Annual Report of Banking Ombudsman Scheme-2008-2009

Annual Report of Banking Ombudsman Scheme-2008-2009.

Today Reserve Bank of India has placed on its website the Annual Report of Banking Ombudsman Scheme-2008-2009.

The Link to access the complete report is

http://rbi.org.in/scripts/BS_PressReleaseDisplay.aspx?prid=22103

A reading of the complete document highlights the increased awareness amongst Bank Customers regarding the Banking Ombudsman Scheme.

I see this report as an opportunity for Banks to improve the Service Quality.

I believe that the front-end Banking Staff are providing superb customer service, in Banking Ombudsman Scheme in spite of the various barrier’s at their end.

It is a good sign that the highest number of complaints are in the ATM/Credit Card arena. This is applicable to all Banks across the industry.

This means the industry has a whole has to address this issue.

The best part is with the increase in the number of complaints, the average cost per complaint is coming down.

This is good for all the parties.

An ombudsman is someone who handles complaints and attempts to find mutually satisfactory solutions.

Abroad Ombudsmen can be found in government, corporations, hospitals, universities and other institutions.

The first ombudsman was appointed in 1809 in Sweden to handle citizens' complaints about the government. The word is pronounced "om-BUDS-man" and is Scandinavian in origin.

In India, apart from Banking, the Insurance Industry too has an Ombudsman.

Maybe, with the Banking Ombudsman being a success, it is time, that Ombudsman Scheme in other sectors also are  introduced.