BB issues guidelines for customer services

[Rozina Akter]

The central bank has issued guidelines for customer services and complaint management and asked all banks and financial institutions (FIs) to follow it to ensure better services to customers. A Bangladesh Bank (BB) press release on Tuesday said the guidelines were issued to protect the interest of customers, ensure better services in the financial sector and settle customers' complaints. According to the guidelines, all banks and FIs should follow the six major ethics and principles in dealing with customers. These are: accountability, transparency, equity and integrity, compliance, safety and security and privacy and confidentiality. According to the guidelines, accountability and responsibility of each employee engaged in customer service should be designed clearly and specifically and the officials of banks and FIs should provide services to their customers with a sense of urgency and commitment. There should be transparency in all terms and conditions and information relating to all banking products and services provided by the bank and FIs to the customers. Officials of banks and FIs must demonstrate their honesty, integrity, loyalty, impartiality to their customers. The officials dedicated to customer services should avoid conflict of interest. They should also comply with their relevant rules and regulations, policies and BB's instructions while rendering services to the customers. Banks and FIs should also ensure safety and security in operating system and dealings of their banking products and  services. Finally, officials of banks and FIs should maintain privacy and confidentiality of banking transactions of their customers with some exception such as disclosure under compulsion of law, public interest and bank's interest customer's consent. The guidelines also emphasize the risk management issues associated with the customer services, according to BSS.


Source: The Financial Express

[fatema nusrat chowdhury]

Informative sharing. Thank you :)

[Rozina Akter]

 :)

[shahanasumi35]

Informative post. Thanks for sharing.