The Bangko Sentral ng Pilipinas (BSP) has emphasized the availability of BSP Online Buddy (BOB) under its Consumer Assistance Mechanism (CAM) to address concerns and complaints from financial consumers.
During the BSP Media Information Session in Nueva Ecija, BSP Consumer Protection and Market Conduct Office (CPMCO) Acting Deputy Director Rachel Barbosa-Salva stated that BOB is a highly customized complaints-handling chatbot.
She added that it is powered by Artificial Intelligence or AI machine learning and natural language processing, enabling it to converse in English, Filipino, and Taglish.
“Once you log your complaint through [BOB] and provide all the necessary information, you will receive a reference number, and the complaint will automatically be referred to the senior management of the concerned financial institution. This means they will be able to handle your complaints, inquiries, and requests,” Salva explained.
BOB is accessible 24/7 through the BSP website at https://www.bsp.gov.ph and Facebook Messenger chat via BSP’s official Facebook page, @BangkoSentralngPilipinas, providing consumers with an easy way to raise concerns anytime, as long as they have internet access.
Salva shared that, due to its real-time and automated features, 95 percent of consumer complaints are now routed through BOB.
“Luckily, this time, the usage rate of [BOB] for complaints has increased. This means we are highly efficient in ensuring that the complaints we receive are referred back to the financial institution, not only for their information but also for appropriate action and resolution. So, that’s the efficiency of technology,” Salva highlighted.
While BSP encourages the use of this automated channel for quicker resolutions, it continues to maintain traditional channels for consumers who prefer human interaction.
Among the traditional channels are direct lines at (02) 5306-2584 or (02) 8708-7087, and a trunkline at (02) 8708-7701 loc. 2584, where financial consumers can call to address their concerns.
Additionally, they can submit their Complaints, Inquiries, and Requests Form via fax at (02) 8708-7088 or email at consumeraffairs@bsp.gov.ph.
Consumers may also send postal mail to CPMCO at the BSP Complex in Malate, Manila.
For those who prefer face-to-face interaction, BSP has a Consumer Assistance Desk at the BSP Manila Office, as well as at its regional offices and branches.
“It’s striking a balance between these [online and traditional] channels for the betterment of efficiency of effective recourse and assistance. So, we maintain these traditional channels for financial consumers,” Salva furthered.
BSP CAM channels are part of the central bank’s ongoing effort in line with its Circular No. 1169 or the Rules of Procedure for Redress under Republic Act No. 11765, also known as the Financial Consumer Protection Act. (PIA Region 3-Nueva Ecija)
PHOTO CAPTION:
(Camille C. Nagaño/PIA 3)
