Privacy Policy

GNet Network and Data Solutions
Effective Date: 26 May 2026 · Last Updated: 26 May 2026

GNet Network and Data Solutions (“GNet,” “we,” “us,” or “our”) respects your privacy and is committed to protecting your personal data. This Privacy Policy explains how we collect, use, share, store, and safeguard your information when you subscribe to our internet services, use our website at https://gnet.ph, interact with our official Facebook Page (GNet Negros Occidental) and our Messenger AI assistant Sadie, or otherwise communicate with us. We comply with the Philippine Data Privacy Act of 2012 (Republic Act No. 10173), its Implementing Rules and Regulations (IRR), and the issuances of the National Privacy Commission (NPC). We also align our handling of Facebook user data with Meta’s Platform Terms and Developer Policies.

1. Who We Are

GNet Network and Data Solutions is a licensed local fiber internet service provider based in Bacolod City, serving residential and business customers across Negros Occidental, Philippines. We act as the personal information controller for the data described in this Policy.

2. Information We Collect

We collect only the information needed to provide and improve our services. The categories below describe what we collect and the typical source.

We do not ask for, collect, or store full credit card numbers, ATM PINs, or one-time passwords (OTPs). GNet representatives — including Sadie — will never ask you to share an OTP or your gnet.ph password.

3. Facebook & Messenger Data

When you send a message to our official Facebook Page (GNet Negros Occidental), Meta Platforms, Inc. (“Facebook” / “Meta”) provides us with the data necessary to receive and reply to that message. Specifically:

• Your Page-Scoped User ID (PSID) — an opaque identifier that lets us recognize you across messages with our Page. The PSID is unique to our Page and cannot be used by other businesses to identify you.
• Your public profile information as provided by Facebook (typically your name and profile picture).
• The content of your messages to our Page and any attachments (photos, links, voice notes, etc.) you choose to send.
• Standard Messenger metadata such as message ID and timestamp.

We use this data only to identify you as a customer, respond to your inquiry, file and track repair or billing tickets on your behalf, and improve the quality of our support. We do not sell or rent this data to third parties, and we do not use it for advertising or audience targeting. Our use of data we receive from Meta is governed by Meta’s Platform Terms, the Developer Policies, and applicable law.

4. How We Use Your Information

• Provide and maintain service — install, activate, troubleshoot, and repair your internet connection.
• Billing and payments — generate bills, accept payments, post proof-of-payment, and confirm settlements.
• Customer support — verify your identity before disclosing sensitive account information, answer your inquiries, file repair tickets, and route urgent cases to a live agent or technician.
• AI-assisted Messenger support (Sadie) — our AI assistant on the official GNet Facebook Page reads your messages so it can identify your account, retrieve your account/service number or balance after you verify, recommend our products, and create technical/escalation tickets on your behalf. Conversations are logged for quality, training, and audit purposes.
• Coverage checks, sales, and referrals — process inquiry/referral forms and contact you about availability or our “Refer a Friend” program.
• Security, fraud, and abuse prevention — verify customer identity before disclosing balances or account numbers, detect unusual activity, and prevent unauthorized access.
• Legal and regulatory compliance — respond to lawful requests by the NPC, NTC, courts, or other Philippine authorities.
• Service improvement — analyze aggregated, de-identified usage and ticket patterns to improve coverage, staffing, and response time.

5. Legal Bases for Processing

Under the Data Privacy Act, we process your personal information under one or more of the following bases:

• Contract — to fulfill your subscription agreement with GNet.
• Legal obligation — to comply with tax, NTC, NPC, and other regulatory requirements.
• Legitimate interest — to operate, secure, and improve our services, including fraud prevention.
• Consent — for optional features such as marketing referrals or non-essential cookies. You may withdraw consent at any time.

6. Sharing and Disclosure

We do not sell your personal data. We share it only with the following parties and only for the purposes stated:

• Authorized field technicians and dispatch staff — to perform installation, repair, or pull-out at your service address.
• Payment partners — GCash, Maya, BPI, BDO, RCBC, ShopeePay, GoTyme, Maribank, Security Bank, and other accredited channels, only as needed to post your payment.
• Cloud and software providers (processors acting on our behalf):
  • Meta Platforms, Inc. — to deliver messages between you and our Facebook Page.
  • Google LLC — Google Workspace, Forms, and Sheets used for internal operations.
  • OpenAI, L.L.C. — large-language-model API that powers Sadie’s replies. The content of your message is sent to OpenAI’s API for response generation only; per OpenAI’s API policy, API inputs and outputs are not used to train OpenAI models.
  These providers process data on our behalf under their own privacy and security commitments.
• Government and regulators — when required by law, court order, or lawful request by the NPC, NTC, BIR, or other Philippine authorities.
• Successors — in the event of a merger, acquisition, or sale of all or part of our business, subject to the same privacy protections.

7. Data Retention

• Active subscriber records — for the duration of your account plus five (5) years after disconnection, to support billing disputes, tax records, and regulatory audits.
• Repair-ticket and conversation logs (including Messenger transcripts) — typically up to two (2) years for service-quality review.
• Proof-of-payment images — at least two (2) years from posting, consistent with accounting requirements.
• Aggregated, de-identified analytics — may be retained indefinitely.

After the retention period, we securely delete or anonymize the data. You may also request earlier deletion (see “How to Delete Your Data” below); we will honour the request unless we are legally required to keep specific records.

8. Your Rights Under the Data Privacy Act

As a data subject you have the following rights, which you can exercise at any time:

• Right to be informed about the collection and processing of your personal data.
• Right to access a copy of the data we hold about you.
• Right to rectification of inaccurate or outdated information.
• Right to erasure or blocking — see How to Delete Your Data below.
• Right to object to processing for direct marketing or other non-essential uses.
• Right to data portability for data processed by electronic means.
• Right to file a complaint with the National Privacy Commission (privacy.gov.ph).
• Right to damages for inaccurate, incomplete, outdated, false, unlawfully obtained, or unauthorized use of personal data.

To exercise these rights, email admin@gnet.ph with the subject line “Data Privacy Request.” We respond within fifteen (15) business days.

9. How to Delete Your Data

10. Security Measures

• HTTPS/TLS encryption for our website and portal (gnet.ph) and for this Privacy Policy page.
• Access controls and authentication for staff accessing customer records.
• Role-based separation between operators, technicians, and administrators.
• Identity verification before disclosing sensitive details (e.g., account number, balance).
• Logging and monitoring of access to customer data.
• Staff training on data privacy and information security.

No system is perfectly secure. If a personal data breach occurs that is likely to give rise to real risk of serious harm, we will notify affected data subjects and the NPC within seventy-two (72) hours as required by law.

11. Cookies and Similar Technologies

Our website uses essential cookies to keep you logged in to the customer portal and to remember your preferences. We may also use limited analytics to understand which pages are most useful. You may disable cookies in your browser, but some features of the portal will not work without them.

12. Messenger AI Assistant (Sadie) — Specific Notice

When you message our Facebook Page, our AI assistant Sadie may handle your inquiry automatically. Please note:

• Your messages are stored in our conversation logs so we can train, audit, and improve the assistant.
• Sadie may look up your account on gnet.ph to verify your identity and respond to billing or account-number inquiries — only after you confirm your registered account name or account/service number.
• If a request requires human judgment, Sadie escalates to a live agent. Your conversation and account context are shared with that agent so they can assist you.
• A live agent can take over at any time. You may also type “live agent” to be routed to a human staff member.
• Sadie will never ask for your OTP, gnet.ph password, full credit card number, or ATM PIN. Do not share these.
• You may stop interacting with Sadie at any time by closing the conversation, blocking the Page on Messenger, or requesting deletion as described in Section 9.

13. Children’s Privacy

Our services are not directed to children. We do not knowingly collect personal data from children under 13 years old, in line with the U.S. Children’s Online Privacy Protection Act (COPPA), nor do we knowingly collect data from minors under 18 without a parent’s or guardian’s consent, in line with Philippine law. If you believe a child under 13 has provided us personal data, please contact admin@gnet.ph and we will delete it promptly.

14. International Transfers

Some of our cloud and software providers (e.g., Meta, Google, OpenAI) process data on servers outside the Philippines, primarily in the United States and the European Union. We require these providers to apply protections substantially equivalent to those required by Philippine law.

15. Changes to This Policy

We may update this Privacy Policy from time to time. We will post the new version on this page and update the “Last Updated” date at the top. Material changes will be announced on our Facebook Page or through an email notice when feasible.

16. How to Reach Our Data Protection Officer

If you have questions, concerns, or requests about your personal data or this Policy, please contact our Data Protection Officer:

© 2026 GNet Network and Data Solutions. All rights reserved.