The Hindu Business Line : He is on hand to hear your grievances

"The rising expectations of customers are in part fuelled by banks themselves while marketing their products and technology. Grievances arise when branches are unable to cope with the demands and aspirations of a clientele sold on these virtues."

CHENNAI, April 2

BANKING Ombudsman for Tamil Nadu and the Union Territories of Pondicherry and Andaman & Nicobar Islands, Mr S. Krishnamurthy, is keen to improve the awareness of bank customers about his institution.

He is aware that most customers are still unaware of this inexpensive mechanism of resolving the service problems that they encounter. He has asked all banks in the region to display a board/poster about the availability of his good offices to redress grievances.

Mr Krishnamurthy comes to this office with an interesting background — with experience in both central and commercial banking. He served in the Reserve Bank of India where he held the post of Chief General manager and then served as General Manager in Indian Overseas Bank for five years and as Chairman of Tamilnad Mercantile Bank, Tuticorin, for another five years till 2002.

Mr Krishnamurthy also served as the first secretary of the Banking Service Recruitment Board in Chennai in the late seventies and recalls recruiting officers and clerks in thousands!

Mr Krishnamurthy points out that prior to nationalisation, the average number of customers served by a branch was around 60,000, while it has come down to around 15,000 now. Ironically, customer complaints have probably increased in this period.

Mr Krishnamurthy attributes this to the rising expectations of customers, which are also in part fuelled by banks who market their products and technology.

Grievances arise when branches are unable to cope with the demands and aspirations of a clientele which has been sold on these virtues. Recent complaints have been about the malfunctioning of ATMs, credit card frauds, hikes in service charges, maintenance of minimum balances etc. Normally complaints are about timings, updating pass-book, delays in crediting pension, or providing cheque books, delay in collection and other minor services.

Mr Krishnamurthy has been telling banks that he will not be satisfied with redressal of that particular grievance alone, but is concerned about what they do to tighten their systems and avoid recurrence of any lapses on their part. Under the expanded scheme of the banking ombudsman announced by the Reserve Bank of India last year, the banking ombudsman can also arbitrate between banks and their customers and also between banks themselves in the case of any disputes (provided the amount in dispute/claim is less than Rs 10 lakh). A few cases of disputes between banks regarding letter of credits/ issue of guarantees have come to his attention, he says. Mr Krishnamurthy's office functions at Kuralagam Building, Third Floor, No 9, Esplanade, Chennai - 600 108. He can be contacted at the following numbers — 044 - 25341645 and 25341619.

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