1. Vietcombank's Agent Banking: FPT Digital Retail Joint Stock Company.

2. Scope of Agent Banking: Vietcombank authorizes its Agent Banking to perform the following service: Cash deposit/withdrawal into/from customers' payment accounts opened at Vietcombank.

3. Term of Agent Banking Assignment: The term of the Agent Banking assignment follows the effective term of the Agent Banking Contract signed between Vietcombank and the Agent [The Agent Banking Contract is effective for 01 (one) year from the signing date and is automatically extended for subsequent 12 (twelve) month periods, unless terminated in accordance with legal regulations/agreed upon in the Agent Banking Contract/or otherwise agreed upon by the Parties].

4. Method of Cooperation: Vietcombank selects and signs an Agent Banking Contract with an organization that meets Vietcombank's selection criteria for agent banking in accordance with the provisions of Circular 07/2024/NHNN on Agent Banking Activities (hereinafter referred to as Circular 07).

5. Management of Agent Banking Locations: Vietcombank manages agent banking locations as follows:

5.1. Developing criteria for selecting Agent Banking and managing the system of agent banking locations.

· Developing criteria for selecting agent banking that meet the mandatory requirements according to Circular 07, including: (i) conducting lawful business in relevant sectors and providing lawful goods and services; (ii) implementing agent services at the agent's business location/branch; (iii) opening and maintaining payment accounts/other accounts as agreed upon in compliance with legal regulations and Vietcombank's regulations; (iv) ensuring requirements regarding facilities, cameras, network, information security, and a qualified and specialized staff to implement the service, etc.

· Classifying agent locations according to criteria: (i) type of business (supermarket, retail store, etc.); (ii) transaction volume; (iii) customer access capability.

· Vietcombank's agent location management system includes: (i) agent location information; (ii) transaction details at the agent location; (iii) connection status with Vietcombank; (iv) management of agent balances and transaction limits in compliance with Circular 07 and Vietcombank's regulations in each period.


5.2. Ensuring Service Quality

· Agent Training: Vietcombank issues regulations, guidance documents, and organizes training courses for agents on agent banking activities, ensuring that agent staff clearly understand legal regulations on providing payment services, Vietcombank's products and services, comply with Vietcombank's regulations and procedures for providing products and services, and have good communication skills with customers.

· Quality Supervision: Periodic or đột xuất checks are conducted to assess the agent's compliance with Vietcombank's regulations and procedures for providing payment services to customers (such as transaction volume, customer satisfaction level, and transaction failure rate to ensure the quality of services provided to customers).


5.3. Transaction Management and Supervision:

· Agent banking locations are directly connected to the banking system to ensure smooth transaction processing. Vietcombank has tools to check and statistically analyze transactions at agent banking locations for management, supervision, and transaction monitoring.


5.4. Establishing Information Security and Personal Data Protection Policies for Customers:

· Vietcombank has policies and regulations on information security and personal data protection when customers perform transactions at Vietcombank's agent banking locations.


5.5. Technical and Operational Support

· Providing timely support for technical issues so that agent banking locations can operate effectively and without interruption.


5.6. Handling Inquiry and Complaint Resolution

· Providing support and feedback channels for customers at agent banking locations, and establishing and maintaining a 24/7 hotline to promptly receive and handle customer information and complaints. Rapid Incident Handling: Ensuring a process for timely incident handling if incidents occur at agent locations, including system errors or customer service issues.


5.7. Periodic Inspection and Reporting to the State Bank of Vietnam (SBV)

· Periodic Inspection: Having a plan to periodically or irregularly inspect and evaluate the operational quality of agent locations to ensure compliance and optimize and improve service quality.

· Reporting to the SBV: Submitting quarterly reports to the SBV as regulated on the status of agent banking activities and other cases requiring reporting to the SBV as stipulated in Circular 07.

6. Fee Policy for Customer Transactions at FPT Agent:

7. List of FPT agent locations: here