14 July 2025
EC No. 168/ DoS - 16/ 2025
Ref. No. NB.HO.DoS.Pol. / 58250 / J-1/ 2025-26
The Chairman, all Regional Rural Banks
The Managing Director/ Chief Executive Officer,
All State Cooperative Banks/ District Central Cooperative Banks
Madam / Dear Sir
Establishment of Call Centre for Post-Resolution - Feedback from Complainants – Advisory from DFS,
GoI
It has been observed that public complaints are increasing, while their redressal remains slow and inadequate. The
Government of India has identified effective grievance redressal as a key priority and stressed the need for prompt,
fair, and empathetic handling of customer complaints. Banks must ensure the availability of a robust mechanism for
receiving and resolving complaints efficiently, irrespective of the source.
2. In this regard, a copy of Advisory No. 11/91/2025-BO-III dated 30 June 2025, issued by the Secretary (Financial
Services), Ministry of Finance, is enclosed herewith for immediate reference and compliance. Banks are instructed to
take necessary action as per the Advisory, and in particular:
-
a. set up a call centre where feedback be taken from every complainant after resolution of the complaint and
-
b. to submit a monthly report to DFS, GoI with details of the number of complaints resolved and the number of
complainants contacted by call centre in a particular month.
3. All Regional Rural Banks (RRBs), State Cooperative Banks (StCBs), and District Central Cooperative Banks (DCCBs)
are required to submit a monthly report to the concerned NABARD Regional Office in the format given below:
| Name of the Bank: …………………………… Date of establishment of Call
centre: ……………… |
|
Month
|
Total Number of Complaints received during the month
|
Total number of complaints resolved during the month
|
Whether feedback taken from all the complainants after resolution by the bank
|
Total number of complainant successfully contacted by Call Centre
|
Number of complainants not contacted
|
Feedback
|
|
|
|
|
|
|
|
4. The due date for submission of the report is 5th of every succeeding month.
5. The reporting format is being integrated into ENSURE 2.0 to enable streamlined digital submission and effective supervisory oversight. Until the integration is completed, banks are advised to continue submitting the required information in the prescribed format via email to the concerned NABARD Regional Office.
6. The above instruction may be placed before the Board of Directors of your Bank for information, and it may be ensured that the instruction is strictly adhered to.
Yours faithfully,
(Sudhir Kumar Roy)
Chief General Manager