Introduction
In the present scenario of competitive banking, excellence in customer service is the most important tool for sustained business growth. Customer complaints are part of the business life of any corporate entity. This is more so for banks because banks are service organizations. As a service organization, customer service and customer satisfaction should be the prime concern of any bank. The bank believes that providing prompt and efficient service is essential not only to attract new customers, but also to retain existing ones.

This policy document aims at minimizing instances of customer complaints and grievances through proper service delivery and review mechanism and to ensure prompt redressal of customer complaints and grievances. The review mechanism should help in identifying shortcomings in product features and service delivery. Customer dissatisfaction would spoil bank’s name and image. The Bank’s policy on grievance redressal follows the under noted principles:

* Customers be treated fairly at all times.

* Complaints raised by customers are dealt with courtesy and on time.

* Customers are fully informed of the avenues to escalate their complaints/ grievances within the organisation and their rights to alternative remedy, if they are not fully satisfied with the response of the Bank to their complaints.

* Bank will treat all complaints efficiently and fairly as they can damage the bank’s reputation and business if handled otherwise.

* The Bank employees must work in good faith and without prejudice to the interests of the customers.

Public Grievances
For attending to customers’ grievances an exclusive Customer Grievance Redressal Cell attached to Central Inspection Department at Head Office has been set up to monitor the redressal of complaints received from the customers. The Department is headed by a General Manager who is the Nodal Officer for Public Grievances. We have Customer Grievance Redressal Sections headed by Regional Managers at all our 17 Regions.

Customer Meet is conducted by the Bank on 15th of every month (next working day, if it happens to be Saturday or Holiday).The customers of the Bank can meet the branch head, executives of the bank without any prior appointment and discuss issues relating to their accounts/banking transactions etc.