Complaint handling policy

MNB-EduLab Competence Centre Limited Liability Company (MNB-EduLab Kompetencia Központ Korlátolt Felelősségű Társaság)

Complaint Handling Policy

Hungarian Money Museum and Visitor Centre

Effective: from 20 March 2023

 
The MNB-EduLab Competence Centre Limited Liability Company (MNB-EduLab Kompetencia Központ Korlátolt Felelősségű Társaság, hereinafter referred to as the "Company") is the owner and operator of the Hungarian Money Museum and Visitors' Centre (Magyar Pénzmúzeum és Látogatóközpont, hereinafter referred to as the "Money Museum"), established by the Magyar Nemzeti Bank (Central Bank of Hungary). The Money Museum was created with the aim of providing an interactive knowledge center to introduce all its visitors to the world of finance.

The purpose of this Policy is to establish and regulate a set of procedures to deal effectively and appropriately with complaints and public interest reports by visitors, as well as the process of investigating them.

This policy is published on the official website of the Money Museum.

This policy only covers the handling of formal complaints. In the case of verbal complaints, the person making the complaint must declare whether or not he/she is making the complaint in a formal form. If the complaint is not a formal complaint, the complainant's contact details will not be provided, and the purpose of the complaint is to make a comment to the Money Museum.
 

I.               GENERAL PROVISIONS
 

Pursuant to Act CLXV of 2013 on Complaints and Notifications of Public Interest (hereinafter: Complaints Act), complaints and notifications of public interest are handled as follows.
 
TERMS
 
Complaint: a request for redress for a violation of an individual right or interest, which is not subject to any other procedure, in particular judicial or administrative. A complaint may also contain a proposal. The Money Museum treats as a complaint any objection to the operation, activities and services of the Money Museum which is submitted to the Money Museum by visitors to the Money Museum in the manner provided for in these regulations.

Public interest report: draws attention to a circumstance the remedying or removal of which is in the interest of the community or society as a whole. A public interest report may also include a proposal.

A complaint shall not be deemed to be a notification that qualifies as a request for the initiation of an official procedure pursuant to Act CL of 2016 on the General Administrative Procedure (hereinafter: the General Administrative Procedure Act).
 

II.              HOW TO LODGE A COMPLAINT OR A PUBLIC INTEREST REPORT

Anyone can lodge a complaint or a public interest report with the Money Museum, verbally, in writing or electronically.

Complaints or notifications of public interest received by the Museum can be made by the following means:

Verbally: 

·       In person at the Money Museum reception during opening hours (1122 Budapest, Krisztina krt. 6.), or

·       By telephone at +36 1 489 9871 or + 36 1 489 9872, which the Money Museum receptionist is entitled and obliged to record in writing if the applicant so requests. In the case of a telephone complaint, the whistleblower must indicate his/her intention to make a formal complaint.

In writing: 

·       In person at the Money Museum 1022 Budapest, Krisztina krt.

·       By post to the address at 1022 Budapest, Krisztina krt. 6.

·       Electronically by e-mail to info@penzmuzeum.hu.

III.            THE HANDLING OF COMPLAINTS AND NOTIFICATIONS OF PUBLIC INTEREST

3.1 The Money Museum's Operations Directorate will register the complaint or public interest report within 3 working days.

The Operations Directorate will deal with the complaint and reply in writing, after consultation with the Legal Department and the Marketing and Communications Department.

3.2 The Money Museum's receptionists must record the verbal report in writing and provide a duplicate copy to the notifier. The oral report is recorded by filling in the report form in Annex 1.

3.3 The time limit for responding to a report is 30 days. The formal response shall be notified to the notifier by the means indicated on the form.

3.4  If the investigation leading to the decision is expected to take longer than 30 days, the notifier shall be informed of this, together with the expected date of the decision and the reasons for the extension.

3.5. The Money Museum may hear the notifier if the content of the complaint or public interest report makes it necessary.

3.6 When dealing with a complaint or public interest report, the Money Museum shall immediately notify the complainant or the person making the report of public interest of the action taken or not taken, stating the reasons, except for classified data or data classified as business, economic or other secrets under the law. The written notification may be waived if the complainant or the person lodging the complaint, or the notification of public interest has been informed orally of the handling of the complaint or the notification of public interest and has taken note of the information.

3.7 The investigation of a complaint or a public interest report may be waived if: 

·       it is identical in content to the previous one and is repeated by the same complainant or notifier,

·       the complainant lodged the complaint six months after becoming aware of the act or omission complained of.

Complaints lodged more than one year after the occurrence of the act or omission complained of shall be rejected without further investigation.

The Money Museum will not investigate a complaint or public interest report made by an unidentified person.

3.8 If the notification proves to be justified, care shall be taken: 

·       to restore the lawfulness or the public interest or to take any other necessary measures;

·       to remedy the causes of the defects found;

·       remedy the damage caused; and

·       where justified, to initiate proceedings for liability.

3.9 If it becomes apparent to the Money Museum that the complainant or the notifier has communicated false information in bad faith and of a decisive nature, it may terminate the investigation leading to the decision on the complaint or public interest report without taking any action.

3.10 Where it has become apparent that the complainant or the notifier has supplied incorrect information in bad faith and of a materially false nature, and 

·       circumstances are suggesting that a criminal offence or irregularity has been committed, personal data must be handed over to the body or person entitled to conduct the proceedings,

·       there are reasonable grounds for believing that he or she has caused unlawful damage or other harm to another person, his or her personal data must be disclosed to the body or person entitled to initiate or conduct the proceedings, at the request of that body or person.

IV.            RIGHTS OF THE NOTIFIER

4.1 Except in cases provided for in the Complaints Act, the notifier shall not suffer any disadvantage as a result of making the notification.

4.2 In the case of a verbal, personal notification, the notifier shall be asked to declare whether he or she wishes his or her personal data to be processed in private (hereinafter: private processing).

4.3 In the case of a written notification, the notifier's request for private processing shall be presumed.

4.4 In the case of closed processing, access to the file may be granted subject to the notifier's personal data being rendered unidentifiable.

4.5. The notifier can view his/her notification and the information sent to him/her.

4.6 If the notifier is dissatisfied with the outcome of the examination, he/she may appeal to the Managing Director of the Company. The Company shall decide on the review within 10 working days and notify the notifier of its decision in the manner specified. Only the Administrator is authorized to decide on applications for review.

V.             PROCESSING OF THE NOTIFIER'S DATA

5.1 The personal data of the notifier may be kept in the file for a maximum period of 3 years only during the course of the procedure initiated on the basis of the notification.

5.2 The personal data of the notifier may be transferred to a body competent to conduct the procedure, if the body is entitled to process the data by law or if the notifier has given his/her unambiguous consent to the transfer of the data.

5.3 The data of the notifier shall not be disclosed to the public without the notifier's unambiguous consent (Annex 2).

VI.            REGISTER OF NOTIFICATIONS

6.1 The Museum's Operations Directorate keeps a register of all notifications received by the Museum (hereinafter referred to as the "Notification Register").

6.2 Complaints and notifications of public interest and the response to them shall be filed by the Museum's Operations Directorate.

6.3 The register of complaints contains the following data:

·       Date

·       Type of notification

·       Subject of the notification

·       Notification type

·       Subject of the notification in brief

·       Name of the investigating officer

·       Date of receipt/filing of the notification

·       Finding/Inaction/Result of investigation

·       Date of information to the notifier

·       Comment

VII.          FINAL PROVISIONS

The formal complaints procedure ends with the decision on the complaint or the request for review.

The reception of the Money Museum is operated by MNB-EduLab Ltd. in cooperation with MNB-Biztonsági Zrt. The detailed arrangements for this cooperation are the responsibility of the Director of Operations of the Money Museum.

A record of the complaint must be signed by the receptionist and the Director of Operations of the Money Museum. If the Director of Operations is not present on the premises, the record must be signed by the person designated by the Director of Operations.

ANNEX 1.

COMPLAINT / PUBLIC INTEREST REPORT

REPORTING FORM

Data of the notifier

Brief description of the complaint or public interest report:

ANNEX 2.

STATEMENT

I, ……………………. the undersigned (address:……………………………………………) by signing and returning this declaration, declare that submitted on ……………………… in order to investigate my complaint/report of public interest:

I consent to the processing of my personal data by the Money Museum in accordance with EU Regulation 2016/679 ("GDPR") and the relevant provisions of Hungarian law, in particular Act CXII of 2011 on the Right to Informational Self-Determination and Freedom of Information

if, on the basis of the investigation of the notification, there is a possibility of proceeding before another competent body, I consent to the transmission of my personal data and my submission to the body entitled to proceed, pursuant to paragraph (3) of Article 3 of the Complaints Act. 

In the absence of this statement, the Money Museum can only provide you with general legal information.
 

Date: Budapest, 202........................