PPB: Concepts and Practice · Part A: General Banking Operations

Chapter 11: Customer service, grievances, consumer law and RTI

What a bank owes its customers in service, how a complaint travels to the RBI Ombudsman, and two other laws a customer may use.

Buyers of the e-book, or of the print copy, which includes it, read the whole chapter. Everyone can read the free sample, pages 1 to 24 of the e-book.

In this chapter

• 11.1Service as a rule: the machineryp. 143
• 11.2When a digital payment goes wrongp. 144
• 11.3From the bank to the RBI Ombudsmanp. 145
• 11.4The Consumer Protection Act, 2019p. 146
• 11.5The RTI Act, and data privacyp. 147
• Exam traps and quick checksp. 148
• Practice: 16 questions in three roundsp. 149
• Answers, with every wrong option explainedp. 151
• Make it stickp. 153
• Chapter 11 on one pagep. 154

Corrections and updates

None for this chapter so far. Every correction to the book, and any rule that changes after its date, is listed on the errata page.