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WorksheetsCustomer Service, Compensation & Grievance (FY26MTOP014)
Total questions: 47
Worksheet time: 24mins
Which officer is responsible for handling pensioner grievances?
Customer Service Officer
Regional Manager
Chief Manager, CPPC
Senior Pension Officer
CSEC
As per directives from Reserve Bank of India, any complaints rejected fully or partially by the bank need to be vetted from the ………………
Banking Ombudsman
Internal ombudsman
Integrated ombudsman
External ombudsman
Zonal Manager
The cost of redressal of complaints will now be recovered from those banks against whom the maintainable complaints in the Office of Banking Ombudsman exceed their.
Peer group Average
Last year average
Industry average
Last quarter average
No such guidelines
All the complaints received through CPGRAMS portal should be resolved promptly within……………
7 days
15 days
21 days
45 days
60 days
How is the cost of redressing complaints determined for the purpose of recovery from the bank?
It is a fixed amount set by regulatory authorities
It is the total cost incurred by the bank
It is the average cost of handling a complaint at the Office of Banking Ombudsman during the year
It is based on the severity of the complaints
It is determined by the peer group average
In the case of Banking Ombudsman complaints, if a bank exceeds the limit in any two parameters, what percentage of the cost of redressing the complaint will be recovered from the bank?
30
50
60
100
No recovery is made
Who chairs the Standing Committee on Customer Service at the Central Office?
AGM Operations
GM Operations
CGM Operations
Executive Director
MD & CEO
How frequently stockholder's relationship committee of the board meet to discuss root cause analysis?
Weekly
Bi-Monthly
Monthly
Quarterly
Annually
What is the Internal Ombudsman primarily tasked with reviewing?
Suggestions from customers
Requests for concessions in interest rates
Modifications in sanction terms and conditions
Complaints partly or wholly rejected by the bank
Commercial decisions made by the bank
In the case of Banking Ombudsman complaints, if a bank exceeds the prescribed limits in three parameters, what percentage of the cost of redressing the complaint will be recovered from the bank?
30
50
60
100
No recovery is made
In the case of Banking Ombudsman complaints, if a bank exceeds the limit in any one parameter, what percentage of the cost of redressing the complaint will be recovered from the bank?
30
50
60
100
No recovery is made
Which of the following is NOT a valid reason for grievance closure?
Full acceptance by the Bank
Written acceptance by the complainant
Voluntary withdrawal of the complaint
Complaint unresolved for 60 days
Certification by Nodal Officer
What is the role of CRM Edge portal for grievance redressal?
Digital marketing software
Lending platform
Fraud detection tool
Online grievance redressal system of the Bank
Compliance tracker
CRM Edge handles complaints received through which of the following platforms?
Branches only
Call centres only
Emails only
All channels including BO, CPGRAMS, INGRAM
Letters only
Which right ensures a customer is treated with courtesy and respect?
Right to Privacy
Right to Suitability
Right to Transparency,fair and honest treatment
Right to Fair Treatment
Right to grievance redressal
What happens if advisories issued by the Banking Ombudsman are not paid within the stipulated time period?
The bank is fined by the RBI
It becomes an award, and the Banking Ombudsman may issue an award against the bank
The matter is referred to the Internal Ombudsman for further investigation
The bank is suspended from operations
The bank is charged with criminal offenses
When a customer contacts a branch/call centre to register his grievance related to cyber crime, he/she should be properly directed to file a complaint with?
The nearest Police Station
Visit the National Cyber Crime Reporting Portal at https://cybercrime.gov.in
Calling Dedicated helpline number (1930) for lodging complain
No need to lodge any complain with Police or Cyber crime reporting authority only complain with bank is needed
A to C are correct
Name the online portal developed and maintained to address staff queries.
Doubt clearing portal
Union Samadhan
Ask Us
Ask Online
Query Point
According to the Right to Grievance Redressal, when should the bank acknowledge all formal complaints?
Within one working day
Within two working days
Within three working days
Within a week
After resolving the complaint
If an unauthorized or erroneous direct debit results in a financial loss for the customer, what commitment does the bank make to compensate for such losses?
The bank does not provide compensation
Compensation is provided only for savings account losses
Compensation is provided for financial losses, including interest payments and cheque returns
Compensation is limited to half of the financial losses incurred
Compensation is provided for losses, but only if the customer initiates legal action
What is the maximum time frame for completing the verification process when the entry reported as erroneous does not involve a third party?
3 working days
7 working days
14 working days
30 days
45 days
What compensation does the Bank commit to providing if it fails to carry out direct debit/NACH/ECS/NECS debit instructions of customers in a timely manner?
No compensation is provided
Compensation equivalent to half of the financial loss
Compensation to the full extent of any financial loss incurred by the customer
Compensation only for credit card transactions
Compensation is subject to the scrutiny of agreed terms and conditions
In the case of a cheque being paid after a stop payment instruction is acknowledged, how soon does the bank commit to reversing the transaction?
Within the same day
Within 2 working days
Within 5 working days
Within 10 working days
The bank does not commit to a specific timeframe
In the context of Aadhaar Enabled Payment System (AEPS), what action should the Acquirer initiate if the account is debited but transaction confirmation is not received at the merchant location?
Deactivate the merchant account
Refund the customer immediately
Initiate "Credit Adjustment" within T + 5 days
Levy additional charges on the customer
Block the customer's Aadhaar
In case of IMPS (Immediate Payment Service), what action does the Beneficiary bank take if the beneficiary account is not credited?
Levy a fine on the payer's bank
Initiate a "Credit Adjustment"
Wait for automatic reconciliation
Auto reversal (R) within T + 1 day
Block the payer's account
According to the Force Majeure clause, what does the bank not have to compensate customers for?
Any delay caused by routine maintenance
Damages to the bank's facilities
Acts initiated by the bank
Delay due to unforeseen events beyond the bank's control
Scheduled system upgrades
Which of the following is NOT part of the Customer Rights Policy?
Right to Fair Treatment
Right to Transparency, Fair and Honest Dealing
Right to Suitability
Right to Free Internet Banking for all customers
Right to Privacy
The Right to Fair Treatment ensures that customers are not discriminated against based on:
Gender, Age, Religion, Caste, Physical ability
Profession and Income level
Banking relationship tenure only
Location of residence only
Education background
Under the Right to Transparency, customers must be informed about changes in terms and conditions at least:
7 days before
15 days before
30 days before
Immediately after the change
Only when the customer visits branch
Right to Suitability ensures that:
All customers get the same product irrespective of need
Products are appropriate to customer needs and financial circumstances
Banks may compel customers to buy third-party products
Products are sold without considering RBI/SEBI/IRDA guidelines
Banks avoid offering investment products to all customers
Which of the following is NOT allowed under the Right to Privacy?
Sharing personal information with consent
Disclosure of information when required by law
Using customer data for marketing without consent
Mandated disclosures communicated in writing
Providing data for mandated business purposes
As per Customer Rights Policy, banks must provide a dedicated counter or priority service to:
High Net-worth Individuals only
Senior Citizens and Differently abled persons
Corporate customers only
Government employees only
Foreign Exchange customers only
Which of the following is a key obligation of the bank under Customer Rights Policy?
Train staff adequately to attend customers courteously
Charge higher fees for grievance handling
Avoid providing written communication to customers
Terminate relationships without notice
Discourage senior citizens from physical banking
If a bank delays death claim settlement of deposit-related claims beyond the stipulated timeline due to reasons attributable to the bank, how is compensation paid?
At a fixed rate of 6% per annum
At a rate equal to the prevailing savings deposit interest rate
At a rate not less than prevailing Bank Rate + 2% per annum
At a rate not less than prevailing Bank Rate + 4% per annum
At a flat penalty of ₹5,000
In case of delay in death claim settlement process for safe deposit locker/ articles in safe custody claims beyond the prescribed timeline, what compensation is payable by the bank?
₹1,000 per week of delay
₹2,000 per day of delay
₹5,000 per day of delay
Interest at savings deposit rate
No compensation is payable
Which of the following is considered a Third-party breach?
Application Frauds
Account Takeover
Skimming / Cloning
External Frauds such as ATMs/mail servers compromise
All of the above
If a customer reports a third-party breach within 4 to 7 working days, what is the liability?
Zero liability to customer
100% liability
Transaction value or the capped amount, whichever is lower
Bank bears full liability
50% liability
If a customer reports a third-party breach after 7 working days, what is the liability?
Zero liability
Limited liability
100% customer liability
50% liability
Bank bears liability
How are the working days for liability counted?
Calendar days
Bank’s head office working days
Customer’s home branch working days excluding date of receiving communication
Reserve Bank working days
Only weekdays excluding Saturday
In case of customer’s negligence like sharing PIN/OTP, who bears the loss until reporting?
The Bank
Shared by bank and customer
The Customer
Insurance covers it
Depends on RBI decision
After a customer reports negligence-based fraud, who bears the loss for further transactions?
Customer continues to bear loss
Bank bears the loss
Shared equally
Insurance covers it
Depends on transaction value
Under zero liability policy, which of the following cases are covered?
Fraud due to bank’s contributory negligence
Fraud due to third-party breach reported within 3 working days
Fraud due to customer’s negligence
Both A and B
All of the above
What is the reversal timeline for zero/limited liability shadow credit?
Within 3 working days
Within 7 working days
Within 10 working days
Within 30 working days
Within 90 working days
By when must the bank provide final credit or establish negligence?
Within 7 working days
Within 15 working days
Within 30 days
Within 60 days
Within 90 days
If the customer refuses to hotlist the card or cooperate with the bank, then:
Zero liability still applies
Limited liability applies
Customer is not entitled to compensation
Bank must still refund
RBI covers the loss
Limited liability of a customer arises when:
Customer reports within 3 working days
Customer reports after 7 working days
Customer reports within 4 to 7 working days
Customer never reports
Bank confirms no negligence
If a customer reports a third-party breach within 3 working days, what is the liability?
100% customer liability
Zero liability to customer
50% liability
Transaction value capped at ₹10,000
Liability depends on bank discretion
