Chatbot for Rwanda

The National Bank of Rwanda is pleased to start the development of the complaints handling and customer engagement system in partnership with ADFI, Proto and BFA. This partnership comes at the right time as the law relating to financial service consumer protection was enacted on March 3, 2021. The system will facilitate financial service consumers to raise their complaints and get feedback via different virtual channels. Our expectation is that the system will be beneficial for both financial service consumers and financial service providers. The National Bank of Rwanda encourages financial service providers to participate in the development of this system so that it can be tailored to the needs of financial service consumers.