i) All branches should accept payment of bills of Rs.1000/- and above by cheque from their account holders. These cheques should be accepted at normal banking counters instead of windows designated for cash bill collection.

ii) Bill collection timing of 9:00 a.m. to 5:00 p.m. should be prominently displayed at all the bank branches. Particulars of the nearest branch accepting bills upto 8:00 p.m. should also be displayed at every branch.

iii) Banks should publicize the fact that a bill can be paid at any branch of any bank collecting utility bills or the post office within a city/town. It does not have necessarily to be paid in a branch located closer to the billed premises. Moreover, public be advised to tender exact cash at the time of payment of bills to save their own and others’ time.

iv) Banks and the post office department should work with large companies, corporations and government departments to evolve a system whereby the corporation/department can make arrangement for collection of bills through their own staff assisted by bank staff, prepare scrolls and deposit the same in lump sum with the bank branch or the post office.

v) The banks having ATM facility are allowed to enter into agreements with the utility companies for collection through ATM.

vi) Banks should finalize arrangements with the utility companies and the service providers for payment of bills through Internet. Particulars of bank branches having Internet connections should be advertised in the media and on the websites of banks and the utility companies. Moreover, the collection of bills through Internet should be publicized and the public should be educated about the option of paying bills through Internet.

vii) The banks should adopt a system of internal monitoring on the following lines:

a) Every branch/unit collecting utility bills should send a monthly report by 10th of every month to the Zonal/Regional Office for onward submission to a focal point at Head Office of the bank giving details of number of bills collected during the month and the progress made towards time saving, queue reduction etc.

b) As part of the monthly feed back process, a committee will be formed in each branch/unit which will be made directly responsible for ensuring compliance to the laid down instructions, submission of the monthly reports and incorporating customer feed back therein.

c) A Comment Card in every branch/unit will be introduced whereby suggestions will be solicited from customers for further improving the service. The card will have a pre-paid stamp and will be addressed directly to the concerned senior executive/focal point responsible in Head Office.

d) Surprise checks by senior staff monitoring the work of utility bills collection shall be conducted.

2) In exercise of the powers vested in the State Bank of Pakistan under the Banking Companies ordinance, 1962, you are hereby directed to implement the above recommendations in letter and spirit. Moreover, the compliance of instructions earlier issued on the subject from time to time should also be ensured. It may kindly be clearly noted that the State Bank will intensify surprise checks by its inspection teams to ensure meticulous compliance of this directive. Banks found violating the laid down instructions will be subjected to levy of penalty under the relevant provisions of BCO, 1962.

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