Complaints Analysis

2018-19

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 Complaints Summary (2018-19)

Complaints received and redressed FY 2018-19

(a) No. of complaints pending at the beginning of the year 6,842

(b) No. of complaints received during the year 398,367

(c) No. of complaints redressed during the year 397,567

(d) No. of complaints pending at the end of the year 7,642

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 BO Complaints Trend

BO Awards FY 2018-19

(a) No. of Awards at the beginning of the year Nil

(b) No. of Awards passed during the year Nil

(c) No. of Awards pending at the end of the year Nil

Position of BO complaints as per RBI annual report:

As per report published by the RBI for the year ended June 30, 2018, the number
of BO complaints per branch for the Bank was 2.53 (previous year: 2,07). The
number of BO complaints other than credit cards per 1,000 accounts was at 0.12
(previous year: 0.14).The number of BO complaints (credit card related) per 1,000
cards was at 0.10 (previous year: 0.08) for the Bank.

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 Top 5 Areas of Complaints

Area of Complaint Contribution

1 Cash Not Dispensed/Less Cash Dispensed - Non-HDFC Bank ATM 52%

2 Unauthorized usage through Debit Card Online 7%

3 Cash Not Dispensed/Less Cash Dispensed - HDFC Bank ATM 5%

4 Transaction Dispute Related (Credit Cards) 4%

5 Sales Related (Credit Cards) 3%

Total of Top 5 Areas 71%

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