Guidelines on Handling of Customer Concerns on PESONet and InstaPay, Bangko Sentral ng Pilipinas Memorandum No. M-2022-029 (Philippines)
The Bangko Sentral ng Pilipinas-supervised financial institutions (BSFI) which participate in PESONet and InstaPay are required to:
- Establish effective mechanisms to ensure all frontline personnel at the BSFI's offices possess adequate, accurate and relevant information about PESONet and InstaPay to address customer concerns.
- Post materials concerning pertinent information on redress mechanism of PESONet and InstaPay.
- Provide customer accessibility to contact channels for communication of consumer concerns.