Privacy Policy

1. Introduction

Rattan Bridge ("we", "us", "our") is a citizen assistance centre registered and operating in Petaling Jaya, Selangor, Malaysia. We are committed to handling personal data responsibly and in line with Malaysia's Personal Data Protection Act 2010 (PDPA).

This policy explains what personal data we collect, how we use it, how long we keep it, and what rights you have as a data subject. It applies to data collected through our website at rattannbridg.top, by phone, and in person at our office.

Questions about this policy may be directed to [email protected].

2. Data We Collect

We collect only the personal data necessary to deliver our services:

• Contact data: name, email address, phone number — provided via our website contact form or when you call or visit our office.
• Enquiry content: the description of your question or situation that you share with us during a consultation or in a message.
• Coordination data (Elder Care packages): scheduling information, appointment details, and family contact information provided to support logistics coordination. No medical or health data is collected or processed.
• Organisation data (Community Kitchen Advisory): organisation name, contact details of committee members, and operational planning information shared during the advisory engagement.
• Website usage data: collected via cookies and analytics tools — see Section 5 and our Cookie Policy.

3. Legal Basis for Processing

We process personal data on the following bases under the PDPA 2010:

• Consent: for website enquiry forms and optional marketing communications.
• Contract performance: to deliver the service you have engaged us for (membership, coordination package, advisory engagement).
• Legitimate interests: to improve our services, respond to enquiries, and maintain records of completed engagements.

4. How We Use Your Data

• To respond to your enquiry and provide the service you have requested.
• To schedule and coordinate appointments and check-ins (Elder Care packages).
• To produce written outputs — planners, playbooks, checklists — as part of service delivery.
• To follow up on open matters or send booking confirmations.
• To comply with legal obligations where applicable.
• To improve our website and services using anonymised analytics data.

We do not use your personal data for automated decision-making or profiling. We do not sell personal data to third parties.

5. Data Sharing

We do not share your personal data with third parties except in the following limited circumstances:

• Service delivery partners: where a third-party tool (e.g. a calendar application) is used as part of service delivery, data is shared only to the extent needed and the tool is selected for its data protection standards.
• Legal requirements: where required by Malaysian law or a competent authority.

All third-party processors are contractually required to handle data in a manner consistent with this policy.

6. Retention Periods

• Enquiry and contact data: retained for 12 months from the date of last contact.
• Active service engagement data: retained for the duration of the engagement plus 24 months.
• Completed engagement records: retained for 3 years for legitimate business record purposes, then securely deleted.
• Website analytics data: retained in anonymised form; raw session data deleted after 14 months.

7. Cookies

Our website uses cookies to provide basic functionality and to understand how visitors use the site. Essential cookies are required for the site to function. Analytics and preference cookies are optional and require your consent.

For full details, see our Cookie Policy.

8. Data Security

We take reasonable and appropriate steps to protect personal data from unauthorised access, disclosure, alteration, or loss. These include:

• Access controls limiting data access to authorised staff only.
• Secure storage of physical records and password protection of digital files.
• Encrypted transmission of data via HTTPS on our website.
• Staff awareness of confidentiality obligations as part of onboarding and training.

In the event of a data breach likely to result in risk to individuals, we will notify the relevant parties in line with our legal obligations.

9. Your Rights Under the PDPA 2010

As a data subject under Malaysian law, you have the following rights:

• Right to access: to request a copy of the personal data we hold about you.
• Right to correction: to request correction of inaccurate or incomplete data.
• Right to withdraw consent: where processing is based on consent, you may withdraw it at any time. This does not affect processing carried out before withdrawal.
• Right to limit processing: to request that we stop or restrict processing of your data in certain circumstances.

To exercise any of these rights, contact us at [email protected]. We will respond within 21 days. In some cases, we may need to verify your identity before processing the request.

If you are not satisfied with how we have handled a request, you may lodge a complaint with the Department of Personal Data Protection (JPDP), Malaysia's supervisory authority under the PDPA 2010.

10. Third-Party Links

Our website may contain links to external sites. We are not responsible for the privacy practices of those sites and encourage you to review their privacy policies before sharing any personal data.

11. Children's Privacy

Our services are intended for adults aged 18 and above. We do not knowingly collect personal data from individuals under the age of 18. If you believe we have inadvertently received data from a minor, please contact us at [email protected] and we will delete it promptly.

12. Policy Updates

We may update this policy from time to time to reflect changes in our practices or applicable law. The current version will always be available at rattannbridg.top/privacy-policy.html. Material changes will be communicated via a notice on our website or by email where we hold your contact details.

13. Contact for Data Enquiries

Data Controller: Rattan Bridge

Address: Level 3, DIALOG TOWER, No. 15, Jalan PJU 7/5, Mutiara Damansara, 47810 Petaling Jaya, Selangor Darul Ehsan, Malaysia

Email: [email protected]

Phone: +60 3-7720 1900