Banking Division At Your Service

The Bank of Zambia through Banking Division provides banking services to Government and Commercial banks, and is a Settlement Agent as provided in the National Payment Systems Act. The Bank also offers limited banking services to internal customers. These services are offered at both Head and Regional Offices.

Our mission as Banking Division is "To deliver efficient and effective banking services to all our customers".

Our service delivery decisions and actions are underpinned by the Bank of Zambia's value system embedded in its Vision, Mission and Core Values.

Customer Service Charter

The Customer Service Charter outlines the standards of service you should expect in your interaction with Banking Division. The adoption of the Charter constitutes an undertaking by the Division to provide banking services of high standard in line with best practice, relevant laws, rules and guidelines. The charter outlines our commitments and responsibilities and also specifies your obligations in order to enable us uphold our service commitments on time. It also provides the steps for expressing yourselves in the event that you are dissatisfied with our service delivery. This charter is a living document and will be revised as and when there are changes in the business environment.  This customer service charter provides our service commitment to you and should not be construed to be a legally binding document.

Should you have any Banking Customer Service related queries, kindly contact us on email, banking.customerservice@boz.zm