CBN approves reviewed service charter regulating dealings with customers

The Governor of the Central Bank of Nigeria, Mr Yemi Cardoso, has approved the reviewed Service Charter for the apex bank.

Apart from outlining the bank’s mandate, vision, mission and core values, it also stated the procedure for redress in case of service failure from any of its service windows.

The News Agency of Nigeria reported that the service charter was a requirement of the Business Facilitation Act 2022 for driving the ease of doing business in Nigeria. It compels the apex bank to fully comply with the directives of SERVICOM on improvement of customer service delivery.

The CBN stated on Thursday in Abuja that the charter outlined the working relationship between the bank and its external customers.

It added, “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 service charter also includes a standardised customer complaints form for reporting service failures as well as a mechanism for addressing failures in any of the bank’s services.”

It added that the service charter reiterated CBN’s commitment to effective and prompt service delivery to its stakeholders and to its customers, adding, “It enables our customers to know the range of services provided by the bank as well as the standards at which these services would be provided.

“It equally states redress procedures in the event of service failure from any of our service windows. The charter applies to all stakeholders and customers of the bank.”

In the foreword by Cardoso, he reiterated the CBN’s commitment to providing more responsive and citizen-friendly governance through quality service delivery that is efficient, accountable and transparent.