BANQUE COMMERCIALE DU RWANDA LTD.
CUSTOMER SERVICE CHARTER
July, 2012
1. INTRODUCTION
BCR’s Customer Service Charter sets out a 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 levels of service at any of our branches.
II.
Provide accessible and convenient service through our ATMs at all our branches,
as well as online and mobile banking facilities available 24 hours a day.
b. Fairness
i. BCR will act fairly and reasonably towards you in a consistent and ethical manner.
ii. BCR 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 www.bcr.co.rw. BCR will practice a
non-discriminatory policy towards its customers, supporting fair and responsible
banking practices.
c. Security
i.
BCR 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
banking institutions.
d. Accountability
i. BCR 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. BCR 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
BCR will also be highlighted.
ii. BCR will inform you, through various channels (e.g. through its Branch network,
over the Internet, SMS or Telephone) of available products and services. You can
therefore visit your nearest BCR branch for further information and also provide
feedback to us through these channels.
2. STANDARDS OF SERVICE
BCR aims to provide efficient and effective, customer service at all times. Below are time
frames set out for our service deliverables.
2.1 We are committed to making Banking easy
Service
1.
Goal
2.
Aim to serve the majority of customers promptly in all our Within 3 to 5 minutes
Branches (general enquiries)
Cash withdraw at the Western Union counter
Within 5 minutes
3.
Cash withdraw over the Counter(less than Rwf 500,000)
Within 5 minutes
4.
Cash withdraw over the Counter(more than Rwf 500,000)
Within 5 – 10 minutes
5.
Aim to open a basic current / saving accounts promptly
Within 30 minutes*
6.
Aim to close current / savings accounts promptly
Within 30 minutes
7.
8.
Aim to answer your call promptly when you call us at any Within 3 rings
of our branches or call Centre
Issue you with a cheque book promptly within Kigali
Within 2 Business days of
the receipt of the request
at the Bank
9.
Issue you with a cheque book outside Kigali
Within 4 Business days of
the receipt of the request
at the Bank
10. Aim to register e-banking services (mobile or online)
Within 1 business day
11. Clear domestic cheques promptly
Within
the
prevailing
clearing period, (currently
2 Business days after date
of deposit)
12. Aim to issue the ATM Card promptly
Within 10 business days
13. To assist customers manage their accounts, provide loan Immediately upon
statements
specific request
your
14. Execute domestic money transfers (TTs)
Within 1 business day
15. Execute foreign currency transfers
Within 1 business day
16. Issuance of letter of credit
Within 1 business day
17. Issuance of bank guarantee
Within 1 business day
18. Execute foreign currency cheque remittances
Between 1 day- 21 days
*Provided all required documents are available
2.2 We are committed to helping when you need us.
1
2
Aim to answer your call promptly at Within 3 rings during business days
our call centers or any of our
branches
Aim to resolve counter queries Where no follow up is required- within 1st visit
promptly
Where follow up is required- within 3 business
days of the 1st visit
Where the enquiry is complex, within 5 business
days of the 1st visit or else a timeframe within
which the enquiry can be resolved will be
communicated.
3
Aim to resolve phone enquiries Where no follow up is required- within 1st call
promptly
Where follow up is required- between 1 to 2
business days of the 1st call
Where the enquiry is complex- escalation 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.
4
Respond to written
complaints promptly
enquiries/ Within 2 business days from date of receipt of
enquiry if the enquiry is not complex
Where the enquiry is complex- an initial response
will be sent out within 2 business days and a
notification of a time frame within which a final
response will be sent through
5
Help you quickly if your ATM card is Your replacement card will be issued within 10
lost or stolen
business days upon receipt of your application. In
the interim a counter cheque/quittance facility
will be available
6
Debt Certificate
Within 1 business day
7
(Attestation de non creance)
Balance confirmation certificate
Within 1 business day
8
Audit certification
Within 3 business days
9
Certificate of good standing
Within 1 business day
2.3 We are committed to listening
1
Resolve customer complaints fairly, Aim for majority customer satisfaction with the
consistently and promptly
way their complaints are handled
2
Actively seek your thoughts and Get customers to complete and submit feedback
suggestions on how we can better forms or send an email through our website
serve you.
3 Aime to provide you with friendly Facilitate our customers to give feedback through
and helpful service whenever you suggestion boxes or website
deal with us
2.4 We are committed to processing your personal or business loan applications within a
reasonable period *
2.4.1. Retail loans
Personal loans (vehicle)
Within 10 to 15 business days
Personal loans (new éclair, cash plus)
Within 5 business days
2.4.2. Business and Corporate loans
Bank Guarantee (non-cash covered)
Within 10 business days
Bank Guarantee (cash covered)
Within 2 business days
Invoice Discounting
Within 5 business days
Advance on Contract
Within 7 business days
Letter of Credit with cash covered
Within 5 business days
Letter of Credit with non-cash covered
Within 10 business days
Asset based finance
Within 10 business days
Overdrafts and other working capitals
Within 10 business days
Insurance Premium Finance
Within 5 business days
Investment loans
Within 15 business days
Personal Mortgages (Outright purchase, Construction, Within 20 business days of
Equity release)
receipt of the application
* We will endeavor to process applications effectively and speedily, in accordance to our internal policies, provided
all necessary and completed documents have been submitted to us.
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.
If you have enquiries, concerns, complaints or compliments please contact us:
Banque Commerciale du Rwanda Ltd.
11, Boulevard de la Révolution
P.O. Box: 354, Kigali Rwanda
Tel: +250 788 16 2000
Fax: +250 252 57 395
Call center: 3227
Website: www.bcr.co.rw
Our swift code: BCRWRWRW
For product and service enquiries, concerns, suggestions and compliments email us at:
Customerservices@bcr.co.rw, or call us at our toll free number 3227 0r +250 788162000
For complaints, email us at: Customercomplaints@bcr.co.rw