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INTRODUCTIONThe Code of Banking Practice seeks to foster good banking practices and enhance qualitative relationship and communication between banks and customers. The governing principles of the Code also ensure that banks must act fairly and reasonably in all their dealings with customers.The Code of Ethics sets out a common set of universally acclaimed principles pertinent to all banks, over and above those that they subscribe to as part of their internal Code of Ethics, with a view to further develop the commitment of the banking industry towards its customers and the community at large through best ethical standards and with the aim of continuing to improve bank customer relationshipKEY COMMITMENTS AND GENERAL OBLIGATIONSBank must:

continuously work towards improving the standards of practice and service in the banking industrypromote better informed decisions about its banking servicesprovide information to customer in plain language; andact fairly and reasonably towards customer in a consistent and ethical mannerkey commitments to customerBank must comply with all relevant laws relating to banking services, including those concerning:

Consumer credit products;Other financial products and services; Privacy; andDiscrimination.Compliance with lawsBank must require the BB to commission an independent and transparent review of this Code every 3 years or sooner if appropriate, with the review to be conducted in consultation with:(a) banks which adopt this Code;(b) consumer organizations(c) other interested industry associations;(d) relevant regulatory bodies; and(e) other interested stakeholders.

Review of this CodeBank must require the BB to establish, and Bank must support, a forum for the exchange of views on:

(a) banking issues; and(b) the effectiveness of this Code.Elderly customers and customers with a disability Bank recognize the needs of elderly customers and customers with a disability to have access to transaction servicesStaff training and competency Bank must ensure its staffs must be trained so that they have an adequate knowledge of the provisions of this Code.

DISCLOSURESFull particulars of standard fees and charges that are, or may become, payable for any banking service Bank currently offer; andParticulars of the interest rates applicable to any banking service Bank currently offer.Terms and conditions for Bank credit cardsTerms and conditions

(A) a contract (including terms and conditions, standard fees and charges and interest rates(B) any mortgage or other security document(C) a statement of account and(D) a notice previously given to customer relevant to us exercising bank rights.

Copies of documents

A potential customer or an appropriate external agency the interest rates and standard fees and charges applicable to a banking service that is a credit service offered by us, for use in the preparation of a comparison rate.Cost of credit

Account opening proceduresBank obligations regarding the confidentiality of Bank informationComplaint handling proceduresBank chequeThe advisability of customer informing us promptly when customer are in financial difficulty andThe advisability of customer reading the terms and conditions applying to the relevant banking service.Operation of accounts

Low income earner orA disadvantaged personAccount suitabilityPre-contractual conductOpening of accountsAccount combinationChanges to terms and conditionsDirect debitsCharge backsForeign exchange servicesPrivacy and confidentialityPayment instrumentsPRINCIPLES OF CONDUCTStatements of accountProvision of creditJoint debtorsJoint accounts and subsidiary cardsGuaranteesDebt collectionAdvertisingClosure of accounts in creditBranch closure protocolElectronic communicationsRESOLUTION OF DISPUTES, MONITORING AND SANCTIONSMonitoring and sanctionsInternal dispute resolutionExternal dispute resolutionAvailability of information about dispute resolution processesFamily law proceedingsAPPLICATIONBank will be bound by this Code in respect of:(I) Any banking service that Bank commence to provide to customer and(II) any guarantee Bank obtain from customer

Application and transitional provisions

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