1. Is NetMaster safe?

Yes. The Society has taken the security aspect of this service very seriously. NetMaster is an extremely robust system, which has been checked by internal and external experts.

Each customer is issued with a Customer Number and a 10 character NetMaster Password that must not be disclosed to anyone. Additional security is provided via an automatic lockout following a period of inactivity and also after 3 failed attempts to access NetMaster.

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2. How are my account details kept private and secure?

Security of our customers’ personal information is a major concern to the Society. The system uses many layers of security including a Customer Number and Password. These are validated at each stage for security purposes. The system also uses the latest encryption technology, which scrambles the data to ensure that financial information remains secure. An encryption key is randomly created for each Internet Banking session.

We are confident that the combination of these security measures makes our system secure.

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3. How can I be sure I am connected to Norwich & Peterborough NetMaster Service?

Communications between our server and your PC use the latest digital certificate technology. Verisign, the foremost Certification Authority, authenticates each visit.

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4. If a transaction takes place I did not authorise, will I get a refund?

You will not be liable for any transactions that you have not authorised provided that your customer number and passwords are known only to you.

You must contact the Internet Services Helpline team immediately if you suspect that someone else knows your customer number and password.

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5. Can the Society ensure that viruses are not passed over the Internet?

No viruses can be uploaded to the Norwich & Peterborough site, because we do not accept code and all data is carefully vetted at the entrance to Norwich & Peterborough’s computer complex.

No viruses will be downloaded to your PC because all code is digitally signed as legitimately deriving from the Norwich & Peterborough. Code is automatically checked by the browser for legitimacy.

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6. What can I do to make my on-line banking safer?

• Once you have signed on to NetMaster for the first time we ask you to change your password, memorise it and destroy the password letter.
• Do not tell anyone else your security details (these include your customer number and password).
• Do not write any of your security details down or leave them near your PC.
• Do not type in your security details with someone watching.
• Do not store your Customer Number and Password on your PC.
• When you finish using NetMaster, please make sure you exit the service properly, using the ‘EXIT’ button.
• If you suspect someone knows your security details, change your password immediately and contact the Internet Services Helpline.

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7. Is the system reliable?

Our system has been designed to run 24 hours a day and be very reliable.

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8. Can more than one person use the same PC and still have their details kept private?

Yes – Several people can access NetMaster from the same PC, though not simultaneously, by entering their customer number and password this holds all their security details separately.

It is strongly recommended not to use the NetMaster Service on a PC you do not own e.g. at a Cyber Café, library or a shared university PC

The cache of your Internet browser may contain information displayed whilst using NetMaster. To prevent confidential information being retrieved at any time you should clear your browsers cache each time you use NetMaster or disable caching pages if your PC is shared with anyone.

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9. What do I do if I forget or lose my password?

If you forget your password contact the Internet Services Helpline on 01733 372299 who will verify your identity by requesting two randomly chosen characters from your helpline password and they will then issue a new NetMaster password.

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10. I am behind a corporate firewall can I use NetMaster?

The requirements are not that different from the method of operation at home. However for those whose companies operate a firewall (to protect your company LAN from others) you may need to ask your Network Administrator to make some special arrangements.



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