Extract from the Regulations on the Procedure for Reviewing Applications and Personal Reception of Applicants at Raiffeisen Bank JSC, approved by Board Resolution No. P-17/2 dated February 1, 2019.
6. Procedure for personal reception of Applicants by the Bank's management:
6.1. Personal reception of Applicants at the Bank is conducted by the Chairman of the Bank's Management Board and regional directors of the Bank's regional directorates and the retail business director of the Kyiv regional directorate of the Bank.
6.2. The schedule of personal reception of Applicants by the Chairman of the Bank's Management Board and regional directors of the Bank's regional directorates and the retail business director of the Kyiv regional directorate of the Bank is approved by the relevant orders of the Bank.
6.3. The procedure for receiving Applicants by the Chairman of the Board is carried out by appointment in the Department of Executive Management and Communications by phone (044) 490 89 95.
6.4. During their absence (business trip/vacation/illness), the Chairman of the Board/regional directors of the Bank's regional directorates and the retail business director of the Kyiv regional directorate may instruct another official of the Bank to conduct a personal reception of the Applicants.
In the event that the Appeal concerns the restructuring of credit obligations of individuals, the Director/acting Director/Head of the Department of Problem Portfolio Quality Management and Development of Debt Settlement Products of the Department of Problem Debt for Retail Customers is responsible for receiving Applicants .
6.5. The Department of Executive Management and Communications/ an employee of the Administrative Service of the OD ensures that information about the schedule of personal reception of the Applicants is placed on the official stand in the Central Office/Directorate of the Bank in an accessible place for free inspection by the Applicants.
During the preliminary appointment for a personal appointment, the following information is obtained from the Applicant:
1. full name;
2. place of residence;
3. content of the raised issue;
4. phone number for communication, etc.
It is not allowed to find out information about the Applicant's identity, which is not related to his Application.
6.6. Applicants may be refused an appointment for a personal appointment on the following grounds:
6.6.1. repeated Appeal of the same Applicant on the issue that was already considered at the Bank and was decided on the merits;
6.6.2. An appeal regarding the appeal of the decision, which was submitted in violation of the terms specified by Article 17 of the Law of Ukraine "On Appeals of Citizens".
Applicants are provided with reasonable explanations regarding the reasons for refusal to make an appointment for a personal appointment.
6.7. Re-admission of Applicants on issues that were already considered during the personal interview or raised in Written Appeals is held if the issues have not been resolved on the merits and there is a need for a re-meeting. In the case of re-registration of Applicants for a personal reception on issues that were already considered during the personal reception, materials related to previous Applications are sent to the Department of Executive Management and Communications (including at its request in electronic form via the Bank's e-mail means) to the FPS [email protected] .ua
6.8. In order to gain access to the Bank's premises, where a personal reception is held, Applicants must present identity documents. The reception of applicants may be attended by their representatives, whose powers are formalized in accordance with the procedure established by the legislation of Ukraine.
The presence of outsiders during the personal reception of Applicants is not allowed.
6.9. The Chairman of the Board/regional directors of the Bank's regional directorates/director of retail business issues of the Kyiv regional directorate during the personal reception of the Applicants consider the issues on the merits, provide in accordance with the legislation of Ukraine, including the normative legal acts of the NBU, as well as the normative documents of the Bank, substantiated responses and take measures to eliminate violations (if any). If it is not possible to resolve the issues raised in the Applicants' Appeals directly during the personal reception, they are considered in the general procedure provided for in this Regulation for consideration of Written Appeals.
6.10. Written appeals submitted during the personal reception of Applicants are forwarded to the Recordkeeping Service for further registration and referral to the Complaints Processing Unit or the Problem Loans Department for consideration.