Sr. No

Particulars

Previous year
(FY 2019-20)

Current year
(FY 2020-21)

Complaints received by the bank from its customers

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

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
(Levy of charges without prior notice )                                

0

1

100

0

0

Ground – 2
(Staff Behavior)

0

92

29

1

0

Ground – 3
(Loans and Advances)

2

156

108

0

0

Ground – 4
(Internet/ Mobile Banking/ E-Banking)

0

15

1400

0

0

Ground – 5
(ATM/ Debit Cards)

0

28

133

0

0

Others

14

480

89

19

0

Total

16

772

87

20

0




Previous Year (FY 2019-20)

Ground – 1
(Levy of charges without prior notice )

0

0

0

Ground – 2
(Staff Behavior)

71

0

0

Ground – 3
(Loans and Advances)

75

2

0

Ground – 4
(Internet/ Mobile Banking/ E-Banking)

1

0

0

Ground – 5
(ATM/ Debit Cards)

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.

Appendix I

Strengthening of Grievance Redress Mechanism in Banks

Master list of grounds of complaints to be used for disclosure on the top five ground-wise receipt of complaints by banks

1.

ATM / Debit Cards

2.

Credit Cards

3.

Internet / Mobile / Electronic Banking

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.

16.

Others