Privacy Policy Statement (CMHK)
1. This Statement is made by China Mobile Hong Kong Company Limited ("We" or "CMHK") in accordance with the Personal Data (Privacy) Ordinance (Cap. 486) of the Laws of Hong Kong Special Administrative Region (the "PDPO") and the European Union General Data Protection Regulation, that came into force on 25 May 2018 (if applicable). The term "personal data" used in this Statement has the meaning as defined in the PDPO.
2. We respect the privacy of personal data and are committed to complying with the data protection principles and statutory requirements stipulated under the PDPO. To uphold this commitment, we strive to ensure that all staff members of CMHK adhere to the stringent security and confidentiality guidelines. This Statement sets out our policies and practices regarding the collection, use, transfer and access to customers' personal data.
3. We collect personal data from you from time to time to provide you with our products or services. The data collected includes, but is not limited to:
| i | Your personal identification information: Name and date of birth; |
|---|---|
| ii | Identity card number, passport number, Mainland Travel Permit number for Hong Kong and Macao Residents, or other statutory identification documents (including but not limited to student cards, company employee ID, and/or membership cards for organizations within Hong Kong), biometric data sufficient to identify your identity (such as fingerprints, voiceprints, iris scans, facial images, etc.); |
| iii | Service installation address, correspondence address and/or billing address, contact details (including contact person's name, telephone number, mobile phone number or email address); |
| iv | Account details (including account numbers, service numbers or user accounts), and details of services used from CMHK (including network usage status and location etc.); |
| v | Payment and financial information: Payment details (including credit card and banking information); |
| vi | Health and social media information: Health status data (which may be provided when using our or our business partners' health-related products and services); |
| vii | Account information from third-party instant messaging apps or social media platforms (such as account name, profile picture, contact information, etc.); |
| viii | Device and technical information: Specific details about the device (including but not limited to hardware model, operating system, version, unique identifiers, serial numbers, and configuration settings), software, and mobile network configurations; |
| ix | Communication and interaction content: Conversations and/or input content when you contact CMHK and/or its distributors, intermediaries, agents, affiliates, or business partners (including but not limited to recorded telephone calls with our customer service colleagues, conversations via online "Live Chat" "Video Customer Service", and inputs to the MyLink AI assistant, as well as other recorded text, audio, and/or video); |
| x | Other information: Any other personal information that is required for the provision of products and services by CMHK and/or its distributors, intermediaries, agents, affiliates, and/or business partners. |
You are not obliged to provide your personal data to us. However, we may be unable to provide you with the required goods and services if you are unwilling to do so.
4. To enhance your customer experience, further personal data may be collected on a voluntary basis, such as your age, gender, ethnicity, education level, occupation, salary range, interests, hobbies, leisure activities, and other relevant details related to the products and services you have subscribed for with CMHK. We will indicate whether the requested personal data is mandatory on the relevant forms or applications.
5. In addition, your online data, internet/cloud usage details, and personal data related to your interactions with our website, devices, or applications, including but not limited to your browser type, version, and user agent, operating system, IP address and domain name, connection data, web browsing and referral link data, device identification data, location and phone contacts, video viewing records or search history, click records for links or images, Cookies, and logs from browsers, applications, or web servers, may be indirectly collected for statistical, troubleshooting, and anonymized analysis purposes.
6. If you are under the age of 18, you must obtain consent from your parent or guardian before providing any personal data to us. Please consult your parents or guardians to ensure you understand the content of this Statement before providing any personal data to CMHK.
7. Your personal data may be used for one or more of the following purposes:
| i | Verifying your identity; |
|---|---|
| ii | Processing your orders for goods and service applications; |
| iii | Providing you with goods, services, rewards or promotional programs; |
| iv | Providing long-term customer loyalty programs and renewal services; |
| v | Notifying you of updates related to our products and services; |
| vi | Conducting promotions and marketing based on your consent as stipulated in Clause 10 of this Statement; |
| vii | Verifying information from other sources (including third parties) to enhance customer experience; |
| viii | For statistical, research, and analytical purposes; |
| ix | Conducting market, product, user, or technical analysis for statistical or actuarial reports (including aggregating data unrelated to any identifiable personal data); |
| x | Designing and improving products and services or membership reward programs based on your needs; |
| xi | Processing inquiries, complaints, and feedback; |
| xii | Conducting routine business monitoring and management; |
| xiii | Communicating with you through email, phone, postal mail, or other instant messaging methods; |
| xiv | Accounting information and processing payment reminders; |
| xv | Collecting unpaid amounts on your account (including engaging debt recovery agents and for civil litigation proceedings) and credit investigations; |
| xvi | Seeking legal advice and making legal claims or defenses in legal proceedings; |
| xvii | Preventing and investigating fraud and other criminal activities; |
| xviii | Conducting other related uses/purposes with your consent. |
8. We shall only disclose and transfer your personal data (whether the relevant recipient is located within or outside Hong Kong) to the following parties after obtaining your consent to fulfill CMHK's rights and obligations under the Service Agreement. We shall adopt all reasonably practicable safeguards, including systematic system controls and the keeping / recording of operation logs, for tracking purposes and for carrying out all relevant security management purposes.
| i | Any subsidiaries, holding companies, affiliated companies, or companies controlled by or jointly controlled with us; |
|---|---|
| ii | Any individuals or companies acting for or on behalf of us, or in partnership with us, for the purpose or any directly related purposes for which the data was provided for; |
| iii | Any other individuals or companies responsible for maintaining the confidentiality of our information (and who have a statutory right to access such data); |
| iv | Our distributors, agents, contractors, suppliers, other telecommunications and information service providers, content suppliers, and professional advisors (including accountants, auditors, and lawyers); |
| v | Government and regulatory authorities, law enforcement agencies and other organizations as required or authorized by law; |
| vi | Financial institutions, billing or credit card companies, credit providers, credit reference or investigation agencies, or debt collection / securities agents; |
| vii | Your authorized representatives or legal advisors (at your request); |
| viii | Telecommunications network operators; |
| ix | Third-party rewards and loyalty programs providers; |
| x | Organizations managing our business and corporate strategies, including those involved in the transfer/sale of all or part of our assets or business (including accounts and receivables) and those participating in managing our business risk and capital-raising functions (e.g., securitization); |
| xi | Academic and research institutions; and |
| xii | Any potential or actual participants, assignees, suppliers, or transferees relevant to our operational business. |
9. We strived at all times to ensure that your personal data will be protected against accidental loss or unauthorized access, use, modification, or disclosure by taking all practically reasonable measures. To safeguard your personal data, we maintain this confidentiality commitment and implement strict security procedures and appropriate measures in our facilities, electronic systems, and management practices. For instance, when conducting cross-border transfers of personal data, all communications are transmitted via the HTTPS protocol; sensitive personal data is encrypted using the AES algorithm, and certificate pinning is implemented to enhance security, thereby safeguarding the security of your personal data. Unless otherwise required or permitted by law, your personal data will only be retained for as long as is necessary to fulfil its original or directly related purposes for which it was collected.
10. Subject to your consent and in strict accordance with the PDPO, we may use the personal data mentioned in Clauses 3 to 4 of this Statement for direct marketing purposes, which may include sending information related to our products and services or those of our business partners, long-term customer loyalty programs, events (including those in collaboration with third parties), updates, competitions, and lucky draws etc. The aforementioned information may involve various promotional materials, including but not limited to mobile devices and accessories, telecommunications network services such as television, mobile voice, SMS, and digital communications, IDD/international roaming, internet connectivity, mobile applications, entertainment and internet data communications, other value-added services, as well as computer merchandise, accessories and software, secretarial services, personal assistant services and information services, and other products and services related to games, sports, music, beauty products, electronics, technology, e-commerce, mobile payments, travel, banking, investments, entertainment, transportation, home, fashion, dining, alcohol, insurance, education, health and wellness, social networking, charitable activities, media, and high-end consumer products and services. We may contact you through letters, phone calls, emails, or other instant messaging software to send the aforementioned information.
11. We cannot use your personal data for direct marketing purposes unless we have received your consent or indication of no objection. If you wish to stop receiving our direct marketing materials, you may contact us using the methods outlined in Clause 14 of this Statement. All such requests should clearly specify the relevant personal data and contact details for identity verification.
12. When you browse our website, we may use Cookies to store and track information related to you and your preferences. Cookies are small text files transmitted from our website to your device. By using Cookies, we can enhance website performance and user experience. Most browsers are set to accept cookies by default. You can change your browser or internet security software settings to refuse Cookies. However, if you refuse to accept Cookies, you may not be able to use or activate certain features on our website. Cookies will store data related to you and your preferences, such as if you inquire about prices and availability, the website may create Cookies containing the information you entered; Cookies may also store your browsing history on the site, helping the site customize the display for your next visit. Only the data or choices you provide while using the website can be stored in Cookies; for instance, unless you choose to input your email address, the website cannot determine your email address. Allowing the site to create Cookies does not permit that site or any other site to access other parts of your device, and only the site that created the Cookies can read them.
13. Data stored by Cookies and your location data may be used together with other data we receive from third parties to provide you with better services. If you consent to direct marketing, we may provide targeted advertisements, content, transactions, and offers regarding the categories mentioned in Clause 10 hereof.
14. You have the right to request access to and correction of your personal data held by us in accordance with the provisions of the PDPO. If you wish to obtain a copy of such data or consider that we have collected and retained inaccurate personal data, please write to the address below, and we will process it within 40 working days:
15. You may proceed with account deletion, complaint submission, or withdrawal of consent (for marketing purposes) via the channels set out below:
1. Click "Account Deletion", "Withdrawal of Consent", or "Lodge a complaint" through our official website;
2. Use the account cancellation option in the MyLink Mobile App: Settings → Account Security → Account Cancellation;
3. Contact our Customer Service Hotline at 12580 for relevant applications.
16. We reserve the right to amend this Statement from time to time.
17. If there is any inconsistency between the Chinese and English version of this Statement, the English version shall prevail.
18. The latest version of this Statement will be published on our website / app from time to time and customers will not be notified separately.