CMN Resolution No. 4629 — Amends Resolution No. 4,433 of July 23, 2015, Regarding the Establishment and Operation of an Ombudsman Organizational Component

The Central Bank of Brazil, pursuant to Article 9 of Law No. 4,595 of December 31, 1964, makes public that the National Monetary Council, in a session held on January 25, 2018, based on Article 4, item VIII, of the aforementioned Law,

R E S O L V E D:

Art. 1 The Articles 8, 14, and 15 of Resolution No. 4,433 of July 23, 2015, shall enter into force with the following wording:

“Art. 8 ........................................................

I - provide wide publicity regarding the existence of the ombudsman, its responsibilities, and means of access, including in the communication channels used to disseminate products and services;

II - .............................................................

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c) registered and permanently updated in an information system, as established by the Central Bank of Brazil; and

III - implement an instrument for direct assessment of the quality of service provided by the ombudsman to clients and users.

Sole paragraph. The provision set forth in item III of the main text applies only to commercial banks, multiple banks, investment banks, savings banks, and credit, financing, and investment companies.” (NR)

“Art. 14. Institutions must publish semi-annually on their respective websites information regarding the activities developed by the ombudsman, including data related to the direct assessment of service quality referred to in item III of Article 8.” (NR)

“Art. 15. The Central Bank of Brazil may establish the content, format, frequency, and deadline for the submission of data and information regarding the activities of the ombudsman.” (NR)

Art. 2 This Resolution enters into force on July 2, 2018.

Art. 3 The sole paragraph of Article 14 of Resolution No. 4,433 of July 23, 2015, is hereby revoked.

Ilan Goldfajn
President of the Central Bank of Brazil