Customer Grivevance Policy

This policy is prepared on the basis of NABARD Circular No. 63/DoS-20/2016 dated 13/07/2016 &  Circular No. 203/IDD/14/2016 dated 25/08/2016.  

Our bank’s Customer Grievance Policy is as under and it is implemented after approval in the Board  of Director’s meeting head on 20-05-2020 

1. INTRODUCTION:-

The customer is the focus of the Bank’s products, services and people. The Valsad District Central Co operative Bank Ltd., believes in consistency in customer service is the most important tool for  sustained business growth. The Bank’s business growth depends entirely on the satisfaction of  customers with what the Bank offers them. A suitable mechanism must therefore exist for receiving  and redressing customer grievances courteously, promptly and satisfactorily. Any mistakes made by  the Bank should be rectified immediately.  

The Bank’s policy on grievance redressal follows the under noted principles:  

1. a) Customers be treated fairly at all times  
2. b) Complaints raised by customers are dealt with courtesy and on time  
3. c) 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. d) Bank will treat all complaints efficiently and fairly as they can damage the Bank’s reputation and  business if handled otherwise.  
5. e) The Bank employees must work in good faith and without prejudice to the interests of the  customer.  

The Grievance Redressal 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 document would be  made available at all branches. The concerned employees should be made aware about the  Complaint handling process.  

2. BACKGROUND:

The Bank realizes that quick and effective handling of complaints as well as prompt corrective &  preventive actions to improve processes are essential to provide excellent customer service to all  segments of customers. Through this Policy, the Bank will ensure that a suitable mechanism exists  for receiving and addressing complaints from its customers / constituents with specific emphasis on  resolving such complaints fairly and expeditiously regardless of sources of the complaints.  

3. SCOPE OF THE POLICY:-

The Policy will cover resolution of all legitimate complaints raised by customers on account of  system intricacies, procedures, gaps in customer service, service charges etc. Redressal machinery is  also applicable to complaints raised on account of credit information of customers. The grievance  redressal mechanism will ensure that the customer issues are resolved expeditiously and effectively.  

4. KEY ELEMENTS OF THE POLICY:

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The Policy Document covers the following aspects:  

1) Internal machinery to handle customer complaints /grievances  

2) Customer Meet at Branches of the Bank  

3) Grievance Redressal Committee on customer service  

4) Mandatory Display of Requirements  

5) Resolution of grievances  

6) Time frame  

4.1 Internal Machinery to handle Customer complaints / grievances: 

At Branch (Level-1) :- 

As customers normally deal with the branches, it is likely that the complaints are lodged at the  branch office. The Branch Manager will thus be responsible for attending to complaints /grievances  in respect of customer service at the branch level. He will be responsible for ensuring the  satisfactory closure of all complaints received at the branches.  

• Acknowledge all formal complaints (including complaints lodged through electronic means) and  work to resolve it within a reasonable period, not exceeding 30 days  

(including the time for escalation and examination of the complaint by the highest ranking internal  official responsible for grievance redressal). The 30 days period will be reckoned after all the  necessary information sought from the customer is received;  

The Branch Head will try to resolve the complaints within specified time frames. As per the Policy,  the complaints received at the Branch level should be resolved within 15 working days.  

Communication of the Bank’s stand on any issue to the customer is a vital requirement, as therefore  if complaints received require some time for examination of issues involved this will be conveyed to  the customer. 

Appointment of Nodal Officer to Handle Complaints and Grievances Customer Grievance Cell (Level 2) 

The Customer Grievance Cell at the Head office will be overseen by the Officer (ADM) who will act as  a Nodal officer.  

Customers are advised to approach the Branch Head for any grievances / complaints in writing. If the  complaint is not resolved at the branch level, the customer may approach the Customer Grievance  Cell at the Head Office of the Bank at “ Sahakar Sadan,Kacheri Road,Valsad.  

Nodal officer will evaluate the feedback/complain received from the customer and refer the matter  to concern Branch/Department/Functional Head for immediate resolution. 

Grievance Redressal Committee– Level 3 

Complainant, if still unsatisfied with the redressal, can refer the complaint to the Grievance redressal  committee at the Head Office. Grievance Redressal Committee comprising of Chief Executive Officer,  Manager (Loan, HO), Manager(ADM), Officer{Legal} i.e. Nodal Officer. The Committee will be  responsible for the implementation of customer service and complaint handling for the entire Bank.  

This Committee has the following functions pertaining to Customer Service:  

• Evaluate feed-back on quality of customer service received from various branches. The committee  would also review comments/feed-back on customer service and implementation of commitments  as per the customer service policy of the Bank. 

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• The committee also would consider unresolved complaints / grievances referred to it by functional  heads responsible for redressal and offer their advice.  

National Bank for Agriculture & Rural Development (NABARD ) 

If the customer is not satisfied with the Bank’s grievance redressal offered by the Grievance  redressal committee , he may approach the National Bank for Agriculture & Rural Development,  Regional Office, NABARD Tower, opp. Municipal Garden, Ahmedabad Gujarat – 380 013  

4.2 Customer Meet at Branches of the Bank:  

A Customer Service Meet headed by the Branch Manager will be convene Quarterly at each branch  for review the quality of customer service at the branch and examines issues requiring special  attention. The Branch level customer meet have been encouraged to include a senior citizen,  Woman, HNI ( High Net-worth Individual ) customer as its member to provide suggestions and voice  out their opinions.  

4.3 Grievance Redressal Committee on Customer Service: 

A Quarterly report of all complaints / grievances received from customers at the branches is placed  before the Grievance Redressal Committee of the Bank for information, consideration and  recommendation to the Board of Directors.  

4.4 Mandatory display requirements:  

It is mandatory for the Bank to provide:  

1. a) The appropriate arrangement for receiving complaints and suggestions / Complaint register and  suggestion box are provided at branches and Bank’s email id.  
2. b) The name, address and contact number of Nodal Officer.  
3. c) Contact details of National Bank for Agriculture & Rural Development  
4. d) Customer Service Policy  

4.5 Resolution of Grievances: 

It is the foremost duty of the Customer Grievance Cell to see that the complaint should be resolved  completely to the customer’s satisfaction and if the customer is not satisfied, then he should be  provided with alternate avenues to escalate the issue.  

4.6 Time Frame: 

Complaint received will be analyzed from all possible angles.