On the recommendation of the Working Group on Customers Service, the Reserve Bank of India has desired that every Urban Co-operative Banks must have a Grievance Redressal Structure and Process to ensure in-house redressal of all grievances of their customers. As desired by Reserve Bank of India, it has been decided by the Bank’s Management to implement a Policy for redressal of grievances of Bank’s Customers/ Members as under :-
- Name, Telephone No. and complete address alongwith e-mail address of the Authorized Official of the bank, who could be contacted for redressal of grievances of customers is to be prominently displayed at all the branches.
- A Complaint Book on the prescribed format shall be kept with the Manager or some other Senior Officer of branch at all the branches. Each set of format shall have three perforated copies. First copy of the set to be kept with branch while second & third copies shall meant for complainant and Head Office respectively.
- All the complaints received from the customers are to be duly acknowledged by the Manager or any other authorized officials of the branch.
- All the Members of the staff , especially the front line staff sitting on the counters are to ensure that no customer has any reason to complaint about the working of the bank. In any case, if a customer has any complaint about the working of the bank the same must be dealt with amicably and instantly by the concern member of the staff as far as possible. For this purpose, concern official and / or Manager of the branch must make all possible efforts to redress the grievance of the respective customer at the first instance itself.
- However, if all the efforts of the branch failed to resolve the matter to the satisfaction of customer and he/she chooses to make a written complaint the same must be entered in the Complaint Book under his/her signatures, second copy of which shall be returned to the complainant duly acknowledged by the Manager or other authorize officer, while the third copy shall be forwarded by the branch to Head Office with detailed comments and also the status of redressal of the complaint . First copy of the complaint shall obviously be retained by the branch for their record.
- All such complaints received by the branch are to be resolved amicably to the satisfaction of the complainant within a maximum period of 15 days under advise to the Head Office.
- The RBI in its inspection report dated 06.12.2013has directed that the H.O. and the branches should maintain a register where the record of the complaints/grievances received and their closure after redressal is entered.
- In case, the branch has not been able to redress the grievance to the satisfaction of the complainant the same must be forwarded to Head Office alongwith entire correspondence exchanged between branch and complainant, details of efforts made by the branch and the area remain unresolved, alongwith their recommendation in the matter. On receipt of unredressed complaints from the branches, the CEO shall initiate necessary action for rederessal of the same.
The CEO may call a Meeting of the complainant and / or officer of the concern branch of the bank, if deems fit. The CEO / Head Office shall ensure that all such complaints are resolved within a maximum period of one month.
- In case, the grievance of the customer / member could not be redressed to his/her satisfaction inspite of all the efforts of branch and the Head Office, the matter to be placed before Board of Directors for their consideration. The Board of Directors shall consider the redressal of grievance and resolve the matter within a period upto the maximum of three months
- All the branches shall display in their premises, the Name and complete office address with Telephone No. of the CEO.