legal

Privacy Policy

Last updated: 14 April 2025  ·  Willowmere Residence, Kuala Lumpur, Malaysia

Willowmere Residence ("the Residence", "we", "us") is committed to handling personal information responsibly and in accordance with Malaysia's Personal Data Protection Act 2010 (PDPA 2010). This policy explains what information we collect, how we use it, and the rights available to individuals whose information we hold. If you have any questions about this policy, please write to us at [email protected].

1. Who we are

The data controller for information collected through this website and through our care services is Willowmere Residence, located at 38, Jalan Setiabakti 3, Damansara Heights, 50490 Kuala Lumpur, Malaysia. For data protection enquiries, please contact us at [email protected] or by telephone at +60 3-2092 6437.

2. Information we collect

We collect personal information in the following ways:

Through enquiry and contact forms: When you contact us through this website, we collect your name, email address, and telephone number (if provided), along with the content of your message. This information is used to respond to your enquiry.

Through the care admission process: When a person is admitted to one of our care programmes, we collect health information, personal history, emergency contact details, and financial information as necessary to provide appropriate care and manage the placement. This information is collected with the consent of the individual and/or their authorised family representative.

Through website analytics: We may collect anonymised usage data about how visitors use this website, including pages viewed and time spent on the site. This is collected via cookies and is used solely to understand how to improve the site. No personally identifiable information is associated with this data.

Legal basis for processing

We process personal data on the following bases: (a) consent, where you have provided it; (b) the performance of a contract or care arrangement; (c) compliance with a legal obligation; and (d) our legitimate interests in managing the Residence and communicating with families, where those interests are not overridden by individual rights.

Retention periods

Enquiry data is retained for up to 12 months after the last communication. Resident care records are retained for a minimum of seven years following the end of a care arrangement, in accordance with applicable regulatory requirements. Financial records are retained for seven years for tax and audit purposes.

3. How we use your information

Personal information collected through this website or through our care services is used to respond to enquiries, manage care placements, communicate with families about residents in our care, meet our obligations under Malaysian law, and improve how our website functions. We do not use personal information for marketing purposes without explicit consent, and we do not sell or rent personal data to third parties.

We may share information with medical practitioners, specialist therapists, or other health professionals directly involved in the care of a resident, with the knowledge of the individual or their authorised representative. We may also share information where required by law or in response to a lawful request from a regulatory authority.

4. Data security

We take reasonable technical and organisational measures to protect personal information against unauthorised access, disclosure, alteration, or destruction. Digital records are stored on access-controlled systems. Physical records are held securely within the Residence premises. Staff with access to personal information are aware of their confidentiality obligations. In the event of a data breach that poses a risk to individuals, we will take prompt action and notify affected parties as required under Malaysian law.

5. Cookies

This website uses cookies — small text files stored on your device — to manage your preferences and, where you have consented, to collect anonymised analytics data. Essential cookies are required for the site to function and cannot be disabled. All other cookies are optional and are only set with your consent. For full details, please see our Cookie Policy.

6. Your rights

Under the Personal Data Protection Act 2010 and, where applicable, other data protection legislation, you have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate information
• Request the deletion of your information, subject to legal retention requirements
• Withdraw consent to processing where consent is the legal basis
• Object to processing carried out on the basis of legitimate interests
• Lodge a complaint with the Personal Data Protection Commissioner of Malaysia

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

7. Third-party links

This website may contain links to external websites. We are not responsible for the privacy practices of those sites and encourage you to read their privacy policies separately.

8. Children

This website and our services are not directed at persons under the age of 18. We do not knowingly collect personal information from minors. Residents of the Residence are adults, and information about them is handled in accordance with this policy and with the consent of the individual and/or their authorised representative.

9. Changes to this policy

We may update this policy from time to time. The date at the top of this page indicates when it was last revised. Significant changes will be communicated to active families and residents directly.

10. Contact us

For any questions about this privacy policy or how we handle personal information, please contact:

Willowmere Residence
38, Jalan Setiabakti 3, Damansara Heights, 50490 Kuala Lumpur, Malaysia
[email protected]
+60 3-2092 6437