We collect information to understand our customers' needs better. This helps
our partners and us to improve services and the way we communicate with our customers.

We know that privacy is important to our partners and customers and we strive to be as open and transparent as possible in how we serve customers.

We conduct business in compliance with the Personal Data Protection
Act (PDPA) and have implemented additional measures to protect customers’ personal information.

Our Data Protection Policy aims to help our partners and customers understand
how we collect, use, share and protect personal information.

Ways we collect customers’ personal information

We may collect customers’ personal information when customers:
• Subscribe to our services
• Use our network, *including through our mobile virtual network operators,
and other products or services listed
• Register for a specific product or service (e.g. registering of interest for a service)
• Sign up for alerts or newsletters
• Contact us with a question or request for assistance
• Participate in a competition, lucky draw or survey
• Visit our websites and applications (through the use of cookies / mobile advertising IDs and other technologies)
• Visit our events
 

The information we collect

The information we collect depend on the products and services customers use and subscribe to. Here are key examples:
 

Customers identity – This includes address, telephone number, email address, date of birth, any form of biometric that customers may have submitted, as well as service-related information such as bank and credit card details, device ID and IP address.
 

Customers interaction with us – For example, an enquiry customers make through one of our contact channels such as Facebook, Instagram, Whatsapp or an email customers send to us or other records of any contact customers have with us.
 

Customers account information – For example, the subscription services customers use or other details related to customers’ account.

Information on customers’ use of our services – For example, the phone numbers customers call or send text messages to, *the content of the SMSes customers receive and vice versa, as well as the date, time and duration of your calls through our network and the approximate location of customers’ mobile device.

Information on our network – For example, information on the pages browsed on our network.

Customers’ preferences – This is based on what customers share with us on how customers would like to be contacted, and customers’ preferred products, services and lifestyle activities for example.

Information from other organisations – These organisations include fraud-prevention agencies, business directories, credit reference agencies, our partners and other marketing service providers, or individuals we believe customers have authorised to provide personal details on customers’ behalf.

How we use customers information

We may use customers’ information for the following:
 

Provisioning & administration of services

• Process customers’ orders and activate or deactivate services
• Enable us to process bills and payments
• Respond to enquiries and requests from customers or people customers have authorised
• Inform customers about service upgrades and updates
• Provide directory assistance
• Facilitate interconnection and inter-operability with other service providers
• Verification of identity
• Store information for performing certain functions such as completing forms, facilitating website navigation, authentication, and enabling marketing and advertising technology
 

Market research, network & service enhancement

• Conduct market research and customer satisfaction surveys to improve customer service; develop new products, as well as personalise the services our stakeholders and us offer customers
• Improve our network, for example by looking at usage and mobility patterns
• *Perform market analysis
• Improve customers’ experience based on customers’ usage behaviour on our websites and applications

(*Upon request from private and public organisations, we may provide information collected as described above for their planning purposes. The information included within any reports to these organisations is always aggregated and anonymised such that no particular individual is identifiable.)

Sharing of rewards and benefits

• Offer rewards and promotions, and share promotional benefits and loyalty programs which customers may qualify for
• Provide updates, offers, invitations to events and deliver relevant advertising, including through voice, SMS and digital advertising with customers’ prior consent or if otherwise permitted under local laws and regulations

Security and risk management

• Inform customers of service and security issues
• Conduct internal audits and determine creditworthiness
• Ensure the safety and security of our properties and systems
• Conduct checks against money laundering, terrorism financing and related risks
 

Legal & regulatory requirements

• Meet legal, regulatory and other requirements including providing assistance to law enforcement, judicial and other government agencies

We will not use customers personal data for purposes other than what we have informed customers, or which are permitted under local laws and regulations.
 

We will not offer, publish or share customers personal data with third parties outside
our partners and us for commercial purposes, without seeking customers explicit permission.
 

We will retain customers’ information for only as long as there is a business or legal need.

Sharing your information

We may share customers information with:
• Business partners and vendors we work with to deliver services customers have subscribed to *or to provide fraud or crime detection and prevention services to us
• Industry regulators and other government organisations, as required by local laws and regulations
• Financial institutions for purposes such as facilitating payments
• Research institutions for market analysis purposes
• Credit reference bureaus for the purpose of preparing credit reports or evaluation of creditworthiness
 

Customers’ information is disclosed to the above only for relevant purposes (please refer to those mentioned in this Policy) or to protect the interests of our customers.

In some cases, we encrypt, anonymise and aggregate the information before sharing it. Anonymising means stripping the information of personally identifiable features. Aggregating means presenting the information in groups or segments e.g. age groups.
 

We will also ensure that overseas organisations we work with observe strict confidentiality and data protection obligations.

Protecting customers’ information

We have implemented stringent measures to secure and protect customers’ information. 

These include:
• Safeguards to prevent security breaches in our network and database systems
• Limits on access to information in our systems and the systems of our business partners and vendors
• Strict verification processes to prevent unauthorised access to information
 

Respecting customers’ contact preferences

We are committed to complying with the Do Not Call (DNC) provisions. We are always mindful of engaging our customers in a more targeted and relevant way.
 

We may send marketing messages to customers’ telephone number if:
• Customers have given the consent to us, OR
• Customers have not registered with the national DNC Registry, OR
• the sending of such messages is permissible under applicable laws and regulations.
 

Our marketing messages aim to update customers about our exclusive offers, rewards programme and special deals from our preferred partners and advertisers.
 

If customers wish to continue receiving such messages or to opt out, customers can text the preference to us directly or reply to any of the marketing ads at any time. The request will be processed within 21 days, except for marketing messages sent via bills, which will be processed in the next 2 billing cycles.
 

Please note that after opting out, customers may still continue to receive non-marketing messages, such as product updates and service notices as permitted under applicable local laws and regulations.

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**Customers may configure their browser setting to disable all cookies and mobile advertising IDs, including cookies and mobile advertising IDs associated with our partners' and our services. However, it is important to remember that some of our partners' and our services may not function properly if customers’ cookies and/or mobile advertising IDs are disabled.