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About Fraud Reporting System

Fraud Reporting System (FRS) is a dedicated web portal for members of the Hong Kong Association of Banks (HKAB) for potential fraud or unlawful cases and matters concerning e-certificate for Faster Payment Service (FPS) app-to-app payment and verification of the merchants. HKAB participates in the FRS by engaging Certizen Limited (Certizen) as the system contractor to provide HKAB members with an optional inquiry channel for processing potential fraud claims. Access is restricted for HKAB members only. HKAB members can lodge consumer complaints through this FRS for referral to the appropriate authorities for investigation and handling. The investigation results will be posted back to this FRS, the HKAB members can relay the results to the complainant. Customers of HKAB members who would like to lodge/inquire fraud cases should contact the relevant HKAB member for assistance.
No personal data will be processed by this FRS, reference number of the complaint case and a dedicated contact from the HKAB member (for a particular complaint case) will be used as the unique identifier. Complaint cases are kept in strict confidentiality without crossing banks or individual operators. The operators handle each complaint case on a one-to-one basis with the complainant. Only the “Supervisor” will have access to an overall view within an HKAB member on the complaint cases.

With this Fraud Reporting System, the HKAB member is able to:
• Search for the FPS server e-Cert status of an entity and its details,
• Decide the status of the e-Cert of an FPS transaction in question for a complaint case,
• Centralize all the complaint cases it intends to forward to authorities for investigation and handling,
• Keep track of the complaint cases on behalf the consumers,
• Conduct dialogue with the Customer Support of Certizen to make sure sufficient information has been submitted for each case,
• Request details through Certizen Customer Service on investigation results from authorities,
• Keep record/statistics of complaint cases for decision support.

In summary, this Fraud Reporting System will enhance the visibility of the FPS usage to the bank and assist in improving customer satisfaction, transaction safety, and potentially assist in fraud detection and prevention.

Contact Us

Hong Kong

  • Unit 401-403, Smart-Space 1, Level 4, Cyberport 1, 100 Cyberport Road, Hong Kong
  • 20/F, Leighton Centre, 77 Leighton Road, Causeway Bay, Hong Kong
  • Tel : (852) 2121 2121
  • Email : info@certizen.com

Shenzhen

  • 114, 1/F, Block H, Baoan Zhigu, No 4 Yintian Road, Xixiang Street, Baoan District, Shenzhen, Guangdong

Xi'an

  • Tangxing Digital International, Tangxing Road, High-tech Zone, Xi'an, Shaanxi