Staff Reporter
In an effort to efficiently resolve client complaints, Agribank has introduced a web-based client complaint management portal on its website. This initiative is driven by the bank’s renewed focus on improved service delivery, and transforming the institution into a more agile, listening, and proactive agricultural lender.
Agribank is inundated with complaints and enquiries from its clients, applicants and public members at large on a daily basis. Such enquiries are handled in accordance with the internal policy and procedures on complaints handling policy, which dictates that each complaint should be handled within two days, and where not possible, the complainant should be informed of the delay being experienced.
The newly introduced web-based client complaints handling portal aims to improve the efficiency in handling received complaints, towards the overall goal of improved customer service. It further allows oversight by management in tracking progress on how far the process has gone, in addressing the complaint.
While clients are encouraged to make use of the portal in lodging their complaints, other means of communication such as telephone, email, and social media platforms of the bank remains open to receive complaints. Responsible staff within the bank will capture such complaints on the portal, to ensure efficiency and transparency in handling complaints. Additionally, a dedicated email (complaints@agribank.com.na) has been setup to receive all complaints.
Therefore, Agribank has requested all clients to directly lodge their complaints through the complaints handling portal on the bank’s website, and above-mentioned communication channels, instead of going through third parties.
Lastly, Agribank recognised that unintentional mistakes will sometimes be made, and when such happens, the bank pledged it will aim to resolve every complaint in a fair and transparent manner.