Addresses of the Nodal Officers

State Bank of Bikaner and Jaipur's Policy on Customer Grievance Redressal is based on the following principles:
i. All initiatives and strategies of the Bank will have customer as its prime focus.
ii. Prompt and efficient customer service is essential for business growth.
iii.A suitable mechanism must exist for receiving and redressing customer grievances. The details of grievance redressal mechanism are to be placed in the public domain. All grievances must be dealt with promptly and courteously. Any mistakes made by the Bank will be rectified immediately.

The above principles have been incorporated into the Bank's Policy on Grievance Redressal.  

I. Grievances relating to branch transactions:
(i.) In case of any difficulty in transactions, the customers may approach the officer concerned or the Manager of the Division or the Branch Manager, who will ensure that the customers' banking needs are attended to. However, if this does not happen, customers may demand the complaint book, which will be available at all branches, and lodge a written complaint. A copy of the 'complaint' shall be handed over to the customer, duly acknowledged. The branch shall make efforts to ensure that the redressal of the complaint takes place expeditiously and in any case within a maximum period of three weeks. If for any reason the branch is unable to redress the grievance within three weeks, the customer will be informed of the reasons and the action taken for early redressal.

(ii.) In case of difficulty experienced at the branch, or unsatisfactory reply in respect of complaint lodged with the Branch, the customer can approach the Assistant General Manager/ Deputy General Manager of the Regional/ Zonal Office under whose administrative control the Branch functions. The contact particulars of the Regional/ Zonal Office may be obtained from the Branch or from the Help line at the concerned Regional/ Zonal Office. The Help line number(s) will also be made available on the Bank's website.

(iii.) The customer may also write to Regional/ Zonal Office under whose jurisdiction the Branch functions. The addresses and contact details of the Assistant General Manager/ Deputy General Manager of the Regional/ Zonal Office are available at the branches. Customers may also obtain them by calling the Help line.

II. Grievances relating to technology related transactions
(i.)Considering customers' expectations, lack of familiarity and the need for broadening the customer base, Bank may consider introduction of exclusive mechanism for redress of grievances arising from use of alternate channels. Presently, an exclusive toll free Help line 1800-112-211 has been made available for A.T.M. related matters.Customers may also contact the nearest card issuing branch or e-mail contactcentre@sbi.co.in for redressal of their complaints. In case the customer is not satisfied with the handling of his/her complaint, he/she may contact the Deputy General Manager (ITS) at Head Office, at Jaipur. The contact details/e-mail address will be made available on the Bank's web site.

(ii.)For assistance in Internet Banking transactions, the customer may contact the same Help line as for ATM card transactions. He may also post his grievance online on the Bank's Internet banking web site at www.sbbjonline.com. The system will generate a 'ticket number,' immediately on a grievance being posted "on-line." The customer can track the 'status' of his grievance using the unique identification number / ticket number.

III. Nodal Officer for handling customer grievances:
Our Bank has identified General Manager (Planning & Development), at Head Office level as the Nodal Officer, who will be responsible for the implementation of customer service and complaint handling for the entire bank. The Chief Manager (DGM's Sectt.) at all Zonal Offices will handle complaints/grievances in respect of branches under their administrative control.

IV. Acknowledgement of grievances and redressal:
(i.)The Regional office, Zonal Office or the Head Office; as the case may be, will acknowledge the receipt of grievance(s) within five days of receipt and initiate action towards resolution of the grievance(s) within a maximum period of three weeks. The customer will be kept informed of the action taken, the reasons for delay, if any, in redressal and the progress in redressal of grievance(s).

(ii.)In case a customer is unhappy with the service or redressal provided by the bank, he/she may also approach the Banking Ombudsman located at State Capitals for redressal. The customer will be given the necessary guidance in this regard by the branches and the Help line(s). The contact details of the Banking Ombudsman of the respective region are on display at each branch.

V. Review Mechanism:
(1.)Managing Director
The redressal of customer grievances takes place mainly at three levels - Branch, Regional/Zonal office and Head Office. A large number of grievances are addressed by customers directly to the Managing Director. Where the issues raised in the grievance is considered serious, the Managing Director shall call for a report on the causes that led to the grievance, the redressal thereof and further action taken. Such grievances will stand 'disposed off,' only on specific approval from the Managing Director.
(2.)Bank's Board
An analysis of customer grievances received and review of grievance redressal mechanism shall be placed before the Bank's Board of Directors every Quarter. A similar review will be carried out at the Bank's seven Zonal Offices, in respect of grievances received from customers in their area of Operation. Directors may also bring to the notice of the Bank grievances if any, brought to their notice.
(3.)Customer Service Committee of the Board
The Customer Service Committee of the Board shall also periodically review major areas of customer grievances and measures taken to improve customer service. The Committee will examine issues that have a bearing on the quality of service provided to individual depositors and borrowers. This Committee will also review the functioning of the Standing Committee on Customer Service.
(4.)Standing Committee on Customer Service
The Standing Committee on Customer Service will be chaired by the Chief General Manager. The other members of the committee will be Senior Executives from the Bank and customers of the Bank. The committee will review feedback on customer service and implementation of commitments in the BCSBI's Code of Bank’s Commitments to Customers and customer grievances relating to non implementation of the code. The other functions of the Standing Committee shall be as directed by RBI.

VI. Pre-empting occurrence of customer grievances:
Customer grievances provide valuable feedback on the quality of service at branches and whether the initiatives taken by Bank in technology and re-engineering of business processes are having the desired impact on business growth and improved customer satisfaction. The Bank also understands the importance of sensitizing staff to handling customer transactions / requests with courtesy, empathy and promptness. Customer Relations Programmes shall be organized at all branches at least once every quarter where staff and customers meet and interact freely on service related issues. Branch level Customer Service Committee should meet at least once a month and it will comprise of Branch Head, Head Cashier, Clerk, Cashier, Subordinate staff and Customers of the Bank (including a senior citizen). While these shall be structured meets, the customers will also be free to meet the Branch Manager/ other Officials at Administrative Offices to discuss their grievances. The Bank shall also conduct training programmes regularly for staff on customer service and for minimizing customer grievances. The Bank shall also conduct periodical customer satisfaction surveys to understand customers' perceptions of our Bank's service and to identify priority areas, which need improvement.