Privacy Policy

The facility is available for customers having a satisfactory running account. The Facility will be offered to resident individuals and sole proprietary concerns with mode of operation ‘Self and/or Either/ Survivor’. In the case of joint Account(s) with mode of operation ‘Jointly’, this facility is currently not available.

This is acceptable and binding to the customer and hence the customer is solely responsible for maintenance of the secrecy and confidentiality of the Passcodes without any liability to the Bank. CIB Kenya shall endeavor to provide to the Customer through the Facility, services that the Bank, may decide from time to time.

CIB Kenya reserves the right to decide what services may be offered to a Customer on each Account and such offers may differ from Customer to Customer.CIB Kenya may also vary the services offered through the Facility at its sole discretion.

The Facility is made available to the user at the Customer request, at the sole discretion of CIB Kenya and may be discontinued by the Bank at any time without notice. Access to the Facility shall be restricted to the Customer availing the Facility.

Customer instructions shall be effected only after authentication of the Customer by means of verification of the Mobile Phone Number and/or through verification of Passcodes allotted by CIB Kenya to the Customer or through any other mode of verification as may be stipulated at the discretion of the Bank.

Understand the customers’ regular browsing actions and patterns, and locations on desktops and mobile(we own the anonymous data collected and don’t share it with anyone).

CIB Kenya shall endeavor to carry out the instructions of the Customer promptly, provided that the Bank, shall not be held responsible for the delay in carrying out such instructions due to any reason whatsoever, including, but not limited to, failure of operational system or any requirement of law or CIB Kenya internal policies.

The instructions of the user shall be effected only when such instruction is in accordance with the prescribed procedure. CIB Kenya shall have no obligation to verify the authenticity of any transaction / instruction received or purported to have been received from the user through CIB Kenya Mobile Banking or purporting to have been sent by the user other than by means of verification of the Mobile Banking user-id and Passcodes.

All records of CIB Kenya generated by the transactions arising out of use of the Facility, including the time of the transaction recorded shall be conclusive proof of the genuineness and accuracy of the transactions. The authority to record the transaction details is hereby expressly granted by the Customer to CIB Kenya.

The Alerts would be sent to the mobile phone number, last registered with CIB Kenya. Where CIB Kenya considers the instructions to be inconsistent or contradictory it may seek clarification from the Customer before acting on any customer instructions or act upon any such instruction as it may deem fit. CIB Kenya shall have the right to suspend the services under the Facility if the Bank has reason to believe that the Customer’s instructions may lead to direct or indirect loss or may require an indemnity from the Customer before continuing to operate the Facility.

If the Customer suspects that there is an error in the information supplied by the Bank to the customer, he should inform CIB Kenya at the earliest. The Bank will endeavor to correct the error wherever possible on a best effort basis.

While CIB Kenya will take all reasonable steps to ensure the accuracy of the information supplied to the Customer, CIB Kenya shall not be liable for any inadvertent error, which results in the providing of inaccurate information.

If the Customer has reason to believe that the Mobile Phone Number is / has been allotted to another person and / or there has been an unauthorized transaction in the Account and / or the mobile phone handset is lost, the customer shall immediately inform CIB Kenya of the same.

In consideration of CIB Kenya providing the Facility, the Customer, at his/her own expense, agrees to indemnify, defend and hold harmless, CIB Kenya, its directors and employees, representatives, agents and/or the affiliates, as the case may be, against all losses, damages, expenses, actions, claims, demands and proceedings whatsoever, that the Bank may incur, sustain, suffer or be put to at any time as a consequence of acting on or omitting or refusing to act on any instructions given by the Customer or otherwise for use of the Facility.

The Customer agrees to indemnify, defend and hold harmless CIB Kenya and/or its affiliates, against any loss incurred by the Customer due to failure to provide the services offered under the Facility or any delay in providing the services due to any failure or discrepancy in the network of the mobile phone service provider.

The Customer agrees to indemnify, defend and hold harmless, CIB Kenya from any losses occurring as a result of the:

1.The Customer permitting any third parties to use the Facility.
2.The Customer permitting any other person to have access to his mobile phone or as a consequence of leaving the mobile phone unattended or loss of mobile phone.

The Customer may, at any time discontinue or unsubscribe to the said Facility. The Customer shall be liable for payment of such airtime or other charges which may be levied by any mobile phone service provider in connection with availing of the Facility and CIB Kenya is in no way concerned with the same. The charges payable by the Customer is exclusive of the amount payable to any mobile phone service provider and would be debited from the account of the Customer on periodical basis (monthly/quarterly basis). CIB Kenya reserves the right to charge the Customer a fee for the other channel.

The Customer will continue to be responsible for any transactions that may have been effected through the Mobile Phone Number in relation to the Facility prior to such cancellation of the Facility. CIB Kenya may, at its discretion, withdraw temporarily or terminate the Facility, either wholly or in part, at any time without giving prior notice to the Customer. The Bank may, without prior notice, suspend the Facility at any time during which any maintenance work or repair is required to be carried out or in case of any emergency or for security reasons, which require the suspension of the Facility.

CIB Kenya shall endeavor to give a reasonable notice for withdrawal or termination of the Facility. The closure of all account(s) of the Customer will automatically terminate the Facility. CIB Kenya may suspend or terminate Facility without prior notice if the Customer has breached these Terms and Conditions or CIB Kenya learns of the death, bankruptcy or lack of legal capacity of the Customer. CIB Kenya may de-activate the facility if the facility has not been accessed for six months or more.

The mere fact that the Facility can be accessed by a Customer in a country other than Kenya does not imply that the laws of the said country govern this policy and / or the operations in the account(s) of the Customer and / or the use of the Facility.

The Customer acknowledges that the provision of the Facility is dependent on the infrastructure, connectivity and services to be provided by service providers engaged by CIB Kenya or otherwise. The Customer accepts that timelines, accuracy and readability of Alerts sent by CIB Kenya will depend on factors affecting other service providers engaged by the Bank or otherwise. CIB Kenya shall not be liable for non-delivery or delayed delivery of Alerts, error, loss or distortion in transmission of Alerts to the Customer.

1. Internet connectivity
2. Android/iOS supported mobile to download the software application and use this channel. A mobile banking Passcode has to be used for this service.

In such an event, the terms applicable to such facilities, in addition to those applicable to the Facility, shall be applicable. The liability of CIB Kenya shall only commence subsequent to the debit in the payer’s account.

The customer shall take all steps possible to ensure that his/her mobile phone is not shared with anyone and shall report any misuse/ loss of the mobile phone or SIM card immediately. The customer will use the services offered under Facility using the PASSCODE/Password in accordance with the procedure as laid down by CIB Kenya from time to time.

The customer shall keep the USER ID and PASSCODE confidential and will not disclose these to any other person or will not record them in a way that would compromise the security of the services. It will be the responsibility of the Customer to notify CIB Kenya immediately if he/ she suspect the misuse of the PASSCODE.

The Customer will also immediately initiate the necessary steps to change PASSCODE. If the mobile phone or SIM is lost, the customer must immediately notify the telecom service provider to block the SIM. After that, he/she shall advise the user ID, mobile phone number to Bank’s helpline to suspend CIB Kenya Mobile Banking Service. The Customer accepts that any valid transaction originating from the USER ID and / or registered mobile phone number shall be assumed to have been initiated by the customer.

The Customer shall ensure that the mobile is secured with required security features. The Customer shall keep himself/herself updated with regard to any information/ modification relating to the services offered under the facility which would be publicized on the websites and at the branches and would be responsible for the same. The Customer shall be liable for all loss on breach of the Policy, Terms and Conditions contained herein or contributed or caused the loss by negligent actions or a failure on to advice CIB Kenya within a reasonable time about any unauthorized access in the account.

The Customer shall comply with all such terms and conditions as CIB Kenya may prescribe from time to time for facilities/services availed of by the Customer.

All such transactions effected by or through facilities for conducting remote transactions including the internet, world wide web, electronic data interchange, Bank’s Customer Care Centre, teleservice operations (whether voice, video, data or combination thereof) or by means of electronic, computer, automated machines network or through other means of telecommunication, established by or on behalf of CIB Kenya, for and in respect of such facilities/ services offered, shall constitute legally binding and valid transactions when done in adherence to and in compliance with the policy prescribed by CIB Kenya for such facilities/ services, as may be prescribed from time to time. Maps and location data for branches provided in the Mobile Banking app are provided for basic navigational purposes only. They should only be used as a guide and should not be relied upon in situations where precise location information is needed.

CIB Kenya is strongly committed to protecting the privacy of its customers and has taken all necessary and reasonable measures to protect the confidentiality of the customer information and its transmission through the Mobile Banking application and it shall not be held liable for disclosure of the confidential information when in accordance with the Privacy Commitment or in terms of the agreement, if any, with the customer.

CIB Kenya endeavors to safeguard and ensure the security of information provided by the customer. CIB Kenya employs a range of security features for its Mobile Banking service. These measures extend from data encryption to firewalls. CIB Kenya uses 256-bit Secure Socket Layer (SSL) encryption technology, to ensure that the information exchanged between the customer’s mobile and the mobile banking servers over the Internet is secure and cannot be accessed by any third party.

When the information provided by the customers is not transmitted through this encryption, the customers’ system (if configured accordingly) will display an appropriate message ensuring the best level of secrecy for the customers’ information.

The Customer would be required to cooperate with CIB Kenya in order to ensure the security of the information, and it is recommended that the Customers necessarily choose their numeric PASSCODEs carefully such that no unauthorized access is made by a third party.
The Customers should ensure not to disclose their PASSCODE to anyone or keep any written or other record of the PASSCODE such that a third party could access it.
Do not share your account information, PASSCODE or similar sensitive data with others.
Never provide confidential information to unknown callers.
When conducting business over the mobile browser, always use a secure browser and exit online applications as soon as you finish using them.
Protect your account records.
Avoid writing down PASSCODEs/passwords.
Avoid the use of birthdays, anniversaries or similar details which can be easily guessed as PASSCODEs.
Make sure that your mobile is protected with anti-virus and you have latest anti-virus software.
Properly dispose of old mobiles that are not needed by hard reset and erasing all data.
All users should logout after every login session; however, online sessions will automatically be terminated after 3 minutes of inactivity. This to protect you in case you accidentally leave your mobile banking session unattended after you login.
Enable a device lock password on the mobile to prevent unauthorized access to personal and confidential information in contacts, messages and other media files.
Avoid clicking on links which are sent via E-mails. Type URL (Universal Resource Locator) of all such links directly on the mobile browser. Avoid sending or furnishing personal and financial information on email. Also prior to providing any information (financial or personal) on a website, verify the bonafides of the website, its address and of the owners / operators of such websites. Make sure that the URL that appears in the “address” or “location” box on your browser window is the one you wish to access.
If you are a victim of fraud or identity theft, please contact the call centre or branch immediately so that the bank may place the necessary restrictions on your account(s) to put holds on your accounts.
Neither bank nor its service providers will contact you via telephone or email or any other means requesting personal information, your customer ID or your PASSCODE. If you are contacted by anyone requesting this information, please do not share it and contact us immediately.

CIB Kenya undertakes not to disclose the information provided by the customer to any person, unless such action is necessary to:

Conform to legal requirements or comply with legal process.
Protect and defend CIB Kenya rights, interests or property.
Enforce the terms and conditions of the products or services including Mobile Banking services or act to protect the interests of CIB Kenya or its members, constituents or of others.

The customer shall not disclose to any other person, in any manner whatsoever, any information relating to CIB Kenya of a confidential nature obtained in the course of availing the services through the website. Failure to comply with this obligation shall be deemed a serious breach of the terms herein and shall entitle CIB Kenya to terminate the services without prejudice to any damages, which the customer is liable to pay CIB Kenya. CIB Kenya will limit the collection and use of customer information only on a need-toknow basis, to deliver better service to the customer.

CIB Kenya may use and share the information provided by the customer with third party for providing services and any service related activities such as collecting subscription fees for such services and notifying and contacting customers regarding any problem with or the expiration of such services.

In this regard it may be necessary to disclose the customer information to one or more agents and contractors of CIB Kenya and their sub-contractors. The customer authorizes CIB Kenya to exchange, share, part with all information related to the details and transaction history of the customer with banks/ financial institutions/ credit bureaus/ agencies/ participating in any telecommunication or electronic clearing network as may be required by law, customary practice, credit reporting, statistical analysis and credit scoring verification or risk management and shall not hold CIB Kenya liable for use or disclosure of this information.

Customers can communicate with CIB Kenya Bank Customer Care for Mobile Banking related matters through below;

Email: contactus@cibke.com

Phone: 0703053100