Last Updated on: 11/04/2017
1. Introduction
2.3. Nodal Officer and other designated officials to handle complaints and grievance:
All the branches of the Bank will display following boards
Time-Schedule for Resolving the Complaint:
1. Deficiency in normal banking service
Directly from public
30 days from the date of receipt
Government of India/ Reserve Bank of India
10 days from the date of receipt
2. Deficiency in normal banking service, which may result in monetary loss to the customers, subject to policy guidelines as per Compensation Policy.
Normally within 30 days from the date of receipt.In the cases requiring detailed investigation by branch or external agency, the settlement period may go beyond 30 days.
Normally within 10 days from the date of receipt.In the cases requiring detailed investigation by branch or external agency, the settlement period may go beyond 10 days.
3. Non-granting of credit facilities
4. Staff attitude
5. Other matters
Directly from Public or through GOI/RBI
No time limit stipulated. However, the complaint will be acknowledged as indicated above.
Complaints through Banking Ombudsman:
Branches will reply to the complaints referred to them by Banking Ombudsman, as per the norms stipulated by Banking Ombudsman. The redressal of the complaint will be on the basis of decision/award given by Banking Ombudsman. Decision to prefer appeal against the award by Banking Ombudsman will be taken on case to case basis.
If decided to honour the award, it will be implemented within the time frame as stipulated by Banking Ombudsman Scheme 2006.
Closure of Complaints:
5.Interaction with customers
The Bank recognises that customer’s expectation/ requirement/ grievances can be better appreciated through personal interaction with customers by bank’s staff. Structured customer meets , will give a message to the customers that the bank cares for them and values their feed backs/suggestions for improvement in customer service. All branches, therefore, will hold Customers’ Meet once in a half-year (twice in a financial year) Efforts will be taken to help the customers appreciate banking services better, as lack of awareness among customers about them is one of the causative factors for customer dissatisfaction. The feed back received from the customers will be a valuable in put for revising the products and services to meet their requirement.
6.Sensitising operating staff on handling complaints:
Efforts will be made to train staff for handling complaints. In all the training programmes, a session on “Customer Service and Handling Customers’ Grievances” will be included. Staff members will be sensitised on customer grievance matters so that they in turn, handle customers’ complaints effectively and win their confidence. Nodal Officers at Central Office/Regional Offices will ensure that internal machinery for handling complaints/grievances operates smoothly and efficiently at all levels