Bank employees have come together to launch a complaint redressal platform – Bank Clinic – to guide retail customers about their rights and remedies.
Banksclinic.com is a website where a retail customer can register a complaint. Within five days, the platform will inform the customer of the regulatory guidelines regarding the matter.
It will not be liable to resolve the customer’s query but will guide them on available remedies.
The Bank Clinic is an initiative by the All India Bank Employees’ Association (AIBEA) to help customers address their grievances amid rapid expansion in technology and a series of Reserve Bank of India (RBI) guidelines on retail banking.
A customer can fill out the details of her/his complaint, create a ticket, and receive a reply in five working days on the remedies available and information on what the RBI guidelines prescribe on that matter.
“We have a team that will guide the customer on how to proceed with the problem, but we are not going to solve the problem. We are more like a facilitator…many people don’t know how to complain,” said CH Venkatachalam, general secretary, AIBEA.
Rajkiran Rai, chief executive of the National Bank of Financing Infrastructure Development (NaBFID), while inaugurating the event, said: “I remember the days when they (AIBEA) were against technology, so we had to give two increments extra to put the first computer in the bank. And, today, they are coming to a point where they are launching a website.”
Rai said there are two kinds of customers – one visiting branches and the other set who believe in the digital journey. “The second set has never visited branches because they are on mobile and net banking platforms. These customers are difficult to handle because when you onboard them, you have to get things right first,” Rai said.
In such a scenario, the Bank Clinic will be very effective, he said.
“I am happy this platform is to bring a solution to the complaints. Until now, only the bank was at the receiving end, so at least we will have comrades to shoulder that burden,” said Central Bank of India CEO MV Rao.
