The responsibilities of the Nodal Officer at Head Office shall include:

Laying down the grievances redressal policy and process, monitoring its implementation and initiating corrective action wherever needed.

Review and approval of all products and processes from the customer service perspective.

Conduct of Customer Service surveys to learn more about hidden complaints as approved by the Standing Committee on Customer Service and initiate corrective action wherever necessary.

Review the comments of auditors on implementation of Customer Service and grievance redressal policies and initiate corrective action wherever necessary.

Collect, analyse and present data to enable the Standing Committee and Customer Service Committee of the Board to understand the customer service issues that need to be addressed and also recommend actions to be initiated.

With the help of data collected from feedback, complaints, customer service surveys and audits, do root cause analysis of most impactful and/or most recurring issues to identify the processes that need to be corrected to prevent recurrence. The Quality Cell at Head Office shall be responsible for Root Cause Analysis and process improvements.

Take capacity building initiatives, in collaboration with other functional heads and the training establishments, to enable the front office and back office staff to deliver quality customer service.

Convene meeting of the Standing Committee on Customer Service and Customer Service Committee of the Board and to implement their directions in a time bound manner.

Ensure prompt submission of all reports and returns to RBI and other statutory /regulatory bodies relating to Customer Service.

Take all other actions and initiatives necessary to improve the quality of Customer Service, on a continuous basis.


The Nodal officer, besides his above mentioned duties, shall also decide upon matters requiring immediate action and follow-up for timely redressal of grievances of customers. Where delay is seen, he shall take corrective steps/action to avoid delays, including action against staff where shortcomings are seen.


2.3 Customer Service Committee of the Board

This sub-committee of the Board would overall review the customer grievance redressal mechanism. The Committee would also be looking into :

1. Functioning of Standing Committee on Customer Service.
2. Various policies having bearing on customer service.
3. The product approval process.
4. The annual survey of customer satisfaction and triennial audit of such survey.

The Committee will also suggest innovative measures of enhancing the quality of the customer service and improving the level of customer satisfaction for all categories of customers at all times. The Committee would also review the functioning of standing committee on customer service.