Astro Responds

My earlier complaint is here.

Yesterday evening, I got a surprised call from one Mr Azlan who was from the Astro Customer Service Department and we chatted on my complaint. He apologized on the issue raised and promised to get things improved. He also asked whether I have any other problem and assured me of the best services from Astro. It was a good chat, very professionally done and in the end, I was very satisfied.

This morning I got an email from the Astro webmaster who responded as follows:-

We refer to your e-mail below

We regret the inconvenience caused and we would like to thank you for highlighting these issues to us. We are taking your concerns seriously and the appropriate parties are reviewing the areas you have mentioned. Rest assured that any remedial action will be performed in a timely manner.

Please take note that the information regarding the current method of handling data on the Astro website is found on these pages – Astro Website Terms & Conditions and Privacy Policy.

The links to the above appear at the bottom of almost every page on www.astro.com.my.

We appreciate your continued support and hope you continue to benefit from our online services. If you have further website queries you may contact us at webmaster@astro.com.my.

Yours sincerely,

Astro Webmaster

Whilst I appreciated their quick response on the matter, I believed that they have missed the point and some of the answer was not so convincing. So, I replied them as follows:-

Dear Sir / Madam

I appreciate your quick response on the issue and I am looking forward for an improved Astro webpage to use in future.

However, I believe I need to make some things clear.

1. I have read your website terms & conditions and the privacy policy (in fact several times) before I proceeded to lodge a complaint on the issue.

2. Whilst I appreciate the steps taken by Astro to treat personal information as confidential, my first concern is the possibility of personal information leaking to a 3rd party. As you have mentioned in Para 11.1 of the Privacy Policy – “The Internet is not a secure medium, and communications over the Internet may be subject to third-party interception”.

3. I am also aware of your Astro Passport services but if you take a good look at the registration form, nothing indicates that registration is done on a secured connection. The moment I click on the “Submit” button, the data is open for 3rd party interception.

The Para 11.2 of your Privacy Policy states this – “Astro has implemented security policies, rules and technical measures to protect your Astro Passport Account information from unauthorized access, improper use or disclosure, unauthorized modification, unlawful destruction or accidental loss. All our employees and data processors, who have access to and are associated with the processing of personal information, are obliged to respect the confidentiality of your Astro Passport Account information”.

Yes, it affects the login but what about the registration page itself?

4. However, my earlier complaint was not on the Astro Passport services, but rather on the “Change Account Detail” page and “Contact Us” page. These 2 pages do NOT require any type of ID & password before the personal information is submitted and critical personal information is set as mandatory field. Transmission of the data is also done on an unsecured connection over the internet.

Reading through the policies (which appears at the bottom of almost every page, I agree) and comparing that on what we have on the relevant pages is what irked me to write in. It could have been an oversight or you have not received the right feedback on the webpage but it should not be left unattended for long.

Perhaps at this juncture, it will be good if you could also review the content Privacy Policy which was last updated more than 2 years ago and update the webpage accordingly.

All that we ask is the assurance that the transactions that we engaged with Astro are secured and prominent for our comfort.

Anyway, I trust that based on my emails to you, you shall be taking the necessary steps to improve the quality and security of the webpage for better service to the subscribers like me who prefer dealing online.

I thank you once again for the quick response to my email.

Yours sincerely

XXX

1 day more to go and counting…

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