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).35 1
OBJECTIVES:

On completion of this topic you will be able to

 List the Powers of Ombudsman

 Explain the procedure for Settlement of customer

grievances.

CCP604(B).35 2
Recap

In the previous lessons we discussed the

 General powers and duties of ombudsman

 To receive complaints

 To consider such complaints and facilitate customer

satisfaction through

CCP604(B).35 3
Recap

 Settlement by agreement

 Settlement by recommendation or

 Settlement by an award

CCP604(B).35 4
Structure :
 Power of Ombudsman

 Settlement

 Summary

 Quiz

 Frequently asked Questions

 Assignment
CCP604(B).35 5
Power to Call Information

 After receiving the complaint, the banking

ombudsman may require the bank named in the

complaint..

CCP604(B).35 6
 Power to Call Information

 To provide any information or furnish certified copies

of any documents relating to the subject matter of the

complaint which is or is alleged to be in its possession

CCP604(B).35 7
 Power to Call Information

 In the event of the bank concerned not providing the

information sought..

 It would be inferred that the information

CCP604(B).35 8
Power to Call Information

 If provided or copies if furnished, would be

unfavourable to the bank.

CCP604(B).35 9
Power to Call Information

 The Banking ombudsman has to maintain

confidentiality of any information or document coming

into his knowledge or possession in the course of

discharging in his duties..

CCP604(B).35 10
 Power to Call Information

 And shall not disclose such information or documents

to any person except with the consent of the person

furnishing such information or documents.

CCP604(B).35 11
 Power to Call Information

 However, the Banking Ombudsman may disclose any

information or document furnished by a party in a

complaint to the other party or parties…

CCP604(B).35 12
Power to Call Information

 To the extent considered by him to be reasonably

required to comply with the principles of natural

justice and fair play in the proceedings.

CCP604(B).35 13
Settlement by Agreement

 As far as possible, the Banking Ombudsman tries to

bring about an amicable settlement of the complaint

by agreement between the complainant and the bank

named in the complaint through conciliation or

mediation.

CCP604(B).35 14
Settlement by Agreement

 For the purpose of promoting a settlement of the

complaint, the Banking Ombudsman follows

appropriate procedure and he shall not be bound by

any legal rule of evidence.

CCP604(B).35 15
Recommendation for Settlement

a) If a complaint is not settled by agreement within a

period of one month from the date of receipt of

complaint or such further period, as it might be

considered necessary.

CCP604(B).35 16
Recommendation for Settlement

 The banking ombudsman may make a

recommendation by reference to what is, in his

opinion, fair in all the circumstances.

CCP604(B).35 17
Recommendation for Settlement

a) Copies of the recommendation shall be sent to the

complainant and the bank concerned.

CCP604(B).35 18
Recommendation for Settlement

a) The recommendation by the banking ombudsman will

be open to acceptance by the complainant only if he

accepts all terms of the recommendation in full and

final settlement of his claim against the bank.

CCP604(B).35 19
Recommendation for Settlement

a) If the recommendation accepted, within two weeks

from the date of receipt of the recommendation the

complainant send his acceptance in writing.

CCP604(B).35 20
Recommendation for Settlement

 Stating clearly that he is prepared to accept a

settlement in terms of the recommendation is full an

final settlement of his complaint

CCP604(B).35 21
Recommendation for Settlement

a) The banking ombudsman shall cause a copy of the

letter of acceptance, received from the complainant

to be forwarded to the bank.

CCP604(B).35 22
Recommendation for Settlement

 The bank shall, if the recommendation is acceptable

to it, comply with the terms of the recommendations

immediately on receipt of acceptance of the terms by

the complainant

CCP604(B).35 23
Recommendation for Settlement

 And inform the Banking Ombudsman of the

settlement in terms of his recommendation.

CCP604(B).35 24
Recommendation for Settlement

 If the recommendation is not acceptable to the bank,

it shall inform the Banking ombudsman within a

period of two weeks.

CCP604(B).35 25
 Summary

 On receipt of the complaint banking ombudsman may

call the bank to provide any information or to furnish

the certified copies of documents relating to the

complaint.

 Then the ombudsman tries to settle the issue by

agreement.
CCP604(B).35 26
 Summary

 If not possible settle the issue by recommendation.

 If the recommendation is not acceptable to the bank,

it must inform the banking ombudsman within a

period of two weeks.

CCP604(B).35 27
Frequently Asked Questions

 Briefly explain the power of ‘Calling for information’ by

Ombudsman.

 Explain the terms ‘settlement by agreement’.

 Explain the terms ‘recommendation for settlement.’

CCP604(B).35 28
ASSIGNMENT:

Explain the various Powers of Ombudsman.

CCP604(B).35 29