Disclosure and Analysis of Complaints

(A)Summary information on complaints received by the bank from customers and from the OBOs

Sr.No

Particulars

Previous Year

FY 21-22

Current Year

FY 22-23

Complaints received by the bank from its customers

1.

Number of complaints pending at beginning of the year

17

12

2.

Number of complaints received during the year

1943

5287

3.

Number of complaints disposed during the year

1948

5259

3.1

Of which, number of complaints rejected by the bank

0

6

4.

Number of complaints pending at the end of the year

12

40

Maintainable complaints received by the bank from OBOs

5.

Number of maintainable complaints received by the bank from OBOs

37

48

5.1

Of 5, number of complaints resolved in favour of the bank by BOs

17

18

5.2

Of 5, number of complaints resolved through conciliation/mediation/advisories issued by BOs

20

30

5.3

Of 5, number of complaints resolved after passing of Awards by BOs against the bank

0

0

6.

Number of Awards unimplemented within the stipulated time (other than those appealed)

0

0


(B)Top five grounds of complaints received by the bank from customers

For the Financial Year FY 22-23:

S.No

Grounds of complaints, (i.e. complaints relating to)

Number of complaints pending at the beginning of the year

Number of complaints received during the year

% increase/ decrease in the number of complaints received over the previous year

Number of complaints pending at the end of the year

Of 5, number of complaints pending beyond 30 days

Ground - 1

ATM/Debit Cards

12

4712

187.14%

17

0

Ground - 2

Loans and advances

0

85

165.63%

1

1

Ground - 3

Internet/Mobile/Electronic Banking

0

171

108.54%

8

1

Ground - 4

Account opening/difficulty in operation of accounts

0

63

800.00%

3

0

Ground - 5

Facilities for customers visiting the branch/adherence to prescribed working hours by the branch, etc.

0

24

-56.36%

0

0

 

Others

0

232

84.13%

11

3

 

Total

12

5287

172.10%

40

5


For the Financial Year FY 21-22:

S.No

Grounds of complaints, (i.e. complaints relating to)

Number of complaints pending at the beginning of the year

Number of complaints received during the year

% increase/ decrease in the number of complaints received over the previous year

Number of complaints pending at the end of the year

Of 5, number of complaints pending beyond 30 days

Ground - 1

ATM/Debit Cards

14

1641

-9.40%

12

0

Ground - 2

Loans and advances

0

32

18.75%

0

0

Ground - 3

Internet/Mobile/Electronic Banking

0

82

241.66%

0

0

Ground - 4

Account opening/difficulty in operation of accounts

0

7

-66.66%

0

0

Ground - 5

Facilities for customers visiting the branch/adherence to prescribed working hours by the branch, etc.

0

55

76.36%

0

0

 

Others

3

126

57.50%

0

1

Total

 

17

1943

-1.71%

12

1