CUSTOMER SERVICE CHARTER

Transcription

1 CUSTOMER SERVICE CHARTER 2017

2 Our customers are the cornerstone of our business.

3 1. INTRODUCTION I&M Bank Rwanda Limited Customer Service Charter set out our commitment to providing a high standard of customer service. We seek to meet your financial needs by offering quality financial advice, products and services. Our customers are the cornerstone of our business and we consistently strive to exceed your expectations by anticipating and meeting your financial needs. This Service Charter outlines the type of service standards and time frames we aim to provide. Our key commitments include: Service, Fairness, Security, Accountability and Transparency. Key Commitments: a). Service I. Consistently deliver high level of service at any of our branches II. Provide accessible and convenience service through our ATMs at all our branches, as well as online and mobile banking facilities available 24 hours a day. b). Fairness I. I&M Bank (Rwanda) Ltd will act fairly and reasonably towards you in a consistent and ethical manner. II. I&M Bank (Rwanda) Ltd will establish a clear set of procedures on how to submit the complaints to ensure that any dispute between us will be resolved fairly and quickly. For more details on our complaints process, please visit I&M Bank (Rwanda) Ltd will practice a non-discriminatory policy towards its customers, supporting fair and responsible banking practices. c). Security I&M Bank (Rwanda) Ltd will ensure that the confidentiality and privacy of customers information is respected at all times, according to the Laws and Codes of conduct that govern the banking institutions. d). Accountability I. I&M Bank (Rwanda) Ltd will explain and help you understand the financial benefits, risks and product profiles of products and services that you are interested in. II. All our products and services comply with the relevant Financial Institutions Laws and Regulations as stipulated by the National Bank of Rwanda (BNR). e). Transparency I. I&M Bank (Rwanda) Ltd will provide you with clear, relevant and timely information to help you make an informed decision about our products and services. Where applicable, a set of terms and conditions relating to each bank product and service will be made readily available to you with all the fees, charges, penalties and relevant interest rates. Your liabilities and obligations in the use of a banking product and service at I&M Bank (Rwanda) Ltd will also be highlighted. 3

4 II. I&M Bank (Rwanda) Ltd will inform you, through various channels (e.g. through our Branch network, over the Internet, SMS or Telephone and / or ) of available products and services. You can therefore visit your nearest I&M Bank (Rwanda) Ltd branch for further information and also provide feedback to us through these channels. I&M Bank (Rwanda) Limited Street: KN 3AV / 9 P.O. Box: 354, Kigali Rwanda Tel: Fax: Call center: 3227 Website: Our swift code: IMRWRWRW If you have enquiries, concerns, complaints and compliments please contact us: For product and service enquiries, concerns, suggestions and compliments us at: customerservices@imbank.co.rw and complaints us at: customercomplaints@imbank.co.rw 2. SERVICE STANDARDS I&M Bank (Rwanda) Ltd aims to provide efficient and effective, customer service at all times. Below are time frames set out for our service deliverable. 2.1 We are committed to making banking easy 1. Service Cash withdrawal over the Counter: Western Union, Money Gram Taxes (RRA) e-tax e-university Below 500,000 Rwf (Teller Limit) Above 500,000 Rwf (All third party cheques) For cash withdraw over the counter (above 500,000 Rwf) Target / Goal Within 3-5 minutes at the counter Within 5 10 Minutes 5 10 Minutes 4

5 Aim to open a basic Current, Diaspora or Saving accounts Aim to re-activate a dormant account Aim to close account: Normal current account Savings accounts Aim to issue cheque book: Customers within Kigali Customers within other branches Aim to issue cards: VISA Cards Aim to register e-banking services: Mobile, Mvisa and online Aim to issue sms alerts (mobile banking) Aim to issue Bankers cheques Aim to execute brisk transfer Aim to execute manual and / or electronic transfers: Bulk, Internal, External & Automated being local or foreign currency within 2 business days* Within 10 minutes... Within 3 business days. Within 15 business days Within 5 minutes Within 15 minutes 5 *Provided all the required documents are available.

6 Clearing of cheques: Local currency: Internal cheques (I&M to I&M Bank) External cheques (Local banks) Foreign currency: Internal cheques (I&M to I&M Bank) External cheques (Local banks) To provide inquiries to clients: Guidance Account balances Account Status Bank statements: o From 2009-Upto date o Before 2009 Transaction Document: o Filed or kept in that particular branch o Filed or kept in another area.. Within 5 minutes Within 5 minutes.. Within 1-4 business days. Within 5 business days 6

7 2.2 We are committed to helping when you need us Aim to answer your call promptly at our call centers or any of our branches Aim to resolve counter queries promptly Aim to resolve phone enquiries promptly. Respond to written enquiries promptly. Within 3 rings during business days Where no follow up is required, within 1st visit Where follow up is required, within 1 business day of the 1st visit Where the enquiry is complex, within 1-4 business days. Where no follow up is required - within 1st call Where follow up is required, between 1 2 business days of the 1st call Where the enquiry is complex, escalation is implemented to an officer who can deal with the enquiry. If the enquiry cannot be satisfactorily dealt with, then the officer must provide a time frame within which a response can be made. Respond within 2 days from date of receipt of enquiry if the enquiry is not complex. 7

8 To renew your VISA PIN To renew your Mvisa PIN To renew your Mobile and Online banking PIN To unlock Mobile and Online user Certification of un debtness (Attestation de non creance) Balance confirmation certificate Audit certification Confirmation of the account. Certificate of good standing. Where the enquiry is complex, an initial response will be sent out with 2 business days and a notification of a time frame within which a final response will be sent through. Within 7 business days 8

9 2.3 We are committed to listening Resolve customer complaints fairly, consistently and promptly Actively seek your thoughts and suggestions on how we can better serve you. Aim to provide you with friendly and helpful service whenever you deal with us Aim for all customer satisfaction with the way their complaints are handled. Get customers to complete and submit feedback forms or send an through our website Facilitate our customers to give feedback through suggestion boxes or website. 2.4 We are committed to process your personal or business loan applications within a reasonable period* Retail loans Cash Plus / Temporary Overdraft New Eclair loan Vehicle Loan Equity finance loan Mortgage loan Construction loan Home equity loan Within 5 business days Within 15 business days Within 15 business days Within 20 business days Within 20 business days Within 20 business days 9

10 Business and Corporate loans / services Loans Line of Credit Facility limits Guarantees Bank Guarantee, Advance on Contract and Letter of Credit (all cash covered) Within 2-20 business days Within 2-20 business days Within 2-20 business days Within 2-20 business days 1-3 business days Please note: We will endeavor to process loan application effectively and speedily, in accordance to our internal policies, provided all necessary and completed documents have been submitted to us. Delivery would depend on the type of the facility, related requirements and / or approval conditions. If you are not satisfied with the manner in which your query or complaint was handled or the solution provided, you may refer the matter to Customer Service for further resolution. We value your feedback and we endeavor to carry out a Customer Service Survey and review this charter on annual basis to serve you better. Peace UWIMBABAZI Customer Service Manager Michael OBIERO General Manager Operation and Internal Services 10

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