Consumer protection is a fundamental responsibility for Chinabank. We are committed to protecting and upholding consumers’ rights, including their right to information about our products and services, their right to data privacy and transaction security, their right to fair treatment, and their right to redress.
We maintain a robust, centralized framework for capturing and addressing customer concerns, known as the Consumer Protection Risk Management System. Oversight is provided by the Board of Directors, while Management ensures day-to-day operational compliance.
We value our stakeholders and commit to earning and maintaining their trust. Amid the challenges of the evolving business landscape, we continue to protect our stakeholders’ interests and rights by ensuring the security of transactions, understanding their concerns and providing excellent service.
We are dedicated to protecting and upholding consumers’ rights, including the right to information, strong safeguards for personal data and financial transactions, equitable treatment and accessible channels for feedback and resolution of concerns.
Customer advocacy is the foundation of our Customer Service and Consumer Protection frameworks. We work hard to make our customers happy and engage them to know what they need, how we can help them, and how we can create great customer experiences. By advocating for our customers, we earn their loyalty and enjoy the reward of mutual advocacy.
We help consumers make an informed choice about our products and services. We provide clear, understandable, and accurate information through easily accessible communication channels: website, social media, product brochures, materials displayed in our branches, and print, broadcast, and online advertisements. Our front liners are adequately trained to answer questions about our products and services, explain the risks that certain products and services carry, and advise consumers on financial matters. At the same time, we promote financial literacy through webinars and onsite events, our social media platforms, and our financial blog on the Chinabank website.
The Customer Contact Center (CCC), led by the Chief Consumer Assistance Officer, manages all customer support channels and consolidates complaints. In coordination with customer-facing units, the Service Standards & Quality Department ensures that critical customer feedback is captured and communicated to product and service owners.
In 2025, CCC managed almost 970,000 interactions—a 46% increase from the previous year—driven primarily by the Chinabank Hotline and email. These interactions consisted largely of inquiries (57%) and service requests (37%) with complaints accounting for only 4%. Most concerns centered on mobile banking and credit cards, mirroring the steady growth of our digital user base and credit card portfolio.
We remain committed to the timely and effective resolution of customer concerns in line with BSP standards and customer expectations. In 2025, our performance remained strong, with 96% of simple complaints resolved within the target turnaround time and 100% of complex complaints resolved within the prescribed period.
We are committed to building customer trust by upholding data privacy laws. Our Data Privacy Office (DPO), led by our Group Data Protection Officer (GDPO), is primarily responsible for ensuring Chinabank Group’s compliance with the Data Privacy Act and relevant laws, as well as for promoting a strong culture of privacy and security group wide. We also adhere with the five pillars of compliance with existing data privacy regulations:
The Office of Data Privacy (ODP), led by the Group Data Privacy Officer (DPO), is responsible for overseeing and safeguarding the Bank’s most sensitive information, balancing rigorous governance with collaborative, advisory support.
Building on its strong track record and continued commitment to meeting service level agreements and providing high-quality consultation, the ODP helps minimize project delays while ensuring that institutional initiatives comply with regulatory requirements and aligned industry best practices. In 2025, the DPO partnered with the Bankers Association of the Philippines to launch the first data privacy program developed exclusively for banking professionals. The program’s curriculum addresses the unique considerations of financial data protection, guiding participants from foundational principles to advanced strategies and fostering deeper, more sustainable expertise across the banking sector.
We maintain a comprehensive Cybersecurity Program aligned with government and industry-recognized security best practices to provide a safe and secure banking environment for customers. The Information Security and Data Privacy Division (ISDPD) is responsible and accountable for the implementation of the Cybersecurity Program, continuously monitoring and safeguarding our systems against evolving cybersecurity threats. The IT Team led by the Chief Information Officer, works hand in hand with the ISDPD and the Risk Management Group in managing and implementing our IT security controls effectively.
In 2025, we: