1. Who we are and what the service is for
Imatri is a trading name of Denmyd Medical Equipment (Pty) Ltd, South Africa. Imatri Connect is the name of the Meta app used for Imatri’s WhatsApp integration. We are preparing it for administrative notifications, including appointment and secure-portal messages. It is not an emergency service or a channel for clinical advice.
Each participating independent practice will authorise its own WhatsApp business account and dedicated sender. The practice determines its patient communications and remains responsible for clinical care and medical-record decisions. Imatri provides and supports the software and handles its own service administration and privacy enquiries.
This notice supplements the company privacy policy, including its company details, lawful-use requirements and rights information. The practice’s own privacy notice also applies.
2. Information involved and permitted use
The integration is designed to process business and sender identifiers, authorisation information, approved templates and variables, recipient contact details, communication preferences, messages and replies, delivery events and service usage records. Company setup and testing use the information needed to establish and verify that connection. Support requests also contain the contact and case information you provide.
We process practice and patient information to provide and support the services authorised by the practice. We do not sell it or share it for another organisation’s advertising or independent commercial use. Access is limited to people and providers who need it for the authorised service or lawful purpose, subject to confidentiality and security requirements.
An incoming reply can contain personal information even when only an administrative notification was intended. Please do not send clinical information or attachments through WhatsApp; use your practice’s appropriate care or secure-record channel.
3. Providers and international processing
WhatsApp/Meta and Twilio provide messaging and platform services. Google Workspace receives Imatri support and privacy email. Hosting, storage and backup providers support the application and support operations. Information may be shared where necessary to deliver these services, on authorised instructions or where legally required.
Providers can process information outside South Africa. We do not promise that all information remains in one country or solely on Imatri’s computers. International transfers must meet the applicable POPIA requirements. Provider roles depend on the particular processing activity; a provider may also handle some information for its own legal, security or service-administration purposes.
See the provider information for WhatsApp Business Platform, Meta’s WhatsApp Business Platform, Twilio and Google Cloud and Workspace. These links do not replace our responsibilities. Contact us about the providers and locations relevant to your request.
4. Retention and deletion
Information is retained only while justified by its purpose or an applicable lawful requirement. Different record classes have different retention needs.
For necessary records of resolved Imatri support and privacy cases, we have adopted a default of up to two years after closure. The policy requires annual review, earlier removal of information no longer needed, and a documented lawful reason and further review for longer retention. This is not a minimum period that prevents earlier deletion.
Implementation of scheduled expiry is still in progress; requests are assessed individually. A separate 30-day recovery policy for routine mail backups has been approved but is not yet enforced. It does not mean original email, case records or every provider copy is deleted after 30 days.
Clinical records remain subject to the practice’s separate obligations. Stopping messages, disconnecting a business integration and deleting a clinical record are different requests. Backups and independent provider systems may require separate steps, and we do not promise immediate erasure of every copy. Minimal communication-preference evidence may be needed to prevent renewed contact.
Use our deletion and disconnection instructions to make a request.
5. Requests, complaints and your rights
Contact privacy@imatri.org for privacy, access or deletion requests, complaints@imatri.org for complaints, or support@imatri.org for other help. The corresponding .net addresses remain valid. Graeme Dymond is responsible for these Imatri requests.
The company Information Officer address, enquiries@denmyd.com, remains valid; the Imatri addresses do not replace it. Please identify Imatri Connect and the practice or business concerned, and initially provide only enough information to locate your request. Do not send medical records, passwords or identity-document scans by ordinary email. We may request proportionate verification through an appropriate route.
Subject to applicable law, you can request access, correction or deletion, object to eligible processing, or withdraw consent for future consent-based processing. Withdrawal does not undo earlier lawful processing. A human assesses the scope, authority and applicable retention requirements. We explain the outcome and any information retained with its reason. No AI system decides these requests or automatically deletes or discloses records through this support workflow.
Clinical-care and medical-record requests must be considered by the responsible practice. See access to information for formal record requests. You may complain directly to the Information Regulator (South Africa) without first obtaining our permission.