Cost of Handling Complaints – RBI

Cost of Handling Complaints – RBI

What does it tell us?

Complaints handling under Banking Ombudsman Scheme (BOS) – 2006 (Covering Banks in India)

  • The average cost of handling a complaint under the BOS decreased by 33.46%, from ₹2,412/- during July 1, 2019, to June 30, 2020, to ₹1,605/- during July 1, 2020, to March 31, 2021.
  • The reduction in cost was on account of the increased volume of complaints handled by the same human resources, supported by the end-to-end digitization of complaint processing in Complaints Mgt Sys.

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