RBI/2006-2007/266
DBOD.No.Leg BC. 60 /09.07.005/2006-07 February
22, 2007 All
Scheduled Commercial Banks
(excluding RRBs) Dear
Sir, Analysis
and Disclosure of complaints -
Disclosure
of complaints / unimplemented awards of
Banking
Ombudsmen alongwith Financial Results The
Committee on Procedures and Performance Audit on Public Services (CPPAPS) had
recommended that banks should place a statement before their Boards analyzing
the complaints received. CPPAPS had further recommended that the Statement of
complaints and its analysis should also be disclosed by banks along with their
financial results. Further, a suggestion has been received that unimplemented
awards of the Banking Ombudsman should also be disclosed alongwith financial results.
2.
The matter has been examined in the light of enhancing the effectiveness of the
grievance redressal mechanism and banks are accordingly advised to place a statement
of complaints before their Boards / Customer Service Committees alongwith an analysis
of the complaints received. The complaints should be analysed (i) to identify
customer service areas in which the complaints are frequently received; (ii) to
identify frequent sources of complaint; (iii) to identify systemic deficiencies;
and (iv) for initiating appropriate action to make the grievance redressal mechanism
more effective. 3.
Further, banks are also advised to disclose the following brief details alongwith
their financial results:
A. Customer Complaints
| (a) |
No.
of complaints pending at the beginning of the year | |
(b) |
No.
of complaints received during the year | |
(c) |
No.
of complaints redressed during the year | |
(d) |
No.
of complaints pending at the end of the year |
B. Awards passed by the
Banking Ombudsman
| (a) |
No.
of unimplemented Awards at the beginning of the year | |
(b) |
No.
of Awards passed by the Banking Ombudsmen during the year |
| (c) |
No.
of Awards implemented during the year | |
(d) |
No.
of unimplemented Awards at the end of the year | 4.
Further, banks are also advised to place the detailed statement of complaints
and its analysis on their web-site for information of the general public at the
end of each financial year. Yours
faithfully (P.Vijaya
Bhaskar)
Chief General
Manager |