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SHANGHAI: Domestic banks in the city are devising measures to deal with long queues at their outlets amid growing complaints from customers and threats from the regulator.

Analysts said domestic banks cannot ignore their lower-end customers as they court a higher-end group.

The recent outcry from customers over long waiting times at bank outlets prompted the regulator to urge domestic institutions to find solutions and threaten punishment.

Bank of Communications (BoCom) said yesterday it is "making effective steps" and regards the issue as a priority as it quickens its expansion and optimizes the structure of its customer base.

The bank will add more staff during rush hours like lunchtime and peak times when new mutual funds and treasury bonds are issued, it said in a statement yesterday.

The bank also said it would use counters reserved exclusively for VIP clients for regular customers when queues are long.

BoCom pledged to install water dispensers, newspaper stands and TV sets at its major outlets in a bid to improve the environment.

The Industrial and Commercial Bank of China said it would extend its business hours, set up a non-stop service in all its outlets during lunch hours and increase evening services.

Other banks in Shanghai said they would add more ATMs and self-service machines and guide their customers to use them.

Meanwhile, BoCom yesterday scrapped the contentious 0.3-yuan fee on inter-bank account enquiries at its ATMs. It was the first domestic bank to introduce the charge in May 2005 and was followed by other lenders.

Earlier this month, the China Banking Association banned its members, including most of the country's commercial lenders, from charging the fee from this Friday.

Bank of China also told its branches to drop the fee, but other banks have yet to make announcements.

(China Daily 04/19/2007 page14)

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