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TERMS AND CONDITIONS

1. General Terms of Use

By subscribing to EASTEL services, you agree to be bound by these Terms & Conditions.

Eastel Mobile Community Program (“Eastel”) is managed by Anchor Communications Sdn. Bhd. (Company No. 1566613-W). The mobile service and accompanying value added services (collectively referred to as the “Eastel”), operating as a Mobile Virtual Network Operator (MVNO) under U-Mobile Sdn. Bhd.’s licensed infrastructure.

In this Notice: –

The meaning of general words is not limited by specific examples introduced by “including” or “for example” or “such as” or similar expressions.

“Biometric Information” means any Personal Information resulting from technical processing relating to your physical, physiological, or behavioral characteristics and may include your facial image, fingerprint and voice.

“Our Network” means the network owned or operated by us and includes our international and domestic service providers’ network.

“PDPA” means Personal Data Protection Act 2010, its amendment and other subsidiary legislation, order, standard and code of practice under the PDPA.

“Personal Information” means any information in our possession or control that relates directly or indirectly to you (or any other individual) to the extend that you (or the other individual) are identified or identifiable from that information or from that and other information in our possession. Reference to Personal Information in this Notice includes Sensitive Personal Information.

“Process” includes the handling of Personal Information such as collecting, recording, holding, storing, using and disclosing.

“Sensitive Personal Information” means any Personal Information as to the physical or mental health or condition, political opinions, religious beliefs or other beliefs of a similar nature, the commission or alleged commission of any offence or Biometric Information.

“Services” means any services or products offered by Anchor Communications through our Network.

“Technically Feasible” means our ability to effectively and efficiently transmit Personal Information to a third party using readily available technology infrastructure formats.

“Anchor” or “us” or “our” means Anchor Communications Sdn. Bhd. Registration No. 202401020764 (1566613-W);

“Eastel Sites” or “Eastel” means Eastel websites including mobile applications, programs and any other sites or portals that we own or operate; 

“Customers” or “Subscribers” or “you” means the person or entity that register for Eastel Subscribership program and has agreed to subscribe to Eastel Services and who access and utilize Eastel Website, Subscribership System and/or its related products and/or services.

Registration and Account Management

By using this, you agree to comply with and be bound by the following terms. Please review the following terms carefully. The term “Eastel” or “Anchor” or “us” or “we” or “our” refers to Anchor Communications Sdn. Bhd. The term “you” or “Subscriber” refers to the users or the person who is doing the registration. Following are the terms and conditions that govern your access to the registration procedure. Please exit if you do not agree to abide by these terms and conditions.

PART A: ACCEPTANCE OF GUIDELINE ON REGISTRATION OF END-USERS OF PREPAID CELLULAR SERVICES (MCMC/G/01/17) & THE NEW MANDATORY STANDARDS 2026 (“PREPAID REGISTRATION GUIDELINES”)

Mandatory Verification under MyDigital ID Framework

(a) All registration of EASTEL prepaid services shall comply with the Mandatory Standards for the Registration of End-Users of Prepaid Public Cellular Services as determined by MCMC.


(b) Starting 2026, every registration for Malaysian citizens must be verified through MyDigital ID e-verification, either via Assisted Registration or Self-Registration through EASTEL’s authorized platform.


(c) The MyDigital ID verification shall constitute part of a multi-factor authentication process, which includes at least two (2) verification methods: biometric (facial or fingerprint) and digital ID validation.

Identification Documents Accepted


You must sight and verify the customer’s identity using one of the following identification documents:

Malaysians / Permanent Residents

Foreigners

Original NRIC (MyKad) with biometric authentication

Valid Passport

Valid Permanent Residence Card (MyPR)

Work Permit Identification

Valid Temporary Identity Card (MyKAS)

Student ID / IMM13 Document (Sabah)

MyDigital ID (e-verification)

UNHCR Card (if applicable)

 

Assisted vs. Self-Registration

Assisted Registration: Conducted by EASTEL staff or authorized dealers using biometric MyKad reader or passport reader (for foreigners).

Self-Registration: Subscribers may register directly through the EASTEL App using MyKad scan (front and back) and MyDigital ID authentication.

All records shall be transmitted in real-time to the EASTEL Prepaid End-User System and verified automatically against the National Registration Department (NRD) or Immigration Department of Malaysia (IDM).

Age Restriction
Registration is prohibited for individuals below twelve (12) years of age. Minors aged twelve (12) to seventeen (17) years must have their accounts registered by a parent or legal guardian, with the minor listed as the End-User.

Limitations on SIM Cards
(a) Malaysians and Permanent Residents – limited to two (2) active prepaid SIMs per service provider.
(b) Foreigners – limited to two (2) active prepaid SIMs across all service providers.
(c) Business entities – no limitation, subject to company verification by EASTEL.

Prohibition of Pre-Activated SIMs
EASTEL strictly prohibits any pre-activated SIM Cards. Activation shall occur only upon completion of full registration and successful verification through MyDigital ID and biometric authentication.

Personal Data Protection & Security
All information collected shall be used solely for prepaid registration and will be handled in accordance with the Personal Data Protection Act 2010 (PDPA).

EASTEL and its authorized dealers are required to ensure confidentiality, implement secure data transmission, and maintain an encrypted audit trail for every registration transaction.

Record Retention

All registration records, including verification data, photos, and live video capture, shall be securely stored for as long as the prepaid service remains active. Upon termination, the records shall be retained for eighteen (18) months before deletion.

Notification of Registration Status
Subscribers shall be notified within twelve (12) hours of successful registration via SMS or in-app notification. A dedicated customer service channel is available for any registration inquiries.

False or Fraudulent Registration
EASTEL reserves the right to suspend or terminate any prepaid service if the registration information is found to be false, inaccurate, or unverifiable. Subscribers will be given three (3) working days’ notice to rectify the issue before suspension.

Important Note: Anchor reserves the right, in its sole and absolute discretion, to suspend and/or terminate your appointment with immediate effect in the event of any non-compliance with the provisions of the MCMC Prepaid Registration Guidelines. For reference, the said guidelines may be accessed via the following link: https://www.skmm.gov.my/skmmgovmy/media/General/pdf/Prepaid-Registration-Guidelines-MCMCG0117_1.pdf

PART B: PENALTY

  1. Anchor shall impose penalties upon any Subscriber if MCMC imposes a fine on Anchor due to any act, omission, or non-compliance by the Subscriber, including but not limited to violations of the MCMC Prepaid Registration Guidelines.
  2. The nature and severity of the penalties imposed shall be determined at Anchor’s sole discretion, and may include, without limitation, suspension or termination of the Subscriber’s appointment
  3. For the avoidance of doubt, breaches shall include, but shall not be limited to, the following:
  • Failure to adhere to the prescribed methods of registration as set out in the MCMC Prepaid Registration Guidelines as may be amended, revised, or replaced from time to time.;
  • Failure to properly verify a customer’s identity during the registration process;
  • Selling or distributing pre-activated SIM cards;
  • Using a customer’s information to register new numbers without the customer’s knowledge or consent;
  • Submitting false or misleading information for the purpose of registering new SIM cards;
  • Any other act or omission which Anchor, in its sole and absolute discretion, deems to constitute a breach.

In the event Anchor is subjected to any fine, penalty, or sanction by MCMC as a result of a Subscriber’s failure to comply with the MCMC Prepaid Registration Guidelines (https://www.skmm.gov.my/skmmgovmy/media/General/pdf/Prepaid-Registration-Guidelines-MCMCG0117_1.pdf), the Subscriber responsible for such non-compliance shall indemnify Anchor and bear full responsibility for the payment of such penalty.

PART C: DEALING WITH COMPLAINTS & BREACHES

  1. The processes for dealing with complaints are as follows:

Anchor will handle complaints received on any breach specified from the following parties:

  • Malaysian Communications and Multimedia Commission (MCMC)
  • Other service providers
  • Customer
  • Any other sources
  1. Anchor shall revert to the complainant within fifteen (15) days of receipt of a complaint, on the resolution of the said complaint.
  2. The Subscriber will be sent a Show Cause Letter by Anchor should they be found in breach of the MCMC Registration Guidelines and must make written submission to Anchor within seven (7) days from the date of the Show Cause Letter on why such breach is committed.
  3. If the written submission is unsatisfactory and the Subscriber is found to be in breach, Anchor will issue a warning letter to the Subscriber.
  4. A Subscriber who fails to respond to the Show Cause Letter within the stipulated time shall be given a notice of suspension and be suspended immediately.
  5. Anchor shall conduct further investigation, and if the Subscriber is found not to have committed any breach, the suspension may be lifted.
  6. In the case of repeated offence, Anchor shall immediately send the Notice of Suspension to the said Subscriber, and the Subscriber shall be suspended for a minimum period of three (3) months and all commissions accruing or payable to the Subscriber during the suspension period shall be suspended and withheld by Anchor without liability.
  7. If the Subscriber is found to be in breach of any of the MCMC Prepaid Registration Guidelines, Anchor shall terminate the Subscriber’s service, including all incentives and commission and impose a penalty on the Subscriber according to the penalty imposed by MCMC.

Subscribers may lodge an appeal against any suspension or penalty by submitting all relevant documents and/or supporting evidence demonstrating that the breach has been duly rectified, together with a written undertaking that such breach shall not recur. All appeals shall be reviewed and determined by Anchor at its sole discretion on a case-by-case basis.

Change of Third-Party Service

  1. Right to Replace Services

Anchor Communications reserves the absolute right, at its sole discretion and in compliance with applicable laws and regulatory requirements, to procure, source, or engage an alternative service provider for the purpose of substituting or replacing any existing third-party service provided to EASTEL Subscribers.

  1. Application of New Terms

Upon such substitution or replacement, EASTEL Subscribers shall be bound by and subject to the terms and conditions imposed by the new service provider.

  1. Service Continuity

Anchor Communications shall use its reasonable best efforts to minimise service interruptions and, where commercially practicable, to ensure that EASTEL Subscribers retain their existing mobile numbers.

  1. Technical Requirements and Charges

EASTEL Subscribers may, from time to time, be required to replace their SIM card and/or reconfigure their mobile device(s) to ensure continued access to the Services. Any applicable SIM replacement fees, reconfiguration costs, or other related technical charges shall be fully borne by the Subscriber.

  1. Notice of Change

Anchor Communications shall provide Subscribers with prior written notice regarding the cessation of the affected service and the corresponding migration to the new service provider.

  1. Opt-Out by Subscribers

In the event a Subscriber elects not to migrate to the new service provider upon cessation of the affected service:

(a) Anchor Communications shall bear no responsibility or liability whatsoever for any resulting service loss, disruption, or unavailability; and

(b) The Subscriber’s EASTEL account may be terminated, whereupon all associated benefits, including without limitation incentives, rebates, and commissions, shall be deemed forfeited without further recourse.

  1. Legacy and Inheritance of Account

In the event of the death of a Subscriber:

(a) The deceased Subscriber’s EASTEL account, together with all accumulated incentives, commissions, and wallet balances, may be transferred to a legally recognized next-of-kin, subject to verification and approval by Anchor Communications Sdn. Bhd.;

(b) The next-of-kin shall submit all required supporting documents, including but not limited to the Death Certificate, proof of relationship, and valid identification for verification purposes.

(c) Upon successful verification, the next-of-kin shall assume all rights and obligations associated with the inherited account; and

(d) Should no valid claim be made within twelve (12) months from the date of death, Anchor Communications reserves the right to terminate the account and forfeit any remaining balance, incentive, or commission without further notice or recourse.

  1. SIM Card Policies

MSISDN Lifecycle

  1. Active Status
  • A SIM card shall remain in Active status for a period of thirty (30) days upon activation.
  • Any reload performed shall extend or renew the validity of the MSISDN.
  • Subscribers in Active status shall enjoy full-service functionality, including the ability to make and receive calls, access data services, and send/receive SMS.
  1. Barred Status (90 Days)
  • An MSISDN shall automatically transition from Active to Barred in the following circumstances:
  • Where no reload is performed prior to or upon the expiry of the Active period; or
  • Where a Subscriber requests the MSISDN to be blocked.
  • While in Barred status, the Subscriber shall be permitted only to receive calls and SMS, but shall be restricted from making calls, sending SMS, or accessing data services.
  • A reload of any denomination shall immediately reactivate the MSISDN to Active status.
  1. Suspended Status (30 Days)
  • An MSISDN shall automatically transition from Barred to Suspended where no reload is performed prior to or upon the expiry of the Barred period.
  • While in Suspended status, the Subscriber shall be unable to make or receive calls, send or receive SMS, or access data services.
  • A reload of any denomination shall immediately reactivate the MSISDN to Active status.
  1. Expired Status
  • An MSISDN shall automatically transition from Suspended to Expired where no reload is performed prior to or upon the expiry of the Suspended period.
  • Upon expiry, the MSISDN shall be deemed terminated, and all services shall be irrevocably unavailable, including voice, SMS, and data connectivity.

In the event of account expiry, a reinstatement request may be submitted by the Subscriber, subject always to EASTEL’s terms, conditions, and approval, as follows:

(a) For Mobile Number Portability (MNP) numbers, within seven (7) days from the date of expiry;
(b) For Non-MNP numbers, within twenty-one (21) days from the date of expiry; and\
(c) A minimum reload of Ringgit Malaysia One Hundred (RM100) shall be required for any reinstatement to be processed, failing which the request shall be deemed invalid.

  1. Compliance Note
  • Subscribers are responsible for ensuring timely reloads to maintain uninterrupted service.
  • EASTEL reserves the right to decline reinstatement requests at its sole and absolute discretion.

SIM Activation

  • All SIM activations must comply with MCMC regulations, requiring valid identification (IC/passport).
  • Customers are responsible for providing accurate and up-to-date information during registration.
  • EASTEL reserves the right to reject activations if fraudulent, incomplete, or suspicious details are detected.
  • Activated SIMs are strictly for personal use and may not be resold, transferred, or misused for unlawful activities.

SIM Replacement

  • Customers may request a SIM replacement in cases of loss, theft, or damage.
  • A SIM replacement fee of RM 10 applies for each request, unless stated otherwise under promotions.
  • Replacement SIMs will only be issued upon successful identity verification.
  • The customer’s existing mobile number, airtime balance and mobile plan will be retained, subject to successful activation.
  • EASTEL shall not be liable for loss of contacts, SMS, or data stored on the old SIM card. Customers are encouraged to back up their data.

Number Portability (MNP)

  • Customers may port-in their existing number from another operator to EASTEL, or port-out from EASTEL to another operator, in compliance with MCMC’s Mobile Number Portability rules.
  • Port-in requests are subject to eligibility checks, including identity verification and settlement of outstanding bills with the previous operator.
  • Port-out requests require all EASTEL bills, commitments, or incentive-related obligations to be settled in full before approval.
  • EASTEL reserves the right to reject porting requests if fraud, misuse, or regulatory breaches are detected.

Disclaimer

  • EASTEL shall not be held liable for:
    • Delays in SIM activation, replacement, or porting caused by system downtime, network issues, or third-party operator dependencies.
    • Losses arising from misuse, theft, or unauthorized use of SIM cards.
    • Service interruptions beyond EASTEL’s reasonable control, including regulatory restrictions or technical failures.
  • EASTEL reserves the right to amend these SIM Card Policies at any time without prior notice.

2.Reload and Payment Policies

  1. General
  • All Reload and payment transactions with EASTEL are subject to these Terms & Conditions, in addition to the General Terms of Use.
  • Customers are responsible for ensuring that their account details and payment information are accurate before confirming any transaction.
  1. Manual Reload
  • Customers may perform manual Reloads through EASTEL’s official channels, including the EASTEL App, website, authorized dealers, or partner merchants.
  • Reload values, denominations, and validity periods will be published and may vary from time to time.
  • Reloads are non-transferable and non-refundable once processed, unless proven to be an error caused by EASTEL.
  1. Auto Reload
  • Customers may subscribe to EASTEL’s Auto Reload service, which allows monthly incentives to be automatically deducted and credited as Reload.
  • Auto Reload will be credited on a weekly cycle (4th, 11th, 18th, and 25th of each month), subject to the customer’s settings.
  • A minimum incentive balance of RM30 must be maintained after deductions to qualify.
  • No refunds will be issued once Auto Reload has been processed.
  1. Payment Methods
  • EASTEL accepts payment via online banking (FPX), credit/debit cards, and selected e-wallets, subject to availability.
  • Payments must be made through EASTEL’s official channels only. EASTEL is not responsible for payments made to unauthorized third parties.
  • All payments are processed in Malaysian Ringgit (RM).
  1. Failed Transactions
  • In the event of a failed transaction where payment has been deducted but Reload is not received, customers must provide proof of payment (e.g., bank slip, transaction ID) for verification.
  • Refunds or reversals will only be issued once verification is complete. Processing time may take up to 14 working days, depending on the payment provider.
  • EASTEL is not responsible for delays caused by banks, payment gateways, or third-party systems.
  1. Non-Eligibility
  • EASTEL reserves the right to suspend, or refuse Reload services if fraudulent, suspicious, or abusive activity is detected.
  • Incentives, rebates, or rewards may be withheld in cases of misuse or breach of EASTEL’s policies.
  1. Disclaimer
  • EASTEL shall not be held liable for:
    • Delays in crediting Reloads due to technical issues, system downtime, or third-party service disruptions.
    • Incorrect transactions resulting from customer error (e.g., wrong number entry).
  • EASTEL reserves the right to amend or update these policies at any time without prior notice.

 

  1. Plans, Bundles and Subscriptions

General

  • EASTEL offers prepaid plans, internet bundles, voice and SMS packages, and other value-added subscriptions (“Plans & Bundles”).
  • By subscribing to any EASTEL plan, bundle, or add-on, you agree to be bound by these Terms & Conditions in addition to EASTEL’s General Terms of Use.

Validity

  • Each plan, bundle, or subscription carries a specific validity period, which will be communicated at the point of purchase.
  • Unused data, voice minutes, or SMS will not be carried forward after the validity period, unless explicitly stated under a promotional campaign.
  • Expired balances are non-refundable and non-transferable.

Renewals

  • Some plans and bundles may be set to auto-renew upon expiry if there is sufficient credit balance in your account.
  • Customers may opt out of auto-renewal by updating their subscription settings via the EASTEL App or by contacting customer service.
  • If the account does not have sufficient balance at the time of renewal, the plan or bundle will not be renewed, and standard rates will apply until a new subscription is purchased.

 

Modifications & Upgrades

  • Customers may subscribe to multiple add-ons or bundles concurrently, subject to system compatibility.
  • EASTEL reserves the right to revise, withdraw, or replace any plan, bundle, or subscription at its sole discretion.
  • Changes will be communicated through EASTEL’s official channels, and continued usage will constitute acceptance of the revised terms.

 

  1. Campaigns and Promotions

Eligibility

  • Campaigns are open to all registered EASTEL customers with an active account, unless otherwise stated.
  • EASTEL employees, partners, and their immediate family Subscribers may be excluded where applicable.
  • Participants must comply with the specific eligibility requirements outlined in the individual campaign terms.

Campaign Period

  • Each campaign will run for the duration specified in the official campaign announcement.
  • EASTEL reserves the right to shorten, extend, or terminate a campaign at its sole discretion without prior notice.

Participation

  • By participating in any EASTEL campaign, you agree to comply with these General Terms & Conditions as well as any campaign-specific rules.
  • Participation methods (e.g., Reload, subscription, referral, purchase) will be detailed in each campaign’s specific Terms & Conditions.

Rewards & Incentives

  • Rewards may include but are not limited to airtime, data, eCOMM credits, vouchers, or physical prizes.
  • Rewards are non-transferable, non-exchangeable, and cannot be redeemed for cash, unless stated otherwise.
  • EASTEL reserves the right to substitute any reward with another of equal or greater value without prior notice.

Disqualification

EASTEL reserves the right to disqualify any participant who:

  • Provides false, inaccurate, or incomplete information.
  • Breaches these Terms & Conditions or the campaign-specific rules.
  • Engages in fraudulent, abusive, or suspicious activity (including but not limited to multiple registrations, system manipulation, or referral abuse).

Liability

  • EASTEL shall not be held liable for any loss, delay, or damage (including but not limited to technical errors, system disruptions, or third-party failures) arising from participation in the campaign.
  • All decisions made by EASTEL regarding campaign eligibility, rewards, and disputes are final and binding. No correspondence will be entertained.

Use of Information

  • By participating, you consent to EASTEL using your name, likeness, and/or campaign-related materials for marketing and promotional purposes without further compensation, unless prohibited by law.
  • All personal data will be managed in accordance with EASTEL’s Privacy Policy and applicable data protection laws.
  1. Incentives, Rewards & eWallet

Registration bonus

  1. Eligibility

1.1 The Registration Bonus is open to all active EASTEL Subscribers who successfully register new Subscribers under their referral link.

1.2 Only registrations performed through official EASTEL channels (App, Website, or Authorized Partner Portal) are eligible.
1.3 The referring Subscriber (“Referrer”) must hold an active EASTEL account with valid prepaid status.

  1. Bonus Structure

2.1 Referrers will receive a one-time registration bonus for each successful registration linked to their account.

2.2 The bonus amount is determined by the Referrer’s registration level and the type of number registered, as shown below:

Level

Number of Registrations

Reload RM30 (New Number)

Reload RM30 (MNP Number)

A

1 – 10

RM6

RM8

B

11 – 30

RM7

RM9

C

31 – 50

RM8

RM10

D

51 or more

RM9

RM12

 

  1. Bonus Qualification

3.1 To qualify for the Registration Bonus, the newly registered Subscriber must:

  • Successfully activate their EASTEL SIM card; and
  • Perform a minimum Reload of RM30 (either new number or MNP number) within 30 days of activation.

3.2 Registration without activation or Reload will not be entitled to any bonus.

3.3 Bonuses will be calculated based on verified and completed registrations only.

  1. Bonus Disbursement

4.1 The Registration Bonus will be credited to the Referrer’s EASTEL Wallet on the 18th of the following month after the eligibility criteria are met.

4.2 EASTEL reserves the right to delay or withhold bonus payment if the transaction requires additional verification.

4.3 Bonuses are non-transferable and cannot be exchanged for cash.

  1. Fraud & Misuse

5.1 Any attempt to manipulate or abuse the registration system (including but not limited to fake accounts, self-registrations, or fraudulent activity) will result in immediate disqualification.

5.2 EASTEL reserves the right to revoke any bonuses awarded under suspicious or non-compliant circumstances.

  1. General Conditions

6.1 EASTEL reserves the right to amend, suspend, or terminate this bonus program at any time without prior notice.

6.2 In the event of any dispute, EASTEL’s decision shall be final and binding.

6.3 All matters are governed by Malaysian law and regulations issued by the Malaysian Communications and Multimedia Commission (MCMC).

Reload Incentive

  1. Eligibility

1.1 The Monthly Reload Incentive (“Incentive”) is open to all active EASTEL Subscribers who have registered as part of the EASTEL Referral and Commission Program.
1.2 Only Subscribers with valid and active EASTEL accounts who meet the minimum reload and performance criteria are eligible.
1.3 All participants must comply with EASTEL’s Terms of Service, MCMC Guidelines, and Anti-Pyramid Policy.

  1. Incentive Structure

2.1 Incentives are awarded based on the subscriber’s level within the EASTEL program and the reload performance of their network.
2.2 The following table outlines the overall structure of monthly reload incentives:

Member’s level

Elite Member

Ambassador Member

Senior Ambassador

Territory Senior Ambassador

1

13%

13%

13%

13%

2

3%

3%

3%

3%

3

8%

8%

8%

8%

4 to 8

Not entitle

1.5%

1.5%

1.5%

9 to 13

Not entitle

1%

1%

14 & more

Not entitle

Upgrade Criteria

Register SIM

Achieve RM500 Incentive

Achieve RM3,500 Incentive

Achieve RM10,000 Incentive
  1. Qualification & Calculation

3.1 Incentives are calculated monthly based on verified and successful reload transactions performed by Subscribers within the Referrer’s network.
3.2 Each reload transaction must be a minimum of RM30 to qualify for commission.
3.3 The monthly reload performance is tracked through the EASTEL system; manual or offline submissions will not be entertained.
3.4 Incentives are computed after deducting any refunds, reversals, or non-compliant transactions.

  1. Payout & Disbursement

4.1 Incentive payouts will be credited into the Subscriber’s EASTEL Wallet on the 18th of the following month.
4.2 Payouts are subject to achieving a minimum monthly commission threshold of RM30 before disbursement.
4.3 If the minimum threshold is not achieved, the payout will be carried forward to the next month.
4.4 However, in the following month, the Subscriber must perform double the minimum reload (RM60) to qualify for payout, unless otherwise approved by EASTEL Management.

  1. Upgrade & Maintenance of Rank

5.1 Rank upgrades are determined based on total accumulated reload incentives achieved within the program period.
5.2 Management reserves the right to review, downgrade, or revoke any rank due to inactivity, policy violations, or misuse of the program.
5.3 Any subscriber found engaging in fraudulent activity, self-registration, or non-genuine reloads shall forfeit all earned incentives.

  1. General Conditions

6.1 EASTEL reserves the right to modify, suspend, or terminate this Incentive Program, or to adjust percentages, criteria, and payout schedules without prior notice.
6.2 All computations and decisions made by EASTEL shall be deemed final and binding.
6.3 Incentives are non-transferable, non-refundable, and cannot be converted to cash outside the EASTEL Wallet ecosystem.
6.4 This program is governed by the laws of Malaysia and all applicable guidelines set by the Malaysian Communications and Multimedia Commission (MCMC).

Personal Reload Requirement

 

Descriptions 

Remark 

a. 

Minimum Reload 

Each ranking will require to have minimum reload to qualify for Reload incentive:

i) Executive Subscriber – RM30

ii) Ambassador Subscriber – RM60

iii) Senior Ambassador – Rm80

iv) Territory Senior Ambassador – RM100

v) Executive Partner – RM200

vi) Legendary Partner – RM200

 

b. 

Reload Denomination 

Personal Reload Requirement can be cumulative within 1 calendar month 

c. 

Forfeiture  

Subscribers who do not meet the personal reload requirement will not qualify for incentive 

 

Incentive Payout

 

Descriptions 

Remark 

a. 

Disbursement Date and Method 

Incentive will be disbursed every 18th of following month to Subscriber’s EASTEL Wallet.

b. 

Processing Fee 

A processing fee of RM3.00 will be charged for each disbursement transaction 

c. 

Disbursement Threshold 

Any incentive earned in a month that is less than RM30 will not be be credited to the EASTEL wallet and will be carried forward to next month

If a Subscriber fails to perform the prescribed minimum monthly reload, any unclaimed incentive or payout for that month will be carried forward to the following month.

 

In the subsequent month, the Subscriber must perform double the minimum reload amount in order to qualify for the payout.

If the Subscriber again fails to meet the required reload in the following month, the requirement will increase to triple the minimum reload amount for entitlement.

Should the Subscriber continue to default, the Management reserves the right to forfeit the incentive or require written approval from Management for any exception.

d. 

Forfeiture  

I) Subscribers who do not meet the minimum reload requirement will not qualify for incentive 

II) Subscribers who breach the company’s compliance terms 

III) Subscribers who perform fraud registration 

IV) Subscribers who have ported out prior to the incentive disbursement 

v) Account status not active

 

Incentive Calculation

 

Descriptions 

Remark 

a. 

Calculation Basis 

Incentive calculations are solely based on reloads 

Example : For a RM100 reload, a 15% contribution (equivalent to RM15) will be given to the relevant promoter 
(regardless the reload amount has been impose SST charges for passport holder) 

 

 

EWallet

  • EASTEL provides two distinct digital wallets for Subscribers:
    1. EASTEL Wallet (Whitelist Wallet) – a primary wallet for incentives, campaign prizes, reloads, withdrawals, and payments.
    2. eCOMM Wallet (Closed Wallet) – a dedicated ecosystem wallet for incentive transfers, with exclusive benefits.
  • By using these wallets, Subscribers agree to the terms in this policy, in addition to EASTEL’s Master Terms & Conditions.

EASTEL Wallet (Whitelist Wallet)

Crediting of Incentives & Rewards

  • All incentives, commissions, and campaign prizes will be credited into the EASTEL Wallet.

Usage

  • EASTEL Wallet balance may be used for:
    • Mobile Reloads and plan subscriptions.
    • Transactions within the EASTEL App and approved partner services.
    • Transfers into the eCOMM Wallet (see Section 3).

Withdrawals

  • Subscribers may withdraw funds from the EASTEL Wallet into their registered bank account.
  • Each withdrawal transaction is subject to an administrative charge of RM3.00, unless expressly exempted under promotional terms. Processing time is up to 3 working days.

eCOMM Wallet (Closed Wallet)

Transfers from EASTEL Wallet

  • The eCOMM Wallet can only be funded via transfers from the EASTEL Wallet (incentive balance).
  • Direct reloading via bank, card, or external channels is not permitted.

Incentive Multiplier

  • Transfers from the EASTEL Wallet into the eCOMM Wallet receive an exchange of 1:1:5 boost.
    • Example: RM2400 transferred = RM3600 credited in eCOMM Wallet.

Usage

  • eCOMM Wallet balances may be used exclusively within the ecosystem, including:
    • eCOMM marketplace purchases.
    • Mobile services within the eCOMM Market.
    • Any other services introduced by EASTEL from time to time.

Restrictions

  • eCOMM Wallet balances are non-withdrawable and non-reloadable via external means.
  • Balances can only be transferred between EASTEL Subscribers within the eCOMM ecosystem.
  • eCOMM Wallet funds cannot be converted back into the EASTEL Wallet or cash.

Fair Usage & Anti-Abuse

  • Subscribers must use both wallets in good faith. The following are strictly prohibited:
    • Creating multiple or fake accounts to exploit incentives.
    • Circular transfers or coordinated “incentive farming” among groups.
    • Using bots, automation, or fraudulent methods to trigger wallet credits.
  • EASTEL reserves the right to suspend, terminate, or forfeit balances of accounts found in breach without prior notice.

Liability

  • Subscribers are responsible for safeguarding their accounts, devices, and login credentials.
  • EASTEL is not liable for losses caused by unauthorized access, password sharing, or negligence.
  • EASTEL is not responsible for delays caused by banks, payment gateways, or third-party systems.

Amendments

  • EASTEL reserves the right to amend this policy at any time without prior notice.
  • Continued use of the EASTEL Wallet or eCOMM Wallet constitutes acceptance of such amendments.

DISCLAIMER

  • The EASTEL Wallet and eCOMM Wallet are closed-loop stored-value facilities operated solely within the EASTEL ecosystem and issued by Anchor Communications Sdn. Bhd. (Company No. 1566613-W). These wallets are provided for the purpose of facilitating transactions, rewards, and incentives within EASTEL’s designated digital platform only.

 

  • The EASTEL Wallet and eCOMM Wallet do not constitute deposit, investment, or savings products under the Financial Services Act 2013, and are not subject to prudential supervision or regulation by Bank Negara Malaysia.

 

  • Funds or credits maintained in these wallets are non-redeemable for cash, non-transferable outside the EASTEL ecosystem, and not protected by Perbadanan Insurans Deposit Malaysia (PIDM). Users are encouraged to utilise wallet balances solely for legitimate transactions and services within EASTEL’s authorised channels.

 

  1. Non-Competition and Non-Solicitation (for Agents/Partners)

General

  • This policy applies to all EASTEL agents, distributors, resellers, and business partners.
  • By registering as an EASTEL Agent/Partner, you agree to comply with these obligations in addition to EASTEL’s General Terms & Conditions.

Non-Solicitation of Customers

  • Agents and Partners shall not, during the term of their agreement with EASTEL and for a period of twelve (12) months thereafter, directly or indirectly:
    • Solicit or attempt to solicit EASTEL customers to terminate their subscriptions.
    • Divert or attempt to divert customers to another service provider using EASTEL’s confidential information, incentives, or platforms.

 

Non-Solicitation of Employees & Partners

  • Agents and Partners shall not, during the term of their agreement and for a period of twelve (12) months thereafter:
    • Recruit, solicit, or induce EASTEL employees, agents, or service centres to leave or reduce their business relationship with EASTEL.
    • Engage in conduct intended to disrupt EASTEL’s agent network or partner ecosystem.

Confidentiality

  • Agents and Partners shall treat all information obtained through their relationship with EASTEL (including customer data, business strategies, commission structures, and marketing materials) as strictly confidential.
  • Such information may not be disclosed, duplicated, or used for personal or third-party benefit without EASTEL’s written consent.

Enforcement

  • EASTEL reserves the right to investigate and enforce this policy. Breaches may result in:
    • Suspension or termination of agent/partner status.
    • Forfeiture of commissions, incentives, and rewards.
    • Legal action to recover damages caused by the breach.

 

  1. Service Quality and Fair Usage

General

  • EASTEL is committed to providing reliable mobile, data, and digital services to all customers.
  • This Fair Use Policy (“FUP”) ensures that services are used responsibly and fairly, so no individual’s usage negatively impacts other users or the overall network quality.
  • By subscribing to EASTEL services, customers agree to abide by this policy in addition to EASTEL’s General Terms & Conditions.

 

Service Quality Commitment

  • EASTEL strives to maintain a high level of service quality, including stable network performance, fair access to bandwidth, and transparent pricing.
  • Network availability may vary depending on location, device compatibility, third-party dependencies, and external factors beyond EASTEL’s control.

 

Fair Usage of Data, Voice & SMS

  • Unlimited or high-volume data, voice, or SMS packages are subject to fair usage thresholds as determined by EASTEL.
  • If thresholds are exceeded, EASTEL reserves the right to:
    • Reduce browsing speeds,
    • Apply usage caps,
    • Restrict certain activities (e.g., hotspot/tethering), or
    • Suspend service in severe abuse cases.

 

  • Activities considered misuse or abuse include but are not limited to:
    • Use of SIMs for bulk messaging, spamming, or auto-dialing.
    • Continuous peer-to-peer downloading or streaming that degrades network quality for others.
    • Using consumer plans for commercial purposes or machine-to-machine (M2M) traffic not intended under the plan.

 

Prohibited Usage

Customers must not use EASTEL services for:

  • Illegal, fraudulent, or unlawful purposes.
  • Reselling or redistributing EASTEL services without authorisation.
  • Interfering with, disrupting, or damaging EASTEL’s network or systems.
  • Engaging in activities that may harm other users’ experience or EASTEL’s reputation.

 

Enforcement

  • EASTEL reserves the right to investigate suspected breaches of this policy.
  • Breaches may result in:
    • Temporary or permanent service suspension,
    • Restriction of access to certain features,
    • Forfeiture of incentives, rewards, or balances, and/or
    • Termination of account without refund.

 

Disclaimer

  • While EASTEL makes every effort to maintain service quality, no guarantee is always provided for uninterrupted or error-free service.
  • EASTEL shall not be held liable for service disruptions caused by network maintenance, system upgrades, third-party failures, or events beyond its control.
  • EASTEL reserves the right to amend or update this Service Quality & Fair Use Policy at any time without prior notice.

 

  1. Termination and Suspension

General

  • EASTEL reserves the right to suspend or terminate customer accounts, services, or partnerships where necessary to protect its network, community, and business interests.
  • By using EASTEL’s services, customers agree to the conditions below in addition to EASTEL’s General Terms & Conditions.

 

Suspension of Services

EASTEL may temporarily suspend services without prior notice if:

  • Payments are overdue or insufficient balance is maintained.
  • Fraudulent, abusive, or suspicious activity is detected.
  • There is misuse of services in breach of the Fair Use Policy (FUP).
  • Technical, operational, or regulatory issues require temporary suspension.
  • Customer details or documents provided are incomplete, inaccurate, or unverified.

 

Termination of Services

EASTEL may permanently terminate an account or service if:

  • The customer persistently breaches EASTEL’s Terms & Conditions.
  • Fraud, identity theft, or illegal activities are confirmed.
  • The account has been inactive for more than 12 months.
  • The customer engages in non-competition or non-solicitation violations as defined under EASTEL policies.
  • Regulatory authorities require EASTEL to terminate the service.

 

Customer-Initiated Termination

  • Customers may request termination of their EASTEL account or service at any time by providing official notice through EASTEL’s designated channels.
  • Upon termination, all unused balances, incentives, rewards, or eCOMM Wallet credits will be forfeited unless otherwise stated.
  • Outstanding obligations (including unpaid charges, contractual commitments, or policy breaches) must be settled before termination is processed.

 

Consequences of Suspension or Termination

  • During suspension, customers may temporarily lose access to services, rewards, or incentives until issues are resolved.
  • Upon termination:
    • The customer’s number may be disconnected or recycled in accordance with regulatory requirements.
    • All commissions, incentives, or pending rewards may be forfeited.
    • EASTEL reserves the right to pursue legal action to recover losses or damages caused by policy breaches.

 

Disclaimer

  • EASTEL shall not be liable for any loss, damage, or inconvenience suffered by customers as a result of suspension or termination under this policy.
  • EASTEL reserves the right to amend this Termination & Suspension Policy at any time without prior notice. Continued use of EASTEL services constitutes acceptance of the revised terms.

 

  1. Disclaimers and Liability

General Disclaimer

  • EASTEL strives to provide reliable services and accurate information across all platforms. However, all services are provided on an “as is” and “as available” basis.
  • EASTEL does not warrant that services will be uninterrupted, error-free, or immune from delays, disruptions, or system failures.

 

Limitation of Liability

  • EASTEL shall not be liable for any indirect, incidental, consequential, or special damages (including loss of income, business opportunities, or data) arising from the use or inability to use its services.
  • EASTEL is not responsible for failures or delays caused by:
    • Third-party service providers (e.g., banks, payment gateways, couriers, network operators).
    • Events beyond EASTEL’s reasonable control, including natural disasters, strikes, government actions, or system outages.

 

Customer Responsibility

  • Customers are responsible for safeguarding their accounts, devices, and login credentials.
  • EASTEL shall not be held liable for losses caused by unauthorized access due to customer negligence (e.g., password sharing, device theft).
  1. Amendments & Updates

Right to Amend

  • EASTEL reserves the right to amend, update, or revise any of its Terms & Conditions, policies, and product offerings at its sole discretion.
  • Such amendments may include changes to pricing, plans, incentives, or usage policies.

Communication of Changes

  • Updates will be published through EASTEL’s official channels, including the EASTEL website, mobile application, and/or direct customer notifications.
  • Customers are encouraged to review the Terms & Conditions periodically to stay informed of the latest policies.

Effect of Changes

  • Continued use of EASTEL’s services after the publication of amendments constitutes acceptance of the revised Terms & Conditions.
  • If a customer disagrees with any changes, their sole remedy is to discontinue use of EASTEL’s services, subject to any outstanding obligations.