The role of the Security Department in achieving the Bank's objectives is carried out by ensuring the secure functioning of the Bank, preventing internal and external threats to its security, protecting the legitimate interests of the Bank, its shareholders, management, and personnel against unlawful encroachments, as well as enhancing the image and growth of profits by ensuring the quality of services and customer safety.

90% of the Department's employees have significant experience in operational and investigative units of the law enforcement agencies of the Republic of Kazakhstan, as well as in financial organizations (second-tier banks), which speaks in favor of the high-quality composition of the unit.

All employees of the Department have sufficient professional training in the field of ensuring economic, physical, and information security, and possess the necessary knowledge and skills obtained in the process of training in economic (enterprise and business security), personnel, and information security (IT auditor, ISMS [information security management system], hacking, etc.), procurement organization, fire safety, as well as ensuring the physical security of protected facilities, including under emergency conditions (banks, warehouses of inventory and material assets, archives, life-support facilities (heat and water supply) and transport facilities (aviation and railway facilities), and special facilities of particular importance (warehouses of fuel and lubricants, ammunition, etc.).

The Bank imposes similar requirements regarding the physical security of protected facilities on security service providers, whose employees regularly undergo corresponding retraining courses.  

The Department carries out a complex of measures to counter fraud, reduce the risks of internal and external fraud, and develop measures to prevent and suppress such facts.

The sources for discovering data on identified fraud cases include oral and written appeals from individuals and Bank customers, including via Hotline channels for fraud and corruption issues, discoveries by internal audit units and risk management, as well as by the Bank's security unit itself.

In total, 8 cases of fraud were registered in 2025, including: 6 cases carrying risks of internal fraud, and 2 cases of external fraud committed by Bank customers and third parties. The figures provided indicate a significant decrease in fraud, which is the result of the painstaking work of the Department in previous years.

No complaints were received by the Hotline during the current period.

The analysis conducted showed a significant decrease in the level of fraud cases overall by 64%, with external fraud decreasing by 87.5% compared to 2024.

Since the Bank is an authorized operator for opening and maintaining special accounts for lump-sum pension payments (hereinafter – LPP) from JSC "Unified Accumulative Pension Fund" (hereinafter – UAPF), the Security Department ensures the detection and suppression of fraudulent actions in the implementation of the State Program for the use of LPP by citizens for the purpose of improving housing conditions and/or paying for medical treatment.

Particularly relevant remains the detection of facts related to fraudulent actions for the illegal withdrawal, cashing out, and use of LPP, which took on a large-scale character for the unjust enrichment of third parties (so-called "intermediaries" or "helpers") who established a criminal scheme.

In 2024–2025, statements and information about numerous identified violations by dental clinics and members of medical commissions were repeatedly sent to the Ministry of Healthcare of the Republic of Kazakhstan and the Financial Monitoring Agency of the Republic of Kazakhstan, which was confirmed by the use of identical X-ray images by different clinics, the lack of relevant medical license subtypes at the clinics, and the factual absence of clinics at the addresses specified in the contracts.

As a result of the measures taken, amendments were made to the Order of the Minister of Healthcare of the Republic of Kazakhstan throughout 2025 in terms of excluding dental services first, and subsequently ophthalmic services and plastic surgery services, from the list of services paid for at the expense of LPP.

In 2025, based on materials provided by the Bank, the Financial Monitoring Agency of the Republic of Kazakhstan initiated a pre-trial investigation against 42 dental clinics through which more than 200 billion tenge of LPP funds had been withdrawn.

At the same time, in January 2025, repeated attempts by active military personnel to withdraw the balances of current housing payments from special accounts using forged discharge orders from military units/formations and certificates of assignment for military registration at local military command bodies in various regions of the country were suppressed. Statements were sent to law enforcement agencies regarding all facts, under which pre-trial investigations were initiated, making it possible to exclude similar occurrences in the future.

 In February 2025, an unlawful scheme for the withdrawal of housing construction savings (HCS) funds involving realtors, notaries, and private bailiffs was suppressed.

According to the created and implemented unlawful scheme, realtors sought out civil servants among housing payment recipients who wished to obtain mortgage loans but had not accumulated sufficient funds, and for a certain fee, lent them the amount missing to participate in the 50/50 market program, with mandatory notarization of the loan. The loan agreement established a maximally short, one-day repayment period. After replenishing the HCS, the customer acquired the right to receive a mortgage loan and concluded a bank loan agreement with the Bank. Immediately after this, the realtor turned to the same notary with a request to issue a notary's enforcement order addressed to the debtor. Having received the enforcement order, the realtor transferred it to a specific private bailiff, who issued a collection order, on the basis of which the Bank, in accordance with the law, was obliged to transfer the HCS funds to the creditor. As a result of using this scheme in just one branch during 2024, HCS funds in the amount of 3,267,048,825 tenge were written off under collection orders of three private bailiffs.

After the Bank introduced a protection mechanism for HCS, cases of private bailiffs splitting the recovery amounts and presenting them in installments became more frequent. From the moment the mechanism was introduced in November 2024 until February 2025, this write-off mechanism was applied to 233 loans for a total amount of 1,454,404,112 tenge.

Along with the unlawful personal enrichment of employees of real estate companies, individual notaries, and private bailiffs, this criminal activity carried the risk of discrediting the State Program for providing housing to civil servants who are recipients of housing payments.

As a result of the measures taken, this illegal activity was suppressed by sending materials to state bodies to take measures against the involved notaries and private bailiffs, and to a law enforcement agency, which is conducting a pre-trial investigation.

At the same time, on June 30, 2025, on the initiative of the Bank, legislative norms on the protection of HCS were adopted. The amendments limited the possibility of applying notaries' enforcement orders and the actions of private bailiffs to seize and withdraw funds from HCS accounts. The amendments were included in the Civil Code, the Criminal Procedure Code, the Civil Procedure Code, and the Laws "On Enforcement Proceedings and the Status of Bailiffs", "On Banks and Banking Activity in the Republic of Kazakhstan", and "On Payments and Payment Systems."

Currently, the HCS of customers are protected at the legislative level. The implementation of these norms will allow the Bank's depositors to continue replenishing their savings and transition to a housing loan in a timely manner.

In addition, facts of forgery of income documents were revealed, allowing customers of the Bank who did not meet the qualification requirements to obtain mortgage loans.

Statements regarding the revealed facts were also sent to law enforcement agencies, which are carrying out pre-trial investigations.

The security unit continues to take the necessary measures on a permanent basis to ensure the safe functioning of the Bank, prevent internal and external threats to its security, and protect the legitimate interests of the Bank and its customers from unlawful encroachments.