The revised service charter of the top bank has been authorised by Olayemi Cardoso, Governor of the Central Bank of Nigeria (CBN).
The Business Facilitation Act (BFA) 2022 mandates the charter in order to promote the nation’s business-friendly environment.
Cardoso stated that the bank’s goal of being a “people-focused central bank” is supported by the second edition of the charter, adding that the CBN is dedicated to upholding complete compliance with all national and international legal requirements as a responsible corporate citizen.
The CBN Governor wrote the foreword of the document and said that the Federal Government’s commitment to more responsive and citizen-friendly governance through effective, transparent, and accountable service delivery is expressed in the Service Compact with All Nigerians (SERVICOM).
According to him, one of SERVICOM’s requirements is still the service charter document, which outlines CBN’s dedication to its clients.
Accordingly, Cardoso continued, “Our service charter expresses our commitment to our clients on civility and quality of service, information sharing, consultation availability, non-discrimination and accessibility to services, and grievance redress mechanism.”
Cardoso added, “To ensure excellent customer service delivery, the Central Bank and I remain committed to the full implementation of this document.” In order to better serve our esteemed clients, I therefore enjoin them to execute their commitments as outlined herein.
The paper describes the services provided by the CBN through its many departments along with the service standards corresponding to each service. It also clearly outlines the bank’s mandates, vision, goal, and core values.
A mechanism for addressing service failure in any of the bank’s services is also included in the Charter, along with a standard Customer Complaints Form. The policy also allows the CBN to fully comply with the Presidency’s (SERVICOM Nigeria) directives on improving customer service delivery.
It also describes what the bank expects from its external clients and how the bank pledges to collaborate with them to satisfy their service standards.
One of these service responsibilities specifically requires on the CBN’s Corporate Communications Department to answer calls regarding complaints and inquiries made through the Contact Centre and to provide a two-minute resolution.
