The Agency for Regulation and Development of the Financial Market of the Republic of Kazakhstan has prepared a draft Board resolution to amend the National Bank of Kazakhstan’s 2017 rules on providing banking services and handling customer requests during the delivery of those services by banks and other organisations that conduct certain types of banking operations. The draft is intended to implement legislative amendments focused on financial market development, consumer protection and reducing excessive regulatory prescription. The proposed changes would require banks to define procedures for serving people with disabilities and other groups with limited mobility, taking into account national standards on the accessibility of financial institution branches. Banks would also have to publish a calculator on their websites to help customers compute monthly payments on bank loans, notify customers at least three months in advance of increases to fees for payments and transfers, and apply specified timeframes for reviewing customer submissions as part of new control measures. The draft also includes editorial changes to the title of the underlying normative legal act. The full draft text is available via the “Open NLA” online portal and the Agency’s official website.

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