People with disabilities, the elderly and pregnant Sudeban
updated standards of care also makes specific definitions of banking and financial institutions must meet these guidelines and concepts such as cash transactions box office and made necessary comprehensive care
The Superintendency of Banks and Other Financial Institutions (Sudeban) amended the rules relating to health and fitness facilities for people with disabilities, seniors and pregnant women, in force since 2008, directed to reduce the time of care and ensure access to these services as comfortable as possible and in prime condition.
the new regulation was published in the Official Gazette number 39,520 for Wednesday, September 29, 2010 and perfected, among other details, the previous standard by clarifying the definition of disability based on the international classification issued by the Organization World Health Organization (WHO).
also makes specific definitions of banking and financial institutions must meet these guidelines and concepts such as cash transactions, ticket sales and made comprehensive care necessary for a proper understanding of the rule, they reviewed the Venezuelan News Agency (VNA).
Affirms the need to bring in the main office and national agencies, at least one box office fully identified preferential treatment for people with disabilities, seniors and pregnant women, and the inclusion of a box office maximum height of eighty feet and / or a set of comprehensive care for people who move in wheelchairs.
The new rules indicate the need to keep running every day banking hours, including lunch breaks, preferential box office and comprehensive care as eighty inches or box office. Also need
to reduce the waiting time to fifteen minutes for this group of citizens, "provided they have fully completed the forms, forms or other documents required by the institutions for the purposes of processing your transaction" covered by the regulation.
From 04/10, banks have to meet in 30 minutes
From this week, banks are obliged to care for people within 30 minutes, and if it is pregnant will have to do it in 15 minutes.
are two formal resolutions adopted recently.
According to the note appended to the BBC, the banks "not clear how to achieve it and customers are skeptical.
Venezuelan banks still not clear how to make it and customers are skeptical. But from this week are required to serve people within a maximum of 30 minutes -15 if you are pregnant women, elderly or disabled, according to officials recently approved two resolutions.
is a distant dream for many who find it impossible to live without a bank. Payment of basic services, the cancellation of fees for procedures (such as obtaining a driver's license or a passport), the recovery of wages and pensions, the procedures for obtaining a zero dollar official rate ... everything seems to have to go by the ticket offices of banking institutions.
This is compounded by the high reliance on checks in a country that runs away and does not end cash to get used to credit and debit cards.
On the one hand, high crime rates discourage carry large sums of cash. On the other hand, always seems to need a receipt, a receipt, a slip of paper, certifying paid or charged to the smaller amount.
"The day they stop accepting the check, that day can be lost in the financial system safety. The check is endorsed by the bank, said Friday the president of the Consumers' Association (Arauco), Roberto León Parilli. Structural problems
"It's pathetic. We must stand up early to queue. And then spend two or three hours waiting, is a waste of time," he tells the BBC a lady at the end of a long line just minutes before the opening of a bank branch. Venezuela
not stop to get used to credit and debit cards.
"I went to another bank first. I got a number ... had 200 people ahead!", Stands a knight brandishing a ticket to turn 383 into evidence.
The new standard, which was approved last week and completed on Thursday with additional provisions, also requires banks to put all their lockers operational and create a "customer advocate" to ensure their interests.
"The bank does not dispute the importance indeed, the need to improve service quality and waiting times (...) However, a number of structural problems, it is important that you correct to resolve the issue," he BBC says the spokesperson of the Banking Association of Venezuela, José Grasso.
Grasso speaks of checks and collection of pension and retirement pension agency. Many procedures, he says, could be made by phone or internet.
Here 28 million phones. Today there are developments in mobile banking. And in terms of internet, we have about nine million users throughout Venezuela. The bank has to push the use of electronic banking, ATMs and mobile banking
The bank has to push the use of electronic banking, ATMs and mobile banking, "he says.
However, it is a fact that many banks do not help. Access Internet services may involve a cumbersome procedure, including the application of several key banking agencies .... And some systems are not reliable.
spokesman denies banking sector, but questioned the time factor. "I believe that banks have to carry out programs and systems to correct where necessary. There are a reflection that involves adjustments by many. But the important thing is to generate awareness of these things and allow time for changes occur logistical, operational and structural, "he says.
" And you need a change of attitude, "says a young, back in line to enter the bank." They treat us as if we were doing a favor, and it is our money that they are making money with them, "he complains.
Defender
According Grasso," could talk about a period of six months to a year to have a service optimized " .
But the resolutions do not give that time to the bank. The improvements in service times are of immediate-although so far nobody has been punished, while they have 60 days to create the Customer advocates.
What is this picture? Banco del Caribe (Bancaribe) is one of the few who have experience in this field. Carlos Garrido ombudsman has been there for ten years, during which claims to have examined about 8,500 cases.
First, Garrido said that the bank is not an employee but a contractor. Its decisions are final and binding. "The day you do not have that autonomy, the defender is no longer defending anybody," he told the BBC.
A office comes much of the claims have been rejected by the bank's regular route, representing about 10% of the total. "We act as lawyers and analyze more detail, while the bank makes a massive work (...) In 70% of cases the customer is right and ordered a refund.
Garrido talks about refunds because most of the complaints (97%) is about "cloning" or fraudulent use of debit or credit cards. But it also accepts "no cash" for issues such as quality of care in agencies.
a result of new resolutions, its role will be expanded in this area. "We are making arrangements to see how the bank will address the implementation of the systems in offices and the appointment of employees to be met within 30 minutes. Monitor, then there is no failure. It will be a big challenge, "anticipates.
Venezuelan banks still not clear how to make it and customers are skeptical. But from this week are required to serve people within a maximum of 30 minutes -15 if you are pregnant women, elderly or disabled, according to officials recently approved two resolutions.
is a distant dream for many who find it impossible to live without a bank. Payment of basic services, the cancellation of fees for procedures (such as obtaining a driver's license or a passport), the recovery of wages and pensions, the procedures for obtaining a zero dollar official rate ... everything seems to have to go by the ticket offices of banking institutions.
This is compounded by the high reliance on checks in a country that runs away and does not end cash to get used to credit and debit cards.
On the one hand, high crime rates discourage carry large sums of cash. On the other hand, always seems to need a receipt, a receipt, a slip of paper, certifying paid or charged to the smaller amount.
"The day they stop accepting the check, that day can be lost in the financial system safety. The check is endorsed by the bank, said Friday the president of the Consumers' Association (Arauco), Roberto León Parilli. Structural problems
"It's pathetic. We must stand up early to queue. And then spend two or three hours waiting, is a waste of time," he tells the BBC a lady at the end of a long line just minutes before the opening of a bank branch. Venezuela
not stop to get used to credit and debit cards.
"I went to another bank first. I got a number ... had 200 people ahead!", Stands a knight brandishing a ticket to turn 383 into evidence.
The new standard, which was approved last week and completed on Thursday with additional provisions, also requires banks to put all their lockers operational and create a "customer advocate" to ensure their interests.
"The bank does not dispute the importance indeed, the need to improve service quality and waiting times (...) However, a number of structural problems, it is important that you correct to resolve the issue," he BBC says the spokesperson of the Banking Association of Venezuela, José Grasso.
Grasso speaks of checks and collection of pension and retirement pension agency. Many procedures, he says, could be made by phone or internet.
Here 28 million phones. Today there are developments in mobile banking. And in terms of internet, we have about nine million users throughout Venezuela. The bank has to push the use of electronic banking, ATMs and mobile banking
The bank has to push the use of electronic banking, ATMs and mobile banking, "he says.
However, it is a fact that many banks do not help. Access Internet services may involve a cumbersome procedure, including the application of several key banking agencies .... And some systems are not reliable.
spokesman denies banking sector, but questioned the time factor. "I believe that banks have to carry out programs and systems to correct where necessary. There are a reflection that involves adjustments by many. But the important thing is to generate awareness of these things and allow time for changes occur logistical, operational and structural, "he says.
" And you need a change of attitude, "says a young, back in line to enter the bank." They treat us as if we were doing a favor, and it is our money that they are making money with them, "he complains.
Defender
According Grasso," could talk about a period of six months to a year to have a service optimized " .
But the resolutions do not give that time to the bank. The improvements in service times are of immediate-although so far nobody has been punished, while they have 60 days to create the Customer advocates.
What is this picture? Banco del Caribe (Bancaribe) is one of the few who have experience in this field. Carlos Garrido ombudsman has been there for ten years, during which claims to have examined about 8,500 cases.
First, Garrido said that the bank is not an employee but a contractor. Its decisions are final and binding. "The day you do not have that autonomy, the defender is no longer defending anybody," he told the BBC.
A office comes much of the claims have been rejected by the bank's regular route, representing about 10% of the total. "We act as lawyers and analyze more detail, while the bank makes a massive work (...) In 70% of cases the customer is right and ordered a refund.
Garrido talks about refunds because most of the complaints (97%) is about "cloning" or fraudulent use of debit or credit cards. But it also accepts "no cash" for issues such as quality of care in agencies.
a result of new resolutions, its role will be expanded in this area. "We are making arrangements to see how the bank will address the implementation of the systems in offices and the appointment of employees to be met within 30 minutes. Monitor, then there is no failure. It will be a big challenge, "anticipates.
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