The Reserve Bank of India (RBI), on Monday, advised banks to establish customer service committees at branch level.

This advisory — being sent to banks — was in tune with recommendations made by Talwar Committee and Goiporia Committee, where they advised the banks to rejunevate the branch level customer service committees.

However, it is understood that such Committees are either non-existent or in a dormant state, said the RBI in a notification issued here.

Senior citizens committees
In order to encourage a formal channel of communication between the customers and the bank at the branch level, banks are advised to take necessary steps for strengthening the branch level committees with greater involvement of customers. It is desirable that branch level committees include their customers too — a senior citizen may preferably be included therein – said the Banking Regulator.  Further, the branch level committees may also submit quarterly reports giving inputs or suggestions to the Standing Committee on Customer Service thus enabling it to examine them and provide relevant feedback to the Customer Service Committee of the Board for necessary policy or procedural action.

The Branch Level Customer Service Committee may meet at least once a month to study complaints & suggestions and evolve ways and means of improving customer service.