A bank committed to its customers
It is with a desire for proximity with its customers, whether individuals or companies, that the Bank has developed a network of banks and branches in the heart of the country as well as certified procedures. Placing the customer at the centre of its concerns, the Banque Populaire is committed to providing services tailored to their needs, in a Quality approach that is articulated around three main complementary axes:
- Mastering the customer complaints database.
- Optimising processes that have a significant impact on service quality.
- Certifying procedures that have high added value for the customer.
This Quality Charter also allows for rapid processing of complaints, participating in developing the customer's capital of trust.
While direct contact with customers and traditional letters remain the preferred means of communication, they are complemented by tools and a powerful information system to meet the various expectations: website, new publishing functionalities, Arabic language for statements with customer targeting, automation of the writing of assistance contracts, etc.
A commitment to transparency towards suppliers
The Banque Populaire has always maintained good intelligence and transparency with its suppliers, based on respect for market rules, a fundamental principle of the system for governance of the Group's activities and business. It also applies internal procedures and rules to reinforce the legal, regulatory and professional duties of the bank's organisations, including:
- An internal control system.
- The rules of ethics of the financial market.
- Provisions relating to Law 45-03 to combat money laundering, financial crime and corruption.
Fair competition
The Banque Populaire is committed to strict adherence to competitive practices, particularly through high use of open calls for tenders. It guarantees fairness in the treatment of suppliers through the establishment of tender commissions and the existence of procedures relating to awarding of contracts.
A supplier assessment system
The Banque Populaire's responsibility presupposes an effective match between its suppliers and the social body in which they operate. In the context of a win-win relationship, it requires assurance that its suppliers and subcontractors comply with the conditions for contract performance and human rights (in particular child labour or forced labour).
