1. Introduction

The Bangalore City Co-operative Bank Ltd. (hereinafter referred to as “the Bank”) is committed to protecting the privacy and confidentiality of its customers and their information while providing Mobile Banking services.

This Policy sets out the manner in which the Bank collects, uses, stores, protects and discloses customer information in connection with its Mobile Banking services.

The Policy shall be read along with the Bank's existing policies, terms and conditions governing Mobile Banking and other applicable banking services.

2. Scope

This Policy applies to all customers using the Bank's Mobile Banking services through the Bank's authorised Mobile Banking application or other authorised mobile channels.

It covers customer information collected or generated in connection with Mobile Banking, including personal information, account-related information and transaction information.

3. Collection of Customer Information

The Bank may collect and process information necessary for providing Mobile Banking services, including:

• Customer identification and KYC information;
• Account and transaction-related information;
• Registered mobile number and contact details;
• Device-related information required for security and authentication;
• Login and authentication information;
• Transaction and service usage information; and
• Information required to comply with applicable laws, regulatory directions and security requirements.

The Bank shall endeavour to collect only such information as is necessary for legitimate banking and service-related purposes.

4. Purpose of Collection and Use

Customer information may be used for the following purposes:

1. Providing and administering Mobile Banking services;
2. Processing and authorising banking transactions;
3. Customer identification and authentication;
4. Preventing and detecting fraud, cyber threats and unauthorised transactions;
5. Maintaining the security and integrity of Mobile Banking systems;
6. Providing customer support and resolving complaints;
7. Complying with applicable laws, RBI directions and other regulatory requirements;
8. Maintaining records as required under applicable laws and the Bank's policies; and
9. Improving the quality, security and functionality of Mobile Banking services.

5. Confidentiality of Customer Information

The Bank shall maintain the confidentiality of customer information and shall take reasonable measures to prevent unauthorised access, use, alteration or disclosure of such information.

Customer information shall not ordinarily be disclosed to any person or entity except where such disclosure is:

• Authorised by the customer;
• Required or permitted under applicable law;
• Required by the Reserve Bank of India or any other competent regulatory/statutory authority;
• Necessary for prevention, detection or investigation of fraud or other unlawful activities; or
• Necessary for providing authorised banking or technology services through service providers engaged by the Bank, subject to applicable confidentiality and security requirements.

6. Sharing of Information with Service Providers

The Bank may engage authorised third-party service providers for providing, operating, maintaining or securing Mobile Banking services.

Where customer information is shared with such service providers, the Bank shall ensure that appropriate contractual, confidentiality, security and data protection obligations are applicable to such service providers, as required under applicable laws and regulatory directions.

7. Security of Customer Information

The Bank shall implement appropriate technical and organisational security measures to protect customer information and Mobile Banking transactions against unauthorised access, disclosure, alteration, misuse, loss or destruction.

The Bank may use appropriate authentication and security mechanisms, including MPIN, OTP, device binding and other security controls, as applicable to the Mobile Banking service.

However, customers are also required to follow safe banking practices and protect their authentication credentials.

8. Customer Responsibilities

Customers shall:

• Keep their Mobile Banking User ID, MPIN, password, OTP and other authentication credentials confidential;
• Never share OTP, MPIN, password or other security credentials with anyone;
• Avoid accessing Mobile Banking through unsecured or public networks/devices;
• Keep their mobile device and operating system updated;
• Install the Mobile Banking application only from authorised sources;
• Immediately report any suspected unauthorised transaction, loss of mobile device or compromise of credentials to the Bank;
• Follow the security instructions issued by the Bank from time to time.

Transaction Alerts and Communications

The Bank may send SMS, e-mail, push notifications or other electronic communications relating to:

• Mobile Banking transactions;
• Account activity;
• Security alerts;
• Service-related information;
• Important notices; and
• Other banking communications.

Such communications may be sent to the registered contact details of the customer.

Customers are responsible for keeping their registered mobile number and contact details updated with the Bank.

10. Cookies and Similar Technologies

Where applicable, the Bank or its authorised service providers may use cookies or similar technologies on its digital platforms for security, functionality, service improvement and analytics purposes.

Such technologies shall be used in accordance with applicable laws and the Bank's privacy and security requirements.

11. Data Retention

The Bank shall retain customer information and transaction records for such period as may be required under applicable laws, RBI directions, regulatory requirements and the Bank's approved policies.

Information that is no longer required shall be dealt with in accordance with the Bank's applicable record retention and data management practices.

12. Protection against Fraud and Cyber Threats

The Bank may monitor Mobile Banking transactions and related activities for the purpose of identifying suspicious activities, fraud, money laundering, cyber threats and other unauthorised activities.

Such monitoring shall be carried out in accordance with applicable laws, RBI directions and the Bank's internal policies and procedures.

13. Customer Rights and Grievance Redressal

Customers may contact the Bank through its designated customer service or grievance redressal channels regarding:

• Privacy-related concerns;
• Unauthorised transactions;
• Misuse of customer information;
• Mobile Banking security issues; or
• Any other concern relating to the handling of their information.

The Bank shall address such complaints in accordance with its approved grievance redressal mechanism and applicable regulatory requirements.

14. Changes to the Privacy Policy

The Bank may review and amend this Policy from time to time to incorporate changes in applicable laws, RBI directions, technology, security requirements or banking practices.

The updated Policy shall be made available to customers through the Bank's official website, Mobile Banking application or other appropriate channels.

15. Compliance with Applicable Laws and Regulations

The Bank shall handle customer information in accordance with applicable laws, regulations and directions issued by the Reserve Bank of India and other competent authorities, as applicable from time to time.

16. Contact Details

For any privacy-related concern or grievance relating to Mobile Banking services, customers may contact:

17. Acceptance