Analysis/ category

Complaints received by the bank from its customers

1.

Number of complaints Pending at beginning of the year

145

296

2.

Number of complaints received during the year

8740

3760

3.

Number of complaints disposed during the year

8589

4037

3.1

Of which, number of complaints rejected by the bank

0

0

4.

Number of complaints pending at the end of the year

296

19

Maintainable complaints received by bank from OBOs

5

Number of maintainable complaints received by bank from OBOs

1511

5.1

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

887

5.2

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

98

5.3

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

0

6

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

0

0

1

2

3

4

5

6

1-ATM/Debit Cards

199

1600

-55

6

0

2- Internet/Mobile/Electronic Bkg

59

1195

-58

12

0

3- Account opening /difficulty in operation of account

14

553

-51

1

0

4- Loans and Advances

6

223

-68

0

0

5.Pension and facilities for senior citizens/differently abled

0

64

-28

0

0

Others

18

125

-69

0

0

Total

296

3760

-57

19

0

1- ATM/Debit Cards

19

3820

+31

199

35

2- Internet/Mobile/Electronic Bkg

53

2580

-24

59

12

3- Account opening /difficulty in operation of account

30

1151

+23

14

0

4- Loans and Advances

20

696

+54

6

0

5- Pension and facilities for senior citizens/differently abled

0

89

+78

0

0

Others

23

404

+16

18

0

Total

145

8740

296

47