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BNR
National Bank of Rwanda
Consumer protection automated across more than 600 supervised financial institutions, with complaints routed to the responsible provider.
65Kinteractions / monthStory →
Usecase · Grievance redress
Every complaint deserves redress
Citizen complaints from any channel, in any language, land in the supervisor's queue with case history and a resolution clock attached.
65K
Complaints handled monthly at BNR
600+
Institutions supervised through one queue
20+
Languages accepted at intake
G20
TechSprint 2025 award, grievance redressal
Workflows
The five that run redress
03Sentiment triageFlags distress and vulnerability for priority handling.Triage
05Feedback surveyCloses the loop and records citizen satisfaction.Closure
Client stories
Regulators already running redress
1 / 5
BdM
Bank of Mozambique
Financial education and consumer protection delivered to citizens across all 10 provinces and the Mozambican diaspora.
10provinces coveredStory →
GRN
Government of Namibia
A national AI agent network for citizen support and complaint resolution, connecting regulators and more than 2,000 supervised businesses into one queue.
GatesFoundation programmeStory →
GoR
Government of Rwanda
Integrated AI citizen support agents deployed through local government to build trust in public services through automated engagement and complaint resolution.
GatesFoundation programmeStory →
FNA
Anti-Scam Centre with FNA
Multilingual citizen scam reporting connected to real-time fund tracing — winner of the G20 TechSprint 2025 award.
G20TechSprint 2025 winnerStory →
Trust LayerOpen license
Redress as a public good
Grievance intake, case routing and AI mediation, free under open license to qualified inclusive instant payment systems. Built with the Gates Foundation and Mojaloop.
Who qualifies
- IIPS operated by or for a central bank or national switch.
- Low- and middle-income markets, by World Bank classification.
- An existing or in-progress Mojaloop core.
- Public reporting of resolution statistics.
What the license includes
Redress add-ons
Complaint intake, case routing and status APIs against the IIPS core.
Mediation engine
AI dispute resolution trained on regulatory policy, national law and case history.
Local language pack
Intake and responses in the scheme’s national languages, text and voice.
Self-hosting rights
Run it on-premise inside the scheme operator’s own perimeter.
Essentials
Designed by supervisors
The people who answer for redress need the queue, the languages, the clock and the evidence in one place. Every capability below is live in a national deployment today.
Explore features & pricing
Auto team match
Matches a team based on alternative names configured in Team settings. If no match is found, the team is not set and the case escalates.
Consumer Protection Unit
Matched on “savings account” · National Bank of Rwanda
No match → escalate
Unmatched cases stay unassigned and surface to the regulator.
Live translation
A supervisor working in English can resolve a case filed in Kinyarwanda or Saraiki without a translator.
Konti yanjye yo kuzigama iri gufungwa kuva mu cyumweru gishize.
Translation
Kinyarwanda
English
Regulator analytics
Volumes by institution, product and resolution time – the evidence base for supervisory action and the next circular.
Complaints filed
65K
18%
Median resolution time
2d 4h
31%
Institutions reporting
600+
9%
Voice intake
Feature-phone and voice channels for citizens who cannot type, in the languages they speak.
0:15
Case and ticket trail
Every hand-off, note and status change is timestamped and exportable for audit.
On-premise option
Run the whole stack in Docker inside your own perimeter. PII never leaves the jurisdiction.
Start with one workflow
Most regulators go live on complaint intake in under six weeks.