The Agency for Regulation and Development of the Financial Market of the Republic of Kazakhstan published its March 2025 update on consumer rights protection and supervisory actions, focused on borrower complaints involving suspected fraud, assistance with restructuring consumer debt, and measures to reduce debt burdens. In March 2025, the Agency reviewed 14,357 appeals from individuals and legal entities related to financial institutions and collection agencies, reported as 15.0% higher than February 2024. Banks accounted for 53.5% of appeals, microfinance organisations 36.8%, collection agencies 4.8%, insurance market entities 1.0%, other organisations 3.8%, and unnamed financial organisations 0.1%. Supervisory follow-up included three recommendatory supervisory response measures and two administrative penalties totalling KZT 924,000, including a KZT 786,400 penalty for a bank and a KZT 137,600 penalty for a collection agency. The update also reported implementation of the mortgage housing loan refinancing programme across three tracks. As of 1 April 2025, banks had refinanced 32.8 thousand loans totalling KZT 206.1 billion under the track covering mortgages originated in 2004–2020, and converted/refinanced 15.8 thousand foreign-currency mortgages totalling KZT 114.0 billion under the track covering loans issued before 1 January 2016, with this conversion/refinancing running until 31 December 2025. Under the third track, banks had provided additional financial support measures totalling KZT 94.6 billion to 10.6 thousand borrowers in the “ХӘОТ” category, with support available until 31 December 2025 through debt reduction, eased repayment schedules, and returning a borrower’s sole home from a bank’s balance sheet to the borrower’s ownership.

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