Summary information on complaints received by the bank from Customers and from the OBOs.
Sr no. | Particulars | Previous year 2019-20 | Current year 2020-21 | |
---|---|---|---|---|
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 |
Top five ground of complaints received by the bank from customer. | |||||
---|---|---|---|---|---|
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 |
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 |