The Agency for Regulation and Development of the Financial Market of the Republic of Kazakhstan has set individual quantitative and qualitative performance indicators for all banks covering complaints handling, reductions in problem loans and the effectiveness of debt resolution. Performance will be monitored and reviewed monthly. The emphasis is on resolving borrowers’ problems rather than simply providing formally correct responses, consistent with the agency’s move to conduct supervision on July 1. Assessments will consider the timeliness and completeness of responses, repeat and substantiated complaints, assistance to borrowers and the restoration of repayment discipline. Particular attention will go to collective settlement of debts owed to several creditors through Finkelisim, the platform operating since July 1, 2026, which allows eligible borrowers to seek resolution through a single application. An operational task force will be established to coordinate complaints handling, problem debt reduction and resolution, and preparations for the financial ombudsman’s work. A separate digital platform, FinOtinish, is being developed to receive and track applications, support interaction with financial institutions and monitor implementation of decisions. These preparations follow the adoption of unified financial ombudsman rules that take effect on Jan. 1, 2027.

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