GZM TRANSPORT SYSTEM REGULATIONS effective from 19 May 2025

GZM TRANSPORT SYSTEM REGULATIONS

effective from 19 May 2025

PRELIMINARY PROVISIONS AND DEFINITIONS

Art. 1

Introduction

1.   The subject of these Regulations is to define the rules for the use of the GZM Transport System.

2.   The Regulations are publicly available in electronic form via the Customer Portal (transportgzm.pl), the Mobile Application (Transport GZM), as well as at Stationary Distribution and Vending Machines and in paper form at Passenger Service Points and Points of Sale.

3.   The primary purpose of the System is to support the process of acquiring entitlements to travel on public transport managed by the ZTM in accordance with the applicable Tariff.

4.   The System is owned by Górnośląsko-Zagłębiowska Metropolia.

5.   The System is administered by the ZTM.

6.   The Payment Instrument Issuer is Polskie ePłatności Sp. z o.o. with its registered office at Tadeusza Rejtana 20B, 35-310 Rzeszów, entered into the Register of Entrepreneurs kept by the District Court in Rzeszów, 12th Economic Department of the National Court Register, KRS [National Court Register No.]: 0000227278,
NIP [Tax ID No.]: 5862141089, REGON [ Business Reg. No.]: 220010531, which is also the Payment Operator. 

7.   The controller of personal data processed by the System is the ZTM, except for the data related to the Payment Instrument.

8.   The controller of personal data related to the issuance and handling of the Payment Instrument is the Payment Instrument Issuer.

9.   The System is account-centric, i.e. information on services acquired and entitlements held are stored in the central part of the System.

10.   Payment Instrument services are provided within the System.

 

Art. 2

Definitions

1.   Mobile Application — an application for Android and iOS devices that makes it possible to manage the GZM Transport System Individual User Account and to make journeys in accordance with the applicable Tariff,

2.   Solar Ticket Machine — a solar-powered ticket machine integrated with the GZM Transport System, which System Users may utilise to perform certain Account management activities in accordance with Appendix 4 to the Regulations, as well as to purchase paper tickets without having to open an Individual User Account, 

3.   BLIK — a payment scheme operated by Polski Standard Płatności Sp. z o.o.,

4.   E-commerce — Internet services supporting online sales via the Customer Portal and the Mobile Application, as well as BLIK payments at Passenger Service Points and Stationary Distribution and Vending Machines,

5.   GZM — Górnośląsko-Zagłębiowska Metropolia, with its registered office at ul. Barbary 21a, 40-053 Katowice, owner of the GZM Transport System,

6.   Password — a secret string of characters assigned by the System User to secure access to their System account,

7.   Identifier — an entity enabling unambiguous identification of an Individual User Account, which is assigned only to one Individual User Account. System identifiers may include the Mobile Application, the Silesian Public Services Card [ŚKUP] as well as the Metrocard,

8.   Individual User Account (IUA) — Customer Account in the System, which contains all the information about the purchased services, Identifiers and personal data of the account owner; it is managed via the Customer Portal and the Mobile Application. Two variants exist: the Profiled Personal Account and the Profiled Anonymous Account,

9.   ZTM Hotline — a 24/7 phone hotline operated by the ZTM to assist passengers, available at 800 16 30 30,

10.   Payment Instrument — a set of procedures for the System that allows a dedicated account to be credited with payment funds, used by a System User (Customer) to submit a payment order. Payment Instruments may only be used in a limited manner, allowing the holder to purchase goods or services only within a limited network of entities directly linked by contract with the issuer of such Instrument,

11.   Login — the identifier of the Customer's Account in the System, enabling to log into the System application,

12.   Tariff — the Tariff for the carriage of passengers and luggage on GZM public transport, specifying things like the conditions related to ticket validity and fees, as well as prices and conditions for ticket returns,

13.   Static Tariff — the portion of the Tariff that defines tickets with a price known at the moment of purchase (e.g. season tickets),

14.   Dynamic Tariff — the portion of the Tariff that defines tickets with a price determined through additional processing after the passenger has completed their journey, e.g. (Start/Stop Travel Tariff),

15.   MTT/PaYG Model — the Mass Transit Transaction/Pay as You Go model created by the international payment organisations Visa and Mastercard, which aims to standardise and popularise card-based payments on public transport,

16.   Mobile Device — an Android or iOS mobile device with the parameters defined in Art. 5,

17.   PESEL number — the identification number of the Universal Electronic Population Register System [Powszechny Elektroniczny System Ewidencji Ludności] within the meaning of the Act of 24 September 2010 on the Population Register (consolidated text of Dz.U. /Journal of Laws/ of 2022, item 1191, as amended),

18.   Customer Account Number — an IUA number, unique within the System, which enables the unambiguous identification of the account in the System and is available on the Customer Portal and in the Mobile Application,

19.   PESEL equivalent/Foreigner ID — the number of an identity document, e.g. passport,

20.   ŚKUP Card — a card issued within the Silesian Public Services Card [ŚKUP] System,

21.   EMV card — a payment card compliant with the standards of the EMV consortium,

22.   PIN code — a secret string of characters authorising access to selected system functions, e.g. payments above a certain threshold,

23.   Personal Account — a Customer Account for which personal data is provided: PESEL, PESEL equivalent/Foreigner ID, first and last name, photo,

24.   Anonymous Account — a Customer Account without any linked personal data like PESEL, PESEL Equivalent/Foreigner ID, first name, last name, photo,

25.   Profiled Account — a Personal Account or Anonymous Account for which the data necessary to authenticate via the Customer Portal and the Mobile Application has been defined,

26.   Non-profiled Account — a Personal Account or Anonymous Account for which the data necessary to authenticate via the Customer Portal and the Mobile Application have not been defined, 

27.   Inspector — a person authorised by the ZTM to check documents for the transport of persons or luggage in the area serviced by the GZM Transport System,

28.   Passenger — a person using public mass transport managed by the ZTM on behalf of Górnośląsko-Zagłębiowska Metropolia. Within the meaning of these Regulations, it is the System User,

29.   Power of Attorney — a power of attorney to carry out activities connected with the operation of an Individual User Account, granted by the account holder in the form of a notarial deed or with a notary-certified signature. Power of attorney may also be granted using a simple written form, provided that the principal signs the power of attorney in the presence of a Passenger Service Point employee. A model power of attorney is attached as Appendix 1 hereto,

30.   Power of Attorney to redeem funds — a power of attorney to redeem funds stored on a Digital Money Instrument, granted by the account holder in the form of a notarial deed or with a notary-certified signature. Power of attorney may also be granted using a simple written form, provided that the principal signs the power of attorney in the presence of a Passenger Service Point employee. A model power of attorney is attached as Appendix 1 hereto,

31.   Customer Portal — a web-based application available at www.transportgzm.pl, which enables the use of the GZM Transport System Individual User Account,

32.   PSP — Passenger Service Point operated by the ZTM, where the System User can perform certain actions related to account maintenance in accordance with Appendix 4 to the Regulations; a list of PSPs is publicly available in electronic form on the Customer Portal,

33.   Point of Sale — a ZTM partner point where tickets are distributed and Metrocards are issued,

34.   GDPR — Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data
and on the free movement of such data, and repealing Directive 95/46/EC,

35.   SDVM — a Stationary Distribution and Vending Machine, which System Users may utilise to perform certain Account management activities in accordance with Appendix 4 to the Regulations, as well as to purchase paper tickets without having to open an Individual User Account, 

36.   System — a system consisting of hardware and software, together with the technical infrastructure necessary for its operation, which supports the electronic management and implementation of ZTM public services (in the scope of planning, organising and managing public collective transport) and is owned by Górnośląsko-Zagłębiowska Metropolia,

37.   ŚKUP System — the Silesian Public Services Card System, developed under the Agreement of 9 January 2012 for the supply, implementation and maintenance of the "Silesian Public Services Card" System, concluded following a public procurement contract by and between the Union of Transport of the Upper Silesian Industrial Region with its registered office in Katowice (currently Górnośląsko-Zagłębiowska Metropolia with its registered office in Katowice) — as the Ordering Party — and mBank Spółka Akcyjna with its registered office in Warsaw as well as Asseco Poland Spółka Akcyjna with its registered office in Rzeszów — as the Contractor,

38.   GZM Transport System — a system implemented under Agreement No. IN/142/2021 of 30 June 2021 for the modernisation of the Silesian Public Services Card System, concluded by and between Górnośląsko-Zagłębiowska Metropolia with its registered office in Katowice, ul. Barbary 21A,
40-053 Katowice, and Asseco Data Systems S.A. with its registered office in Gdańsk, ul. Jana z Kolna 11, 80-864 Gdańsk,

39.   GZM Transport System Account Agreement — an agreement concluded by and between the System User, the Payment Operator and Górnośląsko-Zagłębiowska Metropolia with the participation of the ZTM pursuant to the provisions of these Regulations,

40.   System User — Passenger using the System/Customer,

41.   Data Protection Act — Act of 10 May 2018 on the Protection of Personal Data,

42.   Validator — a device mounted in a vehicle, which is used for the contactless payment of fares, validation of travel entitlements and sale of tickets,

43.   Consent — formal acceptance by the System User of the subject of consent, whereby the subject of consent may be a formal document or a clause that defines the rules of operation of the System or the scope of responsibility of the Parties,

44.   ZTM — the Zarząd Transportu Metropolitalnego [Metropolitan Transport Authority], with its registered office at ul. Barbary 21a, 40-053 Katowice. The ZTM is a budgetary unit of Górnośląsko-Zagłębiowska Metropolia established to perform Górnośląsko-Zagłębiowska Metropolia tasks, statutory tasks and tasks taken over under agreements from Górnośląsko-Zagłębiowska Metropolia member municipalities, non-member municipalities and municipal associations, related to planning, organising and managing road and rail public mass transport services in municipal and metropolitan passenger transport,

45.   Metrocard — a metropolitan card used and issued as a System identifier, the issuer of which is Górnośląsko-Zagłębiowska Metropolia,

46.   Regulations – these Regulations.

 

CREATING AND VERIFYING A SYSTEM ACCOUNT

Art. 3
System Accounts

1.   Any purchase of travel entitlements for ZTM-managed public transport in the GZM Transport System, apart from the exceptions listed below, must be preceded by the creation of a Customer Account in the System.

2.   Customers will be able to purchase travel entitlements without creating a System Account in the following circumstances:

1)  Purchasing paper tickets at SDVMs, Solar Ticket Machines, PSPs and Points of Sale,  

2)  Purchasing tickets using EMV cards in the MTT/PaYG model. 

3.   Passengers may create the following types of accounts in the System:

1)  Non-profiled personal account,

2)  Profiled personal account,

3)  Non-profiled anonymous account,

4)  Profiled anonymous account.

4.   The account type may be changed from Anonymous to Personal if the requirements specified further in these Regulations are fulfilled.

5.   A Customer Account can be created in the System as follows:

1)  at PSPs,

2)  via the Customer Portal,

3)  via the Mobile Application,

4)  at SDVMs,

5)  at Points of Sale.

6.   The following table provides an overview of the types of accounts that can be opened at each System point:

System point	Account type
	Profiled personal account	Non-profiled personal account	Profiled anonymous account	Non-profiled anonymous account
Customer Portal	X		X
Mobile application	X		X
Passenger Service Point	X	X	X	X
SDVM				X
Point of Sale				X

 

7.   A Personal Account can be created via the Customer Portal by entering the System User's personal data or by importing data from an existing ŚKUP System account.

8.   Profiled Personal Accounts created via the Customer Portal or the Mobile Application require the owner's identity to be confirmed.

9.   User identity may be confirmed as follows:

1)  at PSPs, by showing an identity document,

2)  during a ticket check, by showing an identity document,

3)  when creating a Profiled Personal Account based on data from the ŚKUP System referred to in Sec. 7.

10.   Identity confirmation is also required when the System User changes their data in the Mobile Application or on the Customer Portal in the manner specified in Sec. 9(1) or Sec. 9(2).

11.   An owner of a Profiled Personal Account whose identity has not been confirmed must carry an identification document during the journey. This requirement applies if the journey takes place based on tickets saved in the Customer Account.

12.   When creating an Individual User Account, a PIN is assigned to the Customer Account, which must be used to authenticate some System operations.

 

ACCOUNT AGREEMENT

Art. 4
Concluding the System Account Agreement

1.   The System Account Agreement is concluded upon creating the Customer Account.

2.   Before creating an account in the System, Users must agree to the following:

1)  GZM Transport System Regulations,

2)  Payment Instrument Regulations.

3.   Only one Personal Account Agreement may be concluded on behalf of a person with a given PESEL number.

4.   A Personal Account Agreement may only be concluded if there is no active Customer Account for the given PESEL number or its equivalent within the System.

5.   A GZM Transport System Customer Account Agreement is concluded for an indefinite term and may be terminated in accordance with Art. 7 of these Regulations.

6.   A Personal Account Agreement may be concluded by a proxy of a natural person on that person's behalf upon presentation of the Power of Attorney.  

7.   The Agreement may only be concluded on behalf of another person at a PSP.  

8.   The following is verified before creating an account at a PSP:

1)  the identity of the applicant or their representative — based on a document that makes it possible to establish the identity of the applicant (including a school ID card) or their representative, as well as  

2)  the basis of a possible relationship of agency — based on a relevant document (e.g. child's identity card, child's passport, child's school ID, child's birth certificate, court decision on custody or Power of Attorney). 

9.   A Payment Instrument linked to the Customer Account is issued upon the establishment of the Customer Account.

Art. 5
Provision of Electronic Services

1.   Electronic services will be provided pursuant to the Act of 18 July 2002 on the Provision of Electronic Services (Dz.U. /Journal of Laws/ of 2024, item 1513, as amended), which sets out the rules for the provision of electronic services via the Customer Portal and the Mobile Application, per Article 384 of the Civil Code and the wording of Art. 4(2) of these Regulations.

2.   Technical conditions.

1)  The Customer Portal services may be accessed if the following conditions are met:

a)  the User has a personal computer (PC) or mobile device (e.g. smartphone, tablet) with access to the Internet,

b)  the User has a web browser that supports commonly used technologies and standards (for PCs, the recommended browsers are Microsoft Edge, Mozilla Firefox and Google Chrome; it is always recommended to use the latest version of the browser), 

c)   the User has software capable of reading PDF documents (the latest version of Adobe Acrobat Reader is recommended).

2)  The Mobile Application services may be accessed if the following conditions are met:

a)  the User has installed the Mobile Application via Google Play or App Store,

b)  the User has a mobile device with Android or iOS with at least 100 MB of memory available for the Mobile Application; it is always recommended to use the latest version of the system with no modifications,
 particularly those that bypass the security measures of the mobile device or operating system manufacturer (i.e. jailbreaking or rooting);

c)   the User has an Internet connection,

d)  the User has access to a web browser enabling connection to the Customer Portal in accordance with the provisions of Sec. 2(1)(b),

e)  the User has software capable of reading PDF documents (the latest version of Adobe Acrobat Reader is recommended).

f)    In order to function fully, the mobile device must enable the Mobile Application to access the following services in certain situations:

– location — if the "Start/Stop Travel" function is made available and the User wishes to use full journey information,

– camera — to read QR codes or create a System account.

g)  installing Mobile Application updates provided by the Application owner via Google Play or App Store,

h)  installing operating system updates as recommended by the mobile device and operating system manufacturers.

3. Security Rules:

1)  Each System User must secure their Customer Portal or Mobile Application login data against access by third parties,

2)  The System User must log out of the Customer Portal when they have finished using its services.

3)  The System User must log out from the Mobile Application before uninstalling it from the mobile device,

4)  Saving passwords in the web browser is not recommended. The System Owner
and Administrator are not liable for unauthorised access to the system using passwords stored in the web browser.

5)  The System User is liable for consequences resulting from the use of the
Customer Portal or Mobile Application by unauthorised persons who gained access to the Customer Portal or Mobile Application as a result of the System User's breach of the provisions of this Article.

 

Art. 6
Change of the Terms and Conditions of the System Account Agreement

1.   The terms and conditions of the System Account Agreement are amended when the account is converted into an account of a different type.

2.   If there are any purchased tickets linked to the account being converted, they will only be transferred to the new account type if the given ticket type can be used with the new account type.

3.   If the tickets cannot be transferred to a new account during conversion, the option to convert the account will be blocked.

4.   During account conversion, the balance of the Payment Instrument will not change.

Art. 7
Terminating the System Account Agreement

1.   The System User may terminate the System Account Agreement at any time by submitting a request to close the Customer Account on the Customer Portal, either via the Mobile Application or at a PSP.

2.   The System Account Agreement is terminated when the request to close the Customer Account is approved.

3.   The application referred to in Sec. 2 will be approved automatically if the balance of the Payment Instrument is PLN 0 and there are no travel entitlements assigned to the account.

4.   If the balance of the Payment Instrument is greater than PLN 0, the account holder must provide a bank account number during the account closure process to which the funds from the Payment Instrument will be transferred.

5.   The refund associated with the redemption of the Payment Instrument and the return of tickets will be made within a maximum of 14 days.

6.   Where valid tickets are assigned to the account, the account holder must make a refund prior to requesting the closure of the Customer Account, per the provisions of the applicable Tariff.

7.   Should Górnośląsko-Zagłębiowska Metropolia decide to cease further operation of the System, it may — with the participation of the ZTM — terminate the System Account Agreement with at least 6 months' notice, calculated from the publication of the relevant information in selected System sales channels. The information will be published at least on the Customer Portal and in the Mobile Application, with such publication being tantamount to a declaration of termination of the System Account Agreement with notice.

8.   If Górnośląsko-Zagłębiowska Metropolia decides to discontinue further operation of the System, any further maintenance of funds on the Payment Instrument after the expiry of the notice period will be subject to a fee payable to the Payment Instrument Issuer. The amount of the fee is set out in Appendix A to the Payment Instrument Regulations.

ACCOUNT MANAGEMENT

Art. 8
Logging into the Customer Account

The e-mail defined in the process of setting up the Customer Account is the identifier (Login) used to log into the Customer Portal and the Mobile Application. The Customer Account is assigned the following login data:

1)  Login,

2)  Password, in accordance with the security requirements, and security features allowing the password to be recovered via e-mail address.

 

Art. 9
Account Identifiers

1.   Active use of the System is possible after installing the Mobile Application and logging into the Customer Account, which is equivalent to assigning an Identifier in the form of a Mobile Application to the account or assigning the Identifier indicated in Sec. 2(1) or Sec. 2(2) via the Customer Portal or at a PSP. If none of the Identifiers specified in Sec. 2 are assigned within a maximum of 30 days, the Customer Account will be automatically closed (expires).

2.   The System supports the following types of Identifiers: 

1)  ŚKUP Card or Metrocard — Identifier issued,  

2)  EMV cards and their surrogates,  

3)  Mobile Application. 

3.   No expiry date is specified for Identifiers in the GZM Transport System.

4.   Identifiers assigned to Personal Accounts must not be made available to third parties. Multiple Identifiers may be linked to a Customer Account, whereby:

1)  for an Anonymous Account, there may be one active Identifier in the form of a Mobile Application, ŚKUP card or Metrocard, 

2)  for a Personal Account, there may be multiple active Identifiers in the form of a Mobile Application, as well as one active Identifier in the form of a ŚKUP card or Metrocard. 

5.   Changing the active Identifier for an Anonymous Account is possible on the day after the currently active Identifier has been cancelled.

6.   Active Identifiers can be managed:

1)  via the Customer Portal,

2)  via the Mobile Application,

3)  at PSPs.

7.   Passengers may block their Identifiers at any time at the locations listed in Sec. 6. Identifier blocking is a reversible operation requiring the Customer Account PIN. The Identifier can be unblocked via the Customer Portal, the Mobile Application and at a PSP (based on an identity document in the case of a Personal Account).

8.   Passengers may cancel their Identifiers at any time at the locations listed in Sec. 6. Cancelling an Identifier is irreversible.

Art. 10 Mobile Application
Identifier

1.   The Mobile Application is an application dedicated for iOS and Android systems.

2.   The application may only be installed via:

1)  Google Play — Android,

2)  App Store — iOS.

3.   System Users should always use the latest version of the application.

4.   The application manufacturer may prevent the application from functioning if it is not up to date, as required by the System.

5.   After logging into the System for the first time using the Customer Account, the Mobile Application automatically becomes the Account Identifier.

6.   Each Mobile Application installed on a subsequent mobile device becomes another Identifier.

7.   The Mobile Application used as a System Identifier will be recognised by the control infrastructure via a QR code.

8.   The validity of the QR code displayed in the Mobile Application is limited in time.
Once the QR Code has expired, it will need to be re-generated.

9.   The System User is responsible for the security of the mobile device. The Mobile Application cannot be used on a device containing a modified operating system or malware.

 

Art. 11
 ŚKUP Card Identifier  

1.   The ŚKUP card may become a full-fledged System Identifier if the User converts the ŚKUP account into a GZM Transport System Account. 

2.   The ŚKUP account can be converted into a GZM Transport System Account as follows: 

1)  via the Customer Portal, 

2)  at PSPs. 

3.   The ŚKUP account with a personalised card will be converted into a Personal account in the GZM Transport System.  

4.   Once the ŚKUP card has been registered as an Identifier in the GZM Transport System, it becomes an Identifier with no expiry date. 

5.   The first and last name entered on the ŚKUP card are not used as identification data in the GZM Transport System, and therefore a change of first and/or last name does not require a change of the Identifier. 

6.   From 1 October 2024, the conversion of a ŚKUP account into a GZM Transport System Account will not require the redemption procedure for ŚKUP 1.0 Electronic Money, which is carried out exclusively by its issuer, i.e. mBank, in accordance with the guidelines available at https://www.mbank.pl/msp-korporacje/karty/karta-skup/.

 

Art. 12

 Metrocard Identifier 

1.   The Metrocard is a GZM Transport System identifier issued at: 

1)  Points of Sale, 

2)  SDVMs, 

3)  PSPs. 

2.   Metrocards issued at POS and SDVMs will be initially linked to anonymous accounts. 

3.   Metrocards issued at PSPs, at SVDMs and at POS may be linked to Anonymous or Personal Accounts.  

4.   Metrocards linked to Anonymous Accounts may be linked as Personal Account Identifiers when converting an Anonymous Account into a Personal Account.    

5.   The first card for a Personal Account is issued free of charge.

6.   Issuing the first card for an Anonymous Account, as well as subsequent cards for a Personal Account and an Anonymous Account, requires an initial top-up of the Payment Instrument. The minimum amount of the initial top-up is specified in Appendix 5 to these Regulations.

 

Art. 13

 EMV Card 

1.   In the GZM Transport System, EMV cards enable the payment of fares in the MTT/PaYG model aboard vehicles, as well as any additional fees charged during ticket controls.

2.   No sensitive card data such as card number and expiry date are stored in the System, only a token generated in accordance with Payment Organisation standards. 

4.   The card token is retrieved using software certified by Visa and MasterCard.  

Art. 14

Discounts

1.   The owner of a Profiled Named Account who is entitled to reduced-fare or free travel may encode the discount on the Customer Account.

2.   The discount is encoded by selecting the discount type available in the System and providing the following information:

1)  the type of document confirming eligibility for discount,

2)  the number of the document confirming eligibility for discount,

3)  the name of the document's issuer,

4)  discount expiry date,

5)  city (if the discount is used by children residing in Górnośląsko-Zagłębiowska Metropolia). 

3.   Discounts may be encoded:

1)  at PSPs,

2)  via the Customer Portal,

3)  via the Mobile Application.

4.   If a discount is added to the Customer Portal or Mobile Application, it must be authorised at a PSP or during a ticket check, preceded by the presentation of a valid document entitling the customer to the discount. Until the discount is confirmed at a PSP or by an Inspector, the Passenger must show a document confirming their discount entitlement during ticket checks.

5.   Once the discount has been confirmed in the System in accordance with Sec. 4, the Passenger is no longer required to carry documents confirming their discount entitlement during travel.

Art. 15
System Consents

1.   The use of the System involves the acceptance of Consents.

2.   The Consents can be broken down into:

1)  Mandatory Consents — their non-acceptance will prevent the use of the System with regard to a given functional block,

2)  Optional Consents — their non-acceptance will not prevent the use of the System but will limit the scope of its functionality or impair its ergonomics.

3.   When the content of a given Consent is changed, the System User will be asked to accept the Consent again, even if they have previously accepted its previous version. In the case described, failure to give Consent again is tantamount to withdrawing the Consent previously accepted.

4.   The System User will be able to withdraw previously given Consents at any time.

5.   The withdrawal of a Mandatory Consent required in the context of the Customer Account is tantamount to applying for closure of the Customer Account.

6.   The Consents given in the context of the Customer Account will be auditable, i.e. it will be possible to determine the time and application in which the Consent was given.

7.    The consents collected in the System are listed in Appendix 3 hereto.

SALES SERVICE

Art. 16
Sales

1.   The System is used for the sale of tickets and the payment of fees for System-operated services in accordance with the relevant Tariff.

2.   When purchasing tickets, the transaction price is presented before the payment and the execution of the payment is required for the purchase of the ticket.

3.   When tickets are purchased in accordance with the Start/Stop Travel Tariff, passengers must register each time they enter and leave the vehicles, with the cost of the journey being calculated after the journey has been completed, but no later than the day following the completion of the journey.

4.   Payments for tickets purchased under the Start/Stop Travel Tariff can only be made using:

1)  the Payment Instrument and an Identifier accepted by the validator, 

2)  the Payment Instrument and the Mobile Application, 

3)  an EMV card, using payment in the MTT/PaYG model. 

5.   Tickets purchased by Passengers (except for paper tickets) are recorded in the Customer Account.

 

Art. 17
Payment channels

1.   The following payment channels are accepted in the System:

1)  cash,

2)  E-commerce,

3)  EMV card,

4)  Payment Instrument,

5)  MTT/PaYG.

2.   Cash payments are accepted:  

1)  at PSPs,  

2)  at POS,  

3)  at SDVMs, 

4)  when collecting additional fees during ticket checks,

5)   at solar ticket machines. 

3.   EMV card payments are accepted:

1)  at PSPs,

2)  at SDVMs,

3)  via the Customer Portal as part of the E-commerce service,

4)  via the Mobile Application as part of the E-commerce service,

5)  when collecting additional fees during ticket checks,

6)  at solar ticket machines.

4.   Payment Instrument payments are accepted:

1)  at PSPs,

2)  via the Mobile Application,

3)  via the Customer Portal,

4)  at Validators,

5)  at SDVMs,

6)   at solar ticket machines.

5.   E-commerce service payments are accepted:

1)  via the Customer Portal,

2)  via the Mobile Application,

3)  at PSPs — BLIK payments only,

4)  at SDVMs — BLIK payments only,

5)   at solar ticket machines — BLIK payments only.

6.   MTT/PaYG model:  

1)  In Validators that support payment in the MTT/PaYG model. 

7.   Payments made using all payment channels are treated equally.

 

Art. 18

 Purchases with EMV Cards in the MTT/PaYG Model

1.   Holders of valid EMV cards linked to bank accounts in which payment funds are available may purchase tickets using the Start/Stop Travel Tariff. 

2.   Using EMV cards in the MTT/PaYG model is only possible at validators marked with the Visa and MasterCard logos. 

3.   The card account will be charged no earlier than the day after the trip. 

4.   The debit amount will be the sum of the transactions made by the Passenger on the day of travel. 

5.   The first time the Card is used for payment on the System in the MTT/PaYG model, the System may block some funds; however, this amount may not exceed that defined in Appendix 5. 

6.   If the System is unable to charge the bank account to which the EMV card is linked, it will mark the Card in question as indebted and prevent its further use for the purchase of tickets. 

7.   The System will make several attempts to charge the card in the situation referred to in Sec. 6. 

8.   Should this fail, a procedure for charging the card will be initiated, whereby the ZTM will contact the issuer of the EMV card via the Settlement Agent.  

Art. 19
Individual User Account Debt

1.   In special cases, payments using the Payment Instrument may be made without connecting to the System.

2.   Where the IUA account is in debt, ticket purchases will be blocked until the debt is repaid, with the System User being obliged to repay it.

3.   Topping-up the Payment Instrument will constitute repayment of the debt.

4.   Dents can be repaid at PSPs, via the Customer Portal, the Mobile Application and at
Points of Sale.

5.   Debt repayment at SDVMs and solar ticket machines is made by topping-up the IUA.

6.   SDVMs and solar ticket machines do not have a direct debt repayment function.

7.   Debt repayment will not incur any additional fees.

Art. 20
Refunds

1.   Passengers who have purchased tickets through the System have the option of refunding them.

2.   The conditions for refunds, including the time by which a refund may be made and the method for calculating the refund amount, are set out in the Tariff.

3.   Ticket refunds can be requested at PSPs, via the Customer Portal and the Mobile Application, as well as at SDVMs and solar ticket machines.

4.   Refunds consist in crediting the Payment Instrument with the refund amount following the ticket refund request.

5.   If the purchase was made at a PSP or Point of Sale as a result of an error on the part of the System Operator, it is possible to refund a ticket under the Error Procedure.  

6.   Error Procedure refunds will return the full amount charged; this will be done via the channel used to make the payment at the time of purchase, except that the funds will be returned to the account indicated by the Passenger in the case of an EMV card or BLIK payment.  

7.   Error Procedure refunds are only possible if:  

1)  the refund is made at the point where the purchase was made,  

2)  the refund is made on the same day, within 15 minutes of the purchase,  

3)  the ticket has not been activated. 

Art. 21
Invoicing

1.   A passenger who has purchased a ticket in the System may receive a System invoice, provided that they are:

1)  a natural person not conducting business activity within 3 months from the end of the month in which the service was provided,

2)  a person conducting business activity by the 15th day of the month following the month in which the service was provided.

 

2.   Invoices may be issued:

1)  via the Customer Portal,

2)  via the Mobile Application,

3)  at PSPs. 

3.   Invoices issued via the Customer Portal and via the Mobile Application are generated and
made available for download as PDF files, whereas those issued at PSPs are provided in paper form.

4.    Once issued, the invoice is saved to the Customer Account and may be downloaded again as a PDF file via the Customer Portal or Mobile Application.

5.   When a Passenger returns a ticket for which an invoice has already been issued, a corrective invoice is automatically issued. The System User is notified of this by an appropriate message, and in the case of operations performed at PSPs, a paper correction invoice is printed and issued as well.

Art. 22
 Ticket checks

1.   Ticket checks are operations carried out by Inspectors.

2.   A Passenger must present an active Customer Account Identifier containing their travel entitlements.

3.   Customer Accounts are identified by reading the Identifier in the form of a QR code or by placing the Identifier on the control terminal or by providing the PESEL number.

4.   Where no valid travel entitlements are presented, the Inspector will charge an additional fee in accordance with the Tariff.

5.   Additional fees can be paid:

1)  at the Inspector, using their Terminal (cash and card),

2)  via the Customer Portal or the Mobile Application (payment using a payment gateway — E-commerce),

3)  by bank transfer to the bank account number indicated at www.metropoliaztm.pl (enter the number of the additional fee and details of the person to whom the fee relates in the title),

4)  at Passenger Service Centres (cash).

 

PAYMENT INSTRUMENT

Art. 23
 Payment Instrument

1.   The issuance and operation of the Payment Instrument is governed by the Regulations issued by Polskie ePłatności Sp. z o.o. for Payment Instruments in a limited network.

2.   The Payment Instrument may be used in the System to acquire travel entitlements on an equal footing with other payment channels accepted by the System.

3.   Passengers have the right to redeem the Payment Instrument at any time. Redemption is equivalent to termination of the System Account Agreement.

4.   Passengers can make a redemption request via the Customer Portal or the Mobile Application by providing their bank account number to which the funds collected on the Payment Instrument are to be transferred or collect the funds in person at a Passenger Service Point.

 

 

PROCESSING OF INDIVIDUAL USER ACCOUNT PERSONAL DATA. CHANGE OF PERSONAL DATA

Art. 24

1.   The Controller of personal data is the Management Board of Zarząd Transportu Metropolitalnego [Metropolitan Transport Authority] (ZTM),
with its registered office at ul. Barbary 21A, 40-053 Katowice, e-mail: kancelaria@metropoliaztm.pl, website: bip.metropoliaztm.pl.

2.   The Controller has appointed a Data Protection Officer, who can be contacted at the address of the Controller's registered office or by e-mail at iod@metropoliaztm.pl.

3.   Personal data will be processed in order to:  

1)  register and operate an account in the GZM Transport System — the basis for processing is the need to process data to conclude and perform the agreement (Art. 6(1)(b) of the GDPR),

2)  comply with billing obligations, including tax obligations — the basis for processing is compliance with legal obligation incumbent on the Controller (Art. 6(1)(c) of the GDPR),

3)  use discounts — the basis for processing is voluntary consent (Art. 6(1)(a) and Art. 9(2)(a) of the GDPR),

4)  defend against possible claims — the basis for processing is the Controller's legitimate interest (Art. 6(1)(f) and Art. 9(2)(f) of the GDPR),

5)  process complaints — the basis for processing is the need to process data to perform the agreement (Art. 6(1)(b) of the GDPR) and comply with the legal obligation incumbent on the Controller (Art. 6(1)(c) of the GDPR),

6)  comply with documentation storage and archiving obligations — the basis for processing is compliance with legal obligation incumbent on the Controller (Art. 6(1)(c) of the GDPR),

4.   The following personal data of Profiled Personal Account and Non-profiled Personal Account holders may be processed:
 

1)  first and last name,

2)  image (photo),

3)  PESEL/Foreigner ID,

4)  account number for redemption of funds stored on the Payment Instrument,

5)  phone number,

6)  e-mail address,

7)  geolocation data,

8)  account ID (Customer Account number).

5.   In the case of foreigners without a PESEL, the following personal data, which is necessary to generate a Foreigner ID, will also be processed:

1)  type of identity document,

2)  document No. (e.g. passport No.),

3)  nationality.

6.   The following personal data of Profiled Anonymous Account and Non-profiled Anonymous Account holders may be processed:

1)  e-mail address,

2)  geolocation data,

3)  account ID (Customer Account number).

7.   The following personal data of Anonymous Account holders may be processed if the account is closed:

1)  first and last name,

2)  street, house/flat number, postal code, city/town,

3)  account number for the redemption of funds stored on the Payment Instrument and for unused services,

4)  the title of the transfer, which may include passenger details,

5)  phone number,

6)  e-mail address,

7)  account ID (Customer Account number).

8.   The following personal data of Personal Account holders (and of their proxies) will be processed:

1)  first and last name,

2)  type, series and number of identity document.

9.   The personal data of Personal Account holders, who express their willingness to record their discount entitlements in the System (i.e. to encode them in the Individual User Account) and to use the discount by making a declaration via the Customer Portal or the Mobile Application or based on documents entitling them to such discount, submitted at a PSP or shown to an Inspector, and who consent to data processing, will be processed as follows:

1)  health status (if health status data was indicated),

2)  discount name,

3)  the type of document presented,

4)  the number of the document presented,

5)  the name of the document's issuer,

6)  the document's date of issue,

7)  the discount validity date,

8)  city (if the discount is used by children residing in Górnośląsko-Zagłębiowska Metropolia).

10.   The following personal data of Customer Account holders who submit complaints may also be processed:

1)  e-mail address,

2)  correspondence address,

3)  or other address stated in the complaint, depending on the form of correspondence chosen by the Customer Account holder submitting the complaint.

11.   The following personal data of Customer Account holders who request an invoice may also be processed:

1)  first and last name,

2)  NIP (Tax Identification Number):

3)  System Identifier,

4)  street, house/flat number, postal code, city/town,

5)  organisational unit,

6)  business phone number,

7)  business e-mail address.

12.   The following personal data of Customer Account holders who make additional fees may be processed:

1)  first and last name,

2)  e-mail address,

3)  street, house/flat number, postal code, city/town,

4)  IP address,

5)  Identifier, type, date and time, payment method and product description for the transaction, additional fee identifier.

13.   Personal data will be made available to entities authorised to process them under the provisions of the law or relevant Agreements signed by the Controller
with processors acting on its behalf, particularly to entities providing IT services related to System maintenance and the processing of System payments.

The personal data will be stored until the System account is deleted, as well as for the period necessary to perform the agreement, until the statute of limitations for claims and the statutory period for documentation archiving have expired. By contrast, personal data processed based on consent will be processed as long as the purpose of processing is fulfilled or consent is withdrawn.

14.   To the extent provided by law, Users have the right to access their data, to have it rectified or erased (insofar as processing is not based on a legal obligation of the Controller), to restrict or object to its processing (insofar as processing is based on a legitimate interest of the Controller), as well as the right to withdraw consent at any time without affecting the lawfulness of processing carried out based on the consent prior to its withdrawal.

15.  If the System User believes that the processing of their personal data violates the provisions of the GDPR, they also have the right to lodge a complaint with the President of the Personal Data Protection Office.

16.  Account holders may change their personal data via the Customer Portal or the Mobile Application or at a PSP.

17.  Changing personal data via the Customer Portal or the Mobile Application will result in the data being marked as unverified. The data may be re-verified in accordance with Art. 3(8)–(10). 

18.  Providing personal data is a condition for entering into the agreement. Failure to provide the data will make it impossible to perform the agreement and the related obligations. On the other hand, providing the Controller with personal data beyond those indicated as mandatory is not necessary for the conclusion and performance of the agreement and is fully voluntary.

19.  Personal data will not be used for automated decision-making, including profiling.

 

RECEIVING AND HANDLING SYSTEM-RELATED COMPLAINTS

Art. 25

1.    Only complaints relating to the GZM Transport System are accepted and processed with under these Regulations.

2.    Passengers or their proxies may lodge complaints regarding ticket purchases and the Payment Instrument as follows:

1)  at PSPs, using the form available at PSPs,

2)  electronically via the Customer Portal, using the available form,

3)  electronically via the Mobile Application, using the available form,

4)  in writing to the address of ZTM's registered office: ul. Barbary 21a, 40-053 Katowice,

5)  by e-mail to kancelaria@metropoliaztm.pl,

6)  by phone via the ZTM Hotline.

3.    A complaint must contain the following data in order to be valid:

1)  designation of the GZM Transport System User (first name, last name, address of residence and/or e-mail address), phone (optional),

2)  Customer Account number; PESEL/ID number in the case of foreigners (optional); e-mail or phone for profiled anonymous accounts,

3)  title and reason for the complaint (description of the problem giving rise to the complaint),

4)  form and manner of settlement of a possible claim,

5)  list of attached documents justifying the complaint,

6)  signature of the person entitled to lodge a complaint, if lodged under
Sec. 2(1) and (4).

4.   Complaints that do not contain the data listed in Sec. 3 above will not be processed, subject to Sec. 5.

5.   If the complaint referred to in Sec. 1–3 does not meet the conditions referred to in Sec. 3, the ZTM will request the Passenger to rectify ant deficiencies within 14 days from the date of receipt of the request, instructing them that failure to do so by this deadline will result in leaving the complaint unprocessed. In such a case, the date of receipt of the rectified complaint is deemed to be the date of lodging.

6.   Complaints at PSPs are made in writing.

7.   Complaints may be submitted up to 12 months from the event to which they relate.

8.   Complaints submitted to the ZTM will be processed in accordance with these Regulations.

9.   A written notice on the outcome of the complaint procedure will be made available as instructed by the System User, i.e. at a PSP, electronically via the Customer Portal, Mobile Application or by e-mail to the e-mail address, if specified in the complaint,
or by post.

10.   The notice on the outcome of the complaint set out in
Sec. 1–3 must include:

1)  information on whether the complaint was accepted,

2)  substantive reasoning with indication of the legal basis if the complaint is rejected (in whole or in part),

3)  if damages are awarded — the amount of damages accepted and information on the date and manner of its payment,

4)  if reimbursement is awarded — the amount awarded and information on the date and method of payment,

5)  information on the right of appeal to the locally competent court,

6)  signature of an authorised ZTM employee.

11.  The ZTM will process the complaints referred to in Sec. 1–3 immediately and, in any case,
no later than within 30 calendar days from the day the complaint is received. Information on complaint processing is provided in the manner indicated in the complaint.

12.  Failure by the ZTM to respond to the complaint referred to in Sec. 1–3 within the time limit referred to in Sec. 11 will result in the complaint being accepted.

13.  If the complaint is accepted, the funds due to the GZM Transport System User will be transferred to the System User within a maximum of 14 days from the date of acceptance.

14.  If a GZM Transport System User appeals within the scope indicated in Sec. 1–3 against a complaint that has not been accepted in whole or in part, the ZTM may change its decision within 14 days from the date of receipt of the appeal if an incorrect assessment of the facts has been made or if previously unknown but relevant circumstances have been revealed.

FINAL PROVISIONS

Art. 26

The "Model Power of Attorney for GZM Transport System Account Management Activities", "Declaration of Consent to Personal Data Processing", "List of System User Consents", "List of System Functionalities Available in Specific System Channels" and "Fees and Commissions" constitute Appendices 1–5, respectively, to these GZM Transport System Regulations and are an integral part hereof.

Art. 27

1.   The provisions of these Regulations do not restrict the Passengers' right to travel without using the System, nor do they limit the System User's right to assert claims under the generally applicable law.

2.   The System User has the right to seek assistance from Consumer Organisations (Municipal or District Consumer Ombudsman).

3.   Any disputes which arise out of or in connection with the performance of the Agreement in respect of the Regulations and which are not resolved by agreement between the Parties will be settled by a common court of competent jurisdiction according to the applicable laws and regulations.

4.   The Payment Instrument Issuer would like to note that it is supervised by the Polish Financial Supervision Authority.

5.   Persons over the age of 13 may enter into an Agreement in the System and undertake IUA-related activities.

 

Art. 28

Any matters not regulated by these Regulations and the System Account Agreement are governed by generally applicable provisions of Polish law, particularly the Civil Code.

 

Appendix 1
 to the System Regulations

GZM Transport

Model Power of Attorney for GZM Transport System Account Management Activities:

 

......................................................		.........................................................
(First and last name of the System User)		(place, date)
.........................................................
(address)
.........................................................
PESEL (Personal Identification Number)

 

 

I hereby declare that I appoint the following person as my proxy to perform all activities related to the management and use of the Individual User Account, including those specified in the GZM Transport System Regulations:

 

.

 

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ., holder of the following identity document: ...................... (enter type of identity document, e.g. Personal ID Card). . . . . . . . . . . . . . . . . . . . . . . . . . . (insert series and number of identity document)

The System User may revoke the power of attorney at any time.

 

 

...................................................		...............................................................
(signature of the proxy)		(signature of the System User granting the power of attorney)

 

Appendix 2
to the GZM Transport
System Regulations

 

 

Declaration of Consent to Personal Data Processing

 

 

I consent to the processing of the following personal data to record my discount entitlements in the System (i.e. save it to my Individual User Account) and to use the applicable discount:

1.    Discount name,

2.    The type of document presented,

3.    The number of the document presented,

4.    The name of the document's issuer,

5.    The document's date of issue,

6.    The discount validity date,

7.    city (if the discount is used by children residing in Górnośląsko-Zagłębiowska Metropolia).

I have been informed that I have the right to withdraw my consent to the processing of my personal data at any time, whereby the withdrawal of consent will not affect the processing performed based on consent prior to its withdrawal. The consent can be withdrawn via the Customer Portal or the Mobile Application, or at a Passenger Service Point, by requesting the deletion of the discount entitlement data from the Individual User Account. The deletion of the discount entitlement data from the Customer Account is tantamount to the withdrawal of the consent to processing.  

Further information regarding the processing of personal data is described in Art. 20 of the System Regulations.

 

Declaration of residence or registered residence of children and young people in Górnośląsko-Zagłębiowska Metropolia, if exercising the right specified in Art. 9(1), line 3, of the Tariff for the transport of passengers and luggage in public transport — GZM Transport

 

I declare that the place of residence or registered residence that I have provided when encoding the discount entitlements is correct.

 

Data processing notice

Pursuant to Article 13(1)(2) of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data and repealing Directive 95/46/EC (General Data Protection Regulation) (hereinafter: "GDPR"), please be informed that:

1.   The Controller of personal data is the Management Board of Zarząd Transportu Metropolitalnego [Metropolitan Transport Authority] (ZTM), with its registered office at ul. Barbary 21A, 40-053 Katowice, e-mail: kancelaria@metropoliaztm.pl, website: bip.metropoliaztm.pl.

2.   The Controller has appointed a Data Protection Officer, who can be contacted at the address of the Controller's registered office or by e-mail at iod@metropoliaztm.pl.

3.   Your personal data contained in the consent form will be processed to record your discount entitlements in the System (i.e. encode them in your Individual User Account) and to grant you a discount based on your voluntary consent (Art. 6(1)(a) and Art. 9(2)(a) of the GDPR)

4.   Your personal data will be made available to entities authorised to process it under the law or relevant agreements signed by the Controller with processors acting on its behalf.

5.   Your personal data will be kept for as long as necessary to fulfil the purpose of processing, or until you withdraw your consent.

6.   To the extent provided by law, you have the right to access your personal data, rectify it, delete it, restrict its processing and withdraw your consent at any time without affecting the lawfulness of the processing carried out based on your consent prior to its withdrawal.

7.   If you believe that the processing of your personal data violates the provisions of the GDPR, you also have the right to lodge a complaint with the President of the Personal Data Protection Office.

8.   Providing your personal data and consent is voluntary; however, failure to do so will make it impossible to save your discount entitlements in the System and to grant you a discount.

9.   Your personal data will not be used for automated decision-making, including profiling.

 

 

 

 

Appendix 3
to the GZM Transport
System Regulations

List of System User Consents

Item	Consent name	Consent type	Context
1.	Acceptance of System Regulations	Mandatory	Customer Account
2.	Acceptance of Payment Instrument Regulations	Mandatory	Customer Account
3.	Consent to the processing of personal data to save discount entitlements in the Account	Optional	Customer Account
4.	Cookie consent.	Optional	Customer Portal Customer Account

 

 

Appendix 4
to System Regulations

List of System Functionalities Available in Specific System Channels

Item	Operation name	PSP	Customer Portal	Mobile application	Inspector	ZTM Hotline	SDVM	Points of sale	Validator	Solar ticket machine
1.	Creating a Profiled Personal Account	x	x	x
2.	Creating a Non-profiled Personal Account	x
3.	Creating a Profiled Anonymous Account	x	x	x
4.	Creating a Non-profiled Anonymous Account	x					x	x
5.	Identity confirmation	x	x[1]	x[2]	x
6.	Encoding discount entitlements	x	x	x
7.	Closing the account	x	x	x
8.	Blocking an Identifier	x	x	x
9.	Unblocking an Identifier	x	x	x
10.	Cancelling an Identifier	x	x	x
11.	Authorising discount entitlements	x			x
12.	PIN reset	x	x
12.	PIN change	x	x	x
14.	Password change	x	x	x
15.	Password reset		x	x
16.	Sale of tickets	x	x	x			x	x	x	x
17.	Topping-up the Payment Instrument	x	x	x			x			x
18.	Change of personal data	x	x[3]	x[4]
19.	Receiving complaints	x	x	x		x
20.	Invoicing	x	x	x
21.	History of operations, including Payment Instrument top-ups and payments	x	x	x
22.	Converting a ŚKUP card account into a GZM Transport Account	x	x
23.	Issuing the Metrocard	x					x	x
24.	Sale of travel entitlements in the MTT/PAYG model								x
25.	Sale of travel entitlements in the Start/Stop Travel Tariff			x					x
26.	Sale of paper tickets						x			x
27.	Billing of MTT/PaYG operations	x	x	x
28.	Ticket returns	x	x	x			x			x