To encourage a formal channel of communication between the customers and the bank at the branch level, banks were advised to take necessary steps for strengthening the branch level customer service committees with greater involvement of customers. Senior citizens are important, they are to be included in the branch level customer service committees. These should be as a mechanism of effective corporate governance.
In the mid-term review of the Monetary and Credit Policy 2003–2004 a decade back, to review the level of public service provided by the Reserve Bank and banks, to evolve appropriate incentives to facilitate change on an ongoing basis, the Committee on Procedures and Performance Audit of Public Services was set up under DG, Dr. Tarapore.