Privacy Policy - Maisarah

Website Privacy Policy

IMPORTANT: By accessing Maisarah’s website, any of its pages and any other application from Maisarah (such as, but not limited to, online banking, mobile banking); you are agreeing to the terms and conditions as set out below:

Customer understands and agrees that upon their visit to Maisarah website or login to Maisarah internet banking/ mobile banking, their details such as Domain Name, Server, part of their e-mail address and of the pages visited will be recorded by Maisarah in order to generate reports on the overall logins, and statistics of usage of our services.
Such information is collected only based on either prior consent available with the Maisarah or on the basis of consent as specified above at article 1. This information may be used to conduct marketing campaigns, market research and similar activities.
The collection of customer information will also enable us to deliver high standards of customer service. Such information will be available only to authorized and trained employees of Maisarah. Such information may also be accessed and processed by agents of Maisarah on instructions of Maisarah to do so, for a specific purpose. These agents may be service providers to Maisarah providing services in the fields of Information Technology, Computers and software, telecommunication, or any other related scope of work.
We may share and exchange such information for the purposes of credit and risk management with authorities for credit rating, Central Bank of Oman, the Clearing House and any other similar competent bodies. Maisarah will strive to protect data against unauthorized access or accidental access, unauthorized modification or accidental modification and erasure.
The information and materials on Maisarah’s digital channels, terms and conditions, products and services, descriptions and customer service pages are subject to change at the convenience of Maisarah with or without any prior notification.
It will be Maisarah’s decision to destroy any information or data about customers, non-customers and ex-customers, which it deems fit and within the purview of legality.

Information update

Maisarah shall endeavor to keep customer information up-to-date. Maisarah may encourage its customers to update their information in Maisarah records from time to time.

1. Use of Information & Materials

The access and usage of Maisarah digital banking products, services, information and materials are restricted to the jurisdiction where they are legally offered by Maisarah. They may not be accessed and used by anyone who is residing or located in jurisdictions which restrict the usage of such products, services, information and materials. More information about such access may be obtained by visitors from a competent authority in such locations and jurisdictions, and visitors are wholly responsible for their actions in case they do not adhere to the same.
Usage of the information and materials available on Maisarah digital channels in an illegal or unauthorized manner is prohibited. This includes unauthorized entry into the Maisarah’s website, Maisarah Internet Banking, misuse of passwords, misuse or wrong representation of any information available on the pages and/ or any such illegal activity. Access to any or all products and services from a specific location may be restricted by Maisarah at its discretion.
All logos, trademarks and material available on Maisarah’s digital channels are copyrighted and owned by Maisarah. None of these may be modified, reproduced, copied, downloaded, transmitted or used for commercial or public purposes. Users of these services are restricted from using any of the same without express written permission by an authorized representative of Maisarah.

2. Use of Cookies

Customer is aware that Maisarah proposes to use "cookies" (Cookies are small data files that a website stores on my computer) for storing visitor preferences, profiling visitors and tracking visitor behavior on the Maisarah website. By visiting the website, I acknowledge, accept and expressly authorize the Maisarah for the placement of cookies on my computer and mobile devices.

3. No Warranties

Maisarah aspires to take every precaution and care to offer accurate information on products and services, and error-free access. However, Maisarah offers no warranty – express or implied - regarding security, accuracy, protection against cyber-crimes and viruses and non-infringement. In addition, Maisarah offers no warranty for information transmitted over the internet which is subject to communication blackouts, overloading of networks, incorrect or inaccurate information, and other problems related to using a public internet service. Maisarah is not responsible for any direct, indirect or consequential damages arising out of the use of Maisarah digital channels.

4. Limited Liability

Maisarah is not liable for any direct or indirect damages, incidental or consequential damages, losses or expenses arising in connection with the usage of Maisarah digital channels related to failure of Internet Services, errors or omissions, technical faults, disruption of services phishing, system failure or otherwise.
Whenever customer is using third party tools/ services in order to connect /visit the Maisarah services. In all such cases, Maisarah is not liable for any incidental or consequential damages which arise from third party tools/ services.

5. Governing Law

The use of the services provided through Maisarah digital channels shall only be governed by the laws of the Sultanate of Oman and the court of law of the Sultanate of Oman shall be given exclusive rights to adjudicate in case of disputes. The Sultanate of Oman courts have the right to clarify/ explain/ interpret the clarification in accordance to the applicable laws in the Sultanate of Oman, even if the transaction is done outside Oman.
Maisarah accepts no liability whatsoever, direct or indirect, for non-compliance with the laws of any country other than the Sultanate of Oman. The mere fact that the Maisarah digital channels can be accessed through Internet by a Customer in a country other than the Sultanate of Oman shall not be interpreted to imply that the laws of the said country govern these terms and conditions and/or the operations in the Internet accounts of the Customer and/or the use of Internet Banking.

6. Changes to Website Policy

Website Privacy is updated from time to time and the customer is requested to regularly check our privacy policy to glean a clear understanding on the latest version.

7. Code of Ethics

Code of Ethics represents the key standard of professional behaviour that is accepted by Maisarah and complies with the laws and regulatory guidelines governing the banking sector in the Sultanate of Oman. This code functions as a guide to ethical conduct across the bank at all organizational levels and stipulates the demeanour of employees for the benefit of customers and the organization. Unless it is stated otherwise, all parts of this document are applicable to all activities within the bank, including, but not limited to, all forms of service touch points offered to customers.

Commitments defined here are applicable under normal operating environment and within agreed service service level agreement in compliance with the regulatory guidelines. The bank may not be able to fulfil its commitments in the event of normal operating environment disruption that is out of the bank’s control.

1. Our Commitment

1.1 Data Confidentiality:
All types of information that employees come across during the course of business must be treated appropriately with the highest level of confidentiality, and not to be disclosed to unauthorized persons or entities.
1.2 Integrity & Ethical Conduct:
Whatever we do and disclose is never misleading, deceptive or fraudulent. We uphold this trait and never take unfair advantage of anyone through manipulation, abuse of privileged information or any other unfair practices.
1.3 Accuracy of Records & Documentation:
We are obliged to honestly and accurately report all business transactions and never conceal, misrepresent or hide data that may be of detrimental nature to customers or to the bank.
1.4 Reporting & Compliance Procedures:
Having a strong whistle-blower policy, we empower the responsibility to ask questions, seek guidance, and report suspected violations and express compliance concerns. All representatives of the bank attempting to engage in misconduct or violate applicable laws and policy should be immediately reported and investigated. Proper disciplinary action and requisite disclosure take place adequately.
1.5 Advice & Guidance:
We are committed to offering genuine advice and necessary guidance to assist customers in taking informed decisions. All customer inquiries are attended to, and information on products, services and financial solutions are constantly disseminated across all applicable medium and relevant channels.
1.6 Processing Complaints & Solving Issues:
We take customers’ feedback very seriously and we execute action immediately to solve raised issues in real time and within the set service level agreement.
1.7 Respect for Others:
Our service agents are well trained in customer service and apply the utmost standards of Omani hospitality in every aspect of interaction with customers, reaffirming commitment to showing respect for others, fairness and equality.

2. Profit Rates & Charges

2.1. Maisarah offers different types of services, some of which are complementary/ free of charge, while others are chargeable.
2.2. The list of tariffs and charges is accessible to the public and is available on the bank’s official website and across all branches.
2.3. All newly introduced charges are communicated to customers through all communication channels. Service agents are obliged to disclose all charges endured by customers before, during and after any transaction.
2.4. Charges applicable to self-service transactions are always displayed on the screen before users agree to proceed with the transaction.
2.5. Customers can find out about Profit rates and charges through the bank’s website and official social media platforms, visiting our branches or contacting our 24x7 Call Centre.
2.6. Profit rates on finance and applicable transactions are made clear to customers through ongoing advertisements and also whenever inquired by customers. The same is comprehensively highlighted to customers when they request such services.

3. Marketing & Corporate Communication

Marketing & Corporate Communications function is the custodian of the bank’s brand and identity, bringing visibility of the brand through various activities. Overall communication strategy, media relations and internal communication are also overseen by the team which also conducts various campaigns and participate in different activities across the Sultanate of Oman with the aim of spreading financial awareness and conveying the required information about the Maisarah products, services, offers and promotions. The bank also stresses on spreading responsible banking practices and promoting healthy financial management behaviour.

4. Financial Inclusion

Reinforcing further financial inclusion, Maisarah offers diverse options of products and services that are tailored to sustainably and responsibly meet the needs and requirements of customers.

4.1. Services & Product Development:
To ensure best customer experience to all segments of customers, Maisarah continuously designs and redesign its products and financial solutions to cater to the specific needs of each and every customer.
4.2. Branch Network & Self Service Outlets:
There is an expansive network of branches, and self-service outlets such ATMs/ CDMs across the Sultanate. Such outlets are equipped to serve customers with disability and those requiring special assistance.
4.3. eBanking Services
Maisarah strives to provide financial services without disruption to all customers of all segments. Maisarah mobile banking app allows users to conduct various financial transactions at ease, 24/7 and at the tips for their figures. All of this is with the least risks and the highest security measures.
4.4. Customer Relationships
Maisarah has laid a comprehensive foundation for customer relationship management through branch network. The teams attend to customers’ needs, understand their requirements, and offer services that meet their expectations. All feedback received from customers is taken seriously, reported to the management and is incorporated in product design/ enhancement.
4.5. Training & Qualification
Service agents across all touchpoints are continuously trained and enrolled to specialized programs for banking practices, customer service and product awareness.

5. Customer Complaints

5.1. Designated Team for Customer Feedback:
All types of feedback on products, operations and quality of services offered by Maisarah are looked after by a designated Customer Feedback team in order to ensure unparalleled customer satisfaction and to comply with regulatory guidelines. The team works to address and find the right solutions to all customer feedback.
5.2. Service Level Agreement (SLA):
The units within the bank collaborate to ensure that customers’ feedback is addressed adequately within the agreed Service Level Agreement (SLA) in order to maintain the brand image of the bank while offering the highest quality of services.
5.3. Channels of Receiving Feedback:
Customer feedback is received by Branch Network, Relationship Managers, Call Centre, Customer Feedback Department, Website & Email, Central Bank of Oman (CBO) and Social Media.
5.4. Attending to Customer Complaints:
The feedbacks received through various channels as described above are subject to immediate action by within agreed turnaround time and process.

6. Liability of the Customer & the Bank

6.1. The customer shall not be liable for any unauthorised transactions that are attributed to fraudulent activities or negligence of bank’s employees or service agents.
6.2. The Customer shall be liable for any loss arising from unauthorised online transactions if the Terms and Conditions of use are breached by the user, or if user contributed to or caused the loss by negligence, including:
Keeping a written or electronic record of Customer ID or Password.
Disclosing or failing to take all reasonable steps to prevent disclosure of Customer ID or Password to anyone or failing to advise the bank of such disclosure in time.
Not advising the bank immediately about unauthorised access to or erroneous transactions.
6.3. The bank shall not be liable for any unauthorised transactions occurring through the use of the Service which can be attributed to the fraudulent or negligent conduct of the Customer.

7. Disclaimer

7.1. Under no circumstances shall the bank be liable for any damages whatsoever whether such damages are direct, indirect, incidental, consequential and irrespective of whether any claim is based on delay, loss of revenue, investment, production, goodwill, profit, interruption of business or any other loss of any character or nature whatsoever and whether sustained by the customer or any other person. The bank shall in no circumstances be held liable to the customer if access to the service is not available in the desired manner for reasons including but not limited to natural calamity, floods, fire and other natural disasters, civil unrest, government action, legal restraints, faults in the telecommunication network or Internet or network failure, software or hardware error or any other reason beyond the control of the bank.
7.2. The customer indemnifies the bank against any loss suffered by the bank, its customers or a third party and against any claim or action brought by a third party which is in any way the result of the improper use of the service by the customer.