Privacy Policy

Introduction
The T.C. ZIRAAT BANKASI A.S. – ATHENS CENTRAL BRANCH (the "Bank") takes its users’ privacy very seriously and undertakes to comply in full with the applicable law (Regulation (EU) 2016/679 – hereinafter defined as the “GDPR”). This document (“Privacy Policy”) provides information on how the personal data collected by the Bank through this website (“Website”) are processed, and constitutes “an information notice to the data subjects” under the terms of art.13 of the GDPR. Specific privacy information notices are normally published in the Website sections in which users’ personal data are collected; in any event these are supplemented by this Privacy Policy.

Data Controller and DPO
The Data Controller is T.C. ZIRAAT BANKASI A.S. – ATHENS CENTRAL BRANCH, with registered offices in 2, Ermou Str. P.C. 105 63, Athens (“Controller”).
The Data Protection Officer (“DPO”) can be contacted at the following address: grdataprotection@ziraatbank.com.

The Data we process
The following data can be processed:
1) Ordinary personal data which you may provide when interacting with website functions, including browser data or requests to use services offered on the Website (e.g. registration in any reserved areas, competitions and other initiatives which may be present on the Website, use of any Apps, requests for information and reports submitted also through contact forms, etc.) as well as data collected by cookies as specified in the Cookie Policy;
2) Special categories of data such as those relating to health status (Article 9 of the GDPR). Where that occurs, processing is performed on the basis of the user’s consent, to comply with the obligations connected to adverse event reporting, to fulfil legal or regulatory obligations or contractual or pre-contractual obligations involving the supply of goods or services (including requests for information on our products and their correct use). In any event, the legal basis for processing of particular categories of data is Article 9.2 (a) and (i) of the GDPR.

Why and how we process your personal data
With your consent, the Bank may process your ordinary personal data to enable you to benefit from the available services and functionalities and optimise their performance, to perform statistics on its usage, to manage requests and reports received through the Website, to manage your registration to any restricted-access areas and initiatives (e.g. competitions) which may be present on the Website pursuant to Article 6.1.a of the GDPR. The Bank may also process your personal data to fulfil obligations stemming from laws, regulations and European Union law: the legal basis for the processing for this purpose is Article 6.1. (c) of the GDPR.
Furthermore, your ordinary and sensitive data may be processed by the Bank to handle notifications of adverse events (i.e. so called device vigilance), pursuant arts. 9.2.(a), (g) and (i) of the GDPR. Furthermore, with your optional consent, your ordinary personal data may also be used for institutional communications (including newsletters) or promotional activities (marketing) i.e., sending advertising material and/or commercial communications pertaining to the Bank’s services to the contact details  indicated using traditional methods and/or contact methods (i.e. paper-based mail, telephone calls with operator etc.) or automatic means (i.e. communications via Internet, fax, e -mail, text messaging, apps for mobile devices such as smartphones and tablets, social network accounts e.g. Facebook or Twitter, etc.). The legal basis for the processing for this purpose is Article 6.1. (a) of the GDPR.
Finally, the Bank may process your ordinary and sensitive personal data to protect its rights in legal proceedings or to apply the Bank’s Code of Conduct (Articles 6.1.(f) and 9.2.(f) of the GDPR). All your data are processed using automatic and electronic  instruments suitable to ensure full security and confidentiality.

Necessary processing and optional processing
The forms to be completed on this website require you to confer personal data which are strictly necessary to handle your communications and requests. Such Data are marked with an asterisk [*]. If you do not wish to confer them, we will not be able to handle your communication/request.
Conversely, forms may also provide the possibility to confer personal data which are not strictly necessary to handle your requests: providing such data is optional - failure to do so has no consequence.

Browsing data
If you only visit the Website (i.e., without sending communications or using any of the available services/functions), the processing of your data is limited to browsing data i.e., data whose transmission to the Website is necessary for the functioning of the computers which operate the Website and of the Internet communication protocols. This category includes, for example, IP addresses or computer domain used to visit the Website and other parameters pertaining to the operating system used to connect to the Website. The Bank collects these and other data (such as, for example, number of visits and time spent on the Website) merely for statistical purposes and in anonymous form in order to monitor the functioning of the Website and improve its performance. Such data is not collected to be associated with other information regarding, or for the identification of, users; however, such information, by its very nature, may enable the Bank to identify users through processing and association with data held by third parties. Browsing data are normally deleted following processing in anonymous form but can be stored and used by the Bank to detect and identify perpetrators of any computer offences committed to the detriment of the Website or using the Website. Without prejudice to this possibility and to the provisions of the Cookie Policy, the browsing data described  above are stored only temporarily, in compliance with law.

Links to other websites
This Privacy Policy applies only to the Website as defined above. Even though the Website may contain links to other websites (known as third party websites), please be informed that the Bank does not perform any access or control over cookies, web beacons or other user-tracking technologies that may be active on such third party websites, on the contents and materials published thereon, or on their methods of processing of your personal data; for this reason, the Bank expressly declines any liability for such matters. You should therefore verify the privacy policies of such third party websites and collect information about their terms and conditions and about how they process your personal data.

How we store data and for how long
In compliance with Article 5.1.(c) of the GDPR, the computers and programmes used by the Bank are set up in such a way to reduce the use of personal and identifying data to a minimum. Such data are processed only to the extent required to achieve the purposes indicated in this Policy, and will be stored for as long as strictly necessary for achievement of the specific  purposes pursued - in any event, the criterion used to determine the storage period is based on compliance with time limits permitted by law and the principles of data minimisation, storage limitation or rational management of our records.

How we ensure your personal data’s security and quality
The Bank undertakes to ensure security of the user’s personal data and comply with provisions on security provided by law to avoid data loss, illegitimate or unlawful uses of data or unauthorised access to data, with particular but not exclusive reference to Articles 25-32 of the GDPR. The Bank uses many types of advanced security technologies and procedures intended to aid protection of the user’s personal data; for example, personal data are stored on secure servers situated on premises with protected and controlled access. The user can assist the Bank to update and correct their personal data by communicating any change of address, qualifications, contact information, etc.

Persons who have access to the data
Persons belonging to the following categories are authorised to process the user’s data: technical and administrative staff, IT staff, product managers, device vigilance staff, as well as other staff members who require processing the data for performance of their job duties.
The Data can be communicated also in countries outside the EU (“Third Countries”) to other companies of Ziraat Bank and Ziraat Finance Group for the same purposes and/or for administrative and accounting purposes pursuant to Article 6.1.(f) and Recital 48 of the GDPR.

Additionally, the Data can be communicated, also in Third Countries, to: (i) institutions, authorities, public bodies for their institutional purposes; (ii) professionals, independent consultants – working individually or in partnerships - and other third parties and providers which supply to the Company commercial, professional or technical services required to operate the Website (e.g., provision of IT and Cloud Computing services) for the purposes specified above and to support the Bank with the provision of the services you requested; (iii) third parties in the event of mergers, acquisitions, transfers of business -or branches thereof, audits or other extraordinary operations; (iv) the Supervisory Board, based at the Controller’s address, in the pursuit of its supervisory activities and for the enforcement of the Bank’s Code of Conduct.
The mentioned recipients shall only receive the Data necessary for their respective functions and shall duly undertake to process them only for the purposes indicated above and in compliance with data protection laws. The Data can furthermore be communicated to the other legitimate recipients identified from time to time by the applicable laws.
With the exception of the foregoing, the Data shall not be shared with third parties, whether legal or natural persons, who do not perform any function of a commercial, professional or technical nature for the Controller and shall not be disseminated. The parties who receive the Data shall perform processing as Data Controller, Processor or persons authorised to process personal data, as the case may be, for the purposes indicated above and in compliance with the applicable data protection law.

Regarding any transfer of Data outside the EU, including in countries whose laws do not guarantee the same level of protection to personal data privacy as that afforded by EU Law, the Controller informs that the transfer shall in any event take place in accordance with the methods permitted by the GDPR, such as, for example, on the basis of the user’s consent, on the basis of the Standard Contractual Clauses approved by the European Commission, by selecting parties enrolled in international programmes for free movement of data (e.g. EU-USA Privacy Shield) or operating in countriesconsidered safe by the European Commission.

Your Rights
You may at any time exercise the rights afforded by Articles 15-22 of the GDPR, including the right to obtain confirmation of the existence of personal data which relate to you, check its content, origin, correctness, location (also with reference to any Third Countries), request a copy, request correction and in cases provided by law, restriction of processing, deletion, oppose to direct contact activities, oppose to direct marketing (also limited to particular means of communication). Likewise, you may always withdraw consent and/or make observations on specific issues regarding processing operations of your personal data which you regard as incorrect or unjustified by your relationship with the Bank, or lodge a complaint with the Data Protection Authority. You may contact the Controller and/or DPO at the addresses displayed above to make any requests regarding personal data processing by the Bank, to exercise your legal rights and to obtain an updated list of the parties who have access to your data.

Cookie Policy
The website (www.ziraatbank.com.gr) uses cookies to facilitate and personalise the user’s browsing experience; by browsing the Website, the user agrees to the use of cookies in compliance with this document.
This notice represents an extension of the cookie notification banner displayed when users first connect to the home page of this Website. There exist two categories of cookies:
- technical cookies: these are necessary for correct functioning of a website and to permit browsing by the user; without these the user may not be able to visualise the pages correctly or to use some services.
- profiling cookies: these are used for creating user profiles to send advertising messages in line with preferences shown by the user during browsing.
Cookies, whether “technical” or “profiling”, can also be classified as:
• “session” cookies, which are deleted immediately on closing of the browser;
• “persistent” cookies, which remain in the browser for a determinate period of time; these are used, for example, to recognise the device which connects to a website, facilitating user authentication operations;
“own” cookies, generated and managed directly by the operator of the website on which the user is browsing;
• “third party” cookies, generated and operated by parties other than the operator of the website on which the user is browsing.

The Website uses “technical” cookies and in particular the following types of cookie:
(i) own cookies, session or persistent, necessary to allow browsing on the Website, for the purpose of internal security and systems administration;
(ii) third party cookies, persistent, used by Website to send statistical information to Google Analytics, by way of which the  Company can perform statistical analysis of access/visits to the Website. The cookies used pursue exclusively statistical purposes and collect information in aggregated form. By way of two cookies, one persistent and the other session (expiring on closure of the browser), Google Analytics also saves a register with times of commencement of visits to the Website and exit from same. It is possible to prevent Google from taking the data by way of the cookies and the subsequent formulation of the data by downloading and installing the plug-in for browser from the following address: http://tools.google.com/dlpage/gaoptout?hl=it

You can choose to which cookies to give your consent. In the case of third party cookies, users shall provide or deny consent directly to the owner of the cookie in question, to which the Company merely refers: most third party cookies present on the website can be disabled by users on their own browser or by consulting directly the sites of the operators using the links indicated in the table below. In any event, we point out that disabling cookies could impair your ability to use the Website and/or prevent you from benefitting in full from the available functions and services.

The following table describes in detail the cookies present on the Website. The link to the privacy policy of the party which generates and manages those cookies is shown alongside each “third party cookie”:

       
     Instructions for operation of cookies on the various browsers:

Chrome

1. Select the menu on the upper right-hand corner of the browser tool bar
2. Select Settings
3. Select the link Show advanced settings
4. In the section Privacy select Content settings
5. In the section Cookie change the following settings based on the action required for operation of the cookies: Allow sites to save and read cookie data
6. Keep local data only until you quit your browser
7. Prevent sites from setting any data
8. Block third party cookies and site data
9. Manage exceptions for some Internet sites
10. All cookies and site data

For more information visit the relevant Google page

Mozilla Firefox

1. Click on the menu in the upper right corner of the browser tool bar
2. Select Options
3. Select the Privacy section
4. In the section Tracking, select the appropriate button if you want to communicate to sites your wish not to be tracked
5. In the section History, select from the drop-down menu Use Custom Settings change the following settings depending on the action desired for cookie operation: Accept cookies from websites (select the appropriate button)
6. Accept third party cookies (select from the drop-down menu one of the following Options: always, from most visited or never)
7. Store them for a set period of time (select from the drop-down menu one of the following Options: until they expire, when Firefox is closed or ask every time)
8. Again, in the History section, select Show cookies if you wish to clear the cookies present on your computer.

For more information visit the relevant Mozilla page

Internet Explorer
1. Click the Tools button
2. Select Internet Options
3. Select Privacy
4. In the scrolling menu, select one of the following options change the following settings according to what you want to do to handle the cookies: Block all cookies
5. High
6. Medium High
7. Medium
8. Low
9. Accept all the cookies
10. Select specific sites that you will accept cookie from: click “Sites” and in the “Address of
Website” box, type a website address then click “Block” or “Allow”

For more information visit the relevant Microsoft page

Safari
1. Open Safari
2. Click on Safari
3. Select Preferences and then click on Privacy
4. In the “Block Cookies” section choose the way Safari should handle cookies.
5. Click on Details to see which websites have stored their cookies

For more information visit the relevant Apple page

Opera
1. Start Opera
2. Select “Settings” in the main menu in the top left-hand corner of the screen
3. Select “Privacy & Security”
4. In the section “Cookies”, select one of the following options: Allow local storage
5. Keep local data only until I quit my browser
6. Do not permit sites to save any data
7. Block third party cookies and site data
8. By selecting the button “All cookies and site data” you can remove the cookies present on your computer.

For more information visit the relevant Opera page

Telephone Support: +302160024848

FAQ for Web Banking Application

User Account Management

Q1: My web banking account is locked. What can I do to regain my access immediately?

A1: The use can find the specific option underneath each field for retrieving blocked password or forgotten username. This option is located in the first screen of Ziraat web banking.

Q2:  I want a new password, how can I reissue a new one?

A2:  You may reissue new password directly from the forgot /blocked password option.

Q3: How can I modify my mobile number where I receive the OTP?

A3: The user must navigate to menu Update Customer Information and attach the new phone number document. Then the user can change the mobile number for receiving the OTP from the menu Account Settings.

Q4: I have forgotten my Username. How can I retrieve it?           

A4: You can retrieve the username by navigating to the Forgot Username Option and follow the instructions accordingly.

Q5: While trying to change my Password the message “Please check your credentials” appears. What did I do wrong?

A5: This means that the new password combination is not according to the system's requirements. Please create a password in accordance with the rules described below the screen.

Q6: I do not receive an SMS OTP. What may be the problem?

A6: You should ensure that the mobile number is inserted correctly and check the mobile provider signal. He/she can also visit our Branches to submit a verified mobile number.

Q7: I do not have Ziraat Bank web banking credentials. What do I need to do to have access at Ziraat Bank?        

A7: You can visit our Branches to apply for web-banking application.

Q8: My phone/credentials were stolen. How can I block my web banking access?            

A8: You are able to report it and block it from main menu option directly from the web site or you may directly call our contact number within the working hours.

Q9: Is it possible to receive SMS to a mobile number other than a Greek number (mobile phone service providers outside Greece)?

A9: Yes it is possible.

Bank Account Transactions

Q1: How do I see my account balances?

A1: Balances appear on the home page of Ziraat Web Banking. But you are also able to monitor your account balances on the left side of the screen from the Menu Deposits --> Accounts.

Q2: How can I see my loan accounts?

A2: Loans can be viewed on the home page and also on the left side from the Menu Loans. Otherwise you can contact your monitoring branch.

Q3: How can I see the balances in my accounts in other Banks?

A3: Not supported for now.

Q4: How can I see the transaction history of my accounts?

A4: At the home page screen the most recent transactions appear. But you may select the button Show All Transactions to see the transactions of the last 12 months. For the transactions exceeding this time limit, you may apply to our branches.

Q5: What is my IBAN?   

A5: IBAN stands for International Bank Account Number and it represents an account number written in a standard, internationally recognised format.  The user is able to retrieve it through the menu More-->Tools--> IBAN Calculator.

Q6: What is the BIC?      

A6: Bank Identifier Code (BIC) is the bank's sort code written in a standard, internationally recognised format.

Q7: How do I find a Bank’s BIC?

A7: BIC is found in the bank's account statements and in the accounts' passbook. From the menu Deposits-->Accounts-->Select account--> Account extrait the user is able to print a statement and check the BIC.

Q8: How can I send a remittance using Ziraat Bank web banking?

A8: You should choose the “Transactions" section from the main menu and then from Transfers option "To Other Bank Accounts". (From the menu Transactions -->Transfers--> and then select the appropriate transfer.)

Q9: How do I transfer funds to a third-party account within the Bank?

A9: Directly from menu Transactions-->Transfers--> To Ziraat Accounts.

Q10: How do I transfer funds to another bank?

A10: Directly from menu Transactions-->Transfers--> To other bank accounts.

Q11: How do I pay my loan instalment?

A11: The loan account takes the instalment directly. You should have amount availability on instalment date in your saving/current/checking account which is linked to the related loan account.

Q12:  How can I setup a recurring transaction?

A12:  You may chose the recurring option in each transaction screen in the field execution date and define the recurring settings.

Q13: How do I save a template for a transaction?

A13: You are able to save a frequently used transaction by creating a template before the transaction execution. You have to to press the button "Save Template", so it will be able to be retrieved when needed. Also you may go to the menu Transactions--> Transfers--> Save my template.

Q14: I am waiting for incoming funds, why I do not see them?

A14: This may occur for several reasons. The funds transfers in many cases are sent from the opposite bank in next business day. If you still cannot see the credit entry till the end of the next business day then please contact your monitoring branch.

Q15: When will the third party to receive my funds?       

A15: The account will be charged immediately. The order will be sent via DIAS with the current date if it has been worked and between 08:00 - 16:00. Otherwise the order will be executed the next working day.

Q16: How quickly is a money transfer to another bank executed?

A16: If not the same day then the transfer is completed the next working day.

Q17: Why the payment I did from web banking application never reached the beneficiary?

A17: There might be a variety of reasons. Kindly contact your monitoring Branch.

Q18: Why do I see differences in balances in my account?

A18: There might be commissions /amounts that are charged and restrained for future payments. But for further clarifications kindly contact your monitoring Branch.

Q19: I transferred an amount to another bank and X euros where deducted, why?

A19: All money transfers to other banks are charged with commissions and transfer expenses.

Q20: I cannot find the related company for my bill payment.      

A20: All company bills can be searched via Product selection or alternatively via RF code of the payment.

Q21: I am waiting for tax return and I cannot see the transaction.

A21: Just check that the IBAN and BIC of the account is correctly stated to the Ministry of Finance, which is responsible for the deposit of the amount.

Q22: Can I send an IRIS online payment through Ziraat Bank web banking?

A22: It is not supported for now.

Q23: How can I request cancellation or modification of a remittance after the execution date through Ziraat Bank web banking?

A23: You can ask for a recall after the remittance reaches to the other bank only by contacting directly your monitoring Branch.

Q24: How can I return an incoming remittance which has already been credited to my account through Ziraat Bank web banking?

A24: It should be recalled from the other bank.

Q25: How can I cancel a bill payment order?

A25: If it is a mandate, from More section in the main menu press the "Standing Orders" button and set the order's status as FINAL. If it is a one off bill payment please contact to your branch in order to cancel the transaction before it will be sent to the organization. (After the payment is executed the only way is to ask it back form the organization and the return depends on their respond)

Q27: How can I cancel a transaction?

A27: Please contact to your branch.

Q28: I want to dispute a transaction, what is the procedure?      

A28: Please contact to your branch.

Q29: How do I print or reprint a voucher?

A29: You are able to print the transaction's voucher after it is successfully executed, by pressing the relevant button at the pop up message that appears at the end of the transaction. Also, you are able to reprint a transaction's voucher by choosing the desirable transaction from "My transactions" table and then by pressing the button "Voucher". From the opened screen you may choose the printing option.

Q30: How can I see the particulars of an incoming fund transfer?

A30: From menu More-->Manage remittances-->Select Date & Press Search--> Select the desired remittance and press remittance status (blue cross) --> and then Remittance details or remittance history.

Q31: How can I see if a transaction (deposit or debit) has been made to one of my accounts?   

A31: You may choose the account and fill in the desirable period duration in search fields. Then please press the "Search" button and when the information appears you can see can see the transactions of the account one by one.

Q32: Why do I see an amount blocked/unclear in my account?

A32: Because there may be a future or current payment/transfer in progress. For further clarifications kindly contact your monitoring Branch.

Q33: Can I open another account online?

A33: Yes, the user can open an account from the menu Deposits--> Open new account and from there he/she can open either Savings Account or Time deposit Account.

Q34: How can I open / close an account?

A34: To open Savings account or Time deposit account the user can perform it either from a bank branch or from web banking while to close an account can only be done from a branch.

Q35: How can I renew my term deposit?

A35: Term deposit renewal if not automated can only be done through a Branch. Otherwise, you can open a new term deposit as soon as the previous has expired.

Q36: I cannot see my account in Ziraat Bank Turkey, why?

A36: From this application you have access only to the accounts that belong to Greek branches.

Q37: Can I transfer funds from Turkey or to Turkey?

A37: The fund transfer from your Turkey accounts is only available through our branches in Greece. In the near future you will be able to make fund transfer to Turkey accounts via web banking application.

Q38: What are the costs of web banking transactions?  

A38: All charges are detailed described on our Bank's web site under Terms and Policies section Pricelist.

Q39: My account is flagged as blocked / pledged, why?

A39: Any account that is not used for 12 months or more is blocked for safety reasons and flagged as dormant. But for further clarifications kindly contact your monitoring Branch.

Other

Q1: What are the messages / alerts?

A1: Messages/alerts are sent from the bank for informative issues and they are visible to customer's accounts when they log in at web banking.

Q2: How can I reply to messages?

A2: No reply is needed, you may contact with the bank via mail or phone in case of need.

Q3: Can I renew my details and which?

A3: Yes, you are able to renew your information by choosing the section "More" from the main menu and then the "Update Customer Information" button. The documents that you can renew are described at the specific section. The following fields can be updated: 1) Home address/telephone contact 2) Business Information 3) Tax information/Income. Information will be finally updated after relative processing by monitoring Branch.

Q4: What type of files can I upload?       

A4: You are able to upload .pdf, .jpeg, .gif, .png file types

Q5: Why I cannot upload a document?

A5: It may be possibly because the document trying to upload exceeds the proposed size or the browser needs update or the upload document format is incorrect. Size limit is up to 1 MB.

Q6: Which documents do I have to provide to the Bank?

A6: The accepted documents are described at More section -> Update Customer Information button. If you press the arrow next to each files category you will be able to see the documents that are accepted by the bank.

Q7: I have a joint account, can I renew documents of the other beneficiary?

A7: No. There is not such an option for updating the documents of the beneficiary. The other beneficiary is able to upload his/her documents himself/herself by entering at web banking with his/hers credentials.

Q8: I want to increase/decrease my daily transaction limit, how do I do that?

A8: Please contact to your branch.

Q9: Why is there a time limit for the user log on the page?

A9: The time limit is set for safety reasons, in case of no actions at the page for the remaining time you will be automatically logged off.

Q10: I spent XX minutes in web banking and I was logged out automatically, why?

A10: There is a time limit of 10 minutes on line availability in the cases where the web banking menu is not used. This is done for safety reasons according to regulatory requirements.

Q11: Can I suspend / increase the elapsed time?

A11: You can refresh the remaining time either by taking an action on the page or by pressing the relative circled arrow next to the remaining time.

Q12: What can I do when a technical problem occurs?   

A12: Please contact to your branch via telephone or e-mail.