Customers
We understand our customers’ needs and offer innovative, convenient, reliable and high-quality banking services. We listen carefully to customers’ voices through a range of communication channels and strive to optimise customer experience.
Driving digital transformation to deliver innovative solutions to our customers
Financial Inclusion
Our local branch and self-service banking network is the most extensive in Hong Kong. Widely distributed across the city and in remote areas, it ensures equal access to banking services for all.
The above figures are up to the end of 2023. Please refer to the official website of Bank of China (Hong Kong) for the most updated information on our service network
We offer various services that meet the needs of elderly and disabled people.
The above figures are up to the end of 2023. Please refer to the official website of Bank of China (Hong Kong) for the most updated information on our service
We have implemented various financial initiatives to support people’s livelihood.
- Support Cash Payout Scheme and help Community Care Fund distribute allowance
- Provide free standing instruction remittance for Hong Kong Social Welfare Department’s Guangdong Scheme, Fujian Scheme and Portable Comprehensive Social Security Assistance Scheme
- Reverse Mortgage Programme
- Issuance and sale of Silver Bonds
- Consumption Voucher Scheme
- Introduced e-CNY personal services
We have launched a series of measures to support the development of SMEs.
- “BOC Connect” App is an all-in-one business platform with informative and interactive functions which allow corporates to explore infinite business opportunities
- Supporting Commercial Data Interchange (CDI) launched by the HKMA, utilising various commercial data to facilitate application for financing
- Participating in the SME Financing Guarantee Scheme launched by the HKMC Insurance Limited, helping SMEs obtain financing
- Launched the “SME Toolbox” one-stop financing solution for SME customers to achieve low-carbon transition
Customer Protection
Customer information is collected in an appropriate manner and great care is taken to prevent any unauthorised or accidental access, processing, deletion, loss or use. Our personal data privacy policy has been formulated in accordance with the Personal Data (Privacy) Ordinance of Hong Kong and is reviewed annually. All departments are required to strictly implement this policy, and subsidiaries are required to make reference to the main principles and measures of the policy and combine their own business, structure and regulation to establish their own privacy-related policy.
The development, approval and implementation of our technology risk management policy is overseen by a Board-level Risk Committee. Our “Three Lines of Defense” technology risk management system ensures that all technology risks are identified, evaluated, monitored, controlled and reported. We use multiple layers of defense technology to bolster our cyber-security defenses and conduct regular cyber-security incident drills.
Customer experience
We have robust internal mechanisms in place to continuously improve product and service quality. Feedback surveys targeting different customer groups are regularly conducted to enhance customer experience.
To safeguard the interests of our customers, we have developed regulations and provisions for our banking services based on all relevant laws and regulations applicable in Hong Kong. We also have internal administrative measures on product development to set out the management principles and procedures for governing product development and due diligence on risk.
To meet customer demands, we have established a technology innovation mechanism for developing digitalised banking services. Through our Digitalisation Committee and Innovation Laboratory, we have successfully implemented several innovative financial technology services, achieving technology-driven business reform and enhancing the overall banking experience.
To enable our customers to make informed financial decisions, we provide fair and transparent product and service information. We also actively promote financial knowledge among the public.
- We offer customers with professional investment information and diversified online investment seminars through mobile banking
- Launched a new mobile banking function “BeLeaf”, which covers 3 major scenarios: Wealth Management, Smart Spending and Low-carbon Living
- In 2024, BOCHK hosts over 40 financial education seminars across Hong Kong to enhance financial literacy of local citizens and raise their awareness against fraud
