Sitting of tuesday 17th July 2012

(No. B/545)

Mr E. Guimbeau (First Member for Curepipe & Midlands) asked the vice-Prime Minister, Minister of Finance and Economic Development whether, in regard to the commercial banks operating in Mauritius, he will, for the benefit of the House, obtain from the Bank of Mauritius, information as to if -

(a) it will consider requiring them to operate a Complaints/Desk Services in each outlet thereof and, if so, when, and

(b) an Ombudsperson therefor will be appointed, and if so, when.

The vice-Prime Minister, Minister of Finance and Economic Development (Mr X. L. Duval): I think, Mr Deputy Speaker, Sir, I have just answered that question. I will go again.

With regard to part (a) of the question, I am informed that the Bank of Mauritius has requested all commercial banks to set up a complaints desk to address the issue of complaints from bank
customers.

As regards part (b) of the Question, my Ministry in consultation with the State Law Office is finalizing a draft Ombudsperson (Financial Services) Bill which will be issued as a Working Document to stakeholders for comments. The Bill will cover both banking and non banking services and I hope to bring the Bill before the end of the year.

Mr Guimbeau: Mr Speaker, Sir, can we have a timeframe from the hon. Minister when?

(Interruptions)

By the end of the year?

Mr Duval : Yes.

Mr Guimbeau : Dans chaque branche de chaque banque ? The complaints desk will be set up?

Mr Duval: The complaints desk, Mr Deputy Speaker, Sir, is something that is presently ongoing and the Bank of Mauritius just provided me this information. The following seven commercial banks have set up a formal complaints desk – Bank of Baroda, Barclays, Banque des
Mascareignes, HABIM Bank, Bramer Banking Corporation, State Bank of Mauritius, ABC Banking Corporation – I’ll read the rest of the statement –‘The other banks do not have a formal complaints desk but have their own complaints procedures; they have indicated that they will set up a formal desk as being requested by the Central Bank’.

So, that is for the complaints desk and I have answered for the Ombudsperson.