Disclosure and Analysis of Complaints

Sr.No

Particulars

Current Year

FY 22-23

Current Year

FY 23-24

Complaints received by the bank from its customers

1.

Number of complaints pending at beginning of the year

12

40

2.

Number of complaints received during the year

5287

2899

3.

Number of complaints disposed during the year

5259

2918

3.1

Of which, number of complaints rejected by the bank

6

1

4.

Number of complaints pending at the end of the year

40

21

Maintainable complaints received by the bank from OBOs

5.

Number of maintainable complaints received by the bank from OBOs

48

84

5.1

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

18

78

5.2

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

30

4

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

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

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

12

4712

187.14%

17

0

Ground - 2

Loans and advances

0

85

165.63%

1

1

Ground - 3

Internet/Mobile/Electronic Banking

0

171

108.54%

8

1

Ground - 4

Account opening/difficulty in operation of accounts

0

63

800.00%

3

0

Ground - 5

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

0

24

-56.36%

0

0

Others

0

232

84.13%

11

3

Total

12

5287

172.10%

40

5