Mumbai, July 20 -- Swaminathan J, Deputy Governor of the Reserve Bank of India has stated that Internal Ombudsman framework in Indian banks represents a simple but important principle-that every regulated entity should have the ability and the willingness to resolve customer grievances fairly within the institution itself. An effective Internal Ombudsman framework depends on the environment created by the Board and the regulated entity's senior management.

He noted that the Board sets the tone for the organisation. If customer-centricity is viewed merely as a compliance requirement, the grievance redress mechanism will inevitably become a compliance exercise. On the other hand, when the Board views customer service as an integral part of...