Dear Editor,
I refer to the Stabroek News Editorial of November 23rd and the Guyana Human Rights Association letter in the Sunday Stabroek of November 25 2018. I would like to add a few cents.
Whilst it is encouraging that the regulatory agency is finally addressing some of the issues of consumers in the banking sector, it is still missing the mark. Addressing the issues of consumers regarding the difficulties in opening a bank account is great but there are more fundamental issues. The banks in Guyana have lost all common courtesies that are extended by the same banks in other places. I am referring to the lack of seating (which would not be necessary if we don’t literally spend hours in line) , accommodation for persons with babies and young children, no allowance for seniors and the disabled and lack of bathroom facilities. I have stood in line, on one foot breastfeeding a 15 day old baby in the line of a bank in Georgetown. A few days ago I had to literally beg to get some assistance after having waited 20 minutes in the line of a different branch of the same bank with a sick and screaming child. This is despite the bank writing to me that it has a policy of giving preference to pregnant women and women with babies and young children. I have also had to point out on several occasions, numerous persons with canes and other walking aids standing in long lines.
In other Caribbean territories, the same bank as soon as I enter the door, I am directed by the security to a seat or an available teller. One of the same banks went as far as establishing a play area for children of its customers. Citizens Bank is the only bank in Guyana where I have not had to point out to the staff, sometimes forcefully, that human decency requires that with a young child I should be given some preference.
These basic consumer issues should be also included in the regulator, the Bank of Guyana’s, discussions with the Banks. When I have raised these issues with my bank, why they do not have those standards and other financial products, I am told that each territory’s bank operates independently and this is Guyana and we are not so advanced. Needless to say none of those responses should satisfy the Guyanese financial consumers or the regulator.
Between having to show my birthmark to open an account and the indifference of the bank staff to its customers I long for the days when I could have just put my money under my mattress.
Lastly, whilst I am glad that the GHRA is taking note of the plight of the consumers, this really is an issue for the consumer agencies both governmental and non-governmental. The non-governmental consumer body should use its column to highlight and advocate for issues affecting consumers such as the consumer protection issues in banking. I am unaware if the governmental agency is doing anything. Both governmental and non-governmental consumer bodies in the Caribbean have addressed these and other issues through an IDB-funded project and the best and worst practices are documented. The work of the Jamaica Consumer Affairs Commission is documented on their website.
The Central Bank of Trinidad and Tobago had a multi-year programme of addressing consumer issues in banking in that country including a massive financial literacy programme. The Bank of Guyana can learn from their experiences. In addition, there are two banks in Guyana, Nova Scotia and Republic Bank who would, should or can be familiar with what the banks in that country have done to address consumer issues since they operate in that country as well.
The eye pass of the banks to Guyanese financial consumers must end.
Yours faithfully,
(Name and address supplied)
