Hilary Biduga, a long-serving Absa Bank Tanzania customer, has called for a review of age-based lending restrictions in Tanzania. As a successful businessman operating in the tourism and transport sectors, Mr Biduga believes that lenders should consider borrowers' financial position and repayment capacity when assessing loan applications, rather than solely relying on age. This call for change aims to give financially capable older customers greater consideration for credit.
Mr Biduga's remarks were made during the launch of Absa Bank Tanzania's Customer Service Week 2026 in Dar es Salaam. He commended Absa for its responsiveness to customers, particularly its efforts to listen to their concerns and provide prompt solutions when challenges arise. According to Mr Biduga, some retirees and older business owners have substantial assets and liquidity but face difficulties accessing credit because of age limits.
In response to customer concerns, Absa Bank Tanzania has reaffirmed its commitment to addressing customer needs promptly and strengthening a customer-focused culture across its operations. The bank's Managing Director and Chief Executive Officer, Mr Obedi Laiser, emphasized the importance of understanding customers' different financial ambitions, challenges, and expectations to provide appropriate and timely solutions.
Mr Laiser highlighted that customer service is not only about major initiatives but also consistency, responsiveness, and personalization in everyday interactions. He stated that every customer has a story, and every interaction with the bank becomes part of that story. Absa's brand promise is simple: "Your story matters," Mr Laiser said.
The bank is working to ensure employees take responsibility for resolving customer concerns, adding that customers view Absa as one institution rather than separate departments when assessing service quality. Mr Laiser also noted that technology will continue to play an important role in improving banking services but will be complemented by human interaction, empathy, and trust.
During the Customer Service Week celebrations, Absa management engaged customers to hear their experiences, expectations, and aspirations. Employees from different functions were recognized for their contribution to customer experience. Absa Director of Retail Banking, Ndabu Lilian Swere, said feedback collected during Customer Service Week would help the bank identify areas requiring improvement and enhance the overall customer experience.
The Customer Service Week 2026 launch in Dar es Salaam marked a significant milestone for Absa Bank Tanzania as it continues to prioritize customer satisfaction. By listening to customers and adapting to their needs, the bank aims to provide better services and improve financial inclusion for all Tanzanians, particularly older borrowers who face challenges accessing credit due to age-based lending limits.
Key points
- - Tanzanian borrowers face difficulties accessing credit due to age limits. - Absa Bank Tanzania has reaffirmed its commitment to addressing customer needs promptly and strengthening a customer-focused culture. - The bank aims to provide better services and improve financial inclusion for all Tanzanians.
