•Restates commitment to its full implementation
•Policy prioritises customer satisfaction, others
The Governor of the Central Bank of Nigeria (CBN), Mr. Olayemi Cardoso, yesterday approved the reviewed Service Charter of the bank.
The Charter is a requirement of the Business Facilitation Act (BFA) 2022, for driving the ease of doing business in the country.
The central bank governor said the second edition of the charter supports the bank’s vision of being a “People-focused central bank”.
He said the CBN, being a responsible corporate citizen was committed to ensuring full compliance with the laws and regulations of the country and other international obligations.
Writing in the document’s foreword, Cardoso stated that the Service Compact with all Nigerians (SERVICOM) expresses the federal government’s commitment to providing more responsive and citizen-friendly governance through quality service delivery that is efficient, accountable, and transparent.
He said the Service Charter document remained one of the requirements of SERVICOM which expresses the CBN’s commitment to its customers.
He added, “Therefore, our Service Charter conveys our pledge to our customers in respect of courtesy and standard of service, information dissemination, availability of consultation, non-discrimination and accessibility to service, and grievance redress mechanism.”
Cardoso, also said he, and the central bank remained committed to the, “full implementation of this document towards ensuring excellent customer service delivery.
“I, therefore, enjoin our valued customers to fulfil their obligations as enshrined herein to help us serve them better.”
Essentially, the document clearly outlines the bank’s mandates, vision, mission, and core values as well as lists services offered by the CBN through its various departments and the service standards for each service.
The Charter also includes a standardised Customer Complaints Form for reporting service failure as well as a mechanism for addressing service failure in any of the bank’s services.
The policy enables the central bank to fully comply with the directives of SERVICOM Nigeria (the Presidency) on improvement of customer service delivery.
It further outlines how the bank promises to work with its external customers in meeting their expectations of service along with what the bank expects from them.
In one of such service obligations, the Corporate Communications Department of the CBN is expected to respond to calls on enquiries and complaints via the Contact Centre and resolve issues in two minutes.
