Office of Bank Ombudsman goes to the people24 August 2004 - Daily Dispatch East London - The office of the Ombudsman for Banking Services (OBS) is readying itself to meet the challenge when the big four banks market a new product aimed at the bankless people of South Africa. OBS community marketing officer Bruce Manuel, who visited East London yesterday, said about 52% of the country's people do not have bank accounts. The top four banks have approached the Competition Board with a view to market a product for the bankless people."We want to be proactive in this market place," said Manuel. he said the OBS wanted to make all bank clients, including those who will be involved with the new product, aware of the OBS' functions. Manuel said it seemed the changing of the name of the Banking Adjudicator's office to that of the OBS in February was paying dividends. A survey conducted by independent market research company, Markinor, has revealed that the new name has rapidly gained acceptance among consumers in metropolitan areas throughout South Africa. Manuel, who was appointed as part of the OBS's drive to increase awareness of its existence, said it was a clear indication to banks and the OBS that both needed to be a lot more proactive in the lower- and middle income bracket, especially in light of the extension of affordable banking to the population of South Africa who did not bank. "The OBS believes it can make an important contribution towards enhancing trust and confidence in the banking industry amongst these presently excluded from it." The Banking Ombudsman, Advocate Neville Melville, earlier this year stressed the need for banks to improve on the promotion of the Ombudsman for Banking Services to their respective clients. "We would like this organisation to be seen to add value to the banks' service delivery channels. Our vision statement clearly indicates that the OBS will be known by all banks and their customers for its impartial and well-reasoned resolutions of all complaints, within four months." Manual said there were 15 adjudicators, many of them lawyers with a good grasp of banking, employed by the OBS' office. The OBS service was free to customers and available for disputes that could not be settled by the bank itself. If dispute resolution failed, the OBS would give a bank 15 days to respond to the complaint. The OBS was funded by the various banks in the country, who all are members of the scheme.
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