InfoSec/Data Privacy

Escalation Procedures

InfoSec/Data Privacy

Escalation Procedures

• Duplicate Accounts

• Account Unlock

• Email Address Update

• Account Deletion

• 2FA Deactivation Requests

Duplicate Accounts

• Clients are not allowed to maintain two or more accounts in the exchange. If a client is identified to have opened more than one account, it must be reported to the Governance, Risk and Compliance (GRC) Team in order for the accounts to be temporarily suspended.

• An email must be sent to the Client to confirm the account that they wish to keep. Once the Client advises the account for keeping, we must notify the GRC Team. 

• Email subject: "Duplicate Accounts: (Full Name)"

Multiple Choice

Where do we log all duplicate accounts?

• Worldcheck

• Salesforce

• PDAX Watchlist

• Mati/Persona

Multiple Choice

For duplicate accounts with obvious typographical errors on the email address, if the email address with an error has no KYC requirements submitted, the account must be forwarded to the GRC Team for account deletion.

([e-mail] vs. [e-mail])

• True

• False

Account Unlock

• Duplicate Account

• Multiple failed login attempts

• For EDD (Enhanced Due Diligence)

Multiple Choice

What are the requirements that the client needs to submit to unlock their accounts?

• Selfie with ID and a screenshot of SF case

• Selfie while holding a paper with "Account Unlock Request" and 3 signatures written on it + Screenshot of SF case

• Selfie with ID and 3 speciment signatures + a screenshot of SF case

Multiple Choice

Once the client submits the documents, we need to attach the documents in the email to GRC.

• True

• False

Email Address Amendment

• It is important to ask the client the reason why he/she is requesting for the amendment.

• An email must be sent to the GRC Team ([e-mail]) with the AM Team copied in the email ([e-mail]) to request for the approval of the email amendment request.

• The Client must be notified that the request is successful once GRC responds to the request.

Fill in the Blank

In Ops Console, look for the client's email address > Go to Advanced > ______. Fill out the required information.

Multiple Select

What are the requirements that the client needs to submit for the Email Amendment Request?

• Reason for changing the email address (SF screenshot)

• Selfie with ID

• Selfie while holding a piece of paper with the written request of changing the email address. "Please help me change my PDAX account from (old email) to (new email)" + 3 specimen signatures.

• ID picture

Multiple Choice

The employee handling the case must take a screenshot of the client's email request in SalesForce and upload the documents in the GDrive folder: Email Update Requests.

• True

• False

Multiple Choice

Account Deletion: If a Client initiates deletion of their account, the next step would be to endorse it immediately to GRC/Fjordz.

• True

• False

Account Deletion

• If the Client is decided to have their account deleted, they are required to fill out the Right to Erasure Form. The Client has the right to request the Company to erase personal information that the company holds under the Data Privacy Act of 2012.

• The Client is required to submit a documentary Proof of Identity (1 Primary ID or 2 Secondary IDs) and Residence to ensure that we erase the correct personal information.

Multiple Choice

What is the TAT (Turnaround Time) for the Account Deletion Requests?

• 2 weeks

• 30 days

• 60 days

• 90 days

Multiple Choice

Upon completion of the request, the Client must be notified that the account has been successfully deleted.

• True

• False

Fill in the Blank

An email must be sent to _____ for sign off.

Two-Factor (2FA) Deactivation

• Unlike other platforms where they have their OTP sent via SMS, PDAX uses applications like Google Authenticator, Authy, and Microsoft Authenticator for 2FA.

• It is recommended that the 2FA be enabled to help our clients secure their accounts and to prevent delays when withdrawing their cryptocurrencies.

Multiple Choice

An email must be sent to ______ while [e-mail] is cc'ed for 2FA Deactivation Requests. Email subject "2FA Deactivation Request: (Full Name)"

• GRC

• Fjordz

• Aggy

Multiple Select

What are the requirements to deactivate your 2FA if you are unable to access your PDAX verified account?

• Attach a selfie of you holding a paper with “2FA Deactivation” indicated, along with your 3 specimen signatures.

• Valid ID

• Selfie with ID