Guidelines on the Submission of BSP-Supervised Financial Institutions (BSFIs) Consolidated Complaints Report (BCCR)

vt BaNexo Sexrnal No PrLrPrNAs OFFICE OF THE DEPUW GOVERNOR FINANCIAL SUPERVISION SECTOR MEMORANDUM NO. M.2018 - O77 To : ALL BANKS Subject : Guidelines on the Submission of BSP-Supervised Financial lnstitutions (BSFlsl Consolidated Complaints Report (BCCRI Pursuant to BSP Circular No. 857 dated 2t November 20L4 on BSP Regulations on Financial Consumer Protection, the following guidelines shall be observed for the quarterly electronic submission of the BCCR beginning with reporting period quarter ending 31 December 2018: 1. The prescribed Data Entry Template (DET) of the BCCR, its corresponding Control Prooflist (CP) and User Guide as relevant reference for accomplishing the DET can be downloaded from http://www.bsp.gov.ph/5ES/reporting_templates by L5 October 2018. Same can also be directly requested from the BSP-Supervisory Data Center (SDC) by said date. Attached as Annex A is the sample format of the BCCR for reference. 2. The DET for the BCCR together with its corresponding scanned CP in Portable Document Format (PDF) duly signed by the authorized official of the reporting bank shall be electronically transmitted within twenty (20) banking days after the end of each reference quarter to the prescribed email addresses, as follows: sdcrb-bccr@ bsp.gov. ph using the required format for the subject, as follows: "BCCR <bank name>, <reference period>", as illustrated below: To sdckb-bccr@ bsp.gov. ph Subject BCCR Eonk Nome,31 December 2018 and using the following prescribed file names: Control Prooflist

3. Banks that are unable to transmit electronically can submit the DET along with the duly signed CP, scanned in PDF, in compact disc (CD) or any portable storage device (e.g., USB flash drive) through courier or postal services within the prescribed deadline to: The Senior Director Supervisory Data Center (SDC) Bangko Sentral ng Pilipinas 11th Floor, Multi-Storey Building BSP Complex, A. MabiniStreet, Malate 1004 Manila 4. ln accordance with BSP Memorandum No. M-2017-O28 dated 11 September 2017, only electronic submissions originating from officially registered email address/es of banks shall be recognized and accepted by the SDC. Same registered email address/es shall be used by the SDC in electronically acknowledging the submitted DET of the BCCR and transmitting the corresponding validation results. Only the official files prescribed for the BCCR shall be accepted and processed by the BSP. lt likewise follows that report submissions that do not conform to the above prescribed guidelines shall not be accepted and, thus, considered non-compliant with the reporting standards and procedures prescribed by the BSP subject to applicable penalties for reporting violations. 6. Queries regarding the BCCR and its related regulations can be sent via email to consu meraffairs@ bsp.gov.ph. For compliance. 4*?-u- . G. FONACIER l0 May 2oI8 Page 2 o'f 2

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INAME OF BSFII REPORT ON COMPLAINTS IReference Quarter] of IReference Year] f . BY PRODUCT/SERVICE (Sum A to K) 0 0 0 0 A. DEPOSITS (Sum lto 2) 0 0 0 0 0 _ 1. Peso 2. Foreign Currency 0 B. LENDfNG (Sum 7to 3) 0 0 0 0 1. Consumer Loans (Sum o to e) 0 0 0 0 a. Auto Loans 0 b. M"t";ycle Loans 0 c. Salary-Based G_enera l-Pu rpose Consu mption- lqgry q d. lesidential Real-Estate Loans 0 e. Other Consumer Loans 0 2. Microenterprise Loans 0 3. Other Loans 0 C. TRUST AND INVESTMENTS (Sum 7 to 7) 0 0 0 0 1. Unit Investment Trust Funds 0 2. lnstitutional Trust Accounts 0 3. Individual Trust Accounts _. 0 4. Institutional Agency Accounts 0 5. Individual Agency Accounts 0 6-P" t (PERA) related 0 7. Others (Pleose specify) 0 D. E-MONEY 0 E. CREDIT CARD 0 F. FX DEATING/MONEY CHANGING 0 G. INSURANCE 0 H. PAWNBROXERAGE 0 I. REMITTANCE 0 ,. OTHER PRODUCIS/SERVICES (Sum 7to4) 0 0 0 0 1. Bills Payment 0 0 ?.!tq!gqs 3. Safety Deposit Box 0 4. Other Corollary Business (Pleose specify) 0 K. CUSTOMER SERVICE (Sum 7to3) 0 0 0 0 1 Personlgl 0 0 ? ProcessinB Time 3 Procedure 0

f l. BY CHANNEL (Sum A to H) 0 0 0 0 A. AUTOMATED TETUR MACHI]IE NTMI 0 B. INTER]IET BAilX|rIG 0 C. MOBILE BANICTG 0 D. OVER-THE.COUNTER/BRANCH 0 E. PHONE BANKING 0 F. TELEGRAPHIC TRANSFER/SWIFT 0 G. THfRD PARTY (Sum 7to 6) 0 0 0 0 1. C-otleclgn Agents 0 2. Cash Agents 0 3. Courier 0 4 Marketing Agents 0 5- Remittance Agents 0 6. Others (pleose specify) 0 H. OTHER CHANNEIS (pleosc spectfu] 0 . BY STANDARD OF CONDUCT't (sum Ato E) fff 0 0 0 0 A. DfSCTOSURE AND TRANSPARENCY /Sum 7 to 3l 0 0 0 0 1 Terms and Conditions 0 2 Advertising and Promotional Materials 0 3. Conflict of Interest 0 B. PROTECTION OF CIIENT INFORMATION fsum 7to 2) 0 0 0 0 1. Confidentiality and Security of Client Information 0 2. Sharing of Customer Information 0 C. FAfRTREATMENT 6um 7to 6l 0 0 0 0 1. Affordability and suitability of product or service 0 2. Prevention of over-indebtedness 0 3. Cooling-off period 0 4- Objectivity 0 5. Fair and responsible treatment of clients 0 0 D. EFFECTIVE RECOURSE (Sum 7 to 2) 0 0 0 0 1. Proqels 0 2. Turn Around Time 0 E. FINANCIAL EDUCATION AI'ID AWANENESS 0 1/ Totol number must be equol for oll categories: By Product/Service, By Channel, ond By Standard ol Conduct. z/ ldentify only one Stondard of Conduct for eoch comploint. lndicote the most appropriate Stondard of

1/ Re|ers to the total outstanding comploints carried over from previous quorter z/ Refers to the totol number of complaints received this quorter j/ Total number must be equol to the totol number of resolved/closed in Section I

f. BY PRODUCI/SERVICE $um Ato KI 0 0 o 0 ',0i 1. I ?. o 3. 0 4. 0 5. 0 1: o I 2. 0 t' 3. 0 I 5. I 0 0 1 0 0 0 0 T 0 1: 0 2:. 0 I 0 4. 0 5. 0 1. 0 ?. 0 3 0 4. 0 5. 0 L 0. 2 0 3 0 4. 0l 5. 0 0: 0 0 0 5 o: L. 0 2. o 3l o 4. 0

For eoch cotegory @xcept lor Pownbrokeroge, Remittonce, Other Products/Services, ond Customer Service) indicote only 5 Top issues which moy come from the dropdown menu or be indicoted under Others

I. BY PRODUCT 1. Account opening, closing or management 2. Product Information and disclosures l. charges ind feei 4. Clearing 5. Interest 5. Statement of Account 7. Tracing of Deposit 8. Withdrawal-related 9. Others (not included in the list) 1. Account opening, closing or management 2. Product Information and disclosures 3. Charges and fees 5. Pgymglt and Settlement 6. Statement of Account 7. Unfair collection practices 8. Others (not included in the list) 1. Product Information and disclosures Z. Cnarges anO fees 3. Suitability - -- 4. Payment __ 5. PurchaselS_ale 6. Retlur{lncome 7. Termination 8. Others (not included in the llst) 1. Account activation/deactivation 2. Product lnformation and disclosures 3. Charges and fees 4. Conversion to cash 5. creditins _ol g1ryqlgl 7. Others (not included in the list) 1. Card Application and lssuance 2. Product Information and disclosures 3. Charges and fees 4. Unauthorized/Disputed transactions 5. Statement of Account 5. Unfair Collection Practices 7. Payment and Settlement 8. Others (not included in the list)

1. Product lnformation and disclosures 2. Charges and fees 3. Conversion rate 4. Currency Exchange 5. Others (not included in the list) 1. Product lnformation and disclosures 2. Charges and fees 3. Claims and Proceeds 4. Payment and Cancellation 5. Premiums 5. Others (not included in the list) 1. Product lnformation and disclosures 2. Charges and fees 3. Pawned item 4. Others (not included in the list) 1. Product Information and disclosures 2. Charges and fees 3. Receiving/Sending 4. Others (not included in the list) 1. Product lnformation and disclosures 2. Charges and fees 3. Payment and Settlement 4. Others (not included an the list) 1. Personnel 2. Plorgss,ng l11e 3. Procedure 4. Others (not included in the list)

BSF| COMPTATNTS REPORT TEMPLATE (BCCR) BSP Regulations on Financial Consumer Protection INSTRUCTIONS FOR FITLING OUT BCCR Who shall prepare the BCCR? All BSP-Supervised Financial Institutions (BSFls) are required to submit the prescribed quarterly BCCR. However, the first phase of implementation for the submission of the BCCR will cover Banks only. The remaining BSFIs not covered in the first implementation shall be required to submit the BCCR in the succeeding phases, subject to a separate memorandum issuance. When to submit the Data Entry Template (DET) of the BCCR? The prescribed DET shall be electronically submitted within twenty (20) banking days after the end of each reference quarter beginning with the quarter ending 31 December 2018. The DETtogether with the corresponding scanned Control Prooflist in Portable Document Format (PDF) that is duly signed by the authorized official of the reporting bank shall be electronically transmitted. General Guidelines on the completion of the BCCR No Comploints were outstanding and no complaints were received during the reporting period lf no complaints have been received during the reporting period and no complaints were outstanding at the beginning of the period, the BSFI may put an "X" on the corresponding checkbox for NIL REPORT that can be found in the Control Prooflist. The field numbers that follow correspond to a Data Entry Cell in the BCCR. Classificotion of Complaints by Product/Service Unless otherwise specified, complaints should be allocated to the identified sub-classifications based on the product or service the complaint relates to. lf a BSFI has not received any complaints relating to a particular product or service during the reporting period, the relevant box should be left blank.

Classifying os Others The 'other' categories should only be used in exceptional circumstances when none of the specific product or service categories is appropriate. Classifying by Channel A complaint should be reflected on the channel/mode of transaction complained about. This may be different from the main product/service itself. For example, for a credit cardholder who complained about receiving a notification that an additional credit card was approved, where the complaint relates to unauthorized charges on the additional credit card, it should be reported under 'Over-the-Counter/ Branch'; but where the complaint relates to the approval of a card without prior application, or more commonly known as pre-approved credit card that was offered by the BSFI through email or telephone call, should be reported under item 4 of ,Third Porty', that is' Marketing Agents.' Classifying os Standard of Conduct Only one Standard of Conduct can be identified for each complaint; thus it is recommended to identify the complaint to the Standard of Conduct that has more relevance or weight to addressing the root cause of the complaint. For instance, a client may complain about not receiving bank statements, which might appear to be classified under ltem 5 of 'Foir Treotment,, that is 'Fair ond Responsible Treatment of Clients'. The said complaint should be classified under Item 1 of 'Disclosure and Transparency', that is,'Terms ond Conditions'. BSp Circular g57 describes in detail each of the Standards of Conduct, as well as the sub-classifications. Page2 of 2