BoT automates client complaints desk

DAR ES SALAAM: THE Bank of Tanzania (BoT) has automated its monetary client complaints desk to streamline the decision course of and guarantee financial institution customers obtain their rights promptly.

The transfer goals to reinforce effectivity, transparency and accountability in dealing with complaints, decreasing decision occasions and bettering total buyer expertise.

BoT Acting Director Financial Inclusion and Deepening, Ms Nangi Massawe, mentioned yesterday throughout a two-day stakeholders’ workshop that the central financial institution created a pc system to obtain financial institution clients’ complaints.

“Starting subsequent month, clients will file complaints and monitor their progress by means of a extra accessible by way of a user-friendly system, problem free.

“This will easy life and also complements the country’s financial inclusion agenda,” Ms Massawe, informed stakeholders, primarily from monetary service suppliers regulated by BoT.

The system, in keeping with Ms Massawe, underscores BoT’s dedication to safeguarding client rights and bettering accessibility to monetary providers.

BoT Acting Manager Financial Consumer Protection Department, Dr Khadija Kishimba, mentioned using expertise will additional improve clients’ rights and cut back processing time in comparison with handbook procedures.

“The regulations require a response to a complaint within 90 days, which is not an issue. However, the entire procedure of manual filing takes longer than that, starting from the walking distance to BoT branches,” mentioned Dr Khadija Kishimba.

She mentioned that by mid-next month, the system can be accessible for laptop customers, with plans to progressively lengthen it to smartphone and non-smartphone customers.

Additionally, the system will robotically retailer information, addressing a serious problem within the handbook course of.

BoT’s Business Analyst, Ms Laura Mandari from the Directorate Information Technology, mentioned the purchasers should register first on the portal utilizing their nationwide IDs.

“This has been a centre of increase with monetary service suppliers however we all know clients use nationwide ID to open and an account.

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“The requirement centre on eliminating the system abusers,” she mentioned when taking by means of stakeholders on the system options.

However, NMB financial institution consultant, Mr Lucas Malua, highlighted that many purchasers opened accounts previous to the introduction of nationwide IDs, and he urged the central financial institution to contemplate this concern.

“The system could be adapted to recognise other forms of identification, such as voter IDs and driving licenses, which are easier to verify, to reach a wider population,” Mr Malua recommended.

He additionally proposed that suggestions be despatched by way of electronic mail however famous that this could possibly be a problem for these in rural areas with out entry to electronic mail accounts.

“Notifications could instead be sent through simple SMS text messages and for evidence attachment, BoT could request banks to provide the necessary documents,” he added.