Security and Privacy

Our digital banking platform is designed to make accessing and managing your finances convenient, intuitive and secure.

While we go to extraordinary lengths to safeguard your personal information, there are also important measures you can take to protect yourself when you bank online. We advise you take additional precautions while browsing online and practice good cyber hygiene like strong passwords, safe browsing and regularly monitoring your accounts. Let’s work together to protect your account and keep your money safe.

If you become aware of any loss, theft, misuse, or unauthorized use of your banking access data or information, contact us immediately.

ACU dedicates considerable resources and efforts to protecting the security of your account information. We ensure your account integrity in the following ways:

• Every ACU employee is required to pass an annual privacy compliance test as part of how we train and reinforce the importance we place on member information confidentiality and security.
• A series of firewalls prevent unauthorized access to our internal systems. As data comes to us over the internet from your device, it goes through a series of safety checkpoints so that only authorized messages and transactions enter our computer systems.
• We physically secure our internal servers, telecommunications systems and service centres so that your personal and financial information is protected physically as well as digitally.
• The password that you use for online and mobile banking, as well as the Personal Identification Number (PIN) for your debit card, are inaccessible to us and we will never ask you to reveal them. Our online banking system uses two-factor authentication, a security feature that sends unique one-time passcodes for certain security sensitive activities. Examples would be adding bill payees, updating your contact information and resetting your password.
• We will only exchange information with you through our secure email portal (see Email Security for more information) and our secure messaging service which allows you to communicate with us directly through online banking.
• For using Secure email, the link to this portal will be sent to you by the representative and you should be expecting it. If you receive an email from ACU with a link but are not expecting it, do not click on the link. If you're unsure or want to report any suspicious requests, please contact us at any time. Within the secure messaging service, you may include account numbers and any other information that may help us better assist you with your questions.
• We take your concerns about receiving emails seriously. Emails from ACU follow standard privacy rules.
  • All of our email marketing communications come from donotreply@acu.ca
  • ACU will never ask you to enter your password or financial information through email or send such information in an email
  • All of our marketing emails have an unsubscribe option in the footer
  • All communications follow CASL compliance
  • We will never send you third-party marketing emails or use your email for any marketing you haven't agreed to receive
  • We will never share your email address outside of ACU
  • If you're unsure or want to report any suspicious requests, please contact us at any time

Feel free to read more about how our privacy policies and practices protect your personal information.

Our digital banking system has industry-leading security capabilities, including robust fraud prevention, cyber security features and high-risk transaction protections to ensure that your transactions are secure while data is transmitted between your device and our banking server.

Encryption

We use 256-bit TLS encryption on our desktop website and mobile app, enabling you to easily and securely complete banking transactions on your phone, tablet or computer.

Controlled account access

You have control over your account access – only you know your sign-in credentials, user name and password. Our employees do not have this information, nor do they require it from you.

Password protections

There is a maximum number of attempts to input the password for your account. If it exceeds the number, your online access will be disabled, and you must contact a member representative to assist you.

Mobile Apps

The following permissions and activities are required by our mobile app to operate.

• “Access Camera” permission is used by the app to deposit a cheque via mobile deposit capture, store a custom profile and background picture.
• “Access Location” permission is used by the app to accurately locate the nearest ATM or branch in the “Find Us” feature.
• “Call permission” is used to automatically call the user’s preferred branch by tapping on the phone number in the “Find Us” feature.
• “Read Contacts” permission is used to set up new Interac e-Transfer® contacts and send an Interac e-Transfer. Only the device contact information a user confirms is readable by Interac.
• “Internal Storage” permission is required to view, share and download PDF files from the mobile app to a user’s device. A Synergy CU monthly account statement is an example of a PDF file.
• “App Activities” uses mobile app interaction data for analytics on usage and crash information for the current app version. We also monitor application stability using the crash logs to make ongoing improvements. Data collected on app activities, information and performance is completely anonymous and aggregated – individual users are not identifiable.