Bangladesh Bank (BB) has instructed banks to ensure rigorous accountability of bank officers and employees for restoration of transparency in providing services in the financial sector.
The Banking Regulations and Policy Department of BB on Monday issued a circular in this regard and sent it to the top executives of banks for immediate action.
The circular said the banks must display a citizen charter regarding the services they are providing to the public along with instructions on what to do if the services are not received as promised.
According to the instructions, a citizen's charter should be prepared to specify the class-wise list of all the services of a bank, the qualifications and documents required to receive the services, the preparation process of the documents, the minimum required time for providing each service, the service fee and what to do if the citizen does not receive the service.
Then this information should be published on the bank's website. Apart from this, it should be shown at the head office and branches.
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The notification further said that a Focal Point Officer and an Alternate Focal Point Officer should be appointed to comply with the citizen charter.
The relevant officer's name, phone number, and e-mail address should be published on the website. Apart from this, a business charter corner box should be placed on the website of each bank. All information related to the citizen charter should be uploaded in this box, the BB notification said.