This has a reference to the letter appearing in the Letters to the Editors column of your newspaper dated September 25, 2007 captioned Humiliation of Pensioners.
In this context National Bank of Pakistan would like to clarify that the Bank, besides automating pension, has been following an exhaustive plan to identify and designate some ideally located premises exclusively for pension payments. We have been examining the feasibility of transferring pensioners from Gulshan-e-Iqbal Branch to Urdu University Branch and District Council Branch situated in the vicinity of Gulshan-e-Iqbal where extended facilities for pensioners will be made available.
Special care will be taken to ensure that staff puts in all out efforts to serve all the pensioners with utmost dedication and care. Our management is also looking upon the possibility for separate counters for men and women wherever possible (depending upon space available) inside the Branch premises.
As an immediate remedial measure an inquiry for alleged misbehaviour and un-courteous attitude of officials of Gulshan-e-Iqbal Branch has been initiated by Regional Operations Chief, West Region, Karachi and stern action will be taken against those found guilty as per the Bank's rules.
We reassure that all field functionaries are regularly advised to augment their efforts in customer facilitation and review arrangements made for the pensioners for any improvement therein.
(The writer is Senior Vice President Customer Services & Operations Group, NBP.)
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