Madina Abylkasymova held a reception of citizens in the public reception of the Amanat party
As part of the tasks for the formation of a "hearing state" set by the Head of State Kassym-Jomart Tokayev in his Address to the People of Kazakhstan, as well as within the framework of the activities of the Agency for Regulation and Development of the Financial Market of the Republic of Kazakhstan (hereinafter β the Agency) for the protection of the rights of consumers of financial services, the Chairman of the Agency Madina Abylkasymova held a regular reception of citizens in the public reception of the party "Amanat".
During the reception, issues related to the participation of citizens in the Mortgage Loan Refinancing Program (hereinafter referred to as the Program), as well as the settlement of loans of citizens affected by the actions of financial fraudsters were considered.
M. Abylkasymova noted that no appeal will be ignored, all the issues voiced by citizens will be executed in compliance with the norms of the law.
For 8 months of 2023, the Agency received 40.9 thousand appeals from citizens. The main share of appeals from citizens and organizations fell on the banking sector β 54% or 22.3 thousand applications. Regarding the activities of microfinance organizations β 29% or 11.3 thousand applications, insurance market entities β 2% or 1 thousand applications, other financial market entities β 15% or 6.3 thousand applications.
According to the revealed violations within the framework of consumer protection of financial services, 122 measures and 95 administrative penalties totaling 80.5 million tenge have been applied to financial organizations since the beginning of 2023.
On a regular basis, the Agency monitors the implementation of a single procedure for the settlement of overdue debts on bank loans and micro-loans of citizens.
Since the beginning of 2023, as part of the settlement of problem debts, 830 thousand borrowers have received debt restructuring, including bank loans of 440 thousand borrowers, micro-loans of 390 thousand borrowers
For operational interaction with the population, the Agency operates a call center. For 8 months of 2023, the call center received about 20.8 thousand calls from citizens. More than 1,044 appeals from citizens have been received and processed through the mobile application "Fingramota Online".
Since the beginning of 2023, a Public reception has been functioning, where citizens can receive information and reference consultations and promptly resolve issues related to the Agency's activities. In just 8 months of this year, 959 citizens applied to the Public Reception of the Agency, including 732 appeals on banking issues; 126 appeals on microfinance activities; 39 appeals on the activities of collection agencies; 12 appeals on the activities of organizations engaged in certain types of banking operations, and 50 appeals on other issues.
M. Abylkasymova also noted that the issues related to the protection of SVSP are under special control of the Agency. So, for the entire period of the Program implementation, loans of 46.2 thousand borrowers in the amount of 333.9 billion tenge were refinanced. Taking into account the changes made to the Program in 2023, support measures as of September 1, 2023 were received by 10.6 thousand borrowers in the amount of 74.7 billion tenge. The term of assistance to mortgage borrowers has been extended until December 31, 2023.
Madina Abylkasymova noted that the protection of the rights of consumers of financial services is one of the most important tasks of the Agency, the reception of citizens will be carried out on a systematic basis.
Representatives of the Agency will consider each application of applicants and provide detailed explanations of the legislation in the banking, insurance, microfinance spheres, the activities of collection agencies and credit bureaus, as well as professional participants in the securities market. If necessary, employees of the Public Reception can arrange meetings with representatives of banks, MFOs or public associations.
The Public Reception is open from Monday to Friday from 10:00 to 13:00 and from 15:00 to 17:00.
You can also make an appointment for a personal reception of citizens, which is conducted by the management of the Agency's structural divisions in the Public Reception.
For additional consultation, you can contact the Agency via:
call center by number "1459" (opening hours from Monday to Friday, from 09:00 to 17:00);
mobile application "ππππππππππ πΆπππππ", which can be downloaded in the App Store and in the Play Market.
For the protection of the rights of consumers of financial services, please contact the call center by numbers: 1459, +7 (727) 237 1000 ( a call from a mobile is free)
Opening hours: Monday-Friday from 09:00 to 17:00
Agency's External Communications Division
+7 (727) 237 1089, press@finreg.kz