ELL FibernetPay bill

Privacy

Last updated 16 October 2026.

This policy explains what personal information ELL Fibernet ("ELL Fibernet", "we", "us") collects from customers and website visitors, why we collect it, and how we protect it. It follows the Digital Personal Data Protection Act, 2023 and the conditions of our internet service licence.


Information we collect

We collect only what we need to provide your connection and meet our legal duties.

  • Identity and KYC: your name, photograph, and copies of your photo identity and address proof, as required by Government of India telecom rules.
  • Contact details: your phone number, WhatsApp number, email address and installation address.
  • Billing and payments: your plan, bills, payment history and payment reference numbers. We do not store your full card or bank details; these are handled by the payment provider.
  • Website enquiries: the details you enter in the enquiry form on our website, such as your name, phone number and area.
  • Connection records: technical records of your connection, such as the IP addresses assigned to you and session times, which our licence requires us to keep.


How we use your information

We use your information to provide and support your internet connection:

  • Verify your identity and complete KYC before activation
  • Install, maintain and repair your connection
  • Send bills, payment reminders and receipts
  • Tell you about planned maintenance and outages on WhatsApp
  • Answer your questions and complaints
  • Reply to enquiries made through our website
  • Meet our legal and licence obligations

We do not look at the content of your internet use, such as the websites you visit or the messages you send, except where the law requires us to assist government authorities.

Promotional messages: we may send you offers and plan updates on WhatsApp or SMS. You can stop these at any time by replying STOP or by contacting us. Stopping offers will not stop service messages about your bills, maintenance or outages.


Who we share it with

We do not sell, rent or trade your personal information. It is shared only in these limited cases:

  • Payment provider: when you pay online, the payment gateway processes your payment details to complete the transaction.
  • Messaging services: WhatsApp and SMS providers deliver the messages we send you, so they handle your phone number and the message content.
  • Government and law enforcement: we share information with government agencies, courts or the police when the law or our licence requires it.


Storage, security and retention

KYC documents are stored digitally, as scanned or uploaded copies. Access to customer records is limited to ELL Fibernet staff who need it for their work, and we take reasonable steps to protect your information from loss, misuse and unauthorised access.

We keep your information while your connection is active. After it ends, we keep KYC and connection records only for as long as the law and our licence require, and then delete them. If a data breach affects your information, we will inform you and the authorities as the law requires.


Cookies

Our website does not currently use cookies or tracking tools. If we add them in future, we will update this policy before doing so.


Your rights

Under the Digital Personal Data Protection Act, 2023, you have the right to:

  • Ask what personal information we hold about you and how we use it
  • Ask us to correct or update information that is wrong or incomplete
  • Ask us to delete your information, except what the law or our licence requires us to keep
  • Withdraw your consent, for example to promotional messages
  • Name another person to use these rights on your behalf if you die or become unable to
  • Raise a complaint with our Grievance Officer, below

If you are not satisfied with our response to a complaint, you may approach the Data Protection Board of India.


Changes to this policy

We may update this policy from time to time. The "Last updated" date at the top shows when it last changed, and we will tell you about important changes on WhatsApp and on our website.


Contact and Grievance Officer

For privacy questions, requests or complaints, contact our Grievance Officer. We aim to respond within the time set by law.

• Grievance Officer: Abdul Samad

• Phone and WhatsApp: +91 80883 32233

• Email: [email protected]

• Office: ELL Fibernet, Bunder Road, Bhatkal, Uttara Kannada, Karnataka

• Hours: Saturday to Thursday, 9 AM to 9 PM, with a break from 1 PM to 3 PM. Closed on Fridays.