1. COMMUNICATION AND DISCLOSURE
The Ombudsman offers three formal contact channels: a toll-free phone line, email, and through the Central Bank's "RDR - System for Registering Complaints, Claims, and Requests for Information." In all three means, the maximum deadline to provide a conclusive response to the customer is up to 10 (ten) business days.
During the operation constituted by Conexion and subsequently by Remitly, customer calls are answered from Monday to Friday from 9 am to 6 pm. In addition to the 0800 line, the customer can also register their demand via RDR – Central Bank, email, and service form, which will be automatically directed to the Ombudsman.
The contact channels of the Ombudsman of Conexion and also of Remitly are widely disclosed on the institution's website, receipts, promotional materials, and other documents intended for consumers of Western Union's products and services. The contacts are printed on stickers affixed in places of high customer circulation, as well as in all correspondents, besides the registration in UNICAD.
2.OMBUDSMAN OCCURRENCES
The Ombudsman did not register any occurrences in the first semester of 2024, considering the license transfer process from Conexion to Remitly, making both non-operational during the period.
3.CONCLUSION
The occurrences that are registered in the Ombudsman channel and problematic points reported by customers will be addressed with the resolving areas and direct managers for prompt action and definition of an action plan for the most representative cases by product, also being evaluated by the internal audit services to be used by Remitly.