1. Information we collect
Depending on the requested service, MyArrival may collect identification and passport information, nationality, date and place of birth, contact information, travel dates, transportation information, accommodation information, uploaded travel documents, payment and order records, and technical information such as IP address, browser information and security logs.
2. How we collect information
Information may be provided directly by you, extracted from documents you upload, generated through your use of the service, or received from service providers involved in operating MyArrival.
3. Why we use information
- To prepare and provide the service you request.
- To process uploaded travel documents and prepare arrival information for your review.
- To process payments and maintain transaction records.
- To communicate about your order or a problem with the service.
- To maintain security, audit and fraud-prevention records.
- To comply with applicable legal obligations.
- To improve the service using aggregated or appropriately de-identified information where appropriate.
4. Service providers
We may use service providers for hosting, document processing, payment processing, security, communications and other functions necessary to operate MyArrival. They may process information only as needed to provide those services or as otherwise permitted by applicable law.
5. Government services
Where you request a service that requires information to be submitted to a Malaysian government service, MyArrival may transmit the information necessary to perform that requested service. MyArrival is not a government agency.
6. International processing
Some service providers may process information in countries outside Malaysia. Where this occurs, MyArrival will use appropriate contractual, technical or organisational safeguards as required by applicable law.
7. Security
We use technical and organisational safeguards designed to protect personal information, including encrypted transmission, restricted access and administrative controls. No electronic system can be guaranteed completely secure.
8. Retention
We keep different categories of information for different periods according to why the information is needed. We do not use a single retention period for all customer data.
- Uploaded passport, transport and accommodation documents: normally deleted 14 days after the service is completed. Failed or abandoned document intakes are normally deleted after 7 days. A maximum document-retention limit may also apply once no active order still requires the source documents.
- Passport details, date of birth, telephone information, itinerary, accommodation details and prepared MDAC working data: normally removed 90 days after the later of the scheduled departure date or completion of the MyArrival service.
- Customer completion record: normally available for up to 12 months after creation and then deleted.
- Tracking and correction links: expire or are revoked when they are no longer required, including when the related sensitive-data retention period ends.
- Basic order, invoice, payment and accounting records: may be kept for up to 7 years where reasonably required for accounting, tax, dispute or legal recordkeeping. This does not require us to keep uploaded passport images or the full MDAC working dataset for the same period.
When a retention period ends, information is securely deleted, irreversibly anonymised, or reduced to the minimum record that still needs to be retained. A longer period may apply where preservation is required by law, a legal claim, fraud/security investigation, or another legitimate recordkeeping obligation.
9. Your privacy requests
Subject to applicable law, you may request access to or correction of personal information and may make other applicable privacy requests. We may need to verify your identity before acting on a request.
10. Marketing
We do not sell customer personal information. If marketing communications are offered in the future, they will include an appropriate method to opt out.
11. Changes to this policy
We may update this Privacy Policy when our services, technology or legal obligations change. The current policy published on MyArrival.my will apply from its stated effective date in our internal policy records.
12. Contact
For privacy questions or requests, please use the contact information published by MyArrival.my.