Do take note that if you access any third-party link or website from our Services, you may need to refer to the privacy policies of such third parties. Novartis does not endorse and is not responsible for the information or privacy practices of websites or services owned by third parties.
If you have any questions in relation to the processing of your Personal Information or this Policy, please refer to our Contact ussection.
A. Information that you provide to us voluntarily
A.1 Registration of user accounts
In order to use some Services (or individual parts of them) it may be necessary to create a user account by registering beforehand. This is the case, for example, when you visit websites whose content is only accessible to licensed medical specialists or accredited press representatives. When registering, you have to provide your name, email address, login ID, security questions & answers, encrypted passwords, postal address, telephone number and, if applicable, your license to practice medicine or accreditation.
We process and save the Personal Information provided during registration exclusively to enable you to access the content specifically relevant to you. The legal basis for processing your Personal Information may be fulfilment of obligations under an agreement with you or consent from you.
A.2 Contact requests, customer support or feedback
For inquiries via our contact form, you must provide your name, postal address, e-mail address, telephone number, the reason for contacting you and your message. You may provide your social media profile information including name, email address, contact details, comments and reactions when you interact with us on social media platforms or using your social media login credentials to authenticate on our website.
We process and save the Personal Information provided in the contact request only to process and answer your request regarding our products and services and to get in touch with you.
The legal basis for processing your Personal Information is the fulfillment of our contractual obligations to communicate any relevant concerns about which you have contacted us.
When subscribing for our newsletter service, you will need to provide your name, email address and/or postal address.
Insofar as you have given us your consent to data processing when registering for the newsletter service, we process and save the Personal Information provided when subscribing for the newsletter only to provide the newsletter service and you in accordance with the newsletter service you have subscribed to inform about Novartis events, products, services and / or promotions.
If you have consented to this when subscribing for the newsletter, we can also analyze your user behavior when opening the relevant newsletter and process the data collected for the personalization of future newsletters and other promotional communication.
The legal basis for the processing of your Personal Information is your consent.
A.4 Orders and services
When ordering products and services via the website (such as information materials, brochures, etc.), you will need to provide your name, email address and postal address and, if applicable, your payment details.
We process and save the Personal Information provided when placing an order in order to provide you with the products and services you have ordered and for our business purposes including improving our products and services and tailoring your experiences when interacting with the Services. The legal basis for processing your personal data is fulfilment of contractual obligations and our legitimate interests.
A.5 Tracking and monitoring adverse events
Novartis is legally obliged to inform itself about undesirable side effects and interactions, the lack of drug effectiveness, quality complaints and / or other aspects related to the safety or quality of Novartis products. If you provide us with information about Novartis products (e.g. via our website), we will evaluate and review your information (which may include information about your state of health, side effects and, if applicable, your name). For this purpose, we may also contact you if you have any questions.
Novartis is also legally obliged to report significant side effects to the responsible health authorities, whereby we only pass on your information in pseudonymous form so that no information that directly identifies you is passed on. We can also share this information with other Novartis Group companies, provided that they are themselves obliged to report to the health authorities responsible for them.
The legal basis for the processing of your Personal Information is the fulfillment of our legal obligations or the safeguarding of our legitimate interests; which consist in particular of ensuring high safety and quality standards for Novartis products; or your consent.
B. Information that is collected automatically
B.1 Social Media Listening
We may also collect Personal Information that you made publicly available on public social media platforms (including blogs, forums etc.), related to Novartis, Novartis products, and more in general about drugs and diseases. This activity, called “social media listening”, is based on our legitimate business interests, for example to (i) have a better understanding of how certain key audiences like healthcare professionals or patients experience certain diseases or react to the use of Novartis products, (ii) have a better understanding of Novartis’ reputation as well as other market trends, (iii) identify key-stakeholders, in particular bloggers and social media influencers, and to initiate contact with them. This may include your Personal Information in form of comments, messages, blogs, photos and videos, although we will take steps to limit this Personal Information to the minimum necessary and keep it for no longer than necessary for the social media listening activity. If you want to limit further who can see your information, we recommend that you use the privacy settings available to you on such platforms.
B.2 Website usage analytics
Google will use this information on our behalf to evaluate your use of the website, to compile reports on website activity for us and to provide us with other services relating to website activity and internet usage. Novartis uses the data received from Google Analytics for business planning, for its own business activities and for marketing measures in order to better understand how the content of our web services and the associated experience can be improved.
The legal basis for the processing of your Personal Information when we do website analytics is your consent or our legitimate business interests.
B.3 Other tracking technologies
We may use other technologies including the tags that may collect some of your information like IP address to support website analytics offered by the providers, including but not limited to, mentioned below:
We do not currently respond to web browser “do not track” signals or other mechanisms that provide a method to opt out of the collection of information across websites or other online services.
The legal basis for the processing of your Personal Information is your consent or our legitimate business interests.
B.4 Website preferences and security
We may collect certain information about you like your IP address, unique device identifiers like Media Access Control (MAC) address, computer type (Windows or Mac), browser type and version, screen resolution, operating system name and version. We may also derive your location information from your IP address. We use this information to secure our websites and network systems and to improve our services by recording your preferences, maintaining service levels, diagnosing and troubleshooting technical issues.
The legal basis for the processing of your Personal Information is our legitimate business interests.
We may combine, aggregate, or anonymize Personal Information with data we may collect from or about you from other sources, such as public databases, providers of demographic information, joint marketing partners, public social media platforms (data made public by you), and other third parties. We may use your data for our business purposes, including audits, monitoring and prevention of fraud, infringement, and other potential misuse of our products and services, and for modifying our services. Also, we may use your Personal Information: • if we are required to do so because of an applicable law, requests from public and government authorities (including court order, subpoena, or governmental regulation), even outside your country of residence; • if we need to enforce our terms and conditions; • when we believe in good faith that the use of Personal Information is necessary to protect legal rights, the security or integrity of this website; • to protect your safety or the safety of others; • as part of any criminal or other legal investigation or proceeding in your country or in other countries; or, • to the extent reasonably necessary for development of or to proceed with the negotiation or completion of a corporate or commercial transaction.
We do not usually collect Sensitive Personal Information for the purposes other than monitoring and management of adverse events where we have a regulatory obligation. You are requested to not disclose your Sensitive Personal Information to us unless we specifically ask for it (e.g., national identification card numbers, information related to racial or ethnic origin, political opinions, religion or philosophical beliefs, health, sex life or sexual orientation, criminal background, or trade union membership, or biometric or genetic data for the purpose of uniquely identifying an individual).
We have implemented appropriate technical and organisational measures designed to provide an adequate level of security and confidentiality to your Personal Information.
The purpose of these measures is to protect Personal Information against accidental or unlawful destruction or alteration, accidental loss, unauthorized disclosure or access and against other unlawful forms of processing.
We will only retain your Personal Information for as long as necessary to fulfil the purpose for which they were collected or to comply with legal or regulatory requirements.
Whenever we process Personal Information, we take reasonable steps to keep your Personal Information accurate and up-to-date for the purposes for which they were collected. We will provide you with the ability to exercise the following rights under the conditions and within the limits set forth in the law.
- the right to be informed about what personal information we have about you and how we process your Personal Information;
- the right to access your Personal Information as processed by us and, if you believe that any information relating to you is incorrect, obsolete or incomplete, to request its correction or updating;
- the right to request the erasure of your Personal Information or the restriction thereof to specific categories of processing;
- the right to withdraw your consent at any time, without affecting the lawfulness of the processing before such withdrawal;
- the right to object, in whole or in part, to the processing of your Personal Information. With certain exceptions, this includes the right to object to direct marketing and the right to object to your Personal Information being used for research;
- the right to request a data portability, i.e. that the Personal Information you have provided to us be returned to you or transferred to the person of your choice, in a structured, commonly used and machine-readable format without hindrance from us and subject to your confidentiality obligations; and
- the right to object to automated decision making including profiling resulting in a significant or legal effect, i.e. you can request an human intervention in any automated decision making process related to processing of your data resulting in a significant or legal effect, and where such processing is not based on your consent, authorised by law or necessary for the performance of a contract. However, we don’t currently make decisions using automated processes only that result in significant or legal effects on individual.
If you have a question or want to exercise the above rights, you may send an email to our data protection officer at [email protected] or a letter to Novartis at their local address with a scan of your identity card for identification purpose, it being understood that we shall only use such data to verify your identity and shall not retain the scan after completion of the verification. When sending us such a scan, you should make sure to redact your picture and national registry number or equivalent on the scan.
If you are not satisfied with how we process your personal information, you may address your request to our data protection officer at [email protected], who will investigate your concern.
If you wish to contact us regarding how we use your Personal Information or you wish to exercise your data privacy rights, please email us at [email protected] or write us to the following address:
Novartis Nigeria Limited Landmark Building - 3rd Floor Plot 52/54 Isaac John Street, Ikeja GRA, Lagos - NIGERIA
The Britam Tower, 27th Floor Upper Hill, Mara Ragati Road P.O.Box 46057 – 00100, GPO Nairobi, Kenya
Novartis Pharma Services AG, Representative office, Cocody II Plateaux Vallon Street N°J9, 01 P.O Box 3996 Abidjan, Ivory Cost
Novartis Pharma AG Global Privacy Office Fabrikstrasse 18 4056 Basel Switzerland,
In order to facilitate the most efficient answer, please provide the following information: • Name of the website you are referring to • Your relationship and interaction with us • The description of the information you would like to receive from us