Online banking information collection FAQs
Why does Suncorp Bank collect and manage information about how customers use our online banking?
When customers use our online banking, we collect information about how they bank with us.
This information can help us spot fraud, scams and high-risk transactions.
We do not sell this information to third parties or use it for purposes other than fraud detection.
Our online banking includes the Suncorp Bank App, Internet Banking and online forms that enable you to apply for new accounts.
What information does Suncorp Bank collect about how customers use our online banking?
The information we collect includes (but is not limited to) the following:
- the type of browser or device used – including when, where and how long customers use our online banking services
- how customers use their browser or device, such as how they interact and use our online banking features (this includes the way they browse, scroll, swipe or type in our platforms)
- when and how customers log into their devices, such as whether they used a PIN, password or biometric information
- certain activities customers complete while logged into digital channels, such as:
- being on a phone call
- having other (malicious) applications downloaded on their mobile devices
- the mobile device’s location.
Some of these features may require that customers provide separate consent in their phone’s settings. Where applicable, we will ask customers to provide this consent.
To learn more about how we collect information for fraud detection purposes, please refer to the addendum in the Privacy Statements for our particular products and services, under the heading "Addendum: Collection, use and disclosure of additional information for the purposes of our online banking platforms". All of our Privacy Statements are available on our Privacy Policy page.
How do you keep customers’ information safe?
We have an obligation to take reasonable steps to protect our customers’ information from misuse, interference and loss, as well as unauthorised access, modification or disclosure.
Reasonable steps that we take to secure information include:
- limiting physical access to our premises;
- restricting electronic and physical access to personal information we hold;
- having in place stand-by systems and information backups to deal with major business interruptions;
- maintaining technology security products;
- requiring any third party providers to have acceptable security measures to keep personal information secure; and
- destroying or de-identifying personal information pursuant to the law and our record retention policies.
For more information, please see our Privacy Policy, Online Terms and the Privacy Statement(s) about how we manage information for particular products or services. All of our Privacy Statements are available on our Privacy Policy page.
What if customers choose not to provide consent for Suncorp Bank to collect and manage information about how they use our online banking?
If customers choose not to provide this information, they won’t be able to use our online banking channels to access their existing accounts or to apply for new accounts.
Customers who have opted not to provide consent may continue to bank with us by:
- visiting a local branch,
- visiting a local Australia Post office participating in bank@post
- accessing telephone banking on 13 11 25.
These customers will need to contact us to organise other banking arrangements (such as switching from eStatements to paper statements) and to deactivate their Customer ID, which is used for logging into online banking channels.
If these customers decide at a later time to provide consent, they can opt back in at any time by contacting us.
For more information, please see our Privacy Policy, Online Terms and the Privacy Statement(s) about how we manage information for particular products or services. All of our Privacy Statements are available on our Privacy Policy page.
If customers choose not to provide consent, can they still receive eStatements or hold an online-only account (e.g. the Carbon Insights Account)?
If customers choose not to provide consent for Suncorp Bank to collect their online banking usage information, they will need to contact us to discuss other banking options.
For example, they may need to switch to a more suitable product than an online-only account such as the Carbon Insights Account. They may also need to confirm they can receive paper statements to their mailing address.
