Why we collect your personal information
If you are a customer of a PLDT Group Company or Subsidiary, we collect and maintain
some basic information about you. We do so only for the following purposes:
- To create and nurture a relationship with you, so that we can continuously
provide you with our services. For example, when you apply for any of our services,
we collect personal information about you that will allow us to validate your
identity and credit history for purposes of billing and collection of fees for
the products and services that you avail from us.
- To improve our products and services. We collect, use, process, and analyze
how you use our products and services so that we can understand how to improve
them for your benefit.
- To understand your needs and preferences so that we can serve you better.
Maintaining a record of the products and services that you avail from us allows
us to gain a better insight of the kinds of offers that would be relevant to
your preferences. From time to time, we may send you product recommendations
and special offers that we think will interest you.
- To continuously improve our business and operations. For example, we analyze
customer usage of our network and facilities to help us manage your account,
provide customer care activities, monitor the quality and security of the network,
train our staff, and plan for future growth.
- To assist the Government. We generate statistical insights based on your
usage of our network and facilities to assist the Government in planning for
healthcare, disaster management, and other similar initiatives. When we can,
we aggregate and anonymize this information such that you are never identified
as an individual. [Aggregating simply means presenting information in segments
or categories like age groups; anonymizing means removing personally identifiable
information from the data].
- To comply with the Credit Information System Act. We run credit scoring
programs and initiatives, including but not limited to, providing information
to the Credit Information Corporation in accordance to Republic Act No. 9501.
- To meet legal and regulatory requirements. We perform such other processing
or disclosure that may be required under pertinent laws, rules, or regulations.
Where we get these information
There are several ways we collect information.
Information that you personally give us.
Most of the personal information we have are those that you have given us yourself.
You provide us personal information when you:
- Apply for our services by filling out Application Forms, Subscription Agreements,
and other similar or related documents through any of our available channels
(online, in our stores, or through our Sales representatives);
- Get in touch with us to ask about something, file a complaint or request
- Take part in our research and surveys;
- Become our Partner, Vendor, Contractor or Supplier; and/or
- When you apply for job with us.
Information we collect during our relationship with you
We also collect information as you use our products and services, like when you:
- Use our network, facilities and services - whether it is Mobile, Fixed,
Home, Enterprise, or any of our other products, services, and channels;
- Pay your bills or purchase add-on products and services;
- Use our apps, websites, and self-service channels and portals;
- Join our promos, prize raffles, or rewards & loyalty programs.
Information we collect from other sources
We also collect information from commercially or publicly available sources like
published directories and public documents. We may also obtain your personal information
from third parties and from other sources which you have given separate consent
for the disclosure of such information relating to you and where otherwise lawfully
When we disclose personal information
There are a variety of circumstances where we may need to disclose
or share some of the information that you have provided to us. In these cases, we
ensure that your personal information is disclosed on a confidential basis, and
always subject to the applicable rules and regulations of the Data Privacy Act.
We will never share, rent or sell your personal information to third parties outside
of the PLDT Group of Companies except in special circumstances where you may have
given your specific consent for, and as noted in this policy.
In some instances, we may be required to disclose your personal information to our
agents, subsidiaries, affiliates, partners and other third party agencies as part
of our regular business operations and for the provision of our products and services.
This means we might share your information with:
- Our partner companies,
organizations, or agencies including their sub-contractors or prospective business
partners that act as our service providers, contractors, professional advisers
who help us provide our products and services. For example: our couriers for
bill delivery and our customer contact centers for our pre- and post-sales hotline
- PLDT Group
Companies, Subsidiaries, and Affiliates; This includes:
- Digitel Mobile Philippines, Inc. (Sun Cellular)
- Voyager Innovations, Inc.
- Cignal TV
- FINTQNOLOGIES CORP.
- PayMaya Philippines, Inc. (formerly Smart eMoney, Inc.)
- Smart Bro Inc.
- Subject to applicable laws and regulations, law enforcement and government
- Other companies whom you have also given consent to share your information.
How we protect your personal information
The integrity, confidentiality and security of your information are important
have implemented technical, organizational and physical security measures that are
designed to protect your information from destruction, unauthorized access, alteration,
disclosure, fraudulent misuse and/or any other unlawful processing, as well as other
natural and human dangers.
We also put in effect safeguards such as:
- We keep and protect your information using a secured server behind a firewall,
encryption and security controls;
- We keep your information only for as long as necessary for the fulfillment
of the purposes for which the information was obtained or for the establishment,
exercise or defense of legal claims, or for legitimate business purposes, or
as provided by law;
- We restrict access to your information only to qualified and authorized
personnel who handle your information with strict confidentiality.
- We undergo regular audit and rigorous testing of our infrastructure’s security
protocols to ensure your data is always protected;
- We promptly notify you and the National Privacy Commission, when sensitive
personal information that may, under the circumstances, be used to enable identity
fraud are reasonably believed to have been acquired by an unauthorized person;
- We let you update your information securely to keep our records accurate.
The PLDT Group of Companies will not collect, use, or disclose your personal
information for any purpose other than those identified in this Commitment, your
Service Agreement or our Terms of Service, and any other purpose that you may have
given your consent for.
For greater clarity, unless you provide specific consent, we will not:
- Share your personal information with or sell it to our business partners
and third-party service providers; or
- Use your personal information to enable third-party targeted advertisements.
What your choices are
You are afforded certain rights in relation to your personal data under the Data
Privacy Act. We would like to ensure that we have your consent to continue to collect,
use, and disclose your personal information for the purposes that we have identified.
At the same time, we want you to know that you do have choices and can object or
withdraw your consent and/or edit your consent preferences at any time:
If you wish to have access to your personal information in our records; or you think
that such personal information we have of you is incomplete, not up-to-date, or
otherwise inaccurate, you may get in touch with the PLDT Group Data Privacy Officer
through the contact details provided below. In some instances, we may request for
supporting documents or proof before we effect any requested changes to your personal
PLDT Group Data Privacy Office;
Ramon Cojuangco Building, Makati Avenue, Makati City 1200 Philippines
PLDT Home Data Privacy Officer
Ramon Cojuangco Building, Makati Avenue,
Makati City 1200 Philippines
What happens when there are changes in our Policy
changes in the laws, rules, and regulations, to comply with government and regulatory
requirements, to adapt to new technologies and protocols, to align with industry
practices, or for other legitimate purposes.
You will always be provided notice if these changes are significant and, if we are
required by law, we will ensure to obtain your updated consent.
Data Privacy Notice
As a condition for use of the service, you permit PLDT Home and
its subsidiaries, affiliates, and subcontractors to process and/or disclose personal
data, including data that may be classified as personal information and/or sensitive
personal information under the Data Privacy Act of 2012, to agents, subsidiaries,
affiliates, partners, and other third parties, in order to undertake activities
that may include, among others:
Conducting analysis for purposes of research and marketing initiatives,
including the generation of anonymized or non-personally identifiable location
and mobility data to show footfall, location patterns, crowd density, and other
information that may be relevant for marketing purposes;
Managing your account, providing customer care activities, monitoring
the quality and security of the network, training our staff, and providing the
services to you in a timely and efficient manner;
Generating statistical insights based on usage/network information
to assist the Government in planning for healthcare, disaster, and other similar
Credit scoring programs and initiatives, including but not limited
to providing information to the Credit Information Corporation in furtherance
of the objectives of Republic Act No. 9501, otherwise known as the Credit Information
Sending commercial and promotional advertisements, loyalty and
rewards offers, surveys, customer-care, and after sales communications, and
other broadcast push messages;
Sharing your personal data with third-party content providers or
other third-party services for which you sign up; and
Such other processing or disclosure that may be required under
law or regulations.