FINANCIAL institutions have failed to fully comply with regulator’s customer charter to put sign of how they should channel complaints to Bank of Tanzania special desk.
The circular directs all financial institutions to put a sign conspicuously at the bank hall something which is yet to be complied with.
Mr Ganga Mlipano, BoT, Litigation, Investigation and Complaint Desk, Assistant Manager, said “Almost all of the banks failed to honour the directive. “We will carry a spot check and those who will be found to have not complied with the circular will be put to task.”
Tanzania Bankers Association members adopted the code of banking practice in 2014 that recognizes the mandate of the Desk to resolve consumer complaints.
The sign is supposed to direct customers on how to channel their complaints if they are not satisfied with the service provided, feel to have been mishandled, discover to have been overcharged or their account unnecessary deducted.
The Complaint Desk at the Central Bank was established after it was seen that customers were not satisfied on how their complaints were handled either through the courts of law or via internal mechanisms.
“The desk intends to resolve small claims whose monetary value in respect of both the claim amount and remedy to be awarded does not exceed 15m/, but before lodging your complaint with the Desk, you are required to exhaust your bank internal complaints resolution mechanism”. Mr Mlipano said.