Smart Consumer

To further strengthen customer protection, the major retail banks engaging in telemarketing activities have agreed that their telemarketers will now provide the called person with the telemarketers' specific identity information, such as staff ID, direct line or phone extension in addition to the current requirements. The public can then call the bank’s hotline below to verify the identity of the caller.

List of Hotlines for Authenticating the Identity of Callers Claiming to be Bank Representatives

1. Consumer Credit Data Sharing Leaflet

The Consumer Credit Data Sharing Leaflet explains what credit data sharing is about and the benefit to customers, banks and the community at large.

2. The Leaflet on A Commercial Credit Reference Agency for Hong Kong

The Leaflet on A Commercial Credit Reference Agency for Hong Kong (CCRA & You) explains how the commercial credit reference agency operates and its benefits to borrowers and lenders.

1. Financial Health Leaflet

The Financial Health Leaflet explains the importance of managing credit and the consequences of bankruptcy, with suggestions on measures to enhance financial planning and management.

Other languages:

• Bahasa Indonesia
• Hindi हिन्दी
• Nepali नेपाली
• Punjabi ਪੰਜਾਬੀ
• Tagalog
• Thai ไทย
• Urdu اردو
• Vietnamese Tiếng Việt

2. Understanding Dormant Accounts & Deceased Accounts Leaflet

The Understanding Dormant Accounts & Deceased Accounts Leaflet explains why dormant accounts and deceased accounts should be handled promptly.

Other languages:

• Bahasa Indonesia
• Hindi हिन्दी
• Nepali नेपाली
• Punjabi ਪੰਜਾਬੀ
• Tagalog
• Thai ไทย
• Urdu اردو
• Vietnamese Tiếng Việt

1. Remind Those around You. Don't Fall for Scammers!

2. Poster on Anti-Deception Awareness

3. Crime Prevention Leaflet

The Crime Prevention Leaflet reminds customers to timely notify banks for any loss and replacement of identity documents.

4. Video of Hong Kong Monetary Authority on "Beware of Bogus Phone Calls and SMS Messages" (Chinese version only)

5. Leaflet on "Beware of the Unscrupulous Business Practices by Financial Intermediaries" Published by the Financial Services and the Treasury Bureau

6. Beware of Phishing Websites

Upon loss of your credit cards, you are advised to notify your credit card issuing institution(s) as soon as possible. This can protect you from any potential financial loss due to misuse of the loss card(s) by fraudsters.

List of Hotlines for Reporting Loss of Credit Card

1. ATM Cash Withdrawal Service Outside HK

2. Internet Banking

3. Security Tips in Using ATMs (Chinese only)

4. Major Safety Tips on Using ATMs - The Hong Kong Monetary Authority

• In order to help members of the public verify the identities of SMS senders, the SMS Sender Registeration Scheme  ("Scheme")  is implemented on 28 December 2023. All Registered Senders under the Scheme have started using Registered SMS Sender IDs with prefix "#" to send SMS to local subscribers of mobile services in Hong Kong.
  
  
• A participating company or organisation is required to apply to OFCA to become a Registered Sender, and register its SMS Sender ID(s) with prefix "#". The relevant registrations are recorded in the SMS Sender Registry ("Registry") established by OFCA for public information. Only those companies or organisations being Registered Senders are able to send SMS using their Registered SMS Sender IDs with prefix "#". With such arrangements, members of the public receiving SMS in Hong Kong can easily identify whether the SMS is from a Registered Sender by looking at the prefix "#" in the SMS Sender ID.
  
  
• Starting from 28 January 2024, 28 retail and virtual banks in Hong Kong will use "Registered SMS Sender IDs" with the prefix "#" to send SMS messages to local subscribers of mobile services. This will help members of the public verify the identities of SMS senders, and prevent fraudsters from sending scam SMS messages masquerading as banks. Members of the public may refer to the Annex for the list of the first batch of participating banks. For other general information about the scheme, please visit OFCA's website (www.ofca.gov.hk/ssrs).
  
  
• Under the Scheme, SMS messages with sender IDs containing "#" but not sent by Registered Senders will be screened out by the telecommunications networks. Subscribers of mobile services are not required to apply for the service, install any mobile apps or change their handset settings. The Scheme is not applicable to:

1. 1. SMS messages of which receiving parties are expected to reply to the senders via phone numbers; or
   2. Local subscribers of Single-Card-Multiple-Numbers/One-Card-Two-Numbers mobile service provided by non-Hong Kong operators.

• Under all circumstances, members of the public should stay highly vigilant when receiving SMS from unknown senders, and must not disclose to unidentified senders any personal information, bank account numbers or credit card details, transfer money or access any hyperlink in the SMS, to avoid suffering any loss.
  
  
• Reference Materials
  
  
  • SMS Sender Registry (By alphabetical order of the Registered SMS Sender IDs  / By alphabetical order of the Registered Senders' names in English )
  • List of Registered Senders (Banking sector) 
  • Application for Registration of SMS Sender IDs
    • Guidelines on Registration of Sender IDs and Sending of Short Messages and Multimedia Messages 
    • Application Forms for New Registration or Cancellation of SMS Sender ID(s) (For banking sector only) 
    • Sample Letter of Authorisation of Authorised Representative by Registered Sender of SMS 
  • List of Registered SMS Service Providers 

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What is malware?

Malware (“malicious software”, 惡意程式) is software which is harmful to a computer system or smartphone.

How could my phone become infected and what could happen?

Applications downloaded from unofficial sources may, unknown to you, contain malware. If you give the malware application permission, it may be able to control your phone and allow an attacker to see your sensitive data (including your emails and text messages) or even execute banking transactions. You could also study your device usage and network activity to identify any oddities that could indicate malware. 

What can I do to protect myself?

1. Avoid opening suspicious link or downloading any applications from unofficial sources. Only download applications from official stores such as those included with your phone (e.g. Google, Apple, Huawei etc) or trusted websites (eg bank official websites). If you see a prompt asking you to install an “APK”, or a new keyboard, do not install it unless you are completely sure it is safe.
2. Be alerted when replying to advertisements including those on social media sites – A fraudster may place an advertisement on social media and then communicate with you via a messaging platform before asking you to install an application. These malicious applications may pretend to be reputable stores. Be cautious when replying to such advertisements and do not install any apps from unofficial sources .
3. Install antivirus and anti-malware product via officially authorised store. You can further protect yourself by keeping it up-to-date.
4. Be aware of application permissions. Be aware of what permissions you granted to the apps during installation, especially if they are sensitive such as “notifications”, “accessibility” or “send/view SMS” in Android. Do not give unnecessary permissions.
5. Do not “root” or “jailbreak” your smartphone as this could compromise its security.
6. Always use and regularly change strong, unique passwords and enable authentication features like facial recognition or fingerprint unlock
7. Install the latest OS and security updates as soon as possible from official and legitimate sources.

What should I do if I believe I have been affected?

If you notice any unauthorised transactions, or have a suspicion you may have been affected by malware or fraud, then please report to your Bank and the Police immediately. If possible, turn off your suspected phone and use another device / channel to contact your Bank.

Your Bank and/or the Police may advise you to reset your phone to factory settings to ensure no malware is left on your device. Malware may still be present even if you can’t see any obviously strange applications. A factory reset will remove any potential malware but it will also delete all your data – Please remember to regularly back up!

What are Banks doing to ensure customers are safe?

Banks are working closely with the Hong Kong Monetary Authority (HKMA) and the Hong Kong Police Force (HKPF) to help protect customers. Over the coming months, Banks will be rolling out new protection measures which will help customers identify applications of concern and may prevent access to mobile banking services if such applications are detected. Banks will continue to examine the current environment and refine their security measures as the situation develops.