NEW DELHI: A bank branch manager in Odisha Grameen Bank has been suspended, and all 28 Regional Rural Banks (RRBs) across India have been directed to provide more compassionate and transparent customer service. The directive comes in reference to the infamous incident of a tribal man carrying his sister’s skeleton to a bank as proof of her death in a bid to access money from her savings account. The action was confirmed by Union minister of state for finance Pankaj Chaudhary in a letter to Odisha assembly leader of opposition Naveen Patnaik.In his June 12 response to Patnaik, Chaudhary said the department of financial services had taken a serious view of the incident and issued an advisory to all RRBs on May 29 to prevent similar occurrences, particularly among customers from rural, tribal and other vulnerable communities.“However, the incident has been viewed seriously by the Department of Financial Services. This Department acknowledges that while strict adherence to prescribed procedures is essential in banking operations, it is equally important that such procedures are implemented with due sensitivity, empathy, and effective communication, particularly in rural and tribal areas,” the minister wrote.According to the letter, Odisha Grameen Bank (OGB) suspended the branch manager of its Malliposi branch, where the incident took place. The bank has also issued an advisory, with the approval of its board, instructing field staff to ensure compassionate and transparent service delivery to customers.The Department of Financial Services subsequently expanded those directions nationwide, asking all 28 RRBs to ensure responsive, compassionate and transparent customer service, especially for people from rural, tribal and vulnerable sections of society.The case came to national attention after Patnaik wrote to Chaudhary on May 2, raising concerns about the difficulties allegedly faced by the family due to procedural delays at the bank branch.Following a review of the matter with Odisha Grameen Bank, the ministry was informed that the deceased account holder, Kalra Munda, had not registered a surviving nominee. As a result, settlement of the claim required prescribed documentation, including a death certificate and legal heir details.The bank said that after intervention by the local administration, the required documents were issued and the claim amount of Rs 19,402 was released to Jeetu Munda and two other legal heirs of the deceased depositor.The incident involved a tribal man carrying the skeleton of his sister to the bank to establish proof of her death and withdraw funds from her savings account, triggering widespread outrage and scrutiny of banking procedures in rural areas.