Citizen Charter

The primary objective of the Citizen Charter is to clearly define and publicly share the service-related commitments of organizations to citizens. It is intended to make public administration more accountable and user-focused, while promoting transparency and ensuring the right to information in an open and easily understandable manner.

In this context, the Cabinet Division of Bangladesh issued a circular in 2017 underscoring the importance of the Citizen Charter. Following that, Bangladesh Bank instructed all banks and financial institutions to establish dedicated Citizen Charter Desks to ensure stakeholders have access to relevant service information.

In compliance with this directive, Eastern Bank PLC (EBL) has formed a cross-functional team to effectively implement the objectives of the Citizen Charter. The dedicated desk will carry out its responsibilities in accordance with the guidelines provided by Bangladesh Bank. Additionally, as per the central bank’s advice, a separate monitoring cell has been set up to oversee the activities of EBL’s Citizen Charter Desk.

EBL Citizen Charter Desk Focal Point