Redressal of Customers' Grievances

• The Nodal Officer of the rank of General Manager designated by the Bank monitors implementation of customer service and complaint handling mechanism of the entire Bank.

• The name and contact particulars of the Nodal Officer of the Bank are displayed in the branches and also on Bank's website.

• Customer Relation Officers designated at the Zonal Offices handle the complaints/grievances in respect of the branches under their control.

• Complaints/suggestions received by the Bank from the customers are duly recorded for monitoring of redressal/implementation thereof.

• The Banking Ombudsman Scheme, 2006 containing provisions of the Scheme and contact details of all the Banking Ombudsman Offices are displayed in the branch premises.

• Copies of the Code of Bank's Commitment to Customers/Fair Practice Code will be made available at the branches to the customers.

• The Branch Manager will resolve the complaints/grievances received from the customers in the branches to the satisfaction of the customer. If not satisfied, the customer will be provided with alternate avenues to escalate the issue.

• Complaints received by the Bank are acknowledged as hitherto and steps are taken for disposal of the same within the time frame as under:

i) Directly from customers/public : within 3 weeks
ii) Complaints containing allegation of misbehaviour : within 7 days

• Banker-Customer Meet will be organized at the branches once in a month to have better understanding of the problems faced by the customers and to improve the quality of service and revision of product, if any, in the light of such discussions.

• Customer can raise his/her grievance to the offices/branches personally without prior appointment on fifteenth day of each month, which is earmarked as 'Customer Day'.