According to a Zalo representative, the platform requires certain user data as outlined in its Terms of Service to ensure stable service performance, deliver application features, and safeguard user accounts. The company emphasized that data is only used for the purposes explicitly stated.

“Citizen ID information is collected in a limited number of cases, solely for purposes such as account verification and fraud prevention. The handling of such data always complies with legal regulations,” the representative said.

Additionally, Zalo is legally obligated to request information about family relationships in order to verify legal guardianship and protect the rights of users under 16 years old, the platform clarified.

Zalo's stance on data protection

In addressing user privacy concerns, Zalo stated: “Our system meets the international ISO/IEC 27001:2022 information security standard, certified by BSI. This globally recognized standard ensures comprehensive data protection. We also comply fully with Vietnamese legal requirements regarding information safety and personal data protection.”

The company further noted it is seeking government approval to implement end-to-end encryption (E2EE) to enhance the security of private messages on Zalo.

Regarding data sharing with third parties, Zalo confirmed that no data is shared without user consent. For example, when accessing third-party applications via Zalo, users are shown a prompt and must actively agree to share data.

“Users can always view and revoke data sharing permissions for each app under the 'Manage Permissions' section in Zalo,” the company added.

Zalo also stated that it does not store the content of messages or calls between users, and commits to never using such content for any purpose.

User rights and control over personal data

Zalo emphasized that users have the right to access, update, and adjust privacy settings directly within the app. If users have questions or concerns related to personal data rights, they can contact Zalo via email at feedback@zalo.me.

In accordance with Vietnam’s personal data protection laws, Zalo declared that it will delete any previously collected data for users who do not agree to the updated Terms of Service.

“To comply with the law, Zalo can only process data and provide services with your consent. If you do not agree, we are legally required to delete your data, even if we wish to continue serving you,” the company explained.

Finally, Zalo affirmed that no further action is needed from users who have already agreed to the updated terms.

“Users can continue using Zalo as normal. The update requires no additional steps if you’ve already given consent,” the platform stated.

Hai Phong