The Reserve Bank is examining the issue of expansion of offices of banking ombudsman and ‘it will take a holistic view at an appropriate time in this matter’.
The status of implementation of awards issued by these offices is also being monitored on an ongoing basis, according to a top Reserve Bank official.
Banks are being constantly reminded about the need to comply with the awards, according to a communication to Samir Ghosh, Convener, United Forum of Reserve Bank Officers and Employees.
Earlier, the forum had written to the Reserve Bank Governor saying the office of the banking ombudsman should be made accessible to small banking customers in the metros as well as in smaller cities and towns.
This had become imperative with the induction of at least 12 crore new account holders, mostly below poverty line, under the Jan Dhan Yojna programme.
As they engage in banking activities, complaints on services are also expected to increase manifold, the forum had said in the letter. There is also 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 the banking ombudsman in its own newly opened offices, which are called tier-III offices, catering to clientele in far-flung areas.
It was in this context that the Governor’s attention was invited to 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.