CCPC URGES BANKS TO RESOLVE CONSUMER COMPLAINTS BEFORE ESCALATION TO THE COMMISSION

2025-09-23

The Competition and Consumer Protection Commission- Zambia (CCPC) has called on financial institutions to quickly address consumer complaints before they escalate to the Commission. Speaking during a courtesy visit by Access Bank on 23rd September 2025, CCPC Executive Director Mrs. Eunice Phiri Hamavhwa said financial institutions have an obligation to minimise complaints by resolving them effectively. She emphasised that consumers be granted access to branch managers whenever they are dissatisfied with services to allow grievances addressed at the earliest stage possible. Mrs. Hamavhwa noted that timely complaint resolution not only protects consumer rights but also strengthens trust between financial institutions and their clients. In response, Access Bank Zambia Limited Head of Customer Experience, Mr. Nicholas Muneku, said the bank has introduced a Fresh Desk platform which enables customers to lodge complaints and track progress until resolution. He explained that clients are kept informed at every stage of the process, a measure that has significantly reduced the number of unresolved complaints. Mr. Muneku further added that Access Bank conducts regular staff training to enhance service delivery and ensure employees are well equipped to handle customer concerns professionally. Access Bank also thanked the Commission for the support during the merger of the African Banking Corporation (ABC) and Atlas Mara.

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