The PLDT Care Web Form
By using the PLDT Care Web Form (the “Web Form”) and the services offered by the Web Form (“Service”) at https://pldthome.com/wfterms housed in the PLDT Home Website (https://pldthome.com/support), you are agreeing to and accepting the terms and conditions below, including any documents, policies and guidelines incorporated by reference (referred to collectively as the “Terms”). If you do not agree to these Terms, please do not continue to use this Service and exit immediately. PLDT reserves the right to modify and amend the Terms at any time without prior notice. Your continued use and access to the Web Form, following the posting of the changes to these Terms, will be taken as your consent and acceptance of the amended Terms.
1. Description
The Web Form is a digital online page owned and operated by PLDT Inc. (“PLDT”) that allows PLDT Home subscribers to make requests, send complaints, and request resolutions for various service-related issues including reconnection, billing, and activation of features with regard to their PLDT Home accounts. All the information submitted through the page goes to PLDT for processing. PLDT reserves the right to add, modify and/or discontinue any and all portion of the Service at any time.
2. Functionality
The information and Services provided by the Web Form are intended to address basic queries on PLDT Home products, billing and service concerns. You understand and agree that the Web Form’s capacity to process your request may be limited; the Web Form may not be able to provide you with all the information and service you need. You may still chat with our Customer Care representative, or PLDT may contact you, should you need further information or assistance.
3. Your Responsibilities
When accessing the Web Form, you understand and agree that:
- PLDT may monitor and/or record the information for our mutual protection and to enhance the Web Form and the quality of PLDT’s customer service;
- you agree to protect your personal information, login identification, and other personal information and will not provide these during Web Form sessions unless otherwise required to fulfill transactions;
- PLDT may collect the address of your exact location, landline and account numbers, and the time and date of your use; and
- you will not post or publish any material that may be considered by PLDT to be defamatory, obscene, pornographic, threatening, invasive of privacy or publicity rights, abusive, illegal, indecent, or otherwise harmful to others. In such a case, or at PLDT’s discretion for any other reason, PLDT may end the Web Form sessions at any time without prior notice and delete or restrict your access to the Web Form. PLDT will not be responsible for any direct or indirect damage that someone may claim to obtain in such a circumstance.
4. Force Majeure
PLDT shall not be responsible for damages, delays, non-performance or failure in performance resulting from acts or occurrences beyond its reasonable control, including, without limitation: fire, lightning, explosion, power surge or failure, flood, typhoon, acts of God, other natural disasters, epidemics, pandemics, war, terrorism, revolutions, civil commotion or acts of civil or military authorities or public enemies; any law, order, regulation, ordinance or requirement of any government or legal body or any representative of any such government or legal body; or labor unrest, including, without limitation, strikes, slowdowns, picketing or boycotts; inability to secure raw materials, transportation facilities, fuel or energy shortages, or acts or omissions of other common carriers, and any other events analogous to the foregoing.
5. Limitation of Liability
PLDT does not assume any responsibility for, and will not be liable for, any damages to, or any viruses that may infect your devices, telecommunication equipment or other property caused by, or arising from, your access to or use of this Web Form. PLDT does not guarantee continuous, uninterrupted, or secure access to the Web Form or its Services, and operation of the Web Form may be interfered with by numerous factors outside of PLDT’s control.
IN NO EVENT WILL PLDT OR ANY OF ITS DIRECTORS, OFFICERS, SHAREHOLDERS, EMPLOYEES, AGENTS, SUCCESSORS OR ASSIGNS, BE LIABLE TO YOU OR ANYONE ELSE FOR ANY INDIRECT, SPECIAL, PUNITIVE, INCIDENTAL OR CONSEQUENTIAL DAMAGES (INCLUDING, WITHOUT LIMITATION, THOSE RESULTING FROM LOST PROFITS, LOST DATA OR BUSINESS INTERRUPTION) ARISING FROM THE USE, INABILITY TO USE, OR THE RESULTS OF USE OF THE WEB FORM, OR THE MATERIALS, INFORMATION OR SERVICES CONTAINED ON ANY OR ALL SUCH APPLICATION, WHETHER BASED ON WARRANTY, CONTRACT, TORT OR ANY OTHER LAW AND WHETHER OR NOT ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THE FOREGOING LIMITATIONS OF LIABILITY DO NOT APPLY TO THE EXTENT PROHIBITED BY LAW. IN THE EVENT OF ANY PROBLEM WITH THE WEB FORM OR ANY CONTENT, YOU AGREE THAT YOUR SOLE REMEDY IS TO CEASE USING THIS WEB FORM.
6. Indemnity
You agree to defend, indemnify and hold PLDT free and harmless from any and all liabilities, costs, and expenses, including reasonable attorneys' fees, related to or in connection with: (a) the use of the Web Form OR your placement or transmission of any information on the Web Form by you; (b) your violation of any of these Term, including without limitation, your breach of any of the representations and warranties above; (c) your violation of any third-party right, including without limitation any right of privacy or intellectual property rights; (d) your violation of any law, rule or regulation of the Republic of the Philippines, relating to your use of the Web Form; and (e) any claim or damages that arise as a result of any user information that you provide to the Web Form.
7. Disclaimer
YOU USE OF THIS WEB FORM AND/OR ANY OF ITS SERVICE AT YOUR OWN RISK. THE INFORMATION, MATERIALS, AND SERVICES PROVIDED ON OR THROUGH THE WEB FORM ARE PROVIDED "AS IS" WITHOUT ANY WARRANTIES OF ANY KIND, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NONINFRINGEMENT OF INTELLECTUAL PROPERTY. WHILE PLDT TRIES ITS BEST TO PROVIDE THE MOST ACCURATE AND UP TO DATE INFORMATION, PLDT DOES NOT WARRANT THE ACCURACY OR COMPLETENESS OF THE INFORMATION, MATERIALS OR SERVICES PROVIDED ON OR THROUGH THE PLDT CARE WEB FORM. SOME INFORMATION, MATERIALS, AND SERVICES PROVIDED ON OR THROUGH THE PLDT CARE WEB FORM MAY BE OUT OF DATE, AND PLDT DOES NOT MAKE ANY COMMITMENT OR ASSUME ANY DUTY TO UPDATE SUCH INFORMATION, MATERIALS, OR SERVICES.
8. Use of PLDT WEB FORM on PLDT Home Website
Your use of the Web Form housed in the PLDT Home Website is also governed by and subject to the existing policies and terms of service of the PLDT Home Website, which are hereby incorporated by reference as part of these Terms. You are solely responsible and liable for complying with the policies and terms of service of the PLDT Home Website.
9. Changes to the PLDT Web Form
PLDT reserves the right to change, modify or discontinue, temporarily or permanently, the Web Form, PLDT Home, PLDT Home Website or any portion thereof, including any and all content contained therein, at any time without notice and for any reason. You agree that PLDT shall not be liable to you or to any third party for any modification, suspension or discontinuance of the Web Form, Website or any portion thereof.
10. Intellectual Property
PLDT owns the rights, title and interest over all copyright, trademarks, design rights, content, graphics, text selections, or any other intellectual property rights used in the Web Form.
11. Governing Law
The Web Form Terms are governed by the applicable laws of the Philippines. In case of any dispute, the parties hereby consent to and submit to the exclusive jurisdiction of the courts in Makati City, Philippines.
12. Entire Agreement
These Terms set forth the entire understanding and agreement between us with respect to the Web Form and its use. If any provision of these Terms is held to be invalid or unenforceable, such provision shall be deleted and the remaining provisions shall continue to be enforced. You agree that these Terms, and all incorporated agreements may be automatically assigned by PLDT in its sole discretion. Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section. PLDT’s failure to act with respect to a breach by you or other user does not waive PLDT’s right to act with respect to subsequent or similar breaches. The provisions on Sections 5 (Limitations of Liability), 6 (Indemnity), and 7 (Disclaimer) shall survive any termination or expiration of these Terms, your access to the Web Form or use of the features of the Web Form.
13. Additional Assistance.
If you have any question or comment on any of the foregoing Terms, please contact PLDT through the e-mail address provided in the Contact Us Page.
PRIVACY NOTICE
PLDT Care Web Form
PLDT Inc. (“PLDT”), is committed to providing better ways of serving our customers. As such, PLDT has developed the PLDT Care Web Form (the “Web Form”), an online application that will capture customer requests, complaints, and problems in a structured manner for more efficient handling.
Why we collect and process your personal data
To begin using the Web Form, you must first validate your account information by providing your PLDT Account Number and Telephone Number. A One-Time Pin (“OTP”) will be sent to your primary Mobile Number on record, which you must input onto the Web Form in order to proceed.
Depending on the type of request or concern that you may have, the following Personal Data shall be collected from you through the Web Form. All information collected from you shall be processed solely for the purpose of account authentication and fulfilling or resolving your request or concern.
- PLDT Account Number;
- PLDT Telephone Number;
- Contact Information – Mobile Number and Email Address;
- Government Issued ID (for identity validation purposes, and only for specific transactions that must be requested by the account’s Subscriber On Record); and
- Other supporting documents and information that may be needed depending on your type of request or concern, such as but not limited to:
- Billing Information – for concerns involving your billing statement
- Payment Information – for requests for reconnection
- New Address – for requests for relocation of your service installation
Your use of the Web Form, which may include the Personal Data you submit through the Form, will be analyzed such that we may measure the effectiveness of this Web Form to address your requests and concerns. Only aggregate/statistical performance reports will be generated; therefore, you will never be identified as an individual in these reports.
Why your personal data is shared
We have engaged the services of Amdocs Philippines Inc. and Capgemini (collectively, our “Service Providers”) for the development, operations, maintenance and troubleshooting of the Web Form. In view of this engagement, our Service Providers may have access to the Personal Data that is collected and processed when you use the Web Form.
When your personal data is shared, we ensure that it is done on a confidential basis, through secure channels, and in compliance with applicable privacy and health laws and regulations. Only personnel with a need-to-know will have access to your personal data.
How your personal data is protected
The integrity, confidentiality, and security of your personal data is important to us. This is why we strictly enforce this Privacy Notice and have implemented technical, organizational, and physical security measures that are designed to protect your information from unauthorized or fraudulent access, alteration, disclosure, misuse, and other unlawful activities. Your personal data is also protected from other natural and human dangers.
We likewise require these security measures from our Service Providers.
Your rights and choices
The Data Privacy Act gives you certain rights to your personal data. Subject to exceptions under the law, you are entitled to request:
- Access to the personal data we process about you;
- Rectification of your personal data if it is found to be outdated, inaccurate, or incomplete;
- Erasure of your personal data in cases where it is no longer needed to achieve the legitimate purpose of its processing;
- Restriction of processing of your personal data in limited circumstances;
- Portability of your personal data so that you may receive a copy thereof or that we transmit the same to another company on your behalf.
Depending on the circumstances, such as when we process your Personal Data based on your consent, you may also have the right to object to the processing thereof. If you believe that your data privacy rights have been violated in your use of the Web Form, we encourage you to contact PLDT’s Data Privacy Officer to seek resolution of your complaint. You also have the right to go directly to the National Privacy Commission or to make a claim against PLDT before a competent court.
To exercise any of your rights, you may get in touch with our Data Privacy Officer through:
PLDT Inc.
Home Data Privacy Office
Ramon Cojuangco Building, Makati Ave, Legazpi Village, Makati, 1200 Metro Manila
Email: homedpo@pldt.com.ph