General Provisions on Service to Users of the Retirement Savings Systems — SHCP — MX

DOF: 16/11/2018

GENERAL PROVISIONS ON SERVICE TO USERS OF THE RETIREMENT SAVINGS SYSTEMS

A seal with the National Coat of Arms appears on the margin, which reads: United Mexican States.- Ministry of Finance and Public Credit.- National Commission for the Retirement Savings System.

GENERAL PROVISIONS ON SERVICE TO USERS OF THE RETIREMENT SAVINGS SYSTEMS

The President of the National Commission for the Retirement Savings System, based on the provisions of Articles 1, 2, 3, 5 fractions I, II, VII, XIV, XV, and XVI, 12 fractions I, VI, VIII, and XVI, 18, 18 bis, 25, 30, 36, 37, 37 A, 53, 58, 74, 74 bis, 74 ter, 89, 90 fractions II and XIII, 91, 99, 111, and 113 of the Law of the Retirement Savings Systems; 106 of the Law of the Institute for Security and Social Services of State Workers; 1, 2 fraction III, and 8, first paragraph of the Internal Regulations of the National Commission for the Retirement Savings System, and

CONSIDERING

That the Law of the Retirement Savings Systems establishes the public order and social interest nature of the regulation of the functioning of retirement savings systems and their participants, among which are the Retirement Fund Administrators (Administradoras).

That this Law provides that Administradoras are financial entities that habitually and professionally dedicate themselves to the administration of individual accounts of Users, in order to obtain adequate profitability and security in the investments they make. Furthermore, in the fulfillment of their functions, they must attend exclusively to the interest of the Users.

That part of the administration functions of the individual account lies in providing services through the attention and follow-up given to requests, procedures, and complaints presented by Users and their beneficiaries through the means made available by the Administradoras.

That between the period from 2011 to the close of September 2018, the Commission received 22,454 User inquiries, of which 6,382, practically 1 in every 4, corresponded to complaints, which, when attended by this Commission, revealed omissions in the User attention process and deficiencies attributable to the lack of training of the Administradoras' staff in charge of providing attention to Users.

That despite the trend to migrate service attention channels to non-presential and personalized means that reduce the operational costs of the Participants of the Retirement Savings Systems and expedite the requests presented by Users and their beneficiaries; 10,553,139 of the Administradoras' Users belong to an age range above 55 years of age, a sector of the population that is typically not familiar with the use of such technologies.

That through the supervisory powers conferred upon this Commission, deficiencies have been detected in the processes of attending to requests, as well as in the identification and attention to complaints, so it is necessary to incentivize the generation of processes for the reception, routing, and follow-up of requests, as well as the homogenization of the criteria that the service staff of the Administradoras has to identify complaints, attend to them, and provide the corresponding follow-up.

That it is fundamental that the Administradoras maintain updated and homogenized the information they provide to Users or their beneficiaries regarding the Retirement Savings Systems, their rights established in the corresponding Social Security Laws, and the services they provide.

That as of October 2018, resulting from inspection visits carried out at the ten Administradoras in operation, all were recommended to implement or strengthen their service levels towards the User in their Policies and Procedures Manuals, as well as their schemes for evaluating the satisfaction of their services by Users and their beneficiaries, which evidences the need for regulatory intervention in the sector to promote continuous improvement in the services provided by the Administradoras.

That as of October 2018, only two of the ten Administradoras in operation included customer service topics in their training programs for Service Agents.

That as of October 2018, it was detected that approximately half of the installed capacity of the Administradoras related to their public attention points is insufficient to effectively attend to the demand for service requests presented; a situation that could tend to worsen given the growth in employment formality over the last 5 years.

That as of August 2018, according to measurements carried out by this Commission, the waiting and attention times in five of the ten Administradoras in operation were above the average observed in the industry.

That due to deficiencies attributable to the Administradoras regarding the information provided by the staff that attends to requests, their service processes, or problems with their systems, a large number of Users fail to initiate or conclude their procedures, which generates greater expense for the User in terms of travel and attention time, as well as significant costs for the Administradoras for incomplete procedures.

That derived from the considerations exposed, it is necessary to establish general service guidelines, as minimum standards, to which the Administradoras must adhere, allowing in turn continuous improvement regarding the free development of their business models and the competitive differentiation of their services.

That the Ministry of Finance and Public Credit through this Commission, has complied with what is established in Article 78 of the General Law of Regulatory Improvement, as well as in Article Fifth of the "Agreement that establishes the guidelines that must be observed by the dependencies and decentralized organisms of the Federal Public Administration, regarding the issuance of general administrative acts to which Article 69-H of the Federal Administrative Procedure Law applies", with the simplification actions consisting of the elimination of two obligations in the General Provisions on financial matters of the retirement savings systems, in addition to the important benefits that these provisions generate for the Retirement Savings System and Users in general, with which it is accredited that greater benefits are generated than the costs incurred, therefore it has deemed it appropriate to issue the following:

GENERAL PROVISIONS ON SERVICE TO USERS OF THE RETIREMENT SAVINGS SYSTEMS

INDEX

CHAPTER I
GENERAL PROVISIONS

CHAPTER II
OF THE PUBLIC ATTENTION BRANCHES AND ATTENTION MODULES OF THE ADMINISTRADORAS

SECTION I
OF THE FUNCTIONS OF THE PUBLIC ATTENTION BRANCHES AND ATTENTION MODULES OF THE ADMINISTRADORAS

SECTION II
OF THE ANNUAL COVERAGE PROGRAM

CHAPTER III
OF USER ATTENTION

SECTION I
OF THE ADVICE AND INFORMATION THAT THE ADMINISTRADORAS MUST PROVIDE TO USERS

SECTION II
OF THE PRESENTATION OF SERVICE REQUESTS

SECTION III
OF THE FOLLOW-UP TO INQUIRIES OR CLARIFICATIONS AND PROCEDURES

SECTION IV
OF THE FOLLOW-UP OF COMPLAINTS

SECTION V
OF THE ATTENTION TO SERVICE REQUESTS THAT PRESENT A PROBLEMATIC

CHAPTER IV
OF THE SERVICE LEVELS AND EVALUATIONS OF USER SERVICE

SECTION I
OF THE SERVICE LEVELS

SECTION II
OF USER SATISFACTION WITH THE SERVICE

SECTION III
OF THE EVALUATION CRITERIA OF THE SERVICE PROVIDED BY THE ADMINISTRADORAS

CHAPTER V
OF THE SERVICE AGENTS AND TELEPHONE ATTENTION CENTER STAFF

SECTION I
OF THE FUNCTIONS AND OBLIGATIONS OF THE SERVICE AGENT AND TELEPHONE ATTENTION CENTER STAFF

SECTION II
OF THE REGISTRATION OF SERVICE AGENTS

SECTION III
OF THE TRAINING PROGRAM OF THE ADMINISTRADORAS

SECTION IV
OF THE CONTROL EXAMINATIONS

SECTION V
OF THE RESPONSIBILITY OF THE ADMINISTRADORAS FOR THE ACTS CARRIED OUT BY THEIR SERVICE AGENTS

CHAPTER VI
OF THE USER ATTENTION SUPERVISION SYSTEM CALLED SISAT

CHAPTER VII
OF THE CONTACT CENTERS OF THE RETIREMENT SAVINGS SYSTEMS

CHAPTER VIII
OF THE DISSEMINATION

GENERAL PROVISIONS ON SERVICE TO USERS OF THE RETIREMENT SAVINGS SYSTEMS

CHAPTER I
GENERAL PROVISIONS

Article 1. These General Provisions aim to regulate the minimum Service characteristics that Administradoras must provide to Users in relation to the administration of their individual accounts.

Article 2. For the purposes of these General Provisions, in addition to the definitions indicated by the Law, its Regulations, as well as the General Provisions on matters of operations of the retirement savings systems, the following shall be understood in singular or plural:

I.
Attention Channels, the presential or non-presential means and any other means that the Administradoras enable for the attention of Service Requests presented by Users;

II.
User Rights Letter, the document through which Administradoras make known to Users their rights considering what is provided in these provisions;

III.
Telephone Attention Center, the telephone communication medium that Administradoras make available to Users free of charge in order to provide them with information and attention regarding the administration of the Individual Account and the Services they provide in relation to the Retirement Savings System;

IV.
Inquiry or Clarification, the request for information or doubt presented to the Administradora by Users through the Attention Channels;

V.
Control Examination, the examination applied by the Independent Third Party to Service Agents, in order to verify their technical capabilities;

VI.
Service Agent Training Manual, the manual that Administradoras design to carry out the training of Service Agents;

VII.
Attention Modules, the temporary or permanent Attention Channel that Administradoras make available to Users, in order to cover the demand for Service Requests;

VIII.
Service Levels, the measurement parameters that Administradoras define specifically to provide attention to Service Requests in terms of these Provisions;

IX.
Conclusion Notification, the communication that the Administradora delivers to the User to inform them about the conclusion of their Service Request;

X.
Annual Coverage Program, the planning of the attention that Administradoras must offer to their Users through their Attention Channels considering the compliance with their Service Levels;

XI.
Problematic, any Procedure that presents a forced wait due to an action not attributable to the Administradora;

XII.
Complaint, the expression of dissatisfaction that a User presents regarding any Procedure, Inquiry, or Clarification that is received through the Attention Channels enabled by the Administradora for its reception;

XIII.
Service Agent Registration, the database of the Administradora in which it will register its Service Agents, in terms of these General Provisions;

XIV.
Follow-up, the set of actions that the Administradora must carry out to inform the status of the Service Requests that Users present through the Attention Channels;

XV.
Service, the set of activities that the Administradora carries out with the purpose of attending to the interest of Users in relation to the administration of their individual accounts and in accordance with the Service Levels provided;

XVI.
SISAT, the user attention supervision system, through which Administradoras attend to Service Requests presented by Users through the Commission;

XVII.
Service Request, the request presented to the Administradora for the attention and solution of any Procedure, Inquiry, Clarification, Complaint, and its Follow-up, presented by a User regarding the administration of the Individual Account;

XVIII.
Public Attention Branch, any office of an Administradora destined to provide presential attention to the Service Requests of Users;

XIX.
Independent Third Party, the natural or legal person that Administradoras hire to elaborate and apply the Control Examinations to Service Agents;

XX.
Procedure, the set of actions that at the request of a User, Administradoras must carry out to attend to the operational processes established in the General Provisions issued by the Commission related to the administration of their individual account, and

XXI.
User, any Worker or beneficiary thereof, or legal representative who presents a Service Request before an Administradora.

Article 3. Administradoras must ensure that the Service provided to Users, through the different Attention Channels, adheres to the principles established by each Administradora as well as the following:

I.
Timeliness. The recognition and granting of benefits or advantages that correspond to Users at the moment they are entitled to them by law;

II.
Efficiency. The functional aptitude in the operational management of Administradoras that allows Users to receive the Conclusion Notification of Service Requests in accordance with applicable regulations and the Service Levels established by the Administradora;

III.
Collaboration. The actions that Administradoras must carry out with Participants in the retirement savings systems and Social Security Institutes for the attention of Users;

IV.
Continuous Improvement. The commitment assumed by Administradoras to carry out a process of analysis and diagnosis in order to implement actions to establish their processes focused on Service and improve Service Levels, and

V.
Excellence. The commitment to carry out the necessary actions in order to reach and maintain the highest Service Level established by the Administradora, in the attention to Service Requests or to analyze and propose an alternative solution.

CHAPTER II
OF THE PUBLIC ATTENTION BRANCHES AND ATTENTION MODULES OF THE ADMINISTRADORAS

SECTION I
OF THE FUNCTIONS OF THE PUBLIC ATTENTION BRANCHES AND ATTENTION MODULES OF THE ADMINISTRADORAS

Article 4. Administradoras must have Public Attention Branches and may have Attention Modules, according to their demand and compliance with their Service Levels, whose object will be to attend to the Service Requests presented by Users.

Article 5. Administradoras must designate a responsible person in the Public Attention Branches, Attention Modules, and other Attention Channels they enable, who must ensure at all times the continuity of the Services offered within the established hours, as well as the compliance with the Service Levels defined by the Administradoras in terms of these provisions, except in the cases of exception established in the General Provisions on matters of operations of the retirement savings systems.

The responsible persons mentioned in this article must report to the Administradora all information related to the Services provided.

The Administradora must ensure the correct coordination of the Services offered in its Attention Channels and will verify integrally that they are granted to Users in accordance with the principles referred to in these Provisions, in order to solve any Service Request.

Article 6. Public Attention Branches and Attention Modules, as well as the Service Agents of said branches and Attention Modules, must be fully identified to Users and signed with the name of the Administradora.

Article 7. Administradoras may implement Attention Modules in order to cover the attention needs of their Users, in the places they deem pertinent, considering what is established in the previous article.

Administradoras must implement adequate measures to safeguard the confidentiality, security, and integrity of User information and comply with Service Levels. Likewise, said Attention Modules must provide the following:

I.
The attention of Service Requests within the attention hours, and

II.
The issuance of management reports.

Article 8. Administradoras that implement mobile or itinerant Attention Modules in public places must inform their target audience of the places, days, and hours in which they will be located to provide Services to Users through the Attention Channels they consider pertinent.

Article 9. Administradoras may not condition the attention of Service Requests to the acquisition of any financial or commercial product other than those offered by the Administradora.

SECTION II
OF THE ANNUAL COVERAGE PROGRAM

Article 10. Administradoras must have an Annual Coverage Program through which they can choose the attention and service mechanisms that best adapt to the needs of Users considering the demand for services requested by them and the compliance with their Service Levels.

The Annual Coverage Program will cover from January 1 to December 31 of each year and must be presented to the Commission on December 15 of each year or the next business day.

Any modification or update made to their Annual Coverage Program must be notified to the Commission within a period not exceeding 20 business days after it has been made.

The Annual Coverage Program must contain at minimum the following:

I.
The analysis of the following information:

a)
Number of Users of the Administradora and their geographical distribution, of the current year and projected for the following year;

b)
Number of Service Agents and staff that attend to Users in each of their Attention Channels;

c)
Number of Users attended in each of the presential Attention Channels in the current year and projected for the following year, and

d)
Number of Users attended through other Attention Channels of the current year and projected for the following year;

II.
User attention strategy based on the analysis of demand indicating the following:

a)
Attention Channels that will be available to Users to cover the demand of the following year considering the geographical location of their Users;

b)
The measures that the Administradora will implement to cover the demand complying with its Service Levels, and

c)
The list of Service Requests that will be attended in each of its Attention Channels.

III.
Criteria used by the Administradora to determine that the Annual Coverage Program satisfies the projected Service demand and the compliance with its Service Levels.

CHAPTER III
OF USER ATTENTION

SECTION I
OF THE ADVICE AND INFORMATION THAT THE ADMINISTRADORAS MUST PROVIDE TO USERS

Article 11. Administradoras must have available to Users through the means they consider pertinent, in all Public Attention Branches, Attention Modules, Telephone Attention Centers, and Internet page, the updated information of their respective addresses, days and hours of attention, phone numbers, and the name of the responsible person mentioned in Article 5 of these provisions.

The days on which Public Attention Branches, Attention Modules, and Telephone Attention Centers cease to be available to Users must be communicated through the Attention Channels of the Administradoras with 10 business days of advance notice.

Article 12. Administradoras must provide Users with updated information in accordance with current regulations and homogeneous in their different Attention Channels, regarding the Retirement Savings Systems, the administration of individual accounts, their rights in social security matters, and the Service Requests presented by them, as well as the requirements, documents, and deadlines contemplated in the Law, its Regulations, the Social Security Law, the Law of the Institute for Security and Social Services of State Workers, the Law of the National Housing Fund for Workers, the Law for the Protection and Defense of Financial Services Users, and the Provisions issued by the Commission.

Article 13. Administradoras must deliver to Users a User Rights Letter in the following terms:

a)
In all account statements they send in terms of what is established in the Law of the Retirement Savings Systems, the Regulations of the Law of the Retirement Savings Systems, and the General Provisions on matters of operations of the retirement savings systems, corresponding to the third quarter of each year. In all cases, they must conserve evidence of the sending of the User Rights Letter.

b)
In Registration, Transfer, and Recertification Procedures through the means the Administradora considers pertinent, conserving the evidence that accredits the receipt of the User Rights Letter by the User.

The User Rights Letter must be visible in Public Attention Branches and Attention Modules, as well as available on their internet page for User consultation at any time.

The User Rights Letter must contain at minimum the following information:

I.
User Rights regarding the administration of their Individual Account, such as issuance of account statements, attention and follow-up of Service Requests, and access to information;

II.
List of Attention Channels;

III.
Attention process to enter and follow up on an Inquiry or Clarification and Complaint that

present the User to the Administrator, as well as their response times;

IV.

Means available for the User to consult the following information:

Requirements to submit a Service Request;

Updated list of Specialized Units, Public Service Branches and

Service Modules, with their respective addresses, days and hours of service,

phone numbers and name of the person responsible for each one, and

Matrix of In-person, non-in-person and mixed Service Requests;

Data of the National Commission for the Protection and Defense of Users of Financial

Services for the receipt of complaints, and

VI.

Service Levels defined by the corresponding Administrator corresponding to fractions II, III and V of

Article 27 of these General Provisions.

The Commission will notify the Administrators of the format to prepare the User's Bill of Rights.

The evidence of the sending and receipt of the User's Bill of Rights indicated respectively

in subsections a) and b) of the first paragraph of this article, must be measurable and auditable.

Article 14. Administrators may incentivize the use of non-in-person channels for the receipt and

attention of Service Requests from Users, for which they may develop and implement

digital or mobile mechanisms. The mechanisms implemented by the Administrators must comply with

the General Provisions on operations of retirement savings systems.

In this sense, Administrators must prepare a matrix of In-person, non-in-person and mixed Service Requests, which they must publish on their website and make known to Service Agents and Call Center staff.

Article 15. Administrators must make available to Users in a visible and

permanent manner, in their Public Service Branches, Service Modules, and any other

means of

consultation available, the requirements and documents necessary to submit each of the Service Requests

that Administrators attend to. On the website, in addition to the requirements and documents,

they must inform the procedures, as well as the means for their Tracking and the response deadlines for

each one.

To this effect, Administrators must ensure that the information provided

in said

Service Channels is updated, homogeneous and compliant with applicable regulatory provisions.

Article 16. From receipt, Administrators will have a maximum period of five business days

to notify Users, through the means they define, of the status or result

of the Inquiries or Clarifications they present.

In those cases where the deadline to conclude the Process exceeds 15 business days, the

Administrators must notify Users, prior to the result thereof and within a maximum

period of 5 business days counted from their receipt, the status of the Process entered.

Unless in those cases where Users receive a certificate in terms of the General

Provisions on operations of retirement savings systems or those resolved

at the moment of their receipt, Administrators must notify Users of the status of the

Processes entered, within a maximum period of 5 business days counted from the result of the process that

they operate to provide a solution in accordance with applicable regulations.

The notification that Administrators make to Users must comply with the following:

In concluded requests, the Conclusion Notification must contain at least:

The Complaint or Service Folio assigned by the Administrator;

The reasons why the Administrator considers the Inquiry or

Clarification, or Process, concluded;

The contact means of the Administrator to resolve any doubt regarding the

response issued, and

Name and area to which the person responsible for issuing the Notification

conclusion belongs;

II.

In non-concluded requests, the notification must contain at least:

The Complaint or Service Folio assigned by the Administrator;

The reasons why the Administrator has not been able to resolve the Inquiry or

Clarification or Process;

The actions that the Administrator or the User must carry out to resolve the

Inquiry or Clarification or Process;

The contact means of the Administrator to resolve any doubt regarding

the

response issued, and

Name and area to which the person responsible for issuing the response

of non

conclusion belongs.

Administrators must preserve the evidence of notifications made to Users to

inform them of the status of the Inquiries or Clarifications and Processes referred to in this article, which

must be measurable and auditable.

SECTION II

OF THE SUBMISSION OF SERVICE REQUESTS

Article 17. Administrators must establish a specific procedure for the receipt, the

registration, routing, Tracking and conclusion of all Service Requests that Users

present in person, by phone, electronically or in writing, in their Public Service Branches

and Service Modules, or by any other means they make available to Users.

The

procedure established by Administrators must be documented in their Policy and

Procedure Manual, specifying activities, times and controls for each phase of the procedure.

Administrators must provide Users with a receipt for each Service Request

that is presented in writing and must inform them of the response deadline for the requests

presented by them.

Under no circumstances may Administrators reject writings presented by Users to

express a Complaint or make an Inquiry or Clarification and Tracking.

Article 18. Administrators must have a centralized register that allows capturing, at the latest

on the next business day, all Service Requests presented by Users in their Service Channels,

which must be measurable and auditable.

The register must assign the Complaint or Service Folio in terms of those referred to in the

General Provisions on operations of retirement savings systems, which

must be made known to the User.

SECTION III

OF THE TRACKING OF INQUIRIES OR CLARIFICATIONS AND PROCESSES

Article 19. Administrators must design, develop and implement a procedure that

ensures the management, Tracking and conclusion of Inquiries or Clarifications and Processes that Users present,

which must guarantee their attention within the solution deadlines provided for in the

applicable regulations.

The procedure defined by Administrators, in terms of the preceding paragraph, must be established in

their Policy and Procedure Manuals and be available to Service Agents and staff

of the Call Center that provides attention to Users in their different Service Channels,

in order to provide homogeneous information on the status of Service Requests.

Article 20. Administrators must attend to Tracking requests that Users

present even if the deadline provided for in these General Provisions or in the General Provisions on

operations of retirement savings systems, as applicable, has not

concluded.

SECTION IV

OF THE TRACKING OF COMPLAINTS

Article 21. Administrators must design, develop and implement a procedure that

ensures the management, Tracking and conclusion of Complaints that Users present, which must

guarantee their attention within the solution deadlines provided for in the applicable regulations.

The procedure established by Administrators, in terms of the preceding paragraph, must be

established in their Policy and Procedure Manuals and be available to Service Agents

and Call Center staff that provide attention to Users in their different

Service Channels, in order to provide updated and homogeneous information on the status of

Complaints.

Article 22. Each month, Administrators must inform the General Director and the Regulatory Controller

of the details of the Complaints presented by Users. The Regulatory Controller of the Administrator must

inform their Governing Body of Complaints that have not been attended to within regulatory times or those

established by the Administrator and keep them available to the Commission.

Article 23. From receipt, Administrators will have a maximum period of five business days

to inform Users, through the means they define, of the status of Complaints, complying with the following:

In those cases where a Conclusion Notification is issued, the Administrator must

consider at least:

The Complaint or Service Folio assigned by the Administrator;

The reasons why the Administrator considers the Complaint concluded or resolved;

The contact means of the Administrator to resolve any doubt regarding the

response issued, and

Name and area to which the person responsible for issuing the Notification of

conclusion belongs;

II.

In non-concluded requests, it must contain at least:

The Complaint or Service Folio assigned by the Administrator;

The reasons why the Administrator has not been able to resolve the Complaint; or

The actions that the User must carry out or, in its case, the actions that the

Administrator will carry out to resolve the Complaint;

The contact means of the Administrator to resolve any doubt regarding

the

response issued, and

Name and area to which the person responsible for issuing the response

of non

conclusion belongs.

The delivery of information to Users on the status of their Complaints must be measurable

and

auditable.

Article 24. Administrators must use any means that allows receiving, registering and generating

a receipt and Complaint or Service Folio for every Complaint presented by Users in relation to their

Individual Account, the Retirement Savings System or the conduct of their Service Agents and other

staff who provide direct attention to Users. In the case that the Complaint is presented by phone,

the corresponding Complaint or Service Folio must be provided in the impossibility of generating

receipt.

Likewise, Administrators must preserve the evidence of notifications sent to Users,

which must be available to the Commission and must be measurable and auditable.

SECTION V

OF THE ATTENTION OF SERVICE REQUESTS THAT PRESENT A PROBLEMATIC

Article 25. Administrators must receive, register and identify Service Requests that are

pending resolution due to a Problematic. To this effect, Administrators must determine the area that will be responsible for concentrating the information derived from the

Service Requests entered through any Service Channel.

Article 26. Administrators must inform Users who present Service Requests

with a Problematic, of the Tracking they have carried out in order to provide a solution to such requests and,

preserve the corresponding evidence available to the Commission.

CHAPTER IV

OF SERVICE LEVELS AND USER SERVICE EVALUATIONS

SECTION I

SERVICE LEVELS

Article 27. Administrators must define their Service Levels, considering as minimum, the

following criteria:

Availability of information on Retirement Savings Systems, the Individual Account

and the Service Requests that Users can make to the Administrator;

II.

In case of having an appointment-based service model, functionality of the

appointment system regarding availability to schedule them and the Service Channels available to

perform them;

III.

The waiting time to be attended by the Service Agent who will carry out the attention

of the Service Requests of Users who have not previously made an appointment,

which in no case may exceed 90 minutes;

IV.

The attention time by the Service Agent who carries out the attention of the

Service Requests in their In-person Service Channels according to the average time

that such attention lasts, and

Availability of information on the status of Service Requests in their

different Service Channels.

Article 28. Administrators must establish their own measurement parameters to evaluate:

Assignment and Tracking of Complaint or Service Folios presented by Users,

provided for in the General Provisions on operations of retirement savings

systems, for all Service Requests they receive directly from

Users. Additionally, the Administrator may establish any other mechanism that

allows individualizing and making attention more efficient;

II.

Level of knowledge of Service Agents and Call Center staff

who provide attention to Users regarding requirements, documents, deadlines and

operational procedures facing the User to which individual accounts are

subject in order to corroborate that it is updated and appropriate to the functions

that they perform;

III.

User satisfaction with the Services provided by the Administrator;

IV.

Quality of facilities whose building, furniture and general services are

proportional to the influx of people received in their In-person Service Channels;

The number of Service Requests that can be made through non-in-person Service Channels;

VI.

Ratio of concluded Service Requests to requested Service Requests, and

VII.

Volume of Complaints regarding the number of Service Requests received.

Article 29. Public Service Branches and Service Modules of Administrators

must comply with the fixed hours established by the Administrator and published in their different Channels

of Attention, except in cases of exception established in the General Provisions on

operations of retirement savings systems.

Article 30. Administrators that have their own appointment system to receive Users

who so require, must inform them previously of the requirements and documents they must

present.

The waiting time for the attention of Users who have an appointment may not exceed 20

minutes counted from the hour in which it was scheduled.

In case the User has a scheduled appointment and does not appear at the established time,

they may be attended by the Administrator as a User without an appointment.

The system for assigning appointments must allow scheduling them for attention within 15 business days

after the day of the request made by the User for those Service Requests that are not

contemplated in the General Provisions on operations of retirement savings systems.

Article 31. In case the Administrator does not have appointment availability, it must allow the

User to come to make their Service Request without a prior appointment and guarantee that their request is attended in accordance with what is established in these provisions, or else, enable the mechanisms that are necessary

to receive their request.

Under no circumstances shall the Service be conditioned on the User making a prior appointment, therefore

their Service Request must be attended to in case they decide to come without an appointment to a Public Service Branch

or Service Module of the Administrator, except for those Processes in which other

provisions so establish.

Article 32. Administrators will strive to have a priority attention scheme in order to
guarantee accessibility to their facilities and services in a dignified and safe manner for Users who for some congenital or acquired reason present one or more deficiencies of a physical, mental, intellectual or

sensory nature, whether permanent or temporary and who for this reason are prevented from receiving a service on equal conditions with others.

Article 33. The record of waiting times and attention times to Users must be

measurable, auditable and available to the Commission at any time.

Article 34. Public Service Branches, Service Modules, Call Centers,

as well as the website, chat or email of Administrators, must comply with

Service Levels according to what is provided for in this section, adopting all necessary measures to ensure compliance. To this effect, Administrators must define their

own Service Levels and register them in their Policy and Procedure Manuals, which

must be available to the Commission at any time.

Likewise, Administrators must establish continuous improvement processes that allow them

to identify and carry out necessary corrective actions when compliance with their Service Levels

is not met. Continuous improvement processes must be available to the Commission at

any time.

SECTION II

OF USER SATISFACTION WITH THE SERVICE

Article 35. The Commission will design and apply annually, through a survey company, a

survey on quality in User Service, which will serve to evaluate the Service of

Administrators. The results will be published on the Commission's website.

SECTION III

OF THE EVALUATION CRITERIA OF THE SERVICE THAT

PROVIDED BY ADMINISTRATORS

Article 36. Administrators must establish the methodology that allows them to measure their

Service Levels considering as minimum those established in these provisions.

Article 37. Administrators must carry out the measurement of their Service Levels referred to in

the previous article on a quarterly basis and the result must be sent annually within the first 60 natural days of the year to the unit designated by the Commission.

Article 38. Administrators may obtain certifications in customer service matters in order to

improve their level of competence and institutional capabilities in the Services they provide to

Users.

Article 39. The certifications obtained by Administrators may be national or international

in matters of Customer Service or Complaint Management in the following categories:

Institutional certifications at the organizational level, and

II.

Individual certifications of Service Agents.

CHAPTER V

OF SERVICE AGENTS AND CALL CENTER STAFF

SECTION I

OF THE FUNCTIONS AND OBLIGATIONS OF THE SERVICE AGENT AND OF THE

CALL CENTER STAFF

Article 40. Functions of Service Agents and Call Center staff of

the Administrator that provides attention to Users are:

Execute the activities established by the Administrator in their Policy Manual

and

Procedure.

II.

Advise Users on:

Characteristics and requirements for the granting of pensions provided by

Social Security Institutes;

Information on the administration of their Individual Account;

Service Requests related to their Individual Account, providing to the

Users with the necessary information and documentation to carry them out;

Deadlines to which Administrators are subject for the attention of Service Requests

in accordance with applicable regulations;

Basic knowledge of the functioning of Investment Societies;

Processes that the Administrator, as well as Social Security Institutes

must execute for the solution of Service Requests related to their Individual Account;

Problematics in their Individual Account, as well as the management that must be executed in order

to promote their solution, and

Obligations of Administrators towards Users;

III.

Receive and manage Service Requests presented by Users, according to what

has been defined by the Administrator in their Policy and Procedure Manual, and give the

corresponding information, for which they must:

Identify the User;

Review and, if applicable, verify the information and documentation presented by

Users;

Receive and register in the Administrator's systems the Service Requests

presented by Users, and

Maintain the confidentiality of the information to which they have access due to the

performance of their functions.

Service Agents and Call Center staff, in addition to the obligations

indicated in this article, must know the necessary procedures regarding receipt,

registration, routing, Tracking, and Notification of the conclusion of Service Requests

presented to the Administrator.

Service Agents and Call Center staff of the Administrator that provide

attention to Users must provide information on the status of Service Requests

when so requested by Users. When the User requests an Inquiry related to the balance

of their Individual Account, they may be informed in accordance with the internal definitions that each

Administrator disposes of.

SECTION II

OF THE REGISTRATION OF SERVICE AGENTS

Article 41. Administrators must verify that persons who hire or subcontract to

act as Service Agents meet the following requirements:

Completed secondary education studies;

II.

Successfully accredit the selection, evaluation, hiring or

subcontracting processes that apply to the Administrator, in accordance with their Policy Manuals

and

Procedure;

III.

Have the necessary technical capacity to perform the functions of Service Agent, which

will be accredited with the certificate of approval of the exams applied to them by

the Administrator;

IV.

Have initial training prior to exercising their functions as Service Agent;

No finding of disqualification or suspension by the Commission to hold employment, position, or commission, and

VI.

In the event of being selected for the application of the Control Exams referred to in

Section IV of this Chapter, pass them with the minimum required grade.

The Administradoras must have properly integrated files with the information and documentation that proves that their Service Agents meet the requirements to serve as such and keep them available to the Commission.

Article 42. The Administradoras, in accordance with their Policies and Procedures Manuals,
shall assign a registration number to each Service Agent whenever they meet the requirements referred to in these general provisions. The registration number shall be non-transferable and the Service Agent shall be responsible for its proper use.

The Administradoras shall not allow a person to perform activities characteristic of a Service Agent, in the name and on behalf of the Administradora, until such time as they prove having met the corresponding requirements and obtain the Service Agent Registration Number from the Administradora.

Article 43. The Administradoras must have a Registry of Service Agents which must
contain the following information:

The information necessary for the integration of the Service Agent file established in the General Provisions regarding operations of the retirement savings systems;

II.

Service Agent Number;

III.

Date of registration with the Administradora;

IV.

History of training received to perform their functions;

Results of evaluations or exams applied by the Administradora;

VI.

Results of the Control Exams, if applicable;

VII.

Customer Service Channels to which they are assigned, and

VIII.

Status of the Service Agent.

The Administradoras shall be responsible for keeping the information in their Registry of Service Agents up to date and for preserving, for a period of 2 years, the history of those Service Agents who have been deactivated. Likewise, the Administradoras shall be responsible for ensuring that the information contained in said registry is truthful and must keep the evidence supporting it, which shall be available to the Commission.

SECTION III

OF THE TRAINING PROGRAM OF THE ADMINISTRADORAS

Article 44. The Administradoras shall be responsible for ensuring that their Service Agents, as well as the
personnel of the Call Center providing attention to Users through their Customer Service Channels, are trained at least in the following topics through a training program:

Regulatory framework of the Retirement Savings System;

II.

Voluntary Savings;

III.

Characteristics and requirements for the granting of pensions provided by the Social Security Institutes;

IV.

Characteristics of the Individual Account;

Service Requests related to Individual Accounts;

VI.

Actions that must be executed by both the Administradoras, the Operating Company as well as the Social Security Institutes for the resolution of Procedures related to individual accounts;

VII.

Problems to which individual accounts are subject, as well as the management that must be executed in order to promote their resolution;

VIII.

Attributes of an Individual Account and the coexistence of said attributes with the different Procedures;

IX.

Deadlines to which the Administradoras are subject for the attention of Service Requests;

Basic knowledge regarding the investment of resources in the Individual Account;

XI.

Code of Ethics, and

XII.

Obligations of the Administradoras towards Users.

Article 45. The training program implemented by the Administradoras based on their
Training Manual for Service Agents or those they define for Call Center personnel, must contain measurable and auditable actions, such as:

The duration of the training courses which must be fulfilled according to the number of hours annually established by each Administradora, setting the dates on which they will be held;

II.

The criteria they use to evaluate the knowledge acquired during the courses of training;

III.

The number of exams that will be applied during the training courses, and

IV.

Results of the application of exams and the measures established by the Administradoras for Service Agents and Call Center personnel who have not passed them.

The exams referred to in fractions III and IV above shall be independent of the Control Exams applied by the Commission to evaluate the technical capabilities of Service Agents.

The Administradoras must provide in their training program the necessary mechanisms to give compliance to what is established in their Code of Ethics.

The Service Agent and Call Center personnel who prove having completed and approved the training program shall receive a certificate thereof.

The Administradoras must keep available to the Commission the Training Manual for Service Agents and the training program referred to in this section.

Article 46. The compliance of the Service Agent training programs shall be evaluated
each year by the Regulatory Comptroller of the Administradora.

Article 47. The Training Manual for Service Agents and the training programs shall
be mandatory for each Administradora and in case of non-compliance they shall be subject to the sanctions provided by the Law.

SECTION IV

OF THE CONTROL EXAMS

Article 48. The Administradoras must apply Control Exams annually to 30% of their
Service Agents.

For such purposes, they must elaborate a program for the application of Control Exams, which must be available to the Commission.

Article 49. The Control Exams referred to in the previous article must be elaborated by
an Independent Third Party and submitted for consideration to the Commission.

Article 50. The Administradoras must ensure that the Independent Third Party is a natural or legal person who meets the following requirements:

Have experience in the evaluation of knowledge, skills, and competencies, with at least five verifiable years, and

II.

Have sufficient infrastructure and capacity to carry out the elaboration and application of Control Exams nationwide, as well as to guarantee the security and effectiveness of the tests.

The Administradoras must keep available to the Commission the certificates with which they prove that the proposed Independent Third Party meets the previous requirements.

Article 51. The program for the application of Control Exams must contemplate at least the following:

The design of Control Exams, including the methodology and procedure for their elaboration, as well as the description of their effectiveness in measuring technical capabilities;

II.

Calendar of exam application events with the periodicity that the Administradoras agree upon with the Independent Third Party, and

III.

Venues, dates, and times in which the exams will be applied to the Service Agents.

The Control Exams may be carried out in person or remotely, provided that the security and confidentiality of the exam content is guaranteed and authentication mechanisms are established for the person taking the exam.

The procedures and methodology for the application of the Control Exams must be found in the Policies and Procedures Manual.

Article 52. The Commission, in exercise of its supervisory powers, may attend any Control Exam application event for Service Agents.

Article 53. It shall be considered that Service Agents do not meet the technical capacity requirement
when they obtain a grade lower than 75% of the content of the Control Exam.

SECTION V

OF THE LIABILITY OF THE ADMINISTRADORAS FOR THE ACTS THAT THEY CARRY OUT THROUGH THEIR

SERVICE AGENTS

Article 54. The Administradoras are responsible for verifying that their Service Agents and other
personnel who provide direct attention to Users maintain the confidentiality of User information and their individual accounts.

The Electronic Media that the Administradoras make available to Service Agents and other personnel who provide direct attention to Users for the exercise of their functions must guarantee that, through them, User information is not stored in databases other than those used by the Administradora.

Article 55. The Administradoras must have a control procedure that allows them to verify
that the activities carried out by Service Agents and other personnel who provide direct attention to Users in the performance of their functions, adhere to and comply with the requirements provided in the general provisions issued by the Commission.

Article 56. The Administradoras must have procedures to receive and process Complaints that
Users present regarding the conduct of their Service Agents and other personnel who provide direct attention to Users. Such Complaints as well as the treatment given to them, must be available to the Commission.

Article 57. It is the exclusive authority of the Administradoras to receive, attend to, and resolve doubts or inquiries
presented by Service Agents regarding their registration and the provision of their Services, as well as to attend to conflicts that, if any, arise among them.

CHAPTER VI

OF THE USER ATTENTION SUPERVISION SYSTEM CALLED SISAT

Article 58. It is the obligation of the Administradoras to have the SISAT and designate a responsible person.

Article 59. The Administradoras must notify the Commission of the name, position, and contact data of the
SISAT responsible person, as well as notify within 5 business days thereafter any update or change of such information.

Article 60. The Administradoras must carry out the necessary management to attend to and resolve
the Service Requests that are channeled to them by the Commission through the SISAT and preserve the evidence of all and each of the management actions carried out.

Article 61. In cases where the User goes before the Commission and proves that they have not been attended
to by the Administradora or that no Follow-up has been given to their Service Request, said Request shall be sent to the Administradora through the SISAT and must be registered in the Administradora's systems as a Complaint.

Article 62. For the attention of Service Requests sent to them through the SISAT, the
Administradoras must observe the following:

Contact the Users in order to know the details of their Service Requests. The Administradora shall be responsible for validating the identity of the Users;

II.

Inform the Users about the way in which their Service Requests will be attended to and the Customer Service Channels to which they can turn to stay informed about the status of their requests;

III.

Must preserve the evidence of all and each of the contacts they have with the Users;

IV.

Matters assigned by the Commission through the SISAT must be attended to within the deadline established by the SISAT;

Include in the responses they direct to the Commission through the SISAT, documentary support by which they prove the status of the Service Requests. Requests that do not have the Conclusion Notification shall remain open until such time as the Administradora proves the Conclusion Notification;

VI.

For Service Requests assigned whose deadline for response in the SISAT is greater than 15 business days, the Administradora must inform the Commission and the User within a period no greater than 5 business days, the work plan that will be carried out to resolve the request, as well as the estimated date of conclusion or, if applicable, state the reasons why they are prevented from responding to what is requested by the User. The notification to the Commission must be made through the SISAT attaching the evidence of the communication sent to the User. Regardless of the deadline set to send the work plan, the Administradora must continue with the management and follow-up of the Service Request, in order to issue a Conclusion Notification;

VII.

The Administradora must ensure that responses directed to Users are sent physically or electronically, prior to being notified to the Commission through the SISAT. Responses directed to Users must be available to them whenever they are requested through any of their Customer Service Channels, and

VIII.

Responses directed to Users must contain, at least, the information established in fractions I and II of article 23 of these provisions. In case the Service Requests are not concluded, the Administradoras must carry out the Follow-up until total conclusion.

Article 63. The Administradoras shall be responsible for informing the personnel involved in the
attention of User Service Requests about the attention procedure, the responsibilities, the documents, and the statuses related to cases assigned through the SISAT in order to guarantee the attention of the requests.

Article 64. The Administradoras must inform the status of Service Requests that
have been assigned to them through the SISAT to Users who so request it through any of their Customer Service Channels.

Likewise, the Administradoras must in no case deliver to Users information that is issued between the Administradora, the Commission, the Operating Company, or the Institutes, in order to avoid confusing the User.

Article 65. All cases sent through the SISAT in which the Administradora does not prove the
attention to the initial request or its Follow-up and motivates the User to go back to the Commission, shall be notified to the Administradora through the SISAT for the corresponding attention and must consider them as a new Complaint.

Article 66. Based on the analysis of the responses that the Administradoras send to the Commission through
the SISAT, it shall determine when a Service Request is considered concluded. For all those Service Requests that have not been concluded by the Commission in the SISAT, the Administradoras must update in the SISAT every thirty calendar days the status of the request and inform the actions that have been carried out for its Follow-up and resolution.

Article 67. The Administradoras must exhaust up to the last instance to attend to Service Requests
within their competence. Any Service Request received by the Commission shall be channeled to the Administradora through the SISAT.

CHAPTER VII

OF THE CONTACT CENTERS OF THE RETIREMENT SAVINGS SYSTEMS

Article 68. In the user attention contact centers operated and administered by the
Operating Company of the National SAR Database, minimum Service Levels must be operated, which shall be determined by the Commission.

Article 69. The Operating Company of the National SAR Database shall be responsible for certifying
that the Service Levels established by the Commission are fully complied with.

Article 70. The Operating Company of the National SAR Database must ensure that the
personnel hired for User attention in the contact centers, has the training and necessary tools to provide orientation Services to Users.

Article 71. The Operating Company of the National SAR Database must have annual training plans for each of the contact centers it operates, in which it describes in detail
the program, topics, calendar, and training process for advisors, distinguishing between those that are for new personnel or reinforcement personnel.

The Operating Company must keep available to the Commission the training plans as well as the content thereof.

CHAPTER VIII

OF DISSEMINATION

Article 72. The Administradoras may attend the Afore Fairs convened by the Commission that are
held in public spaces or places even if they do not have branches in the metropolitan area where they are held. In such Fairs in which they participate, they must attend to Service Requests presented by Users; for such purpose, they must assign the Complaint or Service Folio provided in the General Provisions regarding operations of the retirement savings systems.

Article 73. The Administradoras must keep a report of the Complaint or Service Folios provided in
the General Provisions regarding operations of the retirement savings systems assigned for each case, as well as the detail of the type of Service performed and send this information to the Commission within a period no greater than ten business days counted from the celebration of the event.

Article 74. The Administradoras must promote and disseminate the events in which they will participate, both in
their Customer Service Channels and Call Centers, as well as on their Internet pages and Mobile Application.

TRANSITORY PROVISIONS

SINGLE ARTICLE.- These general provisions shall enter into force on the next business day following their publication in the Official Gazette of the Federation, with the exception of the following:

Chapter II "Of the Public Attention Branches and Attention Modules of the
Administradoras", Section I, "Of the Functions of the Public Attention Branches and Attention Modules of the Administradoras", article 5, regarding the designation of a responsible person in the Public Attention Branches and other Customer Service Channels, shall enter into force four months after its publication in the Official Gazette of the Federation;

II.

Chapter II "Of the Public Attention Branches and Attention Modules of the
Administradoras", Section II "Of the Annual Coverage Program", article 10, regarding the Annual Coverage Program, which for purposes of the Annual Coverage Program of 2019, on a one-time basis, must be presented to the Commission on the last business day of the month of March 2019;

III.

Chapter III "Of User Attention", Section I, "Of the Advice and Information that the
Administradoras must provide to Users", articles 11 and 12, regarding the information updated on addresses, days, hours, phone, and names of the service responsible persons that must be made available to Users in all Public Attention Branches, Attention Modules of the Administradoras, Call Center and internet page; the updated information in accordance with current regulations and homogeneous in their different Customer Service Channels; as well as solely what concerns the publication of fixed hours in the different Customer Service Channels referred to in article 29, shall enter into force four months after its publication in the Official Gazette of the Federation;

IV.

Chapter III "Of User Attention", Section I "Of the Advice and Information that the
Administradoras must provide to Users", article 13, regarding the delivery of the User Rights Letter in Registration, Transfer, Recertification procedures, its availability on the internet page, as well as its exhibition in the Public Attention Branches and Attention Modules, shall enter into force six months after its publication in the Official Gazette of the Federation. With respect to the sending of the User Rights Letter in the Account Statements, the one corresponding to the year 2019 must be sent on a one-time basis in the Account Statements corresponding to the first four-month period of 2019, in accordance with the deadlines established in the Regulations of the Law of the Retirement Savings Systems and the General Provisions regarding operations of the retirement savings systems, excepting on a one-time basis the information contained in fraction VI of article 13.

The sending of the User Rights Letter corresponding to the years 2020 and subsequent, must be sent with the Account Statements corresponding to the third four-month period of each year as established in article 13, subsection a) of these general provisions;

Chapter III "Of User Attention", Section I "Of the Advice and Information that the
Administradoras must provide to Users" article 14, regarding the incentive for non-presence channels for the attention of Service Requests, shall enter into force four months after its publication in the Official Gazette of the Federation;

VI.

Chapter III "Of User Attention", Section I "Of the Advice and Information that the
Administradoras must provide to Users" article 15, regarding the requirements, documents, and procedures necessary to attend to Service Requests that must have available in a visible and permanent manner in their Attention Modules of the Administradoras, internet page, and any other means of consultation, shall enter into force four months after its publication in the Official Gazette of the Federation;

VII.

Chapter III "Of User Attention", Section I, "Of the Advice and Information that the
Administradoras must provide to Users", article 16, regarding the notifications that the Administradoras must make to Users regarding the status of Inquiries or Clarifications and Procedures that they enter, shall enter into force six months after its publication in the Official Gazette of the Federation;

VIII.

Chapter III "Of User Attention", Section II, "Of the presentation of Service Requests
", article 17, regarding the establishment of a specific procedure for the reception, registration, channeling, follow-up, and conclusion of Service Requests that must be documented in the Policies and Procedures Manual of the Administradoras, shall enter into force four months after its publication in the Official Gazette of the Federation;

IX.

Chapter III "Of User Attention", Section II, "Of the presentation of Service
requests", article 18, regarding centralized registration, shall enter into force nine months after its publication in the Official Gazette of the Federation;

Chapter III "Of User Attention", Sections III and IV, "Of the Follow-up to Inquiries

o Clarifications and Procedures " and " Of the Attention of Service Requests that present a

problematic " articles 19, 20, 25 and 26 relating to the design, development and implementation of a

procedure that ensures the management, Monitoring and conclusion of Inquiries or

Clarifications and Procedures, as well as the identification of Service Requests that are pending

resolution due to a problematic issue and their Monitoring, will enter into force four months after

their publication in the Official Gazette of the Federation;

XI.

Chapter III " Of the Attention to Users ", Section IV, " Of the Monitoring of Complaints ", articles

21 and 22, relating to the design, development and implementation of procedures for

management, Monitoring and conclusion of Complaints, will enter into force four months after

their publication in the Official Gazette of the Federation;

XII.

Chapter III " Of the Attention to Users ", Section IV, " Of the Monitoring of Complaints ", article

23, relating to informing Users, through the means they define, of the status

of Complaints, will enter into force six months after their publication in the Official Gazette

the Federation;

XIII.

Chapter III " Of the Attention to Users ", Section IV, " Of the Monitoring of Complaints ", article

24, relating to establishing a means that allows receiving, registering and generating an acknowledgment

of receipt and Complaint or Service Folio for every Complaint presented by Users, will enter into force

four months after their publication in the Official Gazette of the Federation;

XIV.