Service Level Agreements (SLA’s)
Being easy to do business with is an important part of Capital Security Bank Limited “CSB” approach to customer service. To assist with this and to allow our clients to better manage their banking activities with CSB we have put together the below SLA’s for your reference. Business Days/Office Hours & Phone Line Availability
Monday to Friday 8am to 4pm
Enquires via Electronic Channels (CSB Online, Email, Fax)
Expected Response Time
Received before 2pm
Same day
Received after 2pm
Next business day
Inward and Outward International Payment Requests
Expected Processing Time
Received before 12pm
Same day
Received after 12pm
Next business day
Domestic Cook Islands Payment Requests
Expected Processing Time
Received before 12pm
Same day
Received after 12pm
Next business day
Internal CSB Transaction Requests
Expected Processing Time
Received before 12pm
Same day
Received after 12pm
Next business day
New Account Applications
Expected Response Time
Received before 2pm
Within three business days
Received after 2pm
Within three business days of the next business day
New Product Establishment Requests (Fixed Deposits, Trading etc)
Expected Processing Time
Received before 2pm
Within three business days
Received after 2pm
Within three business days of next business day
All services are carried out during normal office hours, service requests that are received outside of the normal office hours will be carried over to the next business day. CAPITAL SECURITY BANK LIMITED Page 1 of 2