RACQ spokesperson Lucinda Ross said after industry investigations last year revealed the description field of online banking transactions had been used to send abusive messages, RACQ Bank acted quickly to audit its own processes.
“Sadly, online bullying and harassment exists in our society, and it’s something we want our members to be aware of, so they can protect themselves and seek help if they need it,” Ms Ross said.
“Fortunately, when we investigated our RACQ Bank Mobile and Internet Banking platforms in 2020, we didn’t identify any existing evidence of harassment or bullying relating to our members, but we’ve taken a proactive approach to further reduce the risk of this happening in the future.
“In September 2020, we updated our Mobile and Internet Banking terms and conditions to include an ‘Acceptable Use’ policy. The policy outlines unacceptable mobile and internet banking conduct, which is any conduct that is unlawful, defamatory, harassing, threatening, or promotes or encourages harm or violence against any person.”
Ms Ross said if a member was experiencing online abuse, they could contact the team on 13 1905.
“If we find something that is potentially unacceptable, we may contact the member as a warning,” she said.
“We can refuse to process transactions, and if conduct continues, we may close the member’s accounts.
“Thankfully, we’ve not needed to take further steps at this time, but we want our members to know we’re here to help if they need it.”
The information in this article has been prepared for general information purposes only and is not intended as legal advice or specific advice to any particular person. Any advice contained in the document is general advice, not intended as legal advice or professional advice and does not take into account any person’s particular circumstances. Before acting on anything based on this advice you should consider its appropriateness to you, having regard to your objectives and needs.