The Cooperative Bank, Kapurthala
CUSTOMER GRIEVANCE REDRESSAL POLICY
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 as every business has to deal with situations in which things go wrong from a customers point of view.This is more so for banks because banks are service organizations,importing good customer service and enhancing level of customer satisfaction should be the prime concern of any bank. Providing prompt and efficient service is essential not only to attract new customer, but also to retain existing ones. Customer dissatisfaction would spoil banks name and image.
This policy documents aims at minimizing instances of customers complaints and grievances through proper service delivery and review mechanism and to ensure prompt redressel of customer complaints and grievance. The review mechanism should help identifying shortcoming in product features and service delivery.
The banks policy on grievance redressal follows the under noted priniciples.
In order to make banks Grievance Redressal Mechanism more meaningful
and effective, a structured system has been built up towards such an end. This system would ensure that the redressal sought is just and fair and is permissible within the given frame-work of rules and regulation. The Policy documents would be made available and at Banks website www.coopbankkpt.com . The concerned employees would be made aware about the complaints handling process.
The reason for customer complaints can be divided into 3 main categories:
A customer may lodge minor grievances through telephone and other complaint either in writing or through electronic means if he is not satisfied with the services provided by the bank. All complaints will be recorded by the bank in a register/database. The database, along with the acknowledgement letter and other correspondence will be preserved at least for 3 years for future reference. Arrangements for receiving complaints and suggestions are given hereunder.
Complaints forms are to be provided at all branches and also available at Banks website www.coopbankkpt.com . in under section ‘grievances’. Customer can obtain the complaint form from the Branch Manager/Bank’s website,submit it to the Branch Manager and obtain acknowledgement.
Complaints may use complaints cum suggestions box kept at branch for any feedback/suggestions for improvement in our products and services.
The minor complaint may be lodged over telephone with the Nodel officer at head Office or to the concerned Branch Manager. The name and telephone number of Nodel Officer and Branch Manager of the concerned Branch are to be displayed in the Branches.
Customer can also submit complaint by post or through e-mail. Complaints received by e-mail shall be acknowledged by e-mail to the extent possible. E-mail addresses of the Nodel Officer and concerned Branch manager are to be provided at the Branches.
Considering customers‘expectations and lack of familiarity with aiternate delivery channels(ATMs, Internet banking, IMPS and Mobile banking etc.)the Bank has considered exclusive mechanism for redressel of grievances arising from use of these channels. The contact details/e-mails address of the concerned Nodel Officer at Head office to be made available at branches as well as on the Bank’s website.
3.5 The Kapurthala Central Cooperative Bank Ltd. is an intermediary of NPS trust for Atal Pension Yojana. Accordingly, the grievance redressal channels of the Banks shall be available for resolving issues to Atal Pension Yojna. Details of the grievance redressal mechanism shall be in line with the PFRDA guidelines.
3.6 in case customer is unhappy with the service or redressal provided by the bank, he can also approach the Nodel Officer (Grievances) located in Head Office , Kapurthala for redressal. The contact details of the Nodal Officer(Grievances) should be displayed at each branch.
Complaint’s be seen in the right perspective because these indirectly
reveal a weak spot in the working of the bank. Complaints received would be analyzed from all possible angels. Bank will endeavor Ll endeavor to send an acknowledgement/response within Seventy- Two hours from time of receipt.
TIME SCHEDULE FOR REDRESSAL OF COMPLAINTS
General complaints 15 days
Complaints forwarded by RBI/MOF/MPs/VVIPs 15 days
Complaints from PM’s office 10 days
ATM complaints related to dispensation of cash 7 working days
Complaints related to point of sale transactions 45 days
Complaints requiring some time for examination of issues involed/detail investinggations/enquiries. Bank will send response or explain reasons for further time required within 30 days of receipt of complaint. However, the Complaints will be kept in loop regarding status of redressal of his/her complaints from time to time.
5.1 Board of Directors/Administrator
Board of Directors chaired by the chairman and Managing Director shall periodically review major arears of customer grievances and measures taken to improve customer service. Board of Directors/Administrator would also examine all issues that have a bearing on the quality of customer service provided to individual depositors and borrowers. Board of Directors/Administrator would also review the functioning of customer Grievance Cell.
5.2 Customer Grievance Cell
Customer Grievance Cell Consisting of Sr.Manager, Incharge Establishment cell, Incharge Inspection Cell , Incharge Misc. Cell would have the following functions:
Managing Director/District Manager
A number of grievance may be addressed by customer directly to the Managing Director & District Manger. Where the issues raised are considered serious, the Managing Director/District Manger shall call for a report on the causes that led to the grievance, action taken and final resolution given to the customer.
5.3 Nodel Officer and other designated officials to handle complaints and grievances.
Senior Manager (Hall Incharge)
The Kapurthala Central Cooperative Bank Ltd.
Kanjali Road, Kapurthala 144601
Phone No 01822 505877
Fax No. 01822 226296
The name, address, e-mail and contact number of Nodal Officer will be made available at the branches and also available on the Bank’s website.
It is mandatory for the Bank to provide:
The bank recognizes that customers expectation/requirement/grievances can be better appreciatd through personal interaction with costomer by banks staff. Many of the complaints arise on account of lack of awareness among customers about bank services and such interactions will help the customers appreciate banking services better. In view of this, following arrangements have been made:
Customer Meets will be organized in all branches of the Bank once in a quarter to look in to the quality of customer service rendered and critically examine the feedback/suggestions for improvement in customer service. In this meet, staff and invited customers interact freely on service related issues and submit the feedback/suggestion to Nodal Officer at Head Office.