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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 36 16
2.
Number of complaints received during the year 1957 1977
3.
Number of complaints disposed during the year 1977 1976

3.1 Of which,number of complaints rejected by the bank 0 5
4.
Number of complaints pending at the end of the year 16 17

Maintainable complaints received by the bank from OBOs
5.
Number of maintainable complaints received by the bank from OBOs 21 32

5.1 Of 5, number of complaints resolved in favour of the bank by BOs 18 26

5.2 Of 5, number of complaints resolved through conciliation/mediation/advisories issued by BOs 3 4

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

*2 complaints out of total 32 complaints received from OBO were pendingon 31.03.2021.

(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

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 toprescribed working hours by the branch, etc. 13 85.71% 0 0

Others 80 70.21% 3 1
Total
1977
17 1
2019-20
Ground - 1 ATM/Debit Cards 1850 (44.75)% 14 0
Ground - 2 Staff behaviour 17 6.25% 0 0
Ground - 3 Loans and advances 16 (27.27)% 1 1
Ground - 4 Internet/Mobile/Electronic Banking 14 55.55% 0 0
Ground - 5 Account opening/difficulty in operation of accounts 13 44.44% 0 0
Others
47 (14.55)% 1 1