ISLAMABAD, April 5: The Supreme Court on Wednesday ordered the State Bank of Pakistan (SBP) to develop guidelines to protect consumers from the humiliation and maltreatment they face while paying utility bills in commercial banks. A bench, comprising Chief Justice of Pakistan Justice Iftikhar Mohammad Chaudhry, Justice Mian Shakirullah Jan and Justice Syed Jamshed Ali, directed SBP Governor Shamshad Akhtar to convene a meeting with citizens and all stakeholders within a month to work out a policy to make it easier for people to pay.
However, the Chief Justice made it clear that the entire cost of collecting bills of electricity, gas, water and telephones should be borne by banks without burdening consumers. A copy of the policy is required to be placed before the apex court to be considered on May 8, the next date of hearing.
The apex court issued the directive while hearing a suo motu notice on a report of Justice Syed Jamshed Ali regarding complaints of subscribers about discriminatory, humiliating and degrading treatment.
It was said that despite the fact that people deposited their hard-earned money there was no arrangement to help them. They are not allowed to enter the main premises of the bank; instead they are asked to stand in queues outside the bank, be it summer or winter. This is done despite the fact that all commercial banks charge the utility service providers a service fee on each bill.
In his report, Justice Ali described the treatment meted out to depositors as below human dignity.
During the hearing, the Chief Justice suggested to representatives of the SBP to consider expanding the scope of accepting utility bill payments through online banking or making all banks, post offices, civic centres, universities, colleges, petrol pumps and utility stores points for bill payment.
Unemployed youths can also be involved for door-to-door collection of bills on payment of commission from the nine per cent service charge of banks, the Chief Justice observed.
Deputy Attorney General Nahida Mehboob Illahi submitted before the court a November 10, 1997, circular issued by the SBP in which a policy was issued asking commercial banks to accept payments through cross cheques, drafts or pre-paid mode, and to make arrangements for proper seating of consumers and provision for drinking water.
