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1. Preamble
In order to make our bank's redressal mechanism more meaningful and effective, a structured system is built towards such end. Such system should ensure that the redressal sought is just and fair and is within the ambit of the framework of rules and regulations that the bank operates in. The Policy document would be made available at all branches and all the employees of the bank would be made aware about the complaint handling process.
The basic idea behind this policy is to deal with complaints quickly & sympathetically. The intention of this policy is to:
A. Handle customer complaints promptly and fairly;
B. Correct mistakes promptly and cancel any bank charges that the bank had applied by mistake;
C. Let the customer know to take his complaint forward in case he is not satisfied with the primary response from the bank and
D. Provide suitable alternate avenues to mitigate problems arising out of technological failures.
1.1. As per the past experience, the customer complaints usually arise on account of the following factors:
A. The attitudinal aspects in dealing with customers.
B. Inadequacy of the functions/arrangements made available to the customers or gaps in standards of services expected and actual services rendered.
C. Technology related i.e. ATM, RTGS/NEFT etc.
The customer is entitled to register his complaint whenever he is not satisfied with the service provided by the Bank. He can submit his complaint in writing, orally or over telephone. If any customer's complaint is not resolved within the prescribed time or if he is not satisfied with the solution provided by the Bank, he can approach the Managing Director of the Bank. The name & address of the Managing Director is displayed in all branches.
2. Internal Mechanism to handle customer complaints/grievances.
A customer can lodge a complaint in writing to a Branch or Head Office under this policy. Complaints can also be lodged with the help line number of the bank over telephone, customer care e-mail ID or any other mode as convenient to the customers. Various modes through which a customer can lodge the complaint are explained hereunder:
Complaints in person
A customer, if not satisfied with service of the branch or has a grievance can lodge a complaint in person at the branch by submitting a written letter to the Branch Manager and can obtain an acknowledgement. Customer may also drop his complaint in the complaint box.
Complaints over phone
Customer can lodge his grievances over to the Branch and Head Office. Complaint may be lodged on telephone no. 0291-2544157.
Complaints through Mail
Customers can submit their grievances by e-mail at ccb.jodhpur@gmail.com
In case the customer is not satisfied with the handling of his complaint, he may contact the General Manager (Banking), Head Office at the following contact details.
Telephone : 0291-2544157 Fax No. 0291-2547088
E-mail: ccb.jodhpur@gmail.com
Complaints on CM Portal
Complaints can also be registered on Rajasthan CM Helpine No. 181
Categories of complaints are broadly classified as under:
Transaction related: Deposit/Cash related/opening of account/transfer of account/closure of account/claims on deceased depositors' a/cs/TDS related/service charge related etc.
Advance related:Complaints related to Loans and Advances/interest related.
Government related: Related to Govt. Scheme like PMJJBY/PMSBY/PMJDY etc.
Branch related: Branch facilities to customers/ambience/customer service area/long queue etc. Staff related: alleged harassment, misbehavior/use of rude language, alleged bribery etc.
Technology related: Disputed ATM transaction/POS transaction/Internet banking transaction/ RTGS/NEFT etc.
Grievance related to Technology
Grievance related to technology is further bifurcated as under:
a. ATM related disputes are bifurcated as under:
i) Our customers using our ATMs.
ii) Our customers using other Bank's ATMs.
iii) Other Bank's customers using our Bank's ATMs
The dispute arises out of following events:
1. Transaction is unsuccessful, but customer account is debited.
2. Transaction is successful and account debited but cash not dispensed.
3. Account debited twice but cash not dispensed or dispensed only once.
4. Cash partially dispensed but full amount debited to the account.
ATM failed transaction automatically gets reversed within a period of 24 hours, hence customer may be requested to wait for a day and then lodge complaint in case the amount is not automatically reversed.
b. Internet Banking: (on commencement of services to Bank's Customer)
Grievance related to internet banking such as disputed debit, failed transaction but account debited, account debited but amount not credited to beneficiaries account, account not settled, no transaction rights etc can be lodged through any mode of channels. The complaints related to transactions in accounts shall be dealt by A&F department and related will be resolved by IT department at Head Office. The customers to ensure that login ID and password are kept secured and confidential.
c. Mobile Banking: (on commencement of services to Bank's Customer)
Disputed transaction in mobile banking such as account debited twice for the same transaction, account debited and amount not credited at the other end/received by the merchant establishment, online disputed transactions like failed online transaction but account debited, erroneous debits etc. can be lodged through any mode of channels mentioned above.
For assistance in internet banking/mobile banking the customer may contact the same telephone number as for ATM card transactions.
d. RTGS/NEFT
For assistance in RTGS/NEFT the customers can directly lodge their complaints on email ccb.jodhpur@gmail.com
Anonymous and pseudonymous complaints :
In view of the fact that complainants who desire to protect their identity can have the protection of the Public Interest Disclosure & Protection of Informers Resolution - 2014 (PIDPI), the following procedure has been laid down for handling such anonymous and pseudonymous complaints:-
· No action is required to be taken on anonymous complaints, irrespective of nature of allegations and such complaints need to be simply filed.
· Complaints containing vague allegations could also be filed without verification of identity of the complaint.
· If a complaint contains verifiable allegations, Bank may take cognizance of such complaint. In such cases, the complaint will be first sent to the complainant for owning/disowning, as the case may be. If no response is received from the complainant within 15 days of sending the complaint, a reminder will be sent. After waiting 15 days after sending the reminder, if still nothing is heard, the said complaint may be filed as pseudonymous by Bank/Branch.
· However as good corporate Governance, depending upon the gravity of the allegation, the same will be examined by the bank.
2.1 Time Frame
Complaints need to be seen in the right perspective because they indirectly reveal weak spots in the working of the bank. Complaints received will be analyzed from all possible angles, Specific time schedule set up for handling complaints will be adhered to towards disposing of such complaints at all levels including Branches and Head Office.
The turn-around-time for the responding to a complaint is:
1. Normal cases (other than the one mentioned below): 7 working days for normal cases.
2. Fraud cases, Legal cases and cases that need retrieval of documents and exceptionally old records; 15 Working days.
3. Cases involving third party (other Banks): 30 working days.
4. Chargeback related cases: 45 to 60 working days.
5. For all the complaints received from the regulator, timelines as mandated by respective regulator will be adhered to.
Complaints which required more time for examination of issues involved will also be acknowledged promptly and endeavor will be made to resolve such complaints at the earliest.
2.2 Grievance redressal cell, Nodal Officer and other designated officials to handle Grievances.
The Redressal Cell is to be established in the bank. General Manager (Banking), Chief Manager (A&F) and Manager (A&F) will be members in the cell. General Manager (Banking) of the bank will be Nodal Officer and will be responsible for the implementation of customer service and complaint handling for the bank as a whole. Branch Managers will act as Customer Relation Officer (Nodal Officer) who will handle complaints/grievances in respect of branches falling under control. Aggrieved customer can write directly regarding their grievances at the following address:
General Manager (Banking),
Head Office, Manji ka hathha,
Paota, Jodhpur.
E-Mail – ccb.jodhpur@gmail.com
3. Mandatory Display requirements
We shall arrange to display information on the following aspects;
Appropriate arrangements for receiving complaints and suggestions
The name, address and contact number of Nodal Officer(s).
The customer will have following specific rights under this policy.
1) To receive and acknowledgement of their complaint within three days.
2) Customer's complaint would be resolved as per above mentioned time frame. In case resolution of complaint needs more time, we shall inform the reasons to the customer why more time is needed to resolve the complaint.
4. Resolution of Grievance
The Branch Manager is responsible for the resolution of complaints/grievances in respect of customer services by the branch. He would be responsible for ensuring closure of complaints received at the branches. It would be his fore most duty to ensure that the complaint gets resolved completely to the customer's satisfaction. If the customer is not satisfied, then he should be provided with alternate avenues to escalate the complaint. If the branch manager feels that it is not possible at his level to resolve the problem, he will refer the case to Head Office for guidance.
5. Sensitizing operating staff on handling complaints.
Staff would be properly trained for handling complaints. The bank is dealing with people and hence difference of opinion and areas of friction can arise. With an open mind and a smile on the face, the bank staff should be able to win the customer confidence.
6. Maintenance of Complaint Box/Register
All Branches of the bank would maintain a Complaint box/Register where customer can drop their complaints. All complaints have to be recorded in the register. The complaint box would be placed in a suitable position where it would be easily visible and identifiable. The complaint box will be opened daily by the branches.
Pre-empting occurrence of customer grievances
Customer grievances provide valuable feedback on quality of services at branches and whether the initiatives taken by the bank in technology and reengineering of business are having the desired impact on business growth and improved customer satisfaction. The bank also understands the importance of sensitizing staff to handle customer transactions/ requests with courtesy, empathy and promptness. The customer will be free to meet the Branch Managers/other officials at Head Office to discuss their grievances.
Amendment/modification of Policy:
Bank reserves the right to amend/modify this policy as and when deemed fit and proper, at its sole discretion and shall be applicable.
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