Following the controversy over e-KYC verification which broke out after oil companies and the oil ministry claimed that Rs 167 crore of LPG subsidies had been deposited in the accounts of Airtel Payments Bank without the knowledge of customers, who were unaware that such accounts had been opened, Bharti Airtel chief executive officer Gopal Vittal wrote a letter to all employees on December 25 in which he regretted the situation which forced the exit of Airtel payment Bank head Shashi Arora.
The CEO said he didn’t live up to our high standards. Airtel has already admitted to lapses in governance in its customer authentication process which led to the suspension of both the telco’s as well as its payments bank arm’s e-KYC licence by the Unique Identification Authority of India (UIDAI) for alleged misuse.
Vittal wrote: “As you know, we take great pride in being a strong customer centric brand that upholds the highest standards of governance. In this case we did not meet our high standards. First, we could have acted faster. If customers were inconvenienced, we knew. And we should have done something about it immediately. Second, we could have been far more responsive to the concerns of key government departments. Third, we could have shown urgency relating to the spirit of compliance even if we adhered to the letter behind compliance.”
Vittal wrote: “As you know, we take great pride in being a strong customer centric brand that upholds the highest standards of governance. In this case we did not meet our high standards. First, we could have acted faster. If customers were inconvenienced, we knew. And we should have done something about it immediately. Second, we could have been far more responsive to the concerns of key government departments. Third, we could have shown urgency relating to the spirit of compliance even if we adhered to the letter behind compliance.”
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