1. Which of the following can act as a Consumer disputes redressal agency?

I. District forum
II. State Commission
III. National Commission
IV. 1 ,2 and 3
V. None Of the above

2. Which of the following forms of Redressal Forums set up for grievance redressal?
I. District forum
II. State Commission
III. National Commission
IV. All of the above
V. Only 1 & 2.

3. If the ATM has not dispensed the cash but account has been debited, the dispute regarding
such transactions is to be resolved by the banks within?
I. One week
II. 10 days
III. 12 days
IV. 15 days
V. None of the

4. The last stage in a grievance redressal procedure is handled by whom in a bank :

I. Grievance Committee
II. Union
III. Voluntary Arbitrator
IV. H.R. Department
V. None of these

5. …………………….. s responsible for resolution of grievances at the branch level

I. Branch Manager
II. Designated Counter Clerk
III. Sub-staff
IV. BC Agent

6. Parties can resolve their differences peacefully through the

I. Banking Ombudsman
II. Grievance Redressal procedure
III. Consumer Courts
IV. Civil Courts

7. Customers' Day is observed on

I. 5th of every month
II. 10th of every month
III. 15th of every month
 IV. 20th of every month

8. Officials who are responsible for ensuring that the products and services produced
by their institutions meet certain standards of quality are called
I. Nodal Officers
II. Specialist Officers
III. Service Managers
IV. Quality Assurance Officers

9. If not satisfied by the decision/award, either bank or customer can appeal to the Appellate
Authority viz., Executive Director in-Charge of the Department of the Reserve Bank
administering the Scheme, within days from the date of receipt of the Award given by the
Ombudsman
I. 45
II. 30
III. 15
IV. 10

10. RBI launched "Integrated Ombudsman Scheme" in which year for resolving customer
grievances in relation to services provided
I. 2018
II. 2020
III. 2021
IV. 2022

11. What is the meaning of ombudsman

I. A person who has knowledge of law
II. A person or entity who has been authorized by law
III. The person who has the permission to act as a mediator
IV. A standalone official (entity) who investigates against complaints against business
and public entities. Basically somebody who settles disputes.

12. What is the limit on the amount that can be brought before the Ombudsman
I. Over 10,000
II. Over 1 Lakh
III. Over 1 Crore
IV. No Limit

13. Which year did the RBI formulate a Banking Ombudsman Scheme for redressal of grievance
against deficiency in banking services
I. 2006
II. 2009
III. 2014
IV. 2018

14. Which Among these is not part of the ombudsman scheme of the RBI
I. The Banking Ombudsman Scheme, 2006;
II. The Ombudsman Scheme for Non-Banking Financial Companies, 2018
 III. The Ombudsman Scheme for Digital Transactions, 2019.
IV. Internal Ombudsman for review scheme for the year 2015.

15. Which among the below statements on Grievance Escalation System is incorrect. - The banks
are required to mandatorily display information at their branches for the benefit of
customers
I. Details on appropriate arrangements made for receiving complaints and
suggestions
II. The name, address and contact number of Nodal Officer(s)
III. Details of Code of Bank's commitments to customers/Fair Practice Code.
IV. Contact details of the Banking Ombudsman of the area
V. Contact details of lead bank and the closest court under what section can the
grievance Redressal can be taken up

16. If a branch is not able to handle or resolve the complaint, in how many days shall be the
complaint be referred by the branches to the regional office?
I. 5 business days
II. 7 Days
III. 15 Days
IV. 30 Days

Answers

1. Option 4: 1, B and Cd
Consumer dispute redressal agencies include the district forum, state commission and
national commission. Dispute redressal Agencies have been established under Consumer
Protection Act-1986 their composition, jurisdiction, procedure of redressal, power, sitting,
and orders including penalties have been discussed separately.

2. Option 4 all of the above

3. Option 3 – 12 days

4. Option 1 – Grievance Committee

5. Option 1 – Branch Manager

6. Option 2 - Grievance Redressal procedure

7. Option 3 – 15th of every month

8. Option 4 - Quality Assurance Officers

9. Option 2 – 30 days

10. Option 3 – 2021

11. Option 4 – A standalone official (entity) who investigates against complaints against business
and public entities. Basically somebody who settles disputes.

12. Option 4 – No limit

13. Option 1 – 2006

14. Option 4 –

15. Option 5 –

16. Option 2-