The Reserve Bank of India (RBI) has again advised banks to set up branch level customer service committees and include their customers in them. These customers should preferably be senior citizen from the locality in which the branch is located.
In the past, various working groups and committees have recommended that banks should have branch level customer service committees. The working group on customer service in banks (Talwar Committee) advised banks to establish customer service committees at branch level. Moreover, the committee on customer service in banks (Goiporia Committee) also advised to rejuvenate the branch level customer service committees.
However, RBI observes that, such committees are either non-existent or in a dormant state. The central bank observes that in order to encourage a formal channel of communication between the customers and the bank at the branch level, banks are advised to take necessary steps for strengthening the branch level committees with greater involvement of customers. The branch level customer service committee may meet at least once a month to study complaints and suggestions, cases of delay, difficulties faced or reported by customers or members of the committee.