SuStainability report - SocialFunds.com

Customer SecurityInformation about security and examples of attemptedfraud are available at www.bradescoseguranca.com.br,Constantly, alerts on safe Internet access are disclosed viaelectronic means (institutional and transactional environments)and via the media. It is recommended that all customers installthe Security Component (plug-in) on their computers toensure safe access to the Web site’s transactional environment.Information about the Bradesco Electronic Security Key and theBradesco Security Key Card is available.Another important issue is the identification of customers bymeans of the Palm Secure biometric technology, which waspioneered by Bradesco. By the end of 2008, the Bank had 343.7thousand customers registered in the biometric reading system,Segurança Bradesco na Palma da Mão (Bradesco Security in thePalm of your Hand), installed in 2,762 ATMs that was used 2.4million times in the period. This equipment works as a scannerthat captures the vascular pattern of the palm of the hand andworks as an additional password for ATM users.Biometry system: innovationGoals and Objectives of 2008StatusObtain ISO 9001 Certification forthe entire Ombudsman area.Have at least one employeetrained in Libras at each Branch.Train employees to reduce thevolume of customer complaints.Keep off the Central Bankranking during whole year.This was postponed to 2009 due to highervolume of requests with the Ombudsman andthe need to prepare quarterly and biannualreports for the Brazilian Central Bank.We were unable fulfill this target in 2008, but wehave been working toward having, on average,two employees trained by February, 2009.Constantly, there are on-site courses onthis theme and a specific video workshopon service was launched; in early 2009,TreiNet Padrões de Atendimento Varejo(TreiNet Retail Service Standards) was alsolaunched, available to all employees.For seven months during 2008, Bradescowas included in the ranking, chiefly due tohigher volume of complaints regarding theimpossibility of early repayment of loans fromFinasa BMC, Organization’s company.◦Not achieved•Partiallyachieved•Achieved◦Not achievedGoals and Objectives for 2009Obtain ISO 9001 certification for the entire Ombudsman area.Create new performance indicators for the Ombudsman for rationalizationand improved management of complaints and requests.Further information onCustomer Security can be found atvwww.bradescoseguranca.com.br