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 Privacy Policy


Protecting​ ​ your​ ​ privacy

Protecting​ ​your​ ​privacy​ ​and​ ​the​ ​confidentiality​ ​of​ ​your​ ​personal​ ​information​ ​is​ ​fundamental​ ​to​ ​the​ ​way​ ​EDEEL does​ ​business.​ ​As​ ​a​ ​financial​ ​service​ ​organization,​ ​EDEEL​ ​committed​ ​to​ ​fully​ ​comply​ ​with​ ​the​ ​National​ ​Bank​ ​of Cambodia​ ​Laws​ ​and​ ​Regulations.​ ​EDEEL​ ​has​ ​obligation​ ​to​ ​keep​ ​customer’s​ ​privacy​ ​information,​ ​including sensitive​ ​information,​ ​confidentially.​ ​We​ ​value​ ​the​ ​ongoing​ ​trust​ ​you​ ​have​ ​in​ ​us​ ​to​ ​protect​ ​your​ ​privacy.

This​ ​Privacy​ ​Policy​ ​explains​ ​how​ ​EDEEL​ ​will​ ​manage​ ​and​ ​protect​ ​your​ ​personal​ ​information,​ ​including information​ ​that​ ​EDEEL​ ​collects​ ​during​ ​the​ ​course​ ​of​ ​providing​ ​a​ ​product​ ​or​ ​service​ ​to​ ​you​ ​and​ ​the​ ​information EDEEL​ ​holds​ ​after​ ​your​ ​product​ ​or​ ​service​ ​is​ ​terminated​ ​(where​ ​we​ ​are​ ​required​ ​to​ ​hold​ ​this​ ​information​ ​or​ ​it​ ​is necessary​ ​for​ ​our​ ​functions).​ ​This​ ​Privacy​ ​Policy​ ​also​ ​applies​ ​to​ ​information​ ​that​ ​EDEEL​ ​collects​ ​from​ ​third​ ​parties including​ ​the​ ​information​ ​EDEEL​ ​receives​ ​through​ ​its​ ​intelligent​ ​network.  

This​ ​Privacy​ ​Policy​ ​contains​ ​information​ ​about​ ​how​ ​you​ ​can​ ​access​ ​the​ ​information​ ​EDEEL​ ​holds​ ​about​ ​you,​ ​how you​ ​can​ ​ask​ ​EDEEL​ ​to​ ​correct​ ​your​ ​information​ ​and​ ​how​ ​you​ ​can​ ​make​ ​a​ ​complaint​ ​if​ ​you​ ​have​ ​concerns​ ​about how​ ​EDEEL​ ​has​ ​managed​ ​your​ ​information.

Which​ ​ EDEEL​ ​ entities​ ​ does​ ​ this​ ​ Policy​ ​ cover?

All​ ​EDEEL​ ​entities​ ​including​ ​its​ ​sale​ ​agents/merchants​ ​are​ ​subject​ ​to​ ​strict​ ​standards​ ​in​ ​relation​ ​to​ ​the​ ​handling of​ ​personal​ ​information,​ ​regardless​ ​of​ ​where​ ​those​ ​entities,​ ​agents/merchants​ ​are​ ​located.

This​ ​Privacy​ ​Policy​ ​applies​ ​specifically​ ​to​ ​Edeel​ ​(Cambodia)​ ​Ltd.​ ​and​ ​each​ ​of​ ​its​ ​agents/merchants.​ ​It​ ​explains​ ​how your​ ​personal​ ​information​ ​is​ ​managed​ ​in​ ​our​ ​businesses.

How​ ​ to​ ​ contact​ ​ EDEEL?

If​ ​you​ ​have​ ​any​ ​questions​ ​or​ ​would​ ​like​ ​more​ ​information​ ​about​ ​this​ ​Privacy​ ​Policy​ ​you​ ​may​ ​contact​ ​our​ ​business center,​ ​sale​ ​agent,​ ​or​ ​merchant​ ​that​ ​you​ ​normally​ ​deal​ ​with.​ ​Alternatively,​ ​you​ ​may​ ​call​ ​the​ ​EDEEL​ ​Contact Centre​ ​at​ ​any​ ​time​ ​or​ ​email​ ​your​ ​question​ ​or​ ​request​ ​to​​.

Our​ ​ privacy​ ​ framework

EDEEL​ ​is​ ​bound​ ​by​ ​the​ ​National​ ​Bank​ ​of​ ​Cambodia’s​ ​Law​ ​on​ ​Banking​ ​and​ ​Financial​ ​Institution,​ ​art​ ​47​ ​of Professional​ ​Secrecy.​ ​The​ ​National​ ​Bank​ ​of​ ​Cambodia​ ​regulates​ ​the​ ​way​ ​that​ ​certain​ ​entities​ ​handle​ ​customer’s personal​ ​and​ ​sensitive​ ​information.


EDEEL​ ​collects​ ​your​ ​personal​ ​information​ ​so​ ​that​ ​we​ ​can​ ​perform​ ​our​ ​various​ ​functions​ ​and​ ​activities.​ ​EDEEL also​ ​collects​ ​your​ ​personal​ ​information​ ​if​ ​the​ ​law​ ​requires​ ​us​ ​to​ ​collect​ ​it.​ ​If​ ​EDEEL​ ​does​ ​not​ ​collect​ ​your​ ​personal information,​ ​we​ ​may​ ​not​ ​be​ ​able​ ​to​ ​deal​ ​with​ ​you,​ ​or​ ​provide​ ​you​ ​with​ ​a​ ​product​ ​or​ ​service.

EDEEL​ ​collects​ ​most​ ​personal​ ​information​ ​directly​ ​from​ ​you.​ ​For​ ​example,​ ​you​ ​provide​ ​us​ ​with​ ​your​ ​information when​ ​you​ ​open​ ​or​ ​sign​ ​up​ ​an​ ​account,​ ​fill​ ​in​ ​an​ ​application​ ​form,​ ​deal​ ​with​ ​us​ ​over​ ​the​ ​telephone,​ ​send​ ​us​ ​a letter,​ ​use​ ​our​ ​websites,​ ​Application,​ ​or​ ​visit​ ​our​ ​business​ ​center,​ ​agent​ ​or​ ​merchant.​ ​If​ ​you​ ​apply​ ​for​ ​one​ ​of EDEEL’s​ ​products​ ​or​ ​services,​ ​EDEEL​ ​may​ ​collect​ ​and​ ​hold​ ​information​ ​from​ ​you​ ​such​ ​as​ ​your​ ​name,​ ​address, telephone​ ​number,​ ​e-mail​ ​address,​ ​date​ ​of​ ​birth,​ ​annual​ ​income​ ​and​ ​other​ ​financial​ ​details,​ ​place​ ​of​ ​work, personal​ ​and/or​ ​employment​ ​background,​ ​and​ ​your​ ​transaction​ ​history.

Collecting​ ​ information​ ​ from​ ​ third​ ​ parties

EDEEL​ ​may​ ​also​ ​collect​ ​information​ ​about​ ​you​ ​that​ ​is​ ​publicly​ ​available,​ ​including​ ​information​ ​from​ ​telephone directories,​ ​the​ ​electoral​ ​roll​ ​or​ ​other​ ​websites.​ ​There​ ​may​ ​be​ ​occasions​ ​when​ ​EDEEL​ ​collects​ ​personal information​ ​about​ ​you​ ​from​ ​a​ ​third​ ​party.​ ​For​ ​example,​ ​EDEEL​ ​may​ ​collect​ ​personal​ ​information​ ​from:

  • credit​ ​ reporting​ ​ bodies​ ​ if​ ​we​ ​request​ ​a​ ​report​ ​about​ ​your​ ​credit​ ​history;
  • Intelligent​ ​company​ ​for​ ​inquiring​ ​of​ ​your​ ​background​ ​to​ ​satisfy​ ​our​ ​regulatory​ ​obligation
  • other​ ​ credit​ ​ providers​ ​ if​ ​we​ ​request​ ​information​ ​from​ ​them​ ​about​ ​the​ ​products​ ​they​ ​provide​ ​to​ ​you;
  • organizations​ ​ that​ ​ EDEEL​ ​ has​ ​ an​ ​ arrangement​ ​ with​ ​ to​ ​ jointly​ ​ offer​ ​ products​ ​ and/or​ ​ has​ ​ an​ ​ alliance​ ​ with​ ​ to share​ ​ information​ ​ for​ ​ marketing​ ​ purposes​ ​ to​ ​provide​ ​you​ ​with​ ​products​ ​or​ ​services​ ​and/or​ ​to​ ​promote​ ​a product​ ​or​ ​service;
  • our​ ​ related​ ​ agents/merchants​ ​ so​ ​we​ ​can​ ​better​ ​manage​ ​your​ ​relationship​ ​with​ ​all​ ​EDEEL;
  • marketing​ ​ companies​ ​ if​ ​we​ ​acquire​ ​contact​ ​information​ ​to​ ​tell​ ​people​ ​about​ ​EDEEL​ ​products​ ​and services​ ​that​ ​may​ ​interest​ ​them;​ ​and​ brokers​ ​ and​ ​ other​ ​ parties​ ​ who​ ​ may​ ​ have​ ​ introduced​ ​ you​ ​ to​ ​ EDEEL.

EDEEL​ ​may​ ​also​ ​collect​ ​information​ ​about​ ​how​ ​you​ ​use​ ​EDEEL’s​ ​and​ ​other​ ​websites​ ​to​ ​help​ ​us​ ​better​ ​tailor​ ​our services​ ​to​ ​you.​ ​For​ ​example,​ ​EDEEL​ ​may​ ​do​ ​this​ ​when​ ​you​ ​click​ ​on​ ​a​ ​link​ ​from​ ​an​ ​EDEEL​ ​website​ ​or​ ​visit​ ​a website​ ​which​ ​displays​ ​an​ ​EDEEL​ ​advertisement.​ ​Usually,​ ​the​ ​information​ ​we​ ​collect​ ​in​ ​this​ ​way​ ​is​ ​general information​ ​only​ ​derived​ ​from​ ​cookies​ ​–​ ​such​ ​as​ ​the​ ​number​ ​of​ ​visitors​ ​to​ ​a​ ​site​ ​or​ ​statistics​ ​about​ ​how​ ​a​ ​site​ ​is browsed​ ​–​ ​and​ ​does​ ​not​ ​identify​ ​you.​ ​If​ ​EDEEL​ ​does​ ​identify​ ​you​ ​with​ ​this​ ​information​ ​(for​ ​example,​ ​if​ ​you​ ​have been​ ​logged​ ​onto​ ​an​ ​online​ ​EDEEL​ ​service),​ ​any​ ​use​ ​or​ ​disclosure​ ​of​ ​that​ ​information​ ​will​ ​be​ ​in​ ​accordance​ ​with this​ ​Privacy​ ​Policy.

Collecting​ ​sensitive​​ information

Sensitive​ ​information​ ​is​ ​personal​ ​information​ ​about​ ​a​ ​person’s​ ​racial​ ​or​ ​ethnic​ ​origin,​ ​political​ ​opinion, membership​ ​of​ ​a​ ​political​ ​association,​ ​religious​ ​beliefs​ ​or​ ​affiliations,​ ​philosophical​ ​beliefs,​ ​membership​ ​of​ ​a professional​ ​or​ ​trade​ ​association,​ ​membership​ ​of​ ​a​ ​trade​ ​union,​ ​sexual​ ​orientation​ ​or​ ​practices,​ ​criminal​ ​record, genetic​ ​information​ ​or​ ​health​ ​information.

EDEEL​ ​will​ ​not​ ​collect,​ ​use​ ​or​ ​disclose​ ​sensitive​ ​information​ ​about​ ​you​ ​unless​ ​we​ ​need​ ​the​ ​information​ ​for​ ​one​ ​of our​ ​functions​ ​or​ ​activities​ ​and​ ​we​ ​have​ ​your​ ​consent​ ​(or​ ​we​ ​are​ ​legally​ ​required​ ​to​ ​do​ ​so).​ ​For​ ​example,​ ​EDEEL’s merchant​ ​collects​ ​personal​ ​information​ ​from​ ​you​ ​with​ ​your​ ​consent​ ​to​ ​assess​ ​your​ ​application​ ​before​ ​sign​ ​you up​ ​for​ ​an​ ​account.​ ​EDEEL​ ​may​ ​also​ ​collect​ ​information​ ​about​ ​you​ ​through​ ​customer​ ​surveys​ ​or​ ​questionnaires so​ ​that​ ​it​ ​may​ ​obtain​ ​your​ ​feedback​ ​and​ ​provide​ ​further​ ​information​ ​to​ ​you​ ​about​ ​EDEEL’s​ ​products​ ​or​ ​services.  

Collecting​ ​information​ ​required​ by​ ​law

EDEEL​ ​may​ ​collect​ ​information​ ​from​ ​you​ ​because​ ​we​ ​are​ ​required​ ​or​ ​authorized​ ​by​ ​the​ ​National​ ​Bank​ ​of Cambodia​ ​law​ ​and​ ​regulation​ ​or​ ​court​ ​or​ ​tribunal​ ​order​ ​to​ ​collect​ ​that​ ​information.​ ​We​ ​will​ ​tell​ ​you​ ​if​ ​collection​ ​is required​ ​or​ ​authorized​ ​by​ ​law​ ​and​ ​provide​ ​you​ ​with​ ​details​ ​of​ ​the​ ​law,​ ​court​ ​or​ ​tribunal​ ​order.​ ​For​ ​example, when​ ​you​ ​open​ ​an​ ​e-wallet​ ​account,​ ​EDEEL​ ​is​ ​required​ ​under​ ​the​ ​Anti-Money​ ​Laundering​ ​and Counter-Terrorism​ ​Financing​ ​regulation​ ​to​ ​collect​ ​certain​ ​information​ ​from​ ​you​ ​to​ ​prove​ ​your​ ​identity,​ ​such​ ​as​ ​a copy​ ​of​ ​either​ ​your​ ​National​ ​ID,​ ​Passport​ ​or​ ​driver’s​ ​license.


We​ ​may​ ​use​ ​and​ ​disclose​ ​personal​ ​information​ ​we​ ​collect​ ​about​ ​you​ ​for​ ​several​ ​purposes​ ​including:

  • to​ ​consider​ ​your​ ​request​ ​for​ ​a​ ​product​ ​or​ ​service;
  • to​ ​enable​ ​EDEEL​ ​and​ ​its​ ​agent/merchant​ ​to​ ​provide​ ​a​ ​product​ ​or​ ​service;
  • to​ ​tell​ ​you​ ​about​ ​other​ ​products​ ​and​ ​services​ ​that​ ​may​ ​be​ ​of​ ​interest​ ​to​ ​you;
  • to​ ​assist​ ​in​ ​arrangements​ ​with​ ​other​ ​organizations​ ​(such​ ​as​ ​loyalty​ ​partners)​ ​in​ ​relation​ ​to​ ​the promotion​ ​or​ ​provision​ ​of​ ​a​ ​product​ ​or​ ​service;
  • to​ ​manage​ ​accounts​ ​and​ ​perform​ ​other​ ​administrative​ ​and​ ​operational​ ​tasks​ ​(including​ ​risk management,​ ​systems​ ​development​ ​and​ ​testing​ ​and​ ​staff​ ​training,​ ​collecting​ ​debts​ ​and​ ​market​ ​or customer​ ​satisfaction​ ​research);
  • to​ ​consider​ ​any​ ​concerns​ ​or​ ​complaints​ ​you​ ​raise​ ​against​ ​EDEEL​ ​and/or​ ​to​ ​manage​ ​any​ ​legal​ ​action between​ ​you​ ​and​ ​EDEEL;
  • to​ ​prevent​ ​or​ ​investigate​ ​any​ ​actual​ ​or​ ​suspected​ ​fraud,​ ​unlawful​ ​activity​ ​or​ ​misconduct;
  • to​ ​identify​ ​you​ ​or​ ​establish​ ​your​ ​tax​ ​status​ ​under​ ​any​ ​local​ ​regulation​ ​pursuant​ ​to​ ​an​ ​agreement​ ​with any​ ​tax​ ​authority;​ ​and
  • as​ ​required​ ​by​ ​relevant​ ​laws,​ ​regulations,​ ​codes​ ​of​ ​practice​ ​and​ ​external​ ​payment​ ​systems.


EDEEL​ ​may​ ​need​ ​to​ ​disclose​ ​your​ ​information​ ​to​ ​organizations​ ​located​ ​overseas.​ ​The​ ​most​ ​common​ ​reason​ ​for EDEEL​ ​disclosing​ ​information​ ​overseas​ ​is​ ​because​ ​we​ ​use​ ​service​ ​providers​ ​to​ ​perform​ ​some​ ​functions​ ​on​ ​our behalf,​ ​and​ ​some​ ​of​ ​these​ ​service​ ​providers​ ​are​ ​located​ ​overseas.​ ​We​ ​only​ ​disclose​ ​your​ ​information​ ​to​ ​these organizations​ ​when​ ​it​ ​is​ ​necessary​ ​for​ ​the​ ​services​ ​they​ ​provide​ ​EDEEL.

For​ ​the​ ​most​ ​part,​ ​these​ ​service​ ​providers​ ​are​ ​related​ ​entities​ ​of​ ​EDEEL​ ​which​ ​perform​ ​a​ ​range​ ​of​ ​technology, operational​ ​and​ ​customer​ ​service​ ​functions​ ​for​ ​EDEEL.

These​ ​entities​ ​are​ ​located​ ​in​ ​the​ ​following​ ​countries:

  • ​ ​Vietnam
  • ​ ​Hong​ ​Kong

EDEEL​ ​may​ ​also​ ​use​ ​other​ ​offshore​ ​service​ ​providers​ ​to​ ​help​ ​provide​ ​you​ ​with​ ​our​ ​products​ ​and​ ​services​ ​or identify​ ​ways​ ​to​ ​improve​ ​our​ ​service​ ​to​ ​you.

The​ ​above​ ​is​ ​not​ ​a​ ​complete​ ​list​ ​of​ ​the​ ​countries​ ​to​ ​which​ ​your​ ​information​ ​may​ ​be​ ​disclosed​ ​when​ ​using​ ​an EDEEL​ ​product​ ​or​ ​service.​ ​In​ ​some​ ​circumstances,​ ​the​ ​nature​ ​of​ ​the​ ​product​ ​or​ ​service​ ​you​ ​request​ ​may​ ​require EDEEL​ ​to​ ​disclose​ ​your​ ​information​ ​overseas​ ​and​ ​the​ ​countries​ ​to​ ​which​ ​we​ ​may​ ​disclose​ ​your​ ​information​ ​will depend​ ​on​ ​the​ ​particular​ ​circumstances.  


EDEEL​ ​may​ ​require​ ​your​ ​consent​ ​to​ ​use​ ​and/or​ ​disclose​ ​your​ ​information​ ​in​ ​particular​ ​ways.​ ​Like wise​ ​we​ ​need your​ ​consent​ ​if​ ​we​ ​need​ ​to​ ​use​ ​your​ ​information​ ​for​ ​a​ ​purpose​ ​that​ ​is​ ​not​ ​related​ ​to​ ​the​ ​purpose​ ​for​ ​which​ ​we collected​ ​your​ ​information​ ​in​ ​the​ ​first​ ​place.​ ​Depending​ ​on​ ​the​ ​circumstances,​ ​this​ ​consent​ ​may​ ​be​ ​express​ ​(for example,​ ​you​ ​expressly​ ​agree​ ​to​ ​the​ ​specific​ ​use​ ​of​ ​your​ ​information​ ​by​ ​ticking​ ​a​ ​box)​ ​or​ ​implied​ ​by​ ​some​ ​action you​ ​take​ ​or​ ​do​ ​not​ ​take​ ​(for​ ​example,​ ​your​ ​agreement​ ​is​ ​implied​ ​by​ ​the​ ​fact​ ​that​ ​you​ ​have​ ​agreed​ ​to​ ​your product​ ​terms​ ​and​ ​conditions​ ​which​ ​contains​ ​information​ ​about​ ​the​ ​use​ ​or​ ​disclosure).


As​ ​part​ ​of​ ​our​ ​service​ ​to​ ​you,​ ​we​ ​may​ ​use​ ​personal​ ​information​ ​we​ ​have​ ​collected​ ​about​ ​you​ ​to​ ​identify​ ​a product​ ​or​ ​service​ ​that​ ​may​ ​benefit​ ​you.​ ​The​ ​EDEEL​ ​business​ ​you​ ​deal​ ​with​ ​may​ ​contact​ ​you​ ​from​ ​time​ ​to​ ​time to​ ​let​ ​you​ ​know​ ​about​ ​new​ ​or​ ​existing​ ​products​ ​or​ ​services.​ ​It​ ​may​ ​also​ ​disclose​ ​your​ ​personal​ ​information​ ​to related​ ​EDEEL​ ​entities​ ​or​ ​business​ ​partners​ ​to​ ​enable​ ​them​ ​to​ ​tell​ ​you​ ​about​ ​a​ ​product​ ​or​ ​service.

You​ ​can​ ​contact​ ​the​ ​relevant​ ​EDEEL​ ​business​ ​you​ ​deal​ ​with​ ​at​ ​any​ ​time​ ​if​ ​you​ ​do​ ​not​ ​want​ ​to​ ​receive​ ​marketing information​ ​from​ ​them.​ ​The​ ​relevant​ ​contact​ ​details​ ​for​ ​each​ ​relevant​ ​EDEEL​ ​business​ ​is​ ​as​ ​follows:

  • xxxxx
  • xxxxx
  • xxxxx

EDEEL​ ​will​ ​not​ ​use​ ​any​ ​personal​ ​information​ ​that​ ​we​ ​have​ ​received​ ​from​ ​client​ ​for​ ​marketing​ ​purposes.  


EDEEL​​ protects​​ your​​ information.​​ EDEEL​ ​protects​ ​your​ ​personal​ ​information​ ​from​ ​misuse​ ​and​ ​loss.​ ​We​ ​also protect​ ​it​ ​from​ ​un-authorized​ ​access,​ ​modification​ ​and​ ​disclosure​ ​by​ ​ensuring​ ​that​ ​your​ ​personal​ ​information can​ ​only​ ​be​ ​accessed​ ​by​ ​people​ ​properly​ ​authorized​ ​to​ ​have​ ​access.​ ​EDEEL​ ​may​ ​store​ ​your​ ​personal​ ​information in​ ​hardcopy​ ​documents​ ​or​ ​electronically.​ ​EDEEL​ ​maintains​ ​physical​ ​security,​ ​such​ ​as​ ​locks​ ​and​ ​security​ ​systems, over​ ​our​ ​paper​ ​and​ ​electronic​ ​data​ ​stores​ ​and​ ​premises.​ ​EDEEL​ ​also​ ​maintains​ ​computer​ ​and​ ​network​ ​security.

For​ ​example,​ ​EDEEL​ ​uses​ ​firewalls​ ​(security​ ​measures​ ​for​ ​the​ ​internet)​ ​and​ ​other​ ​security​ ​measures​ ​such​ ​as identification​ ​codes​ ​and​ ​passwords​ ​to​ ​control​ ​access​ ​to​ ​computer​ ​systems.​ ​EDEEL​ ​continually​ ​maintains​ ​and monitors​ ​its​ ​online​ ​security​ ​systems​ ​to​ ​ensure​ ​that​ ​EDEEL’s​ ​online​ ​payment​ ​services​ ​are​ ​secure​ ​and​ ​that​ ​your personal​ ​information​ ​is​ ​appropriately​ ​protected​ ​when​ ​you​ ​use​ ​these​ ​services.

Protecting​ ​your​ privacy

You​ ​can​ ​help​ ​us​ ​to​ ​protect​ ​your​ ​privacy​ ​by​ ​observing​ ​our​ ​security​ ​requirements​ ​and​ ​contacting​ ​us​ ​immediately​ ​if your​ ​contact​ ​details​ ​change.​ ​We​ ​require​ ​you​ ​to​ ​keep​ ​your​ ​personal​ ​identification​ ​number​ ​(PIN),​ ​passwords​ ​and access​ ​codes​ ​confidential​ ​and​ ​secure​ ​at​ ​all​ ​times.​ ​This​ ​means​ ​that​ ​you​ ​should​ ​not​ ​disclose​ ​your​ ​PIN,​ ​passwords or​ ​access​ ​codes​ ​to​ ​any​ ​other​ ​person.​ ​You​ ​should​ ​contact​ ​EDEEL​ ​immediately​ ​if​ ​you​ ​believe​ ​that​ ​your​ ​PIN, passwords​ ​or​ ​access​ ​codes​ ​may​ ​have​ ​been​ ​disclosed​ ​to​ ​another​ ​person​ ​or​ ​if​ ​you​ ​would​ ​like​ ​to​ ​change​ ​your​ ​PIN or​ ​password.


Subject​ ​to​ ​some​ ​exceptions,​ ​you​ ​can​ ​find​ ​out​ ​what​ ​personal​ ​information​ ​EDEEL​ ​holds​ ​about​ ​you,​ ​including​ ​what information​ ​we​ ​have​ ​obtained​ ​in​ ​our​ ​system.​ ​You​ ​should​ ​contact​ ​EDEEL​ ​if​ ​you​ ​wish​ ​to​ ​find​ ​out​ ​about​ ​the personal​ ​information​ ​an​ ​EDEEL​ ​company​ ​holds​ ​about​ ​you.​ ​We​ ​will​ ​need​ ​to​ ​verify​ ​your​ ​identity​ ​before​ ​giving​ ​you access.

We​ ​will​ ​normally​ ​be​ ​able​ ​to​ ​deal​ ​with​ ​your​ ​request​ ​immediately.​ ​If​ ​the​ ​request​ ​is​ ​complex,​ ​we​ ​will​ ​ask​ ​you​ ​to complete​ ​a​ ​personal​ ​information​ ​request​ ​form.​ ​We​ ​can​ ​usually​ ​deal​ ​with​ ​such​ ​a​ ​request​ ​within​ ​3​ ​to​ ​5​ ​working days.

Depending​ ​on​ ​the​ ​complexity​ ​of​ ​your​ ​request,​ ​we​ ​may​ ​charge​ ​a​ ​fee​ ​for​ ​processing​ ​the​ ​request.​ ​Please​ ​refer​ ​to our​ ​fees​ ​and​ ​charges​ ​booklets​ ​for​ ​our​ ​standard​ ​fees​ ​and​ ​charges.

EDEEL​ ​will​ ​usually​ ​provide​ ​access​ ​to​ ​your​ ​information​ ​at​ ​the​ ​business​ ​center​ ​or​ ​office​ ​closest​ ​to​ ​you​ ​in​ ​order​ ​to protect​ ​the​ ​confidentiality​ ​and​ ​security​ ​of​ ​your​ ​information.​ ​However,​ ​you​ ​may​ ​elect​ ​to​ ​receive​ ​your​ ​information by​ ​registered​ ​mail​ ​or​ ​courier,​ ​where​ ​practicable.

In​ ​certain​ ​circumstances,​ ​EDEEL​ ​may​ ​not​ ​be​ ​able​ ​to​ ​tell​ ​you​ ​what​ ​personal​ ​information​ ​is​ ​held​ ​about​ ​you.​ ​In these​ ​circumstances,​ ​we​ ​will​ ​write​ ​to​ ​you​ ​to​ ​explain​ ​why​ ​we​ ​cannot​ ​provide​ ​you​ ​with​ ​the​ ​information​ ​and attempt​ ​to​ ​find​ ​alternative​ ​means​ ​to​ ​enable​ ​you​ ​to​ ​access​ ​your​ ​information.


If​ ​you​ ​believe​ ​that​ ​the​ ​personal​ ​information​ ​we​ ​hold​ ​is​ ​inaccurate,​ ​incomplete​ ​or​ ​out-of-date,​ ​you​ ​should​ ​contact us.​ ​We​ ​will​ ​promptly​ ​update​ ​any​ ​personal​ ​information​ ​that​ ​is​ ​inaccurate,​ ​incomplete​ ​or​ ​out​ ​of​ ​date.​ ​You​ ​may​ ​ask EDEEL​ ​or​ ​its​ ​sale​ ​agent/merchant​ ​to​ ​correct​ ​information​ ​that​ ​we​ ​have​ ​received​ ​through​ ​the​ ​system​ ​or information​ ​during​ ​on-boarding​ ​at​ ​the​ ​first​ ​place.​ ​If​ ​we​ ​do​ ​not​ ​agree​ ​that​ ​your​ ​information​ ​is​ ​inaccurate, incomplete​ ​or​ ​out​ ​of​ ​date,​ ​we​ ​will​ ​write​ ​to​ ​you​ ​and​ ​tell​ ​you​ ​the​ ​reason(s)​ ​why​ ​we​ ​do​ ​not​ ​agree​ ​with​ ​you.​ ​We​ ​will also​ ​tell​ ​you​ ​what​ ​you​ ​can​ ​do​ ​if​ ​you​ ​are​ ​not​ ​satisfied​ ​with​ ​our​ ​response.


You​ ​are​ ​entitled​ ​to​ ​complain​ ​if​ ​you​ ​believe​ ​that​ ​your​ ​privacy​ ​has​ ​been​ ​compromised​ ​or​ ​that​ ​EDEEL​ ​has​ ​breached the​ ​Privacy​ ​obligation.​ ​If​ ​you​ ​have​ ​a​ ​privacy​ ​complaint,​ ​you​ ​can​ ​contact​ ​our​ ​business​ ​staff,​ ​sale​ ​agent​ ​and merchant​ ​that​ ​you​ ​have​ ​been​ ​dealing​ ​with.​ ​Alternatively,​ ​you​ ​can​ ​lodge​ ​a​ ​complaint​ ​online​ ​at​ ​​​ ​or contact​ ​our​ ​Customer​ ​Response​ ​Centre.​ ​The​ ​Customer​ ​Response​ ​Centre’s​ ​contact​ ​details​ ​are:


If​ ​your​ ​complaint​ ​is​ ​not​ ​satisfactorily​ ​resolved,​ ​you​ ​may​ ​also​ ​contact​ ​the​ ​EDEEL​ ​Business​ ​Center,​ ​who​ ​will escalate​ ​your​ ​matters​ ​to​ ​our​ ​Complaint​ ​Handling​ ​Team.​ ​The​ ​Complaint​ ​Handling​ ​Team​ ​will​ ​investigate​ ​your complaint​ ​thoroughly​ ​and​ ​report​ ​direct​ ​to​ ​the​ ​CEO​ ​as​ ​deem​ ​appropriate.

The​ ​Customer​ ​Complaint​ ​Team’s​ ​contact​ ​details​ ​are:


Managing​ ​ your​ ​ complaint

If​ ​you​ ​make​ ​a​ ​complaint,​ ​EDEEL​ ​will​ ​respond​ ​within​ ​48​ ​hours​ ​to​ ​let​ ​you​ ​know​ ​who​ ​is​ ​responsible​ ​for​ ​managing your​ ​complaint.​ ​EDEEL​ ​will​ ​try​ ​to​ ​resolve​ ​your​ ​complaint​ ​within​ ​3-5​ ​working​ ​days.​ ​When​ ​this​ ​is​ ​not​ ​possible, EDEEL​ ​will​ ​contact​ ​you​ ​within​ ​that​ ​time​ ​to​ ​let​ ​you​ ​know​ ​how​ ​long​ ​we​ ​will​ ​take​ ​to​ ​resolve​ ​your​ ​complaint.

EDEEL​ ​will​ ​investigate​ ​your​ ​complaint​ ​and​ ​where​ ​necessary,​ ​consult​ ​with​ ​other​ ​relevant​ ​departments​ ​about​ ​your complaint.​ ​EDEEL​ ​will​ ​make​ ​a​ ​decision​ ​about​ ​your​ ​complaint​ ​and​ ​write​ ​to​ ​you​ ​to​ ​explain​ ​our​ ​decision.

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