Kamana Sewa Bikas Bank Customer Privacy and Security Statement
This Privacy Statement (“Statement”) applies to all Kamana Sewa Bikas Bank (KSBBL) customers who have subscribed for Digital Banking services (including but not limited to the mobile apps, ATM, POS, Online Account Opening, Online Account Block). The term “KSBBL” or “we”, “us”, or “our” that may appear in the digital banking application distributed, controlled and owned by us refers to KSBBL. This statement describes how our digital banking services may collect, use and share information from or about you.
Agreement to Statement
By viewing and using the KSBBL digital banking services, you consent to this statement which includes your consent to disclose and use information about you in the manner detailed in this statement. Other privacy policies may also apply in addition to the terms of this privacy statement, including but not limited to our statements.
Gathering, Using and Sharing: Information that we collect
Information that we may collect about you through digital banking services includes information that you voluntarily disclose at the time of subscription such as:
- Personal identification information: Like Full name, ID card with or without photo, date of birth, gender, citizenship status.
- Family information: Like marital status, number of dependents
- Contact information: Like customer phone numbers, address, email addresses
- Financial information: Like income, employment situation, salary, personal assets and liabilities, financial statements.
- Interactions and preferences information: Like data which relates to the products and services, data from customer interactions with Bank, Bank's website, and applications.
- Education and employment information: Like resume, level of education, employment, interview notes, remuneration, references.
- Activities information: Activities when customers are logged in to the KSBBL digital banking services.
We do not gather additional information associated with your electronic devices through cookies and other technologies. We do not share customer information with external parties except in the
following circumstances:
- When required by law or regulatory authorities
- With our authorized third-party IT service provider under strict confidentiality agreements and our supervision
- For dispute resolution purposes with customer consent
- With service providers necessary for banking operations (specify: payment processors, credit bureaus, etc.)"
Working with Other Companies
The Digital Banking Service technology provided by us has been developed by a third party IT company. However, the entire technology is owned by KSBBL and all data pertaining to the system is securely hosted by KSBBL. The third party company has no access to this data unless authorized by us. At times we may be required to allow the third party company to gain limited access to the information you provide in order to seek technical support or in cases of dispute handling. Such cases always and only occur with our authorization, supervision and presence.
Security Measures
We apply several security measures to protect your information such as Endpoint Detection and Response (EDR) to secure customer data stored in the server, Transport Layer Security (TLS) protocol for data encryption, a router loaded with a firewall to regulate the inflow and outflow of server traffic, and intrusion detection systems to safeguard your interests. In addition, we continually take proactive steps to ensure that our security solutions are in line with enhancements and advancements in the industry.
SMS/Emails generated by our Digital Banking Services use encryption standards to help ensure that information passes to KSBBL without being intercepted by third parties. Reply messages sent by the digital banking services use masking features to hide the first few characters in your account number / ATM Cards or wherever applies. To help prevent misuse of services and authorize access to your banking information, you are always required to type in your MPIN provided by the bank. As always, we strongly encourage you to assist us in that effort by not sharing your MPIN with anyone.
Data Retention
We retain your personal information for as long as necessary to:
- Fulfill the purposes outlined in this statement
- Comply with legal and regulatory requirements (minimum 7 years for financial records as per Nepal Rastra Bank directives)
-
After account closure, we retain your information for the minimum period required by applicable laws and regulations, after which we securely delete all personal information.
Data Deletion
You can request deletion of your account and associated personal information at any time by contacting us through the feedback portal. Upon receiving your request, we will:
- Delete your personal information from our active databases
- Ensure that any residual copies in our backup systems are securely erased within a reasonable timeframe
- Retain only the information required by law for the mandatory retention period
Please note that certain information may be retained for legal and regulatory compliance purposes even after deletion request, in accordance with Nepal Rastra Bank directives and applicable banking laws.
Questions and Concerns
KSBBL, realizes that quick and effective handling of complaints as well as prompt corrective & preventive actions to improve processes are essential to provide excellent customer service to all segments of customers. We want to make sure that you get only the best of service from us, service which you, our valued customer, deserve.
The bank shall ensure that all the complaints received are recorded and resolved, but shall also ensure effective monitoring / escalation mechanism to ensure customer complaints are resolved in a proper and time bound manner with detailed advice to the customer.
In case you need any information regarding KSBBL's products and services, interest rates, digital banking services, and interruption in services, please contact us at:
Telephone: +977- 015970030,
Mobile : 9851322953 (NTC), 9801571101 (Ncell)
or write to us at
Department
KSBBL Customer Care Email ID
General Queries
customercare@kamanasewabank.com
Queries related to Cards
cardcenter@kamanasewabank.com
Escalation Levels
Level 1 –Submitting a complaint for the first time
The customer can personally visit the location and complaint in writing to the Branch Manager or raise complaint through our mobile application and social media platform such as Messenger, Viber, Instagram etc.
Level 2 – You are not satisfied with first response
In case if you are not satisfied with the response, please write explaining the details of the concern. You will receive a response within a period of 3 working days of Service Excellence Unit receiving the complaint.
Customers are required to provide them their earlier interaction with the Bank Staff / complaint raised in any one of platform, to help us understand and address their concerns.
KSBBL will take all its effort to solve your compliant/ query at this level.
Grievance Handling Officer
Email: customercare@kamanasewabank.com
Contact No .: 9851366310/01- 5970030
URL : https://grievance.kamanasewabank.com/feedback
Statement Updates and Effective Date
This statement is subject to change and any changes to this statement will become effective when posted on this website. Your use of the application following these changes means you accept the revised statement.
Released Date: 2026 February 10
