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The Reserve Bank of India has asked banks to make their grievance redressal mechanism simpler even if it is linked to the call centre of customer care unit, without the customers facing hassles of proving identity, account details, and so on.
In a circular to all banks, the central bank said adequate and wider publicity regarding the grievance redressal mechanism needs to be given by the respective financial services provider.
To make the mechanism more effective, the RBI has advised banks to ensure that the principal nodal officer appointed under the Banking Ombudsman Scheme is of a sufficiently senior level, not below the rank of a General Manager.
Contact details of the principal nodal officer need to be prominently displayed in the portal of the bank preferably on the first page of the Web site so that the aggrieved customer can approach the bank with a sense of satisfaction that he/she has been attended at a senior level.
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