CBN approves reviewed service charter to boost customer experience

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”.