BY - SUBMITTED TO -PROF. R.C.

BHATNAGAR
MOHIT BHARDWAJ
APURVA JHA
BHARAT SINGH
CHARU JOSHI
VAIBHAV TYAGI

Meaning Of Grievance
An Official Statement of a Complaint over
something Believed to be wrong or unfair

For Example:
A customer files a complaint in a official statement to
management of a bank for not providing services in timely
manner.
Grievances Redressal Mechanism
Policy For Grievance Redressal in Banks
The Policy for grievance redressal should provide for:
Aims and Objectives of the Policy;
Advisory To Banks
Machinery for handling Customer complaints/ grievances;
Mandatory display requirements;
The level of officials responsible for resolution of Grievances;
Specific time frame to be set up for handling complaints;
Personal interaction with customers by banks staff; and
Sensitizing operating staff on handling complaints.
Aims and Objectives of the Policy

Aims at minimizing instances of customer complaints and
grievances.

Ensure prompt redressal of customer complaints and review
mechanism.

The policy should follow the undernoted principles:

Customers should be treated with courtesy and fairly at all
times.

Aims and Objectives of the Policy
Customers should be fully informed of avenues to escalate their
complaints/grievances within the organization and their rights to
alternative remedy.

To treat all complaints efficiently and fairly.

Employees should work in good faith and without prejudice to the
interest of the customer.

Machinery for Handling Customer Complaints/ Grievances

o Customer Service Committee of the Board - formulate
Comprehensive Deposit Policy.
o Standing Committee on Customer Service - Chaired by the
Managing Director/ED - evaluate feed-back on quality of
customer service; ensure compliance of all regulatory
instructions regarding customer service; consider unresolved
complaints/grievances; submit report on its performance to the
customer service committee of the board at quarterly intervals.

Nodal Officer and other designated officials to handle
complaints and grievances - responsible for the implementation
of customer service and complaint handling for the entire bank.


Mandatory Display Requirements
Appropriate arrangement for receiving complaints and
suggestion.

Name, address and contact number of Nodal Officer(s).

Contact details of Banking Ombudsman of the area.

Code of banks commitments to customers/Fair Practice code.

The level of officials Responsible for Resolution of Grievances
Branch Manager is responsible for the resolution of
complaints/grievances.

Branch Manager to be responsible for ensuring closure of all
complaints.

If Branch Manager cannot resolve the problem, he can refer it
to Regional/ Zonal office.

Regional/ Zonal office can further refer the matter to the Nodal
Officer.

Specific Time Frame to be Set up for Handling Complaints

Complaints to be analyzed from all possible angles.

Specific time schedule to be set up for handling complaints at
all level.

Complaints which require time for examination should invariably
be acknowledged promptly.

Branch and zonal office must send action taken report on
complaints to head office on monthly basis.

Advisory To Banks
Ensure that the complaint registers are kept at prominent place in
their branches which would make it possible for the customers to
enter their complaints.(Complaints registered Offline)

Have a system of acknowledging the complaints, where the
complaints are received through letters / forms

Prominently display at the branches, the names of the officials who
can be contacted for redressal of complaints, together with their
direct telephone number ,fax number, complete address (not Post
Box No.) and e-mail address etc. for proper and timely contact by
the customers and for enhancing the effectiveness of the redressal
machinery.
Advisory To Banks
Banks are also advised to give wide publicity to the grievance
redressal machinery through advertisements and also by placing
them on their web sites.
Where the complaints are not redressed within one month, the
concerned branch /controlling office should forward a copy of the
same to the concerned Nodal Officer under the Banking
Ombudsman Scheme.
Ensure that redressal of complaints emanating from rural areas and
those relating to financial assistance to Priority Sector and
Government's Poverty Alleviation Programmes also forms part of the
above process
Personal Interaction with Customers by Bank s Staff

There should be structured customer meets.



Feedback from customers to be considered valuable
input.

Sensitizing Operating Staff on Handling Complaints
Staff to be properly trained to handle complaints.

Imparting soft skills for handling customers.

Nodal officer to ensure internal machinery for handling
complaints/grievances operates smoothly and efficiently at all
levels.

Feed backs on training needs of staff to be given to the HR
Dept.

Introduction
Bank of India was founded on September 07, 1906 by a group of eminent
businessmen from Mumbai. The bank was under private ownership and
control till July 1969 when it was nationalized along with 13 other banks.
Beginning with one office in Mumbai, with a paidup capital of 50 lakh
and 50 employees,
The bank has 3101 branches in India spread over all states/ union territories
including 141 specialized branches.

The bank has been the first among the nationalized banks to establish a
fully computerized branch and ATM facility at the Mahalaxmi Branch at
Mumbai way back in 1989. The bank is also a founder member of SWIFT in
India.

Products &services
Kits introduced for NRI Customers opening NRE/ NRO accounts at foreign
centers
Calculation of interest on Savings Bank account, from April 01, 2010, has
been changed from monthly product basis to daily product basis.
The bank introduced issuance of instapin for DebitcumATM Card. This
will address the customer grievance for nonreceipt of Repin
As a fraud prevention measure, SMS alerts Star Sandesh are generated
and provided to all customers
Enabling internet banking customers to make online Fixed Deposit
Mobile Banking facility is introduced as the latest alternate delivery
channel.
Online Interbank Fund Transfer across banks, through Star Connect Internet
Banking Services, using RTGS/ NEFT

GRIEVANCES REDRESSAL POLICY

INTRODUCTION


In order to make banks Redressal mechanism more meaningful and
effective, a structured system has been put in place. This system will
ensure that the complaints are redressed in a just and fair manner within
the given framework of rules and regulations. The policy document would
be made available at all branches. All employees of the Bank will be
made aware of the complaint handling process.



Reason For Complaints
Customer complaints arises due to :
The attitudinal deficiencies when dealing with
customers.
Inadequacy of the functions / arrangements made
available to the customers
Gaps between standards of services promised and
actual services rendered.
Errors
Internal Machinery to handle Customer
complaints/grievances


1. Three tier grievance Redressal System :

The Bank will have a public grievance machinery functioning at three levels
i.e. Branch, Zonal and Head Office level. All complaints received at every level
will be immediately acknowledged, redressed and final reply will be given to
the complainants.




Internal Machinery to handle Customer
complaints/grievances
ii. Nodal Officer and other designated officials to handle complaints
and grievances :

Bank has appointed General Manager (Operations ) who is responsible
for the implementation of customer service and complaint handling
policy for the entire bank. His name, address, telephone number, e-
mail Id have been published through prominent dailies and also on
Banks website. The Bank may also appoint customer relation officer at
Zonal Offices to handle complaint grievances in respect of branches
falling under their control.

Nodal Officer
The Bank will have a public grievance machinery functioning at three levels
i.e. Branch, Zonal and Head Office level. All complaints received at every
level will be immediately acknowledged, redressed and final reply will be
given to the complainants.

Nodal Officer and other designated officials to handle complaints and
grievances.


Bank has appointed General Manager (Operations ) who is responsible for
the implementation of customer service and complaint handling policy for
the entire bank.

Nodal Officer
His name, address, telephone number, e-mail Id have been
published through prominent dailies and also on Banks website. The
Bank may also appoint customer relation officer at Zonal Offices to
handle complaint grievances in respect of branches falling under
their control
List Of BCSBI Code Compliance Officers & Nodal Officers :

CHIEF GRIEVANCE REDRESSAL OFFICER/ PRINCIPAL CODE COMPLIANCE
OFFICER OF THE BANK:
o Shri. M.V.Venketeswaran, General Manager, (Customer Excellence
Branch Banking)
Nodal Officer for Grievance Redressal at Head Office:
o Dr. Saanjiiv Pathak, Chief Manager, Customer Excellence Branch
Banking Dept
List of Few Nodal Officer(Branch Manger) for Grievance Redressal at the
Branch
New Delhi - Shri .S.K.Aggarwal
Gandhinagar - Shri Rajeev Pathak
Guwahati - Shri. Vincent Lakra
Mumbai (South) -Shri D.P Garg
The responsibilities of the Nodal Officer includes

Laying down the grievances redressal policy and process, monitoring
its implementation and initiating corrective action wherever needed.
Review and approval of all products and processes from the customer
service perspective.
Conduct of Customer Service surveys to learn more about hidden
complaints as approved by the Standing Committee on Customer
Service and initiate corrective action wherever necessary.
Review the comments of auditors on implementation of Customer
Service and grievance redressal policies and initiate corrective action.
Collect, analyze and present data to enable the Standing Committee
and Customer Service Committee of the Board to understand the
customer service issues that need to be addressed and also
recommend actions to be initiated.

The Responsibilities of the Nodal Officer Includes
Take capacity building initiatives, in collaboration with other
functional heads and the training establishments, to enable the front
office and back office staff to deliver quality customer service.
Convene meeting of the Standing Committee on Customer Service
and Customer Service
Committee of the Board and to implement their directions in a time
bound manner.
Ensure prompt submission of all reports and returns to RBI and other
statutory regulatory
bodies relating to Customer Service.
Take all other actions and initiatives necessary to improve the
quality of Customer Service, on continuous basis.

Customer Service Committee of the Board
Customer Service Committee of the Board :
This sub-committee of the Board would overall review the customer
grievance redressal mechanism. The Committee would also be looking into :

Functioning of Standing Committee on Customer Service.
Various policies having bearing on customer service.
The product approval process.
The annual survey of customer satisfaction and triennial audit of such
survey.

The Committee will also suggest innovative measures of enhancing the
quality of the customer service and improving the level of customer
satisfaction for all categories of customers at all times.
Standing Committee on Customer Service

The Standing Committee on Customer Service will be chaired by the
Managing Director /Executive Director of the Bank. Besides two or three
senior executives of the bank, the committee would also have two to three
eminent non executives drawn from the Public as members. The committee
would have the following function:

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
Banks Commitments to Customers received from BCSBI.


Standing Committee on Customer Service

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 the Zonal /functional heads.

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

The Committee shall review the compensation paid by bank to
complainants for errors.

Chief Customer Service Officer
(Internal Ombudsman)
CSO are appointed by Banks.

Objective of CCSO- enabling customer of the bank to
access an independent arbitrator for their complaint,
when they are not satisfied with the resolution provided
by the bank.

The appointment of CCSO shall further strengthen the
internal Grievance Redressal mechanism of the Bank.

The Details of CCSO
The details of CCSO are as follows :

Name - Mr. Bhasker Salian Designation
(Chief Customer Service Officer)
Office Address-Bank of India (Head Office)
Bandra Kurla Complex Bandra (East)
Mumbai 400 050
Telephone-022-66684763
Email ID - CCSO@bankofindia.co.in

Functions of the Committee
Meet selected customers on a regular basis (currently: every
quarter) to ascertain their feedback & comments on the service
levels rendered by the Branch.

Ensure that all regulatory & internal instructions regarding customer
service are followed by the branch.

Evaluate feed-back on quality of customer service received
from various quarters.

Identify & work on action steps to enhance the level of customer
service offered by the Branch.

Procedure for Approaching CCSO
The customer before making a complaint to CCSO
should make a representation to the Bank.
In case the customer is not satisfied with the reply given
by the Bank or the Bank has rejected the complaint or
the Bank has failed to respond within a month of the
representation, the customer can approach the CCSO
with the complaint reference no.
The CCSO shall ensure that as far as possible, the
grievances are settled through internal Redressal
mechanism

Mandatory display requirements
It is mandatory for branches to provide appropriate arrangements
for receiving
Complaints
Suggestions
The name , address and contact of nodal officer
Contact details of banking ombudsman of the area
Head office shall supply posters for display in branches about all
information.
Resolution of grievances
Branch manager is responsible for the resolution of
complaints/grievances in respect of customers service.
It is his foremost duty to see that the complaint should be resolved
completely to the customers satisfaction.
If the branch manager feels that it is not possible at his level to solve
the problem he can refer the case to Zonal Office, for guidance.
The customer service satisfaction survey would be conducted by
Bank normally once in 3 years.
upon directions of the Customer Service Committee of the Board, it
may be conducted at shorter intervals or for any specific service /
group of services.
Interaction with customers
The bank recognizes that customers
expectation/requirement/grievances can be better appreciated
through personal interaction with customers by banks staff.
Structured customer meets, say once in a month will be organised
to give a message to the customers that the bank cares for them.
Many of the complaints arise on account of lack of awareness
among customers about bank services
Sensitizing operating staff on
handling complaints
The staff will be properly trained for handling complaints.
With an open mind and a smile on the face we will be able to win
the customers confidence.
It would be the responsibility of the Nodal Officer to ensure that
internal machinery for handling complaints/grievances operates
smoothly.
The Nodal Officer would develop training programmes on customer
friendly behaviour and resolution of complaint would get it
administered through the training system.

Process Flow For Customer Grievance Redressal:

Complaint Received at Branch
Contact Person-Branch Head
Time Limit-5 Days
First level - complaint
received at branch
Failed at Branch Level and Transferred Directly to RO
Contact Person Regional Head
Time Limit-10-20 Days
Second Level
Failed at RO / Br Level And Transferred Directly to AO
Contact Person-AGM (P&D)GM(P&D)
Time Limit 20-25 Days
Third Level
Complaints, not resolved at third level, should be escalated to ED/MD, for redressal
Complaint received on Online
Contact Person-On-line addressing officer to AGM (P&D)/GM (P&D)
Time Limit P & D to give direction to the concerned department/branch
who should follow the same time frame
Fourth Level
Complaint lodged with Ombudsman/RBI/Govt. Officials
Contact Person - AGM (P&D)/GM (P&D)
Time Limit- 20 Days
Fifth level
*(Normally the customers will first approach the branch and then they will take up to
higher levels if the grievance is not properly addressed)
Dealing with Sexual Harassment Complaints
The Reserve Bank had introduced a formal Grievance Redressal
Mechanism in 1998 to deal with complaints of sexual harassment of
women, in compliance with the Supreme Court Guidelines of August 13,
1997. These guidelines need to be revisited in conformity with the
provisions of the Sexual Harassment of Women at Workplace (Prohibition,
Prevention and Redressal) Act, 2013 and Sexual Harassment of Women
at Workplace (Prohibition, Prevention and Redressal) Rules, 2013. The
Bank is, therefore, in the process of preparing a new comprehensive set
of guidelines for dealing with such complaints. These guidelines are
proposed to be issued during 2014-15.
Latest Developments and
Recommendation for Future
.


RBI's recently released draft charter of
rights could bring an end to niggling
issues that customers face currently
Know what's Right' for Better Banking


On 3
rd
September 2014 The Reserve Bank of India (RBI) has
released a draft `Charter of Customer Rights', seeking
comments before finalising the charter. It aims to safeguard
five key customer rights, including right to fair treatment, right
to transparency, fair and honest dealings, right to suitability
and right to privacy


In fact, a detailed customer grievance redressal framework
already exists. "Although a customer is expected to be treated
fairly as per the code of banks' commitment to customers, it is
a voluntary code and was not treated as a right," explains VN
Kulkarni, chief credit counsellor with the Bank of India






Know what's Right' for Better Banking

The new charter could be an antidote to these niggling issues.
Complaints against mis-selling, in particular of life insurance
policies, continue to make news. "Perhaps, such tactics will not
be adopted by banks as the customers are now being armed
with the right to transparency, fair and honest dealing," adds
Kulkarni.

The new charter confers `rights' upon banking customers, and
the RBI can punish the banks for non-compliance. "The banks'
code of commitment to customers had persuasiv ..









Proposed Rights and the Likely
Benefits For Customers:





Right to Fair Treatment
This proposed right aims
To ensure that banks do not discriminate on grounds of gender, age,
religion, caste and physical ability while offering products and services.
This, however, does not mean that banks cannot offer differential rates
of interest or products to customers.
"The financial services provider may , however, have certain special
products which are specifically designed for members of a target market
group










Right to Transparency, Fair and Honest Dealing
This proposed right aims
Banks will have to ensure that all contracts are "...transparent, easily
understood by and well communicated to, the common person." The
language used in terms and conditions could be simpler.
Also, information on the product's price, customer's responsibilities will
have to be clearly disclosed. "The key risks associated with the
product as well as any features that may especially disadvantage the
customer should be made known to him.
Most Important Terms and Conditions should be clearly Disclosed.



Right to Suitability
This proposed right aims
This clause is especially relevant for customers who are
saddled with life insurance-cum-investment policies that do
not meet their requirements Despite stringent regulations an
caps on charges on these products many customers
continue to complain about Mis-sold products.
The charter proposes to make it mandatory for banks to sell
products that suit customers' needs, financial circumstances.

Right to Privacy


This proposed right aims
If the charter is finalised in the current form, banks will be directed
to ensure confidentiality of customers' personal information unless
the disclosure is required by law or if they have consented to it.
"Customers have the right to protection from all kinds of
communications, electronic or otherwise, which infringe upon their
privacy," the charter states. In other words, your information and
contact details cannot be shared with say telemarketing
companies













Right to Grievance Redressal and Compensation



This proposed right aims

The charter proposes to make the institutions accountable for
their products and those of third parties. The draft reiterates the
existing guidelines for establishing a grievance redressal
mechanism, acknowledgement and communication on
escalating the matter, should the customer be dissatisfied with
the redressal officer's decision




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