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Who is responsible?

Bacolor Water District (SRWD) provides the water service and manages customer accounts. Novulutions Inc. provides and supports the online portal and may process information for SRWD as a service provider. The organization that determines the purposes and means of processing is the Personal Information Controller (PIC).

What information is handled?

• Identity and contact details: name, email address, mobile number, service address, and account number.
• Account and service records: account status, applications, meter and service details, water readings, bills, payment records, and support requests.
• Verification documents: documents you submit to establish identity, account ownership, or application eligibility, such as an SOA, identification, billing document, or authorization letter.
• Security and technical records: login and OTP events, session data, and technical logs such as IP address, browser, and request time when recorded by the portal.

The portal stores passwords in protected form. Do not send full payment card or banking credentials through customer support messages.

Why and on what basis?

Information is used to create and verify accounts; process water-service applications; provide account, meter, billing, and payment services; communicate service or account notices; respond to requests; meet legal and records obligations; and protect the portal from unauthorized access and misuse.

Depending on the activity, processing may be necessary to provide a requested service or take steps at your request, comply with a legal obligation, perform a public function where applicable, pursue a legitimate interest such as account security where your rights do not override it, or rely on your consent when consent is the appropriate legal basis. Where consent is used, it may be withdrawn, subject to processing that has another lawful basis or must continue under law.

Who may receive information?

Access is limited to authorized SRWD personnel and service providers who need the information for the purposes above. Depending on the service used, recipients may include Novulutions Inc. and its authorized technical providers, email delivery providers for OTPs and account notices, payment providers for transactions, and government or regulatory authorities when disclosure is required or authorized by law. Providers must handle information under appropriate instructions and safeguards.

We do not use this portal notice to authorize unrelated marketing or sell customer personal information.

How is it processed and protected?

The portal processes information electronically to support account registration, OTP login verification, service applications, billing, payments, and customer notifications. Authorized staff may review records and documents to verify accounts and applications. The portal uses access controls and security measures intended to protect information; no internet transmission or storage system can be guaranteed completely secure.

How long is information kept?

SRWD keeps account, service, billing, payment, and application records only for the period needed to provide the service, meet applicable government and financial recordkeeping requirements, resolve disputes, and establish or defend legal claims. Security logs and OTP records are kept for operational and security purposes and disposed of when no longer needed. Records are securely disposed of or de-identified when retention is no longer required.

Your privacy rights

Subject to the Data Privacy Act and other applicable laws, you may ask to be informed about processing, access or correct your information, object to or request restriction of certain processing, request erasure or blocking where legally available, withdraw consent where consent is the basis, request data portability where applicable, and seek damages where provided by law. You may also lodge a complaint with the National Privacy Commission. Some requests may be limited where SRWD is required to retain or process records by law.

To make a request or raise a concern, contact the privacy team at dpo@novulutions.com. We may ask for information needed to verify your identity and locate the relevant account.

Cookies and changes to this notice

Necessary session cookies help keep you signed in and protect the portal. Your browser may let you block cookies, but sign-in and other portal features may not work correctly. We will update this notice when our processing practices or applicable requirements change and show the latest effective date here.