The Right To Information Act, 2005
The particulars of any arrangement that exists for consultation with, or representation by, the members of the public in relation to the formulation of its policy or implementation thereof

A system of monthly meeting between the branch heads, key staff and customers exists at the branch level to obtain customer feedback/consultation. Also, the Standing Committee on Customer Service has quarterly meetings, for which customers are invited to suggest improvements if any, in products, processes or policies.