|Policy for 'Grievance Redressal Mechanism' in the Bank attached file is in PDF Document Format||Download|
The Bank has put in place the mechanism for 'Redressal of complaints / grievances' received from the customers. The complaints are being received from the customers through various channels including Ombudsman, Ministry of Finance, Deptt. of Economic Affairs (Banking Division), Cabinet Sectt., RBI etc.. The Bank has also become the member of the Banking Codes & Standards Board of India (BCSBI) which has been set up as an Independent Autonomous Body under Societies Registration Act, 1860. The objectives of the Board are to ensure that the banks in India adhere to a voluntary code which sets minimum standards for fair and transparent treatment of individual customers availing of banking services. The code of Bank's commitment to customers has also made a reference about the explicit policy statement dealing with complaints received from individual customers
In the present scenario of competitive banking, excellence in customer service is the most important tool for sustained business growth. Customer complaints are part of the business life of any corporate entity. This is more so for banks because banks are service organizations. This policy document aims at minimizing instances of customer complaints and grievances through proper service delivery and review mechanism and to ensure prompt redressal of customer complaints and grievances. The review mechanism shall help in identifying shortcomings in product features and service delivery as Customer dissatisfaction would spoil bank's name and image. The bank's policy on grievance redressal follows the under noted principles.
The customer is having full right to register his complaint if he is not satisfied with the services provided by the Bank. He can give his complaint in writing, orally, through website or over telephone. If customer's complaint is not resolved within given time or if he is not satisfied with the solution provided by the bank, he can approach the Banking Ombudsman with his complaint or other legal avenues available for grievance redressal.
Bank has appointed a Nodal Officer of the rank of General Manager who is responsible for implementation of customer service and complaint handling for the entire bank. Further, the Bank has also designated Nodal Officers at various Regional Offices located in various part of the country to handle complaint grievances in respect of branches falling under their control.(See list of Code Compliance Officers)
The Bank has also provided following infrastructure for complaints.
If a complaint is received from customer in writing, the Bank will endeavor to send an acknowledgement/ response within 3 days. If the complaint is relayed over phone at our designated telephone helpdesk or customer service number, the Bank shall provide to the Customer a complaint reference number and keep him/ her informed of the progress within a reasonable period of time.
After examining the matter, the Bank will send final response or explain why the Bank needs more time to respond and shall endeavor to do so within 30 days of receipt of complaint and shall inform the customer the mechanism to take the complaint further if he/ she is still not satisfied.
The Bank recognizes that customer's expectation / requirement/ grievances can be better appreciated through personal interaction with customers by Bank's staff. And accordingly once in a month Bank holds 'Customer Day' when the customers can meet the Branch Manager without any prior appointment.