Post Visit Report on Punjab National Bank organised

AAPKA BANK AUR BANKING LOKPAL

Venue: Hotel Regent Park Near T.V.Station, Gujral Nagar, Jalandhar 0181-4675555 10.12.2012, Monday at 10.30 A.M. to 2:00 PM followed by Lunch

Date & Time:

Panel of Resource Persons: 1. Sh. J.Tashi, Banking Ombudsman (RBI) Chandigarh 2. Sh. Kamal Parsad, Field General Manager PNB, Ludhiana 3. Dr Rajesh Yaduvanshi, Circle Head, Jalandhar 4. Mr. Rajendra Rao, Banking Ombudsman (RBI) New Delhi. 5. Mr J P Singh, SBOP representative. 6. Mr. D G Kale, Central Office (RBI) Mumbai. 7. Mr. Gobind Pandey, DGM HDFC Bank. 8. Mr. Umesh Chandra, SBI representative. 9. Amandeep Sayal, Regional Head, ICICI Bank. 10. Mr. Parminder DGM, RBI.
Participants of the seminar 1. Existing Banker of all scheduled commercial banks. 2. Chartered accountants, 3. NGO, Senior citizen associations 4. Educational Institutions: Faculty (5) and MBA Students (7) from LPU only. Faculties of School of Management with Banking exposure / Specialisation. Mr Anoop Mohanty 12512 - Mr Lalit Bhardwaj - Mr Vikrant Vikram - 14853 - Mr Naresh Kedia - Mr Sumit Goyal - 14120 5. Customers of banks.

Content of discussion speaker wise:

1. Mr. D G Kale, Central Office (RBI) Mumbai.
Geographical spread, branch networking, coverage in terms of population with various types of product offerings, Importance of customer service, deregulation of interest rates in saving account, third party products, miss selling, revenue and market share, Code of commitment for bankers, Financial Inclusion and introduction of Basic account for BPL segment.

2. Mr. Rajendra Rao, Banking Ombudsman (RBI) New Delhi.

IT enabled banking products like Credit card, debit card, POS, Cheque truncation, mobile banking, internet banking, ECS services and problems related to it. Issue related to service charge, Issue related to secrecy of ATM and credit card password, CVV no, issue of lost card, altertness on part of customer : Let the buyer beware, terms and conditions of loan documentation, signature on blank documents etc, Banker customer relationship, issue of min balance charges, Auto upgrade feature etc. Issue of fixed and floating interest rates, customer education with the help of awareness camps, ATM failed cash transaction case with 30 days cap, Pension disbursement related problems, CIBIL and one time settlement issues of loan.

3. Sh. J.Tashi, Banking Ombudsman (RBI) Chandigarh.

Concept of Banking Ombudsman Scheme 2006, awareness of Master circular on customer services in the first week of July. Mode of complaint registration and the process of dispute resolution with hierarchy ( Branch- Regional Office- Head Office) followed by NRI customers, MITC : Most important terms and conditions in fair practice code, Max compensation awarded upto 10 lakhs except credit card where max award is for Rs.1,00,000. Appeal to Deputy Governor, RBI against the judgment of Ombudsman with 30 days. Major types of complaints are ATM related issue, issue of counterfeit currency, CIBIL and its role for banking. Credit card defaults etc.

4. Sh. Kamal Parsad, Field General Manager PNB, Ludhiana

Role of PNB throughout India with a total of 68 circles. 4 Major requirements of a customer: deposit cash, withdrawal of cash, pass book updation and cheque (issue and deposit). The character and learning of rural population in context to banking. Discussion on Project Pragati launched in PNB to cover all 5500 branches with more customer friendly environment. Use of Customer friendly Kiosk in place of manual banking to cover wider areas like Cash deposit at ATM, Cheque requisition application, Pass book updation with bar code facility.

Followed by Question session - Facilities required to be offered to Senior citizens like Reverse Mortgage. - Preferential rate deposits etc. - Problem related to general management of branches. - ATM cash shortage and technical faults issues. - Issue of non receipt of interest certificates for IT purpose etc. - CIBIL related issue. - Issue of flexi fixed deposits, CASA deposits. - Lack of initiatives for spreading financial inclusion on part of RBI. - Miss selling of Insurance products. - Role of regulators as an inter-mediator in dispute settlement. Vote of Thanks: Mr. Parminder, DGM, RBI. Followed by Lunch Break 2:00 onwards Attachment: 1. Photographs of the event. 2. Copy of TA Bill. 3. FAQ prepared for the seminar by faculty and MBA students of LPU.