Maxis Group Privacy Notice

Effective Date: 10 March 2025

Last Reviewed: 12 December 2020

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This Privacy Notice sets out how Maxis Berhad and its subsidiary corporations, including Maxis Mobile Sdn Bhd, Maxis Mobile Services Sdn Bhd, Maxis Broadband Sdn Bhd, Maxis International Sdn Bhd and Maxis Green Solutions Sdn Bhd (collectively referred to as "Maxis Group", "us" or "we") process your personal data and sensitive personal data, including collect, use, disclose, retain, dispose and protect your personal data and sensitive personal data in accordance with the Personal Data Protection Act 2010 (“PDPA”), its amendment, subsidiary legislation, order and standard  pursuant to the PDPA, the Personal Data Protection Code of Practice for the Communications Class of Data Controllers 2017, General Code of Practice of Personal Data Protection 2022 and  other applicable laws of Malaysia.

By providing your personal data and sensitive personal data to us, you are consenting to the processing of your personal data and sensitive personal data as described in this Privacy Notice.  We may also process your personal data and sensitive personal data to the extent, permitted by law.

1. Defining Personal Data and Sensitive Personal Data

   Personal data and sensitive personal data are defined in the PDPA and refer to any information that relates directly or indirectly to you, from which you may be identified.

   For the avoidance of doubt, please note that this Privacy Notice is applicable if you are (i) a natural person who is a customer of Maxis; or (ii) employees, contract staffs, representatives, directors or shareholders of Maxis’ business customer including a natural person trading as a sole trader or natural persons constituting a partnership; or (iii) if no longer a customer of Maxis, where there are outstanding obligations either on your part or on Maxis’ part.

   This Privacy Notice also applies even if you are not one of our customers but you interact with us including, use one of our products and/or services, whether for free or paid for by a third party, take part in a survey, promotion, competition, contest,  loyalty program,  or Maxis eWaste Campaign via https://www.maxis.com.my/en/about-maxis/ewaste/, call our Customer Service Hotline, or enquire about our products and/or services.

2. Types of Personal Data and Sensitive Personal Data Processed 

   1. All products and/or services: Personal data and sensitive personal data that we process may include the following:
      1. your name, date of birth, personal identification document, religious beliefs, criminal records, biometric data, nationality, address, phone number and email; Biometric data is sensitive personal data resulting from the technical processing in relation to your physical, physiological or behavioural characteristics and may include your facial image, fingerprint and voice.
      2. your creditworthiness;
      3. during the course of your customer journey with us:
         1. your account information (service plan, billing information);
            
         2. your device information (device type, IMEI, SIM card number);
         3. your network data (IP address, location data);
         4. your data usage (call records, SMS, MMS, internet usage);
         5. your credit and/or debit card information, bank account details and your payment history;
         6. the delivery or installation status of the products and/or services you have acquired or subscribed from us.
      4. recording of your image via CCTV cameras when you visit any of our offices, Maxis Centres and/or authorised dealers;
      5. recording of calls placed by you to our Customer Service Hotline;
      6. other telecommunications related data.
   2. Specific products and/or services: Additional personal data that we process may include the following when you subscribe to:
      
      1. Maxis Home Fibre: your home telephone number and the installation address when you subscribe to our Maxis Home Fibre, your existing Home Fibre billing account number and account holder’s name and telephone number when you decide to port-out from your existing Home Fibre service provider to Maxis Home Fibre;
         
      2. Maxis Referral Programme: your family’s and/or friends’ name and telephone number when you participate in Maxis referral program via https://www.maxis.com.my/en/mobile-plans/refer-friend/;
      3. Maxis eWaste Campaign: your eWaste appliances and equipment (such as desktop/, laptop, server, monitor, flat screen tv, printer, projector, smart phone, tablet, mobile, home appliances and other electrical accessories) information and collection point when you join Maxis eWaste campaign via https://www.maxis.com.my/en/about-maxis/ewaste/;
      4. Maxis Home Solar: your latest three (3) months’ bill from Tenaga Nasional Berhad (“TNB”) or, Sabah Electricity Sdn. Bhd. (“SESB”) or, Syarikat SESCO Berhad (“SESCO”), name of your designated beneficiary (including his or her personal identification document, address, phone number and email), proof of property ownership (Sale and Purchase Agreement or Land Title or latest Quit Rent Receipt or latest Assessment Receipt), signed SEDA Net Energy Metering (NEM) Rakyat Application Form, TNB or SESB or SESCO Smart Metering Application,  SEDA Declaration Form, NEM Application Form, NEM Certificate, NEM Contract and such other documents or information as may be required by Maxis to provide Maxis Home Solar and related services to you if and when you subscribe for the same.
         
         
      Your decision not to provide the requested personal data and sensitive personal data may prevent us from processing your application or continuing to provide you with our products and/or services.

3. Source of Personal Data and Sensitive Personal Data Processed

   We collect your personal data and sensitive personal data from:

   1. your communication with us (for example when you submit an application form to become our customer, or when you contact us for any enquiries including by calling our Customer Service Hotline);
   2. your use of our network and products and/or services;
   3. your participation in any of our survey, promotion, competition, contest or loyalty program organised by us;
   4. your registration of interest and/or request for information of our products and/or services;
   5. your response to any marketing materials we send out;
   6. your visit to any of our offices and/or Maxis Centres and/or authorised dealers;
   7. your browsing of our websites;
   8. your interactions with us via live chats, whatsapp, emails and our social media platforms;
   9. complaints that you lodge with us; and
   10. feedback that you provide to us.
       
       

   Other than the personal data and sensitive personal data that we obtain from you (as detailed above), we may also obtain your personal data and sensitive personal data from third parties we deal with or are connected with you (for example, credit reference/reporting agencies or financial institutions), and from such other sources where you have given your consent for the disclosure of personal data and sensitive personal data relating to you, and/or where otherwise lawfully permitted.

4. Reason for Processing Your Personal Data and Sensitive Personal Data

   We process your personal data and sensitive personal data, or the third parties’ personal data and sensitive personal data which you provide to us, for the following purposes:

   1. Core Service Delivery
      1. Your identity verification and/or the identity verification of the third party;
      2. Your credit risk assessment;
      3. Provision of our products and/or services, including managing contracts, billing, customer support, and troubleshooting any problem that you may face with respect to your subscription, purchase, or use of our products and/or services;
      4. Network management of our telecommunication and information technology, including optimizing network performance of our telecommunication and information technology and troubleshooting technical issues;
      5. Network and information technology security, including protecting our networks and information technology systems, preventing fraud, detecting and preventing security breaches;
      6. Service improvement, including analyzing usage patterns to enhance our services and develop new products and/or services;
      7. Fraud prevention.
   2. Customer Relationship Management
      1. Customer service, including handling customer inquiries, complaints and requests;
      2. Marketing and promotions, including offering relevant products and/or services, subject to your right to opt-out;
      3. Market research, including gathering customer feedback to improve our services and develop new products.
   3. Network and Service Improvement
      1. Network planning and development of our telecommunication and information technology systems, including analysing network usage patterns to optimize network infrastructure and capacity;
      2. Service quality monitoring, including identifying and addressing service quality issues;
      3. Product development, including developing new products and services based on customer needs and preferences.
   4. Compliance and Legal Obligations
      1. Regulatory compliance, including adhering to industry regulations, such as those related to data protection, consumer protection, and anti-money laundering;
      2. Law enforcement cooperation, including assisting law enforcement agencies in investigations, as required by law;
      3. Dispute resolution, including resolving disputes with customers and our partners.
   5. Other Products and/or Services involving Business Entities
      1. Provide services (for example, identity verification) to business entities in connection with products and/or services you have applied for, from them;
      2. Provide products and/or services in collaboration with our business partners including other telecommunications service providers, network operators, joint ventures or alliances.

5. Disclosure of Your Personal Data

   We may disclose your personal data to the following third parties, within or outside of Malaysia, where necessary and subject at all times to the relevant laws:

   1. law enforcement agencies, for the purpose of preventing and/or detecting crime, or for the purpose of investigations and/or the apprehension or prosecution of offenders and/or protection of national security and/or any purpose that is required or authorized by or under any law or by any order or judgment of a court;
   2. government bodies, agencies or entities, to meet our legal and regulatory obligations;
   3. government bodies, agencies or entities, for the purpose of procuring or obtaining licenses and/or approvals in connection with the provision of our products and/or services to you; 
   4. on behalf of Maxis Group: (i) to enable our appointed service providers to carry out products and/or services  ancillary  to our products and/or services; (ii) support service delivery including customer service, promotion and marketing, sales, IT, and  service personalization;  (iii) process payment; (iv) conduct fraud and credit checks, debt collection,  and  protection of our legal rights; (iv) analyse data, including interactions  between our products and/or services and related parties’ products and/or services; (v)  conduct surveys;  (vi) fulfil any  purpose outlined in this Privacy Notice;
   5. other business entities and/or our business partners, where you have given your consent (and such consent has not been withdrawn) for processing of your personal data and sensitive personal data pursuant to paragraph 4.5 of this Privacy Notice. 

6. Processing Your Personal Data and Sensitive Personal Data Outside of Malaysia

   We primarily process your personal data and sensitive personal data within Malaysia. However, in certain cases, such as when you use our international roaming services or when our service providers, other business entities and/or business partners which operate outside of Malaysia, your personal data and sensitive personal data may be processed outside of Malaysia. Your personal data and sensitive personal data may be transferred to any place outside of Malaysia that has: (i) personal data protection law which is substantially similar to the PDPA or, (ii) an adequate level of protection in relation to the processing of personal data and sensitive personal data which is at least equivalent to the level of protection afforded by the PDPA.

7. Protecting Your Personal Data and Sensitive Personal Data

   We are committed to protecting your personal data and sensitive personal data in accordance with the PDPA. We implement robust security measures and train our staff to safeguard your personal data and sensitive personal data. Our third-party service providers are contractually obligated and are also subject to data security compliance in accordance with the PDPA to do the same.
   
   You are also responsible to protect your personal data and sensitive personal data. Please safeguard your password and avoid sharing it with others.

8. Personal Data and Sensitive Personal Data Retention Period

   We retain your personal data and sensitive personal data to enable us to provide you with our products and/or services while you are our customer. However, your billing information and other relevant information regarding your use of our products and/or services associated with the issuance of the bill, is kept for seven (7) years after issuance. When no longer a customer, we retain your personal data and sensitive personal data for seven (7) years from the date you cease to be our customer, unless there are outstanding obligations, debts, disputes, or ongoing fraud investigations, in which case your personal data and sensitive personal data will continue to be retained until resolution.

9. Your Rights

   You have the right to:

   1. correct or update your personal data and sensitive personal data that we process and store;
   2. access your personal data and sensitive personal data which we process and store;
   3. request for your personal data and sensitive personal data (excluding any commercial and/or technical data, directly or indirectly related to you and which is confidential to the way we do our business or operations) to be directly transmitted to another data controller in accordance with the PDPA; 
   4. withdraw your consent for us to send any promotional and marketing materials about our products and/or services to you unless you yourself access the promotional and marketing materials made available through our website, Maxis and/or Hotlink apps.

   If you wish to exercise any of your rights above, please contact our Customer Service Hotline at:

   • within Malaysia: call 123 (from your Maxis mobile line) or 1 800 82 1123 (from other fixed and mobile lines);
   • from abroad: call *123# (from your Maxis mobile line) or +603 7492 2123;
   • via Maxis Whatsapp: +6012-3451123;
   • via email: customercare@maxis.com.my.
      

   Your latest written and/or verbal instructions to us will prevail.

10. Your Obligations

    You are responsible for providing accurate and up-to-date personal data and sensitive personal data, including that of others you represent or are responsible for. Please inform us of any changes by contacting our Customer Service Hotline, as follows:

    • within Malaysia: call 123 (from your Maxis mobile line) or 1 800 82 1123 (from other fixed and mobile lines);
    • from abroad: call *123# (from your Maxis mobile line) or +603 7492 2123;
    • via Maxis Whatsapp: +6012-3451123;
    • via email: customercare@maxis.com.my.
       

    This obligation is a condition to the provision of our and/or our related corporations’, preferred merchants’ and strategic partners’ products and/or services to you and/or any other person authorized or permitted by you or your organization to use the products and/or services.

    If you provide personal data and sensitive personal data on behalf of others (e.g. family members, friends or business associates), you confirm and represent that you have informed them of this Privacy Notice and have their consent or legal authority to disclose their personal data and sensitive personal data to us for us to process in accordance with the terms of this Privacy Notice.

11. Updates To Our Privacy Notice

    We may update this Privacy Notice from time to time. The latest version will apply and supersede all previous versions, including any printed materials.  Please check our website at https://www.maxis.com.my/en/privacy-notice/ regularly for the most current version, indicated by the update date at the top of this Privacy Notice.

12. Updates To Our Privacy Notice

    You may contact or submit any query with regards to the processing of your personal data and sensitive personal data to: