Fair Treatment of Customers Policy

Bank-e-Millie Afghan (BMA) is committed to treating all customers fairly, respectfully, transparently, and professionally.

The Bank ensures that customers:

ü  Receive clear and accurate information about products and services.

ü  Are informed about applicable fees, charges, terms, and conditions.

ü  Have their personal and banking information protected.

ü  Can access fair and professional customer service.

ü  Can submit complaints and receive appropriate assistance.

ü  Are treated with dignity and without unfair discrimination.

BMA continuously works to improve customer experience and ensure compliance with applicable laws, regulations, and banking standards.

 Customer Complaints Handling Policy

Bank-e-Millie Afghan (BMA) is committed to handling customer complaints fairly, transparently, professionally, and in a timely manner.

The Bank ensures that customers:

ü  Can submit complaints through designated Bank channels.

ü  Receive respectful and professional assistance.

ü  Have their complaints reviewed fairly and confidentially.

ü  Receive appropriate responses and updates where applicable.

ü  Can provide feedback to help improve the Bank’s products and services.

BMA continuously works to resolve customer concerns effectively and improve the overall customer experience in accordance with applicable laws, regulations, and Bank procedures.

 Privacy Policy / Privacy Protocol

Bank-e-Millie Afghan (BMA) is committed to protecting the privacy and confidentiality of customer information.

The Bank ensures that:

ü  Customer information is collected and used for legitimate banking purposes.

ü  Personal and financial information is protected against unauthorized access or disclosure.

ü  Customer information is handled in accordance with applicable laws, regulations, and Bank policies.

ü  Appropriate security measures are maintained to protect customer information.

ü  Customer information is not disclosed to unauthorized parties, except where required or permitted by applicable laws and regulations.

BMA continuously works to maintain the confidentiality, security, and integrity of customer information.

Customer Rights & Responsibilities

Bank-e-Millie Afghan (BMA) is committed to protecting customer rights and promoting responsible banking relationships.

Customer Rights:

ü  To receive fair, respectful, and professional service.

ü  To receive clear and accurate information about products, services, fees, and terms.

ü  To have personal and financial information protected.

ü  To submit complaints and receive appropriate assistance.

ü  To receive services without unfair discrimination.

Customer Responsibilities:

ü  To provide accurate and complete information to the Bank.

ü  To protect account details, cards, PINs, passwords, and other security information.

ü  To comply with applicable terms, conditions, laws, and Bank requirements.

ü  To promptly report any suspicious or unauthorized transaction.

Terms & Conditions

The Terms & Conditions of Bank-e-Millie Afghan (BMA) set out the general rules governing the use of the Bank’s products and services.

Customers are expected to:

ü  Read and understand the applicable terms and conditions before using a product or service.

ü  Provide accurate and complete information to the Bank.

ü  Comply with applicable laws, regulations, and Bank requirements.

ü  Pay applicable fees and charges as communicated by the Bank.

ü  Keep account, card, PIN, password, and other security information confidential.

ü  Promptly notify the Bank of any unauthorized or suspicious activity.

By using the Bank’s products and services, customers acknowledge and agree to the applicable terms and conditions.

Fees & Charges / Schedule of Charges

Bank-e-Millie Afghan (BMA) is committed to providing transparent information about fees and charges applicable to its products and services.

Customers can access information regarding:

ü  Applicable banking fees and service charges.

ü  Transaction and account-related charges.

ü  Card, ATM, and digital banking fees.

ü  Any applicable charges for other banking services.

Fees and charges may be updated from time to time in accordance with applicable regulations and Bank policies. Customers are encouraged to review the latest Schedule of Charges before using banking services.

AML/CFT & KYC – Customer Information

Bank-e-Millie Afghan (BMA) is committed to preventing money laundering, terrorist financing, and other financial crimes in accordance with applicable laws and regulations.

Customers are required to:

ü  Provide accurate and complete identification and customer information.

ü  Provide supporting documents when required by the Bank.

ü  Keep their customer information updated.

ü  Cooperate with the Bank’s KYC and verification requirements.

ü  Promptly inform the Bank of any changes to their personal or business information.

BMA applies appropriate KYC and AML/CFT measures to protect the integrity and security of the banking system.

ATM Usage Terms & Guidelines

Bank-e-Millie Afghan (BMA) provides ATM services to enable customers to access their accounts and perform eligible transactions conveniently and securely.

Customers are advised to:

ü  Keep their PIN and card details confidential.

ü  Never share their PIN with anyone.

ü  Follow the instructions displayed on the ATM screen.

ü  Take their card and cash before leaving the ATM.

ü  Immediately report lost cards, retained cards, or suspicious transactions to the Bank.

ü  Use ATMs carefully and avoid accepting assistance from unauthorized persons.

Customers should comply with applicable ATM terms, transaction limits, fees, and Bank requirements.

Islamic Banking / Shariah Governance Information

ü  Bank-e-Millie Afghan (BMA) is committed to providing Islamic banking products and services in accordance with applicable Shariah principles and regulatory requirements.

ü  The Bank ensures that:

ü  Islamic banking products and services are structured in accordance with Shariah principles.

ü  Relevant Shariah requirements are considered in the development and delivery of Islamic banking products.

ü  Appropriate Shariah governance and oversight mechanisms are maintained.

ü  Customers receive clear information about applicable Islamic banking products, terms, and conditions.

ü  BMA is committed to maintaining transparency and Shariah compliance in its Islamic banking services.