‘Integrated Grievance Portal should be started for complaints of bank customers’
   Date :26-Nov-2021

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ASHWANI Rana, founder of Voice of Banking has sent a letter to the Governor of Reserve Bank of India (RBI), Mumbai suggesting that an Integrated Grievance Portal should be started for all types of complaints of customers of all banks and NBFCs.
In the letter, he mentioned that the Integrated Ombudsman Scheme of Reserve Bank of India (RBI) has been launched by the Prime Minister. 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. Customers can submit their complaints, submit documents, and check the status of their complaints/documents at one place.
He said, “The RBI should also launch a similar Integrated Grievance Portal for all type of complaints for the customers of all banks and non-banking financial companies. Most of the customers lodge their complaint to the bank’s branch, customer service centre, 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 one complaint.”
“If an Integrated Complaint Portal is started for banks, 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,” he said.
He explained that 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 RBI and the customer will not have 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,” he pointed out.
These suggestions have been given in the interest of the banks/NBFCs and customers, he further added.