Collection of Personal and Anonymous Data

HBL Mobile collects user data as outlined hereinbelow and shall collectively be referred to as “User Data”.

Personally Identifiable Information: Information that you provide the bank at the time of opening an account or obtaining a product, and / or update of records thereafter, and includes:

• Customer name and contact, including postal address, email address and contact number, i.e. mobile, landline and fax
• Debit / Credit Card information = For registration onto HBL Mobile and card management features
• User ID = Unique identifier to identify you, e.g. CNIC.

Permissions and information provided by you during app usage, either at the time of first use or when required services are being invoked, and includes:

• NFC = to enable the HBL Pay feature of card-less POS transactions
• Contacts = to read contacts while adding the beneficiaries in Mobile Recharge
• Call Log = to authenticate the user’s device on which the OTP is sent
• SMS = to fetch auto-read OTPs for device registration and to authenticate transactions
• Camera = for QR scanning through HBL Mobile
• Location = Collected when any transaction is done from app, if you enable that feature on your device.
• Read/Write External Storage = To save screenshots and e-certificates and statements of account(s) and credit card(s)

Information that is collected by default from the device, and includes:

IMEI / device ID (Since Android 10, this has deprecated so Android ID is used)Financial information, such as account numbers and transaction history, as necessary to provide the services on the HBL App.

Anonymous Information: HBL Mobile, by default, also collects anonymous demographic information (not unique to you), such as your ZIP code, age, gender, preferences, interests and favorites. We may also collect information regarding device type, operating system version, and mobile network information. We use this information to provide and improve the App’s features and services, as well as to personalize your experience.

Use of Personal and Anonymous Data

User Data is collected and used by the Bank for provision of banking services as requested by users on HBL Mobile.

User Experience: HBL collects, analyzes and uses your User Data to operate the HBL Mobile App and deliver the services you have requested. The abovementioned information may be used to contact you with information about HBL Mobile App, or to respond to your requests for customer support. This information is also used by HBL for the operation of and to maintain the quality of service, and to provide general statistics regarding use of the HBL Mobile App.

User Data is collected for the specific and legitimate purpose, and not further processed in a manner that is incompatible with the original purpose(s) for which it was collected. Processing for archiving purposes, research and statistical purpose is not considered incompatible with the original purpose provided that confidentiality is maintained.

User Data is recorded as accurately as possible, and where necessary, updated to ensure it fulfils the legitimate purpose(s) for which it is collected and/or processed

Security

SSL: We take great care to ensure the security of your User Data. We use industry standard security measures, such as encryption and secure socket layer (SSL) technology, to protect User Data both in transit and at rest.​

Authentication and Encryption: We also employ a variety of security measures to protect your account information, such as multi-factor authentication and secure login processes. We also keep communications between the app and our servers encrypted two ways. Security of your personal and sensitive User Data is important to the Bank and we strive to use commercially acceptable means to protect User Data. No method of transmission over the internet, or method of electronic storage is secure and reliable, and we cannot guarantee its absolute security. However, we do exercise utmost care to secure User Data from unauthorized access, use or disclosure.

Sharing of Information

The Bank preserves the secrecy of User Data. Notwithstanding the obligation to preserve the secrecy of User Data, the Bank is authorized to disclose, as and when the Bank is required to do so in order to comply with the applicable laws any information relating to the User, their account(s), payments or other assets or credit facilities whatsoever held on the User’s behalf to:​

• The head office, affiliates or any other branches or subsidiaries of the Bank, its head office or any other branch of the Bank or over any other person(s) under a duty of confidentiality to the Bank;
• Any authority or regulatory body having jurisdiction over the Bank, its head office or any other branch of the Bank or over any transactions affected the User
• Any person with whom the Bank contracts or proposed to contract with regard to the sale or transfer or sharing of any of its rights, obligations or risks
• Any person (including any agent, contractor or third-party service provider) with whom the Bank contracts or proposes to contract with regard to the provision of services in respect of the account(s) or in connection with the operation of the Bank’s business
• Any person employed with or engaged as an agent by, the Bank or its head office or affiliates, including any relationship officers for the purposes of or in connection with interactions with the Accountholder or providing services to Accountholders or processing transactions pertaining to the Accounts
• Any government/regulatory/judicial authority/agency in case of default.

Selling of Information: HBL does not sell, rent or lease its customer lists to third parties.

Data Retention and Deletion

User Data is kept in a form which permits identification of individuals only so long as necessary for fulfillment of the purposes for which it was collected in accordance with the bank’s privacy policy; and it is retained in accordance with the Record Retention Policy of the bank, and applicable legal and regulatory requirements.​

Compliance with Data Protection Laws

We are committed to complying with the laws of Pakistan.​

Changes to this Privacy Protocol

We may update this Privacy Policy from time to time, to reflect company and customer feedback. HBL encourages you to periodically review this Statement to be informed of how HBL is protecting your information.

Contact Us

If you have any questions or concerns about this Privacy Policy, please contact us at 111-111-425. You can also lock your comments, complaints and questions through the HBL Mobile app.​