PSBs asked to set up one national helpline

The government has asked state-owned lenders to set up a "single national helpline" to facilitate expeditious redressal of consumer grievances.

"The helpline number will be preferably of three or four digits, so that in case of need customers dial the given number to reach out to their banks and respective branches or departments by way of a hub-and-spoke model," said a government official, who did not wish to be identified.

Preliminary work has begun on the proposal, which was discussed with the banks in September, said the official.


The move comes following complaints over defunct bank helpline or contact numbers given for consumer redressal.

"A single helpline will help all banks put in place a uniform policy to address customer complaints and turnaround time for their redressal," the official said, adding that a single number is in sync with the government's focus on digitisation in banking.

The banks will engage PSB Alliance Private Limited for coordinating and developing an appropriate system and monitoring the functioning of the helpline.