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Thursday, 04 June 2020 12:10

CBA launches new Acceptable Use Policy policy on ‘technology-facilitated’ abuse Featured

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The Commonwealth Bank says it is taking steps to address the issue of technology-facilitated abuse to provide a safer banking experience for customers, with the launch of a new Acceptable Use Policy following misuse of its digital banking services.

Australia’s largest bank says that under the new policy, any customer found to be using NetBank or the CommBank app to engage in “unlawful, defamatory, harassing or threatening conduct”, promoting or encouraging physical or mental harm or violence against any person. may have their transactions refused or access to digital banking services suspended or discontinued.

The CBA says financial abuse in the context of domestic and family violence is a hidden epidemic, and approximately one in four women and one in 13 men in Australia have experienced violence by an intimate partner -and among those who seek support, up to 90% are also affected by financial abuse.

“Since 2015, CBA has been working with community organisations and experts to address this issue and better understand what more we can do to help, and where we can have the greatest impact. Over this time, we’ve committed $30 million to this issue, and our experience has given us a first-hand look at how big the need is.”

Catherine Fitzpatrick, General Manager of Community and Customer Vulnerability, said: “The message is simple, we can see you and we won’t tolerate the use of our digital banking platforms to facilitate abuse.

“After noticing disturbing messages in the account of a customer experiencing domestic and family violence, we conducted analysis to better understand the problem.

“We were horrified by both the scale and the nature of what we found. In a three month period, we identified more than 8,000 CBA customers who received multiple low-value deposits, often less than $1, with potentially abusive messages in the transaction descriptions – in effect using them as a messaging service. All genders were sending and receiving these messages, but the nature ranged from fairly innocuous ‘jokes’ using profanities to serious threats and clear references to domestic and family violence.

“The new acceptable use policy makes it clear that it is unacceptable to use our digital services to stalk, harass or intimidate any person and if we see this we may refuse transactions or close a perpetrator’s account entirely.

“We worked with experts, community partners and law enforcement to ensure they are aware of what we found and to help us to develop responses that will not have unintended consequences. In particular, we use the e-Safety Commissioner’s Safety by Design framework to guide us.”

“Our customers should always feel safe using digital banking. These changes will ensure that all customers can continue to enjoy the benefits of digital banking in a safe and secure way and represents our first step to address the issue of technology-facilitated abuse.

“We are committed to improving the financial wellbeing of all Australians, including the most vulnerable and those impacted by domestic and financial abuse. We will continue to look for new and innovative ways to protect our customers, and have shared our findings with other banks and financial services organisations to ensure this issue is known across the industry.”


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Peter Dinham

Peter Dinham - retired and is a "volunteer" writer for iTWire. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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