SIO-5.7.5
A stablecoin issuer’s internal complaint handling procedures must be designed to ensure that:
(a) All complaints are handled fairly, effectively and promptly;
(b) The number of unresolved complaints referred to the CBB is minimized;
(c) The employee responsible for the resolution of complaints has the necessary authority to resolve complaints or has ready access to an employee who has the necessary authority;
(d) Relevant employees are aware of the licensee’s internal complaint handling procedures that they comply with them and receive training periodically to be kept abreast of changes in procedures; and
(e) Complaints are investigated by an employee of sufficient competence who, where appropriate, was not directly involved in the matter which is the subject of a complaint.
Added: July 2025