The big four banks have identified customers sending “potentially abusive” messages in bank transaction descriptions.
Its new acceptable use policy states that it is unacceptable to use digital banking services to stalk, harass or intimidate anyone using the bank’s services.
Any customer who uses NetBank or the CommBank App to engage in illegal, defamatory, harassing or threatening conduct, promoting or encouraging physical or mental harm or violence against any person may have their transactions refused or access to the Services digital banking suspended or discontinued.
Catherine Fitzpatrick, general manager of community and customer vulnerability, said that in three months the bank identified more than 8,000 customers who received multiple low-value deposits, often less than $1, with messages potentially abusive. The attackers were effectively using transaction descriptions as a “messaging service,” she said.
The bank made the discovery as part of an analysis after detecting disturbing messages sent to a customer experiencing domestic violence.
“We were horrified by both the scale and nature of what we discovered,” Ms Fitzpatrick said.
“All genders sent and received these messages, but the nature varied from fairly harmless jokes using profanity to serious threats and clear references to domestic and family violence.”
She said the bank worked with experts, community partners and law enforcement to develop responses. The ABC uses the Online Safety Commissioner’s Safety by Design framework as a guide, a government initiative encouraging businesses to be proactive in considering user safety when developing online products and services.
Additionally, the bank shared its findings with other banks and financial services organizations, aiming to ensure the issue was known across the industry.
Anna Bligh, chief executive of the Australian Banking Association, said the CBA had done its customers a “great service” by identifying abuse and taking action to stop it.
In Australia, around one in four women and one in 13 men have experienced intimate partner violence, according to the 2016 ABS Personal Safety Survey.
Among women seeking support from domestic violence services, up to 90 percent are also affected by financial exploitation.
“The message is simple, we can see you and we will not tolerate the use of our digital banking platforms to facilitate abuse,” Ms Fitzpatrick said.
“Our customers should always feel secure when using digital banking services. These changes will ensure that all customers can continue to enjoy the benefits of digital banking services in a safe and secure manner. [represent] our first step in solving the problem of technology-facilitated abuse.
