RBI Banking Ombudsman disposes off 97% complaints
The RBI Banking Ombudsman for the northeast has successfully disposed off 97.25% of complaints received against the requirement of 95% with not a single complaint pending for more than one month. The RBI also set a consistent report of achieving no-pending cases over one month throughout the year. During the annual report of 2015-16 it came to light that the number of complaints received by the Banking Ombudsman had risen by 26%. Against 1,054 complaints registered in 2014-15 there were 1,328 complaints in 2015-16 - an increase of 26%. However, the Banking Ombudsman has expressed dissatisfaction over the modest rise in the number of complaints.
Assam accounted for 61% of the complaints received with Manipur a distant second with 7% followed by Tripura with 5.35%, Meghalaya with 2.56%, Arunachal Pradesh with 2.33%, and Nagaland with 2.33% while Mizoram accounted for just 0.60% of the complaints. The RBI Banking Ombudsman in the northeast said complaints from the region are very few compared to other places of the country.
“I am definitely not happy and want more complaints. As compared to other centres across the country, the northeast must obviously be at the tail-end. Mizoram accounted for 0.60% which comprises of around 8 complaints and that cannot be right at all. I want that people be educated about the process so that we get more complaints,” Anindita Bhattacharya, RBI Banking Ombudsman for the northeast, said while addressing a press conference held on 26th July last.
She said the increase of 26% is attributed to the awareness campaigns by the office in various areas under its jurisdiction, besides advertisements in the media. Awareness campaigns have also been stepped up throughout the year to reach out to people in remote areas to get a much higher number of complaints.
“The complaints received from rural and semi-urban areas comprised of 53% as against 48% last year. It was also for the first time that the rural and semi-urban areas have outstripped the urban areas and it means that our message is reaching but I want the message to go out to more remote areas,” Bhattacharya mentioned.
The largest proportion of complaints (39%) was received on grounds of non-adherence to fair practices code and failure to meet commitments by banks whereas the second largest proportion (14%) was related to cards (ATM/Debit/Credit).
Meanwhile, complaints from pensioners accounted for up to 10% in this year’s annual report. RBI appealed to all pensioners’ associations not to hesitate in approaching the Banking Ombudsman for any kind of complaints.
“Pensioners are a very vulnerable demography as their access to the grievance redressal system is very limited. That is why we look forward to take special care because it affects the senior citizen and puts them in a lot of concern,” Bhattacharya added.
The Banking Ombudsman Scheme (2006) was introduced to resolve complaints related to certain services rendered by banks. During 2015-16 (July 2015-June 2016), the office of Banking Ombudsman, Guwahati, received a total of 1,328 complaints as against 1,054 complaints the previous year - an increase of 26%. The office of the Banking Ombudsman, Guwahati, looks after Arunachal Pradesh, Assam, Manipur, Meghalaya, Mizoram, Nagaland and Tripura.
The Banking Ombudsman Scheme, 2006 enables inexpensive, expeditious and transparent resolution of complaints of bank customers relating to certain services rendered by banks. The Banking Ombudsman is an officer of the Reserve Bank of India in the rank of Chief General Manager/General Manager appointed by the Reserve Bank of India to redress customer complaints against certain deficiencies in banking services under the Banking Ombudsman Scheme, 2006. The area of operation of the Banking Ombudsman, Guwahati is Assam, Arunachal Pradesh, Manipur, Meghalaya, Mizoram, Nagaland and Tripura.
Banking Ombudsman is accessible through post, email on firstname.lastname@example.org and a government online portal called CPGRAMS through which one can register complaints.
Banking Ombudsman received a total of 1,328 complaints in 2015-16 as against 1,054 complaints the previous year, showing an increase of 26%
Assam accounted for 61% of the complaints received, with Manipur a distant second with 7%, Tripura with 5.35%, Meghalaya with 2.56%, Arunachal Pradesh and Nagaland with 2.33% each, while Mizoram accounted for just 0.60 % complaints
The complaints received from rural and semi-rural areas together comprised of 53% against 48% last year
Pension related complaints accounted for 10.5%
Of the total complaints received BO disposed off 97.25% against the requirement of 95% with no complaint being kept pending for more than one month