Dispute Resolution
The term "Dispute " refers to the process by which a complaint / error, initiated by the Customer with respect to the Credit Information Report (CIR), is corrected and subsequently updated. The Customer has the right to raise a dispute, if the data or information in the Credit Information Report (CIR) is inaccurate. The Consumer has to first generate a Self inquiry Report, and if he / she finds some unsatisfactory data in the report, can raise a dispute. This must be done within 15 days of receiving the Report.
The process can be classified into two main actions
- Dispute registration
- Dispute resolution
1-Dispute registration.The customer has to visit the bank / company he / she is dealing with, and ask for a copy of his own report" Self Inquiry Report" and within 15 Days the customer can raise a dispute after filling in the dispute form and write the inaccurate information and submit it to the bank / company where he /she generated the report or it can be submitted directly to I Score by Fax +20235370780 or Email dispute@i-score.com.eg,
In Order to raise a dispute, customer should generated a copy of their own report on which there are a reason to dispute inaccurate information.
Along with a copy of the report, copy of the National Identification Card , and the support documents if available .
and in cases of an SME; a copy of the Commercial registry and copy of the representative NID also needs to submit an authorization letter to the representative to raise dispute on behalf of the SME.
2- Dispute resolution
Once the Dispute is successfully Submitted to I Score , the Dispute Department record the dispute if valid to be raised , and check the source of the data disputed,
- If the source of the Dispute is found to be internal processing error on part of I-Score, it is recorded and corrected by I-Score within 10 working days of receiving the Dispute.. Subsequently, a notification is mailed out to the customer and the Members who had taken reports on the Subject in the past three months preceding the changes, informing them of the correction in the data, in case the dispute was raised using the dispute automatic system.
- If the source of the Dispute is found to be in the data submitted by the members, I-Score, within 10 working days of receiving the Dispute, will send the details to the Dispute Representatives of the Member. The Member, within 15 working days of receiving the Dispute, should responds either by confirming the data in the Report or accepting the dispute to be rectified. The Member has to send the updated / corrected data to I-Score or to the Central Bank of Egypt ( in case the dispute was raised on data submitted from CBE containing banks data) within a period of 15 working days from the date of receiving the complaint.
However, if the customer does not accept the dispute reply, then dispute to be re-opened and sent to the Dispute representatives of the members. If the customer does not accept the resolution , I-Score Dispute Department has the right to proceed to close the Dispute.