Special Correspondent

Move to encourage communication channel between customers and banks

MUMBAI: The Reserve Bank of India on Monday asked banks to revive the branch level committees with greater involvement of customers, including senior citizens, to encourage a formal channel of communication between customers and banks at the branch level.

“It is desirable that branch level committees include their customers too. Further as senior citizens usually form an important constituency in banks, a senior citizen may preferably be included therein,” the RBI stated in a notification to banks.

In terms of recommendation of the working group on customer service in banks (Talwar Committee), banks were advised to establish customer service committees at the branch level. Further, in terms of recommendation of the committee on customer service in banks (Goiporia Committee), banks were advised to rejuvenate the branch level customer service committees. “It is, however, understood that such committees are either non-existent or in a dormant state.”

The branch level committees were also asked to submit quarterly reports giving inputs and suggestions to the standing committee on customer service, thus, enabling the standing committee to examine them and provide relevant feedback to the customer service committee of the board for necessary policy and procedural action.

“The branch level customer service committee may meet at least once a month to study complaints and suggestions, cases of delay, difficulties faced and reported by customers and members of the committee and evolve ways and means of improving customer service,” it added.