Privacy Policy

2. Information We Collect

The following information is collected and processed via the Device Repair Tracker system:

• Customer Details: Full Name, Mobile Contact Number
• Device Details: IMEI Number, Brand and Model, Fault Description and Device Condition, Device Image (Front, Back and Side)
• Agent Details: Agent Name, Service Channel and Location Details (if selected)

3. Purpose of Data Collection

• Processing device repairs and managing service requests
• Identifying devices and validating ownership
• Contacting customers regarding repair updates
• Ensuring service eligibility and validating payment or loan status (LesiPay, A2B, etc.)

4. Data Confidentiality and Restrictions

All collected information, including but not limited to IMEI numbers, customer names, and contact details, is considered strictly confidential. Access is restricted to authorized personnel only.

Any external data requests must be formally made to:

• Senura De Silva – Senior Executive, Device Operations (senuras@stelacom.com)
• Chamicara De Silva – Executive, Device Operations (chamicarad@stelacom.com)

Subject to explicit approval by Erash Fernando – General Manager (erashf@stelacom.com).

Unauthorized access, sharing, printing, or storage of this data is strictly prohibited and may result in disciplinary or legal action.

5. Customer Consent and Acknowledgement

• Confirm and accept service terms before handover
• Provide lock screen credentials if the screen is damaged
• Settle any outstanding payments (LesiPay, A2B)
• Submit valid payment references for verification

6. Service Charges Notice

Service charges apply under certain conditions:

• Samsung Devices
  FRP Locked: Rs. 3,500
  Break-Free Offer: Rs. 3,000
• Honor, Redmi & ZTE Devices
  FRP Locked: Rs. 1,500

These charges are disclosed during service intake and must be paid in accordance with company procedures.

7. Data Retention and Security

We may collect and store your personal data in electronic or physical form, depending on the requirement. Such personal data may be stored at our third party premises within IT systems (e.g. external cloud storage, internal or third-party managment systems, e-email, databases, hard drives etc.), and physical warehouses etc.

We endeavour, where practicable, to process your personal data in a safe environment by preventing any unauthorized or unlawful processing of personal data or accidental disclosure, loss or destruction of, or damage to, such personal data. We have implemented various physical, technical and administrative security measures to protect your personal data and our network from unauthorized access. Some of these measures include:

• encryption of personal data;
• strict adherence to privacy and security practices;
• periodic security assessment and reviews to upgrade our practices; and
• restriction of access to such personal data to personnel who have a need to know such personal data.

The security of your personal data is important to us but remember that no method of transmission over the Internet, securing while processing, or method of electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your personal data, we cannot guarantee its absolute security.

We will retain your personal data only for as long as such data is necessary for the purposes it was collected for. The retention period for personal data may also be affected by the requirements of applicable laws or a legitimate business requirement. In all cases such personal data may be held for a longer period of time where there is a legal or regulatory reason to do so (in which case it will be deleted once no longer required for the legal or regulatory purpose).

Once personal data surpasses its retention period and if there is no valid reason to retain such personal data, the personal data will be securely disposed of.

8. Contact and Support

For any inquiries regarding your personal data or this policy, contact:

Stelacom Pvt Ltd – Device Operations Team

devicerepairtracking@stelacom.com

9. Policy Updates

This Privacy Policy may be updated periodically. Customers and agents will be informed of major changes via internal channels or through the Device Repair Tracker system.