Privacy Policy

1. Data We Collect

We collect personal data in the following circumstances:

• Contact enquiries: When you submit the enquiry form on our website, we collect your name, email address, phone number (optional), and the content of your message.
• Service delivery: For clients engaging our programmes, we collect additional details necessary to carry out the service — for example, a home or office address for visits, language preference, and notes from intake conversations.
• Website usage: We may collect non-personal technical data such as browser type, pages visited, and referral source through analytics cookies, if you have consented to their use.

We do not collect sensitive personal data (such as financial account numbers, health records, or government identification numbers) unless you explicitly share them during a session and they are directly necessary for the task.

2. How We Use Your Data

• To respond to your enquiries and provide the services you have engaged
• To coordinate session scheduling and assign the appropriate support assistant
• To produce and deliver session summaries, family update notes, and other programme materials
• To send administrative communications related to your booking (confirmation, rescheduling, invoicing)
• To improve the quality of our programmes through internal review, using anonymised patterns — not identifiable individual data
• To comply with applicable Malaysian law and regulatory requirements

We do not use your personal data for unsolicited marketing communications. We do not sell, rent, or trade personal data to third parties for their commercial purposes.

3. Legal Basis for Processing

We process personal data under the Personal Data Protection Act 2010 (PDPA) of Malaysia. The legal grounds for processing include:

• Consent: For optional communications and analytics cookies
• Contract performance: Data necessary to deliver the service you have engaged
• Legitimate interest: Internal records for session quality and follow-up
• Legal obligation: Retention of business records as required by Malaysian law

4. Data Retention

Client session data and contact records are retained for a maximum of three years following the last engagement, after which they are securely deleted unless retention is required by law. Enquiry records from non-converted contacts are deleted within six months. Analytics data collected via cookies is retained only for the period specified in our Cookie Policy.

5. Data Security

We implement reasonable and appropriate technical and organisational measures to protect personal data against unauthorised access, loss, or disclosure. These include:

• Access to client records limited to staff directly involved in service delivery
• Password-protected storage for digital records
• Secure disposal of physical document copies (shredding)
• No retention of document copies made during sessions without written agreement

In the unlikely event of a data breach affecting your personal data, we will notify you and the relevant Malaysian authority as required by applicable law.

6. Cookies

Our website uses cookies. Essential cookies are required for the site to function and cannot be turned off. Optional cookies (analytics, marketing, preferences) are only activated with your consent. For full details on the cookies used and how to manage your preferences, see our Cookie Policy.

7. Third-Party Services

Our website may use third-party tools for analytics and operational purposes. These include:

• Google Analytics (if activated via cookie consent) — for website usage statistics
• Google Maps — for the embedded location map on our homepage (subject to Google's own Privacy Policy)

We are not responsible for the privacy practices of third-party services. We recommend reviewing their respective policies.

8. Your Rights

Under the Personal Data Protection Act 2010 (PDPA) of Malaysia, you have the right to:

• Access the personal data we hold about you
• Request correction of inaccurate personal data
• Withdraw consent to processing based on consent (this does not affect processing before withdrawal)
• Request that we limit or cease processing your personal data in certain circumstances
• Lodge a complaint with the Department of Personal Data Protection Malaysia (JPDP) if you believe your rights have been infringed

To exercise any of these rights, contact us at [email protected]. We will respond within 21 days.

9. Children's Privacy

Our services are provided to adults (18 and over) or to families and households, not directly to children. Where a programme involves a child (for example, school enrolment assistance within the Newcomer Settling-In Package), data relating to the child is collected from and with the consent of the parent or guardian, and is used only for the specific purpose described.

10. External Links

Our website may contain links to external websites (for example, government portals referenced in programme descriptions). We are not responsible for the privacy practices of those sites and recommend that you review their privacy policies independently.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or in applicable law. The "Last Updated" date at the top of this page will be revised accordingly. Continued use of our services after a change is posted constitutes acceptance of the updated policy. For material changes, we will notify active clients by email.

12. Contact for Data Enquiries