BoT automates consumer complaints desk
DAR ES SALAAM: THE Bank of Tanzania (BoT) has automated its financial consumer complaints desk to streamline the resolution process and ensure bank users receive their rights promptly.
The move aims to enhance efficiency, transparency and accountability in handling complaints, reducing resolution times and improving overall customer experience.
BoT Acting Director Financial Inclusion and Deepening, Ms Nangi Massawe, said yesterday during a two-day stakeholders’ workshop that the central bank created a computer system to receive bank customers’ complaints.
“Starting next month, customers will file complaints and track their progress through a more accessible via a user-friendly system, hassle free.
“This will easy life and also complements the country’s financial inclusion agenda,” Ms Massawe, told stakeholders, mainly from financial service providers regulated by BoT.
The system, according to Ms Massawe, underscores BoT’s commitment to safeguarding consumer rights and improving accessibility to financial services.
BoT Acting Manager Financial Consumer Protection Department, Dr Khadija Kishimba, said the use of technology will further enhance customers’ rights and reduce processing time compared to manual 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,” said Dr Khadija Kishimba.
She said that by mid-next month, the system will be available for computer users, with plans to gradually extend it to smartphone and non-smartphone users.
Additionally, the system will automatically store records, addressing a major challenge in the manual process.
BoT’s Business Analyst, Ms Laura Mandari from the Directorate Information Technology, said the customers have to register first on the portal using their national IDs.
“This has been a centre of augment with financial service providers but we know customers use national ID to open and an account.
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“The requirement centre on eliminating the system abusers,” she said when taking through stakeholders on the system features.
However, NMB bank representative, Mr Lucas Malua, highlighted that many customers opened accounts prior to the introduction of national IDs, and he urged the central bank to consider this issue.
“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 suggested.
He also proposed that feedback be sent via email but noted that this could be a challenge for those in rural areas without access to email 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.
