as required by law. For example:

  • CCTV footage: generally retained for up to 90 days unless needed for investigations.

  • Call recordings & medical records: kept in line with veterinary and statutory requirements.

8. Your rights under the PDPA

You have the right to:

  • Request access to your personal data

  • Request correction of inaccurate data

  • Withdraw your consent for us to use your data (subject to legal or contractual obligations)

To do so, please contact us.

9. Contact us

If you have any questions about this Policy or how we handle your personal data, please reach out to our Data Protection Officer:

📧 Email: info@westsideemergency.com.sg

bottom of page