Modifications to the General Provisions on Service to Users of Retirement Savings Systems

DOF: 17/12/2019

MODIFICATIONS to the General Provisions on matters of service to users of the Retirement Savings Systems.

Alongside, a seal with the National Coat of Arms, which says: United Mexican States.- TREASURY.- Ministry of Finance and Public Credit.- National Commission for the Retirement Savings System.

MODIFICATIONS TO THE GENERAL PROVISIONS ON MATTERS OF SERVICE TO USERS OF THE RETIREMENT SAVINGS SYSTEMS

The President of the National Commission for the Retirement Savings System, based on what is provided in articles 1st, 2nd, 3rd, 5th 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 of Security and Social Services of State Workers;

1st, 2nd fraction III and 8th. first paragraph of the Internal Regulations of the National Commission of the Retirement Savings System, and

CONSIDERING

That on November 16, 2018, the
General Provisions on matters of service to users of retirement savings systems were published in the Official Journal of the Federation with the object of regulating the minimum characteristics of Service that Administrators must provide to Users in relation to the administration of their individual accounts;

That in said provisions, various obligations that Administrators must fulfill were established to carry out correct observance of these provisions, which implies the development or modification of processes and mechanisms related to service to Users of the Retirement Savings Systems and that for this reason their modifications were published on January 17, 2019 and August 2, 2019;

That in order for regulated entities to be able to correctly implement what is established in the aforementioned provisions, it is necessary to grant them a longer transition period, which avoids partial and ineffective observance of the norm; likewise, the order of the content of articles 60 and 61 is changed for better understanding; therefore, it has been deemed appropriate to issue the following:

MODIFICATIONS TO THE GENERAL PROVISIONS ON MATTERS OF SERVICE TO USERS OF THE RETIREMENT SAVINGS SYSTEMS

UNIQUE .- Articles 60, 61 and the Sole Transitional Article, fractions II, IV, VII, VIII, IX, X, XI, XII, XIII, XIV, XV, XVI, XVII, XVIII, XIX, XXI, XXII, and XXIV are MODIFIED to read as follows:

Article 60 .

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

Article 61 . Administrators must carry out the necessary actions in order 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 actions carried out.

" SOLE ARTICLE .- ...

I.

...

II.

Chapter II "Of the Public Attention Branches and Attention Modules of the
Administrators", Section II "Of the Annual Coverage Program", article 10, relating to the Annual Coverage Program, must be presented for the first time before the Commission on the first business day of April 2020;

III.

...

IV.

Chapter III "Of User Attention", Section I "Of the Advice and Information that the
Administrators must provide to Users", article 13, relating to the delivery of the Letter of User Rights in Registration, Transfer, Recertification procedures, its availability on the internet page, as well as its display in the Public Attention Branches and Modules of Attention, will enter into force on the first business day of April 2020. With regard to the sending of the User Rights Letter in Account Statements, it must be sent for the first occasion in the Account Statements corresponding to the first half of 2020, in accordance with the deadlines established by the Regulations of the Law of the Retirement Savings Systems and the General Provisions on matters of operations of the retirement savings systems.

The sending of the User Rights Letter corresponding to the years 2020 and subsequent ones, must be sent with the account statements corresponding to the third quarter of each year as established in article 13, subsection a) of these present general provisions;

V.

...

VI.

...

VII.

Chapter III "Of User Attention", Section I, "Of the Advice and Information that the
Administrators must provide to Users", article 16, relating to notifications that Administrators must make to Users about the status of Queries or Clarifications and Procedures that they enter, will enter into force on the first business day of April 2020 ;

VIII.

Chapter III "Of User Attention", Section II, "Of the presentation of Service Requests"
, article 17, relating to the establishment of a specific procedure for the reception, registration, channeling, follow-up and conclusion of the Service Requests that must be documented in the Policies and Procedures Manual of the Administrators, will enter into force on the first business day of April 2020 ;

IX.

Chapter III "Of User Attention", Section II, "Of the presentation of Service Requests"
, article 18, relating to centralized registration, will enter into force on the first business day of April 2020 ;

X.

Chapter III "Of User Attention", Sections III and IV, "Of the Follow-up to Queries or
Clarifications and Procedures" and "Of the Attention to Service Requests that present a problematic", articles 19, 20, 25 and 26 relating to the design, development and implementation of a procedure that ensures management, Follow-up and conclusion of Queries or Clarifications and Procedures, as well as the identification of Service Requests that are pending resolution due to a problem and their Follow-up, will enter into force on the first business day of April 2020 ;

XI.

Chapter III "Of User Attention", Section IV, "Of the Follow-up of Complaints", the
articles 21 and 22, relating to the design, development and implementation of procedures for management, Follow-up and conclusion of Complaints, will enter into force on the first business day of April 2020;

XII.

Chapter III "Of User Attention", Section IV, "Of the Follow-up of Complaints", article
23, relating to informing Users, through the means defined, of the status of the Complaints, will enter into force on the first business day of April 2020 ;

XIII.

Chapter III "Of User Attention", Section IV, "Of the Follow-up of Complaints", article
24, relating to establishing some means that allows receiving, registering and generating an acknowledgment of receipt and Folio of Complaint or Service for any Complaint that Users present, will enter into force on the first business day of April 2020 ;

XIV.

Chapter IV "Of Service Levels and Evaluations of Service to Users", Section I,
"Service Levels", articles 27 and 34, relating to the definition of Service Levels, as well as only that concerning compliance with said Service Levels so that Administrators have Public Attention Branches referred to in article 4, will enter into force on the first business day of April 2020;

XV.

Chapter IV "Of Service Levels and Evaluations of Service to Users", Section I,
"Service Levels", article 28, relating to establishing their own measurement parameters, will enter into force on the first business day of April 2020;

XVI.

Chapter IV "Of Service Levels and Evaluations of Service to Users", Section I,
"Service Levels", article 30, relating to the appointment system that Administrators have, will enter into force on the first business day of April 2020 ;

XVII.

Chapter IV "Of Service Levels and Evaluations of Service to Users", Section I,
"Service Levels", article 32, relating to the priority attention scheme, will enter into force on the first business day of April 2020 ;

XVIII.

Chapter IV "Of Service Levels and Evaluations of Service to Users", Section I,
"Service Levels", article 33, relating to the recording of waiting times and times of attention, will enter into force on the first business day of April 2020 ;

XIX.

Chapter IV "Of Service Levels and Evaluations of Service to Users", Section III "Of
the criteria of the Service provided by Administrators", article 36, relating to the establishment of the methodology to measure their Service Levels, will enter into force on the first business day of April 2020 ;

XX.

...

XXI.

Chapter V "Of Service Agents and Call Center Personnel",
Sections II, III, IV and V "Of the Registration of Service Agents" and "Of the Program of Training of Administrators", "Of Control Exams" and "Of the Responsibility of Administrators for the acts carried out by their Service Agents", with the exception of articles 46, 47 and 54, will enter into force on the first business day of April 2020 ;

XXII.

Chapter V "Of Service Agents and Call Center Personnel", Section
III, "Of the Training Program of Administrators", articles 46 and 47, relating to the Training Manual of Service Agents and training programs, will enter into force on the first business day of April 2020 ;

XXIII.

...

XXIV.

Chapter VI "Of the User Attention Supervision System called SISAT", article
66, relating to updating in the SISAT, will enter into force on the first business day of July of 2020 .

TRANSITIONAL CLAUSES

FIRST .- These modifications will enter into force on the next business day after their publication in the Official Journal of the Federation.

SECOND .- With the entry into force of these modifications, all those provisions that contravene these are repealed.

Mexico City, December 12, 2019.- The President of the National Commission for the System for Retirement Savings, Abraham E. Vela Dib .- Initials.

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