DEPARTMENT OF TECHNICAL EDUCATION

ANDHRA PRADESH
Name : Raja Sekhar Koduru
Designation : Lecturer in CCP
Branch : Commercial & Computer Practice
Institute : Govt. Polytechnic for Women,
Kakinada, E.G. District
Year/semester : 3rd Year – VI Semester
Subject : Banking - II
Subject code : CCP-604(B)
Topic : Customer Services Offered by
Bank
Duration : 50 mts.
Sub topic : Duties & Responsibilities
Ombudsman
Teaching aids : Power Point & Pictures
CCP604(B).34 1
OBJECTIVES:

On completion of this topic you will be able to

 Explain the Powers and duties of Ombudsman

CCP604(B).34 2
 Recap

 The ombudsman scheme was introduced by RBI

with a view to protect the interest of the customers.

 The customer can approach the ombudsman if he

has any grievances.

 The complaint should be in writing and supported by

documents, if any.
CCP604(B).34 3
Recap

 He should specify his address and the bank branch

address clearly.

 He should also specify the loss incurred to him.

 The complaint should not be frivolous or vexations in

nature.

CCP604(B).34 4
Structure :

 Powers and Duties of Obudsman.

 Summary

 Quiz

 Assignment

CCP604(B).34 5
 Power and Duties of Ombudsman

 As regards provision of financial services, the general

powers and duties of the banking ombudsman are as

follows:

 To receive complaints relating to the provision of

banking services.

CCP604(B).34 6
Powers and Duties of Ombudsman
 To consider such complaints and facilitate their
satisfaction..

 Or by agreement,

 Or by making a recommendation,

 Or award in accordance with the scheme.

CCP604(B).34 7
Powers and Duties of Ombudsman

The specific Powers and Duties of the Banking

Ombudsman are as follows:

 To receive complaints relating to the nonpayment /

inordinate delay in the payment or collection of
cheques, drafts, bills etc.

CCP604(B).34 8
 Powers and Duties of Ombudsman

 To receive complaints relating non- acceptance,

without sufficient cause, of small denomination notes

tendered for any purpose, and for charging commission

in respect thereof. .

CCP604(B).34 9
Powers and Duties of Ombudsman

 To receive complaints relating to the non- issue of

drafts to customers and others.

 To receive complaints relating to the non-adherence

to prescribed working hours by branches.

CCP604(B).34 10
Powers and Duties of Ombudsman

 To receive complaints relating to the failure to honor

guarantee / letter of credited committed by banks.

 To receive complaints relating to the claims in respect

of unauthorized or fraudulent withdrawals from deposit
accounts etc.

CCP604(B).34 11
Powers and Duties of Ombudsman

 To receive complaints relating to the operation

 In any savings, current or any other account maintained

with a bank,

 Such as delays, non-credit of proceeds to parties

accounts,

CCP604(B).34 12
Powers and Duties of Ombudsman

 Non-payment to depositor

 Non-observance of Reserve Bank of India Directives

if any

 And applicable to rate of interests on deposits.

CCP604(B).34 13
Powers and Duties of Ombudsman

 To receive complaints from exporters in India such as

delays in receipt of export proceeds
 Handling of export bills

 Collection of bills etc. provided

 The said complaints pertain to the banks operations in

India

CCP604(B).34 14
 Powers and Duties of Ombudsman

 To receive complaints from Non-Resident Indian (NRI)

having accounts in India in relation to their remittances

from abroad, deposits and other bank-related matters.

CCP604(B).34 15
Powers and Duties of Ombudsman

As regards provision of loans and advances

 To receive complaints Relating to non-observance of

Reserve Bank of India directives on interest rates.

CCP604(B).34 16
Powers and Duties of Ombudsman

 To receive complaints Relating to delays in sanction

/ non-observance of prescribed time schedule for

disposal of loan applications.

CCP604(B).34 17
Powers and Duties of Ombudsman

 To receive complaints Relating to non-observance

of any other directions or instructions of the Reserve

Bank, as may be specified for this purpose, from time
to time.

CCP604(B).34 18
Powers and Duties of Ombudsman

 To entertain such other matters as may be specified

by the Reserve Bank from time to time in this behalf.

CCP604(B).34 19
Powers and Duties of Ombudsman
OTHER POWERS AND DUTIES.

General Superintendence & Control

 The banking ombudsman shall exercise general

superintendence and control over his office and
shall be responsible for the conduct of business threat.

CCP604(B).34 20
Powers and Duties of Ombudsman

 Power to incurr expenditure

 The banking ombudsman shall have power to incur

expenditure on behalf of the office.

 In order to exercise the aforesaid power, the banking

ombudsman will draw up an annual budget for his office
in consultation with the RBI.

CCP604(B).34 21
Powers and Duties of Ombudsman

 Power to incurr expenditure

 The Reserve Bank will indicate the shares to be borne by

the banks concerned.

 The Banking ombudsman shall exercise the power of

expenditure within the approved budget.

CCP604(B).34 22
Powers and Duties of Ombudsman

 Sending an Annual report

 The banking ombudsman shall send to the Governor,

Reserve Bank of India, in May every year, a report
containing a general review of the activities of the
office of the Ombudsman during the preceding
financial year, and shall furnish such other information
as the RBI may direct.

CCP604(B).34 23
Powers and Duties of Ombudsman

 Sending an annual report

 The Reserve Bank of India may, if it considers necessary

in the public interest to do so, publish in such
consolidated form or otherwise as it deems fit, the report
and the information received from the banking
Ombudsman.

CCP604(B).34 24
Summary

The powers and duties of banking ombudsman may

be classified under three heads namely.

1. General powers and duties

2. Specific power and duties and

3. Other powers and duties

CCP604(B).34 25
Frequently Asked Questions

 List the general power and duties of Banking

Ombudsman.

 Explain the specific powers and duties of Banking

Ombudsman.

CCP604(B).34 26