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In order to improve the internal grievance redressal mechanism at banks, the Reserve Bank of India, on Wednesday, said the revised Internal Ombudsman (IO) scheme will be extended to all banks, excluding regional rural banks (RRBs). Further, banks could appoint more than one IO, depending on the volume of business.
Select banks were advised in May 2015 to appoint IOs as the apex authority for redressal of customer complaints.
Revised instructions in this regard will be issued by the end of September 2018, the central bank said.
RBI Deputy Governor, MK Jain, said: “It has been decided to extend the IO scheme to all SCBs, excluding RRBs, with 10 or more banking outlets. It will further improve customer service.
“In view of rising customer base and fast-paced growth of digital transactions, the banks would have the option to appoint more than one IO, depending on their assessment of the volume and nature of accounts.”
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