The Bank of Ghana is far advanced in the implementation of a full-fledged Contact Centre, the deployment of the new complaint management software and a ChatBot solution to augment the channels of complaints and provide convenience to customers when lodging complaints.

This is part of measures to improve complaint resolution.

It is coming after it received a total of 857 complaints from customers of regulated financial institutions last year, out of which 65% were resolved.

According to the Central Bank, it will continue to sensitise consumers on their rights and responsibilities to promote financial literacy and capability and reduce complaints.

Additionally, it will continue to organise regular workshops for Consumer Reporting Officers and Compliance Officers of regulated institutions tailored on the feedback obtained, among others, in bid to permanently address the issues as they emerge.

The Bank of Ghana during the year under review, secured monetary compensations or refunds totalling £20,414.37, $250,000.00 and ¢5,738,484.42 (5.73m) to deserving complainants.

These funds were paid by regulated institutions to complainants whose complaints were found justifiable based on the Bank of Ghana’s investigations.

COVID-19 Pandemic and Complaint

In an effort to mitigate the risk of the COVID-19 pandemic, the Bank of Ghana resorted to virtual meetings to facilitate the complaint handling process during the year under review.

In-person mediation meetings were therefore suspended. Additionally, the Bank activated a Whatsapp platform to augment its channels for receiving complaints and reduced walk-ins.