RBI Governor's advice to bank officials!
Reserve bank of india (RBI) governor Sanjay Malhotra told banks to avoid calling customers repeatedly for 'KYC' documents. The RBI governor said, "We need to ensure that once the customer submits documents to the financial institution, we do not pressurize them to obtain the same documents.
Addressing the annual conference of RBI Ombudsmen, governor Sanjay Malhotra clarified that submitting documents to any entity supervised by the financial regulator makes it possible for others to access them from a common database, and advised to avoid repeated requests, terming it as an inconvenience for the customers. The RBI governor regretted that most banks and non-banking financial companies (NBFCs) have not provided their branches or offices with the facility to obtain information from the central database, due to which customers face inconvenience. Sanjay Malhotra said, "This can be facilitated soon and it will be in the interest of all."
The RBI governor said, we are involved in the business of customer service but I believe that we are not spending time on customer service and redressal of their complaints, as a result of which a large number of complaints received by banks and NBFCs are not being resolved and hence they are coming to the RBI Ombudsman. The RBI governor said that in the last two years, there has been an annual increase of 50 per cent in the complaints received under the RBI Ombudsman Scheme. A total of 9.34 lakh complaints have been received by the RBI Ombudsman in 2023-24. He informed that the number of complaints processed in the RBI Ombudsman office increased by 25 per cent from about 2,35,000 in 2022-23 to about 2,94,000 in 2023-24. The RBI governor said, this requires immediate attention.
The RBI governor has advised the MD-CEO, Regional Manager and Branch Managers of the banks to spend some time every week on redressal of complaints.
click and follow Indiaherald WhatsApp channel