Regulatory Alerts2021-01-01
Bank of Zambia Circular 14/2021 on Deploying Artificial Intelligence for Financial Consumer Complaints Data
The Bank of Zambia requires all financial institutions and payment service providers to submit their consumer complaints data from the past twelve months by October 22, 2021. This submission will directly inform the design and deployment of an AI-augmented chatbot system to streamline how consumers raise, track, and resolve financial complaints. The data, which must include customer names and phone numbers with optional fields for date, location, and gender, will be shared confidentially under existing banking and data protection laws to support a voluntary research survey.
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