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In the 2018 financial year, there were a small number of data protection violations and complaints from data
subjects, some of which related to customer data, at RBI AG and its Austrian and foreign subsidiaries. In individual
cases where this was required by law, the data protection violations were reported to the responsible data
protection authorities; in some cases, the data subjects were informed. For reasons of confidentiality, no information
is published concerning the number and content of the complaints, data protection violations and reports to the
data protection authorities. Most of the data protection violations reported by RBI AG and its Austrian subsidiaries
to the Austrian data protection authority have already been resolved (typically within a short space of time). The
cases resolved to date all ended without the imposition of any follow-up measures.
Responsible lending
RBI is committed to responsible lending. Part of this involves lending customers only as much as they can handle
based on their financial situation. We strive to offer the clearest, most comprehensible information possible
concerning our loan products and to conclude loans to our customers under equally transparent conditions. This
includes explaining the entire process, the precise steps involved as well as the responsibilities, risks, and primary
lending conditions associated with a loan agreement (in particular the costs of the loan, repayment amount,
precise deadlines, due dates, and number of installments).
Our group guideline “RBI Retail Credit Policy” describes our balanced approach to credit risk – in the interests of
the customer as well as our own risk controlling. We strive to prevent our customers from taking on too much debt
by employing, among other measures, modern creditworthiness procedures for issuing loans based on clearly
defined assessment criteria. The risk of a possible default should be avoided from the outset in order to prevent
our customers from suffering financial cutbacks to their living situation and living standards. We therefore apply
conservative rules with regard to the relationship between the loan amount and collateral as well as the recipient’s
income. To support this calculation, we work out the household income and cost of living for every market.
Subjective selection factors, such as gender or religion, play no role when deciding whether to issue a loan. We
strive for the greatest possible level of objectivity in order to reach an unbiased and transparent lending decision.
This is possible only if the customer provides all of the necessary data and information. RBI aims to offer the
customer a suitable and tailored offer based on the available information and results of the creditworthiness
assessment.
Dealing respectfully and sympathetically with customers who are experiencing payment difficulties is a natural
part of our banking operations. As soon as RBI notices the first visible signs of payment difficulties, assistance is
provided to the customer with information and advice. Furthermore, it tries to find a suitable solution for the situation
at hand within the scope of its options and the customer’s financial situation. If difficulties arise with servicing the
loans, RBI looks at each case individually and assesses how the customer can be helped by means of deferments,
payment suspensions, credit restructuring etc. within financially justifiable limits. In the event of payment difficulties,
RBI endeavors to work with the customer to find a fair solution. In doing so, particular attention is paid to the
customer’s changed circumstances. In the event of a dispute, RBI follows a fair and professional complaints
procedure.
Raiffeisen Bank International | Sustainability Report 2018