Payment services Surge in mobile banking Number of active users mobile banking educate business owners about business loans. Rabobank also uses Ondernemersklankbord, a feedback platform for businesses, to provide information about guidance for start-ups, support for businesses and bankruptcy prevention. In Port4Growth, Rabobank has teamed up with a number of partners for fast-growing businesses. Port4Growth is a nation-wide network specialising in growth, for and by business owners. The number of customers using Rabobank mobile banking applications more than doubled in 2012 to reach over 1 million at year-end. Customers make use of mobile banking on a daily basis; corporate customers even use it several times a day. Mobile banking helps customers to better understand and control their finances. Its frequent use makes mobile banking one of the most important contact points with the customer. Rabobank plays a leading role in mobile payment solutions. Rabobank took an equity interest of 80% in MyOrder in 2012. Rabobank invests in MyOrder because it links up retail and wholesale clients. The smartphone app can be used not only to pay for products and services, but also to order them. MyOrder is available in more than 4,000 locations, from shops, restaurants and bars to cinemas and parking meters. Payments are processed via MiniTix, iDEAL, credit card and PayPal. Now that Rabobank has invested in it, this app is ready for further development. As consumers are increasingly making purchases online, the number of online payments is rising accordingly. More than 10 million payments per month are now being made using iDEAL. As a result, iDEAL is the most preferred payment tool by far. Especially for business owners who run an online shop, Rabobank introduced the Rabo OmniKassa, a single online till for all sales one-stop-shop principle and its pricing were a success. There were n operation at year-end 2012. Safe online banking Online and mobile banking have become part of life. As a result, the safety and security of systems and mobile equipment have grown increasingly important. There are many forms of crime that are committed using a computer or a network. This is referred to as cybercrime. Rabobank was also a target of cybercrime attacks in 2012. In 2012, several of our customers fell victim to phishing and sophisticated virus attacks. Rabobank investigates every report of fraud separately and compensates customers if they prove to have exercised due care. If they were careless, for instance by sharing their access and authorisation codes with others, the bank may decide not to compensate the damage. In addition to the effects of cybercrime, Rabobank also suffered from technical malfunctions in 2012. These malfunctions affected the availability of online and mobile banking solutions. Rabobank has once again implemented additional prevention and detection measures over the past year to minimise the impact of increasing cybercrime and the chance of technical malfunctions. Bank cards blocked outside Europe Op 1 June 2012, Rabobank blocked a large number of bank cards for use outside Europe. This block was introduced to prevent losses due to skimming and to limit inconveniences for customers. Stolen bank cards are mostly used to withdraw money outside Europe. Customers can easily lift or reapply the standard block for one or more continents themselves via Rabo online banking or their local Rabobank. The block can also be lifted temporarily, for instance when costumers go on holiday. The block works: losses due to skimming have fallen by 77%. Migration to SEPA 2013 is the year of the migration to a Single Euro Payments Area (SEPA). Starting from 1 February 2014, there will be no more differences between domestic and cross-border payments and collections in Europe. In addition, all existing bank account numbers will be switched to international IBAN numbers. All Rabobank customers will be migrated to SEPA in 2013. The impact will be minor for most of them as they will be migrated automatically and in stages. In 2012, Rabobank focused mainly on customer groups who will be relatively heavily x 1,000 1,200 1,000 2009 2011 2012 Corporate clients Private individuals channels, early in 2012. The 3,500 Rabo OmniKassa tills i 38 Annual Report 2012 Rabobank Group

Rabobank Bronnenarchief

Annual Reports Rabobank | 2012 | | pagina 39