Privacy Policy

We collect Personal Data about you in the ways listed below. We may also combine the collected Personal Data with other Personal Data in our possession.

You provide your Personal Data to us

We collect your Personal Data when you voluntarily provide it to us. For example, you may provide your Personal Data to us when you:

• fill up a user profile, enquiry, booking or registration form;
• book, pay for or arrange home nursing or confinement care, whether for yourself or for another person;
• provide clinical notes, medical reports, referral information or care requirements so that we can arrange appropriate care;
• participate in contests or events organised by us;
• interact with our social media pages;
• use biometric features to identify yourself; and
• fill up demographic information in surveys.

When our Services are used

Personal Data may be collected through the normal operation of our Apps, Websites and Services. Some examples are:

• your location;
• the location at which care is delivered (such as the patient’s home address);
• feedback and ratings;
• transaction information (such as payment method and service performed);
• information about how you interacted with our Apps, Website or Services (such as features used and content viewed);
• device information (such as hardware model and serial number, IP address, file names and versions and advertising identifiers); and
• personal data you enter in messages when you use our in-app communication features.

From other sources

When we collect Personal Data from other sources, we make sure that that data is transferred to us in accordance with applicable laws. Such sources include:

• referral programmes;
• hospitals, clinics, doctors or other healthcare providers who refer you to us (for example, on discharge);
• our business partners, payment providers, corporate partners and healthcare partners;
• insurance and financial providers;
• publicly available data;
• governmental sources of data; and
• marketing services providers or partners.

Personal Data about care recipients and infants

Where care is booked for another person, or for a mother and newborn under our confinement service, we may collect Personal Data about the care recipient and any infant in their care, including name, date of birth, IC number, health and clinical information, care requirements and information necessary to deliver the care safely.

Sensitive Personal Data

Some of the information that we collect is sensitive in nature. This includes information such as national ID numbers, race, marital status, pregnancy and maternity information, health and clinical information, and your religious beliefs. We collect this information where it is necessary to provide the Services you have requested, to enable the safe delivery of care, or to comply with legal or regulatory requirements.

When you provide Personal Data of other individuals to us

In some situations, you may provide Personal Data of other individuals (such as the patient you are booking care for, your spouse, family members, an infant, or friends) to us. For example, you may book a home visit for a parent, arrange confinement care for a mother and newborn, or add someone as an emergency contact. If you provide us with their Personal Data, you represent and warrant that you have obtained their consent (or, in the case of a minor or a person unable to consent, that you are lawfully entitled to provide it) for their Personal Data to be collected, used and disclosed as set out in this Policy.

WeAssist may use, combine and process your Personal Data for the following purposes (“Purposes”).

Providing services and features

Your Personal Data will be used to provide, personalise, maintain and improve our products and services. This includes using your Personal Data to:

• provide you with Services;
• create, administer and update your account;
• verify your identity;
• match a suitable registered nurse (including a confinement nurse) or midwife to your booking and enable them to deliver care at the agreed location;
• validate your service and process payments, refunds and cancellations;
• offer, obtain, provide or facilitate insurance or financing solutions;
• track the progress of a visit or care assignment;
• generate post-visit summaries and care documentation;
• perform internal operations necessary to provide our Services, including troubleshooting software bugs and operational problems, conducting data analysis, testing and research, monitoring and analysing usage and activity trends;
• protect the security or integrity of the Services and any facilities or equipment used to make the Services available;
• process and manage your rewards;
• enable communications between our users;
• process, manage or verify your application for subscription and to provide you with membership benefits; and
• enable our partners to contact you.

Safety and security

We use your data to ensure the safety and security of our Services and all users. This includes:

• screening care recipients, care locations and providers before enabling their use of our Services;
• verifying your identity when you log in to our Services;
• using device, location, profile, usage and other Personal Data to prevent, detect and combat fraud or unsafe activities;
• responding to medical emergencies and escalations arising during a visit, including contacting emergency services and your emergency contact where necessary;
• monitoring compliance with our terms and conditions and policies; and
• detecting, preventing and prosecuting crime.

Customer support

We use Personal Data to resolve customer support issues. For example, we may:

• investigate and address concerns;
• monitor and improve our customer support responses;
• respond to questions, comments and feedback; and
• inform you about steps taken to resolve customer support issues.

Research and development and security

We may use the Personal Data we collect for testing, research, analysis and product development. This allows us to understand and analyse your needs and preferences, protect your Personal Data, improve and enhance the safety and security of our Services, develop new features, products and services, and facilitate insurance and finance solutions.

Legal purposes

We may use the Personal Data we collect to investigate and resolve claims or disputes, or as allowed or required by applicable law.

We may also use your Personal Data when we are required, advised, recommended, expected or requested to do so by our legal advisors or any local or foreign legal, regulatory, governmental or other authority.

For example, we may use your Personal Data to:

• comply with court orders or other legal, governmental or regulatory requirements;
• enforce our Terms of Service or other agreements; and
• protect our rights or property in the event of a claim or dispute.

We may also use your Personal Data in connection with mergers, acquisitions, joint ventures, sale of company assets, consolidation, restructuring, financing, business asset transactions, or acquisition of all or part of our business by another company.

Marketing and promotions

We may use your Personal Data to market WeAssist and WeAssist’s partners’, sponsors’ and advertisers’ products, services, events or promotions. For example, we may:

• send you alerts, newsletters, updates, mailers, promotional materials, special privileges, festive greetings; and
• notify, invite and manage your participation in our events or activities.

We may communicate such marketing to you by post, telephone call, short message service, online messaging service, push notification, by hand and by email.

If you wish to unsubscribe from the processing of your Personal Data for marketing and promotions, please click on the unsubscribe link in the relevant email or message.

We need to share Personal Data with various parties for the Purposes. These parties include:

Other users

For example, if you book a home nursing or confinement visit, we may share the care location and the care recipient’s relevant details with the matched registered nurse (including a confinement nurse) or midwife so that they can deliver care safely. So that you know who is coming to your home, we may share the assigned nurse’s name, photo, registration details, credentials and average rating with you.

With third parties

For example, we may share care and visit records with an administrator of a healthcare facility or partner where relevant to your booking.

With WeAssist partners at your request

For example, if you requested a service through a WeAssist partner or used a promotion provided by a WeAssist partner, WeAssist may share your Personal Data with that WeAssist partner. Our partners include partners that integrate with our App or that our App integrates with, healthcare and hospital partners, or business partners which WeAssist collaborates with to deliver a promotion, competition or other specialised service.

With subsidiaries and affiliates

We share Personal Data with our shareholder companies, subsidiaries, associated companies, jointly controlled entities and affiliates.

With WeAssist’s service providers and business partners

We may provide Personal Data to our vendors, consultants, marketing partners, research firms, and other service providers or business partners. This includes:

• payment processors and facilitators;
• background check and anti-money laundering service providers;
• cloud storage providers;
• marketing partners and marketing platform providers;
• data analytics providers;
• research partners, including those performing surveys or research projects in partnership with WeAssist or on WeAssist’s behalf; and
• insurance and financing partners.

With our legal advisors and governmental authorities

We may share your Personal Data with our legal advisors, law enforcement officials, government authorities and other third parties.

We retain your Personal Data for as long as you maintain your WeAssist account. Once your Personal Data is no longer necessary for the Services or Purposes, or we no longer have a legal or business purpose for retaining your Personal Data, we take steps to prevent access or use of such Personal Data for any purpose other than compliance with this Privacy Policy, or for purposes of safety, security, fraud prevention and detection. Where we are required to retain clinical or care records for a minimum period under applicable law, we will retain them for that period.

Your Personal Data may be transferred from the country, state and city (“Home Country”) in which you are present while using our Services to another country, state and city (“Alternate Country”). You understand and consent to the transfer of your Personal Data from your Home Country to the Alternate Country.

WeAssist, and third parties with whom we partner, may use cookies, web beacons, tags, scripts, local shared objects such as HTML5 and Flash (sometimes called “flash cookies”), advertising identifiers (including mobile identifiers such as Apple’s IDFA or Google’s Advertising ID) and similar technology (“Cookies”) in connection with your use of the Websites and Apps. Cookies may have unique identifiers, and reside, among other places, on your computer or mobile device, in emails we send to you, and on our web pages. Cookies may transmit Personal Data about you and your use of the Service, such as your browser type, search preferences, IP address, data relating to advertisements that have been displayed to you or that you have clicked on, and the date and time of your use. Cookies may be persistent or stored only during an individual session.

WeAssist may allow third parties to use Cookies on the Websites and Apps to collect the same type of Personal Data for the same purposes WeAssist does for itself. Third parties may be able to associate the Personal Data they collect with other Personal Data they have about you from other sources. We do not necessarily have access to or control over the Cookies they use.

Additionally, we may share non-personally identifiable Personal Data with third parties, such as location data, advertising identifiers, or a cryptographic hash of a common account identifier (such as an email address), to facilitate the display of targeted advertising.

If you do not wish for your Personal Data to be collected via Cookies on the Websites, you may deactivate cookies by adjusting your internet browser settings to disable, block or deactivate cookies, by deleting your browsing history and clearing the cache from your internet browser. You may also be able to limit our sharing of some of this Personal Data through your mobile device settings.

We will take reasonable legal, organisational and technical measures to ensure that your Personal Data is protected. This includes measures to prevent data from getting lost, or used or accessed in an unauthorised way. We limit access to your Personal Data to our employees on a need-to-know basis. Those processing your Personal Data will only do so in an authorised manner and are required to treat your information with confidentiality.

Nevertheless, please understand that the transmission of information via the internet is not completely secure. Although we will do our best to protect your Personal Data, we cannot guarantee the security of your data transmitted through any online means; therefore, any transmission remains at your own risk.

WeAssist shall have the right to modify, update or amend the terms of this Policy at any time by placing the updated Policy on the Websites. By continuing to use the Apps, Websites or Services, or continuing to communicate or engage with WeAssist following the modifications, updates or amendments to this Policy, you signify your acceptance of such modifications, updates or amendments.

If you have any queries about your Personal Data, please contact our Data Privacy Officer at:

Email: homecare@weassist.com.my

Please title your email “PDPA Query”.

The original of this Privacy Policy is written in the English language. In the event of any conflict between the English and other language versions, the English version shall prevail.