Privacy and Security Statement of Cooperative Bank of Oromia S.C. (Coopbank)

Last Updated: August 2026

Cooperative Bank of Oromia S.C. (“Coopbank”, “we”, “us”, or “our”) is committed to protecting the privacy, confidentiality, and security of the personal and financial information entrusted to us by our customers, website visitors, users of our digital platforms, and other stakeholders.

This Privacy and Security Statement explains how Coopbank collects, uses, stores, protects, and, where necessary, shares personal information through our websites, mobile applications, digital banking platforms, products, services, and other communication channels.

By using Coopbank’s websites, applications, and digital services, you acknowledge this Privacy and Security Statement and agree to the applicable terms, subject to your rights under applicable laws and regulations.

 Information We Collect

Depending on the products and services you use, Coopbank may collect information that you provide directly to us and information generated through your interaction with our services.

This may include:

– Full name and other identification information
– Date of birth and identification document details
– Contact information, including telephone number, email address, and physical address
– Account and transaction information
– Information required to provide banking, financing, payment, remittance, and other financial services
– Information provided when applying for products and services
– Business and financial information where required for business or financing services
– Device and technical information, such as IP address, browser type, operating system, device identifiers, and application information
– Location information where enabled and necessary for specific services
– Login and authentication information, including PINs and biometric authentication where applicable
– Information relating to your use of our websites, mobile applications, and digital platforms
– Communications and enquiries submitted through our customer service channels
– Information collected through cookies and similar technologies

We collect only information that is reasonably necessary for providing our services, fulfilling our legal and regulatory obligations, managing risks, improving our services, and other legitimate banking purposes.

How We Collect Information

We may collect information:

– Directly from you when you open or use an account or apply for a product or service
– When you use our websites, mobile applications, digital banking platforms, ATMs, POS services, or other digital channels
– When you contact our customer service or communicate with us through official channels
– Through transactions and interactions with Coopbank
– From authorized service providers and business partners involved in delivering our services
– From publicly available or legally authorized sources where permitted by applicable laws and regulations
– Automatically through cookies, analytics tools, and similar technologies when you use our digital platforms.

 How We Use Your Information

Coopbank may use personal information for purposes including:

– Opening, maintaining, and administering customer accounts
– Processing transactions, applications, payments, transfers, remittances, and other requested services
– Verifying your identity and authenticating transactions
– Providing and improving our banking products and services
– Assessing eligibility for financial products and services
– Managing credit, operational, fraud, cybersecurity, and other risks
– Detecting, preventing, and investigating fraud and unauthorized activities
– Meeting legal, regulatory, accounting, audit, and reporting requirements
– Communicating with you regarding your accounts, transactions, products, services, and important updates

– Providing customer support and responding to enquiries and complaints
– Conducting research, analytics, and service improvement
– Understanding customer needs and developing or improving products and services
– Providing relevant information about Coopbank products, services, campaigns, and offers where permitted
– Maintaining and improving the security, performance, and functionality of our digital platforms
– Protecting the rights, property, and legitimate interests of Coopbank, our customers, and other stakeholders

 Consent and Lawful Processing

Coopbank processes personal information in accordance with applicable laws, regulations, contractual obligations, legitimate banking purposes, and, where required, customer consent.

Where consent is required, we will obtain it through appropriate channels. You may have the right to withdraw consent for certain types of processing, subject to applicable laws and contractual or regulatory requirements.

Withdrawal of consent may affect our ability to provide certain products or services where the relevant information is necessary for their delivery.

 Confidentiality and Disclosure of Information

Coopbank treats customer information as confidential.

We do not disclose personal or financial information to unauthorized persons or organizations.

Information may be disclosed where necessary and permitted or required by law, regulation, court order, or competent authority, including the National Bank of Ethiopia, law enforcement authorities, courts, regulators, auditors, and other legally authorized bodies.

We may also share limited information with trusted service providers, technology partners, payment processors, professional advisers, and other parties who support the delivery and operation of our services.

Where third parties process information on our behalf, Coopbank requires appropriate confidentiality, security, and data protection measures.

Third-Party Service Providers

Coopbank works with selected third parties to provide technology, payment, communication, cybersecurity, analytics, customer support, and other services.

Such service providers may have access to information only to the extent necessary to perform their assigned services and are expected to maintain appropriate confidentiality and security safeguards.

Coopbank does not authorize third parties to use customer information for purposes outside the agreed service or applicable legal requirements.

 Information Security

Protecting customer information is a fundamental priority at Coopbank.

We maintain physical, technical, electronic, and procedural safeguards designed to protect personal and financial information against unauthorized access, disclosure, alteration, loss, misuse, destruction, and other security threats.

Our security measures include appropriate access controls, authentication mechanisms, monitoring, risk management, employee awareness and training, security procedures, and other controls appropriate to the nature and sensitivity of the information.

Coopbank has obtained ISO/IEC 27001:2022 certification, recognizing the Bank’s information security management practices, customer information protection, and digital banking security. Coopbank has also achieved PCI DSS v4.0.1 certification, a recognized international standard for payment card and payment data security.

These certifications reinforce our ongoing commitment to protecting customer information and strengthening the security of our digital banking ecosystem.

Your Responsibility for Security

Customers also play an important role in protecting their information.

You should:

– Never share your PIN, password, OTP, card security information, or other authentication credentials with anyone
– Avoid responding to suspicious messages, emails, calls, or links requesting confidential information

Use only official Coopbank websites, applications, and communication channels
– Keep your mobile phone, computer, applications, and operating systems updated
– Immediately report suspected fraud, unauthorized transactions, lost cards, or compromised credentials to Coopbank
– Avoid accessing sensitive banking services through unsecured public networks or unknown devices
– Never disclose account or security information through social media

Coopbank will not ask you to disclose your password, PIN, OTP, or other confidential authentication credentials through social media or unofficial communication channels.

Electronic Communications

Coopbank may communicate with customers through SMS, email, mobile applications, telephone, websites, and other official channels.

These communications may include transaction notifications, service updates, security alerts, product information, regulatory notices, and other relevant information.

Customers should remain alert to fraudulent communications impersonating Coopbank. If you receive a suspicious communication, do not provide personal or financial information and report it through our official customer service channels.

 Cookies and Similar Technologies

Coopbank may use cookies and similar technologies on its websites and digital platforms.

Cookies may help us:

– Operate and secure our websites
– Remember user preferences
– Understand how visitors use our websites
– Improve website performance and user experience
– Analyze website traffic and usage trends
– Support relevant digital communications and services

You may manage or disable cookies through your browser settings. However, disabling certain cookies may affect the functionality of some website features.

 Website Analytics and Digital Services

When you visit Coopbank websites or use our digital platforms, certain technical information may be collected automatically, including IP address, browser type, device information, operating system, pages visited, and information relating to your interaction with our platforms.

We use this information to monitor performance, maintain security, understand usage patterns, improve our digital services, and enhance customer experience.

Links to Other Websites

Coopbank websites and digital platforms may contain links to third-party websites, applications, or services.

These third-party platforms may have their own privacy and security policies. Coopbank is not responsible for the privacy practices, security, content, or activities of third-party websites that are outside our control.

Customers are encouraged to review the privacy and security policies of third-party websites before providing personal information.

 Social Media

Coopbank maintains official social media accounts and uses social media platforms to communicate with customers and the public.

Please remember that social media platforms are public or third-party environments. Customers should never post or send account numbers, passwords, PINs, OTPs, card details, or other confidential information through social media.

Coopbank will not request confidential banking information through its social media accounts.

Information submitted through third-party social media platforms may be subject to the privacy policies and practices of those platforms.

 Monitoring and Fraud Prevention

To protect customers and the Bank, Coopbank may monitor and analyze transactions, accounts, communications, and digital activities for purposes including fraud prevention, cybersecurity, credit risk management, regulatory compliance, and operational risk management.

Such activities are conducted in accordance with applicable laws, regulations, and internal policies.

 Retention of Personal Information

Coopbank retains personal information for as long as reasonably necessary to provide services, fulfill contractual and legal obligations, meet regulatory and reporting requirements, resolve disputes, prevent fraud, maintain appropriate records, and protect the legitimate interests of the Bank and its customers.

Retention periods may vary depending on the nature of the information and the applicable legal or regulatory requirements.

Customer Rights

Subject to applicable laws and regulations, customers may have rights relating to their personal information, including the right to:

– Request information about personal data held by Coopbank
– Request correction or updating of inaccurate or incomplete information
– Raise concerns regarding the use of their personal information
– Request information about how their personal data is processed
– Exercise other rights available under applicable laws and regulations

Requests may be subject to appropriate identity verification and legal or regulatory limitations.

 Children’s Privacy

Coopbank does not knowingly collect personal information from children through services that are not intended for them.

Where a product or service is specifically designed for minors, the applicable terms, consent requirements, and safeguards will apply.

Changes to This Privacy and Security Statement

Coopbank may update this Privacy and Security Statement from time to time to reflect changes in our services, technology, legal and regulatory requirements, or security practices.

The latest version will be published on the Coopbank website. Customers are encouraged to review this page periodically.

The “Last Updated” date at the beginning of this statement indicates when it was most recently revised.

 Privacy and Security Concerns

If you have questions, concerns, or complaints regarding privacy, personal information, or information security, please contact Coopbank through our official customer service channels.

Customer Contact Center: 609

Email: info@coopbankoromiasc.com

Head Office:
Cooperative Bank of Oromia S.C.
Africa Avenue, Rwanda Embassy Area
Bole Sub-City, Woreda 02
Addis Ababa, Ethiopia

For complaints, customers may also use Coopbank’s designated complaint-handling channels.

Important Security Reminder

Coopbank will never ask you to disclose your password, PIN, OTP, card PIN, or other confidential security credentials through unsolicited calls, SMS, email, social media, or other unofficial channels.

If you suspect fraud or unauthorized access to your account, contact Coopbank immediately through 609 or an official Coopbank channel.

Your privacy. Your security. Our responsibility.