Bank union launches online platform for customer assistance

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Bank employees, often a favourite punching bag for disgruntled consumers, have joined hands to turn a pleasant surprise of sorts by launching a complaint redressal platform designed to help retail consumers about rights and remedies. The Economic Times has reported that aggrieved customers can register complaints on this website called Banksclinic.com.

All India Bank Employees’ Association (AIBEA), which is affiliated to the Indian National Trade Union Congress (INTUC) is behind this move.

“We have a team that will guide the customer on how to proceed with the problem, but we are not going to solve the problem. We are more like a facilitator…many people don’t know how to complain,” C H Venkatachalam, general secretary, AIBEA told the media.

Elaborating what a customer can do, he said any customer can fill out the details of the relevant complaint, create a ticket, and receive a reply in five working days on the remedies available and information on what the RBI guidelines prescribe on that matter.

The platform will not be liable to resolve query of customers but would guide them on available remedies.

Applauding the step, Rajkiran Rai, chief executive of the National Bank of Financing Infrastructure Development said, “I remember the days when they (AIBEA) were against technology, so we had to give two increments extra to put the first computer in the bank. And, today, they are coming to a point where they are launching a website.” Rai inaugurated the event.

“I am happy this platform is to bring a solution to the complaints. Until now, only the bank was at the receiving end, so at least we will have comrades to shoulder that burden,” said MV Rao, the chief executive officer of Central Bank of India.

The step by the union was in keeping with the mood of the times, remarked Rai. Pointing out that there was a vast set of customers who believed in digital banking and has seldom visited any branch of any bank, he said, this set “…has never visited branches because they are on mobile and net banking platforms. These customers are difficult to handle because when you onboard them, you have to get things right first.” He said for such customers the Bank Clinic could be “very effective”.