Western Union Money Transfer SM - Harling Direct

The Consumer Experience A strong customer service culture can help you increase the quantity of Western Union transactions at your Agent location—in addition to providing a quality consumer experience. Many people agree that it is more cost effective to keep a consumer than it is to gain a new one. It’s this repeat business from loyal consumers that may help you drive revenues. We have provided the following customer service overview to highlight key themes and tips designed to positively impact the level of service provided to Western Union consumers at your Agent location. First Impressions Are Important Consistency This first impression can be the basis for a consumer’s perception of you and the entire Agent location. This includes keeping your Transaction Center clean and organized with tear-pad sheets, a working phone, pens, and current merchandising. Providing a consistent level of excellent service, in addition to a consistent look, message and overall experience, can help consumers feel comfortable and confident that their money will get where it needs to go—quickly, reliably and conveniently. There Is Never Enough Time in the Day The Sound of Good Communication Acknowledging consumers quickly sends the message that you understand the value of their time and the value they represent to your Agent location. Making Good Eye Contact Making and maintaining good eye contact with consumers can also help them feel comfortable, acknowledged and welcomed. What’s in a Name? Addressing consumers by name can help establish relationships and build lasting connections. Effective Listening Developing effective listening skills can help you be more productive and efficient, in addition to showing Western Union consumers that they are valued and appreciated. Agent Reference Guide: Canada Agents westernunion.ca Showing consumers that you care, through your tone of voice, can be as easy as slowing down your rate of speech or smiling when you are speaking on the telephone. Know the Western Union Business Agent FLA knowledge of Western Union services ensures you can help consumers recognize the value of doing business at your Agent location. Keep Them Coming Back Many people agree that it is more cost effective to keep a consumer than it is to gain a new one. Therefore, it’s important to maintain a consistently high level of customer service—giving them an additional reason to return to your Agent location. The Words We Use The words you use can also have a profound effect on how consumers view your Agent location. Use phrases that are positive and help connect people. Be courteous, polite, and professional. Money Transfer Payments Money Order 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE ConsExp-1

The Consumer Experience Customer Satisfaction Flow - Consumer Experience in Action! 1 Consumer Finds Your Location. Are your signs in good shape? 2 Consumer Finds Transaction Area and Fills Out form. Is your Western Union forms area easy to locate? Is your forms area clean and well organized? 3 BEGIN TRANSACTION! Greet consumers as they approach the counter with a sincere smile, "Hello" and eye contact. Address consumers by name if it's known. Ask consumers for their Western Union Preferred Customer Card or phone number. 5 4 Check for 100% Accuracy on Form! Spelling errors are the #1 problem that consumers experience. 6 New Consumer? If yes, explain the following? Sender and Receiver info input into the Western Union system. Money is available to Receiver generally within minutes. Explain Western Union Preferred Customer Card Program and Benefits. Give Western Union Agent locator information for Receiver. Instruction on Receiver form process. Free to enroll in program. Faster transactions. Instruction on Money Transfer Control Number (MTCN) reference. Form not necessary (with printer receipt). Receiver usually paid in cash. Receiver must present ID. Consumers earn discounts. Ensures accuracy of transactions. Retains consumer name & transactional information. 7 APPRECIATE YOUR CONSUMER! Have the consumer review the receipt for accuracy and sign. Circle and explain MTCN so consumer understands it will make the transaction faster for the Receiver. Circle and explain the Preferred Customer Card information. In some cases the MTCN may be mandatory to receive the transaction. Circle Western Union 800# and westernunion.ca as resources to find a location where the Receiver may pick up the funds. Explain what Receiver will need to pick up the money (MTCN, ID, answer to test question, etc.). Thank the consumer and ask them to come back and see you again. Agent Reference Guide: Canada Agents westernunion.ca Money Transfer Payments Money Order 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE ConsExp-2

Western Union Telephone Directory Agent Assistance To Send or Receive Transactions via the Telephone 1-800-257-4900 To Order Supplies 1-800-235-0000 To Report Equipment Problems - Money Transfer PC 1-800-235-0000 Customer Service English 1-800-325-6000 French 1-800-235-0000 Spanish 1-800-325-4045 Foreign Language Lines (Note that not all numbers are available 24/7) Amharic (Ethiopia) 1-877-984-1724 Portuguese 1-800-630-0822 Arabic 1-800-327-6681 Punjabi 1-800-435-2226 Chinese 1-800-368-6881 Romanian 1-800-347-6000 Creole (Haiti) 1-877-984-1726 Russian 1-800-327-0000 French (consumers) 1-800-235-0000 Serbo-Croatian 1-877-984-1723 (Agents) 1-800-321-2923 Spanish 1-800-325-4045 Gujarati 1-800-348-4883 Tagalog 1-877-737-2486 Hindi (India) 1-800-435-2226 Thai 1-877-996-6990 Korean 1-877-629-7372 Ukrainian 1-800-799-6882 Polish 1-800-990-4440 Urdu 1-800-435-2226 Philippines 1-877-737-2486 Vietnamese 1-800-464-8436 Western Union Compliance Hotline (Hours 9 a.m. - 6 p.m. ET) Western Union Compliance Fax STR Referral Fax STR Referral Email Quick Collect Customer Service Alternate Contact Numbers: 1-866-633-2247 1-866-216-9143 1-888-447-4041 CanadaReportReferral@westernunion.com 1-800-238-5772 Western Union field representatives 1-800-354-0005 To send messages or Money Transfer inquiries 1-800-321-2923 Western Union Fraud Hotline Corporate Headquarters 1-800-448-1492 Western Union Financial Services, Inc. 12500 E. Belford Ave., Englewood, CO 80112 Western Union Financial Services Canada, P.O Box #4059 1235 McCowan Rd. Scarborough, ON M1H 0A4 Agent Reference Guide: Canada Agents westernunion.ca Money Transfer Payments Money Order 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE Phone-1

Western Union Money Transfer Key Policies The Western Union Money Transfer system is used to send money to locations around the world. Through this system, funds are usually available for payment within minutes at most locations. Our network of Agent locations can access the system either by telephone or through using our money transfer software. Acceptance of Funds Consumer Data Privacy Acceptance of funds other than cash is at your own risk. You should be cautious when accepting large denomination bills. Western Union is not responsible for counterfeit money accepted by FLAs at Agent locations. You are responsible for collecting and safeguarding all funds received for Western Union transactions. Daily observance of consumer privacy is very important. As a Western Union Agent, you must protect consumer information. To do so you need to: Information and Identification Requirements Western Union policy requires Agents to collect information and review consumer IDs at various thresholds for both Send and Receive transactions. These requirements generally increase as the transaction amount increases. Western Union Agents should periodically review these requirements with their FLAs who conduct transactions. Acceptable Types of Identification ÊÊ Protect and secure access to the money transfer terminal. ÊÊ Limit access to the money transfer terminal and records to authorized personnel. ÊÊ Store all completed forms and receipts in a secure location. ÊÊ Once forms, receipts or electronic files are no longer required to be maintained, properly destroy those containing consumer information. This means pulverizing, shredding or electronic erasure. ÊÊ If you are using third parties to destroy or store personal information, please ensure they properly destroy or store such information. ÊÊ Current (not expired) ÊÊ Report immediately to Western Union any compromise, or potential compromise, of consumer information. If electronic equipment is lost or stolen that stores consumer information, or paper files are tampered with by unauthorized individuals, report the incident to Western Union as soon as it is discovered by calling the Fraud Hotline at 1-800-448-1492. ÊÊ Photo of the person conducting the transaction Remittance of Western Union Funds Acceptable forms of ID generally include: Carefully review your agreement with Western Union to determine when the money you receive from consumers for Western Union transactions must be deposited or remitted. Not all IDs are created equal. For an ID to be acceptable under Western Union policy, it needs to meet these three basic requirements: ÊÊ Government-issued ÊÊ Driver’s license ÊÊ Province of Quebec issued Health Insurance Card (if offered by consumer) ÊÊ Passport ÊÊ Other photo ID issued by provincial, territorial or the federal government NOTE: An individual's Social Insurance Number (SIN) is NOT an acceptable identification document. Agent Reference Guide: Canada Agents westernunion.ca Money Transfer Payments Money Order 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE Policy-1

Western Union Money Transfer Key Policies Retention of Transaction Records Money Transfer Fee Schedule All Western Union transactions handled by your Agent location must be retained for a specified amount of time. File all transaction records in chronological order by date of origination each month in a secure file that won’t be tampered with. Western Union Fee Schedules are updated regularly; Agents can look up fees on the Western Union computer terminal. Agents must retain records required by the Proceeds of Crime (Money Laundering) and Terrorist Financing Act (“PCMLTFA”) for a period of at least five years, and store records in a way that they will be accessible in a reasonable period of time (30 days) in the event of an authorized government request. This includes: Western Union policy prohibits person-to-person money transfer transactions from being used to transfer funds for gaming purposes. Even though it MAY be legal to participate in gaming activities within certain jurisdictions, using the money transfer system to facilitate this activity is prohibited. ÊÊ Copies of all Suspicious Transaction Report (STR) referrals and supporting documents for both Money Order and Money Transfer referrals Providing services to consumers engaged in cross-border gambling activities such as internet casino-type gambling, sports betting and so-called sports information services, constitutes a breach of this policy and will result in Western Union issuing a warning letter calling your attention to the issue and demanding your compliance with this policy. In extreme situations, failure to comply with this policy can lead to immediate suspension and / or termination of your ability to provide Western Union services. ÊÊ Documentation of compliance training ÊÊ Documentation of monitoring efforts Unless otherwise specified, Money Transfer forms (To Send Money, To Receive Money, and Quick Collect) and receipts are to be retained for a period of 6 months and then destroyed. ÊÊ If an authorized law enforcement request is received, Agents must be able to retrieve forms by the sender’s name and receive Agents must be able to retrieve forms by the receiver’s name in responding to the request. NOTE: Western Union will retain the required transaction information in electronic form for the required retention period. Destruction of Transaction Records Once the minimum retention requirements have been met, destroy all files so that they are no longer readable. It is recommended that you destroy these records by shredding or some other similar means. Agent Reference Guide: Canada Agents westernunion.ca Anti-Gaming Policy Production Orders and Search and Seizure Warrants Agent receives a Production Order: Contact your Compliance Officer for assistance. Agent receives Search and Seizure Warrant: The Agent should: 1. Turn over to law enforcement whatever is responsive to the search and seizure warrant. 2. Make copies of the documents if possible. 3. Call your Compliance Officer for further instructions. Money Transfer Payments Money Order 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE Policy-2

Western Union Money Transfer Key Policies Corrections and Refunds Suspicious Transaction Report (STR) If a consumer requests that non-financial information be corrected, such as: a name be corrected or a test question or answer be added to a money transfer after it has been sent, please refer to the Corrections and Refunds tab of this guide. You can only change transactions created at your Agent location for the original sender. A consumer must have the original transaction receipt and an original unexpired, government issued photo identification to process any corrections. If the transaction is more than 45 days old, you must contact the Western Union Customer Service Center. The consumer can also call 1-800-2350000 and speak to a Western Union Customer Service representative. For attempted or completed transactions of any amount for which there is a reasonable basis to suspect that the transaction or attempted transaction is related to a money laundering or terrorist financing offence. This requirement covers both money transfer(s) and money order(s). Compliance Issues All Western Union Money Transfer Agents who are registered with FINTRAC as a money service business (MSB), and other reporting entities under the PCMLTFA must implement their own anti-money laundering compliance program. Specifically, each Agent needs to designate a Compliance Officer and implement a compliance program that includes written policies and procedures, internal controls, an FLA training program and an independent review process. Reporting Requirements Western Union Agents are required to file the following reports: Large Cash Transaction Report (LCTR) For cash transactions of more than 10,000 by or on behalf of one person in one business day (24 consecutive hours). ÊÊ With the exception of those Agents that are registered as an MSB as futher clarified below, Agents are not required to submit LCTRs for transactions involving Money Transfers only. ÊÊ Only Agents that are either registered as an MSB with FINTRAC or otherwise regulated as a financial institution may sell Western Union Money Orders. These Agents are responsible for filing LCTRs directly with FINTRAC via F2R for money orders they have sold to one consumer in one business day (24 consecutive hours) where the cash collected amounts to more than 10,000 (fees included). Agent Reference Guide: Canada Agents westernunion.ca When completing the STR form, please be as specific as possible in your narration to describe what made you suspicious of the transaction – what did you see? What did you hear? ÊÊ Non – MSB Agents: STRs pertaining to money transfers should be completed using the Western Union STR Referral form and faxed to 1-888-447-4041. ÊÊ MSB Agents ONLY: For Agents registered with FINTRAC as an MSB, STRs pertaining to money orders and money transfers should be filed directly with FINTRAC via F2R. Money Transfer Payments Money Order 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE Policy-3

Send Transactions By processing Western Union Money Transfer transactions, your Agent location provides a vital resource to consumers, their families and their hometown communities. Through the Western Union services you provide, you connect people around the globe, helping to contribute to the economic growth of individuals, families, towns and cities all over the world—one transaction at a time. In most cases, funds can be picked up anywhere in the Agent network within minutes (depending on the hours of operation of the payout Agent location). For step-by-step instructions for Send transactions, go to your Western Union software's HELP section. How it works: Redeeming the Coupon 1. Accept the coupon from the consumer. 2. Input the transaction detail into the Western Union software application. 3. Destroy the coupon section of the receipt containing the promotion code. Promotion Codes Formless Transactions Western Union frequently offers consumers various promotions in select markets. This helps increase Western Union business at Agent locations by driving increased transactions for specific time periods. Coupons are good on Canada to Canada, Canada to U.S., Canada to Mexico, and Canada to Latin America money transfers. Consumers receive offers off their next qualifying money transfer depending on the transaction type. Preferred Customer Program (PCP) Card members may save time on most transactions by skipping having to fill in the form. If your Agent location is PC-equipped, PCP Card members sending money to someone they have sent to previously or sending a payment, may now use their PCP Card or phone number instead of completing a "Send" form. This includes send transactions for domestic (within Canada) and international destinations for Western Union Money Transfer or Quick Collect. PCP Card members will, however, need to fill out a form when they are sending money transfers to a new receiver. How it works: Issuing the Coupon 1. The consumer completes a qualifying transaction at a participating Agent location. 2. The consumer receives a promotion code on their Money Transfer, Quick Collect or Money Order receipt. This code may be five or fifteen characters or in "free form" text format. 3. Inform the consumer that they may use the coupon on the bottom of the receipt toward their next purchase (Money in Minutes or Next Day service depending on the offer in their market). Be sure you circle the promotion code and expiration date and remind the consumer to keep their receipt. Agent Reference Guide: Canada Agents westernunion.ca Money Transfer Payments Money Order 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE MTSend-1

Send Transactions Western Union Money Transfer Domestic and International Domestic Money Transfers are money transfers sent within Canada. International money transfers are money transfers sent to countries other than the Canada. Consumers use the green "To Send Money" form for these transactions. The international service is a way for consumers to send money to countries around the world. In most cases, funds can be picked up anywhere in t

Welcome to the Western Union Family! As a Western Union Agent you play a vital and valued role within the Western Union Family by helping us maintain a tradition of customer service that began in 1851. Whether it's sending money to support a loved one, or to pay a bill, people depend on Western Union daily; and as a Western Union Agent you make