WeeklySA_AdminSpeed: The Ombudsman’s office has set measurable standards for the banks in achieving speedy resolutions to complaints
By Thuli Zungu
The Ombudsman for Banking Services (OBS), Reana Steyn, has lauded financial institutions that had the best co-operation with her Office in resolving consumer complaints.
Speaking at the OBS Annual Banking Awards ceremony in Johannesburg, Steyn, recognised those banks and their staff that had delivered excellent service and performance in the handling of disputes during the OBS’s 2022/23 financial year.
The ceremony, which has been an annual event for 17 years, was the last of its kind. This is because a new ombudsman scheme for the financial services industry comes into effect next year.
Styeyn said from March 2024 the four voluntary financial ombud schemes – the OBS, Long-term Insurance Ombudsman, Credit Ombud and ShortTerm Insurance Ombudsman – will amalgamate into a single new entity.
“In as much as the OBS has functioned as an independent non-profit organisation and the banks recognised the authority of the ombudsman, the work that we do – and the work ombudsmen under the new system will do – cannot be fully accomplished without the co-operation of all the banks involved.
“We have set measurable standards for the banks, which have reflected our values in promising to deliver free, impartial and speedy resolution of banking complaints.”
There were two categories in the year’s bid for winning banks, A (big banks) and B (smaller banks), in the OBS Annual Banking
Awards.
For both categories, the criteria were:
- The quality of the bank’s written replies to the Ombudsman’s Office in response to specific complaints;
- The response time and
- The overall fairness of the response.
In Category A, the nominees were ABSA, FNB, and Standard Bank. The 2023 award went to FNB. In Category B, the nominees were Investec, Postbank and Access Bank, and the award went to Investec.
Individual effort was also recognised with an award for bank staff members who impressed with their consistently excellent service. The following criteria were applied:
- Treating all complainants with equal dignity and respect and affording all complaints the necessary level of attention;
- Providing prompt and efficient service to the complainant and the OBS;
- Initiating and or improving measures andor service level agreements to enhance their bank’s level of service in complaints handling and
- Being knowledgeable about the bank’s products, service and processes, including internal complaints handling mechanisms as well as those of the OBS.
In Category A, the nominees were Karin Jonker (ABSA), Nadette Rappard (African Bank) and Mohammed Safi (Nedbank). In Category B the nominees were Aisha Laher (Investec), Elias Mier (Postbank) and Melissa Strauss (Access Bank).
The winners were Karen Jonker from ABSA and Elias Mier from Postbank. For several years, the ceremony has also included an award for an OBS staff member. This award goes to the employee who represents the OBS’s internal and cultural values and is judged by his or her peers to go beyond the call of duty. The 2023 OBS staff member winner was Palesa Zwane.
“This has always been the highlight for me because this nomination is about the OBS employees recognising one another. It is about the team member, as voted for by the team. I am proud to congratulate Palesa as this year’s winning staff member,” Steyn said.
