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CBN boosts customer experience with revamped service charter

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Olayemi Cardoso, governor of the Central Bank of Nigeria (CBN) has approved the Bank’s reviewed Service Charter.

The Service Charter is a requirement of the Business Facilitation Act (BFA) 2022 for driving the ease of doing business in Nigeria.

It also enables the Bank to comply with SERVICOM Nigeria’s directives on improving customer service delivery.

The Charter outlines how the Bank promises to work with its external customers to meet their service expectations along with what the Bank expects from them.

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In the foreword, the governor reiterated the Bank’s “commitment to providing more responsive and citizen-friendly governance through quality service delivery that is efficient, accountable and transparent”, the CBN stated on its website.

The document outlines the Bank’s mandates, vision, mission, and core values. It contains the services the Bank offers through its various departments and the service standards for each service.

The Service Charter also includes a standardized customer complaints

Form for reporting service failure and a mechanism for addressing service failure in any of the Bank’s services.