Circular dated April 22, 2021 regarding emphasizing non-discrimination between customers and providing a quick and free mechanism for dealing with complaints

$\frac{1}{2}$ A.

Cairo: April 22, 2021

To: Mr. Chairman of the Board of Directors

Bank of Egypt, greetings,

With reference to the instructions on protecting bank customers' rights issued on February 19, 2019, which established a clear framework defining how the banking sector should deal with its customers, ensuring they receive their rights through the application of principles of justice, transparency, and data confidentiality. These instructions included the necessity of treating customers based on the principle of justice and fairness, one of whose provisions stated: "The bank, payment service providers, their agents, or companies representing them must treat all customers at all stages of banking transactions without discrimination, based on the principles of justice, fairness, and credibility." This reinforces the necessity of non-discrimination between customers based on gender, educational qualification, job grade, or any other forms of discrimination.

In light of the above, and given that the aforementioned instructions included the necessity of establishing the required internal policies and procedures regarding the application of customer rights protection, I wish to emphasize the strict compliance with the requirement that these policies and procedures include the following:

1. Enhancing gender equality in all banking transactions, including loans and credit facilities.

2. Providing a rapid and free mechanism for dealing with customer complaints without discrimination, to be carried out in a fair, transparent, and effective manner.

Please accept the highest regards,

Tarek Amer