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.
GOVERNOR CIRCULAR LETTER NO. 07/DCF/2021 SUBJECT: Customer Service
Considering that financial institutions must provide quality and secure services to consumers of financial products and services, regardless of limitations arising from the Covid-19 pandemic;
The National Bank of Angola, complementing Directive No. 09/DSP/DCF/2021 on customer services, and considering the provisions of Presidential Decree No. 257/21 dated October 29, on the Prevention and Control Measures for the Spread of SARS-CoV-2 and COVID-19, issues this Circular Letter to guide financial institutions under its supervision in implementing the necessary measures to ensure prompt, efficient, quality and secure service delivery to stakeholders.
In this regard, financial institutions must: a) Ensure the mandatory and correct use of face masks by all employees and clients inside their premises; b) Define the maximum capacity within their premises, taking into account the physical space of each branch, as well as require compliance with the physical distancing recommended by health authorities;
CONTINUATION OF CIRCULAR LETTER NO. 07/DCF/2021 page 2 of 2 c) Increase to 100% the workforce in bank branches, and also consider increasing the number of public service counters within their banking halls during peak hours, directed toward the most requested services; d) Implement other measures to improve customer service quality levels, avoiding client crowding outside their premises while maintaining adequate sanitary safety standards, such as: i. Installation of transparent acrylic or similar partitions in the service areas inside the branch and mechanisms for controlling customer service time; ii. Queue management procedures by requested service, including outside the branch, with wait time indications; iii. Assistance to clients in queues to facilitate their counter service; and iv. Specific financial education actions to enable clients to alternatively use Automated Teller Machines (ATM), Automated Payment Terminals (TPA), mobile applications (App), or internet banking, among others.
Luanda, November 25, 2021. DEPARTMENT OF FINANCIAL CONDUCT
Osvaldo Manuel Pedro dos Santos -Director-