Mohtasib provided relief of Rs1bn to banking customers in 2022

KARACHI: The Banking Mohtasib Pakistan provided relief of about Rs1 billion to banking customers in 2022.

While addressing a press conference on Thursday at the Institute of Bankers Pakistan, Banking Mohtasib Pakistan (BMP) Muhammad Kamran Shehzad disclosed that he provided relief of Rs974.36 million to the banking customers by disposing of 27,658 complaints against commercial banks during the calendar year 2022.

Unveiling the Annual Report 2022 of BMP, he elaborated that out of 35,265 complaints, some 79 percent or 21,822 were resolved amicably through reconciliation, 3 percent or 734 complaints were decided after formal hearings and 8 percent or 5,102pc cases were disposed of / rejected being incomplete, frivolous or due to lack of jurisdiction as per the law under which the institution of BMP has been established. Some 7,607 complaints remained outstanding as on December 31, 2022.

Kamran Shehzad informed that 30,493 complaints were received during the year 2022 whereas 4,772 complaints were brought forward from 2021. Banking Mohtasib had provided relief of Rs 709 million by disposing of 32,592 complaints out of 37,364 during the calendar year 2021.

He informed that there was an increase of 31 percent in receipt of public complaints lodged directly with BMP, whereas there was a slight decrease in the complaints received on Prime Minister’s Portal during 2022.

Kamran Shehzad said that the Banking Mohtasib has extended its outreach by opening up two new offices - one in Faisalabad and the other in Muzaffarabad during the year. He also mentioned that under law the Banking Mohtasib provides free of cost services to the complainants at their door steps.

BMP Office has also upgraded its information system by introducing an online portal with effect from 1st January, 2023. It would shortly provide convenience to the complainants to lodge and track their complaints through online portal and mobile application. The Banking Mohtasib Pakistan has also revamped its website and made it more users friendly, he informed.

He said that the Banking Mohtasib is planning to launch conventional and digital media campaign for the benefit of banking customers.

Kamran Shehzad has also stressed upon all banks to collectively launch a massive public awareness campaign through all forms of media to educate banking customers in order to protect them from frauds and forgeries.

He also urged upon the commercial banks to take substantive, meaningful and effective steps for the foolproof security of their customers’ deposits.

Copyright Business Recorder, 2023