The Money Changer must put in place an appropriate Customer protection framework that meets all the requirements issued by SAMA and particularly contains the necessary measures regarding protection from risks of fraud and loss of privacy. In addition, the following shall be adhered to at all times at a minimum:
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| | a. | Clear information boards stating Customer rights must be put for the public in the head office, branches and electronic platforms of the Money Changer.
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| | b. | Receipts for all transactions executed shall be issued, and a copy thereof shall be delivered to the Customer. Using electronic receipts, such as SMS messages or notifications, is allowed.
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| | c. | A currency exchange rate board must be prominently displayed in the head office, branches and electronic platforms of the Money Changer.
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| | d. | Specific channels must be made available for receiving Customer complaints and handling them within a reasonable period not exceeding seven (7) days from the date of submitting the complaint. Reports on such complaints and their results must be maintained. In addition, these channels should be announced and known to Customers, and the Money Changer must notify Customers that they can turn to SAMA if no settlement is reached.
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| | e. | Protection measures of Customer information must be developed. The Money Changer must ensure that such information is not disclosed to unauthorized third parties without prior non-objection of SAMA.
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