The central bank has introduced a compliant cell for bank clients for quick actions against any lapses in service by any official or employees of any bank branch.

All the banks will go under supervision of the complaint cell on its formal inauguration on January 19, according to Bangladesh Bank officials. A client of any bank aggrieved from non-cooperation could now call a five-digit number (16236) that is accessible from any land phone or mobile phone anytime from any location of the country.

A 14-member team of BB officials has been assigned to record the customer complaints over phone or mobile and pass on those to higher  officials for necessary actions.

“This initiative of the central bank is aimed at  providing hassle-free financial services to clients across the country,” said AFM Asaduzzaman, BB’s general manager, also a reporting official of the complaint cell.

He said the central bank has designated officials to look after complaints and initiate quick actions against non-compliance with regard to delivery of financial services to clients by banks.

He said as per directives of BB Governor Dr Atiur Rahman, letters were sent to CEOs (chief executive officers) of all the banks on Thursday conveying them of the new move.

As per B directives, a bank management shall introduce a call centre booth with the dial number 16236 at respective head office for rapid communication.

Besides, managements of all banks shall take initiative to hang a placard at every branch so that customers could easily contact the complaint cell in case of any hassle.

“A customer can lodge complaint over phone in case of harassment in getting any kind of banking service, including receiving remittance or loan,” Asaduzzaman said.

While giving a brief background, he said customers have been facing various harassments by bank employees and officials daily but there was no specific room for lodging complaints.

He said the cell would carry out duties under the direct supervision of the BB governor. “The governor is serious in providing banking service smoothly at the doorstep of clients and inquiring day-to-day progress of the cell activities,” he said.

The Daily Independent/Bangladesh/ 6th Jan 2012