Contents Management report Corporate governance Consolidated financial statements Financial statements Pillar 3
Availability of systems
By far most of our customers take care of their banking online.
Therefore, the availability and stability of our online systems
are of the utmost importance. We make every effort to ensure
the availability of our internet and mobile banking services and
Rabophone.This is not always 100 percent successful, but the
improvements we made in 2015 have paid off.The number
of outages decreased from 152 in 2014 to 84 in 2015.
The availability further increased in 2015 compared to 2014.
Availability
2015
2014
Internet banking
99.8%
98.9%
Mobile banking
99.8%
99.0%
Rabophone
99.9%
99.7%
We post the availability numbers on www.rabobank.nl every
month. In addition, we publish the numbers for Internet and
Mobile Banking on the site of the Dutch Payments Association.
Maximum availability remains our main goal. To achieve this, we
will continue to invest in the knowledge and expertise of our
employees and systems in 2016.
Fraud
Cybercriminals keep trying to commit fraud through online
banking. In this, we see that criminals are more and more
focused on business customers. We received a lot of reports
of customers with regard to internet scams and invoice fraud.
The damages have not increased in 2015.This is mainly thanks
to our policies with regard to fraud detection and the roll-out
of the Rabo Scanner (the successor of the Random Reader, the
device that customers can use to log into their online banking
account). Internationally the damages as a result of fraud
attempts on our internet channels are marginal.
The Security Operations Centre of Rabobank saw a substantial
increase in the number of attacks on the infrastructure of the
bank itself. We view cybercrime as a remaining and increasing
threat, which is a direct result of the increased digitalisation of
society. By acting prudently and making timely investments, we
can conquer the threats.
Privacy
Rabobank places great value on the privacy of customers and
employees and the safety of personal information. We process
personal information in accordance with the stipulations of
the Personal Data Protection Act and other legislation and
regulations that apply. We pursue a globally mandatory internal
privacy policy for customers and employees. This applies to
all business units over which we have more than 50 percent
control. Within the bank, the Chief Privacy Officer serves as
an independent official. He monitors the compliance with the
privacy requirements and the maintenance of a good balance
between all other legislation and regulations.
Tailor-made services for wholesale customers
For our wholesale customers (income EUR 30 to 250 million)
and large corporate customers (income more than
EUR 250 million), we introduced a new online environment for
corporate banking in 2015: Rabo Corporate Connect.
Via this portal, they have access to their accounts, payments
and an overview of interest rates and currency positions, price
information and other relevant knowledge.The platform is
intended for customers who are located in the Netherlands, are
internationally active or have complex product requirements.
For example, transportation companies, retailers, food
companies and temporary staffing agencies. Rabobank is
the first major Dutch bank to provide financial insight and
an overview on a single corporate customer platform.
O Read more about Rabo Corporate Connect
Direct banking scores high
Online banking does not only get a lot of attention in
the Netherlands. Our internet savings bank RaboDirect has
been keeping in touch with international depositors on a daily
basis for years, only via e-mail, online media, social media and
phone.This happens in Belgium, Germany, Ireland, Australia and
New Zealand.
In 2015, our online savings banks again scored extremely well.
A random sample among a thousand customers of RaboDirect
Germany showed that 94 percent is satisfied with the service
provided. RaboDirect Ireland was even declared one of the
most beloved brands of the country. The main compliments
concerned customer convenience, the friendly service, and the
fact that no complicated financial language is used.
H j Read more: Loval customers despite limited contact
76 Rabobank Annual Report 2015
