What changed
The RBI has advised converting the earlier Ad hoc Committees on Procedures and Performance Audit of Public Services into Standing Committees on Customer Service. These committees may be chaired by the CMD or ED and may include non-official members for independent feedback. They will act as a bridge between bank departments and the Board's Customer Service Committee.
What it means for you
Banks now have a dedicated, permanent focal point for customer service with sufficient powers to evaluate departmental functioning. This ensures ongoing review of practices and procedures, timely implementation of RBI instructions, and periodic reporting to the Board's Customer Service Committee. The two committees will work in tandem to drive customer service improvements.
What you must do
- Convert existing Ad hoc Committees into Standing Committees on Customer Service
- Ensure the Standing Committee may be chaired by the CMD or ED and may include non-official members
- Entrust the committee with implementing RBI instructions, receiving feedback, and reviewing bank practices
- Submit periodic performance reports to the Customer Service Committee of the Board
- Confirm action taken to RBI as requested in the circular
Who it affects
All scheduled commercial banks (excluding RRBs), CMD/ED of banks, Customer Service Committee of the Board, Non-official members of the committee
Who should chair the Standing Committee on Customer Service?
The committee may be chaired by the CMD (Chairman and Managing Director) or ED (Executive Director) of the bank, and may include non-official members to enable independent feedback on customer service quality.