Summary information on complaints received by the bank from customers and from the OBOs
| Sr. No | Particulars | Previous year (FY 2022-23) | Current year (FY 2023-24) |
| Complaints received by the bank from its customers | |||
| 1. | Number of complaints pending at beginning of the year | 1116 | 2324 |
| 2. | Number of complaints received during the year | 52608 | 54686 |
| 3. | Number of complaints disposed during the year | 51400 | 55465 |
| Of which, number of complaints rejected by the bank | 582 | 8273 | |
| 4. | Number of complaints pending at the end of the year | 2324 | 1545 |
| Maintainable complaints received by the bank from OBOs | |||
| 5. | Number of maintainable complaints received by the bank from OBOs | 530 | 616 |
| Of 5, number of complaints resolved in favour of the bank by BOs | 514 | 589 | |
| Of 5, number of complaints resolved through conciliation / mediation / advisories issued by BOs | 10 | 29 | |
| Of 5, number of complaints resolved after passing of Awards by BOs against the bank | 0 | 0 | |
| 6. | Number of Awards unimplemented within the stipulated time (other than those appealed) | 0 | 0 |
| Note: 1. Maintainable complaints refer to complaints on the grounds specifically mentioned in BO Scheme 2006 and covered within the ambit of the Scheme. 2. Till the Financial Year 2022-23, the Bank was disclosing only the non-digital complaints in the summary information. For the current year, the number of complaints pending at the beginning of the year, received and disposed during the year and pending at the end of the year include digital and non-digital complaints. The figures for the previous year have been regrouped accordingly. | |||
Note:
- Number of BO complaints pending at the beginning of FY2022-23 ------ 9
- Number of BO complaints pending at the end of FY2022-23 ---------- 15
- Number of BO complaints pending at the end of FY2023-24---------- 13
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 |
| Current Year | |||||
| Ground – 1 (Internet/Mobile/Electronic Banking) | 2291 | 51332 | 0.2 | 1221 | 0 |
| Ground – 2 (Loans and Advances) | 8 | 1401 | 129 | 135 | 0 |
| Ground – 3 (ATM/Debit Cards) | 1 | 172 | 161 | 30 | 0 |
| Ground – 4 (Credit Cards) | 1 | 157 | 59 | 12 | 0 |
| Ground - 5 (Account opening/difficulty in operation of accounts) | 1 | 151 | 26 | 21 | 0 |
Other Grounds
| 22 | 1473 | 110 | 126 | 1 |
| Total Complaints | 2324 | 54686 | 3 | 1545 | 1 |
| Previous Year | |||||
| Ground – 1 (Internet/Mobile/Electronic Banking) | 1105 | 50982 | 48 | 2291 | 0 |
| Ground – 2 (Loans and Advances) | 2 | 612 | 353 | 8 | 1 |
| Ground - 3 (Account opening/difficulty in operation of accounts) | 2 | 120 | 2900 | 1 | 0 |
| Ground – 4 (Credit Cards) | 0 | 99 | 27 | 1 | 0 |
| Ground – 5 (Staff Behavior) | 1 | 95 | 313 | 5 | 0 |
Other Grounds
| 6 | 700 | 57 | 18 | 0 |
| Total Complaints | 1116 | 52608 | 50 | 2324 | 1 |
Incharge
Customer Service, CHQ
| 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 under Para 4 of the Annex | |||
| 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 | ||
