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PETALING JAYA: Tealive has apologised for the alleged leak of a customer’s personal information, pledging to review and strengthen its internal procedures to prevent a repeat of such an incident.

The customer in question had initially made a complaint about the service at one of the bubble tea brand’s outlets in the capital.

Tealive said that in line with its standard process, the case was handed over to the area manager responsible for the outlet to reach out to the customer and take the appropriate action.

It said a screenshot of the feedback containing the customer’s contact information was inadvertently shared with the outlet team, leading a staff member to reach out to the customer directly.

“Such conduct is a violation of our standard operating procedures and does not reflect the values we uphold as a brand,” it said in a statement.

“Although we have contacted the affected customer privately, we would also like to take this opportunity to publicly express our sincere apologies.

“Despite this being an isolated case, we sincerely regret what has transpired. Rest assured, we are dedicated to protecting our customers’ personal data, to be in full compliance with applicable laws and regulations.”

In a video posted on Instagram yesterday, the customer alleged that the outlet staff did not follow proper SOPs regarding hygiene and took too long to prepare his order, despite several employees chatting and using their mobile phones.

He claimed a woman he did not know reached out to him via WhatsApp about the complaint to defend the staffs’ behaviour, and was hostile to him in the conversation.

“How is Tealive headquarters carrying out their job and leaking information of customers who complain in this manner? And who is this woman?” he said.

Tealive said a thorough inquiry would be conducted and the appropriate disciplinary action taken against the staff involved.

It said it would immediately review and strengthen its internal procedures to prevent a recurrence, and ensure ongoing training for all employees to reinforce the importance of privacy and customer care. - FMT