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Introduction
Bank has set a vision to emerge as number one Bank in terms of customer experience. Towards this end, Bank will remain alert and sensitive to customer complaints and uses it as a tool for removing deficiencies in service at all levels. The policy also takes into account the increasing touch points where standard of customer service gets impacted significantly. Hence all the delivery channels viz., ATMs, Phone Banking, Mobile Banking, Internet Banking will be given due importance in redressing shortcomings based on customer feedbacks. Likewise, channels like call center and online complaints will be given added focus both in receiving as well as redressing customer grievances. The adoption of Banking Codes and Standards Board of India places greater responsibility on the Bank to meet higher standard of customer expectation. Bank will use customer education, customer awareness and transparency as tools for reducing grievances and enhancing customer satisfaction.
1.1 Grievance Redressal Policy will also enable compliance to Government / Reserve Bank of India guidelines / regulations and adherence to code set by Banking Codes and Standard Board of India. The provisions of this policy will be maintained in compliance and fulfillment to these requirements to the grievance redressal process.
1.2 The policy document aims at understanding root cause of complaints, based thereon review of delivery standards will be carried out. Deterrent and disciplinary measures will also be effectively enforced. Over all the review mechanism should help in identifying shortcomings in products / processes and services related issues.
1.3 The bank’s policy on grievance redressal is governed by the following principles:
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Customers be treated fairly at all times
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Complaints raised by customers are dealt with courtesy and on time
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Customers are fully informed of avenues to escalate their complaints/grievances within the organization and their rights to alternative remedy, if they are not fully satisfied with the response of the bank to their complaints.
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Bank will treat all complaints efficiently and fairly and will be seen as opportunities for improvement.
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The bank employees must work in good faith keeping in mind Bank’s policy and without prejudice to interest of the customer.
1.4 In order to make bank’s redressal mechanism more meaningful and effective, a structured system is laid down to meet this end. The system ensures that the redressal sought is handled in just and fair manner and is enabled through a set of framework of rules and regulations. The policy document will be made available at all branches. The concerned employees will be educated about the complaint handling process.
1.5 The customer complaint arises due to:
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The attitudinal aspects in dealing with customers
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Inadequacy of the functions / arrangements made available to the customers or gaps in standards of services expected and actual services rendered.
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Non-dispensation of cash at ATMs
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Non-functioning / mal-functioning of e-banking product
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Non-sanction / delay in sanction of loan / credit facilities
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Lack of information and understanding of bank’s products, services and service charges
1.6. The customer will have the 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. The customer can also lodge a complaint through Bank’s own call centre. If customer’s complaint is not resolved within given time or if he is not satisfied with the solution provided by the bank, he will have the right to approach Banking Ombudsman or such other grievances redressal forums for redressal of grievances.
2. Internal Machinery to handle Customer complaints/ grievances
2.1 Three tier grievance redressal system
The Bank will have public grievances machinery functioning at three levels i.e. Branch, Regional and Central Office level. All complaints received at every level will be immediately acknowledged and dealt appropriately.
2.2 The bank has also enabled an Online Grievance Redressal Mechanism whereby grievances can be lodged online and will be attended as per the time schedule with an inbuilt escalation process by which the complaint get escalated to higher offices in case of non fulfillment within time. The facility has been provided to customer to register the complaint online for speedy redressal.
2.3 Call Centre is yet another avenue to record complaints and deficiencies in service. Calls to Call Centre will be processed through a well laid down fulfillment work flow within a committed time and escalation provision.
2.4 Nodal Officer and other designated officials to handle complaints and Grievances
Bank will appoint a Nodal Officer in the rank of General Manager who will be responsible for implementation of customer service and complaint handling for the entire bank. At field level Regional Heads will be designated to handle complaints/grievances in respect of branches falling under their control.
2.5 Nodal Officer shall
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Ensure adherence to the laid down Grievances Redressal Policy and process, monitoring its implementation and initiating corrective action wherever needed so as to improve the quality of customer service on a continuous basis.
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Review and set right implementation of all products and processes from the customer service perspective
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Conduct customer service surveys to assess the level of services rendered at the branch and initiate corrective steps wherever necessary
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Decide upon matters requiring immediate action and follow up for timely redressal of grievances of customers wherever delay is observed and take steps / action to avoid such delays including action against staff wherever shortcomings are noticed.
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Facilitate customer interface as per laid down procedures and forums.
3. Mandatory display requirements
As per mandatory requirements the Bank will provide;
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Complaint / suggestion box at each office of the bank
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Complaint Books and Registers to customers to register their complaints
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Compliant form along with the name of the nodal officer
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Appropriate arrangement for receiving complaints and suggestions.
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The name, address and contact number of Nodal Officer(s)
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Contact details of Banking Ombudsman of the area
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Code of bank’s commitments to customers/Fair Practice code
4. Resolution of Grievances
Branch Manager will be responsible for the resolution of complaints/ grievances in respect of customers serviced by the branch. He will be responsible for ensuring closure of all complaints received at the branches. It will be his foremost duty to see that the complaint stands resolved completely to the customer’s satisfaction and if the customer is not satisfied, then he will 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 has to refer the case to Regional or Field General Manager’s Office or Central Office for guidance and seek intervention. Similarly, if Regional/Field General Manager’s Offices find that they are not able to solve the problem such cases have to be referred to the Nodal Officer at Central Office.
4.1 Time frame
Complaints will be seen in the right perspective in ensuring that there is no room for deficiency in services rendered. Hence complaint received will be analysed from all possible angles. Specific time schedule will be set up for handling complaints and disposing them at all levels including branches, Regional and Central Office. Branch Manager will endeavour with all earnestness to resolve the complaint within specified time frame laid down in the Banks code for redressal of grievances. If the complaint is received in writing, bank will send an acknowledgement/ a response within a week. If the complaint is lodged over phone at Bank’s Call Centre, a complaint reference number will be provided to keep the complainant informed of the progress within a reasonable period of time. After examining the matter, bank will send to the customer final response or explain why we need more time to respond within a period of six weeks of receipt of the complaint and will tell the customer how to take the complaint further if he/she is still not satisfied.
Branch and Regional Office will send action taken report on complaints received to the Regional Office and Central Office respectively at the end of every month.
5. Committees on Customer Service in Bank
5.1 Customer Service Committee of the Board
The Committee is headed by Chairman and Managing Director and there are 8 members including the CMD. Other than CMD, there are two EDs, one RBI Nominee Director, one Shareholder director, one Workmen Employee Director and two part time non-official directors making the strength of the committee eight.
While board is the Competent Authority for formulation of a Comprehensive Deposit Policy and Loan Policy, recommendations of this sub-committee of the Board will be taken into account for fine- tuning the policies and processes. This Committee will review the functioning of Standing Committee on Customer Service including compliance with the recommendations of the Committee on Procedures and Performance Audit of Public Services (CPPAPS). The Committee will also suggest innovative measures of enhancing the quality of customer service and improving the level of customer satisfaction for all categories of customers at all times.
5.2 Standing Committee on Customer Service
The Standing Committee on Customer Service will be chaired by the Managing Director/ Executive Director of the bank. Besides five senior executives of the bank, the committee will also have two eminent non-executives drawn from the public as members. The Committee’s functions are as under:
The Committee will
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evaluate feedback on quality of customer service received from various quarters.
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be responsible to ensure timely and effective implementation of all regulatory instructions regarding customer service. It will also receive necessary feedback to determine that the action taken by various departments is in tune with the spirit and intent of such instructions.
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look into the simplification of procedures and practices prevailing in the Bank, with a view to safeguarding the interests of common persons, be they current or savings accountholders, depositors or borrowers from any unfair procedural practices by banks.
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review the systems in place for providing service to the customers in respect of (i) meeting their demands for fresh/good notes and coins of all denominations, (ii) exchanging soiled notes, (iii) adjudicating mutilated notes and (iv) accepting coins and notes either for transactions or in exchange.
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review the regulations and procedures prescribed by Reserve Bank of India that impinge on customer service of banks and make suitable recommendations for elimination/rationalization of the same, especially keeping in view the need to drastically reduce the cost and improve the ease of conducting transactions both for banks and customers.
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review the practice and procedures prevalent in the Bank and take necessary corrective action, on an on-going basis.
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study the pending Consumer Forum and Banking Ombudsman cases and offer their advice/opinion.
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consider unresolved complaints/ grievances referred to it and offer their advice.
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address complaints related to non-compliance with the Code.
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submit report on its performance to the Customer Service Committee of the Board at quarterly intervals.
6. 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. Customer Day will be observed by all our branches on 15th of every month where customers can lodge their complaints personally and have their redressal on the spot. Many of the complaints arise on account of lack of awareness among customers about bank services and such interactions will help the customers appreciate banking services better.
6.1 In this area, Bank’s website and call centre will play a vital role in creating awareness among customers. Bank’s website will contain all the information needed to educate customers on all products and services offered by the Bank. Bank’s Call centre will provide all information and respond quickly to the customers’ queries and complaints and act as a bridge between the bank and customers. For the bank, the feedback from customers will be valuable input for revising its product and services to meet customer requirements.
7. Grievance Redressal Week
A grievance redressal week will be observed at all branches / regional offices on quarterly basis for speedy redressal of all the pending grievances at branches. The customers would be invited to Branches / Regional offices and their grievances will be handled by Branch Managers / Nodal Officers. Branches will immediately take steps to redress the grievances and an action taken report would be submitted to their Regional Office. Regional office will consolidate and forward the same to the Nodal Officer at Central office. The purpose of this process is to enforce Zero Tolerance standards on complaint resolution.
8. Sensitizing operating staff on handling complaints
Staff will be properly trained for handling customer grievances and redressal procedures. Compensation Policy to empower field level settlement is part of policy initiative in grievance redressal. Field Level machinery will be sensitized to accept deficiencies wherever found and respond by affording compensation in a fair and quick manner. Attitude and behavioral training will be imparted for front office / line functional personnel to tactfully handle sensitive and delicate situations during customer interface.
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