1.Customer complaint channels
Include: Telephone, suggestion box, walk-in, e-mail and mail (letter), complaints through head office and regulatory agencies etc.
2.Complaints handling procedure
The customer service front desk is responsible for the receipt of customer complaints. When the Bank receives customer complaints via telephone, suggestion box, walk-in, mail (letter), head office or regulatory agencies, the Customer Service Personnel will endeavor to understand and note the full scope of the customer complaint and request by recording the details of the complaint in the Bank’s Customer Complaints Register (see attached) including the customer contact information for purposes of feedback.
The customer service personnel will then follow the Bank’s internally approved customer complaints handling and escalation channel to ensure adequate attention and resources are allocated to the matter. The Manager of the designated unit/department shall be responsible for investigating, processing and responding to the complaint and furnishing the Customer Service Desk with details of the resolution for lodging into the Customer Complaints Register.
- For any complaints, Customers are advised to call the complaints hotline on:
260-211-238-697 (Lusaka); 260-212-223085-8011 (Kitwe),
- Or e-mail;
banking.zm@bank-of-china.com (Lusaka),
kitwe_branchkitwe@bank-of-china.com (Kitwe).
3.Timelines for handling customer complaints
• After being notified of a customer complaint, the relevant Department/Unit Manager shall formally acknowledge receipt to the customer within two working days. General complaints (e.g errors and omissions, employee attitude, internal management etc.) are expected to be resolved within three working days; Complex complaints (products, service channels, illegal operations, etc.) are expected to be resolved within five working days from the date of receipt.
• If the customer is dissatisfied with the way the complaint has been handled, the Department/Unit Manager shall escalate it to the Head of Department. The Head of Department shall formally acknowledge receipt to the customer within two working days and be expected to address the matter within five working days.
• If the customer is still dissatisfied with the way the complaint has been handled by the Head of Department, it shall be escalated to the Executive Office in full knowledge of the customer. The executive office shall formally acknowledge receipt of the matter to the customer within two working days and shall be expected to resolve the issue within five working days.
• If the customer is still dissatisfied with the way the Executive Office has resolved the complaint, it shall be escalated to the Chief Executive. As the final authority, the Chief Executive shall formally acknowledge receipt within two working days and be expected to resolve the matter within five working days.
The customer has the right of appeal if the complaint is not resolved to their satisfaction. If the customer decides to appeal to a third-party, such an appeal may be made through Bankers Association of Zambia (BAZ).
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