Regulatory Alerts2017-02-15
Guidance Note No. 1 of 2017 – Minimum Complaints Handling Procedures for Capital Markets Licensees in Zambia
The Securities and Exchange Commission of Zambia mandates capital markets licensees to implement standardized internal complaints handling procedures. Licensees must establish written policies, maintain a centralized electronic database with unique tracking numbers, and adhere to strict response timelines for acknowledgment, investigation, and final resolution. Additionally, regulated entities are required to disclose complaint processes transparently, conduct biannual root-cause analyses, and submit standardized half-yearly reports to the Commission for regulatory oversight.
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