Terms of Service

These Terms of Service regulate the relations between the Unified Public Service Delivery System (hereinafter referred to as the “System”), the Ministry of Digital Development, Innovation and Communications of Mongolia and the “E-Mongolia Academy” SOE (hereinafter referred to as the “System Operator”), the competent state authorities providing services through the System (hereinafter referred to as “Data Controllers” or “Service Providers”), and individuals and legal entities (hereinafter referred to as “Users”), in connection with the provision of services in digital form, pursuant to Article 18.10 of the Law on Public Information Transparency.

The System Operator shall have the right to amend these Terms unilaterally. Such amendments shall take effect upon publication in the System and notification to Users.

These Terms apply solely to services delivered via the Unified Public Service Delivery System, and do not extend to services rendered through other platforms or channels.

“DAN System” refers the Digital Authentication National System that enables the identification and authentication of natural persons and legal entities for access to all types of services in the digital environment and is interoperable with independent government and private systems.

“XYR System” refers to the state information exchange system designed to provide digital public services to individuals and legal entities, ensuring reliable operation, information security, and compliance with international standards.

“Fee” refers to the service charge, state stamp duty, invoice, or other payment established by the Data Controller in accordance with law, payable for services accessed through the System.

“Service” refers the following types of digital services provided by Data Controllers to Users:

Users shall log in to the System via the DAN System. Users are responsible for the security of their registration number, password, digital signature certificate, and one-time authentication codes.

For the protection of personal information, Users shall log out of the System after completion of services. The System Operator shall not be liable for any risks or damages arising from the User’s own negligence or misconduct.

Users shall not use another person’s login credentials to access the System.

Where a User suspects that login credentials have been lost, transferred, or accessed without authorization, the User shall notify the competent authority and change the password.

Users may submit service-related complaints through designated channels of the System, via the 1111-2 hotline, or at the Unified Service Center during official business hours (08:30–17:30 on working days).

Users shall have the right to rate the quality of services provided by the Data Controller or the System on a scale of 1–5. Such ratings shall be collected and used by the System Operator to improve service quality.

Where a User fails to comply with these Terms, the System Operator may suspend or revoke the User’s access to the System, and, if necessary, inform the competent authority.

The System Operator shall ensure the development, reliability, and security of personal information processed through the System.

The System Operator, in cooperation with Data Controllers, shall provide accurate and consistent information on public services to Users.

The System’s name, logo, operating principles, source code, and data structures are protected under copyright and related legislation.

The System shall operate 24 hours a day, 7 days a week.

The System may be temporarily suspended, in whole or in part, for scheduled maintenance. Notice of such maintenance shall be published at least two (2) working days in advance.

The System shall remain accessible on public holidays, although processing times by member agencies may vary.

The System Operator shall not be liable for malfunctions in the Data Controller’s system but shall make efforts to restore reliable operation.

The System Operator shall not be liable for issues arising from interactions between Users within the national chat.

Service interruptions caused by force majeure, including fire, flood, earthquake, lightning, explosion, government regulation, strike, war, terrorist acts, or epidemic, shall not be deemed service failures, and the System Operator shall not be held liable therefor.

Each digital service may have specific terms and conditions in accordance with applicable law and service characteristics.

Users shall acquaint themselves with and comply with such specific service terms.

The System Operator shall not be liable for the manner in which the Data Controller processes and resolves service requests.

Authorized state bodies shall have the right to access User data in accordance with the law.

Through the XYR System, the System shall provide Users with access to their personal data usage, service history, status of active requests, and payment information.

Users shall have the right to verify the accuracy of information obtained from e-mongolia.mn or the XYR System and to notify the System Operator or the Data Controller of discrepancies for correction.

The System Operator shall not be liable for delays, refusals, or other consequences arising from incomplete, inaccurate, or erroneous data entered by the User.

Suspension or revocation of a User’s login credentials shall not constitute deletion of the User’s data.

User personal data and service-related electronic documents shall be archived and retained in accordance with law.

Service Providers shall not collect, store, or disclose User personal data other than as specified in these Terms, unless otherwise required by law.

The technical infrastructure and all data processed within the System shall constitute state data and shall be regulated under the Law on State and Official Secrets, the Law on Organizational Secrets, and the Law on Personal Data Protection.

The System shall notify the User of payments only upon fulfillment of the service request.

The System shall provide multiple payment options. Transaction fees may vary by method.

The System Operator shall not be liable for disputes related to transaction fees between the User and the payment service provider.

If the User chooses postal delivery, the related costs shall be borne by the User.

Service fees shall be determined by the Data Controller and published in the System prior to request submission.

Service invoices may include the following types:

The System Operator shall not be liable where an electronic receipt is not generated due to the User’s failure to configure e-Receipt (E-Barimt).

Users shall not use the e-mongolia.mn portal for the following purposes:

Where it is established that a User has breached these Terms, misused services, or caused damage to a Service Provider or another User, the User shall be held liable under applicable law.

Complaints, disputes, or claims related to services shall first be resolved amicably. If resolution is not possible, disputes shall be settled in accordance with the laws of Mongolia.

Users may obtain information through the 11-11 hotline. On-site support shall not be provided.

The System Operator shall implement and comply with the ISO/IEC 27001:2022 Information Security Management System standard.