Is approved by the decision (Protocol 05) of
the Supervisory Board of “Bank Silk Way”
OJSC dated February 06, 2014.
__________________________________
Mirsamad Movsumzadeh
Chairman of the Supervisory Board
Rules of consumers’ applications consideration
at “Bank Silk Way” OJSC
Baku 2014
1.GENERAL PROVISIONS
1.1. Internal rules of consideration and responding to applications of banking accommodation
consumers at “Bank Silk Way” OJSC are designed on the basis of requirements of the Law of
Azerbaijan republic “On banks”, Methodological Guidance over the consideration of financial
services users at Banks and non-bank credit organizations of the Central Bank of the Republic of
Azerbaijan and other normative legal acts, as well as the requirements of effective internal
regulations of the bank.
1.2. The principal aim of these rules is formation of effective defence mechanism of the rights of
banking accommodation consumers (hereinafter – consumers) according to international practice,
regulation of relations with consumers, consideration and responding to their applications,
organization of operative and effective settlement of conflicts with consumers, and thereby to
prevent legal conflicts that may be happened between consumers and bank, to achieve decrease of
influence risks.
1.3. Structural division organizing defence of consumers’ rights and consideration of their
applications must follow and apply these rules.
2. DEFINITIONS
2.1. Consumer – natural person or legal entity used, using or expressed his/her intention to use
financial services.
2.2. Complaint - appeal to the bank made by the consumer about the restoration of the violated
right.
2.3. Application – form of address covering requirements over implementation of consumers’
rights.
2.4. Offer - address providing improvement of banking activity, resolution of technical, legal,
creative issues and issues in other spheres.
2.5. Division – structural division of the bank organizing regulation relations with consumers,
protection of rights and consideration and responding to their appeals.
2.6. Person in charge – member of Supervisory Board supervising the activity of division and
receiving reports from the head of division, ensuring consideration of appeals and is responsible for
this process, assigned by the Supervisory Board and authorized to sign.
2. RULES OF CONSUMERS APPLICATIONS ACCEPTANCE
2.1. Consumers’ applications at the Bank are accepted in the following forms:
2.1.1. Oral address – (1) consumer may directly apply to the Applications Consideration Office
situated at the following address: Baku city, Sabail district, Nizami 142A from 9.00 to 18.00 (2)
may apply by calling the phone numbers 012 5980412 (internal 6413) or 012-931
2.1.2. Written address – (1) consumer may directly submit his/her application to the head office at
the address: Baku city, Narimanov district, ac. Hasan Aliyev 131A or any branch office or
department (2) consumer may send his/her application to the postal address of bank: Baku city,
Sabail district, Nizami 142A – AZ 1000 (3) consumer may send his/her application to fax number of
the bank 012 498 20 42 (4) consumer may send his/her application to email address of the bank
info@banksilkway.az (5) consumer may place his/her application at applications section (Annex 1)
on the bank site www.banksilkway.az
2.2. Division should provide maximal access to receive consumers’ applications, should take
necessary measures for use of means of address. Associated structural divisions over these measures
must provide the division with required administrative and technical capabilities.
2.3. The division must provide disclosure of possible means of address using at least the following
forms for consumers’ ability to apply:
2.3.1. On information, advertisement or memory leaflets: must be disclosed information in the
following format: “Do you have any questions or complaints? Please, call (indicate phone number),
send e-mail (indicate e-mail address) or contact (postal address)”. In this case contact information of
the division must be indicated.
2.3.2. On the internet address: possible means of address, rules on consideration of applications,
as well as contact information of the division for appeals must be indicated clearly and readable.
2.3.3. By means of “Call Centres”: contact information of the division should be reported to
consumers in automated form by means of “Call Centers” (or hot lines).
2.3.4. In agreements made with consumers: contact information of the division must be indicated.
2.4. For acceptance of consumers applications, at the same time for informing consumers, it should
be separately generated “applications” section on the internet site of the bank. This section should
enable acceptance of applications in special standard form (Annex 1), at least the following items in
connection with stages of applications consideration should be disclosed to consumers clearly and
readable:
2.4.1. Possible means to apply;
2.4.2. Process of applications consideration;
2.4.3. Terms of consideration and response preparation;
2.4.4. Information about next stages in case if consumers don’t agree with the bank’s response
related to their application, as well as contact information of the Central Bank;
2.4.5. These rules and their brief summary over applications consideration and responding;
2.4.6. Summary connected with registered applications.
2.5. First name, last name, patronymic, address, contact information, application content and other
information of the consumer must be required when accepting applications.
3. RULES OF CONSUMERS’ APPLICATIONS CONSIDERATION
AND PERIOD OF RESPONDING
3.1. The division collects received applications, registers them and keeps a register.
3.2. The division determines associated relevant structural division in connection with the
application including its head and submit its proposal concerning this to the Board of Directors on
the same day. Chairman of the Board of Directors writes instructions on the application subject to
respond by the related structural division and the application is submitted to the related structural
division on the same day. In case if the application was made by e-mail or hot line, transfer to the
chairman of the Board of Directors and to the related structure would be through the e-mail.
3.3. Related structural division considers received application, examines it, agrees due measures
over this application with its trustee, if necessary gets information from the other departments,
organizes responding to the application in coordination with the division. If necessary in the process
of examination division requires from the consumer submission of additional documents and
information within 1 day and sends them to the related structural division. If it’s necessary to meet
with consumer a head of the related structural division consults with the head of division and an
appointment with the consumer is made. In the issue of examinations and appointments the related
structural division makes an appropriate decision and agrees this decision with its trustee and head
of division.
3.4. Draft of the response to consumers’ application is prepared by the related structural division at
maximum within 5 working days from the date of application receipt, conclusions and proposals of
the head of division are taken into account, is agreed with the associated trustee, is signed and
submitted to the head of division. Head of division prepares letter of response for consumer on the
basis of the letter received from the related structural division, signs it and submits it to the member
of the Board of Directors for signature.
3.5. Consumers’ applications are responded at maximum within 10 working days and are sent to
them by the division. Responses to consumers’ applications are signed by the authorized member of
the Board of Directors. Applications of the people whose actions have been complained of are not
responded.
3.6. If consumers’ applications require additional examination, responding to such applications may
be extended for 20 working days. In this case causes of delay of examination, the next steps to be
taken and the deadline of response are clearly explained to the consumer by the division. In case if
additional documents are due to be submitted, the consumer should be informed about this, and
deadlines for submission the documents should be indicated.
3.7. Inquiries of the Central Bank concerning consumers’ applications are examined within 5
working days and a response is sent to the Central Bank. If the Central Bank requires responding to
applications within a shorter period of time, then consideration and responding to these applications
is carried out within the period defined by articles 3.5 and 3.6 of these rules.
4. REGISTRATION OF APPLICATIONS
4.1. All received applications (regardless of means of receipt) must be registered by the structural
division and each registered application must be marked with special registration number.
4.2. Registered applications should be kept a register according to “Special standard form for
keeping a register of applications” (Annex 2) by the structural division within one working day.
Special standard form serves for more comprehensibility of basics and character, effective
classification and regulation of consumers’ applications. Registered applications must be kept in
registration base at least for 5 years.
4.3. Data in register must be classified by receipt period (on half-year basis for each year) and the
character of application (distribution by quantity of response, currently examining or refused
applications and their content about products and services, as well as specific content of the
application), must be placed on “application” section of the internet site of the bank on half-year
basis (Annex 3) and must be kept there at least for 3 years. Summaries must be disclosed on
consumer’s demand.
5. ACTIVITY AND REPORTS OF THE DIVISION
5.1. Division organizes works over the regulation of relations with consumers, protection of rights
and consideration and responding to their applications, ensures execution of normative legal acts of
the Central Bank and these rules.
5.2. For purpose of examination of consumers’ applications the division is authorized to organize
operative information exchange with the other structural divisions and to require appropriate
information.
5.3. Control over the activity of the division is carried out by the person in charge assigned by the
Supervisory Board. Head of the division provides the person in charge with the reporting system.
The person in charge is directly responsible for the ensuring and execution of the process of
applications examination and has an authority of signature.
5.4. Division gives to the Person in charge, Board of Directors and Supervisory Board a quarterly
report about its activity. Functions and authorities of the division are defined by its charter.
5.5. Division analyses registered applications, examines their reasons and prepares reports about
their results covering at least the following information:
5.5.1. information about consumers;
5.5.2. quantity, character and reasons of applications;
5.5.3. distribution of applications by products and services;
5.5.4. quantity of responded, currently examining or refused applications;
5.5.5. quantity of indemnified applications and amounts of compensation;
5.5.6. comparative analysis of the information indicated in the articles 4.6.1-4.6.5 of these rules with
the previous years (on monthly, quarterly and annual basis);
5.6.7. Proposals for the elimination of shortcomings (proposals must cover change of the process of
sales of products, types of products, means of communication with consumers, advertisement
information and change of such processes, products and information and other issues).
5.7. Reports prepared by the division must be monthly submitted to the Person in charge, must be
discussed by the Supervisory Board not less than once in quarter and appropriate decision must be
made.
5.8. Activity of the division must be inspected by the audit department at least once a year, report on
the results of inspection must be discussed at Audit Committee and Supervisory Board.
5.9. For placing on the internet site of the Central Bank division submits its contact information
(phone number, e-mail address, postal address of the division and first name, last name and
patronymic of the director of division) and changes made in this information within 2 working days
to the Central Bank and places it on the internet site of the bank.
6. FINAL PROVISIONS
6.1. These rules should be submitted to consumers on their demand. Division must prepare a brief
summary of these rules covering the process of consideration of applications written in simple
language and should submit it to consumers on their demand.
6.2. These rules must be available for all employees of the bank. Rules and their summaries must be
placed in clearly readable form in special section for applications on the internet site of the bank.
6.3. All employees must become familiar with these rules and sign for familiarizing.
6.4. Addendums and amendments to these rules are made by the Supervisory Board of the bank.
Applications
department
“Bank Silk Way”OJSC
Rules of consumers’
applications consideration
ANNEX 1
Ways of apply
1.Oral
2.Written
3.Hot line
4.Online application
Proposal
You can make
propositions
providing
enhancement
of
bank
activity,
resolution of
issues
connected
with technical,
legal, creative
and
other
spheres.
Application made by coming to the bank
Application made by official statement to the address: Baku city,
Nizami str., 142A or to e-mail address: e.rahimov@bankisilkway.az
012-931
Application form made by entering to internet site of the bank:
www.Banksilkway.az
Complaint
You can leave
comments and
complaints
related
to
restoration of
your
rights,
violated by the
bank.
Application
You can set up
claims
associated
with
the
implementatio
n of your
rights.
-
Application form for submission of
proposals
Application form for complaints
Application form for requirements
Name of applicant:
Surname:
E-mail address:
Patronymic:
Age:
Residential address and phone Legal entity
number:
Natural person
(tick off)
E-mail address:
Legal
entity Natural
Products and Services of the
Bank
person
(tick off)
-
Bank account
Bank deposit
Urgent
money
transfers
Exchange
Online banking
Credit cards
Debit cards
Airline cards
Consumer credit
Automobile credit
Mortgage credit
Business credit
Investment products
Other financial
products
1500 symbols at maximum
“Bank Silk Way”OJSC
Rules of consumers’
applications consideration
ANNEX 2
Form of keeping a register of applications
Registrat
ion No.
of
applicati
on
Date
of
recei
pt
Applic
ation
type
Inform
ation
about
product
s and
service
s
Informati
on about
applicatio
n
type
and
content
Specific
content of
application
First
name,
last
name,
patrony
mic of
applica
nt
Age
Contac
t
inform
ation
of
applica
nt
Means of
submission
Form
of
applica
tion
Previ
ous
appli
catio
ns
Tracking
of
impleme
nted
activities
Result
“Bank Silk Way”OJSC
Rules of consumers
applications consideration
ANNEX 3
Applications registration
Incoming
applications
No.
Applications character
Responded
Currently under
consideration
Products
and services
Refused
Specific content
of application
Aggregate
result