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

Current Year

Complaints received by the bank from its customers

1.

Number of complaints pending at beginning of the year

16

18

2.

Number of complaints received during the year

1977

1943

3.

Number of complaints disposed during the year

1976

1949

3.1

Of which, number of complaints rejected by the bank

5

0

4.

Number of complaints pending at the end of the year

17

13

Maintainable complaints received by the bank from OBOs

5.

Number of maintainable complaints received by the bank from OBOs

32

51

5.1

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

26

51

5.2

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

4

0

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

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

1

2

3

4

5

6

 

2021-22

Ground - 1

ATM/Debit Cards

1641

(9.40)%

12

0

Ground - 2

Loans and advances

32

18.75%

0

0

Ground - 3

Internet/Mobile/Electronic Banking

82

241.66%

0

0

Ground - 4

Account opening/difficulty in operation of accounts

7

(66.66%)

0

0

Ground - 5

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

55

76.36%

0

0

 

Others

126

57.50%

0

1

Total

 

1943

 

12

1

2020-21

Ground - 1

ATM/Debit Cards

1813

(2)%

14

0

Ground - 2

Loans and advances

26

62.5%

0

0

Ground - 3

Internet/Mobile/Electronic Banking

24

71.43%

0

0

Ground - 4

Account opening/difficulty in operation of accounts

21

53.84%

0

0

Ground - 5

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

13

85.71%

0

0

 

Others

80

70.21%

3

1

Total

 

1977

 

17

1