Digital shift

This is to draw the attention of the relevant authorities to the existing setup for customers to lodge any complaint with the Banking Mohtasib. The current process involves downloading, and later printing, a form available on the official site, filling it up manually, getting that form attested from an oath commissioner, attaching the relevant documents with it, and dispatching it. The current government focuses on digital inclusion and e-governance. Isn’t it time the Banking Mohtasib considered allowing complainants to file their complaints online along with scanned documents? Also, at present, commercial banks take almost 45 days to review a complaint. Then, the Banking Mohtasib takes another two months to review it. Can the relevant authorities ensure that all complaints are reviewed and resolved as soon as possible?

Jawwad Zaki

Islamabad