NIBAF Pakistan has successfully conducted a specialized Training of Trainers (ToT) session focused on Banking Conduct, Consumer Protection, and Fair Treatment of Customers at its Karachi campus. The session, held on October 13, 2025, was designed to strengthen regulatory understanding and promote ethical banking practices across the financial industry. Officers from SBP-BSC participated in the program, underscoring the growing emphasis on responsible financial conduct and consumer rights protection in Pakistan’s banking sector.
The training session was led by Ms. Bushra Shafiq, Ms. Humaira Ibrahim, and Ms. Kanwal Hanif, bringing together their extensive expertise to provide a comprehensive learning experience. The focus of the ToT program was to equip participants with the knowledge and tools required to implement and promote consumer protection principles within their institutions and to cascade this learning further within the banking ecosystem.
As the financial landscape evolves, consumer protection has emerged as a critical regulatory priority. The session addressed key areas including regulatory expectations, complaint handling mechanisms, fair treatment practices, and transparency in banking operations. Participants explored how well-structured consumer protection frameworks can enhance trust between financial institutions and their customers, ultimately strengthening the overall stability of the financial system.
The interactive format of the training allowed participants to engage in scenario-based discussions and case studies, deepening their understanding of practical challenges and solutions. Emphasis was placed on how financial institutions can foster a culture of fairness, ethical conduct, and accountability while ensuring compliance with existing regulatory frameworks. This approach aligns with global best practices that prioritize customer trust and protection as fundamental pillars of financial stability.
By targeting trainers from SBP-BSC, the program ensures that the knowledge and skills acquired during the session can be effectively disseminated across multiple banking institutions. This multiplier effect is a core element of NIBAF’s strategy to strengthen capacity building at a systemic level, enabling consistent application of consumer protection principles throughout the financial sector.
The session also highlighted the increasing importance of aligning banking practices with customer-centric approaches. By reinforcing principles such as transparency, fairness, and timely complaint resolution, banks can not only meet regulatory expectations but also improve customer experience and loyalty. This is particularly relevant in an environment where digital banking and new financial technologies are rapidly transforming how customers interact with banks.
NIBAF’s continued focus on such specialized training programs reflects its commitment to supporting the regulatory agenda of promoting responsible banking. By empowering officers with advanced understanding and practical tools, the institute plays a crucial role in fostering a more transparent, fair, and accountable financial system in Pakistan.
This Training of Trainers session is part of NIBAF’s broader strategy to build institutional capacity and support regulatory priorities that strengthen financial consumer protection. Such initiatives are expected to contribute to a more resilient and consumer-focused banking environment across the country.
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