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In forceAdministrative and operational dataLast checked 11 November 2026

Telephone service response times (840)

A regulatory return listed by the Bank of Israel (Banking Supervision Department), Israel.

Reports how many calls reached the bank's call centre and how long customers waited for a human, professional answer, by type of service. It backs Proper Conduct directive 426 on telephone service. Source

Official title: מתן מענה טלפוני אנושי ומקצועי

The facts

Who files
Banking corporations and acquirers; Israeli offices only; unconsolidated. Source
How often
Monthly (directive 840, update 3, 03/2024, which changed the frequency). The table of contents (801) and the deadlines table (803) still call it quarterly. Source
Deadline
Within 10 business days of the end of the month (directive 840). Directive 803 still shows 'quarterly, 30 days after the end of the quarter'. Source
Format
Other. The file format is not confirmed: directives in this series say to report 'via computer communications over the internet, using the secure technology used by the Bank of Israel'. The taxonomy package, which would show whether this directive has an XBRL module, could not be downloaded. Source
How it is filed
The format above is what the library records; what could not be verified is on the Bank of Israel's page.
Status
In force
Legal basis
Group
Administrative and operational data

Templates (1)

The tables and forms inside the return. Plain name first, the Bank of Israel's code in brackets.

  • Human and professional telephone response (840-01)

Where the list was read: Source

Validation rules

No published validation rules were found for this return. No published validation rules found in the documents that could be read. Source

Public data

No published data from this return was found. No series citing this directive were found in the Bank of Israel statistics database (SDMX dataflows of the Banking Supervision and Statistics agencies, checked 2026-11-11). Source

Official documents (6)

The Bank of Israel's own files, with the size and SHA-256 fingerprint of each as downloaded on 11 November 2026, so anyone can tell whether a copy is the same version.

Sources

Every page and document this return's facts were read from.

Knowing exactly what is collected, in what format and under which rules is the first step to real-time supervision. Line4 builds SupTech software for financial regulators that runs checks like these as each return arrives.

Line4's text and records here are free to reuse under CC BY 4.0. Please credit: “Source: Line4 regulatory submissions library (CC BY 4.0), https://www.line4.ai”. The regulators' documents, forms, taxonomies, rules and data belong to them: see Bank of Israel's reuse terms. This describes what regulators publish. It is not legal or regulatory advice: always rely on the regulator's own text.

Last checked 11 November 2026.