Académique Documents
Professionnel Documents
Culture Documents
CONTENTS
Topic
Page No.
Foreword
1.
2.
3.
4.
5.
6.
7.
Data
a)
b)
c)
8.
9.
on Policyholder Grievances
Life Insurers
Non-Life Insurers
Insurance Ombudsman
FOREWORD
99.52%
99.23%
99.79%
99.91%
Leveraging technology
E-Repository of Insurance policies:
Last year, IRDA created a framework for an insurance
repository in order to provide policyholders a facility
to keep insurance policies in electronic form and to
undertake changes, modifications and revisions in the
insurance policy with speed and accuracy in order to
bring about efficiency, transparency and cost reduction
in the issuance and maintenance of insurance policies.
Now, the stage is set for the take-off of this facility
enabling usage of E-repository by policyholders.
Product Comparators in Non-life Insurance:
IRDA uploads the terms and conditions of all non-life
insurance products approved by Authority since
inception on the website to enable cross verification
by a prospect, to avoid mis-selling either by agent or
insurer.
Grievance Redressal
intermediaries.
Others
Initiatives in Micro Insurance:
Motor Insurance:
To enable access to data relating to insurance status
of motor vehicles with a view to assist road accident
victims or claimants of Motor Third Party Insurance,
the Authority, through the Insurance Information
Bureau, has provided a web based facility. The facility
would provide the user the details of the vehicle,
insurance status and address of the policy issuing
office.
Servicing Policyholders:
Keeping in mind the gap created by the exit of insurance
agents in servicing life insurance policies and also in
order to promote the persistency of insurance policies,
the Authority has permitted insurance companies for
allotting any lapsed orphan life insurance policy to
individual insurance agents whose license is in force.
The allotted agents details would be intimated by the
insurer to the policyholder concerned.
10
11
12
Figure 4.
The Delhi Metro campaign has proved to be very
effective and during the evaluation of the campaign, it
was found that people become aware about IRDA and
its initiatives on consumer protection, grievance
redressal etc. after this campaign.
SNo
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Country / Territory
India
United States
United Arab Emirates
United Kingdom
Singapore
Saudi Arabia
Finland
Hong Kong
Oman
Others
% Visits
87.38%
2.91%
0.71%
0.49%
0.37%
0.28%
0.22%
0.17%
0.17%
5.34%
Figure 5.
14
15
16
17
Reference: www.financial-education.org.in
19
20
21
22
2.
a.
a.
b.
It is imperative to thoroughly
understand the policy details before
finalizing on a purchase. Study the
product brochure, compare similar
plans from other insurers and know
its features benefits and charges. Any
insurance policy offers only what the
product brochures states.
b.
c.
d.
e.
f.
g.
h.
i.
c.
d.
e.
f.
g.
h.
23
Step 2-
Step 1-
24
2.
3.
25
2.
3.
(a)
(b)
(c)
(d)
Verification calling
In order that the customer has understood what
he has purchased, a verification call is made to
all customers who have purchased insurance
policy through the Company, except for certain
elite categories of customers, e.g. HNI/VIP
customers who are personally met and explained
by sales officials of the Company or where an
Insurance Broker has similar process to verify
(a)
(b)
(c)
(d)
26
II.
Benefits
o
27
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
28
29
30
31
Social Media:
-
32
Media Approach:
a.
b.
Creative approach:
Five key topical and critical messages were
chosen for the education campaign. People
clicking on web-links were taken to a landing
page where they were explained the
concept in detail and on the other Must
Know Facts About Life Insurance.
Examples are as below:
33
34
35
1)
E-mailers
2)
Booklets
3)
Website
4)
Banner on website
36
1.
2.
3.
4.
5.
additional cost
Once we get consent from the policyholder, all
37
38
Process
Benefit
To the Customer:
by the organization.
Rationale
In more than 10 years of our existence in the Life
Insurance industry we have observed that the
customer does not spend enough time on
To the Company:
dissonance.
Satisfied customer
39
40
41
42
43
44
45
46
2.
Market Intelligence :
services in
3.
1.
4.
Insurance :
enhanced
market
involved
schemes.
facilitates
Also
and culture.
47
1.
2.
3.
Reimbursement Process
48
webinar.
webinar.
49
b.
2.
3.
50
51
far:
dynamically
experts
activities like:
Posting of events
Interactive applications
Quizzes
52
7.
2.
3.
Endorsement
Procedure
Documentation required
4.
5.
6.
Renewal Procedure
and
b.
c.
d.
e.
f.
g.
h.
i.
j.
53
54
(c)
its Promoters.
(b)
(e)
It is
believed
that
country based
awareness.
55
Sri Ganganagar
Hanumangarh
Churu
Jaiselmer
Sirohi
Pali
Jalore
Barmer
Objective:
The objective of RSBY is to provide protection to
BPL (Below Poverty Line) households from
56
57
58
Insurance.
and interactions.
available.
Company Directors.
59
Enhanced contactability
60
61
62
2.
3.
Gram Panchayats
4.
Block Offices
5.
63
64
2.
3.
4.
1.
2.
3.
4.
5.
65
66
67
68
69
70
a)
b)
c)
71
1.
A)
B)
C)
72
(b)
(c)
(d)
(e)
73
1.
2.
3.
4.
74
2)
3)
4)
5)
6)
75
2.
3.
4.
76
77
78
79
80
Enhancement of toll free services available 24X7 for selfservicing over IVR with the option to speak to dedicated
customer service officer from 8am to 10pm.
81
b.
c.
d.
e.
82
83
84
>
Investigator Review:
>
85
Mis-selling - Strict action was recommended to control misselling complaints including filing FIRs and disciplinary action
against erring staff and agents. The same has been complied
with.
b.
c.
d.
e.
86
b.
c.
d.
2.
3.
4.
5.
87
Actions:
1.
2.
3.
4.
5.
6.
7.
8.
89
90
91
Customer Satisfaction Reports- Review of customer dissatisfaction scores and steps for remedial action
Company has been monitoring the Customer Satisfaction
scores every month. Based on aforesaid Committees
recommendation Company also started tracking the
reasons for dissatisfaction and try to eradicate the factors
that drive dissatisfaction. Basis the suggestion the company
has now initiated the process of analysing every data point,
does a route cause analysis and initiates process
improvements. This has resulted in considerable drop in the
dissatisfaction scores.
2.
3.
92
2.
3.
4.
93
94
1.
95
96
2.
3.
4.
97
b.
c.
98
b)
c)
d)
e)
f)
In addition to hard copy policy kit, soft copy of the policy kit
along with health cards is also sent to registered email id of
the customer within 2 minutes of the policy issuance in
system. Thus helping the customer in emergency.
g)
99
1.
2.
3.
Implemented.
100
2)
3)
101
4)
5)
Other Initiatives
102
2.
3.
4.
5.
6.
103
104
105
106
107
Key points:
1.
2.
3.
4.
5.
6.
7.
108
Data on Grievances
- Life Insurers
1.
Cursory glance of registered & attended to Life Complaints for the last 3 years
2.
Complaints registered against Life Insurers for the last 3 years - Graphical Presentation
3.
4.
5.
6.
7.
8.
109
110
2
3
2010-11
Registered Attended to
Complaints registered by
Policyholders directly online
in IGMS*
2011-12
Registered Attended to
2012-13
Registered Attended to
4871
4686
7472
7383
9656
9797
7292
7137
16520
16485
Compliants registered by
Life Insurers
408031
466400
297450
296508
317020
317202
Total:
417687
476197
309613
308331
341012
341070
Complaints registered
through IRDA
111
112
Insurer
Reported
during
the year
2011-12
Attended
to during
the year
Pending
at the end
of the year
Opening
Balance
Reported
during
the year
2012-13
Attended
to during
the year
Pending at
the end
of the year
LIC
52300
52135
165
165
73034
72655
544
(i)
Public total:
52300
52135
165
165
73034
72655
544
Aegon Religare
3440
2774
666
666
7341
7982
25
Aviva
13520
13467
53
53
8948
9001
Bajaj Allianz
22390
22388
37092
37090
Bharti Axa
7310
7285
25
25
7402
7374
53
11911
11632
279
279
30430
30577
132
Canara HSBC
5258
5256
5281
5281
DLF Pramerica
621
619
1031
1000
33
Edleweiss Tokio
60
59
Future Generali
15667
15640
27
27
7580
7550
57
10
HDFC Standard
35218
35205
13
13
50947
50814
146
11
ICICI Prudential
22016
22016
19759
19746
13
12
IDBI Federal
502
500
823
822
13
India First
738
738
1199
1191
14
ING Vysya
10498
10497
8744
8732
13
15
Kotak Mahindra
8850
8844
8725
8719
12
16
Max Newyork
10362
10360
15899
15895
17
PNB MetLife
2940
2940
3832
3825
18
Reliance
50807
50802
21843
21714
134
19
Sahara
29
29
29
28
20
SBI Life
18490
18482
18681
18678
11
21
Shriram
149
142
228
235
22
284
283
432
429
23
Tata AIG
16307
16291
16
16
11672
11673
15
(ii)
Private Total:
257313
256196
1117
1117
267978
268415
680
Grand total:
309613
308331
1282
1282
341012
341070
1224
113
114
2513
4426
Tata AIG
23
22
Grand Total
117
Shri Ram
21
61
213
Sahara
18
85
SBI Life
Reliance
17
27
161
20
PNB MetLife
16
35
26
24
36
153
32
87
45
1345
21
21
1913
1913
NonLinked
6043
1617
1519
81
24
38
31
55
30
230
13
84
893
11
98
98
ULIP
Death Claims
19
Kotak Mahindra
Max NewYork
15
ING Vysya
Edleweiss Tokio
Future Generali
14
DLF Pramerica
IndiaFirst
Canara HSBC
13
Birla Sunlife
IDBI Federal
Bharti AXA
ICICI Prudential
Bajaj Allianz
12
Aviva
11
Aegon Religare
HDFC Standard
Public total:
(i)
10
LIC
Name of the
Insurer
S.
No
20601
4910
114
12
12
199
340
11
84
250
410
24
262
860
34
33
678
52
197
1274
48
15691
15691
NonLinked
24055
3454
2090
29
13
99
119
70
57
203
84
420
12
13
554
154
233
1364
1364
ULIP
Others
43282
12964
1680
29
12
502
661
60
1342
137
1396
85
20
225
2851
21
29
109
1122
605
989
765
320
30318
30318
NonLinked
56277
12995
11047
744
47
433
404
210
1613
101
514
13
261
2525
30
25
829
1910
816
354
197
1948
1948
ULIP
Policy
Servicing
28338
23695
529
20
4972
2267
51
2464
106
836
216
23
539
3304
5181
67
530
717
963
495
275
122
4643
4643
NonLinked
39742
11404
11077
188
15
2639
254
62
1207
24
125
19
229
2191
1352
19
1700
565
334
125
19
327
327
ULIP
Proposal
Processing
22768
11123
350
471
548
67
520
120
1685
28
272
1802
11
851
169
3869
283
36
11645
11645
NonLinked
37135
14367
13295
325
43
689
285
122
2232
39
1764
65
1899
26
23
1632
11
3870
230
29
1072
1072
ULIP
Survival Claims
9278
9278
7801
304
16
259
313
218
181
150
213
40
27
865
899
181
579
328
2385
807
15
1477
1477
ULIP
related
125884
123406
4764
77
146
6263
14851
1354
4129
5091
1537
762
469
13082
20653
589
47
775
394
14531
2375
21549
4416
5547
2478
2478
NonLinked
168482
42598
42538
2447
147
11
2070
1550
1552
1841
2618
21
204
3809
13160
280
50
1480
7120
2841
196
154
985
60
60
ULIP
Unfair Business
Practice
245299
178611
7554
147
190
12468
21
18880
1628
8700
5731
5899
1123
569
14416
29623
5868
56
917
1054
17986
4209
28444
7034
6094
66688
66688
Non
Linked (A)
341012
95713
89367
4118
285
38
6213
2963
2204
7199
2994
2845
76
254
5343
21324
1712
114
4227
12444
3193
8648
1914
1247
6346
6346
ULIP
(B)
Total
341019
267978
11672
432
228
18681
29
21843
3832
15899
8725
8744
1199
823
19759
50947
7580
60
1031
5281
30430
7402
37092
8948
7341
73034
73034
Total
(A+B)
115
Conventional
Health
Pension
ULIP
Others
Total
2012- 2011- 2012- 2011- 2012- 2011- 2012- 2011- 2012- 2011- 2012- 201113
12
13
12
13
12
13
12
13
12
13
12
46
71
114
122
16
15
188
218
125
359
41
42
53
34
21
29
241
466
263
139
10
111
106
16
407
259
244
121
11
342
146
68
78
672
351
5080 3284
33
60
85
85
2277 1635
11
33
779
562
286
99
3360 2331
928
30
10
38
29
575
793
614
75
2185 1521
2
3
614
Malpractices
296
780
Misappropriation of premiums
4154 2581
51
94
96
74
1760 2243
646
377
6707 5369
698
727
12
15
24
371
448
120
99
1213 1310
2080 2127
38
29
41
1170 1624
326
94
3612 3924
222
214
292
5961 7484
881
3980 1928
23
45
15
26
574
68
74
8014 4027
21
10
142
164
15 Spurious Calls
1809
4660 3882
6339
253
6339
559
447
35
21
819
471
113
75
1533 1017
8649 6186
56
79
84
148
2730 3067
682
1143
24
35
480
127
100
Total
912
116
888
442
253
1783 1494
117
118
Data on Grievances
- Non-Life Insurers
1.
Cursory glance of registered & attended to Non-Life Complaints for the last 3 years
2.
Complaints registered against Non-Life Insurers for the last 3 years - Graphical Presentation
3.
4.
5.
6.
7.
8.
9.
10.
119
120
2010-11
Registered Attended to
Complaints registered by
Policyholders directly online in IGMS*
2011-12
Registered Attended to
2012-13
Registered Attended to
3070
2740
4305
4387
5274
4401
4861
4448
6486
6761
Complaints registered by
Non-Life Insurers
126658
127208
85224
84372
68136
68139
Total:
131932
131609
93155
91560
78927
79287
121
122
Insurer
Reported
during
the year
2011-12
Attended
to during
the year
Pending
at the end
of the year
Opening
Balance
Reported
during
the year
2012-13
Attended
to during
the year
Pending at
the end
of the year
Agriculture Insurance*
ECGC of India
63
63
63
111
162
12
National Insurance
2426
1792
634
634
3712
3976
370
2035
1975
60
60
3022
2980
102
4391
3923
468
468
4663
4850
281
3743
3420
323
323
7108
7089
342
(i)
12658
11110
1548
1548
18616
19057
1107
Apollo MUNICH
Health Insurace
1117
1117
1183
1181
Bajaj Allianz
General Insurance
11728
11727
10245
10244
Bharati Axa
General Insurance
2701
2701
4972
4972
Cholamandalam
MS General Insurance
10728
10725
3750
3748
2336
2336
3231
3231
HDFC ERGO
General Insurance
1917
1917
712
711
ICICI Lombard
General Insurance
23735
23731
14001
13980
25
7
8
IFFCO Tokio
General Insurance
4137
4137
3139
3135
103
103
70
69
10
Magma HDI
General Insurance
Max Bupa
Health Insurance
735
734
857
851
12
Raheja QBE
13
9715
9682
14
15
5884
5884
447
445
17
169
18
19
11
33
33
7629
7602
60
17
16
3383
3379
367
359
10
168
256
255
441
440
596
595
4332
4331
5458
5458
20
269
269
442
441
(ii)
80497
80450
47
47
60311
60230
128
(iii)
93155
91560
1595
1595
78927
79287
1235
16
123
124
Raheja QBE
10
11
12
13
18
19
20
(ii)
(iii)
17
(i)
16
National Insurance
15
ECGC of India
14
Agriculture Insurance*
Coverage
Others
Policy Related
Premium
Product
Proposal Related
Refund
Total
30045
18445
83
1019
434
205
58
717
4225
221
35
1427
2180
474
1559
1841
1547
1953
462
11600
4205
2719
2520
2073
83
31090
22623
49
688
342
127
709
5746
72
28
1791
3884
457
880
4537
972
2057
275
8467
2555
2648
1692
1525
47
704
508
27
26
25
38
67
49
160
103
196
105
54
33
1167
1069
76
582
45
47
15
36
239
16
98
42
27
28
1627
1485
1032
19
210
27
111
56
142
70
38
25
1536
1429
427
10
25
15
825
13
83
107
32
35
12
28
12228
9307
14
865
65
11
35
411
1722
124
225
2468
83
250
35
196
2629
168
2921
976
600
190
1138
17
8136
6494
19
465
36
14
507
1321
174
338
2510
132
189
128
161
392
98
1642
377
615
105
532
13
29101
26458
335
2261
51
31
255
1991
1554
87
22
1341
7709
83
1246
1764
2807
4531
385
2643
1219
918
177
327
38076
36383
183
2308
42
26
408
4109
2370
124
68
1905
6809
1183
1143
5807
1371
7994
532
1693
540
776
151
225
2439
1736
78
28
177
46
14
43
1016
16
25
56
215
703
352
225
63
59
4806
4416
11
188
11
423
49
11
32
3252
18
30
40
312
26
390
105
200
40
43
558
521
13
29
280
55
29
22
26
14
35
37
11
17
984
966
13
97
208
437
24
65
26
34
47
18
579
496
27
10
66
85
37
16
183
34
83
44
20
14
5406
5361
23
10
90
4796
65
17
29
249
60
45
21
10
12
1646
1355
157
11
74
12
56
47
253
12
29
137
506
37
291
126
72
56
37
1954
1756
226
112
41
31
41
640
21
14
129
53
368
63
198
62
78
30
28
78927
60311
442
5458
596
256
367
3383
17
7629
857
70
3139
14001
712
3231
3750
4972
10245
1183
18616
7108
4663
3022
3712
111
93155
80497
269
4332
441
169
447
5884
9715
735
103
4137
23735
1917
2336
10728
2701
11728
1117
12658
3743
4391
2035
2426
63
2012-13 2011-12 2012-13 2011-12 2012-13 2011-12 2012-13 2011-12 2012-13 2011-12 2012-13 2011-12 2012-13 2011-12 2012-13 2011-12 2012-13 2011-12 2012-13 2011-12
Claim
125
S.No.
Sector of Insurance
2010-11
2011-12
2012-13
Motor
58498
42982
35793
Health
45132
34836
30279
Others
23028
15337
12855
Total:
126658
93155
78927
126
127
S.No
2012-13
2011-12
6591
7361
4851
7281
2759
3489
Repudiation of claim
2323
2403
2667
1919
Others
11088
12383
Total
30279
34836
128
S.No
2012-13
2011-12
5997
9132
12137
8423
2152
3379
1688
2982
Others
13819
19066
Total
35793
42982
129
130
Data on Grievances
- Insurance Ombudsman
1.
2.
3.
4.
131
132
2010-11
2011-12
2012-13
LIFE INSURANCE
11017
12353
15711
NON-LIFE INSURANCE
10048
9987
9071
21065
22340
24782
133
134
2011-12
O/S as on Received
01.04.2011
2012-13
Disposed
Disposed
O/S as on
31.03.2013
6021
22340
21185
7176
7176
24782
23357
8601
2343
12353
11850
2846
2846
15711
14673
3884
3678
9987
9335
4330
4330
9071
8684
4717
135
Year
Complaints
Partial or
which are not total repudiation
entertainable
of claim
Dispute in
regard to
premiums
paid or
payable in
terms of policy
Disupute on
the legal
construction
of the policies
so far as
such dispute
relates to claim
Delay in
settlement
of claims
Non issuance
of document
to customer
after receipt
of premium
Total
2011-12
12972
5847
1432
667
1182
240
22340
2012-13
16148
4958
2354
310
866
146
24782
136
New Regulation
for Standard Proposal Form
for
Life Insurers
137
138
139
140
141
142
143
144
145
146
147
148
149
150
151
152
153
154
Annexure-A
Insurance Regulatory and Development Authority
(Protection of Policyholders Interests) Regulations, 2002.
In exercise of the powers conferred by clause (zc) of sub-section (2) of section 114A of the Insurance
Act, 1938 (4 of 1938) read with sections 14 and 26 of the Insurance Regulatory and Development Authority Act, 1999 (41 of 1999), the Authority, in consultation with the Insurance Advisory Committee,
hereby makes the following regulations, namely:
(d) Proposal form means a form to be filled in
by the proposer for insurance, for furnishing
all material information required by the insurer
in respect of a risk, in order to enable the
insurer to decide whether to accept or
decline, to undertake the risk, and in the event
of acceptance of the risk, to determine the
rates, terms and conditions of a cove r to be
gra nted.
(f)
(a) Act means the Insurance Act, 1938 (4 of
1938);
(b) Authority means the Insurance Regulatory
and Development Authority established
under the provisions of section 3 of the
Insurance Regulatory and Development
Authority Act, 1999 (41 of 1999);
(c) Cover means an insurance contract
whether in the form of a policy or a cover note
or a Certificate of Insurance or any other form
prevalent in the industry to evidence the
existence of an insurance contract;
3. Point of Sale
(1) Notwithstanding anything mentioned in
regulation 2(e) above, a prospectus of any
155
the Authority
ii)
iii)
efficiently and with speed and the same alongwith the information in respect of Insurance
Ombudsman shall be communicated to the
policyholder along-with the policy document and
as maybe found necessary.
(l)
(j)
157
(j)
158
11. General
(1) The requirements of disclosure of material
information regarding a proposal or policy apply,
under these regulations, both to the insurer and
the insured.
(2) The policyholder shall assist the insurer, if the
latter so requires, in the prosecution of a
proceeding or in the matter of recovery of claims
which the insurer has against third parties.
N.Rangachary
Chairman
[ADVT/lll/IV/161/2002/EXTY]
160
Annexure-B
MINISTRY OF FINANCE
(Department of Economic Affairs)
(Insurance Division)
NOTIFICATION
New Delhi, the llth November, 1998
G. S. R. 670(E). - In exercise of the powers
conferred by sub-section (1) of Section 114 of the
Insurance Act, 1938 (4 of 1938) the Central
Government hereby frames the following Rules,
namely:-
1.
2.
3.
(i)
(j)
4.
(b) committee
means
an
advisory
committee referred to in Rule 19.
5.
(c) financial year means period of twelve
months commencing from the 1st day of April
of any year and ending on 31st day of March
of the succeeding year.
161
8.
Ombudsman-
9.
7.
of
the
Central
162
13. Manner in which complaint is to be made:(1) Any person who has a grievance against an
insurer, may himself or through his legal heirs
make a complaint in writing to the
Ombudsman within whose jurisdiction the
branch or office of the insurer complaint
against is located.
Explanation:- For the purpose of this subrule premium income means the gross
direct premium income of the insurer without
taking into account from time to time income
on reinsurance accepted by the insurance
company.
163
16. Award:
made
by
the
MISCELLANEOUS PROVISIONS:
19. Advisory Committee: An Advisory Committee
consisting of not exceeding five eminent
persons shall be notified by the Government
to assist the Insurance Regulatory Authority
to review the performance of the
Ombudsman from time to time. The
Insurance Regulatory Authority shall decide
the time, venue and quorum of such meeting.
The authority, after discussing the matter with
the Governing Body, may recommend to
Government appropriate proposals for
effecting improvements in the functioning of
Ombudsman. In the light of recommendations
made by the Insurance regulatory Authority,
the Government may carry out such
amendments to these rules as they may
deem fit.
165
NOTIFICATION
MINISTRY OF FINANCE
(Department of Economic Affairs)
(Insurance Division)
NOTIFICATION
New Delhi, 21st June, 1999
166
Annexure-C
Ref: 3/CA/GRV/GrvRedrGuidelines/YPB/10-ll dated 27th July, 2010
IRDA.
3. Grievance Officer/s:
Every insurer shall have a designated Grievance
Officer of a senior management level. Senior
Management would mean either the CEO or the
Compliance Officer of the company. Every office
other than the Head/Corporate/Principal officer of
an insurer shall also have an officer nominated as
the Grievance Officer for that office.
1. Definition of Grievance/Complaint:
There shall be a uniform definition of Grievance or
Complaint. Grievances shall be clearly
distinguished from Inquiries and Requests, which
do not fall within the scope of these guidelines.
(i).
7.
8.
5. Turnaround Times:
There are two types of turnaround times involved.
(i).
Categorisation of complaints:
9.
Closure of grievance:
11.
(A. Giridhar)
Executive Director
168
Annexure-D
Putting in place proper procedures and effective mechanism to address complaints and grievances
of policyholders including misselling by intermediaries.
Ensure compliance with the statutory requirements as laid down in the regulatory framework. Review
of the mechanism at periodic intervals.
Provide the details of grievances at periodic intervals in such formats as may be prescribed by the
Authority.
169
170