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  • Procedure for monitoring, handling, and following up on security incidents and security-related customer complaints

    • AU-4.7.6

      The applicant should provide a procedure for monitoring, handling and following up on security incidents and security-related customer complaints, containing, but not limited to, the following information:

      (a) organisational measures and tools for the prevention of cyber events and fraud;
      (b) details of the individual(s) and bodies responsible for assisting customers in cases of fraud, technical issues and/or claim;
      (c) reporting lines in cases of fraud;
      (d) the contact point for customers, including a name and email address;
      (e) the procedures for the reporting of incidents, including the communication of these reports to internal or external bodies, including notification of major incidents to national competent authorities;
      (f) the monitoring tools used and the follow-up measures and procedures in place to mitigate security risks.
      Added: December 2018