The State Bank of Pakistan (SBP) has introduced an innovative platform called 'Sunwai' as part of its commitment to enhance customer service and address banking-related issues promptly.
This initiative aligns with the State Bank’s ongoing endeavors to streamline the complaint registration process, ensuring efficiency and transparency in handling customer grievances across various banking sectors.
'Sunwai' serves as a centralized hub for bank customers, enabling them to lodge complaints against banks, microfinance banks, and development finance institutions (DFIs) operating within Pakistan.
The platform facilitates the registration of complaints regarding any banking product or service, including the Roshan Digital Accounts (RDA), ensuring a swift resolution through efficient channels.
Accessible via web browsers and mobile applications on Android and iOS platforms, 'Sunwai' offers customers a user-friendly interface to file complaints in either English or Urdu, catering to their language preferences.
Each complaint receives a unique tracking number, and customers are notified about the status of their complaints through SMS and email.
The initiative emphasizes timely resolution, with banks directed to ensure prompt and equitable redressal of complaints within the turnaround time (TAT) specified by the State Bank.
