TIMEFRAME FOR RESOLVING

CONSUMER’S COMPLAINTS

S/N

Product/Service

                  Number of Days

1.

Payments products:

        Within 6 hours

(i) mobile financial services

(ii) remittance (MTO, MNOs,)

        Within 24 hours

(iii) card payments (POS, ATM)

       Within 6 hours

(iv) cheques (TACH)

                    Within 24 hours

(v) internet banking

                    Within 24 hours

(vi) instant payments (TIPS)

                    Within 6 hours

(vii) inter-bank payments (TISS)

                   Within 6 hours

(viii) regional (EAPS, SIRESS)

                   Within 48 hours

2.

Banking products:

              14 days

(i) credit facilities

(ii) deposits

                             8 days

(iii) telegraphic transfers

                          24 hours

(iv) safe custody

                          24 hours

(v) foreign exchange services

                            2 hours

3.

Bureau de change:

                            2 hours

(iii) foreign exchange services

(iv) remittances

                            2 hours

4.

Financial leasing

                          24 hours

·  financial lease

5.

Credit reference bureau

                          24 hours

·  credit report