 Analysis of complaints received by the Bank during the year 2012-13 |
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A. Customer Complaints
| (a) No. of complaints pending at the beginning of the year(as on 01.04.12) |
810 |
| (b) No. of complaints received during the year |
84807 |
| (c) No. of complaints redressed during the year |
85596 |
| (d) No. of complaints pending at the end of the year (as on 31.03.2013) |
21 |
The above complaints include :
| ATM complaints, |
70898 |
| credit card complaints, |
74 |
| RTGS/NEFT complaints, |
7110 |
| pension related complaints |
63 |
| SMS Upset and |
4420 |
| General complaints. |
1778 |
| Banking Ombudsman |
464 |
| |
84807 |
B. Awards passed by the Banking Ombudsman (01.04.2012 to 31.03.2013)
(a) No. of unimplemented Awards at the beginning of the year |
Nil |
(b) No. of Awards passed by the Banking Ombudsmen during the year |
8 |
(c) No. of Awards implemented during the year |
7 |
(d) No. of unimplemented Awards at the end of the year |
1 |
IV. The following are the customer service areas in which the complaints are frequently received;
- ATM
- General Banking
- Technology
Frequent sources of complaint
- Account debited but ATM cash not dispensed
- Delay in payment of Pension arrears/family pension/revision of pension
- Non receipt of internet banking passwords
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