All applicants must comply with screening requirements or any other prerequisites before applications are forwarded for processing.
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
- Screening – Day 1
- Approval – Day 1
- Account creation – Day 2
- Acknowledgment to customer – Day 2
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 application form. The officer’s immediate line manager must be copied on that email.
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 Chief Executive Officer.
Withdrawals (Online/Manual)
Process time: 1 business day
Process stages
- Screening – Day 1
- Certifying – Day 1
- Approval – Day 1
- Payment to account – Day 1
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 application form. The officer’s immediate line manager must be copied on that email.
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 Chief Executive Officer.
Loans (1:1 Loans)
Process time: 1 business day
Process stages
- Screening – Day 1
- CDB Search – Day 1
- Approval and funding – Day 1
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 application form. The officer’s immediate line manager must be copied on that email.
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.
Step 3: If no response to the 2nd follow up within 24 hours, matter to be escalated to Chief Executive Officer.
Loans (1:2 Loans)
Process time: 2 business days
Process stages
- Screening – Day 1
- CDB Search – Day 1
- Approval – Day 2
- Payment to account – Day 2
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 application form. The officer’s immediate line manager must be copied on that email.
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.
Step 3: If no response to the 2nd follow up within 24 hours, matter to be escalated to Chief Executive Officer
Refunds
Process time: 3 business days
Process stages
- Screening – Day 1
- Certifying – Day 1
- Approval – Day 2
- Funding of account – Day 3
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 application. The officer’s immediate line manager must be copied on that email.
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.
Step 3: If no response to the 2nd follow up within 24 hours, matter to be escalated to Chief Executive Officer.
Payment of deceased members funds to declared beneficiaries
Process time: 1 business day
Process stages
- Screening – Day 1
- Certifying – Day 1
- Approval – Day 1
- Funding of account – Day 1
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 application form. The officer’s immediate line manager must be copied on that email.
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.
Step 3: If no response to the 2nd follow up within 24 hours, matter to be escalated to Chief Executive Officer.
Deceased Refunds with no beneficiaries declared
Process time: 2 business days
Process stages
- Screening – Day 1
- Certifying – Day 1 – Day 2
- Approval – Day 2
- Funding of account – Day 3
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 application form. The officer’s immediate line manager must be copied on that email.
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.
Step 3: If no response to the 2nd follow up within 24 hours, matter to be escalated to Chief Executive Officer.
NASCARE
Process time: 10 Business Days
Process stages
Day 1 – Application Received
Day 2 – Application Sent to CLI
Day 3 – 5 – Claim is processed from CLI
Day 6 – 10 – Funds credit’s to member’s poro account
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 application form. The officer’s immediate Line Manager must be copied on that email.
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.
Step 3: If no response to the 2nd follow up within 24 hours, matter to be escalated to Chief Executive Officer.
