National Bank of Poland improves its customer service
On June 21st, 2001 the Management Board of the National Bank of Poland adopted a resolution on the introduction of Rules of opening and operating PLN-denominated bank accounts for non-bank entities by the National Bank of Poland.
Besides formal changes resulting from changes in the Act on the National Bank of Poland, the Banking Act, the Act on social insurance system, the Act on public finance and the Finance Minister Ordinance on the detailed way of the state budget carryout, the resolution also introduces essential changes that affect the increase of the customer service standard.
First, the NBP pledges to effect money settlements within maximum term that does not exceed four business days.
Second, principles of the bank's responsibility for a failure to effect or incorrect effecting of a payment order are precisely defined.
Third, the resolution introduces the bases for electronic contacts between customers and the bank in a form of submitting floppy discs containing payment orders protected by a digital signature.
Fourth, there is introduced the possibility of a safe telephone contact between customers and the bank in order to get information on the account balance and operations.
An essential new feature is shifting the burden of the stipulated conditions between customers and the bank from the rules to the bank account agreement. Inserting into the agreement the detailed technical conditions affecting the operation of the account is essential for customers.
Moreover, the resolution introduces, inter alia, a sample of an agreement to operate an account in a system of an electronic data exchange. This type of agreement will be applied in such a vulnerable area as servicing social insurance contributions.
The National Bank of Poland is getting prepared to the next step aimed at improving the quality of the provided services. Now, there is performed a final preparation of electronic banking that will enable operating of all accounts at the NBP with the application of the electronic data exchange and Internet. This kind of service is planned to be available to the first customers in autumn 2001.