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金管局就處理未經授權支付卡交易向業界發指引
金管局就處理未經授權支付卡交易的原則及綁定支付卡作非接觸式流動支付向業界發出指引。 金管局指,一直重視消費者保障及確保銀行公平待客,新指引強調銀行必須公平待客,當客戶懷疑受騙向銀行求助時,銀行需要以務實的態度和同理心協助客戶,並按實際情況包括客戶的個人情況及處境處理個案;又重申銀行須遵守所有相關規定,並設有適當的內部系統和管控措施管理與信用卡業務相關的風險,包括防止、偵測和應對詐騙交易。 其他要求包括銀行需即時檢討有關超出信用限額信貸安排的做法,並在6個月內實行措施。客戶必須向銀行提出明確同意,方可獲得銀行提供超出信用限額信貸。實施期內若有出現未經授權交易超出信用限額的情況,銀行應彈性處理客戶損失。加強客戶保障的同時,亦可繼續便利客戶購物時不會隨時因信貸額不足而令交易立即被拒絕。 另外,指引指出,考慮到近日透過綁定受害人信用卡至新手機支付工具作未授權交易的個案顯著增加,要求銀行為客戶綁定信用卡至新流動支付工具時,除發出一次性手機短訊驗證碼外,須作出多一重認證,例如透過雙向SMS、程式內確認或回電,以確認客戶確實有向銀行發出相關綁定指示。 銀行公會表示,會員銀行將依循金管局的指引,按照公平待客原則處理支付卡未經授權的交易,及加強綁定支付卡到非接觸式手機支付服務的保障措施。業界將繼續加強宣傳教育,提醒客戶提高警覺,慎防受騙。 公會指,業界一直非常重視支付卡交易的安全性,並在交易授權、偵測可疑交易及推送客戶通知等方面採取一系列措施,以保障客戶。此外,銀行公會已於今年首季成立專責小組,與金管局及會員銀行研究方案,進一步加強對支付卡的保障措施,以提升交易的安全性及客戶體驗。
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