National Bank of Pakistan

BP
HEAD OFFICE KARACHI
INSTRUCTION CIRCULAR NO:34/2020 March 19, 2020.

S.P.M (Revised) Chapter-I

MEASURES TO LIMIT THE SPREAD OF CORONA VIRUS (COVID-19)
BY PROMOTING THE USE OF DIGITAL PAYMENT SERVICES

This has a reference to Instruction Circular 29/2020 on the subject "PRECAUTIONS AGAINST NOVEL
CRONAVIRUS (COVID-19r.

We quote hereunder the contents of Payment System Department, State Bank of Pakistan Circular No.
02 of 2020 dated March 18, 2020 on the subject for meticulous compliance:
Quote
To curtail the risk of spread of Corona Virus (COVID-19) and limit the physical interaction of citizens at
branch level, Banks/MFBs/PSOs are advised to implement following measures with effect from March
20, 2020:

Banks/MFBs shall run campaigns on print, electronic and social media to create awareness
and promote the use of Alternate Delivery Channels (ADCs) to limit the use of currency
notes and minimizing branch visits.

Banks/MFBs are also advised to ensure that call centres/helplines are available 24/7 for
instant customer support for issues relating to all ADCs including ATMs, POS machines,
Internet Banking, Mobile Banking etc. The media campaigns shall clearly mention the
contact details of their helpline/call centres. Status of outstanding complaints related to
ADCs shall be reported to PSD as per Annexure-A.

Banks/MFBs shall waive the transactions charges on RTGS customer transfers (MT 102
and MT103). In this regard, SBP has also waived charges on such transactions with
immediate effect till further instructions.

Banks/MFBs shall waive all charges for customers using their online fund transfer services
including Intra and Interbank Fund Transfers (IBFT) till further instructions.

Further, it has been decided that fee earned on all online Bill Payment Services including
utility bill payments, mobile top-ups and collection of taxes and duties shall be shared
equally between Banks/MFBs and the concerned PSO.

Banks/MFI3s/PSOs/PSP5 shall make arrangements on urgent basis to:

i. Enable digital collection of all challans/involce based payments such as education fee.

U. Offer loan repayments facility through online/digital channels.

To facilitate Banks/MFBs, the requirement of biometric verification for customers to

activate internet and mobile banking as per PSD Circular No 9 of 2018 is suspended till
further instructions. However, Banks/MFBs shall ensure; (i) customer authentication and
verification using appropriate measures and (ii) safety and security of customer
transactions.

Banks/MFBs/PSOs are advised to ensure the 24/7 availability of all their ADCs including
ATMs, POS, Internet banking, payment gateways, mobile banking and call centres for
customers. Further, Banks/MFBs/PSO/PSPs shall enhance vigilance on digital channels and
increase monitoring on cyber threat actors taking advantage of the situation to conduct
email, ransomware attacks, phishing etc. In this regard, all 1Link member Banks/MFEis are
advised to urgently deploy Fraudulent Transaction Dispute Handling (FTDH) system and
strictly adhere to timelines for resolution of fraudulent transactions.

Banks/MFBs are advised to ensure meticulous compliance of the above instructions within the stipulated
time, failing which will attract penal action under relevant laws.
Please acknowledge receipt Unquote

In line with SBP PSD given move, following steps have been taken by the bank for meticulous compliance;

As directed by SBP, NBP has launched campaigns on Social Media to create awareness of Alternate
Delivery Channels with required waivers in Bank's fee, this will attract a large NBP customers
segment at branches for email/Mobile numbers enrolment. It is the responsibility of Regional
Heads and RE-Operations to communicate field functionaries to enroll customers in response of
NBP campaign immediately and a proper counter should be established at every branch;
Call Centers/Helpline is available for customers support 24/7 and Wing Head Complaint
Management Wing, Complaint Management & Call Centre Division, Service Quality Group will _
ensure submission of status of outstanding complaints related to ADCs to SSP',
On instructions of SBP Transaction Charges on liTGS charges, Customer Transfer (MT 102 and
MT103) has been waived till further instructions, same has been marked in Core Banking System;

/I -M Cont/Page-2
 (Page 2)
All IBT and IBFT charges at NBP Branches has been waived till further instructions, same has been
marked in Care Banking System, branches will ensure cooperation with all customers, however
proper controls must be established in dealing with such transactions at branch level in terms on
Instructions Circular No. 155/2018; Branches to ensure that correct mobile numbers of account
holders are available in system for CBC purposes.
Commission on online bills Payment Service including utility bill payment, taxes and duties will
now be shared with 1-Link on equal bases, w.e.f. 20.03.2020; the 1-Link settlement should be
accodingly by Cards and ADC Operations Divion ROPG.
As directed by SBP, TDG will immediately ensure digital collection of all challans/invoice-based
payments currently available on NBP digital channels and loan payments through ADCs/Digital
Channel;
Requirement of biometric verification for NBP Customers for Mobile Banking Activation has been
waived by SBP till further instructions however branches will ensure genuineness of customers
through NADRA Verisys while registration of emails/mobile numbers which is essential for
Mobile/Internet banking. TOG will look at evaluating introduction of Fraud Monitoring Tools for
customer authentication and verification using appropriate measures along with safety and
security of customer transactions;
Contact details of Critical Resources of Region and Branches must be available and shared with all
at Regional Level for instant contact in case of need.
ROPG, TDG, LSG and SQG will ensure 24/7 availability of all ADCs including ATM, Mobile Banking,
internet banking, payment Gateways and call centers. However, TDG will ensure strict vigilance
on digital channels and monitoring on cyber threats. Divisional Head, Digitization will ensure
meetings with I-Link immediately to deploy Fraudulent Transaction Dispute Handing System with
compliance of timelines for resolution of such transactions in line with P P RA.

Following individuals will be responsible for 24/7 ATM availability, call centers, Internet banking etc.:

Sr.
Task Group Name Contact Details EMAIL
No
ATM Power Issues Mr. Aurangzeb
1 LSG 03329313144 aurangzeb@nbp.com.pk
Resolution Sheikh
Connectivity for Mr. Hassaan
2 T&DG 03002522143 Hassaan.zahid@bp.com.pk
ATMs Zahid
Mr. Wajahat
3 ADC-ATM T&DG 03008269910 Wajahat.malik@nbp.com.pk
Malik
4 Mr. lmran Zafar
Digital Banking T&DG 03332361881 Imran.malik@nbp.com.pk
Malik
5 Syed Anjum
ATM Management ROPG 03008388849 anjum@nbp.com.pk
Naseer
6 Mr. Zeeshan
ATM Monitoring SQG 0333305539 zishanakbar@nbp.com.pk
Akbar
Complaint
7 Muhammad
Management and SQG 03342799083 mikhan@nbp.com.pk
Irian Khan
reporting
EMV DEBIT Cards
Mr. Ameen
8 Manufacturing ROPG 03003397745
Wing khushk
khushk@nbp.com.pk

For ease and convenience of Field Functionaries related forms are attached herewith. Meticulous
compliance is desired.

Tariq Zafar 6 I Shau t Mehmood Amin Manji

le to
EVP/Group e d EV /Group Head SEVP/ Group Chief
Retail Operati ns Group Se ice Quality Group Technology & Digitization Group

Copy to:-

PSO to President, President's Secretariat, NBP, Head Office, Karachi

All SEVPs/Group Chiefs/Group Heads/Divisional Heads/Wing Heads at Head Office.
All Network Monitoring Heads/Regional Heads (Conventional and Islamic) Regional
Executives Credit/CAD.
All Regional Audit Chiefs/Directors Staff Colleges.
All Chief Branch Managers/All Branch Managers/All Operation Managers (Corporate/
Domestic/Islamic Branches).
 INSTRUCTION CIRCULAR NO:34/2020

FORM - UPDATE CUSTOMER INFORMA

NBP CORE BANKING SYSTEM
FOR MOBILE BANKING/ONLINE BAN

Date-

The Manager
National Bank of Pakistan
Branch

Dear Sir/Madam,
Please note my NBP bank account details:

Name.
Account no:
Branch Name & Cade.
CNIC No:

I want to update/register my following information in NBP Core Ban

emails and messages:

Mobile No'

3P customers Email Address.

Date of Birth: DO MM YYYY

go digital! This is to certify that the above-mentioned information is cor

responsible for any loss or sharing my information/password with
Bank brings you speedy Digital Banking Services
ts Mobile App, keeping you connected with your Customer/Account Holder Signature
banking needs on your fingertips.
Note: Attach a copy of the customer/account holder's CNIC with thi
c Funds Transfer Pf Funds Transfer (Inter Branch/
Payment ge Mobile Bill Payment BRANCH USE ONLY
This is to certify that the particulars mentioned above are verified I
?nt Payments Ft Account Statement
and the signature is duly verified:
Register on NEP Digital Mottle BankingA4.iiie tnrougn
Do an14•0 on i Date & Signature of Operations Manager Stamp & Signature NI
GoogMPby S App Store
'Requirements: Date & Signature of Branch Manager Stamp & Signature Ni
d Mobile Number • ATM Card & PIN . Registered Email Address
. Account No. • CNIC Number & nate ot Birth

Scanned with Date & Signature of NBP Employee

updating customer information in
CamSc NBP ZZZZZ the NBP system Stamp & Signature Ni
 FORM - UPDATE CUSTOMER INFORMATION IN NBP SYSTEM (CIF) FOR ONLINE BANKING

Date:

The Manager
National Bank of Pakistan
Branch

Dear Sir/Madam,

My Information Is as follows:

Name:

Account no:

Branch Name & Code:

CNIC No:

I want to update/register my following information in NBP System (CIF) to receive emails and messages.

Mobile No:

Email Address:

Date of Birth: DD MM Year

This Is to certify that above mentioned Information is correct and lam solely responsible for any loss
or sharing my Information/password to anyone.

Customer/Account Holder Signature

Note: Attach Copy of customer/account holder CNIC with this form

BRANCH USE ONLY

This is to certify that particulars mentioned above are verified from branch record and signature duly
verified:

Date & Signature of Operations Manager Stamp & Signature No:

Date & Signature of Branch Manager Stamp & Signature No:

Date & Signature of NBP Employee who update customer information in NBP system (CIF)

Page 1/2
 INSTRUCTION CIRCULAR NO:34/2020

SUBSCRIPTION FORM / CONSENT FOR SUBSCRFIPTION OF NBP SMS ALERT

SERVICE / E-STATEMENT
Date:

The Manager
National Bank of Pakistan
branch

Dear Skis,
I/We wish to register and subscribe as a user for:

• Electronically generated statements of

accounts
0 SMS Alert Service

Details of my/our Account(s) against which given service(s) is/are required;

Branch Code: Branch Name:

APPLICANT
FULL NAME:

for my/our following account(s)

S. No. Account Type Account Title Account *Frequency

(PLS, Current Number/ (In case of e-
etc.) IBAN Number Statement)
I.
2.
*Frequency can be Monthly, Quarterly or
Yearly

Email Address (es):

CNIC # of Applicant:
CNIC Expiry Date 2 0

**Mobile Number (s): 9 2

E.g.: 92-3XX-XXXXXXX 9 2

Terms and Conditions

(These terms and conditions are additional integral part of the regular terms and conditions for account
opening and its maintenance.)

For E-Statement

I. The "e-Statement" means sending electronically generated Statement of Account to email

address provided by the Account Holder(s) to the Bank for availing the said facility/service.
The "Account Holder(s)" means an individual/corporate body maintaining bank account with
National Bank of Pakistan (the "Bank") that seeks issuance of the e-Statement as per the
request of the Account Holder(s) with the Bank.
The e-Statements will be sent upon Account Holders' request and at the entire risk and
responsibility of him/her/their.
The Bank shall not be liable for improper, incomplete or non-delivery of e-Statement, in case
email is returned (due to any reason which also includes full maiUinbox, email attachment
policy at Account Holders' end or inactivated email account(s) etc.)
The Bank does not guarantee that the integrity of the email has been maintained or that the
communication will be free of viruses, interception or interference. The Account Holder(s)
accepts that the Bank does not warranty against any external factors affecting the privacy and
/or security if the emails during internet transmission.
The Bank shall not be responsible for any loss or damages resulting to the Account Holder(s)
on account of any delay, inaccurate or incorrect transmission or unauthorized access to e-
Statement.

The Account Holder(s) is/are responsible for security of password of email address. The
Bank will not be liable for any undesirable event such as data corruption or unauthorized
amendment of the information so given, Link down, email hackings, unwanted emails and
misuse of email address, delay and interruption whatsoever.
S. Account Holder(s) shall advise the Bank in writing, in case of change in email address or
discontinuation of e-Statement service.
Account Holder(s), hereby, acknowledges that he/she/they will review the e-Statement
transaction(s) on receipt and any error or exception noted in the e-Statement shall be reported
to the Bank within fifteen (15) days of receipt of e-Statement otherwise the same shall be
considered as correct.
E-Statements or its printed version shall not be used as legal evidence or submission of visa
granting authorities or admission in higher educational institution of any other usage by the
Account Holder(s). It can only be used for information for his/her/their subscriber's personal
record.
Corporate Account Holder(s), shall ensure that e-Statement shall be in the custody of
authorized/designated employee(s)/director(s)/partner(s) of the company/firm. The Bank shall
not be responsible or liable for any unauthorized or misuse of e-Statement or any
alteration/manipulation therein.
The Bank at its discretion may impose additional conditions prior to acceptance of e-
Statements issuance request. The Bank reserves the right to temporarily suspend the facility
as and when deemed necessary.
The Bank reserves the right to make necessary changes as and when required in these terms
and conditions, such changes may be displayed at the website or advised by email/SMS
activation.

:• 6-:
 INSTRUCTION CIRCULAR NO:34/2020

The Account Holder(s) agrees to receive and accept periodical notices/SMS related to the
Account(s) and / or regulatory information sent by the Bank to Account Holder(s) email
address/Mobile Number.
The Account Holder(s) agrees to pay all fees and charges which the Bank may impose from
time to time for e-Statement facility/service.
The Account Holder(s) shall indemnify and keep the Bank free and harmless from and
against all liabilities, losses, claims and damages arising from negligence, fraud, collusion or
violation of the terms of this terms and condition.
These terms and conditions shall be governed and construed in accordance with the laws of
Islamic Republic of Pakistan whose courts of law shall have the competent jurisdiction.

For SMS Alert Service

The "SMS Alerts" means the customized messages sent by short messaging service / text
("SMS") over the Bank's Customers' mobile phone, by the Bank from time to time
The "Account Holder(s)" means an individual/corporate body maintaining bank account with
National Bank of Pakistan (the "Bank") that seeks issuance of the SMS Alerts as per the request
of the Account Holder(s) with the Bank.
The Account Holder(s) agrees that the SMS Alerts service entitles him/her/them to use only a
mobile phone registered in his/her/their names with the Mobile Service Provider and undertakes
to use the services only through the registered mobile number(s) which has/have been used to
register for the said service.
SMS Alerts service will enable the Account Holder(s) to receive transactions alerts as soon as it is
done in account for which the activation (fee) has been received.
At the time of subscription, the Account(s) should not be 'dormant' or 'inoperative'. After
subscription if an Account becomes 'dormant' the SMS Alerts service will remain continue for
one (01) month and afterwards it will be temporarily suspended (if fees is still not recovered).
Fees will be automatically deducted once account becomes 'operative' or 'alive'.
There is no limit on SMS Alerts in a month against monthly fee @ Rs.100/- exclusive of
applicable taxes.
Bank reserve its right to revise the charges / fee or limit number of SMS Alerts at any time after
intimation to Account Holder(s) at large or individually as the Bank so desire.
SMS Alerts service presently for financial transactions of Rs. 500/- and above.
Recovery of fee (as per tariff) will be made through auto-debit to the account(s) of the Account
Holder(s), on monthly basis.
Subscription period starts from the day of subscription. Next recovery of "Subscription Fee" will
be made on same date in subsequent month, during the period of subscription. In case the day of
recovery is falling on a Public Holiday, the recovery will be made on next working day.
On any day of recovery, in case there is insufficient balance in Account, the SMS Alert Service
will remain continue for one (01) month, and afterwards will be suspended till recovery of
Subscription Fee. Suspension Period will not change the recovery date.
No recovery to be made after Service Termination Notice/Intimation made by the Account
Holder(s).
'Termination of Service' is required to be notified to the Bank through Call Centre or in writing.
Termination to be effective from date of NOTICE / Call received, subject to recovery of any Fee
not recovered earlier. Monthly Fee / Charges will be recovered for the Month in which the
Termination Notice/Call has been made, irrespective of date of Subscriber's Notice/Call.
Re-subscription of service is allowable, without any penalty.
The SMS Alerts will be sent to Account Holders' request and at the entire risk and responsibility
of him/her.

:• 7-:
 The Bank shall not be liable for improper, incomplete or non-delivery of SMS in case due to the
mobile service provider fault or inactive roaming for mobile number.

The Bank does not guarantee that the integrity of the SMS has been maintained or that the
communication will be free of viruses, interception or interference. The Subscriber accepts that
the Bank does not warranty against any external factors affecting the privacy and /or security if
the SMS during intemet transmission.
The Bank shall not be responsible for any loss or damages resulting to the Account Holder on
account of any delay, inaccurate or incorrect transmission or unauthorized access to SMS service.
The Account Holder(s) is responsible for security of password of Mobile Number, if any. The
Bank will not be liable for any undesirable event such as data corruption or unauthorized
amendment of the information so given, Link down, SMS text hackings, unwanted SMS and
misuse of Mobile Number, delay and interruption whatsoever.
Account Holder(s) shall advise the Bank in writing, in case of change in Mobile Number or when
discontinuation of SMS service is required.
Account Holder(s) hereby acknowledges that it/he/she/they will review the SMS of Account
transaction(s) on receipt and any error or exception noted in the SMS shall be reported to the
Bank immediately.
SMS or its printed version shall not be used as legal evidence or submission of visa granting
authorities or admission in higher educational institution of any other usage by the Account
Holder(s). It can only be used for information for subscriber's personal record.
The Bank at its discretion may impose additional conditions prior to acceptance of SMS Alert
Service activation. The Bank reserves the right to temporarily suspend the facility as and when
deemed necessary.
The Bank reserves the right to make necessary changes as and when required in these terms and
conditions, such changes may be displayed at the website or advised by email/SMS activation.
The Account Holder(s) shall indemnify and keep the Bank harmless from and against all
liabilities, losses, claims and damages arising from negligence, fraud, collusion or violation of the
terms of this terms and condition.
These terms and conditions shall be governed and construed in accordance with the laws of
Islamic Republic of Pakistan whose courts of law shall have the competent jurisdiction.

The Account Holder(s) agrees to receive and accept periodical notices/SMS related to the Account(s) and
/ or regulatory information sent by the Bank to Account Holder(s) email address/Mobile Number.
l/We hereby affirm and agree to abide by above mentioned terms and conditions in respect of
service subscribed by me/us; as may be amended from time to time. Since I/we have chosen to
receive the statement of my / our Account(s) via email, I /we hereby intimate to the Bank that I
/we will not require the monthly statement of my / our Account(s) by way of post. l/We also
confirm that the electronic statement of account or Mobile Handset will be under my/our custody
and agree to afford these statements/SMS Alerts with same degree of security as given to
Statements of Account delivered through courier/post.

Applicant Signature & Company Seal (if any)

 INSTRUCTION CIRCULAR NO:34/2020

OFFICE USE ONLY

This is to certify that particulars as given above are verified from branch record and signature(s)
duly verified.

Manager Branch Stamp & Signature No. Date

Subscription Activation Date:

:- 9-:
3/19/2020 State Bank of Pakistan INSTRUCTION CIRCULAR NO:34/2020

MIN
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State Bank of Pakistan MEDIA CENTRE HELP DESK CONTACI US

'.1,met3ry Policy Financial Matiwc. Public Agin, Economic Data FindnuaI Inclusion

ormiarsinotifications - Payment System Department

PSD Circular No. 02 of 2020 March 18, 2020

The Presidents/CEOs
All Banks/ MFBs/PS05/PSPs

Dear Sir/Madam,

Measures to Limit the Spread of Corona Virus (COVID-19)

by Promoting the use of Digital Payment Services

To curtail the risk of spread of Corona Virus (COVID-19) and limit the physical interaction of citizens at branch level,
Banks/MFBs/PSOs are advised to implement following measures with effect from March 20, 2020:

Banks/MFBs shall run campaigns on print, electronic and social media to create awareness and promote the use of
Alternate Delivery Channels (ADCs) to limit the use of currency notes and minimizing branch visits.

Banks/MFBs are also advised to ensure that call centres/helplines are available 24/7 for Instant customer support for
Issues relating to all ADCs Including ATMs, POS machines, Internet Banking, Mobile Banking etc. The media
campaigns shall clearly mention the contact details of their helplIne/call centres. Status of outstanding complaints
related to ADCs shall be reported to Pal as per Annexure-a.

3. Banks/MFBs shall waive the transactions charges on RTGS customer transfers (MT 102 and MT103). In this regard,
SBP has also waived charges on such transactions with immediate effect till further instructions.

4. Banks/MFBs shall waive all charges for customers using their online fund transfer services including Intra and
Interbank Fund Transfers (IBFT) till further instructions.

5. Further, It has been decided that fee earned on all online Bill Payment Services Including utility bill payments, mobile
top-ups and collection of taxes and duties shall be shared equally between Banks/MFBs and the concerned PSO.

6. Elanks/MFB5/PS05/PSP5 shall make arrangements on urgent basis to:

Enable digital collection of all challans/invoice based payments such as education fee.

Offer loan repayments facility through online/digital channels.

7. To facilitate Banks/MFBs, the requirement of blometric verification for customers to activate intemet and mobile
banking as per 1,913 Circular No 9 of 2018 is suspended till further instructions. However, Banks/MFBs shall ensure;
(I) customer authentication and verification using appropriate measures and (a) safety and security of customer
transactions.

8. Banks/MFBs/PSOs are advised to ensure the 24/7 availability of all their ADCs including ATMs, POS, Internet
banking, payment gateways, mobile banking and call centres for customers. Further, Banks/MFBs/PSO/PSPs shall
enhance vigilance on digital channels and Increase monitoring on cyber threat actors taking advantage of the
situation to conduct email, ransomware attacks, phishing etc. In this regard, all Stink member Banks/MFBs are
advised to urgently deploy Fraudulent Transaction Dispute Handling (FTDH) system and strictly adhere to timelines
for resolution of fraudulent transactions.
Banks/MFBs are advised to ensure meticulous compliance of the above instructions within the stipulated time, failing which will
attract penal action under relevant laws.

Please acknowledge receipt.

Sincerely

Sci/-

(Syed Sofia 3avaad)

Director

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 Annexure A*

PSD Circular No. 02 of 2020

Customer Complaints Status Reporting Form

Name of the Reporting Bank:

Report for the week ended:

New
Opening Balance No. of
Complaints No. of Complaints
Date (Number of unresolved Complaints
registered resolved
complaints from previous day) Outstanding
during the day

*The report of the preceding week shall be submitted on the first working day of the next week, via
email at: PSDoversight@sbp.org.pk