17 A PPB Customer Service Guidelines
Chapter notes, video classes, MCQ practice tests and quick-revision one-liners for Principles and Practices of Banking — JAIIB.
One-liners from this chapter
Free sample — 8 of 66 rapid-fire Q&A cards.
What is the primary objective of customer service guidelines issued by RBI for banks?
The primary objective is to ensure fair, transparent, and efficient service delivery to customers, protecting their rights and building trust in the banking system.
What is the maximum time limit for banks to respond to complaints received through the RBI portal?
Banks must respond within 30 days of receipt.
Which RBI committee laid the foundation for comprehensive customer service guidelines in Indian banking?
The Goiporia Committee (1991) and subsequently the Tarapore Committee made landmark recommendations on customer service that shaped RBI's guidelines for banks.
What is the purpose of the 'Code of Bank's Commitment to Customers' issued by BCSBI?
It sets minimum standards for fair and transparent customer service.
What is a Customer Service Committee at the branch level required to do?
The Branch-level Customer Service Committee must meet periodically to review complaints, assess service quality, and implement corrective measures to improve customer experience.
What is BCSBI and what role does it play in banking customer service?
Banking Codes and Standards Board of India; ensures banks follow customer service codes.
What is the role of the Standing Committee on Customer Service at the bank's board level?
The Standing Committee on Customer Service, chaired by a non-executive director, reviews compliance with RBI guidelines, analyses customer complaints, and oversees improvement initiatives bank-wide.
Under which scheme can a bank customer escalate an unresolved complaint to a higher authority?
The RBI Integrated Ombudsman Scheme 2021 allows escalation.
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