Introduction
Panda Commercial Bank PLC. ("Panda Bank") is fully aware of the importance of personal information to you, and we are committed to maintaining your trust in us and abide by the following principles to protect your personal information: the principle of consistency of rights and responsibilities, the principle of clear purpose, the principle of choice and consent, the principle of necessity, the principle of ensuring security, the principle of openness and transparency, the principle of integrity, the principle of information quality principles, etc. At the same time, our bank promises to take corresponding security protection measures in accordance with the law to protect your personal information.
Personal information refers to all kinds of information recorded electronically or in other ways that can identify the identity of a specific natural person or reflect the activities of a specific natural person alone or in combination with other information. Personal information includes, but is not limited to, the customer's name, gender, nationality, occupation, address of domicile or work unit, contact information, identity document or type of identity document, document number and validity period of the document. More examples are provided later in the paragraph. Among them, information that may endanger personal and property safety, easily lead to personal reputation, physical and mental health damage, or discriminatory treatment once leaked, illegally provided or abused is personal sensitive information, mainly including: ID number, personal biometric information, financial accounts, communication records and content, property information, credit information, whereabouts, accommodation information, health and physiological information, transaction information, specific identities, personal information of minors under the age of 14, etc. Some examples of personal particulars collected during our Know Your Customer (KYC) process are name, photo, contact details, residential address, date of birth, identity card/passport details and photos, and/or education details, including but not limited to:
In order to provide you with services and ensure the safety of your e-banking services (Mobile banking services, direct banking services, etc.), during your use of e-banking services, our bank will collect the information you actively input during the use of the service or generated due to the use of the service:
When you activate e-banking services such as Mobile Banking App, according to laws, regulations and regulatory requirements, our bank will collect your mobile phone number, user name, certificate type and number, certificate validity period, certificate photocopy, bank card number, bank reserved mobile phone number, etc. Panda Bank will also collect payee name, payee’s phone number, bank card number, account opening bank information, to help you complete e-banking registration and use our bank account management, information inquiry, transfer and other basic services. If you refuse to provide the listed information, you may not be able to activate electronic banking, and may not be able to use the basic services of our electronic banking normally.
When you use the electronic banking service, in order to maintain the normal operation of the service, optimize the service experience of our bank and protect the security of your account, our bank will collect the following basic information, including your device model, operating system, unique device identifier identity, mobile banking software version number, login IP address, MAC address, network access method, type and status, network quality data, device accelerators (such as gravity sensing devices), operation logs, service log information (such as your mobile banking search and view information, service failure information), geographic location information, are the basic information that must be collected to provide you with services to ensure your normal use of our services. Due to the differences in the classification of mobile phone operating system permissions by different manufacturers, some mobile phones classify "unique device identifiers" under "phone - a call status or mobile network information" or "mobile phone information - a mobile phone number and call status".
In order to provide you with more accurate, personalized and convenient services and further improve your service experience, our bank will collect information on the categories, methods and operation behaviors of your use of electronic banking functions or services, as well as your user and transaction information with our bank. Our bank will conduct statistical analysis on this information, and will provide you with accurate push services based on the above information. If you refuse to provide the above information, our bank will not be able to provide you with accurate push services, but it will not affect your normal use of other functions of e-banking.
In order to provide you with a better service experience, improve service quality, or prevent risks, our bank will collect your feedback, suggestions or the information you provide when reporting. If you refuse to provide the above information, our bank will not be able to provide the corresponding services. But it will not affect your normal use of other functions of e-banking.
When you use the services provided by third parties in e-banking, the third parties may obtain your nickname, location, name, certificate type, certificate number, and mobile phone number information. The third party can obtain the above information about you that you voluntarily provide to the third party, when you use the services provided by the third party. We will consider that you allow our bank to provide access to the above information.
For the relevant information voluntarily provided to the third party when the third party provides services, we will consider that you have allowed the third party to obtain the above-mentioned information. The information generated when you use the third party service, you and the third party shall be legally responsible for the information generated by you and the third party. If you refuse to collect, use or transmit the above information while the third party provides services, it may cause you to be unable to use the corresponding services of the third party in the e-banking, but this does not affect your use of other functions of the e-banking.
In the following situations, you can choose whether to authorize our bank to collect and use your personal information and device functionalities:
The above functions may require you to authorize the Bank’s access rights to your camera, mobile phone address book, SMS, read installed applications, network communication, in order to achieve all these functions. Please note that when you enable these permissions, you authorize our bank to collect and use this information to achieve the above functions. If you cancel these authorizations, our bank will no longer continue to collect and use your information, and will not be able to provide you with the functions described above corresponding to these authorizations.
If your information is collected or used outside the above-mentioned circumstances, our bank will seek your consent in advance, and will fully inform you of the purpose, method, scope and storage period of information collection and use, as well as the methods and procedures for exercising your rights, etc.
According to relevant laws and regulations, regulatory requirements and national standards, our bank may collect and use your relevant personal information without seeking your authorization and consent in the following situations:
Cookies are small data files on your computer or mobile device. Cookies usually contain identifiers, site names, and some numbers and characters. With the help of cookies, websites can store data such as your preferences or the items in your device. We will not use cookies for any purpose other than those stated in this policy. You can manage or delete them according to your preferences. You can clear all cookies saved on your computer, and most web browsers have a cookie-blocking feature. However, if you do this, you will need to configure your user settings each time you visit our website.
Many web browsers have a Do Not Track feature that issues Do Not Track requests to websites. Currently, no major Internet standards organization has established policies governing how websites should respond to such requests. But if your browser has Do Not Track enabled, all of our websites will respect your choice.
3.1.1 We will not share or transfer your personal information to any other company, organization or individual unless we obtain your separate consent or authorization.
3.1.2 If the business needs to share or transfer your personal information externally, our bank will inform you of the purpose, processing method, type of personal information, name and contact information of the data recipient, and ask for your separate consent.
3.1.3 Please understand that our bank may share your personal information externally in accordance with laws and regulations or the mandatory requirements of government authorities.
3.1.4 According to laws, regulations and business practices, in mergers, acquisitions, asset transfers and other similar transactions, if the transfer of personal information is involved, our bank will inform you of the recipient's name and/or contact information. The company and organization of your personal information will continue to be bound by this Customer Protection Policy and Procedure, or we will require the company and organization to seek your authorization and consent again.
4.1.1 The personal information collected and generated by our bank in Cambodia will be stored in Cambodia. If it is necessary to store it overseas, our bank will inform you of the overseas recipient’s name, contact information, processing purpose, processing method, type of personal information and your rights to the overseas recipient under the premise of meeting statutory conditions, methods and procedures, and after obtaining your individual consent, your personal information may be transferred overseas. In this case, our bank will take effective measures to protect your information security. For example, implement security measures such as data de-identification before cross-border data transfer, or require overseas institutions to keep your information confidential through measures such as agreements and verification.
4.1.2 Presence and storage of biometric information - Our bank will store personal biometric information and personal identification information separately. Our bank will not collect your fingerprints and facial information for fingerprint or facial recognition services. Your fingerprints and facial information will only be stored on your device that you authorize to collect fingerprint and facial information.
4.1.3 Our bank will only retain your personal information within the time limit required by laws and regulations and the time limit necessary to achieve the purpose of this policy statement. E.g: Mobile phone number: When you need to use the mobile banking service, our bank needs to keep your mobile phone number to ensure your normal use of the service. When you cancel your mobile banking account, our bank will delete the corresponding information. However, records of transactions would have to be stored until the required length of time by laws and regulations have passed.
4.2.1 Our bank utilizes industry-standard security measures to protect the personal information you provide to prevent unauthorized access, public disclosure, use, modification, damage or loss of the data. We will take all reasonably practicable measures to protect your personal information. We will use trusted protection mechanisms to prevent data from being maliciously attacked. We will deploy access control mechanisms to ensure that only authorized personnel can access personal information. The Bank will also hold security and personal information protection training courses to enhance employees' awareness of the importance of protecting personal information.
4.2.2 If all or part of the electronic banking business provided by our bank ceases to operate, our bank will inform you of relevant products or services through announcements, and stop the collection of your personal information by relevant products or services to protect your personal information. If all or part of the e-banking business is interrupted due to various reasons such as technical failures, cyber attacks, natural disasters and accidents, human factors etc., our bank will take emergency response and recovery measures to respond and restore services as soon as possible.
4.2.3 Our bank will take all reasonable and feasible measures to ensure that irrelevant personal information is not collected.
4.2.4 Please understand that due to technical limitations and possible malicious attacks, there may be unexpected situations that our bank cannot reasonably foresee, prevent, avoid and control. As the Internet is full of scams and threats, please use a complex password to help us ensure the security of your account, and do not share your OTP with anyone.
4.2.5 In the event of a personal information security incident, our bank will promptly notify you of the incident by email, letter, telephone, push notification etc., in accordance with the requirements of laws and regulations, or publish an announcement in a reasonable and effective manner. At the same time, our bank will also report the handling of personal information security incidents in accordance with regulatory regulations.
In accordance with relevant Cambodia laws, regulations and regulatory provisions, our bank guarantees that you exercise the following rights over your personal information:
You have the right to access, correct and update your personal information through our international Internet website, mobile banking channels, unless otherwise stipulated by laws and regulations. You are responsible for updating your personal information in a timely manner. Before you modify your personal information, we will verify your identity.
In the following situations, you can request our bank to delete personal information:
If we decide to respond to your deletion request, we will also notify entities that have obtained your personal information from us and require them to delete it in a timely manner, unless otherwise provided by laws and regulations, or these entities have obtained your independent authorization. When you delete information from our service, our bank may not delete the corresponding information in the backup system immediately, but will delete the information when the backup is updated. If the retention period stipulated by laws and administrative regulations has not expired, or if it is technically difficult to delete your information, our bank will stop processing of your personal information, other than for purposes of storage and taking necessary security protection measures.
Each business function requires some basic personal information to be completed. For personal information (such as location, mobile phone address book, etc.) that is additionally collected and used to improve product or service experience, you can enable or disable location service permissions, read contact permissions, call permissions, etc., and withdraw your authorization at any time. Please note that when you voluntarily cancel our bank's electronic banking services (mobile banking services, direct banking services etc.), it will be deemed that you have withdrawn your consent for the respective electronic banking service. For example, if you log out of our mobile banking service, it is deemed that you have withdrawn your consent to our “Customer Protection Policy and Procedure”. After you withdraw your consent, our bank will no longer process the corresponding personal information. However, your decision to withdraw your consent will not affect the previous processing of personal information based on your authorization.
If you are a registered user of our bank's Mobile Banking service, you can log out and cancel your service at any outlet through our bank's counters
In some business functions, our bank may only make decisions based on non-human automatic decision-making mechanisms including information systems and algorithms. If these decisions significantly affect your legitimate rights and interests, you have the right to ask our bank for an explanation, and our bank will provide appropriate remedies if deemed necessary.
For security, you may be required to provide a written request or otherwise prove your identity. We may ask you to verify your identity before processing your request. We will respond to your request within 15 days of receiving your feedback and verifying your identity. Please understand that our bank may reject some requests that are unreasonably repeated, require too many technical means, bring risks to the legitimate rights and interests of others, or are very unrealistic.
Despite the above agreement, according to the requirements of laws and regulations, our bank may not be able to respond to your request in the following situations:
Minors may not create their own user accounts without the consent of their guardians. If you are a minor, please read this guide carefully with your guardian, and use our services or provide information to us with the consent of your guardian. Our bank will only use and provide this information outside of our bank when laws, regulations and regulatory requirements allow or are necessary to protect minors.
Consumer confidence and trust are the cornerstone for sustainable development of banks, which in turn promotes banking stability. To earn and keep the Customers’ confidence and trust, the Bank treats Customers fairly at all stages of our relationship with them.
According to changes in national laws and regulations and the needs of service operations, our bank will revise this policy and related rules. The revised content will be announced through our Internet website, and other channels, and the mobile banking APP will also push notifications or pop ups. Our bank would also utilize one or more methods, according to the situation, and ask for your authorization again. You should pay attention to changes in relevant announcements, reminders, agreements, rules and other related content from time to time.
If you do not agree with the updated content, you should immediately stop using the corresponding service and log off the relevant user, and we will stop collecting your relevant personal information. If you continue to use the service, we will implement the updated content. The continued operation or non-closure of the Account or use of the services by the Customer(s) after the effective date of such change of these Terms and Conditions shall be deemed to constitute acceptance of such changes without reservation by the Customer(s).
Any question, inquiry, or complaint relating to Panda Bank's handling of personal information may be made by:
Phnom Penh Branch: #31, Mao Tse Toung Blvd 245, Sangkat Boeng Keng Kang Ti Muoy, Khan Boeng Keng Kang, Phnom Penh, Cambodia
Sihanoukville Branch: L2-012，Prince Huan Yu Mall, Street 2 Thnou, Sangkat Boun, Sihanoukville
Customers will be required to read, and click to agree before proceeding to register for the Mobile Banking service.
Please read this Customer Protection Policy and Procedure policy carefully before clicking "Agree" to ensure that you have fully known and fully understood the meaning and corresponding legal consequences of its content. By clicking "Agree" and affirming your submission, you are deemed to have accepted this policy, and our bank will legally use and protect your personal information in accordance with relevant laws and regulations and this policy.