Regulatory Alerts2020-05-04
Added · Updated
Central Bank of Jordan Circular No. 10/1/27/61: Unified Complaint Classification System
The Central Bank of Jordan mandates that all supervised financial service providers adopt a unified complaint classification system starting from the second quarter of 2020. This directive replaces previous internal procedures with a standardized table categorizing complaints into specific types such as payment services, electronic banking, fees, interest rates, professional conduct, and contract terms. Financial institutions are required to use this attached schedule to classify all incoming customer complaints consistently across all sectors.
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
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