The Saudi Arabian Monetary Authority (SAMA) obtained the ISO9001: 2015 certificate for the quality management system in the field of clients protection after it fulfilled the requirements of the international standards of the International Organization for Standardization and Metrology. This followed the completion of the external audit of the quality system in the field of clients protection and the policies, procedures and processes related to it that the clients Protection Department in the institution worked to develop and implement over the past period.
The Corporation obtained this certificate from the British Standards Institution BSI, which is an independent British international non-profit organization that grants the certificate worldwide. After the organization's representative carried out an accurate and detailed review of the quality system in the clients Protection Department and the policies and mechanisms of work procedures followed within the department, in addition to conducting a number of field visits and interviews with personnel responsible for implementing these measures.
The ISO 9001: 2015 certification represents a set of international standards within the quality management system developed by the organization. SAMA's obtaining the certificate comes as confirmation of its outstanding performance in the field of clients protection in accordance with international quality system standards and in furtherance of the basic objectives of protecting customers and to ensure the accuracy of information and the quality of services provided by SAMA to internal and external beneficiaries.
This certificate is one of the important achievements at the level of the Saudi Arabian Monetary Authority. It ensures the quality of its procedures in protecting the clients of financial institutions and their conformity with international standards, monitoring the quality of the outputs of the services provided and submitting the necessary proposals to improve their efficiency and effectiveness in line with the Kingdom's 2030 vision. SAMA eager to raise the quality of services, enhance efficiency and encourage a culture of performance to empower human resources and energies in the Kingdom. It is worth noting that the clients Protection Department, which was established in September 2012 AD, aims to protect financial institutions' clients by setting policies and regulations, tracking complaints, analyzing them, resolving them and reducing them by educating and providing financial awareness to the public. This department is based on an elite group of qualified Saudi employees to achieve customer satisfaction and continuous improvement and development of the processes and services provided to them, in a way that contributes to achieving the strategic objectives of the institution. Also, SAMA adopts the concept of quality in all its work and that is why it has established a specialized quality department with the aim of ensuring the accuracy of information and the quality of the provided services. This is to contribute to its provision to the internal and external beneficiaries, and to monitor the quality of the outputs of the services provided and to submit the necessary proposals to improve its efficiency and effectiveness.
SAMA calls on all clients to exercise their rights guaranteed by the system and the regulations issued by it, and to communicate with the organization through the communication channels shown on its website and through the Clients Protection Department in the event of breaching those rights and exposing them to any unfair practices during their dealings.