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Our Privacy Commitment

PLDT Inc. ("PLDT", "We", "Us") respects your fundamental right to privacy and we commit to take great care in safeguarding your personal data. Throughout your use of our products and services, we collect and keep information about you. In accordance with applicable privacy laws, we share with you the general principles that govern how we collect, use, and share your personal data, as well as our privacy practices.

Why we collect your personal data

When we process your personal data, we do so under the following legal bases and for the purposes set out below:

A We process your personal data to perform our obligations under contract with you.
  • To create and provision your account and subscription. We collect and process personal data including your name, government-issued identification, installation/billing address, mobile number, and email address to (1) validate your identity and installation address, and (2) create and provision a PLDT Home account and subscription for you. Additionally, we gather personal information such as the name, mobile number, and relationship of an alternative contact person who may assist with matters related to your account and subscription if we are unable to reach you directly.
    We use a combination of manual, partly automated, and automated processes to deliver our services efficiently. Human intervention ensures proper system functioning at key stages.
B We process your personal data to comply with legal requirements.
  • To assist public authorities. We produce statistical insights from your use of our network and facilities to assist public authorities in planning for healthcare, disaster management, and other similar initiatives for public benefit. Whenever possible, we aggregate and anonymize this information to ensure individual identities are protected and not disclosed.
  • To comply with legal requirements. We may process or disclose personal data as necessary to comply with applicable legal and regulatory requirements.
    For example:
    1. We provide information to the Credit Information Corporation ("CIC"), in support of the objectives of Republic Act No. 9510, otherwise known as the Credit Information System Act. For information about how the CIC processes your personal data, please visit https://www.creditinfo.gov.ph.
    2. If you are subscribed to a fixed-wireless service that has a SIM Card embedded and/or provisioned onto your device to enable voice-only services, data-only services, or both, we comply with Republic Act No. 11934, also known as the Subscriber Identity Module ("SIM") Registration Act. We utilize optical character recognition ("OCR") technology to validate the proof of identification ("POID") submitted during SIM registration. OCR facilitates facial recognition and automatically transfers the details from the POID to PLDT's customer application database. This use of OCR technology ensures the prevention of identity impersonation. For more information about SIM Registration, please visit https://pldthome.com/simreg.
  • To comply with mandates of public authorities and duly authorized private persons. We adhere to reporting obligations, including those related to contact tracing and other information requirements as part of government responses to pandemics and public health emergencies. Additionally, PLDT complies with law enforcement agencies in ongoing investigations, provided that legal processes are issued by courts or other authorities of competent jurisdiction.
C We process your personal data based on our legitimate interest to function effectively as a business, except when your fundamental rights and freedoms override our interests. Such interests, include, among others:
  • To manage and nurture our relationship with you as you utilize our products and services. We collect and process personal data related to your use of our services for billing purposes (for Postpaid accounts) or to collect fees from the airtime load top-ups that you purchase from us (for Prepaid accounts). Additionally, we process personal data to verify your identity during after-sales transactions conducted via our hotline or stores. We may also process your personal contact details and include them in our internal directory listing to facilitate communication and provide necessary assistance.
  • To reward you for your loyalty. PLDT Home Rewards is a membership rewards program exclusive to active PLDT Home residential customers. When you join PLDT Home Rewards and link your account, we will process the personal data submitted in your application (such as your birthday and installation address) along with information about how you use our products and services to (1) enhance and personalize your rewards experience, and (2) credit the rewards points or "Crystals" earned through your continued use of your PLDT Home account, which you can use for bill rebates, discounts to PLDT products and services, deals from partner merchants, and raffle entries.
  • To continuously improve our business and operations. We analyze your usage of our network and service to monitor and manage the quality and security of the network, train our staff, and plan for future growth.
  • To continuously improve our products and services. We collect, use, process, and analyze how you use our products and services to understand how to improve them and identify relevant products and offers. This analysis includes maintaining a record of the volume and frequency of how you use our voice and data services, and other products you may avail from us. We also analyze other activities, such as your participation in market research initiatives, visits and transactions in PLDT stores, and visits and usage of any of PLDT's websites and mobile apps.
  • To send you information about our products and offers, including those of our subsidiary and affiliate companies. We analyze your usage of our products and services to:
    (a) understand the market's needs, wants and trends;
    (b) recommend suitable products and services and send you such information through SMS, e-mail, and voice calls. Our advisories may include location-based offers that are exclusively available in your area; and
    (c) determine the effectiveness of our marketing efforts and initiatives.
    If you prefer not to receive these messages from PLDT, you can manage your communication preferences at https://my.pldthome.com/.
  • To manage the security of our business operations. We process your personal data to conduct IT security operations, manage our assets, ensure fair use of our products and services, and support business continuity, disaster recovery, and audit purposes.
    In pursuit of these interests, PLDT's activities include monitoring its network with automated tools such as firewalls, capable of comparing suspicious data transmissions with known threats to deter cyber-attacks and detect and prevent fraudulent schemes, including phishing and identity theft, against PLDT and you. During such monitoring, we may analyze traffic data and, if necessary, details relating to your identity, contact information, service usage, device information, and communication content. Should you commit any cyber-attack, fraud, or similar schemes, PLDT may block your access to the service without prior notice.
D We process your personal data for additional purposes and activities that are completely optional. We will only perform these activities with your specific consent. If you agree to any of these additional activities, you can withdraw your consent at any time by visiting https://my.pldthome.com/.
  • Create a personal profile about you. We process your personal and sensitive personal information, analyzing it alongside your usage of our products and services (including data regarding the specific websites and applications you visit), to gain a comprehensive understanding of and anticipate your personal needs and interests. Additionally, we may collect personal information about you from third-party sources such as PLDT's subsidiaries, affiliates, and business partners, to whom you have provided consent to share your information.
    This enhanced profile is created to better understand your preferences, allowing us to deliver more targeted and personalized product recommendations, special offers, and promotions directly to you.
  • Send you information about PLDT Home's products and offers through third-party messaging applications. With your consent, we may send you product information, offers, and promos via Viber, Google, Facebook Messenger, and other third-party messaging technologies.
  • Send you advertisements from third parties. We process your usage information, personal profile, and contact details to send you customized offers and promotions from our third-party business partners for the promotion of their own products and services. Your personal data is not shared with these third parties. You only consent to PLDT sending you direct marketing offers from our trusted partners.
  • Share your personal data with third parties. We may disclose your personal data to PLDT's subsidiary and affiliate companies, as well as third-party business partners, for their independent business purposes.
    1. Data and Profile Sharing with Third Parties: We may share your usage profile (how you use our network, products, and services, including credit, payment, and purchase information) and personal profiles (your preferences and interests based on usage data) for the independent business interests of our subsidiaries, affiliates, and trusted business partners. You can find a list of companies to whom we may disclose this information at www.pldthome.com/privacy-policy-partners.
    2. Data Sharing with TransUnion Information Solutions, Inc. ("TU"): TU is a private credit bureau associated with major banks in the Philippines, including Bank of the Philippine Islands (BPI), Banco de Oro Unibank (BDO), and Metrobank Card Corporation. TU operates under a data contribution scheme for its private credit bureau services. As a TU Bureau Member, PLDT provides data to the TU database monthly according to their agreement. The handling of personal data disclosed to TU falls under TU's Terms and Conditions and Privacy Policy. For further information, please visit: https://www.transunion.ph.
      If you agree to this disclosure, the following personal data and account data will be shared by PLDT to TU:

      Personal Data:
      • Full name (first name and last name)
      • ID number, and ID Type (driver's license, passport, company ID, etc.)
      • Address and address type (business or residential)
      • Date of birth
      • Phone number and type (business or residential)
      • Gender
      • Civil status
      Account Data:
      • Account number
      • Account status (Active, Redirected, Temporary Disconnected, etc.)
      • Account activation date
      • Latest payment amount
      • Credit limit amount
      • Outstanding balance
      • Interest and fees (if applicable)
      • Number of days past due (if applicable)
      • Total amount overdue (if applicable)

When we disclose your personal data

In some instances, we may be required to disclose your personal data to our agents, subsidiaries, affiliates, trusted business partners, and other agencies and service providers as part of our regular business operations and to provide our products and services.

This means we might share your information with:

  • Our service providers, contractors, and professional advisers who help us provide our products and services. Under an obligation of confidentiality, we allow access to your personal data to authorized third-party service providers / vendors / suppliers / contractors / subcontractors / consultants / professional advisers ("Third-Parties") who provide outsourced functions within or outside the Philippines to help us facilitate our products and/or services, to provide the service on our behalf, or to assist us in analyzing how our service is used. These include, among others:
    - Cloud storage facilities/systems to meet our storage management requirements;
    - Credit investigation;
    - Collections;
    - Marketing;
    - Websites and mobile applications; and
    - Other outsourced functions as approved by PLDT.
    We provide these Third-Parties access to your personal data for the effective performance of their assigned tasks on our behalf, based on our instructions and in compliance with our Privacy Notice and other appropriate confidentiality obligations and security measures.
    PLDT remains responsible for the personal data disclosed to such Third-Parties. Thus, we ensure that such Third-Parties are contractually obligated to comply with the requirements of Privacy Laws and shall process your personal data strictly in accordance with the purposes enumerated above.
  • Our subsidiaries and affiliates with whom you also have an account with. If you are, become, or apply to be a customer of our subsidiaries and affiliates, PLDT and the relevant subsidiary or affiliate may, at their discretion, use and share your pertinent personal information for the following purposes:
    - To facilitate your account opening or other transaction with the concerned subsidiary/ies or affiliate/s;
    - To validate, consolidate, or update your account information;
    - For research purposes or to design related products or services for your benefit and use; and
    - To comply with a legal obligation to which PLDT or the concerned subsidiary/ies or affiliate/s is subject.
  • Other companies to whom you have given us consent to share your information with. For instance, when you register for products and services provided by other companies, they may request information from us to verify your identity.
  • Other companies, such as Debt Collection Agencies, to whom we may sell your delinquent account that has already been recognized for accounting purposes as bad debt.

In all of the above cases, we ensure that your personal data is disclosed on a confidential basis, through secure channels, and only in compliance with applicable privacy laws and regulations. We do not share, rent, or sell your personal data to third parties outside of PLDT, except in special circumstances where you may have given your consent and as described in this Notice. For a list of our partners, please visit www.pldthome.com/privacy-policy-partners

When we disclose your personal data with the Government and other duly authorized entities, as may be required by law or legal process, we ensure that your personal data is protected and shared according to the rules and regulations and Government guidelines, where such is available.

How we store your personal data
We store your personal data using secure systems and processes designed to protect it from unauthorized access, alteration, or loss. Depending on how you interact with us, your data may be stored in physical formats (such as signed forms or printed documents) or electronically (such as in databases, cloud platforms, or secure servers).

How we protect your personal data

The integrity, confidentiality, and security of your personal data are important to us. That's why we strictly enforce this Privacy Notice within PLDT 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. These are also designed to protect your information from other natural and human dangers.

We also put in effect the following safeguards:

  • 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 us to (a) provide the products and services that you avail from us, (b) for our legitimate business purposes, (c) to comply with applicable laws, and (d) for special cases that will require the exercise or defense of legal claims, and for a maximum retention period of ten (10) years after the termination of your service;
  • We restrict access to your information only to qualified and authorized personnel who are trained to handle your information with strict confidentiality;
  • Our third-party partners are contractually bound to implement technical, organizational, and physical measures to protect your information and handle it with strict confidentiality;
  • We undergo regular audits and rigorous testing of our infrastructure's security protocols to ensure your information is always protected;
  • We promptly notify you and the National Privacy Commission, when sensitive personal data 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; and
  • When your information is no longer needed, we securely dispose of these manually (such as shredding of printed documents, use of locked disposal bins for confidential documents pending destruction, secure handover to accredited document destruction vendors) or electronically (such as, use of data wiping software, secure deletion tools, physical destruction of storage media, and use of secure file deletion protocols for cloud-based storage) as may be applicable.

What your choices are

You are afforded certain rights in relation to your personal data under the Data Privacy Act of 2012 (Republic Act No. 10173). You are entitled (in the circumstances and under the conditions, and subject to the exceptions, set out in applicable law) to:

  • Request access to the personal data we process about you: this right entitles you to know whether we hold personal data about you and, if we do, to obtain information on and a copy of that personal data.
  • Request a rectification of your personal data: this right entitles you to have your personal data corrected if it is found to be outdated, inaccurate, or incomplete.
  • Request the erasure of your personal data: this right entitles you to request the erasure of your personal data, such as in cases where your personal data is no longer necessary to achieve the legitimate business purpose of its use or processing.
  • Request the restriction of the processing of your personal data: this right entitles you to request that we only process your personal data in limited circumstances, including with your consent.
  • Request portability of your personal data: this right entitles you to receive a copy of personal data that you have provided to us (in a structured, commonly used and machine-readable format). This includes requests for us to transmit a copy of such personal data to another company, on your behalf.

Moreover, you have a right to object to the processing of your personal data, such as in cases when we process your personal data based on our legitimate interests or for purposes requiring your consent.

To the extent that the processing of your personal data is based on your consent, you have the right to withdraw such consent at any time by contacting our Data Privacy Officer through the contact details provided below, or by accessing https://my.pldthome.com/. Please note that this will not affect the lawfulness of the processing that was carried out before you withdrew your consent or PLDT's right to continue parts of the processing based on other legal bases than your consent. If, however, we have not provided you with another legal basis justifying the processing of your personal data in this privacy statement, we will stop the processing and delete your personal data.

To exercise any of these rights, you may get in touch with our 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 data.

If, despite our commitment and efforts to protect your personal data, you believe that your data privacy rights have been violated, we encourage you to come to PLDT first so that we can work together to resolve your complaint. You have the right at all times to register a complaint directly with the National Privacy Commission or to make a claim against us with a competent court (either in the country where you live, the country where you work or the country where you deem that data privacy law has been infringed).

PLDT Inc.
Data Privacy Office
PLDT Makati General Office (MGO) Building
Dela Rosa St. corner Legaspi St., Legaspi Village,
Makati City, Metro Manila, Philippines.
Email: DPO@pldt.com.ph

Changes to our Privacy Notice

From time to time, we may update this Privacy Notice to comply with changes in applicable laws, to comply with government and regulatory requirements, to adapt to new technologies and protocols, to align with industry best practices, and for business 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.

This Privacy Notice is effective September 18, 2025.

You may view our Privacy Notice here

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