PUBLIC ENTERPRISE POST OF SERBIA REGULATIONS ON CONDITIONS FOR THE PROVISION OF INTERNATIONAL MONEY ORDER SERVICE

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1 OFFICIAL PTT GAZETTE NUMBER 996 ANNEX TO THE POSTAL GAZETTE, PROFESSIONAL& INFORMATION PAPER OF THE PE POST OF SERBIA 29 September 2015 Editor in chief Vladan Đakovački Year XXV PUBLIC ENTERPRISE POST OF SERBIA REGULATIONS ON CONDITIONS FOR THE PROVISION OF INTERNATIONAL MONEY ORDER SERVICE REGULATIONS ON THE PROCEDURE FOR SOLVING THE COMPLAINTS OF THE PAYMENT SERVICES CUSTOMER OFFERED BY PE POST OF SERBIA, BELGRADE REGULATIONS ON GENERAL TERMS FOR THE EXECUTION OF ONE-TIME PAYMENT TRANSACTIONS IN PE POST OF SERBIA, BELGRADE TECHNOLOGICAL INSTRUCTION FOR PERFORMING OPERATIONAL ACTIVITIES IN CONNECTION WITH PAYMENT SERVICES ENTRUSTED TO THE OTHER ENTITY THROUGH FRANCHISE TECHNOLOGICAL INSTRUCTION FOR PERFORMING OPERATIONAL ACTIVITIES IN CONNECTION WITH PAYMENT SERVICES ENTRUSTED TO THE OTHER ENTITY THROUGH REMOTE COUNTER Belgrade, 29 September 2015

2 Pursuant to the article 51 of the Statute of the PE Post of Serbia, Belgrade ( Official PTT Gazette, number 881/13 and 955/15), and in connection with the article 18 of the Regulations on the special conditions for the provision of postal services in the PE Post of Serbia, Belgrade ( Official PTT Gazette, number 917/14) and article 10 item 10) of the Postal Payment Services Agreement of the Law on the Ratification of the Universal Postal Union Acts ( Official Gazette of RS International Agreements, number 10/14 ), I am adopting REGULATIONS ON CONDITIONS FOR THE PROVISION OF INTERNATIONAL MONEY ORDER SERVICE General provisions Article 1 These Regulations determine the conditions for the provision of money order service in the international postal traffic (hereinafter: international money order), which PE Post of Serbia, Belgrade provides to its customers for transfer of money to/from abroad, in accordance with the positive legislation, UPU Acts, other International Conventions, Contracts/Agreements, as well as the General Acts of the PE Post of Serbia, Belgrade (hereinafter: the Post). Conditions from the paragraph 1 of this article refer to the fees for the performed service, procedure of payment and out-payment of international money order, determination of the customer s identity, payment/out-payment to the illiterate and customers who are unable to sign, minors as customers, deadlines for transfer of international money orders, currencies and exchange rate lists, limits for payment/out-payment of international money orders, cancellation of international money orders, services per customer s request, implementation of the law, confidentiality, recommendations and release of liability, validity period of international money orders, as well as information availability and claims. General information about international money order Article 2 International money order is a postal service of reception and/or transfer and/or out-payment of money which the Post provides in cooperation with postal administrations or financial institutions of other countries. Service from the paragraph 1 of this article is available only in counties whose postal administrations or institutions concluded a contract with the Post which determines interrelationships between contractual parties regarding the provision of postal services in the international traffic, and whose subject is the exchange of money orders electronically. List of countries offering the service of international money order is available on the website of the Post (hereinafter: the List). According to the request of the sender, international money order can be out-paid to the customer in the Republic of Serbia (hereinafter: Serbia), at the counters of postal network units (hereinafter: post office), as a transfer to customer s account or at the recipient s address.

3 Service fee Article 3 Service fee for international money order is paid by the sender, while fee for additional services is usually paid by the service customer who requested the additional service. Information on fees for sending money orders from Serbia is available on the website of the Post and in the post offices authorised to provide international money order service (hereinafter: authorised post office). Procedure of payment and out-payment of international money orders Article 4 During the payment of the international money order, sender needs to give all data requested by the post office clerk. Mandatory data depend on the country to which the international money order is being sent to. Sender can request additional services, that are available for the given country from the List mentioned in the article 2 of these Regulations. Sender needs to inform the recipient about the payment, i.e. about the sending of the international money order. During out-payment of the international money order in the post office, recipient needs to give the following data to the post office clerk: number of the money order, name and last name of the sender, country of payment, expected amount (+/- 10%) and additional data, if there is such a requirement by the sender or the country of origin. During payment and out-payment of international money orders, customer receives a confirmation on the provided service, except when the out-payment of the money order is done as money transfer to a bank account. Mutual rights and obligations of the Post and the Customer Article 5 International money order service is provided based on the Contract by access, which regulates mutual rights and obligations of the Post and the Customer. Customer needs to sign the form for payment/out-payment, thereby the contract by accession is considered concluded. Customer, with his signature on the form for payment/out-payment, gives his consent to the conditions for the provision of the service and confirms accuracy of the data given on the form. In case of electronic payment of the amount, agreeing with the conditions for the international money order services on an appropriate permanent data carrier is considered as the signing of the form. Conditions for the provision of international money order services are available on the forms for using the services, as well as on the website of the Post.

4 Identification of the services customer Article 6 During payment and out-payment of the international money order, customer must have a valid identity documents, which are: 1. issued by the Republic of Serbia: ID card, passport, refugee card, ID card for foreigners or ID card for asylum seekers. 2. issued by countries, which use the foreign ID card as a travel document for entering Serbia; 3. issued by other countries: passport. Post office clerk can refuse to provide a service, if he suspects the authenticity or/and validity of the ID card which the customer uses to prove his identity. Payment/out-payment to illiterate customers and customers unable to sign Article 7 If the customer, who has been previously identified on the manner described in the Article 6 of these Regulations, is illiterate, the signing of the form for payment/out-payment of the money order shall be done with an index fingerprint. When the customer is unable to write due to some physical disability, a facsimile or signature of the witness can be used for signature as confirmation of executed payment/out-payment. Identity of the customer and witnesses is determined on the manner described in the Article 6 of these Regulations. Minors as customers of services Article 8 Minors are not allowed the payment of the international money order, except minors from 16 to 18 years of age, in the presents of parents or guardians, in which case they sign the form from the Article 5 of these Regulations and submit for inspection a photocopy or original of minor s birth certificate, or a photocopy or original of the decisions on custody issued by competent Centre for Social Work. Deadlines for transfer of international money orders Article 9 Deadlines for transfer of international money order imply time period from the moment of payment until the moment when the money is available for out-payment and are defined for each country separately and all information is available on the website of the Post. In case of a money transfer to the bank account, the international postal money order will be available depending on the time of arrival to the Post and the working hours of the bank where the money is being transferred to.

5 Deadlines for transfer of international money order could be extended due to the additional restrictions upon the orders of the competent institutions. Currencies and foreign exchange rate Article 10 Currency of payment and out-payment of international money orders in Serbia is determined by the regulations of the National Bank of Serbia. Amount paid in Serbia, is calculated to the currency of the destination country. International money order is usually paid out in the currency of the destination country, except when the given country allows a choice between currencies for out-payment. Information on the currencies for out-payment and foreign exchange rates applied by the Post are available on the website of the Post. The information about the applied foreign exchange rate is indicated on the form for payment/out-payment of the international money order. Limit for payment/out-payment of international money orders Article 11 Limit for the payment of the international money order from Serbia on a monthly basis is determined by the Act of the National Bank of Serbia, and on a daily basis by the Act of the Post. Amount for the out-payment of the international money order, and the number of paid out international money orders for one recipient in Serbia is not limited by the Post, but it falls under the limitations of the national laws of foreign countries. Limits regarding the international money order in Serbia are available on the website of the Post. Cancellation of the international money order Article 12 International money order is property of the sender until it is paid out to the recipient. Sender can cancel the international money order, only if the out-payment to the recipient hasn t been done. Sender can submit a request for cancellation in any authorised post office. After the request for cancellation has been approved, sender receives back the amount of the international money order. International money order can be suspended on the basis of a special law or other general or individual act, as well as upon the order of the competent public authority.

6 Services per customer s request Article 13 Sender of the international money order can request the following services: - Issuance of paid international money orders or its photocopies for inspection, - Issuance of listings of paid international money orders, - Written notification on the performed payment. Recipient of the international money orders can request the following services: - Issuance of out-paid international money orders or its photocopies for inspection, - Issuance of listings of out-paid international money orders. For performance of services from paragraph 1 and 2 of this article, customer needs to submit a written request, together with the proof of identity. Request can be submitted in any authorised post office, and information on fees are available on the website of the Post. Deadline to respond to customer s request cannot be longer than 8 (eight) days after the submission of the request. Governing law Article 14 The Post shall protect customers personal data in accordance with the law governing the protection of personal data. Customer unconditionally accepts the transfer of personal data during the realization of the international money order, as well as the processing of personal data within the meaning of applicable legislation. The conveyance of certain personal data is necessary for the realization of international money orders, and the Post will refuse to perform the service if the customer does not convey the data. The Post reserves the right to use customers data for the purpose of record keeping and developing services and operations. In cases provided by law, copy of customer s ID is required. International money order service may be suspended for persons who are reasonably thought to be associated with money laundering and terrorist funding or they are on certain lists of persons, who are forbidden to perform financial services.

7 Confidentiality, recommendations and responsibility Article 15 Data on the international money order are classified and customer shall not reveal them to third party. The Post shall not bear any responsibility for damage occurred in case of revealing the data about the international money order to third party. The Post does not recommended the payment of international money orders to persons unknown to the sender or in order to buy something over the Internet. The Post shall not bear any responsibility for wrong out-payment and extension of delivery deadlines of international money orders that are caused by the mistake or negligence of the customer or if they occurred due to force majeure. Period of validity of international money order Article 16 Period of validity of international money order is a period during which the money order is available for the out-payment to the recipient in the destination country. Period of validity of international postal money order depends on the country of payment and it cannot be less than 30 days. Before the expiration of the validity period, international postal money order could be returned in the following cases: death of the recipient, because of the refusal of the recipient to receive the out-payment of the money order, because of the wrong address, granting of a request for cancelation of the money order, because of the application of regulations in the field of fight against money laundering and terrorist funding. Money order amount can be paid out upon the sender s request within a period not longer than 5 years. Information and claims Article 17 Customers can find all information on international money orders on the website or they can contact the Customer Centre on the number Customer may file a claim within six months at the latest after the day of payment of the international money order. Customers can submit their claims or/and requests for information to the following brigaokorisnicima@posta.rs, by mail to the address: PE Post of Serbia, Customer Care Office for

8 Postal & Financial Services, Takovska 2, Belgrade, PAK , on the website of the Post or in any post office. Exceptionally, in case when the customer deems that the service was not provided, that it was partially provided or that there was the extension of delivery deadlines of the money order, the Post can request the submission of the claim by filling in the appropriate form. The Post shall respond to the customer s claim within 8 days upon the reception. If the Post has to contact the foreign partner in order to solve the claim, the period is extended to 30 days. Final Provisions Article 18. For issues not regulated by these Regulations, the provisions of UPU Acts, International Conventions, Contracts, Agreements and other International Acts, as well as the provisions that determine the postal services and General Acts of the Post shall apply. Article 19 Upon entering into force, these Regulations will supersede the Regulations on Conditions for the Provision of International Money Order Service ( Official PTT Gazette number 936/14) Article 20 These Regulations enter info force one day after the publication in the Official PTT Gazette, and they are applicable as of 1 st October Reference no.: /3 Date: 30 th September CHAIRMAN OF THE EXECUTIVE BOARD OF PE POST OF SERBIA, BELGRADE Milan Krkobabić, M.Sc., Signed