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 prompt service to bank customers, protecting their interests and building public trust in the banking system.
What is the full form of BCSBI in the context of Indian banking customer service?
Banking Codes and Standards Board of India
Which RBI committee laid the foundation for comprehensive customer service reforms in Indian banking?
The Goiporia Committee (1990) and later the Tarapore Committee provided key recommendations that formed the foundation for customer service reforms in Indian banks.
Under which RBI circular are banks required to maintain a 'Complaint Register' at every branch?
RBI Customer Service guidelines mandate branch-level complaint registers
What is the maximum time limit prescribed for acknowledging a customer complaint in writing?
Banks are required to acknowledge a written customer complaint within 3 working days of its receipt.
What is the maximum number of withdrawals permitted per month from a Basic Savings Bank Deposit Account (BSBDA)?
Four withdrawals per month are allowed free of charge
Within how many days must a bank resolve a customer complaint as per RBI guidelines?
Banks must resolve customer complaints within 30 days of receipt; failing which the customer may approach the Banking Ombudsman.
What is the time limit for a customer to approach the Banking Ombudsman after rejection of complaint by bank?
One year from bank's final reply or rejection of complaint
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