The Bank of Tanzania (BoT) Deputy Governor Mr Lilla Mkila said during the stakeholders’ workshop held in Dar es Salaam that the establishment of the mechanism will be a major step forward in addressing complaints and provision of better services to consumers.
“Currently,” he said, “The BoT is working on proposals to be submitted to the government on the need for a banking services Ombudsman.
These proposals, if adopted by the government are expected to enhance legal complaints redressal mechanisms without resorting to formal court systems,” he said adding that the move will enhance the banking sector’s contributions to the economy.
Mr Mkila said the establishment of the Complaints Resolution Desk by the BoT expected to start official operations next month is the preparation for the banking services Ombudsman. He said the bankers’ long experience with the operations of the Desk will help provide the basis for useful input to the proposals when a call is mad
e at appropriate time.
“The operationalisation of the Desk is not an end but rather the beginning of the journey towards strengthening legal mechanisms to address complaints from banking consumers,” he said.
The Chair of the Ombudsman Association, South Africa Mr Neville Melville said the complaints management and the role of ombudsman should be taken as an opportunity for the banking sector in an endeavour to provide high quality services.
“The banking sector is growing rapidly not only in Tanzania but also in the globe to scale up competitions, thus having complaints management and ombudsman was of paramount,” he said.
He said consumers complaining about the products and services continue to do businesses with the provider only if they believe that there are measures geared at resolving the complaints.
banking sector will soon have an ombudsman to hear and investigate consumer complaints instead of resorting to court system.
Source: Daily News, reported from Dar es Salaam, Tanzania
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