Customer Support
Procedures for Handling Customer Complaints
In light of the development of financial services and Zarqa Exchange’s commitment to protecting customer rights and dealing fairly and transparently with everyone, and to provide an appropriate environment to preserve these rights and ensure transparency in all details and information related to products and services provided by the company, in a way that is clear and understandable to all customers, and in a manner that enables the company to determine the best products and services that meet customer needs, this policy has been prepared by the Customer Complaints Handling Unit.
Definitions:
- Central Bank: The Central Bank of Jordan
- The Company: Zarqa Exchange Institution
- Customer: The natural or legal person who has obtained or used any of the services or products provided by the service provider
- Complainant: The customer who submits the complaint or their legal representative, who may be a former or current customer, or any person the service provider intends to deal with
- Complaint: Any expression from the complainant of dissatisfaction with the product or service received, or grievance, or request to remedy harm that affected them and/or their interests resulting from any activities, services, or products of the service provider, or resulting from the way the service provider handled any complaint
- Customer Complaints Handling Unit: The department, division, or employee responsible for handling customer complaints according to the terms and requirements stated in this policy
Company Policies Regarding Customer Complaint Handling Procedures:
- The signature chosen by the visually impaired customer or illiterate customer will be accepted, whether it is a signature, stamp, or fingerprint on financial and banking transactions.
- Pricing of financial and banking services for customers with disabilities is based on equality with other customers.
- Data collected about customers with disabilities must be documented, accurate, and precise, and is updated with each transaction and continuously. Our institution provides customers with the right to review this data and object to it if it is incorrect.
- Confidentiality of data and information of customers with disabilities is guaranteed, and such data will not be misused or disclosed.
- Banking transactions documented with persons with disabilities are kept for a period of not less than five years.
- Customer service employees are educated on how to deal with people with disabilities upon hiring.
- If a customer is unable to enter the facility due to physical circumstances, the transaction is prepared and the employee brings the transaction to the customer after verifying their personal identity, and the necessary procedure is carried out for them.
- Customers with disabilities are educated about their rights regarding financial and banking transactions, as well as about submitting suggestions and complaints in a manner suitable for them.
- Customers with disabilities are educated about potential fraud situations they might encounter, how to deal with them, and how to request assistance from the specialized employee who will report to the responsible authority.
- Priority is given to customers with disabilities in obtaining financial and banking services.
