Privacy Policy

Our privacy and cookies policy gets updated from time to time. Whenever we make a change, we’ll post this on our website and let you know if there is a material change, or certain mechanisms according to regulations.

By pressing the click button or consent action in this Privacy Policy (in the form of electronic or non-electronic actions), or if you continue to access and use this Service after notification regarding updates from us, then you agree to the changes of this Privacy Policy.

We have revised our privacy and cookies policy, refreshing it to be in line with our efforts to always provide the best service for you and ensure that what we do is in accordance with the laws and regulations in Indonesia.

How to use this privacy and cookies policy

In this policy, we explain how we collect, use, share and protect your personal information when you use our products and services and our website.

Who we are

We are PT. Telekomunikasi Selular (“Telkomsel”),

In this privacy policy:

1. “we/us” means Telkomsel
2. “third party” means someone who is not you or us
3. “Telkomsel Group” means PT. Telekomunikasi Selular, Subsidiaries and/or Associated Companies where we own more than 15% of the share capital, and/or Affiliated Companies, which have cooperation agreements with PT Telekomunikasi Selular, among others such as PT Telkomsel Ekosistem Digital, PT Telkomsel Mitra Innovation, and others.

Our registered office is Telkom Landmark Tower Building Tower 1 Floor 1-23, Jalan Jenderal Gatot Subroto Kaveling 52, Kuningan Barat Village, Mampang Prapatan District, South Jakarta Administrative City 12710.

How to contact us

Your opinion matters to us – if you have any questions about our privacy policy or your privacy settings, please submit your query and a member of our dedicated team will respond to you.

Please contact our customer service by telephone number 188 (we may charge you a fee when connecting to customer service), if you are abroad you can call +628110 000 333 (free of charge), or email cs@telkomsel.co.id or access Telkomsel virtual assistant at www.telkomsel.com/assistant-virtual-telkomsel or you can come directly to the nearest GraPARI outlet

Our principles

Telkomsel is committed to respecting your privacy. We take privacy, security and compliance with data protection and privacy laws seriously.

Here are Telkomsel’s core Privacy Commitments. We aim to put these commitments at the heart of everything we do.

The information we collect about you and how we collect it can vary depending on the products and services that you use and subscribe to, how you have used the products and services, and how you have interacted with Telkomsel even if you aren’t a customer, or what we have obtained from a third party with permission to share it with us.

Telkomsel will process your personal data based on the following:

1. The performance of your contract or to enter into the contract and to take action on your requests. For example, so you can make calls and texts, and browse the internet on your phone, we process things like the numbers you dial, how much data you’re using and when you’re doing it so we can provide connectivity. This also enables us to generate your bill, based on your usage. We also need to conduct credit checks when you apply for a product or service.
2. Telkomsel’s legitimate business interests, for example, fraud prevention, maintaining the security of our network and services, direct marketing, and the improvement of our services. Whenever we rely on this lawful basis to process your data, we assess our business interests to ensure they do not override your rights. Additionally, in some cases you have the right to object to this processing. For more information, visit the 'Your rights' section of this policy.
3. Compliance with a mandatory legal obligation, including for example accounting and tax requirements and regulations in relation to electronic communications and financial services, which are subject to strict internal policies (such as retention periods), procedures, and your right to restrict usage of your data, which control the scope of legal assistance to be provided.
4. Substantial public interest, for example, to assist with detecting and preventing fraud, terrorism, corruption, tax evasion and financial crime, or to safeguard the economic well-being of certain individuals.
5. Consent you provide, where Telkomsel does not rely on another legal basis. Consent may be withdrawn at any time. When you give your consent, you will be given details on how to change your mind or visit the 'Your rights' section of this policy for more information.

We will collect your personal information when you, for example:

1. Buy or use any of our products and services;
2. Use our network or other Telkomsel products and services;
3. Register for a specific product or service;
4. Subscribe to newsletters, alerts or other services from us;
5. Contact us through various channels, or ask for information about a product or service;
6. Take part in a competition, prize draw, event or survey;
7. Visit or browse our website or other Telkomsel Group websites;
8. Have given permission to other companies to share information about you;
9. Where your information is publicly available;
10. Are the customer of a business that we acquire;
11. There are certain business functions transferred to us.

We also collect information from certain organizations, where appropriate and to the extent we have legal grounds to do so. These include fraud-prevention agencies, business directories, credit check reference/vetting agencies, billing calculating agencies, and connected network providers.

We may also collect information about you on CCTV when you visit our premises or on other security cameras as part of our security and crime prevention measures.

We use cookies (small text files stored in your browser) and other techniques used to follow your movements. For more details on this and how to opt-out of it, please see the 'Cookies' section of this policy

The types of information we may have are, where applicable:

1. Your name, address, phone and/or mobile number, date of birth, gender, information about your property or household, occupation, earnings, identity number, and email address.
2. Your credit or debit card information, information about your bank account, and other financial information. For example, you’ll have to give us this information when you open an account with us. We’ll collect the data necessary to process a payment whenever you make a purchase.
3. Your traffic data. This is data we see as part of providing you with connectivity, like the numbers you call, the time and duration of the call, or how you are using data.
4. Your location data. This can be precise where it uses Global Positioning System (GPS) data or by identifying nearby mobile phone masts and Wi-Fi hotspots and you enable location-based services or features. Or less precise where, for example, a location is derived from your IP address or data such as a postcode or the name of a town or city.
5. Your contact with us, such as a note or recording of a call you make to one of our contact centers, a Live Chat, an email or letter sent, or other records of any contact with us.
6. Your account information, such as dates of payment owed or received, subscriptions you use, account numbers, or other information related to your account or included in My Telkomsel apps.
7. Credential information – we’ll collect passwords, hints, and similar security information used for authentication and access to accounts and services.
8. Your preferences for particular products, services, and lifestyle activities when you tell us what they are, or we assume what they are, based on how you use the products and services.
9. Advertising ID used by us to carry out advertising activities
10. Information about the type of device you are using, such as the International Mobile Equipment Identity (IMEI) or device unique identity, network connection type (mobile cellular and/or fixed local), device provider, network and device performance, browser type, language, information that enables digital rights management, and operating system
11. Metadata of your usage activity (card activation, voice calls), data usage, activation of Value-Added Services (“VAS”), prepaid deposit amount, postpaid bill payment, prepaid deposit transfer, content and package purchases, as well as your profiling and segmentation
12. See the 'Cookies'section for details on what we collect using cookies, web beacons, and other technologies, including ad data.
13. Your browsing history. We don’t have a history of the sites you browse, as this is limited to a short period of time to enable the connection to be made. If you have given permission, Telkomsel may collect the categories of website you have browsed on your mobile, device or PC, for example sports, music, or news, and use these interests to send you personalized marketing or show you personalized advertising. You can opt out of advertising through Cookies. In the case of marketing, see 'Opting out of marketing' in the 'Your rights' section of this policy.
14. Information we obtain from other sources, such as credit agencies, fraud-prevention agencies, and from other data providers. This includes demographic data, interest-based data, and internet browsing behavior.
15. In some cases (where permitted by law), specific categories of personal data or personal data relating to criminal convictions and offenses. Specific categories of personal data include information revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, data concerning health, or data concerning a person's life.

If there is additional Data Information that we will collect from you, we’ll post this on our website or certain mechanisms according to regulations, while still ensuring the protection of your personal data based on this privacy policy.

We’ll also get information about how you use our products and services, such as:

1. The level of service that you receive – for example, network or service faults and other events that may affect our network services or other services;
2. Details of your use of the specific services or products, for example: every time you use your mobile phone, a record is kept. This includes the number you called or sent a text or picture message to, the length, date and time of that call, text or picture message and your approximate location at the time that the communication takes place (based on the location of the nearest cell that you sent that call or message from). The same is also recorded every time you receive an incoming call or message.

We will use your personal information for the following purposes:

1. To provide you with your service

   Processing your order and providing you with your products and services

   1. To communicate and implement Know Your Customer (KYC) Principles with you.
   2. To process the products and services you’ve bought from us, install equipment at your property or deliver equipment to you, and keep you updated with the progress of your order.
   3. To provide the relevant product or service to you. This includes other services not included in your agreement with us, services that use information about where you are, and to contact you with messages about changes to the products or services.

    

   Billing and customer care

   1. To bill you for using our products and services, or to take the appropriate amount of credit from you.
   2. Contact you if the billing information you provided us with is about to expire or if we’re not able to take payment.
   3. To respond to any questions or concerns you may have about our network, products, or services.

    

   Service messages

   We will contact you with customer service messages to keep you updated with current information about the products and services you’ve taken. For example, changes to our terms and conditions or service interruptions.

    

   Providing roaming services

   1. To improve your roaming experiences, to ensure that we’re meeting our commitments around fair use, to detect and resolve fraudulent use of our networks (and our partners' roaming networks) and to solve technical issues if you are experiencing any.
   2. To understand how Telkomsel is performing in providing roaming services, whether roaming services and related products are working as intended, or whether improvements are needed to make roaming better.

   Telkomsel uses personal data such as your name, email address, password, mobile phone number, and calls records in order to do this. Telkomsel creates aggregated and statistical management reports from this information that do not identify you individually. Telkomsel may also take this personal data and anonymize it so that a more in-depth analysis of our roaming services can be undertaken. This helps Telkomsel to develop its roaming services for customers without identifying users in an individual way.

2. To improve our service

   Improving and innovating our products and services

   We collect anonymous, de-identified or aggregate information in order to improve the service we offer to everyone. None of these analytics are linked back to you in any way.

    

   Managing our networks and understanding network usage

   1. To protect our networks and manage the volumes of calls, texts, and other uses of our networks. For example, we identify peak periods of use so we can try and ensure the networks can handle the volume at those times.
   2. To understand how you use our networks, products, and services. That way we can seek to review and improve these and develop more interesting and relevant products and services, as well as personalizing our products and services.

    

   Troubleshooting

   To diagnose and solve problems related to your difficulties in accessing the Service.

3. Marketing and tailoring our service to you

   Marketing

   1. As our customer, we will contact you to keep you informed about new and existing products and services, competitions, prize draws, events, offers, rewards, loyalty programs, and other promotions, also we may use your personal information to run those activities. We may also send you newsletters or white papers and occasionally invite you to participate in market research. We tailor these messages based on the products and services you’ve bought from us in the past, or information we have from third parties such as travel agencies.
   2. With your permission, we can use your calling and messaging activities, location information, and browsing information to further tailor our messages to you.
   3. If you have given your permission, we will also contact you to let you know about the products and services of Telkomsel Group companies and those of other companies which we think may interest you.
   4. There are various ways that we may do this – including by email, post, phone, text, picture message, or notifications through our apps.
   5. You can control your marketing permissions and the data we use to tailor these communications at any time. See 'Opting out of marketing' within the 'Your rights' section of this privacy policy.

    

   Online Advertising

   1. To deliver advertising that is relevant to you, you’ll also see targeted advertising online based on the use of cookies. This is known as interest-based advertising. It can be on websites belonging to the Telkomsel Group, those of other organizations as well as other online media channels such as social media sites. We may also combine data collected via the cookies with other data we have collected. If you don't want any information processed through the use of cookies, check the 'Cookies' section in this Privacy Portal. It explains how to control and opt out of cookies.
   2. Remember that opting out of interest-based advertising doesn't stop advertisements from being displayed – it's just that they won’t be tailored to your interests.
   3. You will also see advertising in your social media, for example in your Facebook or Twitter feed. If you don’t want to receive this advertising, go to the relevant platform’s ad settings.

4. Research and analytics

   We use a variety of analytics methods including what is commonly referred to as “Big data analytics”. Big data analytics are mathematically driven analysis techniques on large and varied data sets (that is why it is “big” data) to uncover hidden patterns and hitherto unrevealed trends. At Telkomsel we take governance of big data analytics seriously. We have a strict use case process that requires privacy and data protection law checks before any use case commences. We also have strict rules ensuring that personal information is anonymised or de-identified at the appropriate stage in the process.

   We use our analytics to, for example:

   1. Conduct market research and to carry out research and statistical analysis, including analysis of activity, behavior, and demographic data, as well as monitor how customers use our networks, products and services;
   2. Frame our marketing campaigns and determine how we might personalise those;
   3. Provide reports to third parties (such reports don’t contain information which may identify you as an individual).

5. Credit checks, fraud prevention and security

   We will sometimes need to profile you, for credit, fraud and security purposes.

   Credit checks and ID

   1. We will carry out a credit check when you apply for a contract for any products or services with us.
   2. We will also use your personal information for identity verification purposes, for access to your account and general account management. We sometimes supplement the information we collect about you with information from other sources (for example, the electoral roll and credit reference agencies) to assess the accuracy of the information we hold.

    

   Fraud prevention and security

   We will process your personal and traffic data in order to protect against and detect fraud, protect and detect misuse or damage to our networks, recover debts, or trace those who owe us money resulting from the use of our services.

   For more details on these, check our Telco Score page and our Fraud page.

    

   National Health Interests

   If we need to visit your property for any reason, such as to install equipment, we may share the personal data you provide, if we receive a request from an application for contact tracing purposes organized by the Government of the Republic of Indonesia. Personal data that may be shared include your full name, contact details, and information about the visit.

Where applicable, we share information about you with the following:

1. Companies in the Telkomsel Group
2. Partners, suppliers, or agents involved in delivering the products and services you’ve ordered or used
3. Companies who are engaged to perform services for, or on behalf of, PT.Telekomunikasi Selular, or Telkomsel Group
4. Credit reference, fraud-prevention or business-scoring agencies, or other credit-scoring agencies
5. Debt collection agencies or other debt-recovery organizations
6. Law enforcement agencies, government bodies, regulatory organizations, courts, or other public authorities if we have to, or are authorized to by law
7. A third party or body where such disclosure is required to satisfy any applicable law or other legal or regulatory requirements
8. Emergency services (if you make an emergency call), including your approximate location
9. Third parties for joint promotions with that third party (including the third party who provide offers on rewards). They’ll be responsible for their own compliance with applicable privacy laws
10. Other third parties when you are signing up to their service and it is used by them for authentication and fraud-prevention purposes
11. Third parties that we advertise with in order to serve you advertisements online. You can opt-out of this by managing your account permissions. To do this see the ‘Your Rights’ section below.
12. Third parties that we use to serve you marketing.

Fraud management and law enforcement

1. We will release information if it’s reasonable for the purpose of protecting us against fraud, defending our rights or property, or protecting the interests of our customers, or the safety of others, including:
   1. For the purposes of internal investigations of criminal acts or violations of regulations or policies within us and our affiliated companies;
   2. If necessary in connection with any legal proceedings that filed against Telkomsel, its officers, employees, affiliates, vendors; or
   3. To establish, exercise, protect, defend, and enforce our legal rights.
2. We also may need to release your information to comply with our legal obligation to respond to the authorities’ lawful demands, or for the legitimate interests of any subject in the context of national security, law enforcement, litigation, criminal investigations or to prevent epidemics, emergencies that have been determined by the Government. Your personal data shall only be provided when we in good faith believe we are obliged to do so in accordance with the law and pursuant to an exhaustive evaluation of all legal requirements.

More information on how the Telkomsel Group companies balance our responsibility to respect our customers' right to privacy with our legal obligations to disclose customer data to the legal enforcement.

Mergers and acquisitions

If we’re reorganized or sold to another organization or acquired and merged with the other legal entity, we will provide your information to that organization. This action is protected by a confidentiality agreement between us and the relevant third party. At that time, we will provide you with notices, as well as public information on our official customer communication channels.

Third parties that we work with

Where you’ve purchased Telkomsel products and services using a third party or partner organization, we often need to exchange information with them as part of managing that relationship and your account – for example, to be able to identify your order and be able to pay them, to provide the services, also to help protect and secure our systems and services.

If we have a contract with a service provider or contractor to provide us with services or provide a service on our behalf, and they may have access to your personal information, we don’t authorize them to use or disclose your personal information except in connection with providing their services.

We collect and combine the information in order to monitor your use of products and services, and that of our other customers, as well as to help us to improve the quality of our products and services.

Third-party products that you buy through your Telkomsel account

Where you buy a third-party product or service through your Telkomsel account, the contract for it is with the party selling that product or service. Telkomsel only charges the amount directly to your bill as part of its arrangements with the seller (or with a third party authorised by the seller). As part of this, you’re agreeing that Telkomsel may pass certain personal information to such parties to complete your purchase.

The seller’s terms and conditions and privacy and cookies policies will apply to how it uses your personal information – please read them carefully.

You may connect third-party devices to your SIM, either manually via a SIM card or electronically. These include mobile phone devices or connected devices such as smart speakers or smart watches or other smart devices.

When you connect your SIM to these devices those third parties may record your SIM details or your interaction with the network. The third-party device manufacturers will process your personal data in accordance with their privacy policies and we recommend that you read these before choosing to connect.

We may need to transfer your information to other Telkomsel Group companies or service providers in countries outside Indonesia, such as Singapore, UK, US, and European Countries. This kind of data transfer may happen if our servers (i.e. where we store data) or our suppliers and service providers are based outside Indonesia, or if you use our services and products while visiting countries outside Indonesia.

If Telkomsel sends your information to a country outside the territory of Indonesia, we will make sure that your information is properly protected. We will always ensure that there is a proper legal agreement that covers the data transfer and ensure that the company or service provider has security standards that are equal to or higher than ours.

In addition, if the country is not considered to have laws that are equivalent to Indonesia's data protection standards then we will ask the third party to enter into a legal agreement that reflects those standards.

We are committed to collecting, processing, and storing your personal data by encryption or other methods, with the best protection under the laws and regulations to provide this Service.

Storage of Information Data can be carried out in the territory of Indonesia or outside the territory of Indonesia, while still complying with the obligations for access and effectiveness of supervision in accordance with applicable law.

We will retain your information for only as long as there is a business or legal need in accordance with the applicable laws and regulations.

1. The confidentiality of your data is very important to us. We will use our best efforts to protect and secure your data from unauthorized access, collection, processing, analysis, storage, disclosure, correction, and deletion.
2. We will try our best to keep your data safe and protect your data. We hereby guarantee the completeness and accuracy of any Information Data that you submit through the Service by verifying and we also guarantee that we will make our best efforts to prevent such data from being intercepted, accessed, disclosed, altered, or destroyed by unauthorized third parties.
3. We have specialized security teams who constantly review and improve our measures to protect your personal information from unauthorized access, accidental loss, disclosure, or destruction.
4. If there is access and illegal activities on the confidentiality of your data and it is beyond our control, then we will notify you so that you can reduce the risks that arise from it. We have operational procedures in place to deal with personal data protection failures.
5. But still, communications over the internet (such as emails) aren’t secure unless they’ve been encrypted. Your communications may go through a number of countries before being delivered, as this is the nature of the internet.
6. We cannot accept responsibility for any unauthorized access or loss of personal information that is beyond our control.
7. We’ll never ask for your secure personal or account information by an unsolicited means of communication. You’re responsible for keeping your personal and account information secure and not sharing it with others.
8. Our website may provide links to third-party websites. We cannot be responsible for the security and content of such third-party websites. So make sure you read that company’s privacy and cookies policies before using or putting your personal information on their site.
9. The same applies to any third-party websites or content you connect to using our products and services.
10. You may choose to disclose your information in certain ways such as social plug-ins (including those offered by Google, Facebook, Twitter, and Pinterest) or using third-party services that allow you to post reviews or other information publicly, and a third party could use that information.
11. Social plug-ins and social applications are operated by the social network themselves and are subject to their own terms of use and privacy and cookies policies. You should make sure you’re familiar with these.

Below we set out details on how you can exercise your rights. If you have a question or cannot find the answer, please contact our Customer Services team or use our privacy team and a member of our dedicated team will respond to you.

We have the right to refuse your request for access to, correction of and/or deletion of, part or all of your Personal Data that we control, if permitted or required based on Applicable Laws and Regulations, especially if the request may have an impact on matters such as but not limited to:

1. endanger your safety, physical health or mental health and/or that of others; and/or
2. there is an impact on the disclosure of other people's Personal Data; and/or
3. contrary to the interests of national defense and security and/or
4. the reason for the request is irrelevant to you and/or the personal data processing activities that we carry out.

We may be able to charge an administrative fee for each of your requests according to the applicable laws and regulations.

Right to access personal data

You have the right to make a request for a copy of the personal data that Telkomsel holds about you. To make this request as an individual or an authorized third party, visit our How to Contact Us which gives details on how to do this. Alternatively, you can contact our Customer Services team.

Right to correct personal data

You have the right to correct the information held about you if it’s not accurate. If the information we hold about you is inaccurate or needs to be updated, you can log in to MyTelkomsel and/or other service account management apps to update it or you can contact our Customer Services. You are encouraged to take an active role in ensuring the accuracy and updating of your data from time to time.

Right to data portability

You have the right to be able to take with you the personal data you provided to us in certain circumstances. We also ensure that you can carry and send your data to other parties or to other Personal Data Controllers, as long as the systems used can communicate with each other safely according to regulations, for example by allowing you to integrate your data with third-party platforms that we work with or enable you to download your monthly bill through our official channels with the structure and/or format that is commonly used.

Right to object to use of personal data

You have the right, in certain circumstances, to object to Telkomsel processing your personal information. For more information or to exercise this right, please contact our Customer Services team. If this relates to an automated decision performed on you (this means with no human involvement), please let us know and we will review your request.

Right to withdraw to use of personal data

You have the right, in certain circumstances, to withdraw consent to the processing of personal data that you previously provided.

However, the unavailability of your personal data information causes us to be unable to verify and process your purchase, so you may be unable to use certain products and services.

If you still want to use our products and services, then you can only withdraw part of the consent for the use of personal data that we do not use to provide basic services to you.

To opt out of marketing messages:

1. If you no longer want to receive marketing messages from Telkomsel, you can choose to opt out at any time. If you’ve previously opted in to receive personalized content based on how and where you use our network, you can also opt out at any time.
2. The way to opt-out from marketing activities is by contacting our Customer Service team and/or other mechanisms that we provide from time to time.
3. If you’ve opted out of marketing, you may still receive service-related messages.

   Please note: You may still receive marketing messages for a short period after opting out while we update our records.

4. You may have received marketing from Telkomsel even if you’re not a customer or have never had contact with us. This is a result of third-party marketing lists which Telkomsel may acquire from time to time, stating that you have given permission to be contacted by other organizations.
5. If you’ve registered with us to opt out of marketing from Telkomsel, you shouldn’t receive such communications. If you still do, we ask that you let us know immediately by contacting our Customer Services. This will only stop marketing from us and not stop the third parties from sharing your data unless you contact them directly.

To manage cookies and understand more about what they are

Want to disable a cookie, or understand more about what these are? Check the 'Cookies' section of this Privacy Portal for full details on how to do this.

How to lodge a complaint

If you want to contact us about any of your rights or complain about how we use your information, please contact our Customer Services team – we’ll do our best to help.

Right to restrict use of your data

If you feel data we hold on you is inaccurate, or you believe we shouldn’t be processing your data, please contact our Customer Services team to discuss your rights. In certain circumstances, you have the right to ask us to restrict processing.

Right to erasure

Telkomsel strives to only process and retain your data for as long as we need to. In certain circumstances, you have the right to request that we erase personal data of yours that we hold. If you feel that we are retaining your data longer than we need, it is worth first checking that your contract with Telkomsel has been terminated, which you can do with Customer Services. If your contract with Telkomsel has been terminated, we may still have lawful grounds to process your personal data. For more information on retention periods, see the section in this privacy policy called ‘How long do we keep your personal information for?’.

1. You declare that all data provided in written form or in other forms to use this Service is truly yours and not obtained from personal information belonging to third parties without valid permission so that all matters arising in connection with the provision and correctness of these data become full responsibility from you.
2. By agreeing to this Privacy Policy, you acknowledge that you have read and understand this Privacy Policy and agree to all of its terms. In particular, you agree and give consent to us to carry out the collection, processing, analysis, storage, disclosure, correction and deletion of your personal data in accordance with this Privacy Policy.
3. If you are under the minimum age requirement or are included in the category of children in accordance with the provisions of the applicable laws and regulations, then you must ensure that you have obtained parental consent (father or mother) or guardian in accordance with applicable regulations.