Question 1

How do the Guidelines protect me?

Accepted Answer

We will provide you with transaction notifications and a reporting channel so that you may be alerted of unauthorised transactions and report them when they happen.

We will investigate claims of unauthorised transactions with the aim of achieving a fair and reasonable resolution. The Guidelines do not apply to transactions which you initiated because of a scam or fraud. Such transactions will be investigated by the police.

Question 2

What is a protected account?

Accepted Answer

Protected accounts are those that:

a. Are held by either individuals or sole proprietors, including those held jointly by multiple account holders; and

b. Can hold a balance of more than S$500 (or equivalent amount in another currency) at any one time, or is a credit facility, which can be used for electronic payment transactions.

Question 3

What type of transactions are covered by the Guidelines?

Accepted Answer

The Guidelines cover all payments from protected accounts initiated through electronic means, and where funds are received through electronic means.

The Guidelines do not apply to transactions which you initiated because of a scam or fraud.

Question 4

What are my duties as an account holder or account user?

Accepted Answer

The Guidelines set out your duties as an e-payment user to adopt good security practices. These include:

a. Keeping your contact details such as Singapore mobile number and email address with us up to date so that we can send you transaction alerts by SMS or email;

b. Opting to receive transaction notifications for all outgoing transactions of any amount.

c. Enabling alerts on any device used to receive such alerts;

d. Monitoring your transaction alerts and account statements for any unauthorised or erroneous transactions;

e. Practicing good digital security habits by protecting your access codes and not sharing with it anyone. If you need to record your access codes, keep it securely and make sure that it is only known to you and unlikely to be found by a third party;

f. Protecting access to your protected account;

g. Report to us immediately if you notice any unauthorised or erroneous transactions; Make a police report and furnish a copy of the report together with information about the unauthorised transaction us so that we can begin the investigation process;

Question 5

How can I report an unauthorized transaction?

Accepted Answer

Please call our 24-hour DBS Customer Service Hotline at 1800 339 6963 or +65 6339 6963 (Overseas) immediately for assistance. Our customer service officer will ask you to provide more details about yourself, your protected account and the transaction in order for us to commence investigations and update you.

Question 6

How can I report an erroneous transaction?

Accepted Answer

Please call our 24-hour DBS Customer Service Hotline at 1800 111 1111 or +65 6327 2265 (Overseas) immediately for assistance. Our customer service officer will ask you to provide more details about yourself, your protected account and the transaction in order for us to commence investigations and update you.

Question 7

What happens after I report an unauthorised transaction?

Accepted Answer

After receiving the information required to facilitate the investigation, we will complete an investigation of any relevant claim within 21 business days for straightforward cases or 45 business days for complex cases.

Complex cases may include cases where any party to the unauthorised transaction is residing overseas or where the Bank has insufficient information from you to complete the investigation. We will update you of the outcome of our investigation. If it has been assessed that you are not liable for any loss from the unauthorised transaction, we will credit your account as soon as our assessment is complete.

For erroneous or unauthorised transactions on credit cards, charge cards or debit cards, the dispute resolution process established under the respective card scheme will apply.

Question 8

What happens after I report an erroneous transaction?

Accepted Answer

We will endeavour to assist to recall the funds from the recipient and update you of the outcome. Longer time may be taken for more complex cases.

Question 9

What are my liabilities for losses arising from unauthorised transactions?

Accepted Answer

You will not be liable for any loss that arises from any action or omission by us, if you have complied with your duties as an account holder. For losses due to any other independent third party other than you and us, subject to the below, you will also not be liable if the outgoing transaction value is within S$1,000.

You will, however, be liable if it is ascertained that the primary cause was recklessness on your part, such as failing to protect your access code, login credentials or access to your protected account. Your liability will be capped at the transaction limit or daily payment limit, where applicable.

In all cases, we will conduct an assessment to determine the appropriate liabilities and work towards a fair and reasonable resolution.

For transactions on credit cards, charge cards and debit cards issued in Singapore, the apportioning of liabilities is governed by the ABS Code of Consumer Banking Practice.

Question 10

What are transaction notifications for?

Accepted Answer

They safeguard you against unauthorised and erroneous transactions. They are to alert you of such transactions so that you may report them to us for quicker resolution.

Question 11

What are the types of transaction notifications offered by DBS and how can I enrol for these notifications?

Accepted Answer

Please refer to our Transaction Alerts page.

Singapore	https://www.dbs.com.sg/personal/bank-with-ease/contact-us
China	400-820-8988
Hong Kong	https://www.dbs.com.hk/personal/contact-us.page
India	1-860-210-3456
Indonesia	0804 1500 327
Taiwan	(02) 6612 9889 / 0800 808 889

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