Online ComplaintImage Credit source: Freepik
If any kind of fraud happens to you and even after complaining, there is no quick hearing in the bank. So you can make an online complaint on the Indian Cyber Crime Reporting Portal of RBI. Presently registering a complaint with the bank and then waiting for several days is a common experience. Sometimes we get a fast response, but sometimes it takes several days. Due to which the customers have to face many problems.
According to sources, last year the RBI constituted a committee to review customer service standards in RBI regulated entities, which found that one crore customers complain to their banks every year and the number of complaints is almost the same in the last three years. Has been The RBI panel has reviewed the complaints and has also given some suggestions to improve the customer experience including complaint lodging.
fraud cases
Many people are not fully aware of how to report fraud in banks. That is why the panel has suggested an online facility on the Indian Cyber Crime Reporting Portal, which will make it easier for people to file complaints when it comes to fraudulent transactions. With this, common people will be able to easily register complaints online.
streamlining call centers
The call centers of RBI regulated entities (REs) may have a dedicated IVRS flow, based on the customer profile and queries shared with the customer, including provision of in-house finance advisors. Also, the panel has recommended that all menu options should have an option to talk to a customer care executive. So that the problem of the customers can be solved.
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Common Portal for Grievance
The RBI panel has recommended creating a common portal for complaints so that the customer does not have to complain to the same ER against whom he has a complaint. The panel has recommended that the RBI set up a RE-agnostic common portal for registering complaints so that customers can register them at a single place.
The panel observed during the review that in many cases REs do not have a uniform definition for categorizing complaints. In many cases, they take complaints in the form of suggestions or queries, which makes their work easier. The panel is of the opinion that RBI should come up with a definition of complaint against RE under the Internal Grievance Redressal (IGR) technology. So that the problems of the customers can be solved.
Source: www.tv9hindi.com”