{"id":"court_ctb_1409_10","court":"CTB","case_no":"22-50073","doc_number":1409,"sub_number":10,"doc_type":"EXHIBIT","filed_date":null,"title":"Exhibit 10 ","summary_zh":null,"summary_en":null,"body_en":"# Exhibit 10\n\n\n\n# **Code of Banking Practice**\n\nDecember 2021\n\n| 6. | Fees and Charges 5 | |\n|----|---------------------------------------------------------------------------------------------|--|\n| 7. | Debt Recovery Expenses 6 | |\n| 8. | Collection, Use, Holding and Erasure of Customer Information 6 | |\n| 9. | Personal Referees 7 | |\n| | 10. Equal Opportunity 8 | |\n| | 11. Bank Marketing 8 | |\n| | 12. Annualised Percentage Rates 10 | |\n| | 13. Handling Customer Complaints 10 | |\n| | 14. Modifications to Bank Branch Services 11 | |\n| | 15. Management of Banking Activities 11 | |\n| | 16.Notification of Cyberthreats, Fraudulent Activities and other Customer Security Risks 11 | |\n| | 17. Review of Application and Transaction Information 11 | |\n| | 18. Provision of Information in Non-paper Based Format 12 | |\n| | | |\n| | CHAPTER 2 - ACCOUNTS AND LOANS 13 | |\n| | 19. Opening of Accounts 13 | |\n| | 20.Closing of Accounts 13 | |\n| | 21. Operation of Accounts 13 | |\n| | 22. Rights of Set-off 15 | |\n| | 23. Deposit Accounts 15 | |\n| | 24. Loans and Overdrafts 16 | |\n| | 25. Residential Mortgage Lending 18 | |\n| | 26. Other Secured Lending 19 | |\n| | 27. Guarantees and Third Party Securities 19 | |\n| | | |\n| | CHAPTER 3 - CARD SERVICES 21 | |\n| | 28. Application 21 | |\n| | 29.Issue of Cards 21 | |\n| | 30. Terms and Conditions 25 | |\n| | 31. Fees and Charges 26 | |\n| | 32.Interest Rate 27 | |\n| | 33. Repayment 28 | |\n| | 34. Rights of Set-off 28 | |\n| | 35. Security of Cards/PINs 29 | |\n| | 36. Transaction Records 29 | |\n| | 37. Unauthorized Transactions 32 | |\n| | 38. Lost Cards/PINs 32 | |\n| | 39. Liability for Loss 33 | |\n| | 40. Treatment of Credit Balances 33 | |\n| | 41. Direct Mailing 33 | |\n| | | |\n| | CHAPTER 4 - PAYMENT SERVICES 34 | |\n| | 42.Cheques 34 | |\n| | | |\n\n| CHAPTER 5 - RECOVERY OF LOANS AND ADVANCES 37 | |\n|-----------------------------------------------|--|\n| 45. Application 37 | |\n| | |\n\n| 46. Debt Collection Activities 37 | |\n|------------------------------------------------------------|--|\n| 47. Management of Debt Collection Agencies 39 | |\n| CHAPTER 6 - ELECTRONIC BANKING SERVICES 40 | |\n| 48. Disclosure for e-banking Services 40 | |\n| 49. Security in relation to e-banking 40 | |\n| 50. Reporting of Actual or Suspected Security Incidents 41 | |\n| 51. Liability for Loss 41 | |\n| CHAPTER 7 - STORED VALUE CARDS (OR DEVICES) 42 | |\n| 52. Application 42 | |\n| 53.Issue of Stored Value Cards or Devices (SVCs) 42 | |\n| 54. Terms and Conditions and Fees and Charges 42 | |\n| 55. Operation of SVCs 43 | |\n| Annex I - Useful Definitions 44 | |\n| Annex II - Ban on Double-Cycle Billing 47 | |\n| Annex III - Recommended template on monthly statements 48 | |\n\n# **PART I - INTRODUCTION**\n\n#### **1. Status of the Code of Banking Practice**\n\n- 1.1. This Code of Banking Practice (Code) is issued jointly by the Hong Kong Association of Banks (HKAB) and the DTC Association (DTCA), i.e., the industry Associations, and endorsed by the Hong Kong Monetary Authority (HKMA).\n- 1.2. This is a non-statutory Code issued on a voluntary basis. It is to be observed by authorized institutions (institutions) in dealing with and providing services to their customers. It covers specifically banking services such as current accounts, savings and other deposit accounts, loans and overdrafts, card services, electronic banking services and stored value card services. However, the principles of the Code apply to the overall relationship between institutions and their customers in Hong Kong. Institutions' subsidiaries and affiliated companies controlled by them which are not institutions and are not licensed, regulated or supervised by any financial regulators in Hong Kong should also observe the Code where applicable when providing banking services in Hong Kong, such as lending, remittance or gold bullion service.\n- 1.3. The recommendations set out in this Code are supplementary to and do not supplant any relevant legislation, codes, guidelines or rules applicable to institutions authorized under the Banking Ordinance (Cap.155).\n- 1.4. HKAB and DTCA expect their respective members to comply with the Code. HKMA expects all institutions to comply with the Code and will monitor compliance as part of its regular supervision.\n- 1.5. The Code is subject to review and revision from time to time. Unless otherwise shown, this revised edition is effective from 10 December 2021. Institutions should take active steps to comply with the revised provisions as quickly as possible. They should achieve full compliance within 6 months of the effective date. The period for full compliance is extended to (i) 12 months for those sections of the Code which require system changes, other than section[s 17](#page-14-0) an[d 18;](#page-15-0) and (ii) 18 months for sections [17](#page-14-0) and [18.](#page-15-0)\n\n#### **2. General Principles**\n\n2.1. Equitable and Fair Treatment of Customers\n\nInstitutions should treat all customers equitably, honestly and fairly at all stages of their relationship with the institutions. Treating consumers fairly should be an integral part of the good governance and corporate culture of all institutions and their authorized agents. Special attention should be dedicated to the needs of vulnerable groups.\n\n2.2. Disclosure and Transparency\n\nInstitutions and their authorized agents should set out and explain clearly the key features, risks and terms of the products, fees, commissions or charges applicable, and make available the details of these to customers. Additional disclosures, including appropriate warnings, should be developed to provide information commensurate with the nature and risks of the products and services. They should also provide information on conflicts of interest associated with the use by institutions of their authorized agents through which any product is sold. Appropriate information should be provided at all stages of the relationship with the customer. All financial promotional material should be accurate, honest, understandable and not misleading. Standardised pre-contractual disclosure practices should be adopted where applicable and practicable to allow comparisons between products and services of the same nature.\n\nWhere advice is provided, the advice should be as objective as possible and should in general be based on the customer's profile considering the complexity of the product, the risks associated with it as well as the customer's financial objectives, knowledge, capabilities and experience. Institutions\n\nshould inform customers that it is important to provide institutions with relevant, accurate and available information.\n\n2.3. Financial Education and Awareness\n\nRecognising that customers have their responsibilities in enhancing financial literacy, institutions should join force with the government, regulatory bodies and other relevant stakeholders to promote financial education and awareness and help existing and future customers to develop the knowledge, skills and confidence appropriately to understand risks, including financial risks and opportunities, make informed choices, know where to go for assistance, and take effective action to improve their own financial well-being. The provision of broad based financial education and information to deepen consumer financial knowledge and capability should be promoted, especially to vulnerable groups. Clear information on consumer protection, rights and responsibilities should be easily accessible by customers.\n\n2.4. Responsible Business Conduct of Institutions and Authorized Agents\n\nInstitutions and their authorized agents should have as an objective, to work in the best interest of their customers and be responsible for upholding financial consumer protection. Institutions should also be responsible and accountable for the actions of their authorized agents and third party service providers. Depending on the nature of the transaction and based on information primarily provided by customers, institutions should assess the financial capabilities and needs of their customers before offering them a product, advice or service. Staff (especially those who interact directly with customers) should be properly trained and qualified. Institutions and their authorized agents should endeavour to avoid conflicts of interest. When this cannot be avoided, they should ensure proper disclosure, have in place internal mechanisms to manage such conflicts, or decline to provide the product, advice or service. The remuneration structure for staff of institutions and, where appropriate, their authorized agents should be designed to encourage responsible business conduct, fair treatment of consumers and to avoid conflicts of interest.\n\n2.5. Protection of Customer Assets against Fraud and Misuse\n\nInstitutions should have in place relevant information, control and protection mechanisms to protect customers' deposits, savings, and other similar financial assets appropriately and with a high degree of certainty, including against fraud, misappropriation or other misuses.\n\n2.6. Protection of Consumer Data and Privacy\n\nInstitutions should have in place appropriate control and protection mechanisms to protect customers' financial and personal information. These mechanisms should comply with all applicable legislation and in particular should define the purposes for which the data may be collected, processed, held, used and disclosed. The mechanisms should also acknowledge the rights of customers to be informed about data-sharing, to access data and to obtain the prompt correction and/or deletion of inaccurate, or unlawfully collected or processed data.\n\n2.7. Complaints Handling and Redress\n\nInstitutions and, where appropriate, their authorized agents should provide customers with reasonable channels to submit claims, make complaints and seek redress that are accessible, fair, accountable, timely and efficient. Such channels should not impose unreasonable cost, delays or burdens on customers.\n\n2.8. Competition\n\nInstitutions should allow customers to search, compare and, where appropriate, switch between products and institutions easily and at reasonable and disclosed costs.\n\n#### **3. Objectives**\n\n- 3.1. The Code is intended\n\t- (a) to promote good banking practices by setting out the minimum standards which institutions should follow in their dealings with customers;\n\t- (b) to increase transparency in the provision of banking services so as to enhance the understanding of customers of what they can reasonably expect of the services provided by institutions;\n\t- (c) to promote a stronger culture of treating customers fairly which will ensure customers' interests are taken into account by institutions in their business dealings with customers; and\n\t- (d) through the above, to foster customer confidence in the banking system.\n- 3.2. The above objectives are to be achieved\n\t- (a) having regard to the need for institutions to conduct business in accordance with prudential standards in order to preserve the stability of the banking system;\n\t- (b) while striking a reasonable balance between customer rights and efficiency of banking operations.\n\n#### **4. Enquiries**\n\n4.1. Enquiries about the Code should be addressed to HKAB or DTCA. Their current addresses and telephone numbers are as follows -\n\nThe Hong Kong Association of Banks Room 525, Prince's Building Central Hong Kong Tel: 2521 1160 or 2521 1169 Fax: 2868 5035 Website: www.hkab.org.hk\n\nThe DTC Association Unit 1704 17/F Bonham Trade Centre 50 Bonham Strand East Sheung Wan Hong Kong Tel: 2526 4079 Fax: 2523 0180 Website: www.dtca.org.hk\n\n4.2. The Code can be viewed or downloaded from the websites of HKAB and DTCA. All institutions will make copies of the Code available to customers or tell them how to get copies.\n\n# **PART II - RECOMMENDATIONS ON BANKING PRACTICE**\n\n#### **Chapter 1 - Relationship between Institutions and Customers**\n\n#### **5. Terms and Conditions**\n\n- 5.1. Institutions should make readily available to customers or prospective customers written terms and conditions of a banking service.Institutions should be prepared to answer any queries of customers or prospective customers relating to terms and conditions. In cases where the query relates to a service provided by a third party service provider, institutions may, where necessary, refer the query to the relevant third party service provider after obtaining the customer's consent or direct the customer to contact the third party service provider. Institutions should thereafter provide assistance to the customer if the customer so requests.\n- 5.2. Institutions should provide written terms and conditions of a banking service to prospective customers upon application of the banking service as far as possible. Where the provision of written terms and conditions is not practicable at the point of sale, institutions should provide key terms and conditions orally to prospective customers and provide a full set of the terms and conditions to the customers as soon as practicable afterwards. Where the provision of written or oral terms and conditions is not practicable at the point of sale, institutions should inform prospective customers where they can find the terms and conditions (including providing a link to the institution's website) and advise them to read and understand the terms and conditions before applying for the banking service and provide a full set of terms and conditions as soon as practicable afterwards.\n- 5.3. The terms and conditions should provide a fair and balanced description of the relationship between the customer and the institution.\n- 5.4. The terms and conditions should be available in both Chinese and English unless the banking service is governed by law other than that of Hong Kong or there is little or no demand for bilingual information. Institutions should use plain language and avoid complex legal and technical terms wherever practicable. Where legal and technical language is used, appropriate explanation should be provided where practicable. The terms and conditions should be presented in a reasonable layout and font size that is readily readable.\n- 5.5. The terms and conditions should, where applicable, highlight any fees, charges, penalties and relevant interest rates (or the basis on which these will be determined) and the customer's liabilities and obligations in the use of a banking service.\n- 5.6. In drawing up terms and conditions for banking services, institutions should have due regard to applicable laws in Hong Kong, including, in particular, the Personal Data (Privacy) Ordinance (Cap. 486) (PDPO), the Control of Exemption Clauses Ordinance (Cap.71), the Unconscionable Contracts Ordinance (Cap. 458), the Supply of Services (Implied Terms) Ordinance (Cap. 457) and any other prevailing consumer protection legislation.\n- 5.7. The terms and conditions should be consistent with this Code. Institutions should keep terms and conditions under review to ensure they are consistent with this Code.\n- 5.8. Institutions should advise customers to read and understand the terms and conditions when applying for banking services. Institutions should allow customers reasonable opportunity to review the terms and conditions before the applications. Where electronic devices are used in branches or other faceto-face situations to present the terms and conditions, institutions should, upon the request of customers, provide customers with alternative means to review the relevant information.\n- 5.9. Institutions should give customers 30 days' notice before any variation of the terms and conditions which affects fees and charges and the liabilities or obligations of customers takes effect (see also section [6.3](#page-8-0) and [6.4](#page-8-1) below). For all other variation, institutions should give customers reasonable\n\nnotice before such variation takes effect. The above requirements do not apply to variations of terms and conditions in respect of cards which are covered under section [30.8](#page-29-0) below.\n\n- 5.10. A notice of any variation of the terms and conditions should show clearly the variation with an explanation in plain language, where appropriate and practicable, and the ways in which the customer may indicate refusal and the consequence. In case the customer decides to terminate the banking service, the institution should not charge any fees for the termination under the following conditions -\n\t- (a) the variation of the terms and conditions is considered key and relevant to the specific banking service;\n\t- (b) the variation in (a) may adversely affect the customer; and\n\t- (c) the customer indicates the decision to terminate the banking service within the notice period before the variation in (a) takes effect.\n- 5.11. Where the variation involves substantial changes to existing terms and conditions or the changes are very complicated, the institution should provide a written summary of the key features of the revised terms and conditions.\n- 5.12. Institutions should issue a full version of the revised terms and conditions to customers if there are sufficient changes to warrant it, regardless of the nature of the changes.\n- 5.13. Where a customer refuses to accept the variation to the terms and conditions and chooses to terminate the banking service within a reasonable period, the institution should repay any annual or other periodic fee for that banking service on a pro rata basis, if the fee can be separately distinguished and unless the amount involved is minimal.\n- 5.14. In addition to the detailed terms and conditions, institutions should make readily available to customers general descriptive information of the key features of the various banking services as indicated in the following chapters of this Code.\n- 5.15. For the avoidance of doubt, sections [5.1](#page-7-0) an[d 5.8](#page-7-1) above should apply also to services or products (e.g. insurance, retirement plans and investment products) offered or provided by the institution's thirdparty service providers notwithstanding that the relevant terms and conditions for the service or product are set out in a separate contract between the service provider and the customer. Institutions should advise their service providers of the requirements in the remainder of this section and request them to observe these requirements as far as possible.\n\n#### **6. Fees and Charges**\n\n- 6.1. Institutions should make readily available to customers details of the fees and charges payable in connection with the banking services covered by the Code. All fees and charges should be of reasonable amounts. A schedule of the institution's standard fees and charges should be displayed in its principal place of business and branches and should be provided on request. Where institutions provide Internet banking services, such schedule should also be made available on the institutions' website and principal Internet banking platforms.\n- 6.2. Details of the basis of charges for services not subject to standard fees and charges should be advised at the time the services are offered and on request.\n- 6.3. Institutions should give at least 30 days' notice to affected customers before any change in the level of fees and charges (including any change in the basis on which fees and charges are determined) takes effect, except for fees and charges relating to cards (see section [30.8](#page-29-0) below).\n- 6.4. Where institutions give a notice pursuant to sections [5.9](#page-7-2) or [6.3](#page-8-0) above, they should adopt effective means of notification which would provide reasonable assurance that their customers will be\n\ninformed of the change and which do not rely unduly on the customers' own initiative. Individual notification to customers (whether by written notice, statement insert, message in an account statement, e-mail or SMS message) is considered as effective in fulfilling this purpose. But where this is not appropriate on grounds of disproportionate costs or likely ineffectiveness (for example, in the case of passbook savings accounts where the latest address of the customer may not be known to the institution), institutions may adopt other means of notification, such as one or more of the following -\n\n- (a) press advertisement;\n- (b) prominent display of notice in banking halls;\n- (c) display of notice on self-service terminal sites/screens;\n- (d) phone-banking message;\n- (e) notice posted on the website of the institution; and\n- (f) notice posted on the principal Internet banking platforms of the institution.\n- 6.5. Institutions should not impose administrative charges for handling cash deposits in Hong Kong dollars, except those in large quantities.\n- 6.6. Institutions should inform customers of the nature and amount of charges debited to their accounts promptly after any such charge is debited unless a prior notice has already been given in accordance with sectio[n 6.7](#page-9-0) below.\n- 6.7. Institutions should give 14 days' prior notice to customers when a charge accrues on dormant accounts for the first time, and advise them of what can be done to avoid such charges or where they can obtain such information.\n\n#### **7. Debt Recovery Expenses**\n\n- 7.1. Any cost indemnity provision contained in the terms and conditions should only provide for the recovery of costs and expenses which are of reasonable amount and were reasonably incurred.\n- 7.2. At the request of customers, institutions should provide a detailed breakdown of the costs and expenses for which customers are required to indemnify the institution.\n\n#### **8. Collection, Use, Holding and Erasure of Customer Information**\n\n- 8.1. Institutions should treat their customers' (and former customers') banking affairs as private and confidential.\n- 8.2. Institutions should at all times comply with the PDPO in the collection, use, holding and erasure of customer information. They should also comply with any relevant codes of practice issued or approved by the Privacy Commissioner for Personal Data giving practical guidance on compliance with the PDPO.\n- 8.3. On or before collecting customers' personal information, institutions should notify customers as specifically as possible of the classes of person to whom they may wish to make disclosure of customer information and the purpose of such disclosure. Classes of person about which customers should be specifically notified include among others -\n\t- (a) debt collection agencies;\n\t- (b) data processors to which the processing of personal information is to be, or may be, outsourced;\n\n- (c) credit reference agencies;\n- (d) subject to section [8.4](#page-10-0) below, persons to whom customers' contact details may be disclosed for marketing purposes including, related companies within the same group and other persons (classified in specific terms, such as co-branding partners of the institution or third party loyalty programme providers which in each case should be shown in application forms/leaflets for the relevant services or products provided to customers); and\n- (e) such other persons to whom disclosure may be required by applicable laws or regulatory guidelines issued from time to time.\n- 8.4. Institutions should not, without the prescribed consent of their customers, provide bankers' references in respect of a customer. An institution that intends to use customer information for direct marketing purposes shall comply with the PDPO and any relevant codes of practice.\n- 8.5. Where personal information is used by an institution for its own marketing purposes for the first time, the institution should inform the customer that the institution will, without charge to the customer, cease to so use the personal information if the customer so requests.\n- 8.6. Institutions should remind customers at least once every year or by including a standard notice in their marketing materials of the right to make the request referred to in section [8.5](#page-10-1) above.\n- 8.7. When a customer objects to the disclosure of the information referred to in section [8.3](#page-9-1)[\\(d\\)](#page-10-2) above or refuses to give the consent or an indication of no objection or withdraws any consent or indication of no objection required under the PDPO, the institution concerned should give effect to such objection, refusal or withdrawal and should not refuse to provide that customer with basic banking services.\n- 8.8. Where personal information is transferred to a third party service provider, for example, as part of an outsourcing arrangement, institutions should satisfy themselves that such information will be treated as confidential and adequately safeguarded by that service provider and adopt contractual or other means to prevent any information transferred to that service provider from being the subject of unauthorized or accidental access, processing, use, erasure or loss or kept longer than is necessary for the purposes stipulated in the outsourcing agreement. Institutions should remain accountable to customers for any complaints arising out of the handling of customer information by service providers and should not attempt to disclaim responsibility for any breach of customer confidentiality by service providers.\n\n#### **9. Personal Referees**\n\n- 9.1. Institutions may require applicants for banking services to provide in the application forms for such services the names and particulars of persons who have agreed to act as referees for the applicant.\n- 9.2. The role of referees is confined to providing, on a voluntary basis and upon request by the institution, information about the applicant in respect of the banking service specified in the application form. Referees have no legal or moral obligation to repay to the institution liabilities of a customer unless they have entered into a formal agreement to guarantee the liabilities of that customer.\n- 9.3. Institutions should require applicants for banking services to confirm that they have obtained the prior consent of the referees for their names to be used. If the applicant fails to give such confirmation, institutions should not approach the referees. In such cases, institutions should decide on their own judgement whether to continue to process the application.\n- 9.4. Institutions should not attempt to seek, directly or indirectly, repayment of debt from a customer's referees who are not acting as guarantors. Related to this, institutions should not pass information about referees (or third parties other than debtors or guarantors) to their debt collection agencies. If a referee is to be approached for information to help locate a debtor or guarantor, this should be done, without causing nuisance to the referee, by staff of the institution.\n\n#### **10. Equal Opportunity**\n\n- 10.1. Institutions should at all times comply with the relevant ordinances for the promotion of equal opportunity and any codes issued under these ordinances in the provision of banking services.\n- 10.2. In respect of customers with impairment, institutions should adopt a helpful approach to making available to them appropriate means to access banking services. In particular, institutions are encouraged to install specialised machines or software and to provide physical access to facilitate the provision of banking services to persons with impairment.\n- 10.3. Institutions should follow the relevant guidelines issued by the industry Associations with respect to the provision of services for customers with impairment or special needs, including but not limited to, \"Practical Guideline on Barrier-free Banking Services\" and \"Guideline on Banking Services for Persons with Intellectual Disabilities\", which are available on the website of HKAB.\n- 10.4. In addition to the statutory requirements, institutions should not discriminate against any customers simply on the ground of family status (for example, single parents), sexuality, age or race in the provision of banking services and in the quality and terms of services provided.\n- 10.5. Institutions should provide suitable training to front-line staff to raise awareness of the principles and guidelines relating to equal opportunity and the provision of assistance to customers with impairment.\n\n#### **11. Bank Marketing**\n\n- 11.1. Institutions should exercise care in the use of direct mail and in particular should exercise restraint and be selective -\n\t- (a) where customers are minors; and\n\t- (b) when promoting loans and overdrafts.\n- 11.2. Institutions should ensure that all advertising and promotional materials are fair and reasonable, do not contain misleading information and comply with all relevant legislation, codes and rules. Where benefits are subject to conditions, such conditions should be clearly displayed in the advertising materials wherever practicable. Where there are limitations as to space, e.g. in poster advertisements and television commercials, the advertisement should include reference to the means by which further information may be obtained. Where digital media or channels are used and to the extent that such media or channels impose limitations on space and the number of characters or other constraints, institutions should consider the appropriateness of using such media or channels as a means of promoting products and services of a complex nature and whose terms, features or risks may not be easy for customers to understand. Where such media or channels are used for promoting such products and services, institutions should consider the incorporation of images, infographics or other means for conveying necessary information to customers, or include reference to the means by which further information may be obtained.\n- 11.3. In any marketing process and advertising and promotional material for a banking service, institutions should indicate the interest rate and relevant fees and charges normally incurred in a clear and prominent manner and that full details of the relevant terms and conditions are available on request. Where reference is made to an interest rate, institutions should also indicate the Annualised Percentage Rate (APR). To the extent practicable, the advertising and promotional materials should provide a description of the APR, e.g. an APR is a reference rate which includes the basic interest rate and other fees and charges of a product expressed as an annualised rate. Where the interest rate of a banking product is commonly quoted in terms of an annualised floating rate, institutions are not obliged to quote the corresponding APR but should show any relevant fees and charges normally incurred, such as annual fees, in a clear and prominent manner.\n\n- 11.4. Where institutions engage or collaborate with third parties to promote the institution's products or services, institutions are responsible to ensure all promotional activities including advertising and promotional materials published or shared by these third parties during the term of engagement or collaboration are fair and reasonable, do not contain misleading information and comply with sections [11.2](#page-11-0) and [11.3.](#page-11-1) For the avoidance of doubt, this section does not apply to materials posted or shared on public domain by third parties who are not engaged by or collaborating with the institution to promote its products or services, or where the materials published or shared by the third parties engaged by or collaborating with the institution are reposted or further shared by parties other than such third parties.\n- 11.5. Institutions should maintain one or more convenient channels for the public to verify the authenticity of marketing and promotional activities and materials of the institutions and third parties engaged by or collaborating with the institutions. Institutions may determine the specific channel(s) that are appropriate in the circumstances, provided that the channel(s) are convenient to use and the availability of the channel(s) are clear to the public. Institutions should ensure the channel(s) for verification remain(s) available for a reasonable period of time after the conclusion of the relevant marketing and promotional activities.\n- 11.6. Institutions should exercise restraint in making unsolicited (that is, cold) calls to customers, taking account of the general principles stated in relevant guidelines of the HKMA pertaining to marketing activities conducted by institutions.\n- 11.7. When introducing a new or enhanced service or product to customers which involves a cost or potential liability or potential risk of financial loss to them, institutions should not automatically enrol customers into the service or product, i.e. should not enrol them without the prescribed consent of the customers. In cases where the new or enhanced service or product does not involve an additional cost or potential liability or potential risk of financial loss to customers, institutions should allow a period of at least 14 days for customers to decline acceptance of the service or product, and provide a convenient channel for customers to indicate that they decline acceptance. Institutionsshould notify customers explicitly that customers may decline acceptance of the service or product and the channel(s) through which customers may do so.\n- 11.8. Where a \"benefit\" is conferred on customers involving no additional cost or potential liability or potential risk of financial loss to the customers, this should not be treated as an \"enhanced service or product\" in relation to which the requirements under section [11.7](#page-12-0) above apply. In determining what constitutes a \"benefit\", the following principles should be satisfied -\n\t- (a) it does not involve present or future cost or liability or potential risk of financial loss to the customers;\n\t- (b) it is available to all customers who subscribe to the related service or product and it is not practicable to offer a choice to a particular customer whether to enjoy the \"benefit\"; and\n\t- (c) to enjoy the \"benefit\", customers are not required to deviate from the normal usage of the related product or service but may be required to initiate action(s) that fulfils certain condition(s).\n- 11.9. For the avoidance of doubt, sections [11.7](#page-12-0) to [11.8](#page-12-1) above do not apply to introduction of enhanced security features by institutions or other similar situations.\n- 11.10. In distributing insurance products, retirement plans and investment products as agents for third party service providers, institutions should ensure that the following information is provided to customers or prospective customers separately or as part of the relevant marketing materials -\n\t- (a) the institution distributes the product for the third party service provider and the product is a product of the third party service provider but not the institution; and\n\t- (b) in respect of an eligible dispute (as defined in the Terms of Reference for the Financial Dispute Resolution Centre in relation to the Financial Dispute Resolution Scheme) arising between the institution and the customer out of the selling process or processing of the related transaction,\n\nthe institution is required to enter into a Financial Dispute Resolution Scheme process with the customer; however any dispute over the contractual terms of the product should be resolved directly between the third party service provider and the customer.\n\n11.11. While banking services provided by institutions are exempted from the Trade Descriptions Ordinance (Cap.362), in providing banking services and to the extent applicable to those services, institutions should endeavour not to engage in unfair trade practices described in Part 2B of the Trade Descriptions Ordinance, which include misleading omissions, aggressive commercial practices, bait advertising, bait-and-switch, and wrongly accepting payment.\n\n#### **12. Annualised Percentage Rates**\n\n- 12.1. Institutions should where relevant quote APRs of banking products to facilitate comparison between different charging structures. Where an interest rate for a product is commonly quoted in terms of an annualised floating rate (e.g. deposits, overdrafts and mortgage loans), institutions are not obliged to quote the corresponding APR, but they should show all relevant fees and charges normally incurred related to the product in a clear and prominent manner.\n- 12.2. Institutions should be prepared to respond to inquiries from customers concerning APRs and the methods of calculation, and also to advise customers the APRs of specific products. The method set out in the relevant guidelines issued by the industry Associations should be adopted in the calculation of the APR.\n- 12.3. While institutions are exempt from the Money Lenders Ordinance (Cap. 163) so that the interest rates they charge are not restricted, they should not charge customers extortionate interest rates. If the APRs charged by them on regular performing loans or delinquent revolving loans or loans re-priced due to delinquency (which are calculated in accordance with the method set out in the relevant guidelines issued by the industry Associations) or the annualized interest rates charged by them on amount in default or overdue exceed the level which is presumed to be extortionate under the Money Lenders Ordinance, they should be able to justify why such high interest is not unreasonable or unfair. Unless justified by exceptional monetary conditions, the APRs charged on regular performing loans or delinquent revolving loans or loans re-priced due to delinquency or the annualized interest rates charged on amount in default or overdue should not exceed the legal limit as stated in the Money Lenders Ordinance. For the avoidance of doubt, fees and charges in fixed amounts should not be included in the calculation of annualized interest rates. Fees and charges in fixed amounts imposed on loans in default should be reasonable.\n\n#### **13. Handling Customer Complaints**\n\n- 13.1. Institutions should establish procedures for handling customer complaints in a fair and speedy manner. The complaint procedures should take into account the following criteria -\n\t- (a) transparency the applicable procedures should be documented;\n\t- (b) accessibility the procedures should be easily invoked by customers; and\n\t- (c) effectiveness the procedures should provide for the speedy resolution of disputes in a fair and equitable manner.\n- 13.2. Details of how to invoke complaint procedures should be made available to customers and other interested parties such as personal referees and guarantors so that they know what steps to take if they wish to make a complaint. Institutions are encouraged to make available details of how to invoke complaint procedures in tape recording or in Braille for the visually-impaired.\n- 13.3. Institutions should ensure that all their staff who deal directly with customers are made aware of the complaint procedures and are able to help customers by giving correct information about these procedures.\n\n13.4. Institutions should send an acknowledgment to the complainant within 7 days upon receiving a written complaint (where the complaint cannot be resolved within 7 days) and a written response to the complaint within a reasonable period, normally not exceeding 30 days. Correspondence with the complainant should be sent in Chinese or English in accordance with the language of the complaint.\n\n#### **14. Modifications to Bank Branch Services**\n\n- 14.1. Before deciding to close, relocate or perform a material change to the scope of services of any bank branch, institutions should give due consideration to, amongst other factors, the community's needs for banking services and the impact on customers in the vicinity, in particular the elderly and those with impairments. Where a decision is made to close, relocate or perform a material change to the scope of services of a bank branch, the institution should consider implementing appropriate measures to minimise the impact on customers.\n- 14.2. Institutions should give reasonable notice to customers before closing (including temporary closure where practicable), relocating or materially changing the scope of services of a branch. The notice should also be prominently displayed on the branch premises, and institutions may consider posting an additional notice in their principal Internet banking platforms, as appropriate. The notice should contain details of how the institution may continue to provide services to customers and provide contact information in case of enquiries by customers. The notice period should not be less than 2 months unless it is not practicable for institutions to provide such notice (e.g. because of unforeseen circumstances). Institutions should however provide a longer period of notice if the branch to be closed provides safe deposit box services.\n\n#### **15. Management of Banking Activities**\n\n- 15.1. Institutions should have proper arrangements in place for banking activities which take place at bank branches or other locations and which may have high demand to enable such activities to be conducted in a fair and orderly manner while minimising nuisance or inconvenience to customers and the public.\n- 15.2. Institutions should ensure transparency on the relevant details of such activities and provide adequate information about the arrangement, and any subsequent changes in the arrangement, to customers and/or prospective customers as early as practicable through effective means.\n\n#### **16. Notification of Cyberthreats, Fraudulent Activities and other Customer Security Risks**\n\nInstitutions that become aware of cyberthreats, frauds, scams, bogus marketing and promotional communications and other customer security risks (collectively \"customer security risk events\") in relation to the institutions should endeavour to issue warning messages on the customer security risk events concerned to all or the relevant customers as appropriate as soon as practicable if: (a) there is or appears to be a reasonable likelihood that all or the relevant customers would be affected by the customer security risk events; and (b) the institutions have received multiple reports of financial losses caused by the customer security risk events from customers. The warning messages should target the particular customer security risk events concerned, alert customers of the relevant risks and include suggested measures which the customers should take to protect themselves.\n\n#### **17. Review of Application and Transaction Information**\n\nUpon the application by a customer of a product or service, and prior to the execution of a transaction, institutions should provide to and allow a reasonable opportunity for the customer to review the relevant document(s) before the application or the execution, as applicable. Where electronic devices are used in branches or other face-to-face situations to present the information, institutions should, upon the request of customers, provide customers with alternative means to review the relevant information.\n\n#### **18. Provision of Information in Non-paper Based Format**\n\n- 18.1. Where information referred to in sections [5.2,](#page-7-3) [5.10,](#page-8-2) [5.11,](#page-8-3) [5.12,](#page-8-4) [6.3,](#page-8-0) [13.4,](#page-14-1) [21.3,](#page-17-0) [23.5,](#page-19-0) [24.2,](#page-19-1) [24.3,](#page-20-0) [27.1,](#page-22-0) [27.6,](#page-23-0) [27.7,](#page-23-1) [27.8,](#page-23-2) [30.4,](#page-29-1) [36.3](#page-33-0) or [46.8](#page-41-0) is provided in an exclusively non-paper based format, institutions should ensure the information is provided in a format that allows customers to, at the time of provision, directly download and store the information for future reference. Institutions which provide the information to customers in a non-paper based format should so notify the customers in advance explicitly and the customers do not object to it. For section [13.4,](#page-14-1) such prior notification may not be required if customers' preference for receiving non-paper based information is clear to the institutions. Furthermore, institutions should also cater for the needs of customers for information to be supplied in a paper-based format under special circumstances.\n- 18.2. Where information referred to in sections [5.2,](#page-7-3) [5.10,](#page-8-2) [5.11,](#page-8-3) [5.12,](#page-8-4) [6.3](#page-8-0) or [30.4](#page-29-1) is provided in a nonpaper based format which allows customers to directly download and store the information subsequent to the time of provision, institutions should allow the customers to continue to do so within a reasonable specified timeframe and the information must remain unchanged during the specified timeframe. Institutions should clearly inform customers of the specified timeframe within which the information will be available for download and that the customers may not be able to access or download such version of the information subsequent to the expiry of the specified timeframe.\n\n### **Chapter 2 - Accounts and Loans**\n\n#### **19. Opening of Accounts**\n\n- 19.1. Institutions should satisfy themselves about the identity of a person seeking to open an account in order to protect their customers, the public and themselves against misuse of the banking system.\n- 19.2. Institutions should comply with the customer due diligence requirements set out in Schedule 2 of the Anti-Money Laundering and Counter-Terrorist Financing (Financial Institutions) Ordinance (Cap. 615). The HKMA's Guideline on Anti-Money Laundering and Counter-Terrorist Financing provides guidance in relation to these requirements, which include verifying the customer's identity by reference to documents, data or information provided by a reliable and independent source, such as passports or identity cards. The residential address, and information relevant to understanding the purpose and intended nature of the business relationship, such as the customer's occupation, should also be obtained.\n- 19.3. Institutions should provide to customers or prospective customers upon request general descriptive information about the customer due diligence requirements.\n\n#### **20. Closing of Accounts**\n\n- 20.1. Either the customer or the institution may end any banking relationship at any time subject to any specific terms and conditions relating to the closing of accounts.\n- 20.2. Institutions should not close a customer's account without first giving at least 30 days' notice or upon the customer's request a longer period of notice where it is practicable to do so. This will not apply in exceptional circumstances, for example, where the account is being used or is suspected of being used for illegal activities. Institutions should, where appropriate and not against the law, also consider providing a reason to the customer for closing the account.\n\n#### **21. Operation of Accounts**\n\n- 21.1. In addition to the detailed terms and conditions, institutions should make readily available to customers general descriptive information about the operation of their accounts. Such information should include -\n\t- (a) any regular fees;\n\t- (b) any minimum balance requirement, and the charges payable if the balance falls below the prescribed minimum;\n\t- (c) treatment of inactive or dormant accounts (see section [6.7](#page-9-0) above);\n\t- (d) the usual time taken for clearing a cheque or a payment instrument credited to the account;\n\t- (e) any rights of set-off claimed by the institution (see section [22](#page-18-0) below); and\n\t- (f) the closing of accounts (see section [20](#page-16-0) above).\n- 21.2. Institutions should make readily available to customers of joint accounts general descriptive information about the operation of their accounts. Such information should include -\n\t- (a) the rights and responsibilities of each customer of the joint account;\n\n- (b) the implications of the signing arrangements to be specified in the account mandate for the operation of the joint account, particularly that any transactions entered into by the authorized signatory or signatories will be binding on all account holders;\n- (c) the manner in which such authorized signatory or signatories or signing arrangements can be varied;\n- (d) the nature of liability for indebtedness on a joint account; and\n- (e) any rights of set-off claimed by the institution in respect of joint accounts (see section [22](#page-18-0) below).\n- 21.3. Institutions should provide customers with statements of account at monthly intervals unless -\n\t- (a) a passbook or other record of transactions is provided;\n\t- (b) there has been no transaction on the account since the last statement; or\n\t- (c) otherwise agreed with the customer.\n\nWhere institutions do not post or email statements of account to customers but require them to access the information electronically, institutions should advise customers concerned when the statements are available for such access.\n\n- 21.4. Institutions may provide statements of account in a non-paper based format to customers where the institutions have explicitly notified the customers at the time of application for the accounts or in advance at any other time that non-paper based statements will be provided and the customers are given an option to receive paper statements instead. When providing the notice, institutions should also advise the customers of the fees and charges, if any, for choosing to receive or to continue to receive paper statements and the procedures to choose to receive paper statements subsequently.\n- 21.5. Before closure of bank accounts, institutions should remind the customers to download and store their non-paper based statements of account, if applicable, for record purposes and that the customers will no longer be able to access their statements after closure of the accounts. Institutions should allow reasonable time for the customers to download and store their non-paper based statements or provide paper statements to the customers upon their request.\n- 21.6. For retail customers who have opted for statements of account in a non-paper based format for integrated accounts, Hong Kong dollars current accounts and/or Hong Kong dollars savings accounts, institutions should allow the customers to access their non-paper based statements from and store them on the Internet banking platforms for a minimum period of 7 years. Institutions should, starting with the non-paper based statements made available on their Internet banking platforms as of 31 March 2020, incrementally accumulate non-paper based statements for a cycle period of at least 7 years. The retrieval period of the statements of other types of accounts should be sufficiently long to allow reasonable access by customers. Institutions should follow the relevant guidelines issued by the industry Associations from time to time.\n- 21.7. Institutions should advise customers to examine their statements of account and allow a reasonable period of time of at least 90 days for them to report any unauthorized transactions in the statement. Customers should be warned that the institution would reserve the right to regard the statement as conclusive should they fail to report any unauthorized transactions within the specified period. Institutions should not, however, avail themselves of this right in relation to -\n\t- (a) unauthorized transactions arising from forgery or fraud by any third party including any employee, agent or servant of the customer and in relation to which the institution has failed to exercise reasonable care and skill;\n\t- (b) unauthorized transactions arising from forgery or fraud by any employee, agent or servant of the institution; or\n\n(c) other unauthorized transactions arising from the default or negligence on the part of the institution or any of its employees, agents or servants.\n\n#### **22. Rights of Set-off**\n\n- 22.1. The descriptive information made available to customers (see section [21](#page-16-1) above) should include clear and prominent notice of any rights of set-off claimed by the institution over credit and debit balances in different accounts of the customer.\n- 22.2. In particular, it should be made clear to customers of a joint account whether the institution claims the right to set off the credit balance in that account against the debit balance in other accounts which may be held by one or more of the holders of the joint account.\n- 22.3. Institutions should set out in their terms and conditions the circumstances under which they would exercise their rights of set-off.\n- 22.4. Institutions should inform the customer promptly after exercising any rights of set-off.\n\n#### **23. Deposit Accounts**\n\n- 23.1. Institutions should publicize or display in their principal place of business and branches and provide on their websites and principal Internet banking platforms the rates offered on interest-bearing accounts, except where rates are negotiable.\n- 23.2. Institutions should make readily available to customers the following information on all deposit accounts -\n\t- (a) the interest rate applicable to their accounts;\n\t- (b) the basis on which interest will be determined, including where relevant the APR (see section [12](#page-13-0) above), whether interest will be paid on a simple or compound basis and the number of days in the year (in both ordinary and leap years) that will be used for the calculation;\n\t- (c) frequency and timing of interest payments; and\n\t- (d) the basis on which fees and charges on deposit accounts will be determined.\n- 23.3. Institutions should provide the following additional information to customers in respect of time deposits -\n\t- (a) the manner in which payment of interest and principal will be made and the costs associated with different methods of withdrawing such funds (for example, by means of cashier's order);\n\t- (b) the manner in which funds may be dealt with at maturity (for example, automatic rollover, transfer to savings or current accounts etc.);\n\t- (c) the interest rate, if any, that will apply on time deposits which have matured but have not been renewed or withdrawn; and\n\t- (d) the charges and/or forfeiture of interest which may arise from early or partial withdrawal of deposits.\n- 23.4. If the date of maturity of a time deposit falls on a day which is not a business day, the deposit shall be deemed to mature on the succeeding business day.\n\n- 23.5. Institutions should provide customers with a contemporaneous receipt or advice for deposits at call or notice or fixed deposits which should show the date of deposit. In the case of fixed deposits, the receipt or advice should specify the rate of interest and a single date of maturity. In the case of call deposits, the receipt or advice should specify the initial rate of interest and the period of notice required to uplift the deposit.\n- 23.6. Institutions should inform customers of changes in interest rates (other than those which change on a daily basis) and the effective date by notices in the main offices, branches, their websites and principal Internet banking platforms, or on the statements of account, or by advertisements in the press. For changes to promotional interest rates after customers have placed deposits with institutions (except for those changes of which the customers are already informed at the time of deposit placement), institutions should adopt effective means of notification which would provide reasonable assurance that their customers will be informed of the change and which do not rely unduly on the customers' own initiative. Individual notification to customers (whether by written notice, message on statement of account, statement insert, e-mail or SMS message) are considered as effective in fulfilling this purpose.\n- 23.7. Institutions should at all times comply with any relevant regulatory requirements of the HKMA or the Securities and Futures Commission on risk disclosure for structured deposits (e.g. deposits or accounts involving derivatives, such as equity, index, commodity, credit, currency and interest ratelinked deposits). Institutions should make a risk disclosure statement in advertising and promotional materials relating to structured deposits. Such statement should include -\n\t- (a) an explicit warning of the risks of dealing in the structured deposits; and\n\t- (b) information on whether the principal, interest or both may be subject to possible loss arising from the structured deposits.\n\n#### **24. Loans and Overdrafts**\n\n- 24.1. Approval of loans or overdrafts is subject to institutions' credit assessment which should take into account the applicants' ability to repay. In doing so, institutions may have regard to such factors as -\n\t- (a) prior knowledge of the customer's financial affairs gained from past dealings;\n\t- (b) the customer's income and expenditure;\n\t- (c) the customer's assets and liabilities;\n\t- (d) information obtained from credit reference agencies; and\n\t- (e) other relevant information supplied by the applicant.\n- 24.2. Institutions should endeavour to ensure that a prospective borrower understands the principal terms and conditions of any borrowing arrangement. The following information should be provided upon application for a loan or overdraft or, where relevant, in a subsequent offer, and on request -\n\t- (a) the rate of interest for the loan or overdraft, and whether it may be varied over the period of the loan;\n\t- (b) a brief explanation of the basis on which interest will be determined and when it will be payable, including where relevant the APRs (see section [12](#page-13-0) above), and the number of days in the year (in both ordinary and leap years) that will be used for the calculation;\n\t- (c) all fees and charges which will apply, and a brief explanation of the basis on which such fees and charges will be determined and when they will be payable;\n\n- (d) the specified period during which the loan offer may be accepted by the prospective borrower;\n- (e) details of terms of repayment, including the loan tenor and, where relevant the instalments payable by the customer;\n- (f) any overriding right to demand immediate repayment;\n- (g) other significant features such as security requirements, late payment charges and the charges or termination fees for early repayment, and a brief description of the basis on which the late payment charges and the charges or termination fees for early repayment will be determined and when they will be payable; and\n- (h) the institution's right, in the event of default of the customer, to set off any credit balance in other accounts held by the customer (or in a joint account of the customer) against the amount due to the institution.\n- 24.3. In addition to the information set out in section [24.2](#page-19-1) above, the following information on instalment loans (i.e. loans repayable by equal instalments) should be provided to customers upon application for a loan or in a subsequent offer, and on request -\n\t- (a) where applicable, the loan balance used as the basis for calculating the fees and charges under sections [24.2](#page-19-1)[\\(c\\)](#page-19-2) and [24.2](#page-19-1)[\\(g\\)](#page-20-1) above and the timing when the loan balance is determined; and\n\t- (b) the apportionment of interest and principal for each loan repayment throughout the loan tenor and the method of apportionment.\n- 24.4. Institutions should, in addition to complying with section [5.2](#page-7-3) above, provide a consistent and succinct summary of major terms and conditions to customers in the form of a Key Facts Statement when they apply for loans and overdrafts and on request. A Key Facts Statement should include information which is of significant concern to customers, such as interest rates, fees and charges, and should follow the standard template provided in the relevant guidelines issued by the industry Associations.\n- 24.5. For loans with a specified maturity date, institutions should quote the APRs for different tenors which are commonly selected by customers.\n- 24.6. For loans which are revolving in nature (excluding overdrafts), institutions should quote the APR calculated in accordance with the method set out in the relevant guidelines issued by the industry Associations together with the annual fee. The APR and the annual fee should be shown with equal prominence whenever interest rates are quoted.\n- 24.7. Where there is more than one applicable interest rate during the loan period, institutions should quote an APR which takes into account all the applicable interest rates for different parts of the loan period and is calculated in accordance with the method set out in the relevant guidelines issued by the industry Associations.\n- 24.8. The number of days used as the basis of interest calculation for loans and deposits should be consistent.\n- 24.9. Where the rate of interest for a loan or an overdraft is based on a reference rate, for example, best lending rate, institutions should notify customers of any changes in the reference rate as soon as practicable, unless such changes have been widely publicized in the media.\n- 24.10. Institutions should notify customers promptly when accounts without pre-arranged credit facilities are overdrawn and the related fees and charges.\n- 24.11. If institutions intend to charge a default rate of interest and make other charges in accordance with the relevant terms and conditions when customers overdraw their accounts or exceed an agreed borrowing limit, institutions should advise customers in advance of their right to impose such default interest and charges and inform customers promptly after exercising such right.\n\n24.12. Institutions should advise customers to inform them as soon as possible of any difficulty in repaying or servicing the loan over the credit period.\n\n#### **25. Residential Mortgage Lending**\n\n- 25.1. This section applies to any mortgage loan secured on a residential property / car park regardless of the purpose of the loan or the location of the residential property / car park. In the case of an individual providing (or proposing to provide) a residential property / car park as third party security, section [27](#page-22-1) below will apply.\n- 25.2. Institutions should provide customers and prospective customers with information similar to that in section [24.2](#page-19-1) above upon application for a mortgage loan secured on a residential property / car park or, where relevant, in a subsequent offer and on request. In addition, institutions should warn customers that the mortgage loan is secured on the property in question and that default may result in the institution taking possession of, and selling, the property.\n- 25.3. In the case of an \"All Monies\" mortgage (i.e. a mortgage which will secure all amounts payable by the borrowers) executed on or after 4 July 2005 involving more than one borrower, the amount secured under the mortgage should not exceed the amount of money, obligations and liabilities owing or incurred at any time by the co-borrowers jointly. This does not restrict a co-borrower acting as surety from separately guaranteeing or securing the other's obligations in a transparent manner which complies with the provisions of section [27](#page-22-1) below.\n- 25.4. Institutions should provide customers with revised particulars of instalments payable by the customer after every adjustment of the interest rate.\n- 25.5. Institutions should inform customers and prospective customers if they have to pay for the legal expense of both the solicitors who represent themselves and the solicitors who represent the institutions to prepare mortgages on properties.\n- 25.6. Institutions should also inform customers or prospective customers that they have the right to employ separate solicitors for themselves, and the cost implications of doing so.\n- 25.7. Customers may, from institutions' approved lists, appoint solicitors to represent both themselves and the institutions(unless it is the institution's policy to require separate legal representation) and employ insurers which they think fit to insure the properties against fire or other serious damage. The coverage of such approved lists should be sufficiently wide to allow customers to make a choice. In the case of insurers, the approved list should include insurers which are not related to the institution.\n- 25.8. Institutions should inform customers and prospective customers that they may employ solicitors not on the approved lists of institutions (a) to represent themselves, and, (b) if the institutions' policy so allows to represent both themselves and the institutions, and if they do so, the procedures involved, the nature and amount of the fees and charges levied by the institutions, and the nature of any extra fees that may be charged by the solicitors which are known to the institutions including the costs for the additional work for each solicitor in reviewing the other solicitor's documentation under scenario (a).\n- 25.9. If it is the institutions' policy to require separate legal representation or to employ only solicitors on the approved lists to represent the institutions, this should be highlighted to customers and prospective customers. Institutions should also inform customers and prospective customers of the cost implications as a result.\n- 25.10. Institutions should inform customers and prospective customers that they may employ insurers not on the approved lists of institutions, and if they do so, the procedures involved, any criteria to be fulfilled by the insurers (e.g. any minimum policy cover), any fees charged by the institutions, and any extra costs involved. Any criteria imposed should be reasonable.\n\n- 25.11. Institutions should inform customers or prospective customers upon mortgage applications and renewals of the fire insurance policy on the property that they may choose to take out a fire insurance policy (from an insurer on the approved lists of the institutions or not), or to adopt the master fire insurance policy of the property (where this exists and is acceptable to the institutions). Institutions should not charge any fee if a customer chooses the master fire insurance policy option. Institutions may however require customers to take out fire insurance in addition to such master fire insurance policy under reasonable circumstances, and in doing so, institutions should provide the reason to the customers.\n- 25.12. The amount and the nature of risks to be insured during the term of the loan should be reasonable and should be a matter of mutual agreement between institutions and their customers. Institutions should provide an option for the customers or prospective customers to choose whether the insured amount should be based on, for example, the original loan value, the current loan value or the cost of reinstating the property, and should inform them if any option involves extra costs or fees (for example, valuation fees).\n- 25.13. On receipt of a request from customers for discharge of a mortgage, institutions should as soon as reasonably practicable release title deeds and any relevant documents (other than the mortgage itself) to the solicitor representing the customer against the solicitor's undertaking to return the documents on demand as appropriate. Unless institutions encounter any practical difficulties, this process should normally be completed within 21 days. If institutions are unable to meet this industry standard, they should promptly inform the customer.\n- 25.14. Institutions should guard against fraud by persons misrepresenting themselves as the owner(s) of the property by following the relevant guidelines issued by the industry Associations.\n\n#### **26. Other Secured Lending**\n\nIn the case of a security document other than a residential mortgage involving more than one borrower executed on or after 3 January 2006, the amount secured under the security document should not exceed the amount of money, obligations and liabilities owing or incurred at any time by the co-borrowers jointly. This does not restrict a co-borrower acting as surety from separately guaranteeing or securing the other's obligations in a transparent manner which complies with the provisions of section [27](#page-22-1) below.\n\n#### **27. Guarantees and Third Party Securities**\n\n- 27.1. Subject to the consent of the borrower as required in section [27.9](#page-23-3) below, institutions should provide an individual proposing to give a guarantee or third party security (the surety) with a copy or summary of the contract evidencing the obligations to be guaranteed or secured.\n- 27.2. Institutions should in writing (in printed form) advise the surety -\n\t- (a) that by giving the guarantee or third party security, the surety might become liable instead of or as well as the borrower;\n\t- (b) whether the guarantee or third party security is unlimited as to amount (that is to say that the institution may agree to extend further facilities to the borrower without the consent of the surety) and, if so, the implications of such liability (for example, that the surety will be liable for all the actual and contingent liabilities of the borrower, whether now or in future including for further facilities extended to the borrower) and if this is not the case, what the limit of the liability will be;\n\t- (c) whether the liabilities under the guarantee or the third party security are payable on demand;\n\t- (d) under what circumstances the surety would be called upon to honour his or her obligations;\n\n- (e) under what circumstances, and the timing within which, it would be possible for the surety to extinguish his or her liability to an institution; and\n- (f) that the surety should seek independent legal advice before entering into the guarantee or providing third party security.\n- 27.3. A clear and prominent notice regarding the provisions in section [27.2](#page-22-2) above should be included in or attached to the guarantees and other third party security documentation.\n- 27.4. Institutions should provide a surety with an option to choose whether the guarantee or third party security should be limited or unlimited in amount (as described in section [27.2](#page-22-2)[\\(b\\)](#page-22-3) above).\n- 27.5. For the purpose of section [27.4](#page-23-4) above, a limited guarantee or third party security may include one which is either -\n\t- (a) limited in amount in respect of principal; or\n\t- (b) unlimited in amount but is limited to secure one or more specific facilities\n\nand may, with the consent of the surety (and only with the consent of the surety), secure additional amounts, further facilities or changed facilities (in the case of (a)) or further or changed facilities (in the case of (b)) beyond those originally secured.\n\n- 27.6. Where a guarantee or third party security is unlimited in amount (as described in section [27.2](#page-22-2)[\\(b\\)](#page-22-3) above), institutions should give notice to the surety as soon as reasonably practicable when further facilities are extended to the borrower or when the nature of the facilities extended to the borrower is changed.\n- 27.7. Institutions should provide the surety with a copy of any formal demand for overdue payment that is sent to the borrower who has failed to settle the overdue amount following a customary reminder.\n- 27.8. Subject to the consent of the borrower as required in section [27.9](#page-23-3) below, institutions should provide, upon request by the surety, a copy of the latest statement of account provided to the borrower, if any.\n- 27.9. Before accepting a guarantee or a third party security, institutions should obtain the prescribed consent of the borrower to provide the surety with the documents mentioned in sections [27.1,](#page-22-0) [27.7](#page-23-1) an[d 27.8](#page-23-2) above. If the borrower does not give consent, the institution should inform the surety of this in advance so that he or she can decide whether to provide the guarantee or the security.\n\n# **Chapter 3 - Card Services**\n\n#### **28. Application**\n\nThis chapter applies to the provision of card services either directly by institutions or through their subsidiaries or affiliated companies controlled by them. Except where otherwise specified, this chapter applies to all cards issued by card issuers (see definition of \"Cards\" in the definition section).\n\n#### **29. Issue of Cards**\n\n- 29.1. Card issuers should act responsibly in the issue and marketing of credit cards and the setting of credit card limits, in particular to persons (such as full time students) who may not have independent financial means. Card issuers should in all cases -\n\t- (a) not open a credit card account for customers, or increase any credit limit applicable to such accounts, unless the card issuers consider the ability of the customers' repayment capacity or financial strength. Card issuers should establish and maintain reasonable written policies and procedures for assessing customers' repayment capacity or financial strength;\n\t- (b) not open credit card accounts for customers who are less than 18 years old, unless the customers have submitted a written application and the card issuers have -\n\t\t- (i) financial information indicating that the customers have an independent ability to repay the proposed extension of credit in connection with the accounts, or\n\t\t- (ii) an agreement signed by a cosigner, guarantor, or joint applicant who is at least 18 years old to be jointly liable with the customers for any debt on the accounts, and financial information indicating that such cosigner, guarantor, or joint applicant has the ability to repay such debts.\n\nIf a credit card account has been opened pursuant to this section, the card issuers should not increase the credit limit on such account before the customer attains the age of 18 unless the said cosigner, guarantor, or joint account holder who assumed liability at account opening agrees in writing to assume liability on the increase;\n\n- (c) not grant credit limit exceeding HK\\$10,000 to students in an institution of higher education, unless the student has submitted a written application and has given financial information indicating that the student has an independent ability to repay the proposed extension of credit in connection with the account;\n- (d) not offer credit card limit increases in respect of accounts that are in default for more than 60 days or are subject to a debt relief plan; and\n- (e) send a communication about offering of an increase in a credit limit to cardholders at least 30 days before the change. They should explain in clear and simple language how cardholders' limit is changing and what cardholders can do if they wish to reject the new limit. The communication should reassure cardholders that card issuers will not treat them any differently simply because they have exercised their right to reject a limit increase.\n- 29.2. Card issuers should issue cards to customers only when -\n\t- (a) in the case of new cards they have been requested by the customers to do so;\n\t- (b) they are issued to replace existing cards upon cardholders' request because the existing cards have been damaged, lost or stolen, or due to suspected security incidents; or\n\n- (c) they are to replace or renew cards that have already been issued under the following conditions (but subject to section [29.12](#page-27-0) below) -\n\t- (i) the credit limit and any other relevant limits and the principal terms and conditions (including annual fees) should remain the same;\n\t- (ii) no additional new card is issued i.e. the cardholders still get the same number of cards;\n\t- (iii) the service(s) and privilege(s) with the card remain unchanged or are improved; and\n\t- (iv) no additional cost, potential liability or potential risk of financial loss to cardholders is involved.\n- 29.3. Where card issuers intend to replace or renew cards that have already been issued, but the conditions set out in section [29.2](#page-24-0)[\\(c\\)](#page-25-0)[\\(i\\)](#page-25-1) to [\\(iv\\)](#page-25-2) are not fulfilled, card issuers should obtain consent from cardholders and highlight the key differences between the existing card and the replacement or renewal card before issuing the card. For the avoidance of doubt -\n\t- (a) where an existing card may be retained by the cardholder, the card issuer should highlight this option to the cardholder, and the replacement or renewal card should be considered as an additional new card and thus the cardholder's consent is required; and\n\t- (b) a card issuer may issue a card to replace a co-branded card or a card the class of which has been terminated, provided that there is an outstanding balance or there are (or appear to be) recurring payment arrangements which can be carried over to the new card on the card account and the card issuer has made reasonable efforts but is unable to contact the cardholder.\n- 29.4. Card issuers should satisfy themselves about the identity of a person applying for a card and provide the applicant with details of the identification needed.\n- 29.5. In addition to the detailed terms and conditions, card issuers should make readily available to cardholders general descriptive information on the use of cards. Such information should include -\n\t- (a) security of the cards/personal identification numbers (PINs) (see section [35](#page-32-0) below);\n\t- (b) the procedures for stopping the use of a card or reporting the loss or theft of the card (including a telephone number to which such a report may be made) (see sectio[n 38](#page-35-0) below);\n\t- (c) the cardholder's liability for the unauthorized use of a card (see sectio[n 39](#page-36-0) below);\n\t- (d) any credit facilities to which the cardholder may gain access;\n\t- (e) whether the card has more than one function, the types of transaction that may be made and the accounts to which access may be gained using the card;\n\t- (f) any restrictions on the use of the card (including withdrawal and transaction limits);\n\t- (g) the procedures for making complaints against outlets arising from the use of the card;\n\t- (h) how to use the card issuer's error/dispute resolution processes (including the procedure for querying entries on a periodic statement and the chargeback mechanism of the applicable card association);\n\t- (i) the procedures for cancelling recurring payments;\n\t- (j) the method of applying exchange rates and/or levies to transactions in foreign currencies or cross-boundary transactions;\n\n- (k) all fees and charges which will apply, including the annual fee, any charges relating to cash advances (including any handling charge and any additional cash advance fee), any late payment charge, etc. and the basis of determining the relevant fees and charges unless these are outside the control of the card issuer;\n- (l) the basis on which interest or finance charges will be determined and when they will be payable, including where relevant the APR (see section [12](#page-13-0) above), the length of the interest free period, the timing when interest or finance charges will start to accrue on the outstanding balance arising from the use of credit cards, and the period over which such interest or finance charges will be levied; and\n- (m) any rights of set-off claimed by the card issuer (see section [34](#page-31-0) below).\n- 29.6. Card issuers should ensure an application form to initiate any error/dispute resolution process is provided on their websites and principal Internet banking platforms and upon cardholders' requests.\n- 29.7. Card issuers should provide basic information on the chargeback mechanism of card associations on their websites and principal Internet banking platforms and upon cardholders' requests. Such information should include but should not be limited to the following -\n\t- (a) a description of the chargeback mechanism, and the related process flow;\n\t- (b) a description of how cardholders can initiate chargeback requests with the card issuers and the procedures involved, including the information that cardholders are required to submit to the card issuers and the reason for submission;\n\t- (c) an explanation of the role of a card issuer;\n\t- (d) the chargeback time limits of different card associations, illustrated by examples of commonly seen scenarios, and that chargeback time limits may vary depending on different factors; and\n\t- (e) other important information which cardholders should be aware of.\n- 29.8. The relevant frontline staff of card issuers should provide prompt and appropriate assistance to cardholders who dispute or raise chargeback requests on transactions and be able to explain the reason for obtaining any required information from the cardholders. Card issuers should ensure their requests for information from cardholders are reasonable and practical. Card issuers should process chargeback requests expeditiously. When the results of chargeback requests are available, card issuers should promptly communicate and explain to the cardholders the results.\n- 29.9. When accepting a principal cardholder's instructions to issue a subsidiary credit card, card issuers should -\n\t- (a) give clear and prominent notice to the primary and subsidiary cardholders of their respective liabilities for debts incurred on the credit cards issued; and\n\t- (b) inform both the primary and subsidiary cardholders of the means by which a subsidiary credit card may be cancelled and suspended, including the need to return the subsidiary credit card as soon as possible. Where the subsidiary credit card is not returned and if requested to do so by the primary cardholder, the card issuer should take prompt action to prevent further use of the subsidiary credit card, in line with the procedures which apply to lost cards. The card issuer should warn the primary cardholder that he/she may be liable for any payments arising from the use of the subsidiary credit card until it has been returned or until the card issuer is able to implement the procedures which apply to lost cards. Any related charges arising from such procedures should be made known to the primary cardholder.\n- 29.10. While card issuers can hold primary cardholders liable for the debts of subsidiary cardholders, they should not hold subsidiary cardholders liable for the debts of the primary cardholders or other subsidiary cardholders.\n\n- 29.11. Card issuers should inform cardholders if a card issued by them has more than one function or transaction limit. Card issuers should not add a new function or transaction limit to a card without the prescribed consent of the cardholders. Card issuers should comply with requests from cardholders not to issue PINs where cardholders do not wish to use functions operated by a PIN.\n- 29.12. Except in the circumstances where a card is issued to replace an existing card upon a cardholder's request because the existing card has been damaged, lost or stolen, or due to a suspected security incident, card issuers should not replace or renew a card without allowing the cardholder at least 30 days from the date of replacement or renewal to cancel the card without having to pay any fee.\n- 29.13. In cases where top up services to stored value facilities or any autopay instructions linked with the existing credit card will not be rolled over to a replacement or renewal credit card (e.g. where a replacement or renewal credit card bears a number different from the existing credit card), this should be highlighted to the cardholder and the card issuer should remind the cardholder to make appropriate arrangements for any pre-arranged payments through the existing credit card. To enhance cardholder service, upon a cardholder's request for assistance, a card issuer should endeavour to assist the cardholder and provide a list of the regular payments and autopay instructions going through the existing credit card account on a best effort basis to help the cardholder in making appropriate arrangements to avoid the risk of missed payments and rejected transactions, and remind the cardholder to review the list.\n- 29.14. For the convenience of cardholders, there is a period during which the newly issued and the existing card are both valid. Card issuers should advise cardholders as to when the old card will become invalid and how it should be properly disposed of.\n- 29.15. Card issuers should not levy any annual fees on credit cards (including any principal or subsidiary card) which are not activated by cardholders. In the case of renewal or replacement cards which are not activated, if the accounts have no outstanding balances and no cardholder-initiated activities during the first 18 months from the date of issuance of the cards, card issuers should not levy any annual fees on the credit card accounts.\n- 29.16. Where credit cards (including any principal or subsidiary card) are not activated by cardholders and the accounts have no outstanding balances and no cardholder-initiated activities for 18 months from the date of issuance of the cards, the card issuers should notify the cardholders of the following -\n\t- (a) to activate the cards within 30 days of the notification to avoid them being terminated, and the risk of missing any pre-arranged payments; and\n\t- (b) whether annual fees would be charged after the credit cards are activated, pursuant to the account terms and conditions.\n\nIf the credit cards (including any subsidiary card) remain unactivated 30 days after the notification, the card issuers should take steps to terminate such credit card accounts as soon as reasonably practicable.\n\n- 29.17. In the case where there are activated subsidiary cards, and the principal credit cards are not activated by cardholders and the principal and all subsidiary cards have no outstanding balances and no cardholder-initiated activities for 18 months from the date of issuance of the cards, the card issuers should remind the principal cardholders of the following -\n\t- (a) to activate the principal cards within 30 days of the notification to avoid them being terminated and the risk of missing any pre-arranged payments, or cancel the cards;\n\t- (b) the list of subsidiary cards and whether they are activated or not, and that the subsidiary cards will also be cancelled if the principal cardholders cancel their cards; and\n\t- (c) the principal cardholders should make appropriate arrangement for the subsidiary cardholders, if the subsidiary cards are cancelled.\n\nIf the principal cards remain unactivated 30 days after the notification despite the reminder, the card issuers should take steps to terminate the principal and subsidiary credit card accounts as soon as reasonably practicable.\n\n- 29.18. When card issuers provide over-the-limit facilities to cardholders, card issuers should\n\t- (a) provide a convenient channel for cardholders to opt out of over-the-limit facilities on credit card application forms and monthly statements. The opt-out channel should be made available in a prominent and conspicuous manner to draw cardholders' attention to their opt-out right. In particular, card issuers should provide the opt-out channel on the front of any page of each monthly statement that reflects the imposition of an over-the-limit fee or charge. For the avoidance of doubt, cardholders can exercise their opt-out right any time, and if cardholders exercise their opt-out right, the card issuer should effect the cardholders' request as soon as practicable;\n\t- (b) when providing the opt-out channels, explain to cardholders what it means if they do not exercise their opt-out right, and disclose the amount of any fees or charges that will be imposed for overthe-limit transactions and any increase in interest rate that may apply if the cardholders exceed the credit limit;\n\t- (c) ensure that the limit of the facility is reasonable and generally does not represent a significant percentage of the credit limit of their credit cards, since the purpose of such over-the-limit facility is to provide convenience to cardholders to cater for the situation where cardholders may occasionally incur an excess over their credit limit. Where a cardholder constantly exceeds his/her credit limit, card issuers should consider reviewing a cardholder's existing credit limit, and as appropriate, suggest the cardholder applying for a higher credit limit;\n\t- (d) where an over-the-limit transaction takes place, inform the cardholder promptly through SMS, email or other channel offered by card issuers which can reach the cardholder expeditiously, in addition to notification through the cardholder's regular statement. For a cardholder who has already exceeded his/her limit, this notification is not necessary for subsequent over-the-limit transactions. For the avoidance of doubt, such notification should be provided if a cardholder repays a limit excess but (i) exceeds the limit again in the same statement cycle, or (ii) exceeds the limit again in the subsequent statement cycle(s);\n\t- (e) not impose more than one over-the-limit fee or charge per billing cycle on the cardholders who have not opted out of the over-the-limit facilities; and\n\t- (f) not impose an over-the-limit fee or charge for a billing cycle if a cardholder exceeds a credit limit solely because of fees or interest charged by the card issuers to the cardholder's account.\n\n### **30. Terms and Conditions**\n\n- 30.1. Card issuers should provide customers with clear disclosures of the terms and conditions on or before they open an account. Card issuers should also provide a full set of terms and conditions at the request of customers (or prospective customers).\n- 30.2. Card issuers should draw the attention of customers to those major terms and conditions which impose significant liabilities or obligations on their part. Such terms and conditions should be included in the application forms for card services in accordance with section [30.5](#page-29-2) an[d 30.6.](#page-29-3)\n- 30.3. Card issuers should, in addition to complying with section [5.2](#page-7-3) above, provide a consistent and succinct summary of major terms and conditions to customers in the form of a Key Facts Statement when they apply for credit cards and on request. A Key Facts Statement should include information which is of significant concern to customers, such as interest rates, fees and charges. Card issuers should follow the standard template provided in the relevant guidelines issued by the industry Associations.\n\n- 30.4. Card issuers should provide a full set of terms and conditions to customers in writing on or before delivery of the cards to customers. A Key Facts Statement is not intended to replace a full set of terms and conditions.\n- 30.5. Card issuers should disclose terms and conditions in plain language (both in English and Chinese). Complex legal and technical terms should be avoided wherever practicable. Terms and conditions should be presented in a reasonable layout and font size that is readily readable. Card issuers should meet the \"clear and conspicuous\" standard, which requires disclosure to be in a reasonably understandable form and readily legible standard. Institutions using electronic devices in branches or other face-to-face situations to present customers with terms and conditions should also comply with sectio[n 5.8](#page-7-1) above.\n- 30.6. The APRs for retail purchase and cash advances and fees and charges should be disclosed prominently and conspicuously in the terms and conditions, and in a font size that is sufficiently larger than that for the other terms and conditions.\n- 30.7. Card issuers should post their card agreements and terms and conditions online at the card issuers' own websites.\n- 30.8. Card issuers should provide cardholders with at least 60-day advance notice before any significant change in the terms and conditions takes effect.\n\n#### **31. Fees and Charges**\n\n- 31.1. Card issuers should allow credit card cardholders to make a payment by any methods, such as mail, electronic, or telephone payments, without incurring any fee, unless such payment is made through a bank counter or a cardholder service representative of the card issuers.\n- 31.2. Card issuers should not impose an account inactivity fee on a cardholder.\n- 31.3. Card issuers should not impose a closed account fee on a cardholder, provided that a card issuer may recover the cost of a welcome gift or other benefit already received by the cardholder if the conditions for receiving the gift or benefit as stated in the terms agreed with the cardholder have not been fulfilled by the cardholder.\n- 31.4. If card issuers impose a fee for violating the terms or other requirements of an account, the fee should be set at a reasonable amount. Late payment fee should be an amount determined in accordance with the above principle or the amount of minimum payment, whichever is the lower. In addition, when charging fees on minor breaches involving small amounts, under normal circumstances card issuers should exercise flexibility in waiving or reducing the fees. Card issuers should also be prepared to respond to enquiries from cardholders regarding the type of violation and the basis for charging the respective fee.\n- 31.5. Card issuers should not impose more than one fee in case a late payment is triggered by a returned payment. They can either impose a late payment fee or a returned payment fee.\n- 31.6. Card issuers which impose any fees or charges on transactions in Hong Kong dollars (or the currency in which the relevant card is issued) incurred outside Hong Kong (such as transactions under dynamic currency conversion) should disclose such charges on their fee schedules.\n- 31.7. Card issuers should include a reminder in the fee schedule about the arrangement for settling foreign currency transactions in Hong Kong dollars (or the currency in which the card is issued) at a point of sale outside Hong Kong with the following information -\n\t- (a) the nature of the arrangement in settling foreign currency transactions in Hong Kong dollars (or the currency in which the card is issued);\n\n- (b) that cardholders should request from the merchant at the point of sale outside Hong Kong for details about the exchange rates and applicable fees before entering into such transactions, since the arrangement may involve a cost higher than that required to settle the transaction in the foreign currency; and\n- (c) for card issuers which charge a mark-up on these transactions, the mark-up and the charging details if any.\n- 31.8. Card issuers' relevant frontline staff should explain the general information on fees and charges relating to foreign exchange transactions and dynamic currency conversion transactions upon customers' requests.\n\n#### **32. Interest Rate**\n\n- 32.1. Card issuers should quote APRs on credit card products (one for retail purchase and one for cash advances), together with the annual card fee, to facilitate comparison between different charging structures. The APRs should be calculated in accordance with the method set out in the relevant guidelines issued by the industry Associations. The APRs and the annual fee should be shown with equal prominence whenever interest rates of credit card products are quoted except on statements of account where the annual fee is not required to be shown.\n- 32.2. Card issuers should not increase the APR, or impose additional charges, on a credit card if the cardholder has agreed with or is in discussion with the card issuers for a debt relief plan for the account.\n- 32.3. Card issuers should notify the cardholders at least 60 days before any APR increase (other than due to delinquency or default) or a significant change in account terms, and offer the following two options to settle the outstanding balance -\n\t- (a) where cardholders opt to close the credit card accounts, card issuers should offer the following two options to the cardholders to settle the outstanding balance –\n\t\t- (i) give the cardholders a reasonable period to repay the balances at the existing APR, with a repayment method not less beneficial to the cardholders than the repayment method before the effective date of the change; and\n\t\t- (ii) give the cardholders the option to transfer the outstanding balance to an instalment loan at an APR not higher than the existing credit card APR; and\n\t- (b) where cardholders opt to keep the credit card accounts, card issuers should give the cardholders the option to transfer the outstanding balance to an instalment loan at an APR not higher than the existing credit card APR.\n\nFor the avoidance of doubt, increase of APR from a promotional rate back to a pre-existing rate upon expiry of the promotional period in accordance with pre-agreed terms is not considered an APR increase for the purpose of this section.\n\n- 32.4. On an APR increase due to delinquency or default, card issuers should give an advance notice to cardholders, after the event triggering the rate increase, during which the cardholders can reject the change by closing the credit card accounts. Where cardholders opt to close the credit card accounts before the rate increase takes effect, card issuers should give cardholders a reasonable period to repay the balance at the existing APR. The advance notice can be provided in the form of -\n\t- (a) a customized warning message in a demand letter,\n\t- (b) a customized warning message read to the cardholder over the phone (with tape recording of the cardholder's acknowledgement), or\n\n(c) a customized warning message in a regular monthly statement.\n\nIn the cases of (a) and (b) above, card issuers should not increase the interest rate until at least 30 days after the date of the demand letter or telephone call. In the case of (c) above, card issuers should not increase the interest rate until the start of a new billing cycle after the issuance of the monthly statement containing the customized warning message.\n\n- 32.5. For any increase in APR, card issuers should review the account no less frequently than once every 6 months, to determine whether to reduce the APR. When a reduction is indicated by the review, the card issuers must reduce the APR previously increased not later than 60 days after completion of the review. The card issuers' obligation to review ceases to apply if they reduce the APR to a rate equal to or lower than the rate applicable immediately prior to the increase. For the avoidance of doubt, increase of APR from a promotional rate back to a pre-existing rate upon expiry of the promotional period in accordance with pre-agreed terms is not considered an APR increase for the purpose of this section.\n- 32.6. If card issuers increase an APR that applies to a credit card account, they should give at least one principal reason, in general terms, in the notification letter for the rate increase to the affected cardholders, such as changes in market conditions, delinquency or default.\n- 32.7. Card issuers should not adopt double-cycle billing, i.e. they should not impose finance charges as a result of the cardholders not repaying the full balance by the due date thus losing a grace period which is defined as a period within which any credit extended may be repaid without incurring a finance charge (see Annex II for an illustrative schematic diagram) -\n\t- (a) on balances for day(s) in billing cycle(s) that precede(s) the most recent billing cycle; or\n\t- (b) on any portion of a balance subject to a grace period that was repaid prior to the expiration of the grace period.\n\n#### **33. Repayment**\n\n- 33.1. Card issuers should set the minimum periodic payment for a credit card account at an amount no less than all interest and fees and charges (including annual card fees), plus at least 1% of outstanding principal.\n- 33.2. When cardholders make a payment in excess of the required minimum periodic payment, card issuers should allocate the excess amount in an order that minimizes interest charges to the cardholders. For instance, card issuers should allocate the excess amount first to the monthly instalment balance, then to the balance with the highest APR and any remaining portion to the other balances in descending order based on the applicable APR.\n- 33.3. Card issuers should allow cardholders to set up an automated payment instruction to pay the card issuers any percentage of the statement balance between minimum payment and full payment on a regular basis. Card issuers should also allow cardholders to alter the automated payment instruction by simple means.\n- 33.4. If the payment due date in a given month falls on a day on which card issuers do not receive or accept payments, card issuers should treat a payment received the next business day as timely.\n\n#### **34. Rights of Set-off**\n\n34.1. The descriptive information made available to cardholders (see section [29](#page-24-1) above) should include clear and prominent notice of any rights of set-off claimed by the card issuer over credit and debit balances in different accounts (including credit card and deposit accounts) of the cardholder.\n\n- 34.2. Where subsidiary cards are issued, it should be made clear to the principal cardholder whether the card issuer claims the right to set off the debit balance in the credit card account of any of the principal or subsidiary cardholders against the credit balance in other accounts of the principal cardholder. It should also be made clear to all subsidiary cardholders whether the card issuer claims the right to set off the debit balance in the credit card account of a subsidiary cardholder against the credit balance in other accounts of that particular subsidiary cardholder. In accordance with section [29.10](#page-26-0) above, card issuers should not set off the debit balance in the credit card accounts of the principal cardholder or other subsidiary cardholders against the credit balance of a subsidiary cardholder.\n- 34.3. Card issuers should inform cardholders promptly after exercising any rights of set-off.\n\n#### **35. Security of Cards/PINs**\n\n- 35.1. Card issuers should issue cards and PINs separately and take reasonable steps to satisfy themselves that these have been received by cardholders, whether they are personally collected by cardholders or delivered by mail. Where cards and PINs are personally collected, card issuers should satisfy themselves as to the identity of the recipient.\n- 35.2. Card issuers should advise cardholders of the need to take reasonable steps to keep the card safe and the PIN secret to prevent fraud. In particular, they should advise cardholders -\n\t- (a) that they should destroy the original printed copy of the PIN;\n\t- (b) that they should not allow anyone else to use their card and PIN;\n\t- (c) never to write down the PIN on the card or on anything usually kept with or near it; and\n\t- (d) not to write down or record the PIN without disguising it.\n- 35.3. When cardholders are provided with an opportunity to select their own PINs, card issuers should advise cardholders that it is not suitable to use easily accessible personal information such as telephone numbers or date of birth. Card issuers should advise cardholders not to use the PINs for accessing other services (for example, connection to the internet or accessing other websites).\n- 35.4. Where a card is linked with deposit accounts, card issuers should set limits for cash and debit transactions of the deposit accounts on a per card basis irrespective of the number of deposit accounts with which the card is linked.\n- 35.5. Card issuers should ensure that transactions made through electronic terminals can be traced and checked, so that any error can be identified and corrected.\n- 35.6. Cardholders should be advised to refer to the security advice provided by card issuers from time to time. Moreover, card issuers should regularly review their security advice to ensure that it remains adequate and appropriate as the technology environment changes.\n\n#### **36. Transaction Records**\n\n#### *At Electronic Terminals*\n\n- 36.1. Subject to security requirements, at the time of transactions made through electronic terminals, a printed transaction record containing the following information should be provided -\n\t- (a) the amount of the transaction;\n\t- (b) the account(s) being debited or credited;\n\n- (c) the date and the time of the transaction;\n- (d) the type of transaction, for example, deposit, withdrawal or transfer;\n- (e) the name of the merchant to whom the payment was made, in the case of a debit or credit card transaction; and\n- (f) a number or code that enables the terminal where the transaction was made to be identified.\n\nSuch printed records will not be necessary if the cardholder chooses not to require such records.\n\n36.2. For cash withdrawals through self-service terminals, such printed transaction record will not be necessary if the cardholder chooses not to require such record.\n\n#### *Periodic Statements*\n\n- 36.3. Card issuers should provide cardholders with statements of account by mail or electronically at monthly intervals, unless -\n\t- (a) a passbook or other record of transactions is provided;\n\t- (b) there has been no transaction and no outstanding balance on the account since the last statement; or\n\t- (c) otherwise agreed with the cardholder.\n\nWhere card issuers do not post or email statements of account to cardholders but require them to access the information electronically, card issuers should advise cardholders concerned when the statements are available for such access.\n\n- 36.4. Where non-paper based statements of account are provided, card issuers should also follow sections 21.4 and [21.5.](#page-17-1)\n- 36.5. For cardholders who have opted for statements of account in a non-paper based format, card issuers should allow the cardholders to access their non-paper based statements from and store them on their Internet banking platform for a minimum period of 7 years. Card issuers should, starting with the non-paper based statements made available on their Internet banking platforms as of 31 March 2020, incrementally accumulate non-paper based statements for a cycle period of at least 7 years. Card issuers should also follow the relevant guidelines issued by the industry Associations from time to time.\n- 36.6. Card issuers should provide cardholders with clear statements of the activity on their card accounts. Card issuers should meet the \"clear and conspicuous\" standard, which requires disclosure to be in a reasonably understandable form and readily legible standard. The statement should show -\n\t- (a) for each transaction occurring since the previous statement\n\t\t- (i) the amount of the transaction;\n\t\t- (ii) the date the transaction was credited/debited to the account;\n\t\t- (iii) the type of transaction;\n\t\t- (iv) the transaction record number or other means by which the account entry can be reconciled with a transaction record; and\n\t\t- (v) the name of the merchant to whom payment was made, in the case of a debit or credit card;\n\n- (b) clear information on the cost to the cardholders of using their credit cards, in particular, details of the following by transaction types (examples of transaction types include cash advances and purchases) -\n\t- (i) fees and charges;\n\t- (ii) interest charged;\n\t- (iii) APRs; and\n\t- (iv) balance subject to interest rate (optional);\n- (c) for each foreign exchange transaction\n\t- (i) the foreign currency amount and the equivalent Hong Kong dollar amount;\n\t- (ii) the applicable all-inclusive exchange rate for each transaction, which should include the handling fees by both the card issuer and the relevant card association, by dividing the equivalent Hong Kong dollar amount by the foreign currency amount for each transaction; and\n\t- (iii) a generic disclosure to the effect that the exchange rate applied includes a handling fee expressed as a percentage of the value of the transaction in foreign currency by one of the following methods -\n\t\t- (1) under each transaction;\n\t\t- (2) immediately after the end of all transaction entries (which may appear on other pages of the statement where there are many transactions); or\n\t\t- (3) on the back of the first page of the statement, or any of the remaining page(s) of the statement with an appropriate cross reference which should appear immediately after the end of all transaction entries;\n- (d) the charges imposed by card issuers on transactions in Hong Kong dollars (or the currency in which the cards are issued) incurred outside Hong Kong, if any (for example transactions under dynamic currency conversion); and\n- (e) the address or telephone number to be used for enquiries or reporting errors in the statement.\n- 36.7. Card issuers should provide customised information to credit card cardholders about the period of time (number of months) and total cost (including interest and principal payments) involved in paying a balance in full by making only minimum payments, and the monthly payment amount required and total cost (including interest and principal payments) to pay off the outstanding balance in 36 months. Such information should be provided -\n\t- (a) on the statements of account in the form of Annex III, or\n\t- (b) by means of a calculator on the card issuers' websites or other convenient means (subject to a notification in the monthly statements to inform the cardholders about the calculator or such other means in the form of the final paragraph of Annex III).\n- 36.8. Card issuers should mail or deliver periodic statements to credit card cardholders at least 21 days prior to the payment due date.\n\n#### **37. Unauthorized Transactions**\n\n- 37.1. Card issuers should advise cardholders to examine their statements of credit card accounts and report any unauthorized transactions in the statement to the card issuers within 60 days from the statement date. Cardholders should be warned that the card issuer would reserve the right to regard the statement as conclusive should they fail to report any unauthorized transactions within the specified period. Card issuers should not, however, avail themselves of this right in relation to -\n\t- (a) unauthorized transactions arising from forgery or fraud by any third party including any employee, agent or servant of the cardholder and in relation to which the card issuer has failed to exercise reasonable care and skill;\n\t- (b) unauthorized transactions arising from forgery or fraud by any employee, agent or servant of the card issuer; or\n\t- (c) other unauthorized transactions arising from the default or negligence on the part of the card issuer or any of its employees, agents or servants.\n- 37.2. Card issuers should, except in circumstances which are beyond their control, complete the investigation within 90 days upon receipt of notice of an unauthorized transaction.\n- 37.3. Where the cardholder reports an unauthorized transaction before the payment due date, the cardholder should have the right to withhold payment of the disputed amount during the investigation period. Card issuers should not impose any interest or finance charges on such disputed amount while it is under investigation or make any adverse credit report against the cardholder. If, however, the report made by the cardholder is subsequently proved to be unfounded, card issuers may reserve the right to re-impose the interest or finance charges on the disputed amount over the whole period, including the investigation period. Card issuers should inform cardholders of any such right reserved.\n- 37.4. Card issuers should promptly make relevant corrections and deliver a correction notice if an unauthorized transaction has taken place; if no unauthorized transaction has occurred, card issuers should explain this to the cardholder and furnish copies of documentary evidence.\n\n#### **38. Lost Cards/PINs**\n\n- 38.1. Card issuers should advise cardholders that they must inform the card issuer as soon as reasonably practicable after they find that their cards/PINs have been lost or stolen or when someone else knows their PIN.\n- 38.2. Card issuers should provide an effective and convenient means by which cardholders can notify a lost or stolen card or unauthorized use of a card; facilities such as telephone hot-lines should be available at all times, which will provide for logging and acknowledgement of the notifications from cardholders. Cardholders should be reminded of such means, for example, by including details of the notification facilities in the periodic statements sent to cardholders.\n- 38.3. When such facilities are not made available by card issuers during particular periods, card issuers should be liable for any losses due to non-notification, provided the cardholder notifies the card issuer within a reasonable time after the facilities have become available again.\n- 38.4. Card issuers should act on telephone notification provided that the cardholder can be identified satisfactorily. Card issuers may also ask cardholders to confirm in writing any details given by telephone.\n- 38.5. Card issuers on being advised of a loss, theft or possible misuse of a card/PIN should take action to prevent further use of the card/PIN. Where a principal credit card has been reported lost, the card issuer should explain to the cardholder whether the subsidiary credit card is still valid in such circumstances.\n\n#### **39. Liability for Loss**\n\n- 39.1. Card issuers will bear the full loss incurred\n\t- (a) in the event of misuse when the card has not been received by the cardholder;\n\t- (b) for all transactions not authorized by the cardholder after the card issuer has been given adequate notification that the card/PIN has been lost or stolen or when someone else knows the PIN (subject to section [39.4](#page-36-1) below);\n\t- (c) when faults have occurred in the terminals, or other systems used, which cause cardholders to suffer direct loss unless the fault was obvious or advised by a message or notice on display; and\n\t- (d) when transactions are made through the use of counterfeit cards.\n- 39.2. The card issuers' liability should be limited to those amounts wrongly charged to cardholders' accounts and any interest on those amounts.\n- 39.3. Card issuers should give clear and prominent notice to cardholders that they may have to bear a loss when a card has been used for an unauthorized transaction before the cardholder has told the card issuer that the card/PIN has been lost or stolen or that someone else knows the PIN. Provided that the cardholder has not acted fraudulently, with gross negligence or has not otherwise failed to inform the card issuer as soon as reasonably practicable after having found that his or her card has been lost or stolen, the cardholder's maximum liability for such card loss should be confined to a limit specified by the card issuer, which should not exceed HK\\$500. The application of this limit is confined to loss specifically related to the card account and does not cover cash advances. Card issuers should give clear and prominent notice of this limit to cardholders.\n- 39.4. Cardholders should be warned that they will be liable for all losses if they have acted fraudulently. Cardholders may be held liable for all losses if they have acted with gross negligence or have failed to inform the card issuer as soon as reasonably practicable after having found that their cards have been lost or stolen. Cardholders should be warned that this may apply if they fail to follow the safeguards or meet their obligations set out in sections [35.2](#page-32-1) an[d 38.1](#page-35-1) above if such failure has caused the losses.\n- 39.5. A card issuer which is a party to a shared electronic system should not avoid liability to a cardholder in respect of any loss arising from the use of the card either caused or contributed by another party to the system.\n\n#### **40. Treatment of Credit Balances**\n\nCard issuers should refund any credit balance outstanding on a credit card account to the cardholder within 7 working days from the date of receipt of the cardholder's request in accordance with the cardholder's instructions. Card issuers should not forfeit any unclaimed credit balance at any time. Such amount should be refunded to any person who can prove a good claim on the credit balance at any future time.\n\n#### **41. Direct Mailing**\n\nWhen card issuers enter into direct mailing agreements with suppliers in the marketing of goods or services to credit cardholders, the agreements should specify the conditions for refunds to cardholders (for example, when the goods are returned by the cardholder to the supplier within a specified period) and the period within which such refunds should be effected.\n\n### **Chapter 4 - Payment Services**\n\n#### **42. Cheques**\n\n- 42.1. In addition to the detailed terms and conditions, institutions should make readily available to customers general descriptive information about the use of cheques at the time a current account is opened, including -\n\t- (a) the distinction between \"bearer\" and \"order\" cheques;\n\t- (b) the additional protection that is afforded to customers through the use of crossed cheques;\n\t- (c) how a cheque may be made out so as to reduce the risk of unauthorized alteration;\n\t- (d) the procedures for stopping payment on a cheque (including in the event of loss of the cheque), and any fees or charges which may apply to this service;\n\t- (e) how an institution will treat a cheque which is incorrectly completed, altered without authorization, post-dated or out of date, including whether the cheque will be returned and the related fees and charges which may apply;\n\t- (f) how an institution will treat a cheque drawn on an account which has insufficient funds, including that the institution reserves the right to dishonour the cheque, the effects of dishonour and the related fees and charges which may apply; and\n\t- (g) the usual time taken to clear a cheque and any restrictions which apply to use or withdrawal of the relevant funds pending clearance.\n- 42.2. Institutions should also warn customers to exercise caution in the safekeeping of cheque books. Institutions should advise customers that they should report the loss of any signed cheques, blank cheques or cheque books as soon as possible, so that the cheque may be stopped before it has been presented for payment. In particular, institutions should advise customers that cheques should not be pre-signed in blank.\n\n#### **43. Cross-boundary and Local Payments**\n\n- 43.1. Institutions should provide customers wishing to effect outgoing payments with details of the services they offer. In doing so, they should provide the following types of information -\n\t- (a) a basic description of the appropriate services available and the manner in which these can be used;\n\t- (b) information as to when money sent on the customer's instructions will usually reach its destination;\n\t- (c) the basis on which exchange rates will be applied to the amount remitted;\n\t- (d) details of any commission or charges payable by customers to the institution; and\n\t- (e) in respect of cross-boundary payments, if available, details of other commission or charges which will apply, for example, those levied by the institution's agencies or correspondent banks outside Hong Kong, and whether there is an option for such charges to be paid by the remitting or the recipient party.\n- 43.2. Institutions should promptly notify the customer if an outgoing payment could not be effected.\n\n- 43.3. Institutions should inform customers of their practice regarding when interest payable on incoming payments will begin to accrue (for example, interest will only accrue after the incoming funds are credited to the customer's account).\n- 43.4. For incoming payments, unless otherwise instructed by the remitting bank, institutions should promptly credit the remitted funds to the beneficiary's account after receipt of the funds is confirmed and any necessary checking is completed. If institutions are unable to do so, they should notify the beneficiary and provide an appropriate explanation, unless there are strong justifications not to do so (for example, where the identity of the beneficiary cannot be confirmed).\n- 43.5. In addition to section [43.4](#page-38-0) above, except for recurring payments arranged through standing or direct debit instructions, institutions should notify the customers or, where applicable, beneficiaries within a reasonable time upon receipt of the payment. In doing so, they should provide the following types of information -\n\t- (a) information on the payment, including the remitted amount and, where possible, the name of the remitter;\n\t- (b) the basis on which exchange rates have been or will be applied to the remitted amount, where applicable; and\n\t- (c) details of any commission or charges payable by the customers to the institution, for example, the commission payable if the proceeds are to be paid in cash of the same foreign currency as the remittance received.\n\nFor recurring payments arranged through standing or direct debit instructions, institutions should provide information described in (a) to (c) to customers or, where applicable, beneficiaries, within a reasonable time upon receipt of the first payment made pursuant to such instructions.\n\n- 43.6. Upon completion of the outgoing or incoming payment, except for recurring payments arranged through standing or direct debit instructions, institutions should provide customers with a transaction record containing information such as the exchange rate applied, where applicable, and any commission or charges levied. For recurring payments arranged through standing or direct debit instructions, institutions should provide customers with a transaction record containing the same information upon completion of the first outgoing or incoming payment made pursuant to such instructions.\n- 43.7. Institutions should advise customers of the procedures and any fees and charges for the purchase or collection of foreign currency cheques drawn on accounts outside Hong Kong.\n- 43.8. Institutions should provide customers with the following information upon customers' requests, to the extent that the institution is in possession of the information at the relevant time -\n\t- (a) the time when an outgoing payment instruction is or will be effected by the institution, received by the beneficiary's institution and received by the beneficiary;\n\t- (b) where an outgoing payment instruction cannot be completed (for example, where incorrect beneficiary details are provided), the time required for the fund to be transferred back to the remitting customer's account;\n\t- (c) the total fees and charges which have been or will be incurred, whether borne by the remitting customer or the beneficiary; and\n\t- (d) the identity of any intermediary institutions and correspondent banks which have been or will be involved, if any, including their fees and charges and processing time.\n\nWhere the above information is not (or not yet) available, institutions should explain clearly to customers the limitations and, where available, provide information on how and when such information may be obtained.\n\n#### **44. Other Payment Services**\n\n- 44.1. Other payment services include automatic payments, standing instructions, or access by customers to their accounts by means of telephone, ATM, computer or mobile device. Where such services are provided, institutions should, in addition to any terms and conditions which may apply, make readily available general descriptive information about the following -\n\t- (a) any fees or charges applicable to the services;\n\t- (b) whether a customer can specify the maximum amount of each payment and the date on which such payments should cease;\n\t- (c) whether a customer may alter or stop a transaction under a particular payment service; and\n\t- (d) the deadline for giving instructions to alter or stop a payment, where appropriate.\n- 44.2. Where customers may gain access to their accounts through telephone banking services, institutions should audio record the oral instructions of customers as part of transaction records. Such records should be kept for a period that is consistent with the institution's practice for the settlement of disputes of the type of transaction in question.\n- 44.3. In providing telephone or Internet banking services for transfers of funds to the accounts of third parties other than utility companies, institutions should adopt adequate measures to maintain the security of such transactions, for example, if appropriate, by requiring customers to designate in writing a list of accounts to which funds can be transferred from the customer's account through such services. For the avoidance of doubt, this section does not apply to ATM services.\n- 44.4. Institutions should observe the procedures set out in \"Handling Procedures for Following up Mistransfer of Funds Reported by Customers\" issued by HKAB and DTCA when handling reports from customers in relation to funds mistakenly transferred to a wrong recipient within Hong Kong.\n\n# **Chapter 5 - Recovery of Loans and Advances**\n\n#### **45. Application**\n\nThis chapter applies to debt collection activities of institutions, whether undertaken directly by institutions or through third party debt collection agencies.\n\n#### **46. Debt Collection Activities**\n\n- 46.1. It is essential that debt collectors, no matter whether they are the staff of the institutions who are assigned the duty of debt collection or the staff of third party debt collection agencies appointed by the institutions to collect debts on their behalf, should act within the law, refrain from action prejudicial to the business, integrity, reputation or goodwill of the institutions for whom they are acting and observe a strict duty of confidentiality in respect of customer information.\n- 46.2. Debt collectors must not resort to intimidation or violence, either oral or physical, against any person in their debt recovery actions. In addition, they should not employ harassment or improper debt collection tactics such as the following -\n\t- (a) Harassment tactics\n\t\t- (i) putting up posters or writing on the walls of the debtor's residence or other actions designed to humiliate the debtor publicly;\n\t\t- (ii) pestering the debtor with persistent phone calls;\n\t\t- (iii) making telephone calls at unreasonable hours; and\n\t\t- (iv) pestering the debtor's referees, family members and friends for information about the debtor's whereabouts.\n\t- (b) Other improper tactics\n\t\t- (i) using false names to communicate with the debtor;\n\t\t- (ii) making anonymous calls and sending unidentifiable notes to the debtor;\n\t\t- (iii) making abusive or threatening remarks to the debtor; and\n\t\t- (iv) making false or misleading representation with an intent to induce the debtor to make a payment.\n- 46.3. Institutions and their debt collection agencies should not try to recover debts, directly or indirectly, from third parties including referees, family members or friends of the debtors if these persons have not entered into a formal contractual agreement with the institutions to guarantee the liabilities of the debtors. Institutions should issue written instructions to their debt collection agencies, or include a clause in the contract with their debt collection agencies, to this effect.\n- 46.4. Institutions should enter into a formal, contractual relationship with their third party debt collection agencies. Institutions should specify, either in the contract or by means of written instructions, that the debt collectors employed by the debt collection agencies should, among other things, observe the requirements stated in sections [46.1,](#page-40-0) [46.2](#page-40-1) and [46.3](#page-40-2) above.\n- 46.5. The contract between institutions and their debt collection agencies should make it clear that the relationship between the institution and the debt collection agency is one of principal and agent. Institutions should remain accountable to customers for any complaints arising out of debt collection by third party debt collection agencies and should not disclaim responsibility for misconduct on the part of the debt collection agencies. Institutions should specify in their contract with debt collection\n\nagencies that the debt collection agencies should not subcontract the collection of debts to any other third parties.\n\n- 46.6. Institutions intending to use third party debt collection agencies should specify in the terms and conditions of credit or card facilities that they may employ third party agencies to collect overdue amounts owed by the customers. Institutions which reserve the right to require customers to indemnify them, in whole or in part, for the costs and expenses they incur in the debt recovery process should include a warning clause to that effect in the terms and conditions.\n- 46.7. Institutions should not pass information about referees or third parties other than debtors or guarantors to their debt collection agencies. If the referee is to be approached for information to help locate the debtor or guarantor, this should be done, without causing nuisance to such third parties, by staff of the institution.\n- 46.8. Institutions should give the customer advance written notice (sent to the last known address of the customer) of their intention to commission a debt collection agency to collect an overdue amount owed to the institution. The written notice should include the following information -\n\t- (a) the overdue amount repayable by the customer;\n\t- (b) the length of time the customer has been in default;\n\t- (c) the contact telephone number of the institution's debt recovery unit which is responsible for overseeing the collection of the customer's debt to the institution;\n\t- (d) the extent to which the customer will be liable to reimburse the institution the costs and expenses incurred in the debt recovery process (if the institution requires the customer to indemnify it for such costs and expenses); and\n\t- (e) that the customer should in the first instance report improper debt recovery actions taken by the debt collection agency to the institution.\n- 46.9. Institutions should not engage more than one debt collection agency to pursue the same debt in one jurisdiction at the same time.\n- 46.10. Institutions should require their debt collection agencies, when collecting debts, to identify themselves and the institution for whom they are acting. Institutions should issue authorization documents with no account details to their debt collection agencies which should be presented to the debtor upon request for identification purposes.\n- 46.11. Institutions should promptly update the amount of repayment(s) made by customers and establish effective communication with their debt collection agencies to update so that the debt collection agencies will stop immediately all recovery actions once the debts are settled in full by the customers.\n- 46.12. If a customer owes several debts to more than one institution that are being collected by the same debt collection agency, the customer has the right to give instructions to apply repayment to a particular debt.\n- 46.13. Institutions should stop their debt collection activities on a debtor once they become aware that a bankruptcy order has been issued in relation to the debtor.\n- 46.14. Where the debt collection process is ongoing, the institution should as far as practicable provide periodic reminders to the customer concerned of the overdue amount repayable by the customer.\n\n#### **47. Management of Debt Collection Agencies**\n\n- 47.1. Institutions should have proper systems and procedures in place for the selection of third party debt collection agencies and the monitoring of their performance. These systems and procedures should be subject to regular review and should consist of the following essential elements -\n\t- (a) a review of the background information of the debt collection agency including a company search to identify the owners and directors of the debt collection agency;\n\t- (b) a basic assessment of the financial soundness of the debt collection agency;\n\t- (c) a site visit to ascertain the business address of the debt collection agency;\n\t- (d) an evaluation of the operation of the debt collection agency; and\n\t- (e) in the case of appointing a new debt collection agency, a procedure to obtain references from at least two of the existing clients (preferably authorized institutions) of the agency.\n- 47.2. Institutions should encourage their debt collection agencies to aspire to the highest professional standards and, where appropriate, to invest in suitable systems and technology.\n- 47.3. Debt collection agencies should not be given a free hand as to recovery procedures. Institutions should establish effective procedures to monitor continuously the performance of their debt collection agencies, particularly to ensure compliance with the provisions in sections 46.1, 46.2 and 46.3 above.\n- 47.4. Institutions should evaluate on a regular basis whether the charges of the debt collection agencies employed by them are reasonable having regard to the prevailing market practices. They should assess the reasonableness of any charge before passing it on to the customer concerned.\n- 47.5. Institutions should require debt collection agencies to inform customers that all telephone communication with customers will be tape recorded and the purpose of doing so, and to keep records of all other contacts with customers. Such records should include information on the debt collector making the contact; the date, time and place of contact; and a report on the contact. Both the tape and the records should be kept for a minimum of 30 days after the contact is made.\n- 47.6. Institutions should make unscheduled visits to the agencies to inspect their professionalism, operational integrity, the involvement of suitably trained personnel and the adequacy of resources to cope with the business volumes assigned to them and to ensure agencies' compliance with their contractual undertakings.\n- 47.7. Institutions should have established procedures to handle complaints received from debtors. They should carry out a careful and diligent inquiry into the complaint to check whether there is any misconduct on the part of the debt collection agency and whether there is any violation of the requirements contained in this Code. Institutions should require debt collection agencies to take appropriate remedial actions if necessary.\n- 47.8. Institutions should maintain a register of complaints about improper actions taken by their debt collection agencies and should respond promptly to the complainants after investigation.\n- 47.9. Institutions should not delegate authority to debt collection agencies to institute legal proceedings against customers without the institutions' formal approval.\n- 47.10. Where institutions are aware that their debt collection agencies perform similar functions for other institutions, the sharing of information as to their performance, approach, attitude, behaviour etc. is encouraged.\n- 47.11. Institutions should bring apparently illegal behaviour by debt collection agencies to the attention of the Police. Institutions should also consider whether to terminate the relationship with a debt collection agency if they are aware of unacceptable practices of that agency or breaches of its contractual undertakings.\n\n# **Chapter 6 - Electronic Banking Services**\n\n#### **48. Disclosure for e-banking Services**\n\n- 48.1. In addition to the detailed terms and conditions, institutions should make readily available to customers general descriptive information relating to the use of e-banking services (see definition of \"Electronic Banking (e-banking) Services\" in the definition section). In particular, institutions should make clear and prominent disclosure covering the following issues when a customer enters into an agreement for an e-banking service -\n\t- (a) the customer's liability for unauthorized transactions;\n\t- (b) all fees and charges which will apply to the e-banking service;\n\t- (c) relevant statement(s) in relation to protection of customers' personal data as required by the PDPO;\n\t- (d) customer obligations in relation to security for the e-banking service including observing in a timely manner the relevant security measures specified from time to time by the institutions for the protection of customers; and\n\t- (e) means for reporting security incidents or complaints.\n- 48.2. Institutions should provide, where appropriate, a facility for customers to confirm that they have read such disclosures before they sign up for the service. For example, a confirmation facility may be provided on a web page containing the disclosures to allow customers to declare, by clicking on the facility, that they have read the disclosures therein.\n\n#### **49. Security in relation to e-banking**\n\n- 49.1. Institutions should warn customers of the obligation to take reasonable steps to keep any device (for example, personal computers, security devices that generate one-time passwords and smart cards that store digital certificates) or secret code (for example, password) used for accessing e-banking services secure and secret.\n- 49.2. Institutions should issue secret codes and other login information (e.g. login ID) separately and take reasonable steps to satisfy themselves that these have been received by customers, whether they are personally collected by customers or delivered by mail. Where secret codes and login information are personally collected, institutions should satisfy themselves as to the identity of the recipient.\n- 49.3. Institutions should advise customers of the need to take reasonable steps to keep the device safe and the secret code secret to prevent fraud. In particular, they should advise customers -\n\t- (a) that they should destroy the original printed copy of the secret code;\n\t- (b) that they should not allow anyone else to use their secret code;\n\t- (c) never to write down the secret code on any device for accessing e-banking services or on anything usually kept with or near it; and\n\t- (d) not to write down or record the secret code without disguising it.\n- 49.4. When customers are provided with an opportunity to select their own secret codes or login information, institutions should advise customers that it is not suitable to use easily accessible personal information such as telephone numbers or date of birth. Institutions should advise customers not to use the secret codes for accessing other services (for example, connection to the internet or accessing other websites).\n\n- 49.5. Institutions should ensure that transactions of their e-banking services can be traced and checked as long as they are received by their systems.\n- 49.6. Customers should be advised to refer to the security advice provided by institutions from time to time. Moreover, institutions should regularly review their security advice to ensure that it remains adequate and appropriate as the technology environment and e-banking services change.\n\n#### **50. Reporting of Actual or Suspected Security Incidents**\n\n- 50.1. Customers should be advised that they must inform institutions as soon as reasonably practicable after they find or believe that their secret codes or devices, if any, for accessing the e-banking services have been compromised, lost or stolen, or that unauthorized transactions have been conducted over their accounts.\n- 50.2. Institutions should provide an effective and convenient means by which customers can notify the institution of security incidents; facilities such as a telephone hot-line should be available at all times, which will provide for logging and acknowledgement of notifications from customers.\n- 50.3. When such facilities are not made available by institutions during particular periods, institutions should be liable for any losses due to non-notification, provided the customer notifies the institution within a reasonable time after the facilities have become available again.\n- 50.4. Institutions, on being advised of a loss, theft or possible compromise of a secret code or a device, should take action to prevent further use of the secret code or the device.\n\n#### **51. Liability for Loss**\n\n- 51.1. Unless a customer acts fraudulently or with gross negligence such as failing to safeguard properly his device(s) or secret code(s) for accessing the e-banking service, he should not be responsible for any direct loss suffered by him as a result of unauthorized transactions conducted through his account. This provision does not apply to unauthorized transactions conducted through cards which are covered under section [39](#page-36-0) above.\n- 51.2. Customers should be warned, through clear and prominent notice, that they will be liable for all losses if they have acted fraudulently. Customers may also be held liable for all losses if they have acted with gross negligence (this may include cases where customers knowingly allow the use by others of their device or secret code) or have failed to inform institutions as soon as reasonably practicable after they find or believe that their secret codes or devices for accessing the e-banking services have been compromised, lost or stolen, or that unauthorized transactions have been conducted over their accounts. Customers should be warned that this may apply if they fail to follow the safeguards set out in sections [49.1](#page-43-0) and [49.3](#page-43-1) above if such failure has caused the losses.\n\n# **Chapter 7 - Stored Value Cards (or Devices)**\n\n#### **52. Application**\n\nThis chapter applies to the provision of stored value cards or devices either directly by institutions or through their subsidiaries or affiliated companies controlled by them (see definition of \"Stored Value Cards (or Devices)\" in the definition section).\n\n#### **53. Issue of Stored Value Cards or Devices (SVCs)**\n\n- 53.1. SVC issuers should provide customers with general descriptive information relating to the use of the SVC. Such information should include -\n\t- (a) all fees and charges which will apply, including any annual fee and the basis of determining such fees and charges;\n\t- (b) any deposit payable by customers and the refund procedures;\n\t- (c) any expiry date of the SVC;\n\t- (d) the procedures for stopping the use of the SVC;\n\t- (e) the refund policy in respect of any residual value when the use of the SVC has been suspended or stopped (including where the SVC has expired or has become dormant);\n\t- (f) the potential loss that may be suffered by customers in the case of a loss of the SVC (for example, all the remaining value in the SVC) and the procedures for reporting a loss of the SVC;\n\t- (g) customers' liability for card damage;\n\t- (h) the customer service hotline provided by the SVC issuer;\n\t- (i) security of the SVC and the related personal identification number;\n\t- (j) the range of use of the SVC (for example, transport services, fast food restaurants); and\n\t- (k) any other services to which SVC holders may have access (for example, ATM).\n\n#### **54. Terms and Conditions and Fees and Charges**\n\n- 54.1. SVC issuers should comply with relevant provisions of Chapter 1.\n- 54.2. SVC issuers should draw the attention of customers or prospective customers to the major terms and conditions of SVCs (for example, by describing or highlighting such terms and conditions in the application forms or promotional leaflets where no application is required. The description should be printed in clear and legible type and in a font size that facilitates easy reading).\n- 54.3. SVC issuers should give customers at least 30 days' notice before any significant variation of the terms and conditions or any change in the level of fees and charges takes effect. The notice should show clearly the variation and the ways in which customers may seek assistance if they do not agree to the change. Institutions should adopt effective means of notification which would provide reasonable assurance that their customers will be informed of the change and which do not rely unduly on the customers' own initiative. Individual notification to customers (whether by written notice, statement insert or email message) is likely to be effective in achieving these objectives. But where this is not appropriate on grounds of disproportionate costs or likely ineffectiveness (e.g. some SVCs are issued in bearer form), institutions may adopt other means of notification, such as one or more of the following -\n\n- (a) press advertisement;\n- (b) prominent display of notice in banking halls or major points of card issue and usage; and/or\n- (c) notice posted on the website of the institution.\n- 54.4. A copy of the revised terms and conditions should be provided to customers upon their request.\n- 54.5. In case customers do not agree to any significant variation of the terms and conditions, they should be entitled to the full refund of the deposit and any residual value in the SVC.\n\n#### **55. Operation of SVCs**\n\n- 55.1. SVC issuers should not automatically renew a SVC without giving customers at least 30 days' notice commencing from the date of renewal to cancel the SVC without having to pay the renewal fee.\n- 55.2. Where a SVC malfunctions due to no fault on the part of customers, they should be given the choice either to request a replacement free of charge or to cancel the SVC and seek full refund of the deposit and any residual value in the SVC.\n- 55.3. Any expiry date of the SVC should be printed on the SVC.\n- 55.4. For SVCs which can operate as an ATM card, SVC issuers should comply with the relevant provisions in Chapter 3.\n- 55.5. At the time of transactions made by an SVC through any electronic means, the holder of the SVC should be provided with information on the amount being debited from or credited to the SVC.\n- 55.6. Channels should be available for SVC holders to check previous transactions. Such channels may include one or more of the following -\n\t- (a) self-serviced transaction checking machines;\n\t- (b) hotline enquiry;\n\t- (c) service counter enquiry;\n\t- (d) internet checking;\n\t- (e) request by mail; and\n\t- (f) receipt of transaction records.\n\nIf there is a charge for the use of a channel, any such charge should be of a reasonable amount.\n\n55.7. Where a transaction cannot be completed successfully and value has mistakenly been deducted from the SVC of the customer, the SVC issuer should take all reasonable steps to alert the customer and reimburse the customer for the loss of the value in the SVC as soon as reasonably practicable.\n\n# **Annex I - Useful Definitions**\n\n**\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_**\n\n*These definitions explain the meaning of words and terms used in the Code. They are not precise legal or technical definitions.*\n\n#### **Authorized Agents -**\n\n Agents authorized by an institution to deal with customers to provide services on its behalf in relation to the provision of banking services, when acting in their capacity as agents for an institution.\n\n#### **Bankers' References -**\n\nA banker's reference is an opinion about a particular customer's ability to enter into or repay a financial commitment. It is given by an institution, to an enquirer, with the prescribed consent of the customer concerned. Typically, the reference will cover information confirming that an account is held and how long for. It indicates the customer's financial position but is not intended to be conclusive proof of the customer's position.\n\n#### **Basic Banking Services -**\n\nThe opening, maintenance and operation of accounts which provide basic banking services, such as deposit, withdrawal and transfer of money.\n\n#### **Cards -**\n\nA general term for any card (whether physical or virtual) which may be used to pay for goods and services or to withdraw cash. For the purpose of this Code, it excludes stored value cards (see definition of Stored Value Cards below).\n\nCommon examples are -\n\nCredit card - a card which allows cardholders to buy on credit and to obtain cash advances. Cardholders receive regular statements and may pay the balance in full, or in part usually subject to a certain minimum. Interest is payable on outstanding balances.\n\nDebit card (including an EPS card) - a card, operating as a substitute for a cheque, that can be used to obtain cash or make a payment at a point of sale. The cardholder's account is debited for such a transaction without deferment of payment.\n\nCash card (ATM card) - a card used to obtain cash and other services from an ATM.\n\n#### **Credit Reference Agencies -**\n\nAny data user who carries on a business of compiling and disseminating personal information, of a factual nature, about the credit history of individuals, whether or not that business is the role or principal activity of that data user.\n\n#### **Cross-boundary Payments -**\n\nPayments in Hong Kong dollars or a foreign currency between Hong Kong and a place outside Hong Kong.\n\n#### **Customer -**\n\nA private individual who -\n\n- (a) maintains an account in Hong Kong (including a joint account with another private individual or an account held as an executor or trustee, but excluding the accounts of sole traders, partnerships, companies, clubs and societies) with, or who receives other services from, an institution; or\n- (b) acts as guarantor or provider of third party security (whether or not the guarantor or provider of third party security is a customer of the institution) for a borrower who is an individual or otherwise.\n\n#### **Day -**\n\nDay means calendar day if not otherwise specified.\n\n#### **Electronic Banking (e-banking) Services -**\n\nBanking services, delivered over the internet, wireless network, ATMs, fixed telephone network or other electronic terminals or devices. Accordingly, e-banking services include **-**\n\n- (a) Internet banking services, which refer to financial services delivered over the Internet to customers' devices including personal computers and mobile devices;\n- (b) contactless mobile payments which refer to the use of contactless or wireless technology to transmit payment transaction information between the customer's mobile device and the payee;\n- (c) financial services delivered through self-service terminals which refer to interactive terminals (including ATMs, cash deposit machines (CDMs), cheque deposit machines and virtual teller machines) which are used by institutions to provide financial services; and\n- (d) phone banking services which refer to financial services provided through telephone line or mobile telecommunication network, covering both manned and Interactive Voice Response (IVR) phone banking services. For the purpose of this Code, phone banking does not include the provision of financial services for the purpose of sales promotion or activity notification/call-back confirmation, or by a designated staff member who had been assigned to provide continued and dedicated service to the relevant customer (e.g. a relationship manager).\n\n#### **Guarantee -**\n\nAn undertaking given by a person called the guarantor promising to pay the debts of another person if that other person fails to do so.\n\n#### **Institutions -**\n\nAuthorized institutions authorized under the Banking Ordinance (Cap. 155). These comprise licensed banks, restricted licence banks and deposit-taking companies.\n\n#### **In writing or in written form -**\n\nInformation can be provided in a non-paper based format or in printed form except where specifically indicated that it must be in printed form. Institutions may deliver information to customers in a non-paper based format provided that the institutions have so notified the customers in advance explicitly and the customers do not object to it.\n\n#### **Out of date (stale) Cheque -**\n\nA cheque which cannot be paid because its date is too old or \"stale\", normally more than 6 months old.\n\n#### **Personal Identification Numbers (PINs) -**\n\nConfidential numbers provided on a strictly confidential basis by card issuers to cardholders. Use of this number by the customer will allow the card to be used either to withdraw cash from an ATM or to authorize payment for goods or services in retail or other outlets, by means of a special terminal device.\n\n#### **Post-dated Cheque -**\n\nA cheque which cannot be paid because its date is some time in the future.\n\n#### **Prescribed Consent -**\n\nExpress consent of a customer given voluntarily.\n\n#### **Promotional Material -**\n\nAny literature or information which is designed to help sell a product or service to a customer. This does not include information relating to service enhancements and changes to customers' existing accounts which need to be sent to the customers to meet legislative and regulative requirements or which may be sent where it is in the interest of customers.\n\n#### **Related Companies -**\n\nThis refers to an institution's subsidiary, holding company or a subsidiary of the holding company.\n\n#### **Security -**\n\nA word used to describe the mortgaging or charging of assets, such as (but not limited to) properties, life policies and shares to institutions as support for loans granted to customers. If the loans are not repaid the institution's position is \"secured\" which means that it can sell the assets to meet the amount outstanding on the loan.\n\n### **Stored Value Cards (or Devices) (SVCs) -**\n\nA card or device on which data may be stored in electronic, magnetic or optical form and for or in relation to which a person pays a sum of money to the issuer of the card in exchange for the storage of that value in the card and an undertaking by the issuer that on the production of the card, the issuer or any third party will supply goods or services.\n\n#### **Third Party Security -**\n\nSecurity provided by a person who is not the borrower.\n\n# **Annex II - Ban on Double-Cycle Billing**\n\n**\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_**\n\nAssume that the billing cycle on a credit card account starts on the first day of the month and ends on the last day of the month. The payment due date for the account is the twenty-fifth day of the month. Under the terms of the account, the customer will not be charged interest on purchases if the balance at the end of a billing cycle is paid in full by the following payment due date (in other words, the consumer receives a grace period).\n\nThe customer uses the credit card to make a \\$500 purchase on March 15. The customer pays the balance for the February billing cycle in full on March 25. At the end of the March billing cycle (March 31), the customer's balance consists only of the \\$500 purchase and the customer will not be charged interest on that balance if it is paid in full by the following due date (April 25). However, the customer only pays \\$400 on April 25, leaving a \\$100 balance.\n\nA schematic diagram is provided for this illustrated example **-**\n\n\n\n#### **Option A should be adopted. Options B, C and D, representing double-cycle billing practices, are prohibited.**\n\n| Interpretations
- | | | |\n|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|--|--|--|\n| Option (A) is not subject to double-cycle billing. | | | |\n| Option (B) is subject to double-cycle billing because finance charge
is accrued on balances
for days in the billing cycle that precedes the most recent billing cycle. | | | |\n| Option (C) is subject to double-cycle billing because finance charge
is accrued on the portion
of the balance repaid prior to the expiration of the grace period. | | | |\n| Option (D) is subject to double-cycle billing because it touches upon the double-cycle billing
practices mentioned in (B) and (C). | | | |\n\n# **Annex III - Recommended template on monthly statements**\n\n**\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_**\n\n#### Assumptions -\n\n- Outstanding Balance = \\$20,000\n- Interest Rate = 30% p.a.\n- No new transaction\n- No annual fee and other fees\n- Repayments are due on the 26th day after the statement date, and it is assumed that repayments are made on or before the due date.\n\n| If you make no additional charges
using this card and each month you
pay… | You will pay off the
outstanding balance of \\$20,000
in about… | and you will end up paying an estimated
total of… |\n|---------------------------------------------------------------------------------|----------------------------------------------------------------------|------------------------------------------------------|\n| Only the minimum payment | 26 years | \\$67,537 |\n| \\$849 | 3 years | \\$30,565
(Savings = \\$36,972) |\n\nTo calculate the above information applicable to your specific case, please use our online calculator accessible from our website [relevant URL of the institution's website].","body_zh":"附件10\n《银行业实务守则》\n\n2021年12月\n\n6. 费用和收费 5\n\n7. 债务追收费用 6\n8. 客户资料的收集、使用、保存和删除 6\n9. 个人推荐人 7\n10. 平等机会 8\n11. 银行营销 8\n12. 年利率化百分率 10\n13. 处理客户投诉 10\n14. 银行分行服务的变更 11\n15. 银行业务管理 11\n16. 网络威胁、欺诈活动及其他客户安全风险的通知 11\n17. 对申请及交易资料的审查 11\n18. 以非纸质格式提供资料 12\n\n第2章－账户和贷款 13\n19. 开立账户 13\n20. 关闭账户 13\n21. 账户操作 13\n22. 抵销权 15\n23. 存款账户 15\n24. 贷款和透支 16\n25. 住宅按揭贷款 18\n26. 其他有担保贷款 19\n27. 保证和第三方担保物 19\n\n第3章－卡服务 21\n28. 申请 21\n29. 发卡 21\n30. 条款和条件 25\n31. 费用和收费 26\n32. 利率 27\n33. 还款 28\n34. 抵销权 28\n35. 卡／个人密码的安全 29\n36. 交易记录 29\n37. 未经授权的交易 32\n38. 遗失的卡／个人密码 32\n39. 损失责任 33\n40. 信用余额的处理 33\n41. 直接邮寄 33\n\n第4章－支付服务 34\n42. 支票 34\n\n第5章－贷款及垫款的追收 37\n\n45. 申请 37\n\n46. 债务催收活动 37\n\n47. 债务催收机构的管理 39\n第6章－电子银行服务 40\n48. 电子银行服务的披露 40\n49. 与电子银行有关的安全 40\n50. 实际或疑似安全事件的报告 41\n51. 损失责任 41\n第7章－储值卡（或装置） 42\n52. 申请 42\n53. 发行储值卡或装置（SVCs） 42\n54. 条款和条件以及费用和收费 42\n55. SVCs的操作 43\n附件一－有用定义 44\n附件二－禁止双周期计费 47\n附件三－月结单建议模板 48\n第一部分－引言\n1. 《银行业实务守则》的地位\n\n1.1. 本《银行业实务守则》（以下简称“《守则》”）由香港银行公会（Hong Kong Association of Banks，HKAB）及DTC协会（DTC Association，DTCA）（即业内协会）联合发布，并获香港金融管理局（Hong Kong Monetary Authority，HKMA）认可。\n\n1.2. 本守则为自愿发布的非成文法守则。认可机构（以下简称“机构”）在与其客户往来及向其客户提供服务时，应当遵守本守则。本守则尤其涵盖往来账户、储蓄及其他存款账户、贷款和透支、卡服务、电子银行服务及储值卡服务等银行服务。然而，本守则的原则适用于机构与其香港客户之间的整体关系。由机构控制的子公司及关联公司，如并非机构，且未获香港任何金融监管机构发牌、监管或监督，在香港提供银行服务（如贷款、汇款或金条服务）时，如适用，亦应遵守本守则。\n\n1.3. 本守则所载建议为对适用于根据《银行业条例》（第155章）获认可机构的任何相关立法、守则、指引或规则的补充，并不取代该等立法、守则、指引或规则。\n\n1.4. 香港银行公会及DTC协会期望各自会员遵守本守则。香港金融管理局期望所有机构遵守本守则，并将作为其日常监管的一部分监督遵守情况。\n\n1.5. 本守则不时接受检讨和修订。除非另有说明，本修订版自2021年12月10日起生效。机构应采取积极措施，尽快遵守经修订的条文。机构应在生效日期后6个月内实现全面遵守。全面遵守的期限延长为：(i) 对于要求系统变更的守则条款（第[17]及[18]条除外），为12个月；及(ii) 对于第[17]及[18]条，为18个月。\n\n2. 一般原则\n\n2.1. 对客户的公平公正待遇\n\n机构应在与客户关系的所有阶段，公平、诚实及公正地对待所有客户。公平对待消费者应成为所有机构及其获授权代理人良好治理和企业文化不可或缺的一部分。应特别关注弱势群体的需要。\n\n2.2. 披露和透明度\n\n机构及其获授权代理人应清楚列明并解释产品的主要特点、风险和条款、适用的费用、佣金或收费，并向客户提供该等详情。应制定额外披露（包括适当警示），以提供与产品和服务的性质及风险相称的资料。机构及其获授权代理人还应提供有关机构通过其获授权代理人销售任何产品所涉及利益冲突的资料。在与客户关系的所有阶段，均应提供适当资料。所有金融推广材料应准确、诚实、易于理解且不得具误导性。在适用且可行时，应采用标准化的订约前披露做法，以便比较性质相同的产品和服务。\n\n如提供意见，该等意见应尽可能客观，并且一般应以客户的概况为基础，同时考虑产品的复杂性、与其相关的风险以及客户的财务目标、知识、能力和经验。机构应告知客户，向机构提供相关、准确及可获得的资料十分重要。\n\n2.3. 金融教育和意识\n\n认识到客户在提升金融素养方面负有责任，机构应与政府、监管机构及其他相关利益相关者协力推动金融教育和意识，并帮助现有及未来客户适当地发展知识、技能和信心，以了解风险（包括金融风险）和机遇，作出知情选择，知道可向何处寻求协助，并采取有效行动改善其自身的财务福祉。应推动提供广泛的金融教育和资料，以深化消费者的金融知识和能力，尤其是向弱势群体提供。客户应可容易取得有关消费者保护、权利和责任的清晰资料。\n\n2.4. 机构及获授权代理人的负责任经营行为\n\n机构及其获授权代理人应以为客户最大利益行事及负责维护金融消费者保护为目标。机构亦应对其获授权代理人和第三方服务提供商的行为负责并承担责任。视交易性质而定，并主要基于客户提供的资料，机构在向客户提供产品、意见或服务前，应评估客户的财务能力和需要。员工（特别是直接与客户互动的员工）应获得适当培训并具备适当资格。机构及其获授权代理人应努力避免利益冲突。无法避免时，其应确保作出适当披露，设有内部机制管理该等冲突，或拒绝提供该产品、意见或服务。机构员工以及在适当情况下其获授权代理人的薪酬结构，应设计为鼓励负责任的经营行为、公平对待消费者，并避免利益冲突。\n\n2.5. 保护客户资产免遭欺诈和滥用\n\n机构应设有相关资料、控制和保护机制，以适当并以高度确定性保护客户的存款、储蓄及其他类似金融资产，包括防止欺诈、挪用或其他滥用。\n\n2.6. 保护消费者数据和隐私\n\n机构应设有适当的控制和保护机制，以保护客户的财务和个人资料。该等机制应遵守所有适用法律，特别应界定可收集、处理、保存、使用和披露数据的目的。该等机制亦应确认客户有权获悉数据共享情况、查阅数据，以及迅速更正及／或删除不准确、或非法收集或处理的数据。\n\n2.7. 投诉处理和补救\n\n机构及在适当情况下其获授权代理人，应向客户提供合理渠道，以提出索赔、作出投诉和寻求补救；该等渠道应易于使用、公平、可问责、及时和高效。该等渠道不应向客户施加不合理的费用、延误或负担。\n\n2.8. 竞争\n\n机构应允许客户以方便的方式并按合理且已披露的费用，搜寻、比较及在适当情况下转换产品和机构。\n\n3. 目标\n\n3.1. 本守则旨在\n\n(a) 通过列明机构在与客户往来中应遵循的最低标准，促进良好的银行业实务；\n\n(b) 增加银行服务提供过程的透明度，从而加深客户对其可合理期望机构所提供服务达到何种程度的理解；\n\n(c) 推动形成更强的公平对待客户文化，确保机构在与客户的业务往来中顾及客户利益；以及\n\n(d) 通过上述措施，培育客户对银行体系的信心。\n\n3.2. 上述目标应在下列情况下实现：\n\n(a) 顾及机构为维护银行体系稳定而需要按照审慎标准开展业务；以及\n\n(b) 在客户权利与银行业务运营效率之间取得合理平衡。\n\n4. 查询\n\n4.1. 有关本守则的查询应向香港银行公会或DTC协会提出。其现行地址和电话号码如下：\n\n香港银行公会\n香港中环\n太子大厦525室\n电话：2521 1160或2521 1169\n传真：2868 5035\n网站：www.hkab.org.hk\n\nDTC协会\n香港上环\n文咸东街50号\n邦咸贸易中心17楼1704室\n电话：2526 4079\n传真：2523 0180\n网站：www.dtca.org.hk\n\n4.2. 可从香港银行公会及DTC协会的网站查阅或下载本守则。所有机构将向客户提供本守则副本，或告知客户如何取得副本。\n\n第二部分－银行业实务建议\n第1章－机构与客户之间的关系\n5. 条款和条件\n\n5.1. 机构应向客户或潜在客户方便地提供银行服务的书面条款及条件。机构应准备回答客户或潜在客户就条款及条件提出的任何查询。如查询涉及第三方服务提供者所提供的服务，机构可在取得客户同意后，于必要时将查询转交相关第三方服务提供者，或指示客户联络该第三方服务提供者。此后，如客户提出要求，机构应向客户提供协助。\n\n5.2. 机构应在潜在客户申请银行服务时，尽可能向其提供该银行服务的书面条款及条件。如在销售点提供书面条款及条件并不切实可行，机构应向潜在客户口头提供主要条款及条件，并在其后尽快向客户提供全套条款及条件。如在销售点提供书面或口头条款及条件均不切实可行，机构应告知潜在客户可在何处查阅条款及条件（包括提供机构网站的链接），并建议其在申请银行服务前阅读及理解条款及条件，且其后应尽快提供全套条款及条件。\n\n5.3. 条款及条件应对客户与机构之间的关系作出公平而平衡的描述。\n\n5.4. 除非该银行服务受香港以外地区的法律管辖，或对双语资料的需求甚少或不存在，否则条款及条件应以中文及英文提供。机构应使用浅白语言，并在切实可行的情况下避免使用复杂的法律及技术术语。如使用法律及技术语言，应在切实可行的情况下提供适当解释。条款及条件应采用合理的版面及易于阅读的字体大小。\n\n5.5. 条款及条件应在适用情况下，突出说明使用银行服务所涉及的任何费用、收费、罚款及相关利率（或其确定基础），以及客户的责任和义务。\n\n5.6. 在拟订银行服务的条款及条件时，机构应适当考虑适用的香港法律，尤其包括《个人资料（私隐）条例》（Personal Data (Privacy) Ordinance（Cap. 486））（PDPO）、《管制免责条款条例》（Control of Exemption Clauses Ordinance（Cap.71））、《不合情理合约条例》（Unconscionable Contracts Ordinance（Cap. 458））、《服务提供（隐含条款）条例》（Supply of Services (Implied Terms) Ordinance（Cap. 457））及任何其他现行消费者保障法例。\n\n5.7. 条款及条件应与本守则一致。机构应持续检讨条款及条件，以确保其与本守则一致。\n\n5.8. 机构应在客户申请银行服务时，建议客户阅读及理解条款及条件。机构应给予客户合理机会在申请前审阅条款及条件。如在分行或其他面对面情形中使用电子设备展示条款及条件，机构应客户要求，向客户提供其他方式以审阅相关资料。\n\n5.9. 对于影响费用及收费以及客户责任或义务的任何条款及条件变更，机构应在其生效前30 days向客户发出通知（另见下文第[6.3]及[6.4]节）。对于所有其他变更，机构应在该等变更生效前向客户发出合理通知。上述规定不适用于下文第[30.8]节所涵盖的有关卡的条款及条件变更。\n\n5.10. 任何条款及条件变更的通知应清楚列明该变更，并在适当及切实可行的情况下以浅白语言作出解释，以及列明客户可表示拒绝的方式及其后果。如客户决定终止银行服务，机构在下列条件下不应就该终止收取任何费用——\n\n(a) 该条款及条件变更被视为对有关特定银行服务属关键且相关；\n\n(b) (a)项所述变更可能对客户造成不利影响；以及\n\n(c) 客户在(a)项所述变更生效前的通知期内表示决定终止银行服务。\n\n5.11. 如该变更涉及现有条款及条件的重大修改，或该等修改非常复杂，机构应提供经修订条款及条件主要特点的书面摘要。\n\n5.12. 如变更足以证明有必要，机构应向客户发出经修订条款及条件的完整版本，不论变更的性质为何。\n\n5.13. 如客户拒绝接受条款及条件的变更，并选择在合理期限内终止银行服务，机构应按比例退还就该银行服务收取的任何年度费用或其他定期费用，但该费用须可单独区分，且所涉金额并非微不足道。\n\n5.14. 除详细条款及条件外，机构应向客户方便地提供本守则以下各章所列各种银行服务主要特点的一般说明资料。\n\n5.15. 为免生疑，第[5.1]及[5.8]节亦应适用于由机构的第三方服务提供者提供或供应的服务或产品（例如保险、退休计划及投资产品），即使该服务或产品的相关条款及条件载于服务提供者与客户之间的另一份合约内。机构应告知其服务提供者本节其余部分的规定，并要求其在切实可行的范围内遵守该等规定。\n\n6. 费用及收费\n\n6.1. 机构应向客户方便地提供有关本守则涵盖的银行服务应付费用及收费的详情。所有费用及收费均应属合理金额。机构标准费用及收费表应展示于其主要营业地点及分行，并应按要求提供。如机构提供互联网银行服务，该表亦应载于机构的网站及主要互联网银行平台。\n\n6.2. 对于不适用标准费用及收费的服务，应在提供该等服务时及按要求告知收费依据的详情。\n\n6.3. 除与卡有关的费用及收费外（见下文第[30.8]节），机构应在任何费用及收费水平的变更（包括确定费用及收费依据的任何变更）生效前至少30 days向受影响客户发出通知。\n\n6.4. 如机构根据上文第[5.9]或[6.3]节发出通知，应采用有效的通知方式，以合理确保其客户将获悉该变更，且不应过度依赖客户自身主动采取行动。向客户作个别通知（不论以书面通知、结单插页、账户结单讯息、电子邮件或SMS讯息方式）被视为能有效达致此目的。但如基于费用不成比例或可能无效的理由而不适宜作出个别通知（例如存折储蓄账户，而机构可能不知道客户的最新地址），机构可采用其他通知方式，例如采用下列一种或多种方式——\n\n(a) 报章广告；\n\n(b) 在银行营业大厅显著展示通知；\n\n(c) 在自助终端机地点／屏幕展示通知；\n\n(d) 电话银行讯息；\n\n(e) 在机构网站刊登通知；及\n\n(f) 在机构主要互联网银行平台刊登通知。\n\n6.5. 机构不应就处理港元现金存款收取行政费用，但大额现金存款除外。\n\n6.6. 除非已按下文第[6.7]节发出事先通知，否则机构应在任何该等收费从客户账户扣除后，及时告知客户从其账户扣除的收费性质及金额。\n\n6.7. 当不动账户首次产生收费时，机构应提前14 days通知客户，并告知其可采取何种措施避免该等收费，或可从何处取得该等资料。\n\n7. 债务追收费用\n\n7.1. 条款及条件所载任何成本弥偿条文，仅应规定追收金额合理且属合理发生的成本及费用。\n\n7.2. 应客户要求，机构应就客户须向机构作出弥偿的成本及费用提供详细分项。\n\n8. 客户资料的收集、使用、保存及删除\n\n8.1. 机构应将其客户（及前客户）的银行事务视为私隐及保密事项。\n\n8.2. 机构在收集、使用、保存及删除客户资料时，应时刻遵守PDPO。机构亦应遵守个人资料私隐专员（Privacy Commissioner for Personal Data）发出或认可、就遵守PDPO提供实务指引的任何相关实务守则。\n\n8.3. 在收集客户个人资料时或之前，机构应尽可能具体地通知客户其可能拟向之披露客户资料的人士类别及该等披露的目的。应具体通知客户的人士类别包括但不限于——\n\n(a) 债务追收机构；\n\n(b) 拟或可能获外判处理个人资料的数据处理者；\n\n（c）信贷资料服务机构；\n\n（d）在遵守下文第[8.4]节的前提下，可为市场推广目的而获披露客户联络资料的人士，包括同一集团内的关联公司及其他人士（应以具体方式分类说明，例如机构的联名合作伙伴或第三方忠诚度计划提供者，并应在向客户提供的相关服务或产品的申请表格／宣传单张中逐一列明）；以及\n\n（e）适用法律或不时发布的监管指引可能要求向其作出披露的其他人士。\n\n8.4. 除非取得客户的订明同意，机构不应就客户提供银行资信证明。拟将客户资料用于直接促销用途的机构，应遵守PDPO及任何相关实务守则。\n\n8.5. 机构首次将个人资料用于自身市场推广用途时，应告知客户，如客户提出要求，机构将不向客户收费而停止将该个人资料用于该等用途。\n\n8.6. 机构应至少每年一次提醒客户其有权提出上文第[8.5]节所述的要求，或在其市场推广材料中载入标准通知。\n\n8.7. 当客户反对披露上文第[8.3](d)节所述资料，或拒绝给予PDPO所规定的同意或不反对表示，或撤回任何该等同意或不反对表示时，有关机构应落实该项反对、拒绝或撤回，且不应拒绝向该客户提供基本银行服务。\n\n8.8. 如个人资料被转移给第三方服务提供者，例如作为外包安排的一部分，机构应确保该等资料将由该服务提供者保密处理并获得充分保障，并应采取合同或其他方式，防止转移给该服务提供者的任何资料遭受未经授权或意外的查阅、处理、使用、删除或遗失，或保存时间超过外包协议所规定用途所需的期限。对于因服务提供者处理客户资料而引起的任何投诉，机构仍应向客户负责，且不应试图否认其对服务提供者违反客户保密义务的任何责任。\n\n9. 个人推荐人\n\n9.1. 机构可要求银行服务申请人在该等服务的申请表格中提供已同意担任申请人推荐人的人士姓名及资料。\n\n9.2. 推荐人的角色仅限于应机构要求，自愿提供有关申请人就申请表格所指明银行服务的资料。除非推荐人已订立正式协议，为该客户的债务提供担保，否则推荐人并无法律或道德义务向机构偿还客户的债务。\n\n9.3. 机构应要求银行服务申请人确认，其已事先取得推荐人同意使用其姓名。如申请人未能作出该项确认，机构不应接触该等推荐人。在该等情况下，机构应自行判断是否继续处理该申请。\n\n9.4. 机构不应试图直接或间接向并非担保人的客户推荐人追讨债务。就此而言，机构不应将有关推荐人（或债务人或担保人以外的第三方）的资料交予其收债机构。如须联络推荐人以取得资料协助寻找债务人或担保人，应由机构人员在不对推荐人造成滋扰的情况下进行。\n\n10. 平等机会\n\n10.1. 机构在提供银行服务时，应始终遵守促进平等机会的有关条例及根据该等条例发出的任何守则。\n\n10.2. 就有障碍的客户而言，机构应采取积极协助的方式，向其提供适当途径以使用银行服务。尤其鼓励机构安装专用机器或软件，并提供实体通道，以便利向有障碍人士提供银行服务。\n\n10.3. 机构应遵循行业协会就向有障碍或有特殊需要客户提供服务所发布的有关指引，包括但不限于《无障碍银行服务实务指引》及《智障人士银行服务指引》，该等指引可于HKAB网站查阅。\n\n10.4. 除法定要求外，机构在提供银行服务及所提供服务的质素和条款方面，不应仅因任何客户的家庭状况（例如单亲家长）、性取向、年龄或种族而歧视该客户。\n\n10.5. 机构应向前线员工提供适当培训，以提高其对平等机会原则和指引以及向有障碍客户提供协助的认识。\n\n11. 银行市场推广\n\n11.1. 机构在使用直邮时应审慎，尤其应有所节制并加以选择：\n\n（a）当客户为未成年人时；以及\n\n（b）在推广贷款和透支服务时。\n\n11.2. 机构应确保所有广告和推广材料公平合理、不含误导性资料，并遵守所有有关法律、守则及规则。如优惠受条件限制，应在可行情况下于广告材料中清晰展示该等条件。如受篇幅限制，例如海报广告及电视广告，广告应列明取得进一步资料的方法。如使用数字媒体或渠道，而该等媒体或渠道对篇幅、字符数或其他方面施加限制，机构应考虑是否适宜使用该等媒体或渠道推广性质复杂且其条款、特点或风险可能不易为客户理解的产品及服务。如使用该等媒体或渠道推广该等产品及服务，机构应考虑加入图像、信息图表或其他方式，以向客户传达必要资料，或列明取得进一步资料的方法。\n\n11.3. 在银行服务的任何市场推广过程中以及广告和推广材料中，机构应以清晰及显著的方式列明通常会产生的利率及相关费用和收费，并说明有关条款及条件的完整详情可应要求提供。如提及利率，机构亦应列明年化百分率（APR）。在可行范围内，广告和推广材料应说明APR，例如，APR是以年化利率表示、包括产品基本利率及其他费用和收费的参考利率。如银行产品的利率通常以年化浮动利率表示，机构毋须列明相应的APR，但应以清晰及显著的方式列明通常会产生的任何有关费用和收费，例如年费。\n\n11.4. 凡机构聘请或与第三方合作推广该机构的产品或服务，机构均有责任确保该等第三方在聘请或合作期限内发布或分享的所有推广活动（包括广告及宣传材料）公平合理，不含误导性信息，并符合第[11.2]及[11.3]节的规定。为免生疑问，本节不适用于未受机构聘请或未与机构合作推广其产品或服务的第三方在公共领域发布或分享的材料，亦不适用于由受机构聘请或与机构合作的第三方发布或分享的材料被该等第三方以外的各方转载或进一步分享的情形。\n\n11.5. 机构应维持一个或多个便利渠道，供公众核实机构以及受机构聘请或与机构合作的第三方所开展的营销和推广活动及材料的真实性。机构可根据具体情况确定适当的具体渠道，前提是该等渠道使用便利，且公众清楚知悉该等渠道的可用性。机构应确保核实渠道在有关营销和推广活动结束后的一段合理期间内仍然可用。\n\n11.6. 机构在对客户进行未经请求的（即冷）电话推销时，应保持克制，并考虑香港金融管理局（HKMA）有关机构开展营销活动的相关指引所载的一般原则。\n\n11.7. 当向客户推出涉及成本、潜在责任或潜在财务损失风险的新服务、升级服务、新产品或升级产品时，机构不应自动将客户纳入该服务或产品，即不应在未取得客户规定同意的情况下将其纳入。在新的或升级的服务或产品不涉及客户额外成本、潜在责任或潜在财务损失风险的情况下，机构应给予客户至少14天的期限拒绝接受该服务或产品，并提供便利渠道供客户表示其拒绝接受。机构应明确通知客户，客户可拒绝接受该服务或产品，以及客户可据此拒绝接受的渠道。\n\n11.8. 如向客户提供一项不涉及客户额外成本、潜在责任或潜在财务损失风险的“利益”，则该利益不应被视为适用上述第[11.7]节规定的“升级服务或产品”。在确定何者构成“利益”时，应符合下列原则：\n\n(a) 其不涉及客户目前或未来的成本、责任或潜在财务损失风险；\n\n(b) 其向所有认购相关服务或产品的客户提供，且向特定客户提供是否享有该“利益”的选择在实际操作上不可行；以及\n\n(c) 客户享有该“利益”时，无须偏离相关产品或服务的正常使用方式，但可被要求采取符合某些条件的行动。\n\n11.9. 为免生疑问，上述第[11.7]至[11.8]节不适用于机构引入强化安全功能或其他类似情形。\n\n11.10. 机构作为第三方服务提供者的代理人分销保险产品、退休计划和投资产品时，应向客户或潜在客户单独提供或作为相关营销材料的一部分提供下列信息：\n\n(a) 机构为该第三方服务提供者分销该产品，该产品为该第三方服务提供者的产品，而非该机构的产品；以及\n\n(b) 就因销售过程或处理相关交易而在机构与客户之间产生的合资格争议（定义见金融纠纷调解中心（Financial Dispute Resolution Centre）就金融纠纷调解计划（Financial Dispute Resolution Scheme）订立的职权范围），\n\n机构须与客户进入金融纠纷调解计划程序；但有关产品合同条款的任何争议，应由第三方服务提供者与客户直接解决。\n\n11.11. 虽然机构提供的银行服务获豁免适用《商品说明条例》（Trade Descriptions Ordinance）（Cap.362），但在提供银行服务时，以及在适用于该等服务的范围内，机构应尽力避免从事《商品说明条例》第2B部所述的不公平营商手法，包括误导性遗漏、具侵略性的商业行为、诱饵式广告、诱饵转换销售及错误地接受付款。\n\n12. 年化百分率\n\n12.1. 机构应在相关情况下报出银行产品的年化百分率（APRs），以便比较不同的收费结构。如某产品的利率通常以年化浮动利率报出（例如存款、透支及按揭贷款），机构无须报出相应的年化百分率，但应以清晰及显著的方式展示通常就该产品产生的所有相关费用及收费。\n\n12.2. 机构应准备回应客户有关年化百分率及计算方法的查询，并向客户告知特定产品的年化百分率。计算年化百分率时，应采用行业协会发布的相关指引所载的方法。\n\n12.3. 虽然机构获豁免适用《放债人条例》（Money Lenders Ordinance）（Cap. 163），因而其收取的利率不受限制，但机构不应向客户收取敲诈性利率。如其就正常履约贷款、逾期循环贷款或因逾期而重新定价的贷款所收取的年化百分率（按照行业协会发布的相关指引所载方法计算），或其就违约或逾期款项收取的年化利率，超过《放债人条例》所推定为敲诈性的水平，机构应能够说明为何该等高利率并非不合理或不公平。除非因特殊货币状况而有正当理由，正常履约贷款、逾期循环贷款或因逾期而重新定价的贷款所收取的年化百分率，或就违约或逾期款项收取的年化利率，不应超过《放债人条例》规定的法定上限。为免生疑问，固定金额的费用及收费不应计入年化利率的计算。对违约贷款征收的固定金额费用及收费应属合理。\n\n13. 处理客户投诉\n\n13.1. 机构应建立公平且迅速处理客户投诉的程序。投诉程序应考虑下列准则：\n\n(a) 透明度：适用程序应有书面记录；\n\n(b) 可及性：客户应能容易地启动该等程序；以及\n\n(c) 有效性：该等程序应规定以公平及公正的方式迅速解决争议。\n\n13.2. 应向客户及其他利益相关方（例如个人推荐人和担保人）提供如何启动投诉程序的详情，以便其知悉如欲提出投诉应采取何种步骤。鼓励机构以录音或盲文形式向视障人士提供如何启动投诉程序的详情。\n\n13.3. 机构应确保所有直接与客户接触的员工均知悉投诉程序，并能够通过提供有关该等程序的正确信息协助客户。\n\n13.4. 机构收到书面投诉后，应在7天内向投诉人发出确认函（如投诉未能于7天内解决），并在合理期间内（通常不超过30天）就投诉作出书面答复。与投诉人的函件应按照投诉所使用的语言，以中文或英文发出。\n\n14. 银行分行服务的变更\n\n14.1. 在决定关闭、迁址或对任何银行分行的服务范围作出重大变更前，机构应适当考虑（其中包括）社区对银行服务的需要及对附近客户的影响，尤其是对长者及有障碍人士的影响。如决定关闭、迁址或对银行分行的服务范围作出重大变更，机构应考虑实施适当措施，以尽量减少对客户的影响。\n\n14.2. 机构在关闭（包括可行情况下的临时关闭）、迁址或对分行服务范围作出重大变更前，应向客户发出合理通知。通知亦应显著张贴于分行处所内；机构可视情况考虑在其主要网上银行平台发布额外通知。通知应载有机构如何可继续向客户提供服务的详情，并提供客户查询时的联络资料。除非机构在实际操作上无法发出该等通知（例如因不可预见的情况），通知期不得少于2个月。然而，如拟关闭的分行提供保管箱服务，机构应提供更长的通知期。\n\n15. 银行业务的管理\n\n15.1. 机构应为在银行分行或其他地点进行且可能需求量高的银行业务作出适当安排，以使该等业务得以公平及有秩序地进行，同时尽量减少对客户及公众造成的滋扰或不便。\n\n15.2. 机构应确保有关该等活动详情的透明度，并尽早通过有效方式向客户及／或潜在客户提供有关安排以及其后对该安排作出的任何变更的充分信息。\n\n16. 网络威胁、欺诈活动及其他客户安全风险的通知\n\n机构如知悉与该机构有关的网络威胁、欺诈、诈骗、虚假营销及推广通讯以及其他客户安全风险（统称“客户安全风险事件”），如：(a) 有或看来有合理可能性表明所有或相关客户将受客户安全风险事件影响；以及(b) 机构已收到客户就客户安全风险事件造成的财务损失所作出的多宗报告，则应尽力在切实可行范围内尽快向所有或相关客户（视情况而定）发出有关客户安全风险事件的警告信息。警告信息应针对有关的特定客户安全风险事件，提醒客户注意相关风险，并包括建议客户应采取以保护自身的措施。\n\n17. 申请及交易信息的审查\n\n客户申请某项产品或服务时，以及交易执行前，机构应向客户提供相关文件，并让客户有合理机会在申请或执行（视情况而定）前审阅该等文件。在分行或其他面对面场合使用电子设备展示信息时，机构应客户要求，向客户提供替代方式审阅相关信息。\n\n18. 以非纸质形式提供信息\n\n18.1. 如以完全非纸质形式提供第[5.2]、[5.10]、[5.11]、[5.12]、[6.3]、[13.4]、[21.3]、[23.5]、[24.2]、[24.3]、[27.1]、[27.6]、[27.7]、[27.8]、[30.4]、[36.3]或[46.8]节所述信息，机构应确保该信息以一种使客户能够在提供时直接下载并储存以供日后参考的格式提供。以非纸质形式向客户提供该信息的机构，应事先明确通知客户，且客户不表示反对。就第[13.4]节而言，如客户接收非纸质信息的偏好已为机构明确知悉，则可能无需作出该等事先通知。此外，机构还应在特殊情况下顾及客户要求以纸质形式提供信息的需要。\n\n18.2. 如以非纸质形式提供第[5.2]、[5.10]、[5.11]、[5.12]、[6.3]或[30.4]节所述信息，而该形式允许客户在信息提供后直接下载并储存该信息，机构应允许客户在合理规定期限内继续如此操作，且该信息在规定期限内必须保持不变。机构应清楚告知客户可下载该信息的规定期限，并告知客户在该规定期限届满后可能无法访问或下载该版本的信息。\n\n第2章——账户及贷款\n\n19. 开立账户\n\n19.1. 为保护其客户、公众及机构自身免受银行系统被滥用，机构应核实寻求开立账户之人的身份。\n\n19.2. 机构应遵守《打击洗钱及恐怖分子资金筹集（金融机构）条例》（Anti-Money Laundering and Counter-Terrorist Financing (Financial Institutions) Ordinance，Cap. 615）附表2规定的客户尽职审查要求。Hong Kong Monetary Authority（香港金融管理局）的《打击洗钱及恐怖分子资金筹集指引》就这些要求提供指引；这些要求包括参照由可靠及独立来源提供的文件、数据或资料（如护照或身份证）核实客户身份。还应取得住址，以及与了解业务关系的目的及预期性质相关的信息，例如客户的职业。\n\n19.3. 机构应客户或潜在客户要求，向其提供有关客户尽职审查要求的一般说明性信息。\n\n20. 关闭账户\n\n20.1. 客户或机构均可随时终止任何银行业务关系，但须遵守与关闭账户有关的任何具体条款及条件。\n\n20.2. 除非在切实可行的情况下先行至少30日通知，或应客户要求给予更长的通知期限，否则机构不应关闭客户账户。在特殊情况下，本规定不适用，例如账户正被用于或被怀疑被用于非法活动。机构还应在适当且不违反法律的情况下，考虑向客户说明关闭账户的理由。\n\n21. 账户运作\n\n21.1. 除详细条款及条件外，机构应使客户容易获得关于其账户运作的一般说明性信息。该等信息应包括——\n\n(a) 任何定期费用；\n\n(b) 任何最低余额要求，以及余额低于规定最低额时应付的费用；\n\n(c) 对不活跃或休眠账户的处理方式（见上文第[6.7]节）；\n\n(d) 存入账户的支票或付款凭证通常所需的结算时间；\n\n(e) 机构主张的任何抵销权（见下文第[22]节）；以及\n\n(f) 关闭账户（见上文第[20]节）。\n\n21.2. 机构应使联名账户客户容易获得关于其账户运作的一般说明性信息。该等信息应包括——\n\n(a) 联名账户中每位客户的权利及责任；\n\n(b) 账户授权书中为联名账户运作而规定的签署安排所产生的影响，尤其是获授权签署人所进行的任何交易均对所有账户持有人具有约束力；\n\n(c) 变更该等获授权签署人或签署安排的方式；\n\n(d) 联名账户债务的责任性质；以及\n\n(e) 机构就联名账户主张的任何抵销权（见下文第[22]节）。\n\n21.3. 除非存在下列情况，机构应每月向客户提供账户结单——\n\n(a) 已提供存折或其他交易记录；\n\n(b) 自上次结单以来账户未发生交易；或\n\n(c) 与客户另有约定。\n\n如机构不向客户邮寄或通过电子邮件发送账户结单，而要求客户以电子方式获取该信息，机构应在结单可供该等获取时通知相关客户。\n\n21.4. 如机构在客户申请账户时或在任何其他时间事先明确通知客户将提供非纸质账户结单，并给予客户选择接收纸质结单的选项，机构可向客户提供非纸质形式的账户结单。作出通知时，机构还应告知客户选择接收或继续接收纸质结单所需支付的费用及收费（如有），以及其后选择接收纸质结单的程序。\n\n21.5. 在关闭银行账户前，机构应提醒客户（如适用）下载并储存其非纸质账户结单以作记录，并提醒客户在账户关闭后将无法再查阅其结单。机构应给予客户合理时间下载并储存其非纸质结单，或应其要求向客户提供纸质结单。\n\n21.6. 对于已选择以非纸质形式接收综合账户、港元往来账户及／或港元储蓄账户结单的零售客户，机构应允许客户在网上银行平台查阅并储存其非纸质结单，期限至少为7年。机构应自2020年3月31日起，就其网上银行平台提供的非纸质结单逐步累积至少7年周期的非纸质结单。其他类型账户结单的检索期限应足够长，以便客户有合理机会查阅。机构应遵循行业协会不时发布的相关指引。\n\n21.7. 机构应建议客户审阅其账户结单，并给予客户至少90日的合理期限，以报告结单中的任何未经授权交易。应警告客户，如其未能在规定期限内报告任何未经授权交易，机构保留将该结单视为最终证据的权利。然而，机构不应就下列情况行使该权利——\n\n(a) 因任何第三方（包括客户的任何雇员、代理人或受雇人）伪造或欺诈而产生的未经授权交易，且机构就该等交易未能尽到合理的谨慎及技能；\n\n(b) 因机构任何雇员、代理人或受雇人伪造或欺诈而产生的未经授权交易；或\n\n(c) 因机构或其任何雇员、代理人或受雇人的违约或疏忽而产生的其他未经授权交易。\n\n22. 抵销权\n\n22.1. 向客户提供的说明性信息（见上文第[21]节）应包括对机构就客户不同账户中的贷方余额及借方余额所主张的任何抵销权作出的清晰而显著的通知。\n\n22.2. 尤其应向联名账户客户明确说明，机构是否主张有权以该账户的贷方余额抵销该联名账户一名或多名持有人可能持有的其他账户中的借方余额。\n\n22.3. 机构应在其条款及条件中列明其行使抵销权的情形。\n\n22.4. 机构行使任何抵销权后，应立即通知客户。\n\n23. 存款账户\n\n23.1. 除利率可协商的情形外，机构应在其主要营业地点及分行公布或展示计息账户所提供的利率，并在其网站及主要网上银行平台提供该等利率。\n\n23.2. 机构应使客户容易获得有关所有存款账户的下列信息——\n\n(a) 适用于其账户的利率；\n\n(b) 确定利息的依据，包括在相关情况下的实际年利率（APR）（见上文第[12]节）、利息将按单利或复利计算，以及计算时将采用的一年天数（包括平年及闰年）；\n\n(c) 利息支付的频率及时间；以及\n\n(d) 确定存款账户费用及收费的依据。\n\n23.3. 就定期存款而言，机构应向客户提供下列额外信息——\n\n(a) 利息及本金的支付方式，以及以不同方式提取该等资金的相关成本（例如通过银行本票）；\n\n(b) 到期时可如何处理资金的方式（例如自动续存、转入储蓄账户或往来账户等）；\n\n(c) 已到期但未续存或未提取的定期存款所适用的利率（如有）；以及\n\n(d) 因提前或部分提取存款而可能产生的费用及／或利息没收。\n\n23.4. 如定期存款的到期日适逢非营业日，该存款应视为于紧接其后的营业日到期。\n\n23.5. 机构应当就通知存款或定期存款向客户提供载明存款日期的即时收据或通知书。对于定期存款，收据或通知书应载明利率和单一到期日。对于通知存款，收据或通知书应载明初始利率及提取该存款所需的通知期限。\n\n23.6. 机构应通过在总办事处、分行、其网站及主要网上银行平台张贴通知、在账户结单上注明或在报刊刊登广告的方式，通知客户利率的变更（每日变更的利率除外）及其生效日期。对于客户已在机构存款后促销利率的变更（客户在办理存款时已获告知的变更除外），机构应采用有效的通知方式，以合理确保其客户将获知该变更，且不应过度依赖客户自行主动了解。向客户作出个别通知（无论以书面通知、账户结单信息、结单插页、电子邮件或短信方式）均视为有效实现该目的。\n\n23.7. 机构应始终遵守香港金融管理局或证券及期货事务监察委员会就结构性存款（例如涉及衍生工具的存款或账户，如股票、指数、商品、信贷、货币及利率挂钩存款）风险披露的任何相关监管规定。机构应在与结构性存款有关的广告及推广材料中作出风险披露声明。该声明应包括：\n\n(a) 明确警告进行结构性存款交易的风险；及\n\n(b) 说明本金、利息或两者是否可能因结构性存款而蒙受损失。\n\n24. 贷款及透支\n\n24.1. 批准贷款或透支须以机构的信贷评估为前提，该评估应考虑申请人的还款能力。为此，机构可考虑以下因素：\n\n(a) 从过往交易中获得的对客户财务状况的既有了解；\n\n(b) 客户的收入和支出；\n\n(c) 客户的资产和负债；\n\n(d) 从信贷资料机构取得的信息；及\n\n(e) 申请人提供的其他相关信息。\n\n24.2. 机构应尽力确保潜在借款人了解任何借款安排的主要条款及条件。申请贷款或透支时，或在适用情况下于其后的要约中，以及在客户要求时，应提供以下信息：\n\n(a) 贷款或透支的利率，以及该利率是否可能在贷款期间变动；\n\n(b) 对利息确定依据及应付时间的简要说明，包括在适用情况下的实际年利率（见上文第[12]节），以及计算时将采用的一年天数（包括平年和闰年）；\n\n(c) 所有适用的费用及收费，以及对该等费用及收费的确定依据及应付时间的简要说明；\n\n(d) 潜在借款人可接受贷款要约的指定期限；\n\n(e) 还款条款的详情，包括贷款期限，以及在适用情况下客户应付的分期款项；\n\n(f) 任何要求立即偿还的优先权利；\n\n(g) 其他重要特点，例如担保要求、逾期付款收费及提前还款的收费或终止费用，以及对逾期付款收费及提前还款收费或终止费用的确定依据及应付时间的简要说明；及\n\n(h) 如客户违约，机构有权以客户在其他账户中持有的任何贷方余额（或客户联名账户中的贷方余额）抵销客户应付机构的款项。\n\n24.3. 除上文第[24.2]节所列信息外，申请贷款时，或在其后的要约中，以及在客户要求时，还应向客户提供以下有关分期贷款（即以等额分期方式偿还的贷款）的信息：\n\n(a) 在适用情况下，用作计算上文第[24.2][(c)]节及第[24.2][(g)]节项下费用及收费依据的贷款余额，以及确定该贷款余额的时间；及\n\n(b) 在整个贷款期限内每笔贷款还款中利息与本金的分摊情况，以及分摊方法。\n\n24.4. 除遵守上文第[5.2]节外，机构还应在客户申请贷款及透支时及在客户要求时，以主要资料概要的形式向客户提供主要条款及条件的一致、简明摘要。主要资料概要应包括客户高度关注的信息，例如利率、费用及收费，并应遵循行业协会发布的相关指引所提供的标准模板。\n\n24.5. 对于有指定到期日的贷款，机构应列示客户通常选择的不同期限的实际年利率。\n\n24.6. 对于循环性质的贷款（透支除外），机构应列示按照行业协会发布的相关指引所规定的方法计算的实际年利率，以及年费。每当列示利率时，实际年利率和年费应以同等显著方式列示。\n\n24.7. 如在贷款期间有一个以上适用利率，机构应列示一项实际年利率，该实际年利率应考虑贷款期间不同部分的所有适用利率，并按照行业协会发布的相关指引所规定的方法计算。\n\n24.8. 用作计算贷款和存款利息依据的天数应保持一致。\n\n24.9. 如贷款或透支的利率以参考利率为基础，例如最优惠贷款利率，机构应在切实可行的情况下尽快通知客户任何参考利率变更，除非该等变更已在媒体上广泛公布。\n\n24.10. 对于未预先安排信贷额度的账户发生透支时，机构应及时通知客户及相关费用和收费。\n\n24.11. 如机构拟在客户账户透支或超出约定借款限额时，按照相关条款及条件收取违约利率及其他费用，机构应预先告知客户其有权施加该等违约利息及收费，并在行使该权利后及时通知客户。\n\n24.12. 机构应建议客户，如在信贷期内偿还或偿付贷款遇到任何困难，应尽快通知机构。\n\n25. 住宅按揭贷款\n\n25.1. 本节适用于以住宅物业／停车位作担保的任何按揭贷款，不论贷款用途或住宅物业／停车位所在地为何。个人提供（或拟提供）住宅物业／停车位作为第三方担保的情形，适用下文第[27]节。\n\n25.2. 客户申请以住宅物业／停车位作担保的按揭贷款时，或在适用情况下于其后的要约中，以及在客户要求时，机构应向客户及潜在客户提供与上文第[24.2]节类似的信息。此外，机构应警告客户，该按揭贷款以相关物业作担保，违约可能导致机构接管及出售该物业。\n\n25.3. 对于在2005年7月4日或之后订立、涉及一名以上借款人的“一切款项”按揭（即为借款人应付的所有款项提供担保的按揭），该按揭所担保的金额不应超过共同借款人任何时候共同欠付或产生的款项、义务及责任金额。这并不限制作为保证人的共同借款人以符合下文第[27]节规定的透明方式，另行保证或担保另一方的义务。\n\n25.4. 机构应在每次调整利率后，向客户提供客户应付分期款项的经修订详情。\n\n25.5. 如客户及潜在客户须支付代表其本人的律师及代表机构的律师为物业准备按揭所产生的法律费用，机构应告知客户及潜在客户。\n\n25.6. 机构还应告知客户或潜在客户，其有权另行聘请律师代表自己，以及此举所涉及的费用影响。\n\n25.7. 客户可从机构的认可名单中委任律师，同时代表客户本人及机构（除非机构的政策规定须由不同律师代表），并可聘请其认为合适的保险人，为物业投保火灾或其他严重损害保险。该等认可名单的涵盖范围应足够广泛，以便客户作出选择。就保险人而言，认可名单应包括与机构无关联的保险人。\n\n25.8. 机构应告知客户及潜在客户，其可聘请不在机构认可名单上的律师，(a) 代表其本人；及(b) 如机构政策允许，代表其本人及机构；并且如其如此行事，应告知所涉程序、机构收取的费用及收费的性质和金额，以及机构已知律师可能收取的任何额外费用的性质，包括在情形(a)下每名律师审阅另一名律师文件的额外工作费用。\n\n25.9. 如机构的政策规定须由不同律师代表，或只聘请认可名单上的律师代表机构，应向客户及潜在客户特别强调该项政策。机构还应告知客户及潜在客户由此产生的费用影响。\n\n25.10. 机构应告知客户及潜在客户，其可聘请不在机构认可名单上的保险人；如其如此行事，应告知所涉程序、保险人须符合的任何标准（例如任何最低保单保障额）、机构收取的任何费用，以及所涉及的任何额外成本。施加的任何标准均应合理。\n\n25.11. 机构应在客户或潜在客户申请按揭及续保该物业的火灾保险单时，告知其可选择投保火灾保险单（可向机构核准名单上的保险人投保，亦可不向该等保险人投保），或采用该物业的总保火灾保险单（如有此保险单且该保险单为机构所接受）。如客户选择总保火灾保险单方案，机构不应收取任何费用。然而，在合理情况下，机构可要求客户在该总保火灾保险单之外另行投保火灾保险；在作出该等要求时，机构应向客户说明理由。\n\n25.12. 在贷款期限内应投保的金额及风险性质应属合理，并应由机构与其客户共同协商确定。机构应向客户或潜在客户提供选择，使其可决定保险金额是否应以例如原始贷款金额、当前贷款金额或恢复该物业原状的成本为依据，并应告知其任何选择是否涉及额外成本或费用（例如估值费）。\n\n25.13. 收到客户要求解除按揭的请求后，机构应在合理可行的情况下尽快，向代表该客户的律师交付产权契据及任何相关文件（按揭本身除外），但须以该律师作出承诺，即在适当情况下应要求交还该等文件。除非机构遇到任何实际困难，该程序通常应在21日内完成。如机构无法达到该行业标准，应及时通知客户。\n\n25.14. 机构应遵循行业协会发布的相关指引，防范有人冒充物业所有人而实施欺诈。\n\n26. 其他有担保贷款\n\n如一份非住宅按揭的担保文件涉及一名以上借款人，且于3 January 2006当日或之后签立，则该担保文件所担保的金额，不应超过共同借款人任何时候共同应付或产生的款项、义务及责任金额。这并不限制作为保证人的共同借款人，以符合下文第[27]节规定的透明方式，另行保证或担保另一方的义务。\n\n27. 保证及第三方担保\n\n27.1. 在符合下文第[27.9]节所规定的借款人同意的前提下，机构应向拟提供保证或第三方担保的个人（保证人）提供一份证明拟被保证或担保的义务的合同副本或摘要。\n\n27.2. 机构应以书面形式（印刷本）告知保证人——\n\n(a) 通过提供该保证或第三方担保，保证人可能代替借款人承担责任，或与借款人一同承担责任；\n\n(b) 该保证或第三方担保的金额是否无上限（即机构可在未经保证人同意的情况下，同意向借款人提供额外融资），以及如属此情况，该等责任的影响（例如，保证人须对借款人现时或将来的一切实际及或有责任承担责任，包括就向借款人提供的额外融资所产生的责任）；如不属此情况，则责任限额为何；\n\n(c) 该保证或第三方担保项下的责任是否须见索即付；\n\n(d) 在何种情况下会要求保证人履行其义务；\n\n(e) 在何种情况下以及在何一期间内，保证人可以解除其对机构所负的责任；及\n\n(f) 保证人在订立保证或提供第三方担保前，应寻求独立法律意见。\n\n27.3. 有关上文第[27.2]节规定的清晰且显著通知，应载入保证书及其他第三方担保文件中，或附于其后。\n\n27.4. 机构应向保证人提供选择，使其可决定该保证或第三方担保的金额应受限或不受限（如上文第[27.2(b)]节所述）。\n\n27.5. 就上文第[27.4]节而言，有限额保证或第三方担保可包括以下任一种——\n\n(a) 就本金而言金额受限；或\n\n(b) 金额不受限，但仅限于担保一项或多项特定融资，\n\n并可在取得保证人同意的情况下（且仅可在取得保证人同意的情况下），就原先担保范围以外的额外金额、额外融资或经变更的融资（如属(a)项），或额外或经变更的融资（如属(b)项）提供担保。\n\n27.6. 如保证或第三方担保的金额不受限（如上文第[27.2(b)]节所述），机构在向借款人提供额外融资或变更向借款人提供的融资性质时，应在合理可行的情况下尽快通知保证人。\n\n27.7. 机构应向保证人提供任何正式催收逾期付款通知的副本；该通知系发送给在收到通常催款通知后仍未清偿逾期款项的借款人。\n\n27.8. 在符合下文第[27.9]节所规定的借款人同意的前提下，如保证人提出请求，机构应向其提供最近一期向借款人提供的账户结单副本（如有）。\n\n27.9. 在接受保证或第三方担保前，机构应取得借款人的规定同意，以便向保证人提供上文第[27.1]、[27.7]及[27.8]节所述文件。如借款人不同意，机构应预先告知保证人，使其可决定是否提供该保证或担保。\n\n第3章——银行卡服务\n\n28. 适用范围\n\n本章适用于机构直接提供，或通过其控制的附属公司或关联公司提供的银行卡服务。除非另有规定，本章适用于发卡机构发行的所有卡（见定义部分中“Cards”的定义）。\n\n29. 发卡\n\n29.1. 发卡机构在发行及推广信用卡以及设定信用卡额度时，应采取负责任的做法，尤其是对于可能没有独立经济能力的人士（例如全日制学生）。发卡机构在任何情况下均应——\n\n(a) 除非发卡机构考虑客户的还款能力或财务实力，否则不得为客户开立信用卡账户，或提高适用于该等账户的任何信用额度。发卡机构应制定及维持合理的书面政策和程序，以评估客户的还款能力或财务实力；\n\n(b) 不得为未满18岁的客户开立信用卡账户，除非客户已提交书面申请，且发卡机构已取得——\n\n(i) 表明客户具有独立偿还与该账户有关的拟提供信贷的能力的财务资料；或\n\n(ii) 由年满18岁的共同签署人、保证人或共同申请人签署的协议，据此该人士同意与客户共同对该账户的任何债务承担责任，并有财务资料表明该共同签署人、保证人或共同申请人有能力偿还该等债务。\n\n如根据本节开立了信用卡账户，发卡机构不得在客户年满18岁前提高该账户的信用额度，除非在开户时承担责任的上述共同签署人、保证人或共同账户持有人以书面同意承担因提高额度所产生的责任；\n\n(c) 不得向高等教育机构的学生授予超过HK$10,000的信用额度，除非该学生已提交书面申请，并提供表明该学生具有独立偿还与该账户有关的拟提供信贷的能力的财务资料；\n\n(d) 不得就逾期超过60日或受债务减免计划约束的账户提供提高信用卡额度；及\n\n(e) 应至少在变更前30日，向持卡人发送有关提高信用额度的通知。该通知应以清晰简明的语言说明持卡人的额度将如何变更，以及如持卡人希望拒绝新额度可采取何种行动。该通知应向持卡人保证，发卡机构不会仅因其行使拒绝提高额度的权利而以不同方式对待其。\n\n29.2. 发卡机构仅可在下列情况下向客户发卡——\n\n(a) 就新卡而言，客户已要求发卡机构如此办理；\n\n(b) 应持卡人的要求，为替换因损坏、遗失或被盗，或因怀疑发生安全事件的现有卡而发行；或\n\n• （c）在符合下列条件的情况下（但须受下文第[29.12]节规限），更换或续发已经签发的卡—\n • （i）信用额度及任何其他相关限额以及主要条款和条件（包括年费）应保持不变；\n • （ii）不得签发任何额外的新卡，即持卡人获得的卡数量仍然相同；\n • （iii）该卡所附服务和特权保持不变或有所改善；以及\n • （iv）不涉及持卡人的任何额外成本、潜在责任或潜在财务损失风险。\n• 29.3. 如发卡机构拟更换或续发已经签发的卡，但未满足第[29.2][（c）][（i）]至[（iv）]节所列条件，发卡机构应在签发该卡前取得持卡人的同意，并向持卡人突出说明现有卡与更换卡或续发卡之间的主要差异。为免生疑—\n • （a）如持卡人可保留现有卡，发卡机构应向持卡人突出说明该选项，而更换卡或续发卡应被视为额外的新卡，因此须取得持卡人的同意；以及\n • （b）如卡账户中存在未偿余额，或存在（或看来存在）可转移至新卡的定期付款安排，且发卡机构已作出合理努力但无法联系持卡人，则发卡机构可签发一张卡以取代联名卡或其类别已被终止的卡。\n• 29.4. 发卡机构应核实申请卡人士的身份，并向申请人提供所需身份证明的详情。\n• 29.5. 除详细条款和条件外，发卡机构应向持卡人方便地提供有关使用卡的一般说明性资料。该等资料应包括—\n • （a）卡／个人识别号码（PIN）的安全（见下文第[35]节）；\n • （b）停止使用卡或报告卡遗失或被盗的程序（包括可作出该等报告的电话号码）（见下文第[38]节）；\n • （c）持卡人对未经授权使用卡的责任（见下文第[39]节）；\n • （d）持卡人可取得的任何信贷额度；\n • （e）该卡是否具有多于一项功能、可进行的交易种类，以及可使用该卡取得访问权限的账户；\n • （f）对使用该卡的任何限制（包括取款和交易限额）；\n • （g）就使用该卡引起的针对商户提出投诉的程序；\n • （h）如何使用发卡机构的错误／争议解决程序（包括查询定期结单所列项目的程序，以及适用信用卡协会的拒付机制）；\n • （i）取消定期付款的程序；\n • （j）对外币交易或跨境交易适用汇率及／或征费的方法；\n\n• （k）将适用的所有费用和收费，包括年费、与现金预支有关的任何收费（包括任何手续费和任何额外现金预支费用）、任何逾期付款收费等，以及确定相关费用和收费的依据，除非该等事项不在发卡机构控制范围内；\n• （l）确定利息或融资费用的依据及其应付时间，包括在相关情况下年利率（APR）（见上文第[12]节）、免息期的期限、因使用信用卡产生的未偿余额开始计收利息或融资费用的时间，以及将征收该等利息或融资费用的期间；以及\n• （m）发卡机构主张的任何抵销权（见下文第[34]节）。\n• 29.6. 发卡机构应确保其网站、主要网上银行平台及应持卡人要求，均提供用于启动任何错误／争议解决程序的申请表。\n• 29.7. 发卡机构应在其网站、主要网上银行平台及应持卡人要求，提供有关信用卡协会拒付机制的基本资料。该等资料应包括但不限于以下内容—\n • （a）拒付机制及相关流程的说明；\n • （b）说明持卡人如何向发卡机构提出拒付请求及所涉程序，包括持卡人须向发卡机构提交的资料及提交理由；\n • （c）说明发卡机构的角色；\n • （d）不同信用卡协会的拒付时限，并以常见情形举例说明，以及说明拒付时限可能因不同因素而异；以及\n • （e）持卡人应知悉的其他重要资料。\n• 29.8. 发卡机构的相关前线员工应及时并适当地协助对交易提出争议或提出拒付请求的持卡人，并能够解释向持卡人取得任何所需资料的理由。发卡机构应确保其向持卡人索取资料的要求合理且切实可行。发卡机构应迅速处理拒付请求。拒付请求的结果一经得出，发卡机构应及时向持卡人传达并解释该等结果。\n• 29.9. 在接受主卡持卡人发出签发附属信用卡的指示时，发卡机构应—\n • （a）清楚而显著地通知主卡及副卡持卡人其各自就所签发信用卡产生的债务所负的责任；以及\n • （b）告知主卡及副卡持卡人可取消及暂停附属信用卡的方式，包括须尽快交回附属信用卡。如未交回附属信用卡，且主卡持卡人要求如此办理，发卡机构应按照适用于遗失卡的程序，迅速采取行动防止进一步使用该附属信用卡。发卡机构应警告主卡持卡人，在该附属信用卡交回之前，或在发卡机构能够实施适用于遗失卡的程序之前，其可能须对因使用该附属信用卡而产生的任何付款承担责任。因该等程序产生的任何相关收费应告知主卡持卡人。\n• 29.10. 虽然发卡机构可要求主卡持卡人对副卡持卡人的债务负责，但不应要求副卡持卡人对主卡持卡人或其他副卡持卡人的债务负责。\n\n• 29.11. 如发卡机构签发的卡具有多于一项功能或交易限额，应通知持卡人。未经持卡人按规定作出同意，发卡机构不得向卡增加新功能或交易限额。如持卡人不希望使用由PIN操作的功能，发卡机构应遵从持卡人不签发PIN的请求。\n• 29.12. 除非应持卡人请求，因现有卡损坏、遗失或被盗，或因疑似安全事件而签发卡以取代现有卡，否则发卡机构不得在未允许持卡人自更换或续发之日起至少30天内取消该卡且无须支付任何费用的情况下，更换或续发该卡。\n• 29.13. 如与现有信用卡关联的储值支付工具充值服务或任何自动付款指示不会转移至更换信用卡或续发信用卡（例如，更换信用卡或续发信用卡的卡号与现有信用卡不同），应向持卡人突出说明此事，且发卡机构应提醒持卡人就通过现有信用卡预先安排的任何付款作出适当安排。为提升持卡人服务，如持卡人请求协助，发卡机构应尽最大努力协助持卡人，并提供一份经由现有信用卡账户进行的定期付款和自动付款指示清单，以协助持卡人作出适当安排，避免漏付风险和交易被拒绝，并提醒持卡人审阅该清单。\n• 29.14. 为方便持卡人，新签发的卡和现有卡在一段期间内均为有效。发卡机构应告知持卡人旧卡何时失效，以及应如何妥善处置。\n• 29.15. 发卡机构不得对未由持卡人激活的信用卡（包括任何主卡或副卡）收取任何年费。对于未激活的续发卡或更换卡，如自该等卡签发之日起首18个月内账户没有未偿余额，且没有由持卡人发起的活动，发卡机构不得对信用卡账户收取任何年费。\n• 29.16. 如信用卡（包括任何主卡或副卡）未由持卡人激活，且自该等卡签发之日起18个月内账户没有未偿余额，且没有由持卡人发起的活动，发卡机构应通知持卡人以下事项—\n • （a）在通知后30天内激活该等卡，以避免其被终止，并避免错过任何预先安排的付款的风险；以及\n • （b）根据账户条款和条件，信用卡激活后是否会收取年费。\n\n如信用卡（包括任何副卡）在通知后30天仍未激活，发卡机构应在合理可行的最早时间采取步骤终止该等信用卡账户。\n\n• 29.17. 如存在已激活的副卡，而主信用卡未由持卡人激活，且自该等卡签发之日起18个月内主卡和所有副卡均没有未偿余额，且没有由持卡人发起的活动，发卡机构应提醒主卡持卡人以下事项—\n • （a）在通知后30天内激活主卡，以避免其被终止及错过任何预先安排付款的风险，或取消该等卡；\n • （b）副卡清单及其是否已激活，以及如主卡持卡人取消其卡，副卡亦将被取消；以及\n • （c）如副卡被取消，主卡持卡人应为副卡持卡人作出适当安排。\n\n尽管已作出提醒，如主卡在通知后30天仍未激活，发卡机构应在合理可行的最早时间采取步骤终止主卡及副卡信用卡账户。\n\n29.18. 当发卡机构向持卡人提供超限额度服务时，发卡机构应当\n\n(a) 在信用卡申请表和月结单上为持卡人提供便捷渠道，以选择退出超限额度服务。该退出渠道应当以显著、醒目的方式提供，以引起持卡人对其退出权的注意。尤其是，发卡机构应当在每份载有收取超限费用或收费的月结单的任何页面首页提供退出渠道。为免生疑问，持卡人可随时行使其退出权；如持卡人行使退出权，发卡机构应当在切实可行的情况下尽快落实持卡人的请求；\n\n(b) 在提供退出渠道时，向持卡人说明其不行使退出权的含义，并披露将对超限交易收取的任何费用或收费金额，以及持卡人超过信用额度时可能适用的任何利率上调；\n\n(c) 确保该服务的额度合理，且通常不占其信用卡信用额度的重大比例，因为该等超限额度服务的目的，是为持卡人偶尔超出信用额度的情况提供便利。如持卡人持续超过其信用额度，发卡机构应当考虑审查该持卡人现有的信用额度，并在适当情况下建议持卡人申请提高信用额度；\n\n(d) 如发生超限交易，除通过持卡人的定期月结单通知外，还应当通过短信、电子邮件或发卡机构提供的其他可迅速联系持卡人的渠道，及时通知持卡人。对于已超过其额度的持卡人，后续超限交易无需作出该通知。为免生疑问，如持卡人偿还了超限金额，但(i)在同一结单周期内再次超过额度，或(ii)在后续结单周期内再次超过额度，则应当提供该通知；\n\n(e) 对未选择退出超限额度服务的持卡人，每个账单周期不得收取超过一项超限费用或收费；以及\n\n(f) 如持卡人仅因发卡机构向该持卡人账户收取的费用或利息而超过信用额度，发卡机构不得就该账单周期收取超限费用或收费。\n\n30. 条款及条件\n\n30.1. 发卡机构应当在客户开立账户时或之前，向客户清楚披露条款及条件。发卡机构还应当应客户（或潜在客户）的要求提供完整的一套条款及条件。\n\n30.2. 发卡机构应当提醒客户注意那些对客户施加重大责任或义务的主要条款及条件。该等条款及条件应当按照第[30.5]及[30.6]节纳入卡服务申请表。\n\n30.3. 除遵守上述第[5.2]节外，发卡机构还应当在客户申请信用卡时及应要求，以主要事实说明书的形式向客户提供一份一致且简明的主要条款及条件摘要。主要事实说明书应当包括客户高度关注的信息，例如利率、费用及收费。发卡机构应当遵循行业协会发布的相关指引所提供的标准模板。\n\n30.4. 发卡机构应当在向客户交付信用卡时或之前，以书面形式向客户提供完整的一套条款及条件。主要事实说明书并非旨在替代完整的一套条款及条件。\n\n30.5. 发卡机构应当以浅白语言（英文及中文）披露条款及条件。在切实可行的情况下，应避免使用复杂的法律和技术术语。条款及条件应当以合理的版式和易于阅读的字体大小呈现。发卡机构应当符合“清晰且醒目”标准，该标准要求披露内容以合理可理解且清晰易读的形式作出。在分行或其他面对面情形中使用电子设备向客户展示条款及条件的机构，亦应遵守上述第[5.8]节。\n\n30.6. 消费购物和现金预支的年利率（APR）以及费用和收费，应当在条款及条件中以显著、醒目的方式披露，且字体大小应当充分大于其他条款及条件的字体大小。\n\n30.7. 发卡机构应当在发卡机构自身的网站上发布其信用卡协议及条款和条件。\n\n30.8. 在条款及条件的任何重大变更生效前，发卡机构应当至少提前60日通知持卡人。\n\n31. 费用及收费\n\n31.1. 发卡机构应当允许信用卡持卡人通过任何方式付款，例如邮寄、电子或电话付款，而不产生任何费用，但通过银行柜台或发卡机构的持卡人服务代表付款的除外。\n\n31.2. 发卡机构不得向持卡人收取账户闲置费。\n\n31.3. 发卡机构不得向持卡人收取账户关闭费，但如持卡人未满足其与持卡人约定的条款中所述的获得该礼品或利益的条件，发卡机构可以追回持卡人已获得的欢迎礼品或其他利益的成本。\n\n31.4. 如发卡机构因违反账户条款或其他要求而收取费用，该费用应当设定为合理金额。逾期付款费应当为依照上述原则确定的金额或最低还款额，以较低者为准。此外，对于涉及小额款项的轻微违约，在通常情况下，发卡机构应当灵活免除或减免费用。发卡机构还应当准备回应持卡人就违规类型及收取相应费用依据提出的查询。\n\n31.5. 如退回付款引发逾期付款，发卡机构不得收取超过一项费用。其可收取逾期付款费或退回付款费其中之一。\n\n31.6. 对于在香港境外发生的以港元（或相关信用卡发行所用货币）进行的交易（例如动态货币转换项下的交易），如发卡机构收取任何费用或收费，应当在其收费表中披露该等收费。\n\n31.7. 发卡机构应当在收费表中加入提示，说明在香港境外销售点以港元（或信用卡发行所用货币）结算外币交易的安排，并载明以下信息：\n\n(a) 以港元（或信用卡发行所用货币）结算外币交易的安排性质；\n\n(b) 持卡人在进行该等交易前，应当向香港境外销售点的商户索取有关汇率及适用费用的详情，因为该安排所涉及的成本可能高于以外币结算该交易所需的成本；以及\n\n(c) 对于就该等交易收取加价的发卡机构，如有，加价及收费详情。\n\n31.8. 发卡机构的相关前线人员应当应客户要求，说明与外汇交易及动态货币转换交易有关的费用及收费的一般信息。\n\n32. 利率\n\n32.1. 发卡机构应当就信用卡产品报出年利率（APR）（一项用于消费购物，一项用于现金预支），连同年度信用卡费用，以便比较不同的收费结构。年利率应当按照行业协会发布的相关指引所载方法计算。除无需显示年度费用的账户结单外，在引述信用卡产品利率时，应当以同等显著程度显示年利率及年度费用。\n\n32.2. 如持卡人已与发卡机构就该账户的债务减免计划达成协议或正在讨论，发卡机构不得提高该信用卡的年利率，或施加额外收费。\n\n32.3. 在任何年利率上调（因拖欠或违约所致者除外）或账户条款重大变更前，发卡机构应当至少提前60日通知持卡人，并提供以下两种结清未偿余额的选择：\n\n(a) 如持卡人选择关闭信用卡账户，发卡机构应当向持卡人提供以下两种结清未偿余额的选择：\n\n(i) 给予持卡人合理期限，按现行年利率偿还余额，其还款方式不得低于变更生效日前对持卡人有利的还款方式；以及\n\n(ii) 给予持卡人选择，将未偿余额转为年利率不高于现有信用卡年利率的分期贷款；以及\n\n(b) 如持卡人选择保留信用卡账户，发卡机构应当给予持卡人选择，将未偿余额转为年利率不高于现有信用卡年利率的分期贷款。\n\n为免生疑问，根据预先约定的条款，于推广期届满时将年利率由推广利率恢复至原有利率，就本节而言不视为年利率上调。\n\n32.4. 如因拖欠或违约而上调年利率，发卡机构应当在引发利率上调的事件发生后，向持卡人发出预先通知，在该通知期间，持卡人可通过关闭信用卡账户拒绝该变更。如持卡人在利率上调生效前选择关闭信用卡账户，发卡机构应当给予持卡人合理期限，按现行年利率偿还余额。预先通知可采用以下形式：\n\n(a) 催收函中的定制警告信息，\n\n(b) 通过电话向持卡人宣读的定制警告信息（并录音记录持卡人的确认），或\n\n(c) 定期月结单中的定制警告信息。\n\n在上述(a)及(b)情形中，发卡机构不得在催收函日期或电话通话日期后至少30日内提高利率。在上述(c)情形中，发卡机构不得在发出载有定制警告信息的月结单后，直至新的账单周期开始前提高利率。\n\n32.5. 对于任何 APR 的提高，发卡机构应至少每 6 个月审查一次账户，以确定是否应降低 APR。当审查表明应降低 APR 时，发卡机构必须在审查完成后不迟于 60 天降低此前提高的 APR。若发卡机构将 APR 降低至等于或低于紧接提高前适用的利率，则其审查义务不再适用。为免生疑问，促销期届满时，依据预先约定的条款将 APR 从促销利率恢复至既有利率，不视为本节所称的 APR 提高。\n\n32.6. 如发卡机构提高适用于某一信用卡账户的 APR，其应在向受影响持卡人发出的加息通知函中，以概括性措辞说明至少一项主要理由，例如市场条件变化、逾期或违约。\n\n32.7. 发卡机构不应采用双周期计费法，即不应因持卡人未在到期日偿还全部余额、从而失去宽限期而收取财务费用；宽限期是指在该期间内所提供的任何信贷均可在不产生财务费用的情况下偿还的期间（示意图见附件 II）：\n(a) 对最近一个计费周期之前的计费周期内任何日期的余额；或\n(b) 对在宽限期届满前已偿还的、受宽限期约束的任何部分余额。\n\n33. 偿还\n\n33.1. 发卡机构应将信用卡账户的最低定期还款额设定为不低于全部利息、费用及收费（包括年度卡费）加上至少未偿还本金的 1%。\n\n33.2. 当持卡人作出的付款超过规定的最低定期还款额时，发卡机构应按照可使持卡人的利息收费最小化的顺序分配超额款项。例如，发卡机构应先将超额款项分配至每月分期余额，其后分配至 APR 最高的余额，剩余部分则按照适用 APR 由高至低的顺序分配至其他余额。\n\n33.3. 发卡机构应允许持卡人设立自动付款指示，以定期向发卡机构支付介于最低还款额与全额还款额之间的任何比例的账单余额。发卡机构还应允许持卡人以简便方式修改自动付款指示。\n\n33.4. 如某月的付款到期日恰逢发卡机构不接收或不受理付款的日期，发卡机构应将于下一营业日收到的付款视为及时付款。\n\n34. 抵销权\n\n34.1. 向持卡人提供的说明性信息（见上文第 [29] 节）应当包括清晰、显著的通知，说明发卡机构就持卡人在不同账户（包括信用卡账户和存款账户）中的贷方余额和借方余额所主张的任何抵销权。\n\n34.2. 如签发附属卡，应向主卡持卡人明确说明，发卡机构是否主张将任何主卡或附属卡持卡人信用卡账户中的借方余额，与主卡持卡人在其他账户中的贷方余额相抵销的权利。还应向所有附属卡持卡人明确说明，发卡机构是否主张将某一附属卡持卡人信用卡账户中的借方余额，与该特定附属卡持卡人在其他账户中的贷方余额相抵销的权利。根据上文第 [29.10] 节，发卡机构不应将主卡持卡人或其他附属卡持卡人的信用卡账户借方余额，与附属卡持卡人的贷方余额相抵销。\n\n34.3. 发卡机构行使任何抵销权后，应及时通知持卡人。\n\n35. 卡片／个人识别号码的安全\n\n35.1. 发卡机构应分别签发卡片和个人识别号码（PIN），并采取合理措施确认持卡人已收到该等卡片和 PIN，无论其由持卡人亲自领取还是通过邮寄送达。如卡片和 PIN 由本人亲自领取，发卡机构应确认领取人的身份。\n\n35.2. 发卡机构应告知持卡人，为防止欺诈，有必要采取合理措施妥善保管卡片并对 PIN 保密。特别是，应告知持卡人：\n(a) 应销毁 PIN 的原始印刷副本；\n(b) 不应允许任何其他人使用其卡片和 PIN；\n(c) 切勿将 PIN 写在卡片上，或写在通常与卡片一同保管或存放在卡片附近的任何物品上；以及\n(d) 不应在未加掩饰的情况下写下或记录 PIN。\n\n35.3. 当允许持卡人自行选择 PIN 时，发卡机构应告知持卡人，不宜使用电话号码或出生日期等容易获取的个人信息。发卡机构应告知持卡人，不应使用 PIN 访问其他服务（例如连接互联网或访问其他网站）。\n\n35.4. 如卡片与存款账户相连，无论该卡片与多少个存款账户相连，发卡机构均应按每张卡片设定存款账户的现金交易和借记交易限额。\n\n35.5. 发卡机构应确保通过电子终端进行的交易可被追溯和核查，以便识别并纠正任何错误。\n\n35.6. 应建议持卡人不时参阅发卡机构提供的安全建议。此外，发卡机构应定期审查其安全建议，以确保其随着技术环境的变化仍然充分和适当。\n\n36. 交易记录\n在电子终端进行的交易\n\n36.1. 在符合安全要求的前提下，于通过电子终端进行交易时，应提供载有下列信息的纸质交易记录：\n(a) 交易金额；\n(b) 被借记或贷记的账户；\n(c) 交易日期和时间；\n(d) 交易类型，例如存款、提款或转账；\n(e) 如属借记卡或信用卡交易，收取付款的商户名称；以及\n(f) 可识别进行交易的终端的号码或代码。\n\n如持卡人选择不要求该等记录，则无需提供该等纸质记录。\n\n36.2. 对于通过自助终端进行的现金提款，如持卡人选择不要求该等记录，则无需提供该等纸质交易记录。\n\n定期账单\n\n36.3. 除非：\n(a) 已提供存折或其他交易记录；\n(b) 自上次账单以来，账户未发生交易且无未偿余额；或\n(c) 与持卡人另有约定，\n发卡机构应每月以邮寄或电子方式向持卡人提供账户账单。\n\n如发卡机构不向持卡人邮寄或以电子邮件发送账户账单，而要求其以电子方式获取该等信息，发卡机构应在账单可供该等获取时通知有关持卡人。\n\n36.4. 如提供非纸质账户账单，发卡机构还应遵守第 21.4 节和 [21.5.] 节。\n\n36.5. 对于选择以非纸质格式接收账户账单的持卡人，发卡机构应允许持卡人自其网上银行平台获取并储存其非纸质账单，期限至少为 7 年。自 31 March 2020 起，就在其网上银行平台提供的非纸质账单，发卡机构应逐步累积至少 7 年周期的非纸质账单。发卡机构还应遵守行业协会不时发布的相关指引。\n\n36.6. 发卡机构应向持卡人提供关于其卡账户活动情况的清晰账单。发卡机构应符合“清晰且显著”标准，该标准要求披露内容采用合理易懂且易于辨认的形式。账单应载明：\n(a) 对于自上次账单以来发生的每项交易：\n(i) 交易金额；\n(ii) 交易记入账户贷方／借方的日期；\n(iii) 交易类型；\n(iv) 交易记录编号或可使账户分录与交易记录核对一致的其他方法；以及\n(v) 如属借记卡或信用卡交易，收取付款的商户名称；\n(b) 关于持卡人使用信用卡成本的清晰信息，特别是按交易类型列明下列详情（交易类型示例包括现金垫款和购物）：\n(i) 费用及收费；\n(ii) 已收取的利息；\n(iii) APR；以及\n(iv) 计息余额（可选）；\n(c) 对于每项外汇交易：\n(i) 外币金额及等值港元金额；\n(ii) 每项交易适用的全包汇率；该汇率应包括发卡机构和相关卡组织双方的手续费，并应以每项交易的等值港元金额除以外币金额计算；以及\n(iii) 通过下列方式之一作出的一般性披露，说明所适用汇率包括由其中一方按外币交易价值的百分比表示的手续费：\n(1) 列于每项交易之下；\n(2) 紧接所有交易分录结束后列示（如交易较多，可列于账单的其他页）；或\n(3) 列于账单第一页背面，或账单任何其余页面，并附适当的交叉引用；该交叉引用应紧接所有交易分录结束后出现；\n(d) 发卡机构就于香港以外发生的港元（或卡片签发币种）交易所收取的费用（如有）（例如动态货币转换项下的交易）；以及\n(e) 用于查询或报告账单错误的地址或电话号码。\n\n36.7. 发卡机构应向信用卡持卡人提供定制信息，说明仅支付最低还款额以全额偿还余额所涉及的期限（月份数）和总成本（包括利息和本金付款），以及在 36 个月内偿还未偿余额所需的每月付款额和总成本（包括利息和本金付款）。该等信息应以下列方式提供：\n(a) 按附件 III 的格式载于账户账单中；或\n(b) 通过发卡机构网站上的计算器或其他便利方式提供（以月度账单中的通知为条件，该通知应按照附件 III 最后一段的格式告知持卡人有关计算器或该等其他方式）。\n\n36.8. 发卡机构应至少在付款到期日 21 天前向信用卡持卡人邮寄或送达定期账单。\n\n37. 未经授权的交易\n\n37.1. 发卡机构应建议持卡人查阅其信用卡账户对账单，并在对账单日期起60日内向发卡机构报告对账单中的任何未经授权交易。应警告持卡人，如其未能在规定期限内报告任何未经授权交易，发卡机构将保留将该对账单视为最终定论的权利。但发卡机构不应就下列情形行使该权利：\n\n(a) 因任何第三方（包括持卡人的任何雇员、代理人或受雇人）伪造或欺诈而产生的未经授权交易，且发卡机构未就此尽到合理谨慎和技能；\n\n(b) 因发卡机构的任何雇员、代理人或受雇人伪造或欺诈而产生的未经授权交易；或\n\n(c) 因发卡机构或其任何雇员、代理人或受雇人的违约或疏忽而产生的其他未经授权交易。\n\n37.2. 除非存在超出其控制范围的情形，发卡机构应在收到未经授权交易通知后90日内完成调查。\n\n37.3. 如持卡人在付款到期日之前报告未经授权交易，持卡人应有权在调查期间暂缓支付有争议金额。在该金额接受调查期间，发卡机构不应对该有争议金额收取任何利息或融资费用，亦不应对持卡人作出任何不利信用报告。但是，如持卡人所作报告其后被证明毫无根据，发卡机构可保留就有争议金额在整个期间（包括调查期间）重新收取利息或融资费用的权利。发卡机构应告知持卡人其保留的任何该等权利。\n\n37.4. 如发生未经授权交易，发卡机构应及时作出相关更正并发出更正通知；如未发生未经授权交易，发卡机构应向持卡人作出解释并提供书面证据副本。\n\n38. 遗失的卡片/PIN\n\n38.1. 发卡机构应告知持卡人，其发现卡片/PIN（个人识别号码）遗失或被盗，或发现他人知悉其PIN后，必须在合理可行的最短时间内通知发卡机构。\n\n38.2. 发卡机构应提供有效且便利的方式，使持卡人能够通知卡片遗失、被盗或卡片被未经授权使用；电话热线等设施应随时可用，并应能够记录及确认持卡人的通知。应提醒持卡人使用该等方式，例如在定期向持卡人发出的对账单中列明通知设施的详情。\n\n38.3. 如发卡机构在特定期间未提供该等设施，而持卡人在该等设施恢复可用后于合理时间内通知发卡机构，则发卡机构应对因未作通知而造成的任何损失负责。\n\n38.4. 如能够令人满意地确认持卡人身份，发卡机构应根据电话通知采取行动。发卡机构亦可要求持卡人以书面方式确认任何经电话提供的详情。\n\n38.5. 发卡机构获悉卡片/PIN遗失、被盗或可能被滥用后，应采取行动防止该卡片/PIN被进一步使用。如主信用卡被报告遗失，发卡机构应向持卡人说明在该等情况下附属信用卡是否仍然有效。\n\n39. 损失责任\n\n39.1. 发卡机构将承担所发生的全部损失：\n\n(a) 在持卡人尚未收到卡片的情况下发生滥用；\n\n(b) 在发卡机构已获充分通知卡片/PIN遗失或被盗，或他人知悉PIN后，发生的所有未经持卡人授权的交易（受下文第[39.4]节规限）；\n\n(c) 因终端机或所使用的其他系统发生故障，致使持卡人遭受直接损失，除非该故障显而易见或已通过展示的信息或通知予以告知；以及\n\n(d) 使用伪造卡片进行交易时。\n\n39.2. 发卡机构的责任应限于错误记入持卡人账户的金额及该等金额的任何利息。\n\n39.3. 发卡机构应以清晰及显著的方式通知持卡人，如在持卡人告知发卡机构卡片/PIN遗失或被盗，或他人知悉PIN之前，卡片已被用于未经授权交易，持卡人可能须承担损失。倘持卡人并无欺诈行为、重大疏忽，亦未在发现其卡片遗失或被盗后未能在合理可行的最短时间内通知发卡机构，则持卡人就该等卡片遗失所承担的最高责任应限于发卡机构指定的限额，该限额不得超过HK\\$500。该限额的适用范围仅限于与卡片账户有具体关联的损失，不包括现金预支。发卡机构应以清晰及显著的方式通知持卡人该限额。\n\n39.4. 应警告持卡人，如其有欺诈行为，将对所有损失负责。如持卡人有重大疏忽，或在发现其卡片遗失或被盗后未能在合理可行的最短时间内通知发卡机构，持卡人可能须对所有损失负责。应警告持卡人，如其未能遵守上文第[35.2]和[38.1]节所列的保障措施或履行其义务，且该等未能遵守导致损失，则本条可能适用。\n\n39.5. 作为共享电子系统一方的发卡机构，不应就因该系统另一方造成或促成的卡片使用所引起的任何损失，规避其对持卡人的责任。\n\n40. 贷方余额的处理\n\n发卡机构应按照持卡人的指示，自收到持卡人请求之日起7个工作日内，将信用卡账户中任何尚未偿还的贷方余额退还给持卡人。发卡机构在任何时候均不应没收任何无人认领的贷方余额。该等金额应在未来任何时间退还给能够证明其对该贷方余额享有正当请求权的任何人。\n\n41. 直邮\n\n发卡机构在向信用卡持卡人营销商品或服务时，如与供应商订立直邮协议，该等协议应规定向持卡人退款的条件（例如，持卡人在指定期间内将商品退还给供应商时）以及应作出该等退款的期限。\n\n第4章——支付服务\n\n42. 支票\n\n42.1. 除详细条款及条件外，机构应在开立活期账户时向客户便捷地提供有关使用支票的一般说明资料，包括：\n\n(a) “持票人”支票与“指示”支票之间的区别；\n\n(b) 使用划线支票为客户提供的额外保障；\n\n(c) 如何填写支票以降低未经授权更改的风险；\n\n(d) 止付支票的程序（包括支票遗失时），以及可能适用于该项服务的任何费用或收费；\n\n(e) 机构将如何处理填写错误、未经授权更改、远期支票或过期的支票，包括是否会退回该支票及可能适用的相关费用和收费；\n\n(f) 机构将如何处理从资金不足账户开出的支票，包括机构保留拒付该支票的权利、拒付的后果及可能适用的相关费用和收费；以及\n\n(g) 支票通常所需的结算时间，以及在结算完成前对使用或提取相关资金所适用的任何限制。\n\n42.2. 机构还应警告客户谨慎保管支票簿。机构应告知客户，其应尽快报告任何已签署支票、空白支票或支票簿的遗失，以便在支票被提示付款前予以止付。尤其是，机构应告知客户不得预先在空白支票上签字。\n\n43. 跨境及本地支付\n\n43.1. 机构应向希望办理汇出付款的客户提供其所提供服务的详情。为此，其应提供下列类型的资料：\n\n(a) 对可获得的适当服务及其使用方式的基本说明；\n\n(b) 有关按照客户指示汇出的款项通常何时到达目的地的资料；\n\n(c) 汇率适用于汇款金额的依据；\n\n(d) 客户应向机构支付的任何佣金或收费的详情；以及\n\n(e) 就跨境支付而言，如可提供，其他将适用的佣金或收费的详情，例如该机构在香港以外的代理机构或代理银行征收的费用，以及是否可选择由汇款方或收款方支付该等费用。\n\n43.2. 如无法办理汇出付款，机构应及时通知客户。\n\n43.3. 机构应告知客户其关于汇入付款应付利息何时开始计息的做法（例如，利息仅在汇入资金记入客户账户后开始计息）。\n\n43.4. 就汇入付款而言，除非汇款银行另有指示，机构应在确认收到资金并完成任何必要核查后，及时将汇入资金记入受益人账户。如机构无法这样做，除非有充分理由不这样做（例如无法确认受益人身份），其应通知受益人并作出适当解释。\n\n43.5. 除上文第[43.4]节外，除通过常设指示或直接扣账指示安排的定期付款外，机构应在收到付款后于合理时间内通知客户，或在适用情况下通知受益人。为此，其应提供下列类型的资料：\n\n(a) 有关付款的资料，包括汇款金额，以及在可能情况下汇款人的姓名；\n\n(b) 在适用情况下，已适用于或将适用于汇款金额的汇率依据；以及\n\n(c) 客户应向机构支付的任何佣金或收费的详情，例如，如以与所收汇款相同的外币现金支付所得款项时应支付的佣金。\n\n对于通过常设指示或直接扣账指示安排的定期付款，机构应在收到根据该等指示作出的第一笔付款后于合理时间内，向客户或在适用情况下向受益人提供(a)至(c)所述资料。\n\n43.6. 在完成汇出或汇入付款后，除通过常设指示或直接扣账指示安排的定期付款外，机构应向客户提供交易记录，其中载有适用的汇率（如适用）以及收取的任何佣金或费用等资料。对于通过常设指示或直接扣账指示安排的定期付款，机构应在完成根据该等指示作出的首次汇出或汇入付款后，向客户提供载有相同资料的交易记录。\n\n43.7. 机构应告知客户，就购买或托收以香港以外账户为付款账户开具的外币支票所适用的程序以及任何费用和收费。\n\n43.8. 在有关时间机构拥有该等资料的范围内，机构应应客户要求向客户提供以下资料：\n(a) 机构已经或将会执行汇出付款指示、收款人的机构收到该指示及收款人收到款项的时间；\n(b) 如汇出付款指示无法完成（例如提供了不正确的收款人资料），将资金转回汇款客户账户所需的时间；\n(c) 已经或将会产生的费用和收费总额，无论该等费用和收费由汇款客户还是收款人承担；以及\n(d) 已经或将会参与的任何中介机构及代理银行的身份（如有），包括其费用和收费以及处理时间。\n\n如上述资料尚未（或暂时未能）取得，机构应向客户清楚说明有关限制，并在可提供的情况下，说明如何及何时可取得该等资料。\n\n44. 其他支付服务\n\n44.1. 其他支付服务包括自动付款、常设指示，或客户通过电话、自动柜员机、电脑或移动设备存取其账户的服务。如提供该等服务，机构除适用的任何条款及条件外，还应便捷地提供关于以下事项的一般说明资料：\n(a) 适用于该等服务的任何费用或收费；\n(b) 客户是否可以指定每笔付款的最高金额以及该等付款应停止的日期；\n(c) 客户是否可以变更或停止某一特定支付服务下的交易；以及\n(d) 在适当情况下，发出变更或停止付款指示的截止期限。\n\n44.2. 如客户可通过电话银行服务存取其账户，机构应将客户的口头指示录音，作为交易记录的一部分。该等记录应保存一段与该机构处理有关交易类型争议的惯常做法相一致的期间。\n\n44.3. 在提供电话或网上银行服务以将资金转入公用事业公司以外第三方的账户时，机构应采取充分措施维护该等交易的安全，例如在适当情况下，要求客户以书面指定一份账户清单，列明可通过该等服务从客户账户转入资金的账户。为免生疑问，本节不适用于自动柜员机服务。\n\n44.4. 在处理客户就香港境内误将资金转入错误收款人所作的报告时，机构应遵守Hong Kong Association of Banks（香港银行公会，HKAB）及DTCA发布的《处理客户报告误转资金的跟进程序》中规定的程序。\n\n第五章——贷款及垫款的追收\n\n45. 适用范围\n\n本章适用于机构直接进行或通过第三方收债代理机构进行的债务追收活动。\n\n46. 债务追收活动\n\n46.1. 债务追收人员无论是受委派履行债务追收职责的机构员工，还是由机构委任代表其追收债务的第三方收债代理机构员工，均必须在法律范围内行事，不得采取有损其所代表机构的业务、诚信、声誉或商誉的行动，并须对客户资料严格履行保密义务。\n\n46.2. 债务追收人员在追收债务行动中，不得对任何人采取口头或身体上的恐吓或暴力行为。此外，其不得采用骚扰或不当的债务追收手段，例如：\n(a) 骚扰手段\n(i) 张贴海报或在债务人住所墙壁上书写，或采取其他旨在公开羞辱债务人的行为；\n(ii) 以持续不断的电话骚扰债务人；\n(iii) 在不合理的时间拨打电话；以及\n(iv) 为获取债务人下落的资料而骚扰债务人的介绍人、家庭成员及朋友。\n(b) 其他不当手段\n(i) 使用假名与债务人沟通；\n(ii) 向债务人拨打匿名电话及发送无法识别来源的字条；\n(iii) 对债务人作出辱骂性或威胁性言论；以及\n(iv) 作出虚假或误导性陈述，意图诱使债务人付款。\n\n46.3. 如债务人的介绍人、家庭成员或朋友等第三方未与机构订立正式合同协议，以保证债务人的债务责任，机构及其收债代理机构不应直接或间接向该等第三方追收债务。机构应就此向其收债代理机构发出书面指示，或在与其收债代理机构订立的合同中纳入相关条款。\n\n46.4. 机构应与其第三方收债代理机构建立正式的合同关系。机构应在合同中或通过书面指示规定，收债代理机构雇用的债务追收人员除其他事项外，应遵守上述第46.1、46.2和46.3节所述的要求。\n\n46.5. 机构与其收债代理机构之间的合同应明确说明，机构与收债代理机构之间属于委托人与代理人关系。对于因第三方收债代理机构追收债务而产生的任何投诉，机构仍应向客户负责，不应就收债代理机构的不当行为否认责任。机构应在其与收债代理机构订立的合同中规定，收债代理机构不得将债务追收工作分包给任何其他第三方。\n\n46.6. 拟使用第三方收债代理机构的机构，应在信贷或信用卡服务的条款及条件中规定，其可聘用第三方代理机构追收客户所欠的逾期款项。保留要求客户就其在债务追收过程中产生的成本及开支作出全部或部分赔偿权利的机构，应在条款及条件中列入具有该等效力的警告条款。\n\n46.7. 机构不得将介绍人或债务人、保证人以外第三方的资料交予其收债代理机构。如需联络介绍人以获取有助于查找债务人或保证人下落的资料，应由机构员工在不对该等第三方造成滋扰的情况下进行。\n\n46.8. 机构应就其拟委托收债代理机构追收客户拖欠机构的逾期款项，提前向客户发出书面通知（寄往客户最后已知地址）。书面通知应包括以下资料：\n(a) 客户应偿还的逾期款项；\n(b) 客户违约的持续时间；\n(c) 负责监督追收客户欠机构债务的机构债务追收部门的联系电话；\n(d) 客户须向机构偿还其在债务追收过程中产生的成本及开支的责任范围（如机构要求客户就该等成本及开支向其作出赔偿）；以及\n(e) 客户应首先向机构报告收债代理机构采取的不当债务追收行动。\n\n46.9. 机构不应在同一司法管辖区内同时聘用一家以上收债代理机构追收同一笔债务。\n\n46.10. 机构应要求其收债代理机构在追收债务时表明其身份及其所代表的机构。机构应向其收债代理机构发出不含账户资料的授权文件，收债代理机构应在债务人要求时出示该文件以供识别。\n\n46.11. 机构应及时更新客户已作出的还款金额，并与其收债代理机构建立有效沟通机制，以便更新资料，使收债代理机构在客户全额清偿债务后立即停止所有追收行动。\n\n46.12. 如客户欠多于一家机构的数笔债务，而该等债务由同一家收债代理机构追收，客户有权指示将还款用于偿还某一特定债务。\n\n46.13. 机构一旦知悉已就债务人发出破产令，即应停止针对该债务人的债务追收活动。\n\n46.14. 在债务追收程序持续进行期间，机构应在切实可行的范围内定期提醒有关客户其应偿还的逾期款项。\n\n47. 收债代理机构的管理\n\n47.1. 机构应建立适当的制度和程序，以甄选第三方债务催收机构并监督其表现。该等制度和程序应定期检讨，并应包括以下基本要素：\n\n(a) 审查债务催收机构的背景资料，包括进行公司查册以识别该债务催收机构的拥有人及董事；\n\n(b) 对债务催收机构的财务稳健性进行基本评估；\n\n(c) 实地考察以核实债务催收机构的营业地址；\n\n(d) 评估债务催收机构的运作；及\n\n(e) 如委任新的债务催收机构，制定程序以向该机构至少两名现有客户（最好是认可机构）取得推荐意见。\n\n47.2. 机构应鼓励其债务催收机构力求达到最高专业标准，并在适当情况下投资于合适的制度和技术。\n\n47.3. 不应给予债务催收机构在追讨程序方面全权处理的自由。机构应建立有效程序，持续监察其债务催收机构的表现，尤其应确保其遵守上述第46.1、46.2及46.3节的规定。\n\n47.4. 机构应定期评估，考虑到当时的市场惯例，其所聘用债务催收机构的收费是否合理。在向有关客户转嫁任何收费之前，机构应评估该收费的合理性。\n\n47.5. 机构应要求债务催收机构告知客户，所有与客户的电话通讯均会被录音及作出录音的目的，并保存所有其他与客户接触的记录。该等记录应包括作出接触的债务催收员资料、接触的日期、时间和地点，以及接触报告。录音及记录均应自作出接触之日起至少保存30天。\n\n47.6. 机构应在未预先通知的情况下探访该等机构，以检查其专业水平、营运诚信、经过适当培训的人员是否参与其中，以及其资源是否足以应付分配予其的业务量，并确保该等机构遵守其合约承诺。\n\n47.7. 机构应制定既定程序，以处理收到债务人的投诉。机构应对投诉进行审慎和勤勉的调查，以核实债务催收机构是否有任何不当行为，以及是否违反本守则所载的规定。如有需要，机构应要求债务催收机构采取适当的补救行动。\n\n47.8. 机构应保存一份关于其债务催收机构采取不当行动的投诉登记册，并应在调查后迅速回复投诉人。\n\n47.9. 未经机构正式批准，机构不应授权债务催收机构对客户提起法律程序。\n\n47.10. 如机构知悉其债务催收机构为其他机构履行类似职能，则应鼓励分享有关其表现、做法、态度、行为等的资料。\n\n47.11. 机构应将债务催收机构明显违法的行为提请警方注意。如机构知悉某债务催收机构有不可接受的做法或违反其合约承诺，亦应考虑是否终止与该债务催收机构的关系。\n\n第6章——电子银行服务\n\n48. 电子银行服务的披露\n\n48.1. 除详细的条款及条件外，机构应向客户方便地提供有关使用电子银行服务的一般说明资料（见定义部分中“Electronic Banking (e-banking) Services”的定义）。尤其是，当客户订立电子银行服务协议时，机构应就以下事项作出清晰且显著的披露：\n\n(a) 客户就未经授权交易所承担的责任；\n\n(b) 适用于电子银行服务的所有费用和收费；\n\n(c) 根据PDPO规定的有关保护客户个人资料的相关声明；\n\n(d) 客户就电子银行服务安全所承担的责任，包括及时遵守机构不时为保护客户而规定的相关安全措施；及\n\n(e) 报告安全事故或投诉的方式。\n\n48.2. 机构应在适当情况下提供设施，让客户在登记使用服务前确认其已阅读该等披露。例如，可在载有该等披露的网页上提供确认设施，让客户通过点击该设施声明其已阅读当中的披露。\n\n49. 与电子银行有关的安全\n\n49.1. 机构应警告客户有责任采取合理措施，确保用于接入电子银行服务的任何装置（例如个人电脑、产生一次性密码的安全装置及储存数字证书的智能卡）或保密代码（例如密码）安全并保密。\n\n49.2. 机构应分别发出保密代码及其他登录资料（例如登录ID），并采取合理措施以确认客户已收到该等资料，无论客户是亲自领取还是通过邮寄收取。如保密代码及登录资料由客户亲自领取，机构应确认领取人的身份。\n\n49.3. 机构应告知客户，为防止欺诈，有必要采取合理措施妥善保管装置及对保密代码保密。尤其是，机构应告知客户：\n\n(a) 应销毁保密代码的原始印刷副本；\n\n(b) 不应允许任何其他人使用其保密代码；\n\n(c) 切勿将保密代码写在任何用于接入电子银行服务的装置上，或通常与该装置一同或在其附近存放的任何物品上；及\n\n(d) 未经伪装，不应写下或记录保密代码。\n\n49.4. 当客户获提供机会自行选择其保密代码或登录资料时，机构应告知客户，不适宜使用容易取得的个人资料，例如电话号码或出生日期。机构应告知客户不要将该等保密代码用于接入其他服务（例如连接互联网或访问其他网站）。\n\n49.5. 机构应确保其电子银行服务的交易在其系统接收该等交易期间均可追踪和核查。\n\n49.6. 应建议客户参考机构不时提供的安全建议。此外，机构应定期检讨其安全建议，以确保随着技术环境及电子银行服务的变化，该等建议仍然足够和适当。\n\n50. 实际或疑似安全事故的报告\n\n50.1. 应告知客户，在发现或相信其用于接入电子银行服务的保密代码或装置（如有）已遭泄露、遗失或被盗，或其账户已进行未经授权交易后，必须在合理可行的情况下尽快通知机构。\n\n50.2. 机构应提供有效且便利的方式，让客户可通知机构有关安全事故；电话热线等设施应随时可用，并应提供记录及确认客户通知的安排。\n\n50.3. 如机构在特定期间未提供该等设施，且客户在该等设施再次可用后于合理时间内通知机构，则机构应对因未作通知而造成的任何损失负责。\n\n50.4. 机构获告知保密代码或装置遗失、被盗或可能遭泄露时，应采取行动防止该保密代码或装置被进一步使用。\n\n51. 损失责任\n\n51.1. 除非客户有欺诈行为或严重疏忽，例如未能妥善保护其用于接入电子银行服务的装置或保密代码，否则客户不应对因通过其账户进行未经授权交易而蒙受的任何直接损失负责。本规定不适用于通过上文第[39]节所涵盖的卡进行的未经授权交易。\n\n51.2. 应通过清晰且显著的通知警告客户，如其有欺诈行为，将对所有损失负责。如客户有严重疏忽行为（这可能包括客户明知而允许他人使用其装置或保密代码的情况），或在发现或相信其用于接入电子银行服务的保密代码或装置已遭泄露、遗失或被盗，或其账户已进行未经授权交易后，未能在合理可行的情况下尽快通知机构，客户亦可能须对所有损失负责。应警告客户，如其未遵守上述第[49.1]及[49.3]节规定的保障措施，而该等不遵守行为导致损失，则本规定可能适用。\n\n第7章——储值卡（或装置）\n\n52. 适用范围\n\n本章适用于机构直接提供，或通过其所控制的附属公司或联属公司提供储值卡或装置（见定义部分中“Stored Value Cards (or Devices)”的定义）。\n\n53. 储值卡或装置（SVCs）的发行\n\n53.1. SVC发行人应向客户提供有关使用SVC的一般说明资料。该等资料应包括：\n\n(a) 所有适用的费用和收费，包括任何年费以及确定该等费用和收费的依据；\n\n(b) 客户须支付的任何按金及退款程序；\n\n(c) SVC的任何到期日；\n\n(d) 停止使用SVC的程序；\n\n(e) 在SVC的使用已暂停或停止时（包括SVC已到期或已变为不活跃的情况），就任何剩余价值的退款政策；\n\n(f) 客户在SVC遗失时可能蒙受的损失（例如SVC内所有剩余价值）及报告SVC遗失的程序；\n\n(g) 客户对卡损坏所承担的责任；\n\n(h) SVC发行人提供的客户服务热线；\n\n(i) SVC及相关个人识别号码的安全；\n\n(j) SVC的使用范围（例如交通服务、快餐店）；及\n\n(k) SVC持有人可能可使用的任何其他服务（例如ATM）。\n\n54. 条款及条件以及费用和收费\n\n- 54.1. 储值卡（SVC）发行人应遵守第1章的相关规定。\n\n- 54.2. 储值卡发行人应使客户或潜在客户注意到储值卡的主要条款及条件（例如，在申请表格或无需申请时的宣传单张中说明或突出显示该等条款及条件。该说明应以清晰易读的字体印刷，且字号应便于阅读）。\n\n- 54.3. 在条款及条件发生任何重大变更或费用及收费水平发生任何变动生效前，储值卡发行人应至少提前30 days通知客户。通知应清楚说明该等变更，以及客户如不同意该变更时可寻求协助的方式。机构应采取有效的通知方式，以合理确保其客户获悉该变更，且不应过度依赖客户自身主动采取行动。向客户作出个别通知（无论是通过书面通知、账单插页或电子邮件讯息）很可能有效实现该等目标。但如因成本不相称或可能无效而不适宜采取该方式（例如，某些储值卡以不记名形式发行），机构可采取其他通知方式，例如以下一种或多种方式—\n\n- （a）报刊广告；\n- （b）在银行营业厅或发卡及用卡的主要地点显著展示通知；及／或\n- （c）在机构网站上刊登通知。\n- 54.4. 经修订的条款及条件副本应在客户提出要求时提供给客户。\n- 54.5. 如客户不同意条款及条件的任何重大变更，其应有权全额退回保证金及储值卡内的任何剩余价值。\n\n55. 储值卡的运作\n\n- 55.1. 储值卡发行人不应自动续期储值卡，除非给予客户自续期日起至少30 days的通知期，以便客户无需支付续期费用而取消该储值卡。\n- 55.2. 如储值卡因并非客户过错而发生故障，应给予客户选择：要求免费更换，或取消储值卡并寻求全额退回保证金及储值卡内的任何剩余价值。\n- 55.3. 储值卡的任何到期日应印在储值卡上。\n- 55.4. 对于可作为自动柜员机卡运作的储值卡，储值卡发行人应遵守第3章的相关规定。\n- 55.5. 在通过任何电子方式使用储值卡进行交易时，应向储值卡持有人提供有关从储值卡扣除或记入储值卡的金额的信息。\n- 55.6. 应提供渠道供储值卡持有人查询过往交易。该等渠道可包括以下一种或多种—\n\n\t- （a）自助交易查询机；\n\t- （b）热线查询；\n\t- （c）服务柜台查询；\n\t- （d）互联网查询；\n\t- （e）邮寄申请；及\n\t- （f）交易记录收据。\n\n如使用某一渠道须收费，该等收费应属合理金额。\n\n55.7. 如交易未能成功完成且价值被错误地从客户的储值卡中扣除，储值卡发行人应采取一切合理步骤提醒客户，并在合理可行的情况下尽快向客户赔偿储值卡内价值的损失。\n\n附件I—实用定义\n\n*这些定义解释本守则中所使用的词语和术语的含义。它们并非精确的法律或技术定义。*\n\n获授权代理人—\n\n获某机构授权代表其就提供银行服务而与客户处理事务的代理人，在其作为该机构代理人的身份行事时。\n\n银行资信证明—\n\n银行资信证明是对某一特定客户订立或偿还财务承诺能力的意见。该证明由机构在取得有关客户的规定同意后向查询人提供。通常，该证明会涵盖确认账户存在及持有期限的信息。该证明表明客户的财务状况，但并非旨在作为客户状况的决定性证明。\n\n基本银行服务—\n\n开立、维持及操作提供基本银行服务的账户，例如存款、提款及转账。\n\n卡—\n\n任何可用于支付货品及服务费用或提取现金的卡（无论为实体卡或虚拟卡）的统称。就本守则而言，不包括储值卡（见下文“储值卡”的定义）。\n\n常见示例包括—\n\n信用卡—一种允许持卡人赊购及取得现金预支的卡。持卡人会定期收到结单，并可全额或部分支付结欠，通常部分付款须不少于某一最低金额。未偿余额须支付利息。\n\n扣账卡（包括EPS卡）—一种作为支票替代品运作的卡，可用于提取现金或在销售点付款。持卡人的账户会就该等交易被扣账，而付款不会延期。\n\n现金卡（ATM卡）—用于从自动柜员机提取现金及取得其他服务的卡。\n\n信贷资料服务机构—\n\n任何从事汇编及传播关于个人信贷记录的事实性个人资料业务的数据使用者，不论该业务是否为该数据使用者的职责或主要活动。\n\n跨境付款—\n\n香港与香港以外地点之间以港币或外币进行的付款。\n\n客户—\n\n符合以下条件的私人个人—\n\n- （a）在香港于某机构维持账户（包括与另一私人个人共同持有的联名账户，或以遗嘱执行人或受托人身份持有的账户，但不包括独资经营者、合伙企业、公司、俱乐部及社团的账户），或接受该机构其他服务；或\n- （b）就作为个人或其他人士的借款人，充当保证人或提供第三方担保（不论该保证人或第三方担保提供人是否为该机构的客户）。\n\n日—\n\n除非另有说明，日指日历日。\n\n电子银行（e-banking）服务—\n\n通过互联网、无线网络、自动柜员机、固定电话网络或其他电子终端或装置提供的银行服务。因此，电子银行服务包括—\n\n- （a）互联网银行服务，指通过互联网向客户的装置（包括个人电脑及移动装置）提供的金融服务；\n- （b）非接触式移动付款，指使用非接触式或无线技术，在客户的移动装置与收款人之间传送付款交易信息；\n- （c）通过自助终端提供的金融服务，指机构用于提供金融服务的交互式终端（包括自动柜员机、现金存款机（CDMs）、支票存款机及虚拟柜员机）；及\n- （d）电话银行服务，指通过电话线路或移动电信网络提供的金融服务，涵盖人工及交互式语音应答（IVR）电话银行服务。就本守则而言，电话银行不包括为销售推广或活动通知／回电确认目的而提供的金融服务，或由被指派向有关客户提供持续且专属服务的指定职员（例如客户关系经理）提供的金融服务。\n\n保证—\n\n由称为保证人的人士作出的承诺，承诺如另一人士未能偿还其债务，则由该保证人偿还。\n\n机构—\n\n根据《银行业条例》（Cap. 155）获授权的认可机构。该等机构包括持牌银行、有限制牌照银行及接受存款公司。\n\n以书面形式—\n\n除非明确说明必须以印刷形式提供，信息可采用非纸本格式或印刷形式提供。机构可采用非纸本格式向客户提供信息，前提是机构已事先明确通知客户，而客户并不反对。\n\n过期（陈旧）支票—\n\n因日期过久或“陈旧”而无法兑付的支票，通常指超过6 months的支票。\n\n个人识别号码（PINs）—\n\n发卡机构在严格保密的基础上向持卡人提供的保密号码。客户使用该号码可使该卡用于从自动柜员机提取现金，或通过专用终端装置授权在零售或其他场所支付货品或服务费用。\n\n远期支票—\n\n因其日期尚在未来某一时间而无法兑付的支票。\n\n规定同意—\n\n客户自愿作出的明确同意。\n\n宣传材料—\n\n任何旨在协助向客户销售产品或服务的文献或信息。这不包括为符合立法及监管要求而须向客户发送的、有关服务改进及客户现有账户变更的信息，或在符合客户利益的情况下可能发送的信息。\n\n关联公司—\n\n指某机构的附属公司、控股公司或该控股公司的附属公司。\n\n担保物—\n\n用于描述将资产（例如但不限于物业、人寿保单及股份）抵押或押记给机构，以支持向客户发放的贷款的用语。如贷款未获偿还，机构的地位即为“有担保”，这意味着其可出售该等资产以偿付贷款的未偿金额。\n\n储值卡（或装置）（SVCs）—\n\n一种卡或装置，其上可储存电子、磁性或光学形式的数据；就该卡或装置而言，某人向该卡发行人支付一笔款项，以换取将该价值储存在该卡内，以及发行人作出的承诺：在出示该卡时，发行人或任何第三方将提供货品或服务。\n\n第三方担保—\n\n由并非借款人的人士提供的担保。\n\n附件II—禁止双周期计费\n\n假定某一信用卡账户的计费周期从每月第一日开始，于每月最后一日结束。该账户的付款到期日为每月第二十五日。根据该账户的条款，如客户在紧随其后的付款到期日之前全额支付某一计费周期结束时的余额，则客户无须就购物支付利息（换言之，消费者享有宽限期）。\n\n客户于March 15使用信用卡购物\\$500。客户于March 25全额支付February计费周期的余额。于March计费周期结束时（March 31），客户的余额仅包括该笔\\$500购物款项；如客户在紧随其后的到期日（April 25）前全额支付该余额，则不会被收取利息。然而，客户于April 25仅支付\\$400，剩余\\$100余额。\n\n就该示例提供了一张示意图—\n\n应采用方案A。代表双周期计费做法的方案B、C及D均被禁止。\n\n释义\n\n选项 (A) 不适用双周期计费。\n\n选项 (B) 适用双周期计费，因为在最近一个账单周期之前的账单周期内，对余额按日累计财务费用。\n\n选项 (C) 适用双周期计费，因为对在宽限期届满前已偿还的余额部分累计财务费用。\n\n选项 (D) 适用双周期计费，因为其涉及 (B) 和 (C) 中所述的双周期计费做法。\n\n附件 III - 月度对账单推荐模板\n\n________________________________________________________________________________\n\n假设 -\n\n未偿余额 = $20,000\n利率 = 30% p.a.\n无新增交易\n无年费及其他费用\n还款应在对账单日期后的第26日到期，且假定还款在到期日或之前作出。\n\n如果您不再使用此卡进行任何额外消费，且每月您支付…… 您将于大约……还清$20,000的未偿余额，且您最终将支付的估计总额为……\n\n仅支付最低还款额 26年 $67,537\n$849 3年 $30,565\n（节省 = $36,972）\n\n如需计算适用于您具体情况的上述信息，请使用可通过我方网站[机构网站的相关 URL]访问的在线计算器。","key_entities":["Je","CIPA","forfeiture"],"ecf_references":[],"word_count":24830,"status":"published","published_at":null,"created_at":null,"updated_at":"2026-08-23 22:12:56"}