Central Bank of Uzbekistan Introduces “Mystery Shopper” Inspections for Banks

Tashkent, Uzbekistan (UzDaily.com) — The Central Bank of Uzbekistan has approved regulations for conducting control activities in credit institutions, including commercial banks, microcredit organizations, and pawnshops, using “mystery shoppers.” The document has been published on the official Lex.uz portal.

“Mystery shoppers” will visit institutions both in person and remotely, without prior notice, to assess compliance with customer service rules, identify systemic violations, and analyze the underlying causes of problems in financial service delivery. Following each visit, the regulator will provide recommendations to address shortcomings and improve service quality.

Inspections can be initiated by the Deputy Head of the Central Bank or the head of a regional department. The basis for a visit may include consumer complaints, reports of violations in the media or on social networks, and analytical data from the regulator.

Each inspection may last up to three days. For on-site visits, at least two “mystery shoppers” participate. Upon completion, a report is prepared detailing any violations or confirming compliance, which is sent to the management of the credit institution. The organization has ten working days to submit objections or comments.