Regulatory Alerts2022-10-20
Circular to Banks and Financial Institutions No. 2022-08 of October 20, 2022
The Central Bank of Tunisia issued Circular No. 2022-08 to establish minimum requirements and internal control rules for banks and financial institutions regarding the effective, free, and confidential handling of customer complaints. The regulation mandates that institutions implement dedicated complaint-handling units, provide multiple reception channels, and issue written responses within fifteen working days while maintaining a centralized IT system for tracking and reporting. Furthermore, it requires annual management reports, periodic internal audits every three years, and the submission of standardized statistical declarations to ensure continuous oversight and compliance.
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