Description
There is virtually neither an institution nor an initiative in Romania in charge of the protection of banking customers. Unsatisfied clients send their complaints either to the National Authority for Consumers Protection or to the National Bank of Romania.
An Ombudsman institution could be a solution for prompt and impartial resolution of complaints that customers have been unable to resolve satisfactorily with their banks. In order to prevent the occurrence of conflict situations and in order to ensure the customer' self-protection, more resources should be allocated for consumers' education.
Impact Drivers
- Public: To improve the relationship with consumers, the customer goodwill, and the image of the banking system.
- Private: To increase consumers capability to manage their financial affairs more effectively by helping them to have as much proper information as possible.
Economics
In 2004, as a comparison, the Italian Banking Ombudsman received about 4700 complaints and addressed a similar number.
SPI Committee Involvement
Industry reputation is a very important "public good" that deserves to be addressed with as the broadest possible public - private support.Additional Information on SPI Committee.
Management
Radu Negrea
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Project Owner (PO) , General Secretary Romanian Banking Association
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Monica Iovu
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Project Manager (PM), Director OTP Bank Romani
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Alis Avramescu
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Deputy Project Manager (DPM), Deputy Director National Bank of Romania
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Members |
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Catalina Clinci
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Manager Raiffeisen Bank Romania
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Aurora Stancu
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Quality Manager,Banca Comerciala Romana
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Bogdan Stanica
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Legal Advisor, National Bank of Romania
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Ioana Bosinceanu
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Manager, Head of Legal Department
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Terms of Reference
Regulatory Impact Assessment
SPI Committee Enactment Documents
SPI Committee Correspondence
Technical Documents
Ombudsman Technical Seminar
Project Working Group Minutes
Press Coverage
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