NIBAF Pakistan has successfully conducted a Training of Trainers (ToT) programme on Banking Conduct and Consumer Protection, reinforcing its role in strengthening institutional capacity and promoting responsible and customer-focused banking practices across Pakistan’s financial sector. The programme was held on January 05, 2026, at NIBAF Pakistan’s Islamabad Campus and was delivered in a face-to-face format, allowing for in-depth interaction and practical discussion.
The training was designed for stakeholders from the State Bank of Pakistan – Banking Services Corporation (SBP-BSC) and focused on equipping participants with a clear understanding of banking conduct standards and consumer protection frameworks. As financial systems become more complex and customer expectations continue to evolve, the importance of ethical conduct, transparency, and accountability within banks has grown significantly. The ToT programme aimed to address these needs by building the capacity of trainers who can further disseminate best practices within their respective institutions.
The sessions were facilitated by senior officials from the Banking Policy and Regulations Department (BPRD) of the State Bank of Pakistan. Ms. Bushra Shafique, Additional Director at BPRD, and Ms. Kanwal Hanif, Assistant Director at BPRD, led the training and shared regulatory perspectives on conduct risk, fair treatment of customers, and the responsibilities of financial institutions under existing regulatory frameworks. Their participation ensured that the content remained aligned with central bank expectations and supervisory priorities.
During the programme, participants were engaged in detailed discussions on the principles of banking conduct, including fairness, transparency, integrity, and accountability. The training also covered consumer protection mechanisms, focusing on complaint handling, disclosure requirements, and the role of banks in safeguarding customer interests. Emphasis was placed on how effective conduct standards contribute to trust in the banking system and help mitigate reputational and operational risks.
The ToT format was chosen to create a multiplier effect, enabling trained participants to act as resource persons within their organizations. By strengthening the skills and knowledge of trainers, NIBAF aims to support consistent application of conduct and consumer protection standards across the banking sector. This approach is particularly relevant as regulators place greater emphasis on market conduct supervision alongside prudential oversight.
NIBAF Pakistan has been actively supporting the State Bank of Pakistan’s broader agenda to promote ethical banking and strengthen governance frameworks within financial institutions. Programs such as this ToT align with ongoing regulatory reforms that seek to enhance customer confidence, improve service quality, and ensure that banks operate in a responsible and sustainable manner.
Participants also discussed real-world challenges faced by banks in implementing conduct standards, including balancing commercial objectives with consumer protection obligations. Interactive elements of the training allowed attendees to share experiences and explore practical solutions that can be applied in their day-to-day roles.
By hosting this programme, NIBAF Pakistan reaffirmed its commitment to developing human capital in the financial sector and supporting regulatory objectives through targeted learning initiatives. The ToT on Banking Conduct and Consumer Protection reflects a continued focus on building a banking ecosystem where customer rights are protected, regulatory expectations are met, and ethical considerations remain central to business practices.
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