The RBI on Monday stated it has arrange a committee to guage the efficacy, adequacy and high quality of customer support in banks, NBFCs, and different entities regulated by it.
The six-member committee headed by former RBI deputy governor B P Kanungo has been requested to submit a report inside three months from the date of its first assembly, the central financial institution stated in a press release.
“Evaluate the efficacy, adequacy and quality of customer service in entities regulated by RBI vis-à-vis the existing RBI guidelines on customer service and identify gaps, if any,” is likely one of the phrases of reference given to the panel.
It may even assessment the rising and evolving wants of the customer support panorama, particularly within the context of evolving digital/ digital monetary merchandise and distribution panorama and counsel appropriate regulatory measures.
Besides, it has additionally been requested to establish one of the best practices, adopted globally and domestically, in customer support and grievance redressal, particularly for enchancment in providers rendered to retail and small prospects, together with pensioners and senior residents.
Suggesting measures to leverage expertise for enhancing customer support efficiencies, upgrading inner grievance redress mechanism in Regulated Entities and strengthening the general shopper safety framework of RBI, is one other activity given to the panel.
Other members of the panel are: A Ok Goel (Chairman IBA and MD & CEO, PNB), A S Ramasastri (former Director, IDRBT), Amitha Sehgal (Hon. Secretary, AIBDA), Rajeshri N Varhadi (Professor, University of Mumbai), and Anil Kumar Sharma (Executive Director, RBI).
The RBI additional stated the Committee can also invite area specialists and RBI officers for consultations and/or to take part in its deliberations.
Source: www.financialexpress.com”