RegAlert2022-03-31 | Instrução Normativa BCB 265Added
Normative Instruction BCB No. 265 — Direct Assessment of Ombudsman Service Quality and Information Storage
Normative Instruction BCB No. 265 requires commercial banks, multiple banks, investment banks, and savings banks to implement a direct assessment of ombudsman service quality using a 1-to-5 scale for both solution adequacy and service quality. The instruction mandates that institutions store specific data points—including institution and client identifiers, timestamps, channels, and assessment scores—for each conclusive ombudsman response, while explicitly revoking the previous obligation to transmit this data to the Central Bank via the STA application. The obligation to store this information does not apply to institutions exempt from establishing an ombudsman, and the regulation entered into force on May 1, 2022.
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CIRCULAR NO.
NORMATIVE INSTRUCTION BCB NO. 265, OF MARCH 31, 2022
Provides for the direct assessment of the quality of service provided by the organizational component of the ombudsman to clients and users and for the transmission of this information to the Central Bank of Brazil.
The Head of the Institutional Service Department (Deati), using the authority granted by Art. 23, item I, letter 'a' of the Internal Regulations of the Central Bank of Brazil, annexed to Ordinance No. 84,287, of February 27, 2015, and based on the provisions of Art. 21 of CMN Resolution No. 4,860, of October 23, 2020,
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Lineage: In force
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
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