Banks, fintechs, telecoms and other regulated businesses must handle complaints within set times and report on them. Texa Desk does the counting for you.
Use your regulator’s profile
- Go to Settings → Tickets and choose your Regulator: Central Bank of Nigeria, Nigerian Communications Commission, Bank of Ghana or Central Bank of Kenya.
- Choose Apply. Your Complaint type gets the regulator’s times, categories and fields. Your type’s name, team and labels are kept.
Every figure stays editable. Figures that come from secondary sources rather than the regulator’s own text are listed as To be confirmed with your compliance team. Check them before you rely on them.
Some categories have their own times, which come before the type’s. For example, the CBN’s ATM dispense errors are 48 hours.
The complaints register
Reports → Tickets has the complaints register. Every complaint is listed with its reference, customer, dates received, acknowledged and resolved, the days it took, whether it was within the promise, and its outcome. Download it as a CSV for your regulator or an audit. Returns in the regulator’s own columns are ready there too, such as the Bank of Ghana’s quarterly return and the CBN’s daily upload.
Extend a promise
If you need more time, choose Extend the promise on the card, with the new date and the reason. The customer is told in writing, with the new date, and the register keeps both dates.
With the regulator
If a customer takes the complaint to the regulator, move the ticket to With the regulator. The date is kept for the register and returns, and the regulator’s second-level time starts.
The decision
Resolving a complaint asks for your decision, which is sent to the customer in writing with how to take it further.
In English, for the register
If the customer wrote in Pidgin, Hausa or another language, choose Write it in English with Texa AI on the card. Texa AI writes the complaint in plain English for the register. The customer’s own words stay in the conversation.
Compensation when a complaint is late
Some rules pay the customer when a complaint is resolved late, such as a percentage of the amount in dispute for each 24 hours. Set it under Compensation when late on the Complaint type. The type gets an Amount in dispute field.
Once a complaint is late, the card shows Compensation owed, how it was worked out, and what has been paid.
If you’ve connected a payment action to your own systems, Texa AI can pay it:
- A person chooses Ask for payment, or Texa AI proposes it when the late complaint is resolved.
- Someone else, with permission to approve procedures, approves or refuses it with a reason. The person who asked can’t approve their own request.
- Once approved, the payment runs once, and the conversation gets a private note naming both people.
The approvals are in Texa AI → Procedures → Compensation. See Actions: connect your systems.
Keeping records
Complaints are kept for the time your regulator requires, even if a customer asks to be forgotten or two tickets are merged.