Customer service is NCSL’s top priority

Letters

WE refer to a complaint published on Friday’s The National by Loyal NCSL Member regarding an incident that took place at our Nasfund Contributors Savings and Loans Society (NCSL) Lae branch on Oct 15.
The society apologises for the unprofessional behaviour displayed by one of our branch staff towards our valued members.
We assure the writer and all our valued members that we take customer services very seriously as clearly stipulated on our value statement that customer service is our top priority.
We have undertaken a thorough investigation into what had happened and the behaviour displayed by our officer does not align with the values espoused by NCSL, which includes treating everyone with respect and dignity.
As a result, we have reprimanded the officer involved.
NCSL values the relationship with each of its 140,000 members around the country and we exist because of our valued members.
Any behaviour on the part of NCSL staff that does not recognise this will not be tolerated by the management.
We have also a defined escalation process to manage all complaints and issues raised by members that are not satisfactorily resolved by our member service officers at the branch, and such complaints and issues can be escalated on email address [email protected]or call 313 2019.
Our sincere apologies again for this experience.

Vari Lahui,
NCSL Chief Executive Officer