Regulatory Alerts2019-01-03
Added · Updated
Instruction No. 019 on the Management of Customer Complaints
Instruction No. 019 requires Credit Establishments and Microfinance Institutions in the Democratic Republic of Congo to establish an internal complaint management device, including a central unit, defined procedures, and IT systems. It mandates that institutions resolve complaints within 45 calendar days, provide unique reference numbers, and maintain records for at least ten years. If internal resolution fails, clients may escalate to the Central Bank of Congo, which also has a 45-day limit to respond. Institutions must submit quarterly statistical reports on complaint activities to the Central Bank.
More like this from BCC
We email you every new BCC publication the day it's published.
Topics
Share