We at Syarikat Air Melaka Berhad (“SAMB”, “we”, “us”, “our”) value the privacy of individuals and are committed to protecting your personal data in compliance with the Personal Data Protection Act 2010 (“the Act”) and applicable regulations and guidelines.
By applying for water supply services, using our services, registering via our website/portal/mobile application, or otherwise providing us with your personal data (“you”, “your”, “data subject”), you acknowledge that you have read and understood this Privacy Policy and consent to the collection, processing, storage, disclosure, and retention of your Personal Data in the manner described below. If you do not agree to this Policy, please do not provide personal data or use our services.
1. What Personal Data We Collect
SAMB may collect, store, use and otherwise process the following categories of Personal Data, depending on the nature of your request or interaction with us:
- Personal details: name, identification number (e.g. NRIC/passport), date of birth, gender, nationality, marital status, occupation (if relevant)
- Contact information: residential address, billing address, mailing address, email address, phone number(s)
- Service information: property address, water supply account number, meter number, records of water usage, service requests, payment history, billing and deposit information
- Banking/payment details: bank account or payment instrument information for billing and payment processing
- Communications and correspondence: records of enquiries, complaints, feedback, service requests, call centre logs, email correspondence
- Optional information: any other information you voluntarily provide to us (e.g. additional contact details, alternative address, special requests)
2. How We Collect Your Personal Data
We may collect your Personal Data through the following channels:
- When you fill in our application forms (online or paper) for water supply or related services
- When you register or use our website, portal, mobile application, or online services
- When you contact us via phone, email, written correspondence, or visit our counters
- When you make payments, requests, or apply for changes related to your water supply account
- When you submit enquiries, complaints, feedback or requests related to SAMB services
3. Purpose of Processing Personal Data
We process your Personal Data for the following purposes:
- To verify your identity and eligibility for water supply services
- To set up, manage and maintain your water supply account and supply services
- To generate and deliver bills, process payments, deposits, refunds, and related financial transactions
- To correspond with you regarding your account, supply status, service updates, maintenance, disruptions or notices
- To respond to your enquiries, complaints, feedback or requests
- For administrative, operational and customer‑service management purposes
- To maintain internal records and customer database
- To investigate complaints, suspected fraud or improper use of services
- To fulfill legal, regulatory, or statutory obligations
- For planning, analysis, and improvement of SAMB services and operations
- For any other purposes required or permitted under applicable laws or regulations
4. Disclosure of Personal Data
Your Personal Data may be shared or disclosed to the following parties when necessary to carry out the purposes stated above:
- Third‑party service providers, contractors, vendors or agents engaged by SAMB to provide services, maintenance, billing, or technical support (including overseas service providers, if applicable)
- Payment processors, banks or financial institutions for billing and payment transactions
- Legal advisors, debt collection agencies or credit reporting agencies in the event of payment default or legal claim
- Government agencies, regulatory authorities or statutory bodies when required by law or regulation
- Any person under a duty of confidentiality to SAMB and engaged for legitimate administrative, audit or technical support purposes
5. Retention and Deletion of Personal Data
SAMB will retain your Personal Data only for as long as necessary to fulfill the purposes for which it was collected, to maintain your water supply account, and to comply with applicable laws or regulations.
As a general guideline, your Personal Data is retained for the duration of your active relationship with SAMB. After your account is closed or your relationship with us ends, we retain your data for a further period of up to seven (7) years to meet legal, accounting, audit, tax and regulatory obligations, unless a longer period is required or permitted by law. Once the applicable retention period expires, your Personal Data is securely deleted, anonymised, or destroyed so that it can no longer be associated with you.
How to Request Deletion of Your Personal Data
You may request that SAMB delete the Personal Data we hold about you at any time, subject to legal and contractual restrictions. To make a request, please contact us using the details in Section 9, stating that you wish to have your data deleted. We will verify your identity, action your request within a reasonable period, and confirm once your data has been deleted.
Please note that we may be unable to fully delete certain Personal Data where we are required to retain it by law, where it is necessary to maintain an active water supply account or settle outstanding obligations, or for the establishment, exercise or defence of legal claims. In such cases, we will delete your data once these requirements no longer apply.
6. Rights of Data Subjects
Under the Personal Data Protection Act 2010, you have certain rights in relation to your Personal Data:
- Right to request access to your Personal Data held by SAMB
- Right to request correction or update of inaccurate, incomplete or outdated Personal Data
- Right to request deletion of your Personal Data, subject to legal and contractual restrictions (see Section 5)
- Right to request limitation or restriction of processing in certain cases (subject to applicable law)
- Right to withdraw consent, where applicable (subject to legal or contractual restrictions)
- Right to lodge complaints or inquiries regarding your Personal Data
Requests should be made in writing and directed to:
Email: aduan@samb.com.my
Customer Service / SAMB Office: 897, Wisma Air, Jalan Hang Tuah, 75300 Melaka
7. Security and Safeguards
SAMB implements reasonable organizational, technical, and administrative security measures to protect the confidentiality, integrity, and availability of your Personal Data. We endeavor to prevent unauthorized or unlawful processing, accidental loss, destruction, or damage of your data.
8. Changes to this Privacy Policy
SAMB reserves the right to update, amend or revise this Privacy Policy from time to time. When we make changes, we will publish the updated version on our website or other appropriate channels. Continued use of SAMB services after such updates constitutes your acceptance of the revised policy.
9. Contact Us
If you have any questions, complaints or requests related to your personal data or this Privacy Policy, please contact us at:
Email: aduan@samb.com.my
Address / Counter: 897, Wisma Air, Jalan Hang Tuah, 75300 Melaka
Phone: +6013-751 5800