Privacy Policy

Last updated: November 28, 2025

Pilipinas Teleserv, Inc. (TELESERV) is committed to protect and respect your personal data privacy. We are compliant with the Data Privacy Act of 2012 (DPA).

This Privacy Policy may be revised, modified or replaced to reflect changes to applicable laws and regulations, or technical modifications to PSAHelpline and its services. Users will be given due notice of such changes for review and acceptance. If you do not agree to the updated Privacy Policy, you must stop accessing or using PSAHelpline and its services.

Service Description

TELESERV is an accredited service provider of the Philippine Statistics Authority (PSA). TELESERV operates the PSAHelpline for the request of PSA Civil Registry Documents (Service). By availing of this Service, the user can avail of the following PSA Civil Registry Documents:

1. Certificate of Live Birth (COLB)
2. Certificate of Marriage (COM)
3. Certificate of No Marriage (CENOMAR)
4. Certificate of Death (COD)

This is an online and phone-based service integrating a web application with an omni-channel contact center, third party payment processors, and nationwide courier delivery for the request of PSA Civil Registry documents by individuals who are authorized to apply for such documents.

Personal Information Collected

In addition to the specific data points listed below, we may require Government-Issued Identification Cards (IDs) to verify the identity of the requesting party and their authority to request the documents.

Certificate of Live Birth (COLB)

Personal Information

1. Owner's Full Name
2. Gender
3. Place of Birth
4. Father's Full Name
5. Mother's Full Maiden Name
6. Delivery address
7. Authorized Recipient’s Full Name
8. Contact number

Sensitive Personal Information

1. Owner’s Date of Birth
2. Authorized Recipient’s Date of Birth

Certificate of Marriage (COM)

Personal Information

1. Name of Husband
2. Maiden Name of Wife
3. Date of Marriage
4. Place of Marriage
5. Delivery address
6. Authorized Recipient’s Full Name
7. Contact number

Sensitive Personal Information

1. Authorized Recipient’s Date of Birth

Certificate of No Marriage (CENOMAR)

Personal Information

1. Owner's Full Name
2. Gender
3. Place of Birth
4. Father's Full Name
5. Mother's Full Maiden Name
6. Delivery address
7. Authorized Recipient’s Full Name
8. Contact number

Sensitive Personal Information

1. Owner’s Date of Birth
2. Authorized Recipient’s Date of Birth

Certificate of Death (COD)

Personal Information

1. Owner's Full Name
2. Gender
3. Place of Death
4. Delivery Address
5. Authorized Recipient’s Full Name
6. Contact Number

Sensitive Personal Information

1. Authorized Recipient’s Date of Birth

International Delivery Service

If you avail of our International Delivery service, we require additional verification to ensure the security of your documents:

Sensitive Personal Information

1. Digital copy of Government-issued ID
2. Biometric Data (Facial geometry, Reference Selfie, Liveness metadata)

Cookies and Web Data

When you visit our website, we may collect non-personal information such as your IP address, browser type, and operating system to help us administer the website and improve user experience. We use cookies to ensure the website functions correctly and to analyze web traffic. You may choose to disable cookies in your browser settings, though this may affect the functionality of the Service.

Collection Method

The process starts when the user who seeks to apply for a PSA Civil Registry Document logs onto the PSAHelpline website. The user is asked to go over and agree to the User Agreement and Privacy Policy. If the user does not agree to the Terms of Use and this Privacy Policy, the user will not be able to proceed with the service. After agreeing to both the Terms of Use and this Privacy Policy, the user will proceed to the submission of his order. The collection of personal data begins after the user has indicated the type of document he wants to order.

Timing of Collection

Personal Data is collected in real-time as the user accomplishes the online application form. The user's Personal Data is encrypted and is used for account and order related purposes only. The Personal Data is not used for any purpose other than what it is intended for with reference to the Service.

Purpose and Lawful Basis of Processing

TELESERV is an accredited service provider of the PSA as a personal information processor, as defined under the DPA or the applicable privacy law, for the request of PSA Civil Registry Documents by qualified and verified users through the Service. We process your data based on the contractual agreement created when you request a Service, and based on our legal obligation to the PSA.

For the processing of Biometric Data in our International Delivery service, we rely on your Explicit Consent.

The application process, as outlined on the website, has been approved by the PSA and conforms to the policies and regulations of the PSA for the processing of such Personal Data from data subjects.

All the Personal Data collected is necessary to be able to process an application. If any of the above Personal Data per document type is not available, the application will not be processed. Any willful misrepresentation of information to be able to secure a document will be subject to the policies of the Terms of Use.

TELESERV reserves the right to store your Personal Data if required by the applicable law to which we are subject. In such case, we will delete your Personal Data once the requirements cease to apply.

Storage and Transmission of Collected Information

We follow best practices on security using the Payment Card Industry Data Security Standard ("PCI-DSS") as a baseline but with higher internal standards. Details are further outlined below.

Method of Use

Personal Data will only be used for the application of PSA Civil Registry Documents from the PSA. The Personal Data will not be used for any other purpose than what it is intended for. The processing of Personal Data will be done through the PSAHelpline website following information security and data processing procedures approved by the PSA.

We may send you marketing materials about our products and services from time to time only if you have provided your consent. You can opt-out of receiving these marketing materials at any time by clicking the unsubscribe link in the email or by contacting us at privacy@teleserv.ph.

Automated Identity Verification (International Delivery)

For international delivery requests, we utilize third-party AI processors to automate identity verification:

• AWS Rekognition: Processes facial geometry and liveness to match your selfie with your ID.
• OpenAI: Processes the text on your uploaded ID for validation.

Note: We have strictly configured these services to ensure your data is NOT used to train their AI models. If automated verification fails, your data is routed to a secure queue for manual review by an authorized agent.

Location of Personal Information

Personal Data is stored in a secured database that is password-protected and behind a firewall. When we transmit this Personal Data to PSA, we submit it through an internal API the PSA provides via the CRS-ITP2 project. This shall be used for the processing of the document request.

Third Party Transfer

No Personal Data gets transmitted to our payment partners.

Upon release of the requested document from the PSA, TELESERV transmits the delivery information to authorized and contracted partners who deliver the requested documents to the applicant’s delivery address subject to stringent handover procedures to ensure that the document is delivered to the rightful owner. The personal data transmitted is the bare minimum required for delivery such as the requester’s name, contact information, and delivery address.

In the unlikely event of a data breach that risks your rights and freedoms, we will notify you and the National Privacy Commission within 72 hours of confirmation.

Retention Period

We will retain your Personal Data for the length of time necessary to fulfill the purposes outlined in this Privacy Policy (generally 5 years from your last transaction), unless a longer retention period is required under the applicable law or regulations.

Exception for International Delivery: Identity verification data (ID images and Selfies) collected for international orders are retained for a buffer period of 60 days after the order status is "Fulfilled" to handle inquiries, after which they are automatically and permanently deleted.

Rights of the Data Subject

Under the Data Privacy Act of 2012, you have the following rights:

• Right to be Informed: To know whether your personal data is being processed.
• Right to Access: To request access to the data we hold about you.
• Right to Object: To object to the processing of your data, including processing for direct marketing, automated processing, or profiling.
• Right to Erasure or Blocking: To suspend, withdraw, or order the blocking, removal, or destruction of your personal information from our filing system.
• Right to Damages: To be indemnified for any damages sustained due to inaccurate, incomplete, outdated, false, unlawfully obtained or unauthorized use of personal data.
• Right to File a Complaint: To lodge a complaint with the National Privacy Commission (NPC).
• Right to Rectification: To dispute any inaccuracy or error in your personal data and have it corrected immediately.
• Right to Data Portability: To obtain a copy of your data in an electronic or structured format for your further use.

Upon receiving a valid request, we will take immediate steps to remove your data from our active databases and systems.

Please note: For data that has been included in our routine system backups, it is not technically feasible to delete individual records. In such cases, we will ensure that your data is not restored to our live systems and will be permanently deleted when the backup media is securely disposed of at the end of its retention period. We maintain a log of all erasure requests to ensure they are honored in the event of a data restoration

Inquiry

If you wish to exercise any of your rights, or if you have any questions regarding this policy, please contact our Data Protection Officer (DPO):

Data Protection Officer
Pilipinas Teleserv, Inc.
Email: privacy@teleserv.ph

This shall be acted upon immediately. Please also note that you may lodge a complaint with the Philippine National Privacy Commission should we fail to respond to you in a timely and/or acceptable fashion.