Grievance redressal policy

1. Introduction 
In the present scenario of competitive banking excellence 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 organisations.  As a service organisation, customer service and customer satisfaction should be the prime concern of any Bank.  The bank believes that providing prompt and efficient service is essential not only to attract new customers, but also to retain existing ones.  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.  This review mechanism should help in identifying shortcomings in product features and service delivery.  Customer dissatisfaction would spoil bank’s name and image.  The bank’s policy on grievance redressal follows the under noted principles.        

• Customers be treated fairly at all times
• Complaints raised by customer are dealt with courtesy and on time
• Customers are fully informed of avenues to escalate  their complaints/grievances within the organisation and their rights to alternative remedy,  if they are  not fully satisfied with the response of the bank to their complaints.
• Banks will treat all complaints efficiently and fairly as they can damage the bank’s reputations and business if handled otherwise.
• The bank employees must work in good faith and without prejudice to the interest of the customer.

 In order to make bank’s redressal mechanism more meaningful and effective, a structured system needs to be built up towards such end. 

Such system would ensure that the redressal sought is just and fair. Also it will be ensured that such redressal  is permissible within the given frame-work of rules and regulation.  The policy document would be made available at all branches.  The employees should be made aware about the complaint handling process, through Internal training process, issuance of circulars from time to time, by conducting Staff meeting and Customers’  Meeting etc.

1.1.The customer complaint arises due to :

a) The attitudinal aspects in dealing with customers.

b) Inadequacy of the functions/arrangements made available to the customers or gaps in standards of services expected and actual services rendered.

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 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 Banking Ombudsman with his complaint or other legal avenues available for grievance redressal.

2. Internal machinery to handle Customer complaints/grievances

A senior Officer of the Bank in Head Office will have the responsibility to monitor customer related issues. He will supervise the and take steps to up grade the general quality of services of the Bank. He will also address to specific issues raised by customer about deficiencies of services. He will appraise the Chairman about the general and specific matters related to customer services. The Chairman from time to time appraise the Board about number of customer complaints received steps taken towards mitigation etc.

3. Mandatory Display requirements:

All the branches of the Bank will display following boards

• Appropriate arrangements for receiving complaints and suggestions
• The name, address and the contact number of the Nodal Officer at Head Office/Regional Offices.
• Contact details of the Banking Ombudsman of the area.

4. Resolution of Grievances: 

Branch Manager is responsible for the resolution of complaints/grievances in respect of customer’s service by the branch.    He/she would be responsible for ensuring closure of all complaints received at the branches.  It is his foremost duty to see that the complaint should be resolved completely to the customer’s satisfaction and if the customer is not satisfied, then he should be provided with alternate avenues to escalate the issue.  If the branch manager feels that it is not possible at his level to solve the problem he can refer the case to Regional office for guidance.  Similarly, if Regional office finds that they are not able to solve the problem such cases may be referred to the Head office.

In case the grievance is not redressed within 30 days, the customer  is free to lodge his/her complaint to Regional manager to which Branch is attached and or to its Head office. If there is no response from the Branch Head/Regional Head/Nodal officer for Customer Service Department at Head Office within next 30 days the customer is free to refer his/her complaint to Banking Ombudsman.

4.1. Time Frame 

Bank will accept all complaints.  An acknowledgement will be sent to the complainant within 2 days from the date of receipt.

Complaints are being analysed  in the right perspective because, they indirectly reveal a weak spot in the working of the bank. Accordingly specific time schedule is evolved (as indicated below) for handling complaints and disposing them.

Time-schedule for resolving the complaint:

 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 tohonour the award, it will be implemented within the time frame as stipulated by Banking Ombudsman Scheme 2006..

Closure of Complaints :

1. A complaint will be closed only if the grievance is redressed.
2. If no deficiency in service is found, the complaint will be closed and the customer will be advised the reasons for not treating the matter as giievance.

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. 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 ill 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 revision 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  sensitized 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.