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

DOF: 02/08/2019

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

At the margin, 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 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 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 of Security and Social Services for 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 on November 16, 2018, the General Provisions on Service to Users of the Retirement Savings Systems were published in the Official Gazette of the Federation with the objective of regulating the minimum characteristics of Service that Administrators must provide to Users in relation to the administration of their individual accounts;

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

That in order for the 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, has deemed it appropriate to issue the following:

MODIFICATIONS TO THE GENERAL PROVISIONS ON SERVICE TO

USERS OF THE RETIREMENT SAVINGS SYSTEMS

SOLE.- Article Sole Transitional, fractions I, II, III, IV, V, VI, VII, VIII, IX, X, XI, XII, XIII, XIV XV, XVI, XVII, XVIII, XIX, XXI, XXII, and XXIV are MODIFIED to read as follows:

" SOLE ARTICLE. - ...

I.

Chapter II "Of the Public Attention Branches and Attention Modules of the Administrators", Section I, "Of the Functions of the Public Attention Branches and Attention Modules of the Administrators", article 5, regarding the designation of a responsible person in the Public Attention Branches and other Attention Channels, will enter into force on the first business day of January 2020;

II.

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

III.

Chapter III "Of User Attention", Section I, "Of the Advice and Information that the Administrators must provide to Users", articles 11 and 12, regarding the updated information on addresses, days, hours, phone and names of the service managers that must be made available to Users in all Public Attention Branches, Attention Modules of the Administrators, Telephone Attention Center and internet page; the updated information in accordance with current regulations and homogeneous in its different Attention Channels; as well as only what concerns the publication of fixed hours in the different Attention Channels referred to in article 29, will enter into force on the first business day of January 2020;

IV.

Chapter III "Of User Attention", Section I "Of the Advice and Information that the Administrators 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, will enter into force on the first business day of January 2020. With regard to the sending of the User Rights Letter in the Account Statements, it must be sent for the first time in the Account Statements corresponding to the first four months of 2020, in accordance with the deadlines established by the Regulations of the Law of the Retirement Savings Systems and the General Provisions on operations of the retirement savings systems, excepting only once the information contained in fraction VI of article 13. The sending of the User Rights Letter corresponding to the years 2020 and subsequent years, must be sent with the Account Statements corresponding to the third four months of each year as established in article 13, subsection a) of these general provisions;

V.

Chapter III "Of User Attention", Section I "Of the Advice and Information that the Administrators must provide to Users" article 14, regarding the incentive for non-presential channels for the attention of Service Requests, will enter into force on the first business day of January 2020;

VI.

Chapter III "Of User Attention", Section I "Of the Advice and Information that the Administrators must provide to Users" article 15, regarding the requirements, documents and procedures necessary to attend the Service Requests that must be made available in a visible and permanent manner in their Attention Modules of the Administrators, internet page and any other means of consultation, will enter into force on the first business day of January 2020;

VII.

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

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, routing, 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 January 2020;

IX.

Chapter III "Of User Attention", Section II, "Of the presentation of Service Requests", article 18, regarding centralized registration, will enter into force on the first business day of January 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 of Service Requests that present a problem", articles 19, 20, 25 and 26 regarding the design, development and implementation of a procedure that ensures the management, Follow-up and conclusion of the 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 January 2020;

XI.

Chapter III "Of User Attention", Section IV, "Of the Follow-up of Complaints", articles 21 and 22, regarding 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 January 2020;

XII.

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

XIII.

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

XIV.

Chapter IV "Of Service Levels and Evaluations of Service to Users", Section I, "Service Levels", articles 27 and 34, regarding the definition of Service Levels, as well as only what concerns the 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 January 2020;

XV.

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

XVI.

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

XVII.

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

XVIII.

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

XIX.

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

XX.

...

XXI.

Chapter V "Of Service Agents and Telephone Attention Center Staff", Sections II, III, IV and V "Of the Registration of Service Agents" and "Of the Training Program of the Administrators", "Of the Control Exams" and "Of the Responsibility of the 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 January 2020;

XXII.

Chapter V "Of Service Agents and Telephone Attention Center Staff", Section III, "Of the Training Program of the Administrators", articles 46 and 47, regarding the Training Manual of the Service Agents and the training programs, will enter into force on the first business day of January 2020;

XXIII.

...

XXIV.

Chapter VI "Of the User Attention Supervision System called SISAT", article 66, regarding update in the SISAT, will enter into force on the first business day of January 2020.

TRANSITIONAL PROVISIONS

FIRST.- These modifications will enter into force on the business day following their publication in the Official Gazette of the Federation.

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

Mexico City, July 29, 2019.- The President of the National Commission for the Retirement Savings System,

Abraham E. Vela Dib.- Rubric.

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