Regulatory Alerts2022-04-29
Circular Letter No. 03/2022
The Banco Nacional de Angola directs Banking Financial Institutions to update customer service protocols by increasing counter staff to maximum capacity, admitting customers up to pre-pandemic limits while enforcing biosafety measures, and ensuring fully operational queue management systems. The directive further mandates strengthened digital communication to facilitate non-face-to-face transactions and reduce branch congestion and service delays. These updated rules, aligned with existing consumer protection notices and presidential decrements, take effect immediately upon publication.
CIRCULAR LETTER NO. 03/2022 SUBJECT: FINANCIAL SYSTEM
- Customer Service System
Whereas it is necessary to update the rules and procedures for customer service of financial products and services, as established in Notice No. 12/2016, dated September 5, regarding the Protection of Consumers of Financial Products and Services; Considering the provisions of Presidential Decree No. 72/22, dated March 31, which implemented exceptional and temporary measures to remain in force during the public calamity situation declared due to COVID-19, and Directive No. 09/DSP/DCF/2021 regarding customer services, aiming to reduce the crowds still recorded in bank branches, as well as to mitigate the number of complaints regarding delays in customer service; The Banco Nacional de Angola directs Banking Financial Institutions to observe the following rules: a) Increase the number of staff providing counter customer service to the maximum workforce capacity; b) Increase the number of customers inside bank branches up to the pre-Public Calamity Declaration accommodation limit resulting from the COVID-19 pandemic, strictly complying with biosafety measures for accessing enclosed spaces; c) Ensure that the queue management system is fully operational throughout the entire network of branches and dependencies; and d) Strengthen customer communication actions regarding computer platforms and other available means, ensuring the execution of non-face-to-face operations. This Circular Letter enters into force on the date of its publication.
CONTINUATION OF CIRCULAR LETTER NO. 03/2022 page 2 of 2 Luanda, April 28, 2022. DEPARTMENT OF FINANCIAL CONDUCT
Osvaldo Manuel Pedro dos Santos -Director-