CUSTOMER COMPLAINT MANAGEMENT

POLICY
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Whereas, the smooth functioning of the Customer complaint
PREAMBLE

management enhances the satisfaction of Wegagen Bank’s clients
by enhancing the problem-solving capacity of the Bank

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 Whereas, maintaining effective and efficient communication
enables the Bank to improve the monitoring of its performance
and thereby enhancing the realization of its vision, mission and
values
 Whereas, aligning the CCM’s tasks with the objectives and
strategies of the Bank is critical to the improvement of the
customers’ experience
 Whereas, it is necessary to put in place a clear guidance and
direction regarding Customer complaint management
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
PREAMBLE Whereas, an operational Policy is crucial for the clarification
of the duties and responsibilities of parties involved in

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contacting and serving customers and for the effective and
efficient performance of their tasks
 Whereas, complying with the country’s law, regulations,
NBE Directives and other regulators regarding customer
complaint management
 Whereas, it is crucial to provide customer complaint
management guidance for the Bank on aligning it to the
current Organizational Structure and corporate strategy
 Now, therefore, the Board, hereby issued this customer
complaint management Policy with due observance to the
Bank’s Vision, Mission, Values and Objectives
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CORE Vision :
Aspiring to be the champion of excellence in
STRATEGY banking business in Ethiopia
ELEMENTS
Mission :
Maximize stakeholders’ value by providing
diversified banking services through Competent
and motivated employees and up-to-date
technology
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Core Values

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 Collaborate and work collectively to meet our common
goals
 Promote and support a diverse, yet unified team
 Do the right thing, even when no one is watching
 Keep your word and honor your commitment
 Maintain confidentiality and privacy of customers
 Adapt and respond rapidly to changes
 Encourage creativity and new ideas
 Provide prompt and convenient customer services
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 Agent means who has the responsibility of handling inbound and
outbound calls and responding to any kind of request which comes

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from the internal or external customers of the Bank via telephone,
e-mail, SMS and/or other means of communication
 Complaint means an expression of dissatisfaction relating to a
Definition financial product or service or security by a financial consumer or
security provider that is not immediately resolved by the finance
of terms 
service provider
Complaint management system means all policies, procedures,
practices, staff, hardware and software used by us in the
management of complaints
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 Customer means any natural person or legal entity that purchases
Definition of or uses financial products or services offered or provided by the

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bank or used financial products or services offered or provided
terms by a the bank in the past or unambiguously attempts to make a
purchase or use of financial products or services offered or
provided by the bank
 Customer compliant management/CCM/ means a central point
from which all customers enquiries and complaints are managed
 Dispute means an unresolved complaint escalated either within or
outside of our organization
 Escalation means the transfer of a case to the pertinent sub-
process for further solution or support
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 Feedback means opinions, comments and expressions of interest
Definition of or concern, made directly or indirectly, explicitly or implicitly, to

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or about us, about our services, products and/or complaint-
terms handling where a response is not explicitly or implicitly expected
or legally required; and
 First line officer means the process of receiving, identifying and
analyzing compliant, suggestion requests and giving a proper
solution to them upon the first time of contact
 Grievance means a clear, formal written statement by an
individual staff member about another staff member or a work
related problem
 Inbound call means a call that the CCM receives through
telephone number from customers, employees and the society at
large
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 Incident means any system-related abnormality that affects
Definition of the smooth functioning of a system or service

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terms  Outbound call means any call that is initiated by the CCM is
made through various electronic media to employees, Agents
and customers of the Bank
 Policy means a statement of instruction that sets out how we
should fulfill our vision, mission and goals
 Procedure means the CCM Operations Procedure or its defining
and prescriptive content
 Public interest disclosure means a disclosure about improper
conduct by a public official in the bank that meets the
requirements of the Public Interest Disclosure Act
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 Recommendation means suggestion of an idea, action, etc. as
Definition of a good one

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terms  Suggestion: means an idea or proposal put forward by for
consideration
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PURPOSE OF THE

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
Ensure the standardization and quality of support
POLICY services given by the CCM
 Provide a single source of reference to CCM
performers
 Facilitate the provision of guidance and support to
all employees under the CCM
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SCOPE OF THE  The policy encompasses customer complaints

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receiving and handling activities, from receipt through
POLICY 
various channels to resolution mechanisms
Staff grievance, code of conduct complaints and
public interest disclosures are dealt with through
separate mechanisms
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GOVERNING RULES

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 Laws and regulation of the country including
AML & CFT, ECX
 National Bank of Ethiopia directives; and
 The Bank’s Policies
GENERAL 14

PRINCIPLES
 The Bank has strong commitment to ensure professionalism in our work by keeping
confidentiality, respecting and responsibility for our work

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 The Bank will be socially responsible by committing ourselves for the public we serve
 The Bank will maintain integrity by doing the right thing at all cost every time
 The Bank is committed to provide prompt and convenient customer service with high level of
responsiveness
 The Bank will adopt and rapidly respond to changes with initiatives and innovative ideas
 The Bank is committed to promote teamwork and support a diverse, yet unified team
 The Bank will ensure customer satisfaction
 The Bank enhances maker-checker principle
 The Bank enhances efficiency and cost effectiveness
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PRINCIPLES
 The Bank will ensure customer impartiality and transparency of service

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 The Bank will ensure that our systems to manage every aspect of our work are easily
understood and accessible to everyone, particularly people who may require assistance; and
 The Bank will ensure the implementation of best practice in all our work in the Bank
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 We are committed to seeking and receiving feedback and complaints
General about our services, systems, practices, procedures, products and

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complaint-handling
Guiding  Any concerns raised in feedback or complaints will be dealt with within
a reasonable time frame
principles  We will ask people what outcome they seek from a complaint as part of
our complaints processes
 People making complaints will be
 provided with information about our complaint-handling process
 provided with multiple and accessible ways to make complaints
 listened to, treated with respect by staff and actively involved in the
complaint process where possible and appropriate; and
 Provided with reasons for our decision/s and any options for redress
or review
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 We will ensure that our systems to manage complaints are
General easily understood and accessible to everyone, particularly

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people who may require assistance
Guiding  If a person prefers or needs another person or organization to

principles assist or represent them in the making and/ or resolution of

their complaint, we will communicate with them through their
representative if this is their wish; and
 Anyone may represent a person wishing to make a complaint
with their consent
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 We will promptly acknowledge receipt of complaints
General  We will assess and prioritize complaints in accordance with the urgency

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Guiding 
and/or seriousness of the issues raised
We are committed to managing people’s expectations, and will inform

principles them as soon as possible, of the following

 The complaints process
 The expected time frames for our actions
 The progress of the complaint and reasons for any delay
 Their likely involvement in the process; and
 The possible or likely outcome of their complaint
 We will advise people as soon as possible when we are unable to deal
with any part of their complaint and provide advice about where such
issues and/or complaints may be directed
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 We will also advise people as soon as possible when we are unable to
General meet our time frames for responding to their complaint and the reason

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for our delay
Guiding  We will address each complaint with integrity and in an equitable,
objective and unbiased manner
principles  Conflicts of interests, whether actual or perceived, will be managed
responsibly
 In particular, internal reviews of how a complaint was managed will be
conducted by a person other than the original decision maker
 Our staffs are empowered to resolve complaints promptly and formally
as possible
 We will adopt flexible approaches to service delivery and problem
solving to enhance accessibility for people making complaints and/or
their representatives
  We will assess each complaint on its merits and involve people making 20
complaints and/or their representative in the process as far as possible
General  Confidentiality

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Guiding
 We will protect the identity of people making complaints where this is
practical and appropriate; and


principles
Personal information that identifies individuals will only be disclosed or
used by the bank as permitted under relevant privacy laws and secrecy
provisions and subject to ethical obligations
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 Complaints involving multiple agencies
General  Where a complaint involves multiple organizations, we will

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Guiding work with the other organization/s where possible; to ensure that
communication with the person making a complaint and/or their
representative is clear and coordinated
principles  Subject to privacy and confidentiality considerations,
communication and information sharing between the parties will
also be organized to facilitate a timely response to the complaint
 Where a complaint involves multiple areas within our
organization, responsibility for communicating with the person
making the complaint and/or their representative will also be
coordinated
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 Complaints involving multiple agencies
General  Where our services are contracted out, we expect contracted

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Guiding service providers to have an accessible and comprehensive
complaint management system

principles 


Complaints involving multiple parties
Empowerment of staff
 All staff managing complaints are empowered to implement our
complaint management system as relevant to their role and
responsibilities
 Staffs are encouraged to provide feedback on the effectiveness
and efficiency of all aspects of our complaint management
system
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 Managing unreasonable conduct by people making complaints
General  We are committed to being accessible and responsive to all

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Guiding 
people who approach us with feedback or Complaints
Our ability to do our work and perform our functions in the most
principles effective and efficient way possible
 The health, safety and security of our staff
 Our ability to allocate our resources fairly across all the
complaints we receive
 When people behave unreasonably in their dealings with us, their
conduct can significantly affect the progress and efficiency of our
work; As a result, we will take proactive and decisive action to
manage any conduct that negatively and unreasonably affects us
and will support our staff to do the same in accordance with this
policy
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 When responding to complaints, staff should act in accordance with our complaint
Complaint handling policy and procedures as well as any other internal documents providing

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guidance on the management of complaints

Management  Staff should also consider any relevant legislation and/or regulations when
responding to complaints and feedback; and

System  There are five key stages in our complaint management system
 Receipt of complaints
 Acknowledgement of complaints
 Initial assessment and addressing of complaints
 Initial assessment
 Addressing complaints
 Providing reasons for decisions; and
 Closing the complaint, record keeping, redress and review
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Alternative

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avenues for
dealing with
complaints
  We will inform people who make complaints to or about us about 26
Alternative any internal or external review options available to them
 Frontline complaint handling and early resolution of

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avenues for 
complaints
Back office reviews of complaints and/or complaint
dealing with handling ; and
 External reviews of complaints and/or complaint handling
complaints  Where possible, complaints will be resolved by staff at the first
level, the frontline
 Where early resolution of a complaint is not possible, however,
due to the complexity of the issues raised, dissatisfaction with the
complaint outcome or how the complaint was dealt with, we may
decide to escalate the complaint to a more senior officer within
the bank
  This second level of complaint 27
handling will provide for the
Alternative avenues for following internal mechanisms

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 Assessment and possible

dealing with investigation of the complaint

and decision/s already made;

complaints
and/or
 Facilitated resolution
 Where a person making a complaint
is dissatisfied with the outcome of the
bank review of their complaint, they
may seek an external review of our
decision
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 We will ensure that complaints are recorded in a systematic way so that
Analysis and information can be easily retrieved for reporting and analysis

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 Regular reports will be run on
evaluation of  The number of complaints received

complaints 


The outcome of complaints, including matters resolved at the frontline
Issues arising from complaints
 Systemic issues identified; and
 The number of requests we receive for internal and/or external review of our
complaint handling
 Regular analysis of these reports will be undertaken to monitor trends, measure the
quality of our customer service and make improvements
 Both reports and their analysis will be provided to the chief executive officer and
senior management for review
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Monitoring of  Ensure its suitability for responding to and

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resolving complaints, and
CCM  Identify and correct deficiencies in the
operation of the system
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 Maintain open and regular support for the making and appropriate resolution of
Continual improvement
complaints

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 Implement best practices in complaint handling
 Recognize and reward exemplary complaint handling by staff
 Regularly review the complaint management system and complaints data;, and
 Implement appropriate system changes arising out of analysis of complaints
data and continual monitoring of the system
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DUTIES AND
RESPONSIBILITIES
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 Approve the CCM Handling Policy of the Bank and ensure
Board of effective implementation and compliance of NBE’s directive

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Directors  Ensure that the Internal Complaint Handling Unit shall have
reasonably adequate resources to enable it discharge the
responsibility
 receives regular reports from CEO to monitoring implementation
and compliance of NBE’s directive
 Oversee that CCM handling activities are performed in line with
the NBE requirements and other relevant rules, regulations and
requirements; and
 Review reports of the management of the Bank periodically and
ensure that CCM Handling Policies are appropriately
implemented
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 Oversee the effective implementation of this policy
The Chief  Oversee that the efficiency and effectiveness Bank’s CCM

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Executive handling activities adhere to the Bank’s policies and NBE
Directives

Officer  Oversee that CCM handled by all staffs of the Bank

 Oversee the Bank has in place the systems and technology,
procedures, and resources required to fill its mandatory CCM
handling and reporting requirements
 Periodically receive reports about the performance of the
CCM handling activities
 Report about the performance of the CCM handling activities
of the Bank to the BODs, as and when required
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
Deputy CEO 
Oversee the effective implementation of this policy
Oversee that the efficiency and effectiveness Bank’s CCM

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Operation handling activities adhere to the Bank’s policies, procedures
and NBE Directives
 Oversee the Bank has in place the systems and technology,
procedures, and resources required to fill its mandatory CCM
handling and reporting requirements
 Oversee that the activities of the CCM support the Bank’s
business objectives and strategies
 Oversee the resolution of customer compliant by all staffs of
the Bank; and
 Report about the performance of the CCM handling activities
of the Bank to the CEO as and when required
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 Oversee the effective implementation of this policy
Chief Resource  Oversee the proper implementation of the overall strategic

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Mobilization 
matters of the CCM
Oversee the resolution of customer compliant by all staffs of the
and Branch Bank

Banking  Ensure the alignment of the CCM activities with those of other
divisions
 Oversee the business plan, scorecard and budget of the CCM
facilitate their approval; and ensure the proper allocation of the
budget required
 Ensure that appropriate actions are taken based reports; and
 Initiate the review of this policy
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 Shall undertake independent assessment of the overall Customer
Chief Internal compliant management operation, i.e. systems, policies and

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procedures and staff in respect of effectively implementing the
Auditor provisions of this policy at least on a semiannual basis
 Assure that all lodged Customer compliant are effectively managed
and addressed
 Investigate Customer compliant escalated case by CCM
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Chief Risk and  identifying the products and services that carry the greatest risk for the non-­
compliance and execution of this policy and NBE’s directive

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Compliance  undertake compressive risk assessment emanated from customer compliant
 present risk and customer compliance assessment findings with
recommendation and provide advice on risk and compliance management
issue to Board, policy committee and senior management
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 Ensure the effective implementation of this policy
Director,  Ensure the proper implementation of the overall strategic matters of the CCM

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Resource 


Ensure the proper implementation of the overall strategic matters of the CCM
Ensure the alignment of the CCM activities with those of other divisions
Mobilization  Ensure the resolution of customer compliant by all staffs of the Bank

and Branch
 Report unresolved customer compliant to Chief Resource Mobilization and
Branch Banking and strive for its resolution

Banking
 Regularly report resolved and unresolved customer compliant to NBE
 Approve the quality assurance checklist of the CCM
 Oversee the overall service delivery process and operational issues of the
CCM take appropriate actions when deemed necessary
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 Review the business plan, scorecard and budget of the
Director, Resource CCM facilitate their approval; and ensure the proper

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allocation of the budget required
Mobilization and  Ensure that appropriate actions are taken based reports
Branch Banking
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The BOD or CEO/Core Management may deal with exceptions
Exception /deviation
from the policy and deviations from the procedure

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