Regulatory Alerts2021-01-01
FSP Consumer Complaints Handling Questionnaire
The Regulator distributed this questionnaire to Financial Service Providers to collect detailed operational data on consumer complaints handling, compliance reporting workflows, and existing management systems. It requires institutions to disclose staff allocation, complaint channels, resolution timelines, and key performance indicators while evaluating their readiness for AI-augmented automation. The collected responses will directly inform the design and implementation of a centralized chatbot platform for automated complaint processing and core banking services.
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