Context:
The Indian banking sector is undergoing a paradigm shift in customer service, driven by direct interventions from the Ministry of Finance and the Reserve Bank of India (RBI). A recent incident involving a surprise branch visit by DFS Secretary M. Nagaraju highlights the push for accountability and excellence in customer care.
CPGRAMS Revitalization
- CPGRAMS (Centralised Public Grievance Redress and Monitoring System) is now more active than ever.
- Citizens can file grievances via web and mobile (including UMANG app).
- DFS’s rank is currently low (21st) due to many unresolved banking and insurance complaints.
CPGRAMS: India’s Unified Online Public Grievance Redressal System
Overview:
- Full Form: Centralized Public Grievance Redress and Monitoring System
- Developed By: National Informatics Centre (NIC)
- Managed By: Department of Administrative Reforms and Public Grievances (DARPG)
- Availability: 24/7 online portal for citizens
Key Features:
- Purpose:
- Enables citizens to lodge grievances related to service delivery
- Integrates all ministries/departments of the Central and State Governments
- Access:
- Role-based login for officers across government levels
- Citizens receive a Registration ID to track and file appeals
RBI’s Push for Customer-Centric Banking
- RBI Ombudsman data (FY 2023-24):
- Complaints grew at 50% CAGR, touching 9.34 lakh.
- 57% of maintainable complaints required formal RBI intervention.
- 10 million+ complaints recorded across 95 scheduled commercial banks.
- Maintainable issues include frauds, wrongful charges, foreclosure fees.
- RBI has flagged:
- KYC updates turning into “HYC – Harass Your Customer”.
- Misselling of financial products, particularly to rural customers.
BS
