In brief

Under Notice SIB-DSB-CJ-OD-02415 of 15 March 20201, the Office of the Superintendent of Banking Sector Institutions (SUDEBAN) issued the Notice SIB-DSB-CJ-OD-02831 of 7 June 2020, which dictated the guidelines to continue banking services during the state of alarm and under the easing of the full quarantine measure (“Notice”).


Strict quarantine period

  1. Suspension term. From Monday 8 June onwards, activities are suspended for seven days following the National Executive’s statements.
  2. Customer service guarantee. To guarantee customer service during this time, banking institutions must provide the attendance of essential workers to ensure the performance of ATMs, Internet banking and electronic payment services, among others.
  3. Other guarantees. During the suspension period, banking institutions must also guarantee:
  • Granting of credits for the country’s productive sector, especially those referred to the Sole National Productive Portfolio.
  • Technological and infrastructural support to give continuity to critical technology projects, especially those in electronic banking and payment methods.
  • Attention to physical and technological failures.
  • Provision of debit and credit cards.
  • Allocation of sale outlet services.
  • Attention and resolution of frauds and complaints.
  • Containment and mitigation of technological frauds.

Activity period

  1. Easing term. During the easing of the quarantine, which contemplates a term of seven days starting from 15 June 2020, banking entities will offer customer service between 9 am and 1 pm Venezuela time.
  2. Work schedule. After completing the strict quarantine period, banking entities will work with the following schedule of weekly distribution:
  • Monday and Wednesday:
    • Banco de Venezuela, S.A. Banco Universal.
    • Banesco Banco Universal, C.A.
    • Bancamiga Banco Universal, C.A.
    • Banco Activo C.A., Banco Universal.
    • Banco Agrícola de Venezuela, C.A. Banco Universal.
    • Bancrecer, S.A. Banco Microfinanciero.
    • Banco de la Fuerza Armada Nacional Bolivariana, Banco Universal, C.A. (BANFANB).
    • Banplus Banco Universal, C.A.
    • Banco Provincial, S.A. Banco Universal.
    • BFC Banco Fondo Común, C.A. Banco Universal.
    • Banco Occidental de Descuento, Banco Universal C.A.
    • Del Sur Banco Universal, C.A. 
    • Banco Nacional de Vivienda y Habitat (BANAVIH).
    • Banco Internacional de Desarrollo, C.A.
    • Banco Universal Instituto Municipal de Crédito Popular (l.M.C.P).
    • Banco de Comercio Exterior, C.A. (BANCOEX).
  • Tuesday and Thursday:
    • Banco del Tesoro, C.A. Banco Universal.
    • Banco Exterior, C.A., Banco Universal.
    • Banco Bicentenario del Pueblo, de la Clase Obrera, Mujer y Comunas, Banco Universal, C.A.
    • 1OO% Banco, Banco Universal, C.A.
    • Banco Caroni, C.A., Banco Universal.
    • Mercantil, C.A., Banco Universal.
    • Banco Nacional de Crédito, C.A. Banco Universal.
    • Banco Plaza, C.A., Banco Universal.
    • Banco Sofitasa Banco Univeral, C.A.
    • Venezolano de Crédito, S.A., Banco Universal.
    • Mi Banco, Banco Microfinanciero, C.A.
    • Banco de la Gente Emprendedora (BANGENTE) C.A.
    • Banco de Exportación y Comercio, C.A.
    • Banco del Caribe, C.A., Banco Universal (BANCARIBE).
    • Citibank, N.A. Sucursal Venezuela (Banco Universal).
  • Friday: all banking entities.
  1. Distribution of customer service. Banking services may provide customer service to users under the following scheme:
  • Monday and Tuesday: individuals whose identity cards end with zero, one, two, three, four.
  • Wednesday and Thursday: individuals whose identity cards end with five, six, seven, eight, nine.
  • Friday: legal entities.
  1. Non-present customer service guarantee. Baking entities must guarantee the use of ATMs, Internet banking and electronic payment methods (i.e., mobile payment), among other methods that reduce the need to directly assist banking offices or agencies.
  2. Exception to the easing. The easing measures will not apply for banking entities in zones where the National Executive rigorously maintains quarantine measures.
  3. Referral of information. Banking entities that start activities in the easing period must send to SUDEBAN:
  • Their activity schedule, which they must send before 10 am on the Friday before the start of activities.
  • Daily reports before 2 pm listing the agencies that opened for customer service and giving detailed information on the operations carried out.

Banking entities must send the information in an Excel 97 (XLS) format to these emails: [email protected][email protected], and [email protected].

  1. Health measure compliance. Banking entities and users must comply with the measures issued by the National Executive and the World Health Organization, including but not limited to: the use of masks, social distancing of at least one meter, the periodic cleaning of installations, banking workers must take users’ temperatures and provide antibacterial gel before entering the agency or office, among others.

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