The Mobile Money payment system participants are categorized into.

• End Users: who include Subscribers, Agents, Merchants, and corporate clients.
• Payment processors: Include Service Providers who indirectly or directly integrate to the MTN Mobile Money payment. system.

End Users
They are onboarded onto the Mobile Money service upon receipt of necessary ‘Know Your Customer’ (KYC) documents and enabled to create Mobile Money PIN codes and passwords (where necessary) to access the service.

Payment Processors

• All Payment Service Providers, Integrators or Aggregators must submit necessary KYC documents to MTN For contracting purposes.
• The MTN Mobile Money payment system can be integrated to by Service Providers either directly (through standard APIs) or indirectly through Aggregators, integrators or Payment Service Providers who are either appointed by MTN to Facilitate technical support to merchants and clients or appointed by clients themselves.
• For cases of indirect- integration, Clients send a Formal letter signed per signature mandate and addressed to the MTN Mobile Money head communicating an aggregator or integrator of their choice where applicable.
• All clients, integrators, Payment Service Providers or Aggregators that intend to integrate to the Mobile Money plat-Form must have the technical capability to consume MTN Mobile Money Application Programming Interfaces (APIs) and make necessary changes when called upon.
• Participants mush generate and process transactions using valid Integration credentials.
• Participants must abide to set transacting limits and account holding limits.
• Participants deFine the different services to be provided based on which Mobile Money payment system roles and permissions are assigned to them.
• Participants should be able to comply with set connectivity rules For the different connectivity mechanisms (VPN, certificate exchanges and API keys)
• Payment- processors must comply with set payment system security standards

• Failure to comply with changing KYC requirements
• Failure to comply to contractual obligations.
• Fraudulent activities committed by participants.
• Regulatory directive to suspend a participant
• Failure to comply with set security standards.

Rights

• Right to access transaction statements generated off the MTN Mobile Money platform.
• Right to access own account balances
• Right to manage own Mobile Money PIN codes and integration credentials For End users and payment processors, respectively.
• Access to technical support and general query resolution For transaction Failures through our contact centres and IT service desk.
• Payment- processors have a right to access the MTN Mobile Money platform 24/7 For transactions processing purposes.
• Testing support For cases where payment processors change own systems or vendors resulting into the need For reestablishment of connection to MTN’s Payment system.
• Right to perform transactions specified in the contract

Obligations

• Participants should take charge of their Payment system integration credentials and Mobile Money PIN codes For Payment- processors and End users, respectively.
• To process payments within the approved transaction limits.
• To comply with set security standards.
• Not perform unauthorized transactions
• Comply with set AML standards.

i) A transfer is deemed irrevocable when the e-money has been transferred outside MTN Mobile Money ecosystem. This arises for cases;

• Where the e-money has been withdrawn by subscribers at MTN Mobile Money Agent points.
• Where money has been transferred to the bank environment in the existing Bank Push Pull service and the bank is unable to perform a corresponding reversal within their environment due unavailability of sufficient Funds.
• For case of Telcom interoperability where the receiving Telcom is unable to reverse the money erroneously received by their subscriber because the Funds have already been withdrawn at their agent points or transferred to an external environment- (e.g. a bank)

Transfers are not reversed For cases where the person requesting for the transfer has already been provided a service and the Service Provider is unable to revoke the services. An example is where a customer pays For prepaid electricity, is given the service token and then requests for the payment to be cancelled. This is not possible because the electricity company may not be in position to cancel the service provided.

A peer to Peer transfer where the reported erroneous recipient- disputes a reversal claiming that it is a legit transaction. The complainant- is requested to seek legal intervention.

Settlement of transfers involves exchange of e-money stored on MTN’s Mobile Money payment platform for its cash equivalent- through a partner escrow bank. This service is available for merchants who use MTN Mobile Money platform for collection purposes.

Below rules and arrangements are available for settlements.

Rules

• Clients can only liquidate (settle) e-money available on their account-. Any settlement of an amount above the account balance fails with an appropriate error.
• Settlement is done via a self-service option (referred to as self-liquidation) and one can only settle funds from own account-.
• Only authorized personnel with valid credentials can settle Funds from their e-money wallets. The client specifies its authorized personnel to be granted access to the self-liquidation feature through submitted a fully Filled in Form or letter signed per signature mandate.
• Settlement is only made to a predefined and set bank account. A client- communicates a bank account- to which their Funds should be settled which is configured on the MTN Mobile Money platform For settlement purposes.
• No transaction limits on settlement of funds through Escrow bank partners.
• Mobile Money subscribers are not authorized to settle funds through Escrow bank account-.
  Arrangement
• Settlement of Funds can be done via self-liquidation can be done at anytime which provides clients convenience. Clients also have an option to schedule standing orders For their settlement which can be done daily, weekly, or monthly.
• Escrow bank partners settle on demand based on request from merchants

• MTN offers space in its data centers to host Aggregator servers For reliable connectivity as well as security environment where deemed necessary.
• Availability of disaster recovery environment.
• Secure end to end transactions.

Payment Processors

MTN Uganda works with payment processors to establish an escalation matrix that is Followed when handling queries and disputes of different- categories. Below is an sample matrix;

Reconciliation	MM_operations.UG@ mtn.com	Mobile Money Operations Manager	Senior Manager- Customer Experience	General Manager – Customer Experience
Contract	Corporate account manager	Corporate account- manager’s supervisor	General Manager – Mobile financial Services	General Manager – Mobile Financial Services
Account Management	Corporate account manager’s supervisor	Corporate account manager’s supervisor	General Manager – Mobile Financial Services	General Manager -Mobile financial, Services
IT / Systems	IT Service Desk cc. MOMOcorporate	IT Operations Manager	Senior Manager-ft Operations	Chief Information Officer
IT / Systems	IT Service Desk cc. MOMOcorporate	IT Operations Manager	Senior Manager-ft Operations	Chief Information Officer
User Related queries	Call center help line – 122	Supervisor -Customer Experience	Senior Manager- Customer Experience	General Manager – Customer Experience

Reconciliation
MM_operations.UG@ mtn.com

• Mobile Money Operations Manager
  Senior Manager- Customer Experience
  General Manager – Customer Experience

Contract
Corporate account manager

• Corporate account- manager’s supervisor
  General Manager – Mobile financial Services
  General Manager – Mobile Financial Services

Account Management
Corporate account manager’s supervisor

• Corporate account- manager’s supervisor
  General Manager – Mobile financial Services
  General Manager – Mobile Financial Services

IT / Systems
IT Service Desk
cc. MOMOcorporate

• IT Operations Manager
  Senior Manager-ft Operations
  Chief Information Officer

User Related queries
Call center help line – 122

• Supervisor -Customer Experience
  Senior Manager- Customer Experience
  General Manager – Customer Experienc

Note: Above matrix is Filled by the Payment processors based on their infernal resourcing structure.

• MTN and the Payment processors may decide to negotiate to end a dispute or end the contract.
• An Aggrieved party may choose to File a court case in case all dispute management avenues do not yield desired results.

End Users;

• They log all complaints and disputes through the MTN standard customer touch points that include but not limited Fo the helpline, Service Centres, approved dealer shops and social media platforms.
• An Aggrieved party may choose to File a court case in case all dispute management avenues do not yield desired results.

Customer charges

Tiers	Send money (MTN)	Send money (Non MTN/Voucher)	Outbound remittances	Send money (To bank account)	Withdrawal (Agent)	Withdrawal (ATM)	Payments (Normal Bill 110)	Payments (Premium Bill 110)	Payments (Bulk payments)
500 – 2,500	30	830	1,000	N/A	350		110	190	300
2501 – 5,000	100	940	1,150	1,500	480	1,150	150	600	300
5,001 – 15,000	350	1,880	1,400	1,500	770	1,150	550	1,000	300
15,001 – 30,000	500	1,880	1,650	1,500	970	1,150	650	1,600	300
30,001 – 45,000	600	2,310	1,950	1,500	1,350	1,400	750	2,100	300
45,001 – 60,000	750	2,310	2,250	1,500	1,650	1,400	850	2,800	300
60,001 – 125,000	1,000	3,325	3,200	1,500	2,150	2,150	950	3,700	300
125,001 – 250,000	1,100	4,975	5,000	2,250	3,950	4,000	1,050	4,150	300
250,001 – 500,000	1,250	7,175	9,050	4,100	7,700	6,650	1,300	5,300	300
500,001 – 1,000,000	1,250	12,650	17,200	6,150	13,750	11,950	3,350	6,300	300
500,001 – 1,000,000	1,250	12,650	17,200	6,150	13,750	11,950	3,350	6,300	300
1,000,001 – 2,000,000	1,250	22,000	33,450	9,250	18,500	N/A	5,750	6,300	300
2,000,001 – 4,000,000	1,250	37,400	55,900	11,300	25,000	N/A	5,750	6,300	300
4,000,001 – 7,000,000	1,250	55,000	61,100	11,300	25,000	N/A	5,750	6,300	300

Tiers
500 – 2 500

• Send Money (MTN)
  30
• Send Money (Non MTN/Voucher)
  830
• Outbound Remittances
  1,000
• Send Money (To bank account)
  N/A
• Withdrawal (Agent)
  350
• Withdrawal (ATM)
• Payments (Normal Bill 110)
  110
• Payments (Premium Bill 190)
  190
• Payments (Bulk payments)
  300

Tiers
2,501 – 5,000

• Send Money (MTN)
  100
• Send Money (Non MTN/Voucher)
  940
• Outbound Remittances
  1,150
• Send Money (To bank account)
  1,500
• Withdrawal (Agent)
  480
• Withdrawal (ATM)
  1,150
• Payments (Normal Bill 110)
  150
• Payments (Premium Bill 190)
  160
• Payments (Bulk payments)
  300

Tiers
5,001 – 15,000

• Send Money (MTN)
  350
• Send Money (Non MTN/Voucher)
  1,880
• Outbound Remittances
  1,400
• Send Money (To bank account)
  1,500
• Withdrawal (Agent)
  770
• Withdrawal (ATM)
  1,150
• Payments (Normal Bill 110)
  550
• Payments (Premium Bill 190)
  1,000
• Payments (Bulk payments)
  300

Tiers
15,001 – 30,000

• Send Money (MTN)
  500
• Send Money (Non MTN/Voucher)
  1,880
• Outbound Remittances
  1,650
• Send Money (To bank account)
  1,500
• Withdrawal (Agent)
  970
• Withdrawal (ATM)
  1,150
• Payments (Normal Bill 110)
  650
• Payments (Premium Bill 190)
  1,600
• Payments (Bulk payments)
  300

Tiers
30,001 – 45,000

• Send Money (MTN)
  600
• Send Money (Non MTN/Voucher)
  2,310
• Outbound Remittances
  1,950
• Send Money (To bank account)
  1,500
• Withdrawal (Agent)
  1,350
• Withdrawal (ATM)
  1,400
• Payments (Normal Bill 110)
  750
• Payments (Premium Bill 190)
  2,100
• Payments (Bulk payments)
  300

Tiers
45,001 – 60,000

• Send Money (MTN)
  750
• Send Money (Non MTN/Voucher)
  2,310
• Outbound Remittances
  2,250
• Send Money (To bank account)
  1,500
• Withdrawal (Agent)
  1,650
• Withdrawal (ATM)
  1,400
• Payments (Normal Bill 110)
  850
• Payments (Premium Bill 190)
  2,800
• Payments (Bulk payments)
  300

Tiers
60,001 – 125,000

• Send Money (MTN)
  1,000
• Send Money (Non MTN/Voucher)
  3,325
• Outbound Remittances
  3,200
• Send Money (To bank account)
  1,500
• Withdrawal (Agent)
  2,150
• Withdrawal (ATM)
  2,150
• Payments (Normal Bill 110)
  950
• Payments (Premium Bill 190)
  3,700
• Payments (Bulk payments)
  300

Tiers
125,001 – 250,000

• Send Money (MTN)
  1,100
• Send Money (Non MTN/Voucher)
  4,975
• Outbound Remittances
  5,000
• Send Money (To bank account)
  2,250
• Withdrawal (Agent)
  3,950
• Withdrawal (ATM)
  4,000
• Payments (Normal Bill 110)
  1,050
• Payments (Premium Bill 190)
  4,150
• Payments (Bulk payments)
  300

Tiers
125,001 – 250,000

• Send Money (MTN)
  1,100
• Send Money (Non MTN/Voucher)
  4,975
• Outbound Remittances
  5,000
• Send Money (To bank account)
  2,250
• Withdrawal (Agent)
  3,950
• Withdrawal (ATM)
  4,000
• Payments (Normal Bill 110)
  1,050
• Payments (Premium Bill 190)
  4,150
• Payments (Bulk payments)
  300

Tiers
250,001 – 500,000

• Send Money (MTN)
  1,250
• Send Money (Non MTN/Voucher)
  7,175
• Outbound Remittances
  9,050
• Send Money (To bank account)
  4,100
• Withdrawal (Agent)
  7,700
• Withdrawal (ATM)
  6,650
• Payments (Normal Bill 110)
  1,300
• Payments (Premium Bill 190)
  5,300
• Payments (Bulk payments)
  300

Tiers
500,001 – 1,000,000

• Send Money (MTN)
  1,250
• Send Money (Non MTN/Voucher)
  12,650
• Outbound Remittances
  17,200
• Send Money (To bank account)
  6,150
• Withdrawal (Agent)
  13,750
• Withdrawal (ATM)
  11,950
• Payments (Normal Bill 110)
  3,350
• Payments (Premium Bill 190)
  6,300
• Payments (Bulk payments)
  300

Tiers
1,000,001 – 2,000,000

• Send Money (MTN)
  1,250
• Send Money (Non MTN/Voucher)
  22,000
• Outbound Remittances
  33,450
• Send Money (To bank account)
  9,250
• Withdrawal (Agent)
  18,500
• Withdrawal (ATM)
  N/A
• Payments (Normal Bill 110)
  5,750
• Payments (Premium Bill 190)
  6,300
• Payments (Bulk payments)
  300

Tiers
2,000,001 – 4,000,000

• Send Money (MTN)
  1,250
• Send Money (Non MTN/Voucher)
  37,400
• Outbound Remittances
  55,900
• Send Money (To bank account)
  11,300
• Withdrawal (Agent)
  25,000
• Withdrawal (ATM)
  N/A
• Payments (Normal Bill 110)
  5,750
• Payments (Premium Bill 190)
  6,300
• Payments (Bulk payments)
  300

Tiers
4,000,001 – 7,000,000

• Send Money (MTN)
  1,250
• Send Money (Non MTN/Voucher)
  55,000
• Outbound Remittances
  61,000
• Send Money (To bank account)
  11,300
• Withdrawal (Agent)
  25,000
• Withdrawal (ATM)
  N/A
• Payments (Normal Bill 110)
  5,750
• Payments (Premium Bill 190)
  6,300
• Payments (Bulk payments)
  300

Merchant- charges
A % commission Fee is charged on merchants and bill collection clients and vary as shown below:

Business category	Commission on Merchant or Bill collection client
Category 1	0%
Category 2	0.25%
Category 3	0.50%
Category 4	0.75%
Category 5	1%
Category 6	1.20%
Category 7	1.50%
Category 8	2%
Category 9	2.25%
Category 10	2.30%
Category 11	2.50%

Business category
Category 1

• Commission on Merchant or Bill collection client
  0%

Business category
Category 2

• Commission on Merchant or Bill collection client
  0.25%

Business category
Category 3

• Commission on Merchant or Bill collection client
  0.50%

Business category
Category 4

• Commission on Merchant or Bill collection client
  0.75%

Business category
Category 5

• Commission on Merchant or Bill collection client
  1%

Business category
Category 6

• Commission on Merchant or Bill collection client
  1.20%

Business category
Category 7

• Commission on Merchant or Bill collection client
  1.50%

Business category
Category 8

• Commission on Merchant or Bill collection client
  2%

Business category
Category 9

• Commission on Merchant or Bill collection client
  2.25%

Business category
Category 10

• Commission on Merchant or Bill collection client
  2.30%

Business category
Category 11

• Commission on Merchant or Bill collection client
  2.50%

Security of information assets of MTN Mobile Money Uganda Limited is of top importance. Confidentiality, Integrity, and Availability of these assets is maintained always through controls that are proportional to the criticality of the asset, to protect the assets from all types of threats, whether internal or external, deliberate, or accidental. It is also ensured that all commitments, legal, regulatory, statutory, and contractual obligations are met.