Information we collect
We collect the details you provide when requesting an ambulance: your contact information, the pickup and destination locations, and the minimum patient or deceased details needed to arrange the transport. During an active trip, the assigned driver's location is collected for dispatch and tracking.
Minimum details only
The portal stores the minimum patient and deceased details required to complete the trip, such as the subject's name, age and sex, and any note the crew needs. It does not ask for, and does not store, medical records or additional health information beyond what the request requires.
How information is used
Information is used to accept and coordinate requests, assign vehicles, communicate trip updates, support handover at the destination, and maintain operational and billing records.
Who can see subject details
Access to patient and deceased details is restricted. Subject details are visible only to portal administrators and the driver assigned to the trip. Other staff, drivers and customers cannot view them.
WhatsApp notifications
Notifications sent by WhatsApp are transactional only: one-time passwords and trip status updates. They never contain medical details, and they never contain codes beyond what the flow requires.
Retention and anonymisation
Subject details are anonymised automatically after the retention period ends. The retention period is set by the operator (subject_retention_days) and defaults to 90 days after a trip is locked or cancelled. Once anonymised, the personal fields are cleared and only operational data, such as equipment flags and service type, remains. Billing records are retained as required for operational and legal purposes.
Sharing
Trip details may be shared with the assigned driver and the receiving facility where needed to complete the transport. We do not sell personal information.
Security
Access is limited to authorised staff and protected using access controls and encrypted transport.
Your choices
You may request correction of your contact details or ask questions about stored records by contacting Ambulance Service using the details in the footer.
Emergencies
This portal is not for life-threatening emergencies. If a person is seriously ill or injured, or in immediate danger, call 108, the national emergency number, immediately.