1. At a glance
- SMSGELY responds to valid legal requests from courts, law-enforcement agencies and regulators as required by applicable law.
- Requests should be in writing, on official letterhead, with a reference number, legal basis, clear scope and a contact person.
- We check every request for validity and scope, and disclose only what the law requires.
- We can preserve data on a lawful request while formal process is completed.
- Emergency requests involving a risk to life or serious harm are handled case by case.
2. Who this page is for
This page is for courts, law-enforcement agencies, regulators and other authorities that need information from SMSGELY or need us to take action on an account. If you are a customer or a member of the public, please see the links in section 11 instead.
3. What we can respond to
SMSGELY may respond to:
- court orders, warrants and similar judicial process;
- written requests from law-enforcement agencies acting under their legal powers;
- requests and directions from regulators with authority over telecom or messaging services; and
- requests to preserve data while formal legal process is obtained.
We respond as required by applicable law. Not every request is accepted automatically: a request that is unclear, too broad, lacks a legal basis or is not from a competent authority may be refused or returned for clarification.
4. How to submit a request
Send your request in writing, on official letterhead, using the legal contact shown on this page or the contact details on our Contact page. Requests sent through general support channels or social media may be delayed.
We do not accept requests made only by phone, except in emergencies (see section 9), and we may contact the issuing office through its official channels to confirm that a request is genuine.
5. What to include
To help us respond quickly, please include:
- the name of the issuing authority, office and officer, with official contact details;
- a reference or case number and the date;
- the legal basis for the request (the law and provision relied on, or the court order);
- the account, phone number, Sender ID, email address or other identifier concerned;
- the specific information or action requested, and the date range; and
- any deadline, and whether the customer must not be told about the request.
Requests should be as narrow as possible. Broad requests for "all data" are likely to be returned for clarification.
6. How we review requests
For each request we check:
- that it is genuine and comes from an authority with the power to make it;
- that it has a proper legal basis and follows the required procedure; and
- that its scope is clear and proportionate.
We disclose only the information the law requires us to provide in response to the specific request. We may ask for clarification, narrow the scope or object to a request that does not meet legal requirements.
7. Data preservation
On a lawful request, we can place a legal hold on an account so that relevant records are preserved and not deleted under our normal retention schedule or in response to a deletion request, while the authority obtains formal process. Bangladesh law, including the Cyber Security Act 2026, gives authorities powers to require service providers to preserve data for set periods. Preservation does not mean disclosure; disclosure still requires valid legal process.
8. Customer notice
Our general practice is to tell customers about requests for their information so that they can seek legal advice, unless the law or a court order prohibits this, or notice would put someone at risk, harm an investigation or be otherwise unsafe. We may give notice after a prohibition ends.
9. Emergency requests
If there is an imminent risk of death or serious physical harm, an authority may make an emergency request. We handle these case by case and may disclose limited information where we believe in good faith that this is necessary to prevent the harm and that the law allows it. We will ask for the request to be confirmed in writing as soon as possible afterwards.
10. What we do not publish
To protect our customers, recipients and the integrity of investigations, we do not publish operational details about how we handle individual requests, the internal systems we use, or the specific data held about any account. We may publish general information about requests in future.
11. Other kinds of request
- Abuse, spam or fraud reports from members of the public or businesses should be made through our abuse report form. See our Abuse Reporting Policy.
- Customers asking about their own data should follow our Privacy Policy or contact Support in their dashboard.
- Recipients who no longer want messages can reply as instructed in the message or use the abuse report form.
12. Contact
Please contact us using the legal contact shown on this page or the contact details on our Contact page. Clearly mark the request as a legal request and include the information listed in section 5.
If there is any inconsistency between the English and Bangla versions of this page, the version designated by SMSGELY after legal review will apply.
13. Important notice
SMSGELY provides messaging infrastructure and related technology services. Customers remain responsible for message content, recipient lists, recipient consent, sender identity and authorisation, campaign legality, applicable marketing, telecom and data-protection rules, and all applicable laws and regulations. SMSGELY does not authorise unlawful use of the platform.
SMSGELY operates subject to applicable laws, regulations, telecom-provider requirements and contractual restrictions.