COVID-19 Information Page

 

COVID-19 Information Page

 

Below please find information on the measures we have introduced in response to the COVID-19 crisis.

 

In line with the Government’s instructions, customers visiting our Branches are kindly requested to wear a mask or visor. Doing so will contribute to your safety and the safety of our staff. Kindly note that any customers attending our branches may be asked to temporarily remove their mask to show their face to the camera for security purposes.

Watch: How to put on and take off a face mask

Download: Guidance on the Use of Face Masks in the Community for decreasing COVID-19 Transmission

 

A survival kit to support business customers during these trying times was launched on 24 April 2020. Click here to learn more about the APS Jet Pack.

 

We are urging customers to make use of the self-service channels wherever possible, such as our ATMs/deposit machines, VISA debit card and internet banking service. We recommend only visiting one of our branches if it is something urgent.

We have implemented the following measures across our branch network:

  • We have introduced a dedicated hour from 09:00 to 10:00 Monday to Friday, to offer priority service to our customers aged 60 and above.
  • Any children under the age of 16 are not permitted to enter our branches until further notice.
  • In line we the latest Directive (Directive 17) from the Central Bank of Malta, we shall only be permitting over-the-counter cash withdrawals if the withdrawal is in excess of five hundred euro (€500). Otherwise, customers will be directed to effect withdrawals through ATMs.
  • We are ensuring that a safe distance between each customer is maintained, by limiting the number of customers permitted to enter the branch at any one time. Please be advised that customers may be required to queue outside of the branch.

 

The above measures are subject to change at any time; as such, we recommend that you regularly check this page for any further developments or changes to the above.

Should you need to reach us, you may still call our Contact Centre from 08:00 to 20:00 Monday to Saturday (excluding any Public Holidays). Our APS colleagues are working hard helping customers, which means our phone lines may be busier than usual. Therefore, if you do call, we kindly ask you to bear with us as waiting times are likely to be longer than usual.


Managing your money online, from the safety of your own home

With government advice being updated every day, it may not always be possible to visit a branch. Therefore, it is a good idea to make sure you are still able to access your accounts through our internet banking service. Retail clients may avail our myAPS internet and mobile banking service, while Commercial clients are able to access our APS 365 internet banking service. Visit our website to sign in/sign up, or if you are a myAPS user who already has the application installed and set up, open our app on your mobile device or tablet to get started.


We are currently quarantining all incoming postal mail for two days prior to opening the mail items. Therefore, we recommend that wherever possible you scan and send a soft copy of any documentation via the secure messages feature of our internet banking service.

Internet Banking

Don’t forget you can use our internet banking service to:

  • Pay people or bills and move money between your own accounts
  • Order a new APS VISA debit card
  • And more.

You might also want to use the internet banking to set-up as many of your regular payments as you can as standing orders. This could be an easier way of managing your payments.


Retail customers also have the option of mobile banking via the myAPS mobile application.


What if you are confined indoors and need to deposit a cheque into your APS account?

The Central Bank of Malta has temporarily lifted the restrictions on “only” cheques, thus allowing somebody the option of depositing a cheque on your behalf. The cheque must be countersigned on the back by the beneficiary of the cheque and the person presenting the cheque will be asked to show photo ID (ID card/passport).


We still recommend, where possible, that any persons depositing cheques use the deposit machines. Where this is not possible, they can attend one of our branches with a cashier’s desk (Attard, Mosta, Paola, Sliema, Swatar, Gozo or Valletta).

Support if your income has been disrupted

The repercussions of the COVID-19 virus go far beyond merely the risk of contracting the virus itself. There are severe effects on the economy.

We refer to the statement made by our CEO who explained that: “as our mood and thoughts turn to the challenging times ahead for the Maltese economy, we are responding with priority to the requests of our customers for support … standing by them and reciprocating their trust.”

We have appointed a dedicated COVID-19 Business Response Team with the authority to engage directly and reply to our customers with further guidance on our relief measures. We have been responding to requests expeditiously, according to each customer’s specific circumstances.

 

In particular:

  • for Commercial Customers, we are accepting requests for capital moratoria and for minimum periods of 3 months reflecting the respective business cycle of that particular industry or segment. We are also considering requests for increases in overdraft limits, suspension of financial covenants and other relief measures according to the nature of the request. In all these cases, rescheduling and processing fees are being waived.

Other specific relief measures will also be considered depending on the particulars of the request. An order of priority has been established to ensure that the sectors most impacted will be addressed first but at the same time reassuring that all requests will be considered for as many of the relief measures as possible.

  • for Retail Customers, in the main part home loan customers facing notable reductions in income or other circumstances affecting their employment or business activity, we will receive applications for a moratorium on both capital and interest. The extent of the moratorium will be generous and agreed with each customer according to the particular case. No processing fees shall be charged.

Commercial Customers are invited to contact their Customer Relationship Manager directly with their request and to discuss options, eligibility and application modalities.

Retail Customers should contact their Branch Manager or Relationship Officer to discuss the same.

Alternatively, our customers can contact our Contact Centre on 2122 6644 or write an email to the COVID-19 Business Response Team at covid19@apsbank.com.mt.

We are also working in close cooperation with Government, the Malta Development Bank and other agencies to develop further solutions and financing vehicles to assist both our commercial and retail customers. Further details in this regard will be communicated in the coming days.

Helping us all stay safe

Criminals are using the coronavirus outbreak as an opportunity to try new scams by email, call, SMS and malicious websites. If you get an email with a PDF or a link that offers advice or a cure for the virus, it is likely to be a scam. Do not click on any links or attachments unless you know they’re safe.


The health of our customers and our employees is our priority. To help stop the spread of coronavirus, please do not visit our branches under any circumstances if you are feeling unwell or are self-isolating.


We will continue to do everything we can to support you and are committed to keeping you updated as things develop. So please do check our website for all the help that is available.

Copyright © 2017 APS Bank plc
APS Bank plc is regulated by the Malta Financial Services Authority as a Credit Institution under the Banking Act 1994 and to carry out Investment Services activities under the Investment Services Act 1994. The Bank is also registered as a Tied Insurance Intermediary under the Insurance Distribution Act 2018.