The functions of the CSD include

• Dissemination of instructions or information relating to customer service
• Grievance redressal by banks and the RBI
• Overseeing the mechanism in respect of services rendered by it
• It will administer the Banking Ombudsman (BO) scheme and act as a nodal department for the Banking Codes and Board of India" target="_blank" >^* (BCSBI)
• It will coordinate between banks, the Indian Banks Association, the BCSBI, BO offices and RBI regulatory departments on matters relating to customer services and grievance redressal