RBI/2004/61 DBOD.Leg.BC.70/09.07.005/2003-2004 February 17, 2004 To
All Scheduled Commercial Banks
(Excluding RRBs)
Dear Sir,
Ad-hoc Committees on Procedures and
Performance Audit on Customer Services
in Banks
Please refer to our circular DBOD.No.Leg.BC.60/09.005/2003-04
dated 27th December 2003 on the captioned subject. It is presumed
that the Ad-hoc Committees set up by your bank would have started looking into
simplification of procedures and practices with a view to safeguarding the interests
of common persons and to improve the customer service in the areas mentioned
in the circular. As a part of this exercise, the Ad-hoc Committee could also
submit to RBI, suitable recommendations for modification/rationalization of
existing RBI guidelines that could help in further enhancing the customer service.
The recommendations in this regard could cover the interface with the individual
customers in respect of the following four broad categories and may be submitted
on separate sheets to facilitate action at our end.
(a) foreign exchange transactions
(b) government and public debt transactions
(c) banking operations, and
(d) currency management
The recommendations may be sent to Shri S.Das, Deputy General Manager, Department of Banking Operations and Development, 4th floor, World Trade Centre, Cuffe Parade, Mumbai 400 005 (Fax No.22160970).
Yours faithfully,
(C.R.Muralidharan)
Chief General Manager-in-Charge
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