Regulators need to be more Captain Kirk than Mr Spock
Personal experiences of regulators will go a long way in them solving the problems of consumers
Over the past one year, I’ve spoken to various groups of people in the policymaking and regulatory space on consumer protection in the financial sector. Some have been the staff of regulators, other groups comprised bureaucrats in departments that engage with the regulators. Last week, it was a large group of banking ombudsmen, bank customer relations officials and banking regulator’s customer-facing staff at the Reserve Bank of India (RBI). My attempt in these conversations is to move from finger pointing and name calling using individual experiences of consumer distress to a larger perspective where we try and solve some core issues.