Retail customers are advised to make arrangements to close their banking accounts with ANZ Timor by 21 September 2018.

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1 Customer FAQs What happens to all of ANZ s Retail customers? We will close our Retail products and services in Timor-Leste on Friday 28 September Retail customers are advised to make arrangements to close their banking accounts with ANZ Timor by 21 September I m a Commercial customer. Where can I carry out my cash and cheque deposits and withdrawals? Commercial customers can continue to visit us at the ANZ Service Counter for cash and counter services. The ANZ branch in Timor Plaza will continue to be open Monday to Friday: 9.00am 4.00pm (except for public holidays). The branch will offer Commercial customers: Cash deposits Cash withdrawals Cheque deposits Document verification / certification Account opening Submission and collection of trade documents The branch contact number is Tel: / / or your Relationship Manager Will there be changes to ANZ s banking fees and charges? No, there will be not any changes to our Commercial Banking fees and charges as a result of the closure of our Retail products and services. Why did ANZ close its Retail banking products and services? What will happen to ANZ s Commercial business? We have decided to close our Retail products and services on 28 September to concentrate our efforts where we know we can make an even stronger impact on the prosperity of our customers and the community here and that s through our Commercial business. ANZ remains committed to Timor-Leste, where we ve had a presence since Since then, we ve witnessed an evolving landscape that now clearly points to a period of progress, and we strongly believe that Timor-Leste is poised to enjoy economic prosperity over 1

2 the long term. We want to be a part of Timor-Leste s growth journey and need to position our business for long term prosperity as well. ANZ is the largest Commercial bank in Timor with a book of USD50m almost double our nearest competitor. We provide more than $150m of bank guarantees. ANZ remains committed to its commercial presence in Timor-Leste, consistent with our goal to be the best bank in the world for clients driven by trade and capital flows across Asia Pacific. The closure of our Retail products and services allows us to focus and invest resources in our Commercial business to support this goal, and to make us a simpler, stronger, more connected bank with a clear focus. What will happen to my Term Deposit? Existing Term Deposits will no longer be renewed from 22 June New Term Deposit applications will no longer be accepted from 22 June If your existing Term Deposit is maturing after 28 September, you will need to withdraw the term deposit before the maturity date without any charges. There will be no change to the amount of interests earned. Our ANZ Relationship Managers will contact you to obtain your maturity instructions. What should I do if I am expecting funds to be deposited or remitted into my accounts with ANZ? We recommend that you advise anyone sending money to your account to forward their payments to another bank as soon as possible. If you are expecting deposits into any of your ANZ accounts, please notify the sender that funds must be received by ANZ before 21 September ANZ will no longer process credits/inward payments into your accounts after 4.00pm, 21 September Can I still use my ANZ cheques? What should I do if I issued Post Dated cheques? ANZ cheques issued from personal banking accounts will be processed until 4.00pm, 21 September If you are closing your account earlier than 21 September 2018 and have issued cheques or post-dated cheques that have not been banked for deposit, please contact your payees and replace them with another cheque drawn from another bank. 2

3 Please return all cheque books when you close your account. Can I still withdraw cash from ANZ ATMs? You can withdrawal cash from ANZ ATMs until 4.00pm on 21 September Can I still use my ANZ EFTPOS card? ANZ EFTPOS cards can be used until 4.00pm on 21 September I have standing instructions or recurring payment requests with ANZ. Will ANZ still process these? ANZ will process your standing instructions until 21 September We encourage customers to make alternative banking arrangements for payments as soon as possible. How do I transfer my money from my ANZ account to another account? You can transfer funds through a telegraphic transfer, local transfer or cash withdrawal. Cash withdrawals of more than USD10,000 or its foreign currency equivalent will require at least 24 hours notice. We will waive the fee for payments made via telegraphic transfer and local transfer to another account with your name. Note: all requested transactions and support documents need to comply with central bank regulations and ANZ Timor-Leste banking terms and conditions. Why do I have to close my account before 21 September 2018 when your last day of Retail products and services is 28 September 2018? We have allowed this time to process electronic banking services, payments requested, cheques and other services related to your account. 3

4 How do I close my ANZ accounts? You can visit our Retail Banking Branch at L2 Timor Plaza, at Avenida Presidente Nicolau Lobato, Dili, Timor-Leste. To ensure we are able to assist all customers, our branch hours will be operating extended trading hours: 9:00am-16:00 on Monday to Friday and Saturday from 9.00am to until 15 September 2018: Extended Branch service hours Monday Friday 9:00am to 4.00pm Services available Teller transactions including cash, cheques, payment instructions. Account closure Remarks Current cut-off times will remain unchanged. Any transactions normally subject to cut-offs will be received and processed the next banking day. Saturday 9.00am to 1.00pm Teller transactions including cash, cheques, payment instructions and other non-teller transactions Account closure You can also us at ANZTimorLeste@anz.com or call our Retail Banking Hotline at: ANZ Retail Banking Hotline Contact Us Operating hours Monday to Friday 9.00am 4.00pm 4

5 Saturday 9:00am-1:00pm (to 15 September 2018) Please visit the ANZ Timor Plaza Branch to facilitate transaction requests. Note: our Retail hotline will operate until 21 September