Privacy Notice
Introduction
At VFS Global, we're committed to protect and respect your privacy.
This Privacy Notice explains how PT VFS Services Indonesia ("VFS Global," "we," or "us") handle your personal data (also known as personal information in certain jurisdictions).
This Privacy Notice does not intend to conflict with applicable local privacy laws. In case there is a conflict, the applicable local privacy laws will prevail.
We may change this Privacy Notice (also known as Privacy Policy in certain jurisdictions) from time to time. We will always make the latest Privacy Notice available to you via this page. Any changes to this Privacy Notice will apply to you and your data immediately.
With respect to the services provided by VFS Global, this Privacy Notice describes:
Who are we (VFS Global)?
VFS Global is the world's largest outsourcing and technology services specialist for governments and diplomatic missions worldwide.
VFS Global manages the administrative and non-judgmental tasks related to visas, passports, travel documents, identity management, and other citizen services such as passport renewals for its client governments and diplomatic missions. This enables them to focus entirely on the critical task of judgemental assessment and decision-making.
VFS Global only provides certain logistic support to visa/ permit or travel document applications on behalf of its client governments and in accordance with the respective contracts with them regarding such services/ support.
Services provided by VFS Global
VFS Global is the outsourced partner of client governments and diplomatic missions for managing administrative and non-judgmental tasks related to visas, passports, travel documents, identity management, and other citizen services. In this capacity, VFS Global (through its visa application centres (VACs)) is merely responsible for the receipt of visa/ permit or travel document applications, collection of biometric data where applicable, collection of documents to accompany applications on behalf of the respective client government/ diplomatic mission, submission of applications and biometric data to the client government/ diplomatic mission for their consideration collecting passports from visa applicants and returning passports where applicable.
VFS Global has no role in deciding what documents are to be appended or what comments or details need to be made in the visa, passport, or travel documents application process. VFS Global has no role in making any decisions related to visas, passports, travel documents, identity management, and other citizen services – this remains at the sole determination and responsibility of the client government/ diplomatic mission.
Data Controllers
Indonesian Directorate General of Immigration is the responsible party for the use of the personal data you provide in the visa/ permit or travel document application form and consequently, for the data received from your side in connection with the processing of your visa/ permit or travel document application. Please see this link https://www.imigrasi.go.id/kebijakan-privasi to the Directorate General of Immigration’s privacy notice for more information about how they process your personal data.
This role is known as "Data Controller" as established in Regulation (EU) 2016/679 (General Data Protection Regulation). However, it can have different names such as "Organisation," "Data Fiduciary," "Responsible Party," "Data Handler," or similar, depending on your country of residence.
VFS Global acts in accordance with the instructions of and on behalf of the “Data Controller”. VFS Global therefore acts as the “Data Processor” as defined in Regulation (EU) 2016/679 (General Data Protection Regulation) (or similar concept under applicable data protection law).
How do we collect your personal data?
VFS Global collects personal data about you when you request our services either as part of your visa/ permit or travel document application process.
a. When processing your eVisa application process
A list of the personal data required to be provided by you for each of the different visas/ permits or travel applications is included in VFS Global’s dedicated website for the respective visa/ permit or travel application routes at “Visas, eVisas & Permits”.
When you contact us to submit your visa/permit application form as requested by the client government/diplomatic mission you applied for a visa/permit or travel document for, you will be redirected to an authorized VFS Global website to collect your personal data from you, your guardian, or legally appointed representative.
VFS Global is authorized by the client government/ diplomatic mission we work on behalf of to perform administrative support related to the processing of visa/ permit and travel document applications.
Depending on the country you applied a visa/ permit or travel document for, the personal data required from you or collected about you may change, but it is always determined by the client government/ diplomatic mission which determines the purpose of the processing of the personal data that is to be collected, used, and transferred by VFS Global as part of the visa application process. Please see this link https://www.imigrasi.go.id/kebijakan-privasi to the Directorate General of Immigration’s privacy notice for more information about how they process your personal data.
When you contact VFS Global to avail the eVisa service on our websites we may collect the following information from you to provide the service requested:
For the selected eVisa service offered for the Directorate General of Immigration we may collect the following additional information as applicable:
b. Children's privacy protection
Our services are not designed for, or intentionally targeted at children. When we process data from children, we will require parental or guardian consent.
Lawful basis for processing your personal data
When processing your eVisa application
It is for the relevant client government / diplomatic mission as Data Controllers of the visa/ permit application process to determine the lawful basis for processing your personal data. In respect of the lawful basis used by the respective client government / diplomatic mission as Data Controllers of the visa/ permit application process, please check the visa application/ permit form and the Directorate General of Immigration’s privacy notice where the same is explained.
How is your personal data used?
As per the visa /permit or travel document application process, the information collected by VFS Global on behalf of the client government/ diplomatic mission is submitted to them for the purpose of assessing your visa/ permit or travel document applications.
We use your phone number to contact you via WhatsApp in order to provide updates on your visa application and offer support throughout your application process.
Please note that VFS Global (or any member of its group of companies or staff) does not take any part in the decision-making process and the grant or refusal of any visa/ permit or travel document application.
This assessment is carried out at the sole discretion of the client government/ diplomatic mission as the Data Controller (in respect of any personal data processed in connection with this process), which reserves the right to ask for further documentation and information for the visa/ permit or travel document you have applied for and, to refuse any visa/ permit application. You must supply such further documentation and information if you wish the application to continue to be considered.
Please do note that VFS Global's role (as a Data Processor), as defined in the Regulation (EU) 2016/679 (General Data Protection Regulation), of the respective client government/ diplomatic mission regarding the visa/ permit or travel document process, is restricted to handle documentation solely on behalf of the concerned client government/ diplomatic mission, purely as an administrative/logistics measure and we cannot decide on the documents shared by you for forwarding to the concerned client government/ diplomatic mission.
How long do we hold your data?
Your visa application data (PII information) is retained within VFS Global systems for 30 days as per the prescribed period by the Directorate General of Immigration. If you contact us with follow-up questions or a complaint, we may retain your contact information and any other information provided for the time it takes to resolve your matter.
We may be legally required to hold some types of information for a longer period of time to fulfil our statutory or contractual obligations (for example, invoices for taxation legislation).
Please note that the respective client government / diplomatic mission as Data Controllers retain your personal data in accordance with their retention obligations and practices. Please see this link https://www.imigrasi.go.id/kebijakan-privasi to the Directorate General of Immigration's privacy notice for more information about how they process your personal data.
Who do we share your personal data with?
a. When processing your eVisa application
We share or disclose your personal data with the respective client government/ diplomatic mission that we are an authorized or contracted service provider. This information includes the personal data supplied by you to support your eVisa application.
We may also share or disclose your personal data with the client government/ diplomatic mission whose eVisa you applied for, in connection with a complaint, request, or data access request, received from you.
b. Our suppliers and partners
We may share or disclose your contact information with our suppliers and partners and our advisors where it is necessary for the processing of your requests or to deliver the required services. For example, if there is a photo verification process in your visa journey, we will need to redirect you to the respective website for completion of verification and delivering the requested service.
We only use suppliers and partners that have sufficient privacy and data protection measures in place.
c. Legal and regulatory obligations
When we are acting as a Data Controller, we may share or disclose your personal data where required to do so by law, such as in connection with any legal proceedings or prospective legal proceedings, law enforcement purposes, or in order to establish, exercise or defend our legal rights.
When we act as Data Processor on behalf of the client government/ diplomatic mission, and we receive a request to share or disclose your personal data where required to do so by law, such as in connection with any legal proceedings or prospective legal proceedings, law enforcement purposes, or in order to establish, exercise or defend our legal rights, we will notify the corresponding Data Controller in this case the respective client government/ diplomatic mission.
d. Sell your data to third parties
We do not sell your personal data to third parties.
Transferring your personal data offshore
When processing your eVisa application
As part of the visa/ permit or travel document application process, the information collected by VFS Global on behalf of the client government/ diplomatic mission you applied for a visa/ permit or travel document for may be online transferred offshore, from the country of your application to our server location in Indonesia. Subsequently, this data may be transferred to the respective Mission servers as applicable.
Your rights
Under many data protection laws, you have rights with regard to how your personal data is handled. These privacy rights vary from country to country. These rights may include, among others:
As an authorized contractor of the client governments/ diplomatic missions we work with, VFS Global has limited access to the information submitted by you as part of your application.
You can always check Data Controller’s privacy notice and contact them directly. Please see this https://www.imigrasi.go.id/kebijakan-privasi to the Directorate General of Immigration’s privacy notice for more information about how they process your personal data.
You can exercise your rights by contacting the Data Controller the Directorate General of Immigration or VFS Global at [email protected], in which VFS Global will pass on the request to the respective client government/ diplomatic mission. Please note that the rights above may not be available in all circumstances.
DATA SUBJECT ACCESS RIGHTS FORM
Accessing your information: Authentication
In order to protect your privacy and to authenticate that the request is genuinely from you and not from anyone else masquerading as you, we might request some additional details of your last interaction with VFS Global, some details that nobody else would know about. In certain cases, we may require more formal identification.
This is to ensure that it is really you who is making the request and not someone else. We will only request enough information to enable us to identify you properly.
How VFS Global protects your personal data?
We are committed to protecting all personal data that we hold about you. When you give us personal data, we take commercially reasonable steps to ensure that it is safeguarded and held securely. Any sensitive information is encrypted and protected.
On our websites, when you are on a secure page, a lock icon will appear in the address bar of most web browsers. This means the transfer of information from your browser to our web servers is encrypted to keep it safe.
Please bear in mind that emails may be transmitted normally over the Internet, and this can never be guaranteed to be 100% secure. As a result, please do not include personal data in an email when you communicate with us. If you do, you do so at your own risk.
Technology
a. Use of cookies
Like many other websites, the VFS Global websites use Cookies. 'Cookies' are small pieces of information sent by an organization to your browser and stored on your device. We use them is to help collect statistical information about your browsing actions and patterns. Other uses are to set your preferred language and tell your browser what pages you have already visited so that you can use the "Back" function. Cookies help us to improve our websites and deliver a more personalized service.
We provide the choice for you to accept or refuse the use of cookies when you visit our websites, and you can change the cookie settings at any time.
Please note that disabling cookies may result in a loss of functionality when using our website. For more detailed information about how VFS Global uses cookies, please see our cookies disclosure notice.
b. Links to other websites
Our websites may contain links to other websites run by other organizations. This Privacy Notice applies only to this website, so we encourage you to read the relevant Privacy Notices on the other websites you visit.
Please note that if you link from our website to another website, or if you follow a link to arrive at our website, we cannot be responsible for the content or practices of those third-party websites. We recommend that you check the Privacy Notices and statements of that third-party website.
We always perform a check of other websites before publishing a link to it.
Questions, complaints, and contact details
We are committed to protecting your privacy. If you wish to contact us or if you have any questions or wish to lodge a complaint about our privacy practices or the way we have handled your personal data, including if you believe that there has been a possible breach of any relevant privacy principles, you may contact us at:
| Visa applications / status related matters | By contacting our Customer Care Team. Please note that depending on the type of the request, we will likely forward these to the Directorate General of Immigration as they are the “Data Controller”. |
|---|---|
| Information relating to data protection and privacy practices | By completing and submitting our SAR form (Privacy Request Form) or by contacting [email protected] |
| In case you remain dissatisfied, you can raise complaints on the processing of personal data | By contacting the supervisory data protection authority available in your country. |
For any complaint, please include details about your complaint. On receipt of a complaint, we will endeavour to carry out any necessary investigations in a timely manner. We will respond to all complaints within a reasonable time, or such earlier time as required by law.
Latest Update
This Privacy Policy was last updated on December 2024.