Bank-e-Millie Afghan (BMA), as the first and most trusted commercial bank in Afghanistan, is committed to ensuring that all its customers receive fair, respectful, and equitable treatment in accordance with the highest standards of banking practices. The Fair Treatment to Customers (FTC) Policy has been implemented in compliance with the requirements of Da Afghanistan Bank (DAB). This policy aims to prevent unfair practices that may harm the interests of customers and guarantees that all BMA customers have fair access to essential banking services, such as learning, earning, saving, investing, and protecting their assets and rights.

Objectives of the FTC Policy

The FTC Policy is designed to raise awareness of customer rights while utilizing BMA's products and services. The Bank is dedicated to providing its customers with the information necessary to make informed financial decisions, thereby enhancing overall customer satisfaction and trust. The objectives of this policy are as follows:

• Fair and Impartial Treatment: Ensure that all customers are treated fairly, equitably, and without discrimination, upholding the principles of justice and transparency in all banking transactions.
• Support for Vulnerable Groups: Provide tailored assistance to senior citizens, persons with disabilities, and other vulnerable groups to ensure they receive the services they require in a dignified and accessible manner.
• Customer-Centric Product and Service Design: Offer products and services that are aligned with the specific financial needs and requirements of our diverse customer base.
• Competitive Pricing: Ensure that all products and services offered by BMA are fairly priced, competitive within the market, and reflect the value delivered to customers.
• Staff Training and Development: Regularly train BMA staff to ensure they engage with customers in a fair, professional, and informed manner, maintaining the highest standards of customer service.
• Clear, Accurate, and Accessible Information: Provide customers with clear, comprehensive, and easily understandable information regarding all products, services, and policies, enabling them to make well-informed financial decisions.
• Timely and Effective Grievance Resolution: Maintain a robust and accessible complaint resolution mechanism to ensure that customer grievances are addressed in a prompt, transparent, and efficient manner.
• Confidentiality and Security of Customer Information: Uphold the utmost confidentiality and security of customer financial data, ensuring that all personal and sensitive information is protected from unauthorized access or disclosure.

Access to Information

In support of the FTC Policy, BMA provides the following resources to ensure transparency and facilitate customer access to essential information:

• Key Fact Sheet & Schedule of Charges: These documents outline all applicable charges for services provided by the Bank. They are readily available at all branches and on the official website.
• Branch Locator: For customer convenience, BMA offers an online branch locator, enabling customers to find the nearest branch. Please visit Branch Locator for more information.
• Customer Support: BMA's dedicated Call Center team is available at 1312, providing assistance and addressing inquiries 24 hours a day, seven days a week.

Commitment to Fair Treatment

By adhering to the Fair Treatment to Customers (FTC) Policy, Bank-e-Millie Afghan (BMA) demonstrates its ongoing commitment to fair and ethical banking practices, ensuring that the rights of all customers are respected and upheld in every interaction. The Bank’s dedication to providing high-quality services in a transparent, equitable, and customer-centric manner reflects its core values and mission to contribute to the economic empowerment of all individuals.