Cellphone Banking Terms and Conditions Last updated July 2009 An Authorised Financial Services Provider Page 1 of 9 These Terms and Conditions (Rules) apply to the registration and use of the Cellphone Banking service (“the Service”) offered by First National Bank, a division of FirstRand Bank Limited (“FNB”). These terms and conditions constitute an agreement between you (“the Customer”) and FNB when you register and make use of the Cellphone Banking Service. Section A: Definitions (What we mean) 1 “You/the Customer”: means the person who has registered for FNB’s Cellphone Banking service. 2 “We/Us/Our/FNB”: means First National Bank (FNB), a Division of FirstRand Bank Limited – a registered bank and Authorised Financial Services Provider. 3 “The Account/s”: means any account/s held by you with us and included in your customer profile. 4 “Transactional account”: means the Customer’s qualifying account that is registered for use with our Service. 5 “Qualifying”: means any one of your Accounts held with us that we deem acceptable for registration for use with our Service and which account is called the Transactional account herein. 6 “Prepaid products”: means any prepaid airtime or third party prepaid credit purchases. 7 “Registered cellphone number”: means the Customer’s cellphone number that is selected during the Service registration process. 8 “Other cellphone number”: means any cellphone number that you purchase prepaid products for by using the Service other than the Registered cellphone number. 9 “MOPIN”: means the Customer’s five (5) digit authorisation code / PIN, selected during the Service registration process. 10 “The Service”: means FNB’s Cellphone Banking service which allows you to do various transactions and obtain information about your account/s held by you with us via your Registered cellphone number. 11 “inContact”: means our free notification service, which communicates via e-mail or SMS whenever a transaction that is within the customer’s alert limits is processed to or from the Customer’s Account/s. 12 “SMS”: means a short message service consisting of text messages. 13 “USSD”: means unstructured supplementary services data, which allows you to browse text menus, in this case, relating to Cellphone Banking. 14 “fnb.mobi”: This is the FNB WAP Banking site. 15 “TAB”: Totaliser Agency Board 16 “Soccer 6”: A customer predicts the results of 6 pre-determined soccer matches, where there are only three possible results per match as follows: o Team A to win o Draw o Team B to win 17 “Telebet/TAB Account”: A customer’s virtual account, owned and maintained by TAB, which they can transfer funds into in order to place bets. 18 ‘‘IPP’’: International Prepaid Portal. The system which allows a donor residing in one country to purchase prepaid airtime for a recipient in another country (currently available in Namibia and Lesotho) 19 ‘‘Donor’’: The customer in South Africa who is purchasing the airtime for someone else in another country. 20 “Recipient’’: The person in another country who will be receiving the airtime onto his/her mobile phone. 21 “CMA Country”: Common Monetary Area –Countries where the exchange rate is fixed at 1:1 E.g. Namibia. 22.” Scheduled Prepaid Topup”: This will allow customers to create a scheduled topup service and then specify how often, and with how much, they would like to automatically topup various prepaid products accounts. Cellphone Banking Terms and Conditions Last updated July 2009 An Authorised Financial Services Provider Page 2 of 9 23. “Share Investing”: This will allow registered Cellphone Banking from FNB customers who have a Share Builder (DDA72) or Share Investor (DDA73) account to view their Share Investing portfolio via Cellphone Banking. 24. “Share Investing Portfolio”: An appropriate combination or collection of investments held by the customer. Information regarding these investments are accessible via the following Cellphone Banking services for the customers Share Investor or Share Builder account: • Share Investing Detailed balance o account balance (Customers cash portion plus the current value of the customers shares) o cash account balance (cash balance, un-cleared funds, outstanding charges, amount available to buy shares, anticipated credits and amount available to transfer) o Holdings summary (total purchase value, market value and gain and loss of customers shares) • Share Investing Share list o Holistic share summary (total purchase value, market value and gain and loss of the customers shares) o Individual share information (Share code, number of shares held, market price and market value) 25. “Shares”: Shares represent a part ownership in a company. Shares entitle you to vote on company decisions and share in the profits of the company. Profits of the company are paid to shareholders in the form of dividends. Ownership of listed shares in South Africa is recorded electronically. Some clients still hold paper share certificates. 26. “Cash Account”: holds the cash used for trading and settlement. Customers are also able to perform other transactions using this account but are more limited in transactions than other traditional accounts. 27. “Holding Account”: a component of the cash account that holds the shares 28. “Account Balance”: the portfolio balance (cash portion and current market value of shares) 29. “Available balance to transfer’: the amount of money available to the customer to withdraw from their account at any given point in time 30. “Available to buy shares”: the amount of money the customer has less pending debits, plus anticipated credits 31. “Market Value”: the total market value of all the customer’s shares 32. “Gain/Loss”: the percentage gain or loss the customer made on their share between the purchase price and the market value. This amount can be summed to present the total gain and loss on all shares held. 33.”MXit Moola Topup”: This will allow customers to purchase MXit Moola and topup MXit Virtual accounts real time. 34. ‘Gidani’: is a private company incorporated in accordance with the laws of South Africa; who operates the South African National Lottery in terms of a licence awarded by the Minister Of Trade and Industry. 35.‘National Lottery’: the lottery conducted in the Republic of South Africa in accordance with the provisions of the Act and a licence awarded by the Minister Of Trade and Industry. 36. ‘National Lottery Products’: National Lottery Products are games offered in terms of a National Lottery licence as a part of the National Lottery in which the determination of whether any participants has won a prize is determined, in whole or in part, by reference to numbers or other symbols selected by the participant, or automatically by the Licensee’s Central System. These National Lottery products includes LOTTO and LOTTO Plus. 36.1. “LOTTO”: A game of chance where the player should select six (6) numbers from a field of forty-nine (49) numbers. If these six (6) numbers match the six (6) drawn numbers during the LOTTO draw, the player wins the first division prize. 36.2. “LOTTO Plus”: An extension of the National Lottery products in which selections made for a LOTTO draw are wagered for an additional corresponding LOTTO Plus draw. It gives a second chance to win in the LOTTO game at an additional cost. 37. “Quick Pick”: Numbers randomly generated by the National Lottery’s central systems. 38. “Automatic Payouts”: Winning funds will be deposited directly into the customer’s FNB bank account. Payouts are based on matched numbers for various prize categories. Cellphone Banking Terms and Conditions Last updated July 2009 An Authorised Financial Services Provider Page 3 of 9 39. Know your customer (KYC): is the due diligence and bank regulation that financial institutions and other regulated companies must perform to identify their clients and ascertain relevant information pertinent to doing financial business with them. Please note that any reference to “coupon entries” and the “Retailer” in the Gidani game rules should be interpreted as “FNB electronic entries” and “FNB” respectively. Section B: Registration (How to get Cellphone Banking from FNB) 1 Registering for Cellphone Banking from FNB: 1.1 In order to register for the Service, you must: 1.1.1 have an active and valid 10 digit cellphone number, which is connected to a registered national cellphone network that is operating within the national borders of South Africa, i.e. MTN, Vodacom, Cell C or Virgin Mobile; 1.1.2 have an active qualifying Transactional Account; 1.1.3 immediately select a five (5) digit MOPIN when registering for the Service; 1.1.4 be registered for inContact:; and 1.1.5 accept the Terms and Conditions (Rules) governing the use of the Service. 1.2 In order to be able to make payments to third parties, you need to have the third party set up as a beneficiary on your account via one of secure channels listed below (except ATM). 1.3 You must register for the Service via the following secure channels: 1.3.1 Any FNB ATM; 1.3.2 The FNB Online Banking website: http//:www.fnb.co.za (you must be a registered FNB Online Banking user); 1.3.3 The FNB Cellphone Banking Helpline or 1.3.4 Any FNB Branch Section C: How to use Cellphone Banking from FNB 1 Using the Cellphone Banking service: 1.1. In order to use the Service, you must be registered for the Service. 1.2. You must be registered for inContact. If you de-register from inContact subsequent to registering for the Service, you will not be eligible for the full Money Back Guarantee. inContact is an SMS or e-mail messaging value- add service that is additional to any statement you may receive. While we will endeavour to ensure the integrity and content of any e-mail or SMS sent to you, your statement will remain the record of your account transactions. The Money Back Guarantee assures that your money will be refunded if any unauthorised or fraudulent transactions are processed to the Account/s on your profile and you have taken adequate care to safeguard your access details. This is subject to certain terms and conditions set out below and in Sections D and F. If you think you have been a victim of a Cellphone Banking fraud, you must inform us as soon as you become aware that a suspicious transaction has occurred on your Accounts and open a case at your nearest SAPS office. You will also be required to co-operate with us and the police in any investigation conducted into losses you suffer. We will investigate all reported cases of Cellphone Banking frauds and, provided that you have complied with the safety measures listed in the Security features, will reimburse you after the investigation for any losses suffered due to fraud committed via Cellphone Banking. You are responsible for ensuring that we have your correct Cellphone number and e-mail address. We will not be held responsible if the SMS or e-mail is sent to the wrong number or address if you have not updated your records with us. We cannot guarantee the accuracy or arrival of an SMS and/or e-mail. We are dependent on external service providers to deliver information on account transactions. We accept no liability whatsoever, and you indemnify us against any loss, expense, claim or damage whatsoever arising from the use of the Service, or arising from any delay or failure by us to send an e-mail or SMS. We make no representation or warranty, whether express or implied, as to the operation and functionality of the Service. Cellphone Banking Terms and Conditions Last updated July 2009 An Authorised Financial Services Provider Page 4 of 9 1.3. You must have enough airtime available on your registered cellphone number to access the Service 1.4. You must have selected a MOPIN in order to authorise transaction requests made via the Registered cellphone number. You should not store your MOPIN on your cellphone handset in any form whatsoever. If your cellphone automatically stores your MOPIN, the onus is on you to delete it. This will ensure that no one can transact using your registered number, as they will need your MOPIN to complete and authorise transactions. 1.5. You must have enough money in your Transactional account to complete requested transactions. If you do not, we retain the right to decline any authorisation relating to the transaction. 1.6. Your remaining daily limit must be enough to complete the requested transactions. 1.7. Cellphone Banking default daily limits are as follow: 1.7.1. R1 000 daily limit for prepaid purchases for you or someone else as well as for playing any of the National Lottery products. 1.7.2. R20 000 daily limit for account payments 1.7.3. R100 000 daily limit for transfers between own accounts 1.7.4 R1 000 daily limit for prepaid purchases made for someone else through the International Prepaid Portal system (IPP) The above limits can be decreased but not increased to anything above the default amounts stated. 1.8. You can visit any FNB branch for immediate assistance with regard to the operation of the Service or call the FNB Cellphone Banking Helpline on 0861 313 210. 1.9. You must advise us immediately if your cellphone is stolen, as we need to block your Registered cellphone number. The Registered cellphone number is an access mechanism, to your Account/s – the same as an ATM card – and by suspending the Service we ensure that no one gains access to your Account/s via the stolen cellphone. 1.10. We may at our discretion amend, add or remove any of the services included in the Service. 1.11. Please note that when using the TAB Soccer 6 betting feature on Cellphone Banking from FNB that Cellphone Banking Terms and Conditions apply. For placing of bets and transacting on your Telebet account, Phumulela’s Rules & Regulations apply. Phumulela’s Rules and Regulations can be obtained on the TAB web site www.tabonline.co.za 1.12. No person under the age of 18 will be allowed access to National Lottery products or the TAB Soccer 6 betting feature on Cellphone Banking. 1.13 Please note that when scheduling a Prepaid Topup for yourself or someone else on Cellphone Banking from FNB, that Cellphone Banking Terms and Conditions apply. 1.14 Scheduled Prepaid Topups are done on appointed dates from 08h00 to 16h00 including public holidays and weekends, however the exact time of the scheduled topup cannot be guaranteed. 1.15 Should the customer de-register from Cellphone Banking the Scheduled Prepaid Topup will continue until the customer cancels the scheduled topup via the call centre on 0861 313 210 The call centre will only be able to cancel the scheduled topup; they will not be able to increase or decrease the scheduled topup amount. 1.16 In order to use the Share Investing functionality on Cellphone Banking, customers must have either a Share Builder or Share Investor account. 1.17 Customer will need to be an SA resident and no person under the age of 18 will be allowed to open up the Share Builder or Share Investor account. 1.18 You can call the FNB Share Investing Helpline on 0860SHARES (0860 742 737) for immediate assistance with regard to Share Investing product related queries. 1.19 No transaction on Cellphone Banking is reversible. Cellphone Banking Terms and Conditions Last updated July 2009 An Authorised Financial Services Provider Page 5 of 9 Section D: Security (The security of FNB’s Cellphone Banking service) 1 Security features for FNB’s Cellphone Banking service: 1.1 The main security feature of the Service is the five (5) digit MOPIN, which you use to authenticate and authorise transaction requests from your Registered cellphone number; 1.2 The MOPIN must be selected immediately when you register for the Service. 1.3 The security of the MOPIN must not be endangered or compromised by choosing a MOPIN that can be easily guessed, such as five (5) of the same numbers or numbers in sequence such as 12345. 1.4 You must not under any circumstances store your MOPIN on your cellphone handset in any way whatsoever. If your Cellphone automatically stores your MOPIN, the onus is on you to delete it. This will ensure that no one can transact using your Registered cellphone number, as they will need your MOPIN to complete and authorise transactions. 1.5 You are responsible for the security of the MOPIN and may not disclose the MOPIN to anyone. 1.6 If anyone obtains your MOPIN and cellphone with the Registered cellphone number, it will be assumed that this person is you. From our perspective, any transactions authorised by this other person are legitimate and will be acted on. You will be liable for any transactions processed during this period until you advise us to suspend or block the Service. 1.7 Only transactions requested from the Registered cellphone number will be considered as legitimate and will be acted on. 1.8 The MOPIN should never be SMSed to anyone, including us. When authorising a transaction, follow the instructions as SMSed to you to complete the transaction successfully. Section E: Fees/Costs (Does FNB Cellphone Banking cost you money?) 1 FNB Cellphone Banking has no subscription fee or account transaction fees for personal cheque and transmission accounts, however credit card transaction fees and network operator fees are applicable: 1.1 By using the Service you authorise FNB to debit the Transactional account with any transaction fees that may be introduced and communicated to you in our pricing brochure available at any FNB branch or on our website: http://www.fnb.co.za. The account service fees are reviewed on an annual basis and communicated to you as at the time of the annual price review. 1.2 FNB may at any time amend or introduce new fees for the Service and will advise you within a reasonable time of such changes. 1.3 A fee from the relevant Cellphone Network Service Provider will be incurred when using the Service and will need to be settled between you and the Cellphone Network Service Provider. 1.4 For menu-driven services such as USSD, if premium rated, the price for the service will be clearly stated at the top of the first page. Any additional costs associated with browsing specific menu selections will also be clearly indicated. “Premium Rated” shall mean any charge above the standard rate charged to the customer. 1.5 SMS, USSD and any data service used (e.g. GPRS, 3G, Edge) are at present charged to you at standard rates. These rates are subject to change at the sole discretion of the Cellphone Network Service Provider. 1.6. No banking fees or charges will be applied when playing any of the National Lottery products. Section F: Liability and Exclusions of Liability 1 FNB Cellphone Banking has the following stipulations and indemnities: 1.1 You will be liable for: 1.1.1 any unauthorised transaction that has been debited to the Account/s through any person other than you using the MOPIN, unless it can be proved that such person obtained the MOPIN as a result of our negligence or fraud. 1.1.2 all transactions, including the payment of fees up until the Service is terminated. If there are any transactions or fees still unpaid by you after the Service is terminated, you will remain liable for the full outstanding amount owed to FNB. In this regard we reserve our right to set off any unpaid transactions or fees from any account held by you with us. Cellphone Banking Terms and Conditions Last updated July 2009 An Authorised Financial Services Provider Page 6 of 9 1.2 You agree to use the Service at your own risk and we will not be held liable for any loss or damage whatsoever, unless such loss or damage arises from our gross negligence or intentional misconduct. 1.3 You indemnify us against any claims by third parties or loss suffered by you arising from the use of the Service. 1.4 Prepaid products purchased using the Service are sold under the Terms and Conditions of the applicable Network Operator or service provider and the Terms and Conditions of the Service do not supersede the purchase agreement between you and the Network Operator or service provider. 1.5 You are responsible for giving correct information and instructions when setting up beneficiaries and making payments to beneficiaries. We will not be responsible for any loss or damage caused by your error, either in setting up the beneficiary or in making payments. We will also not be liable for payments made by you to unintended recipients if you give the wrong information to us. We are also not responsible for the verification of the identity of recipients. We cannot reverse duplicate or incorrect payments you make to other accounts without the specific consent of the accountholder. Our role is to pass your instruction on to where the account is held and we will not be liable for any act or omission on the part of any institution where the account is held. 1.6 Payment notification and scheduled payment service You are responsible for supplying us with the correct contact details of your recipients and you agree to use the service at your own risk. Notice of confirmation of payment to the recipient does not warrant that the recipient has received the payment or has access to the funds. We accept no liability whatsoever, and you indemnify us against any loss, expense, claim or damage that you or a third party may suffer, whether direct, indirect or consequential, arising from the use of this Service, or arising from any delay or failure by us to send an email, telefax or SMS. We make no representation or warranty, whether express or implied, as to the operation and functionality of the Service or the accuracy and integrity of the transmitted information. This service is not free and you will be charged per medium used to notify your recipients of payments made to them. You can find details of these fees by visiting the FNB website (www.fnb.co.za), calling the Cellphone Banking contact centre on 0861 313 210 or visiting your nearest FNB branch. Section F: Playing National Lottery products via FNB Cellphone Banking 1.1. Instructions for playing National Lottery products will be done in English, if you require help in your preferred language, please contact the Gidani call centre: 0800 777 777. 1.2. Players must be 18 years and older to play National Lottery products. 1.3. When you play National Lottery products through the FNB channels, you cannot play for multiple draws. Your ticket will be entered into the next draw. 1.4. The National Lottery products functionality is linked to Prepaid, when you delink the Prepaid option, you will not be able to play National Lottery products. 1.5. When you play Quick Pick, the numbers will only be displayed after you confirm your transaction. 1.6. FNB winners’ accounts will be credited with winnings of less than R50 000 within 7 working days after the winners have been announced; provided the necessary KYC requirements have been satisfied. 1.7. Customers whose winnings exceed R50 000 will be contacted by an FNB representative within 7 days and will be advised of the process to redeem their winnings. 1.8. The account holder of the account from which the ticket was purchased is the legal owner of the National Lottery ticket and any associated winnings unless the LOTTO ticket has been purchased fraudulently. 1.9. If an account is blocked or closed, every effort will be made by FNB to contact you and make alternative arrangements for payments. Failure to contact you after three telephonic attempts and with one registered letter will result in the money being placed in a suspense account until claimed. Note that winnings not collected within 365 days will be forfeited and paid back to Gidani. 1.10. National Lottery jackpots are not determined by FNB. The results are determined and confirmed by Gidani and not FNB. 1.11. FNB will waiver customers’ rights to disclose personal information if a gaming problem is suspected. 1.11.1. A problem gambler is defined as a customer who spends more than R1 000 per day and in excess of R15 000 per month across all channels Cellphone Banking Terms and Conditions Last updated July 2009 An Authorised Financial Services Provider Page 7 of 9 Please note that the National Lottery feature on Cellphone Banking is governed by the National Lottery’s Rules and Regulations. The Cellphone Banking Terms and Conditions for National Lottery products must therefore be read in conjunction with the Terms and Conditions applicable to National Lottery products. Game rules can be obtained on the National Lottery website on www.nationallottery.co.za The Participants’ Code of Practice provides information on all the procedural issues for participating in the National Lottery Games, as well as the procedures for claiming prizes and making enquiries or complaints. The Participants Code of Practice can be obtained from the Gidani’s Players helpline on 0800 777 777 Toll Free. For complaints and enquiries that cannot be settled with FNB refer to: Gidani (Pty) Ltd Private Bag X130 Halfway House Midrand 1685 Tel: 0800 777 777 OR: The National Lotteries Board P.O. Box 1556 Brooklyn Square Pretoria 0075 Tel: (012) 394 3440 Disclaimer First National Bank, in its responsibilities as an agent to Gidani hereby brings you various National Lottery products via its cellphone banking channel in accordance with the following terms and conditions. These terms and conditions as well as applicable gaming rules are available on http://www.nationallottery.co.za/ which the user acknowledges that they have read, understood and accepted before playing any of the available National Lottery products as provided on cellphone banking by First National Bank. Although Gidani via its agent, First National Bank, shall endeavour to provide accurate and up to date information on this site neither Gidani, the National Lottery, the National Lotteries Board nor any of their employees, agents and associates including First National Bank make any representations or give any warranties, whether expressly, tacitly or implied, as to the operation of the site, the information, content, materials and products that are included and available on this site. Gidani, the National Lottery, the National Lotteries Board, their employees, agents and associates including First National Bank shall not be liable for any damage of whatsoever nature arising or resulting from the use of or inability to use this site or the information contained herein, including but not limited to direct, indirect, incidental, punitive and consequential damages. To view the National Lotteries Act, please visit http://www.nationallottery.co.za/legislation/legislation.asp Section G: Termination of the Agreement, Suspension or Withdrawal of the Service 1 FNB Cellphone Banking may do the following: 1.1 We may at any time terminate this agreement and your right to use the Service if: 1.1.1 You disclose or compromise the MOPIN. 1.1.2 You do not adhere to these Terms and Conditions. 1.1.3 You use the Service illegally. 1.1.4 The cellphone Network Service provider terminates the Registered cellphone number from its network. 1.1.5 Your Transactional account is closed. 1.1.6 You do not perform a fee earning transaction within a specified period. 1.2 In the event of such termination, we will provide you with 30 (thirty) days notice. In the case of fraud, suspected fraud, if we are compelled by law, if you have not used the Service within a specified period or if the Transactional account that is linked to the service is closed, in order to protect our interests, we may take other action, including but not limited to terminating the Service without any notice. Cellphone Banking Terms and Conditions Last updated July 2009 An Authorised Financial Services Provider Page 8 of 9 1.3 You may at any time terminate the Service by giving us such notice in writing, by contacting the FNB Cellphone Banking Helpline, or by de-registering at any FNB branch or directly from your cellphone. 1.4 When this agreement is terminated your full indebtedness to us with respect to all transactions remains due and payable. We reserve our right to set off your full indebtedness to us against any other account held with us. 1.5 We have the right to immediately withdraw or suspend the Service if we reasonably suspect that the Service is: 1.5.1 Being used outside of these Terms and Conditions. 1.5.2 Being used fraudulently or illegally. 1.5.3 Compromised, in order to protect you or for the protection of us or our systems. Section H: General 1.1 Information: 1.1.1 You must ensure that all account/personal related information disclosed with the Service is kept confidential. 1.1.2 Any information relating to the Service may be communicated via SMS and you give consent to receive product related information via the Registered cellphone number. 1.2 Statements: 1.2.1 All transactions, fees and charges will be shown on your statement; mini statement, or on a transaction record available from one of our branches. 1.3 Amendments: 1.3.1 FNB may from time to time amend these Terms and Conditions or the Service. FNB will when possible notify you of such change in advance except where legislation requires an immediate change. 1.3.2 You will be notified of material changes only, within a reasonable period of time of the changes. The manner in which notification herein will be given to you is left within our discretion. 1.3.3 You will have 7 days from receipt of notification to terminate the Service if you do not agree with the amended Terms and Conditions. If you use the Service after we have given you notice of the amendment/s and this falls within the 7 day period, or falls anytime after the 7 day period has lapsed, we will be entitled to assume that you have read and agree to be bound by the amended Terms and Conditions. For convenience only, the date on which these Terms were last amended is shown below the main heading of these Terms. If the change to the Service requires that you must upgrade or change your cellphone or network service provider, you will be responsible for any cost that may be required to continue using the Service or you may then decide to discontinue the Service. 1.3.4 Any amendments, additions or removals to the Service may be communicated to you via SMS. 1.4 Waiver, cession and assignment 1.4.1 Any failure by us to enforce our rights will not constitute a waiver of such rights. 1.4.2 You may not cede, assign or transfer in any way any of the rights and obligations pertaining to you, the customer, in terms of the Service to any other person or entity without the express and prior consent of FNB. 1.5 General 1.5.1 These specific Terms and Conditions are to be read together with our General Terms and Conditions. 1.5.2 If there is a conflict between these specific Terms and Conditions and the General Terms and Conditions, these terms and conditions will prevail. 1.6 Code of Banking Practice 1.6.1 We subscribe to the Code of Banking Practice, which will apply to our relationship with you if you fall within the ambit of the Code. You may obtain a copy of this document from your nearest branch or logon to www.fnb.co.za 1.6.2 If you wish to lodge a complaint, please contact our Contact Centre on 0861 313 210. We will investigate the complaint and revert to you within a reasonable period of time. Cellphone Banking Terms and Conditions Last updated July 2009 An Authorised Financial Services Provider Page 9 of 9 1.6.3 If we cannot resolve your complaint within a reasonable time you are free to lodge a formal complaint at the office of the Banking Ombudsman, provided that your complaint falls within the jurisdiction of the Banking Ombudsman. For more information on how this process works, please visit www.obssa.co.za. 1.7 General 1.7.1 For customers registering for Cellphone Banking at the branch, by confirming your 5 digit MOPIN, you are accepting these Terms and Conditions (T's and C's).