Further, data in the CMS should be effectively leveraged for data analytics to derive useful information such as commonalities across complaints, causative factors and details of banks / branches / delivery channels / products presenting adverse features. The data can be useful for appropriate policy and operational actions. 6.
Quality assurance: The International standard ISO 10003:2018, a quality management standard for customer satisfaction, gives guidelines for an organisation to plan, design, develop, operate, maintain and improve an effective and efficient dispute resolution process for complaints that have not been resolved by an external organisation. It would be useful to examine our processes vis-à-vis such/similar standards for possible improvements.