Banker's Fair Practice Code

Introduction l  Our key commitments to you l Information l Interest Rates l Charges l
Terms and Conditions l Advertising and Marketing l Account Operations l Cards and PINs l Protection l
What you can do to protect your accounts l Loans and Advances l Further Assistance l Monitoring l
More Information about the Code l Annexure 

   What can you do to protect your accounts

  This section is all about what you can do to help prevent your accounts being misused.

Communication Link

1. Please make sure you let us know as soon as possible when you change your:

   • name

   • address

   • phone number or

   • e-mail address [if this is how we communicate with you].

   Checking your account

2. We recommend that you check your statement or passbook or credit card statement regularly. If there is an entry, which seems to be wrong, you should tell us as soon as possible so that we can sort it out.

3. If we need to investigate a transaction on your account you should co-operate with us and the police or any other authority, if we need to involve them.
      
   Taking care

4. Taking care of your cheques, passbook, cards, PINs and other security information is essential to help prevent fraud and protect your accounts. Please make sure that you follow the advice given below:

   • Do not keep your cheque book and cards together

   • Do not keep the blank cheque leaves signed

   • Do not allow anyone else to use your card, PIN, password or other security information

   • If you change your PIN you should choose your new PIN carefully

   • Always learn your PIN, password and other security information, and destroy the notice as soon as you receive it.

   • Never write down or record your PIN, password or other security information

   • Always take reasonable steps to keep your card safe in your personal custody and your PIN, password and other security information secret at all times

   • Keep your card receipts safe and dispose them of carefully

   • Never give your account details password or other security information to anyone unless you know who they are and why they need them

5. If you send a cheque through the post, it will help to prevent fraud if you clearly write the name of the person you are paying the cheque to. Write such cheques with carbon on the reverse to avoid chemical alterations.

   • if you are paying a cheque into a bank account, always write on the cheque the name of the account holder [ABC Bank Account - XYZ]. You should draw a line through unused space on the cheque so unauthorized person cannot add extra numbers or names.

   Precautions while using internet banking facilities

6. Visit our internet banking site directly. Avoid accessing the site through a link from another site and verify the domain name displayed to avoid spoof websites.

7. Ignore any e-mail asking for your password or PIN.

8. We advise you not to use cyber cafés to access our internet banking site.

9. We advise you to update your PC with latest anti-virus software regularly. A suitable firewall installed in a computer to protect your PC and its contents from outsiders on the internet would be an added security measure.
     
   What to do if you lose your cheque book, passbook, or card, or if someone else knows your PIN

10. It is essential that you tell us as soon as you can if you suspect or discover that:

    • your cheque book, passbook, card has been lost or stolen or

    • someone else knows your PIN, password or other security information.
      

11. The best way of telling us about the loss will usually be by phone, using the numbers we have given you, or by e-mail to the address we have given you for this purpose. Alternatively, you may send a written communication to us immediately.
      
    Canceling payments

12. If you want to cancel a payment or series of payments you have authorised, you should do the following:

    • To stop payment of a cheque or cancel standing instruction given, you must tell us in writing 

    • To cancel a direct debit, you can either tell the originator of the direct debit or tell us. We recommend you do both.
      It may not be possible to cancel payments if you do not give enough notice of your decision to cancel.

    Liability for Losses

13. If you act fraudulently, you will be responsible for all losses on your account. If you act without reasonable care, and this causes losses, you may be responsible for them. [This may apply if you do not follow section 11.4.]

14. Unless you have acted fraudulently or without reasonable care, your liability for the misuse of your card will be limited as indicated by us while issuing the card.

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