A. Customer Complaints
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(a) No. of complaints pending at the beginning of the year(as on 01.04.10)
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237
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(b) No. of complaints received during the year
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93943
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(c) No. of complaints redressed during the year
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93244
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(d) No. of complaints pending at the end of the year (as on 31.03.2011)
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936 *
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*All the pending complaints as on 31.03.2011 were redressed at a later date.
The above complaints include:
- 78199 ATM complaints,
- 153 credit card complaints,
- 1853 RTGS/NEFT complaints,
- 8299 pension related complaints and
- 5439 General complaints.
B. Awards passed by the Banking Ombudsman(01.04.2010 to 31.03.2011)
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(a) No. of unimplemented Awards at the beginning of the year
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NIL
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(b) No. of Awards passed by the Banking Ombudsmen during the year
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10
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(c) No. of Awards implemented during the year
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9
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(d) No. of unimplemented Awards at the end of the year
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1 *
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* Award issued on 31.03.2011. Hence implemented at a later date.
During the year bank received 702 complaints through the Offices of Banking Ombudsman. All the complaints were amicably redressed.
IV. The following are the customer service areas in which the complaints are frequently received;
1. Deposits
2. Loans
3. ATM
4. Collection of Cheques
5. Pensions
Frequent sources of complaint
- Passbook Printing
- Delay in settlement of insurance claims in respect of Arogyadaan/ABJ a/cs
- Not sanctioning of Education loan/weaker section loans/General loans
- Delay in Collection of outstation cheques/crediting of Cheque proceeds
- ATM debit without dispensing of Cash
- Delay in payment of Pension arrears
- Difference in the amount of revised Pension
- Payment of family pension
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