System created to resolve complaints against banks
Posted: Wed Jan 08, 2025 3:45 am
Indecopi and Asbanc present Alóbanco, a telephone alternative that would make it easier for users to file complaints.
A telephone booth with the extensions of 12 banks and a financial institution is the new mechanism that Indecopi , together with the Association of Banks (Asbanc), has implemented to expedite the presentation of complaints by consumers.
Initially, this infrastructure, called Alóbanco , will be located at the San Borja, Los Olivos and Trujillo offices of the aforementioned state entity. It will soon be implemented at the Congress facilities (Cercado de Lima) and at the regional offices of Indecopi.
IN FIVE SECONDS Unlike the banks' own telephone lines, this tool allows the user to communicate with a company executive in an average time of exit number screening five seconds to file a claim , says Gloria Malca, Deputy Technology Manager at Asbanc.
A maximum period of seven days has been established to resolve the claim or complaint. "In the Alóbanco pilot program, they already obtained results in two or three days, while, in traditional channels, the average time is 30 days," he says.
The executive of the banking association says that in order to guarantee faster service, there is an exclusive call center.
Fiorella Molinelli, an Indecopi official , indicates that, in its testing phase, Alóbanco has resolved 20% of the complaints submitted to its headquarters . 50% of these were resolved in favor of the consumer, notes Asbanc.
Between February 2011 and January 2012, Indecopi's Citizen Service Center (SAC) alone has received more than 6,700 complaints against banks and financial institutions.
A telephone booth with the extensions of 12 banks and a financial institution is the new mechanism that Indecopi , together with the Association of Banks (Asbanc), has implemented to expedite the presentation of complaints by consumers.
Initially, this infrastructure, called Alóbanco , will be located at the San Borja, Los Olivos and Trujillo offices of the aforementioned state entity. It will soon be implemented at the Congress facilities (Cercado de Lima) and at the regional offices of Indecopi.
IN FIVE SECONDS Unlike the banks' own telephone lines, this tool allows the user to communicate with a company executive in an average time of exit number screening five seconds to file a claim , says Gloria Malca, Deputy Technology Manager at Asbanc.
A maximum period of seven days has been established to resolve the claim or complaint. "In the Alóbanco pilot program, they already obtained results in two or three days, while, in traditional channels, the average time is 30 days," he says.
The executive of the banking association says that in order to guarantee faster service, there is an exclusive call center.
Fiorella Molinelli, an Indecopi official , indicates that, in its testing phase, Alóbanco has resolved 20% of the complaints submitted to its headquarters . 50% of these were resolved in favor of the consumer, notes Asbanc.
Between February 2011 and January 2012, Indecopi's Citizen Service Center (SAC) alone has received more than 6,700 complaints against banks and financial institutions.