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(1) An electronic money issuer or a payment service provider shall set up effective procedures that allow an electronic money user or a payment service customer to submit a complaint.

(2) The procedure referred to in subsection (1) shall at a minimum

(a) provide a customer with easily understood information about the customer care system;

(b) be accessible during normal business hours and out of business hours including statutory holidays;

(c) allow for a customer to lodge a complaint orally or in writing, through a customer care telephone number, a visit to office, by electronic mail or by post;

(d) provide for a complaint to be resolved within five days of lodging and an additional fifteen days for complex issues provided the customer is informed that the issue is complex; and

(e) be provided Without cost to the customer.

(3) For purposes of paragraph (c) of subsection (2), a customer may lodge the complaint within thirty days from the date of detection of the anomaly.

(4) An electronic money issuer or a payment service provider shall acknowledge receipt of a complaint filed with the electronic money issuer or a payment service provider within three working days.

(5) An electronic money issuer or payment service provider shall inform a complainant of the expected actions and timing for investigating and resolving the complaint at the time of the complaint.

(6) An electronic money issuer or payment service provider shall put in place processes to provide a complainant with sufficient information and the means to inquire on the progress of complaint.

(7) An electronic money issuer or payment service provider shall assign a unique reference number or other identifier to a complaint which is lodged to facilitate timely and accurate responses to subsequent inquiries by the complainant.

(8) An electronic money issuer or payment service provider shall inform the complainant of the outcome of the investigation of the complaint, and any resulting decision by the electronic money issuer or payment service provider.

(9) Where the complainant is not satisfied with the decision of the electronic money issuer or payment service provider, the complainant may report to the Bank of Ghana.

(10) The Bank of Ghana shall within three days upon the receipt of the complaint, resolve the complaint.

(11) The Bank of Ghana may by notice provide for the effective implementation of this section.