SERVICE CHARTER
The ultimate goal of this charter is to affirm to
all Malawi Savings Bank clients and stakeholders
that the bank will fulfill all their banking needs so
that they do not have to look elsewhere but to
their bank,
“Today’s People’s Bank”
The Bank is making this commitment to all its customers being a bank
of the people. It seeks to understand the individual needs of its clients in
order to better serve them and through this, enable the Bank to deliver
the best service.
This service charter sets out standards to be followed by all Business
Units of Malawi Savings Bank while at the same time making its customers
become aware of the kind of services being offered. Further, it provides the
customers with an instrument for registering complaints and expression
of displeasure should the Bank be performing below the set standards.
The concept behind this is to put all its customers first and to live up to
the spirit that what is good for the customer is good for business.
In order to provide a high and enviable level of service, the Bank hereby
commits itself to the following principles:-
ACCOUNTABILITY
• All Malawi Savings Bank products and services shall comply with the
relevant laws and regulations of Malawi.
• Full disclosure of information about all products and services to enable
clients make informed choices
FAIRNESS
• Malawi Savings Bank will act fairly and reasonably towards all its clients
while preserving the ethical standards of the banking profession.
•Malawi Savings Bank will establish clear procedures to ensure that
any disputes with its customers can be resolved fairly and quickly. The
Bank will provide multiple avenues for expressing grievances including
the use of the Bank’s website www.msb.mw. Customers will also be
provided with customer feedback forms which will be placed in all
Malawi Savings Bank outlets and once completed shall be deposited in
suggestion boxes to ensure that the forms reach the right people.
STANDARDS OF SERVICE
As the Bank works towards improving the standards of service,
the Bank aims to provide its services efficiently and effectively. To
this end, the Bank has set out below the time frames within which
customers should expect it to deliver on the respective services.
“THERE IS ONLY ONE BANK”
committed to making banking easy
A.
Account Opening
All account opening
Within 24 hours
B.
Counter & Teller Services
Cheque Deposits - 3 mins
Cheque Encashment - 10 mins
Cash Deposit - 10 mins (except for bulk cash)
C.
Checkbooks/ATM cards
1. Cheque books and ATM cards will be delivered
to customers five days after the date of order for
cheques and four days for ATM cards.
2. In-house Cheques will be cleared on the same day.
Cheques from other banks clearance will take3 days.
D.
ATMs
1. There will always be cash in the ATMs 24/7.
2. ATMs will always be up and running unless interrupted
for service, cash loading and system error.
3. All ATMs will have a specific loading time to ensure
customers are not disturbed by random ATM cash
reloads.
E.
Drafts and Bank Cheques
The issuance of Bank cheques should be within twenty
(20) minutes with accuracy i.e. no errors.
F.
Month End Statements
Month end statements will be printed and posted by
the fifth day after the end of the preceding month
G.
Internet/SMS Banking
There shall be and will be internet and SMS access 24/7
H.
Customer Satisfaction
We aim to provide 90% satisfaction/satisfied customer
rating
I.
Foreign Currency
Remittances
Within 10 minutes (As long as they have met exchange
control regulations and the customer has funds)
J.
Loan Applications
Within 48 hours of all required documents and
information having been received by us
“THERE IS ONLY ONE BANK”
committed to helping when you need us
A.
Calls made to branches or
switch board
At Branches:
1. Within three rings
Switch Board:
2. 80 percent of calls to be answered within 20 seconds
B.
Counter Enquiries
At Branches:
1. Issue to be resolved immediately if return visit is not
necessary
2. If follow up is required, the issue needs to be resolved
by the next day
3. Where enquiry is complex within four days
C.
Phone Enquiries
At Branches:
1. Issue to be resolved immediately if return call is not
necessary
2. If follow up is required, the issue needs to be resolved
by the next day
3. Where enquiry is complex a higher ranked officer to
handle the issue.
D.
Written Enquiries
At Branches:
1. Response will be immediate if issue is not complex.
2. If complex, 4 working days
PRIVACY
• Malawi Savings Bank will treat all customer information as private and
confidential and ensure the safety and security in the usage of the
information. Such customer information will not be revealed to any
third party unless otherwise authorized by the customer or required by
law to do so.
• Malawi Savings Bank will not use the customer information for its own
marketing purposes if advised that the client objects to this practice.
RELIABILITY
•Malawi Savings Bank will co-operate as an organisation so that its
customers can enjoy secure, reliable banking and payment systems
which can be trusted at all times.
TRANSPARENCY
• Malawi Savings Bank will provide its customers with clear, relevant and
timely information to help them make informed decisions about its
products and services. Where applicable, a set of Terms and Conditions
relating to each banking product or service will be made readily available
with all the fees, charges, penalties and relevant interest rates. Client’s
liabilities and obligations in the use of a banking product or service
highlighted.
• Malawi Savings Bank will inform its customers, through various channels
(e.g. over the internet, by telephone, e-mail or at its branches) of available
products and services. Customers can contact the Bank for information
or provide feedback through these channels.
• Malawi Savings Bank will exercise objectivity and provide a balanced
view of benefits and risks of investment products to match the particular
needs and financial circumstances of its clients.
“THERE IS ONLY ONE BANK”
committed to listening
A.
Resolving Customer
Complaints
Complaints will be resolved consistently, fairly and
promptly with 90% customer satisfaction rating on
complaint handling.
B.
Constantly Seeking
Feedback
Feedback forms will be available to all customers to
ensure their thoughts and suggestions are taken into
consideration and the bank is able to keep up with any
changes occurring.