The Citizen Charter of Banking Practice (the Charter) seeks to foster good relations between NRB Bank Ltd and its Customers and to promote good banking practice by formalizing standards of disclosure and conduct which the Bank shall observe when dealing with the Customers. The services which are provided to our respected clients of NRB Bank Ltd have been described in the Citizen Charter. Apart from this, the applicable interest rate of deposit & loan and other service charter against various services have also been described in the chart as we believe that customer Charter will be helpful for us to build a fair & firm relationship between Banker & Client.

Citizen Charter is manly a document of Service Providing Commitment through which an Organization/Institution informs the Citizen about their committed services. Bank is such a Financial Institution where Citizen get different banking Services which is the main activity of the bank. Moreover, Banks are also working to provide different Government Financial Services to the Citizens.

Bangladesh Bank urged Banks and Financial Institutions to form dedicated Citizen Charter Desk to ensure access of information of their services to the stakeholders.

In order to comply with directive of Bangladesh Bank, a cross functional team has been formed at NRB Bank Limited (NRBBL) to ensure effective implementations of Citizen Charter agendas. This dedicated desk shall diligently discharges its responsibilities as guided by Bangladesh Bank. In addition, as per Bangladesh Bank’s advice another monitoring team shall be supervising activities of NRBBL Citizen Charter desk.


NRB Bank aims to be the preferred provider of targeted financial services as a conduit for investment to and from Bangladesh for our Bangladeshi communities both domestically and internationally, to accelerate the industrialisation of Bangladesh.

We will strengthen these relationships by providing the right solutions that combine professionalism, expertise and financial strength.


To be the leading dedicated financial institution for NRBs to invest in Bangladesh and for Bangladeshi individuals and corporates to access international markets.

Corporate Head Office

  • Uday Sanz
  • Block: SE (A), Plot: 2/B, Road: 134, South Avenue
  • Gulshan – 1, Dhaka-1212.

Contact Center

  • 24 Hour Call Center :+8809666456000 / 16568



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Sl Title Download
1 Citizen Charter Process Download
  • Customers shall follow the banking norms, practices, functional rules etc.
  • Customers shall abide by the terms and conditions prescribed for each banking product and services.
  • Customer shall maintain disciplinary arrangement at the customer service points.
  • Customers shall convey their grievance to the bank in proper way or in prescribed form.
  • Customers shall convey the bank any changes in their address, contact numbers, KYC & TP
  • Customers shall not try to show unreasonable persistence, demand, argument & behaviour
  • Customers generally shall ask any query at prescribed desk such as customers’ Service Desk, Help Desk , Information Desk or Enquiry Desk at first instance.
  • Customer should avoid misunderstanding as far as possible.

Focal Point:

Sl Name Grade EMP. ID Email Address Mobile Designation
1 Oli Ahad Chowdhury Head of Retail Banking Division 10858 +8801955544533 Focal Point
2 Md. Akhter-Uz-Zaman Senior Manager, Human Resources Division 10689 +8801955544524 Deputy Focal Point

Citizen Charter Team:

Sl Name Grade Position
1 Oli Ahad Chowdhury Head of Retail Banking Division Head of Implementation Team
2 Md. Abdullah Al Mamun Head of Division, CRM Member
3 Mohammad Khurshed Alam Patowary Senior Manager, Operations Division Member
4 Md. Khirul Islam Senior Manager, IT & ADC Operations Division Member
5 Md. Akhter-Uz-Zaman Senior Manager, Human Resources Division Member
6 Shantanu Kumar Paul Senior Manager, IT & ADC Operations Division Member
7 Salahuddin Ahmed Murad Manager, Brand & Communications Department Member
8 Shazia Afrin Retail Banking Division Member
9 Md. Habibur Rahman Retail Banking Division Member
SL Name Grade Position
1 Md Shakir Amin Chowdhury Deputy Managing Director Head of Monitoring Team
2 Mohammed Shaukat Ali Head of Division, Risk Management Department Member
3 Abu Md. Sabbir Hassan Chowdhury Head of Division, IT & ADC Operations Division Member
4 Mohammed Haider Akhlaque Head Of Human Resources Division Member
5 Md. Johir Uddin Shahriar Kabir Head of Division, Operations Division Member
6 Abul Fazal Mohammad Zakaria Huqe Head of Facilities Management Department Member
7 A. M. Zahed In-charge SME Banking Division Member

Citizen Charter Reports:

Sl Title Download
1 NRB Citizen Chartered 2nd Quarter Download

Customer Charter:

Sl Title Download
1 Customer Charter of NRBBL Download