Recharge
Pay Bills
Fee Collections
Pay Taxes
Net Banking
Sr. No |
Particulars |
Previous year |
Current year |
|
Complaints received by the bank from its customers |
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1. |
Number of complaints pending at beginning of the year |
06 |
16 |
|
2. |
Number of complaints received during the year |
413 |
772 |
|
3. |
Number of complaints disposed during the year |
403 |
768 |
|
3.1 |
Of which, number of complaints rejected by the bank |
|||
4. |
Number of complaints pending at the end of the year |
16 |
20 |
|
Maintainable complaints received by the bank from OBOs |
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5. |
Number of maintainable complaints received by the bank from OBOs |
351 |
694 |
|
5.1. |
Of 5, number of complaints resolved in favour of the bank by BOs |
277 |
666 |
|
5.2 |
Of 5, number of complaints resolved through conciliation / mediation / advisories issued by BOs |
50 |
60 |
|
5.3 |
Of 5, number of complaints resolved after passing of Awards by BOs against the bank |
1 |
0 |
|
6. |
Number of Awards unimplemented within the stipulated time (other than those appealed) |
0 |
0 |
|
Note : Maintainable complaints refer to complaints on the grounds specifically mentioned in BO Scheme 2006 and covered within the ambit of the Scheme |
||||
Note:
* Number of BO complaints pending at the beginning of FY2019-20------11
** Number of BO complaints pending at the beginning of FY2020-21------34
Top five grounds of complaints received by the bank from customers
| Grounds of complaints, (i.e. complaints relating to) |
Number of complaints pending at the beginning of the year |
Number of complaints received during the year |
% increase / decrease in the number of complaints received over the previous year |
Number of complaints pending at the end of the year |
Of 5, number of complaints pending beyond 30 days |
1 |
2 |
3 |
4 |
5 |
6 |
Ground – 1 |
0 |
1 |
100 |
0 |
0 |
Ground – 2 |
0 |
92 |
29 |
1 |
0 |
Ground – 3 |
2 |
156 |
108 |
0 |
0 |
Ground – 4 |
0 |
15 |
1400 |
0 |
0 |
Ground – 5 |
0 |
28 |
133 |
0 |
0 |
Others |
14 |
480 |
89 |
19 |
0 |
Total |
16 |
772 |
87 |
20 |
0 |
Previous Year (FY 2019-20) |
|||||
Ground – 1 |
0 |
0 |
0 |
||
Ground – 2 |
71 |
0 |
0 |
||
Ground – 3 |
75 |
2 |
0 |
||
Ground – 4 |
1 |
0 |
0 |
||
Ground – 5 |
12 |
0 |
0 |
||
Others |
254 |
14 |
0 |
||
Total |
413 |
2 |
0 |
||
Note : The master list for identifying the grounds of complaints is provided in Appendix 1. |
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Appendix I |
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Strengthening of Grievance Redress Mechanism in Banks |
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Master list of grounds of complaints to be used for disclosure on the top five ground-wise receipt of complaints by banks |
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1. |
ATM / Debit Cards |
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2. |
Credit Cards |
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3. |
Internet / Mobile / Electronic Banking |
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4. |
Account opening / difficulty in operation of accounts |
||
5. |
Mis-selling / Para-banking |
||
6. |
Recovery Agents / Direct Sales Agents |
||
7. |
Pension and facilities for senior citizens / differently abled |
||
8. |
Loans and advances |
||
9. |
Levy of charges without prior notice / excessive charges / foreclosure charges |
||
10. |
Cheques / drafts / bills |
||
11. |
Non-observance of Fair Practices Code |
||
12. |
Exchange of coins, issuance / acceptance of small denomination notes and coins |
||
13. |
Bank Guarantees / Letter of Credit and documentary credits |
||
14. |
Staff behaviour |
||
15. |
Facilities for customers visiting the branch / adherence to prescribed working hours by the branch, etc. |
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16. |
Others |
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