Governor of the Central Bank of Nigeria (CBN), Yemi Cardoso, has approved the reviewed service charter of the apex bank to enhance customer experience.
The service charter is a requirement of the Business Facilitation Act of 2022, established for driving the ease of doing business in Nigeria.
In a statement on Thursday, the CBN said the charter outlined the working relationship between the bank and its external customers. it reiterated CBN’s commitment to effective and prompt service delivery to its stakeholders and its customers.
“It also enables the Bank to fully comply with the directives of SERVICOM Nigeria (The Presidency) on improvement of customer service delivery.
“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 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.”
Cardoso said the second edition of the charter supports the bank’s vision of being a “people-focused central bank”; adding that 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.