refer to the series of instructions issued by State Bank
of Pakistan to simplify and streamline the procedure of
utility bills collection and different directives of Honourable
Supreme Court of Pakistan forwarded to banks under Sou
Motu Case No. 04 of 2006. The Apex Court has now passed
a final order dated June 11, 2009 under the aforesaid
Sou Motu Case No. 04 of 2006 (Copy enclosed for strict
2. In the light of
aforesaid order of Apex Court, the banks are directed
to follow the following further guidelines on the subject
with due regard to all applicable laws.
All banks shall ensure dignity of human being as per the
provisions of Constitution of Pakistan and shall make
special arrangements to ensure (i) that where consumers
have to make a queue in front of branch, drinking water,
shamiana or proper shelter is provided to protect them
from heat and rain(ii)that proper respect and proper treatment
is provided to all customers especially to senior citizens.
To educate consumers to avail aforesaid facilities, banks
would launch an advertisement campaign on electronic/print
media. Banks shall improve their complaint resolution
system in such a way that customers of utility companies
may easily lodge complaints concerning payment of utility
bills at banks and banks should resolve the complaint
promptly. This system should also enable the bank to easily
identify/segregate such complaints. The data with regard
to such complaints should be sent to SBP on monthly basis
as per the enclosed format on Excel Sheet (Annexure-A).
Banks will also provide the particulars of concerned officer(s)
dealing these issues.
Banks shall also inform their customers that they may
complain directly to State Bank of Pakistan and shall
also inform their customers about existing complaint
system of SBP to make this more effective. Banks are
advised to display the following information at their
branches and field offices enabling the customers to
lodge any complaint on the subject.
Officer (Utility Bills),
Banking Policy & Regulations Department,
State Bank of Pakistan,
Phone No. 021-32453555
Fax No. 021-99212506
Email: [email protected]
The above instructions
shall in no way be construed a limitation on the banks
from taking any other initiative to facilitate and increase
the comfort of consumers paying utility bills.
4. State Bank of Pakistan
will carry out surprise checks of the bank’s branches
to ensure adherence to the above instructions. Any violation
will attract penal action under the relevant provisions
of the Banking Companies Ordinance, 1962.
Please acknowledge receipt.
Encl: as above
Annexure - A