Written by The Banking Post
The Customer Complaints Address Module (CCAM) of the Bangladesh Securities and Exchange Commission (BSEC) has resolved 43 per cent of investor complaints filed in the first seven and a half months of this year, according to official data.
From January to mid-August, investors lodged 227 complaints through the platform. Of them, 98 were resolved while 129 remain under process.
Introduced in September 2019, the CCAM is an online system designed to address investor grievances including non-payment of dividends, incomplete sale proceeds, unauthorised share sales, and delayed settlements.
The complaint trends show month-to-month variations. In January, 28 complaints were submitted and 23 were resolved — the highest for any month this year. By contrast, of the 11 complaints filed so far in August, only two have been settled.
Between May and mid-August, 104 complaints were lodged, of which 32, or 30.74 per cent, have been resolved.
Since its launch, the module has recorded 2,099 complaints, resolving 1,936 — a resolution rate of 92.2 per cent, BSEC data show. The average resolution time has fallen to 33.7 days, compared to months or even years under the manual process previously in place.
The regulator said the platform has been particularly useful for non-resident Bangladeshis, who can now file complaints online using BO account details, phone number and email.
Md. Abul Kalam, spokesperson of the BSEC, said the system’s transparency has strengthened its effectiveness.
“Investors can now track the status of their complaints online. The regulator also gets alerts if a case remains stuck unnecessarily,” he said.
To ensure faster resolution, the BSEC has brought stock exchanges, stockbrokers and the Central Depository Bangladesh Ltd (CDBL) under the CCAM network. Complaints are automatically forwarded to the relevant authority, and the regulator steps in if a case remains unresolved within the set timeframe.
The platform also handles disputes related to margin financing, forced sales, and losses from non-transfer of shares.
