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“Blacklist Abusive Customers”: Bank Employees Call for Immediate Measures Amid Rising Attacks
The All India Bank Employees’ Association (AIBEA) has urged the Indian Banks’ Association (IBA) to address increasing instances of violence against bank staff, proposing immediate security measures and raising the demand for a Bankers’ Protection Act.
Author: Abhivad
Published: December 12, 2024
The All India Bank Employees’ Association (AIBEA) has raised concerns over the rising incidents of violence and abuse faced by bank staff. In a letter to the Chief Executive of the Indian Banks’ Association (IBA), AIBEA General Secretary C.H. Venkatachalam called for swift action to safeguard banking personnel.
(The letter from AIBEA to the Chief of IBA.)
Growing Instances of Violence Against Bankers
The AIBEA’s letter, dated 9 December 2024, highlights the frequent occurrences of physical and verbal abuse directed at bank staff by borrowers and customers. These incidents, often happening within bank premises, have adversely affected the morale of employees already burdened with stress from staff shortages and high workloads.
The letter underscores that bank employees serve customers as part of their professional duties and should not be subjected to abusive or violent behaviour. AIBEA noted that the “customer is always right” mindset often encourages unacceptable conduct by customers, further aggravating the issue.
(A campaign poster released by AIBEA.)
Proposed Immediate Measures
The AIBEA has outlined several recommendations to tackle the problem, including:
1. Issuing Standard Operating Procedures (SOPs) to branches for managing such situations.
2. Authorising branches to file complaints or First Information Reports (FIRs) against offenders without delay.
3. Installing CCTV cameras in all branches to ensure comprehensive surveillance.
4. Appointing security staff in branches to deter potential conflicts.
5. Blacklisting abusive customers and restricting their access to banking services for at least three years.
The association also proposed incorporating provisions in the Bipartite Settlement to enable employees to formally report incidents of misbehaviour or attacks.
Renewed Call for a Bankers’ Protection Act
The demand for a Bankers’ Protection Act has gained renewed attention amidst these developments. AIBEA has stressed the need for legal safeguards similar to those protecting government officials, ensuring that bank staff can perform their duties without fear of harassment or harm.
The AIBEA has urged the IBA to prioritise the safety and well-being of banking staff by implementing the suggested measures. The union emphasised that immediate action is essential to prevent further violence and called for collaborative discussions to introduce long-term legal protections.