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Mangalore: Customers should demand good services from banks - RBI deputy governor

  •   Tue, Apr 16 2013 04:31:14 PM

Mangalore: Customers should demand good services from banks - RBI deputy governor

Pics: Brijesh Garodi
Daijiworld Media Network – Mangalore (VM)

Mangalore, Apr 16: Dr K C Chakrabarty, deputy governor of RBI during his visit to the city listened to the grievances of the public with regard to instances of deficiencies/problems while dealing with banks.

The meet was organized for the benefit of customers by various banks at the auditorium of the corporate office of Corporation Bank on Tuesday April 16.

Addressing the audience, he said that he was honoured to be present here and that the programme was organized to interact with people.

"It is an apt place to organize such an event as a few banks and many top order banking officials are born in the district. If banks do not provide proper service, then it is wrong to blame the RBI. Customers should either demand proper services from the bank or leave the bank," he said.

"If there are any problems in following certain policies by the bank, then the public must bring it to the notice of the RBI through ombudsmen," he said.

"RBI’s main role is to check whether banks are following the rules of public policy," said the deputy governor. Commenting on the banking ombudsmen, he said the position was mainly created to ensure that there is no problem between the bank and the customer.

"Ombudsmen cannot deal with all the complaints. The customer cannot approach the ombudsman directly as they have to first approach the bank. In case the customer does not receive any reply within 15 days then the customer can approach the bank ombudsman," he clarified.

The deputy governor also asked people to read the terms and conditions of the bank carefully before signing any agreement. Once an agreement is signed, the RBI cannot intervene in the matter, he said. On the whole, he said that the main aim of RBI is both bank and customer-centric.

The address was followed by grievances put forth by the customers of various banks and the issues were clarified by the deputy governor.

Ajay Kumar, managing director and chairman of Corporation bank, Jairam Bhat, CEO of Karnataka Bank, AC Mahajan, MG Sanghvi, chairman and managing director of Syndicate Bank, H S Upendra Kamath, chairman and managing director of Vijaya Bank, Palaniswamy, banking ombudsmen for Karnataka among others were present.
  

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Comment on this article

  • sanjeevkamath, Udupi / Bahrain

    Wed, Apr 17 2013

    This retiring gentleman needs a strong bone in his tongue. Eversince he asked SBI Chairman to find a job elsewhere on CRR issue and gave a clean chit to top private sector banks on money laundering (while investigations are still on!!), the reputation of the regulator needs to be safeguarded.

    DisAgree Agree [1] Reply Report Abuse

  • Dr.T.V.Gopalakrishnan, Bangalore

    Wed, Apr 17 2013

    It is unbecoming of a DY Governor to advise that Customers should demand good service from banks. With the wrong understanding of KYC and its importance, the bank officials are concerned only with documents and it is unfortunate to observe that the bank officials including the branch mangers do not show even the very courtesy of saying hallo to customers.They are reluctant to see the face of customers and talk and this can be experienced in most of the PSBs. New Private Sector banks extend courtesies but they do not know basics of banking to extend services and take the transactions to a logical conclusion.KYC has taken away the human touch and technology has totally done away with human touch.Only touch of buttons is recognised. Imposition of KYC blindly leads to generation of black money and make even genuine customers to avoid banks and making financial inclusion a difficult venture.There are some serious gaps in whole gamut of Customer Service and just demanding it one cannot improve the service. The initiative should come from banks and the DG should ensure that by force if not by imparting training on the importance of Customers and employees survival based on Customer service employees render some service. At least he should ensure that they attend to their duties with a little bit of commitment.Customer service Ratio like Capital adequacy ratio based on the secret feed back received from customers can be a workable solution to improve the Customer service. As it is, Customers are giving good service to employees and get their transactions some how completed.

    DisAgree Agree Reply Report Abuse

  • simple, Bangalore

    Wed, Apr 17 2013

    Dr. K.C.C. May be DG of RBI and his advise to complain\demand of Bank management if proper service is not given or LEAVE the Bank. All these known (i do not want to use the word "reputed") banks are nationalised and the service customers are getting is same like in any other Government offices.
    Is there any service at all with the type of staff they are having who are so sure their job is secure!!! Chief manager of the branch is hardly in the office and the manager mostly is the one who is going to retire very next month!!! I have noticed the staff does not care for him and he does the work himself, entering the ledger, filling up some forms etc. which are normally should be done by the clerical staff!!!
    If we go to other banks (like ICICI Bank) the attention paid to the customer is just the opposite. They are courteous and help the customers in all their needs. Can DR. K.C.C. realise this first and tell people what they should do when they do not get proper attention from Nationalised Banks?
    There should be and is a must for taking immediate action against NB Bank employees for their negligence to serve the customers. Can he promise that? He just cannot..!!!

    DisAgree Agree [2] Reply Report Abuse

  • KRPrabhu, Mangalore/Bangalore

    Tue, Apr 16 2013

    Customers should demand good services from banks-RBI Governor...
    With the advent of technology banks work has undergone lot of changes compared to traditional way of working in yester years.This is resulted in reduction of staff strength in branches as well as in controlling offices too.Nowadays going to the bank personally to get the required service has gone by and one can get the service for himself sitting at home itself.Even for cash requirements could be met through ATMs.I still feel that in big city like Bangalore ATM services are not so good and most of the ATM centres are not properly manitained.Even the watch man who looks after the security of ATM started asking tips while coming out of ATM after drawing cash!
    Mechnisation has resulted in vansihing of personalised service in Banks.Though some old staff give smiling service new recruits are seldom smile and doing the duty with threatening mood/body language.This is the storey in allmost all banks.Branch headache only for the Branch Head.
    Rate of interest is not uniform in all banks.Though SB interest is deregulated by RBI only Yes Bank is giving interest of 7% to SB account others give obly 4%.RBI should see that SB rate is increased little bit more by ordering banks.Now latest,extra interest a Senior Citizen entailment has been cut by many banks like PNB and SBI.Other banks have reduced this to .25% from .5% recently.Whether restoration of interst extra payable can be restored.
    RBI should take up the matter with finance ministry to see that Pensinoers,Senior Citizns Deposit interest is not made taxble to an comfortable limit as they have to live with bank interest to a greater extent.
    Due full computerisation amongst banks the age old system of extending Half yearly bank closing holday for June 30th and Yeraly closing of Bank account for April 1st should be scraped forthwith as it has no relevence now.RBI has to implement this immediately.

    DisAgree Agree [1] Reply Report Abuse

  • Prem Prasad, Bangalore, KSA

    Tue, Apr 16 2013

    I agree with your statement. Please supply adequate, educated employees.
    I am a customer of a bank.
    Now a days I find very less employees in the banks.
    Whoever be the banks administrators supply properly educated employees. Presently less employees in the clerical field. Put not work load upon the existing staff.

    DisAgree Agree [4] Reply Report Abuse


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