While there is wide appreciation of the Online Dispute Resolution (ODR) system conceived by RBI, how many PSOs have actually enabled it? Should not the entities embrace such initiatives upfront and enhance customer satisfaction? Afterall, PSOs deal with public money. 15. Increase in digital payments and its users also brings to the fore potential risks pertaining to cyber security, data privacy and operational resilience.
Might I suggest that you also consider the role of auditors in relation to the ethical foundations and culture of a firm? I would like to see auditors play a role in relation to reviewing whether the targets for ethical behaviour set by the board are also implemented in practice.