stručni prilozi
Milan Brković*
TAČNOST PODATAKA
U KREDITNIM
IZVEŠTAJIMA SA
POSEBNIM OSVRTOM
NA TRI KREDITNA
BIROA SAD I KREDITNI
BIRO UBS
Rezime
Rad fokusira značaj informacija koje se čuvaju u bazama podataka kreditnog biroa.
Putem komparativne analize dva različita koncepta naglašavaju se razlike u tretmanu
ovih poverljivih informacija koje duboko zadiru u zaštitu prava ličnosti. Rad, takođe,
ističe značaj tačnosti podataka u kreditnom izveštaju u kontekstu procene rizika klijenata
koju obavlja banka s obzirom na to da su upravo banke najveći korisnici ovih informacija.
Za klijenta koji je zainteresovan za kreditna sredstva od prvorazrednog je značaja da
podaci iz kreditnog izveštaja budu tačni jer bi svaka greška u kreditnom izveštaju
mogla dovesti do odbijanja kreditnog zahteva, pa se dužna pažnja posvećuje upravo
ulozi kreditnih biroa u rešavanju problema asimetričnih informacija na finansijskom
i posebno kreditnom tržištu. Na primeru "velike trojke" kreditnih biroa u Sjedinjenim
Američkim Državama, istraživanje je pokazalo da usled grešaka u izveštajima kreditnih
biroa, posledice snose i klijenti banaka ali i same banke.
JEL klasifikacija: D12, D82
*
Udruženje banaka Srbije
[email protected]
bankarstvo 9 - �� ����
Ključne reči: kreditni biro, tačnost podataka, reklamacije, procena rizika
���
expert contributions
Milan Brković*
CREDIT REPORTS
DATA ACCURACY
WITH THE FOCUS ON
THREE USA CREDIT
BUREAUS AND THE
ASB CREDIT BUREAU
Summary
This paper focuses on the importance of credit information stored in a credit bureau
databases. The paper shows a comparative analysis of different concepts regarding
the treatment of this confidential information deeply related to the consumer rights
protection. The paper also emphasizes data accuracy in the context of creditworthiness
assessment, bearing in mind that banks are the biggest users of this information. For
a client interested in credit funds, it is highly important that the credit report data are
accurate given that each mistake in a credit report might lead to the rejection of credit
request, which is why due a�ention is devoted to the credit bureaus role in solving the
problem of asymmetric information on the financial, and particularly, credit market.
Using the example of the ‘Big Three’ credit bureaus in the USA, a research showed that
due to the mistakes in credit bureau reports, both the clients and the banks themselves
take the consequences.
bankarstvo 9 - �� ����
Key words: credit bureau, data accuracy, complaints, risk assessment
���
JEL Classification: D12, D82
*
Association of Serbian Banks
[email protected]
1
2
i za druge oblasti a ne samo za rad kreditnih
biroa. Ovaj pristup omogućava da kreditni
biroi, rešavajući asimetriju informacija, budu od
neprocenjivog značaja za banke ali i za klijente
koji sada, putem kreditnog izveštaja mogu da
dokumentuju i valorizuju svoju urednost u
izvršavanju obaveza. Najbolji primer za to jeste
Kreditni biro Udruženja banaka Srbije.
Greške u izveštajima kreditnih
registara SAD
U stručnoj javnosti, pre svega SAD, snažno
je ođeknuo Izveštaj PIRGs (Public Interest
Research Group), sa početka 90-ih godina
prošlog veka, o greškama u izveštajima velike
trojke kreditnih biroa koja posluje na tržištu
SAD (Experian, Equifax, Trans Union) a koji
objedinjuju podatke za oko 90% odraslih
Amerikanaca.1 Prema ovom Izveštaju:
• 25% kreditnih izveštaja je posedovalo
ozbiljne2 greške koje mogu da rezultiraju u
odbijanju kredita, kao što su lažni prestupi
ili računi koji nisu pripadali korisniku,
• 54% kreditnih izveštaja je sadržalo netačne
lične podatke (greške u kucanju, pripadale
su drugom licu kao i druge sa tim povezane
greške),
• 22% kreditnih izveštaja je prikazivalo jednu
hipoteku ili kredit dva puta,
• Skoro 8% kreditnih izveštaja nije sadržalo
glavni kredit, zajam, hipoteku ili drugi
korisnički račun koji pokazuje bonitet
korisnika,
• 30% kreditnih izveštaja je imalo kreditne
račune korisnika koji se, iako zatvoreni, i
dalje vode kao otvoreni,
• Ukupno posmatrano, u 79% kreditnih
izveštaja nađena je makar jedna greška,
bilo da ona ozbiljno ugrožava kreditnu
sposobnost klijenta ili se u formalnom
smislu ne može smatrati ozbiljnom ali
svakako ne pokazuje tačnu sliku o klijentu i
njegovim zaduženjima.
Dobijeni podaci iz ovog istraživanja su bili
alarm za uzbunu pa je Kongres od 1996. pa do
2003. godine kada je donet FACT ACT (Fair
Detaljnije videti na www.uspirg.com pod naslovom “Mistakes do happen”
Ozbiljnom greškom se smatra greška u izveštaju koja može rezultirati negativnim odgovorom banke prema klijentu koji
je aplicirao za sredstva
bankarstvo 9 - �� ����
K
omparativna analiza sistema kreditnih
registara pokazuje znatne razlike
u prikupljanju, obradi i korišćenju
kreditnih informacija ali je zajedničko to da je za
sve one čiji se podaci nalaze u bazama kreditnih
biroa od suštinske važnosti da informacije
o zaduženosti budu tačne i da na veran i
transparentan način prikažu stanje obaveza po
osnovu finansijskih i drugih usluga. Ukoliko
se ovome doda da se podaci u kreditnom
registru zadržavaju i nekoliko godina od
momenta regulisanja određene obaveze, to će
onda potencijalnom kreditoru ostaviti dovoljno
prostora, da uz druge korišćene metode,
proceni rizik određenog plasmana.
Prilikom procene kreditne sposobnosti
klijenta za banku je od suštinske važnosti da
podaci, na osnovu kojih se procenjuje rizik,
realno odražavaju njegovu finansijsku poziciju
pa bi svaka eventualna greška u kreditnom
izveštaju svakako rezultirala i pogrešnom
procenom njegove kreditne sposobnosti.
Napomenuto je već da u svetskim okvirima
postoje znatne razlike u ustrojstvu kreditnih
biroa, vrsti informacija koje prikupljanju, krugu
korisnika kreditnih izveštaja, zaštiti podataka
i slično. Upravo ovo poslednje nas navodi na
još jednu bitnu razliku koja se tiče upotrebe
informacija o zaduženosti ali i rešavanja
reklamacija na podatke koji se nalaze u
kreditnom izveštaju. Radi toga, prikazaćemo da
postoje različiti koncepti u tretmanu poverljivih
informacija kakve su informacije o zaduženosti
i kreditnoj istoriji.
Praksa je pokazala da u radu kreditnih biroa
SAD postoji “slobodniji” način raspolaganja
ovim podacima, odnosno da se oni nalaze
na tržištu i mogu ih kupiti npr. marketinške
agencije ili drugi zainteresovani akteri, kojima
bi ove informacije bile od izuzetne koristi. Ne
treba napominjati da se ovde radi o desetinama
i stotinama miliona građana čiji se podaci nalaze
u bazama kreditnih biroa. Ovakvom liberalnijem
konceptu suprostavljen je koncept evropskih
kreditnih biroa, koji je konzervativniji i više
usmeren ka zaštiti prava potrošača što i jeste
vrlo važna evropska tekovina karakteristična
���
bankarstvo 9 - �� ����
T
���
he comparative analysis of credit
bureaus (or credit registries) shows huge
differences in collecting, processing and
handling credit information, but the thing they
all have in common is that for those whose
data are in the credit bureau databases it is of
highest importance for the data to be accurate,
realistically and transparently indicating the
position of liabilities in respect of financial
and other services. If you add that the data are
kept in the credit bureau for several years a�er
a certain liability is se�led, this leaves enough
space for a potential creditor to, in combination
with some other methods, access the risk of a
certain lending activity.
On the occasion of creditworthiness
assessment it is essentially important for a
bank to have the figures accurately indicating
the financial position of a client, because each
potential mistake in a credit report might
lead to the wrong assessment of the client’s
creditworthiness. It was already mentioned
that, from the global perspective, there are huge
differences in terms of institutional organization
of credit bureaus, type of information collected,
range of credit report users, data protection
etc. The last one indicates another important
difference in respect of the usage of information
on indebtedness, but also in respect of handling
the complaints to the credit report data. To
this end, it is worth presenting the different
concepts in the treatment of confidential
information such as the data on indebtedness
and credit history.
The practice has shown that the USA credit
bureaus apply the so-called “more liberal”
approach to the use of these information, which
practically means that credit reports are bought
and sold daily to marketing agencies or other
interested parties, to whom such information
would be highly beneficial. No need to mention
that these credit registries contain the data on
dozens and hundreds of million of citizens.
Such a liberal concept is opposed by the concept
of the European credit bureaus, which is more
conservative and primarily focused on consumer
rights protection, which, essentially, is a very
1
2
important European legacy, characteristic for
other sectors in addition to the operation of the
credit bureaus. This approach or concept allows
for the credit bureaus to become invaluable for
banks and their clients, by solving the problem
of asymmetric information, but also for those
clients that are now, by means of credit reports,
in the position to document and evaluate their
creditworthiness. The best example for this is
the Credit Bureau of the Association of Serbian
Banks.
Inaccuracies in the USA Credit
Bureaus’ Reports
Several studies conducted in the early
1990s by the Public Interest Research Group
(PIRG) detected serious inaccuracies in credit
reports issued by major credit bureaus in the
USA (Experian, Equifax, Trans Union). The
“Big Three” cover almost 90% of data for all
American adults1. According to one of these
Reports:
• 25% of the credit reports contained serious
errors2 that could result in the denial of the
credit, such as fake offences or accounts
that did not belong to the concerned
consumers;
• 54% of the credit reports contained
personal demographic information that
was misspelled, long out-dated, belonged
to a third party, or was otherwise incorrect;
• 22% of the credit reports listed the same
mortgage or loan twice;
• Almost 8% of the credit reports were
missing the major credit, loan, mortgage or
other consumer accounts that demonstrate
the creditworthiness of the consumer;
• 30% of the credit reports contained credit
accounts that had been closed by the
consumer but remained listed as open;
• Altogether, 79% of the credit reports
surveyed contained at least one error,
whether it seriously jeopardized the client’s
creditworthiness or formally not serious,
but certainly misrepresenting the accurate
image of the client and his/her obligations.
More details on www.uspirg.com, under the headline “Mistakes do happen”
Serious error is defined as error which can contribute to the denial of credit application
and Accurate Credit Transactions Act) pokušao
ukupno 1,605,964 izveštaja za sve vrste korisnika
serijom propisa da bliže reguliše rad kreditnih
(fizička lica, pravna lica i preduzetnici) dok je
biroa i zaštiti prava klijenata. Klijentima je tako
u istom periodu zabeleženo 87 reklamacija. U
bilo omogućeno da jednom godišnje dobiju
nastavku se daje hronološki prikaz kretanja
besplatan izveštaj koji se o njima vodi u bazama
reklamacija u slučaju fizičkih lica u periodu
podataka “velike trojke”, odnosno intencija je
2005-2008. godine.3
bila da se putem češće kontrole smanji
mogućnost unošenja i prenosa netačnih
R. br. Reklamacije
2005.
2006.
2007.
2008.
podataka. Uz to, sva tri kreditna biroa
Unete
su dobila i nove odgovornosti kada je
1.
1.037
3.314
6.315
8.618
reklamacije
u pitanju odnos sa klijentima time što
Učešće unetih
će obezbediti dovoljan broj zaposlenih
reklamacija
koji će pružiti podršku potrošačima u
u ukupnom
2.
0,09% 0,20% 0,26% 0,32%
broju izdatih
slučaju ulaganja reklamacija na podatke
pojedinačnih
iz kreditnog izveštaja. Uprkos tome nije
izveštaja
bilo značajnijeg pomaka pa je zabeleženo
novčano kažnjavanje kreditnih biroa
iz “velike trojke” zbog uspostavljanja lažne
Predstavljeni podaci ne bi bili kompletni
klijentske službe pa su im prema gore
i izražavali pravu sliku o reklamacijama na
pomenutom Zakonu izrečene novčane kazne od
podatke u kreditnom registru da se ne izvrši
250.000 USD koliko je odlukom FTC (Fair Trade
i dalja analitika po pojedinim elementima
Commission) kažnjen Equifax 2003. godine pa
reklamacije. Prema podacima Kreditnog
do 2,5 miliona USD kolika je bila kazna za
biroa UBS, metodom slučajnog uzorka, na 70
sva tri kreditna biroa u 2000. godini. Primera
reklamacija dobijeni su sledeći podaci:
radi, u nekim drugim
izveštajima
PIRG-a
Zahtev klijenta koji je uložio
Ukupno Uvaženo Nije uvaženo
navedeno je da je
reklamaciju
prosečno trajanje žalbi
Brisanje tekućeg računa
3
3
na račun kreditnog
Brisanje istorijskog spornog
9
7
2
biroa 22,5 nedelje ili
potraživanja po tekućem računu
oko 6 meseci. Nigde,
Promena statusa tekućeg računa u
1
1
ugašen
međutim, u analizama
PIRG-a nije navedeno
Izmena datuma nastanka istorijskog
spornog potraživanja po tekućem
1
1
kolika je potencijalna
računu
ili stvarna šteta koju
Brisanje kredita
1
1
su pretrpeli klijenti
Brisanje istorijske docnje po kreditu
31
14
17
banaka zbog propusta
Promena statusa kredita u otplaćen
10
10
koji su nastali u radu
Ažuriranje
statusa
kredita
jemca
u
kreditnih registara.
1
1
Rešavanje
reklamacija u
Kreditnom birou
Udruženja banaka
Srbije
Izmena statusa kreditne kartice u
ugašen
8
5
3
Brisanje istorijske docnje po kreditnoj
kartici
5
4
1
Ukupno
70
46
24
Praksa u radu Kreditnog biroa UBS pokazuje
da je u periodu januar - jul 2009. godine izdato
3
Unos reklamacija je počeo u II kvartalu 2005.godine
Iz navedenih podataka može se zaključiti
da je u najvećem procentu - 66% reč o
bankarstvo 9 - �� ����
otplaćen
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bankarstvo 9 - �� ����
The data from this research caused alarm,
Complaints solving process in the
prompting the Congress to pass several
ASB Credit Bureau
regulations in the period from 1996 until
2003 when the FACT Act (Fair and Accurate
The practice in the Credit Bureau of the
Credit Transaction Act) was enacted, with a
Association of Serbian Banks clearly shows
view to regulating more closely the behavior
that in the period January-July 2009, the
of the credit bureaus and protecting consumer
total amount of 1,605,964 reports was issued
rights. Thus, the clients were enabled to get a
for all categories (individuals, legal entities,
free annual credit report upon request from the
entrepreneurs), while in the same time 87
databases of the “big three” credit bureaus. The
complaints were recorded. Table 1 below
intention was to reduce the number of incorrect
shows the chronology of these data in respect
entries and transfers of data by more frequent
of natural persons in the period 2005-2008:3
control of the databases. Additionally,
all three credit bureaus were granted
No.
Complaints
2005.
2006.
2007.
2008.
the new responsibilities concerning
Noted
consumer relationship by providing
1.
1.037
3.314
6.315
8.618
complaints
the sufficient number of employees to
Noted
provide consumer support in the case
complaints
of complaints to the credit reports data.
2.
in the total
0,09% 0,20% 0,26% 0,32%
Despite of these measures, there were no
number of
issued reports
visible improvements in this respect, and
it was recorded that the ‘big three’ credit
bureaus were fined for establishing a false client
The above mentioned data would not
service center. Pursuant to the above mentioned
express and indicate the real picture in the
Law, the fine ranged from USD 250.000, which
complaint process if we did not take into
was Equifax to pay in 2003 according to the
account some further clarifications. According
decision of Fair Trade Commission (FTC), up
to the ASB Credit Bureau data, by applying
to 2,5 million USD for all three credit bureaus
a random sampling method to the 70 chosen
in 2000. For the sake of illustration, some other
examples of complaints, the following data
PIRG reports noted that in average it took
were obtained:
22 and a half weeks
Request of the client who submi�ed
or about 6 months
Total Sustained
Rejected
the complaint
to solve consumer
Clearing of current account
3
3
complaints in respect of
Clearing of the long out-dated bad
a credit bureau. None
9
7
2
debt
of the PIRG analyses,
Current account status to be changed
however, note how
1
1
into closed
serious the potential or
Changing the date of default in
1
1
real financial damage
respect of a current account
suffered by the bank
Clearing of a loan
1
1
clients due to the credit
Clearing of out-dated default
31
14
17
bureaus’ mistakes is.
���
3
Started in the II quarter of 2005
Changing loan status into write off
10
10
Updating warrantor information into
‘been repaid’
1
1
Changing credit card status into
closed
8
5
3
Clearing out-dated credit card
defaults
5
4
1
Total
70
46
24
neopravdanim reklamacijama, nasuprot 34%
opravdanih, te da su banke izuzetno ažurne
u rešavanju reklamacija s obzirom na
to da se broj zaključenih, odnosno
rešenih reklamacija kreće iznad
95% što je najverovatnije rezultat
i aktivnog monitoringa Kreditnog
biroa.
Priznanje Svetske banke
Kreditnom birou UBS
Napomenimo još i da je Kreditni biro
Udruženja banaka Srbije kao nacionalni
registar u nedavno objavljenom Izveštaju
Svetske banke “Doing Business Report 2010”4
dobio značajno priznanje za postavku sistema
i funkciju koju vrši u monetarno-kreditnom
sistemu Republike Srbije. Prema navedenom
Izveštaju, rad Kreditnog biroa UBS
dobio je najvišu ocenu u kategoriji
pružanja kreditnih informacija čime
je, na osnovu korišćene metodologije
Svetske banke, rangiran na 4
mestu u konkurenciji 183 zemlje.
Ovo priznanje za rad Kreditnog
biroa UBS još jednom potvrđuje da
naš nacionalni kreditni registar svojim
performansama u potpunosti odgovara
najvišim svetskim standardima u ovoj oblasti.
Literatura / References
4
Kompletan izveštaj je dostupan na www.doingbusiness.org
bankarstvo 9 - �� ����
1. Jovanić Tatjana, Kreditni registri za fizička
lica i podaci o ličnosti, Pravni život, br. 11,
2003
1. Jovanić Tatjana, Potrošački kredit: pravnoekonomski aspekt, Beograd, Udruženje
banaka Srbije, 2004
2. Robert Avery, Paul Calem, Glenn Canner,
Raphael Bostic, Credit Score Accuracy
and Implications for Consumers, Federal
Reserve Bulletin, February 2003, (str. 47-63)
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Based on the presented data the following
conclusion can be reached: the large
percent - 66% of the complaints to t h e
Credit Bureau reports are unjustifiable,
compared to 34% that are justifiable.
Also, the banks are very efficient
in the complaints solving process
considering that the number of the
solved complaints is above 95%,
which is, in all likelihood, due to the
efficient Credit Bureau monitoring
system.
World Bank’s recognition
of the ASB Credit Bureau’s
success
It is worth mentioning that the
Credit Bureau of the Association of Serbian
Banks as a national-wide register received
a very significant recognition for its system
bankarstvo 9 - �� ����
3. Mistakes do happen: Credit Report Errors
Mean Consumer Lose, Public Interest
Research Group, March, 1998
4. Credit Reports: How do potential lenders
see you, Consumer Reports, July 2000, (str.
52-53)
5. Credit Reports: Ge�ing it Half Right,
Consumer Reports, July 1991, (str. 453)
6. Doing Business Report 2010, World Bank,
Washington, 2009
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4
www.doingbusiness.org
organization and the function it performs
in the monetary-credit system in Serbia, in
the recently published World Bank Report
“Doing Business Report
2010”4. According to
the Report, the ASB
Credit Bureau got
the highest reward in
the category of credit
information providers,
and
according
to
the
World
Bank
methodology, ranked
fourth in the competition
of 183 countries. This
reward to the ASB Credit
Bureau confirms that
the performances of the
Serbian credit bureau are
completely in line with the highest standards
in this field.