Abuse and Copyright Complaints

1. What we act on

• Phishing pages and fraudulent websites
• Malware distribution and command-and-control infrastructure
• Spam originating from our network
• Copyright and trade mark infringement
• Content that is unlawful under Malaysian law or, where the service is hosted in Singapore, Singapore law
• Child sexual abuse material, which is escalated immediately to the authorities
• Network attacks originating from our servers

2. What we cannot help with

We are the hosting provider, not the publisher. We cannot arbitrate defamation claims, contract disputes between you and one of our clients, or disagreements about the accuracy of published content. Those need a court order or agreement between the parties. We will act on a valid order from a Malaysian court or a competent authority.

3. What to include in a report

We can only act on reports that let us identify the content. Please include:

• the full URL or URLs, not just the domain;
• the IP address, if you have it;
• a clear description of the problem;
• evidence, such as full email headers for a spam report, or a screenshot;
• the date and time you observed it, with time zone;
• your name and a working email address for follow-up.

4. Copyright complaints

A copyright complaint must additionally include:

• identification of the work you say has been infringed;
• identification of the material on our servers that you say infringes it;
• a statement that you own the rights or are authorised to act for the owner;
• a statement that the information in your notice is accurate;
• your physical address and telephone number;
• your signature, electronic or physical.

Notices under the Copyright Act 1987 as amended should be sent to the address on this page. Incomplete notices will be returned rather than actioned.

5. What happens next

Stage	Timeframe
We acknowledge your report	Within 2 working days
We assess and, where valid, notify the account holder	Within 5 working days
Account holder given opportunity to remove or respond	Usually 48 hours
We act if unresolved, and tell you the outcome	Within 10 working days of the report
Urgent cases: phishing, malware, child safety	Immediate suspension, no prior notice

We will tell you what we did. We will not disclose the account holder's personal details without a court order, as we are bound by the Personal Data Protection Act 2010.

Where the content is in an account created by one of our resellers, the account holder we notify is the reseller, who is responsible for dealing with their client.

6. If you are the account holder

If content of yours has been removed or suspended and you believe the complaint is mistaken, you may send a counter-notice to abuse@paduhost.com setting out why, with any evidence. We will pass it to the complainant. If they do not commence proceedings within a reasonable period, we will normally restore the content.

If you bought your hosting from one of our resellers, contact the reseller first. They hold the account with us and can raise it on your behalf.

We do not adjudicate the underlying dispute. Where the parties disagree in good faith, the matter needs a court, not a hosting provider.

7. Repeat infringers

Accounts that are the subject of repeated valid complaints will be terminated. No refund is due on termination for breach of the Acceptable Use Policy.

8. Law enforcement

Requests from law enforcement should be sent to admin@paduhost.com on official letterhead. We respond to lawful requests from Malaysian authorities and to valid mutual legal assistance requests. We will preserve data on request pending formal process.

9. Bad faith reports

Submitting a knowingly false report to have a competitor's site taken down wastes our time and may expose you to liability. We record the source of every report and will decline to act on reports from a source with a pattern of bad faith submissions.