Regulatory Alerts2021-11-26
Circular Letter No. 07/DCF/2021 on Customer Service
The National Bank of Angola’s Department of Financial Conduct issued Circular Letter No. 07/DCF/2021 to mandate financial institutions under its supervision to implement specific health and operational measures ensuring prompt, efficient, and secure customer service during the pandemic. The directive requires branches to enforce mandatory face mask usage, define maximum capacity with physical distancing, and increase workforce and counter availability to 100% during peak hours. Furthermore, institutions must deploy transparent partitions, optimize queue management with wait-time indicators, provide in-queue assistance, and promote alternative digital channels such as ATMs, automated payment terminals, mobile apps, and internet banking to reduce physical crowding while maintaining sanitary safety standards.