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Showing 1,501-1,515 of 10,375 variables
g51_6 - min prof comp/training - customer service reps
Please specify to which categories the law or regulation to have certain minimum level of professional competence/training applies: Please mark all that apply. - Customer service representatives
Global Financial Inclusion and Consumer Protection Survey 2017
Afghanistan, Albania, Angola...and 112 more - WLD_2016_GFICPS_v01_M
g6 - min standards for debt collection practices
Are there any provisions in the existing laws or regulations that require minimum standards for debt collection practices:
Global Financial Inclusion and Consumer Protection Survey 2017
Afghanistan, Albania, Angola...and 112 more - WLD_2016_GFICPS_v01_M
h1 - law/Regulation Set Standards for Complaints Resolution and Handling
Does any law or regulation set standards for complaints resolution and handling by financial institutions?
Global Financial Inclusion and Consumer Protection Survey 2017
Afghanistan, Albania, Angola...and 112 more - WLD_2016_GFICPS_v01_M
h1a_1 - idr - req to implement procedures and processes for resolving customer complaint
Does any law or regulation set standards in any of the following areas for complaints resolution and handling by financial institutions? Please mark all that apply. - Requirements for financial institutions to implement procedures and processes for resolving customer complaints
Global Financial Inclusion and Consumer Protection Survey 2017
Afghanistan, Albania, Angola...and 112 more - WLD_2016_GFICPS_v01_M
h1a_2 - idr - req to have a designated, independent offer or unit in charge of complaint
Does any law or regulation set standards in any of the following areas for complaints resolution and handling by financial institutions? Please mark all that apply. - Requirement for financial institutions to have a designated, independent offer or unit in charge of handling customer complaints
Global Financial Inclusion and Consumer Protection Survey 2017
Afghanistan, Albania, Angola...and 112 more - WLD_2016_GFICPS_v01_M
h1a_3 - idr - timeliness of response
Does any law or regulation set standards in any of the following areas for complaints resolution and handling by financial institutions? Please mark all that apply. - Timeliness of response by financial institution
Global Financial Inclusion and Consumer Protection Survey 2017
Afghanistan, Albania, Angola...and 112 more - WLD_2016_GFICPS_v01_M
h1a_4 - idr - accessibility
Does any law or regulation set standards in any of the following areas for complaints resolution and handling by financial institutions? Please mark all that apply. - Accessibility (i.e. consumer can file a complaint via multiple channels, including local branch, by phone, e-mail, etc.)
Global Financial Inclusion and Consumer Protection Survey 2017
Afghanistan, Albania, Angola...and 112 more - WLD_2016_GFICPS_v01_M
h1a_5 - idr - record-keeping
Does any law or regulation set standards in any of the following areas for complaints resolution and handling by financial institutions? Please mark all that apply. - Record-keeping of complaints
Global Financial Inclusion and Consumer Protection Survey 2017
Afghanistan, Albania, Angola...and 112 more - WLD_2016_GFICPS_v01_M
h1a_6 - idr - reporting complaints data to a govt agency
Does any law or regulation set standards in any of the following areas for complaints resolution and handling by financial institutions? Please mark all that apply. - Reporting complaints data to a government agency
Global Financial Inclusion and Consumer Protection Survey 2017
Afghanistan, Albania, Angola...and 112 more - WLD_2016_GFICPS_v01_M
h1a_7 - idr - providing consumers the details of a relevant external dispute resolution
Does any law or regulation set standards in any of the following areas for complaints resolution and handling by financial institutions? Please mark all that apply. - Providing consumers the details of a relevant external dispute resolution mechanism (if any)
Global Financial Inclusion and Consumer Protection Survey 2017
Afghanistan, Albania, Angola...and 112 more - WLD_2016_GFICPS_v01_M
h2_adr - adr exists
Is there any out-of-court alternative dispute resolution (ADR) entity in place that allows a customer of a financial institution to seek affordable and efficient recourse with a third party in the event that the customer's complaint is not resolved to the customer's satisfaction under internal procedures of the relevant financial institution? Please mark all that apply. - Yes, a scheme that provides binding decisions (e.g. ombudsman, adjudication)
Global Financial Inclusion and Consumer Protection Survey 2017
Afghanistan, Albania, Angola...and 112 more - WLD_2016_GFICPS_v01_M
h2_both - adr scheme provides both binding decisions & mediation services
Is there any out-of-court alternative dispute resolution (ADR) entity in place that allows a customer of a financial institution to seek affordable and efficient recourse with a third party in the event that the customer's complaint is not resolved to the customer's satisfaction under internal procedures of the relevant financial institution? Please mark all that apply. - Yes, a scheme that provides mediation services
Global Financial Inclusion and Consumer Protection Survey 2017
Afghanistan, Albania, Angola...and 112 more - WLD_2016_GFICPS_v01_M
h2_adr_bindonly - adr scheme provides binding decisions
Is there any out-of-court alternative dispute resolution (ADR) entity in place that allows a customer of a financial institution to seek affordable and efficient recourse with a third party in the event that the customer's complaint is not resolved to the customer's satisfaction under internal procedures of the relevant financial institution? Please mark all that apply.
Global Financial Inclusion and Consumer Protection Survey 2017
Afghanistan, Albania, Angola...and 112 more - WLD_2016_GFICPS_v01_M
h2_adr_medonly - adr scheme provides mediation services
Is there any out-of-court alternative dispute resolution (ADR) entity in place that allows a customer of a financial institution to seek affordable and efficient recourse with a third party in the event that the customer's complaint is not resolved to the customer's satisfaction under internal procedures of the relevant financial institution? Please mark all that apply.
Global Financial Inclusion and Consumer Protection Survey 2017
Afghanistan, Albania, Angola...and 112 more - WLD_2016_GFICPS_v01_M
h5_1 - statutory scheme
Please indicate whether: - It is a statutory scheme:
Global Financial Inclusion and Consumer Protection Survey 2017
Afghanistan, Albania, Angola...and 112 more - WLD_2016_GFICPS_v01_M
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