Regulatory Alerts2024-01-01
Circular No. 107/2024: Public Service Centers at Banks
The Palestine Monetary Authority issued Circular No. 107/2024 to enforce compliance with Instruction No. 12 of 2023 regarding the continuity of the national economy's financial cycle. The regulator mandates banks to enhance communication mechanisms with customers by allocating appropriate resources to reduce wait times for phone calls and electronic inquiries. This directive aims to ensure rapid response to customer requests and the implementation of necessary measures to monitor the performance of public service centers.
Palestine Monetary Authority
PALESTINE MONETARY AUTHORITY
Circular No. (107/2024)
To all banks operating in Palestine
Date: Monday, November 4, 2024
Subject: Public Service Centers at Banks
In reference to Instruction No. (12) of 2023 concerning "Continuity of the Financial Cycle of the National Economy," under which banks were requested to activate and promote public service center services, and in light of complaints received regarding some banks concerning these centers, specifically the failure or delay in responding to customer calls and inquiries via the electronic means used by the bank to follow up on customer complaints, the Palestine Monetary Authority emphasizes the necessity of complying with the provisions of the aforementioned instructions. This is to be achieved by strengthening communication mechanisms with customers through providing suitable resources and capabilities to reduce customer wait times for responses to their phone calls and inquiries, ensuring rapid response to their requests, and taking necessary measures to monitor the performance of public service centers in accordance with standards.
Supervision Group
Palestine Monetary Authority
Ramallah & Al-Bireh Governorate - Palestine P.O. Box 452 Ramallah & Al-Bireh Governorate - Palestine P.O. Box 452 info@pma.ps | Fax: +970 2 2415310 Fax | Tel: +970 2 2415251 Phone | Postal code: P6160675 Postal Code