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RBZ Consumer Protection Framework no.1-2017/BSD

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1.5.1 The objectives of the Framework are to: -
(a) promote consumer rights by setting out minimum standards for regulated
entities in achieving consumer protection;
(b) ensure availability of consumer redress and development of formal or
informal robust grievance redress mechanisms for handling customer
grievances that are fair, expeditious, inexpensive and accessible;
(c) ensure fair and equitable business practices, protecting interests of both
consumers and regulated entities; and
(d) foster customer confidence and trust in the banking sector