[AI] FW: RBI committee on customer service

Asudani, Rajesh rajeshasudani at rbi.org.in
Fri Jun 4 07:36:23 EDT 2010


It is publicly available on RBI website under notifications, Don't know whether it has been published anywhere.


Regards

"If you believe that there is a God, a God that made your
body, and yet you think that you can do anything with
that body that's dirty, then the fault lies with the manufacturer."

                                             --Lenny Bruce

(Rajesh Asudani)

Assistant General Manager,
Reserve Bank of India
Nagpur
09420397185
O: 0712 2806676
Res: 0712 2591349



-----Original Message-----
From: accessindia-bounces at accessindia.org.in [mailto:accessindia-bounces at accessindia.org.in] On Behalf Of Subramani L
Sent: Friday, June 04, 2010 5:12 PM
To: accessindia at accessindia.org.in
Subject: Re: [AI] FW: RBI committee on customer service

Is this a published news?

Subramani

-----Original Message-----
From: accessindia-bounces at accessindia.org.in
[mailto:accessindia-bounces at accessindia.org.in] On Behalf Of Asudani,
Rajesh
Sent: Friday, June 04, 2010 12:10 PM
To: accessindia at accessindia.org.in
Subject: [AI] FW: RBI committee on customer service




From: vib-india at googlegroups.com [mailto:vib-india at googlegroups.com] On
Behalf Of Asudani, Rajesh
Sent: Friday, June 04, 2010 12:04 PM
To: vib-india at googlegroups.com
Subject: (VIB) RBI committee on customer service

Date : 03 Jun 2010

Reserve Bank constitutes Committee on Customer Service in banks

The Reserve Bank of India has constituted a Committee under the
chairmanship of Shri M. Damodaran, former Chairman, Securities and
Exchange Board of India, to look into banking services rendered to
retail and small customers, including pensioners. The Committee will
also look into the system of grievance redressal mechanism prevalent in
banks, its structure and efficacy and suggest measures for expeditious
resolution of complaints.
The other members of the committee are:
1. Smt. P. Rajyalakshmi Rao, former member, National Consumer Disputes
Redressal Commission, New Delhi,
2. Shri Ashok Rawat, Hon. Secretary, All India Bank Depositors'
Association, Mumbai,
3. Shri M. V. Nair, Chairman, Indian Banks' Association and Chairman and
Managing Director, Union Bank of India, Mumbai,
4. Shri B. M. Mittal, Chief Executive Officer, Banking Codes and
Standards Board of India, Mumbai,
5. Shri M. S. Sundara Rajan, former Chairman and Managing Director,
Indian Bank, Chennai,
6. Shri S. Gopalakrishnan, former Banking Ombudsman, Chennai and former
Chairman and Managing Director, Vijaya Bank, Chennai and
Shri Kaza Sudhakar, Chief General Manager, Customer Service Department,
Reserve Bank of India, Central Office, Mumbai will be the Member
Secretary.
The terms of reference of the Committee are :
1. To review the existing system of attending to customer service in
banks - approach, attitude and fair treatment to customers from retail,
small and pensioners segment.
2. To evaluate the existing system of grievance redressal mechanism
prevalent in banks, its structure and efficacy and recommend measures
for expeditious resolution of complaints. The committee may also lay
down a suitable time frame for disposal of complaints including last
escalation point within that time frame.
3. To examine the functioning of Banking Ombudsman Scheme - its
structure, legal framework and recommend steps to make it more effective
and responsive.
4. To examine the possible methods of leveraging technology for better
customer service with proper safeguards including legal aspects in the
light of increasing use of Internet and IT for bank products and
services and recommend measures to enhance consumer protection.
5. To review the role of the Board of Directors of banks and the role of
regulators in customer service matter.
The Committee is expected to submit its report within a period of four
months from its first meeting.
It may be recalled that the setting up of the Committee was announced in
the Annual Policy Statement for the year 2010-11.
G. Raghuraj
Deputy General Manager
Press Release : 2009-2010/1633







Regards

"Perhaps our role on this planet is not to worship God-- but to create
Him."

                                        --Arthur C. Clarke

(Rajesh Asudani)

Assistant General Manager,
Reserve Bank of India
Nagpur
09420397185
O: 0712 2806676
Res: 0712 2591349




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