Regulatory Alerts2021-03-31
Added · Updated
Circular to Mobile Payment Companies on Complaint Handling Procedures
The Central Bank mandates that mobile payment companies must include a complaint reference number in the confirmation of receipt for all customer complaints, as required by Article 9/b of the Internal Procedures for Handling Consumers’ Complaints. Additionally, the Central Bank will verify that customers have first referred their issues to the company using the reference number or previous response before processing any subsequent complaints. This directive applies to all mobile payment companies under the authority of the Central Bank.
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