E-Banking Service Customers' terms and condition

This contract is signed between the Commercial Bank of Ethiopia (hereinafter called the bank) and digital bank services hereinafter called internet banking service, and the service user (hereinafter called the customer which includes genders of both female and male, corporate entity) in accordance with the following terms and conditions. The customer hereby acknowledges that he/she/it has read and understood the entire content of the contract. The customer furthermore acknowledges, in accordance with finance service user's protection directive of the National Bank of Ethiopia, that he/she/it has receive full detail of Key Fact Statement (KFC) and that he/she/it was afforded sufficient time to read and understand this description and that there was no any problem in understanding and that if there were any the bank employee has to provide the necessary clarification. By signing this agreement including the terms and conditions, any principles or schedules included in reference in this contract (hereinafter called the contract), and by registering as service user and participating in the service the customer hereby acknowledges and confirms that he/she/it agreed unconditionally on the terms of this contract.

Article One: Definitions

The parties hereto agrees on the following definitions of the words and phrases incorporated in this contract.
1.1 "Bank” means the commercial bank of Ethiopia established by Regulation No. 202/1987 of the Council of Ministers as amended by regulation No. 397/2009,
1.2 "Customer”” means any natural or legal person who maintains saving or current account at the bank and who uses or on process of using internet banking services provide under this contract.
1.3 "Account Means” an account opened in the name of the customer (personal or corporate) or jointly with another person in which it has integrated with the internet banking platform.
1.4 "“Internet Banking Service” means banking services provided through electronic means, specifically online access via internet banking. It enables users to perform various transactions, including but not limited to fund transfers, bulk payments, utility payments, and account-related inquiries pertaining to the user's account with the bank.
1.5 "Internet Banking” means a service available to the customer through the official internet banking web page/URL of the bank which can be accessed through personal PC or mobile or other devices or systems which enables access to internet and whereby the customer operate his/her/its account anywhere in the world.
1.6. "Personal Internet Banking” is a type of internet banking service managed by individuals.
1.7 "Corporate Internet Banking” is a type of internet banking service managed by corporate institution officials as per their mandate.
1.8 "Customer Account Number” means a 13-digit account identification number which can be accessed and operated through internet banking application.
1.9 "User ID” an internet banking User ID is a unique identifier assigned to a customer by a banks' system to access internet banking services. It is used along with a password or other authentication methods (such as OTP or biometrics) to securely log in to a bank's internet banking platform.
1.10 "Password” an internet banking password is a secure credential used to authenticate a user when accessing internet banking services. It is paired with an internet banking User ID and OTP to ensure secure access to a bank's internet banking platform.
1.11 "One Time Password” an internet banking OneTime Password (OTP) is a temporary, single-use security code generated by a user through a soft token by inserting a six digit PIN to verify their identity during internet banking transactions signing or logins.
1.12 "Personal Identification Number (PIN)” means a 6-digit code known only to the customer which is used to generate OTP from the soft token application.
1.13 "Soft Token” is an application installed on a mobile phone, PC, or other device that generates One-Time Passwords (OTPs). It is synchronized with the user ID, and the customer is required to set a PIN to access and use the soft token

Article Two: Internet Banking Service

Starting Using Internet Banking Service

In order to use internet banking service, the customer shall:

2.1 .Ensures that he/she/it owns or processes a unique user ID assigned to a customer by a bank to access internet banking services.
2.2 Ensure that he/she/it has furnished original and copies of the necessary documents, written request letter of an organization affixed with official stamp, passport, kebele ID and national ID.
2.3 Ensure that he/she/it has read and understood the terms and conditions of internet banking services.
2.4 Without prejudice to the foregoing apparent or legal guardian of a minor may open internet banking service in the name of the parent or the guardian who shall take all responsibilities related with using internet banking services.
2.5 In the event the customer desires to register to or some of the above stated internet banking services, the customer shall have the right at any time to have access to other internet banking services effective from the above stated date by virtue of being registered for the services.

Article Three: Internet Bank Services and Security

3.1 The customer may register for internet banking services by appearing at the branch of the bank and opening an account if account not available.
3.2 After registering for internet banking services, the customer will be provided with a User ID. The customer is then required to set a static password for internet banking via the Self Service Portal (SSP), as well as a PIN for the soft token. Both the password and the PIN must be known only to the customer and not shared with any third party.
3.3 The customer shall set a separate SSP password, internet banking password and soft token PIN.
3.4 The customer may access internet banking services by logging in to the system and operate his/her/its account using his/her/its assigned User ID, password and PIN (OTP). The customer hereby confirms such requirement under this contract and agrees to maintain the User ID, password and PIN (OTP) confidentially and not to disclose all credentials to any third party including employee of the bank.
3.5 While using the service through his/her/its system credentials the customer is required to take all necessary precaution to insure that the password, PIN of soft token and (OTP) would not get in to the possession of third party.
3.6 The customer is advised not to maintain a written record of his/her/its password and PIN of soft token. In the event it becomes essential to maintain written record of password and PIN of soft token (OTP), such recording should be avoided from being maintained in a mobile phone.
3.7 In the event the customer assigns his/her/its password and PIN of soft token, the customer is advised to avoid using particulars known to other person such as date of birth, address, telephone or other information known to third parties.
3.8 The customer shall take all responsibilities for any instruction concerning internet banking service related with an account, and the bank without being obliged to seek confirmation, shall consider every transaction started by entering the User ID, password and (OTP), is regarded as it have been made by the owner of the internet banking services access and that the payments have been made by the customer.

Article Four: Mutual Agreement and Terms of the Parties

4.1 The bank shall have the right to accept, execute and enforce service charges in accordance with the agreement in relation to financial and non-financial operations that can be executed through internet banking services.
4.2 The customer is responsible for creating and using their own password and soft token PIN, which are required to manage the soft token, log in to the Self Service Portal (SSP) or Internet Banking (IB), and complete each internet banking transaction.
4.3 Once the user ID has been activated, the bank is not obligated to request additional confirmation of the customer's account activity beyond the use of the User ID, password, and soft token PIN/OTP, or the customer's account number.
4.4 Customers are required to keep their credentials confidential and must not share them with any third parties. If a customer discloses their confidential identification information, including passwords and soft token PINs/OTPs, to a third party, thereby breaching confidentiality, the customer shall bear full responsibility for any damages or financial losses resulting from transactions conducted under such breach
4.5 At any time, if the customer's PIN or customer identification number is discovered by an unauthorized person, the customer need to inform the bank through available communication means and immediately take all necessary steps to change the passwords and soft token PIN.
4.6 If the customer becomes knowledgeable or convince that the internet banking service is in the hands of an unknown person, or if there is any suspicion in this regard, he/she/it must immediately report the case to the nearest branch of the bank by filling out the form prepared for this purpose or by contacting the call center 951/915.
4.7 The customer is required to place instruction 15 days before the maturity date of payment payable to third parties; the bank shall not take any responsibility for damage caused as the result of the customer's failure to issue such order in advance.
4.8 Inform the bank in writing of any change in the information previously provided by the customer regarding the internet banking service, including events when there is user role change, user resign the organization, due to being inactive or barred or other changes related thereof
4.9 The bank reserves the right to limit or terminate the internet banking service at its own discretion for any reason.
4.10 The customer may terminate the internet banking service by notifying the bank.
4.11 The bank ensures that its data handling practices comply with Ethiopia's data protection law.
4.12 The bank is obliged to keep personal information/privacy policy not to be disclosed without the consent of customers

Article Five: Notices of Internet Baking Service Related Changes

5.1 The bank shall notify the customer by communicating a message to the registered email address, by posting a notice on the branch bulletin board, by recording on the account statement, sending a short text message to the customer's phone, posting on the bank's official website and social media pages, or other appropriate means of communication.
5.2 Using the above notification methods, the bank may notify the customer of any information related to this contract through a short text message or using any reasonable notification method, the service charge rate, service charge change plans, the customer's bank account activities or the account and related information. Furthermore, upon revision of service charges, the customer shall be notified of the revision through the bank's website, the bank's social media channels, branches and service agents thirty consecutive days before the increase takes effect
5.3 The bank is required to notify customers when fee/tariffs are changed via multiple channels such as email, SMS, website or other means of formal communications.

Article Six: Limitations of Liability

6.1 The bank shall not be responsible for any damages or losses incurred by the customer in connection with the internet banking service or this contract.
6.2 The customer is obliged to take full responsibility and compensate the bank for any damage or compensation due to the action taken by the bank following the order received through the notification methods set out in Article 5. actions for which the bank is not responsible include the following:
6.3 The bank shall not be responsible for any loss or damage or disclosure of personal information caused by the customer as a result of the financial transaction while using internet banking service.
6.4 The Bank shall not be held responsible for service failures resulting from insufficient funds in the customer's account or due to the account being inactive or blocked.
6.5 . In the event the customer failed to follow the required steps or procedures to transfer money, payment of service charge or make financial transaction;
6.6 In the event the customer is unable to operate his accounts as a result of instruction from a court or other authorities to freeze the customer's account.
6.7 When the bank has reason to believe that the customer's account activities are contrary to the law or the principle of legality. .
6.8 When the personal information of the customer is discovered by third parties, as a result of the customer's act of providing inaccurate or mistaken information.
6.9 In the events which are beyond the control of the bank such as network outages, power outages due to sudden natural and man-made disasters and force majeure conditions as provided under article 1793 of the civil code, the bank shall not be liable for delay or failure of service delivery.
6.10 The customer agrees to fully indemnify the bank for any damages caused to the bank in respect of the claims, costs and charges filed by the third party and the rights enforcement procedures carried out by anyone or any person against the bank as a result of a dispute between the customer and a third party related with the internet banking services. Such disputes shall be exclusively settled between the customer and the third party.
6.11 The bank will not be held responsible for any damage or loss caused to the customer in the course of the customer's use of the internet banking service and related to the device (computer, network infrastructure damage, etc.).

Article Seven: Conflict Resolution

7.1 The customer complaint handling offices of the bank's head office, districts and/or help desk center shall receive and properly address the complaints raised by customers in relation to the internet banking service in accordance with the bank's standard complaint handling guidelines. The customer may report the complaint in writing, by mailing it to the bank's regular email address, contacting the 951/915 call center or in person at the bank's customer complaint handling office. The parties agree to resolve all disputes arising out of the service through the bank's formal dispute resolution process.
7.2 Upon receipt of the customer's complaint, the bank shall immediately provide the customer with confirmation of receipt of the complaint. After reviewing the complaint in spirit of fairness and reasonability, the bank shall provide the response to the customer as soon as possible and within ten working days of receiving the complaint.
7.3 In the event the customer's complaint fails to be addressed by the bank's customer compliant handling process or if the customer disagrees with the outcome or determination of the bank customer's compliance review process, he/she/it may submit the complaint to the National Bank's Financial Service Customers' Handling department. The customer may file a case in the competent court, if he or she is dissatisfied with the response of the National Bank to the complaint.

8. Article Eight: Miscellaneous Agreements

8.1 The customer shall not transfer the rights and obligations of this contract
8.2 Unless otherwise specified in this contract, this contract is a supplemental contract executed notwithstanding with all the previous contracts between the bank and the customer, concerning internet banking service with customer's agreement.
8.3 The Bank may change, modify and replace the terms and conditions of this agreement concerning the internet banking service. In such event, the bank is obliged to notify the customer of the changes at least thirty consecutive days in advance before the date the change takes effect and the customer's continued use of the service after receiving the notification and the expiration of the notification period shall be deemed the customer's acceptance of the changed terms of the contract.
8.4 In addition, it is agreed that the customer's information may be disclosed to the parties, authorized by law to access the customer's and account information, to the court of law or in light of public interest or to protect the bank's interest, to avoid, rectify and control fraud, to maintain the security of banking services and for any other technical issues.
8.5 In the event of any inconsistency between the terms and conditions of this agreement and the relevant accounts opening terms and conditions, the account opening terms and conditions shall prevail. The parties hereto have read and understood the terms and conditions of the contract and confirmed by subscribing their signature that they agree to be bound by this contract.
8.6 Customers shall agree with this term and conditions before start using internet banking services.