ARUSHA: THE Bank of Tanzania (BoT), through its Arusha Branch, has conducted a two-day workshop to train financial institutions including commercial banks, Microfinance institutions and mobile phone network operators on a new electronic system for handling customer complaints which is set for launch next month.
Speaking during the opening of the workshop, Bank of Tanzania’s Arusha Branch Manager of the Economics Department Aristedes Mrema said the new electronic system will help financial service users to submit their complaints when they are not satisfied with the services provided to them by the financial institutions.
He said that, according to the 2019 Consumer Protection Regulations, BoT has the responsibility of ensuring that it protects financial service users, including guiding financial service providers to establish an effective complaint handling mechanism to address customer grievances.
“So, we are conducting this training to the financial institutions on the use of a new electronic system for handling customers’ complaints since BoT is responsible for formulating and implementing financial policy as well as supervising financial institutions in the country,” said Mr Mrema.
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He added “This system is expected to be launched in January next year and it will be used by financial institutions and financial service customers. The system also gives the customer the opportunity to monitor through their mobile phones how their complaints are being handled.”
According to him, previously, customers used to go directly to financial institutions’ offices or send an email to present their complaints, but the new electronic system will enable them to submit their complaints directly from wherever they are.
After the workshop, he said that, BoT expects the participants to go and educate their customers in their institutions on the importance of using the new electronic system that will officially start operating next month.
Mr Mrema disclosed that most of the complaints they have been receiving from customers are related to loans especially when a customer requests his or her balance.
He mentioned another complaint from customers as those related to withdrawal of money from their bank accounts without their knowledge or authorisation.
Some of the participants including Director of CAS Microfinance Limited, based in Monduli, Ms Imelda Mathew said the system will help them to resolve customers’ complaints smoothly.
For his part, Director of Mane Mane Micro Credit based in Moshi, Mr Anselimu Peter said that the new electronic system introduced by the BoT will help them to offer better services to their customers and make financial institutions to be more professional and careful in serving their customers.
