Regulatory Alerts2019-01-03
Added · Updated
Instruction No. 019 on the Management of Customer Complaints
Instruction No. 019 mandates Credit Institutions and Microfinance Institutions in the Democratic Republic of Congo to establish an internal complaint management system comprising a central unit, secondary reception units, defined procedures, and IT tracking. It requires institutions to resolve complaints within 45 calendar days, inform clients of their rights and procedures, assign unique reference numbers, and retain case files for at least ten years. Clients must first exhaust internal channels before appealing to the Central Bank of Congo, which also has a 45-day deadline to respond; non-compliance with these provisions subjects institutions to legal and regulatory sanctions.
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