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Hyderabad Banking Ombudsman has jurisdiction over two states-Telangana, AP
Highlights
The number of complaints decreased slightly (2.48%) with 4366 complaints received during 2014-15 as against 4477 complaints received in 2013-14, informed Dr. N. Krishna Mohan, Banking Ombudsman for Andhra Pradesh & Telangana and Principal Chief General Manager, Reserve Bank of India, Hyderabad here on Wednesday.
The number of complaints decreased slightly (2.48%) with 4366 complaints received during 2014-15 as against 4477 complaints received in 2013-14, informed Dr. N. Krishna Mohan, Banking Ombudsman for Andhra Pradesh & Telangana and Principal Chief General Manager, Reserve Bank of India, Hyderabad here on Wednesday.
Speaking to the media, he said that the Banking Ombudsman at Hyderabad now has jurisdiction over two States, Telangana and Andhra Pradesh, subsequent to the bifurcation of the erstwhile State of Andhra Pradesh from June 02, 2014.
“Out of the 4366 complaints received, 2223 pertained to the State of Andhra Pradesh and 2143 pertained to Telangana State. State Bank of India and Associates accounted for the major share (40.63%) of complaints received. The share of complaints received from SBI Cards stood at 3.37%. Public sector banks, as a class, accounted for almost three fourths (72.06%) of inflow of complaints”, he said.
The share of complaints from rural and Semi-urban areas increased in absolute number by 13% and 12% respectively. There was a marginal increase in relative share of total complaints as compared to the previous year (Rural – 10% to 11% and Semi-urban – 16% to 18%). This was a pointer to increasing awareness of the BO Scheme in rural and semi-urban areas.
Complaints related to Card (ATM/Debit/Credit) accounted for the largest concentration (25.4%) but lower than previous year (30.2%). The card-related complaints mostly pertained to:
· Non-dispensation of cash from ATM
· Disputed online transations
· Abnormal charges
As regards disposal of complaints, OBO Hyderabad examined 4609 complaints during 2014-15 (including 243 complaints carried forward from the previous year) of which 4487 (97%) complaints were closed under various provisions of the Banking Ombudsman Scheme, 2066. 982 complaints i.e. 22% of total inflows were found to be non-maintainable.
During the year under review, 441 conciliation meetings were taken by the Banking Ombudsman in order to facilitate amicable resolution of complaints. A significant proportion (36%) of maintainable complaints was amicably resolved through mediation and conciliation under the Scheme.
Queries under the Right to Information Act, 2005: During the year, this Office received 24 applications seeking information under the Act.
All applications were dealt with within the time frame stipulated in the Act. Workshops with National Payments Corporation of India (NPCI) : Two workshops were conducted by this Office with speakers from NPCI – one for Nodal Officers of the banks and the other for Officers of OBO and Senior Officers of RBI, Hyderabad – to foster a better understanding of customer grievance redress and reconciliation process with regard to ATM transactions.
Workshop on “Educating public on basic banking transactions” for Nodal Officers of banks: A workshop was conducted by this Office for Nodal Officers and Officers-in-charge of Financial Literacy for twenty banks on the need to educate the public on how to undertake basic banking transactions online.
Five banks made presentations on ATM transactions, KYC, Credit Cards, basic banking transactions and facilities at home and non-home branches. The other participants also weighed in with their experiences and good practices. The workshop provided a good interactive platform for the banks.
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