KARACHI: Pakistan’s central bank launched customer complaint service portal and app on Friday, calling it part of its effort to strengthen the banking sector’s efficiency by facilitating people to voice any grievances against it to ensure their timely redressal.
Pakistan has already created the position of Banking Mohtasib – or ombudsperson – whose primary role is to conduct independent and impartial investigations into customer complaints. The issues probed by the official appointed to the position by the government for a duration of four years typically relate maladministration, service delivery, charges, loans and other banking transactions.
While the legal mechanism to deal with customer complaints has remained in place for decades, it can be tedious and time consuming which sometimes deter people with genuine issues to resort to it.
The State Bank of Pakistan (SBP) said in an official statement that the new service called “Sunwai” – or hearing – would accept a range of financial complaints.
“‘Sunwai’ serves as a one-window operation for banking customers to register their complaints against Banks, Microfinance Banks (MFBs), and Development Financial Institutions (DFIs) operating in Pakistan,” it informed. “Now, customers can lodge their complaints related to any banking product or service, including Roshan Digital Accounts (RDA) through Sunwai for their timely resolution.”
The SBP said the service would be accessible through web browser and mobile application, allowing registered Android and iOS users to lodge complaints at their convenience in English or Urdu languages. It added each complaint would be assigned a unique tracking number that would be communicated to users through email or text message.
“Banks have been advised to ensure prompt and fair resolution of complaints well within turnaround times (TATs) as prescribed by SBP,” the official statement added. “This customer complaint service portal and app are expected to contribute significantly toward strengthening consumer trust in the banking industry.”
Pakistan’s central bank unveils streamlined customer complaints service for increased financial sector efficiency
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Pakistan’s central bank unveils streamlined customer complaints service for increased financial sector efficiency
- The country appoints banking ombudsperson to probe people’s grievances, but it can be tedious and time consuming
- The new digital service launched by the SBP is expected to strengthen consumer trust in the country’s banking industry
Pakistan accepts Trump’s invitation to join ‘Board of Peace,’ hopes for permanent ceasefire in Gaza
- Pakistan’s foreign office hopes board’s efforts lead to permanent ceasefire in Gaza, independent Palestinian state
- UAE, Egypt, Israel, Bahrain and others have also accepted Trump’s invitation to join body that aims to resolve conflicts
ISLAMABAD: Pakistan’s foreign office announced on Wednesday that Islamabad has accepted US President Donald Trump’s invitation to join his Board of Peace (BoP), hoping it would lead to the implementation of a permanent ceasefire in Gaza and the establishment of a Palestinian state.
The White House last week announced the names of some members of the BoP, a global body that aims to restore peace in areas affected by conflict including Gaza, where a fragile ceasefire has been in place since October 2025. Chaired by Trump, the board would include US Secretary of State Marco Rubio, Trump’s special envoy Steve Witkoff, former British prime minister Tony Blair and Trump’s son-in-law, Jared Kushner.
Pakistan joins the UAE, Egypt, Bahrain, Albania, Armenia, Azerbaijan, Belarus, Hungary, Kazakhstan, Morocco and Vietnam in joining the BoP. Israel announced on Wednesday its Prime Minister Benjamin Netanyahu will also be a member of the board.
“In response to the invitation extended to Prime Minister Muhammad Shehbaz Sharif by the President of the United States, H.E. Donald J. Trump, Pakistan would like to announce its decision to join the Board of Peace (BoP) as part of its ongoing efforts to support the implementation of the Gaza Peace Plan under the framework of the United Nations Security Council Resolution 2803,” the Pakistani foreign office said in a statement.
The foreign office said Pakistan hoped concrete steps will be taken toward the implementation of a permanent ceasefire, further scaling up of humanitarian aid for the Palestinians as well as reconstruction of Gaza with the creation of the board.
The statement said Islamabad also hopes these efforts will lead to the realization of the right to self-determination of Palestinians through a “credible, time-bound political process, consistent with international legitimacy and relevant UN resolutions, resulting in the establishment of an independent, sovereign, and contiguous State of Palestine, based on the pre-1967 borders with Al-Quds Al-Sharif as its capital.”
“Pakistan looks forward to continue playing a constructive role as part of the Board of Peace for the achievement of these goals as well as to end the suffering of our Palestinian brothers and sisters,” the statement concluded.
Pakistan has consistently supported the demand for Palestinian statehood under UN resolutions and has publicly criticized Israeli military operations in Gaza, while also opposing broader regional escalations, including attacks on Iran.
According to the BoP’s charter seen by international wire agency AFP, the board is “an international organization that seeks to promote stability, restore dependable and lawful governance, and secure enduring peace in areas affected or threatened by conflict.”
As chairman of the BoP, Trump has the power to pick members of an executive board to be “leaders of global stature” to “serve two-year terms, subject to removal by the chairman,” the board’s charter as seen by AFP reads.
