If You Have An Account In Government Banks Then This Is Good News For You, RBI Governor Gave Big Information

Customer Service in Banks: Customers of public sector banks will get better service. This information was given by RBI Governor Shaktikanta Das. He said that the first priority for financial institutions is to improve operational systems in banks, including further improving customer services. He also said that several steps have been taken including a CMS (Complaint Management System) portal for redressal of bank related complaints for customers. There are some loopholes for improvement by bank management which need to be removed. Das said at the RBI headquarters, “More reforms are needed at the governance (operational system) level in the banking sector. It is not that governance is not good. The steering system is still durable and reliable but could use more improvements.”

This, he said, means that wherever there are deficiencies, they have to be addressed. Where we see deficiencies, we inform the banks about it. And I am happy that banks are responding well in this direction. Risk management under governance, compliance function, internal audit, transparency in decision-making process, these are all things which always have room for improvement. What reforms does he want to see at the bank level? In response to which he said this. Asked about the need to improve customer services in public sector banks, the governor said, “We give priority to services and facilities provided to customers. Banks have also been made aware of this matter and banks are also paying full attention to this matter. However, some complaints continue to come in.”

He said, “Keeping this in mind, we have launched the Integrated Lokpal Yojana. It has a CMS (complaint management system) portal, through which anyone can lodge online complaints against financial institutions. The Ombudsman analyzes the complaint to find out where the service is lacking. After that necessary steps are taken. We are taking necessary steps to provide better services to customers and will continue to do so.”

RBI’s CMS portal is a software application to facilitate the grievance redressal process. The CMS portal can be used through the RBI website to register complaints against institutions under the purview of RBI. Complaints can be filed online here.

On the question of dissemination of grievance redressal mechanism at the bank branch level, Das said, “The bank management decides what and how to promote and disseminate it at the bank branch level. But we often tell banks that customer service is important. The reputation of banks is tied to the service they provide to customers.” To another question, Das said, “People know where to complain. It is possible that the complaint was not properly attended to by the concerned branch. In such a situation, the customer can go up and complain. Every bank has a complaint portal, you can complain there. If you are not satisfied even with that, you can send a complaint to the RBI Ombudsman.