Karachi, December 29, 2023 – The State Bank of Pakistan (SBP) took a significant step towards enhancing customer satisfaction on Friday by launching a dedicated portal, ‘Sunwai,’ aimed at streamlining the process of lodging complaints against banks, microfinance banks (MFBs), and development financial institutions (DFIs).
This user-friendly portal, accessible round the clock, is complemented by a mobile app available on both Google Play Store and the IOS App Store, providing convenience for consumers to register complaints anytime, anywhere. To initiate a complaint, users are required to register on the portal, providing personal details such as their mobile number, CNIC, email address, etc.
The primary objective of the Sunwai portal is to simplify the complaint resolution process, allowing banking consumers to reach relevant forums for redressal effortlessly. By answering a few simple questions, consumers can lodge complaints against banks, MFBs, and DFIs. The resolution process involves the banks/MFBs/DFIs as the first forum, followed by the Banking Mohtasib Pakistan (BMP) as the second forum, and the State Bank of Pakistan (SBP) in specific cases.
Moreover, the portal offers functionality for consumers to profile and view the status of their complaints. It also incorporates valuable consumer awareness tips and messages to educate and inform consumers.
In its directive to banks, the SBP emphasized the meticulous compliance of Turn-Around-Time (TAT) for resolving various types of complaints, as specified in circulars amended from time to time. Banks are also required to update the status of complaints on the portal accurately and in a timely manner. The SBP has mandated the nomination of a senior and relevant officer as the contact point for the institution, with details to be shared with the Consumer Protection Department (CPD) within one week of the circular’s issuance. Any changes in the nominated officer must be promptly notified within two days to the CPD.
Senior management is tasked with regularly reviewing and monitoring breaches of TATs, types/nature of complaints, and other trends, taking corrective measures for timely complaint resolution. Additionally, financial institutions (FIs) are instructed to raise awareness among customers about the Sunwai portal. FIs are required to provide the portal’s URL on their websites and communicate the same through emails, SMS, or notifications on Internet/Mobile Banking, ensuring that customers are well-informed and can take advantage of this new channel for grievance redressal.
