Circulars/Notifications - Banking Conduct & Consumer Protection Department  
  BC&CPD Circular Letter No. 02
June 01, 2016 

The Presidents / Chief Executives,
All Banks/MFBs


Dear Sirs/Madam,

DISCRIMINATING SENIOR CITIZENS AND PENSIONERS IN AVAILING BANKING FACILITIES

As you know that senior citizens are an important and priority segment of our society who deserve our special and dignified conduct while dealing with them. We, however, have been receiving complaints that some banks are reluctant in opening bank accounts and providing banking facilities including ATM card, credit card, etc. to the senior citizens/pensioners on one pretext or another. This is contrary to the instructions issued by SBP from time to time, specially BPRD Circular Letter No. 21 dated 19th August, 2008. Such discriminatory practices on the part of banks/MFBs are not acceptable and have been viewed seriously.

Accordingly, all banks/MFBs are strictly advised to desist from such type of practices and provide banking facilities to the senior citizens/pensioners as per their laid down criteria without any discrimination. Banks/MFBs are further advised to ensure that a high level conduct is observed by all their employees while dealing with the senior citizens/pensioners. In general training of staff special emphasis must be placed in dealing with senior citizens and pensioners. If any deviation is observed, appropriate disciplinary action should be taken against such employees.

Any complaint received by us and found to be true and violation of above instructions would be dealt with in accordance with the relevant provisions of Banking Companies Ordinance, 1962.

 

 

Yours truly,


(Muhammad Akmal)
Director

       
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