With the Customer Arbitration Board Software, processes managed by the arbitration board that was organized by the Banking Regulation and Supervision Agency(BDDK) and the Participation Banks Association of Turkey(TKBB) for settling disputes and disagreements between participation banks and their customers are digitalized. The software receives customer complaints through e-devlet (e-government web service) and reviews the complaints with the written form requirements before sending them to related banks via web service. The banks provide feedback for the complaints and try to find solutions for customer problems. If a dispute is not settled between a bank and its customer, than the arbitration board takes action. It settles the dispute and informs both parties about its decision by using the web service as well.

All the steps of dispute settlement: application, review, bank evaluation, arbitration board decision making process and informing all parties, can be managed within the software. It helps:

-Protecting retail customers’ rights provided by law with arbitration of an independent board

-Receiving complaints of retail customers easily and fast 24/7

-Monitoring the whole dispute settlement process

-Reducing the risk of any further disputes with a transparent dispute settlement process and informing of all parties

-Application of participation banking principles and practices to all parties equally.