Usecase · Dispute mediation

A fair resolution, proposed in seconds

Mediation reviews the full case and proposes a resolution, grounded in the institution's own policy and case history. The officer always decides — mediation never sends.

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Active priority chats
Aline Nkusi109:15The bank has 48 hours to respond. You will get a message here at every step, in Kinyarwanda.WhatsApp
Other chats
Eric Mugisha08:54CPU-4468 · Pending · Charged a fee twice on the same transfer.WhatsApp
Claudine Uwase08:31CPU-4465 · Pending · Agent refused to reverse a payment.SMS
Jean Bosco08:02CPU-4462 · Awaiting institution · Loan statement not provided.Voice
Marie Uwimana07:45CPU-4390 · Resolved · Insurer paid the claim after referral.Webchat

Aline NkusiWhatsApp · KinyarwandaEscalated

Hello. My savings account has been blocked since last week and the branch cannot tell me why.

Translation KinyarwandaEnglishMuraho. Konti yanjye yo kuzigama iri gufungwa kuva mu cyumweru gishize kandi ishami ntirimbwira impamvu.

09:12Aline Nkusi

Thank you. I have filed complaint CPU-4471 against the institution and matched it to the Consumer Protection Unit.

Translation EnglishKinyarwandaMurakoze. Nanditse ikirego CPU-4471 kuri iyi banki kandi ngihereza Ishami ry’Uburinganire bw’Abaguzi.

09:14Jean-Paul Habimana

How long will it take?

Translation KinyarwandaEnglishBizatwara igihe kingana iki?

09:15Aline Nkusi

The bank has 48 hours to respond. You will get a message here at every step, in Kinyarwanda.

Translation EnglishKinyarwandaBanki ifite amasaha 48 yo kwitaba. Uzahabwa ubutumwa hano kuri buri ntambwe, mu Kinyarwanda.

09:15Jean-Paul Habimana

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Does the institution’s response to CPU-4471 meet regulatory requirements?

3 sources

Circular 1140

Account access disputes · The burden of evidence rests with the institution…

Payment Systems Act §7(c)

Consumers must be given a fair opportunity to contest a restriction…

Mediation guidelines

Where the institution cannot produce verifiable records, the case resolves…

Recommended resolution:

The bank has not met the evidentiary standard required to close this case. Citing a compliance review without producing the record does not satisfy Circular 1140.

Direct the bank to submit the account-restriction record for CPU-4471
Set a 5-business-day deadline for compliance
If no record is produced, reinstate the account and reverse the fees
Flag the bank's handling for a compliance review

Should I draft a reply?

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Intumwa AI agentReplies instantly

Hello. My savings account has been blocked since last week and the branch cannot tell me why.

09:12

Thank you. I have filed complaint CPU-4471 against the institution and matched it to the Consumer Protection Unit.

09:14

How long will it take?

09:15

The bank has 48 hours to respond. You will get a message here at every step, in Kinyarwanda.

09:15

Message…

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Workflows

Key workflows for dispute mediation

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01Complaint referredRoutes a filed complaint to the regulated entity for a response.ReferralGuide

02AI-drafted resolutionProposes a settlement from the complaint history and the entity's response.MediationGuide

03Compliance reminderNudges the regulated entity to act before the resolution deadline lapses.ComplianceGuide

Inbox co-pilot

The officer still decides

Mediation proposes; it never sends. It's built to give a reviewer a strong starting point instead of a blank screen — not to remove the judgement of the person accountable for the outcome.

Read the announcement See Inbox co-pilot →

What it's grounded in

The institution's own policies and knowledge base.
Precedent — how comparable disputes were actually resolved.
The applicable regulation for this specific case.

What it never does

Send the outgoing message — that always comes from a person.
Skip the reviewing officer, who can accept, edit or set it aside.
Reason from general principles instead of the case in front of it.

Essentials

Designed by supervisors

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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+

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.

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