The functions of the department encompass a variety of activities relating to customer service and grievance redressal in the RBI and the banking sector, including the aspects relating to the Banking Ombudsman Scheme and the Banking Codes and Standards  2  BIS Review 121/2007  Board of India, Such an oragnisational dispensation has enabled a more focused policy attention to the customer service dimension of the banking sector.
Banking Codes and Standards Board of India (BCSBI) Recognising an institutional gap in measuring the performance of the banks against codes and standards based on established best practices, the RBI took the initiative for setting up the Banking Codes and Standards Board of India (BCSBI). It is an autonomous and independent body, adopting the stance of a self-regulatory organisation.