Regulatory Alerts2012-05-07
National Bank of Rwanda Directive 05/2012 on Customer Service Delivery in Financial Institutions
The National Bank of Rwanda issued Directive 05/2012 to establish minimum customer service standards for banks, microfinance institutions, insurance companies and brokers, pension schemes, and forex bureaus. Financial institutions must implement the directive's attached guiding principles and benchmarks to ensure consistent service delivery across all customer interactions. Compliance requires these entities to submit quarterly status reports to the Central Bank, which may also request ad-hoc updates as needed.
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