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      Question

      If an institution fails to provide a service that it has

      no legal, regulatory, or contractual obligation to offer, can this failure be labeled a "deficiency in service"? 
      A Yes, because any customer dissatisfaction is a deficiency. Correct Answer Incorrect Answer
      B No, because a deficiency applies only to services the entity is required to provide statutorily or otherwise. Correct Answer Incorrect Answer
      C Yes, but only if the customer files the complaint within 10 days. Correct Answer Incorrect Answer
      D No, unless the dispute amount involves more than â‚ą10 Lakhs. Correct Answer Incorrect Answer
      E Yes, because all financial actions are automatically covered. Correct Answer Incorrect Answer

      Solution

      A deficiency only occurs when an institution fails to deliver a service that it is required to provide. If there is no statutory or standard obligation to provide the service, a failure to offer it does not meet the definition.

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