The objective of the guideline, which is intended for providers of mobile banking and mobile payment services, is to promote a sound financial system in Mauritius and regulate the mobile banking and mobile payment systems. 7.2 Guideline on Complaints Handling Procedures.
The amendments to the Banking Act 2004 in December 2012 laid down specific provisions in relation to the protection of customers of financial institutions. The Guideline on Complaints Handling Procedures was issued in August 2013. It requires all banks to appoint a complaints officer to deal with complaints and grievances from their customers.