The employee unions of banks have suggested to Reserve Bank of India that the customer grievance cell called Banking Ombudsman should be renamed as Banking Lokpal so as to make it more relevant to the understanding of the common man.

The special committee set up by the apex bank in this regard has agreed to the suggestions of the bank union keeping in view the customers' benefit.

The idea was given by the Indian National Bank Employees' Federation (INBEF) to the committee headed by M Damodaran. Customers hailing from rural areas typically were having problems in understanding the meaning of the term 'Ombudsman' and thus did not know their rights with the grievance cell.

Subhash Sawant, general secretary, INBEF, said, "Many bank customers mainly from rural customers do not understand what ombudsman is all about. When we ask them to file a complaint with the ombudsman, they simply ask us, 'What is ombudsman?' "

Amongst other suggestions were to increase the count of Ombudsman offices in the country to aid better to customer grievances and also to start a special cell catering specifically to the senior citizen class.

In its reply to IBNEF with respect to its suggestions, the committee said, "The title of the RBI Banking Ombudsman may be changed to a simpler, easily understandable one. The area of operations of the Ombudsman may also be enlarged." In a letter to the Federation the committee also said, "The number of pensioners is increasing. Special counters for pensioners may be considered especially during the first week of every month."

"The committee has agreed in principle to our recommendations. We welcome the response on the matter of senior citizens. About the matter of changing the name of the banking ombudsman, we will know when the report is out," Mr Sawant said.