20 January 2020

Complaint Handling In Central Bank Framework

This Framework offers guidance on how Central Banks can manage the responsibility of handling consumer complaints in an efficient and effective manner, without eroding the benefits of the core supervisory work of Consumer Protection and Market Conduct (CPMC).

The Framework discusses how to manage limited human resources vis-a-vis complaint handling and supervision, what processes to follow in complaint management, as well as regulations that are needed to effectively conduct this work.

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