Ms Nangi Massawe
Source: Africa Publicity
The Bank of Tanzania (BoT) has launched an automated financial consumer complaints desk, streamlining the resolution process and ensuring prompt action. This move aims to enhance efficiency, transparency, and accountability in handling complaints, reducing resolution times and improving customer experience.
BoT Acting Director Financial Inclusion and Deepening, Ms Nangi Massawe, indicated during a two-day stakeholders’ workshop held recently that the central bank created a computer system to receive bank customers’ complaints.
Key Features of the New System:
1. User-Friendly Interface: Customers can file complaints and track progress through a hassle-free system ¹
2. Reduced Processing Time: Technology enhances customers’ rights and reduces processing time compared to manual procedures
3. Automated Record-Keeping: The system stores records, addressing a major challenge in the manual process
4. Accessibility: Available for computer users initially, with plans to extend to smartphone and non-smartphone users
Registration Process:
1. Customers must register on the portal using their national IDs
Benefits:
1. Enhances efficiency, transparency, and accountability
2. Reduces resolution times
3. Improves overall customer experience
4. Safeguards consumer rights
5. Complements Tanzania’s financial inclusion agenda
“The regulations require a response to a complaint within 90 days, which is not an issue. However, the entire procedure of manual filing takes longer than that, starting from the walking distance to BoT branches,” said Dr. Khadija Kishimba, BoT Acting Manager Financial Consumer Protection Department
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