Age-based lending limits raise inclusion concerns
DAR ES SALAAM: AGE-BASED lending restrictions should be reviewed to give financially capable older customers greater consideration for credit, with borrowers’ financial position and repayment capacity also taken into account, an Absa Bank Tanzania customer has said.
Long-serving Absa customer Hilary Biduga, who operates businesses in the tourism and transport sectors, made the remarks during the bank’s launch of Customer Service Week 2026 in Dar es Salaam.
Mr Biduga said some retirees and older business owners have substantial assets and liquidity but face difficulties accessing credit because of age limits, urging lenders and relevant authorities to consider borrowers’ financial position and repayment capacity when assessing loan applications.
Mr Biduga, however, commended Absa for its responsiveness to customers, particularly its efforts to listen to their concerns and provide prompt solutions when challenges arise.
The remarks came as Absa reaffirmed its commitment to addressing customer needs promptly and strengthening a customer-focused culture across its operations. Absa Bank Tanzania Managing Director and Chief Executive Officer, Mr Obedi Laiser, said understanding customers’ different financial ambitions, challenges and expectations was essential to providing appropriate and timely solutions.
He said customer service was not only about major initiatives, but also consistency, responsiveness and personalisation in everyday interactions.
“Every customer has a story, and every interaction we have with that customer becomes part of that story. At Absa, our brand promise is simple: Your story matters,” Mr Laiser said.
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He said the bank was working to ensure employees took responsibility for resolving customer concerns, adding that customers viewed Absa as one institution rather than separate departments when assessing service quality. Mr Laiser said technology would continue playing an important role in improving banking services but would be complemented by human interaction, empathy and trust.
During the celebrations, Absa management engaged customers to hear their experiences, expectations and aspirations, while employees from different functions were recognised for their contribution to customer experience.
Absa Director of Retail Banking, Ndabu Lilian Swere, said feedback collected during Customer Service Week would help the bank identify areas requiring improvement and enhance the overall customer experience.
