GENERAL RULES OF BUSINESS CONDUCT AND ETHICS

Fair treatment of partners and customers in the organization is defined as the basic rule of business conduct and ethics and should be taken into account in the decision making process in the organization. The organization should ensure transparency in its relationships with customers and partners, as well as a sufficient level of protection of customer interests.

The business process of payment and settlement services provided by the organization includes:

• a detailed description of each service provided,


• terms of service and necessary documents,


• tariffs for services (including commissions and other fees, their list), terms and conditions for changing them,


• List of documents (information) required from customers and partners to provide services,


• all conditions restricting access to the service provided by the organization to the customer;


• standards for rejecting transactions (refusing to provide services) by the entity,


• the process of correcting errors made during service,


• the process of interrupting the service provided by the organization to both the specific customer and the organization in general;


• measures to identify and exclude possible conflicts of interest in customer service.


• The organization should ensure high responsibility for the conduct of business and the protection of clients' interests, and the employees of the organization should be guided by the requirements of high professionalism, conduct and ethics.


• In terms of business conduct and customer protection, the organization provides fair treatment to customers, which at least assumes:


• consideration of the needs and interests of partners and clients in the development and delivery of payment and settlement services;


• Avoiding services that do not fit the needs of the customer,


• Ensuring high quality of advice given to the customer during payment and settlement service provision,


• fair and timely examination of customer complaints, applications and / or claims;


• Providing the customer with clear, reliable, timely and relevant customer information while providing payment and settlement services;


• maintaining confidential information about partners and customers, as well as justifying reasonable customer expectations;


• payment and settlement services (under contracts with more / less favorable terms) excluding general terms and conditions provided by partners and customers exclusively if relevant standards are met.

• The customer can find out the details and working hours of the services provided by the relevant staff of the organization's head office / branches, as well as the organization's website, information bulletins, etc. Information provided to the Client is simple and accessible and does not contain confusing words or phrases. The information shall be provided in at least Armenian, unless a different language is selected by agreement between the client and the company.


• When providing payment and settlement services, the Customer shall provide the necessary information and documents required for carrying out the transaction required for the provision of the particular service. The list of required documents is provided on the organization's website and information bulletins at the customer service desk. The customer can be informed of the amount of payment for his utility and other services upon request (even when no payment is made).


• When performing payment and settlement operations, the customer shall be provided with the documents certifying payment established by the RA legislation and the Central Bank of the Republic of Armenia Central Bank approved documents, “Minimum Requirements of Payment and Settlement Documents Implemented by Rules”.


• Employees of the organization are obliged to follow the following rules when serving customers:


• Employees must always be polite, respectful, polite and provide excellent customer service, as well as be willing to assist any Customer.


• Any client of the organization can get the whole list of payment and settlement services offered by the organization in the head office / branches of the organization;


• Payment and settlement services are provided by the customer's staff as quickly and as qualitatively as possible;


• During the provision of payment and settlement services, the Customer shall not address the Customer with the following phrases: "This is your problem", "This is not my business", "I do not know", "I cannot help you" and so on.