Unit 3 - Banking
Unit 3 - Banking
Unit 3 - Banking
5. Suitability
Banker should concentrate lending activity on purpose desirable from
the point of view of economic health of the nation. Finance to gambling
is not a part of banking business. Due consideration should be given to
control inflation and raising the standard of living of the people.
6. Risk Diversification
Every loan has its own risk. So it is better to give an advance for different
purposes and segments to spread the risk. For safety of interest against
contingences, the banker follows the principle of “Do not keep all the eggs in
one basket.”
Bank should avoid concentrating the funds in a few customers or segments.
The advances should be spread over a reasonably wide area, number of
borrowers, number of sectors, geographical area and securities. Another form
of diversification is maturity diversification. Under this, the loan portfolio is
concentrated over different maturity periods. So that, a certain amount of
loans matures at regular intervals which can be utilized to meet the depositor’s
demand.
7. Purpose
A banker should inquire the purpose of the loan. Safety and liquidity of
loan depend on the purpose of loan. Loan may be required for
productive purposes, trading, agriculture, transport, self-employment
etc. Loan for productive purpose would increase the chances of
recovery. On the other side, loan for non-productive purpose would
have lots of uncertainty about recovery. After nationalization, the
purpose of a loan has assumed more significance.
8.Nature of Business
There may be innumerable types of businesses and the repaying
capacity of a borrower dependson the nature of the business. So,
banker should consider this while granting the loan.
9. National Policies
In a developing country like India, banks are also required to fulfill some
social responsibilities. Government policies and national interests
impose certain social responsibilities on commercial banks. Sometimes
to cater to social responsibility, advances are given at concessional rate
to the weaker and neglected sectors. The lending policies of banks are
to be modified from time to time to suit the needs of the economy.
Types of Loans and Advances
• Secured Loans- Secured loan refers to loans where you have to pledge
collateral. A prime example of secured loans would be home loans. In the
case of a home loan, your house acts as a security to the lender. In case
you default on your loan, the lender holds the right to seize your property
to recover the loan dues.
• Unsecured Loans - An unsecured loan is a loan where you don’t have to
pledge collateral. Your loan eligibility and interest rate is decided based on
your creditworthiness – your income, repayment capacity and credit score.
A cash loan or personal loan would be the best example for unsecured
loans.
• Interest rates for unsecured loans could be slightly higher than secured
loans because of the higher risks involved due to the absence of collateral.
FORMS OF ADVANCES
• Home Loan - Home loans are secured loans that are utilised to purchase land
or property. There are different types of home loans available in India,
namely land purchase loans, home construction loans, home improvement
loans, etc.
• 2. Gold Loan - Gold loans are loans secured against gold ornaments or coins
or bullion. The borrower pledges gold ornaments to the lender in exchange
for funds as per the applicable loan-to-value norms. Gold loan interest rates
could be lower than personal loans.
• 3. Loan Against Property - A loan against property or LAP is a secured loan
sanctioned against a property pledged as collateral. The LAP amount doesn’t
have any end-use restrictions, meaning, you can use the amount for any
financial requirement.
Different Types of Secured Loans in India
• Loan Against Insurance Policies - Certain types of life insurance policies like
endowment plans and traditional policies could qualify as security for a loan against an
insurance policy. The maximum loan amount could be up to 90% of the policy’s
surrender value (not its sum assured).
• 5. Loan Against Mutual Funds and Shares - Mutual funds and shares can also be
pledged as collateral in exchange for funds. Lenders could sanction up to 65% of the
NAV of eligible shares and equity funds, and up to 85% of eligible debt funds as a loan.
The loan funds could be used for any purpose; however, the pledged shares or fund
units cannot be redeemed unless the loan is cleared in full. That said, the unpledged
fund units and shares would continue earning interest as per performance.
• 6. Loan Against PF/EPF - If you have a Provident Fund (PF) account, it is possible to get
a loan against your PF account. Such loans are considered as a premature withdrawals
and no additional interest rate would be charged. However, premature PF withdrawal
is only allowed for certain predefined requirements like medical emergency, home
purchase, wedding, unemployment, etc. subject to terms and conditions.
Different Types of Secured Loans in India
• Loan Against Fixed Deposit - A loan against FD is a type of loan where you can
secure funds using your fixed deposit as collateral. You can borrow a certain
percentage of the total deposit amount, typically up to 90-95% of the deposit,
depending on your bank’s policies. The interest rate on such a loan is usually up
to 2% higher than the applicable FD rate.
• 8. Vehicle Loan - Vehicle loans are usually secured loans that help you finance
your dream vehicle like a car, bike or electric vehicle. The concerned vehicle
works as collateral against your loan.
• 9. Car Loan - If you’re planning to purchase a car, you can opt for car loans.
Lenders could offer up to 85% of the car’s ex-showroom price as a loan as per
their terms and conditions. That said, car loans could further be classified as new
car loans and used car loans.
• 10. Two-wheeler Loan - You can opt for two-wheeler loans to purchase a
motorcycle or a scooter of your choice. You can get up to 85% financing of the on-
road value of the two-wheeler as a loan, wherein the vehicle would be pledged as
collateral.
Different Types of Unsecured Loans in
India
• Personal Loans - Personal loans are unsecured loans that can be used to meet any
type of financial requirement – from emergencies and home renovation to fund a
vacation or wedding. Pre-approved customers and applicants with stable income
and high credit score can get personal loans at the lowest applicable rates.
• 2. Cash Loan - A cash loan is similar to a personal loan; however, eligible applicants
can get such a loan in a few minutes through the lender’s mobile application in a
100% paperless process. They too, like personal loans, can be used for any
requirement with no end-usage restrictions whatsoever.
• 3. Education Loans- Education loans are used to fund higher education in India or
abroad. They cover not just the tuition fees of the educational institutions but also
the accommodation and other living expenses borne by the students during the
course of study. But while education loans are typically unsecured in nature, lenders
could ask for collateral or guarantor to approve certain education loan applications
involving high loan quantum.
Different Types of Unsecured Loans in
India
• Agricultural Loans - Agricultural loans are available for different kinds of farming-
related activities. Financial institutions offer monetary aid to farmers all across
the country.
• Flexi Loans - A flexi loan is a financing facility wherein the borrower avails of a
certain amount and pays interest only for the amount used.
• Credit Card Loans - Loans on credit card are linked to a user’s credit card account
that may or may not be linked to the card’s credit limit. The loan repayment EMIs
are typically clubbed with the card’s monthly bill. While these loans could be
availed of quickly involving zero paperwork and used for any financial
requirement, their interest rates are typically much higher than personal loan
rates. Thus, they should be used only as a last option and for as low an amount as
possible.
• Short-term Business Loans - Short-term business loans are unsecured loans that
are useful for meeting the daily expenses or diversification of a business,
organisation or entity.
Different Types of Unsecured Loans in
India
• Payday Loan - A payday loan is a short-time loan typically with a
smaller ticket-size, wherein the lender gives the loan at a higher rate
of interest. The tenure of payday loans is generally shorter than
personal
• Overdraft - A bank overdraft allows eligible customers to withdraw
money or make eligible transactions up to a predefined limit even if
their account balance is zero. The interest is charged only on the
utlised overdraft amount and not the entire overdraft limit. However,
certain types like overdraft against FD and insurance policies are
considered secured loan options.
Priority Sector Lending
• RBI issues the statutory and other regulations that banks have to
follow while issuing loans and advances.
• These regulations are meant for all the Scheduled Commercial Banks,
excluding Regional Rural Banks.
• These regulations are announced by means of a Master Circular that
is issued every year
PURPOSE
• These guidelines are issued by RBI in exercise of powers conferred by
the Banking Regulation Act, 1949.
• Banks should implement these instructions and adopt adequate
safeguards.
• The purpose is to ensure that the banking activities undertaken by
them are run on sound, prudent and profitable lines.
RESTRICTIONS ON LOANS AND
ADVANCES
• LOANS AND ADVANCES AGAINST SHARES, DEBENTURES AND BONDS
Advances to individuals
• Purpose of the Loan – To meet contingencies, personal needs,
subscribing to new or rights issues or purchase in the secondary market.
• Amount of advance - should not exceed the limit of Rupees ten lakhs per
individual if the securities are held in physical form and Rupees twenty
lakhs per individual if the securities are held in dematerialised form.
• Margin - Banks should maintain a minimum margin of 50 % of the
market value of equity shares / convertible debentures held in physical
form and 25% if in dematerialised form.
RESTRICTIONS ON LOANS AND
ADVANCES
• LOANS AND ADVANCES AGAINST SHARES, DEBENTURES AND BONDS Advances to
Share and Stock Brokers/ Commodity Brokers
• Banks and their subsidiaries should not undertake financing of 'Badla' transactions.
• They may be provided need based overdraft facilities / line of credit against shares
and debentures held by them as stock-in-trade
• Ceiling of Rs 10 lakh/Rs 25 lakh for individuals is not applicable here and the
advances would be need based.
• Banks may grant working capital facilities to stock brokers registered with SEBI and
who have complied with capital adequacy norms prescribed by SEBI.
• A uniform margin of 50 % shall be applied on all advances / financing of IPOs /
issue of guarantees on behalf of share and stockbrokers
Example of Badla
• Suppose A wants to buy shares of a company but does not have enough
money now. If A values the shares more than their current price, A can do a
badla transaction. Suppose there is a badla financier B who has enough
money to purchase the shares, so on A's request, B purchases the shares
and gives the money to his broker. The broker gives the money to exchange
and the shares are transferred to B. But the exchange keeps the shares with
itself on behalf of B. Now, say one month later, when A has enough money,
he gives this money to B and takes the shares. The money that A gives to B
is slightly higher than the total value of the shares. This difference between
the two values is the interest as badla finance is treated as a loan from B to
A. The rate of interest is decided by the exchange and it changes from time
to time.
RESTRICTIONS ON LOANS AND
ADVANCES
• LOANS AND ADVANCES AGAINST SHARES, DEBENTURES AND BONDS Bank
Finance for Market Makers
• Market Makers approved by stock exchange would be eligible for grant of
advances by scheduled commercial banks
• A uniform margin of 50 per cent shall be applied on all advances / financing
of IPOs / issue of guarantees on behalf of market makers
• A minimum cash margin of 25 per cent (within the margin of 50%) shall be
maintained in respect of guarantees issued by banks for capital market
operations.
• Banks may accept, as collateral for the advances to the Market Makers, scrips
other than the scrips in which the market making operations are undertaken
BASEL NORMS
• Basel norms or Basel accords are the international banking
regulations issued by the Basel Committee on Banking Supervision.
• The Basel norms is an effort to coordinate banking regulations across
the globe, with the goal of strengthening the international banking
system.
• It is the set of agreement by the Basel Committee of Banking
Supervision which focuses on the risks to banks and the financial
system
Basel Committee on Banking Supervision
• The Basel Committee on Banking Supervision (BCBS) is the primary
global standard setter for the prudential regulation of banks and
provides a forum for regular cooperation on banking supervisory matters
for the central banks of different countries.
• It was established by the Central Bank governors of the Group of Ten
countries in 1974.
• The committee expanded its membership in 2009 and then again in
2014. The BCBS now has 45 members, consisting of Central Banks and
authorities with responsibility of banking regulations.
• It provides a forum for regular cooperation on banking supervisory
matters.
• Its objective is to enhance understanding of key supervisory issues and
improve the quality of supervision worldwide.
Why these norms??
• Banks lend to different types of borrowers, and each carries its own risk.
• They lend the deposits of the public as well as money raised from the
market, i.e., equity and debt.
• This exposes the bank to a variety of risks of default and as a result they
fall at times. Therefore, Banks have to keep aside a certain percentage
of capital as security against the risk of non recovery.
• The Basel Committee has produced norms called Basel Norms for
Banking to tackle this risk.
• Till date 3 Basel Norms have been released which are collectively called
Basel Accords.
WHY THE NAME BASEL?
• Basel is a city in Switzerland.
• It is the headquarter of the Bureau of International Settlement (BIS),
which fosters cooperation among central banks with a common goal
of financial stability and common standards of banking regulations.
• It was founded in 1930.
• The Basel Committee on Banking Supervision is housed in the BIS
offices in Basel, Switzerland.
Basel I Norms
• In 1988, the Basel Committee on Banking Supervision (BCBS)
introduced capital measurement system called Basel Capital Accord,
also known as Basel-I.
• It focused only on credit risk.
• Credit risk is the possibility of a loss resulting from a borrower’s
failure to repay a loan or meet contractual obligations. Traditionally, it
refers to the risk that a lender may not receive the owed principal or
interest.
• It prescribed minimum capital requirement at 8% of the Risk
Weighted Assets (RWAs) for banks
• RWA means assets with different risk profiles.
• For example, an asset backed by collateral would carry lesser risks as
compared to personal loans, which have no collateral.
• India adopted Basel - I norms in the year 1999. Under Basel – I, the
RBI issued guidelines to maintain CRAR (Capital to Risk Assets Ratio)
or CAR (Capital Adequacy Ratio) of 9% by every Schedule Commercial
Banks.
• CRAR – It is defined as the proportion of bank’s total risk-weighted
assets to capital, that are held in the form of shareholders equity and
certain other defined class of capital.
Tier 1 Capital: It refers to a bank’s core capital, equity, and the disclosed
reserves that appear on the bank’s financial statements.
• In the event that a bank experiences significant losses, Tier 1 capital
provides a cushion that allows it to weather stress and maintain a
continuity of operations.
• Tier 1 capital is the primary funding source of the bank. Typically, it holds nearly all of the bank's
accumulated funds. These funds are generated specifically to support banks when losses are
absorbed so that regular business functions do not have to be shut down.
• Under Basel III, the minimum tier 1 capital ratio is 10.5%, which is calculated by dividing the
bank's tier 1 capital by its total risk-weighted assets (RWA)
• RWA measures a bank's exposure to credit risk from the loans it underwrites.
• For example, assume a financial institution has US$200 billion in total tier 1 assets. If they have a
risk-weighted asset value of $1.2 trillion, the capital ratio is 16.66%:
• ($200 billion / $1.2 trillion)*100=16.66%
• This is well above the Basel III requirements.
Tier 2 Capital
Tier 2 capital includes:
• Undisclosed funds that do not appear on a bank's financial
statements
• Revaluation reserves
• Hybrid capital instruments
• Subordinated term debt
• General loan-loss, or uncollected, reserves
• Under Basel III, the minimum total capital ratio is 12.9%, which
indicates the minimum tier 2 capital ratio is 2%, as opposed to 10.5%
for the tier 1 capital ratio.
• If the bank from the example above reported tier 2 capital of $30
billion, its tier 2 capital ratio for the quarter would be 2.5%:
• Operational Risk: Operational risk refers to various risks that can arise
from a company’s ordinary business activities.
• Basel II divides the eligible regulatory capital of a bank into three tiers.
The higher the tier, the more secure and liquid its assets.
• Tier 1 capital represents the bank's core capital and is composed of
common stock, as well as disclosed reserves and certain other assets.
At least 4% of the bank's capital reserve must be in the form of Tier 1
assets.
• Tier 2 is considered supplementary capital and consists of items such
as revaluation reserves, hybrid instruments, and medium- and long-
term subordinated loans.
• Tier 3 consists of lower-quality unsecured, subordinated debt.
Pillar II – Supervisory Review of capital
adequacy
Focuses on bank’s internal processes and systems.
• Does the bank have an internal capital assessment process??
• Does the bank have defined capital targets??
• Does the bank comply with minimum standards and makes required
disclosures??
• Does the bank cover risks ignored under Pillar 1??
Pillar III – Market Discipline &
Transparency
• Under this, the banks were needed to develop and use better risk
management techniques in monitoring and managing all the three types
of risks.
• Market Discipline- market mechanism that rewards disciplined banks and
penalizes weak management through primary and secondary markets.
• Transparency- Disclose bank related information timely to the public
LCR = Stock of high quality liquid assets/ Total net cash flows over the
next 30 calendar days.
• Net Stable Funding Ratio (NSFR) - The Net Stable Funding Ratio
(NSFR) requires banks to maintain a stable funding profile in relation
to the composition of their assets and their offbalance-sheet
activities.
• NSFR requires banks to fund their activities through stable sources of
finance (reliable over the one-year horizon).
• A sustainable funding structure is intended to reduce the likelihood
that disruptions to a bank’s regular sources of funding will erode its
liquidity position in a way that would increase the risk of its failure
and potentially lead to broader systemic stress
• The minimum NSFR requirement is 100%. Therefore, LCR measures
short-term (30 days resilience) and NSFR measures medium-term (1
year) resilience.
• NSFR = Available Stable Funding / Required Stable Funding
The Basel III capital regulations have been implemented in India since
1st April 2013 in a phased manner
Non-performing Assets
A nonperforming asset (NPA) is a
debt instrument where the
borrower has not made any
previously agreed upon interest
and principal repayments to the
designated lender for an extended
period of time. The
nonperforming asset is, therefore,
not yielding any income to the
lender in the form of interest
payments.
Non-Performing Assets
• NPA expands to non-performing assets (NPA). Reserve Bank of India
defines Non Performing Assets in India as any advance or loan that is
overdue for more than 90 days.
• “An asset becomes non-performing when it ceases to generate
income for the bank,” said RBI in a circular form 2007.
Types/Categories of Non-Performing Assets
• Standard assets
• It is a performing asset that generates constant income and pays back the loans before the due date.
Therefore, these assets have a reasonable risk and are not considered as NPAs.
• Sub-standard asset
• A non-performing asset that is overdue for less than or equal to 12 months is a Sub-standard asset.
• Doubtful assets
• It is an asset that has remained NPA for more than 12 months.
• Loss Asset
• An asset that remains a non-performing asset for more than 3 years, with less than 10% of the amount
is a loss asset. This occurs when a bank faces total loss as it cannot recover the asset.
NPA Provisioning
Provisioning is a method that banks employ to maintain a healthy
book of accounts. Apart from technicalities, it is the primary
responsibility to make adequate provisions for any drop in the
value of loan assets. In a particular quarter, banks set aside a
specific amount of profits for non-performing assets that may turn
into losses in the future. The provisioning also varies from bank to
bank.
Sub-Standard Assets
• Substandard assets are loans that have not been paid back for a short
time, usually less than a year. According to the rules of India’s central
bank, the RBI, if someone hasn’t paid their loan for more than 90
days, banks call it a ‘substandard’ loan. These loans are risky because
the borrower has started missing payments.
• Though banks believe they can get back the money from these loans,
they keep aside a small portion (15%) of the loan amount just in case
they can’t. To get their money back, banks work hard, regularly
checking in with borrowers. If the loan remains unpaid for a full year,
it becomes even more doubtful for banks to get their money back.
Doubtful Assets
• Doubtful assets are loans that haven’t been paid back for over a year.
The RBI, India’s central bank, says that if a loan isn’t paid for a year
after being labeled ‘substandard’, it’s called ‘doubtful’. As more time
passes without payment, banks keep more money aside, expecting
they might not get back the full amount: they keep 20% for 1-2 years,
30% for 2-3 years, and all of it (100%) if it’s unpaid for more than 3
years.
• These loans are very risky, and banks don’t expect to get all their
money back. So, banks keep a close eye on these loans and
sometimes even plan steps to get some money back. But if they still
don’t receive any payment, they consider the loan a complete loss.
Loss Assets
Loss assets are loans that banks believe they can’t get back at all. If the
bank thinks they can only recover less than 10% of a loan, they call it a
‘loss asset’ as per the RBI rules. The bank then sets aside the full
amount of that loan, meaning they expect not to get any of it back. This
is called “writing off” the loan.
Although the bank counts the loan as a total loss, they might still try to
get some money back legally, even if the chances are very slim. Simply
put, loss assets are loans where the bank has given up hope of getting
their money back.
Gross and Net NPA /NPA Absolute Number
• A higher number of NPAs indicates the dysfunctionality of loans and a
decrease in the income of the banks.
• GNPA: GNPA stands for Gross Non-Performing Asset. This number denotes
the total value of NPA in a quarter or a financial year. It is obtained by adding
all the principal amount and interest on that amount.
• NNPA: NNPA is Net Non-Performing Asset. The provision made by the bank is
deducted from the GNPA. It is the exact value obtained after the bank has
made provisions for it.
NPA Ratio
• This ratio denotes the total percentage of the
unrecoverable total advances. Amounts advanced are
the total outstanding amount.
• GNPA Ratio: It is the ratio of Gross NPA to Gross Advances
• NNPA Ratio: It is the ratio of Net NPA to Net advances
Difference b/w GNPA and NNPA
Basis for Gross NPA Net NPA
Difference
• Securitisation
• Securitization is the process of issuing marketable securities backed by a pool of existing
assets such as home or auto loans. An asset can be sold after it is converted into a marketable
security. A securitization or asset reconstruction company can raise funds from only the
Qualified Institutional Buyers (QIBs) by forming schemes for acquiring financial assets.
• Asset Reconstruction
• Asset reconstruction empowers asset reconstruction companies. It can be done by managing
the borrower’s business by selling or acquiring it or by rescheduling payments of debt payable
by the borrower as per the provisions of the Act.
• Enforcement of security without the interruption of the court
• The Act empowers banks and financial institutions to issue notices to individuals who have
obtained a secured asset from the borrower for paying the due amount and claim to a
borrower’s debtor to pay the sum due to the borrower.
SARFAESI ACT 2002
• In case any unhealthy/illegal act is done by the Authorised Officer, he
will be liable for penal consequences.
• The borrowers will be entitled to get compensation for such acts.
• For redressing the grievances, the borrowers can approach the DRT
(Debt Regulatory Tribunal) and thereafter the DRAT (Debts Recovery
Appellate Tribunal) in appeal. The limitation period is 45 days and 30
days respectively
Early Warnings of NPA
• The EWS are those which clearly indicate or show some signs of credit
deterioration in the loan account. They indicate the potential
problems involved in the accounts so that remedial action can be
initiated immediately. In fact most banks have EWS for identification
of potential NPA’s.
• Under the "Early Alert" system, for internal monitoring
purpose, banks may designate a time limit for overdue accounts to
determine the threshold for a proactive intervention - well before the
account becomes NPA. The EWS show or indicate some signs of credit
deterioration in the loan account.
EWS of NPA
• Financial Warning Signals-Default in repayment, continuous Irregularity in
the account, deterioration in working capital or in liquidity, declining sales
compared to precious period., etc.
• Operational Warning Signals-Underutilisation of plant capacity, frequent
labour problems, loss of important customers., etc.
• Managerial Warning Signals-Diversion of funds and poor financial controls,
lack of cooperation from key personnel, undertaking of undue risks., etc.
• Banking Warning Signals-Frequent request for further loans, delays in
servicing of interest, opening of accounts with other banks., etc.
• External Warning Signals-Economic recession, natural calamities,
introduction of new technology., etc.
Tools for NPA Recovery / Management of NPA
• Lok Adalat
• Usually Lok Adalat is used for settlement of disputes involving account in
‘doubtful’ and ‘loss’ category. This method is proved to be quite effective for
speedy justice and recovery of small loans.
• Debt Recovery Tribunal (DRT)
• This method is used to recover the NPA amounting ₹ 10.00 lacs and above. It
is the special court establishing by central government for the purpose of
bank or any financial institutions recovery. The retired judges of High Court
are appointed as the judges of this court.
Tools for NPA Recovery
• SARFAESI Act
• Securitisation and Reconstruction of Financial Assets and Enforcement of
Security Interest Act, 2002 (also known as the SARFAESI Act) helps for
recovery of NPA without intervention of any court.
• Asset Reconstruction Company (India) Ltd. (ARCIL)
• ARCIL is the first asset reconstruction company (ARC) of India. It is a company
which was set up with the objective of taking over Non Performing Assets
(NPA) from banks or financial institutions and to reconstruct or repack these
assets to make these assets saleable.
Management of NPA
• Robust risk scoring technique to ensure better quality of loans.
• Improving the quality of credit monitoring by designating a separate
credit manager or relationship manager.
• Monitoring EWS and taking immediate appropriate remedial action.
• Knowing a client’s profile thoroughly and preparing a credit report by
paying frequent visits to the client and his business unit.
• Compromise or use various settlement schemes.
Banking Sector
Reforms
As per recent update in
January 2022, banking
sector reforms in India
have been ongoing for
years, aiming to
enhance efficiency,
transparency, and
resilience. Some key
initiatives includes
• Recapitalization
• The government infused capital into public sector banks to strengthen their
balance sheets and improve lending capacity.
• Asset Quality Review (AQR)
• The RBI conducted AQRs to identify and address non-performing assets
(NPAs) in banks, leading to improved asset quality. NPA’s are improved
through Asset Reconstruction Companies.
• Consolidation
• Merger of several public sector banks was undertaken to create larger entities
with stronger financials and better operational efficiencies.
• Digitalization
• Banks have been encouraged to adopt digital technologies to enhance
customer experience, improve operational efficiency, and facilitate financial
inclusion.
• Governance reforms
• Measures have been taken to improve corporate governance practices in
banks, including appointing professional management and enhancing
transparency.
• Regulatory changes
• The RBI has introduced various regulatory measures to strengthen the
banking sector's stability and resilience, such as revised capital adequacy
norms and guidelines on risk management.
Banking Ombudsman
The Banking Ombudsman is a quasi-
judicial authority that the Government of
India created in 2006 to resolve customer
complaints about bank services. The
Reserve Bank of India (RBI) appoints a
senior official to serve as the Banking
Ombudsman for three years, with the
possibility of a two-year extension up to
the age of 65. The Banking Ombudsman is
responsible for addressing customer
complaints about shortcomings in banking
services.
Banking Ombudsman
As of January 2024, there are 22 Banking
Ombudsmen, with offices located
primarily in state capitals. The RBI has
established a centralized receipt and
processing center in Chandigarh for
receiving and initially processing physical
and email complaints in any language.
You can lodge a complaint with the
Banking Ombudsman online. The scheme
defines "deficiency in service" as the basis
for filing a complaint.
https://rbi.org.in/Scripts/Complaints.aspx
Banking Ombudsman – Role and Functions
• Resolving Customer Complaints
• The primary function of a banking ombudsman is to resolve disputes between customers
and their banks or financial institutions. This includes investigating complaints thoroughly
and impartially to determine whether the bank has acted unfairly or negligently.
• Mediation and Conciliation
• Ombudsmen facilitate communication between the customer and the bank, attempting
to find a mutually acceptable solution through mediation or conciliation. They provide a
neutral third-party perspective to help both parties reach a resolution.
• Investigation
• Ombudsmen have the authority to investigate complaints independently, gathering
evidence and information from both the customer and the bank. This may involve
reviewing documents, conducting interviews, and analyzing relevant data to assess the
merits of the complaint.
Banking Ombudsman – Role and Functions
• Issuing Recommendations or Decisions
• Depending on the jurisdiction, banking ombudsmen may have the power to
issue recommendations or binding decisions to resolve disputes. These
decisions may include ordering the bank to compensate the customer for
financial losses, rectify errors, or change their policies or practices.
• Providing Guidance and Advice
• Ombudsmen often offer guidance and advice to customers on their rights and
responsibilities regarding banking services. This may include educating
customers about their contractual obligations, how to avoid common banking
pitfalls, and the avenues available for resolving disputes.
Banking Ombudsman – Role and Functions
• Monitoring and Reporting
• Ombudsmen may also monitor trends in customer complaints to identify
systemic issues within the banking industry. They may publish reports and
recommendations to regulators and policymakers to improve banking
practices and consumer protection measures.
• Promoting Consumer Awareness
• Ombudsmen play a role in promoting consumer awareness about their rights
and avenues for seeking redress. They may conduct outreach activities, such
as public awareness campaigns, to inform consumers about the services they
provide and how to access them.