Central Bank of Jordan Circular No. 10/1/27/61: Unified Complaint Classification System

In the Name of Allah, the Most Gracious, the Most Merciful

Central Bank of Jordan

Ref: 10/1/27/61
Date: 11/8/1441 AH
Corresponding to: 4/5/2020 AD

Circular to all banks and financial institutions subject to the supervision and oversight of the Central Bank of Jordan

Greetings,

With reference to the Internal Procedures Instructions for Handling Complaints from Customers of Financial and Banking Service Providers No. (1/2017) dated 28/8/2017, the provisions of which apply to financial and banking service providers subject to the supervision and oversight of the Central Bank of Jordan, and with the aim of establishing comprehensive classifications for complaints received by financial and banking service providers and unifying them for all sectors, it has been decided to adopt a unified schedule (attached) classified according to the aforementioned instructions. This schedule is to be adopted for the classification of complaints effective from the second quarter of 2020.

Please accept our highest respect,

Governor
Dr. Ziad Fariz

Attachment (1): Complaint Classification Table by Nature.

P.O. Box 37 • Amman 11118 Jordan • Tel: 4630301 • Fax: 4638889 • Website: www.cbj.gov.jo • Email: info@cbj.gov.jo

Category	Level 1 Information	Level 2 Information
Nature and Type of Complaint	Payment Services	Payment Services
		Payment via your e-invoices system through the service provider's portal or any other payment systems
	Electronic Services	Use of Online Banking services
		Automated Teller Machines (ATMs)
		Mobile Application Services
		SMS Service
	Fees and Charges	Fees imposed on products and services
		Charges imposed on services and products
		Late fees and penalties
	Interest Rates/Yields	Interest/Yields on deposits
		Interest/Yields on loans and credit cards
	Professional Conduct	Refusal to provide service
		Employee behavior
		Behavior of subsidiaries/agents
		Employee non-responsiveness in providing service
		Collection practices
	Payment Cards	Payment from credit and/or debit cards at merchants and point-of-sale terminals
		Payment from credit and/or debit cards via the internet
		Fraudulent transactions
		PINs
		Duplicate transaction entries
		Credit card payments
	Marketing of Services and Products	Advertising
		Sales process
	Contracts and Terms of Business	Agreements/Contracts
		Account transactions
		Product insurance
		Deposit products
		Credit products
		Non-issuance of product
		Procedures related to issuing letters of commitment and certificates of no objection
		Collection of checks/bounced checks
		Services provided by companies and stores contracted with the service provider/suppliers
	Work Environment	Difficulty contacting the service provider
		Delay in obtaining service
		Workplace
	Remittances	* Failure to remit the transfer on time
		Failure of the service provider to execute or deliver the transfer due to reasons beyond its control
		Failure to notify the customer about the transfer
		Refusal by the service provider to transfer
	Guarantors and Guarantees	Guarantees
		Guarantors
	Account Classification	Dormant accounts
	Credit Inquiry	Suspension/freezing of account/card for the purpose of updating data
	* Others

• Including salary transfers
  For example, due to regulatory requirements or correspondent banks, with details required
• Details regarding this must be entered