Guidelines on the Submission of the Revised Banks’ Consolidated Complaints Report (BCCR)

, * \\\ .;. . 'A BANGKO SENTRAL NG PILIPINAS OFFICE OF THE DEPUTY GOVERNOR REGIONAL OPERATIONS AND ADVOCACY SECTOR MEMORANDUM No. M-2025~o09 To * ALL BANKS Subject Guidelines on the Submission of the Revised Banks' Consolidated Complaints Report IBCCR) Pursuant to BSP Circular No. 1160 dated 28 November 2022, or the Regulations on Financial Consumer Protection to Implement Republic Act No. 11765, otherwise known as the "Financial Products and Services Consumer Protection Act", the following guidelines shall be observed in the submission of the revised BCCR I. The revised BCCR shall be submitted using the new Extensible Mark-up Language (XML) file format and submitted Vla Application Programming Interface (API) following the instructions stated in the template guidelines (Annex A). 2. The XML Schema Definition (XSD) and Control Proof!ist (CP) can be downloaded from the Reports Module of the Prudential Reporting Innovation and Monitoring Engine' (PRIME) under the BSP Relationship Management System IBRMS ) accessible at https:in, rins. bsp. gov. ph using the latest versions of web browsers such as Microsoft Edge, Firefox and Google Chrome 3. Detailed guidelines on the implementation of API-based submission via machine-to-machine modality and the use of PRIME are provided in Memorandum No. M-2023-022 dated 20 July 2023. 4, The generated XML, together with the scanned CP duly signed by the authorized officials' of the bank as stated in BSP reporting standards, shall be submitted in accordance with the following specifications: Also known as Integral Financial Supervision System 11FSS) Submission Portal ' The authorized signatories for the revised BCCR shall follow guidelines for Category B re orLs under Sectio 173 of the MORB. , ,

Report Code Files for Submission File extension/Format BCCR Report in XML BCCR Control Prooflist CP in PDF 5. The revised BCCR shall be submitted quarterly within 20 banking days from the end of the reference quarter, Should the deadline fall during a work suspension in the BSP, the deadline will be automatically extended to the succeeding banking day. Live submission beginning with reporting period 31 March 2025 shall be in accordance with the prescribed schedule, as follows: Reporting Period Covered Deadline 31 March 2025 20'' banking day after end-September 2025 30 June 2025 20th banking day after end-October 2025 30 September 2025 20th banking day after end-November 2025 31 December 2025 onwards within 20 banking days after the end of the reference uarter 6. BCCR submissions using the existing template under Memorandum No. M-2018-017, Guidelines on the Submission of BSP-Supervised Financial Institutions Consolidated Complaints Report dated 10 May 2018, shall be continued until the reporting period 31 December 2024 only, which was due on 03 February 2025. M-2018-017 shall be superseded by these guidelines upon commencement of the reporting of CY 2025 data using the revised BCCR template. 7. The revised BCCR shall be available in the Sandbox Module of the PRIME in the BRMS within Quarter 3 of 2025, to give reporting banks an opportunity to test and explore the new BCCR templates and procedures. The reporting banks shall be informed by the BSP once the revised BCCR template is available for sandbox testing in the BRMS Submissions in the Sandbox Module are not considered official reports. 8. Report submissions should continue to comply with existing BSP reporting standards. It likewise follows that only files prescribed by the BSP for the report shall be accepted and validated, subject to applicable sanctions for reporting violations as provided under Section 171 of the Manual of Regulations for Banks (MORB), Imposition of penalties for reporting violations on the revised BCCR shall be strictly enforced beginning with reporting period 31 December 2025. 9. Succeeding issuances shall be released by the BSP on the submission of consolidated complaints reports of non-bank BSP-supervised institutions.

10. Queries regarding the BCCR, its related regulations, and guidelines may be sent via email to CPMCO@bsp. gov. ph following the subject format [INQUIRY] BCCR, For compliance. BERNADETT LO-PUYAT Dep ernor ;!'7~ March 2025 ,

. AN N Ex A GUIDELINES FOR ACCOMPLISHING THE BCCR DATA ENTRY TEMPLATE I. General Guidelines a. All fields that require numeric data, date, and "Branch of Account" in the Data Entry Template (DET) are mandatory fields and are therefore required to be filled-out. b, If there are fields that that require numeric data, but the reporting Bank has no value to report or are not applicable, the reporting Bank must input the value zero 10 I c. All complaints data to be reported shall be disaggregated per reporting Bank branch and per month. d. The value to be indicated in the Month field should follow the table below: VALUE To BE QUARTER MONTH INDICATED IN THE R EPO RT Janua Ql Februa 2 March 3 Ain 4 Q2 Ma 5 June 6 Jul 7 Q3 Au ust 8 Se ternber 9 October 10 Q4 November 11 December 12 e. Given the comprehensive list of classifications in the BCCR, it is expected that reporting banks will be able to categorize each complaint accordingly. Nonetheless, if there are complaints that do not fall under any of the predefined classifications under the Product and Services. Channel, and Issues data fields, banks may use the "Other" column. In this case. the subsequent column becomes mandatory, wherein the reporting bank will be required to enumerate details of the complaint including its disaggregated volume following the standard format below: Format: tvolume of complaintsj dash I-l ISPecify Other Product/Service, Other Channel. Other Issuel and separated by semi-colon 1:1 Page I of 31 Classification: GENERAL

, AN N Ex A Sample: To specify Other Products/Services: 7610therProduc^Service/. 5-tOther Produc^Servicej To specify Other Channel: 72-10ther Channel/. 7-/Other Channelj To specify Other Issue: 76-10ther/5'5ue/. 5-10therIssuej f. The following volumes should be equal per reference month of each reporting period: . Total volume of all columns under the Product sheet; . Total volume of all columns under the Channel sheet; . Total volume of all columns under the Issues sheet: . Total volume of all columns pertaining to Primary Standards of Conduct under the Standards of Conduct sheet; . Total volume of all columns pertaining to Sex under the Demographics sheet; . Total volume of all columns pertaining to Age Segment under the Demographics sheet; . Total volume of allcolumns pertaining to Location under the Demographics sheet; and. . Total volu me of all columns pertaining to aging of Outstanding. Terminated, and Resolved Complaints received within the reference or current month under the Status sheet. g. The volumes for the following columns pertaining to Resolved Complaints under the Status sheet should be equal per reference month: . Total volume of Resolved Complaints in the reference month; and, . Total volume of all columns pertaining to Resolved Complaints that are Fully in Favor of Complainant, Partially in Favor of Complainant, and Not in Favor of Complainant h The volumes for the following columns pertaining to Resolved Complaints under the BSP"referred sheet should be equal per reference month of each reporting period: . Total volume of Resolved BSP"referred Complaints in the reference month; and, . Total volume of allco!urnns pertaining to Resolved BSP-referred Complaints that are Fully in Favor of Complainant, Partially in Favor of Complainant, and Not in Favor of Complainant. Classification: GENERAL

. ANNEX A 11. Classification Table Listed below are the terms used in the BCCR, arranged according to their order in the DET. It should be noted that the definitions used in this document apply only to this specific report, A. Classification per Product All new complaints received by each reporting bank branch as of the reference month of the reporting quarter shall be classified per type of product or service. Rules on mandatory fields, no-value fields, and "other" fields stipulated above shall apply. Reporting banks should refer to the terms defined in this document to properly identify products/services. Field Name Definition Format Value Month Month of reporting period MM I to 12 Year Year of reporting period YYYY >=2023 Branch of Account Name of Branch of Account Numeric >=0, Positive integers Deposit Basic Deposit Volume of complaints for the Numeric >=0. Positive integers Account reporting period about basic deposit accounts which refer to interest- or non-interest-bearing deposit accounts designed to romote financial inclusion Deposit Checking/ Volume of complaints for the Numeric >=0. Positive integers Current Account reporting period about checking accounts. which refer to an account where money can be withdrawn using a check book or cash card Deposit Regular Volume of complaints for the Numeric >=0. Positive integers Savings Account reporting period about regular savings accounts which refer to interest-bearing accounts which are withdrawable either upon presentation of a properly accomplished withdrawal slip together with the corresponding passbook or thru automated teller machine Deposit Time Deposit Volume of complaints for the Numeric >=0. Positive integers Account reporting period about time deposit accounts which refer to interest-bearing deposits with specific maturity dates and evidenced by certificates issued b the bank Loan All-purpose Volume of complaints for the N umeric >=a. Positive integers Loan twith Collateral) reporting period about all- purpose loans which are loans granted to individuals that cannot be classified under an Classification: GENERAL

. AN NEX A Field Name Definition Format Value of the loan classifications below and secured by a collateral Loan All-purpose Volume of complaints for the Numeric >=0. Positive integers Loan IWithout reporting period about all- Collateral) purpose loans which are loans granted to individuals that cannot be classified under any of the loan classifications below and NOT secured b a collateral. Loan Agrarian Reform Volume of complaints for the N umeric >=0. Positive integers Loans reporting period about loans which meet the qualification requirements for agrarian reform loans under Section 331 of the Manual of Regulations for Banks IMORBj Loan Other Volume of complaints for the Numeric >=0. Positive integers Agricultural Credit reporting period about loans Loans which meet the qualification requirements for other agricultural credit loans under Section 331 of the MORB Loan Auto Loan Volume of complaints for the Numeric >=0. Positive integers reporting period about loans granted to individuals for the acquisition of automobiles rimaril for ersonal use Loan Motorcycle Loan Volume of complaints for the Nun\eric >=0. Positive integers reporting period loans granted to individuals for the acquisition of motorcycles primarily for ersonal use Loan Microfinance Volume of complaints for the Numeric >=0. Positive integers Loan reporting period about loans granted under the bank's microfinance loan products that meet the general features provided under Appendix 45. tern E of the MORB. as amended Loan Other Volume of complaints for the N umeric >=0. Positive integers Microfinance Loan reporting period about loans granted to microenterprises which cannot be appropriateIy classified under microfinance aans Loan Small Volume of complaints for the Numeric >=0. Positive integers Enterprises reporting period about loans granted to small scale enterprises Loan Medium Volume of complaints for the Numeric >=0. Positive integers Enterprises reporting period about loans granted to medium scale enterprises Classification: GENERAL

. ANNEX A Field Name Definition Format Value Loan Loans to Volume of complaints for th N umeric >=0. Positive integers Financial Corporation reporting period about loan granted to financia corporations. which she include partnerships. single proprietorships and coo eratives Loan Loans to Non- Volume of complaints for the Numeric >=0. Positive integers financial Corporations reporting period about loans granted to NON-Financia corporations. which sha include partnerships. single proprietorships and coo eratives Loan Loans to Volume of complaints for the Numeric >=0. Positive integers Individuals for reporting period about loans Housing Purposes secured by physical collateral or real estate and offered to individuals to fund the pu rehase. construction. or improvement of housing units. such as residences and lots. home lots. or residentia condominium units. as well as the UTChase of an linked land Loan Salary-Based Volume of complaints for the N umeric >=0. Positive integers General-purpose reporting period about Consumption Loan personal/salary loans which are oans granted to individuals based on their regular salary. pension, or other fixed compensation where repayment would come from arrangements agreed upon by the borrower and lender Credit Card Cash Volume of complaints for the N umeric >=0. Positive integers Advance reporting period about credit card cash advances which refer to cash obtained by the cardholder from their credit card account. availed In any manner as stipulated in the credit card contract/a reement Credit Volume of complaints for the Numeric >=0. Positive integers Card Installment reporting period about credit card installment purchases which refer to purchase transactions the payment for which is am ortized in parts over a fixed eriod Credit Card Rewards Volume of complaints for the Numeric >=0. Positive integers reporting period about credit card rewards which refer to rewards that can be earned in eXchange for eligible credit card s endin Classification: GENERAL

, AN N Ex A Field Name Definition Format Value Credit Card General Volume of complaints for th N umeric >=0. Positive integers reporting period about cred cards in general which canno be classified under any of the credit card transaction classifications above E-Money Volume of complaints for the Numeric >=0. Positive integers Wallet Credit reporting period about credit availed using an e-money wallet which refers to monetary value as represented by an e-money issuer registered with the BSP as electronically stored in an instrument or device E-Money Wallet Loan Volume of complaints for the Numeric >=0. Positive integers reporting period about loan availed using an e-money wallet which refers to monetary value as represented by an e-money issuer registered with the BSP as electronically stored in an instrument or device E-Money Volume of complaints for the N umeric >=0. Positive integers Wallet Insurance reporting period about insurance availed using an e- money wallet which refers to monetary value as represented by an e-money issuer registered with the BSP as electronically stored in an instrun, ent or device E~Money Volume of complaints for the Numeric >=0, Positive integers Wallet Investment reporting period about investment availed using an a money wallet which refers to monetary value as represented by an e-money issuer registered with the BSP as electronically stored in an instrument or device E-Money Volume of complaints for the N umeric >=0. Positive integers Wallet Payment reporting period about bills payment using an e-money wallet which refers to monetary value as represented by an a rinoney issuer registered with the BSP as electronically stored in an instrument or device E-Money Wallet Volume or complaints for the Numeric >=0. Positive integers General reporting period about transactions in e-money wallets that cannot be classified under any of the any of the e-money wallet transactions above; e-money wallet refers to monetary value as represented by an e-money issuer registered with the BSP as electronically Classification: GENERAL

. AN NEX A Field Name Definition Format Value stored In an Instrument o device Remittance Local Volume of complaints for the Numeric >=0. Positive integers reporting period about IOCa remittances which refer to the domestic transfer of funds between a sender/remitter and a beneficiary and is not covered by electronic payment transaction as defined under the National Retail Payment S stem (NRPS) Framework Remittance Cross- Volume of complaints for the Numeric >=0. Positive integers border reporting period about cross- border remittances which refer to the international transfer of funds between a sender/remitter and a beneficiary and is not covered by electronic payment transaction as defined under the National Retail Payment S stem INRPSj Framework Investment UITF Volume of complaints for the Numeric >=0, Positive integers reporting period about unit investment trust funds which refer to open-ended shared trust funds maintained and controlled by a trusted business and accessible through artici at ion nvestment Individual Volume of complaints for the Numeric >=0. Positive integers Trust Accounts - reporting period about personal Personal trust accounts which refer to Management Trust trust funds whereby the trustor conveys property or sum of money to be managed by the trustee.as the agreement dictates. generally for the preservation of assets Or property for future use of the beneficiaries and/or to answer for their current needs nvestment Personal Volume of complaints for the Numeric >=0. Positive integers Equity & Retirement reporting period about Personal Account IPERA) Equity & Retirement Account IPERA) which refer to voluntary retirement accou nts established by and for the exclusive use end benefit of the Contributor for the purpose of being invested solely in PERA Investment products in the Phili ines Classification: GENERAL

AN N Ex A Field Name Definition Format Value Investment Corporate Volume of complaints for th Numeric >=0. Positive integers Bonds reporting period abou corporate bonds which refer to investment securities where an investor lends money to a company or the government for a set period of time. in eXchange for re u!ar interest a merits Investment Treasury Volume of complaints for the N umeric >=0. Positive integers Bills reporting period about treasury bills which refer to bills issued by the Bureau of the Treasury on a discount basis and payable on maturity of not more than 11 ear at face amount Investment Retail Volume of complaints for the Numeric >=0. Positive integers Treasury Bonds reporting period about treasury bonds which refer to bonds issued by the Bureau of the Treasury on a discount basis. at a premium. or at par and payable on maturity of not earlier than one 111 year but not later than twent five 1251 ears Investment Others Volume of complaints for the N umeric >=0. Positive integers reporting period about investments which cannot be classified under any of the Investment transaction classifications above Bancassurance Life Volume of complaints for the Numeric >=0. Positive integers nsurance reporting period about life insurance products cross-sold within the premises of the head office of a bank duly licensed by the BSP. or in any of said bank's branches Bancassurace Travel Volume of complaints for the Numeric >=0. Positive integers nsurance reporting period about travel Insurance products cross-sold within the premises of the head office of a bank duly licensed by the BSP. or in any of said bank's branches Bancassurance Vehicl Volume of complaints for the N umeric >=0, Positive integers e Insurance reporting period about vehicle insurance products cross-sold within the premises of the head office of a bank dulylicensed by the BSP. orin any of said bank's branches Bancassurance Home Volume of complaints for the Numeric >=0, Positive integers nsurance reporting period about home nsu rance products cross-sold within the premises of the head office of a bank dulylicensed by the BSP. orin any of said bank's branches Classification: GENERAL

, AN N Ex A Field Name Definition Format Value Bancassu rance Volume of complaints for the Numeric >=0. Positive integers Health Insurance reporting period about health insurance products cross-sold within the premises of the head office of a bank duly licensed by the BSP. or in any of said bank's branches Foreign Currency Volume of complaints for the Numeric >=0. Positive integers EXchange/Money reporting period about foreign Changing currency eXchange which refer to transactions of purchase or sale of forei n currenc Bills Payment Volume of complaints for the Numeric >=0. Positive integers reporting period about bills payment which refer to payment transactions for utilities. using various payment channels offered by the re ortin BSI. exce t e-wallets Virtual Asset Account Volume of complaints for the Numeric >=0. Positive integers reporting period about virtua asset accounts which refer to any type of digital unit that can be digitally traded, or transferred. and can be used for payment or Investment u r OSes Other Products and Volume of complaints related to Numeric >=0. Positive integers Services a type of Product and Service that do not fall under any of the 1sted Products and Services classifications above for the reference month of the re ortin eriod Specify the Other Enumerate all the Products and Text Text Products and Services Services that are the subject of the complaints reported in "Other Products and Services' field. indicating the count of each "OTH ER" product type/service. separated by semi- colon 1:1. Forma t: [Volume of Complaints] dash 1-1 tSpecify the Other Product/Servicel separated by semi-colon [;] Sample: I-10ther Product/Servicel, 2- tOther Product/Servicej Classification: GENERAL

AN N Ex A B, Class/ficat/bn per Channel All new complaints received by each reporting bank's branch as of the reference month of the reporting quarter shall be classified per channel. Rules on mandatory fields, no-value fields, and 'bther" fields stipulated above shall apply. Reporting banks should refer to the terms defined in this document to properly identify channels. Field Name Definition Format Value Month Month of reporting period MM 01 to 12 Year Year of reporting period YYW >=2023 Branch of Account Name of Branch of Account Numeric >=0. Positive inte ers OTC/Branch Volume of complaints for the Numei'ic >=0. Positive reporting period about integers transactions executed over- the-counter or in a branch. which refers to any permanent office or place of business in the Philippines other than the head office where a bank may perform activities and provide products and services that are within the scope of its authority and licenses ATM Volume of complaints for the Numeric >=0. Positive reporting period about integers transactions executed using Automated Teller Machines (ATM) or Cash Deposit Machines or e uivalent Online InstaPay Volume of complaints for the N umeric >=0. Positive reporting period about ritegers transacrions executed online using Instepay which refers to an electronic fund transfer service that allows customers to transfer funds almost instantly between accounts of participating BSP Su ervised Institutions Online PESONet Volume of complaints for the Numeric >=0. Positive reporting period about ritegers transactions executed online using PESONet which refers to Batch Electronic Fund Transfer by which funds are transferred between accou nts after being processed and cleared by batch intervals Online Undetermined Volume of complaints for the Numeric >=0. Positive reporting period about ritegers online transactions not falling under the online channel classifications above Classification: GENERAL

ANNEX A Field Name Definition Format Value BSI Agents Cash Agent Volume of complaints for the N umeric >=0. Positive reporting period against integers agents of the bank authorized to accept and disburse cash or pick-up cash/checks for deposit and/or deliver proceeds from cash withdrawal and/or cash eXchange. on behalf of the bank BSI Agents Collection Volume of complaints for the Numeric >=a. Positive reporting period against integers agents employed by the bank for the purpose of assisting or rendering services In the administration of its business. including recovery of unpaid obligations and enforcement of rights a ainst a client BSI Agents Courier Volume of complaints for the N umeric >=0. Positive reporting period about Integers agents of the bank authorized to deliver messages. letters. or parcels to customers BSI Agents Customer Volume of complaints for the Numeric >=0. Positive Service Representative reporting period about integers agents of the bank that handles consumer concerns via its Financial Consumer Protection Assistance Mechanism BSI Volume of complaints for the N umeric >=0. Positive Agents_Marketing/Sales reporting period against integers agents of the bank assigned to deal directly with customers to prepare advertisement materials 10r other material for external distribution) or who markets an of its roduct or service Other Channels Volume of complaints Numeric >=0. Positive related to a transaction integers channel that do not fall under any of the listed channel classifications above. for the reference month of the reporting eriod Classification: GENERAL

AN N Ex A Field Name Definition Format Value Specify the Other Enumerate all the Text Text Channels Transaction Channels that are the subject of the complaints reported in the "Other Channels' field. indicating the count of each "OTH ER" Channel. separated by semi-colon (I. Format: ICOuntl dash H 10ther Channell Each separated by semi- colon 1:1 Sample: I-[Other Channel]^ 2-10ther Channell C. Class/ficatibn per Issue All new complaints received by each reporting Bank branch as of the reference month of the reporting quarter shall be classified per Issue. Rules on mandatory fields. no~ value fields. and "other" fields stipulated above shall apply. Reporting banks should refer to the terms defined in this document to properly identify consumer issues. Field Name Definition Format Value Month Month of reporting period MM 01 to 12 Year Year of reporting period YYYY >=2023 Branch of Account Name of Branch of Numeric >=0. Positive Account inte ers Quality of ATM Volume of complaints for Numeric >=0. Positive Services Unavailability of the reporting period about integers ATMs concerns involving (defective/offline/system unavailability of the error) on~us Automated Teller Machines or Cash Acceptance Machines owned and managed by the re ortin bank Quality of ATM Volume of complaints for Numeric >=0. Positive Services_Unavailability of the reporting period about Integers ATMs concerns involving Idefective/offline/system unavailability of the error) off~us Automated Teller Machines or Cash Acceptance Machines not owned or managed by the re ortin bank Quality of ATM Volume of complaints for N umeric >=0. Positive Services Undispensed on- the reporting period about integers us concerns involving undispensed cash from Classification: GENERAL

AN N Ex A Field Name Definition Format Value Automated Telle Machines or Cash Acceptance Machines owned or managed by the re ortin bank Quality of ATM Volume of complaints for Numeric >=0. Positive Services Undispensed off- the reporting period about Integers us concerns involving undispensed cash from Automated Teller Machines or Cash Acceptance Machines not owned or managed by the re ortin bank Quality of ATM Volume of complaints for Numeric >=0. Positive Services, Quality of the reporting period about integers currency dispensed on~us concerns involving quality (mutilated/fake) of currency dispensed by Automated Teller Machines or Cash Acceptance Machines owned or managed by the re ortin bank Quality of ATM Volume of complaints for Numeric >=0. Positive Services Quality of the reporting period about integers currency dispensed off-us concerns involving quality tinutilated/fake) or currency dispensed by Automated Teller Machines or Cash Acceptance Machines not owned or managed by the re ortin bank Quality of ATM Volume of complaints for Numeric >=0. Positive Services Deficient cash the reporting period about integers dispensed on-us concerns involving deficient cash dispensed from Automated Teller Machines or Cash Acceptance Machines owned or managed by the re ortin bank Quality of ATM Volume of complaints for Numeric >. 0, Positive Services Deficient cash the reporting period about integers dispensed off-us concerns involving deficient cash dispensed from Automated Teller Machines or Cash Acceptance Machines not owned or managed by the re ortin bank Quality of ATM Volume of complaints for Numeric >=0. Positive Services Uricredited the reporting period about integers deposit or incorrect concerns involving amount reflected in uricredited or incorrect account using Cash deposit amount reflected Acceptance Machine in account using Cash (CAM)/kiosk Acceptance Machine Classification: GENERAL

AN N Ex A Field Name Definition Format Value Quality of ATM Volume of complaints fo N umeric >=0. Positive Services Card capture on- the reporting period about integers us concerns involving captured or swallowed cards in Automated Teller Machines or Cash Acceptance Machines owned or managed by the re ortin bank Quality of ATM Volume of complaints for Numeric >=0. Positive Services Card capture off- the reporting period about integers us concerns involving captured or swallowed cards in Automated Teller Machines or Cash Acceptance Machines not owned or managed by the re ortin bank Non-receipt of fund Volume of complaints for N umeric >=0. Positive transfers Unsuccessful the reporting period about Integers fund transfer or cash-in/out concerns involving the Person>Person non-receipt or delay in receipt of money sent through person-to-person online transfer. payment. or remittance channels Non-receipt of fu rid Volume of complaints for Numeric >=0. Positive transfers Unsuccessful the reporting period about integers fund transfer or cash-in/out concerns involving the Person>Merchant non-receipt or delay in receipt of money sent through person to merchant online transfer. payment. or remittance channels Non-receipt of fund Volume of complaints for N umeric >=0. Positive transfers Erroneous fund the reporting period about integers transfer or cash-in/out concerns involving Person>Person erroneous transactions sent through person-to- person online transfer, payment. or remittance channels Non-receipt of fund Volume of complaints for Numeric >=0. Positive transfers Erroneous fund the reporting period about integers transfer or cash-in/out concerns involving Person>Merchant erroneous transactions sent through person to merchant online transfer. payment. or remittance channels Unauthorized Volume of complaints for Numeric >=0. Positive transaction Due to the reporting period about integers Phishing, Vishing. SMShing. unauthorized online Quishing transactions perpetrated using social engineering tactics such as. but not jinited to. hishin Page14 of 31 Classification: GENERAL

ANNEX A Field Name Definition Format Value vishing. SMShing. o quishing Unauthorized Volume of complaints fo Numeric >=0. Positive transaction Due to system the reporting period about integers breach in financial unauthorized online institution transactions that occurred through electronic delivery channels that are riot properly protected due to the bank's lack of a strong and comprehensive information security control s stem Fraud By a financial Volume of complaints for Numeric >=0, Positive institution employee the reporting period about Integers acts of fraud as defined under existing laws. committed by reporting banks directors, officers, or em 10 ees Fraud By others - Due to Volume of complaints for Numeric >=0. Positive stolen card the reporting period about integers acts of fraud related to stolen cards. committed by persons external to the bank. including complaints where the bank was used as a channel to commit the fraud Fraud By others - Product Volume of complaints for Numeric >=0. Positive and service scam the reporting period about integers acts of fraud related to merchant scam involving products and services. committed by persons external to the bank. including complaints where the bank was used as a channel to commit the fraud Fraud By others - Volume of complaints for Numeric >=0. Positive nvestment fraud the reporting period about integers acts or fraud related to Investment fraud. committed by persons external to the bank. including complaints where the bank was used as a channel to commit the fraud Classification: GENERAL

ANNEX A Field Name Definition Format Value Fraud By others - Identity Volume of complaints to N umeric >=0. Positive theft the reporting period abou Integers acts of fraud related to identity fraud. committed by persons external to the bank. including complaints where the bank was used as a channel to commit the fraud Account Volume of complaints for Numeric >=0. Positive management Account the reporting period about Integers access concerns that finencia consumers encounter In the accessing their financial account Account Volume of complaints for Numeric >=0. Positive managenTent Account the reporting period about integers opening concerns that financia consumers encounter in applying for. opening. or active tin their accounts Account Volume of complaints for Numeric >=0. Positive management Account the reporting period about Integers closure concerns that finencia consumers encounter relating to the closure of their accounts Account Volume of complaints for Numeric >=0. Positive management Account the reporting period about integers dormancy concerns that financial consumers encounter relating to the dormancy of their accounts Account Volume of complaints for Numeric >=0, Positive management Delivery or the reporting period about ritegers release of documents concerns that financial consumers encounter relating to non-delivery or delayed release of documents. including but not limited to Statements of Account ISOA). loan agreements account records. or collateral- related docu merits Account Volume of complaints for Numeric >=0. Positive management Delivery or the reporting period about integers release of products/service concerns involving non- delivery or delayed release of products and services. ncluding but not limited to physical cards, loan proceeds. insurance/ investment claims. claims on accounts of deceased ersons. Classification: GENERAL

. AN N Ex A Field Name Definition Format Value Account Volume of complaints to Numeric >=0. Positive management Delivery or the reporting period abou integers release of concerns involving the rewards/promotions release or delivery of rewards. rebates. tornotional offers Account Volume of complaints for Numeric >=0. Positive management Updating of the reporting period about Integers profile information concerns that financia consumers encounter in updating persona information On their accounts Account Volume of complaints for Numeric >=0. Positive management Updating of the reporting period about Integers account concerns involving information/features updating account information. including but not limited to unposted transactions/payments and incorrect/outdated tagging of clients with bad credit records/re utation. Interest rates. Fees. or Volume of complaints for Numeric >=0. Positive Charges Interest rates the reporting period about integers concerns involving interest ra tes. including the computation, application and fees directly related to interest. associated with a financial product or service of the bank riteresk rates. Fees. or Volume of complaints for Numeric >=0. Positive Charges Fees and charges the reporting period about integers concerns involving fees and charges. excluding interest-related fees. associated with a financial product or service of the bank riterest rates. Fees. or Volume of complaints for Text Text Charges Non-receipt of the reporting period about refund/reversal concerns involving non- receipt of refunds or reversals related to a financial product or service of the bank Abusive collection Volume of complaints for piactices the reporting period about abusive collection or Inappropriate and unlawful debt recovery methods against financial consumers, as defined under relevant BSP re ulations Classification: GENERAL

ANNEX A Field Name Definition Format Value Loan restructuring Volume of complaints to the reporting period abou loan restructuring which refers to the agreement entered into by a debtor who is in financial difficulty and a creditor who provides the debtor a concession in line with a negotiated ag reement. contract. or court judgment. except those complaints containing allegations pertaining to abusive collection ractices Unauthorized disclosure of Volume of complaints for personal/ account info to the reporting period about 3rd parties the use of customer data beyond the pu rposes for which the customer has authorized Poor customer Volume of complaints for service Delayed response the reporting period about concerns regarding the failure to provide timely resolution of complaints based on internal policies and practices on reasonable and prompt handling of consu mer concerns Poor customer Volume of complaints for service Inaccessibility the reporting period about concerns regarding the failure to provide accessible means for resolving complaints using a dedicated helpdesk. application, or hotline for consu mers Poor customer Volume of complaints for service Unprofessional the reporting period about staff concerns regarding the treatment of financial consu me rs without professional competence and in a manner that is not fair and res onsible Other issues Volume of complaints Numeric >=0. Positive related to a consumer issue integers that do not fall under any of the listed Issues above. for the reference month of the re ortin eriod Classification: GENERAL

AN N Ex A Field Name Definition Format Value Specify the Other Issues Enumerate all the Text Text Consumer Issues that are the subject of the complaints reported in the "Other Issu es' field. indicating the count of each "OTH ER" Issues, separated by semi-colon I) Format ICOu ntl dash H 10ther Issuesl Each separated by semi- colon I) Sample I-10ther Issuesl; 2-tOther Issues I D. Classification perStandard of Conduct All new complaints received by each reporting Bank branch as of the reference month of the reporting quarter shall be classified per implicated Standard of Conduct. To allow more flexibility in classifying complaints, Reporting banks may tag a primary and secondary standard of conduct per complaint. For this report, however. only the primary standard of conduct is required. Rules on mandatory fields, no-value fields, and "other" fields stipulated above shall apply. Reporting banks should refer to the terms defined in this document to properly identify standards of conduct. TERM DEFINITION FORMAT VALUE Month Month of re ortin eriod MM 01 to 12 Year Year of re ortin eriod YYYY >=2023 Branch of Account Name of Branch of Account of Numeric >=0, Positive the BSP-Su ervised Institution Inte ers Volume of complaints for the Numeric >=a. Positive reporting period where the integers primary concern is about clients Primary Disclosure and not having a reasonable Transparency comprehensive understanding of the financial products or services that they are acquiring or availin Volume of complaints for the Numeric >=0. Positive reporting period where the integers primary concern involves a financial consumers' right to expect implementation of the Primary Protection of most appropriate safeguards Client Information ensuring the confidentiality. integrity. and availability of their financial transactions. as well as their right to expect that all relevant personal information awfulI disclosed in the course Classification: GENERAL

ANNEX A TERM DEFINITION FO R MAT VALUE of a transaction are kep confidential and secure Volume of complaints for the Numeric >=0. Positive reporting period where the Integers primary concern is about a financial consumer claiming to have been discriminated against on the basis of race. age, financial capacity. ethnicity. Primary Fair Treatment origin. gender. disability. health condition. sexual orientation. religious affiliation and practice. or political affiliation. or a financial consumer claiming to not have been treated fairly. honestly. and professional Iy at all stages of its relationship with the bank Volume of complaints for the Numeric >=0. Positive reporting period where the integers primary concern is about financial consumers claiming to Primary Effective not have been provided with accessible. affordable Recourse independent. fair. accountable. timely. and efficient means for resolving concerns. inquiries and requests about their finencia transactions Volume of complaints for the N umeric >=0. Positive reporting period where the integers primary concern is the bank's Primary Protection of failure to ensure protection of Consumer Assets against Fraud and Misuse Financial Consumers' deposits and other assets, against internal or external fraud or misuse Volume of complaints for the Nu meric >=0. Positive reporting period where the ritegers secondary concern is about Secondary Disclosu re and clients not having a Transparency comprehensive understanding of the financial products or services that they are acquiring or availin Volume of complaints for the Nu meric >=0. Positive reporting period where the integers secondary concern involves a financial consumers' right to expect implementation of the Secondary Protection of most appropriate safeguards Client Information ensuring the confidentiality. ritegrity. and availability of their financial transactions. as well as their right to expect that all relevant personal information awfulI disclosed in the course Classification: GENERAL

AN N Ex A TERM DEFINITION FORMAT VALUE of a transaction. are kept confidential and secure Volume of complaints for the Nu meric >=0, Positive reporting period where the Integers secondary concern is about a financial consumer claiming to have been discriminated against on the basis of race. age. financial capacity. ethnicity. origin. gender. disability, health Secondary Fair Treatment condition. sexual orientation. religious affiliation and practice, or political affiliation. or a financial consumer claiming to riot have been treated fairly. honestly. and professional Iy at all stages of its relationship with the bank. Volume of complaints for the Nu meric >=0. Positive reporting period where the Integers secondary concern is about financial consumers claiming to not have been provided with Secondary Effective Recourse accessible. affordab!e. independent. fair. accou riteble. timely. and efficient means for resolving concerns. inquiries and requests about their financial transactions Volume of complaints for the Numeric >=0. Positive reporting period where the Integers secondary concern involves Secondary Protection of bank's failure to ensure Consumer Assets against of Financial Fraud and Misuse protection Consumers' deposits and other assets. against internal or external fraud or misuse E Class/ficat/bn based on Demo9raph/CS. All new complaints received by each reporting Bank branch as of the reference month of the reporting quarter shall be classified based on demographic data on sex, age segment, and regional location. Rules on mandatory fields, no-value fields, and 'bther" fields stipulated above shall apply. Reporting banks should refer to the terms defined in this document to properly classify complaints according to demographic data. TERM DEFINITION FORMAT VALUE Month Month of re artin eriod MM 01 to 12 Year Year of re ortin eriod YWY >=2023 Name of Branch of Account of the N umeric >=0. Positive Branch of ACcou nt BSP-Su ervised Institution inte ers Male Volume of complaints for the Numeric >=0. Positive re ortin eriod from male clients Inte ers Classification: GENERAL

AN N Ex A TERM DEFINITION FORMAT VALUE Volume of complaints for the Numeric >=0. Positive Female reporting period from female Integers clients Volume of complaints for the Numeric >=0. Positive Juridical Person reporting period from Juridica integers Persons Volume of complaints for the Numeric >=0. Positive Age Below 22 years old reporting period from clients aged Integers below 22 ears old Volume of complaints for the Numeric >=0. Positive Age 22 to 35 years old reporting period from clients aged Integers 22 to 35 ears old Volume of complaints for the Numeric >=0, Positive Age 36 to 55 years old reporting period from clients aged integers 36 to 55 ears old Volume of complaints for the Numeric >=0. Positive Age 56 to 65 years old reporting period from clients aged integers 56 to 65 ears old Volume of complaints for the Numeric >=0. Positive Age 66 years old and above reporting period from clients aged integers 66 ears old and above Volume of complaints for the Numeric >=0. Positive NCR reporting period from clients integers residing in the National Capita Re ion Volume of complaints for the Numeric >=0. Positive CAR reporting period from clients integers residing in the Cordillere Administrative Re ion Volume of complaints for the Nu meric >=0. Positive Region I reporting period from clients integers residin in Re ion I Volume of complaints for the N umeric >=0. Positive Region 11 reporting period from clients Integers residin in Re ion 11 Volume of complaints for the Numeric >=0, Positive Region 1/1 reporting period from clients ritegers residin in Re ion 1/1 Volume of complaints for the Numeric >=0. Positive Region IVA reporting period from clients integers residin in Re ion IVA Volume of complaints for the N umeric >=0. Positive Region IVB reporting period from clients integers residin in Re ion IVB Volume of complaints for the Numeric >=0. Positive Region V reporting period from clients Integers residin in Re ionV Volume of complaints for the Numeric >=0. Positive Region Vl reporting period from clients integers residin in Re ion Vl Volume of complaints for the N umeric >=0. Positive Region Vll reporting period from clients integers residin in Re ion Vll Volume of complaints for the Numeric >=0. Positive Region Vl!I reporting period from clients integers residin in Re ion Vlll Classification: GENERAL

ANNEX A TERM DEFINITION FORMAT VALUE Volume of complaints for the Numeric >=0. Positive Region IX reporting period from clients integers residin in Re ion IX Volume of complaints for the Numeric >=0. Positive Region X reporting period from clients integers residin in Re ionX Volume of complaints for the Nu meric >=0, Positive Region XI reporting period from clients Integers residin in Re ion XI Volume of complaints for the Numeric >=0. Positive Region XII reporting period from clients Integers residin in Re ion XII Volume of complaints for the Numeric >=0. Positive Region XIIl reporting period from clients integers residin in Re ion XIIl Volume of complaints for the Numeric >=0. Positive reporting period from clients integers BARMM residing in the Bangsamoro Autonomous Region in Muslim Mindenao A Classificat/bn based on Status, All complaints received by each reporting Bank branch shall be classified based on their status as outstanding. terminated, or resolved complaints as of the specified period in the DET. They are further classified according to the aging of complaints and the nature of their resolution. Rules on mandatory fields, no-value fields, and "other" fields stipulated above shall apply. Reporting banks should refer to the terms defined in this document to properly classify complaints according to status. It should be noted that complaints escalated to the BSP shall be tagged as terminated in the reporting Bank's Financial Consumer Protection Assistance Mechanism monitoring and shall be counted in the BSP-referred complaints, For the purposes of BCCR Reporting, the following terms are defined as: Outstanding Complaints - Complaints undergoing the Bank's Financial Consumer Protection Assistance Mechanism that have not yet been resolved or terminated within the reporting period. Terminated Complaints - Complaints that were discontinued in the Bank's Financial Consumer Protection Assistance Mechanism because of non-response from the complainant, withdrawal of complaint, in view of an ongoing judicial dispute, or escalation to the BSP Consumer Assistance Mechanism Resolved Complaints - Complaints that were settled in the Bank's Financial Consumer Protection Assistance Mechanism wherein the Bank and the complainant agreed on an acceptabie Classification: GENERAL

AN N Ex A resolution to the concern which can be fully in favor, partially in favor, or not in favor of the complainant, Field Name Definition Format Value Month Month MM 01 to 12 Year Year YYYY >=2023 Branch of ACcou nt Branch of Account Numeric >=0. Positive inte ers TOTAL Outstanding Total volume of complaints Numeric >=0. Positive Complaints as of the Chat are outstanding as of the integers Reference Month end of the reference month of the re artin eriod Outstanding Volu me of complaints received Numeric >=0. Positive Complaints Received within the reference month. integers on Reference Month that have aged from 0-7 days. Aging 0-7 days that are outstanding as of the end of the reference month of rhe re ortin eriod Outstanding Volume of complaints received Numeric >=0. Positive Complaints Received within the reference month. Integers on Reference Month that have aged from 8-15 days. Aging 8-15 days that are outstanding as of the end of the reference month of the re artin eriod Outstanding Volu me of complaints received Numeric >=0. Positive Complaints Received within the reference month, integers on Reference Month that have aged more than 15 Aging more than 15 days. that are outstanding as of days the end of the reference month of the re Qinn eriod Outstanding Volume of complaints received Numeric >=0. Positive Complaints Received during the month(SI previous to Integers During the Months the reference month but still previous to the falling within the same Reference Month but reporting quarter. that are still fall within the outstanding as of the end of same Reporting the reference month of the Quarter re ortin eriod Total Outstanding Volume of complaints received Numeric >=0. Positive Complaints Received from ahe previous reporting integers from the Previous quarter(s). that are outstanding Reporting Quarter/s as of the end of the reference month of the re ortin eriod TOTAL Terminated Total Volume of complaints Numeric >=0. Positive Complaints in the that were terminated (for valid integers Reference Month reasons. ex. no complainant response, withdrawal of complaint. or in view of ongoing judicial dispute jin the reference month of the reporting period. Including Complaints that were terminated in the BSI's FCPAM due to escalation of the coin laint to BSP. Classification: GENERAL

ANNEX A Field Name Definition Format Value Terminated Volume of complaints received Numeric >=0, Positive Complaints Received within the reference month. integers on Reference Month that have aged from 0-7 days. Aging 0-7 days that were terminated Ifor valid reasons. ex. no complainant response. withdrawal of complaint. or In view of ongoing judicial disputejin the reference month of the reporting period including Complaints that were terminated in the BSI's FCPAM due to escalation of the coin laint to BSP. Terminated Volume of complaints received Numeric >=0. Positive Complaints Received within the reference month. integers on Reference Month that have aged from 8-15 days. Aging 8-15 days that were terminated (for valid reasons. ex. no complainant response. withdrawal of complaint. or In view of ongoing judicial dispute) in the reference month of the reporting period Including Complaints that were terminated in the BSI's FCPAM due to escalation of the coin hint to BSP. Terminated Volume of complaints received Nu meric >=0, Positive Complaints Received within the reference month, integers on Reference Month that have aged more than 15 Aging more than 15 days. that were terminated Ifor days valid reasons. ex. nO complainant response. withdrawal of complaint. or in view of ongoing judicial dispute) in the reference month of the reporting period ncluding Complaints that were terminated in the BSI's FCPAM due to escalation of the coin laint to BSP Terminated Volume of coinp!aints received Numeric >=0. Positive Complaints Received during the month(SI previous integers During the Month(SI to the reference month but Previous to the still falling within the same reference month but reporting quarter. that were still fall within the terminated (for valid reasons. same reporting ex. no complainant response. quarter withdrawal of complaint. or in view of ongoing judicial dispute) in the reference month of the reporting period ncludin Coin laints that Classification: GENERAL

AN N Ex A Field Name Definition Format Value were terminated in the BSI's FCPAM due to escalation of the complaint to BSP. Total Terminated Volume of complaints received Numeric >=0. Positive Complaints Received from the previous reporting integers from the Previous quarter(s) that were Reporting Quarter/s terminated Ifor valid reasons. ex. no complainant response withdrawal of complaint orin view of ongoing judicial dispute) in the reference month of the re ortin eriod TOTAL Total volume of complaints Numeric >=0. Positive Resolved in the that were resolved in the Integers Reference Month reference month of the re ortin eriod Resolved Complaints Volume of complaints received Numeric >=0. Positive Received on within the reference month integers Reference Month that have aged from 0-7 days. Aging 0-7 days that were resolved in the reference month of the re artin eriod Resolved Complaints Volume of complaints received Numeric >=0. Positive Received on within the reference month, integers Reference Month that have aged from 8-15 days. Aging 8-15 days that were resolved in the reference month of the re artin eriod Resolved Complaints Volume of complaints received Numeric >=0. Positive Received on within the reference month. integers Reference Month that have aged more than 15 Aging more than 15 days. that were resolved in the days reference month of the re ortin eriod Resolved Complaints Volume of complaints that are N umeric >=0, Positive Received During the received during the month(s) integers Month(SI Previous to previous to the reference the reference month month. but still falling within but still fall within the the same reporting quarter same reporting that were resolved in the quarter reference month of the re artin eriod Total Resolved Volume of complaints received Numeric >=0. Positive Complaints Received from the previous reporting Integers from the Previous quarter(s) that were resolved in Reporting Quarter/s the reference month of the re ortin eriod Classification: GENERAL

ANNEX A Field Name Definition Format Value Resolved - Fully in Volume of complaints that N umeric >=0. Positive Favor of Complainant were resolved fully in favor of integers complainant in the reference month of the re ortin eriod Resolved - Partially in Volume of complaints that Numeric >=a. Positive Favor of Complainant were resolved partially in favor integers of complainanrin the reference month of the re ortin eriod Resolved - Not in Volume of complaints that Numeric >=0. Positive Favor of Complainant were resolved not in favor of integers complainant in the reference month of the re ortin eriod G, Classy7?bation based on Status of BSP-felt;;fled complaints All complaints received by each reporting Bank branch from the BSP Consumer Assistance Mechanism shall be classified based on their status as outstanding, terminated, resolved, ongoing or concluded mediation, and ongoing or concluded adjudication as of the specified period in the DET, They are further classified according to the aging of complaints and the nature of their resolution. Rules on mandatory fields. no-value fields, and 'bther" fields stipulated above shall apply. Reporting banks should refer to the terms defined in this document to properly identify complaints according to the status of its BSP-referred complaints. For the purposes of BCCR Reporting, the following terms are defined as: Outstanding BSP-Referred Complaints - BSP-Referred Complaints undergoing the BSP Consumer Assistance Mechanism that have been referred to bank and have not yet been resolved or terminated within the reporting period. Terminated BSP-Referred Complaints - BSP-Referred Complaints that were discontinued in the BSP Consumer Assistance Mechanism because of withdrawal or non-activity from the complainant or escalation to the BSP Mediation or Adjudication processes. Resolved BSP-Referred Complaints - BSP-Referred Complaints that were settled in the BSP Consumer Assistance Mechanism wherein the Bank and the complainant agreed on an acceptable resolution to the concern which can be fully in favor (i. e. complete reimbursement, agreement to customer request, or customer confirmed that the concern is resolved), partially in favor (i. e. partial reimbursement or agreement to customer request), or not in favor of the Classification: GENERAL

ANNEX A complainant (i. e. no reimbursement or nori- agreement to customer request). Field Name Definition Format Value Month Month MM 01 to 12 Year Year YYYY >=2023 Branch of Account Branch of ACcou nt N umeric >=0. Positive inte ers TOTAL BSP referred Total Volun\e of BSP referred Numeric >=0. Positive Complaints for the complaints in the reference Integers reference Month month of the reporting eriod TOTAL Outstanding BSP Total Volume of BSP referred Numeric >=0. Positive referred Complaints as of complaints that are Integers the reference Month outstanding as of the end of the reference month of the re ortin eriod Outstanding Complaints Volume of BSP referred Numeric >=0. Positive referred by BSP on the complaints that were Integers reference Month referred within the reference Aging 0-7 days month. have aged from 0-7 days. and are outstanding as of the end of the reference month of the reporting eriod Outstanding Complaints Volume of BSP referred Numeric >=0. Positive referred by BSP on complaints that were Integers reference Month referred within the reference Aging 845 days month. have aged from 8.5 days. and are outstanding as of the end of the reference month of the reporting eriod Outstanding Complaints Volume of BSP referred N umeric >=0. Positive referred by BSP on complaints that were integers reference Month referred within the reference Aging more than 15 days month, have aged more than 15 days. and are outstanding as of the end of the reference month of the reporting eriod Outstanding Complaints Volume of BSP referred Numeric >=0, Positive referred by BSP during the complaints that were integers month(SI previous to the referred during the month(SI Reference Month but still previous to the reference falling within the same month but still falling within Reporting Quarter the same reporting quarter. and are outstanding as of the end of the reference month of the re ortin eriod Total Outstanding Volume of BSP referred N umeric >=0. Positive Complaints referred by complaints that were Integers BSP from the Previous referred during the previous Reporting Quarter/s reporting quarter(SI. and are outstandin as of the end of Classification: GENERAL

AN N Ex A Field Name Definition Format Value the reference month of the reporting period Total Terminated BSP- Total Volume of BSP referred N umeric >=0. Positive Referred Complaints as of complaints that were that Integers the Reference Month were terminated In the reference month of the reporting period Including Complaints that were terminated in the BSP CAM due to escalation of the complaint for Mediation or Ad'udication Terminated Complaints Volume of BSP referred Numeric >=0. Positive referred by BSP on complaints that were integers reference Month referred within the reference Aging 0-7 days month. that have aged from O-7 days and were terminated in the reference month of the reporting period Including Complaints that were terminated in the BSP CAM due to escalation of the complaint for Mediation or Ad'udication. Terminated Complaints Volume of BSP referred Numeric >=0. Positive referred by BSP on complaints that were integers reference Month referred within the reference Aging 8-15 days month. that have aged from 8.5 days. and were terminated in the reference month of the reporting period ncluding Complaints that were terminated in the BSP CAM due to escalation of the complaint for Mediation or Ad'udication Terminated Complaints Volume of BSP referred N umeric >=0. Positive referred by BSP on complaints that were integers reference Month referred within the reference Aging more than 15 days month, that have aged more than 15 days. and were terminated in the reference month of the reporting period ncluding Complaints that were terminated in the BSP CAM due to escalation of the complaint for Mediation or Ad'udication Classification: GENERAL

ANNEX A Field Name Definition Format Value Terminated Complaints Volume of BSP referred Numeric >=0. Positive referred by BSP during the complaints that were Integers Monthjs) previous to the referred during the month(s) Reference Month but still previous to the reference falling within the same month but still falling within Reporting Quarter the same reporting quarter and were terminated in the reference month of the reporting period Including Complaints that were terminated in the BSP CAM due to escalation of the complaint for Mediation or Ad'udication. Total Terminated Volume of BSP referred N umeric >=0. Positive Complaints referred by complaints received from the integers BSP from the Previous previous reporting quarter(s) Reporting Quarter/s that were terminated in the reference month of the reporting period Including Complaints that were terminated in the BSP CAM due to escalation of the complaint for Mediation or Ad 'udication. Total Resolved BSP- Total Volume of BSP referred N umeric >=0. Positive Referred Complaints as of complaints that were integers the Reference Month resolved in the reference month or the reporting eriod Resolved Complaints Volume of BSP referred Numeric >=0. Positive referred by BSP on complaints that were Integers reference Month referred within the reference Aging 0-7 days month that have aged from 0.7 days and were resolved in the reference month of the re ortin eriod Resolved Complaints Volume of BSP referred Numeric >=0. Positive Complaints referred by complaints that were Integers BSP on reference Month referred within the reference Aging 8-}5 days month that have aged from 8-15 days and were resolved in the reference month of the re ortin eriod Resolved Complaints Volume of BSP referred N umeric >=0. Positive referred by BSP on complaints that were integers reference Month referred within the reference Aging more than 15 days month that have aged more than 15 days end were resolved in the reference n, arith of the reporting eriod Classification: GENERAL

AN N Ex A Field Name Definition Format Value Resolved Complaints Volume of BSP-escalate Numeric >=0. Positive Referred by BSP during complaints received durin integers the Month(s) previous to the month(s) previous to th the Reference Month but reference month but sti still falling within the sem falling within the sam Reporting Quarter reporting quarter that wer resolved in the reference month of the reporting eriod Total Resolved Complaints Volume of BSP referred Numeric >=0. Positive that were referred by BSP complaints that were Integers from the Previous referred from the previous Reporting Quarter/s reporting quarter(SI and were resolved in the reference month of the reporting eriod Complaints referred by Volume of BSP referred Numeric >=0. Positive BSP categorized as complaints that were integers Resolved - Fully in favor of resolved fully in favor of complainant complainant in the reference month of the reporting eriod Complaints referred by Volume of BSP referred Numeric >=0. Positive BSP categorized as complaints that were integers Resolved - Partially in favor resolved partially in favor of of complainant complainant in the reference month of the reporting eriod Complaints referred by Volume of BSP referred Numeric >=0. Positive BSP categorized as complaints that were integers Resolved - Not in favor of resolved not in favor of complainant complainant in the reference month of the reporting eriod BSP Referred Complaints Volume of BSP referred N umeric >=0, Positive that are under BSP complaints that are under integers mediation BSP mediation as of the end of the reference month of the re ortin eriod BSP Referred Complaints Volume of BSP referred Numeric >=0. Positive That Have Completed BSP complaints. where the BSP integers Mediation mediation process has been completed as of the end of the reference month of the re ortin eriod BSP Referred Complaints Volume of BSP referred Numeric >=0. Positive That Are Under BSP complaints that are under integers Adjudication Adjudication by BSP as of the end of the reference month of the re arun eriod BSP Referred Complaints Volume of BSP referred Numeric >=0. Positive where the BSP complaints, where the BSP integers Adjudication process has Adjudication process has been completed been completed as of the end of the reference month of the re ortin eriod Classification: GENERAL