Privacy Policy – Mobile Banking

• City Union Bank Ltd. ("CUB" or "the Bank") respects your privacy and recognizes the expectations of its customers with regard to privacy, confidentiality, and security of their personal information. We are committed to keeping your personal information and other data confidential and secure. Keeping personal information of customers secure and using it solely for activities related to the Bank – and preventing any misuse – is the priority of the Bank.
• This Privacy Policy governs the collection, use, retention, sharing, and protection of personal information by the Bank through the CUB mobile application mobile banking application and related digital channels.

1. Applicability

This Policy is applicable to personal information collected by CUB directly from the customer or prospect customer – or through the Bank's online portals, electronic communications – as also any information collected by the Bank's server from the customer's computer, mobile, or other similar electronic devices. Specifically, it covers all natural persons whose personal information is:

• Collected, received, possessed, stored, dealt in, or handled by City Union Bank
• Provided while using the CUB mobile application
• Shared while visiting the Bank's official website: www.cityunionbank.bank.in
• Provided to the Bank through any online or electronic communication channel.

2. Information Collected by the Bank

The Bank collects, retains, and uses personal information only when it reasonably believes it is for a lawful purpose and that it will help administer its business or provide products, services, and other opportunities to the visitor or customer. The information you provide online is held by the Bank business that maintains your account or is processing your application for a new product or service.

The Bank collects three categories of information:

2.1 Personal Information

Personal information means any information that relates to a natural person, which – either directly or indirectly, in combination with other information available – is capable of identifying such person. This includes, but is not limited to:

• Name, address, telephone number, e-mail address
• Occupation and employer details
• Date of birth and gender
• Any other information capable of identifying the individual

2.2 Sensitive Personal Data or Information (SPDI)

Sensitive personal data or information of a person means such personal information which consists of information relating to:

• Financial information such as bank account details, credit card, debit card, or other payment instrument details.
• Passwords and authentication credentials
• Bio metric information (fingerprint, facial recognition, iris scan, etc.)
• Physical, physiological, and mental health conditions
• Medical records and health history
• Sexual orientation
• Details of nominees
• National identifiers including but not limited to: Aadhaar card number, PAN, passport number, income details
• Images including photographs, location data, email IDs, phone numbers, and addresses

(Note: Any information that is freely available or accessible in the public domain, or furnished under the Right to Information (RTI) Act, 2005, or any other law in force, shall not be regarded as sensitive personal data or information.)

2.3 Non-Personal Information

Non-personal information includes the IP address of the device used to connect to the Bank's server, along with other information such as:

• Browser type and version
• Operating system used
• Name of the website that redirected the visitor to the Bank's website
• Online preferences and session data

When you browse our site or receive one of our emails, the Bank and its affiliated companies may use cookies and/or pixel tags to collect information and store your online preferences. These are used solely to improve user experience and do not identify you personally.

3. Purpose and Usage of Information

The Bank uses the data collected – with proper notification to the customer or prospect customer – to:

• Manage its business and administer your account
• Offer an enhanced, personalized online and mobile banking experience
• Verify your identity and detect fraudulent activities
• Process transactions and recharge services initiated by you
• Send notifications and confirmations related to your banking activities
• Enable features such as Pay to Contact, bio-metric login, and bill recharge
• Comply with all applicable laws, regulations, and regulatory guidelines
• Conduct statistical analysis and credit scoring
• Advise you on the Bank's products, services, and other opportunities

4. Data Collection – Feature-Specific Details

4.1 Phone Number

• To verify the bank account associated with your registered mobile number.
• For device identification and fraud detection purposes. Collected information will not be shared with any third-party platform.

4.2 Contact List

In order to provide mobile bill recharge services and payment features, we may collect and utilize your contact list. This is done in accordance with applicable data protection laws and regulations.

Why We Collect Contact Lists

• Contact Verification: To ensure accuracy of mobile numbers for recharging by cross-referencing with numbers you wish to recharge.
• Recharge Convenience: To simplify the recharge process by allowing you to select recipients directly from your contacts.
• Notification and Confirmation: To send notifications and confirmation messages related to recharge transactions.
• Pay to Contact: To enable the 'Pay to Contact' fund transfer feature using your phone directory.

How We Use Contact Lists

• Contact Matching: To match mobile numbers in your contact list with numbers provided for recharge, ensuring the correct recipient.
• Recharge Transactions: Contact list data is used exclusively for initiating and processing mobile bill recharge transactions as per your instructions.
• Notifications: To send transaction confirmations, bill payment reminders, and recharge status updates to you and your selected recipients.

4.3 Bio-metric Information

CUB mobile application may offer bio-metric authentication (such as fingerprint or facial recognition) for secure and convenient login. The following conditions apply:

• Bio-metric data is processed locally on your device using the device's secure hardware and operating system.
• The Bank does not store raw bio-metric data on its servers.
• Enabling bio-metric login is entirely optional; you may use PIN or password-based authentication at any time.
• You may revoke bio-metric access at any time through your device or app settings.

5. Accuracy of Information

The Bank has processes in place to ensure that the personal information it holds is complete, accurate, and current. If at any point a customer believes that the personal information held by the Bank is incorrect or outdated, the customer may inform the Bank accordingly. The Bank will promptly investigate and correct any erroneous information upon verification.

For KYC-related corrections or to obtain a copy of your KYC details, please write to us from your registered email ID at: complaints_grievances@cityunionbank.in

6. Sharing and Disclosure of Information

The Bank does not disclose sensitive personal information of a customer except as directed by law or as per mandate received from the customer or applicant. No specific information about customer accounts or other personally identifiable data is shared with non-affiliated third parties unless any of the following conditions is met:

• To complete a transaction initiated by the customer
• To provide support services through an authorized outsourced entity
• The disclosure is necessary for compliance with a legal obligation
• The information is shared with Government agencies mandated under law
• The information is shared with any third party by an order under the law
• The customer or applicant has specifically authorized such disclosure

We do not share your contact list data or personal information with third parties for marketing or promotional purposes. Any third-party service providers engaged by the Bank are bound by confidentiality obligations and are required to conform to the Bank's Privacy Policy standards.

For purposes of credit reporting, verification, and risk management, the Bank may exchange information about customers with reputed credit bureaus and clearing house centers.

7. SECURITY OF PERSONAL INFORMATION

The security of personal information is a Bank priority and is protected by maintaining physical, electronic, and procedural safeguards that meet applicable laws and regulatory standards. Specific measures include:

• Encryption: All data – including contact list information – is transmitted and stored using industry-standard encryption protocols to prevent unauthorized access.
• Access Controls: Access to personal data is restricted to authorized personnel only, used solely for the purposes outlined in this Policy.
• Employee Training: CUB employees are trained in the proper handling of personal information. The Bank has internal policies and procedures governing data access and usage.
• Third-Party Compliance: When other companies are used to provide services on behalf of CUB, it is ensured that such companies protect the confidentiality of personal information they receive in the same manner the Bank protects it.
• Mobile and telebanking calls may be recorded and monitored for security and service quality purposes.

The CUB mobile application app may contain links to external Government and private organization websites. Accessing such links is at the customer's own risk, as the Bank cannot guarantee the information handling practices of linked third-party websites.

8. Data Retention

Personal information may be retained for a duration required by regulatory clauses or as long as required to achieve the identified (and notified) purpose. Specifically:?

• Contact list data is retained only as long as necessary to fulfill the purposes described in this Policy, after which it is securely deleted.
• Transaction and account data is retained as per RBI and applicable regulatory guidelines.
• After the retention period lapses, personal information is securely purged from the Bank's systems.

9. Your Consent

By using the CUB mobile application app and agreeing to this Privacy Policy, you consent to the collection and use of your personal data, contact list, bio-metric data (if enabled), and other relevant information as described herein. You may withdraw your consent at any time by:

• Adjusting your device's app permissions for contact list or bio-metric access.
• Contacting the Bank through official channels for further assistance.

Withdrawal of consent may affect your ability to use certain features of the application.

10. Do's and Don't s of Mobile Banking

Do's

• Always download the latest version of CUB mobile application exclusively from the official Google Play Store or Apple App Store.
• Remember that the Bank will never ask you to verify your account information via email or phone call.
• Keep your device updated with the latest anti-virus and anti-spyware software.
• Check your account statement regularly and ensure all entries are correct.
• Report any erroneous or suspicious entries to the Bank immediately upon observation.
• Enable app lock and bio metric authentication for additional security.

Don't s

• Never download unknown or suspicious apps that permit remote access to your mobile device (e.g., AnyDesk, TeamViewer, AnyConnect).
• Do not share your passwords, OTP, card number, expiry date, CVV, or ATM PIN with anyone – including Bank officials.
• Do not enter any information on pages that appear as unsolicited pop-ups or unverified links.
• Remember that passwords and PINs are strictly confidential and not known even to Bank employees or service personnel – never divulge such information under any circumstances.
• Do not use public or unsecured Wi-Fi networks while performing banking transactions.
• Do not respond to phishing emails, SMS, or calls claiming to be from City Union Bank.

11. Grievance Redressal

In order to address any discrepancies or grievances related to personal information residing with the Bank, customers may use the following channels:

• Lodge a complaint via the Customer Grievance Form available at: www.cityunionbank.bank.in
• For KC-related queries or to obtain a copy of your KYC details, write from your registered email ID to: complaints_grievances@cityunionbank.in
• For discrepancies related to data privacy or data protection matters, write to the Bank's Data Protection Officer (DPO) at: DPO@cityunionbank.in
• Customer Care Helpline: 1800 120 5000 (Toll-Free)
• Visit your nearest City Union Bank branch for in-person assistance.

The Bank is committed to resolving all grievances within a reasonable time frame and in accordance with applicable regulatory guidelines.

12. Changes to This Policy

The Bank may, from time to time, change this Policy to reflect changes in applicable law, regulatory requirements, or improvements to the Bank's products and services. Any material changes will be communicated through the CUB mobile application app notification or through the Bank's official website. Continued use of the application following such changes constitutes your acceptance of the revised Policy.