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Zanaco Privacy Policy



Zambia National Commercial Bank Plc (‘Zanaco’, ’We’, ‘Us’, ‘Our’) is committed to protecting the integrity, confidentiality, and security of all company data, including personal data, regardless of its source, ownership, or storage medium.


Zanaco, as your data controller and processor, is committed to complying with national and international data protection regulations in safeguarding the privacy, confidentiality, and trust of the data subjects and the security of all company data.

Personal Data comprises all the details that Zanaco holds or collects about you, directly or indirectly, including your name, identification number, age, gender, location data, transactions, financial information, interactions, and dealings with us. This includes information received from third parties, collected using our website, cookies, and our electronic banking services.

This Policy Statement, together with Zanaco Terms and Conditions for Zanaco Accounts, set out the basis on which any Personal Data Zanaco collected from you, or that you provide to Zanaco online or offline, will be processed by Zanaco. Please read the following carefully to understand our views and practices regarding your Personal Data and how we will treat it. Zanaco will process all your Personal Data strictly for the intended purpose, and in accordance with applicable Data Protection laws and international best practices around Data Protection.


Data processing includes any operation or set of operations performed on Personal Data, whether by automated means or manually, including collection, recording, storage, use, copying, and transfer. Zanaco will collect and process your Personal Data for purposes including:
• Complying with legal and regulatory requirements and conditions set as mandatory for the conduct of banking business in Zambia and internationally.
• Establishing and maintaining the contractual relationship between Zanaco and yourself.
• Enabling Zanaco to provide a wide range of banking services to you.
• Developing, testing, and improving banking products and services.
• Disclosing and obtaining information from Credit Reference Bureaus (CRBs) regarding your credit history.
• Operational purposes.
• Protecting the legitimate interests of Zanaco.


Please note that Zanaco may share your Personal Data as required by law or by order of any competent court or (semi-) governmental authority or in matters of public safety or policy. Under strict conditions of confidentiality, we may share your Personal Data with our agents and Zanaco contractors who may use it on Zanaco’ s behalf or in connection of furtherance of the contractual relationship with Zanaco in order to enable us provide banking services to you.


Subject to legal and contractual exceptions, you have the following rights to your Personal Data under the terms of applicable laws:

a) Right to be informed. To be informed about the collection and use of your Personal Data.
b) Right to access. To request access to and obtain a copy of your Personal Data. Zanaco may be allowed by law to charge a fee for this.
c) Right to erasure. To request Zanaco to delete your Personal Data if Zanaco no longer have a valid reason to retain and process, subject to all applicable laws.
d) Right to rectification. To request that Zanaco correct your Personal Data. This can be done at your nearest branch or through your relationship manager.
e) Right to object. To object to processing of your Personal Data in certain circumstances as defined by applicable laws.
f) Right to data portability. To request a copy of your Personal Data in a machine-readable format.
g) Right to restriction of processing. To restrict processing of your Personal Data in well-defined circumstances as defined by applicable laws.
The rights stated above may be exercised with reasonable frequency and without undue delay, at your nearest branch or through your Relationship Manager.


Zanaco collects certain information from and about our visitors in four ways, i.e.:
• From the Zanaco web server logs;
• By means of cookies;
• With the assistance of third-party marketing technologies provided by reputable service providers or vendors; and
• Directly from you.


When you visit the Zanaco website, we may track information to administer the site and analyze its usage. With each visit, Zanaco may automatically collect the following information:
• Technical information, including the Internet Protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time-zone setting, browser plug-in types and versions, operating system, and platform.
• Information about your visit, including the full Uniform Resource Locators (URL) clickstream to, though, and from our site (including date and time); products you viewed or searched for; page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page and any phone number used to call our customer service number.


Cookies are small text files stored on your computer by your browser. They are used for many things, such as remembering whether you've visited the site before, so that you remain logged in, or to help us work out how many new Zanaco visitors we get each month. Cookies do not constitute nor comprise Personal Data about you, to the best of Zanaco’s knowledge they cannot harm your computer and do not contain any viruses.
Zambia National Commercial Bank Plc uses cookies to improve your experience on this site. Zanaco would like to inform you of a few things about our cookies:
• Certain cookies are essential to the proper function of this site.
• Zanaco do not track your personal activities when you're not on this site.
• Zanaco uses analytics cookies to help us understand what content is most useful to Zanaco website visitors.


• Analytics: Zanaco track site traffic patterns to identify popular site content and potential site problems.
• Zanaco also use cookies to split some users into test groups to test new site features.
You can choose to have your computer warn you each time a cookie is being set, or you can choose to turn off all cookies; you can do this through your browser settings. Each browser is a little different, so look at your browser's 'Help Menu' to learn the correct way to modify your cookies. If you turn cookies off, you will not have access to many features that make your experience more efficient, and some of Zanaco’s services will not function properly. Blocking or deleting cookies from the site may also prevent you from using the site.


Any information submitted to Zanaco during a support issue will only be made available to Zanaco.


Zanaco may provide summary statistics about the interests and preferences of visitors to the Zanaco website, traffic patterns, and related site information. These statistics do not include personally identifiable information.


Zanaco uses technical security measures to prevent the loss, misuse, and alteration of your Personal Data under Zanaco control. All Personal Data you provide to us is stored on our secure servers. Where Zanaco has given you (or where you have chosen) a password that enables you to access certain parts of the Zanaco site, you are responsible for keeping this password confidential. Zanaco will never ask you to share any of your Passwords, and you are requested not to share any password with anyone.
Unfortunately, the transmission of information via the internet is not completely secure. Although Zanaco will do its best to protect your Personal Data, Zanaco cannot guarantee the security of your data transmitted to the Zanaco site; as such any transmission is at your own risk. Once Zanaco have received your information, Zanaco will use strict procedures and security features to prevent unauthorized access.


The data that Zanaco collects from you may be transferred to, and stored at, a destination outside your country of residence. By submitting your personal data, you agree to this transfer, storing, or processing. The security of your Personal Data is important to Zanaco; therefore, Zanaco will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with Zanaco Data Protection and Privacy Policy, international best practices relating to Data Protection and the applicable Data Protection Laws.


Zanaco will generally retain your Personal Data and Banking records for a minimum period of 10 years, as required by the Law.


By using any of our Banking Products, Channels and Platforms, you agree to this Data Protection and Privacy Policy and consent to the collection, processing and retention of your Personal Data. The Personal Data will be collected, processed and retained while respecting your rights as a Data Subject and in accordance with the provisions of the Data Protection Act of the Laws of Zambia. Kindly note that you will be deemed to have accepted the terms of the Statement should you proceed to use our products, services, channels and platforms without reservation. Should you require any reservations or seek clarifications regarding the Statement, kindly contact us using the contact details below.


Besides in-person communication, we use a wide array of channels to engage with you regarding your existing products and services and to keep you updated. These include SMSes, email, phone calls, automated calls, notifications sent to your mobile device and in-app notifications. We need to keep you up to date on an ongoing operational basis about your existing products and services and their new features especially where we are making them more secure and as we make banking more convenient for you. We may contact you through these means for research purposes or to communicate with you for marketing of new products or services as explained in greater detail below.


It is Zanaco policy to post any changes Zanaco make to the Zanaco Data Protection and Privacy Policy on this page, and you are advised to visit this site regularly to check for any amendments. Changes to this policy become effective when published and will come into effect immediately


If you have any queries or concerns about the processing of your Personal Data that is available with Zanaco, please discuss this with your nearest branch or relationship manager or you may send an email to [email protected]. If your queries still not be addressed to your satisfaction, you have the right to lodge a formal complaint through our Complaint Handling Process (Please refer to our complaint handling procedure)
Zanaco will address your concerns in accordance with Zanaco Data Protection and Privacy Policy, applicable law and international best practice relating to Data Protection.