Revised Customer Grievance Redressal Policy of the Bank

Transcription

1 प ज ब ए ड स ध ब क PUNJAB & SIND BANK (भ रत सरक र क उप म / Government of India Undertaking) (.क क. य जन एव वक स वभ ग, ब क ह उस, प चम तल, 21 - र ज ल स, नई द ल ) H.O. Planning & Development Department, 5 th Floor, Bank House, 21 Rajendra Place, New Delhi Tel. No: & ; Fax Number: ; ho.pd@psb.org.in Revised Customer Grievance Redressal Policy of the Bank It has been Bank s endeavour to provide excellent Customer Service. A satisfied customer always helps in developing business. In the present scenario of stiff competition in the banking industry, Customer Complaints are part of any entity engaged in service industry. Hence, the need for timely and satisfactory redressal of complaints cannot be over emphasized. To enable the customers to voice their grievances, Bank has put in place a mechanism for redressal of complaints / grievances received from the customers through various channels e.g. Ministry of Finance, RBI, Banking Ombudsman, Branches, Zonal Offices & Website etc., after seeking approval of the Bank s Board vide resolution No dt This policy document aims at laying down the system and procedure for redressing Customers complaints in a given time frame and also for minimizing instances of Customer complaints and grievances. The bank s policy on grievance redressal follows the under noted principles: 1. Customers be treated fairly at all times 2. Complaints raised by customers are dealt with courtesy and on time 3. Customers are fully informed of avenues to escalate their complaints/grievances within the organization and their rights to alternative remedy, if they are not fully satisfied with the response of the bank to their complaints. 4. Bank shall treat all complaints efficiently and fairly as they can damage the bank s reputation and business if handled otherwise. 5. The bank employees must work in good faith and without prejudice to the interests of the customer. In order to make bank s redressal mechanism more meaningful and effective, a structured system has been built up. Such system shall ensure that the redressal sought is just and fair and is permissible within the given frame-work of rules and regulations. The policy document shall be made available at all branches. The concerned employees shall be made aware about the Complaint handling process. 1

2 1.1 Customer complaint arises due to; a. Attitudinal aspects in dealing with customers b. Inadequacy of the functions/arrangements made available to the customers or gaps in standards of services expected and actual services rendered. The different categories of the grievance are related to ATM / Debit Card, Collection of Cheques / Bills, Deposits (SB/CC/FDR etc), DD/MC, Export/Import, Foreign Exchange Fraud, Government Business/Investor/Pension, Loan (all types), Customer Services, Internet Banking/RTGS/NEFT etc. A Customer has a full right to register his / her complaint if he / she is not satisfied with the services provided by the bank. He / She can lodge his / her Complaint to the Branch Manager / Zonal Manager / Nodal officer of Complaints at Head Office in writing / orally / over telephone or through bank s website. If customer s complaint is not resolved within given time (specified in para 4.1 below) or if he she is not satisfied with the solution provided by the bank, he / she can approach Banking Ombudsman with his / her complaint or other legal avenues available for grievance redressal. 2. Internal Machinery to handle Customer complaints/ grievances 2.1 Complaint Registration: A customer should be provided multiple ways to lodge their grievances. These must necessarily include those received through (i) Complaints Registers / Suggestion Boxes at the Branch (ii) Written complaints (iii) Toll Free Telephone numbers / Call Centres (iv) Mobiles (voice and SMS complaints) (v) Online grievances received through websites of banks psbindia.com. (vi) s at grievances@psb.org.in (vii) Grievances received through Centralized Public grievances redress & Monitoring System (CPGRAMS) of Government of India etc. All complaints received from multiple channels should be invariably lodged into a common digital platform in order to have an integrated information system for customer grievances. All Grievances should be classified under various heads and sub-heads for better understanding of the customer expectations. Each Branch should maintain a complaint book / register displayed at a prominent place in the prescribed format. The complaints lodged by customers online are automatically being registered in Central Database. All complaints received from other channels e.g. written complains, , through Telephone, through Centralized Public grievances redress & Monitoring Systems (CPGRAMS) of Government of India etc. are required to be entered into Central database through web-based application (application can be accessed through link provided at Bank s Intranet Site) by BO/ZO/HO where complaint is received The Grievances Cell at HO Inspection Department shall assign the complaint to concerned BO/ZO/HO for resolution depending upon the nature of the complaint. After resolution of complaint, the concerned BO/ZO/HO shall update the status monitor its resolution and finally close the complaint. 2

3 2.2 Review Mechanism:- 2.2.i Customer Service Committee of the Board This sub-committee of the Board shall be chaired by Chairman & Managing Director and in his absence by the Executive Director. The Executive Director and official / non-official director (s) of bank s Board, nominated by the Board from time to time, shall be members of the sub-committee. This sub-committee shall be responsible for formulation of a Comprehensive Deposit Policy incorporating the issues such as the treatment of death of a depositor for operations of his account and the product approval process. The Committee shall also examine any other issues having a bearing on the quality of customer service rendered. This Committee shall also review the functioning of Standing Committee on Customer Service. 2.2.ii Standing Committee on Customer Service The Standing Committee on Customer Service shall be chaired by the Chairman & Managing Director/ Executive Director of the bank. Besides, two GMs, GM (P&D) and GM (Inspection). the committee shall also have two to three Customers of the Bank as members. The committee shall have the following functions. a. Evaluate suggestions on quality of customer service received from various quarters and provide the feedback to Customer Service committee of the Board for necessary policy / procedural action. b. The Committee shall be responsible to ensure that all regulatory instructions regarding customer service are followed by the bank. Towards this, the committee shall obtain necessary feed-back from Zonal Managers / functional heads. c. The committee also shall consider unresolved complaints/grievances referred to it by functional heads responsible for redressal and offer their advice. d. The committee shall submit report on its performance to the customer service committee of the board at quarterly intervals. 2.3 Nodal Officer and other designated officials to handle complaints and grievances Bank shall appoint General Manager (Inspection) as a Nodal Officer for complaints and grievances, who will be responsible for the implementation of customer service and complaint handling for the entire bank. All the Zonal Managers will act as Designated Officers to implement Customer Service guidelines of the Bank issued from time to time and to handle Complaints / Grievances in respect of Branches falling under their jurisdiction. 3. Mandatory display requirements The Zonal Manager shall ensure display of following information at the Branches falling under their jurisdiction: 1. Information with regard to arrangement made for receiving complaints and suggestions. 2. The name, address and contact number of Nodal Officer(s) 3. Contact details of Banking Ombudsman of the area. 4. The detail of Customer day when customers can meet the Branch Manager without prior appointment and date of holding of Branch Level Customer Service Committee meeting. 3

4 4. Resolution of Grievances All the complaints shall be addressed by bank officials only. If redressal is not done as per timelines, then the complaint shall be escalated to the next higher authority. GM (Inspection) is the Nodel Officer for monitoring the implementation of customer service and complaint handling for the entire Bank. Overseeing Executive / official of Customer Service Section at Zonal Offices are handling the complaints received directly from customers of that Zone. Time limit to solve the complaint for General Complaints is 21 days. 4.1 Time frame Complaint shall be seen in the right perspective because they indirectly reveal a weak spot in the working of the bank. Complaint received shall be analyzed from all possible angles. In Standardized Public Grievance Redressal System (SPGRS) automatic complaint registration number is generated. Complaint received on-line the mobile number is required and on registration of complaint message is given by the system to the complainant of having received the complaint along with registration number of complaint. Bank will endeavour to send acknowledgement of / response to complaint within three days from the receipt of complaint. However, after examining the matter, if the Bank feels that the redressal of Complaint may take more time, Bank shall send interim reply to the Complainant with in 60 days explaining why Bank needs more time to respond and shall endeavour to do so within maximum period of six months from the date of receipt of Complaint and shall inform the customer accordingly. 5. Interaction with customers The bank recognizes that customer s expectation/requirement/grievances can be better appreciated through personal interaction with customers by bank s staff. As for the bank the feed back from customers is valuable input for revising its product and services to meet customers expectations. Keeping in view the significance of this aspect, Customer Day shall be observed at all the offices of the Bank across the Organization covering Branches, Zonal Offices and Head Office on 15 th of every month (next working day if 15 th is a holiday or a half day). On this day any customer shall be able to meet Senior / Top Executives of the bank without any prior appointment. In order to encourage a formal channel of communication between the customers and the Bank at branch level, the Branch Level Customer Service Committee Meetings shall be held in the Branches. This Committee shall include the Customers of the Branch in which at least one senior citizen shall also be taken as member as senior citizens are an important constituent of the Bank. These meetings shall be held at least once a month to study complaints / suggestions, cases of delay, difficulties faced / reported by customers / members of the committee and evolve ways & means for improving customer service. The date and time of holding this meeting shall be displayed by the Branches at some prominent place in the Branches. The minutes of these meetings shall be sent by the Branches to the respective Zonal Offices. The Zonal Offices after studying and analyzing these minutes shall send a list of the important points / suggestions emerged from such meetings to Head Office for putting up these points / suggestions in the Standing Committee on Customer Service which shall be held on quarterly basis. The Standing Committee on Customer Service after examining them shall provide feedback to the Customer Service Committee of the Board for necessary policy / procedural action. 4

5 6. Sensitizing operating staff on handling complaints Staff shall be properly trained for handling complaints. We are dealing with people and hence difference of opinion and areas of friction can arise. With an open mind and a smile on the face, we would endeavour to win the customers confidence. It would be the responsibility of the Nodal Officer to ensure that internal machinery for handling complaints/grievances operates smoothly and efficiently at all levels. He shall give feed back on training needs of staff at various levels to HO Personnel Department. (Jagmohan Singh) Deputy General Manager (P&D) 5