|
Sl No. |
Categories |
Received during quarters |
Received during the quarter |
|||
|
Mar'20 |
||||||
|
Dec'19 |
Mar'20 |
From customer |
From MOF/ DPG/RBI/VIPs |
Total |
||
|
Basket-A |
|
|
|
|
|
|
|
1 |
Allegation Misbehavior |
45 |
36 |
35 |
1 |
36 |
|
2 |
Delay in disposal of deceased cases |
0 |
0 |
0 |
0 |
0 |
|
3 |
Delay in handling of Pension related matter |
10 |
35 |
27 |
8 |
35 |
|
4 |
Delay in collection of instruments & fund remittance (DD/IOI/RTGS/NEFT) |
11 |
5 |
5 |
0 |
5 |
|
5 |
Allegation of corruption |
49 |
28 |
24 |
4 |
28 |
|
6 |
Delay in transfer of account from one branch to another branch |
0 |
0 |
0 |
0 |
0 |
|
Total of Basket-A |
115 |
104 |
91 |
13 |
104 |
|
|
Basket-B |
|
|
||||
|
7 |
Dispute regarding application/charging of interest (credit & deposit) |
14 |
19 |
18 |
1 |
19 |
|
8 |
Dispute regarding application of service charges (credit & deposit) |
22 |
10 |
10 |
0 |
10 |
|
9 |
Credit related matters (Sanction, Disbursement, Recovery, etc) |
104 |
132 |
106 |
26 |
132 |
|
10 |
Loss/ Misplacements of Instrument/ security/ Title Deed |
0 |
0 |
0 |
0 |
0 |
|
Total of Basket-B |
140 |
161 |
134 |
27 |
161 |
|
|
Basket-C |
|
|
||||
|
11 |
Inadequate infrastructure/ sitting arrangement, ambience etc. |
0 |
0 |
0 |
0 |
0 |
|
12 |
Premises related disputes |
0 |
0 |
0 |
0 |
0 |
|
13 |
Delay in issuance of duplicate DD/BC/IOI |
0 |
0 |
0 |
0 |
0 |
|
14 |
ATM related |
4795 |
4055 |
3913 |
142 |
4055 |
|
15 |
Internet Banking related |
144 |
110 |
108 |
2 |
110 |
|
16 |
Mobile Banking related |
34 |
47 |
47 |
0 |
47 |
|
17 |
Bank’s Employees related |
23 |
22 |
21 |
1 |
22 |
|
18 |
TDS deduction/Issue of form 26AS |
44 |
1 |
1 |
0 |
1 |
|
19 |
Passbook related |
2 |
0 |
0 |
0 |
0 |
|
20 |
AADHAAR linkage |
26 |
3 |
3 |
0 |
3 |
|
21 |
Cheque book related |
6 |
14 |
14 |
0 |
14 |
|
22 |
A/c statement related/Interest certificatenot provided |
31 |
10 |
10 |
0 |
10 |
|
23 |
UPI & AEPS related |
109 |
160 |
156 |
4 |
160 |
|
24 |
Disputed transactions |
112 |
101 |
76 |
25 |
101 |
|
25 |
Miscellaneous issues |
151 |
198 |
150 |
48 |
198 |
|
26 |
Customer Service Related |
96 |
64 |
54 |
10 |
64 |
|
27 |
Core Banking |
5 |
0 |
0 |
0 |
0 |
|
28 |
Cash Department |
7 |
2 |
2 |
0 |
2 |
|
Total of Basket-C |
9567 |
4787 |
4555 |
232 |
4787 |
|
|
Total of all Baskets |
9812 |
5052 |
4780 |
272 |
5052 |
|
|
Categories |
Received during quarters |
Received during the quarter |
||||
|
Dec'19 |
||||||
|
Sept'19 |
Dec'19 |
From customer |
From MOF/ DPG/RBI/VIPs |
Total |
||
|
Basket-A |
|
|
|
|
|
|
|
1 |
Allegation Misbehavior |
54 |
45 |
45 |
0 |
45 |
|
2 |
Delay in disposal of deceased cases |
0 |
0 |
0 |
0 |
0 |
|
3 |
Delay in handling of Pension related matter |
14 |
10 |
10 |
0 |
10 |
|
4 |
Delay in collection of instruments & fund remittance (DD/IOI/RTGS/NEFT) |
17 |
11 |
11 |
0 |
11 |
|
5 |
Allegation of corruption |
46 |
49 |
44 |
5 |
49 |
|
6 |
Delay in transfer of account from one branch to another branch |
0 |
0 |
0 |
0 |
0 |
|
Total of Basket-A |
131 |
115 |
110 |
5 |
115 |
|
|
Basket-B |
|
|
||||
|
7 |
Dispute regarding application/charging of interest (credit & deposit) |
11 |
14 |
13 |
1 |
14 |
|
8 |
Dispute regarding application of service charges (credit & deposit) |
6 |
22 |
22 |
0 |
22 |
|
9 |
Credit related matters (Sanction, Disbursement, Recovery, etc) |
97 |
104 |
71 |
33 |
104 |
|
10 |
Loss/ Misplacements of Instrument/ security/ Title Deed |
0 |
0 |
0 |
0 |
0 |
|
Total of Basket-B |
114 |
140 |
106 |
34 |
140 |
|
|
Basket-C |
|
|
||||
|
11 |
Inadequate infrastructure/ sitting arrangement, ambience etc. |
2 |
0 |
2 |
0 |
2 |
|
12 |
Premises related disputes |
0 |
0 |
0 |
0 |
0 |
|
13 |
Delay in issuance of duplicate DD/BC/IOI |
0 |
0 |
0 |
0 |
0 |
|
14 |
ATM related |
8595 |
4795 |
4616 |
179 |
4795 |
|
15 |
Internet Banking related |
147 |
144 |
144 |
0 |
144 |
|
16 |
Mobile Banking related |
18 |
34 |
34 |
0 |
34 |
|
17 |
Bank’s Employees related |
9 |
23 |
23 |
0 |
23 |
|
18 |
TDS deduction/Issue of form 26AS |
32 |
44 |
44 |
0 |
44 |
|
19 |
Passbook related |
17 |
2 |
2 |
0 |
2 |
|
20 |
AADHAAR linkage |
7 |
26 |
26 |
0 |
26 |
|
21 |
Cheque book related |
24 |
6 |
6 |
0 |
6 |
|
22 |
A/c statement related/Interest certificate not provided |
18 |
31 |
31 |
0 |
31 |
|
23 |
UPI & AEPS related |
178 |
109 |
109 |
0 |
109 |
|
24 |
Disputed transactions |
103 |
112 |
78 |
34 |
112 |
|
25 |
Miscellaneous issues |
248 |
151 |
113 |
38 |
151 |
|
26 |
Customer Service Related |
128 |
96 |
93 |
3 |
96 |
|
27 |
Core Banking |
15 |
5 |
5 |
0 |
5 |
|
28 |
Cash Department |
26 |
7 |
7 |
0 |
7 |
|
Total of Basket-C |
9567 |
5585 |
5331 |
254 |
5585 |
|
|
Total of all Baskets |
9812 |
5840 |
5547 |
293 |
5840 |
|
|
Categories |
Received during quarters |
Received during the quarter |
||||
|
Sept'19 |
||||||
|
Jun'19 |
Sep'19 |
From customer |
From MOF/ DPG/RBI/VIPs |
Total |
||
|
Basket-A |
|
|
|
|
|
|
|
1 |
Allegation Misbehavior |
51 |
54 |
54 |
0 |
54 |
|
2 |
Delay in disposal of deceased cases |
0 |
0 |
0 |
0 |
0 |
|
3 |
Delay in handling of Pension related matter |
18 |
14 |
13 |
1 |
14 |
|
4 |
Delay in collection of instruments & fund remittance (DD/IOI/RTGS/NEFT) |
12 |
17 |
17 |
0 |
17 |
|
5 |
Allegation of corruption |
43 |
46 |
37 |
9 |
46 |
|
6 |
Delay in transfer of account from one branch to another branch |
0 |
0 |
0 |
0 |
0 |
|
Total of Basket-A |
124 |
131 |
121 |
10 |
131 |
|
|
Basket-B |
|
|
||||
|
7 |
Dispute regarding application/charging of interest (credit & deposit) |
18 |
11 |
8 |
3 |
11 |
|
8 |
Dispute regarding application of service charges (credit & deposit) |
9 |
6 |
5 |
1 |
6 |
|
9 |
Credit related matters (Sanction, Disbursement, Recovery, etc) |
115 |
97 |
56 |
41 |
97 |
|
10 |
Loss/ Misplacements of Instrument/ security/ Title Deed |
0 |
0 |
0 |
0 |
0 |
|
Total of Basket-B |
142 |
114 |
69 |
45 |
114 |
|
|
Basket-C |
|
|
||||
|
11 |
Inadequate infrastructure/ sitting arrangement, ambience etc. |
1 |
2 |
2 |
0 |
2 |
|
12 |
Premises related disputes |
0 |
0 |
0 |
0 |
0 |
|
13 |
Delay in issuance of duplicate DD/BC/IOI |
0 |
0 |
0 |
0 |
0 |
|
14 |
ATM related |
618 |
8595 |
8494 |
101 |
8595 |
|
15 |
Internet Banking related |
97 |
147 |
144 |
3 |
147 |
|
16 |
Mobile Banking related |
12 |
18 |
18 |
0 |
18 |
|
17 |
Bank’s Employees related |
5 |
9 |
9 |
0 |
9 |
|
18 |
TDS deduction / Issue of form 26AS |
49 |
32 |
32 |
0 |
32 |
|
19 |
Passbook related |
23 |
17 |
17 |
0 |
17 |
|
20 |
AADHAAR linkage |
8 |
7 |
7 |
0 |
7 |
|
21 |
Cheque book related |
19 |
24 |
24 |
0 |
24 |
|
22 |
A/c statement related |
11 |
18 |
18 |
0 |
18 |
|
23 |
UPI & AEPS related |
103 |
178 |
178 |
0 |
178 |
|
24 |
Disputed transactions |
86 |
103 |
54 |
49 |
103 |
|
25 |
Miscellaneous issues |
122 |
248 |
233 |
15 |
248 |
|
26 |
Customer Service Related |
109 |
128 |
115 |
13 |
128 |
|
27 |
Core Banking |
27 |
15 |
15 |
0 |
15 |
|
28 |
Cash Department |
31 |
26 |
26 |
0 |
26 |
|
Total of Basket-C |
1321 |
9567 |
9386 |
181 |
9567 |
|
|
Total of all Baskets |
1587 |
9812 |
9564 |
236 |
9812 |
|
Quarterly comparative position of complaints received basket-wise during June’19 Qtr
|
Categories |
Received during quarters |
Received during the quarter |
||||
|
June'19 |
||||||
|
Mar'19 |
Jun'19 |
From customer |
From MOF/ DPG/RBI/VIPs |
Total |
||
|
Basket-A |
|
|
|
|
|
|
|
1 |
Allegation Misbehavior |
73 |
51 |
51 |
0 |
51 |
|
2 |
Delay in disposal of deceased cases |
0 |
0 |
0 |
0 |
0 |
|
3 |
Delay in handling of Pension related matter |
16 |
18 |
16 |
2 |
18 |
|
4 |
Delay in collection of instruments & fund remittance (DD/IOI/RTGS/NEFT) |
27 |
12 |
12 |
0 |
12 |
|
5 |
Allegation of corruption |
36 |
43 |
32 |
11 |
43 |
|
6 |
Delay in transfer of account from one branch to another branch |
0 |
0 |
0 |
0 |
0 |
|
Total of Basket-A |
152 |
124 |
111 |
13 |
124 |
|
|
Basket-B |
|
|
||||
|
7 |
Dispute regarding application/charging of interest (credit & deposit) |
25 |
18 |
16 |
2 |
18 |
|
8 |
Dispute regarding application of service charges (credit & deposit) |
12 |
9 |
8 |
1 |
9 |
|
9 |
Credit related matters (Sanction, Disbursement, Recovery, etc) |
126 |
115 |
77 |
38 |
115 |
|
10 |
Loss/ Misplacements of Instrument/ security/ Title Deed |
0 |
0 |
0 |
0 |
0 |
|
Total of Basket-B |
163 |
142 |
101 |
41 |
142 |
|
|
Basket-C |
|
|
||||
|
11 |
Inadequate infrastructure/ sitting arrangement, ambience etc. |
2 |
1 |
1 |
0 |
1 |
|
12 |
Premises related disputes |
0 |
0 |
0 |
0 |
0 |
|
13 |
Delay in issuance of duplicate DD/BC/IOI |
0 |
0 |
0 |
0 |
0 |
|
14 |
ATM related |
378 |
618 |
542 |
76 |
618 |
|
15 |
Internet Banking related |
127 |
97 |
91 |
6 |
97 |
|
16 |
Mobile Banking related |
29 |
12 |
12 |
0 |
12 |
|
17 |
Bank’s Employees related |
11 |
5 |
5 |
0 |
5 |
|
18 |
TDS deduction / Issue of form 26AS |
1 |
49 |
49 |
0 |
49 |
|
19 |
Passbook related |
33 |
23 |
23 |
0 |
23 |
|
20 |
AADHAAR linkage |
16 |
8 |
8 |
0 |
8 |
|
21 |
Cheque book related |
12 |
19 |
19 |
0 |
19 |
|
22 |
A/c statement related |
5 |
11 |
11 |
0 |
11 |
|
23 |
UPI & AEPS related |
- |
103 |
103 |
0 |
103 |
|
24 |
Disputed transactions |
41 |
86 |
34 |
52 |
86 |
|
25 |
Miscellaneous issues |
647 |
122 |
122 |
0 |
122 |
|
26 |
Customer Service Related |
112 |
109 |
89 |
20 |
109 |
|
27 |
Core Banking |
44 |
27 |
27 |
0 |
27 |
|
28 |
Cash Department |
23 |
31 |
31 |
0 |
31 |
|
Total of Basket-C |
1481 |
1321 |
1167 |
154 |
1321 |
|
|
Total of all Baskets |
1796 |
1587 |
1379 |
208 |
1587 |
|
| Customer Complaints | 2016-17 |
|---|---|
| No. of Complaints pending at the beginning of the year | 102 |
| No. of Complaints received during the year | 4437 |
| No. of Complaints redressed during the year | 4453 |
| No. of Complaints pending at the end of the year | 86 |
| Less than 30 days | 86 |
| More than 30 days less than 60 days | NIL |
| More than 60 days less than 90 days | NIL |
| More than 90 days less than 180 days | NIL |
| More than 180 days | NIL |
| Awards passed by the Banking Ombudsman | 2016-17 |
|---|---|
| No. of unimplemented Awards at the beginning of the year | 1 |
| No. of Awards passed by Banking Ombudsman during the year | NIL |
| No. of Awards implemented during the year | NIL |
| no. of unimplemented Awards pending at the end of the year | 1# |
| ANALYSIS OF COMPLAINTS | |
| NATURE WISE DETAILS OF COMPLAINT RECEIVED DURING THE YEAR 2016-2017 | |
| Collection of cheques | 144 |
| Refusal/Non sanction of loans/other loan/ Bank guarantee | 591 |
| Complaint against staff | 169 |
| Customer Service related complaints | 356 |
| Discrepancy in Interest calculation/commission & other charges | 488 |
| Delay in remittances/transfer of funds | 44 |
| Delay in completion of passbook/ statement of accounts | 57 |
| Delay in payment of FDRs & Drafts | 178 |
| Discrepancies in Accounts | 58 |
| Delay in settlement of claim cases | 133 |
| Non compliance of Customer instructions | 70 |
| Delay in credit of pension | 110 |
| Complaints of ATM A.) ATM Cards ( non delivery / late delivery/ transactions related/ lost/ hot list | 412 |
| B) ATM Machine | |
| Miscellaneous, which are not covered in Sl. 1 to 13 | 1627 |
| Total | 4437 |
1) BO- Sector 22, Chandigarh, Complaint of Sh. Hari Singh that Bank deducted locker rent for Rs. 8224/- from his savings account, which was maintained jointly with his son.
Bank has credited back the locker charged debited in the account of Sh. Hari Singh and recovered the same from his son and complaint has been resolved.
2) BO- Jhill, Patiala, Complaint of Smt. Archana that ECS of Rs. 11672/- was debited from her savings account, which did not pertains to her.
Bank has credited an amount of Rs. 12486/- with interest in the savings account of the customer and complaint has been resolved.
3) BO- Rara Sahib, Complaint of Sh. Kulwinder Singh that bank has not paid the interest for delayed payment of pension @ of 8%.
Bank has made the payment of interest for delayed payment of pension @ of 8% amounting for Rs. 39707/- in the complainant's account and complaint has been resolved.
4) BO- Sector 6, Dawarka, complaint of Sh. Kuldip Singh Katyal that bank has not paid 1% additional interest on FDR for staff.
Bank has credited 1% additional interest on FDR for staff in the complainant's account and complaint has been resolved.
5) BO – Modi Nagar, Complaint of Smt. Kavita Gupta that Bank has charged excess interest on term loan.
Bank has credited excess interest charged of Rs. 17758.18/- in the loan account of the complainant and complaint has been resolved.
6) BO- Court Road, Amritsar, Complaint of Sh. Jatinder Singh that bank has neither paid revised pension nor arrear.
Bank has revised the pension and paid errear for Rs. 104843/- in the pensionor's account and complaint has been resolve.
7) BO – Shahgarh, Complaint of Sh. Balhara Singh ( power of Attorny of Sh. Gurnek Singh Sahota) the Bank has neither transferred the FDR of father ( deceased) of Sh. Gurnek Singh Sahota nor made the payment of FDR.
Bank has paid the FDR proceedings in the savings account of account holder.
8) BO- Silchar, Complaint of Sh. Uttam Kumar Gope that Bank has not sanctioned education loan for Rs. 3,37,300/-.
Bank explained the terms and condition for education loan and on compliance of bank's terms and conditions bank sanctioned education loan to the complainant.
9) BO- Shakti Nagar, Jaipur, Complaint of Smt. Rani Devi that she has tried to withdraw an amount of Rs. 2500/- from ATM of Yes Bank, but cash was not dispensed from the machine.
Bank has credited the above said amount in the customer's savings account.
10) BO- Sector 5, Gurgaon, Complaint of Shri Arun Yadav that he has tried to withdraw an amount of Rs. 2000/- from ATM of IDBI, Bank, but cash was not dispensed from the machine.
Bank has credited the above said amount in the customer's savings account.
| Award Passed | Amount of invoked BG be credited to the loan account of RICCO |
| Present status | Bank has filed suit before Rajasthan High Court, Jaipur. |
