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Policy On Grievance Redressal Mechanism-2008
Policy On Grievance Redressal Mechanism-2008
The customer has 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 the 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.
The Standing Committee on Customer Service will be chaired by the Managing Director
of the Bank. Besides two to three senior executives of the bank, the Committee will also
have one or two eminent non-executives drawn from the public as members. The
Committee would have the following functions :
2.3 Nodal Officer and other designated officials to handle complaints and
grievances :
Bank would appoint the respective Branch Managers and the Manager-C&SP at the
Corporate Office as the Nodal Officers in respect of Grievance Redressal Mechanism at
the Branches and Corporate Office respectively. Their names, addresses, telephone
numbers, fax numbers, e-mail addresses will be displayed at the branches and the
Bank’s website for facilitating contact by the customers.
3. Resolution of Grievances
Complaint has to be seen in the right perspective because they indirectly reveal a weak
spot in the working of the bank. On receipt of the complaint, an acknowledgement
should be given / sent to the customer within 24 hours. Complaint received should be
analysed from all possible angles and should be resolved within a period of fifteen days.
Branch Manager would be required to try to resolve the complaint within specified time
frames, decided by the Bank.
Branches must send action taken report on complaints received to the Head Office at
the end of every month.
5. Interaction with customers
Staff would be properly trained for handling complaints. We are dealing with people and
hence difference of opinion and areas of friction can arise. With an open mind and a
smile on the face, we should be able to win the customer’s confidence. It would be the
responsibility of the Nodal Officer to ensure that internal machinery for handling
complaints/grievances operates smoothly and efficiently at all levels. He should give
feed back on training needs of staff at various levels to the HR Department.