(a) the nature of complaints about the shortcomings in banking services which are lying
pending during the East three years and the reasons therefor. bank-wise:
(b) the number of accused officials since superannuated alongwith the number of officials
still in service;
(c) the action taken/proposed to be taken against the accused officials; and
(d) the remedial steps takenipropdsed to be taken by the Government in this regard?
FINANCE MINISTER (SHRI PRANAB MUKHERJEE)
(a) to (d) H A statement is laid on the Table of the House.
STATEMENT REFERRED TO IN REPLY TO PART (A) TO (D) OF LOK SABHA STARRED QUESTION NO.-408 FOR 4TH MAY, 2012
TABLED BY SHRI GORAKH PRASAD JAISWAL AND SHRI YASHBANT N.S. LAGURI REGARDING COMPLAINTS AGAINST BANKING SERVICES
(a ) All the fifteen Offices of Banking Ombudsman(BO) across the country have received 71274 complaints
regarding shortcomings in banking services during the year 2010-11 as compared to 79266 complaints in
2009.10. The number of such complaints pending in the offices of BOs at the close of year 2010-11 anti
200910 were 4617 and 5364. respectively. About twenty four percent of such complaints received in 2010-11
pertained to ATMs/Debit Cards/Credit Cards re ated matters; other complaints pertained to issues like
deposit accounts, remittances, loans & advances. payment of pension, levy of charges without prior notice:
failure to meet commitment, complaints against direct selling agents & recovery agents and about notes 8,
coins etc. A statement showing bank-wise details of complaints to the Banking Ombudsman over the last three
years is attached.
(b) & (c) The data reporting system of Reserve Bank of India (RBI) does not generate information on the
number of accused banking officials, superannuated or serving, who are responsible for shortcomings in
banking services. Banks take appropriate action against the accused officials and fix responsibilities
for administrative and vigilance related lapses on the basis of extant guidelines and their respective
policies on human resources. Under the Banking Ombudsman(B0) Scheme, 2006, BOs are empowered to award
compensation upto Rs. 1 lakh to the complainants for credit card related complaints and Rs. 10 lakh in
case of other complaints taking into account the loss of time, expenses incurred, harassment and mental
agony suffered by customers in addition to restoration of actual pecuniary losses suffered in the transaction.
Under the provisions of Banking Regulation Act, 1949, RBI can also impose penalty on a bank for violation of
any of the guidelines issued by them.
(d) Apart from issuing various guidelines to improve banking services, RBI had in 2006 created a `Customer
Service Department` to take up customer care -related issues with banks for redressing the same. This apart:
Govt. of India has also put in place among others, a uniform public grievance redress system of in all public
sector banks for expeditious resolution of customer complaints through the `Centralised Public Grievance
Redress and Monitoring Systems (CPGRAMS),