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PRIVACY POLICY
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PRIVACY POLICY
We are committed to providing you with a wonderful customer experience. We know
how important your information is to you, and we want you to know that you can
trust us to protect it.
In this Privacy Policy, we tell you about how we collect, use, and share your
information when you use our products and services.
As you read through this Privacy Policy, please bear in mind that it applies to
all Globe brands, products, and services that do not have their own privacy
policy or that link to this Privacy Policy. We may also update this Privacy
Policy from time to time to reflect changes in the law and in our business
practices.
This Privacy Policy was last updated on 13 January 2022.
INFORMATION WE COLLECT AND USE
Throughout our relationship with you, we may collect and use your information to
allow us to provide you with our products and services. When we do so, we will
let you know exactly what information we are collecting, why, and what basis
under the law, apart from consent, we rely on.
Basic Identifiers and Contact Information
Your full name, date of birth, address, landline, mobile number, e-mail address,
proof of identification (including government-issued IDs), and proof of
financial capacity are used for the following purposes:
* To validate your identity when you use our products and services;
* To provide customer care and support;
* To send you advisories, personalized advertisements, financial service
offers, gifts, and freebies from Globe and our affiliates and partners; and
* To enroll you in our Globe Rewards program.
We collect this information through our physical and digital application forms
when you avail of our products and services.
Device Location Information
When you use our products and services on your devices, we obtain your device
location information to establish a connection between your device and the
wireless network. This information is necessary to provide you with the best
cellular and data service connection in order to fulfill our obligation to you.
We also use your location information to provide you with emergency services.
Service Usage and Performance Information
When you use our products and services, we collect and process information such
as your subscribed products and services, call and SMS data records, rate of
use, IP address, network performance experience, and diagnostics including
signal strength, dropped calls, data failures, and other network performance
issues. These are used for the following purposes:
* To provide you with your subscribed products and services, including customer
support;
* To help us improve our network and the quality of our products and services;
* To create and offer new products, services, and value-added services based on
your behavior and preferences;
* To determine whether you have reached or exceeded the limits of your chosen
plan or service;
* To generate data needed to enhance your customer experience and personalize
content to meet your preferences and needs;
* To manage your account and billing, maintain network quality and security,
provide after-sales care and support; and
* To compute your telco score, find out what commercial and promotional alerts,
personalized advertisements, financial service offers, and surveys we can
share with you.
Cookies
We collect cookies, web beacons, small data text files, or similar technologies
primarily to ensure that the core functions of our website and apps are
optimally accessible to you. However, depending on your preferences, we may also
collect and use this information for behavioral analytics to personalize our
marketing campaigns.
For more information, please see our Cookie Policy.
PROFILING AND AUTOMATED DECISION-MAKING
We process your service usage and performance information to create customer
profiles that reflect insights on your preferences and usage activity. We use
automated processes to produce these insights to choose the relevant products
and services we offer to you and to maintain, regulate, and improve your network
quality and access.
INFORMATION WE SHARE
We outsource the processing of information to third-parties including vendors,
service providers, partners, and other telecommunications operators to fulfill
the purposes we have described in this Privacy Policy. This includes the
verification of the truthfulness and accuracy of the information you provided to
us, and compliance with government requirements.
They are only authorized to access and use information for the duration of our
contract with them. We also require them to protect information with
organizational, physical, and technical security measures that are consistent
with this Privacy Policy.
It is our policy to never share your information with any third-party unless we
obtain your consent or are otherwise required or allowed by law to do so. In any
case, we will let you know exactly what we are sharing, why, and what basis
under the law, apart from consent, we rely on, before we do so.
HOW WE PROTECT YOUR INFORMATION
We secure and protect your information with appropriate safeguards to ensure
confidentiality and privacy, prevent loss, theft, use for unauthorized purposes,
and comply with the requirements of the law.
To detect and mitigate evolving threats to information security and data
privacy, we have implemented appropriate organizational, physical, and technical
controls to protect your information including:
* A state-of-the-art Security Operations Center complete with a dedicated team
that manages, monitors, and protects our network and systems from potential
risks to your information under fully documented security incident management
procedures;
* Regular review of our collection, storage, and processing practices including
physical and electronic security measures to guard against unauthorized
access to our network and systems;
* Contractually mandated confidentiality among our authorized employees,
contractors, and other third-parties who may have access to your information;
* Third-party risk assessment as well as minimum-security features against data
leakage, unauthorized access or disclosure, and accountability; and
* Access management across Globe employees, contractors, and other parties
under a “need-to-know” standard.
HOW LONG WE KEEP YOUR INFORMATION
We only keep your information while you are a customer unless it is necessary to
keep such information longer to fulfill the purposes for which it was collected
or for legitimate business or legal purposes like security, fraud prevention, or
financial record-keeping. Our retention schedule is available upon request.
We have established procedures to securely dispose of files that contain your
information whether in digital or physical form.
YOUR RIGHTS AS A DATA SUBJECT
We recognize your rights under the Data Privacy Act of 2012.
Right to Be Informed
You have the right to be informed of how and why we collect and process your
personal data, including where we collected it, with whom we share it and why,
how we protect it, how long we keep it, and how we dispose of it, and any
changes to our data processing activities before they are implemented.
Right to Object
You have the right to object to the processing and/or sharing of your personal
data especially when you feel that we do not have lawful grounds to do so.
However, this may result in the termination of your Globe product or service
when such data is necessary for its delivery.
Right to Withdraw Consent
When our collection and processing of your personal data depends on the consent
that you provided to us, you have the right to withdraw your consent at any time
subject to Globe’s internal procedures. This, however, does not apply to
instances where we rely on grounds provided by law, other than consent.
Nevertheless, you always have the right to object.
Right to Access
You have the right to request reasonable access to your personal data subject to
Globe’s internal procedures. We, however, reserve the right to seek reasonable
fees when providing such data presents certain challenges due to its volume as
well as to restrict access to linked data that may be confidential, proprietary,
or belong to other individuals.
Right to Data Portability
You have the right to obtain a copy of your personal data or have it transmitted
to other entities in a format that is portable and commonly accessible subject
to Globe’s internal procedures.
Right to Rectify
We keep our records as accurate as possible. Where there are any errors or
inaccuracies to your personal data, we give you ways to dispute and rectify or
update it, subject to Globe’s internal procedures.
Right to Erasure or Blocking
You have the right to suspend, withdraw, or order the blocking, removal, or
destruction of inaccurate, incomplete, outdated, false, or unlawfully obtained
personal data, or personal data not necessary for the purpose for which it was
collected, and for such other cases provided in the Data Privacy Act of 2012.
Right to Damages
You have the right to be indemnified for damages sustained, if any, due to
inaccurate, incomplete, outdated, false, unlawfully obtained, or unauthorized
use of your personal data.
HOW TO REACH US
Should you wish to exercise any of your data subject rights or have any
questions or concerns regarding our privacy practices, you may contact our Data
Protection Officer:
Data Protection Officer
Globe Telecom, Inc.
The Globe Tower
32nd Street corner 7th Avenue,
Bonifacio Global City, 1634 Taguig City,
Metro Manila, Philippines
Email: privacy@globe.com.ph
THE ONE GLOBE COMMITMENT
Globe respects the right of its subsidiaries and affiliates (collectively, the
“One Globe Group”) to implement their respective privacy policies and practices.
However, the One Globe Group is one in its commitment to uphold the following
GSMA (Group Special Mobile Association) Privacy Principles:
* Openness, Transparency, and Notice
We are open and honest with you and will ensure that you are provided with
clear, prominent, and timely information regarding our data privacy
practices. We will inform you about the collection, access, sharing, and
further use of your information.
* Purpose and Use
We will limit the access, collection, sharing, disclosure, and further use of
your information to meet legitimate and/or legal purposes.
* User Choice and Control
We will give you opportunities to exercise meaningful choice and control over
your information.
* Data Minimization and Retention
We will collect, access, and use only the minimum information necessary to
meet legitimate business purposes and to deliver, provision, maintain, or
develop products and services. Information will be kept for as long as
necessary to fulfill the purpose for which it was collected or for legitimate
business or legal purposes.
* Respect User Rights
You will be provided with information about and an easy means to exercise
your rights over the use of your information.
* Security
Your information will be protected using reasonable safeguards appropriate to
the sensitivity of the data.
* Education
You will be provided with information about privacy and security issues and
ways to manage and protect your privacy.
* Children
We will ensure that the collection, access, and use of children’s information
is appropriate in all given circumstances and compatible with applicable law.
* Accountability and Enforcement
All responsible persons and/or entities will be accountable for ensuring that
these privacy principles are met.
1. PRIVACY POLICY
To create a wonderful world for our customers, partners, community, and the
nation as a whole, Globe Telecom, Inc. and its subsidiaries (collectively
"Globe," "we," "us," "our") put you, our customers, first. Because we care
for you, we regard your privacy with the utmost importance.
This Privacy Policy outlines our policy in relation to the collection, use,
and protection of your Customer Data to provide you with a wonderful
customer experience. From time to time, we may update our Privacy Policy to
reflect current changes in our policy and the law. When we do so, we will
notify you by posting it on our website for your information and reference.
2. YOUR RIGHTS AS OUR CUSTOMER
Globe recognizes that you should be the ultimate decision-maker on matters
that involve your Personal Information. To this end, Globe is mindful of the
fundamental right to privacy of every Globe customer under the Data Privacy
Act of 2012.
By accepting the Terms and Conditions for the use of Globe products and
services, you agree to the collection, processing, use, and sharing of your
Personal Information in accordance with this Privacy Policy that will enable
us to provide you with your desired Globe products and services.
You have the right to be informed of the Personal Information that we
collect, process, use, and share. We can provide you with such Personal
Information, provided that such Personal Information does not amount to
information deemed confidential or proprietary by Globe, or that your
request for Personal Information is not vexatious or unreasonable.
You have the right to object or withhold your consent to the collection,
processing, use, and sharing of your Personal Information. However, we may
be constrained to terminate your Globe product or service as your Personal
Information may be required to deliver such Globe product or service.
Without your Personal Information, we will be unable to provide you with
updates on Globe’s latest offerings; similarly, you will be unable to
participate in our events, promotions, or other activities.
You have the right to suspend, withdraw, or order the blocking, removal, or
destruction of your Personal Information in our processing systems upon
discovery and substantial proof that your Personal Information is no longer
necessary for the purpose or purposes for which it was collected, and for
such other cases provided in the Data Privacy Act of 2012.
You have the right to seek indemnity for damages sustained, if any, due to
inaccurate, incomplete, outdated, false, unlawfully obtained, or
unauthorized use of your Personal Information.
Should you feel that there has been mishandling or misuse of your Personal
Information, or that any of your data privacy rights have been violated, you
may email us at privacy@globe.com.ph.
3. COLLECTION OF CUSTOMER DATA
As part of our continuing relationship with you, we collect, process, use,
and share your Customer Data in accordance with this Privacy Policy and the
Terms and Conditions for the use of Globe products and services, as may be
applicable.
The Customer Data that we collect, process, use, and share are either
Personal Information or Non-Personal Information:
1. Personal Information is any information from which the identity of an
individual can be reasonably and directly ascertained, or when put
together with other information would directly and certainly identify an
individual, such as name, gender, date of birth, address,
telephone/mobile number, email address, proof of identification, etc. It
also includes information about:
1. The services provided to you, such as call/SMS details, location
information, and certain information about your rate plans and
features, as required by law;
2. The location of your device whenever it is switched on, if you
subscribe to location-based services, subject to coverage limitations;
and
3. Your use of our network, your Internet Protocol addresses, network
performance experience, diagnostics, such as signal strength, dropped
calls, data failures, and other network performance issues, to help us
improve our network and quality of products and services, improve your
user experience, determine tailored content, create new products and
services, and for other legitimate business purposes.
2. Non-Personal Information is any information that does not identify you
individually, and includes statistical or analytical data, and anonymized
or aggregated reports.
4. USE OF CUSTOMER DATA
1. We may share Customer Data with our subsidiaries, affiliates, partners,
and third-party service providers as part of business operations and
provision of products and services.
2. Without limiting the generality of the foregoing, Customer Data is used
to, among others:
1. Provide you with your subscribed products and services, including
customer support;
2. Help us improve our network and quality of products and services;
3. Create new products and services;
4. Enhance your customer experience and determine tailored content to
meet your preferences and needs;
5. Communicate relevant services and/or advisories to you;
6. Abide by any safety, security, public service or legal requirements
and processes;
7. Process information for statistical, analytical, and research
purposes. The use of your information for statistical, analytical,
and research purposes enables us to create anonymized and aggregated
insight reports that we use to further improve your user experience
and to provide new products and services;
8. Create a customer portrait based on your demographic, and your
behavioral, transaction, and interaction data across all products,
systems, devices, and/or interaction channels, which we may use as a
basis for sending you commercial and promotional alerts, personalized
advertisements, financial service offers, and surveys. To be clear,
should we need to share data with third parties for advertising and
marketing purposes, we only share anonymized and aggregated data, and
not your Personal Information;
9. Compute for a telco score which may be shared with our subsidiaries,
affiliates, partners and/or third parties, for various purposes such
as, but not limited to, credit scoring, premium subscription
offerings, product bundling, consistent with our goal to provide you
with new products and relevant offerings to meet your changing needs;
and
10. Comply with the requirements of the law and legal process, such as a
court order; to comply with a legal obligation; or to prevent
imminent harm to public security, safety, or order, collectively
referred to as “Data Use Purpose.”
When required by our Privacy Policy and the law, and before we collect,
process, use, or share your Personal Information for any other purpose other
than enumerated above, we will ask for your consent.
You may avail of our broadcast messages relevant to you through written
correspondence, text messaging, internet, or other similar means of
communication. You may also change your mind anytime and stop receiving
them.
When you use our website and electronically communicate with us, depending
on your settings, we may use cookies, web beacons, small data text files, or
similar technologies to identify your device and record your preferences,
with your consent. The completeness and accuracy of your Personal
Information help us improve our products and services. Thus, we encourage
you to update your Personal Information from time to time.
We outsource or contract the processing of Customer Data to third parties,
such as but not limited to, vendors, service providers, partners, or other
telecommunications operators, to fulfill any of the above purposes. They are
only authorized to use Customer Data for such contracted purposes. They may
have access to Customer Data for a limited time under reasonable contractual
and technical safeguards to limit their use of such Customer Data. We
require them to protect Customer Data consistent with our Privacy Policy.
During roaming or when availing of services offered by foreign service
providers through our network, the storage, treatment, and transfer of your
Personal Information may be subject to regulations different from Philippine
regulations.
5. PROTECTION OF PERSONAL INFORMATION
We respect your privacy. We take paramount care in protecting your Personal
Information. As such, we secure and protect your Personal Information with
proper safeguards to ensure confidentiality and privacy; prevent loss,
theft, or use for unauthorized purposes; and comply with the requirements of
the law.
As Information Security threats continue to develop and evolve at such a
rapid pace, we make reasonable and appropriate security arrangements and
measures that use a variety of physical, electronic, and procedural
safeguards to protect Personal Information. Globe runs a state of the art
Security Operations Center with a dedicated team and personnel that monitors
our network and systems to make sure risks to Globe and your Personal
Information are properly managed. We regularly review our information
collection, storage, and processing practices, including physical security
measures, to guard against unauthorized access to our system and
unauthorized alteration, disclosure, or destruction of information we hold.
We only permit your Personal Information to be collected, processed, used,
and shared by our authorized employees, contractors, and subcontractors who
hold such Personal Information under strict confidentiality and in
accordance with their contractual obligations and who have implemented
minimum security features against data leakage, unauthorized access, or
disclosure. We restrict access to information to Globe employees,
contractors, and subcontractors who need to know such information in order
to process it for us, who are subject to strict contractual and technical
safeguards, and who are accountable if they fail to meet these obligations.
We only give you or your authorized representative access to your Personal
Information. We do not provide, sell, or share your Personal Information to
anyone unless you have given your express consent. We also do not use nor
share your Personal Information with content and/or information providers
without your prior request or consent. Personal Information will only be
disclosed to third parties in accordance with this Privacy Policy.
We keep our records as accurate as possible. If your Personal Information is
wrong, we give you ways to update it. Once you have registered as our
customer, you may access your account details and correct your Personal
Information by contacting Globe Customer Care ((+632) 7730-1000 or 211 using
your mobile phone) or your relationship manager, as may be applicable; or by
visiting any Globe Store or our website at www.globe.com.ph.
We keep your Personal Information in our business records, as may be
applicable, while you are a customer, or as long as it is necessary to
fulfill the purpose for which it was collected, or while it is needed by us
for business, tax, or legal purposes. When disposing of your Personal
Information, we take reasonable measures to ensure that it is done properly
and is not accessible to the public.
We are not responsible for information, content, application, product, or
service that we do not provide. But because we care for you and protect you,
we take measures to fight spam, fraud, or any unauthorized messages that
traverse our network. Further, we will not tolerate the use of our network
that violates the law, which shall include but not be limited to:
1. Photo or video voyeurism, including the publication or broadcast or
transmission through our network of any sexual act or any similar
activity without the consent of the person involved and under
circumstances in which the person has a reasonable expectation of
privacy, is prohibited and unlawful with corresponding penalties under
the law.
2. Child pornography is also prohibited and punishable by law and our
network shall not be used in any manner for the storage, transmission, or
dissemination of materials containing child pornography. We will report
any instances of such activity that we become aware of, to the proper
authorities as required by law.
We shall cooperate with law enforcement agencies to curtail criminality and
prevent criminals from wreaking havoc over the internet, which shall include
the blocking of certain sites or prevention of access to certain
individuals, all in accordance with the stipulations of the law and with
respect to legal due process.
6. HIGH-LEVEL PRIVACY PRINCIPLES
In addition, we only want the happiest customers, so we commit ourselves to
abide by Groupe Speciale Mobile Association (GSMA)’s high-level privacy
principles based on internationally recognized and accepted principles on
privacy and data protection as follows:
1. Openness, Transparency, and Notice
We are open and honest with you and will ensure that you are provided
with clear, prominent, and timely information regarding our data privacy
practices. We will provide you with information about the collection of
your Personal Information, access, sharing, and further use of your
Personal Information, enabling you to make informed decisions about
whether to use a mobile application or service.
2. Purpose and Use
We will limit the access, collection, sharing, disclosure, and further
use of your Personal Information to meet legitimate business purposes or
to otherwise meet legal obligations.
3. User Choice and Control
We will give you opportunities to exercise meaningful choice and control
over your Personal Information.
4. Data Minimization and Retention
We will collect, access, and use only the minimum Personal Information
necessary to meet legitimate business purposes and to deliver, provision,
maintain, or develop applications and services. Personal Information will
not be kept for longer than is necessary for those legitimate business
purposes or to meet legal obligations, and will subsequently be deleted
or rendered anonymous.
5. Respect User Rights
You will be provided with information about, and an easy means to
exercise, your rights over the use of your Personal Information.
6. Security
Personal Information will be protected, using reasonable safeguards
appropriate to the sensitivity of the information.
7. Education
You will be provided with information about privacy and security issues
and ways to manage and protect your privacy.
8. Children
An application or service that is directed at children will ensure that
the collection, access, and use of Personal Information is appropriate in
all given circumstances and compatible with applicable law.
9. Accountability and Enforcement
All responsible persons will be accountable for ensuring that these
principles are met.
7. CONTACT US
Should you wish not to:
1. Have your Personal Information disclosed or processed;
2. Receive marketing alerts and promotional messages from us, our
subsidiaries, affiliates, and partners,
you may immediately get in touch with us through our website at
www.globe.com.ph or by contacting Globe Customer Care ((+632) 7730-1000 or
211 using your mobile phone).
For any questions or concerns, you may contact our Data Protection Officer
as follows:
Data Protection Officer
Globe Telecom, Inc.
The Globe Tower
32nd Street corner 7th Avenue,
Bonifacio Global City, 1634 Taguig City,
Metro Manila, Philippines
Email: privacy@globe.com.ph
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