Customer Responsibilities

The responsibilities of customers will be supported by ongoing customer education and   awareness programs. Customer responsibilities include the following:

1. Be honest with the provided information to the Bank

   Customers always need to provide full and accurate information when filling in any Bank documents. They must not give a false detail or leave out the important information.

2. Carefully read all the provided information to the Bank

   Customer should make sure to read, understand and ensure compliance with the full details on the obligations for the service or product, when submitting an application a product/ service.

3. Ask questions

   Customer should ask questions to bank employees about anything that is unclear or a condition that are unsure about. The staff will answer any questions in a professional manner to help customers to take an informed decision.

4. Know how to make a complaint

   Customers can raise a complaint or escalate any issue to higher levels, if appropriate. The bank will provide the details on how to complain and the expected timeframe for a response.

5. Use the product or service in line with the terms and conditions

   Customers’ needs to use a product or service in accordance with the terms and conditions associated with them, and after making sure of your complete understanding and agreement.

6. Avoiding risk

   Customer should not purchase a product or service where they feel that the risks do not suit their financial situation. Some financial products or services carry risks and the bank will clearly explain these.

7. Apply for products and/ or services that meet their needs

   When making a request for a period or service, customers should make sure that it suits their needs. Customer should disclose all financial obligations with all parties to ensure the decision is based on their ability to meet all additional obligations after contracting for the product or services.

8. Report unauthorized transactions to your bank

   Customers should report any unauthorized transactions immediately to the bank.

9. Do not disclose your banking information

   Under no circumstances customers should provide any bank account details or other sensitive personal or financial information to any other party. 

10. Talk to your bank if you are encountering financial stress

    Customers can discuss possible alternative repayment arrangements that will enable them to meet their responsibilities.

11. Updating Information

    Customer should update all personal information, including contact information, so that it is up to date continuously and also when requested by the Bank.

12. Power of Attorney

    Customer need to be careful when dealing with ‘’Power of Attorney’’ understanding what information is being given access to and to whom power of over financial matters is given to.

13. Do not sign incomplete forms

    Customers need to ensure all of the required fields and numbers are completed in a form that is presented for signing or initiating without signing empty or partially completed forms.

14. Review all documents

    Customers need to review all documents before signing them to ensure that all information is correct and no errors are made in the account number or amount. The signature is an approval and agreement of the document content.

15. Keep copies of your documents

    Customers are required to keep all documents provided by the Bank in a safe place. The Bank should provide a copy of signed contracts and other relevant documents and papers.