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| Please
follow these guidelines for your safety as you enjoy the
convenience of technology. However these guidelines are
general; therefore, specific precautions may be taken as
warranted by the situation and technology. |
|
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| Choosing
PIN |
| 1 |
Do
not use a number or numbers that can obviously be
associated with you - for instance your telephone
number, birthday, your street number, driving license
number or popular number sequences (such as 786 or
2005 or 1111). |
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| 2 |
Ideally
choose a random combination of numbers – this
is the hardest for a criminal to guess. If this is
difficult for you to remember then perhaps use a combination
of double numbers e.g.99 along with two others that
have some meaning for you. |
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| 3 |
Change
PIN number at frequent intervals. |
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|
| Keeping Your PIN a Secret |
| 1 |
Do
not allow anyone else to use your card, PIN or other
security information. |
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| 2 |
Always
memorize your PIN and other security information. If
the PIN you are provided with is difficult to remember,
change it to something more memorable at a cash machine
as soon as possible. |
| |
| 3 |
Always
take reasonable steps to keep your card safe and your
PIN secret at all times. Neither your bank nor any agency
is authorized to ask you to disclose your PIN. |
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| 4 |
Never
write down or record your PIN or other security information
on card or at a place easily accessible by others. |
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|
| Precautions While Using ATMs (Automated Teller Machines) |
| Automated
Teller Machines (ATMs) provide a fast and convenient banking
alternative for account holders. You can bank when you want
and where ever you want because locations are so convenient.
In order to mitigate risks of theft & frauds we're providing
these ATM safety tips to help protect you and your account.
Remember, ATM theft can occur in two ways; |
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| 1 |
Unauthorized
withdrawals from an account or |
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| 2 |
The
physical theft of cash as a person completes a transaction.
The following advice for cardholders using cash machines
will help minimize the chances of becoming a victim
of such incidences. |
|
|
| Choosing an ATM |
| 1 |
Always
observe your surroundings before conducting an ATM
transaction. If you see anyone or anything that appears
to be suspicious, cancel your transaction and leave
the area at once. If there is anything unusual about
the cash machine, or there are signs of tampering,
do not use the machine and report it to the bank immediately. |
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| 2 |
After
dark, only use ATMs that are well-lighted. |
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| 3 |
If
possible, choose a machine in a busy area. A heavily
trafficked location means additional security. |
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| 4 |
If
you are followed after using an ATM, seek a place
where people, activity and security can be found. |
|
|
| Using
an ATM |
| 1 |
Use
your body to block the view of your transaction. Especially
as you enter your PIN and take your cash. If necessary,
ask a person to leave, even if that person is just
curious. If the ATM is in use, give the person using
the machine the same privacy you expect. Allow them
to move away from the ATM before you approach the
machine. |
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| 2 |
Do not accept
help from strangers and never allow yourself to be
distracted. |
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| 3 |
A number of banks
have established call centers to provide customer
support. Inform them in case you have any problem
and obtain a complaint number. |
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| 4 |
While paying the
utility bills on ATM check the transactions details
with the billed amount, customer ID on original bill.
Keep the transaction slip safe so that it can be referred
to if the paid amount appears as arrears in next billing
cycle. |
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| 5 |
Focus your attention
on ATM screen and take due care in the selection of
buttons (touch the parallel area in case the screen
is sensor one) to ensure the execution of desired
transaction / funds transfer. Before pressing / touching
the keyboard button enter the required information
cautiously. If you pressed / touched wrong button
then transaction reversal is not possible. |
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|
| Leaving an ATM |
| 1 |
After
completing transaction, remember to take your card
back. |
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| 2 |
Once
you have completed a transaction, discreetly put your
money and card in your pocket before leaving the cash
machine. Do not count cash at ATM machine. |
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| 3 |
If
the cash machine does not return your card, report
its loss immediately to your bank. |
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| 4 |
Don't
discard your receipts and mini-statements or balance
inquiry slips which contain important information.
You get a receipt every time you make an ATM transaction. |
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| 5 |
Tear
up or preferably shred your cash machine receipt,
mini-statement or balance enquiry when you dispose
them of. |
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|
| Precautions While Using Point of Sales (POS) |
| 1 |
Banks
usually watch the cards transactions at point of sale
(POS), to sort out if there are any unusual transactions,
for the safety of customers and risk aversion. In such
circumstances you may be contacted by your bank for
authentication and confirmation of transactions. You
are required to confirm your genuine transactions but
do not disclose your PIN, Password etc. Such
vigilance at both ends will bring synergy in the security
of e-banking. |
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| 2 |
Always
check your credit card when returned to you after the
purchase. |
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|
| Safe
Internet Transactions / Shopping Virtually and with your Cards |
| 1 |
On
the top of everything customers should make themselves
familiar with the possible internet frauds. They should
not be convinced by the persuasive and attractive
traps of hackers. |
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| 2 |
Keep software
updated (operating systems and browsers) because fraudsters
and malicious hackers are very clever and have found
vulnerabilities in software’s (windows and browsers).
Both institutions and customers should ensure that
operating and browser softwares are kept upto date
using legitimate upgrades and patches issued by the
legitimate software vendors. |
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| 3 |
Make sure your
computer has up-to-date anti-virus software and a
firewall installed. Firewalls can monitor both incoming
and outgoing internet traffic and anti-virus will
protect your computer against Trojan and worm attacks. |
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| 4 |
Make sure your
browser is set to the highest level of security notification
and monitoring. The safety options are not always
activated by default when you install your softwares
on your computer. |
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| 5 |
Two of the most
popular browsers are Microsoft Internet Explorer and
Netscape Navigator. Check that you are using a recent
version - you can usually download the latest version
from these browsers' websites. |
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| 6 |
Only shop at secure
websites - ensure that the security icon, the locked
padlock or unbroken key symbol, is appearing in the
bottom right of your browser window before sending
your card details. |
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| 7 |
The beginning
of the retailer's Internet address will change from
'http' to 'https' when a purchase is made using a
secure connection. |
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| 8 |
Use sites you
can trust, for example sites you know or that have
been recommended to you or that carry the Trust logo. |
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| 9 |
Click on the security
icon to ensure that the retailer has a valid encryption
certificate - the address on this certificate should
conform to the address on the address bar. The certificate
should ensure the identity of the website and the
current day's date should be within the validity dates
of the certificate. |
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| 10 |
Keep your personal
information safe – always be wary of e-mails
asking you to click on a link or confirm your details.
Reputable retailers, banks etc. would never ask you
to disclose or confirm sensitive personal or security
information, including your PIN. If in doubt, phone
the organization first. |
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| 11 |
Avoid signing
up for junk mail – this may result in pre-filled
application forms being sent to an address long after
you’ve moved out. |
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| 12 |
Print out your
order and keep copies of the retailer's terms and
conditions, returns policy, delivery conditions, postal
address (not a post office box) and phone number (not
a mobile number). There may be additional charges
such as local taxes and postage, particularly if you
are purchasing from abroad.
When buying from overseas remember that it may be
difficult to seek redress if problems arise, but having
all the aforementioned information will help your
card issuer take up your case if you subsequently
have any difficulties. |
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| 13 |
Ensure you are
fully aware of any payment commitments you are entering
into, including whether you are instructing a single
payment or a series of payments. |
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| 14 |
In case you pay
your utility bills using virtual banking facility,
ensure that user name, customer ID, amount billed
are exactly the same as in the bill sent to you by
your company. The transaction receipt may be saved
on the hard disk and may be printed as well. It can
be referred to in case of mismatch with the internet
transaction history or the already paid bill may reappear
in next
billing cycle. |
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| 15 |
If you have any
doubts about giving your card details, find another
method of payment. |
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| 16 |
If you regularly
make transactions over the Internet consider opening
a separate credit card account specifically for these
transactions. |
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| 17 |
Keep your passwords
secret. Some online stores may require you to register
with them via user name and password before buying.
Online passwords, including, the one, verified by
your issuer, should be kept secret from outside parties
the same way you protect your Card PIN. Keep the login
information
safe and secret. |
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| 18 |
Never send payment
information via email. Information that travels over
the Internet (such as email) is not fully protected
from being read by outside parties. The most reputable
merchant sites use encryption technologies that will
protect your private data from being accessed by others
as you conduct an online transaction. |
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| 19 |
Never click on
Hyperlinks within e-mails. If you are sure that the
company is genuine then directly type in the URL in
the internet browser address bar, or call the company
on a contact number previously verified or known to
be genuine. |
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| 20 |
Don’t let
websites or merchants store your card information.
The exchange of encrypted transactions will be better
than to allow the storage of identity information
on data bases. |
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|
| Checking
Statements |
| 1 |
Ensure
receiving of statement from your bank regularly. In
case you do not receive statement, contact your bank
for a copy of bank statement. |
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| 2 |
It
is recommended that mini-statements are regularly produced
for reconciling transactions. |
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| 3 |
Reconcile
your transactions regularly with statements (Bank Statement
or Mini-Statement). |
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|
| Fraudulent E-mails |
| 1 |
Fraudulent
email may bear the authentic trademarks, logos, graphics
and URLs of the spoofed company. |
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| 2 |
The
HTML tags behind the link will reveal that the underlying
URL usually does not link to a page within the authentic
domain. |
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| 3 |
The
email requests confidential or personal information
(such as PIN, four digit number, account number etc). |
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| 4 |
It
may request immediate action to keep accounts or cards
activated so as to use it for some fraudulent purposes. |
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| 5 |
The
linked web site may not provide secure and authenticated
communication (i.e. it does not show the closed padlock
at the bottom of the web browser). |
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| Only Open and Respond to E-mails that Pass Some Basic Tests, such as |
| 1 |
Is
the email from somebody you know? |
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| 2 |
Have
you received emails from this sender before? |
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| 3 |
Were
you expecting email with an attachment from this sender? |
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| 4 |
Does
email from this sender with the contents describe
in the subject line and the name of the attachment
makes sense? |
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| 5 |
Does
this email contain a virus? |
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| Protection
of Cards and Personal Information |
| 1 |
Shield
your card properly and follow basic principles of
card storage. Cards are sensitive to mechanical, electromagnetic,
sun impacts and can be pictured using cameras if left
in plain view. |
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| 2 |
Avoid
to submit personal details for lucky draws even if
these are from reputed organizations. Normally the
organizations do not accept responsibility in case
of theft of personal information which may cause loss
to the card holder. |
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| 3 |
Your
bank would only ask for specific characters within
your password, not the whole password. Ask them for
their phone number, check it and call them back. Also,
be wary of responding to e-mails requesting information.
If in doubt, ask for proof of identity or undertake
your own checks. Never disclose your PIN to anyone. |
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| 4 |
Sign
on the back of your new card as soon as you get it. |
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| 5 |
Carry
fewer cards. It will reduce the risk of stealing. |
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| 6 |
In
case of multiple cards make a list of all your cards
and their numbers and keep it in a safe and secured
place. |
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| 7 |
With
credit and debit cards easily at hand, try not to
keep large amounts of cash at home. Your financial
institution is a lot safer. |
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| 8 |
Cancel
any unwanted or expired cards by contacting the card-issuer
and cutting up the unwanted or expired card in at
least two pieces. |
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| 9 |
If
you move house make sure you contact your bank and
all other
organizations to give them your change of address. |
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| 10 |
Generally
cardholders are not liable for losses resulting from
circumstances beyond their control. Such circumstances
include, but are not limited to: |
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a) Technical
problems, card issuer errors, and other system malfunction.
b) Unauthorized
use of a card and PIN where the issuer is responsible
for preventing such use, for example after the card
has been reported lost or stolen, the card is cancelled
or expired or the cardholder has reported that the
PIN may be known to someone other than the cardholder. |
|
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| Precautions When Going Abroad with Cards |
| 1 |
Make
a note of your card issuers’ emergency contact
numbers and keep the information somewhere other than
your purse or wallet. |
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| 2 |
Be
careful at airports and other terminals during checking
times. Ensure the safety of your cards and other important
documents. |
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| When
Making Transactions through Call Centers / IVRs |
| 1 |
Don't
give your card number over phone to cold callers.
Only make telephone transactions when you have made
the call and are familiar with the company. Be particularly
cautious if you are cold-called by someone claiming
to be from a bank or any authorized agency etc. |
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| 2 |
Have
the card in front of you. You may be asked for information
including the card number, expiry date, the four-digit
card security code on the signature strip (not your
PIN code), issue number where applicable, and your
name as it appears on your card.
|
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| 3 |
If
you feel pressured by a telemarketing salesperson,
be suspicious. Never give out your account number
unless you've decided to make a purchase. |
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| 4 |
Do
not volunteer any personal information when you use
your credit / debit card, other than your ID document,
which may be requested. |
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| 5 |
If
the retailer sends you written confirmation of the
order, check the bill to ensure that it is correct.
Keep any such receipts and check them off against
your next statement. |
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| 6 |
If
you find any transactions on your statement that you
are certain you did not make, contact your bank immediately.
You may be asked to sign a disclaimer, confirming
that you did not undertake the transaction. |
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|
| What
to do if you are a Victim of Card Fraud in General |
| 1 |
If
you discover that your card has been lost or stolen or that
you have been the victim of a fraud, you should inform your
bank immediately. But if the cardholder is shown to have
acted fraudulently or without reasonable care, for example,
by keeping their PIN written down with their card, they
would have to meet all the losses. |
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| Some
Warning Signs of ID Theft and Fraud |
| 1 |
Your
regular bank or credit card statements fail to appear. |
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| 2 |
You
notice that some of your mail is missing. |
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| 3 |
Your
credit card statement includes charges for items you
have not purchased or ordered. |
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| 4 |
A
debt collection agency contacts you about goods you
have not ordered or an account you have never opened. |
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| 5 |
You
receive a telephone call or letter saying you have
been approved or denied credit for accounts you know
nothing about. |
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| Problem
Resolution Procedure |
| 1 |
Banks
should strive to provide error-free services, so as
to protect the increasing volume of transactions conducted
everyday. However, errors do occasionally occur which
may be addressed properly. To mitigate risk and restore
the confidence of customers, each bank has to keep
procedures in place to resolve inquiries and complaints. |
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| 2 |
In
case of problem do your homework first. Judge the
nature of the problem, so as to refer it to the concerned
quarter; possibly you may get your dispute resolved
by phone. |
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