Instructions No. 4 of 2024 Regarding the Quality of Banking Services Provided to Customers

Palestine Monetary Authority

Instructions No. (4) of 2024 Regarding the Quality of Banking Services Provided to Customers

Based on the provisions of Legislative Decree No. (9) of 2010 concerning Banks, particularly Articles (43) and (72), and after reviewing Instructions No. (5) of 2023 concerning Market Regulations and the Protection of Customers' Rights, and in accordance with the powers delegated to us, and in pursuit of the public interest, we have issued the following Instructions:

Article (1) Objective and Scope of Application

1. The provisions of these Instructions aim to ensure that customers receive high-quality banking services in an appropriate manner without delay.
2. The provisions of these Instructions apply to all banks licensed by the Palestine Monetary Authority to operate in Palestine.

Article (2) Services Provided Through Branches and Offices

The bank shall comply with the following:

1. Providing a queuing system using electronic means that enable customers to book their turn at branches before or after arrival, and enabling customers to track their turn by receiving notifications about the proximity of their turn without needing to remain at the branch or office.
2. Providing a sufficient number of qualified staff to serve customers, while also considering an increase in staff during the period when public sector employees receive salaries and the pre-holiday season, and ensuring that customers receive service within a period not exceeding (30) thirty minutes from the time they register in the electronic queuing system.
3. The number of counters designated for customer service shall not be less than the number specified in the organizational plan of the branch submitted to the Palestine Monetary Authority upon licensing.
4. Providing sufficient waiting areas for customers in accordance with the organizational plan of the branch or office.
5. Granting priority in service delivery to the elderly and persons with disabilities.
6. Conducting an assessment of public satisfaction with the quality of provided services by a specialized department within the bank at the branch or office level, and submitting the results to the Market Discipline Department of the Palestine Monetary Authority annually.
7. The bank must document its procedures related to improving the quality of services provided to customers.

Article (3) Services Through Electronic Channels

The bank shall comply with the following:

1. Ensuring the continuity of services for customers, through the following: a. Not cancelling expired plastic cards except after communicating with customers and before the plastic card's expiration period has sufficiently elapsed. b. Ensuring the continued activation of the banking application for customers and facilitating its activation procedures. c. Providing an automated direct assistance service (ChatBot) to help customers on how to obtain services. d. Providing customer service hotlines and facilitating their procedures for obtaining electronic financial services around the clock. e. Considering providing specialized electronic services for the bank's customers from the Gaza Strip, and facilitating the procedures for using their bank accounts locally and internationally. f. Allowing the adjustment of limits for credit cards and transfers made through banking applications, according to the customer's request and nature of their business. g. Updating and deploying modern interactive teller machine (ITM) services in areas with active usage, distributing ATMs in unserved areas, and developing the type and number of services provided to customers through them. h. Considering facilitating services for expatriate customers or those residing abroad.

2. Raising customer awareness of the electronic services developed by the bank and explaining their usage mechanisms, through the following: a. Informing customers of all services provided through electronic channels and supplying them with guidelines and informational brochures. b. Informing customers on how to use electronic channels by disclosing the registration, login, and banking application (Mobile Banking) or internet banking (Internet Banking) usage mechanisms, as well as disclosing any changes in these services or their delivery methods. c. Contributing to spreading the culture of electronic banking services and highlighting their importance and advantages in transaction speed, cost reduction, and meeting customer needs, while working to measure and monitor the level of customer satisfaction when using electronic services. d. Providing a mechanism to raise customer awareness regarding the use of banking applications and facilitating application installation on mobile phones. e. Activating communication with customers who use electronic channels less, based on the results of periodic reports regarding customer usage of electronic channels.

Article (4) Penalties

Any person who violates the provisions of these Instructions shall be penalized in accordance with the provisions of Legislative Decree No. (9) of 2010 concerning Banks.

Article (5) Implementation and Enforcement

All competent authorities shall implement the provisions of these Instructions, each within their respective jurisdiction, and they shall apply from the date of their issuance.

Issued in the city of Ramallah, on date: 21/03/2024 AD

Dr. Firas Malham Governor (Signature)

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