(1) An electronic money issuer or payment service provider shall ensure high quality performance of at least 99.5% service availability and accessibility.

(2) An electronic money issuer or payment service provider shall, within twenty-four hours of a disruption or an anticipated disruption, inform the users of the electronic money or payment service of the disruption or anticipated disruption in the system through a short messaging system or other means determined by the Bank of Ghana.

(3) An electronic money issuer or payment service provider shall enter into a written agreement, which is either electronic or print versions, with an electronic money account holder or a user of a payment service.

(4) The agreement referred to in subsection (3), shall at a minimum

(a) clearly identify the electronic money account holder or user of the payment service;

(b) provide guidance on the right of redemption by an electronic money holder or a user of payment service, including if any, conditions and fees for redemption;

(c) state that the ownership of the funds of the electronic money holder or payment service user is not in any way impaired by the use of pooled float accounts established in the name of the issuer of the electronic money or payment service provider; and

(d) include information on available redress procedures for a complaint together with the address and contact information of the electronic money issuer or payment service provider.

(5) An electronic money issuer or payment service provider shall provide an explanation on product material and general product elements to a prospective client and ensure that the prospective client understands the nature and form of the product terms and conditions, features and specifications.

(6) An electronic money issuer or payment service provider shall ensure that

(a) marketing undertaken by the electronic money issuer or payment service provider follows the general principles of honesty and transparency; and

(b) the address, telephone number and electronic mail address of the provider are included in all marketing material.

(7) An electronic money issuer or payment service provider shall provide to the customers of the electronic money issuer or payment service provider the following on its website and in short messaging services:

(a) the details, including the name, location of all the customer service points and the agents of the electronic money issuer or payment service provider, and

(b) a description of the products and services of the electronic money issuer or payment service provider including the applicable charges.

(8) An electronic money issuer or payment service provider shall display at its head office, branches as well as the premises of its agents using a standard summary sheet determined by the Bank of Ghana, all fees and service charges for electronic money transactions or provision of payment service.

(9) An electronic money issuer or payment service provider shall, seven days before a change in all fees and service charges, announce the changes to its customers through short messaging service or any other means determined by the Bank of Ghana.

(10) An electronic money issuer or payment service provider shall give a customer an electronic notification of charges or fees with an option to cancel a transaction before the authorisation of the transaction.

(11) An electronic money issuer or payment service provider shall allocate to an agent of the electronic money issuer or payment service provider a unique identification number that is prominently displayed at the location of the agent.

(12) An electronic money issuer or payment service provider shall make known to a customer, information on an agent whose contract has been terminated by short messaging service, newspaper publication or any other means determined by the Bank of Ghana.

(13) An electronic money issuer or a payment service provider shall

(a) maintain a functional consumer complaints unit for users of electronic money or payment services, and

(b) equip the unit to receive complaints through phone calls, electronic mails, short messaging service and personal visit by the electronic money user or payment service customer.

(14) An electronic money issuer or payment service provider shall display the address, telephone numbers, and electronic mail address of the complaints resolution desk prominently at the offices, agent locations and at customer care centres of the electronic money issuer or payment service provider.