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General Banking Division


Head office, Dhaka

Policy No: 03/2015

March 4, 2015

Heads of all Branches


Heads of all Divisions at Head Office
NRBC gank

Limited

Dhaka, Bangladesh

Subiect

Pollcv lor Customer Services and Complaint Manasement of NRBC Eank Limited.

Dear Sir,

ln accordance with the "Guidelines tor Customer Services and Complaint Manatement"
framed by the Flnancial lntegrity & Curtomer Seryices Department (Customer Services
Oivision) of Bangladesh Bank, a separate "Policy for Customer Services and Complaint
Manatement" has been prepared and approved by the Board of Directors of the Bank in its
25th and 26th meeting held on 22.01.2015 and 07.02.2015 respectively.
Therefore, all Executives/Officers of the Branch as well as Head Office are requested to keep
themselves thorouShly conversant with the contents ofthis Policy for meticulous compliance.
Please note that to implement this Policy a Cell named "Central Customer Service &
complaints Management cell (CCS & cMC)" has already been formed at Head office level
which has been communicated through email dated February 25. 2015. Now, with a view to
stren8then the corporate governance structure of the 8ank, all Head of Branches are requested
to form a granch tevel Customer Service & Complaints Management Desk (8LCS&CMD) ro act
in accordance with the Policy.

It

to be mentioned here that the number of personnel will be determined by the Head of
Branch taking into consideration of the number of customers as well as the number of
employees of the branch. ln case of very limited or short man-power of the branch, at least
is

one official must be deployed in the BLCS&CMD.

For any clarification, please contact Mr. Hasan Mahmud, Principal Officer, General Banking
Division. Head Office, Cell no:01955 502 028, e-mail: hasan@nrbcommercialbank.com.
Thanking you,

a-\

,.-

<--'Md. Masum Haider


-) President
First Vice

Deputy ManaginB Director

Enclosurc: Customer SeNices ond Comploint Monogement Policy ol the Bonk.

POLICY FOR CUSTOMER SERVICES

AND
COMPLAINT MANAGEMENT

November t2, ZOf4

TABLE OF CONTENT
INTRODUCTION

ctives of the Guidelines

CUSTOMER SERVICES
ln5titutiona

I F ra mework
runctions of cenrrat
Mana8ement Cell (CCS& CMCI
r u nctions of B ra nch Levif
Management Desk (BICS &CMDI

cuiiiiE celtii|iiills
diiiim-eiliiiiTtoiEljni

lnstttutaonal

Approachi-iG6mir

f9. ce"e."t M
lollcy
Code ofConduct

sei[i

Service Standards

Customer Chartei

jh" p"t.
?:!r:yi"s
customer Awareness

F-ffi

COMPLAINT MANAGEMENT
int Lod8ment procedrr;
Complaint Recordi

Priorjtization of CompE;;
clqpqll1Eqlqqtion pro."r,
Ittitrrdeandlttributeso-o-mplaintiandtingOlf

(cHo)

It.e

Lirntt lot qqltr;t" int


Controland Com
Reward an4 punishment

Root cause Ana


ANNEXURE

tys

R;;;io"

isliiiiiiForm

uta

tioi
t-ta

icial-s

INTRODUCTION
1.01. Overviewi
Bank is seavice oriented Financial lnstjtution.
We collect deposit from the savers and lend the

same under domestic legal framework to the persons


facin8 deficit of fund. lt was a day,
borrower used to come to us to meet their
demand of deficii of fund. aut bf now, not onty
banks but also many Fls and NBFts
ha
which are arso service o.i""t"d

Fi,;n.i:io";;flilT

;hlT::ilr.I*ll

the borrower, Banks approach has


b
-ii".i',1:fii"i"...",,,Tj,,
search borrowers uno *,"n0

ililli;J"r,]

"ll,XJjjl;
Xi,Xl".ll

-"oi -o",r"
deposrtors/savers fund. tn extendine
financiat services o" r*
orJr,o
r"O"O
[acilities, but it also provides
non-frir
t"t"'t'"t which is now a dominant "r
factor for
achieving significant profit of
the ,"n,to"o
more sensitive than th",
r,o"o

o.,in,li*r]i;,:X,:frill1lil;Jl:liffi:ffi

knowledge of tegat framework


:.1::-."0":*,:
rnternational environment
to understand customers need
""-0".r0".,*
Althou8h, a the Banks wilh
""0 O."ri"
therr emD

"

'0,,,n",,
",,.,,'"-0,n",:;::
situation no
services

sha not

J:

.i,ao."*,.
"na
,"rrn", ,, ,,."

il;J:J"f:::fiJT*T:ff :::ffi,jJ:If :*
ortria" tru

be allowed to ert"na

fr,i "rr'"i,"r"ii"."***.

Customer complajnts are part


of the
Bnnkinr company. As a
::
the prirhe concern of the bank. The
ban believes that excellence
in
customer
service is its
prame motto; providing prompt
ana eric'
:ient service should get paramount
importance
in its
business policies.

-;;; ;.;"H::';.ti""J,l;l.l"jll,lll#:,],:;ffi:l

Fina ncia I consu

mer protection has caled for re8urators


to be abre to set minimum standards

for financial products to ensure fair

However,

in

;",r.",;,; ;.;,;;J" Tf::,'""Il"il"Jii';#r.ffi;'."J::*,J;

demands, customer services


and consul
diverse. This diversific"a" n",

o"* a"r'"r
";";;;;;;;fi;Lutrtinuins
ruir,".ln;";.:ilffi

or comptexitv
initi"ti,e ror

protection issue become more


complex and
remarkabrv rn order to minimize
such tvpe
N RBc Bank is takins such

:Jili11,T,,#.|[T*

The Gujdellnes are structured


and focused on the aspects of
institutional and indjvidual
service quaritv, customer awareness
prosram and compraint

i,#"llilllil#"omer

Page

1.02. OBJECTIVES OF THE GUIDEI.INES:


At NRBC Bank, we betieve th
emplovees and clients stand
to Sain from a close, open
rerationship, *n"n ,, .o."r'1lo-lt
to resolvin8 problems and sharing positive
feedback. These
Guiderines are formulated
some specifac objectives like
attainang and retaining
customers, satisfaction O ,n*,rn
reputation
oodwirr'
and above al
trnancrar staoilty.

rher;r;";;"i::::::t:;tankt

" .tff;IT#;t"i:*1il1;ilT''"

b,

c.

To increase tran5parency
rn tinanc
To provide a

d ro provide

formalfra

ia I

service'practices bv setrins
up ftinimum

services

complaint cell in the


bank'

guidance for the


"r;;;;;'r;t"1**
bank officials to handle
and manage
,n" .rr.11-t"n"t"tial
itomers'complaintssatisfactorily,quickly,effectivelyand

efficiently.
e. To develop
education

consumer

program,

activi'm through a structured


consumer awareness and

1.03. LEGAL BASIS:

ilii:#r;"^,.f

Ir,^.,;rx1i,,.,fi ",i,:::Ti,;.J.,-[*,il,[,ii:;

,escribed in the guidetines


,. ;;";;'rr*::i"a'B
- -_ " "' oy the 'n"
'tur.,,on,
le8islative
requirements and
thesl
thor".

are. suppternenrary
replace orsupersede

"u,n",r,."

torar%

wilt not

CUSTOMER SERVICES
2.01. INSTITUTIONAI" FRAME WORK:
With a view to strengthening the corporate
Bovernance structure of the bank and also
to brinS about improvement in the quarity
of customer services, NRBc bank has constitute
Customer Service & Compl.ints Management
Cells as stated
below_

At the head office level this cell will


be named as Central Customer Service
& Complaints
ManaSement ce (ccs&cMc). It
wifl be constituted ,"0". * r,."., ir'"*oa"
the Managing Director or the Chief Executive
",
Officer (CEO) , ,* 0""*. li rn", o"
mentioned here that this cell will be
exctusively for dealing with the .orOf",nlr'
a'.r*or"l.
service retated matters. The number of personnet
of tiis cell witt il O"i".rni* o, *"
Managing.Authority of the bank. The personnet
of this cell will be the di8nitaries and they
will be delegated with adequate power
to settle the aisputes wittr Oue aiige;ce.
Under the Central Customer Service
&
be the B.anch Lever

C(

c,.,.,";;;;;;;'J:;iH.Iil1*""r1il:,:",1J,ffiT[:ffi

",:;]l

the zonal offi.e has stablished*. The numbe,


of p"rson*l *r, O" Ou,"rri"1 O, ,n"
branch manager taking into consideration
the number of customers as well as
the
number of employees of the branch.
tn tl
.,,
man-power
or the
branch, at reast one offi.i"r
'hort
o" a"prol7""li'n";:;ilr[["j.

.,,t

'Establijhlhnt ofronatoffi.e

is

subjeq to fo.mation of tood number of


br.nches in differenr zone.

Uu,r""n".,o.ar.,o.ffi
Page 3

The lnstitutional Frame Work of NRBCB is shown in diagram below:

Central Customer Servlce & Complaints Management


Cell(ccs&CMC)

Eranah LevelCustomer Service & Complaints

Manatement Desk (BLCS&CMD)

2.02. THE FUNCTIONS OF THE CENTRAL CUSTOMER SERVICE & COMPLAINTS


MANAGEMENT CELL (Ccs & cMc):

2.02.A.

POLICY RELATED FUNCTIONS:

The Cell shall, illustratively, play the following policy related roles in developing the
standard of customer services of the bank:

1.

2.

Establishment of some basic


bustomer servaces in the bank.
lssuance

of

institutional approach or ethical principles regarding

necessary customer- service- related policy

for general management of

the customer services in the branches,


3. Formulation of Code of Conduct for bank officials {As per para-2.0G).
4. Formulation of Service Standard and Customer Charter in the bank. (As per para
2.07 & 2.08)
5. Promulgation of customer awareness program (As per para-2.10).

5. Arran8ement

of

quarterly meeting

to

review customer services, systematic

deficiencies and take corrective measures thereon.

7. The Cell shall submit a brief half yearly report to the board stating the status of
complaints received, resolved and outstanding with su8gestions for improvement of
quality service or products.

Cuidelines for CustomerSeruiccs and Complaint I\,tanagernent- NRBC Bank

Page 4

2.02.8. OPERATIONAL FUNCTIONS

1.

To deal with the complaints received directly from customers Branch tevel Customer
Service & Complaints Mana8ement Desk (BICS & CMD).

2.

To monitorthe overallactivities and performances

3.

ofthe (BLCS& CMD).


To maintain liaison and respond duly and timely to the letters of Bangladesh Bank. If
the complaints are related to other divisions, CCS & CMC will take the responsibility
to communicate with the relevant divisions, collect information and give reply to
Bangladesh Bank.

4. To put forward the


5.

6.
7.

proposals to the Managing Authority for modification or


formulation of new policy related to the customer service.
To comply with and implement the directjons/instructions of Bangladesh Bank.
To maintain a register of complaints, received either from the customers directly or
from the branch offices. (As per para- 3.02)
To submit the monthly/quarterly statement containing the number of complaints
received, resolved and outstanding to Bangladesh Bank through Web portal.

2.03. FUNCTIONS OF BMNCH I.EVET CUSTOMER SERVICE

&

COMPLAINTS

MANAGEMENT DESt( (8t"CS& CMD):

1.

granch Level Customer Service & Complaints


Management Desk (BLCS&CMD) shall
deal with all the complaints directly received from the customers either in wr,tten
forrn or over telephone. tt will also give patient hearing to those customers who
physically appear before the desk with complaints.

2.

The BI"CS&CMD shall also give reply to the customer-service,related queries of the
custome15,

3.

The BLCS&CMD shall maintain two separate registers to record the written and
telephonic complaints. Then it willtake action on the complaints received on priority
basis.

4.

The BLCS&CMD shall prepare a monthly/quarterly statement or report in prescribed

format (Annex-C) showing the number


outstanding and send it to the
ended (Annexure,D).

5.

CCS &CMC

of complaints received, resolved and


within fifth of the next month/the quarter

The BLCS&CMD may refer any complex complaint to the CCS & CMC for further
suggestion or resolution. The BL6&CMO will keep correspondences with CCS&CMC
forthis purpose.

Guidelines for Customer Serviccs and Complairtt Management- NRBC Bank

Page 5

2.04. INSTITUTIONAL APPROACH TO CUSTOMER SERVICES:


some corporate principles, ethics, culture, moral standards and
collective attitudes for customer services. The strict exercise of these will result in the
institutional administrative success as well as the credibility of the banks to their
NRBC Bank has established

customers,

The fundamental ethics and principles that the Bank's employee should follow in
dealin8 with customers'affairs are furnished below:

The f undamental ethics and principles


SL No

Core principles/ethlcs

Details oI approach

Accountability and Responsibility

of

Accountability

each employee
entated in customer service should be desitned
clearly and specifically. Bank official should provide
seNice to their customers with a sense of urgency and

Transparency

There should be transparency in all terms & conditions

commitment.
and information relating to all banking products and

seNices provided bythe bankto the customers.


3

Equity and integrity

Compliance

Eank's officials must exhibit their honesty, integrity,


loyalty, impartiality to their customers. The officials
dedicated to customer services should avoid conflict of
interest.
Bank's officials must comply wath their relevant rules &
regulations, policies and BB's instructions while rendering
ServiceS to the customers.

Safety and security

Bank should ensure safety and security in operatin8


system and dealings of their banking products and
Services.

Privacy and

confidentiality

Bank's officials should maintain privacy and


confidentiality of the banking transactions of their
customers with some exception such as disclosure under
compulsion of law, public interest, bank's interest
customer's consentetc.

Cuidelines forCustomer Services and Complaint Management_ NRBC Bank

Page 6

2.05, POTICY FOR GENERAL MANAGEMENTOF THE BRANCHES:


system should be oriented towards providing better customer service
their system and its impact on customer
service. Bank should also have a Managing Authority approved policy for general
management of the branches which include the followinB aspects:
NRBC Banking

and therefore, Eank shall periodically study

a) Providing customers

with booklets containint all details of services and facilaties


available at bank branches in Ben8aliand EnElish.
b) oisplaying indicator boards at all service counters in both English and Bengali.
Surprise inspection and survey of customer services.
d) Reviewing and improvint existing security system in branches and ATM booths.
e) Providing enquiry counters at big branches.
c)

Training ofstaff in line with customer service orientation.


8) Developing banking products or services keeping view to suitability and
f)

h)

ppro priateness for genera I custo me rs.

Annualsurvey of customer satisfaction and grievances resolution.

2.06. CODE OF CONDUCT:


Generally Code of conduct is a set of rules for employees, personal behavioral pattern,
official decorum, dress code, environmental and disciplinary arrangement for staff,
stakeholders ahd stock holders in the bankinB premises set forth by the Bank. The purpose

of the code of

conduct

create a sense of oneness among a group of


an spite of individual differences. The aim of the code of

is to

employees, customer5 and guests

conduct is also to develop a common perspective towards a mission & vision of the
company. A Code of Conduct acts as an internal watchdog and memorandum of the basic
requirements of appropriate professionalism within the organizational culture. Exercrsing
code of conduct helps to make customers happy and improve long term banker-customer
.elationship. So bank shall formulate the basic code of conduct for the employees and it will
be applied in five essential areas (5Ps) as listed below:

a.
b.

People - The team who serve the customers.


Premises - The location from which bankers serve and communicate with

customers and colleagues.

c.
d.
e.

Papers - The documents whach are used

to provide and receive information.


Processes -The operation processes that enable bankers to delight customers.
Practices - The way in which bankers interact with customers.

Guidelines forCustomer Services and Complaint Managemenr. NRBC Bank

Page 7

2.06.A.

The formulated code of conduct must cover the following topics:

1. Behavioral pattem- Bank shall set forth some basic behavioral standard or
indicators for all employees, especially for the officials concerned with Customer
SeNices and Complaints mana8ement. Behavioral pattern includes the standard in

speaking, listening, Breetings that will exhibit loyalty, modesty, impartiality and
proactive attitude in providin8 service and that will not show obscene or abusive
languaSe, materials or messages in any way.

2.

Oisciplinary arrangement- Bank shall make some rules and arrangements which will
help to keep customer service point neat, clean, comfortable and disciplined. There

should be sitting arrangement, waiting lounge, drinking water, smoking or non


smoking 2one, line or arlay at customer service point and counter for customers etc.

2,06,B. Some standard Behavioral pattern and indicators at customer service


point are set by the bank
gank authority should strive to motivate their employees to expose standard behavior while

delivering their seNice to customers over the telephone, cell phone or face,to-face. Some
examples set by NRBC Bank are given below:

1.

Use basic courtesies such as always try to say "Please" and 'Thank you" while conversint

with the customers.

2. Address customers properly

5uch as Mr. or Ms. and sumame of customer may acceptable.

Never use casual term5 of endearment such as "honey". "yeah", "huh", o( "deat."

3.

Treat others as you would like to be treated in the same situation.

4,

Nevershowemotional impressionorexpression

5.

Be positive, pleasant, courteous and

6.

Never interrupt interactions with a customer to take a break, lunch or any lame excuse

cheerfulwith

a good impression.

etc.

7.

Avoid any rubbish or junk word to the customers.

8.
9.

Never disparage or criticize anotheremployee or customers.


Do not react negatively when someone approaches any help.

10. Do not take anything personally.


11. Avoid technical terminology with all customers
12. Assume everything (remark, comment

or any approach) positively and take the best

Guidelines for Customcr Serv ices aDd Complaint Managcmana NRBC Bank

Page 8

theme or idea, even if the customer actually meant the comment in a negative manner,
he or she will see that you sincerely want to help them and then their attitude will
change.
13. Present

a professional approach and appearance by practicin8 good personal hygiene

and dressing appropriately in the work place


14. Be a bank employee, not iust a department employee as the customers see us as "the
bankers" - they do not see individual departments or divisions.

2.07. SERVICE STANDAROS:

a)

formulated a service standard showing the timeline or


time frame, initiating level and disposal level of bankin8 service at the customer service
point or counter in the bank premise. lt will control the dedicated official to render
services in time and efficiently through proper channel. Each employee and each
depanment will choose the level of service they wish to deliver. customer should be
informed of Service Standard of the bank so that they can assume or plan in advance the
requked timeline to obtain services se.vlce Standard of NRBCB has been prepared
considering relevant factors such as number of employees, customers, environment
customers'requirement. availability of lo8istic support etc. keeping in mind that,
standard of each service has set in such a manner as it would be achievable, reasonable
NRB Commercial Bank Limited

and measurable. Here, the Service Standard set by the bank is shown in annexure_a:

b)

Ensure the compliance of the seNice Standard time to time.

2.08. CUSTOMER CHARTER;


providing bankin8
Customer Charter i5, in fact, a general statement of commitments for
written
services and necessary information to customers ThiS may be in the form of
products and
document, banner, poster, leaflets etc that exhibit the names of bankin8
to
services available in the bank- lt also contains road maps or indicators for the customers
get services in the bank premases The indications of lnformation desk, Customer
Relationship Desk, Remittance .Desk, credit Desk etc shall be displayed in the charter for
the customers for tracing the service points easily The Charter will also include a list of
customers' rights & obliSationsio Bank. The main objective of the "Customer

charte/' is to

make the customers conscious about their general riShts, obligations,

grievance

approach process and thereby help customers taking their own decision Copies of the
Customer Charter should be available on request to all customers at all branches, Customer_

Cui(iclines tbr Custolncr Serviccs and Conrplairll M.rnageD( rrr NRBC Eank

Page 9

Service-Points and at bank's web site. NRBC Eank shall-

and preserve their "customei charte." in its respective branches and


exhibit in their premises.
b) lnform, publish or display customers' rights & obligation5 as well as Bankers' riShts
& obligation5 through its web site, leaflets, notice boards, posters or in any other
a) Prepare

communi.ation channels.

2.08.01 CUSTOMERy RTGHTS/BANKERS' OBr-TGATTONS:


NRgC Bank shall allow their customers to obtain the

followint rights, i e, Bank shallcarry

out the following obligations to their customers:


A

Disalorure of Current lnte,est Ratei-

Prior to signint the contract with the consumers for both interest-bearing deposils and
loans, Bank shall-

1) lnform the customers ofthe term ofthe fixed deposit or loan;


2) lnform the customers of the char8es, if any, and consequences of

3)
4)
5)
6)
7)
B)

premature

termination of a fixed depositor loan;


lnform the custo m ers whether the interest rate is fixed or variable;
lnform the basis and frequency on which interest payments or deductions are to be
made;
Explain the method used to calculate interest of each producU
Disclose prominently the total amount of income that the customers shall receive on
the fixed deposits; and
Disclose the totalcost of creditwith break up, if any.

Disclosure of latest Schedule oI Cha]8es, Fee, Commlssion etc.

NRBC Bank shall,

for all char8es and fees to be levied at the time ofservice rendered or on

request?

1)
2)
3)

Provide the customers with a schedule of char8es, fees, commissions' payable for the
products or services that the customers have chosen;
Display prominently their standard fees and charSes at all branches,
lnlorm the customers of any additiohal charges or expenses that the customers have
to pay, such a5 searching fees to retrieve available past records etc.

Guidelines for Customer Services and Complaint Management_ NRBC Bank

Page 10

C) Notice of

ChanSes to Terms and Condltlons:

The terms and conditions provided by the bankshallhighlight to a consumer the fees,

charges, penalties, relevant interest rates and any other consumer liabilities or obligations in
the use of the financial products or services. NRBC Eank shall ensure that a consumer is

notified-

1)

At least thirty days in advance before implementing any changes to the terms and
conditions, fees or charges, discontinuation of services or relocataon of premises of
the fina ncia I serv ices provider.

2)

lmmediately ofany changes in interest rates regarding the product or service

D) ValueAdded Services:

The Bank should take written consent from their customers for any value added
services, such as, internet banking, SMS banking, ATM services etc. and inform the
customers of the terms and conditions along with the charges, levied for that.
E) Guarantor:
Prior to a person acting as a guarantor, bank 5hall in writing:

1)
2)

Advise the person of the quantum and nature of his or her potential liabilities; and
Advise the person to seek independent le8al advice before acting as a personal

gualantor.

F) Disclosure of othr facts, such as-

1. BuyinS and selling rates of foreiBn currencies


2. Financial statement. financial performance indicators etc
3. BankinB hours and holiday notices
4. Operating cycle or road map of seNices (indicators showing desk Number, floor
number, room number etc.).

2.08.02 CUSTOMERS' OBUGATTONS/BANKERS' RTGHTS:

a)
b)

Customers shallfollow the.banking norms, practices.

I rulesetc
Customers shall abide bythetermsand conditions prescribed for each bankint
fu nctiona

productand services.

c)

Customers shallmaintain disciplinary arrangement at the customerservice points.

d)

Customers shallconvey theirErievance to the bank in proper way or in prescribed

e)

Customers shall convey the bank any changes in their address, contact numbers, KyC

&TP
Cuidelines forCustomer Serviccs and Complaint Management- NRBC Bank

Page 11

Customer shall not try to show unreasonable persistence, demand, argument &
behavior.
c) Customers generally shallask any query at prescribed desk such as Customers,
Service Desk, Help Desk, lnformation Desk or Enquiry Desk at first instance.
h) Customer should avoid misunderstanding as far as possible.

2.09. DISPLAYING THE CONTACT DETAILS OF THE OFFICIAI.S OF CUSTOMER


SERVICES

AND COMPLAINT MANAGEMENT CEtL5:

With a view to making the complaint lodgment easier

a)

NRBC bank

shall-

Display the contact details including names, complete address, telephone number,
fax number, emait address, etc. of the officials of CCS&CMC and BLCS&CMD an the

prominent place of the branches.

b)

Oisplay on their web-sites the contact details including names, complete address,
telephone number, fax number, email address, etc. of the officials of CCS&CMC and
BLCS&CMC.

2.10. CUSTOMR AWARENESS PROGRAM:


Now a days it has been observed that financial scams, financialfrauds & forgeries, financial

crisis, financial corruptions and customer harassment have been incurring frequently in
financial sector with the development of E-banking (E- bankinS Benerally refers to the
provision of banking products and services through electronic channels such as the personal
computer, through land phone and mobile phone connections, or through automated teller
machines - ATMS, Point of Sales etc.). The primary reasons behind these are identified as the
information gap as well as the communication gap between customers & bankers and the
lack of awareness & financial education of customers. tn such a situation customer
awareness is a key defence against fraud, forgery and identity theft and security breach.
That's why bank should take attempt to make customers aware of and to make educated for
financial literacy with a view to stren8thening customers, knowledge and experience and
thereby to reduce fraud, forgery and harassment. Customer Awareness and Education
Program for customers can be arranged for providing customers with the knowledge and
understanding of the wide range of banking products and services. Thus, the customers will
be aware and conscious oI their own rjghts and responsibilities,safety measure thereof
independently. Besides, bank shall continue monitoring off- line risks as well as online
threats such as hacking, phishing, identity theft etc and reviewing security procedures day
to day.

Cuidelines for Customer Services and Complaint Managcmena NRBC Bank

PaEe 72

tu

a part of Customer Awareness Program NRBC bank shall perform the activities as stated

below:

a. Eankshall publish or declare customers alert and precautionary message, guidelines


etc. on their products and services time to time through brochures,leaflets and
advertisement in communication channels on the following topics.
. Customer alert and precautionary message on general banking.

.
.
.

Customer alert and precautionary message on tnternet banking


Customer alen and precautionary message on loan and advances.
Customer alert and precautionary message on localand foreign remittances etc.

b. Bank shall arrange meeting, seminar, workshop or any other non formal pro8rams
periodically to convey their awareness message and alert tips to
the customers
relating to their own banking products and services.

c. Bank shall also train up their

customer-service_related officials to enhance their


efficiency, skill, knowledge, tact, technique for excellent customer services.

2.10.01 lnstructions for customers, alert:


NRBC Bank shall provide Seneral

instruction for customers, alert such as:

A.

GENERAL BANKING ISSUES

1)

Read the terms and condltlons of each product and te.vices carefully:

Customers have to read and understand the terms and conditions of an agreement/contract
for any loan or investment related product prior to signin8 any related documents.
2) Responribilities of a guarantor:

to

understand the responsibilities and obligations of a guarantor.


Guarantors are legally bound to make repayment ifthe borrower fails to settle the loan.
Customers have

3) Oisclosure of ,inanciel

informatlon:

Customer should not disclose Jheir financial information such as account number. credit
card number, password and other personal particulars to third parties either via telephone,
e-mails or any links in websites.
4) Transadions at ATM

booth:

Customer should not allow thard parties to make transactions at ATM machines on behalf of
customer, even to those whom customers know such as spouse, son or daughter. personal
as5istantetc.
Cuidclines for Customer Services and Conrplaint tltanagemcnt- NRBC Bank

Page 13

5) Credit card transactionsi

Customers Should use Credit Cards as a payment instrument and utilization should be within
customers'means. Customers should also verify the amount deducted after each credit card
transaction and make sure the card returned belongs to customer.
6) Submission of documents:

Customels should be cautious themselves before submittin8 photocopies of their


identification card or passport to third parties, other than to financial institutions or lawyers
acting on their behalf.
7)

lnternet bankiry facilities:

Customer should be alert not to be deceived in opening an internet bankin8 account in


order to win prizes or inheritance from an unknown party. This could be a scam af one has
already done so. ln such cases the customers should contact and report to bank and to the
police immediately for their further action, also keep Bank informed.
8) Memorycache function:

Customer should make sure that customers have log8ed-out properly after usiog the
internet banking and clear the memory cache after completing the transactions.
B. INTERNET BANKING SECURITY ISSUES:

Customers should

1) not to
2)

share orgive

outown

access lD, user name, pa sswords,

r secu rity cha llenBe

questions & answers


not to use same personal information as own access lD, user name & password in all
cases

3)
4)
5)
6)

create difficultor uncommon passwords that inclu de letters & numbers and upper&
lowercase letters combined.
change own password frequenily
avoid using public computeri to access your internet banking.
not provide any personal information to web sites that do not use encryption or other
secure methods of protection.

7)

ensure

that computer

is equipped

with up to date anti virus software protection

Guidelines for Customer Sewices and Complaint N4anagement- NRBC Bank

PaEe 14

COMPLAINT MANAGEMENT
Safeguarding the interest of depositors and other customers is
a fundamental requirement

in the financial system. The bank-customer relationship is disrupted


and complaints are
raised when interests of the customers are neglectd.
Unresolved complaints lnay cause
losses for the customers, or Bank. The publication
of complaints through the media may
also damage the reputation of gank in the public
eye and can erode pu-blic confidence in
the financial system if complaints are not handled promptly
with proper procedures.
Therefore, with a view to safeguardint the interests
of bank customers as wefl as fostering
public confidence to the banking sector
the Bank must have an effective complaint
manaSment System for addressing complaints
of their customers with specific emphasis on
resolving such complaints fairly and expeditiously.
NRBC bank treated comptaint
management as a series of activities such as facilitating
complaint lodgment, developint
complaint recordinS system, comprarnt resorution process,,oo,
a"r." anarysis of the

complaints laised and necessa ry

po ljcy form ulatio n. These

are illustrated below:

3.01. COMPLAINT I.ODGMENT PROCEDURE:

a)
b)

c)
d)

Sank shall facilitate the customers to lodte


complaints by any available means (for

example, Ietter, telephone, facsimile, email,


or in person) and the bank shallnot
insist that complaints be necessarily made
only in writing.
Electronic compraints rodgment system can
be produced in the web portar of the
bank.
Eank

shall facilitate the customeB to

Bank

shall accept complaints lodged by customers,

lod8e their complaints at any branch ofthe


bank regardless the branch at which the customer
opened an account or branch at
which the customer conducted a tinanc ia I activity
or transaction.
representative of the customers.

or

authorized

e) A description of the complaints handling system, or bank.s prescribed


form
(Annexure-c) for submittinS compraints
shourd be accessibre/avairabre to
customers, via the bank,s website, or through pamphlets
and posters.

cuidotines for custome,

s"m

Page 15

3.02. COMPLAINT RECORDING

a)

Bank shall maintain Complaints Registers (Annexure_B)

and records

of complaints
received. The registers should include, but not be limited to the followings:

.
.

Dateofcomplaintsreceived;
Name and contact details of the complainants or authorized customer

representatives;

.
.
.
.
b)

Briet descriptaon ofthe complaints;


Name and desi8nation of the official, handled the complaintsj

Resolution status;
Settlement date;

Bank shall retain the detailed records ofhandling and resolution


ofcomplaints.

3.03. PRIORITIZATION OF COMPLAINTS:


NRBC Bank shall prioritize

the complaints on the basis of the gravity and sensitivity of the


matter involved. For this purpose, complaints received at any level of the bank,
shall be
classified lnto the following categories and shall be marked as H,S. for Hithly
Sensitave, S for
SensitiveorG for Generalcategory on the complaints:
Nature ofcomplaint
Allegations of fraud forgery

Allegations that require prompt action in the failure of


which it may cause great loss to the complainant.
References from Ministries of Govt./ BanBladesh Bank/

Category

Hithly Sensitive
(Hs)

BAB/VlPs

l.ff"gtior" of l.rU" U"f'urior,

U.iO"l.V

Alletation related to foreign remittance, non-payment of


overdue foreign bills.
Alle8ations related to the different prioratized products of
the bank
Allegations related to the Govt. prioritized products
{AEricultural Credit, subsidias to the farmers etc.), loans
under Government's Poverty Alleviation programs, Social
Security Products (old age allowances, widow allowances

Sensitive

(s)

etc.)
Other kinds of complaints

General

(Gl
Sank shall take necessary action on the basis of priority of the compiaints"

Cuidelines forCustomcr Serviccs and Complairrt Maragentcnt- NRBC Bank

Page 16

3.04. COMPIAINT RESOLUTION PROCESS:


Complaint handlinS is one of the important functions in an oGanization for their
institutional reputation and existence. Bank,s Complaint Management Team should follow
a systematic procedure to settle the complaints atainst Bank. The Complaint Resolution
process requires at least the following five statesi

a)
b)

Acknowledgment

c)

Departm enta I actions for resolution.

d)
e)

Appealand review

Screening of complaints

Response and closure

The stages of resorution process are depicted berow in a


diagram and stated in detairs for
easy references and understanding:

Guidelines forCustomer Services and

Coffiaint Uanugem"rt-

f,lnAC eantr'

Page 77

DIAGRAM: COMPLAINT RESOLUTTON PROCESS of NRaC aank

a
\Aaknowledtment

Complaints

a.

To acknowledge comptaints through e-mait,

b.

phofle, mobile, Fax, etc.


To provide Refernce Number and date
To provide expected time for finat response

c.
Screening

of

a. Screenin8 the

complaints

b.

Oepartmental
actions for Resolution

Appealand review

Response and

a)

comptaints
prioritization and importance
Distribution of complaints to relevant Dept_ or
complaint handling off icials

b)

Resolution by taking opinion/ctarjfication from


the concerned depanment/branch
Resolution by negotiation o. mediataon.

c)

Resolntion through anvestigation

a.

Providing scope for appeal if resolution is not


satisfactory to the complainants.

b.

Review the resolution process and dcision by


the higher authority.

a.

Convey

b.

Convey the reason if the deision Soes a8ainst


the complainant and close the file.

the

resolution status

ro

3.04.01 ACKNOWLEDGEMENT

a)

A complaint must be acknowledged promptly to assure the client that the complaint

has been taken into consideration. The acknowledgement should outline the
complaint process and provide contact detaals, preferably the name of a contact
person. lt should also mention the probable time for resolving the complaint.

Guidelines forCustomer Services and Complainr Management- NRBC Bank

Page 18

the

It is not always

necessary that the acknow,edgement will be in written form. tf the


complaint is received through telephone, the acknowledgement can be conveyed to the

b)

complainants over Phone.

The complainants should be kept informed of the progress and the outcome of the
complaint if it is a long outstandinS case.

d)

Electronic complaint lodgment systems can also


automatic acknowledgement to the customers.

be

programmed

to

send

an

3.04.02 SCREENING OF COMPI.AINTS

a.

The nature of complaint may vary ca5e to case. Some complaints may
be highly
sensitive whereas some may be of general sensitivity. Some complaints may
deserve
quick disposal whereas other complaints may be of normal
importance. So, the Head of
Complaint Cell {HCC) shall to through, screen and scrutinize each complaint
and
determine the priority ofthe cases on the basis of merit and urSency.

b.

Then HCC shall forward the complaints to the concerned officers or to the concerned
department with appropriate direction/advice and shall confirm dispatch or record
keeping of each complaint.

3.04.03 DEPARTMENTAL ACTIONS FOR RESOLUTION:

a) Resolution by takih8 opinlon/clarification from the

concerned department/

branch:

lf prima-facie scrutiny of a complaint reveals that it requires some clarifications, opinions,


any additional information or documents for better undeGtanding of the complaint
from the concerned or accused branch/department, the Complaint Cell shall ask for
those in written (through letter or e-mail) and then settle the complaint amicably. ln such
a situation the accused branches/departments will be bound to follow the advice and
instructions thereof.

b)

Resolution by mediation or negotiation:

ln some cases, dispute may adse between the bank and the complainant and for the
solution of the problem mutual discussion may be needed. ln such cases, Complaint Cell
shallarrange a meeting, mediation or netotiation with the complainant and thus help to
resolve the case peacefully. The mediator will facilitate the process, but not insist the
parties to abide by the declsion.
Guidelines forCustomer Serviccs and Complaint Management- NRBC Bank

Page 19

c)

Resolution through investigation;

ln the

of complex nature such as fraud, fortery, financjal corruption, financial


embezzlement which need physical inspection or investigation, an inspectron or
cases

investigation shall be conducted by the bank either by their tnternal Audit and tnspection
Department or by forming a special inspection team with qualified officials ofthe
bank to find out factual event. The iospection report should contain their findrngs in
details, the specific indication of the persons/officials responsible for the event and the
recommendation thereon. tf any complajnt involves in criminal activity,
legal

actions/steps should also be taken bythe bankas per rule.


d. Action on Anonymous and pseudonymous Complaints:

Any complaint that does not bear the name, addresses, contact number ot the
complainant, will be treated a5 anonymous complaint. The complaint whiah does not
bear
the full particulars of the complaanant or is unsigned or is renounced subsequently by
a
complainant is a pseudonymous complaint. As a general rule, no action is required to be
taken on anonymous and pseudonymous complaints. But the bank shall take it into
consideration for taking action on it when the complaint contains the allegations like
fraud, forgery, corruption that may harm the jnterest of the bank or of the customers.
Any complaint which is not related to the Bank will not be considered as complaint and
therefore no action is required on it.

3.04.04 APPEAL AND REVIEW PROCESS:


Bank shall have a provision

for reviewing the appeals of the customers. lf any complainant is not


salisfied with the decision of the bank regarding the resolution of his complaint. he/she may
appeal to the upper tier of the bank. ln such cases the bank shall review the whole process of

the complaint resolution conducted by the bank in the first instance and may collect further
necessary documents for better judgment. Then the bank shall determine whether they will
uphold the original decision or review it. The revlew process should be conducted by a different
set of people or team and they should demonstrate impartiality and credibility to the
complainants.

lf any complainant still remains dissatisfied with the decision of the bank, he/she may lodge a
formal complaint to the Bangladesh Bank along with the supporting documents and the copy of
bank final decision about the complaint.

Guidelines forCustomer Services and Complaint Management- NRBC Bank

Page 20

3.04.05 RESPONSES AND CI.OSURE:


Banks shall-

1)
2)

Convey the resolution status to the complainant


Convey the reason if the decision goes against the complainant and then close the file.

3.05 ATTITUDE AND ATTRIBUTES OF COMPLAINT HANDLING OFFICIALS (CHO):


The bank shall ensure that the complaint handling officials sholld have at least the following
attitude and attributes. :

a)

Commitment: Attitude and commitment of the Management are reflected generally in the
conduct of the employees and the performances of the company. Their
commitment to effective complaint management establishes the motive and incentives for
all personnel to strive for customer satisfaction. 5o Management will ensure committed
attitude for complaint handling staffto handle each complaint responsively.

b)

lmpartiality and fairness: The impartiality and fairness are the crucial attributes for the
officials involved in complaint management to handle the complaints properly and
accurately. lf the designated officials have vested interest in the outcome of the
dealin8s/lnvestigation, it may undermine the complaint handling process and can cause
further distress to those concerned, Therefore, the mana8ement shall ensure impartiality
and fairness of the officia15 in all aspects of complaint handling procedure.

c)

Competency: The official5 assigned for investiBations should have sufficient knowledBe and
skills to take appropriate action and/or decision to settle the complaints. So Management
shall ensure competency and efficiency of Complaint Management Team.

d) Avoiding conllict of interest

A conflict of interests exists when an employee has a personal

interest that may lead to interfere potentially with his/her objectivity in performing his/her
duties or exercising his/her judgment on behalf of bank. so Management shall monitor and
motivate to avoid conflict of interest for Complaint Handling Staff.

3.06. TIME I.IMIT FOR COMPLAINT RESOLUTION:


NRBC Eank

shall set a time limit in the initiatin8 and disposal leve' of the complaints

mentioned below:

Guidelines forCustomer Serviccs and Complaint Management- NRBC Bank

Page 21

as

Nature of Complaints/actions

lnitiatinB tevel

Di5posalLevel

Time Limit

FAQ

CallCentre

callCentre

lnstantly

Highly Sensitive but No

Complaint

Head

investigation Required

Handling Officer

Complaint Cell

(cHo)

(Hcc)

SL No

of

3 days

HighlySensitive and
investigation required

cHo

cEo

Sensltlve and a lot of money

cHo

cEo

5 days

cHo

HCC

3 days

cHo
cHo

HCC

3 days

HCC

Within 3
days after
resolution

involved.
5

Sensitive but a little amount

of

money involved
6

General complaints

Response to complaints

lf

any complaint cannot be resolved within stipulated time due to any unavoidable
circumstances, the CHO shall explain the facts to the HCC and will issue reminder Eivin8
another 3/5 five days time limit for response or settlement. Similarly, if any investigation
requires a long process and requires additional times, HCC will convey the fact to CEO and
monitor the investigation process time to time and fix up time limit a8ain.

3.07. CONTROI. AND COMPLIANCE


3.07.01 COMPLIANCE TO BANGLADESH BANK

a)

comply with Bangladesh Eank's advice/order in the matter of


handling complaints again5t them. ln retard to all first resort complaint5 forwarded
by 88, the bank shall resolve the complaints in the shortest possible time and inform
NRBC Bank shall

BB accordingly.

b)

When BB calls for opinions/comments/explanations on the complaints received or


any additional information/documents from the bank, the same should be furnished

withinthe stipulatedtime mentaoned in the letterofBB.

Cuidelincs for Custonter Scrviccs and Conrplaint Managemenr- NRBC Bank

Page 22

c)

When BB asks the bank

to

investigate about a particular complaint, the bank


concerned should submit the findings from its investigation along with the copies of
supporting documents to BB within the stipulated time.
When awards/decision on a particular complaint is passed by BB and BB orders the

bank to implement such awards/decision or take administrative/punitive action


against the staff/official(s) concerned in the case of proven allegations, the bank
should comply with such advice/order within the stipulated time and inform BB
accordintly,

3.07.02 COMPLIANCE OF THE GUIDELINES:

a)

BB shall determine appropriate sanctions under the gank Company Act, 1991
(Amended up to 2013) against the bank, if fails to comply with the requirements
of
the 6uidelines.

3.08. REWARD AND PUNISHMENT:


Bank should have reward and punishment provision for their officials for the compliance of
the Guidelines. Bank officials, who shall perform with the best practices of the guidelines.

may be rewarded or recognized under the bank's existing policy. Simultaneously, bank
should have the punishment provision for the officials who are reluctant or noncompliance
with the requirement of the guidelines.
Where allegations of fraud,forgery, embezzlement of money or any irregularity raised by
customers or any media including print and electronic media against one or more officials of
bank and the saad alle8ations appeared true in the inquiry/investi8ation conducted by the
bank, then bank shall take disciplinary action or appropriate punishment measures against
those officials under the existing rules and procedure of the bank.

Guidelines forCustomer Seruiccs and Complaint Management- NRBC Bank

Page 23

3.09. ROOT CAUSE ANALYSIS AND POLICY FORMULATION:


Complaint information provides a plcture of weaknesses in existing products, policies, and
services and system of the bank. Complaints are also rich source of information about the
performance of the bank and the necessary improvements it might make. This is possible
when good records of complaints are kept and the information is regularly analyzed. The
analysis should cover the followings:

.
.
.
'

ldentify customer service areas in which the complaints are frequently receivedj
ldentify frequent sources of complaint-whether they are businesses, community
group5 or individuels.
ldentify systemic deficiencies;
The Eeographical spread of complaints etc.

Numerous on8oing complaints about the same thin8 are usually a sign of a systemic or
recurrent problem that requires further investigation and possible action by the bank. tt is
Sood practice for bank to produce rcgular reports on complaints for presentation to senior
mana8ement. lnformation of this nature can help organizatjons improve services, safeguard
their reputation and better prepare for the future.

Eank shall analyze the complaint data in various ways, but care must be taken in the
interpretation- lt is important not to look for only one cause of a problem: often there

will be

several, such

as process, behavioral, system and

organizational causes.
Effective root-cause analysis of complaints inrormation (how did this particular problem
happen?) should be carried out by a team of people in the bank who have a range of skills
and organizational knowledge. The likelihood recurrence of the problems and complaints
can be reduced only if the root causes of problems are identified and dealt with in a
coordinated way.
Bank should regularly review and analyze their complaint handlinB systems

to measure the
systems' efficiency and effectiveness. Both quantitative measurement (for example, the
number of complaints resolved in a given period) and qualitative measurement (for
example, the degree of customer satisfaction with the process) should be undertaken. A
major element of tood complaint handlint, and one that i5 relatively easy to measure, is
timeliness-at each sta8e of the process and overall. How customers feel at the end of the
complaint process is equally important. Customer satisfaction can be accessed through
routine feedback from complainants and by periodic surveys. ln order to practice an effective
Root cause analysis NRgC bank shallconsider four elements (1) Sources ofthe complaints (2)
Reason for the complaints (3) tnvolvements (4) Quick Measure to resolve the complaints
which ultimately provide satisfaction to the concern customers

Cuidelines for Customer Scrvices and Complaint Man3gemont- NRBC Bank

Page 24

Complaint information can also be useful for staff management. lt can identify lndividual
staff members or teams that are performin8 well, as well as those that are not. lnformation
about problem areas and common concerns can also help the bank to determine staff
training and development needs.
Having considered all these thinSs the bank should have a system of effective root cause
analysis for better performance in up cominB days.
Process flow ofeffective ComDlaint manaqement

"-n
\>
^"",.
^,,,.",.,,."
idd..
Yh
/

"-,.::il.:*.(-..-J

-/'

^-t>

Cuidelines for Customer Serices and Complaint Management- NRBC Bank

Page 25

ANNEXURE-A

SERVICE STANDARD OF NRBC BANK TIMITED

lnitl.tinglevel
(Customer service Point)

1. CufintA/C, SND A/c


2. savinE A/c, shohoi sanchay
3. FDR/TBDS/ M8S/ D8D5
4. MMs/Corporat Money Maker

Dlsposal Lvel

TotalTime Limit
{ouratro.')

5 8 Minutes

2 5 Mlnutes

7 13 Minutes

13 Minutes

13 Minutes

2-5 Minutes

/Student Savings Scheme/Lakhopoti


savings scheme/ Millionaire Savinss
Scheme/ Priority Deposit Scheme/
Deposit Pension Scheme
Cash

Cheque payment

1.

High value

12 Min'rtes
1.3 Minutes

l
l

Minute

2-3 Minutes

Minute

2 4 Min!tes

Domesric ChequeClearine

12 Minutes

1 Day

1 Oay

Fori8n cheque Cle.rin8

1 2 Minutes

2'5 Oays

2 S Days

Shorr Term Loan sanction

1-3 Days

7-10 Days

7 10 Days

1-5 Days

15 30 Orys

15 30 Days

localPO/DD

2-3 Minutes

1'2 Minutes

3 5 Minutes

Foreign OO

10'20 Minutes

5-10 Minutes

15-30 Minutes

LonE Term Loan

sanction

lssueof POlDD

1.
2.

utiliry Bill.eceipt

Depends on nature of bill

BillPayment

1
2

1 2 Minutes

2 Mlrutes

Sime Day

same oay

Sam Oay

Same Day

Same Day

Bank Guarantee issuance

10 20 Minutes

10 Minuts

10-30.MinLrtes

BillAcceptance

5 10 Minutes

15 Minutes

6 15 Minuts

12 Minutes

2'4 Days

2-4 Days

1 2 Minules

2 3 Minutes

3'5 Minutes

2 Mioutes

3 Minutes

Master

LC

BTB LC

lssuingCheqire Book
Balanc conf irmation Certif icaie

2.

lnstitut ional A/C

Starement of Account issue


lssuing Debit/Credit

Grd

Minule

12 Minutes

3 Dayt

2 3 Days

ANNEXURE.E

SAMPLE OT' COMPLAINT REGISTER

5l
No.

oate

Name &

Subject

of
receipt

the

Concrned

Resolution

Settlement

Complaint

Branch/
Oflicial

Status

Date

Handling

Remark

Officer

ComDlainant
1

Cuidelines for Customer Services and Complaint Management- NRBC Bank

PaEe 27

ANNEXURE.C

COMPLAINT LODGMEN'T FORM TEMPLATE

lqfumt't qtfrnat

ryr

zri)

To ({c]Tr)

subiect (Av4:
Concerned Branch/Officials:

(cv?t {nF

r,v^tu)

Details of the Complaint (Please add pages if required):

tqfur@rv f4.ii (stqlwn q&FE dI ?r{{r

wha t yo u like

to d o (qtrlzrr 6'!'t /+-f{

Signature(al,")
Full

s&rlf

".fi

)l

rrd):

Date

(sfi")

name(?-.|al{):

Add ress(1tr,"4:

Phone numb(r4oF4r<):

t ma

il(l-.Tiz)

Cuidelines forCustomer Services and Complaint Managemcnt- NRBC Bank

Page 28

w9

ANNEXURE.D

MONTHLY/QUARTERLY STATEMENT OF COMPUIINTS


For

the month/quarter

Date
Dat

ID

10

*lratua o, complalnts

.
.
.
.
.
.
.
.
.
.
.

GeneralBanking
loans & Advances
Debit Ca.d/Credir CardlAIM card
Mobile BankinS

lnternet BankinS
Remittance

lmport Bill (Local)


lmport gil! (ForeiSn)
Export Related
Eank Guarantee

Miscellaneous

Guidelines for

Cu

stomer Services and Complaint Management

29

11