Circular Letter No. 03/2022

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-