The Central Bank of the Republic of Azerbaijan has implemented a set of initiatives to strengthen the protection of financial services consumers and investors, focusing on the role of call centres and improving access to the Central Bank’s “966” hotline and related information. As part of this work, it held a meeting with around 150 representatives from the Azerbaijan Banks Association, Azerbaijan Insurers Association, Azerbaijan Microfinance Association, Azerbaijan Fintech Association and Azerbaijan Capital Markets Association, as well as their member organisations, dedicated to the importance of call centres in protecting consumer and investor rights. The discussion covered how the Central Bank’s call centre is organised and included recommendations to improve information accessibility via organisations’ hotline numbers; participants also raised proposals to improve services and received responses to questions. Separately, the Central Bank updated the FAQ database on its official website based on enquiries received through the call centre. In addition, work has been carried out to ensure that physical payment terminals of electronic money institutions and payment institutions operating in Azerbaijan, as well as their websites and mobile applications, display information about the “966” hotline to enable timely reporting and handling of payment service issues. The Central Bank noted that similar earlier measures led banks, non-bank credit institutions, insurers and currency exchange offices to place “966” hotline information in their administrative buildings, branches and representative offices.

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