Whistle Blower PolicyOccupations Covered Under - AAM AADMI BIMA YOJANA Policies And Codes Model Policy DocumentCheque Collection PolicyBCSBI Code 2014 Basel II Pillar 3 Disclosure Basel III Pillar 3 DisclosureCode of Commitment to Micro and Small Enterprises Customer Complaint Redressal Cell Disclosure and Analysis of Complaints Fair Practice Code for LendersProtected Disclosure Scheme RTGS and NEFT Customer Facilitation Centers Business Correspondent Details FI List of Inoperative Accounts List of Recovery AgentsService Charges and FeeInvestor Education and Protection Fund Dos and Dont

Disclosure and Analysis of Complaints

(A)Summary information on complaints received by the bank from customers and from the OBOs

Sr.No

Particulars

Previous Year

FY 23-24

Current Year

FY 24-25

Complaints received by the bank from its customers

1.

Number of complaints pending at beginning of the year

40

21

2.

Number of complaints received during the year

2899

2004

3.

Number of complaints disposed during the year

2918

1991

3.1

Of which, number of complaints rejected by the bank

1

58

4.

Number of complaints pending at the end of the year

21

34

Maintainable complaints received by the bank from OBOs

5.

Number of maintainable complaints received by the bank from OBOs

84*

42**

5.1

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

78

32

5.2

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

4

10

5.3

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

0

0

6.

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

0

0

 

** There are -3- additional open RBI BO complaints (received in quarter 4 FY 24-25) whose final status Maintainable/Non Maintainable is still not ascertained as on 31.03.2025. Consequently, above -42- complaints does not include the still open -3- RBI BO complaints.

*2 maintainable complaints out of total 16 maintainable complaints received in quarter 4 FY-2023-24 from OBO were pending on 31.03.2024 as per the information available on RBI BO portal as on 31-03-2024. One complaint was subsequently declared as Maintainable.

(B)Top five grounds of complaints received by the bank from customers

For the Financial Year FY 24-25:

S.No

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

Ground - 1

ATM/Debit Cards

2

273

-85.51%

6

1

Ground - 2

Loans and advances

2

98

-3.92%

3

2

Ground - 3

Internet/Mobile/Electronic Banking

1

1061

124.31%

12

3

Ground - 4

Account opening/difficulty in operation of accounts

1

35

-45.31%

0

0

Ground - 5

Facilities for customers visiting the branch/adherence to prescribed working hours by the branch, etc.

0

0

0

0

0

 

Others

15

537

42.82%

13

1

 

Total

21

2004

-30.87%

34

7

 

For the Financial Year FY 23-24:

S.No

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

Ground - 1

ATM/Debit Cards

17

1884

-60.01%

2

1

Ground - 2

Loans and advances

1

102

20.00%

2

0

Ground - 3

Internet/Mobile/Electronic Banking

8

473

176.60%

1

0

Ground - 4

Account opening/difficulty in operation of accounts

3

64

1.58%

1

0

Ground - 5

Facilities for customers visiting the branch/adherence to prescribed working hours by the branch, etc.

0

0

-100.00%

0

0

 

Others

11

376

62.06%

15

12

 

Total

40

2899

-45.16%

21

13