About EASTEL and Anchor Communications

EASTEL Mobile Community Program ("EASTEL") is managed by Anchor Communications Sdn. Bhd. (Company No. 1566613-W). EASTEL operates as a Mobile Virtual Network Operator (MVNO) under U-Mobile Sdn. Bhd.'s licensed infrastructure. This Privacy Policy explains how Anchor Communications collects, uses, discloses, and protects your personal information when you subscribe to EASTEL services, visit EASTEL Sites, or interact with us. By subscribing to EASTEL services, you agree to be bound by these Terms & Conditions and this Privacy Policy.

Definitions Used in This Policy

In this Privacy Policy, certain terms have specific meanings. "Biometric Information" means any Personal Information resulting from technical processing relating to your physical, physiological, or behavioral characteristics and may include your facial image, fingerprint, and voice. "Personal Information" means any information in our possession that relates directly or indirectly to you to the extent that you are identified or identifiable from that information. "Process" includes collecting, recording, holding, storing, using, and disclosing personal information. "Sensitive Personal Information" refers to information about physical or mental health, political opinions, religious beliefs, commission of any offense, or Biometric Information. "Services" means any services or products offered by Anchor Communications through our Network. "EASTEL Sites" means EASTEL websites including mobile applications, programs, and any other sites or portals that we own or operate.

Acknowledgment and Consent

By providing your Personal Information, obtaining EASTEL Services, visiting EASTEL Sites, or interacting with us, you acknowledge and consent to your Personal Information being Processed by us and disclosed to any Subscriber of EASTEL or to third parties according to this Privacy Policy. Your consent is fundamental to how we operate and ensures that we can deliver the EASTEL services you expect.

Information About Others

If you provide Personal Information about someone other than yourself (for example, about family members who will use a service under your account), you are responsible for informing such individuals that you are providing their Personal Information to us. You must obtain their prior consent for the disclosure and processing of their Personal Information by EASTEL in accordance with this Privacy Policy and for the purposes of providing the Service. By providing their information, you acknowledge that we are entitled to rely on your representation that you have obtained their consent.

Minors and Consent

If you are under the age of eighteen (18), you are required to obtain the consent of your parents or legal guardian before providing us with your Personal Information. You must ensure that your parent or legal guardian has reviewed this Privacy Policy and has consented, on your behalf, to the collection, use, and processing of your Personal Information as described herein. EASTEL takes the protection of minors' data seriously and encourages parental supervision.

Information You Provide Directly

EASTEL collects personal data directly from you where it is necessary, reasonable, or practical to do so. When we collect your personal data, we will inform you how we may use or disclose it unless it is apparent at the point of collection. If you do not agree to provide such required information, we may not be able to provide or continue providing the relevant EASTEL Services. The Personal Information we collect depends on your interaction with us, the types of Services you use or subscribe to, or the EASTEL Sites you visit.

Types of Personal Information Collected

EASTEL collects various types of Personal Information including: your name, date of birth, identification supporting documents (including NRIC or passport number), gender, nationality and race, preferred language, marital status, address, email address, telephone number, and Biometric Information. We also collect your bank account and/or payment card details (credit and/or debit card information), your personal interests and preferences to help tailor offerings, the status of products and/or services you have acquired, your account information such as dates of payment owed and received, reload information, information provided in surveys and promotions, and your image capture through our video surveillance cameras when you visit our premises.

Methods of Collection

Your Personal Information is collected through various methods and channels. We collect information directly from you when you communicate with us, register or subscribe for EASTEL mobile data plans and/or services, request information, or contact us with enquiries. We may also collect information from third parties like credit reporting agencies, fraud prevention agencies, law enforcement agencies, financial institutions, and government entities. Additionally, we collect information from merchants and business partners, publicly available sources like market research providers, and automatically when you visit EASTEL Sites through cookies and similar technologies. When you contact EASTEL customer support by phone, calls may be recorded for training, quality, and business purposes. When you visit our offices, branches, service centres, or authorised dealers, your image may be captured by video surveillance as part of our security requirements.

Service Delivery and Account Management

EASTEL processes your Personal Information to process your application to become a customer, verify your identity, assess your creditworthiness, provide Services to you, conduct planning, provisioning and billing for Services, protect and defend our rights or property, and establish and maintain a common database of our customers with other service providers or with parties nominated by us. These core functions enable EASTEL to deliver reliable mobile services to you.

Marketing and Personalization

EASTEL may use your Personal Information to keep you informed about our products and services and to contact you with offers or promotions based on how you use our products and services. This includes using third-party service providers such as ad-serving and targeting platforms. We also use your information to understand how our different customers use our Network, products, and services so we can develop relevant offerings and personalize the products and services we provide to you. We may derive insights about you and who you interact with to identify market segments, market products and services, or carry out market research.

Research, Compliance, and Security

EASTEL processes Personal Information to carry out research and statistical analysis on customer use of our Network, to develop new products and services, and to comply with legal and regulatory requirements. We also use your information to help with law enforcement, judicial, or other government agencies, to maintain records required for security, claims, or other legal purposes, to deal with enquiries or complaints, to train our staff and manage quality assurance, for preventing or detecting crime, for investigations, to recover debts, to protect our Network, to manage the volume of calls and messages, and to manage and improve our Network, Services, and EASTEL Sites.

Who EASTEL Shares Information With

In the course of providing EASTEL services, your Personal Information may be disclosed among Anchor Communications and certain third parties that EASTEL works with. These include credit providers, credit reporting agencies, fraud prevention agencies, our business partners, strategic partners, service and content providers, and contractors involved in delivering any part of our Services to you. We may also share information with our professional advisers including lawyers, accountants, auditors, and tax advisors on a need-to-know basis, debt collection agencies, financial institutions, merchants, payment card operators, and card associations.

Legal and Regulatory Disclosures

EASTEL may disclose your Personal Information to law enforcement bodies to assist in their functions, courts of law, or as otherwise required or authorized by law. We may also disclose information to regulators, government bodies, or other authorities to discharge any regulatory function, under any law, or in relation to any order or judgment of a court for the purpose of detection or prevention of crime, unlawful activities, or fraud. If any organization acquires EASTEL or if we sell any part of our business or assets, any Personal Information we hold about you will be transferred as part of that transaction.

Protection of Your Personal Information

EASTEL implements all appropriate measures to ensure the security and confidentiality of your Personal Information. We take steps to ensure that any third party receiving Personal Information will protect your privacy, keep your Personal Information secure, and process it in accordance with applicable law. We enter appropriate contracts with third parties that set out sufficient guarantees in respect of technical and organizational security measures governing the Processing of your Personal Information. Third parties are also subject to data security compliance requirements under the Personal Data Protection Act 2010 (PDPA).

Retention of Personal Information

EASTEL retains your Personal Information only for as long as necessary to fulfill the purpose(s) for which it was collected or to comply with any legal, regulatory, or other legitimate business requirements. We take all responsibility to ensure that all irrelevant or excessive Personal Information is destroyed or made anonymous as soon as reasonably possible. This commitment ensures that your data is not kept longer than necessary.

Marketing Communications – Opt-Out Rights

Upon subscribing to EASTEL services, you will receive marketing communications about products and services based on your preferences and interests from us and our selected merchants and strategic partners. These include promotions, marketing materials, and information on future events. If you do not intend to receive or continue receiving these marketing communications, you may opt out by contacting us via the contact details provided in this policy. Please note that if you opt out, we will stop sending you marketing communications, but we will continue sending you communications that relate to the Services we provide to you, such as billing notifications and service updates.

How to Delete Your EASTEL App Account

EASTEL mobile app users can request deletion of their app account directly within the application. To delete your account, follow these steps: Open the EASTEL app, log in with your EASTEL mobile number, then go to Settings → Account → Delete Account. Account deletion will remove app access and profile data from the application. Please note that certain subscriber and billing records are retained as required by Malaysian law and regulatory obligations, even after app account deletion. If you cannot access the app for any reason, please contact EASTEL Customer Support at [email protected] for assistance with account deletion.

Links to Third Party Sites and Services

This Privacy Policy applies solely to Anchor Communications' EASTEL Sites and Services. If any part of EASTEL Sites links you to third-party sites and services, those other sites and services do not operate under this Privacy Policy. EASTEL does not accept any responsibility or liability arising from those other sites and services. Any Personal Information you provide on such third-party sites will be subject to that third party's privacy notice. Before disclosing your Personal Information on such third-party sites or subscribing to such third-party services, you should check the third party's privacy notice.

Use of Cookies and Tracking Technologies

EASTEL collects information automatically when you use EASTEL Sites and Services through cookies and other similar technologies. We use cookies for several purposes, including storing your preference for certain types of information or products, further analysis for the purpose of providing products and services to you, improving our products, and personalizing our services to you. You may amend the settings on your browser or mobile device to be notified when you receive a cookie or other similar tracking tools. If you disable cookies, you may not be able to access certain features of EASTEL Sites.

Acceptable Use of EASTEL Services

As an EASTEL Subscriber, you are solely responsible for all acts or omissions that occur when using EASTEL Services. You agree to abide by Malaysian Communications and Multimedia Commission (MCMC) regulations governing the use of mobile services. You agree not to use EASTEL Services for any unlawful purposes, to publish defamatory or obscene material, to infringe copyright or other proprietary rights, or to post or transmit harassing, abusive, threatening, or offensive material. EASTEL reserves the right to take appropriate action against any violation of these acceptable use terms.

Third Party Services or Products

Anchor Communications is not responsible for or liable for any third-party services or products which you access, use, or acquire through EASTEL Services. Any transactions or interactions with third parties accessed through EASTEL are solely between you and the third party. EASTEL encourages you to review the terms and privacy policies of any third-party services you choose to use.

EASTEL is committed to protecting your personal information in accordance with the Personal Data Protection Act 2010 (PDPA). If you have any questions about this Privacy Policy or wish to exercise your rights regarding your personal data, please contact EASTEL Customer Support.