Today’s Post is on Point No 4 of the Ten Action Points to improve Customer Service of Banks
The Press Release can be accessed @ Banking Ombudsman Conference
It has been two weeks, since the same has been released, and at various levels, discussions must have commenced to bring to reality the action points
4. To create awareness about the Banking Ombudsman Scheme, the Banking Ombudsmen will annually share with local media, information regarding complaints received and resolved, including important cases and awards given.
Banking Ombudsman Scheme commenced in India in 1995, and in 2006, a formal scheme known as Banking Ombudsman Scheme, 2006 was crystallized by Reserve Bank of India.
The FAQ’s on Banking Ombudsman Scheme, 2006, can be viewed @
Wikipeda defines an Ombudsman as ‘An ombudsman (conventional English plural: ombudsmen) is a person who acts as a trusted intermediary between an organization and some internal or external constituency while representing not only but mostly the broad scope of constituent interests’.
Banking Ombudsman in India can receive complaints against a wide range of deficiency in Banking services including Internet Banking and Loans/Advances.
Over the years, the cases dealt at various Banking Ombudsman, have resulted in RBI laying down basic guidelines to improve customer service.
Hence, it is appropriate that one of the ‘Ten Action Points to improve Customer Service of Banks’, is the recognition that more awareness has to be raised on Banking Ombudsman Scheme.
And, for a difference this action point is not on the Banks!!
As a beginning, to popularize the Banking Ombudsman Scheme, the following are suggested:
01) Separate website for Banking Ombudsman’s
02) Lectures / Address by Banking Ombudsman’s in Industry seminars, college’s etc.
Banking Ombudsman as a government institution is present in Armenia, Australia, Austria, Botswana, Czech Republic, Chile, Denmark, Finland, France, Greece, Hungary, Ireland, Isle of Man, Italy, India, Lithuina, Malaysia, Norway, Pakistan, Senegal, South Africa, Spain, Switzerland, Unites States, United Kingdom, Sir Lanka, New Zealand, and Canada. In other countries, similar institutions exist but with different name.
The following link contain Ombudsman in other countries has the links to the respective Ombudsman sites.