The All-India Reserve Bank Employees Association has said that the banking ombudsman should extend easier redress to small banking customers not just in the metros but also in smaller cities and towns .

This becomes imperative with at least 12 crore new account holders, mostly below poverty line, inducted under the Jan Dhan Yojna programme.

As they engage in banking activities, complaints on services are also expected to increase manifold, Samir Ghosh, general secretary of the association, said in a letter to the Reserve Bank Governor.

There is a need to expand and revamp the Banking Ombudsman scheme as it is a ‘very customer and consumer-friendly mechanism’.

Tier-III offices

The apex bank may also consider opening offices of Banking Ombudsman in its own newly opened offices, which are called Tier-III offices, catering to clientele in far-flung areas.

The Association also brought to the Governor’s attention frequent reports about remedial/corrective actions suggested by the Banking Ombudsman not being acted upon by commercial banks.

This needs to be addressed on an urgent basis and, if warranted, sternly and promptly, so that customers are not exposed to hassles and hurdles, it added.

Related Topics
comment COMMENT NOW