Tools & Resources Smart Note: Responding to Client Complaints at Tameer Bank, Pakistan

Smart Note: Responding to Client Complaints at Tameer Bank, Pakistan

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Tameer staff member Murium Hadi discussed the institution’s complaint mechanism with Zahra Khalid of the Pakistan Microfinance Network (PMN), revealing several valuable lessons from the field.

Tameer_LogoTameer Bank, Pakistan employs a unique approach to the complaints handling process by using preemptive, outbound calls to clients, made routinely from Tameer’s own in-house call center, the Tameer Customer Service Unit.

The Smart Campaign’s Client Protection Principle, Mechanisms for Complaints Resolution states that institutions should:

  • have a formal, systematic mechanism for receiving client complaints;
  • respond to client complaints in a timely manner
  • use information from those interactions to improve operations.

Tameer’s approach to complaint resolution can serve as an “excellent practice” example of these items.  Tameer staff member Murium Hadi discussed the institution’s complaint mechanism with Zahra Khalid of the Pakistan Microfinance Network (PMN), revealing several valuable lessons from the field.

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