Question

Gaurav opened an account with Sapna Bank. One day, while operating the ATM, his card did not function. However, the money was deducted from his account. To add to his agony, he discovered that his passbook showed multiple deductions for service charges also He approached the Bank but the bank refused to address his problem.

i. Identify the agency he can approach for the redressal of his grievance.

ii. State its functions.

iii. Provide the advantage and disadvantages of this agency.

Answer 1

(i) Chief Vigilance Officer/ Ombudsman can be approached by Gaurav for redressal of his grievance.

(ii) Functions of Chief Vigilance Officer include:

(a) To investigate complaints and attempt to resolve them, usually through recommendations (binding or not) or mediation.

(b) To identify systemic issues leading to poor service or breaches of people's rights.

(iii) Advantage of this system is:

(a) he or she examines complaints from outside the offending state institution, thus avoiding the conflicts of interest inherent in self policing.

Disadvantages of this system are:

(a) The system relies heavily on the selection of an appropriate individual for the office, and

(b) cooperation of at least some effective official from within the apparatus of the state.