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Raiffeisen Bank International | Sustainability Report 2017
GRI content index / Assurance statement Engaged citizen Fair partner Responsible banker Sustainability management Overview Foreword
Complaint management
So as to implement the complaints procedure guidelines for European financial institutions of the EBA/ESMA
committee (European Banking Authority/European Securities and Markets Authority), RBI introduced a central
complaint management system during the third quarter of 2016 and passed corresponding head office and
group laws. We define a complaint as any type of expression of dissatisfaction directed toward the bank by a
person (natural or legal) with a specific demand regarding a specific transaction, as long as this same demand
is not the subject of a pending process in a court or at a board of arbitration or of a decision already issued by
such a body. The central responsibility for complaint management lies with Group Compliance. In accordance
with head office law, decision can be taken in co-operation with the departments that certain complaints will be
processed and resolved within the departments (in compliance with the prescribed process steps).
If an expression of annoyance – and therefore a possible complaint – is addressed to the bank or an employee,
this must be evaluated as to whether or not it qualifies as a complaint. If it does qualify as a complaint, it must
always be entered directly and without delay into the web-based complaint management system (IT system
“Archer”). The person issuing the complaint must then be kept informed of the receipt and handling of the
complaint. It must be evaluated and decided whether the complaint is justified. This decision is made by the
person or department responsible for complaint management. The result must then be documented in the system
and the person who registered the complaint must be informed. The department responsible for processing the
complaint must investigate its cause.
RBI does not consider customer complaints to be a burdensome nuisance; on the contrary, they are seen as a
welcome opportunity to enhance customer loyalty to the bank through handling the complaint in the best possible
way. Furthermore, they offer useful indications of potential for improvement. This attitude is held by all employees,
especially those who come into contact with customers. We want to give customers the feeling that their issue or
problem is being taken seriously and that someone is personally working toward a quick and individual solution.
Information about the complaints procedure can be found on our website (www.rbinternational.com Customer
Relations Complaints Management).
Responsible sales practices and marketing
As surveys consistently show, trust is at the top of the list when it comes to
choosing the right banking partner. Since trust is based on honesty, it is
important to RBI that our products and services are clearly and transparently
communicated to all customers and stakeholders. That is why, when
advertising and marketing our products, we align ourselves with strict
principles that are intended to protect customers. False or misleading
information is taboo. Our goal is to inform our customers as far as possible
in an easy-to-understand manner. When giving recommendations, our main focus is to be objective and
comprehensive. It is essential that the risks associated with our products can be clearly demonstrated and
explained to the customer. During the 2017 reporting period, violations of regulations and voluntary codes of
conduct in relation to information and labeling obligations for products and services were identified at two
network banks, and 21 penalties were enforced. All violations that have been classified as operational risks are
monitored and controlled on a group-wide basis within the scope of the operational risk management by the
“Operational Risk Controlling” team as part of the “Integrated Risk Management”. The incidents are recorded in
a central database, the risk is evaluated, scenarios and action plans are analyzed and early warning indicators
are developed.
In addition, we carry out promotions in accordance with the ethical and moral principles of the code of ethics of
the Austrian advertising industry and we are committed to complying with quality criteria agreed jointly with the
advertising industry that extend beyond the statutory provisions. For this reason, the Raiffeisen Banking Group
(and therefore also RBI AG) have been awarded the Pro-Ethics Seal of the Austrian Advertising Council.