Mr. Olayemi Cardoso, the Governor of the Central Bank of Nigeria (CBN), has given his approval for the reviewed Service Charter of the central bank.
This move aligns with the requirements of the Business Facilitation Act (BFA) 2022, aimed at facilitating the ease of doing business in the country.
In the foreword of the second edition of the charter, Governor Cardoso emphasized the CBN’s commitment to being a “People-focused central bank.”
He noted that the charter is a manifestation of the bank’s dedication to compliance with the laws and regulations of Nigeria, as well as its commitment to international obligations.
The Service Compact with all Nigerians (SERVICOM) is highlighted in the document as an expression of the federal government’s commitment to delivering more responsive and citizen-friendly governance.
Cardoso stated that the Service Charter remains one of the requirements of SERVICOM, expressing the CBN’s commitment to its customers.
“Our Service Charter conveys our pledge to our customers in respect of courtesy and standard of service, information dissemination, availability of consultation, non-discrimination and accessibility to service, and grievance redress mechanism,” Cardoso added.
The Service Charter provides a comprehensive overview of the CBN’s mandates, vision, mission, and core values.
It also lists the services offered by the CBN through its various departments, along with the corresponding service standards for each service.
Notably, the Charter includes a standardized Customer Complaints Form designed for reporting service failure.
Additionally, it outlines a mechanism for addressing service failure in any of the bank’s services, emphasizing the central bank’s commitment to continuous improvement in customer service delivery.
Governor Cardoso urged the valued customers of the CBN to fulfill their obligations as outlined in the Service Charter, emphasizing the importance of collaboration in achieving excellent customer service delivery.
Among the outlined service obligations, the Corporate Communications Department of the CBN is expected to respond to calls, enquiries, and complaints via the Contact Centre and resolve issues within two minutes.