1. Introduction
As a service organization, customer service and customer satisfaction should be the prime concern of any bank. The bank believes that providing prompt and efficient service is essential not only to attract new customers, but also to retain existing ones. This policy document aims at minimizing instances of customer complaints and grievances through proper service delivery and review mechanism and to ensure prompt redressal of customer complaints and grievances. The review mechanism should help in identifying shortcomings in product features and service delivery.
- Customers be treated fairly at all times
- Complaints raised by customers are dealt with courtesy and on time
- Customers are fully informed of avenues to escalate their complaints
- 1.1 The customer complaint arises due to;
a. The attitudinal aspects in dealing with customers
b. Inadequacy of the functions/arrangements made available to the customers or gaps in standards of services expected and actual services rendered.
The customer is having 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. 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.
2. Internal Machinery to handle Customer complaints/ grievances
2.1 Customer Service Committee
The existing Customer Service in Mumbai would have the following functions.
- Evaluate feed-back on quality of customer service received from various quarters. The committee would also review comments/feed-back on customer service and implementation of commitments in the Code of Bank’s Commitments to Customers received from BCSBI.
- The Committee would be responsible to ensure that all regulatory instructions regarding customer service are followed by the bank.
2.2 Nodal Officer/ other designated officials to handle complaints and grievances
The Compliance Officer Mumbai would be Nodal Office for complaint redressal and Senior Manager Operations and Head Banking Services would be designated officers to handle the customer complaints and provide feedback to Compliance Officer.
3. Mandatory display requirements
It is mandatory for the bank to provide;
- Appropriate arrangement for receiving complaints and suggestions.
- The name, address and contact number of Nodal Officer(s)
- Contact details of Banking Ombudsman of the area
- Code of bank’s commitments to customers/Fair Practice code
4. Resolution of Grievances
Branch Manager is responsible for the resolution of complaints/grievances in respect of customer’s service by the branch. He would be responsible for ensuring closure of all complaints received at the branches. It is his foremost duty to see that the complaint should be resolved completely to the customer’s satisfaction and if the customer is not satisfied, then he should be provided with alternate avenues to escalate the issue.
4.1 Time frame
The Complaint received should be acknowledged, analysed from all possible angles and replied to within a maximum period of one month.
Nodal officer would send the minutes of Customer Service Committee to HO to serve it as feedback on efficacy of redressal mechanism and quality of customer service.
5. Interaction with customers
Structured customer meets, once in a month as being conducted by Head Banking Services in Mumbai and Branch Manager in Kochin will give a message to the customers that the bank cares for them and values their feed back/suggestions for improvement in customer service.
6. Sensitizing operating staff on handling complaints
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 Dept.
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