POLICY FOR GRIEVANCE REDRESSAL                                                                                                                                              
                                                                                                                                                           Complaint Page for RBI

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Introduction
In the present scenario of competitive banking, excellence in customer service is the most important tool for sustained business growth. Customer complaints are part of the business life of any corporate entity. This is more so for the Bank because Bank is a service organization. As a service organization, customer service and customer satisfaction should be the prime concern of our Bank. The Bank believes that providing prompt and efficient service is essential not only to attract new customers, but also to retain existing ones. This policy document aims at minimizing instances of customer complaints and grievances through proper service delivery and review mechanism and to ensure prompt redressal of customer complaints and grievances. The review mechanism should help in identifying shortcomings in product features and service delivery. Customer dissatisfaction would spoil Bank’s name and image. The Bank’s policy on grievance redressal follows the under noted principles :-

• Customers be treated fairly at all times
• Complaints raised by customers are dealt with courtesy and on time
• Customers are fully informed of avenues to escalate their complaints/ grievances within the organization and their rights to alternative remedy, if they are not fully satisfied with the response of the Bank to their complaints.
• Bank will treat all complaints efficiently and fairly as they can damage the Bank’s reputation and business, if handled otherwise.
• The Bank employees must work in good faith and without prejudice to the interests of the customer.

In order to make Bank’s redressal mechanism more meaningful and effective, a structured system has been built up towards such end. Such system ensures that the redressal sought is just and fair and is within the given frame work of rules and regulations. This policy document has been made available at all branches. The employees have been made aware about the complaint handling process.

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.

The customer is having full right to register his complaint if he is not satisfied with the services provided by the Bank. He can give his complaint in writing, by e – mail, orally or over telephone. If customer’s complaint is not redressed within 30 days or if he is not satisfied with the solution provided by the Bank, he can approach Banking Ombudsman with his complaint or other legal avenues available for grievance redressal.

Any complaint /grievance received in the Bank/department by any functionary containing any element of alleged corruption, malpractices ormisconduct etc. should necessarily be sent to the CVO of the Bank for scrutiny and action.

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• Correcting mistakes promptly and canceling any bank charges that we apply due to our mistake.
• Telling you how to take your complaint forward if you are still not satisfied.
• Providing suitable alternative avenues to alleviate problems arising out of technological failures.

• Committee will ensure that before we lend you any money or increase your overdraft, credit card limit or other borrowing, we will assess whether you will be able to repay it. If we can not help you, we will communicate in writing the reason(s) for rejection where the amount of loan applied for does not exceed Rupees Two Lakhs. If you want us to accept a guarantee or other security from someone for your liabilities, we may ask you for your permission to give confidential information about your finances to the person giving the guarantee or other security, or to their legal adviser.

Standing Committee on Customer Service
The Standing Committee on Customer Service is chaired by the Chief General Manager of the Bank. Besides two to three senior executives of the Bank, the committee have one eminent non – executive drawn from the public as member. The committee would have the following functions :

• Evaluate feed - back on quality of customer service received from various quarters. The committee would also review comments / feed - back on customer service and implementation of commitments in the Code of Bank’s Commitments to Customers received from BCSBI.

• The Committee would be responsible to ensure that all regulatory instructions regarding customer service are followed by the Bank. Towards this, the committee would obtain necessary feed back from Zonal/Regional Managers/functional heads.

• The Committee would also consider unresolved complaints / grievances referred to it by functional heads responsible for redressal and offer their advice.

• The committee would submit report on its performance to the customer service committee of the board at quarterly intervals.

• The committee will see that the Code of Bank’s Commitment to customers is strictly adhered to in its true spirit.

General Manager (Operation) has been appointed as a Nodal Officer who is responsible for the implementation of customer service and complaint handling for the entire Bank. The Bank has also Customer Relation Officer at Zonal/ Regional offices to handle complaint grievances in respect of branches falling under their control.

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• Appropriate arrangement for receiving complaints and suggestions
• The name, address and contact number of Nodal Officer(s)
  (Annexure 1.)
• Contact details of Banking Ombudsman of the area
  (Annexure 2.)
• Code of Bank’s commitments to customers / Fair Practice Code

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Resolution of Grievances
Branch Manager is responsible for the resolution of complaints / grievances in respect of customer’s service by the branch. He would be responsible for ensuring closure of all complaints received at the branches. It is his foremost duty to see that the complaint should be resolved completely to the customer’s satisfaction and if the customer is not satisfied, then he should be provided with alternate avenues to escalate the issue. If the branch manager feels that it is not possible at his level to solve the problem he can refer the case to Regional or Zonal Office for guidance. Similarly, if Regional or Zonal office finds that they are not able to solve the problem such cases may be referred to the Nodal Officer.

Grievances pertaining to technology related transactions
Considering customers’ expectations, lack of familiarity and the need for broadening customer base, the Bank has considered introduction of exclusive mechanism for redressal of grievances arising from use of alternate channels. Presently, for help in ATM-cum-Debit card related operations, an exclusive toll free helpline number 1800-112-211 has been made available. The customers can also contact the nearest card issuing branch or e - mail at contact centre @ sbi.co.in for redressal of their complaints. In case the customer is not satisfied with the handling of his complaint, he can send a mail to Chief Manager (ATM) at cmatm@sbp.co.in The contact details / e-mail addresses are already printed on ATM card, ATM centres and will be made available on the Bank’s web site.

For assistance in Internet Banking transactions, he may post his grievance online on the Bank’s internet banking web site www.onlinesbp.com. And send the quarries / complaints on line to cmatm@sbp.co.in 

Time Frame
Complaint has to be seen in the right perspective because they indirectly reveal a weak spot in the working of the Bank. Complaint received should be analyzed from all possible angles. Specific time schedule has been prescribed for handling complaints and disposing them at all levels including branches, zonal and head office. Branch manager should try to resolved the complaint within specified time frames, decided by the Bank.

The time schedule for disposal of complaints at branch level : 15 days.
Time schedule for disposal of complaints at
Regional Office/Zonal office : 30 days

Communication of Bank’s stand on any issue to the customer is a vital requirement. Complaints received which would require some time for examination of issues involved will invariably be acknowledged promptly.

Branch and Zonal office must send action taken report on complaints received to the Head Office at the end of every month.

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Interaction with customers
The Bank recognizes that customer’s expectation / requirement/ grievances can be better appreciated through personal interaction with customers by Bank’s staff. Structured customer meets, will give a message to the customers that the Bank cares for them and values their feed back / suggestions for improvement in customer service. Many of the complaints arise on account of lack of awareness among customers about Bank services and such interactions will help the customers appreciate banking services better. As for the Bank the feed back from customers would be valuable input for revising its product and services to meet customer requirements.

• 15th of every month (next working day, if 15th is a holiday) will be observed as Customers Day.

• Branch Managers/ Controlling Authorities/ Senior Functionaries of the Bank will remain at their headquarters from 3 PM to 5 PM to meet the customers and listen to their grievances for on the spot redressal on that day.

• Customer Service committees established at all branches, Zonal Offices and at Head Office will meet at quarterly intervals to examine complaints / suggestions, cases of delay and other difficulties faced and reported by customers and evolve ways and means to improve the customer service.

• All metropolitan / urban and semi-urban branches will hold Customer Relation Programme at least once in a quarter and rural branches once in 6 months. The objective is to give an opportunity to the customers to meet the Branch Manager / Controlling Authority/ Senior functionaries of the bank to highlight their grievances and give suggestions for further improvement in services.

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Sensitizing operating staff on handling complaints
Staff will be properly trained for handling complaints. We are dealing with people and hence difference of opinion and areas of friction can arise. With an open mind and a smile on the face we will be able to win the customer’s confidence. It will be the responsibility of the Nodal Officer to ensure that internal machinery for handling complaints / grievances operates smoothly and efficiently at all levels. He should give feed back on training needs of staff at various levels to the Human Resources Department at Head Office.