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Last modified: July 05, 2023 03:12 (UTC+08:00)

Complaints Handling Procedures

To ensure the stability of the Financial Transactions and Reports Analysis Centre of Canada as well as to improve the quality of services of DNBC FINANCIAL CANADA LIMITED (“DNBC”). This procedure sets out the minimum requirement for internal use for the handling of complaints of DNBC clients. 

Effective Date: This procedure shall come into effect on 04/07/2024. 

INTERPRETATION 

“Complaint” means any act or omission of an institution made within a period of five (5) years as from the date thereof, which causes a client to be aggrieved. 

“Complaints Officer” means an officer appointed by the DNBC director. 

PROCEDURES 

Step 1: Receiving complaints 

Clients can submit complaints through various channels such as email or by phone call as mentioned in Contact us on the DNBC official website. DNBC can provide support via mailing. 

Step 2: Responding to complaints 

Within two (2) working days from the date the Complaint was received, DNBC will contact you through the most convenient communication channel to acknowledge receipt of the complaint and provide an estimated timeframe for feedback, and for communication channels with clients not inclusive of lead time (delivery mailing, call back to clients but clients do not pick up the phone). 

Step 3: Investigation of complaints 

Depending on the details of content for complaints, it will be forwarded to the Complaints Officer to investigate and request a line business manager explanation in detail, and all requests must be responded to within one (1) working day. 

Step 4: Redress and compensation, in appropriate circumstances (if any) 

The Complaints Officer will communicate the results to the client through the most convenient communication channel. If compensation is required, the Complaints Officer will allocate available resources for this purpose. 

ACCESSIBILITY OF COMPLAINT CHANNEL 

The Complaints procedure is available on the DNBC website and clients can call the customer support center for support on Monday to Friday, working time from 8.00 AM to 5.00 PM (GMT-7). 

DNBC can also provide support via email or phone call as mentioned on the official website. EMPOWERMENT 

Complaint Officers should have the authority to settle complaints including offering redress where appropriate or should be able to have ready access to those who have the necessary authority. 

Complaints, in appropriate cases, should be escalated to senior management if not resolved by the employee below. From Complaint Officers to Managing Director. 

RESOURCES AND STAFF TRAINING 

DNBC provides the necessary resources to ensure the efficiency and effectiveness of a complaint management system. Resources comprise employee, appropriate training and technology.

All DNBC employees have to pass a procedure that relates to complaints from clients, most case studies depend on the department of the division facing with. 

MONITORING 

All complaints from any clients must be reported in the internal system. 

“Complaints Officer” must summarize and report monthly to board management with the following requirements as bellow: 

  • Statistics on the volume and type of complaints received; 
  • How well the internal complaint management system meets prescribed performance standards;
  • The level of customer satisfaction; 
  • Whether recurrent problems are being identified and corrected; 

The Complaints team’s responsibility for assurance exercise should aim at examining whether the complaint handling procedures fulfill the stated aims of the policy and that the procedures are operating effectively. From that improve the complaint handling procedures, operating processes, products and services as appropriate. 

RECORD KEEPING 

DNBC will record and retain details of complaints for at least a period of five (5) years from the date of their receipt. 

The details to be recorded should include: 

  • The complainant’s name; 
  • The substance of the complaint; 
  • Any correspondence between the DNBC concerned and the complainant, including the manner in which the complaint was resolved and details of any redress offered by the DNBC concerned; and 
  • Whether any alleged problems, if substantiated, were rectified and the manner in which this was done. 

The records should be kept in a convenient and accessible form to facilitate examination by the DNBC during regular on-site or ad hoc examinations.