POPIA

Last updated: 6 October 2026

Our POPIA notice

Lucy Ferrao — Tokai Physio processes personal information in accordance with the Protection of Personal Information Act, 2013 (POPIA). This page explains how to make a privacy request. For the information collected through this website, its purposes, recipients and retention, please read our Privacy Policy.

Responsible party and enquiries

Lucy Ferrao — Tokai Physio is responsible for the personal information processed for practice enquiries. Email team@tokaiphysio.co.za and mark your correspondence “POPIA request”. The practice will direct your request to the person responsible for handling privacy matters.

Your rights

Subject to POPIA and applicable limitations, you may request confirmation of whether we hold your personal information, access to it, correction of inaccurate information, or deletion where permitted. You may also object to certain processing or withdraw consent where processing relies on consent. Legal or professional record-retention duties may limit deletion.

How to make a request

Email team@tokaiphysio.co.za or contact the practice by telephone or at the address below. Describe the information concerned and the action you are requesting, and provide a way for us to respond. We may ask for proportionate proof of identity or authority before releasing or changing information. Please do not send identity documents or medical records through the general website enquiry form.

Forms and response process

For an objection to processing, use Form 1; for correction or deletion, use Form 2 or a substantially similar request. Current forms are available on the Information Regulator’s POPIA forms page. We will assess requests and respond as soon as reasonably practicable in accordance with applicable requirements. Any lawful limits, applicable access procedure or prescribed fee will be explained to you.

Health information

Health information requires additional protection. Clinical information needed for treatment should be provided through the practice’s appropriate patient intake and care processes. This website enquiry form is for general enquiries and appointment requests.

Privacy concerns and complaints

Please raise concerns with the practice so we can investigate. You may also contact the Information Regulator at POPIAComplaints@inforegulator.org.za or follow the procedure at inforegulator.org.za/complaints/.

Scope of this page

This is a POPIA information and request page. Requests for access to other records under the Promotion of Access to Information Act (PAIA) may require a separate procedure; contact the practice for assistance.

Access to clinical records

Patients may request access to their clinical information. Identity and authority must be verified before release; requests involving children, representatives or third parties require consideration of the applicable rules. Contact the practice to arrange a secure response.

Corrections and lawful retention

A clinical correction must preserve the original entry and identify and date the amendment. A deletion request does not override lawful clinical retention requirements. If a request cannot be granted, the practice should explain the reason and available complaint route.

Privacy complaints and professional concerns

Privacy complaints may be raised with the Information Regulator as described above. Concerns about a registered practitioner’s professional conduct may also be raised through the HPCSA. These are separate processes; contacting the practice does not remove your right to use them.

Practice contact details

Telephone: +27 83 260 3247
Address: Tokai Medicross, C/o Tokai Rd & Keyse River Dr,
Dreyersdal, Cape Town, 7945
Email: team@tokaiphysio.co.za
Website: www.tokaiphysio.co.za