ANZ TRANSACTIVE

1 ANZ TRANSACTIVE BUSINESS continuity manual AUSTRALIA AND NEW ZEALAND September 2014 2 ANZ TRANSACTIVE Business continuity manual INTRODUCTION ANZ s commitment to you is to ensure appropriate plans are in place to minimise impacts associated with any disruption to services. In the event of a service disruption to ANZ TRANSACTIVE , this Business continuity manual is designed to provide both parties with an understanding of the alternative payments processing procedures to continue the delivery of critical cash management services. This document outlines high level plans to continue the following services in the event of a disruption at ANZ or within your organisation: Domestic payment processing Payroll, Supplier payments , Real Time Gross Settlements (RTGS), Same Day Cleared payments (SCP) and Transfers International payment processing Balance and transaction reporting ANZ will select the most appropriate payment processing option based on customer needs and service availability.

2 Yours sincerely, Anne Collard Global Head of Channels & Implementation (Digital) Global Transaction Banking 3 ANZ TRANSACTIVE Business continuity manual NOTIFICATION WHEN ALTERNATIVE PAYMENT PROCESSING PROCEDURES ARE INVOKED In the event of a service disruption to ANZ TRANSACTIVE , ANZ will notify your users of what action to take. This may be achieved through a number of channels depending on the circumstances of the event. These channels include: ANZ TRANSACTIVE banner messages ANZ TRANSACTIVE logon or landing pages ANZ Customer Service Centre Officers or ANZ NZ TRANSACTIVE Officers URL Redirection to another ANZ web site It s important that you proactively notify us if you discover a service disruption to ANZ TRANSACTIVE in order for ANZ to troubleshoot and resolve the issue or invoke manual payments processing if required.

3 The procedures outlined within this document will also act to support you when a disruption occurs within your environment, which prevents you from accessing ANZ TRANSACTIVE . 4 ANZ TRANSACTIVE Business continuity manual ANZ PAYMENT SERVICE In the event of a service disruption to ANZ TRANSACTIVE we may redirect users to an alternative website where your users can upload electronic payment files and instructions for processing. The ANZ Payment Service will allow users to track payment files using a unique request number for each group of payments submitted. ANZ will use its best endeavours to process files and payments submitted via the ANZ payments Service as soon as is reasonably practical but cannot guarantee that processing will be completed in any particular timeframe.

4 Your users can increase the likelihood of prompt processing by: Ensuring files are properly formed and contain all the required information including funding account details and Direct Entry or APCA user id details1. Submit transfers between accounts and payments in separate file uploads, ensuring a short delay between them to allow for processing of transfers to take place before payments are debited from the funding account. payments submitted using the application should not be resubmitted once service to ANZ TRANSACTIVE is restored. All payments submitted using the application will be processed and can still be tracked using the request number provided during the submission process. payments processed via the ANZ Payment Service will be reflected in your Balance and Transaction reports.

5 Use of the ANZ Payment Service is covered by your existing ANZ TRANSACTIVE terms and conditions. Please speak to your ANZ representative if you require a copy of your terms and conditions. For more information about the ANZ Payment Service please see the Frequently Asked Questions on ANZ TRANSACTIVE Resource Central. 1 Direct Entry or APCA user ID details are only applicable to Australian accounts. 5 ANZ TRANSACTIVE Business continuity manual manual PAYMENT PROCESS - DOMESTIC payments Domestic payments include the following: Payroll Supplier RTGS (AUD), SCP (NZD) and Transfers PAYROLL AND SUPPLIER payments 1. Contact the ANZ Customer Service Centre to raise the issue.

6 2. The Customer Service Centre will provide you with a reference number for the call and will troubleshoot the issue. 3. If the Customer Service Centre is unable to resolve the issue and manual payments processing is invoked, our Customer Service Centre will work with you to facilitate a manual lodgement for payment files to be processed. 4. The Customer Service Centre will provide clear instructions on the manual lodgement process. REAL TIME GROSS SETTLEMENT payments (RTGS), SAME DAY CLEARED payments (SCP) AND TRANSFERS 1. Contact the ANZ Customer Service Centre to raise the issue. 2. The Customer Service Centre will provide you with a reference number for the call and will troubleshoot the issue. 3. If the Customer Service Centre is unable to resolve the issue and manual payments processing is invoked, we will work with you to facilitate an RTGS/SCP payment or transfer via manual lodgement.

7 4. Payment instructions will need to be received via a file or our Requisition for Local Telegraphic Transfer or Same Day Cleared payments Form (refer to ANZ TRANSACTIVE Resource Central for the current version). The form will need to be completed by you and signed off by the appropriate account signatories of the funding account. 5. The file or completed form/s will need to be emailed to the Customer Service Centre for processing. See page 8 for the AU and NZ manual lodgement email addresses. Refer to page 9 for ANZ s manual Lodgement - Payment Cut Off Times. 6 ANZ TRANSACTIVE Business continuity manual INTERNATIONAL payments 1. Contact the ANZ Customer Service Centre to raise the issue. 2. The Customer Service Centre will then provide you with a reference number for the call and will troubleshoot the issue.

8 3. If the Customer Service Centre is unable to resolve the issue and manual payments processing is invoked, we will with work with you to facilitate an international payment via manual lodgement. 4. Your payment instructions will need to be received via a file or our International Money Transfer Request Form (refer to ANZ TRANSACTIVE Resource Central for the current version). The form will need to be completed by you and signed off by the appropriate account signatories of the funding account. 5. The file or completed form/s will need to be emailed to the Customer Service Centre for processing. See page 8 for the AU and NZ manual lodgement email addresses. Refer to page 9 for ANZ s manual Lodgement - Payment Cut Off Times.

9 7 ANZ TRANSACTIVE Business continuity manual BALANCE AND TRANSACTION REPORTING In the event that you are unable to receive transaction data via ANZ TRANSACTIVE , ANZ will direct you to the following alternative method for file delivery: 1. Contact the ANZ Customer Service Centre to raise the issue. 2. The Customer Service Centre will provide you with a reference number for the call, and will troubleshoot the issue. 3. If the Customer Service Centre is unable to resolve the issue, ANZ will endeavour to provide an alternative method of delivery of information which will be managed on a case-by-case basis. 8 ANZ TRANSACTIVE Business continuity manual ANZ CUSTOMER SERVICE CENTRES Australia Monday to Friday, Australian Time Local 133 199 International +61 3 9601 1200 manual lodgements email address: New Zealand Monday to Friday, New Zealand Time Local 0800 800 760 International +64 4 473 0358 manual Lodgements email address: 9 ANZ TRANSACTIVE Business continuity manual Australia and New Zealand Banking Group Limited, ABN 11 005 357 522.

10 ANZ Bank New Zealand Limited APPENDIX 1 manual LODGEMENT - PAYMENT CUT OFF TIMES DOMESTIC payments AND TRANSFERS Australia 7:30pm (AEST) New Zealand 9:30pm (NZST) SINGLE payments Australia to: New Zealand 10:30am (AEST) Asia (including Indonesia) 11:00am (AEST) Europe/USA 4:00pm (AEST) Foreign Currency to Australian Beneficiary Banks 1:00pm (AEST) Real Time Gross Settlement (RTGS) 4:00pm (AEST) New Zealand to: Australia 4:00pm (NZST) Asia (including Indonesia) 12:30pm (NZST) Europe/USA 4:00pm (NZST) Real Time Gross Settlement (RTGS) 4:30pm (NZST) ANZ recommends submission of the payment instructions to be no later one hour before the payment cut off times. Reasonable endeavours will prevail if the payment instructions are submitted near to the payment cut off times.