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Terms of consideration of customer requests

For appeals from customers that do not require any further investigation:

  • for legal entities and banks – no more than 10 (ten) working days;
  •  for individuals – no more than 5 (five) working days;
  • for complaints and appeals from military personnel and their families - no more than 15 (fifteen) working days;
  • appeals on the facts of corruption offenses – no more than 20 (twenty) working days.

For appeals from customers requiring any further investigation:

  •  for legal entities and banks – up to 20 (twenty) working days;
  •  for individuals – up to 10 (ten) working days;
  •  for complaints – up to 30 (thirty) working days.

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