Banking Customer Service: DFS Push, CPGRAMS and RBI Complaints
Why in the news
The Finance Ministry and RBI are pressing banks on service quality, shown by an unannounced branch check.
Key facts
- CPGRAMS accepts complaints online and via the UMANG app; DFS stands 21st because of unresolved banking and insurance cases.
- 57% of maintainable Ombudsman complaints needed formal RBI intervention.
- Maintainable matters: frauds, wrongful charges, foreclosure fees.
- RBI criticised KYC refreshes becoming “HYC” and rural misselling.
About CPGRAMS
| Point | Detail |
|---|---|
| Built by | NIC |
| Run by | DARPG |
| Hours | 24/7 portal |
| Reach | Central and State bodies |
| Access | Registration ID for citizens; role-based officer login |
Exam angle
- Grievance portal: CPGRAMS.
- Complaint growth: 50% CAGR.