Regulatory Alerts2023-11-14
Guidance and Benchmarks on Customer Service Delivery for Financial Institutions
The regulator issued this appendix to establish comprehensive guidance and performance benchmarks for customer service delivery across financial institutions. It mandates specific operational standards, including maximum waiting times of three to five minutes per customer, fifteen-day resolution periods for internal complaints and external disputes, and standardized quarterly reporting protocols. These requirements address identified service gaps by enforcing transparent pricing, accessible premises, effective help-desk systems, and consistent staff conduct to ensure equitable client treatment.
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