Regulatory Alerts2021-08-01
Added · Updated
Circular on Replacing Free Complaint Lines with Other Contact Methods
The Central Bank of Jordan permits banks and financial companies to replace the mandatory free telephone line for receiving customer complaints with landline or mobile phone numbers. This authorization is conditional upon the requirement to record all incoming and outgoing calls made through these alternative communication channels. The directive amends the operational obligations under Article 3/8 of the Instructions for Internal Procedures for Dealing with Complaints of Customers of Financial and Banking Service Providers.
In the Name of Allah, the Most Gracious, the Most Merciful
[Logo of the Central Bank of Jordan] [Logo of the Jordanian Centenary]
Reference No.: 4/27/11167 Date: 18/8/1442 AH Corresponding to: 28/8/2021 AD
Circular to all Banks operating in the Kingdom and Financial Companies subject to the supervision and oversight of the Central Bank of Jordan
Greetings,
With reference to the provisions of Article (3/8) of the Instructions for Internal Procedures for Dealing with Complaints of Customers of Financial and Banking Service Providers No. (2017/1) dated 2017/8/28, which obligates the service provider to provide a free telephone line to receive complaints. We request to inform you of the possibility of replacing the free line for receiving complaints with another means of communication (landline and/or mobile phone), with the necessity of adhering to the recording of all incoming/outgoing calls through these lines.
Please accept our highest regards,
[Signature] Governor Dr. Ziad Faris