Stressing that any laxity in grievance redressal is against the ethos of customer service and diminishes the brand value of the organisation, financial services secretary M Nagaraju has directed public sector banks (PSBs) and insurance companies (PSICs) to address public grievances sincerely in a time-bound manner.
On Wednesday, Nagaraju reviewed 20 randomly selected public grievances resolved by PSBs and PSICs to assess resolution quality.
The meeting, attended by complainants, PSBs, insurance companies and regulators, was in keeping with the Prime Minister’s direction that all senior officers at the level of Chairman/ MD/ ED of PSBs/PSICs should review at least 20 cases to monitor the quality of resolution of the resolved grievances every month.
During the review meeting, Nagaraju observed that the majority of customers raised complaints due to genuine grievances against an organisation, and stressed that customer satisfaction was at the heart of the grievance redressal mechanism.
He also stressed upon devising suitable technical solutions to minimise the repetitive complaints of a similar nature which would save time of resolution and increase the efficiency of resolution process.