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Redressal Of
Complaints
To enable the customers to voice their grievances in respect of
any deficient service or offer suggestions for improvement in
customer service, "Customer Day" is observed at all the offices
of the Bank across the organisation covering branches,
Regional/Zonal Offices and Head Office, on 15th of every month
(next day, if 15th is a holiday or half-day). During 3pm-5pm on
this day any customer can meet senior/top executives of the Bank
including Managing Director without prior appointment.
In case of any
complaint, the matter may preferably be brought to the notice of
the concerned branch manager for immediate redressal. If the
complaint is not redressed to the satisfaction of the customer,
the matter may be taken up with the Regional Manager/Zonal
Manager concerned.
If the
complainant still feels unsatisfied with the response received,
he can address his complaint to the Bank's Nodal Officer
designated to deal with customers' complaints/grievances giving
full details of the case.
After exhausting
all the above machinery/channels, if the customer is still not
satisfied, he may write to the Managing Director of the Bank and
even after this, not satisfied he is free to take recourse to
the following -
Directorate of
Public Grievances, Govt. of India, Cabinet Secretariat, Sansad
Marg, New Delhi.
The Banking
Ombudsman located in State Capitals under RBI Ombudsman Scheme,
2002.
The District
Consumer Forum under Consumer Protection Act, 1985. |
