CUSTOMER FOCUS
Corporate Responsibility Report 2008
24
SECURITY,
CUSTOMER
PROTECTION
AND BUSINESS
CONTINUITY
Apart from the measures
which the Group has adopted
in order to meet legal
requirements deriving from the
Organic Law on Personal Data
Protection (LOPD) and its
development, the BBVA Group’s Code of Conduct,
applicable to all its companies and employees,
explicitly states the Group’s commitment to the
confidentiality of the private information which it
holds on customers and their transactions.
In this respect, a variety of tasks were completed
throughout 2008 in order to bring systems and
procedures on automated and non-automated files
into line with the new requisites laid down in the
new LOPD development regulation. Likewise, no
significant deficiencies were found when the biennial
audit of the security measures implemented was
carried out in 2008, in accordance with Royal
Decree 1720/2007. This commitment by the Group
likewise extends to reserved information on legal
persons through banking secrecy.
BBVA actively works in the fight against all types
of phishing and computer attacks on customers
through a specific department called Technological
Crime Prevention, in charge of monitoring the
security of customer data. Within the Computer and
Network Security Division, this department works
nonstop, 24 hours a day, 365 days a year, to combat
phishing of all types and other computer attacks
that may affect customers in the different countries
where the BBVA Group operates.
With regard to the business continuity policy, the
aim of which is to ensure that the Group is prepared
for any possible interruptions in its activities during
times of emergency or crisis, apart from drawing up
continuity plans to respond to BBVA’s corporate
growth, further work has been done in relation to
the Group’s global strategy, involving:
• A strict test practice of the 120 continuity
plans which BBVA has already rolled out in 23
countries. When conducting drills, not only is
the validity of the procedure protocols and
their tools checked but crisis committees are
likewise activated, as their members are in
charge of such protocols and of the subsequent
validation of the results.
• Further progress towards the drawing up of
recovery plans for new emergency situations
which enable the continuity plans to not only
tackle strategies on the relocation of resources
and computer system recovery but also deal
with the non-availability of critical individuals,
and supply chain interruptions.
• Promoting, together with the rest of the sector,
through the Spanish Business Continuity
Consortium, a business continuity strategy and
business continuity practice in the financial
system.
TRANSPA-
RENCY,
ADVERTISING
AND LABELLING
In this new economic and
financial context,
transparency is even more
important as a commitment
to BBVA customers. In this
respect, a working group was set up in 2008 to
define and implement measures for reinforcing
transparency and clarity in campaigns for the
products and services offered by the Group.
The said group, coordinated by CRR, is made
up of representatives of the following business
areas: Corporate Advertising, Corporate
Communication, Human Resources, Corporate
Quality, Transformation and Productivity, and
Consumer Insight.
BBVA Spain still offers the Cuentas Claras
product, which includes different banking products
for a single fee and includes discounts based on
customer loyalty. In 2008, 317,756 Cuentas Claras
were opened, up 20.2% on the previous year.
In addition, BBVA rigorously complies with all
regulations concerning product information and
labelling in the countries where it operates.
Moreover, as a member of the Spanish Advertiser
Association (AEA), itself a member of the World
Federation of Advertisers (WFA), as well as of
Autocontrol de la Publicidad (Advertising Selfregulation
Association), the Group actively works
towards a society that realises the value of
responsible and sustainable business
communications. To this end, all Group advertising
campaigns are subject to the supervision and
authorisation of the pertinent organisations, mainly
the Bank of Spain and the Spanish National
Securities and Investment Board (CNMV), and the
different banking and pension regulatory agencies
in each Latin American country.
In the case of Mexico, the ABM (Association
of Mexican Banks) and the National Advertising
Board regulate advertising in the financial sector
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