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|Complain Grievance Redressal|
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.
Our Bank believes that providing prompt and efficient service is essential not only to attract new customers, but also to retain existing ones. This policy 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 Bank’s policy on grievance redressal follows the under noted principles:
1.1. The customer complaint arises due to –
If the 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 Banking Ombudsman with his complaint or other legal avenues available for grievance redressal.
2. Internal Machinery to handle Customer complaints / grievances
2.1. Customer Service Committee of the Board
This sub-committee of the Board will be responsible for formulation of a Comprehensive Deposit Policy incorporating the issues such as the treatment of death of a depositor for operations of his account, the product approval process and the annual survey of depositor satisfaction and the triennial audit of such services. The Committee will also examine any other issues having a bearing on the quality of customer service rendered including examining loan policies and service issues for the individuals as well as borrowers. This Committee will also review the functioning of Standing Committee on Customer Service.
2.2. Standing Committee on Customer Service
The Standing Committee on Customer Service will be chaired by the General Manager of the Bank. Besides, the Committee will have three senior officers of the bank and one external member drawn from the public as Members. The Committee will have the following functions:
2.3. Nodal Officer and other designated officials to handle complaints and grievances
The General Manager will be the Nodal Officer at Head Office to receive complaints from customers / VIPs / Reserve Bank of India / Ministry of Finance, etc. A Complaint Cell at Head Office will monitor the receipt and speedy redressal of complaints.
The Regional Heads will be Nodal Officers for their respective Regions to receive the complaints from various customers and will have to redress the complaints / grievances addressing appropriate letter to the complainant. The Regional Offices shall designate Regional Manager as Complaint Redressal Officer.
At branch level, the Branch Head will have to receive the complaints irrespective of the mode – whether in person or otherwise including those found in the Complaint Box and will have to acknowledge the same to the complainant and redress the complaint and inform the same to Regional Office, by following the procedure laid down in this regard.
3. Mandatory display requirements
The Bank will be providing at the branches –
Branch Manager will be responsible for the redressal of complaints/grievances in respect of customer service by the branch. He would be responsible for ensuring closure of all complaints received at the branches. It is his foremost duty to see that the complaint be resolved completely to the customer’s satisfaction. If the branch manager feels that it is not possible at his level to solve the problem he will have to refer the case to Regional Office for guidance. Similarly, if Regional Office finds that they are not able to solve the problem such cases will have to be referred to the Nodal Officer at Head Office.
In order to facilitate prioritization of complaints according to the gravity/sensitivity of the matter involved, complaints received at any level shall be classified into the following categories and the abbreviations mentioned below shall be prefixed to the registration No. of the complaint. The order of prioritization shall be ‘Highly Sensitive’ complaints first, followed by ‘Sensitive’ and ‘General’ complaints in that order. Prioritization notwithstanding, all complaints shall be redressed within the prescribed period.
The customer is to be made aware of his right to approach the Banking Ombudsman concerned in case he/she is not satisfied with the Bank’s response. As such, in the final letter addressed to the customer regarding redressal of complaints, it should be indicated that the complainant could also approach the Banking Ombudsman concerned in case the redressal is not up to his/her satisfaction. The name, address etc. of the Banking Ombudsman concerned should also be furnished in the letter. Accordingly, branches/administrative offices shall unfailingly include the following in their redressal letter:
“If you are not satisfied with the above redressal of your grievances, you may approach the Banking Ombudsman at the following address:
(Address of the respective Banking Ombudsman to be mentioned)”
As advised by RBI, the following procedure shall be followed with regard to complaints forwarded by the Customer Service Department of RBI and the Banking Ombudsman Office.
a) Complaints received at RBI, Central Office: Mumbai forwarded to Bank:
After the dispatch of such first resort complaints by RBI to a branch/office of the Bank, the Officer in CSD, RBI will contact the Nodal Officer concerned of the bank, responsible for the redressal action in the concerned region / zone over telephone / by E-mail and after getting the requisite feedback, would direct the complainant to approach the designated officer of the bank for settling the issue or providing necessary information within a specific time frame.
b) Complaints received at Banking Ombudsman Offices forwarded to Bank:
In regard to all first resort complaints forwarded by the Banking Ombudsman Offices, the branches/ROs are expected to redress the grievance in the shortest possible time but in any case within thirty days. On resolving the grievance, the branch must get necessary acknowledgement or letter of satisfaction from the complainant regarding the redressal of the grievance and accordingly advise the concerned Banking Ombudsman. No room should be given by branches for the customer to complain on the same issue to RBI save those that come with additional demands.
Wherever additional information or documents are called for by Banking Ombudsman Offices from the bank, the same should be furnished within seven working days failing which Banking Ombudsman may decide the cases ex-parte and all such decisions of Banking Ombudsman will be put up to the CSC of the Board. The Nodal Officers (i.e. Regional Heads) may ensure that the supply of information to all Banking Ombudsman Offices is smooth, reliable and speedy.
4.1. Time frame
The complaint received will have to be looked into/examined and grievance redressed to the satisfaction of the complainant. The complaint received at the branch should be analyzed and redressed within shortest possible time, and in any case not later than 7 days.
The complaint received at Regional Office is to be forwarded to Branch and after getting the clarification and confirmation of redressal, a letter to be sent to the complainant within 15 days of receipt of the complaint.
The complaint forwarded by the Nodal Officer at Head Office to the Regional Office to be redressed immediately and letter of redressal sent to the complainant under copy to the Nodal Officer within 15 days of receipt of the same at the Regional Office.
In case of complaints which may need longer time for examination/redressal of issues involved, a suitable letter acknowledging the complaint to be addressed to the complainant immediately.
4.2 Monitoring / Reporting Mechanism
Branches will have to maintain Complaints Book-cum-Register for maintenance of the complaints received at the branches.
All the complaints received irrespective of the mode i.e., whether in person or otherwise including those found in the Complaints Box will have to be recorded in the Complaints Register. The duplicate copy (perforated one) will have to be sent to the complainant as an acknowledgement. The third copy will have to be sent to Regional Office with remarks regarding redressal. The complaint should be redressed as per the time frame mentioned in 4.1 above.
Monthly/Quarterly statements on complaints have to be forwarded by Regional Office to Nodal Officer at Head Office i.e. General Manager who in turn shall review and consolidate the statements and place monthly/quarterly Note to the Chairman.
In order to ensure that ROs pay due attention to the twin aspects of customer service and speedy redress of complaints, a system of quarterly rating of ROs based on the ‘Number of complaints received’ and ‘Response Time’ has been put in place.
5. Interaction with customers
The bank recognizes that customer’s expectation/requirement/grievances can be better appreciated through personal interaction with customers by bank’s staff.
All Heads of Branch and Regional Heads shall observe Customer Day on the 15th of every month at their office between 3 p.m. and 5 p.m.
If 15th happens to be a Saturday/holiday, ‘Customer Day’ shall be observed on the succeeding working day.
A Notice regarding the availability of the Branch/Office Heads from 3 p.m. to 5 p.m. on the 15th of each month or the next working day, if 15th happens to be a Saturday/holiday, shall be prominently displayed on the Notice Board.
6. Sensitizing operating staff on handling complaints
The staff will be properly trained for handling complaints. The sessions on Customer Service, Communication Skills, are being included in the curriculum of different training programmes.
The Nodal Officer/General Manager will be responsible for the smooth functioning of internal machinery for handling complaints/grievances and will ensure that the system operates smoothly and efficiently at all levels.