Instruction Normative BCB No. 550 of November 14, 2024

Instruction Normative BCB No. 550 amends Instruction Normative BCB No. 265 to require financial institutions to store direct customer satisfaction evaluation data from their ombudsman components internally, thereby dispensing with the obligation to transmit this information to the Central Bank of Brazil. The regulation mandates the retention of specific data points, including institution and client identifiers, timestamps, channels, and evaluation scores, while explicitly exempting institutions not required to maintain an ombudsman office under Resolution CMN No. 4,860. This measure reduces regulatory reporting burdens by eliminating the submission requirement while preserving the internal storage of quality assessment records.

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Resolution No. 222

INSTRUCTION NORMATIVE
BCB NO. 550, OF NOVEMBER 14, 2024

Amends
Instruction Normative BCB No. 265, of March 31, 2022, to determine the mandatory storage of information regarding direct evaluations of the quality of service provided by the organizational component of the ombudsman to customers and users, dispensing with the transmission of this information to the Central Bank of Brazil.

The Head of the Institutional Service Department, in the exercise of the authority conferred upon him by Art. 23, item I, letter "a" of the Internal Regulations of the Central Bank of Brazil, annexed to Resolution BCB No. 340, of September 21, 2023, based on Art. 18 of Resolution CMN No. 4,860, of October 23, 2020, with the wording given by Resolution CMN No. 5,182, of October 31, 2024,

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Lineage: In force

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Source: Banco Central do Brasil — original document · Summary generated with machine assistance and reviewed before publication; the authoritative text is the regulator's original document. How RegAlert works