| FAQs on Internet Banking |
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Which banking Institution offers Internet Banking services? |
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Generally, banking institutions offer the service to bank customers with existing bank accounts, credit cards or loans. There are also banking institutions that offer special accounts designed for Internet Banking for existing as well as new customers.
A list of approved banking institutions offering Internet Banking facilities is listed in Bank Negara Malaysia's website www.bnm.gov.my. You are advised to sign up only with licensed banking institutions approved by Bank Negara Malaysia to offer Internet Banking services. |
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What are the accounts that I can access through Internet Banking? |
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| You would be able to have access to the accounts that have been linked to the service. This could be your savings, current, fixed deposit, loan and credit card accounts. |
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What do I need to access Internet Banking? |
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| You will need an Internet-enabled device such as a personal computer with a suitable operating system, an Internet access via a modem and a suitable web browser. More details on these may be found on the banking institutions' Internet Banking web page or by contacting the banking institutions. |
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What does it cost to use Internet Banking services? |
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| Subscription to the Internet Banking services is currently free, although this may change depending on the banking institutions. Fees may also be charged for some services such as Interbank fund transfers, telegraphic transfers and requisition for new cheque books. Do check with your banking institution to find out more about the fees imposed. More competitive fee structures may also apply for using the Internet to conduct your banking activities as compared to using other channels such as the branch counter service. Some banking institutions also offer Internet Banking services to their corporate customers and subscriptions to such services maybe charged. |
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What are the steps that I, as a consumer, can take to make Internet Banking more secure? |
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| Internet Banking offers a safe way to conduct your banking transactions when adequate security precautions are taken. You are advised to: |
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Keep your Login ID, password or PIN confidential |
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Change your password or PIN regularly |
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Refrain from storing ID and Password or PIN on the computer |
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Check that you have logged into the right website |
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Check your transaction history details and statements regularly |
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Refrain from leaving your computer unattended, while connected to the Internet Banking service |
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Sign-off at the end of each session and clear the memory cache and history after logging out from the website |
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Protect your personal computer from viruses and malicious programmes by installing an up-to-date hackers firewall and a reputable anti-virus program. These firewall and anti-virus programs must be updated regularly to be effective. Although some anti-virus programme may have anti-Trojan Horse features, it may remove only the more popular Trojan Horse programme. You may want to consider installing an Anti-Trojan Horse programme which is specifically designed to scan and remove any Trojans from your computer |
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Avoid downloading files or software from sites, which you are unfamiliar with or click on hyperlinks sent to you by strangers |
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Avoid sending any personal information particularly your password or PIN via ordinary e-mail |
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Avoid using shared or public personal computers to conduct your Internet Banking transactions |
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What if something goes wrong or I make a mistake? |
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| If you encounter any problems, contact the customer services of your banking institution immediately with details of the transactions and problems encountered. Your banking institution will have records of all your transactions and they will be able to assist you in this matter. |
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Who bears the loss when things go wrong? |
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| The contractual arrangements for liability should provide for sharing of risks between the banking institution and the customers. Customers should not be liable for losses that were not caused by them provided they have not acted negligently. However you are responsible to keep your Login ID and password or PIN confidential and undertake the necessary security measures as advised in "Actions you should take to ensure security" above. |
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Where do I turn to if I have a consumer issue or would like a dispute resolved? |
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You should contact your banking institution if you have any complaints. All banking institutions have set up a dedicated Complaints Unit to deal with customers' complaints. Information on the contact person, telephone number and e-mail address is available on Bank Negara Malaysia's website at www.bnm.gov.my.
For more information on how to make a complaint against a bank, please refer to "Making a Banking Complaint." |
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