Frequently asked questions

Direct Debit

What is a Direct Debit?

A Direct Debit is a Payment Product and addresses the needs of customers who have to effect payment of variable amounts to specified service provider/s

The instruction has

  • beneficiary name
  • account to be debited
  • Reference number
  • Customer’s authorisation

Once created on the system, the Direct Debit instruction is effected automatically until revoked by the customer.

How much the bank charges to execute a Direct Debit?

The Bank charges Rs 6 per direct debit

Under which conditions a Direct Debit order is not executed?

  • No available funds in account
  • Account is blocked disallowing any debit

After how many unsuccessful runs Direct Debit is cancelled?

Direct Debit is not cancelled by unsuccessful runs. It is cancelled only upon the customer’s instruction


How can I reach the Bank to provide my feedback?

  • Option 1: By Telephone

You may call our Contact Centre on 202 9200 anytime as from 08:30 to 16:30 hrs. Additionally a dedicated line 202 9203 is available to take your feedback, complaints or suggestions, operational as from 08:45 to 16:30hrs.


  • Option 2: Write to us

You may choose to address your feedback/complaint to:

The Customer Experience Department

Bank One Limited,

16, Sir William Newton Street,

Port Louis


  • Option 3: Email us

Drop us an email at [email protected]


  • Option 4: Through our website

Visit our website and post your message in the feedback/complaint section.


  • Option 5: Feedback/Complaint boxes

You may wish to fill in one of our feedback brochures and drop it in our feedback box available in all our branches.


  • Option 6: Talk to us

Meet your Relationship Manager, Branch Manager or any bank representative and voice out your feedback/suggestion or concern.


  • Our time-frame to resolve issues

We will send you an acknowledgement within 24 hours of receipt if your complaint has not been resolved on the spot. You may expect to have a reply within 10 days that your complaint was lodged. You will be informed if the matter under investigation requires additional time to be resolved depending on the complexity of the issue.

KYC Policy

What is ‘Know Your Customer’ policy?

The ‘Know Your Customer’ Policy, commonly referred to as ‘KYC’, is a mandatory framework for all banks and other financial institutions used for customer identification process. It sees to it that the identity and permanent address of individuals or entities resorting to financial services are ascertained at all times.

The KYC Policy is backed by laws and guidelines, namely:

  • The Banking Act 2004;
  • The Financial Intelligence and Anti-Money Laundering Act (FIAMLA) of 2002;
  • The Financial Intelligence and Anti-Money Laundering Regulations (FIAMLR) of 2003; and
  • The Bank of Mauritius Guidance Notes on Anti-Money Laundering and Combating the Financing of Terrorism

Why KYC is important for you as a customer?

It ensures that the relationship between you and your bank is properly maintained as per legal provisions, thereby mitigating the risks of identity theft or unauthorized/ fraudulent transactions during this relationship.


It is applicable, but not limited to, opening or holding an account, having a fixed deposit, applying for a loan, renting a safe deposit box, entering into a fiduciary relationship or having recourse to a bank for a one-off transaction.

What is required to get through the KYC verification for an individual?

What is required from you are readily available documents that will help confirm

your identity and address:

(i) For Individual customers, these are:

As Proof of identity :

  • National identity card / Current valid passport

As Proof of address:

  • Recent utility bill (Telephone / Electricity /Water bills) / Recent bank or credit

card statement / Recent bank document specifying your address

  • Any other document or documents which, beyond reasonable doubt, establish

(es) the address of the customer.

Please note that the above are basic KYC documents and that additional documents may be required for non-residents and in other specific cases.

Lost/Stolen card

How Do I Report A Card Lost or Stolen?

Contact us immediately on 230 467 1900 to report and to request a replacement card.

Standing Order

What is a Standing Order or Instruction?

Standing Order is a Payment Product and addresses the needs of customers who have to effect payments of a fixed amount to a specified beneficiary/ies at specified frequencies for a specified period or until further notice.

The instruction has

  • a start date
  • an end date or until further notice
  • frequency
  • beneficiary name
  • beneficiary bank/account number
  • amount
  • reference number
  • customer’s authorisation

Once created on the system, the standing order is effected automatically as per its scheduled frequency until its expiry date/cancellation by the customer.

Under which conditions a standing order is not executed?

  • No available funds in account
  • On expiry
  • Account is blocked disallowing any debit by court order

After how many unsuccessful retries a standing order is cancelled?

After 3 months of non-execution.

How much does the Bank charge for the execution of a standing order?

Internal Transfer self account:Rs10

Internal Transfer third party account:Rs15

Transfer to other banks:Rs30