Analysis and disclosure of complaints and unimplemented awards of  Banking Ombudsman for the year 2007-08

The position on the above aspects is submitted as under: -

Customer complaints:

 *out of 8 pending complaints, 4 complaints were redressed but   pending with the Banking Ombudsman for closure.

Awards passed by Banking Ombudsman:

During the year 2007-08 total 185 complaints were received. The subject-wise classification of complaints received, is enclosed as annexure “A”. It may be observed that 45 complaints were received for excess Bank charges and less payment of interest and 42 complaints for difficulties in transacting bill business. 23 complaints were for difficulties experienced in opening and operating the account. The rest complaints are of varied nature. The quarterly position of complaints received and disposed of is as per Annexure “B” whereas  the Region wise position of complaints received is as per Annexure “C”. Maximum number of complaints were received against branches of Jaipur and Jodhpur Regions and the Regional Heads were advised to ensure better services at the branches.

Out of total 185 complaints received, 109 complaints were received directly by Bank from customers and 73 complaints through Banking Ombudsman whereas 3 complaints were received through Reserve Bank of India.

The systematic deficiencies observed were taken up with the concerned Departments immediately for taking remedial steps. The Regional Heads were also advised to take immediate steps for any deficiency in system prevailing at branch level for bringing regular improvement in the system .  

The complaints were attended promptly and redressal was done at the earliest to the satisfaction of the complainants. The Branch Managers/Regional Heads were advised to ensure that no complaint remain pending for more than one month and for this purpose regular follow up was made with the branch/Regional Office through letters/     E-mail /phone as a result 65% complaints were redressed with in one month, 19% in two months and 14% within six months .In some cases redressal was done by the Bank  but there was some delay at the office of Banking Ombudsman in final disposal. The position of complaints was placed quarterly to the Customer Service Committee of Executives at C.O. level and half yearly to the Customer Service Committee of the Board. The Customer Service Committee deliberated the position in detail and directed for disposal of complaints and improve mechanism for reduction in number of complaints.

Nodal Officers have been appointed at Central Office and Regional Offices to take care of customer grievances and their redressal . Quality Assurance officers have been designated at the branches to ensure quality services to the customers .May I Help You counters started functioning at the branches for prompt assistance to customers in   day to day routine work .  A grievance redressal policy has been framed and placed over Bank’s web site.

In all our aim has been Customer Delight  and to serve with smile .