Revolutionizing Customer Service in Banking
In a bid to enhance customer satisfaction and streamline the complaints process, the State Bank of Pakistan (SBP) has launched ‘Sunwai,’ a dedicated customer complaint service portal and app. This innovative platform is set to reshape the way banking customers interact with Banks, Microfinance Banks (MFBs), and Development Financial Institutions (DFIs) in Pakistan.
‘Sunwai’ serves as a one-window operation, providing a seamless experience for banking customers to register complaints related to any banking product or service, including the widely used Roshan Digital Accounts (RDA). This move reflects SBP’s commitment to ensuring a user-friendly and accessible mechanism for addressing customer concerns.
Accessibility Across Platforms
The portal and app are accessible through web browsers and mobile applications, catering to a broad spectrum of users. Whether using Android or iOS platforms, customers can now easily navigate and utilize ‘Sunwai’ for their banking-related grievances.
User-Friendly Complaint Registration
Registered users can conveniently lodge complaints in either English or Urdu languages, ensuring inclusivity and ease of communication. Each registered complaint is assigned a unique tracking number, which is communicated to users via SMS and email. This feature enables customers to track the status and progress of their complaints efficiently.
Prompt and Fair Resolution
Banks, Microfinance Banks (MFBs), and Development Financial Institutions (DFIs) have received clear instructions from the SBP to ensure the prompt and fair resolution of complaints. Adherence to prescribed turnaround times (TATs) is crucial, emphasizing the commitment to resolving customer issues efficiently.
Building Consumer Trust
The central bank expresses optimism that the introduction of ‘Sunwai’ will play a pivotal role in strengthening consumer trust in the banking industry. By providing a transparent and responsive avenue for addressing concerns, SBP aims to foster a positive and trusting relationship between customers and financial institutions.
In conclusion, ‘Sunwai’ represents a significant step towards modernizing and improving the customer service landscape in the banking sector of Pakistan. As technology continues to evolve, so does the commitment of the SBP to ensure a customer-centric approach in the financial services industry.