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1. Establishment of the Department

No: 44069265 Date(g): 21/3/2023 | Date(h): 29/8/1444 Status: In-Force

1-1 The department shall be established by a decision of the bank's Board of Directors and shall report directly to the highest executive position in the bank, whether the CEO, General Manager, or Managing Director. In the case of temporary absence of this position, the department shall report to their deputy, and it should not be administratively linked to any other department within the bank.

1-2 The department shall be granted the necessary powers, financial, technical, and human resources support to perform its duties efficiently and with high quality.

1-3 The department must consist of at least three units (the bank determines the level of each unit based on its business volume and number of customers): the Complaints Handling Unit, the Quality and Performance Analysis Unit, and the Financial and Educational Awareness Unit.

1-4 Without prejudice to the provisions regarding the Requirements for Appointments to Senior Positions in financial institutions under the supervision of the Central Bank, the bank must obtain written approval from the Central Bank before appointing or assigning a manager to the department.