Complaints Data Regulatory Reporting to SBP

  • The State Bank of Pakistan (SBP) has mandated submission of a regulatory complaints data report to the Consumer Protection Department (CPD).

  • The reporting is carried out in line with the EMI complaint handling system and self-assessment framework on complaint handling.

  • A standard template, provided by SBP, is used for reporting and is attached for regular use.

  • The regulatory reporting unit shares the template with the point of contact (POC) immediately after the quarter ends.

  • The complaint management unit is responsible for compiling, verifying, and documenting all relevant complaint data in line with SBP requirements.

  • The finalized complaints data report must be prepared and submitted to the Consumer Protection Department (CPD) within 15 calendar days after the end of every quarter.

  • A datamap is created, formatted, and updated to ensure accuracy before submission, with records maintained for audit and regulatory compliance


Miscellaneous Reporting

  • The State Bank of Pakistan (SBP) may request additional data or information related to EMI operations, including but not limited to complaint categorization, complaint trends, or specific case details

  • Upon receiving such a request, the regulatory reporting unit reviews the requirement and shares it with the point of contact (POC).

  • The complaint management unit, in coordination with relevant departments, checks the availability of requested data, evaluates its relevance, and ensures that the information can be accurately inferred.

  • A dedicated datamap or dataset is prepared, formatted, and validated for accuracy in line with SBP’s request.

  • The finalized report is submitted to SBP within the stipulated deadline mentioned in the request.

  • All such ad-hoc or miscellaneous reporting is documented internally for recordkeeping, and compliance purposes.