Guidelines on the Submission of the Revised Banks’ Consolidated Complaints Report (BCCR)

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• \\ .;. . 'A BANGKO SENTRAL NG PILIPINAS OFFICE OF THE DEPUTY GOVERNOR REGIONAL OPERATIONS AND ADVOCACY SECTOR To Subject ALL BANKS Guidelines on the Submission of the Revised Banks' Consolidated Complaints Report IBCCR) Pursuant to BSP Circular No. 1160 dated 28 November 2022, or the Regulations on Financial Consumer Protection to Implement Republic Act No. 11765, otherwise known as the "Financial Products and Services Consumer Protection Act", the following guidelines shall be observed in the submission of the revised BCCR MEMORANDUM No. M-2025~o09

I. The revised BCCR shall be submitted using the new Extensible Mark-up Language (XML) file format and submitted Vla Application Programming Interface (API) following the instructions stated in the template guidelines (Annex A). 2. The XML Schema Definition (XSD) and Control Proof!ist (CP) can be downloaded from the Reports Module of the Prudential Reporting Innovation and Monitoring Engine' (PRIME) under the BSP Relationship Management System IBRMS ) accessible at https:in, rins. bsp. gov. ph using the latest versions of web browsers such as Microsoft Edge, Firefox and Google Chrome 3. Detailed guidelines on the implementation of API-based submission via machine-to-machine modality and the use of PRIME are provided in Memorandum No. M-2023-022 dated 20 July 2023. 4, The generated XML, together with the scanned CP duly signed by the authorized officials' of the bank as stated in BSP reporting standards, shall be submitted in accordance with the following specifications: Also known as Integral Financial Supervision System 11FSS) Submission Portal ' The authorized signatories for the revised BCCR shall follow guidelines for Category B re orLs under Sectio 173 of the MORB. , ,

Report Code 5. The revised BCCR shall be submitted quarterly within 20 banking days from the end of the reference quarter, Should the deadline fall during a work suspension in the BSP, the deadline will be automatically extended to the succeeding banking day. Live submission beginning with reporting period 31 March 2025 shall be in accordance with the prescribed schedule, as follows: BCCR Files for Submission Control Prooflist Reporting Period Covered BCCR 31 March 2025 6. BCCR submissions using the existing template under Memorandum No. M-2018-017, Guidelines on the Submission of BSP-Supervised Financial Institutions Consolidated Complaints Report dated 10 May 2018, shall be continued until the reporting period 31 December 2024 only, which was due on 03 February 2025. M-2018-017 shall be superseded by these guidelines upon commencement of the reporting of CY 2025 data using the revised BCCR template. 31 December 2025 onwards 30 June 2025 30 September 2025 File extension/Format Report in XML CP in PDF 7. The revised BCCR shall be available in the Sandbox Module of the PRIME in the BRMS within Quarter 3 of 2025, to give reporting banks an opportunity to test and explore the new BCCR templates and procedures. The reporting banks shall be informed by the BSP once the revised BCCR template is available for sandbox testing in the BRMS Submissions in the Sandbox Module are not considered official reports. 20'' banking day after end-September 2025 20th banking day after end-October 2025 20th banking day after end-November 2025 within 20 banking days after the end of the reference uarter Deadline 8. Report submissions should continue to comply with existing BSP reporting standards. It likewise follows that only files prescribed by the BSP for the report shall be accepted and validated, subject to applicable sanctions for reporting violations as provided under Section 171 of the Manual of Regulations for Banks (MORB), Imposition of penalties for reporting violations on the revised BCCR shall be strictly enforced beginning with reporting period 31 December 2025. 9. Succeeding issuances shall be released by the BSP on the submission of consolidated complaints reports of non-bank BSP-supervised institutions.

10. Queries regarding the BCCR, its related regulations, and guidelines may be sent via email to CPMCO@bsp. gov. ph following the subject format [INQUIRY] BCCR, For compliance. ;!'7~ March 2025 BERNADETT Dep LO-PUYAT ernor ,

. I. General Guidelines GUIDELINES FOR ACCOMPLISHING THE BCCR DATA ENTRY TEMPLATE a. All fields that require numeric data, date, and "Branch of Account" in the Data Entry Template (DET) are mandatory fields and are therefore required to be filled-out. b, If there are fields that that require numeric data, but the reporting Bank has no value to report or are not applicable, the reporting Bank must input the value zero 10 I c. All complaints data to be reported shall be disaggregated per reporting Bank branch and per month. d. The value to be indicated in the Month field should follow the table below: QUARTER AN N Ex A Ql Q2 MONTH e. Given the comprehensive list of classifications in the BCCR, it is expected that reporting banks will be able to categorize each complaint accordingly. Nonetheless, if there are complaints that do not fall under any of the predefined classifications under the Product and Services. Channel, and Issues data fields, banks may use the "Other" column. In this case. the subsequent column becomes mandatory, wherein the reporting bank will be required to enumerate details of the complaint including its disaggregated volume following the standard format below: Janua Q3 Februa March Q4 Ain VALUE To BE INDICATED IN THE R EPO RT Ma June Jul Au Se ternber October ust Format: tvolume of complaintsj dash I-l ISPecify Other Product/Service, Other Channel. Other Issuel and separated by semi-colon 1:1 November December Classification: GENERAL 2 3 4 5 6 7 8 9 10 11 12 Page I of 31

, Sample: To specify Other Products/Services: 7610therProduc^Service/. 5-tOther Produc^Servicej To specify Other Channel: 72-10ther Channel/. 7-/Other Channelj To specify Other Issue: 76-10ther/5'5ue/. 5-10therIssuej f. The following volumes should be equal per reference month of each reporting period: . Total volume of all columns under the Product sheet; . Total volume of all columns under the Channel sheet; . Total volume of all columns under the Issues sheet: . Total volume of all columns pertaining to Primary Standards of Conduct under the Standards of Conduct sheet; . Total volume of all columns pertaining to Sex under the Demographics sheet; . Total volume of all columns pertaining to Age Segment under the Demographics sheet; . Total volume of allcolumns pertaining to Location under the Demographics sheet; and. . Total volu me of all columns pertaining to aging of Outstanding. Terminated, and Resolved Complaints received within the reference or current month under the Status sheet. AN N Ex A g. The volumes for the following columns pertaining to Resolved Complaints under the Status sheet should be equal per reference month: . Total volume of Resolved Complaints in the reference month; and, Total volume of all columns pertaining to Resolved Complaints that are Fully in Favor of Complainant, Partially in Favor of Complainant, and Not in Favor of Complainant The volumes for the following columns pertaining to Resolved Complaints under the BSP"referred sheet should be equal per reference month of each reporting period: . Total volume of Resolved BSP"referred Complaints in the reference month; and, . Total volume of allco!urnns pertaining to Resolved BSP-referred Complaints that are Fully in Favor of Complainant, Partially in Favor of Complainant, and Not in Favor of Complainant. . h Classification: GENERAL Page 2 of 51

. 11. Classification Table Listed below are the terms used in the BCCR, arranged according to their order in the DET. It should be noted that the definitions used in this document apply only to this specific report, A. Classification per Product All new complaints received by each reporting bank branch as of the reference month of the reporting quarter shall be classified per type of product or service. Rules on mandatory fields, no-value fields, and "other" fields stipulated above shall apply. Reporting banks should refer to the terms defined in this document to properly identify products/services. Month Field Name Year Branch of Account Deposit Basic Deposit Account Deposit Checking/ Current Account Month of reporting period Year of reporting period Name of Branch of Account ANNEX A Definition Volume of complaints for the reporting period about basic deposit accounts which refer to interest- or non-interest-bearing deposit accounts designed to romote financial inclusion Deposit Regular Savings Account Volume of complaints for the reporting period about checking accounts. which refer to an account where money can be withdrawn using a check book or cash card MM Format Deposit Time Deposit Account YYYY Volume of complaints for the reporting period about regular savings accounts which refer to interest-bearing accounts which are withdrawable either upon presentation of a properly accomplished withdrawal slip together with the corresponding passbook or thru automated teller machine Numeric Numeric Loan All-purpose Loan twith Collateral) I to 12

=2023 Numeric Value =0, Positive integers Volume of complaints for the reporting period about time deposit accounts which refer to interest-bearing deposits with specific maturity dates and evidenced by certificates issued b the bank =0. Positive integers Classification: GENERAL Numeric Volume of complaints for the reporting period about all￾purpose loans which are loans granted to individuals that cannot be classified under an =0. Positive integers =0. Positive integers Numeric N umeric =0. Positive integers =a. Positive integers Page 3 of 31

. Field Name Loan All-purpose Loan IWithout Collateral) of the loan classifications below and secured by a collateral Loan Agrarian Reform Loans Definition Volume of complaints for the reporting period about all￾purpose loans which are loans granted to individuals that cannot be classified under any of the loan classifications below and NOT secured b a collateral. Loan Other Agricultural Credit Loans Volume of complaints for the reporting period about loans which meet the qualification requirements for agrarian reform loans under Section 331 of the Manual of Regulations for Banks IMORBj Loan Auto Loan Format Volume of complaints for the reporting period about loans which meet the qualification requirements for other agricultural credit loans under Section 331 of the MORB Loan Motorcycle Loan Numeric AN NEX A Loan Microfinance Loan Volume of complaints for the reporting period about loans granted to individuals for the acquisition of automobiles rimaril for ersonal use Value N umeric

=0. Positive integers Volume of complaints for the reporting period loans granted to individuals for the acquisition of motorcycles primarily for ersonal use Loan Other Microfinance Loan Numeric Volume of complaints for the reporting period about loans granted under the bank's microfinance loan products that meet the general features provided under Appendix 45. tern E of the MORB. as amended =0. Positive integers Loan Small Enterprises Numeric =0. Positive integers Volume of complaints for the reporting period about loans granted to microenterprises which cannot be appropriateIy classified under microfinance Loan Medium Enterprises Nun\eric Classification: GENERAL =0. Positive integers aans Volume of complaints for the reporting period about loans granted to small scale enterprises Numeric =0. Positive integers Volume of complaints for the reporting period about loans granted to medium scale enterprises N umeric =0. Positive integers Numeric =0. Positive integers Numeric =0. Positive integers =0. Positive integers Page 4 of 31

. Loan Loans to Financial Corporation Field Name Loan Loans to Non￾financial Corporations Volume of complaints for th reporting period about loan granted to financia corporations. which she include partnerships. single proprietorships and coo eratives Definition Loan Loans to Individuals for Housing Purposes Volume of complaints for the reporting period about loans granted to NON-Financia corporations. which sha include partnerships. single proprietorships and coo eratives Volume of complaints for the reporting period about loans secured by physical collateral or real estate and offered to individuals to fund the pu rehase. construction. or improvement of housing units. such as residences and lots. home lots. or residentia condominium units. as well as the UTChase of an linked land Loan Salary-Based General-purpose Consumption Loan N umeric Format Numeric ANNEX A

=0. Positive integers Credit Card Cash Advance Volume of complaints for the reporting period about personal/salary loans which are oans granted to individuals based on their regular salary. pension, or other fixed compensation where repayment would come from arrangements agreed upon by the borrower and lender Value Numeric =0. Positive integers Credit Card Installment Volume of complaints for the reporting period about credit card cash advances which refer to cash obtained by the cardholder from their credit card account. availed In any manner as stipulated in the credit card contract/a reement =0. Positive integers Credit Card Rewards N umeric Volume of complaints for the reporting period about credit card installment purchases which refer to purchase transactions the payment for which is am ortized in parts over a fixed eriod Classification: GENERAL =0. Positive integers N umeric Volume of complaints for the reporting period about credit card rewards which refer to rewards that can be earned in eXchange for eligible credit card s endin Numeric =0. Positive integers Numeric =0. Positive integers =0. Positive integers Page 5 of 31

, Credit Card General Field Name E-Money Wallet Credit Volume of complaints for th reporting period about cred cards in general which canno be classified under any of the credit card transaction classifications above Definition E-Money Wallet Loan Volume of complaints for the reporting period about credit availed using an e-money wallet which refers to monetary value as represented by an e-money issuer registered with the BSP as electronically stored in an instrument or device E-Money Wallet Insurance Volume of complaints for the reporting period about loan availed using an e-money wallet which refers to monetary value as represented by an e-money issuer registered with the BSP as electronically stored in instrument or device N umeric Format E~Money Wallet Investment Numeric AN N Ex A Volume of complaints for the reporting period about insurance availed using an e￾money wallet which refers to monetary value as represented by an e-money issuer registered with the BSP as electronically stored in an instrun, ent or device

=0. Positive integers Value Numeric =0. Positive integers E-Money Wallet Payment Volume of complaints for the reporting period about investment availed using an a money wallet which refers to monetary value as represented by an e-money issuer registered with the BSP as electronically stored in an instrument or device an N umeric =0. Positive integers E-Money Wallet General Volume of complaints for the reporting period about bills payment using an e-money wallet which refers to monetary value as represented by an a rinoney issuer registered with the BSP as electronically stored in an instrument or device =0. Positive integers Numeric Classification: GENERAL Volume or complaints for the reporting period about transactions in e-money wallets that cannot be classified under any of the any of the e-money wallet transactions above; e-money wallet refers to monetary value as represented by an e-money issuer registered with the BSP as electronically =0, Positive integers N umeric Numeric =0. Positive integers =0. Positive integers Page 6 of 31

. Field Name Remittance Local stored device Definition In an Remittance Cross￾border Volume of complaints for the reporting period about IOCa remittances which refer to the domestic transfer of funds between a sender/remitter and a beneficiary and is not covered by electronic payment transaction as defined under the National Retail Payment S stem (NRPS) Framework Instrument o Format Volume of complaints for the reporting period about cross￾border remittances which refer to the international transfer of funds between a sender/remitter and a beneficiary and is not covered by electronic payment transaction as defined under the National Retail Payment S stem INRPSj Framework Investment UITF Numeric AN NEX A nvestment Individual Trust Accounts - Personal Management Trust Value Volume of complaints for the reporting period about unit investment trust funds which refer to open-ended shared trust funds maintained and controlled by a trusted business and accessible through artici at ion

=0. Positive integers Numeric Volume of complaints for the reporting period about personal trust accounts which refer to trust funds whereby the trustor conveys property or sum of money to be managed by the the agreement trustee. as dictates. generally for the preservation of assets Or property for future use of the beneficiaries and/or to answer for their current needs nvestment Personal Equity & Retirement Account IPERA) =0. Positive integers Numeric Classification: GENERAL Volume of complaints for the reporting period about Personal Equity & Retirement Account IPERA) which refer to voluntary retirement accou nts established by and for the exclusive use end benefit of the Contributor for the purpose of being invested solely in PERA Investment products in the Phili ines Numeric =0, Positive integers =0. Positive integers Numeric >=0. Positive integers Page 7 of 31

Investment Corporate Bonds Field Name Investment Treasury Bills Volume of complaints for th reporting period abou corporate bonds which refer to investment securities where an investor lends money to a company or the government for a set period of time. in eXchange for re u!ar interest a merits Definition Investment Retail Treasury Bonds Volume of complaints for the reporting period about treasury bills which refer to bills issued by the Bureau of the Treasury on a discount basis and payable on maturity of not more than 11 ear at face amount Investment Others Numeric Volume of complaints for the reporting period about treasury bonds which refer to bonds issued by the Bureau of the Treasury on a discount basis. at a premium. or at par and payable on maturity of not earlier than one 111 year but not later than twent five 1251 ears Format Bancassurance Life nsurance AN N Ex A N umeric

=0. Positive integers Volume of complaints for the reporting period about investments which cannot be classified under any of the Investment transaction classifications above Value Bancassurace Travel nsurance Numeric Volume of complaints for the reporting period about life insurance products cross-sold within the premises of the head office of a bank duly licensed by the BSP. or in any of said bank's branches =0. Positive integers Bancassurance Vehicl e Insurance Volume of complaints for the reporting period about travel products cross-sold within the premises of the head office of a bank duly licensed by the BSP. or in any of said bank's branches =0. Positive integers N umeric Insurance Bancassurance Home nsurance Volume of complaints for the reporting period about vehicle insurance products cross-sold within the premises of the head office of a bank dulylicensed by the BSP. orin any of said bank's branches Numeric Classification: GENERAL =0. Positive integers Volume of complaints for the reporting period about home nsu rance products cross-sold within the premises of the head office of a bank dulylicensed by the BSP. orin any of said bank's branches Numeric =0. Positive integers N umeric =0. Positive integers Numeric =0, Positive integers =0, Positive integers Page 8 of 51

, Bancassu rance Health Insurance Field Name Foreign Currency EXchange/Money Changing Volume of complaints for the reporting period about health insurance products cross-sold within the premises of the head office of a bank duly licensed by the BSP. or in any of said bank's branches Bills Payment Definition Volume of complaints for the reporting period about foreign currency eXchange which refer to transactions of purchase or sale of forei n currenc Virtual Asset Account Volume of complaints for the reporting period about bills payment which refer to payment transactions for utilities. using various payment channels offered by the re ortin BSI. exce t e-wallets Numeric Format Other Products and Services Volume of complaints for the reporting period about virtua asset accounts which refer to any type of digital unit that can be digitally traded, or transferred. and can be used for payment or Investment u r OSes Numeric AN N Ex A

=0. Positive integers Specify the Other Products and Services Value Numeric Volume of complaints related to a type of Product and Service that do not fall under any of the 1sted Products and Services classifications above for the reference month of the re ortin eriod =0. Positive integers Numeric Enumerate all the Products and Services that are the subject of the complaints reported in "Other Products and Services' field. indicating the count of each "OTH ER" product type/service. separated by semi￾colon 1:1. =0. Positive integers Numeric =0. Positive integers Forma t: [Volume of Complaints] dash 1-1 tSpecify the Other Product/Servicel separated by semi-colon [;] Classification: GENERAL Text Sample: I-10ther Product/Servicel, 2- tOther Product/Servicej =0. Positive integers Text Page 9 of 31

B, Class/ficat/bn per Channel All new complaints received by each reporting bank's branch as of the reference month of the reporting quarter shall be classified per channel. Rules on mandatory fields, no-value fields, and 'bther" fields stipulated above shall apply. Reporting banks should refer to the terms defined in this document to properly identify channels. Month Field Name Year Branch of Account OTC/Branch Month of reporting period Year of reporting period Definition Name of Branch of Account Volume of complaints for the reporting period about transactions executed over￾the-counter or in a branch. which refers to any permanent office or place of business in the Philippines other than the head office where a bank may perform activities and provide products and services that are within the scope of its authority and licenses ATM AN N Ex A Online InstaPay MM YYW Format Numeric Volume of complaints for the reporting period about transactions executed using Automated Teller Machines (ATM) or Cash Deposit Machines or e uivalent Numei'ic Online PESONet Volume of complaints for the reporting period about transacrions executed online using Instepay which refers to an electronic fund transfer service that allows customers to transfer funds almost instantly between accounts of participating BSP Su ervised Institutions 01 to 12 Value

=2023 =0. Positive inte ers =0. Positive integers Numeric Online Undetermined Volume of complaints for the reporting period about transactions executed online using PESONet which refers to Batch Electronic Fund Transfer by which funds are transferred between accou nts after being processed and cleared by batch intervals Classification: GENERAL N umeric Volume of complaints for the reporting period about online transactions not falling under the online channel classifications above =0. Positive integers Numeric =0. Positive ritegers Numeric =0. Positive ritegers =0. Positive ritegers Page 10 of 31

BSI Agents Cash Agent Field Name BSI Agents Collection Volume of complaints for the reporting period against agents of the bank authorized to accept and disburse cash or pick-up cash/checks for deposit and/or deliver proceeds from cash withdrawal and/or cash eXchange. on behalf of the bank Definition BSI Agents Courier Volume of complaints for the reporting period against agents employed by the bank for the purpose of assisting or rendering services the administration of its business. including recovery of unpaid obligations and enforcement of rights a ainst a client N umeric BSI Agents Customer Service Representative Format ANNEX A Volume of complaints for the reporting period about agents of the bank authorized to deliver messages. letters. or parcels to customers In BSI Agents_Marketing/Sales Numeric

=0. Positive integers Value Volume of complaints for the reporting period about agents of the bank that handles consumer concerns via its Financial Consumer Protection Assistance Mechanism Other Channels Volume of complaints for the reporting period against agents of the bank assigned to deal directly with customers to prepare advertisement materials 10r other material for external distribution) or who markets an of its roduct or service N umeric =a. Positive integers Numeric Volume of complaints related to a transaction channel that do not fall under any of the listed channel classifications above. for the reference month of the reporting eriod Classification: GENERAL =0. Positive Integers N umeric =0. Positive integers Numeric =0. Positive integers =0. Positive integers Page 11 of 31

Specify the Other Channels Field Name Enumerate all the Transaction Channels that are the subject of the complaints reported in the "Other Channels' field. indicating the count of each "OTH ER" Channel. separated by semi-colon (I. Definition C. Class/ficatibn per Issue Format: ICOuntl dash H 10ther Channell Each separated by semi￾colon All new complaints received by each reporting Bank branch as of the reference month of the reporting quarter shall be classified per Issue. Rules on mandatory fields. no~ value fields. and "other" fields stipulated above shall apply. Reporting banks should refer to the terms defined in this document to properly identify consumer issues. Text Sample: I-[Other Channel]^ 2-10ther Channell Format Month Year Field Name AN N Ex A Branch of Account Quality of ATM Services Unavailability of ATMs (defective/offline/system error) on~us 1:1 Text Value Month of reporting period Quality of ATM Services_Unavailability of ATMs Idefective/offline/system error) off~us Year of reporting period Definition Name of Branch of Account Volume of complaints for the reporting period about concerns involving unavailability of the Automated Teller Machines Cash Acceptance Machines owned and managed by the re ortin bank Quality of ATM Services Undispensed on￾MM us Volume of complaints for the reporting period about concerns involving unavailability of the Automated Teller Machines or Cash Acceptance Machines not owned or managed by the re ortin bank YYYY Classification: GENERAL Format Numeric or Numeric Volume of complaints for the reporting period about concerns involving undispensed cash from 01 to 12 Value Numeric

=2023 =0. Positive inte ers =0. Positive integers N umeric =0. Positive Integers =0. Positive integers Page 12 of 31

Field Name Quality of ATM Services Undispensed off￾us Automated Telle Machines Cash Acceptance Machines owned or managed by the re ortin bank Quality of ATM Services, Quality of currency dispensed on~us (mutilated/fake) Definition Volume of complaints for the reporting period about concerns involving undispensed cash from Automated Teller Machines or Cash Acceptance Machines not owned or managed by the re ortin bank or Quality of ATM Services Quality of currency dispensed off-us tinutilated/fake) Volume of complaints for the reporting period about concerns involving quality of currency dispensed by Automated Teller Machines Cash Acceptance Machines owned or managed by the re ortin bank Format Numeric Quality of ATM Services Deficient cash dispensed on-us AN N Ex A Volume of complaints for the reporting period about concerns involving quality or currency dispensed by Automated Teller Machines or Cash Acceptance Machines not owned or managed by the re ortin bank or Value Numeric Quality of ATM Services Deficient cash dispensed off-us

=0. Positive Integers Volume of complaints for the reporting period about concerns involving deficient cash dispensed from Automated Teller Machines or Cash Acceptance Machines owned or managed by the re ortin bank Numeric Quality of ATM Services Uricredited deposit or incorrect amount reflected in account using Cash Acceptance Machine (CAM)/kiosk =0. Positive integers Volume of complaints for the reporting period about concerns involving deficient cash dispensed from Automated Teller Machines or Cash Acceptance Machines not owned or managed by the re ortin bank Classification: GENERAL Numeric =0. Positive integers Volume of complaints for the reporting period about concerns involving uricredited or incorrect deposit amount reflected in account using Cash Acceptance Machine Numeric =0. Positive integers Numeric . 0, Positive integers =0. Positive integers Page 13 of 31

Quality of ATM Services Card capture on￾Field Name us Quality of ATM Services Card capture off￾us Volume of complaints fo the reporting period about concerns involving captured or swallowed cards in Automated Teller Machines or Cash Acceptance Machines owned or managed by the re ortin bank Definition Non-receipt of fund transfers Unsuccessful fund transfer or cash-in/out Person>Person Volume of complaints for the reporting period about concerns involving captured or swallowed cards in Automated Teller Machines or Cash Acceptance Machines not owned or managed by the re ortin bank N umeric Non-receipt of fu rid transfers Unsuccessful fund transfer or cash-in/out Person>Merchant Format Volume of complaints for the reporting period about concerns involving the non-receipt or delay in receipt of money sent through person-to-person online transfer. payment. or remittance channels AN N Ex A Numeric Non-receipt of fund transfers Erroneous fund transfer or cash-in/out Person>Person

=0. Positive integers Value Volume of complaints for the reporting period about concerns involving the non-receipt or delay in receipt of money sent through person to merchant online transfer. payment. or remittance channels Non-receipt of fund transfers Erroneous fund transfer or cash-in/out Person>Merchant N umeric =0. Positive integers Volume of complaints for the reporting period about concerns involving erroneous transactions sent through person-to￾person online transfer, payment. or remittance channels Unauthorized transaction Due to Phishing, Vishing. SMShing. Quishing Numeric Volume of complaints for the reporting period about concerns involving erroneous transactions sent through person to merchant online transfer. payment. or remittance channels =0. Positive Integers Classification: GENERAL N umeric Volume of complaints for the reporting period about unauthorized online transactions perpetrated using social engineering tactics such as. but not jinited to. hishin =0. Positive integers Numeric =0. Positive integers Numeric =0. Positive integers =0. Positive integers Page14 of 31

Field Name Unauthorized transaction Due to system breach in financial institution vishing. quishing Definition Fraud By a financial institution employee Volume of complaints fo the reporting period about unauthorized online transactions that occurred through electronic delivery channels that are riot properly protected due to the bank's lack of a strong and comprehensive information security control s stem SMShing. Fraud By others - Due to stolen card o Volume of complaints for the reporting period about acts of fraud as defined under existing laws. committed by reporting banks directors, officers, or em 10 ees Format Numeric Fraud By others - Product and service scam ANNEX A Volume of complaints for the reporting period about acts of fraud related to stolen cards. committed by persons external to the bank. including complaints where the bank was used as a channel to commit the fraud Value Numeric Fraud By others - nvestment fraud

=0. Positive integers Volume of complaints for the reporting period about acts of fraud related to merchant scam involving products and services. committed by persons external to the bank. including complaints where the bank was used as a channel to commit the fraud Numeric =0, Positive Integers Volume of complaints for the reporting period about acts or fraud related to Investment fraud. committed by persons external to the bank. including complaints where the bank was used as a channel to commit the fraud Numeric Classification: GENERAL =0. Positive integers Numeric =0. Positive integers =0. Positive integers Page 15 of 31

Fraud By others - Identity theft Field Name Account management Account access Volume of complaints to the reporting period abou acts of fraud related to identity fraud. committed by persons external to the bank. including complaints where the bank was used as a channel to commit the fraud Definition Account managenTent Account opening Account management Account closure Volume of complaints for the reporting period about concerns that finencia consumers encounter In the accessing their financial account N umeric Account management Account dormancy Volume of complaints for the reporting period about concerns that financia consumers encounter in applying for. opening. or active tin their accounts Format ANNEX A Account management Delivery or release of documents Volume of complaints for the reporting period about concerns that finencia consumers encounter relating to the closure of their accounts Numeric

=0. Positive Integers Value Volume of complaints for the reporting period about concerns that financial consumers encounter relating to the dormancy of their accounts Numeric Account management Delivery or release of products/service Volume of complaints for the reporting period about concerns that financial consumers encounter relating to non-delivery or delayed release of documents. including but not limited to Statements of Account ISOA). loan agreements account records. or collateral￾related docu merits Numeric =0. Positive Integers Numeric =0. Positive integers Classification: GENERAL Volume of complaints for the reporting period about concerns involving non￾delivery or delayed release of products and services. ncluding but not limited to physical cards, loan proceeds. insurance/ investment claims. claims on accounts of deceased ersons. Numeric =0. Positive Integers =0. Positive integers Numeric =0, Positive ritegers =0. Positive integers Page 16 of 31

. Account management Delivery or release of rewards/promotions Field Name Account management Updating of profile information Volume of complaints to the reporting period abou concerns involving the delivery of release rewards. rebates. tornotional offers Account management Updating of account information/features Definition Volume of complaints for the reporting period about concerns that financia consumers encounter in updating persona information their accounts or Interest rates. Fees. or Charges Interest rates Numeric Volume of complaints for the reporting period about concerns involving updating account information. including but not limited to unposted transactions/payments and incorrect/outdated tagging of clients with bad credit records/re utation. Format On Numeric riteresk rates. Fees. or Charges Fees and charges AN N Ex A Volume of complaints for the reporting period about concerns involving interest ra tes. including the computation, application and fees directly related to interest. associated with a financial product or service of the bank

=0. Positive integers Numeric Value riterest rates. Fees. or Charges Non-receipt of refund/reversal =0. Positive Integers Volume of complaints for the reporting period about concerns involving fees and charges. excluding interest-related fees. associated with a financial product or service of the bank Abusive collection piactices Numeric =0. Positive Integers Volume of complaints for the reporting period about concerns involving non￾receipt of refunds or reversals related to a financial product or service of the bank Classification: GENERAL Numeric Volume of complaints for the reporting period about abusive collection or Inappropriate and unlawful debt recovery methods against financial consumers, as defined under relevant BSP re ulations =0. Positive integers Text =0. Positive integers Text Page 17 of 31

Loan restructuring Field Name Volume of complaints to the reporting period abou loan restructuring which refers to the agreement entered into by a debtor who is in financial difficulty and a creditor who provides the debtor a concession in line with a negotiated ag reement. contract. or court judgment. except those complaints containing allegations pertaining to abusive collection ractices Definition Unauthorized disclosure of personal/ account info to 3rd parties Poor customer service Delayed response Format Volume of complaints for the reporting period about the use of customer data beyond the pu rposes for which the customer has authorized Poor customer service Inaccessibility ANNEX A Volume of complaints for the reporting period about concerns regarding the failure to provide timely resolution of complaints based on internal policies and practices on reasonable and prompt handling of consu mer concerns Value Poor customer service Unprofessional staff Volume of complaints for the reporting period about concerns regarding the failure to provide accessible means for resolving complaints using a dedicated helpdesk. application, or hotline for consu mers Other issues Volume of complaints for the reporting period about concerns regarding the treatment of financial consu me rs without professional competence and in a manner that is not fair and res onsible Classification: GENERAL Volume of complaints related to a consumer issue that do not fall under any of the listed Issues above. for the reference month of the re ortin eriod Numeric >=0. Positive integers Page 18 of 31

Specify the Other Issues Field Name Enumerate all the Consumer Issues that are subject the of the complaints reported in the "Other Issu es' field. indicating the count of each "OTH ER" Issues, separated by semi-colon I) Definition D. Classification perStandard of Conduct Format ICOu ntl dash H 10ther Issuesl Each separated by semi￾colon I) All new complaints received by each reporting Bank branch as of the reference month of the reporting quarter shall be classified per implicated Standard of Conduct. To allow more flexibility in classifying complaints, Reporting banks may tag a primary and secondary standard of conduct per complaint. For this report, however. only the primary standard of conduct is required. Rules on mandatory fields, no-value fields, and "other" fields stipulated above shall apply. Reporting banks should refer to the terms defined in this document to properly identify standards of conduct. Text Sample I-10ther Issuesl; 2-tOther Issues I Format AN N Ex A Month Year Branch of Account TERM Text Value Primary Disclosure and Transparency Month of re ortin Year of re ortin Name of Branch of Account of the BSP-Su ervised Institution DEFINITION Volume of complaints for the reporting period where the primary concern is about clients not having a reasonable comprehensive understanding of the financial products or services that they are acquiring or availin Primary Protection of Client Information eriod eriod Classification: GENERAL Volume of complaints for the reporting period where the primary concern involves a financial consumers' right to expect implementation of the most appropriate safeguards ensuring the confidentiality. integrity. and availability of their financial transactions. as well as their right to expect that all relevant personal information awfulI disclosed in the course MM YYYY FORMAT Numeric Numeric 01 to 12 VALUE

=2023 =0, Positive Inte ers Numeric =a. Positive integers =0. Positive integers Page 19 of 51

TERM Primary Fair Treatment of a transaction are confidential and secure Volume of complaints for the reporting period where the primary concern is about a financial consumer claiming to have been discriminated against on the basis of race. age, financial capacity. ethnicity. origin. gender. disability. health condition. sexual orientation. religious affiliation and practice. or political affiliation. or a financial consumer claiming to not have been treated fairly. honestly. and professional Iy at all stages of its relationship with the bank DEFINITION Primary Effective Recourse kep FO R MAT Numeric Volume of complaints for the reporting period where the primary concern is about financial consumers claiming to not have been provided with accessible. affordable independent. fair. accountable. timely. and efficient means for resolving concerns. inquiries and requests about their finencia transactions Primary Protection of Consumer Assets against Fraud and Misuse ANNEX A VALUE

=0. Positive Integers Secondary Disclosu re and Transparency Volume of complaints for the reporting period where the primary concern is the bank's failure to ensure protection of Financial Consumers' deposits and other assets, against internal or external fraud or misuse Numeric Volume of complaints for the reporting period where the secondary concern is about clients not having a comprehensive understanding of the financial products or services that they are acquiring or availin Secondary Protection of Client Information =0. Positive integers N umeric Classification: GENERAL Volume of complaints for the reporting period where the secondary concern involves a financial consumers' right to expect implementation of the most appropriate safeguards ensuring the confidentiality. ritegrity. and availability of their financial transactions. as well as their right to expect that all relevant personal information awfulI disclosed in the course Nu meric =0. Positive integers Nu meric =0. Positive ritegers =0. Positive integers Page 20 of 31

TERM Secondary Fair Treatment of a transaction. are confidential and secure Volume of complaints for the reporting period where the secondary concern is about a financial consumer claiming to have been discriminated against on the basis of race. age. financial capacity. ethnicity. origin. gender. disability, health condition. sexual orientation. religious affiliation and practice, or political affiliation. or a financial consumer claiming to riot have been treated fairly. honestly. and professional Iy at all stages of its relationship with the bank. DEFINITION Secondary Effective Recourse kept FORMAT Nu meric Volume of complaints for the reporting period where the secondary concern is about financial consumers claiming to not have been provided with accessible. affordab!e. independent. fair. accou riteble. timely. and efficient means for resolving concerns. inquiries and requests about their financial transactions Secondary Protection of Consumer Assets against Fraud and Misuse AN N Ex A VALUE E Class/ficat/bn based on Demo9raph/CS. All new complaints received by each reporting Bank branch as of the reference month of the reporting quarter shall be classified based on demographic data on sex, age segment, and regional location. Rules on mandatory fields, no-value fields, and 'bther" fields stipulated above shall apply. Reporting banks should refer to the terms defined in this document to properly classify complaints according to demographic data.

=0, Positive Integers Volume of complaints for the reporting period where the secondary concern involves bank's failure to ensure protection of Financial Consumers' deposits and other assets. against internal or external fraud or misuse Nu meric Month Year TERM Branch of ACcou nt =0. Positive Integers Male Numeric Classification: GENERAL Month of re artin Year of re ortin Name of Branch of Account of the BSP-Su ervised Institution DEFINITION Volume of complaints for the re ortin eriod from male clients =0. Positive Integers eriod eriod MM FORMAT YWY N umeric Numeric 01 to 12 =2023 VALUE =0. Positive inte ers =0. Positive Inte ers Page 21 of 31

Female TERM Juridical Person Age Below 22 years old Volume of complaints for the reporting period from female clients Age 22 to 35 years old Volume of complaints for the reporting period from Juridica Persons Age 36 to 55 years old DEFINITION Volume of complaints for the reporting period from clients aged below 22 ears old Age 56 to 65 years old Volume of complaints for the reporting period from clients aged 22 to 35 ears old Age 66 years old and above Volume of complaints for the reporting period from clients aged 36 to 55 ears old NCR Volume of complaints for the reporting period from clients aged 56 to 65 ears old Numeric FORMAT CAR Volume of complaints for the reporting period from clients aged 66 ears old and above Numeric Region I Volume of complaints for the reporting period from clients residing in the National Capita Re ion Numeric AN N Ex A Region 11

=0. Positive Integers Numeric Volume of complaints for the reporting period from clients residing in the Cordillere Administrative Re ion VALUE Region 1/1 =0. Positive integers Numeric Volume of complaints for the reporting period from clients residin in Re ion I Region IVA =0. Positive Integers Numeric Volume of complaints for the reporting period from clients residin in Re ion 11 Region IVB =0. Positive Integers Numeric Volume of complaints for the reporting period from clients residin in Re ion 1/1 Region V =0, Positive integers Numeric Volume of complaints for the reporting period from clients residin in Re ion IVA Region Vl =0. Positive integers Numeric Volume of complaints for the reporting period from clients residin in Re ion IVB Region Vll =0. Positive integers Volume of complaints for the reporting period from clients residin in Re ionV Region Vl!I Nu meric =0. Positive integers Volume of complaints reporting period from residin in Re ion Vl Classification: GENERAL N umeric =0. Positive integers Volume of complaints for the reporting period from clients residin in Re ion Vll Numeric =0. Positive integers Volume of complaints for the reporting period from clients residin in Re ion Vlll Numeric =0. Positive Integers N umeric for the clients =0, Positive ritegers Numeric =0. Positive integers Numeric =0. Positive integers N umeric =0. Positive Integers Numeric =0. Positive integers =0. Positive integers =0. Positive integers Page 22 of 31

Region IX TERM Region X Region XI Volume of complaints reporting period from residin in Re ion IX Region XII Volume of complaints for the reporting period from clients residin in Re ionX Region XIIl DEFINITION Volume of complaints for the reporting period from clients residin in Re ion XI BARMM Volume of complaints for the reporting period from clients residin in Re ion XII for the clients Volume of complaints reporting period from residin in Re ion XIIl A Classificat/bn based on Status, All complaints received by each reporting Bank branch shall be classified based on their status as outstanding. terminated, or resolved complaints as of the specified period in the DET. They are further classified according to the aging of complaints and the nature of their resolution. Rules on mandatory fields, no-value fields, and "other" fields stipulated above shall apply. Reporting banks should refer to the terms defined in this document to properly classify complaints according to status. It should be noted that complaints escalated to the BSP shall be tagged as terminated in the reporting Bank's Financial Consumer Protection Assistance Mechanism monitoring and shall be counted in the BSP-referred complaints, For the purposes of BCCR Reporting, the following terms are defined as: Volume of complaints for the reporting period from clients residing in the Bangsamoro Autonomous Region in Muslim Mindenao Numeric FORMAT Numeric Nu meric ANNEX A for the clients

=0. Positive integers Numeric VALUE =0. Positive integers Numeric =0, Positive Integers Outstanding Complaints - Complaints undergoing the Bank's Financial Consumer Protection Assistance Mechanism that have not yet been resolved or terminated within the reporting period. Complaints that were discontinued in the Bank's Financial Consumer Protection Assistance Mechanism because of non-response from the complainant, withdrawal of complaint, in view of an ongoing judicial dispute, or escalation to the BSP Consumer Assistance Mechanism Numeric =0. Positive Integers Terminated Complaints - =0. Positive integers =0. Positive integers Resolved Complaints - Classification: GENERAL Complaints that were settled in the Bank's Financial Consumer Protection Assistance Mechanism wherein the Bank and the complainant agreed on an acceptabie Page 23 of 31

Month Field Name Year Branch of ACcou nt TOTAL Outstanding Complaints as of the Reference Month Outstanding Complaints Received on Reference Month Aging 0-7 days resolution to the concern which can be fully in favor, partially in favor, or not in favor of the complainant, Month Year Definition Branch of Account Outstanding Complaints Received on Reference Month Aging 8-15 days Total volume of complaints Chat are outstanding as of the end of the reference month of the re artin eriod Volu me of complaints received within the reference month. that have aged from 0-7 days. that are outstanding as of the end of the reference month of rhe re ortin eriod Outstanding Complaints Received on Reference Month Aging more than 15 days MM Volume of complaints received within the reference month. that have aged from 8-15 days. that are outstanding as of the end of the reference month of the re artin eriod Format YYYY Outstanding Complaints Received During the Months previous to the Reference Month but still fall within the same Reporting Quarter Numeric AN N Ex A Numeric Volu me of complaints received within the reference month, that have aged more than 15 days. that are outstanding as of the end of the reference month of the re Qinn eriod Value Numeric 01 to 12 Total Outstanding Complaints Received from the Previous Reporting Quarter/s

=2023 =0. Positive inte ers Volume of complaints received during the month(SI previous to the reference month but still falling within the same reporting quarter. that are outstanding as of the end of the reference month of the re ortin eriod =0. Positive integers Numeric TOTAL Terminated Complaints in the Reference Month =0. Positive integers Volume of complaints received from ahe previous reporting quarter(s). that are outstanding as of the end of the reference month of the re ortin eriod Numeric =0. Positive Integers Total Volume of complaints that were terminated (for valid reasons. ex. no complainant response, withdrawal of complaint. or in view of ongoing judicial dispute jin the reference month of the reporting period. Numeric Classification: GENERAL =0. Positive integers Including Complaints that were terminated in the BSI's FCPAM due to escalation of the coin laint to BSP. Numeric =0. Positive Integers Numeric =0. Positive integers =0. Positive integers Page 24 of 31

Terminated Complaints Received on Reference Month Aging 0-7 days Field Name Volume of complaints received within the reference month. that have aged from 0-7 days. that were terminated Ifor valid reasons. ex. no complainant withdrawal of response. complaint. or In view of ongoing judicial disputejin the reference month of the reporting period Definition Terminated Complaints Received on Reference Month Aging 8-15 days including Complaints that were terminated in the BSI's FCPAM due to escalation of the coin laint to BSP. Numeric Volume of complaints received within the reference month. that have aged from 8-15 days. that were terminated (for valid reasons. ex. no complainant withdrawal of response. complaint. or In view of ongoing judicial dispute) in the reference month of the reporting period Format Terminated Complaints Received on Reference Month Aging more than 15 days ANNEX A Value

=0, Positive integers Including Complaints that were terminated in the BSI's FCPAM due to escalation of the coin hint to BSP. Numeric Volume of complaints received within the reference month, that have aged more than 15 days. that were terminated Ifor valid reasons. ex. nO complainant response. withdrawal of complaint. or in view of ongoing judicial dispute) in the reference month of the reporting period Terminated Complaints Received During the Month(SI Previous to the reference month but still fall within the same reporting quarter =0. Positive integers ncluding Complaints that were terminated in the BSI's FCPAM due to escalation of the coin laint to BSP Nu meric Volume of coinp!aints received during the month(SI previous to the reference month but still falling within the same reporting quarter. that were terminated (for valid reasons. ex. no complainant response. withdrawal of complaint. or in view of ongoing judicial dispute) in the reference month of the reporting period Classification: GENERAL =0, Positive integers ncludin Coin laints that Numeric >=0. Positive integers Page 25 of 51

Field Name were terminated in the BSI's FCPAM due to escalation of the complaint to BSP. Total Terminated Complaints Received from the Previous Reporting Quarter/s Definition TOTAL Resolved in the Reference Month Volume of complaints received from the previous reporting quarter(s) that were terminated Ifor valid reasons. ex. no complainant response withdrawal of complaint orin view of ongoing judicial dispute) in the reference month of the re ortin eriod Resolved Complaints Received on Reference Month Aging 0-7 days Format Resolved Complaints Received on Reference Month Aging 8-15 days Total volume of complaints that were resolved in the reference month of the re ortin eriod AN N Ex A Value Volume of complaints received within the reference month that have aged from 0-7 days. that were resolved in the reference month of the re artin eriod Numeric Resolved Complaints Received on Reference Month Aging more than 15 days Volume of complaints received within the reference month, that have aged from 8-15 days. that were resolved in the reference month of the re artin eriod Resolved Complaints Received During the Month(SI Previous to the reference month but still fall within the same reporting quarter Numeric

=0. Positive integers Volume of complaints received within the reference month. that have aged more than 15 days. that were resolved in the reference month of the re ortin eriod Numeric Total Resolved Complaints Received from the Previous Reporting Quarter/s Volume of complaints that are received during the month(s) previous to the reference month. but still falling within the same reporting quarter that were resolved in the reference month of the re artin eriod =0. Positive Integers Numeric Classification: GENERAL =0. Positive integers Volume of complaints received from the previous reporting quarter(s) that were resolved in the reference month of the re ortin eriod Numeric =0. Positive integers N umeric =0. Positive integers Numeric =0, Positive integers =0. Positive Integers Page 26 of 31

Resolved - Fully in Favor of Complainant Field Name Resolved - Partially in Favor of Complainant Resolved - Not in Favor of Complainant Volume of complaints that were resolved fully in favor of complainant in the reference month of the re ortin eriod G, Classy7?bation based on Status of BSP-felt;;fled complaints Definition Volume of complaints that were resolved partially in favor of complainanrin the reference month of the re ortin eriod All complaints received by each reporting Bank branch from the BSP Consumer Assistance Mechanism shall be classified based on their status as outstanding, terminated, resolved, ongoing or concluded mediation, and ongoing or concluded adjudication as of the specified period in the DET, They are further classified according to the aging of complaints and the nature of their resolution. Rules on mandatory fields. no-value fields, and 'bther" fields stipulated above shall apply. Reporting banks should refer to the terms defined in this document to properly identify complaints according to the status of its BSP-referred complaints. For the purposes of BCCR Reporting, the following terms are defined as: Outstanding BSP-Referred Complaints - BSP-Referred Complaints undergoing the BSP Consumer Assistance Mechanism that have been referred to bank and have not yet been resolved or terminated within the reporting period. Terminated BSP-Referred Complaints - BSP-Referred Complaints that were discontinued in the BSP Consumer Assistance Mechanism because of withdrawal or non-activity from the complainant or escalation to the BSP Mediation or Adjudication processes. Volume of complaints that were resolved not in favor of complainant in the reference month of the re ortin eriod N umeric Format Numeric ANNEX A Value Numeric

=0. Positive integers =a. Positive integers =0. Positive integers Resolved BSP-Referred Complaints - Classification: GENERAL BSP-Referred Complaints that were settled in the BSP Consumer Assistance Mechanism wherein the Bank and the complainant agreed on an acceptable resolution to the concern which can be fully in favor (i. e. complete reimbursement, agreement to customer request, or customer confirmed that the concern is resolved), partially in favor (i. e. partial reimbursement or agreement to customer request), or not in favor of the Page 27 of 31

Month Year Field Name Branch of Account TOTAL BSP referred Complaints for the reference Month TOTAL Outstanding BSP referred Complaints as of the reference Month Month Year Outstanding Complaints referred by BSP on the reference Month Aging 0-7 days complainant (i. e. no reimbursement or nori￾agreement to customer request). Definition Branch of ACcou nt Total Volun\e of BSP referred complaints in the reference month of the reporting eriod Total Volume of BSP referred complaints that are outstanding as of the end of the reference month of the re ortin eriod Outstanding Complaints referred by BSP on reference Month Aging 845 days MM Volume of BSP referred complaints that were referred within the reference month. have aged from 0-7 days. and are outstanding as of the end of the reference month of the reporting eriod Format YYYY ANNEX A N umeric Outstanding Complaints referred by BSP on reference Month Aging more than 15 days Numeric Volume of BSP referred complaints that were referred within the reference month. have aged from 8.5 days. and are outstanding as of the end of the reference month of the reporting eriod Numeric 01 to 12 Value

=2023 Outstanding Complaints referred by BSP during the month(SI previous to the Reference Month but still falling within the same Reporting Quarter =0. Positive inte ers Numeric =0. Positive Integers Volume of BSP referred complaints that were referred within the reference month, have aged more than 15 days. and are outstanding as of the end of the reference month of the reporting eriod =0. Positive Integers Total Outstanding Complaints referred by BSP from the Previous Reporting Quarter/s Numeric =0. Positive Integers Volume of BSP referred complaints that were referred during the month(SI previous to the reference month but still falling within the same reporting quarter. and are outstanding as of the end of the reference month of the re ortin eriod Classification: GENERAL N umeric =0. Positive Integers Volume of BSP referred complaints that were referred during the previous reporting quarter(SI. and are outstandin as of the end of Numeric =0. Positive integers N umeric =0, Positive integers =0. Positive Integers Page 28 of 31

Field Name Total Terminated BSP￾Referred Complaints as of the Reference Month the reference month of the reporting period Definition Terminated Complaints referred by BSP on reference Month Aging 0-7 days Total Volume of BSP referred complaints that were that were terminated In the reference month of the reporting period Including Complaints that were terminated in the BSP CAM due to escalation of the complaint for Mediation or Ad'udication Format Volume of BSP referred complaints that were referred within the reference month. that have aged from O-7 days and were terminated in the reference month of the reporting period Terminated Complaints referred by BSP on reference Month Aging 8-15 days N umeric AN N Ex A Value Including Complaints that were terminated in the BSP CAM due to escalation of the complaint for Mediation or Ad'udication.

=0. Positive Integers Numeric Volume of BSP referred complaints that were referred within the reference month. that have aged from 8.5 days. and were terminated in the reference month of the reporting period Terminated Complaints referred by BSP on reference Month Aging more than 15 days ncluding Complaints that were terminated in the BSP CAM due to escalation of the complaint for Mediation or Ad'udication =0. Positive integers Numeric Volume of BSP referred complaints that were referred within the reference month, that have aged more than 15 days. and were terminated in the reference month of the reporting period Classification: GENERAL ncluding Complaints that were terminated in the BSP CAM due to escalation of the complaint for Mediation or Ad'udication =0. Positive integers N umeric >=0. Positive integers Page 29 of 31

Terminated Complaints referred by BSP during the Monthjs) previous to the Reference Month but still falling within the same Reporting Quarter Field Name Volume of BSP referred complaints that were referred during the month(s) previous to the reference month but still falling within the same reporting quarter and were terminated in the reference month of the reporting period Total Terminated Complaints referred by BSP from the Previous Reporting Quarter/s Definition Including Complaints that were terminated in the BSP CAM due to escalation of the complaint for Mediation or Ad'udication. Numeric Total Resolved BSP￾Referred Complaints as of the Reference Month Format Volume of BSP referred complaints received from the previous reporting quarter(s) that were terminated in the reference month of the reporting period Resolved Complaints referred by BSP on reference Month Aging 0-7 days ANNEX A Including Complaints that were terminated in the BSP CAM due to escalation of the complaint for Mediation or Ad 'udication.

=0. Positive Integers Value Resolved Complaints Complaints referred by BSP on reference Month Aging 8-}5 days Total Volume of BSP referred complaints that were resolved in the reference month or the reporting eriod N umeric Volume of BSP referred complaints that were referred within the reference month that have aged from 0.7 days and were resolved in the reference month of the re ortin eriod Resolved Complaints referred by BSP on reference Month Aging more than 15 days =0. Positive integers Volume of BSP referred complaints that were referred within the reference month that have aged from 8-15 days and were resolved in the reference month of the re ortin eriod N umeric Classification: GENERAL Numeric Volume of BSP referred complaints that were referred within the reference month that have aged more than 15 days end were resolved in the reference n, arith of the reporting eriod =0. Positive integers Numeric =0. Positive Integers N umeric =0. Positive Integers =0. Positive integers Page 30 of 31

Resolved Complaints Referred by BSP during the Month(s) previous to the Reference Month but still falling within the sem Reporting Quarter Field Name Total Resolved Complaints that were referred by BSP from the Previous Reporting Quarter/s Volume of BSP-escalate complaints received durin the month(s) previous to th reference month but sti falling within the sam reporting quarter that wer resolved in the reference month of the reporting eriod Definition Complaints referred by BSP categorized as Resolved - Fully in favor of complainant Volume of BSP referred complaints that were referred from the previous reporting quarter(SI and were resolved in the reference month of the reporting eriod Complaints referred by BSP categorized as Resolved - Partially in favor of complainant Numeric Format Complaints referred by BSP categorized as Resolved - Not in favor of complainant Volume of BSP referred complaints that were resolved fully in favor of complainant in the reference month of the reporting eriod AN N Ex A BSP Referred Complaints that are under BSP mediation Volume of BSP referred complaints that were resolved partially in favor of complainant in the reference month of the reporting eriod Numeric

=0. Positive integers Value BSP Referred Complaints That Have Completed BSP Mediation Volume of BSP referred complaints that were resolved not in favor of complainant in the reference month of the reporting eriod Numeric =0. Positive Integers BSP Referred Complaints That Are Under BSP Adjudication Volume of BSP referred complaints that are under BSP mediation as of the end of the reference month of the re ortin eriod Numeric BSP Referred Complaints where the BSP Adjudication process has been completed Volume of BSP referred complaints. where the BSP mediation process has been completed as of the end of the reference month of the re ortin eriod =0. Positive integers Numeric Classification: GENERAL Volume of BSP referred complaints that are under Adjudication by BSP as of the end of the reference month of the re arun eriod =0. Positive integers N umeric Volume of BSP referred complaints, where the BSP Adjudication process has been completed as of the end of the reference month of the re ortin eriod =0. Positive integers Numeric =0, Positive integers Numeric =0. Positive integers Numeric =0. Positive integers =0. Positive integers Page 31 of 31