Circular Letter No. 3880 — Dispenses on the Submission of Information Regarding Direct Evaluation of Ombudsman Service Quality

The Head of the Department of Citizen Service (Deati), using the authority granted by Article 23, item I, letter 'a' of the Internal Regulations of the Central Bank of Brazil, annexed to Ordinance No. 84,287, of February 27, 2015, and considering the provisions of Circular No. 3,881, of March 7, 2018,

RESOLVES:

Article 1. The submission of information regarding the direct evaluation of the quality of service provided by the ombudsman to clients and users by commercial banks, multiple banks, investment banks, savings banks, and credit, financing, and investment companies must be carried out using Document ARDR001.

Article 2. The layout and filling instructions for preparing and submitting the document mentioned in Article 1 are available on the Central Bank of Brazil's website at http://www.bcb.gov.br/?ARDR.

Sole Paragraph. The submission of the document must be carried out using the File Transfer System (STA) application, as provided for in Circular Letter No. 3,588, of March 18, 2013, available on the Central Bank of Brazil's website.

Article 3. Institutions must submit the following information regarding each conclusive response provided by the ombudsman:

I – Institution's CNPJ (Corporate Taxpayer Registry Number);

II – Client or user's CPF/CNPJ (Individual Taxpayer Registry Number/Corporate Taxpayer Registry Number);

III – Date and time of the ombudsman's response;

IV – Ombudsman's response channel;

V – Date and time of the evaluation's availability to the client or user;

VI – Date and time of the evaluation performed by the client or user;

VII – Evaluation response channel;

VIII – Score for item 1 of the evaluation; and

IX – Score for item 2 of the evaluation.

Article 4. The evaluation must be made available to clients and users regarding products and services in relation to the service covered by Article 6, item I of the main text, and letter 'a' of item III of § 1 of Resolution No. 4,433, of July 23, 2015.

§ 1. The evaluation must measure the client's or user's satisfaction with the solution presented by the ombudsman for the demand and with the quality of the service provided, and must have the following content:

I – item 1 – "on a scale of 1 to 5, where 1 is the lowest satisfaction level and 5 is the highest satisfaction level, evaluate the solution presented by the ombudsman for your demand"; and

II – item 2 – "on a scale of 1 to 5, where 1 is the lowest satisfaction level and 5 is the highest satisfaction level, evaluate the quality of the service provided by the ombudsman".

§ 2. The eventual inclusion of other criteria in the evaluation process must be presented to clients or users after items 1 and 2 described in § 1, and must not be submitted in the document referred to in Article 1.

Article 5. The document referred to in Article 1, which is submitted monthly, must be sent by the 5th (fifth) business day following the end of the respective reference month (base date).

§ 1. The reference month (base date) corresponds to the month in which the evaluation was performed or the month of expiration of the evaluation period when not performed, observed that:

I – for the purpose of expiring the evaluation period, the period provided for in item III of Article 1 of Circular No. 3,881, of 2018, must be considered; and

II – in cases where the conclusive response is sent by the financial institution via correspondence, the period mentioned in item II of Article 1 of Circular No. 3,881, of 2018, must start from the date of its receipt by the client or user.

§ 2. The preparation and submission of the document referred to in Article 1 are mandatory, even in cases where no service was provided by the ombudsman in the reference month.

Article 6. The preparation and submission of the document referred to in Article 1 regarding the reference month of July 2018 must include only services provided by the ombudsman from the date of entry into force of this regulation.

Article 7. This Circular Letter enters into force on July 2, 2018.

Carlos Eduardo Rodrigues da Cunha Gomes