Olayemi Cardoso, the governor of the Central Bank of Nigeria
(CBN), has approved the regulator’s reviewed service charter to enhance
customer experience.
In a statement on Wednesday, CBN said the service charter is
a requirement of the Business Facilitation Act of 2022, established for driving
the ease of doing business in the country.
“It also enables the Bank to fully comply with the
directives of SERVICOM Nigeria (The Presidency) on improvement of customer
service delivery,” Cardoso said.
“The charter 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.”
Cardoso said the second edition of the charter supports the
bank’s vision of being a “people-focused central bank”.
He said the CBN, as a responsible entity, is committed to
ensuring full compliance with the laws and regulations of the country and other
international obligations.
The central bank governor reiterated the regulator’s
commitment to providing more responsive and citizen-friendly governance through
quality service delivery that is efficient, accountable and transparent.
“The document clearly outlines the Bank’s mandates, vision,
mission, and core values. It contains the list of services offered by the Bank
through its various departments and the service standards for each service,”
the statement further reads.
“The service 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.”
With the charter, Cardoso said the bank is committing to an
improved standard of “service, information dissemination, availability of
consultation, non-discrimination and accessibility to service, and grievance
redress mechanism”.
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