General Information About Payment Services for Consumers

Transcription

1 General Information About Payment Services for Consumers General Information About Payment Services for Consumers The information furnished in this document is intended to inform the consumer customers about the circumstances that may be relevant to them in connection with the payment services offered by the Raiffeisen bank. However, it cannot replace the necessary contractual arrangements. I. Raiffeisen Bank 1. Bank Details Raiffeisen Bank International AG Am Stadtpark Wien Commercial register No.: m Place of jurisdiction: Handelsgericht Wien Telephone number: +43/1/ Fax Number: +43/1/ ELBA Hotline: +43/(0)1/33701/ Elba.hotline@rsc.co.at Cash Management Support Desk: +43/(0)1/33701/ cashmanagementsupport@rsc.co.at ELBA Hotline/Cash Management Support Desk opening hours: Monday Friday 8.00 am pm Raiffeisen SperrHotline für Karten und Electronic Banking ( pm): +43/(0)599/32032 DPR Number: Licence The Austrian Financial Market Authority, of Otto-Wagner Platz 5, 1090 Vienna, Austria, has granted the Raiffeisen bank a licence to perform banking services, authorising the Raiffeisen bank to perform, among other things, payment services for its customers. II. Current Account Agreement and Costs 1. Current Account Agreement, General Terms and Conditions, Special Terms and Conditions for Transaction Cards, Terms and Conditions for Electronic Banking. Prior to opening a so-called "Girokonto" [current or giro account; checking account in the US]), the customer will receive this General Information About Payment Services and the Current Account Agreement ("Girokontovertrag") as well as the General Terms and Conditions, the Special Terms and Conditions for Transaction Cards and the Terms and Conditions for Electronic Banking (hereinafter collectively referred to as "Terms and Conditions"), which the customer has to agree upon with the Raiffeisen bank if he/she is interested in making use of the payment services offered by the Raiffeisen bank. The Terms and Conditions - provided that they have been agreed upon between the Raiffeisen bank and the customer will form part of the Current Account Agreement, and together with the rules and regulations contained in the Current Account Agreement and in the agreements reached with regard to the individual payment services, they constitute the basis of the payment services to be furnished by the Raiffeisen bank. At any time during the duration of the Current Account Agreement the customer has the right to receive, on request and at no charge, this General Information About Payment Services and the Terms and Conditions once again. Unless agreed upon another permanent data media, the customer will receive the requested documents in paper form. 2. Changes in the Current Account Agreement and in the Terms and Conditions Any changes in the Current Account Agreement, the Terms and Conditions or of the agreements reached with regard to the individual payment services will be communicated to the customer by the Raiffeisen bank no later than two months before their proposed date of application. The customer will have the opportunity to object to the communicated changes prior to the proposed entry into effect. In its notice of the changes, the Raiffeisen bank will advise the customer also of his/her opportunity to so object, and also of his/her right to terminate the Current Account Agreement with immediate effect and without charge prior to the entry into force of the changes.. In addition, the Raiffeisen bank shall publish a comparison of the provisions concerned by the change to the GTC as well as the complete version of the new GTC on its website and shall provide such comparison to the customer at the latter's request. This procedure shall also apply to the adjustment of fees and charges on the basis of the consumer price index. Using this procedure, any adjustment to charges that derivates from the development of the Consumer Price Index may only be agreed with the customer by the Raiffeisen bank if the adjustment corresponds to the deviating cost development and any increase proposed to a charge 07/09 Page 1/10

2 shall, at maximum, amount to three times the increase in such charge that would derive from the development of the Consumer Price Index. Using this procedure, interest rate adjustments may only be agreed with the customer by the Raiffeisen bank, if the interest rate adjustment corresponds to the development of the costs and the conditions pursuant to Section 46 (3) and 47a (3) of the GTC are met. 3. Duration of Contract and Termination The Current Account Agreement and the agreements required for the individual payment services will be entered into for an unspecified period of time. The customer has the right to terminate the Current Account Agreement and the agreements required for the individual payment services free of charge and at any time as of the end of any calendar month. If the customer gives notice of termination on the last business day of a month, the termination will take effect on the last business day of the following month. If the Raiffeisen bank wishes to give ordinary notice of termination, it must observe a notice period of two months. 4. Fees and Charges; Costs and Expenses The List of Fees and Charges specifies the fees charged by the Raiffeisen bank for maintaining the account and for carrying out the payment services covered under the Current Account Agreement. The List of Fees and Charges also specifies the fees charged for the notice of refusal of a payment order, for executing the customer's revocation of an order after the point in time of irrevocability, and for the efforts to recover an amount transferred to a wrong account because of incorrect unique identifiers. The said List of Fees and Charges will be handed out to the customer together with this General Information About Payment Services and, unless otherwise agreed upon, will also form part of the Current Account Agreement. The Raiffeisen Bank can only change the fees and charges agreed upon with the customer s consent and can only introduce new fees and charges with the custimer s consent. The customer s consent can also be granted within the context of the procedure described under II Foreign Currency Transactions If it is necessary for a payment transaction to be carried out by the Raiffeisen bank to buy or sell foreign currency amounts, the Raiffeisen bank will make the corresponding purchase or sale at the exchange rate for money transfers (Devisenkurs) which is applicable at the time of executing the order and in conformity with the market and which the Raiffeisen bank generally charges its customers. Such rates will be published on the Web site of the Raiffeisen bank and on a notice board on the bank's premises not later than the following business day and are applicable with immediate effect. The extra fees and charges of the Raiffeisen bank incurred in such a transaction are also shown in the List of Fees and Charges. 6. Interest The interest rates agreed upon for debit and credit balances in the giro account are also shown in the List of Fees and Charges. Where variable interest rates are concerned, the adjustment of the interest rate will be made in accordance with the interest adjustment clause agreed upon in the Current Account Agreement. In addition, the interest rates may be changed subject to the customer's approval, as outlined in para. II. 2. III. Communication with the Raiffeisen Bank 1. Language The language employed by the Raiffeisen bank when entering into contracts and in communicating with its customers in connection with payment services will be German. 2. Means of Communication Customers can contact their respective bank advisor during the opening hours of the Raiffeisen bank branches. In addition, they can contact the Raiffeisen bank via the means of communication specified in Section I para. 1 (Bank Details). 3. Legally Binding Statements and Notices The legally relevant correspondence between the Raiffeisen bank and its customers will be made in writing, unless otherwise agreed upon; in particular, statements and notices may also be made or given on the account statements. The authorisation of payment orders as well as any notices and information in connection with payment orders will be made or given in the form of communication agreed upon for the respective payment service. Apart from the written communication, the following forms of communication are possible, in particular, provided that the customer has the necessary technical equipment such as a computer and telephone connection: - Electronic Banking, using the personal identification features agreed upon (including, without limitation, PIN and TAN, electronic signature); - telefax, and telephone, specifying the code word agreed upon for that purpose; - other means of electronic data transfer, data carriers, mailbox in Electronic Banking, taking into consideration the security features agreed upon from case to case. IV. Services of the Raiffeisen Bank in the Area of Payment Transactions 1. Services Offered - General In the area of payment transactions, the services offered by the Raiffeisen bank include, in particular, 07/09 Page 2/10

3 a) Maintaining accounts for payment transactions (so-called "Girokonten" [giro or current accounts, checking accounts in the US]), including the handling of deposits to and withdrawals from such accounts A giro account makes it possible for the customer to make cashless payments. It is the hub for most financial transactions. The giro account is intended for payment transactions and not as a savings account. It is used for accounting for money at call. All deposits and transfers to as well as all withdrawals and transfers from the account are booked to the credit or debit, respectively, of the account holder. Because of this continuing recording and balancing of the entries in the account, the monies in a giro account are also called deposits on current account. b) Executing payment transactions, in particular in the form of - Money transfers (also in the form of standing orders) A money transfer is the cashless transfer of a certain amount of money from one account to another account with the same or a different credit institution. The order to transfer the money can be given in the forms agreed upon with the credit institution. The customer must authorise the order (by providing the signature(s) of the person(s) authorised to sign for the account, entering the identification features such as PIN and/or TAN) and make sure that there is sufficient money in the account. The customer may request the transfer to be made in the ordinary course of business or as an express transfer, the latter guaranteeing an efficient intra-day execution of the transfer order via an express channel, up to the account of the beneficiary. A standing order is the one-time written or electronic instruction given by the account holder or the person(s) authorised to sign for the account to his/her bank to make payments of an identical amount to one and the same beneficiary at regular intervals. A standing order may be given until further notice, or for a certain period of time fixed by the customer in advance. - Debit notes on the basis of a corresponding mandate (direct debit order, "Lastschriftauftrag") Debit notes are used for the collection by the creditor/payee of recurring money claims in differing amounts via an account of the debtor/payer. The debtor/payer gives an instruction directly its bank to debit its account on behalf of the creditor/payee if and when the latter submits a payment request for execution. This procedure shall be replaced by SEPA Direct Debit as of February 1, Collections on the basis of a corresponding collection authorisation (direct debit authorisation, "Einzugsermächtigung") Collection authorisations are used for the collection by the creditor/payee of recurring money claims in differing amounts via an account of the debtor/payer. The debtor/payer authorises the creditor/payee to debit its account and will be informed by the creditor/payee timely in advance. The debtor/payer's bank does not receive any instruction from the debtor/payer, but simply carries out the collection as soon as it receives a corresponding request from the creditor/payee via its bank. The debtor/payer s consent may be revoked by the debtor/payer in writing at any time. The consent to collections being made by an authorized third party can be limited to a certain amount or periodicity or both as from 1 February 2014 by instructing the Raiffeisen bank accordingly. As of February 1, 2014 this procedure shall be replaced by SEPA Direct Debit. - Cards Payment transactions can also be made by means of special cards (transaction card or credit card). The card business also includes the so-called "freizügiger Giroverkehr" scheme of the Raiffeisen banks; the said scheme enables the customer - against presentation of the transaction card as well as an official ID - to make deposits into and/or withdrawals from his/her giro account not only at the Raiffeisen bank maintaining the account but also at any other Raiffeisen bank in Austria. V. Special Payment Instruments A. Description of the Payment Instruments and Care Obligations of the Customer 1. Transaction Card a. Description of the Payment Instrument Transaction cards enable the customers - subject to the transaction limits specifically agreed upon with each customer and provided that there are sufficient funds in the customer's account - - to withdraw money at automated teller machines (ATMs) and cash dispensers in Austria and abroad; - to make payments at Bankomat-Kasse terminals (POS, MAESTRO, PAYPASS/Masterpass) in Austria and abroad; - to make payments with the e-money feature QUICK, following the loading of the card; - to print account statements and to make account queries at the self-service terminals; - to make payments (notes and coins) using a self service terminal - to effect transfers using a self service terminal.. Payment transactions made by means of transaction cards are charged to the account individually and with immediate effect. b. Care Obligations of the Customer The customer is obligated - also in his/her interest - to exercise the necessary care in keeping the transaction card safe. In particular, the customer lacks the necessary care if the transaction card is left in a parked car. The customer is not allowed to 07/09 Page 3/10

4 pass on the transaction card to third parties. The personal code must be kept secret. It must not be written down, in particular, not on the transaction card. The personal code must not be shared with anyone, including without limitation, the cardholder's relatives, employees of the Raiffeisen bank, other account holders or other cardholders. When using the personal code, the customer must make sure to keep it safe from prying eyes. The envelope in which the personal code is sent to the cardholder must be opened without undue delay after receipt, and the communication of the personal code must be destroyed immediately after reading. 2. Credit Cards a. Description of the Payment Instrument The credit card serves the following purposes: - to make cashless payment for goods and services at the individual Merchant - to have access to cash at cash dispensers/atms showing the individual logo; - to have access to cash at locations authorised to pay out cash to cardholders at Within a world-wide system such as VISA, MasterCard etc.payment transactions by means of credit cards are billed once a month in a collective statement with an extended payment term and charged to the account for which the credit card was issued. b. Care Obligations of the Customer The care obligations of the customer in connection with credit cards are identical to those applicable to transaction cards (see Section V.A.1.b) 3. Electronic Banking a. Description of the Payment Instrument Raiffeisen Electronic Banking enables the customer to use the Internet to make account queries and money transfers and to set up standing orders at any time. Furthermore, the customer can receive electronic invoices, manage securities accounts, and obtain information regarding the customer's financial status. With ELBA, the bank advisor can contact the customer via a secure mailbox and inform him/her about the comprehensive offer of Raiffeisen Online. In order to be able to use Raiffeisen Online Electronic Banking, the customer must have an account or securities account with a Raiffeisen bank as well as Internet access with a browser that supports 128-bit encryption (current versions of Microsoft Internet Explorer, Mozilla, Firefox, Safari or Opera). The authorisation number as well as the Personal Identification Number (PIN) will be provided by the Raiffeisen bank. The security system of Raiffeisen Online Banking: Accounts can be accessed only with personal access details and a secret PIN and/or with the digital signature. Transfers and orders can only be made or given by means of mobile TANs or the digital signature procedure. b. Care Obligations of the Customer The identification features must be kept secret. The customer must make sure that third parties do not have any access to the identification features. If it has been agreed that the TANs will be communicated via mobile phone, it must also be ensured that third parties do not have access to the telephone sets of such mobile phone connection. The PIN must be changed at regular intervals, but at least every 2 months. Personal access and authorisation data, such as the login details (PIN) and money transfer authorisation details (TAN) may only be entered on the verified Internet-Banking site of the Raiffeisen bank. Never ever must such confidential information be disclosed in s or standard forms or entered into unknown online banking systems. Never use unreliable computers for carrying out your banking transactions. Only use healthy and well maintained computer systems; at any rate, make sure that the operating system is furnished with recent security software at regular intervals. The same applies to the browser; automatic updates and phishing filters in the Internet browser should be activated. Make sure to use current antivirus software with regular automatic updates against spy ware, viruses, Trojans. A personal firewall to protect your computer system should be activated. Never follow links from s or from other Web sites to the (alleged) Internet-Banking portal of the Raiffeisen bank. Use of bookmarks ("Favoriten", "Lesezeichen") may expose you to the potential risk of manipulation by hackers. As a general rule, the Raiffeisen bank never sends out s asking customers to disclose confidential access or transaction details, such as the authorisation number, PIN and TAN. s of this type are always fraud attempts. Carefully read and write down the Internet-Banking address of the Raiffeisen bank so that you recognize it easily when logging in the next time. Make sure that you have a safe, encrypted connection. Such connection is characterized by a padlock symbol, and the address line of the browser must start with " If you suspect that the connection is not safe, please check whether encryption via digital security certificate has been activated. For that purpose, simply press the padlock symbol on the browser and you can see whether or not the security certificate is genuine. If the address line merely shows " it is definitely not an authorised online-banking site of the Raiffeisen bank. Before releasing your data, check that it is complete and correct. Data may only be released if the connection to "mein.raiffeisen.at" is secure. Confidential bank information must be kept in a safe place. As the information on a PC is not safe from prying eyes, we strongly recommend that you do not store such information on the PC. 07/09 Page 4/10

5 Contractual arrangements concerning security as well as the security advice given by the Raiffeisen bank on the relevant Internet homepage must be adhered to. Should you suspect fraud, do not disclose any details, and promptly contact the Raiffeisen bank. The telephone number of the Raiffeisen bank and of the Raiffeisen SperrHotline for Blocking Cards and Electronic Banking should be stored in the mobile phone. If anything happens that makes you concerned about the security of the system or the connection, change your PIN as quickly as possible via a secure connection. If suspicion that an unauthorised third party might know the identification features arises, the person authorised to dispose of the account must take the necessary measures to block the payment instrument without delay. 4. Telephone Banking a. Description of the Payment Instrument Telephone Banking which forms part of Raiffeisen Electronic Banking makes it possible for the customer, following electronic authorisation, to give payment orders and orders for the purchase and/or sale of securities to the Raiffeisen bank via its Telephone Service Centre and to obtain information on his/her account(s) over the phone. When using Telephone Banking, the customer must identify himself/herself with his/her name and any other identification features requested and enter his/her PIN on the telephone keypad. b. Care Obligations of the Customer The identification features agreed with regard to Telephone Banking must be kept secret. Make sure that third parties cannot access your identification features. B. Blocking of Payment Instruments 1. Blocking by the Raiffeisen Bank Raiffeisen bank has the right to block a payment instrument if - this is justified by objective reasons related to the security of the payment instrument; - unauthorised or fraudulent use of the payment instrument is suspected; or - in the case of a payment instrument with a credit line, there is a significantly increased risk that the customer may be unable to fulfil his/her liability to pay. The Raiffeisen bank will advise the customer of the blocking of the payment instrument in advance, where possible, but in any case immediately after the blocking. However, such notice can be omitted if it might compromise objectively justified security reasons or violate an order issued by a court or public authority. When using a payment instrument, the customer is obligated to comply with the terms governing the issue and use of such instrument. 2. Blocking by the Customer The customer must notify the Raiffeisen bank without undue delay on becoming aware of any loss, theft, misappropriation, or any other unauthorised use of the payment instrument. Such notice can be given at any time by calling the Raiffeisen SperrHotline for Blocking Cards and Electronic Banking which has been set up for that particular purpose; the telephone number of such hotline is set forth in Section I 1 above. When reporting such an incident, the customer must supply the bank routing number of the Raiffeisen bank and the number of the account for which the payment instrument was issued. If the customer is unable to also supply the card sequence number of the card to be blocked and/or the authorisation number to be blocked, all cards issued for this account and/or all persons entered as persons authorised to dispose of this account will be blocked. With ELBA, customers can block their ELBA access personally by - entering a wrong PIN for more than three times; - entering a wrong TAN for more than three times. VI. Giving and Execution of Payment Orders 1. Giving, Authorisation, Revoking and Refusal of Payment Orders When instructing Raiffeisen bank to make a payment, the customer must provide the details required for the respective type of order. As a rule, such details are - as unique identifier - the International Bank Account Number (=IBAN) and the Bank Identifier Code (=BIC) of the payee's account. This information is a precondition for the automated processing of orders and, therefore, also for the applicability of the lower standard fees and charges. Until 31 January 2014, customers shall be entitled to continue identifying the payee by providing the payee's name and account number instead of the IBAN and using either the sort code or the BIC of the payee's payment service provider. W hen transfers are to be made to a payee whose account is kept by a payment service provider outside the EEA or Switzerland, the customer shall identify the payee as follows: - by providing the payee's name and account number and using either the name, the sort code or the BIC of the payee's payment service provider, or - by providing the payee's IBAN and the BIC of the payee's payment service provider. 07/09 Page 5/10

6 The information on IBAN and BIC to be provided by the customer shall constitute the payee's unique identifier on the basis of which the transfer order is carried out. Additional information relating to the payee such as, in particular, the name of the payee, which must be specified for the purpose of documentation when giving the transfer order, shall not form part of the unique identifier and shall be disregarded when carrying out the transfer. When instructing Raiffeisen Bank to make a payment in order to fulfil a third party s obligation, the third party s name should be stated in the transfer order. The designated purpose stated in the transfer order shall be irrelevant to the bank in any case. When giving an order, the customer must use the (electronic or written) order forms defined by the Raiffeisen bank. The Raiffeisen bank will consider a payment order to have been authorised by the customer only if the customer has consented to the respective payment transaction in the form specifically agreed with the customer for that purpose and by using a payment instrument agreed upon with the customer. An order given by a court or public authority may replace such consent by the customer. The customer may withdraw his/her consent - as long as the Raiffeisen bank has not received the customer's payment order, or - where a future execution date has been agreed upon, before the end of the business day preceding the agreed execution date. Direct debit orders and direct debit authorisations may be revoked no later than one business day prior to the date agreed for the debiting of the account. As to the possibilities of reimbursement after the debiting of an account, see Section VII. The Raiffeisen bank has the right to refuse the execution of an authorised payment order only if - such payment order does not meet all conditions specified in the Current Account Agreement and in the Terms and Conditions (in particular, if necessary details are missing or if there is not sufficient coverage by means of either a deposit or open credit line); or - the execution of the order would violate Community or Austrian law or an order issued by a court or a public authority; or - it is reasonable to suspect that the execution of the order would constitute an offense. 2. Execution of Payment Orders The Raiffeisen bank will ensure that the amount of a payment transaction in euro arrives at the payee's payment service provider with its registered office in the European Economic Area not later than one business day after receipt of the payment order. The aforementioned periods are extended by a further business day for paper-initiated payment transactions. In the case of payment transactions within the European Economic Area that are denominated not in euro, but in another currency of an EEA Member State, the execution period is always four business days. 3. Point in Time of Receipt of Payment Orders (see annex: Payments Cut-off times) A payment order will be deemed to have been received by the Raiffeisen bank if all preconditions agreed upon, including sufficient coverage, have been met and if the order is received by the Raiffeisen bank on a business day on or before the point in time shown in the Annex. If an order is not received on a business day or if an order is received on a business day after the cut-off time, i.e., the point in time specified in the Annex, it will be deemed to have been received only on the following business day. Business days of the Raiffeisen bank for payment transactions are Monday through Friday, except for (national) holidays, 24 December, and Good Friday. 4. Liability of the Raiffeisen bank for Non-execution or Defective Execution of Payment Orders In the event of orders for payment to a payee's account maintained in the EEA, the Raiffeisen bank will be liable towards its customer for the correct and timely execution of the payment transaction up to receipt of the amount by the payee's payment service provider. In the event of orders for payment to a payee's account maintained with an institution outside the EEA, the Raiffeisen bank is obligated to make sure that the payment order is processed as quickly as possible and will involve suitable other payment service providers, to the extent these are not specified by the customer. As from receipt of the amount, the payee's payment service provider will be liable to the payee for the correct further execution of the payment transaction. Where a payment transaction is initiated by or through the payee, the payee's payment service provider will be liable to the payee - for the correct transmission of the payment order to the payment service provider of the payer; and 07/09 Page 6/10

7 - for handling the payment transaction in accordance with its obligations regarding value date and availability of the funds. 5. Information About Individual Payment Transactions Immediately after the execution of a payment transaction, the Raiffeisen bank will make the following information available to the customer: - a reference enabling the customer to identify the corresponding payment transaction and, where appropriate, information relating to the payee; - the amount of the payment transaction in the currency in which the customer's account is debited or in the currency used for the payment order; - where applicable, the exchange rate used in the payment transaction; and - the debit value date or the date of receipt of the payment order. Depending on the arrangement made with the customer, such information will sent to customer, or held at the bank counters to be picked up by the customer, or made available for retrieval via Electronic Banking or by means of the statement printer. Furthermore, the Raiffeisen bank will provide or make available to the customer in the same manner as described above a compilation of fees and charges incurred in the respective preceding month for the processing of payment transactions. All the aforementioned information will be made available to the customer both as payer and as payee. VII. Liability and Reimbursement Obligation in Connection with Payment Orders 1. Payment Transactions Not Authorised by the Customer a. Rectification of an Incorrect Debit Where a customer's account is debited as a consequence of the unauthorised execution of a payment order, the Raiffeisen bank will immediately restore the debited account of the customer to the state in which it would have been if the unauthorised payment transaction had not taken place; in particular, the Raiffeisen bank will refund the amount of the unauthorised payment transaction, the value date of such refund being the debit value date. In order to obtain such rectification, the customer must notify the Raiffeisen bank without undue delay on becoming aware of any unauthorised payment transaction. The customer's claim to rectification expires 13 months after the debit date at the latest. Other claims for rectification that the customer may have are not excluded by this provision. b. Liability of the Customer If any payment transactions not authorised by the customer are the result of the misappropriation of a payment instrument, the customer is obligated to indemnify the Raiffeisen bank for the entire loss suffered by it, provided that the customer - (i) has acted fraudulently, thus making it possible for the loss to occur; or - (ii) has failed either with intent or by acting in a grossly negligent way - to comply with his/her obligations in connection with the careful storage of payment instruments, thus causing the loss to occur. If the customer has failed to comply with his/her obligations by acting merely with slight negligence (i.e., if there was an instance of carelessness on the part of the customer that might happen even to a person who normally exercises average care and diligence), the customer's liability for the loss is limited to a maximum amount of EUR 150. The customer cannot be held liable (except in the event mentioned in (i)) for payment transactions initiated by means of the corresponding payment instrument after he/she has instructed the Raiffeisen bank to block the card. 2. Refund of an Authorised Payment Transaction Initiated by the Payee The customer may object to any debiting of his/her account and request that the Raiffeisen bank refund the full amount charged to his/her account within eight weeks as from the debit date: - in the case of debit notes authorised by the customer, if the account holder was not informed of the impending debit at least four weeks prior to the debit; - in the case of collection authorisations given by the customer, without the customer having to specify any reasons. VIII. Complaints The Raiffeisen bank always endeavours to offer its customers optimum service as regards their requests and requirements in banking matters and to attend to all their concerns relating to the banking business. Should a customer nevertheless have reason to complain, the Raiffeisen bank will follow up on such complaint without delay. To that end, customers should contact either their respective bank advisor or if no satisfactory solution can be reached in that way the management of the Raiffeisen bank / the Complaints Office at the Raiffeisen bank. The customer may submit his/her complaint also to the Joint Conciliation Board of the Austrian Banking Industry, of Wiedner Hauptstrasse 63, 1045 Vienna, Austria. Alternatively, the customer can turn to the Austrian Financial Market Authority, of Praterstrasse 23, 1020 Vienna, Austria. Any disputes arising in connection with the maintenance of accounts or with payment services shall be settled by Austrian courts of law, 07/09 Page 7/10

8 which have to apply Austrian law in deciding on such disputes. The general place of jurisdiction of the Raiffeisen bank is set forth above (Bank Details). Attachments Attachments - Current Account Agreement (when a new account is opened) - General Terms and Conditions, Special Terms and Conditions for Transaction Cards, Terms and Conditions for Electronic Banking - List of Fees and Charges (for maintaining accounts and for payment services) 07/09 Page 8/10

9 ANNEX: Payments Cut Off Times Domestic and SEPA payment service paper based Outgoing payments Transfers and Direct Debits in EUR Urgent Transfers in EUR CET *) 2:15 p.m. 3:00 p.m. Domestic and SEPA payment service electronically Outgoing payments Transfers and Direct Debits Standard in EUR (Delivery via ELBA, MultiCash, etc.) Transfers and Direct Debits Data Carrier in EUR (Delivery via data carrier, e.g. CD-Rom, USB-Stick) Urgent Transfers in EUR 4:00 p.m. 2:15 p.m. 4:00 p.m. SEPA Direct Debit electronically SEPA Direct Debit (domestic) (Delivery via ELBA, MultiCash, etc.) SEPA Direct Debit (cross border) (Delivery via ELBA, MultiCash, etc.) 8:00 a.m. Foreign payment service paper based Outgoing payments Transfers in EUR 1 Transfers in EUR 2 Transfers in Foreign Currencies (excl. USD) with/without conversion Transfers in USD with conversion Transfers in USD without conversion Urgent Transfers in EUR Urgent Transfers in USD with conversion Urgent Transfers in USD without conversion Urgent Transfers in Foreign Currencies (excl. USD) without conversion Urgent Transfers in Foreign Currencies (excl. USD) with conversion) 12:00 noon 15:00 p.m. 2:00 p.m. 2:30 p.m. 2:00 p.m. 10:00 a.m. 1 Execution on same day similar to electronically sent orders. 2 Execution on same day on best effort basis. *) summertime used 07/09 Page 9/10

10 Foreign payment service electronically Outgoing payments Transfers in EUR Transfers in Foreign Currencies (excl. USD) with/without conversion Transfers in USD with conversion Transfers in USD without conversion Urgent Transfers in EUR Urgent Transfers in Foreign Currencies (excl. USD) with conversion Urgent Transfers in Foreign Currencies (excl. USD) without conversion Urgent Transfers in USD with conversion Urgent Transfers in USD without conversion CET *) 3:00 p.m. 3:00 p.m. 3:30 p.m. 10:00 a.m. 3:00 p.m. Incoming standard and urgent payments Transfers in EUR Transfers in CZK, DKK, GBP, CHF, NOK, HUF, BGN, LTL, LVL, RON, SEK, ISK, PLN, HRK (=PSD-Currencies) - without conversion Transfers in all other Foreign Currencies without conversion Transfers in Foreign Currencies with conversion 4:00 p.m. 10:00 a.m. *) summertime used 07/09 Page 10/10