The Banking Codes and Standards Board of India (BCSBI) was constituted on the recommendation of the committee under the Chairmanship of Shri S.S.Tarapore former Deputy Governor of RBI. It was registered as a Society under the Societies Registration Act 1860 in February 2006. The primary objective of the BCSBI is a board for hassle-free service to the Common Man. The BCSBI was promoted by the Reserve Bank of India along with 11 scheduled banks including public, private and foreign banks. It is an independent and autonomous watchdog to monitor and ensure that the Banking Codes and Standards adopted by the banks are adhered to in true spirit while delivering their services. As of February 2013, 69 scheduled commercial banks, 11 Urban Co-operative Banks and 54 regional rural banks are members of the board.
Membership of BCSBI is voluntary and open to all scheduled banks. BCSBI has scripted the ‘ Code of Bank’s Commitment to Customers’ jointly with the Indian Banks Association. The member banks need to ensure compliance with its codes and standards, for quick resolutions and lessen the frustration faced by customers. These codes have come into effect from 1st July 2006. Each individual customer of the Bank can get a copy of the same free of cost.
The code will apply to all products and services of the banks like Deposit accounts, Safe deposit lockers, settlement of deceased accounts, Forex, remittance within India, Loans, and advances including guarantees, credit cards, and internet banking. The Code also dwells upon interest rates, tariff schedules, terms and conditions governing the relationship between the bank and the customer, compensation of loss, privacy, and confidentiality of the information relating to the customer, and norms governing advertisements, marketing, and sales by banks.
Key Features of the Code:
1. Minimum Standards:
The Code sets forth voluntary commitments that member banks agree to uphold. These commitments often exceed the requirements prescribed by regulatory authorities, thereby establishing higher benchmarks for customer service.
2. Customer Rights:
It safeguards the interests of customers by clearly defining the expected conduct of banks in their routine interactions and service delivery.
3. Areas of Coverage:
The Code encompasses a wide range of banking operations, including interest rates, fees and charges, terms and conditions, customer privacy, and mechanisms for grievance redressal.
4. Transparency:
By mandating greater clarity in banking processes, the Code ensures that customers are well-informed about the services and policies of their banks.
5. Fair Practices:
It advocates the adoption of fair, respectful, and equitable practices in all customer dealings, thereby fostering a healthy and professional relationship between banks and their customers.
Code Compliance Rating:
The BCSBI’s code compliance ratings help to ensure fair treatment of customers and promote good banking practices. The survey of code compliance which happens once in 18 months shall be submitted by self-certified Annual Statement of code compliance by the banks.The code covers various aspects of banking, including grievance redressal, transparency, information dissemination, and customer-centricity.
Banks are rated based on their performance in implementing the code, with ratings categorized as High, Above Average, Average, and Below Average.
Book on customer’s right:
BCSBI had come up with a pictorial book encompassing 19 basic rights of the customer in 5 languages which is being translated into other regional languages by the concerned bank and publicized among their customers.
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