The Romanian Financial Supervisory Authority (ASF) published activity results for its consumer Call Center for 2024, reporting 13,386 enquiries from users of non-bank financial services, up around 11% year on year. ASF also reported that more than 90% of consumers were satisfied with the information provided, with a survey-based score of 91.29% satisfied. Private pensions accounted for 5,691 calls (42.51% of the total, up 32.53%), followed by insurance and reinsurance with 4,951 calls (36.99%, down 6.87%), financial instruments and investments with 448 calls (3.35%, up 25.14%), and calls to the alternative dispute resolution entity SAL-Fin with 295 calls (2.2%, up 21.4%); “other information” represented 1,957 calls (14.62%, up 9.57%) and English-language calls 44 (0.33%, up 7.32%). ASF reported that 78.19% of calls were resolved within five minutes and around 15% within five to 15 minutes, while 0.76% took more than 20 minutes due to higher complexity; the public relations unit also made 2,211 proactive calls and provided in-person specialist assistance to 1,363 consumers (up 2.5% from 2023).
Romanian Financial Supervisory Authority 2025-02-14
Romanian Financial Supervisory Authority reports 13,386 consumer enquiries handled by its call centre in 2024
The Romanian Financial Supervisory Authority reported a 11% increase in consumer Call Center enquiries for 2024, totaling 13,386, with over 90% consumer satisfaction. Private pensions led the enquiries, followed by insurance and reinsurance, with most calls resolved within five minutes. The public relations unit also made 2,211 proactive calls and provided in-person assistance to 1,363 consumers.