Regulatory Alerts2020-12-03
Added · Updated
Circular to Mobile Payment Companies
The Central Bank of Jordan mandates that mobile payment companies must include a complaint reference number in the acknowledgment of receipt for all customer complaints, as required by Article 9/b of the Internal Procedures Instructions for Handling Complaints. This directive ensures that the Central Bank can verify whether a customer has previously contacted the company before processing any subsequent complaints. The regulation applies to all mobile payment companies under the authority of the Central Bank of Jordan.
In the name of God, the Most Gracious, the Most Merciful
[Central Bank of Jordan Logo]
Number: 15606 / 27 / 4 Date: 18 / 4 / 1442 AH Corresponding to: 3 / 12 / 2020 AD
Circular to Mobile Payment Companies
Greetings,
Based on the provisions of Article (18) of the Internal Procedures Instructions for Handling Complaints of Financial and Banking Service Providers' Customers No. (2017/1) dated 28/8/2017, and in light of the volume of complaints received by the Central Bank regarding mobile payment companies, we would like to inform you that the Central Bank, upon receiving any complaint, will first verify that the customer has contacted the company, either through the complaint reference number and/or by receiving a response from the company to their complaint. Accordingly, we emphasize the necessity of adhering to the provisions of Article (9/b) of the same instructions, which stipulate that the acknowledgment of receipt of a complaint must include a complaint reference number.
In this regard, we emphasize the importance of handling customer complaints in a professional, efficient, and effective manner, ensuring that you adopt best practices to preserve customer rights, the company's reputation, and customer trust.
Please accept our highest regards,
Governor Dr. Ziad Fariz
P.O. Box 37 • Amman 11118 Jordan • Tel 4630301 • Fax 4638889 • Website: www.cbj.gov.jo • Email: info@cbj.gov.jo