Mumbai: Complaints related to debit cards, mobile / digital banking and credit cards continue to be the top three categories of customer management on banks in accordance with the annual report of the Banking Ombudsman.
While the share of complaints against debit cards has fallen, those who oppose a credit card are increasing.
Two other main complaint categories are failure by the Bank to fulfill commitment and non-adherence from a fair practice code.
The share of the complaint of ATM / Debit cards, mobile / electronic banking and credit card complaints for total complaints received from 1 July 2020 to 31 March 2021 each reached 17.4%, 13% and 12.4% respectively.
The percentage of complaints in accordance with this reason began July 1, 2019 to 30 June 2020 was 22%, 13.4% and 9.3%.
Shifting to the digital platform for redressal complaints has caused two main advantages.
First, the cost of complaints of redressing has fallen sharply.
Second, there has been an increase in the completion time (TAT).
The average cost of handling complaints under the banking ombudsman scheme decreased 33.5% from RS 2,412 for 1 July 2019 – 30 June 2020 to RS 1,605 from 1 July 2020 – 31 March 2021.
“Reduction of costs at 2021.” From the increasing volume of complaints handled by the same human resources, supported by end-to-end digitization of complaints processing in the Complaints Management System (CMS), “the report said.
The time needed to dispose of complaints by the banking ombudsman decreased significantly from 95 Days During July 1, 2019 to 30 June 2020 to 55 days from July 1, 2020, until March 31, 2021.
“TAT related to all complaints of the category indicate a substantial decrease, which is mainly due to the completion of the technical disorders faced during the initial period of the CMS transition.
“CMS also helps in uninterrupted operations throughout the year, even though the pandemic.
The reporting year has changed along with changes in accounting for RBI.
As a result, the numbers in the terms absolute are not comparable.
However, Deputy Governor of RBI MK Jain said in its imposition Annual, “based on an annual basis, 22.3% witnessed in the number of complaints received under three Ombudsman schemes in operation.” These three schemes are for banks, financial companies and digital transactions, which have now been integrated under the Integrated Ombudsman.
Annual Report Next year will be united.
Cards, e-banking complaints still dominate complaints
