What changed
RBI observed that branch-level customer service committees, originally mandated by the Talwar and Goiporia Committees, are either non-existent or inactive. Banks are now required to strengthen these committees by ensuring greater customer involvement, including senior citizens, and mandating monthly meetings and quarterly reporting to the Standing Committee on Customer Service.
What it means for you
Banks must operationalize or revitalize these committees to create a formal customer feedback channel at the branch level. This will increase accountability for resolving complaints and suggestions, and ensure senior citizens' needs are addressed. Quarterly reports will feed into policy improvements via the Board-level Customer Service Committee.
What you must do
- Activate or form branch-level customer service committees at all branches where they are dormant or missing.
- Include customers, especially senior citizens, as committee members to ensure diverse representation.
- Schedule monthly meetings to review complaints, suggestions, and service delays, and document action plans.
- Submit quarterly reports with inputs and suggestions to the Standing Committee on Customer Service for further escalation.
Who it affects
All scheduled commercial banks (excluding RRBs), Branch managers and customer service teams, Standing Committee on Customer Service, Board-level Customer Service Committee
What is the purpose of branch-level customer service committees?
They provide a formal channel for customers to communicate complaints and suggestions directly at the branch level, helping banks improve service quality and resolve issues promptly.
How often should these committees meet?
The committees must meet at least once a month to study complaints, suggestions, delays, and difficulties reported by customers or members.
What reporting is required from these committees?
They must submit quarterly reports containing inputs and suggestions to the Standing Committee on Customer Service, which then reviews them for policy or procedural action by the Board-level committee.