Your information
Privacy Policy
This notice explains personal information used by Tiketi Kiganjani and the choices available to you. Account closure, deletion of personal information and lawful retention of ticket records are different processes.
Last updated:
1. Introduction
We use personal information to provide electronic ticketing and related services in Tanzania. This notice describes the relevant processing rather than promising that every record disappears when an account closes.
2. Who is responsible
Rafiso Holding Company Limited, Dar es Salaam, Tanzania, owns and operates Tiketi Kiganjani and is responsible for the platform processing it determines. Contact contact@tiketikiganjani.co.tz about that processing. Transport operators and payment providers may have their own responsibilities for information they process independently.
3. Services covered
This notice covers the public website, Passenger App, Operator App, Attendant App and related ticketing, support and administration services operated by the company. A separate provider’s website or payment service may also apply its own privacy notice.
4. Information we collect
Depending on the service, records include your name, phone number, email, authentication information, passenger category, tickets, selected route and origin/destination stops, payment references, support messages and operational or security records. Apps also use notification-device identifiers and diagnostic information to support delivery and troubleshooting.
The purchase or registration form identifies the information needed to complete that action. Passenger email and national identification are optional in the profile where indicated; student identification is requested for the student category. Operator, agent and staff records depend on their role.
5. How information reaches us
You supply information through forms, apps, purchases, uploads and support communications. Authorized operators or staff supply relevant business and assignment details. Payment and ticket-verification events produce transaction records; the website and apps generate the technical records needed for sessions, notifications and error investigation.
6. Why we use information
Purposes include creating and securing accounts, issuing and recovering tickets, confirming payments, checking fares and student eligibility, verifying journeys, managing authorized staff and ticket allocations, answering support requests, investigating misuse and meeting applicable recordkeeping or regulatory duties. We do not use personal information for promotional marketing.
7. Lawful processing and consent
Processing must have a lawful purpose under Tanzanian law. Service delivery and account administration, applicable legal duties, and proportionate security or dispute handling explain why particular records are needed; they are not a blanket permission to collect anything. Where consent is legally required, it must be obtained and may be withdrawn for future consent-based processing. Sensitive information requires the safeguards and written consent required by law unless a lawful exception applies.
8. Tickets and payments
Ticket and purchase records connect the passenger details supplied to the selected journey, fare, status and transaction references. Payment providers process the payment through their own channels; we use confirmations and references to issue tickets, reconcile records and resolve disputes. Never send a payment PIN, password or verification code to support.
9. Student identification
Student ID uploads support checks for the student fare category. Relevant authorized staff may need to review eligibility information; access should be limited to that purpose. The current account-closure process does not automatically delete student ID files, and replacing an upload does not establish that the old file has been erased. Contact us for a review of an ID’s continued necessity or a deletion request; no automatic disposal period is promised.
10. Operators, agents and staff
Business registration, contact, staff-role, bus, route, assignment and ticket-stock information supports onboarding and authorized operations. Operator onboarding also uses business and tax identifiers, LATRA licence information and, for payouts, bank account details; driver administration uses licence and assignment information where requested. Transaction and activity records allow relevant operators and administrators to review the work assigned to them. Separately agreed business arrangements may specify further responsibilities.
11. Service communications
SMS, email or app notifications may carry verification instructions, payment or ticket updates, security notices and responses to your requests. These are transactional communications. We do not send promotional marketing using your personal information. Device notification settings can affect delivery, but necessary service records still exist.
12. Verification and authorized access
Authorized attendants, agents, operators and administrators access the information relevant to their tasks, such as ticket validity, journey details and issuance records. Verification can record that a ticket has been used. Protect ticket links and codes: another person who obtains them may be able to view or present ticket information. Verification does not authorize unrelated browsing or disclosure of passenger records.
14. LATRA and lawful disclosures
Tiketi Kiganjani is recognized, approved and certified by LATRA and integrated with its Core Electronic Ticketing System. Relevant ticketing and operational information may be provided through that integration or to competent authorities where lawfully required. This does not mean every passenger record is public or that LATRA requires all personal information to be kept for five years.
15. Storage and security
The website and first-party platform data are hosted in Tanzania. Account authentication and role-based permissions support controlled access, but no system is free of security risk. Keep your devices, passwords and ticket references secure and report suspected misuse. Do not treat the availability of an upload function as a guarantee that a document will be erased automatically.
16. Retention
Our standard business retention policy is five years unless a different statutory, regulatory or justified period applies. This is not a rule that every item of personal information must be kept for five years. The need for a profile, student document, security record or support message must be considered for its particular purpose.
Relevant tax and transaction documents can be subject to statutory recordkeeping and unresolved audits or disputes. Historical ticket records, including passenger names, remain where retention is necessary and legally justified; these are identifiable records, not anonymous statistics. General retention periods are a policy, not proof that automatic deletion is implemented for each category.
17. Account closure is not complete erasure
A Passenger App deletion request places the account in a pending-closure, deactivated state and signs out the requesting session. Signing in within 30 days restores the account. After the restoration period, the account is permanently closed through the closure process and sign-in using the original account details is blocked.
The current process retains profile and authentication records, identity information and associated ticket or purchase history rather than automatically erasing them all. Student files are not automatically purged. Retained ticket records may still identify the passenger and remain linked to the closed account. Ask separately for erasure or a review of continued retention; closure alone is not confirmation that this review or erasure has occurred.
18. Your rights and complaints
Subject to the conditions and limits of Tanzanian law, you may seek information about processing, access, correction, erasure, restriction or objection to relevant processing, portability where available, and withdrawal of consent. Contact us with the request and enough information to identify the records. Identity checks protect you from unauthorized disclosure or deletion. Lawful retention can limit erasure; a refusal should explain its basis. You may complain to the Personal Data Protection Commission without giving up other available remedies.
19. Children and students
Not every student is a child. Where children’s information is processed, the authorization of a parent, guardian or other lawful representative and the safeguards required by law must be addressed. The current registration flow does not establish a verified age or guardian-consent process. A parent or guardian should contact support before submitting a child’s identity documents; do not assume that selecting a student fare records that authorization.
21. Processing outside Tanzania
Hosting the website and platform data in Tanzania does not establish that every third-party operation takes place here. Services used for app notifications, diagnostics and fonts may process technical information outside Tanzania. The exact processing locations depend on those services. Any transfer must meet applicable Tanzanian requirements, including permissions and safeguards where required. Contact us for details about the services and transfer arrangements relevant to your information.
22. Changes to this notice
We may update this notice when services, processing or applicable requirements change. The date above identifies this version. An updated notice does not remove rights that apply to earlier processing or replace consent when fresh consent is legally necessary.
23. Privacy requests and legal framework
Email contact@tiketikiganjani.co.tz for access, correction, erasure, retention questions or a complaint. Explain whether you want account closure, deletion of specific information, or both. The applicable framework includes the Personal Data Protection Act, 2022 (Chapter 44) and the Personal Data Protection (Personal Data Collection and Processing) Regulations, 2023, as amended. The statutory procedures and time limits for the relevant request apply.
Contact us
For ticket assistance, account requests or privacy questions, contact the Tiketi Kiganjani team.
Rafiso Holding Company LimitedDar es Salaam, Tanzania
contact@tiketikiganjani.co.tz
+255 743 313 344
Include the relevant ticket or transaction reference, but never send your password, payment PIN or one-time verification code. Send identity documents only when requested through an agreed verification method.