Module: | KYC, NPAs, Advances & Investment Valuations
Q184: Consider the following statements regarding the institutional framework and Customer Service Committees mandated for Commercial Banks:
1. A detailed memorandum reviewing customer service and customer care aspects must be placed before the Board of Directors exactly once every quarter.
2. The Standing Committee on Customer Service must be chaired by the CMD/CEO or Executive Director and must include non-officials to ensure independent feedback.
3. Branch Level Customer Service Committees are mandated to convene at least once a month to actively study local complaints and suggestions.
4. Banks must provide entirely separate enquiry counters at their large or bigger branches in addition to the regular reception counter.
Which of the statements given above is/are correct?
2. The Standing Committee on Customer Service must be chaired by the CMD/CEO or Executive Director and must include non-officials to ensure independent feedback.
3. Branch Level Customer Service Committees are mandated to convene at least once a month to actively study local complaints and suggestions.
4. Banks must provide entirely separate enquiry counters at their large or bigger branches in addition to the regular reception counter.
Which of the statements given above is/are correct?
✅ Correct Answer: B
The correct answer is B. Statement 1 is incorrect because the comprehensive review of customer service and customer care aspects must be placed before the Board of Directors exactly once in six months, not quarterly.
Statement 2 is correct: The Standing Committee on Customer Service must be chaired by the CMD, CEO, or Executive Director, and the inclusion of non-official members is strictly mandated to ensure independent, unbiased feedback.
Statement 3 is correct: Branch Level Customer Service Committees are required to convene at a minimum frequency of once a month to actively evaluate local complaints and suggestions.
Statement 4 is correct: Large or bigger bank branches bear an infrastructural mandate to provide entirely separate enquiry counters, distinct from standard reception duties, to streamline service flow.
Statement 2 is correct: The Standing Committee on Customer Service must be chaired by the CMD, CEO, or Executive Director, and the inclusion of non-official members is strictly mandated to ensure independent, unbiased feedback.
Statement 3 is correct: Branch Level Customer Service Committees are required to convene at a minimum frequency of once a month to actively evaluate local complaints and suggestions.
Statement 4 is correct: Large or bigger bank branches bear an infrastructural mandate to provide entirely separate enquiry counters, distinct from standard reception duties, to streamline service flow.