Terms & Conditions

TERMS AND CONDITIONS RELATING TO THE ACCESS AND USE OF iRAKYAT INTERNET BANKING SERVICES

The following Terms & Conditions (hereinafter referred to as "iRakyat Terms & Conditions") shall govern your access and use of our iRakyat Internet Banking Services accessible via website at www.irakyat.com.my ("Website") and "Mobile Banking Application" (hereinafter referred to as "iRakyat Internet Banking Services") provided by Bank Kerjasama Rakyat Malaysia Berhad (hereinafter will be referred to as "BKRM") to its eligible Customers.

This iRakyat Terms & Conditions is to be read together with terms and conditions of all other applicable agreements as well as any other terms, conditions and provisions which BKRM and or its affiliates may prescribe from time to time. Should there be any conflict between this iRakyat Terms & Conditions and all other terms and conditions, this iRakyat Terms & Conditions shall prevail.

You are advised to read and understand the iRakyat Terms & Conditions. You are further advised to seek independent legal view and any other advise as you deem necessary before subscribing to any products or services and/or participating in any BKRM's campaigns and promotions in iRakyat Internet Banking Services. Further, you must conduct and later be fully responsible in making your own assessment when accessing iRakyat Internet Banking Services particularly on its contents.

If at any time or upon making your own assessment you do not accept and/or agree to any of the iRakyat Terms & Conditions, you must immediately discontinue your access to this iRakyat Internet Banking Services and/or use of any Services therein.

If at any time you do not understand and may have some queries on any part of the iRakyat Terms & Conditions, please direct your question to and seek for clarification from us at the following:

15th Floor, Menara 1
Menara 1, Menara Kembar Bank Rakyat
No. 33, Jalan Rakyat, KL Sentral
50470 Kuala Lumpur

Or contact our BKRM's Contact Centre Tele-Rakyat at 1-300-80-5454 (local) or +603-5526-9000 (international) which are available 24 hours.

1. Definitions

1.1 The following terms and expressions shall have the meanings assigned to them unless the context otherwise requires: -

1.2 Interpretation

1. Words importing the singular shall include the plural and vice versa and those importing the masculine gender shall include the feminine gender and neuter gender and vice versa.
2. Where there are two (2) or more persons comprised in the term "the Customer", instructions, agreements, undertakings, obligations expressed to be issued or given by or made by one person shall be deemed to have been issued or given by or made by and binding upon such persons jointly and severally.
3. In the event there is any conflict in the interpretation of these Terms and Conditions and any translation of these Terms and Conditions in any other language, the English version of these Terms and Conditions shall prevail.
4. All references to provisions of statutes include subsidiary legislation and all modifications, recertification and re-enactment of or to such statutes and subsidiary legislations from time to time and for the time being in force.
5. Any banking term not specifically defined or described herein shall be construed in accordance with the general practice of banks and finance companies in Malaysia. Any term relating to computer technology not specifically defined or described herein shall be construed in accordance with general practice and the custom of trade of computer companies and the information technology industry in Malaysia.

2. Application for subscription of the iRakyat Internet Banking Services

2.1 To be eligible to subscribe to the iRakyat Internet Banking Services, the Customer: -

1. must have one (1) or more existing Accounts with BKRM; and
2. must have an active Debit Card-i or Credit Card-i. (An active Debit Card-i or Credit Card-i means a Debit Card-i or Credit Card-i that has been activated with a Card Pin).
3. must have any other account with BKRM ie (Ar-Rahnu or any financing account) in the absence of any active BKRM Debit Card-i or Credit Card-i.

2.2 The Accounts which the Customer intends to link to the iRakyat Internet Banking Services are those which can be operated at least by One (1) signatory.

3. Acceptance of Terms and Conditions

4. Access to the iRakyat Internet Banking Services

1. For the first time access, the Customer is required to obtain Temporary ID via the Self-Service Terminal (ATM) or by calling BKRM's Contact Centre at 1-300-80-5454 (local) or +603 5526 9000 (international) which are available 24 hours before completing the iRakyat registration process.
2. The Customer will then be required to create a User ID and Password and disclose such other personal and financial information including, Email Address, Preferred Name, Secure Phrase and Colour selection as BKRM may require;
3. As soon as the Customer receives on-screen confirmation of the Customer's User ID and Password, the Customer's access to the iRakyat Internet Banking Services is limited to check the account balance.

1. the download and installation of the Mobile Banking Application on the Customer's Mobile Device; and
2. for the First Time Login to Mobile Banking Application, the Customer will be required to key in the User ID, Secure Phrase, Password, Temporary ID and ID Number to perform mobile enrolment process.
3. subsequently, the Customer is required to perform activation via Self-Service Terminal (ATM) or by call BKRM's Contact Centre at 1-300-80-5454 (local) or +603 5526 9000 (international) which are available 24 hours to activate mobile enrolment process.

4.3 For the subsequent access to the iRakyat Internet Banking Services:

1. via Website, the Customer will be required to key in the User ID and Password;
2. via Mobile Banking Application, the Customer will be required to validate using Biometric or key in Password.

4.4 The User ID and Password shall only be used by the Customer of iRakyat Internet Banking Services to whom the User ID and Password is registered to.

4.7 In case of joint account holders:

1. Only joint account holders with single signatory can use the iRakyat Internet Banking Services for all transactions with either one of the account holders may issue instructions and authorize BKRM to affect any transaction on a joint account.
2. All transactions arising from the use of the Security Codes to operate the joint account shall be binding on all account holders who shall be jointly and severally liable on all transactions.
3. The mandate of a joint account holder shall not be revoked and / or changed until and unless the joint account holder whose mandate is to be revoked and/or change surrenders his Security Codes to BKRM and a fresh written mandate shall be given to BKRM, duly attested by all joint account holders.

5. Responsibility & Undertaking

5.1 Electronic Device

1. The Customer shall, at all times, be responsible for using of any personal and/or third party's electronic devices to obtain access to the Internet and iRakyat Internet Banking Services at the Customer's own risk and expense.
2. In the event that Customer loses or replaces or parts with possession or control of Customer's Electronic Device in which the Software and/or Security Codes are installed and/or downloaded, or if the Customer has reason to believe that someone has accessed his/her bank account(s) using the electronic devices, the Customer must immediately notify and instruct the Bank to revoke the Security Code, User ID and Password immediately.
3. The Customer also responsible for the Customer's own personal and/or third party's device antivirus, firewalls and security measures to prevent any unauthorized access to the Customer's transactions and accounts via the Internet Banking Service. The Customer is advised to follow any other security regulations/procedures that may be prescribed by BKRM from time to time whether in the website or by any medium of notification as prescribed in Clause 24.
4. The Customer shall not use iRakyat Internet Banking Services on any jail-broken or rooted device.

5.2 Internet Browser/Hardware/Software

1. The Customer shall, at all times commit to only operate and be responsible for using secured versions of web browsers and mobile operating systems that have continued developer support and have not downloaded mobile applications from unverified mobile applications or source(s). The customer, at all times, be responsible for obtaining and using the necessary internet browser, any other hardware and/or software (including any new and recent versions of such internet browser, hardware and/or software), which is/are necessary to obtain access to iRakyat Internet Banking at their own risk and expense.
2. The Customer needs to ensure their device is updated to the latest operating system and download the latest iRakyat Mobile Banking Application version from the Apple App Store, Google PlayStore or Huawei App Gallery and shall not install the iRakyat Mobile Banking Application through a third party or services.
3. The Customer must not install or use iRakyat Mobile Banking Application on a compromised, jailbroken or rooted mobile device, hardware, or software. Unauthorized modifications to any mobile device's operating systems either intentionally or unintentionally through jailbreaking, rooting or malicious mobile application downloads bypass security features and can cause numerous issues to a customer’s device.
4. BKRM strongly caution against installing and/or using the iRakyat Mobile Banking Application in any hacked or compromised mobile device as such mobile device will be vulnerable to fraudulent attacks and may expose customer’s iRakyat to unauthorized persons and/or lead to unauthorized access and/or use of the iRakyat Mobile Banking Application and the Banking Services by any person, whether remotely performed or otherwise.
5. For Mobile Banking Service, upon completion of the prescribed registration and activation procedures (based on respective Application Store policy), the Customer will be permitted to download the Software for installation into the Customer's Mobile Device and be granted the non-exclusive, non-transferable right to use the Software, but based upon and subject always to the Customer's agreement to the following conditions:
   1. Customer will not use the Software for any purpose other than to access to the Customer's own account(s) via the Mobile Banking Service on the Customer's own Mobile Device;
   2. Customer will not download or install the Software into a mobile device which the Customer does not own or has exclusive control;
   3. Customer will not permit or enable any person to access the Software, or leave the Customer's Mobile Device unattended in such a manner as to enable a person to access the Software;
   4. Customer will not reproduce, modify or reverse engineer the Software or permit another person to do so;
   5. Customer will not permit any person to access the Customer's Security Codes or activation codes or otherwise enable the Customer to download a copy of the Software; and
   6. In addition, Customer agrees that the Bank cannot ensure that the Software will be compatible or may be used in conjunction with any Mobile Device, and Customer agree that the Customer will not hold the Bank liable for any such incompatibility or for any loss or damage to any Mobile Device which may be caused by the Software or the installation process.

5.3 Access to Internet

1. The Customer shall, at all times, be responsible for maintenance of any account that the Customer may have with a Network Service Provider for the Customer's access to Internet to be able to access iRakyat Internet Banking Services. The Customer acknowledges that access to Internet, to that extent, would be subject to terms and conditions between the Customer and the Network Service Provider of the Customer's choice.
2. The Customer shall, at all times, be responsible for using of any public Wi-Fi connection provided by third party for the Customer to be able to access iRakyat Internet Banking Services, at the Customer's own risk and expense.

1. the Customer's failure to use a well functioned device;
2. the Customer's failure to use the necessary internet browser and/or any other search engines and/or hardware and/or software;
3. the Customer's failure to maintain the Customer's account with the Customer's Network Service Provider resulting to difficulties in getting access to Internet;
4. unstable Wi-Fi connection.

6. Availability of iRakyat Internet Banking Services

7. Authorization and Authentication

7.1 The Customer authorizes BKRM as follows:

1. to comply with all instructions given by the Customer on transactions carried out through the iRakyat Internet Banking Services including but not limited to withdrawal, transfer or otherwise dealing with any or all of the Customer's funds in any of the Customer's Accounts; and
2. to dispose of or deal with any of the securities, assets or other properties which are pledged, charged, assigned or mortgaged by the Customer, in such manner and standard of practices, reasonable in the conduct of banking business.

1. keying-in SMS Transaction Authorization Code which is a 6-digit code sent to the Customer mobile number registered with the Bank for iRakyat Internet Banking Services "SMS TAC"
2. using "iSecure", an additional authorization method that incorporates Secure Verification and Secure Transaction Authorization Code (TAC).

1. Agree and acknowledge that he/she shall always keep their authentication secure and shall not share or disclose the authentication to any person whatsoever, including any officers of BKRM.
2. Agree that be responsible for all access and/or use of iRakyat Internet Banking Services made via authentication whether it was made by his/her or by any other person(s) purporting to be them.
3. By activating Biometric Authentication to access the iRakyat Mobile Banking Application instead of using the customer’s iRakyat User ID and Password, the customer agrees and acknowledges that the biometric data registered on mobile devices will be used to verify the customer’s identity and enable login to iRakyat Mobile Banking Application.
4. For customers to access and use the iRakyat Mobile Banking Application, customer must register their biometrics (Fingerprints, Facial Recognition, Touch ID, Face ID) during the first login to iRakyat Mobile Banking Application or at any time after successfully registering.
5. BKRM recommends not to register any third-party fingerprint or face in the customer’s mobile device as by doing so the third party will be able to access their iRakyat Mobile Banking Application.
6. For identical twins, BKRM advises customers to use a Password as a login method as there are chances of a successful match with the twin. 

7.6 For iSecure, the Customer agree:

1. To register and set up iSecure that is available at iRakyat Internet Banking Services accessible via Mobile Banking Application. In the iSecure registration process, only one device is permitted to be bounded with iRakyat account.
2. When the Customer are required to authorize a transaction using the Secure Verification method, the Customer will need to click on the "Approve" or "Reject" button within the iRakyat Mobile Banking Application to authenticate the transaction made via iRakyat Internet Banking Services. Failing to "Approve" or "Reject" the transaction within the validity period, the Secure Verification would be deemed invalid, and the Bank will not proceed to process the Instruction given by the Customer. Secure Verification is required to all transactions made via iRakyat Internet Banking Services.
3. When the Customer are required to authorize a transaction using the Secure TAC method, the Customer will key-in a 6- digit TAC number generated on the device upon request. Failure to key in the 6-digit Secure TAC number within the validity period, the Secure TAC would be deemed as invalid, and the Bank will not proceed to process the Instruction given by the Customer.
4. That the iSecure registration associated with the Customer iRakyat Internet Banking Service will be automatically deactivated upon deactivation of the customer iRakyat account.

8. Instructions

8.2 The Customer hereby acknowledges that:

1. BKRM shall be in no way responsible for any misuse or unauthorized use of messages or instructions given to BKRM;
2. Despite that a transaction may be disputed by the Customer for any reason whatsoever including denial of such instructions given by the Customer, BKRM shall be entitled to treat such instruction as binding upon the Customer and BKRM shall be entitled to take such steps or action in connection with or in reliance upon such instructions; and
3. BKRM shall not be held liable for any losses, damages or expenses which may be incurred or suffered by the Customer or anyone else for complying with such instructions.

9. Availability of Funds

10. Account Information

11. Funds Transfer

12. Bill Payment Service

13. Remittance

13.3 Foreign Remittance

1. The conversion rate for any foreign remittance indicated on the visual screen on the Customer's personal computer at the time when the Customer issue any instructions for foreign remittances are estimates only. BKRM shall debit the Customer's Accounts with the Ringgit equivalent at the then prevailing rate of exchange for the relevant currency together with any other fee and charges which may be incurred at the time of processing the instructions. Any instructions issued shall be irreversible. BKRM shall not be liable to the Customer for any loss incurred as a result of any fluctuation in the rate of exchange.
2. The issuance of any foreign remittances shall also be subject to Exchange Control Act 1953 and any Exchange Control regulations and guidelines issued by Bank Negara Malaysia for the time being in force.

13.4 Remittance is only applicable through iRakyat Website unless otherwise prescribed by BKRM.

14. Fees and Charges

15. International Use

15.1 The Customer hereby agree and acknowledge that the use of the iRakyat Internet Banking Services outside of Malaysia is subject to the followings:

1. the Exchange Control Regulations of Bank Negara Malaysia; or
2. any fiscal or exchange control requirements operating in the country where the transaction is effected or requested; and
3. the laws and regulations of Malaysia and the country where the transaction is effected or requested.

16. Unauthorized Fraudulent Transactions

17. The Customer's Responsibilities over User ID, Password and Security Code

17.1 The Customer agrees and acknowledges that the Customer shall adhere to the following security procedures at all times: -

1. to ensure that the User ID and Password stay confidential and shall not disclose to anyone, not even to his/her joint account holder, or BKRM employees and IT Helpdesk. It is advisable that the Customer changes the Password on periodic basis.
2. should the Customer forget User ID and/or Password, the Customer may retrieve the User ID and/or reset Password by accessing the Website and clicking on the 'Forgot Username & Password' and follow the instructions stated therein. In the event of any difficulties or issues retrieving the User ID and/or resetting the Password, the Customer may contact BKRM's Contact Centre as stated below.
3. If the Customer feels that his/her User ID and Password is known to someone else, the Customer should immediately change the Password or inform BKRM by immediately calling BKRM's Contact Centre Tele-Rakyat at 1-300-80-5454 (local) or +603 5526 9000 (international) which are available 24 hours or email at telerakyat@bankrakyat.com.my during office hours; Monday to Friday from 7.30am to 9.30pm, Saturday and Sunday from 8.30am to 5.30pm as soon as possible.
4. observe all security measures prescribed by BKRM concerning the Security Codes or generally in respect of the use of the iRakyat Internet Banking Services;
5. take all precautions to ensure and prevent unauthorized or fraudulent use of the iRakyat Internet Banking Services or any part thereof or the Security Codes;
6. take all reasonable precautions necessary to ensure that no other persons have or will be granted access to its User ID and Password including among others, committing the User ID and Password to memory and destroying any evidence of the same in any other form, not leaving the Customer's computer or access device unattended whilst accessing BKRM's Internet Banking Service; ensuring others do not see the Customer entering of the User ID and Password upon access to the Internet Banking Service and ensuring the proper log off from the Internet Banking Service upon completion of use;
7. be responsible for all access and/or use of BKRM's Internet Banking Service made via the Customer's User ID and Password whether it was in fact made by the Customer or by any other person(s) purporting to be the Customer;
8. keep the Security Codes secret and not let the same be accessible to any person (including the employees of BKRM) under any circumstances and at any time;
9. destroy the Security Codes upon termination of the iRakyat Internet Banking Services;
10. immediately inform BKRM in writing in the event of any losses, theft or damage to the Security Codes and until and unless the Security Codes are replaced, BKRM will not accept any instructions after receipt of such notification;
11. immediately change the User ID and Password if the Security Codes are exposed or suspected to be exposed to any person and BKRM shall not be held responsible or liable for any losses, damages or expenses which may be incurred or suffered in such circumstances;
12. notify BKRM immediately upon receipt of any data and information through or in relation to the BKRM's Internet Banking Service which is not intended for the Customer;
13. monitor the Accounts regularly and verify that there are cleared and sufficient funds in the Accounts before performing any required transactions;
14. immediately inform BKRM of any inaccuracy or irregularity in any of the Accounts and if the Customer has any reason to believe that the Customer's User ID and Password have been misused and/or compromised in any way; and
15. the Customer is also advised to periodically check his/her Account(s) balances at appropriate length of time subsequent to the transaction performed and to let BKRM knows of any irregularity or error.

18. Disclaimer by BKRM and Liabilities

1. Any incorrect description or other errors (including incorrect name(s) or account number(s) or amount of the transaction) in any instructions issued to BKRM; or
2. Transaction which cannot be effected or performed through the iRakyat Internet Banking Services for any reason whatsoever including insufficient funds, any failure, error, defect or interruption of the iRakyat Internet Banking Services whether arising from breakdown of communication, damage, destruction, mechanical or electronic or electrical or virus or power supply or failure of the system or strikes or industrial action or flood or earthquake or land slide or for any other reasons or events beyond the control of BKRM; or
3. Breach of any of the Customer of its obligations under this Terms and Conditions as well as the omission of the Customer, Beneficiary, the payee corporation, system, network or service provider or any other third party; or
4. Lack of information or the Customer's failure to provide the necessary information for the proper and complete execution of any Instructions; or
5. The Customer's failure to furnish timely accurate and / or complete information or Instruction in connection with any transaction or the performance of such transaction; or
6. The Beneficiary's failure to maintain relevant accounts whether with BKRM or otherwise, in order for BKRM to process the Instruction of the Customer; or
7. Customer's failure to maintained sufficient cleared and available funds in the Customer's account and/or any other applicable accounts for the purpose BKRM to process the Instructions of the Customer; or
8. Any failure on the Customer's part to follow the latest or current instructions, procedures, guidelines, or directions pertaining to the access and use of the Service; or
9. Any loss, theft, or unauthorized access and/or use of the Password and/or Customer's information; or
10. The inability to perform or execute any of the Instructions due to limits set by BKRM or any other applicable third party, from time to time; or
11. Any breakdown or malfunction of any equipment system or software used in connection with the Service including but not limited to any electronic terminal, server, telecommunication device, connection, system or any part of the system; or
12. The exercise by BKRM of its rights, obligations and discretion under this Terms and Conditions; or
13. Any intrusion or attack by any person, hardware, software or harmful components including but not limited to viruses, Trojan Horses, worms, malware, macros or other similar programs or routines (including hacking), other harmful components that may interfere any Website with the Service or System Materials; or
14. Any delay/ failure caused by the web browser software, computer viruses or related problems attributable to the service provided by the network service provider or other software providers; or
15. The Customer's access and/or use Service being prohibited, restricted, delayed or otherwise affected by any applicable laws and regulations of the country from where the Customer access; or
16. Any circumstances beyond BKRM's reasonable control; or
17. BKRM acting upon instructions sent electronically or by telephone by Customer or by reason of BKRM failing or refusing to so act if, acting in good faith, in Bank's opinion there is or are reasonable ground for such failure or refusal; or
18. Any damages or losses arising from unauthorized access to any channel service by a third party using any Electronic Keys, Customer ID, User ID or Digital Certificate.

19. Indemnity

1. arising directly or indirectly; or
2. which may arise out of the Customer's breach or violation of these iRakyat Terms and Conditions; or
3. any third party rights or Customer's use or purported use of our services; or
4. due to the delay and/or failure of such services.

19.2 This obligation to indemnify BKRM shall survive the termination of this service.

20. Suspension or Termination of iRakyat Internet Banking Services

21. Proprietary Rights

22. Severability and Waiver

23. Disclosure

1. all companies within BKRM's group;
2. its related companies;
3. agents and any organizations duly authorized to serve as BKRM's agent;
4. contractors;
5. financial service providers (e.g Takaful companies);
6. any parties duly authorized by the Customer (e.g lawyers, financial advisers or auditors);
7. BKRM's professional advisors (e.g auditors and legal counsel);
8. any regulatory authority which includes Bank Negara Malaysia (BNM), enforcement authority including but not limited to the police and tax authorities;
9. other service providers or companies which provide support, products or other services to BKRM, and to the extent permitted by the law;
10. any organizations that assist in fulfilling the transactions requested by the Customer; and
11. any parties pursuant to any law, Court Order and/or any other regulatory authorities.

24. Dispute and Enquiries

25. Notices And Communication

1. if delivered by hand, when delivered;
2. if sent by ordinary post or registered post, in its ordinary course of posting;
3. if sent by facsimile or electronic mail or digital transmission, when transmission has been completed;
4. if by displaying notices in any of BKRM's premises or branches, such notification shall be effective from the first day such notice is displayed;
5. if by advertisement made once in any national newspapers in English language or national language, such notification shall be effective from the date of publication of such advertisement; or
6. if by broadcasting message on BKRM's internet banking information website, such notification shall be effective from the first day of such broadcast.

26. Customer's Confidentiality

27. Force Majeure

In the event that BKRM is unable to observe or perform any of its obligations under the Terms and Conditions, whether in whole or in part, by reason of causes beyond its control including but not limited to equipment, system or transmission link malfunction or failure, fire, flood, explosion, acts of God, acts of terrorism, war (declared or undeclared), accidents, epidemics, strikes, floods, sanctions, lockouts, power blackouts or failure, labour disputes, acts, demands or requirements of the Malaysian Government or as a result of any international or supranational sanctions, or by any other causes which it cannot reasonably be expected to avoid, the performance of BKRM's obligations under the iRakyat Terms and Conditions as they are affected by such causes shall be excused for the duration of the abovementioned force majeure events. Further, BKRM shall not be liable for any losses or delay or inconvenience whatsoever and howsoever caused or arising from or in connection with any of the abovementioned force majeure events.

28. Time

Time wherever mentioned shall be of the essence of this Terms and Conditions.

29. Governing Law and Jurisdiction

30. Variation and Amendment

31. Personal Data Protection Act 2010 (PDPA)

1. communication;
2. rendering BKRM or its Subsidiary services;
3. processing transaction; maintaining account and facilities;
4. verification of financial standing;
5. responding to inquiries or complaints;
6. offers for contest participation and/or special activities;
7. conducting market and trends surveys and analysis;
8. fulfillment of any regulatory/legal requirements/applicable laws;
9. other legitimate banking business activities; and/or
10. such other purposes as set out in the general Terms and Conditions of the Products and/or any other BKRM's documents previously signed by the Customer.