Operational Guidelines

Problem Resolution

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This is the latest version Published 5 months ago 28 Jun 2024

Policies, procedures and systems that an ASPSP should create and embed to demonstrate effective problem resolution for TPPs using their dedicated interface and test facility.

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This chapter outlines the policies, procedures and systems that an ASPSP should create and embed in order to demonstrate effective problem resolution for TPPs using their dedicated interface and test facility. It focuses on issues that specifically impact TPPs, as set out in the RTS and EBA Guidelines.

RTS, Art 33(6) sets out the conditions that an ASPSP is required to meet in order to obtain exemption from the obligation to provide a contingency mechanism. RTS, Art 33(6)(d), in particular, requires ASPSPs to ensure that any problems with their dedicated interface are resolved without undue delay.

The EBA has outlined the practicalities of the RTS provisions in EBA Guideline 8. More specifically, an ASPSP must submit information to their NCA which demonstrates they have the applicable systems and procedures in place for tracking, resolving and closing problems, as well as an explanation of problems which were not resolved within its relevant service level targets. The PSRs Approach (17.172) has clarified that this explanation must include problems which occurred within the context of both testing and production of the dedicated interface.

In this chapter

Procedures, Processes and Systems for Problem Resolution

An ASPSP should create documentation to clearly outline the policies, processes and systems it has in place for problem resolution and its respective service level objectives. This framework should enable the effective resolution of TPP issues and therefore cater for problems that relate specifically to a TPP’s use of an ASPSP’s dedicated interface and test facility.

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An ASPSP should create documentation to clearly outline the policies, processes and systems it has in place for problem resolution and its respective service level objectives. This framework should enable the effective resolution of TPP issues and therefore cater for problems that relate specifically to a TPP’s use of an ASPSP’s dedicated interface and test facility.