Our Service Standards

All applicants are to comply with screening requirements and or any other prerequisites before the applications are forwarded to Head Office.

All applications received are processed within the approved service standards.

Where an application is not processed within the agreed service standard, members are encouraged to utilize the escalation process at NCSL. Members are also urged to report any service issues to email complaints@ncsl.com.pg or telephone 313 2019.

Member Registration

Process time:   2 business days

Process stages

Escalation process

Where any of the above service standards have not been met, the escalation process is as follows:

Step 1: First follow up email to be sent to the respective Membership officer handling the NCSL product application with copy of email to Manager responsible.

Step 2: If no response to the first follow up email within 24 hours, raise 2nd follow up to Manager responsible for resolution with copy of email to Manager Branch Support and Customer Services.

Step 3: If no response to the 2nd follow up within 24 hours, matter to be escalated to General Manager Vari Lahui.

 

Withdrawals (Online/Manual)

Process time:   1 business day

Process stages

Escalation process

Where any of the above service standards have not been met, the escalation process is as follows:

 Step 1: First follow up email to be sent to the respective Withdrawals Officer handling the NCSL product application with copy of email to Manager responsible.

 Step 2: If no response to the first follow up email within 24 hours, raise 2nd follow up to Manager responsible for resolution with copy of email to Manager Branch Support and Customer Services.

 Step 3: If no response to the 2nd follow up within 24 hours, matter to be escalated to General Manager Vari Lahui.

 

Loans (1:1 Loans)

Process time:   1 business day

Process stages

Escalation process

Where any of the above service standards have not been met, the escalation process is as follows:

 Step 1: First follow up email to be sent to the respective Loans Officer handling the NCSL product application with copy of email to Manager responsible.

 Step 2: If no response to the first follow up email within 24 hours, raise 2nd follow up to Manager responsible for resolution with copy of email to Manager Lending, Bernard Geita.

 Step 3: If no response to the 2nd follow up within 24 hours, matter to be escalated to General Manager Vari Lahui.
 

 

Loans (1:2 Loans)

Process time:   2 business days

Process stages

Escalation process

Where any of the above service standards have not been met, the escalation process is as follows:

 Step 1: First follow up email to be sent to the respective Loans Officer handling the NCSL product application with copy of email to Manager responsible.

 Step 2: If no response to the first follow up email within 24 hours, raise 2nd follow up to Manager responsible for resolution with copy of email to Manager Lending, Bernard Geita.

 Step 3: If no response to the 2nd follow up within 24 hours, matter to be escalated to General Manager Vari Lahui.

Refunds

Process time:   3 business days

Process stages

Escalation process

Where any of the above service standards have not been met, the escalation process is as follows:

 Step 1: First follow up email to be sent to the respective Withdrawals Officer handling the NCSL product application with copy of email to Manager responsible.

 Step 2: If no response to the first follow up email within 24 hours, raise 2nd follow up to Manager responsible for resolution with copy of email to Manager Member Services Robert Thadeus.

 Step 3: If no response to the 2nd follow up within 24 hours, matter to be escalated to General Manager Vari Lahui.

 

Payment of deceased members funds to declared beneficiaries

Process time:   1 business day

Process stages

Escalation process

Where any of the above service standards have not been met, the escalation process is as follows:

 Step 1: First follow up email to be sent to the respective Withdrawals Officer handling the NCSL product application with copy of email to Manager responsible.

 Step 2: If no response to the first follow up email within 24 hours, raise 2nd follow up to Manager responsible for resolution with copy of email to Manager Member Services Robert Thadeus.

 Step 3: If no response to the 2nd follow up within 24 hours, matter to be escalated to General Manager Vari Lahui.

 

Deceased Refunds with no beneficiaries declared

Process time:   3 business days

Process stages

Escalation process

Where any of the above service standards have not been met, the escalation process is as follows:

 Step 1: First follow up email to be sent to the respective Withdrawals Officer handling the NCSL product application with copy of email to Manager responsible.

 Step 2: If no response to the first follow up email within 24 hours, raise 2nd follow up to Manager responsible for resolution with copy of email to Manager Member Services Robert Thadeus.

 Step 3: If no response to the 2nd follow up within 24 hours, matter to be escalated to General Manager Vari Lahui.

 

NASCARE

Process time:   10 Business Days

Process stages

Escalation process

Where any of the above service standards have not been met, the escalation process is as follows:

 Step 1: First follow up email to be sent to the respective NASCARE Officer handling the NCSL product application with copy of email to Manager responsible.

 Step 2: If no response to the first follow up email within 24 hours, raise 2nd follow up to Manager responsible for resolution with copy of email to Manager Member Services Robert Thadeus.

 Step 3: If no response to the 2nd follow up within 24 hours, matter to be escalated to General Manager Vari Lahui.