CCPC Calls on Banks to Address Complaints Swiftly Before Escalation
The Competition and Consumer Protection Commission (CCPC) has urged financial institutions to prioritise the prompt resolution of consumer complaints in order to prevent cases from escalating to the regulator.
Speaking during a courtesy visit by Access Bank Zambia on 23 September, CCPC Executive Director Eunice Phiri Hamavhwa underscored the responsibility of banks to minimise complaints through effective and timely interventions.
She noted that consumers should have ready access to branch managers when dissatisfied with services, adding that early engagement often helps to resolve issues before they intensify.
“Timely complaint resolution not only safeguards consumer rights but also strengthens trust between financial institutions and their clients,” Mrs Hamavhwa said.
Responding, Access Bank Zambia’s Head of Customer Experience, Nicholas Muneku, highlighted the bank’s introduction of the Fresh Desk platform, which enables customers to lodge complaints and track their progress until resolution. He said the system had contributed to a marked reduction in unresolved cases.
Mr Muneku added that the bank continues to conduct regular staff training to enhance service delivery and ensure employees are equipped to manage customer concerns effectively.
He also expressed appreciation to the Commission for its support during the merger of African Banking Corporation (ABC) and Atlas Mara.
