Client Charter

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E-banking/mobile banking services

Prepared by: HSBC Malaysia

We will strive at all times to ensure that information pertaining to our customers is kept confidential and secure whilst providing convenient banking services.

Hence, HSBC Bank Malaysia Berhad and HSBC Amanah Malaysia Berhad are committed to the following principles:

1. Secured Operations

We maintain strict security standards and procedures with a view to ensure safe operations when you use this Internet Site for the online banking services offered. We use leading technologies such as (but not limited to) Transport Layer Security (TLS) data encryption, fire walls and server authentication to protect the security of your data. Security sensitive data (e.g. password / PIN number) is masked on screen when entered. The transmission of data is encrypted via TLS. On reaching HSBC, this data is encrypted within the databases. Even HSBCnet administrators do not have access to this information. You will only be allowed to sign-in using PIN number generated from your token.

2. Confidentiality of Customer Data

Customer data is classified as confidential and can be disclosed by us without your consent where permitted by any law, regulations and guidelines on privacy policy guidelines in force or otherwise legally compelled to do so. Only authorized employees who are trained in the proper handling of customer data and as required within their scope of work will have access to customer data. In any case, all employees are under a duty of confidentiality to us and those who breach this duty may be subject to action under applicable law and internal disciplinary action. We will strive at all times to ensure that customer data is protected against unauthorised or accidental access, processing or erasure. We maintain this commitment to data security by implementing appropriate physical, electronic and managerial measures to safeguard and secure customer data.

3. Accurate Information

All practical steps will be taken to ensure that personal data are accurate and will not be kept longer than necessary or will be destroyed in accordance with the internal retention period. You can help us keep accurate records by informing us in writing of any changes so that our records can be updated promptly.

4. Transparency of Products and Services

We will endeavour to ensure that descriptions and details of our products and services shall not be misleading or false.

5. Reliable and Quality Service

We are committed to providing reliable and quality services at all times. We ensure that all staff involved in providing the HSBCnet services have the necessary expertise and skills required of them and that we have sufficient resources to run and support HSBCnet and address any related security and privacy concerns that our customers may have.

6. Prompt Response to Enquiries and Complaints

We are committed to providing the highest level of service to you. We welcome any enquiries, feedback and complaints as they will help us identify any weaknesses in the services we provide and/or the systems. We will use reasonable endeavours to ensure that all customer enquiries, feedback and complaints are dealt with efficiently. You may refer to our HSBCnet’s Customer Support page on various ways to raise your enquiries, feedback and complaints.

7. Security Tips

You play a significant role in your own security. You, your users and all your employees who have access to the System should keep all key data (including password and PIN Number) confidential at all times. HSBC expects that users will comply with the basic principles of good Internet security when operating HSBCnet. For example, we do not expect our users to disclose their passwords or PIN Numbers to anyone and will exercise suitable controls over the physical security tokens issued by HSBC to customers. This also extends the need for customers to exercise robust security precautions in the operation of their own computer systems (commensurate with their relative complexity). For example, we expect customers to install and maintain network firewalls and perform virus checking regularly. Please refer to our for further details.

8. Contact Us

You may contact us by sending us an email via the "Customer Support" page in HSBCnet.

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