Citizens can get a free consultation on all problematic issues that related to the microcredits. This service is provided by the Center for the Protection of the Rights of Consumers of Microfinance Services and the Microfinance Ombudsman operating under the Association of Microfinance Organizations of Kazakhstan (AMOFK).
Fingramota.kz will tell in more detail, how borrowers resolve disputes with MFO pre-trially.
In September 2022, a special public body was created under AMFOK in Kazakhstan – the Center for the Protection of the Rights of Consumers of Microfinance Services (Center) and a microfinance Ombudsman to resolve disputes and disagreements between borrowers and MFOs, in order to protect the rights of borrowers, who have encountered violations of their rights, when interacting with a microfinance organization, as well as in order to strengthen the mechanism for pre-trial settlement of citizens’ debts.
At the moment, the microfinance Ombudsman is Serikbai Bashanov, who has a long experience in a senior position in the authorized body for financial control and supervision and also in banks.
Principles of operation of the microfinance Ombudsman are:
Decision-making by the microfinance Ombudsman is carried out in accordance with the procedures established by the Regulations and the Regulations on the microfinance Ombudsman under AMFOK, and when making decisions, he is guided by the current legislation and the terms of the concluded agreements.
What questions can ask MFO borrowers?
Borrowers are experienced a financial difficulties and can contact the center for:
In turn, the Ombudsman helps to resolve disputes, which is arising from a microcredit agreement between a microfinance organization and a borrower if the MFO refuses to resolve the borrower’s problem.
What should be done before contacting the Ombudsman?
It is first necessary to take measures to independently resolve the disputed issue with the creditor, before submitting an appeal to the microfinance Ombudsman. Be sure to contact the microfinance organization with a written or electronic application, to do this. The MFO is obliged to consider your application and give an answer within 15 calendar days.
If it couldn’t be found a compromise, then you can ask a help from the Center. However, if the decision made by the MFO after contacting the Center, also did not satisfy you, then you have the right to contact the Ombudsman.
How to apply the Center?
For all issues of protecting the rights of consumers of microfinance services, including granting a deferral for microcredit, you can contact the Center: +77719333444.
How to contact the Ombudsman?
1 step. Gather a list of documents:
2 step. Fill out an application, the form of which can be downloaded on the Ombudsman’s website https://mfohelp.kz/, and send an appeal to the email address firstname.lastname@example.org, attaching all of the above documents.
3 step. You must provide consent to the disclosure of personal data by filling out two forms:
It should be noted that since November 2023, the Law of the Republic of Kazakhstan has been force in Kazakhstan “On personal data and their protection”, as well as amendments and additions to some legislative acts that ensure the implementation of the adopted Law. The state bodies, individuals or legal entities are obliged to collect, thus, the process personal data solely with the consent of the individual to whom the personal data relates, or his legal representative.
Remember that a loan is a big responsibility and be financially literate with Fingramota.kz! Contact the credit institution for restructuring under the current problem debt of settlement procedure, if it is delaying case.