•  Every bank has been asked to convert the Ad Hoc committee of executives on customer service headed by the CMD/ED into a Standing Committee that periodically reviews the policies and procedures and working of the bank’s own grievance redressal machinery.
These committees have been found to be very useful as the CEO of the bank and his top management team is singularly focused on matters relating to customer services at the meetings of these committees and decisions for improving services tend to get taken instantly, cutting across different departments.