311 Privacy Policy — User Information Protection
Your privacy is our priority at 311. This document details the types of information we collect, how it is used, how it is securely stored, and your rights as a Malaysian user to access or request the deletion of your personal data.
Effective Date: 1 January 2026. This policy applies to all registered users of the 311 platform.
1. Information We Collect
When you register and use the 311 platform, we collect several categories of information necessary to provide a secure, compliant, and fully functional service. We only collect what is strictly required and do not gather data beyond what is needed to operate the platform.
Account Information
During registration, we collect your full name, email address, phone number, and the password you set. For identity verification (KYC) purposes required prior to your first withdrawal, we may also request a copy of an official identification document such as a valid national ID card or passport.
Device & Browser Information
The 311 platform automatically records certain technical information when you access our website or app. This includes device type, operating system, browser type, IP address, and login session details. This data is used for security purposes, suspicious activity detection, and platform performance improvements.
Payment & Transaction Information
To process deposits and withdrawals in MYR (RM), we record transaction details including amount, payment method (FPX or Touch 'n Go eWallet), date, and transaction status. We do not store bank card numbers or bank account details directly — such sensitive information is processed through authorised third-party payment providers.
Cookies & Usage Data
The 311 platform uses cookies and similar tracking technologies to store your session preferences, ensure smooth login functionality, and analyse platform usage patterns in aggregate. Analytical cookies help us understand which pages are visited most frequently and improve the overall user experience. You may disable cookies through your browser settings, though this may affect certain platform features.
- 1. Information We Collect
- 2. How We Use Your Information
- 3. Cookies & Tracking
- 4. Data Storage & Security
- 5. Sharing with Third Parties
- 6. User Rights & How to Contact Us
2. How Your Information Is Used
Account and transaction information is used to manage your account, process deposits and withdrawals in MYR, verify your identity for compliance purposes, and provide accurate customer support. Without this information, we are unable to deliver the 311 platform's services to you.
Device data and session logs are used to detect and prevent unauthorised access, fraudulent activity, and money laundering. We also use this information to comply with applicable legal and regulatory requirements in Malaysia, including reporting obligations to relevant authorities where required.
Aggregated usage data (with no personally identifiable information) is used to analyse platform performance, identify technical issues, and plan new feature improvements. This allows us to deliver a better experience to all 311 users over time.
The email address and phone number you register with are used to send important account notifications such as registration confirmations, transaction alerts, and security updates. We will not use your contact details for marketing purposes without your prior consent.
3. Storage & Security of Your Data
311 takes strict technical and organisational security measures to protect your personal information from unauthorised access, loss, or disclosure.
All communications between your device and 311's servers are encrypted using industry-standard SSL/TLS protocols. Account passwords are stored in cryptographically hashed form and cannot be read by our staff. The databases holding user information are placed behind strict network security layers and are accessible only to authorised personnel.
Your account information is retained for as long as your account remains active. Once an account is closed, we retain necessary records for legal and compliance purposes for the period prescribed under Malaysian law, after which the data is securely deleted or anonymised.
While we take every reasonable precaution, no security system can guarantee absolute protection. You are also responsible for keeping your 311 account password confidential. If you suspect unauthorised access to your account, please contact our support team immediately.
4. Sharing Information with Third Parties
311 does not sell, rent, or trade your personal information to any third party for marketing purposes. However, there are limited situations where sharing information is necessary.
Information required to process transactions in MYR is shared with authorised payment providers such as banks and e-wallet operators. This sharing is kept to a minimum and is solely for transaction processing purposes.
311 may be required to disclose user information to government authorities, courts, or regulatory bodies where mandated by Malaysian law or a valid court order. We will not disclose information beyond what is legally required.
We may share limited information with technical service providers such as cloud infrastructure vendors that help us operate the platform. All such third parties are bound by strict confidentiality agreements and are not permitted to use your data for any other purpose.
5. User Rights & How to Contact Us
Your Rights as a 311 User
As a 311 platform user, you have the following rights regarding your personal information:
- Right to Access: You have the right to request a copy of the personal information we hold about you. This request can be submitted via our support email.
- Right to Rectification: If any of your information is inaccurate or out of date, you can update it through the account settings section or contact our support team for assistance.
- Right to Erasure: You may request the deletion of your account and personal data, subject to any legal retention requirements still in effect. Once the mandatory retention period has lapsed, your data will be permanently deleted.
- Right to Object to Processing: In certain circumstances, you have the right to object to how we process your information, particularly for purposes unrelated to the delivery of the platform's core services.
- Data Portability: You may request your data in a machine-readable format for transfer to another platform, subject to technical feasibility.
Changes to This Privacy Policy
311 reserves the right to update this Privacy Policy from time to time to reflect changes in our data practices or new legal requirements. Any significant changes will be communicated to you via your registered email or in-platform notification before they take effect. You are advised to review this page periodically.
Contact Us About Privacy
For any enquiries, requests, or complaints regarding this Privacy Policy or the processing of your personal data, please contact our data protection team at [email protected]. We are committed to responding to all privacy enquiries within 14 business days. You may also refer to the FAQ to get answers to common questions about your account and privacy.
- Data Access
- Request a copy of your personal information
- Correction
- Correct inaccurate information
- Deletion
- Request account and data deletion
- Objection
- Object to certain processing
- Data Portability
- Export data in a readable format
