Integrated Grievance Portal Should Be Set Up For Banks And NBFCs, Demands Voice Of Banking

Hundreds of complaints are received in banks in a day and hundreds of complaints turn into thousands by sending them to different places

Like the Integrated Ombudsman Scheme of the Reserve Bank, an Integrated Grievance Portal should also be started for all types of complaints of customers of all banks and non-banking financial companies (NBFCs). The Integrated Ombudsman Scheme of Reserve Bank of India has been launched by the Prime Minister. This is a welcome step. The scheme is based on the concept of ‘One Nation-One Lokpal’. Under this Scheme there will be a portal, an e-mail and an address where customers can file their complaints against banks, NBFCs etc. This suggestion has been given to the Reserve Bank of India (RBI) by Ashwani Rana, Founder of Voice Of Banking.

Customers can submit their complaints, submit documents, and check the status of their complaints/documents at one place. The Integrated Ombudsman Scheme integrates the existing three Ombudsman schemes of RBI, Banking Ombudsman Scheme 2006, Ombudsman Scheme for Non-Banking Financial Companies 2018, and Ombudsman Scheme for Digital Transactions 2019. If RBI regulated entities such as banks, NBFCs etc. are unable to satisfactorily resolve the customer’s complaint or do not respond within a period of 30 days, the customer can file his complaint with the Integrated Ombudsman Scheme.

The Reserve Bank should also launch a similar Integrated Grievance Portal for all type of complaints for the customers of all banks and non-banking financial companies. At present, for any kind of complaint, the customer makes his complaint to the concerned bank. Most of the customers lodge their complaint to the bank’s branch, Customer service center, Regional office, Circle office, Head office and even to the chairman of banks separately. Due to which different proceedings are started on the same complaint at all places and there is loss of manpower of the banks for the one complaint. If an Integrated Complaint Portal is started for banks also, then the customer will complain about any bank on one portal and from that portal the complaint will be sent to the concerned bank and the customers will not have to send the complaint to different authorities and offices. This will also benefit the efficiency of the banks.

Once the complaint is registered in this Integrated Grievance Portal, if the complaint is not resolved within a stipulated time, then such complaint will automatically go to the portal of Integrated Ombudsman Scheme of Reserve Bank of India and the customer have not to make a separate complaint. Hundreds of complaints are received in banks in a day and hundreds of complaints turn into thousands by sending them to different places,

Bank branch, Customer service centre, Regional office, Circle office, Head office and Chairman of banks. With the Integrated Grievance Portal, where banks will be able to resolve complaints with less staff, customers will also be able to know the status of their complaints through the portal.

At present, most of the complaints that come in banks are related to ATM and pass book printing, if banks installed good quality of machines and do AMC with reputed companies to take care of the machines, and then more than 50% complaints will not come.

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