Privacy Policy
Privacy Policy
Phoenix Medical Systems (P) Ltd
Effective date: 15 September 2026 Last updated: 15 September 2026
1. Who we are
Phoenix Medical Systems (P) Ltd ("Phoenix", "we", "us", "our") designs and manufactures medical devices, including neonatal and maternal care equipment.
Registered office: DP42, SIDCO Industrial Estate, Thirumudivakkam, Chennai – 600132, Tamil Nadu, IndiaTelephone: +91 44 2478 1705 / 2227Toll free (India): 1800 425 3503Email: sales@pmsind.com
We are the Data Fiduciary for the personal data described in this policy. That means we decide why and how your personal data is used, and we are accountable for it.
2. What this policy covers
This policy explains what personal data we collect, why we collect it, who we share it with, how long we keep it, and what rights you have.
It applies when you:
- submit an enquiry, quote request, service request or contact form
- call, email or write to us
- receive or send messages through our WhatsApp Business channel
- attend an event, exhibition or training session we run
- purchase, distribute, install or service our products
This policy is written in plain language on purpose. If anything in it is unclear, contact our Grievance Officer (Section 12) and we will explain it.
3. What personal data we collect
3.1 Information you give us
WhatExamplesIdentityName, job title, organisation or hospital nameContactMobile number, WhatsApp number, landline, email, postal addressProfessionalDepartment, specialisation, registration or licence number (clinicians), dealer or distributor codeCommercialEnquiries, quote requests, purchase orders, service and warranty requests, device serial numbers, installation siteCorrespondenceThe content of your messages to us, including WhatsApp messages, emails and call notesPreferencesThe topics you want to hear about, and your consent choices
3.2 Information collected automatically on our website
IP address, browser and device type, pages viewed, time of visit, and referring page. See Section 9 on cookies.
3.3 Information we receive from others
Distributors and channel partners who pass on an enquiry; hospitals or institutions that nominate a contact person; publicly available professional directories; and event or exhibition organisers where you shared your details with us at our stand.
3.4 Health information — an important limit
We do not ask for, and you should not send us, clinical or patient health information through WhatsApp, our website forms or general email.
Our devices are used in clinical settings, but this policy covers our commercial and support relationship with you — not patient records. If you are a parent, carer or patient contacting us about a device, please give us only what is needed to answer your question. Do not send patient names, diagnoses, clinical images, reports or any other health information over these channels.
If a service or complaint investigation genuinely requires clinical detail, we will tell you and arrange a secure and appropriate route for it.
4. Why we use your personal data, and our legal basis
Under the Digital Personal Data Protection Act, 2023, we may process your personal data only with your consent, or for certain legitimate uses permitted by the Act.
PurposeLegal basisResponding to your enquiry, quote or service requestConsent / your voluntarily provided dataSupplying, installing, servicing and supporting productsPerformance of our contract with you or your organisationSending order, dispatch, installation and service updatesConsent / contractProduct safety notices, recalls and regulatory communicationsCompliance with lawMarketing about products, training and eventsConsent, which you may withdraw at any timeWarranty and complaint handlingContract / compliance with lawAccounting, tax and statutory record keepingCompliance with lawProtecting our systems and preventing fraud or misuseLegitimate use under the Act
Where we rely on your consent, we will ask for it clearly and separately, and we will not treat silence as consent.
5. WhatsApp messaging
We use the WhatsApp Business Platform, provided by Meta, to communicate with hospitals, institutions, distributors, dealers, clinicians, and — where relevant — patients and their families.
5.1 We message you only if you have opted in
We will send you WhatsApp messages only after you have given us your number and agreed to be contacted on WhatsApp. You may have opted in by ticking a box on our website or enquiry form, signing up at an event or training session, telling our sales or service representative, or messaging our WhatsApp number first.
We record when, where and how each opt-in was obtained.
5.2 What we send
- Responses to your enquiries and service requests
- Order, dispatch, installation and service updates
- Product safety and regulatory notices
- Information about products, training, events and offers — only where you have consented to marketing
5.3 How to stop
You can opt out at any time, at no cost, by any of these routes:
- Reply STOP to any of our WhatsApp messages
- Email rohan.g@pmsind.com
- Call 1800 425 3503
- Block our number in WhatsApp
We will stop marketing messages promptly. We may still need to contact you about an active order, a safety notice or a legal obligation, and we will tell you why if we do.
5.4 What Meta does with these messages
Messages sent through WhatsApp pass through Meta's infrastructure. Meta acts as a processor on our behalf for these messages, and states that it retains message content for a maximum of 30 days. Meta's own handling of your data is governed by the WhatsApp Privacy Policy and the Meta Terms for WhatsApp Business, which are separate from this policy and outside our control.
WhatsApp messages are end-to-end encrypted in transit. Once a message reaches us, it is stored on our systems and covered by this policy.
5.5 Message charges
You are never charged by us for receiving our messages, beyond any data charges your own mobile plan applies.
6. Who we share your data with
We do not sell your personal data. We share it only as follows:
- Our distributors, dealers and service partners, where they need it to deliver, install, service or support a product for you
- These providers may use your data only on our instructions.
- Meta Platforms — WhatsApp Business messaging
- Google — website analytics and advertising measurement
- Vercel — website and application hosting
- Logistics partners, and professional advisers
- Regulators and authorities, including the Central Drugs Standard Control Organisation and other statutory bodies, where required by law or for device safety and vigilance purposes
- Professional advisers — auditors, lawyers, insurers
- A purchaser or successor, if our business or part of it is transferred, subject to this policy continuing to apply
Transfers outside India
Some of the providers listed above, including Meta, Google and Vercel, store and process data on servers located outside India. Where that happens, we take steps to ensure your data remains protected to the standard described in this policy. The Digital Personal Data Protection Act permits such transfers except to countries restricted by the Central Government.
7. How long we keep your data
We keep your personal data for as long as our relationship with you is active, and for 24 months after our last meaningful contact with you.
After that we delete it or anonymise it, with these exceptions:
- Statutory records — invoices, tax and accounting records are kept for the period required by Indian law
- Device traceability and safety records — kept for the period required under applicable medical device regulations, which may be substantially longer
- Consent and opt-out records — kept for as long as needed to prove we honoured your choices
- Legal claims — kept until any relevant claim or investigation is concluded
If you withdraw consent, we stop using your data for that purpose and delete it unless one of the exceptions above applies.
8. How we protect your data
We use access controls so that only staff who need your data can reach it, encryption in transit, secured hosting, contractual obligations on our service providers, and internal training on handling personal data.
No system is perfectly secure. If a personal data breach occurs that affects you, we will notify you and the Data Protection Board of India as required under the Digital Personal Data Protection Act and the rules made under it.
9. Cookies and website analytics
Our website uses cookies and similar technologies to make the site work, remember your preferences, and understand how the site is used.
We use Google Analytics to understand how visitors find and use our website — which pages are viewed, how long visits last, and which sources bring people to us. This sets cookies in your browser named _ga, _gid and _gat, which contain a randomly generated identifier rather than your name.
We also use Google Ads conversion measurement to understand which of our advertisements lead to enquiries.
These are analytics and advertising cookies, not essential to the site working. You can control or block them at any time:
- Change your browser settings to block or delete cookies
- Install the Google Analytics Opt-out Browser Add-on
Blocking essential cookies may stop parts of the site working.
10. Your rights
Under the Digital Personal Data Protection Act, 2023, you have the right to:
- Access — ask what personal data of yours we hold and how we use it
- Correction and completion — have inaccurate or incomplete data fixed
- Erasure — ask us to delete your data, subject to the exceptions in Section 7
- Withdraw consent — as easily as you gave it
- Grievance redressal — complain to us and receive a response
- Nominate — nominate another person to exercise your rights in the event of your death or incapacity
To exercise any of these, contact our Grievance Officer (Section 12). We will respond within 30 days and will not charge you.
If you are not satisfied with our response, you may complain to the Data Protection Board of India.
11. Children and persons with disabilities
We do not knowingly collect personal data directly from children under 18.
Where a parent or carer contacts us about a device used in the care of their child, we process the parent or carer's contact details, not the child's. We do not use children's data for tracking, behavioural monitoring or targeted advertising, which the Digital Personal Data Protection Act prohibits.
Where personal data of a person with a disability who has a lawful guardian is involved, we will process it only with the guardian's consent.
If you believe we have collected a child's personal data, contact our Grievance Officer and we will delete it.
12. Grievance Officer and how to contact us
If you have a question, a request about your data, or a complaint, contact:
The Grievance OfficerPhoenix Medical Systems (P) Ltd DP42, SIDCO Industrial Estate, Thirumudivakkam, Chennai – 600132, Tamil Nadu, India
Email: rohan.g@pmsind.comTelephone: +91 44 2478 1705
We will acknowledge your complaint and respond within 30 days.
13. Changes to this policy
We may update this policy. When we make a significant change, we will update the "Last updated" date at the top of this page and, where the change materially affects how we use your data, notify you directly.