GENERAL INFORMATION ON PAYMENT SERVICES FOR CONSUMERS CUSTOMER INFORMATION

Transcription

1 GENERAL INFORMATION ON PAYMENT SERVICES FOR CONSUMERS CUSTOMER INFORMATION

2 Responsible for content: Austrian Anadi Bank AG I Domgasse 5 I 9020 Klagenfurt am Wörthersee Commercial register number FN a/Klagenfurt regional court I DPR: Tel. +43 (0) I Fax +43 (0) I austrian@anadibank.com anadibank.com The content of this brochure has been compiled with due diligence and care and has been reviewed several times. However, the possibility of errors cannot be excluded. Last updated: May General information on payment services for consumers

3 CUSTOMER INFORMATION BROCHURE CONTENT A. Austrian Anadi Bank AG 4 1. Bank information 4 2. Licence 4 B. Current account agreement, costs 4 1. General Terms and Conditions of Austrian Anadi Bank AG, conditions for Online Banking and Office Banking 4 2. Changes to ongoing services agreed with consumers (except for interest on credit balances) 5 3. Duration, termination 5 4. Charges and costs 5 5. Foreign currency transactions 6 6. Interest 7 C Communication with Austrian Anadi Bank AG 7 1. Language 7 2. Communication options 7 3. Legally binding declarations and communications 7 D Payment transaction services provided by Austrian Anadi Bank AG 8 1. Services offered general 8 E Special payment instruments 9 1. Description of payment instruments and customer s duties of care 9 2. Blocking of payment instruments 11 F Issuing and execution of payment orders Issuing of authorisation, revocation and refusal of payment orders Execution of payment orders Time of receipt of payment orders Liability of Austrian Anadi Bank AG for non-execution or incorrect execution of payment orders 5. Information concerning individual payment transactions 15 G Liability and duty of reimbursement in connection with payment orders Payment transactions which have not been authorised by the customer Reimbursement of an authorised payment transaction which has been initiated by the payee 17 H Complaints 17 I Enclosures 17 J List of branches General information on payment services for consumers 3

4 GENERAL INFORMATION ON PAYMENT SERVICES FOR CONSUMERS The purpose of the information provided in this brochure is to inform customers who are consumers about circumstances that may be important for them in connection with the payment services offered by Austrian Anadi Bank AG. However, this information cannot replace the necessary contractual agreements. A. AUSTRIAN ANADI BANK AG 1. BANK INFORMATION Austrian Anadi Bank AG Domgasse Klagenfurt am Wörthersee, Austria Tel. +43 (0) Fax +43 (0) austrian@anadibank.com Internet anadibank.com SWIFT/BIC HAABAT2K Opening times as posted in the branches Commercial register number FN a/Klagenfurt regional court Place of jurisdiction: Klagenfurt am Wörthersee DPR no LICENCE Austrian Anadi Bank AG has been licensed to operate as a bank by the Austrian Financial Market Authority (FMA), Otto-Wagner-Platz 5, 1090 Vienna. This licence also authorises Austrian Anadi Bank AG to provide payment services for its customers. B. CURRENT ACCOUNT AGREEMENT, COSTS 1. GENERAL TERMS AND CONDITIONS OF AUSTRIAN ANADI BANK AG, CONDITIONS FOR ONLINE BANKING AND OFFICE BANKING In addition to this General Information on Payment Services, the customer will, in the course of opening a current account, receive an account opening application and the General Terms and Conditions of Austrian Anadi Bank AG, the Bank Card Conditions and the Conditions for Online Banking and Office Banking (hereinafter generally referred to as the Conditions ), which must be agreed between Austrian Anadi Bank AG and the customer if the latter is interested in receiving the payment services provided by the bank. If agreed between Austrian Anadi Bank AG and the customer, the Conditions become part of the current account agreement, and, in conjunction with the regulations contained in the current account agreement and in the agreements concluded in respect of individual payment services, form the basis for the payment services to be provided by Austrian Anadi Bank AG. 4 General information on payment services for consumers

5 The customer may, at any time during the term of the current account agreement, request presentation of the recent version of these General Information on Payment Services and the Conditions, free of charge. Unless otherwise agreed, the documents will be presented in hard copy. 2. CHANGES TO ONGOING SERVICES AGREED WITH CONSUMERS (EXCEPT FOR INTEREST ON CREDIT BALANCES) Changes to ongoing services to be provided by the bank to the customer will be offered to the customer by the bank not later than two months before the proposed date of entry into force. The agreement of the customer to these changes will be deemed to have been given if no objection has been received at the premises of the bank before the proposed date of entry into force. The bank will point this out to the customer when offering the changes. The bank can hold the offer for retrieval in a manner agreed with the customer. However, if the change relates to payment services, it must be communicated to the customer, and the customer has the right to terminate the framework agreement relating to the services without notice and free of charge at any time up to the date on which the change comes into force. The bank will also point out this right of termination in the offer. However, the bank may only agree with the customer on a change of service in the manner envisaged in paragraph 1 if this is objectively justified in consideration of all circumstances (change in prevailing customer needs, statutory and supervisory authority requirements, security of bank operation, technical developments, or considerably reduced level of use of the service with significant adverse effect on cost covering). 3. DURATION, TERMINATION The current account agreement and the agreements necessary for individual payment services are concluded for an indefinite period. The customer can, at any time and without charge, terminate a framework agreement in respect of payment services, in particular the current account agreement, subject to observance of a notice period of one month. The right to termination without notice and free of charge, of a framework agreement in respect of payment services, in particular the current account agreement, on the occasion of any change which has been proposed by the bank to the General Terms and Conditions or to a framework agreement in respect of payment services (in particular the current account agreement) is not affected. All cards and keys (e.g. for a letter safe) that have been issued must be returned by the customer to Austrian Anadi Bank AG. Austrian Anadi Bank AG must observe a notice period of two months in the context of ordinary termination. In the event of the termination of the entire business connection or of individual business relationships, Austrian Anadi Bank AG will proportionally reimburse the charges paid for a defined period in advance in respect of payment services to customers who are consumers. 4. CHARGES AND COSTS The schedule of fees and charges (displayed in the front office) and the prices/services information sheet which is handed to the customer together with the present General Information on Payment Services, and which together, in the absence of any other agreement, also become part of the current account agreement, shows the charges applied by Austrian Anadi Bank AG in respect of account management and the payment services covered by the current account agreement. This applies also in respect of charges for communications concerning refusal to carry out a payment order, charges for taking account of a revocation after an order has become irrevocable, and charges for efforts made to recover a transfer amount which has been misdirected due to incorrect customer identifiers. General information on payment services for consumers 5

6 In addition to the charges of Austrian Anadi Bank AG as shown in the prices/services information sheet and in the schedule of fees and charges, cash outlays may also arise under certain circumstances, which Austrian Anadi Bank AG has to pay to third parties when executing customer orders. These cash outlays must also be borne by the customer. Changes to the charges agreed with consumers in respect of payment services (except for interest on debit balances) Changes to the charges for ongoing services as agreed in a framework agreement in respect of payment services (in particular in a current account agreement) will be offered to the customer by the bank not later than two months before the proposed date of entry into force, which in any given year will always be on 1 April. The agreement of the customer to these changes will be deemed to have been given if no objection has been received by the bank before the proposed date of entry into force. The bank will point this out to the customer in the offer, which must describe the extent of the change. The customer has the right to terminate the framework agreement without notice and free of charge at any time up to the date on which the change comes into force. The bank will also point out this right of termination in the offer. The offer shall be communicated to the customer by the bank. The method agreed in paragraph 1 may also be used for concluding an agreement with the customer for the charges to be adjusted to the development of the national consumer price index for 2010 as published by Statistik Austria (the consumer price index ). The adjustment is carried out by comparison of the index values per November of the year ended with those per November of the preceding year. The charge resulting from the adjustment is commercially rounded to whole cents. If, in any year, the customer has not been offered the charge resulting from the development of the consumer price index, this adjustment can also be offered to the customer subsequently with effect for the future. The method envisaged in paragraph 1 may only be used for agreements between the bank and the customer concerning an adjustment that deviates from the development of the consumer price index if the following conditions are fulfilled: The development of the costs arising for the bank that has occurred in connection with the respective ongoing service in the relevant period in regard to the adjustment according to paragraph 2 deviates from the development of the consumer price index, due consideration being given to all objectively justified circumstances that apply (in particular, changes in statutory and supervisory authority framework conditions, changes in staff costs and/or material costs), and the adjustment offered corresponds to this deviating cost development. Any charge increase corresponds at most to three times the increase that would result from the development of the consumer price index (CPI). It is pointed out in the offer that the change offered is greater than the change that would result from the development of the consumer price index. 5. FOREIGN CURRENCY TRANSACTIONS If it is necessary to buy or sell amounts in foreign currency in the context of a payment service to be provided by Austrian Anadi Bank AG, the purchase or sale is undertaken by Austrian Anadi Bank AG on the basis of the current market exchange rate on the date of the execution of the order, as generally charged by Austrian Anadi Bank AG to its customers. On the following business day at the latest, these rates, which are applicable with immediate effect, will be provided on the Internet site of Austrian Anadi Bank AG ( and posted at the counter in the branches. Other charges in respect of currency transactions of Austrian Anadi Bank AG are shown in the current schedule of fees and charges. 6 General information on payment services for consumers

7 6. INTEREST The agreed interest rates for current account credit and debit balances are shown in the prices/ services information sheet, as amended. If interest rates are variable, they will be adjusted on the basis of the interest adjustment clause as agreed in the account opening application or in any additional agreement. The currently applicable notional annual interest for overdrafts and exceeding credit lines is posted at the counter. C. COMMUNICATION WITH AUSTRIAN ANADI BANK AG 1. LANGUAGE Austrian Anadi Bank AG uses the German language when concluding agreements and in transactions with its customers in connection with payment services. Some agreements are also available in the English language. It is expressly confirmed that in the event of differences of interpretation only the German version of the agreements applies, and that translations into foreign languages are provided exclusively as a service to the customer by Austrian Anadi Bank AG. 2. COMMUNICATION OPTIONS Generally, in addition to personal discussion during branch opening times, customers can also contact Austrian Anadi Bank AG by telephone, in writing or by electronic communication (for contact details, see section A/1. Bank information ). 3. LEGALLY BINDING DECLARATIONS AND COMMUNICATIONS Unless otherwise agreed, legally relevant correspondence between Austrian Anadi Bank AG and its customers is undertaken in writing (in particular also through account statements). For the authorisation of payment orders and also for notices and information in connection with payment orders, the form of communication that has been agreed in regard to the respective payment service is used. To that end, provided the customer has the necessary technical equipment such as a computer and telecom connection, the following options may be considered in addition to written communication: Online Banking, Online Banking & App and Office Banking using the agreed personal identification characteristics and the agreed authorisation process, fax and telephone, an agreed password being stated for this purpose, other electronic data transmission, data carriers, mailbox in Anadi Online Banking and Office Banking, the agreed security precautions being observed, Self-service terminals (in particular money transfer terminals) using the customer s bank card. Note concerning account statements When the number of entry lines exceeds 200 and/or at the latest after 11 months, a statement print-out is automatically generated (either physically or in the virtual safe). Irrespective of the form agreed with the customer (e.g. via Online Banking and Office Banking or bank statement printer), the statement is always retained at the bank. General information on payment services for consumers 7

8 D. PAYMENT TRANSACTION SERVICES PROVIDED BY AUSTRIAN ANADI BANK AG 1. SERVICES OFFERED GENERAL In the sphere of payment transactions, Austrian Anadi Bank AG offers the following services: a. Management of payment accounts ( current accounts ) including processing of payments into and out of these accounts A current account makes participation in cashless payment transactions possible. It is a hub for most matters relating to cash. Current accounts are used for payment transactions and not for investment purposes. Money due on a daily basis is cleared on this account. All receipts in favour of and all outgoings debited to the account holder(s) are booked on the current account. Because of this continual recording and balancing of account movements, the money in a current account is also referred to as current account deposits. b. Processing of payment transactions, particularly in the form of: Transfers (including transfers in the form of standing orders) A transfer is the cash-free transference of a certain amount from one account to another account at the same or another bank. The order for the transfer can be made in any of the forms which have been agreed with the bank. The ordering party must authorise the order (providing a signature that accords with the signature authorisations, entering identification characteristics such as itan, mobiletan, cardtan or digital signature) and must ensure that there are sufficient funds in the account to cover the transfer. Transfers can be ordered on a normal or urgent basis; an urgent order guarantees accelerated fast-track execution on the same day to the beneficiary s account. Transfers can take various forms (SEPA payment instruction and international bank transfer). The SEPA (Single Euro Payments Area) payment instruction is the standard European payment transaction product for domestic and cross-border euro transfers throughout the SEPA area. A standing order is a one-off written or electronic instruction by the account holder or authorised signatory to his/her bank to make payments in equal amounts at regular intervals to the same payee. A standing order can be valid until it is revoked, or it can be subject to a time limit imposed by the customer. With effect from 1 February 2014, the SEPA Direct Debit (SDD) constitutes the new uniform European collection procedure for domestic and cross-border euro debits throughout the SEPA area. The SEPA Direct Debit has been implemented in two forms: SDD Core and SDD Business to Business (B2B). The SEPA Direct Debit Core is used for direct debits between consumers and non-consumers. It is similar to the direct debit mandate procedure used in Austria. The SDD Core procedure is not final, which means that the debtor is entitled to reimbursement of the direct debit amount without statement of reasons within eight weeks following execution. The SEPA Direct Debit B2B is used when both the creditor and the debtor are not consumers. Direct debits which are processed via the B2B process are final. Accordingly, there is no entitlement to reimbursement after the direct debit has been executed. Austrian Anadi Bank AG offers the possibility of participating in the SEPA Direct Debit process both actively (as creditor) and passively (as debtor). The SEPA direct debit process requires the mandatory statement of identification of the submitter (the creditor ID) with each direct debit procedure. The registration process is under-taken by Austrian Anadi Bank AG. An agreement is signed in regard to the collection of receivables using the SEPA Direct Debit B2B/Core process (creditor agreement with Austrian Anadi Bank AG). 8 General information on payment services for consumers

9 The creditor must obtain a valid mandate from each debtor whose liabilities are to be collected from the debtor s account using the SEPA Direct Debit procedure. The mandate represents the authorisation agreement between the two parties. IBAN and BIC must be used as identification instead of the account number and the bank sort code. E. SPECIAL PAYMENT INSTRUMENTS 1. DESCRIPTION OF THE PAYMENT INSTRUMENTS AND CUSTOMER S DUTIES OF CARE Bank cards a. Description of the payment instrument Bank cards can be in the form of a simple customer card (without ATM and POS function) i.e. only for statement printing or a Maestro ATM card (with ATM and POS function). Maestro ATM card: With the Maestro ATM card, depending on the individually agreed limit and assuming that the account provides corresponding cover, the customer can undertake: - cash withdrawals at ATMs in Austria and abroad, - payment at electronic terminals in Austria and abroad (POS), - contactless payment and cash withdrawals at specified points of acceptance in Austria and abroad, - payment using the QUICK e-cash function after funds have been allocated to the card, - statement printing at the bank statement printer and account balance queries, - use of additional self-service terminals in bank branches (in particular money transfer terminals) and access to bank lobbies, - generation of cardtans to authorise payment transactions in Online Banking and Office Banking. Payment processes using the Maestro ATM card are debited to the account individually, without any period allowed for payment. b. Customer s duties of care The customer is obliged (including in his/her own interest) to keep his/her bank card safe. Bank cards may not be passed on to third persons. The personal code must be kept secret, and may not be noted down on the bank card. The personal code may not be made known to any other person, including relatives, employees of Austrian Anadi Bank AG, other account holders or other card holders. When using the personal code, the customer must ensure that it cannot be seen by third parties. Credit cards c. Description of the payment instrument Credit cards are used for: cash-free payment for goods and services at the premises of contracting companies of the credit card issuer (= payment function), - - cash withdrawals at ATMs identified by the credit card logo (e.g. MasterCard, VISA etc.), and General information on payment services for consumers 9

10 cash withdrawals at authorised cash payment centres (e.g. banks) (= cash procurement function). Payments using credit cards will be billed in a monthly collective invoice with an extended payment date, and will be charged to the account to which the credit card has been issued. d. Customer s duties of care The customer s duties of care in regard to credit cards are the same as those applicable for bank cards (see E/1/b). Online Banking, Online Banking & App and Office Banking e. Description of the payment instrument With Online Banking, Online Banking & App and Office Banking, queries can be made concerning account balances and account turnover, amounts can be transferred, and account statements can be requested. The detailed scope of services for the individual products is set out in the product and price information for Online Banking, Online Banking & App and Office Banking. Austrian Anadi Bank AG reserves the right to restrict the scope of services if serious reasons apply. With Online Banking and Office Banking, Austrian Anadi Bank AG is able to contact the customer by secure mailbox to provide information about new products and changes. Precondition for the use of Online Banking, Online Banking & App and Office Banking: The necessary technical equipment has to have been installed, the minimum requirements being set out in the product and price information for Online Banking, Office Banking and Online Banking & App, as amended. In addition, at least one account must have been set up at Austrian Anadi Bank AG. The necessary authorisation characteristics will be allocated by Austrian Anadi Bank AG. f. Customer s duties of care The authorisation characteristics that have been allocated to the customer must be kept secret by him/her. The customer must apply the utmost care in the preservation of the authorisation characteristics to ensure that any abuse of the system is avoided, since any person who knows these authorisation characteristics is able to issue legally binding declarations (including payment orders) on behalf of the customer. If the customer is aware, or merely suspects, that an unauthorised person has obtained knowledge of the authorisation characteristics, the customer must immediately inform Austrian Anadi Bank AG and have access to the account blocked. The customer must check the execution of all orders/disposals issued in the context of Online Banking, Online Banking & App and Office Banking. It is expressly confirmed that the customer bears the liability in respect of disadvantages and losses arising from any incorrect information in payment orders issued using Online Banking and Office Banking. The customer is exclusively liable for the correctness of all information that has to be passed on by Austrian Anadi Bank AG to the banking supervisory authority or to Oesterreichische Nationalbank on the basis of statutory regulations or other provisions. Also applicable are the recommendations on security in Online Banking and Office Banking as handed over to the customer, the core content of which is as follows: System security 1. Use of trustworthy computers 2. Use of security-optimised operating systems and browsers 3. Use of virus protection and firewall 10 General information on payment services for consumers

11 Security-conscious behaviour 4. Confidentiality of PIN, user name and number, and TAN 5. Online Banking address of the bank (URL) must be entered manually 6. Online Banking site must be checked 7. User PIN and TAN must not be filed or stored on the computer Be aware of potential dangers 8. Treat s apparently coming from the bank with caution 9. Observe information sent by the bank and report events to the bank hotline 10. Check account statements regularly 2. BLOCKING OF PAYMENT INSTRUMENTS a. Blocking by Austrian Anadi Bank AG Austrian Anadi Bank AG is entitled to block payment instruments issued to a customer if this is justified by objective reasons in connection with the security of the payment instrument, non-authorised or fraudulent use of the payment instrument is suspected, or the customer has not fulfilled his/her payment obligations in connection with a credit line associated with the payment instrument (overdrafts or over-the-limit transactions), and the fulfilment of these payment obligations is at risk due to a deterioration in or endangerment of the customer s or co-debtor s financial situation, or the customer has become insolvent or will likely become insolvent in the immediate future. Austrian Anadi Bank AG will inform the customer unless such information would contravene a court or government order, violate Austrian or Community laws or objectively compromise security considerations in a form of communication agreed with the customer, of the block and of the reasons triggering it, if at all possible before the block is applied and at the latest immediately afterwards. b. Blocking by the customer The customer must immediately notify Austrian Anadi Bank AG of the loss, theft, abuse or other non-authorised use of a payment instrument, as soon as he/she has knowledge thereof. During bank opening times: The account/card holder can have his/her cards and online payment instruments blocked during bank opening hours by contacting Austrian Anadi Bank AG in person, in writing or by telephone (for contact details, see section A/1. Bank information ). The customer must state the IBAN and the BIC of Austrian Anadi Bank AG (HAABAT2K) to which the payment instrument was issued. If the customer is not also able to state the card number or user number that is to be blocked, all cards issued to the customer s account/all user names allocated to the account will be blocked. Any block of Anadi Maestro ATM cards which is ordered during opening times at Austrian Anadi Bank AG or at any time at the PSA emergency number will become effective immediately upon receipt of the blocking order. The block will not be effective for payments made using the electronic wallet (QUICK), nor for low-value payments without entry of the personal code, which will continue to be possible after the block up to a maximum amount of EUR General information on payment services for consumers 11

12 Credit card blocks apply immediately following notification to the respective credit card company. From this point onwards the customer is released from liability. The block on access to accounts in the context of Online Banking, Online Banking & App and Office Banking is effective immediately following receipt of notification, but if any abuse is suspected, the block must be confirmed in writing if Austrian Anadi Bank AG so requests. Outside of bank opening times: For card blocks, the numbers for the respective card company as listed on the following page (card block hotline) must be used. For blocks on Maestro ATM cards, the customer must state the sort code or BIC of Austrian Anadi Bank AG (HAABAT2K), the account number or IBAN to which the payment instrument was issued, and also any subsequent number (if only one particular card is to be blocked). Under no circumstances may the PIN be disclosed! Blocking orders received on the blocking hotline become effective immediately upon receipt. Blocking orders (including those via the blocking emergency number) are final and have the effect of blocking all cards issued to the account until further notice. If all cards have been blocked, only the account holder can have the block on individual cards lifted at the bank. A new Anadi Maestro ATM card is only issued on the basis of a written order from the account holder. If cards are lost or stolen, the customer must, in addition, file a report to the competent authority, stating the card details, the place and (approximate) time of the loss/theft, and must send the original report or a copy to Austrian Anadi Bank AG upon request. Telephone numbers for blocking Maestro ATM cards: Emergency number in Austria (free of charge) Emergency number abroad +43 (1) (charge payable) Telephone numbers for blocking credit cards: DC-Bank AG (Diners Club): Monday to Friday, 8:00 am to 4:00 pm Tel. +43 (1) Fax +43 (1) kundendienst@dinersclub.at PayLife: Tel +43 (1) Fax +43 (1) paylife24@paylife.at Outside of office times Tel. +43 (1) or 136 credit.control@dinersclub.at American Express: Austria (charge payable) Abroad +49 (69) card complete: Tel. +43 (1) Fax +43 (1) Blocking of Online Banking, Online Banking & App and Office Banking: An automatic block on online payment instruments occurs after: more than three incorrect attempts to enter the PIN more than three incorrect attempts to enter the TAN 12 General information on payment services for consumers

13 For other blocks, and for any queries in this connection, our customers can use the Support Hotline from Monday to Friday from 7:30 am to 5:00 pm, tel. +43 (0) , The account holder/card holder is entitled to have the block of the payment instrument lifted. Once a block has entered into effect, a new card will only be issued upon the account holder s express written request. F. ISSUING AND EXECUTION OF PAYMENT ORDERS 1. ISSUING OF AUTHORISATION, REVOCATION AND REFUSAL OF PAYMENT ORDERS When an order is issued, the necessary data for the respective order type must be stated. The order forms prescribed by Austrian Anadi Bank AG (in electronic or paper form) are to be used for the issuing of orders. In the case of transfer orders in favour of a payee whose account is managed by a payment service provider in Austria, or in other states of the European Economic Area (EEA), or in Switzerland, Monaco, San Marino, Jersey, Guernsey and Isle of Man the customer must designate the payee using the payee s International Bank Account Number (IBAN). If the payee s service provider has its registered office in a member state of the EEA other than Austria, or in Switzerland, Monaco, San Marino, Jersey, Guernsey and Isle of Man, then, until 31 January 2016, the Bank Identifier Code (BIC) of the payee s service provider must also be stated in addition to the IBAN. In the case of transfer orders in favour of a payee whose account is managed by a payment service provider outside the EEA and in Switzerland, Monaco, San Marino, Jersey, Guernsey and Isle of Man, the customer must designate the payee as follows: using the name and account number of the payee, and either the name, sort code or BIC of the payee s service provider, or using the payee s IBAN and the BIC of the payee s service provider. The IBAN and BIC information that has to be provided by the customer as envisaged in paragraphs 1 and 2 represents the payee s customer identifier, on the basis of which the transfer order is executed. Further information concerning the payee, in particular the payee s name, does not form part of this customer identifier, and is disregarded in the context of the execution of the transfer. As far as the bank is concerned, the payment reference as stated in the transfer order is to be disregarded in all cases. Austrian Anadi Bank AG shall only consider a payment order to be authorised if the customer has consented to the payment process in the form which has been agreed with the customer for this purpose, and if a payment instrument which has been agreed with the customer for this purpose is used. Court orders or orders issued by the authorities can replace the customer s agreement to the payment process. Transfer orders which have been received by the bank cannot be unilaterally revoked by the customer. If a later execution date is agreed for a transfer order, the irrevocability of the order only becomes effective at the end of the business day preceding the execution date. The fact of a transfer order having been accepted by the bank does not of itself give rise to any rights whatsoever of any third party vis-à-vis the bank. General information on payment services for consumers 13

14 Austrian Anadi Bank AG can only refuse to carry out an authorised payment order if: the order does not fulfil all of the requirements as specified in the current account agreement and in the conditions (in particular, if necessary information is missing, or if the necessary cover is not provided by means of the credit balance on the account or an open credit line); or the execution would violate Community law or national regulations, or a court order or an order issued by the authorities; or there is justified suspicion that the execution of the order would constitute a criminal act. If electronic data carrier orders which have been accepted cannot be carried out on the same day because of insufficient cover, Austrian Anadi Bank AG will inform the customer concerning the refusal of the order at the end of the day in the agreed form. In addition, the refused order will be held as a service to be provided for 3 days, and will be executed if sufficient cover becomes available in the account. After 3 bank working days, if an attempt at disposal is unsuccessful, the order will be deleted from the system and the customer will be informed accordingly. The charges applied in respect of the processing costs of any unsuccessful attempt at disposal due to insufficient cover are shown in the schedule of fees and charges, as amended. 2. EXECUTION OF PAYMENT ORDERS Effective from 1 January 2012, Austrian Anadi Bank AG ensures that the amount forming the subject of a payment transaction in euros is received by the payee s service provider registered in the European Economic Area no later than one business day after receipt of the payment order. For payment orders which are issued in paper form, the periods of time indicated above are extended by one further business day. For payment transactions within the European Economic Area which are not made out in euros, but in another currency of a member state of the European Economic Area, the execution period is always four business days. If both the ordering party and the payee have accounts at Austrian Anadi Bank AG, payment orders are executed and value-dated on the same day. The value date of a debit entry on an account is, at the earliest, the date on which the actual booking is made. For credit entries, the value date is, at the latest, the booking date. 3. TIME OF RECEIPT OF PAYMENT ORDERS A payment order is deemed to have been received by Austrian Anadi Bank AG if it fulfils all the agreed preconditions (in particular, sufficient cover), and is received by Austrian Anadi Bank AG on a business day by the time shown in the following list. If an order is not received on a business day, or is received on a business day after the times referred to below, it is deemed not to have been received until the following business day. Method of issue: Payments in Austria, the European Economic Area and Switzerland, Monaco, San Marino, Jersey, Guernsey and Isle of Man Paper-documented issue Latest time of receipt: Close of business at the branch in question Payments in Austria, the European Economic Area and Switzerland, Monaco, San Marino, Jersey, Guernsey and Isle of Man Electronic issue Monday to Friday, 3:45 pm 14 General information on payment services for consumers

15 Method of issue: Other foreign payment transactions Paper-documented issue, conversion into foreign currency necessary Latest time of receipt: Close of business at the branch in question Other foreign payment transactions Paper-documented issue, no conversion necessary Close of business at the branch in question Other foreign payment transactions Electronic issue, conversion into foreign currency necessary Monday to Friday, 1:30 pm Other foreign payment transactions Electronic issue, no conversion necessary Monday to Friday, 3:00 pm Business days when Austrian Anadi Bank AG carries out payment transactions are Monday to Friday, except for (national) public holidays, Good Friday and 24 December. 4. LIABILITY OF AUSTRIAN ANADI BANK AG FOR NON-EXECUTION OR INCORRECT EXECUTION OF PAYMENT ORDERS Austrian Anadi Bank AG is liable towards its customers, in the context of payment orders in favour of a payee account held in the European Economic Area, for the proper and timely execution of the payment transaction up to receipt of the amount at the premises of the payee s service provider. In the case of payment orders in favour of payee accounts held at banks outside the European Eco-nomic Area, Austrian Anadi Bank AG is under an obligation to ensure that the payment order is processed as soon as possible, and to involve the services of additional suitable service providers for this purpose, unless these have been specified by the customer. As of receipt of the amount, the payee s service provider is liable towards the payee for the proper further execution of the payment transaction. If a payment transaction is initiated by or through the payee, the payee s service provider is liable towards the payee for: the proper transmission of the payment order to the payer s service provider, and the processing of the payment transaction in accordance with the duties of the payee s service provider in regard to value date and availability. 5. INFORMATION CONCERNING INDIVIDUAL PAYMENT TRANSACTIONS Following the execution of a payment transaction, Austrian Anadi Bank AG will send the customer the following information, or hold it at the branch for collection, or hold it in readiness for retrieval via the Online Banking and Office Banking payment instruments, or for print-out on the bank statement printer, depending on what has been agreed: - - a reference by which the payment transaction in question can be identified, and information about the payee, if applicable; General information on payment services for consumers 15

16 the amount of the transaction in the currency in which the customer s payment account will be debited, or in the currency used in the payment order; the exchange rate (if any) used for the payment transaction and the charges to be paid in respect of the payment transaction; and the value date on which the amount was debited or the date on which the payment order was received. In addition, Austrian Anadi Bank AG will, upon request, provide the customer, free of charge, with a list of the charges accruing in the preceding month in respect of the processing of payment transactions. This information is provided to the customer both as ordering party and as payee. G. LIABILITY AND DUTY OF REIMBURSEMENT IN CONNECTION WITH PAYMENT ORDERS 1. PAYMENT TRANSACTIONS WHICH HAVE NOT BEEN AUTHORISED BY THE CUSTOMER a. Correction of account debit If a payment order charged to a customer account has been carried out without authorisation by the customer, Austrian Anadi Bank AG will immediately restore the account which has been debited to the status it would have had if the non-authorised transaction had not taken place, i.e. the bank will, in particular, reverse the debit on the account with the amount of the transaction per the value date of the debit. In order for such corrections to be effected, the customer must immediately inform Austrian Anadi Bank AG as soon as he/she has identified any payment transaction which he/she has not authorised. The customer s right to have the correction carried out terminates at the latest 13 months after the date on which the amount was debited. b. Liability of the customer If payment transactions which have not been authorised by the customer are based on abuse of a payment instrument, the customer must reimburse Austrian Anadi Bank AG for the entire damage arising for Austrian Anadi Bank AG, if the customer: has facilitated the occurrence of the damage with fraudulent intent, or has brought about the damage through intentional or grossly negligent violation of the duties incumbent upon him/her in connection with the careful preservation of payment instruments. If the customer s violation of these duties is only due to ordinary negligence (i.e. if the customer has unintentionally committed an act which contravenes of his/her duty of care, such as cannot be excluded even in the case of an averagely careful person), the customer s liability for the damage is limited to the amount of EUR Except for the cases addressed in (i) and (ii), the customer is not liable for payment transactions if he/she has instructed Austrian Anadi Bank AG to block a payment instrument and the payment transactions in question have been carried out using that payment instrument. 2. REIMBURSEMENT OF AN AUTHORISED PAYMENT TRANS- ACTION WHICH HAS BEEN INITIATED BY THE PAYEE The customer can object to a debit on his/her account and, within a period of eight weeks of the date on which the amount in question was debited, can require Austrian Anadi Bank AG to reimburse the full debited amount in the following cases: 16 General information on payment services for consumers

17 in the context of direct debits authorised by the customer, if the account holder has not been informed concerning the forthcoming debit at least four weeks before the amount is debited; in the context of direct debit mandates issued by the customer, without statement of reasons. H. COMPLAINTS Austrian Anadi Bank AG always endeavours to provide its customers with the best possible service in regard to their concerns, wishes and requirements in all matters relating to banking. If a customer nevertheless has cause for complaint, Austrian Anadi Bank AG will immediately look into the matter. To this end, customers can contact either the responsible customer account manager or the Support Centre of Austrian Anadi Bank AG (tel. +43 (0) or support@anadibank. com). A customer also has the option of taking his/her complaint to Gemeinsame Schlichtungsstelle der Österreichischen Kreditwirtschaft (general arbitration office), Wiedner Hauptstraße 63, 1045 Vienna. In addition, the Austrian Financial Market Authority, Otto-Wagner-Platz 5, 1090 Vienna, is available to deal with complaints. Jurisdiction for decisions relating to disputes in connection with account management or payment services rests with the ordinary courts, which must apply Austrian law in this regard. The general place of jurisdiction for Austrian Anadi Bank AG is stated in section A/1. Bank information. I. ENCLOSURES Account opening application General Terms and Conditions of Austrian Anadi Bank AG, Bank Card Conditions, Conditions for Online Banking and Office Banking Prices/services information sheet for account management and payment services General information on payment services for consumers 17

18 J. BRANCHES NEAR YOU CENTRAL CARINTHIA Filiale Domgasse 5 I 9020 Klagenfurt am Wörthersee Filiale Nord I Feschnigstraße 7 I 9020 Klagenfurt am Wörthersee Servicestelle Klinikum Klagenfurt I Klinikum Klagenfurt I 9020 Klagenfurt am Wörthersee Filiale St. Veit I Platz am Graben 3 I 9300 St. Veit/Glan Filiale Feldkirchen I Tiebelzentrum, 10.-Oktober-Straße I 9560 Feldkirchen LOWER CARINTHIA Filiale Völkermarkt I Hauptplatz 27 I 9100 Völkermarkt Filiale Wolfsberg I Herrengasse 1 I 9400 Wolfsberg Filiale St. Paul I Hauptstraße 18 I 9470 St. Paul UPPER CARINTHIA Filiale Villach I Ossiacher Zeile 9 I 9500 Villach Filiale Spittal I Neuer Platz 19 I 9800 Spittal Filiale Hermagor I Gasser-Platz 1 I 9620 Hermagor FEDERAL STATES Graz I Joanneumring 8 I 8010 Graz Salzburg I Hellbrunnerstraße 9A I 5020 Salzburg Wien I Wollzeile 19 I 1010 Wien 18 General information on payment services for consumers

19 General information on payment services for consumers 19

20 Austrian Anadi Bank AG Domgasse Klagenfurt am Wörthersee Tel. +43 (0) austrian@anadibank.com anadibank.com Commercial register number FN a Klagenfurt regional court I DPR no