The Superintendency of Banks of the Dominican Republic outlined how its Office of User Services and Protection (ProUsuario) strengthened user-facing service delivery in 2025, including deploying specialised software to improve monitoring and measurement of voice interactions and upgrading its telephone and interactive voice response (IVR) systems to handle calls faster and more efficiently. The institution reported a 92% satisfaction index for services provided to the public. ProUsuario recorded 270,000 user interactions in 2025, taking the total to more than 982,260 interactions between August 2020 and December 2025. Complaint handling covered 6,616 cases in 2025, with a 62% favourability rate in responses or resolutions, resulting in DOP 175.6 million credited to banking customers, bringing the cumulative total since August 2020 to DOP 694.2 million. Operational changes were supported by staff training, including a ‘Transcending in Service’ diploma for 80 employees, and the first Service Excellence Week; the office also highlighted its expanded user channels, including a free app with more than 480,000 registered users offering access to credit information, financial education, and the ability to submit complaints and check items such as inactive accounts and deposits at entities under liquidation.

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