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Online Policies

​At Alterna, we know how important your online security and privacy are. The policies you’ll find explained here are in place to keep your information secure, and help protect you while conducting your business with us. If you have any questions about these policies, please contact us. We’re here to help.

Information

Online Access Agreement
Online Security Questions
Security & Privacy
Accessibility
Deposit Insurance
Browser Requirements & Cookies
Copyright & Confidentiality



NEW! Effective April 10, 2018: Online Access Agreement (PDF)

Existing clients opened prior to November 13, 2016: Online Access Agreement (PDF)

New clients effective November 13, 2016: Online Access Agreement (PDF)


About Increased Authentication

Online account services authentication provides an additional layer of security to the login process. This feature requires you to select three security questions and provide answers for each.

Once registered, when you log into online banking you may need to answer one of your three questions for security purposes.

​What is increased authentication?

Increased authentication improves the safety of the online banking environment by adding challenge questions and answers at login. These questions increase the protection of online banking against ‘phishing’ and other fraudulent behavior.

You are asked to set up three challenge questions from a list that you will be presented with during the registration process.

​How does increase authentication work to protect me?

When you log in, the login page may display one of the three selected challenge questions that you chose at the time of the registration. The challenge question appears based on a number of Alterna security policy parameters (e.g. logging in from a location that you would not normally login from). Answering the question correctly will indicate to Alterna that the login is genuine and you will be allowed to continue into your online banking account.

​What if I forget my challenge question answers?

When you do not answer the challenge questions correctly, after three attempts you will be locked out of your account and will need to contact our Contact Centre at 1.866.560.0120 to assist you.

​Can I update my challenge questions?

Once logged in, you can select different challenge questions from the list provided and you can also update your challenge answers as required.

​Will I get notified if someone tries to login to my account?

You can set up an email and/or text alert that will notify you if your account has been locked due to maximum number of failed attempts to answer your challenge question.

​Can I create my own challenge questions?

No, you must select your challenge questions from the list provided.

​Any other questions?

If you have any questions regarding the increased authentication service or its procedures, please call our Contact Centre toll free at 1.866.560.0120.


Alterna Bank has a long-standing tradition of providing quality service. As such we take privacy seriously. We take steps to protect the confidentiality and security of your personal information. 

Please visit our detailed Security and Privacy pages for more information.


Meeting your needs

At Alterna Bank, we’re committed to meeting the needs of all our members by helping everyone access our services in a welcoming, fair and inclusive environment.

That means making sure everyone can do what they need to at our ATMs, online and with paper documents like statements and printed materials.

Our employees are trained and prepared to meet your accommodation requests in order for you to do business with us, and ensure a consistent, comfortable experience.

Meeting your needs doesn’t stop at products, services and facilities. It also includes providing excellent customer service to all our members, and being aware of your special needs is part of that. That’s why our staff receives training and ongoing education regarding accessibility, and how to meet the needs of all our members.

Feedback from our members with disabilities is important to us, and we want to hear from you regarding our accessibility features. To share your comments, compliments, or concerns with us, please call 1.866.560.0120, or fill out a feedback form.

If you’ve got a specific request, problem or concern about your experience or relationship with Alterna, please use our Complaint Resolution Process.​

CDIC protecting your deposits

CS Alterna Bank - Member of the Canada Deposit Insurance Corporation

Click here for Alterna Bank's full Deposit Product list. 

To find out information about deposit insurance from the Canada Deposit Insurance Corporation including what instruments and/or products are eligible for deposit insurance, visit their website or contact them at 1.800.461.CDIC (2342).

Supported Browsers

To maximize your Internet banking experience and for your Internet security, we recommend using the latest supported browsers. Please note that we do not support Beta or test versions of browsers.

Please note that in downloading the supported required browser version, you acknowledge that these are third party sites and we cannot take any responsibility for the consequences of your downloading these browsers.

Biometric Login

Internet Explorer is the only browser that supports our current biometric login. Biometric login is required to access some Business Online Banking functionality.

Supported Standards

For our technically inclined users, the particular specifications that we support are XHTML 1.0 Transitional, CSS 1.0 and 2.0, DOM Level 1 and 2, and ECMA Script (JavaScript). The site will work using all the browsers that correctly implement these specifications.128-Bit Secure Sockets Layer (SSL) EncryptionTo access our services, your browser must also support 128-bit Secure Sockets Layer (SSL) encryption. All the browsers we support meet this requirement. If yours doesn't, please download the appropriate encryption support from your browser's supplier.

Cookies

To use our online banking services, you must enable your browser to accept cookies. 

Cookies are small text files that a web server places on your computer or mobile device. We use two types of cookies on our website: session cookies and persistent cookies.

A session cookie is a cookie that is erased when you close your browser. Session cookies are stored in temporary memory and are not retained after your browser is closed. We use session cookies to record certain information from your browser including your Internet Protocol (IP) address, browser type, internet service provider and operating system.  We also use session cookies to identify the pages or features of our website that you visit or use, the websites that you visit before and after your visit to our website and the dates and times that you visit our website.  We use this information to remember you during your visit to our website and to improve our website, products and services.

A persistent cookie is stored on your computer or mobile device until it expires or is deleted.  We use persistent cookies to recognize you when you return to our website, to remember your preferences (such language or other settings) and to help block unauthorized attempts to access your personal information.

You may be able to set your web browser to delete or block cookies or to warn you before a cookie is sent. Check the settings or help section of your web browser for more information.  Please note that if you delete or block certain cookies, you may not be able to benefit from all features of our website.

Detailed information on our use of cookies is available in our Privacy Statement. 

JavaScript

To use our online banking services, you must change your browser and/or device settings to enable JavaScript. For more information on enabling JavaScript, please refer to your browser's Help section or documentation.

Hardware Configurations

We have no minimum hardware requirements; however, certain minimum requirements may be specified by the browser you are using.


The material on this website is provided as general information only. It is not intended to provide specific financial advice for any individual, and should not be relied upon in that regard.

While every effort has been made to ensure the accuracy and veracity of the information on this website, Alterna Bank is not responsible in any way for damages arising out of the use of this website. And, although Alterna Bank relies on reputable sources and believes the information posted on the website by Alterna Bank is correct, and attempts to keep the information current, Alterna Bank does not warrant the accuracy or completeness of the information. In particular, for current rates and conditions of loans and deposits, contact Alterna Bank by email, fax, telephone or in person.

Alterna Bank reserves the right to discontinue, change or modify this site at any time without notice.

Links to other websites or references to other organizations, products, services or publications do not constitute endorsement or approval by Alterna Bank, and Alterna Bank makes no representations whatsoever about any other website which you have access through this one. It is up to you to take precautions to ensure that whatever you select for your use is free of viruses and other items of a destructive nature.

Copyright and trademarks

All information on this site is protected by the Canadian laws of copyright. In addition, the following words and graphic marks are trademarks of Alterna Bank:

Good Life®  - Vie meilleureMD
Flexi-mortgage®  - Flex-hypothèqueMD
Market-Tracer®  - Tracé boursierMD
All-In-One® Statement™  
Alterna Bank & design® - Banque Alterna et logo
SCOOP®  - All-In-One StatementTM 

All rights reserved. No information on this website may be reproduced, stored in a retrieval system or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior written permission of the copyright owner.

Confidentiality

The Alterna Bank website supports browsers that use 40- or 128-bit encryption. Encryption protects confidential information by scrambling the material sent and decoding it at the host site. 40 bit is the current standard, while 128 bit is the highest and strongest level of encryption generally available. Alterna Bank recommends using a browser that supports 128-bit encryption.Alterna Bank has also installed an internet firewall around the portions of our site that involves confidential information. This technique is in addition to encryption and provides another level of protection. While no level of protection can be guaranteed to protect information, Alterna Bank believes that its system is of the highest standard generally used and currently available on the internet.Alterna Bank will not be responsible for any damages that arise from your use of this site. Specifically, Alterna Bank will not be liable for damages arising from, but in no way limited to, the transmission of confidential information over the Internet.

CS Alterna Bank is a member of Canada Deposit Insurance Corporation (CDIC)

Please see Alterna Bank's policy regarding coercive tied selling.

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