The Central Bank of Nigeria (CBN) governor, Yemi Cardoso, has approved the revised “Service Charter’’ of the apex bank.
The service Charter is a requirement of the Business Facilitation Act 2022 for driving the ease of doing business in Nigeria, which mandates the apex bank to fully comply with the directives of SERVICOM on improvement of customer service delivery.
In a statement issued on Thursday, the monetary authority’s management indicated that the Charter outlined the working relationship between the bank and its external customers.
The statement reads: “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 stated.
It added that the service charter reiterated CBN’s commitment to effective and prompt service delivery to its stakeholders and to its customers.
“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”, it added.
In the Foreword to the Service Charter, the CBN governor harped on the apex bank’s commitment to providing more responsive and citizen-friendly governance through quality service delivery that is efficient, accountable and transparent.
