Module A Unit 19: PPB Grievance Redressal & RBI Integrated

What was the year when the Banking Ombudsman Scheme was introduced?

• 1995
• 2000
• 2010
• 2015
• 2020

In 2019, what system was introduced for customers to lodge complaints with the Banking Ombudsman?

• Customer Support System (CSS)
• Complaint Management System (CMS)
• Grievance Redressal Platform (GRP)
• Resolution Assistance Mechanism (RAM)
• Customer Feedback Portal (CFP)

According to the Model Policy on Grievance Redressal, how should customers be treated at all times?

• Rudely
• Fairly
• Inconsiderately
• Discriminatively
• Aggressively

What is the maximum number of days within which a complaint should be referred to the Regional/ Zonal Office if it cannot be resolved at the branch level?

• 7 days
• 14 days
• 21 days
• 30 days
• 60 days

If a customer is not satisfied with the bank's response, they have the right to approach which authority within one year of the communication?

• Supreme Court
• Regional Office
• Customer Service Section, Head Office
• Central Bank
• Local Police

In August 2020, RBI advised authorized Payment System Operators (PSOs) to put in place a system for what purpose?

• Online Gaming
• Online Shopping
• Online Dispute Resolution (ODR)
• Online Education
• Online Voting

What should be provided in SMS and email alerts sent to customers regarding electronic banking transactions to enable them to notify objections?

• A "Reply" facility
• A "Like" button
• A "Share" button
• A "Delete" option
• A "Print" option

According to the text, what happens if complaints related to electronic transactions are not resolved within 90 days?

• The bank apologizes to the customer
• The customer's account is frozen
• The customer receives compensation as per RBI norms
• The customer is fined
• The customer's account is closed

Disputes arising out of lending decisions should be heard and disposed of at which level?

• Branch level
• National level
• Regional level
• Next higher level
• Customer level

In January 2021, what did RBI put in place to strengthen the grievance redress mechanism in banks?

• A comprehensive framework
• A customer feedback portal
• A dispute resolution hotline
• A customer support app
• A customer satisfaction survey