REDRESSAL OF COMPLAINTS/GRIEVANCES
"Customer day" is observed at all the offices of the Bank across the Organisation covering branches, Zonal Offices and Head Office on 15th of every month (next day, if 15th is a holiday or a half day). On this day any customer can meet Senior/Top Executives of the Bank, including Chairman & Managing Director without prior appointment.
In case of any complaint, the matter may first be brought to the notice of concerned Branch Manager for immediate redressal. If the complaint is not redressed to the satisfaction of the customer, the matter may be taken up with the Zonal Manager.
If the complainant still feels unsatisfied with the response received, he can address his complaint to bank's Nodal Officer designated to deal with Customers' Complaints/ Grievances giving full details of the case.
After exhausting all the above machinery/channels, if the customer is still not satisfied, he may write to Chairman & Managing Director of the Bank.
If still not satisfied, he is free to take recourse to the followings:
- Office of the Banking Ombudsman located in State Capitals under RBI Ombudsman Scheme, 2006.
- Directorate of Public Grievances, Govt. of India, Cabinet Secretariat, Sansad Marg, New Delhi.
- Distt. Consumer Forum, under Consumer Protection Act, 1985,
REDRESSAL OF GRIEVANCES OF CUSTOMERS
In case of complaints related to Corruption/Bribe etc. same can be sent to
Head Office Vigilance Department,
21 Rajendra Place, Bank House,
3rd Floor,
New Delhi-110008.
Contact Nos. 011-25737321 & 011-25818411.
1.Committee on Procedures and performances on Bank Audit (CPPAPS)
An adhoc committee on procedures and performances audit on customer services has been constituted in our bank, which is chaired by Executive Director, three General Managers and also include non officials from customers as its members to enable an independent feedback on the quality of customer service rendered by the bank
The adhoc committee has been entrusted not only the task of ensuing timely and effective implementation of the RBI instructions, but also that it receives the necessary feedback to determine that the instructions. Further it is reviewing the practice and procedures prevalent in the bank and takes necessary corrective action, on an ongoing basis.
2.Customer Service committee of the Board
This is apex committee of the bank overlooking all the aspects of customers service and is also reviewing the performances of the adhoc committee of the Bank on customer service. This Committee is also reviewing the performances of the implementation of the awards of the Ombudsman.
Banking Ombudsman Scheme
To enable resolution of complaints relating to deficiency in Banking Services you can also approach the Ombudsman of your Region. Salient features of the scheme are as follows:
(i) A complaint on any of the following grounds alleging deficiency in banking service may be filed with banking ombudsman having the jurisdiction:
(a) Non Payment /inordinate delay in the payment of collection of cheques, bills, drafts etc.
(b) Non- acceptance, without sufficient cause of small denomination notes tendered for any purpose and charging of commission in respect thereof.
(c) Non issue of drafts to customers and others.
(d) Non adherence to prescribed working hours by branches.
(e) Failure to honor guarantee/letter of credit /commitments by bank.
(f) Claims in respect of unauthorized or fraudulent withdrawals from deposit accounts, or fraudulent of a cheque or a bank draft etc.
(g) Complaints pertaining to the operation in any savings, current or any other account maintained with RBI directives, if any applicable to rate of interest on deposits.
(h) Complaints from exporters in India such as delays in receipt of export proceeds, handling of export collection of bills, etc., provided the said complaints pertain to the bank's operations on India.
(i)Complaints from Non-resident Indians having accounts in India in relation to their remittances from deposits and other bank related matters.
(j) Complaints pertaining to refusal to open deposit accounts without any valid reason for refusal
(k) and any other relating to the violation of the directives issued by the Reserve Bank of India in relation to Service.
(2) Complaints concerning loans and advances only in so far as they relate to the following may also be the banking Ombudsman having the jurisdiction.
(a) Non- observance of Reserve Bank Of India directives on interest rates;
(b) Delays in sanction /disbursement or non observance of prescribed time schedule for disposal of loan applications.
(c) Non acceptance of application for loans without furnishing valid reasons to the applications, and
(d) Non observance of any other directions or instructions of Reserve Bank as may be specified by the Bank for this purpose from time to time.
(3) The Banking Ombudsman may also deal with any such other matter as may be specified by the Bank from time to time in this behalf.
SCHEDULE - I
In case any clarification is required on matters relating to customer service as given in Citizens’ Charter and for all complaint against working of branches, please contact the following :-
-
For all complaints against working of Branches:
-
General Manager (Inspection)
Punjab & Sind Bank, Bank House, 21 Rajendra Place,
New Delhi - 110 008. Phone : 25726939 -
Deputy General Manager (Inspection)
Punjab & Sind Bank, H.O. Inspection Department,
2239, Gurdwara Road, Karol Bagh,
New Delhi -110005. Phone : 25769911 -
The Zonal Manager of Concerned Branch,
The address of the Zonal Offices is given in schedule - II
-
-
For Staff Matters:
-
General Manager (Personnel)
Punjab & Sind Bank, Bank House, 21 Rajendra Place,
New Delhi - 110008. Phone : 25817353
-
-
For all Advances & Export Credit :
-
General Manager (Advances),
Punjab & Sind Bank, Bank House , 21 Rajendra Place ,
New Delhi - 110008, Phone : 25783589
-
-
Other Official who can be contacted :
-
Deputy General Manager (Planning & Development)
Punjab & Sind Bank, Bank House, 21 Rajendra Place,
New Delhi-110008. Phone : 25765886
-
-
Chief Host :
-
The Customer Service Division,
Punjab & Sind Bank, Bank House, 21 Rajendra Place,
New Delhi - 110008. Phone : 25719254
-
SCHEDULE
- II
NAME & ADDRESS of BANKING OMBUDSMAN AND AREA of OPERATION
|
Centre |
Contact details
of the Office of |
Area of Operation |
|
Ahmedabad |
Shri P.K.Brahma |
Gujarat, Union Territories of Dadra and Nagar Haveli, Daman and Diu |
|
Bangalore |
Shri. K.R.Ananda |
Karnataka |
|
Bhopal |
Shri B.P.Kanungo |
Madhya Pradesh and Chattisgarh |
|
Bhubaneswar |
Shri P.K.Jena |
Orissa |
|
Chandigarh |
Smt. Balbir Kaur |
Himachal Pradesh, Punjab and Union Territory of Chandigarh |
|
Chennai |
Shri
S.Gopalakrishnan |
Tamil Nadu, Union Territories of Pondicherry and Andaman and Nicobar Islands |
|
Guwahati |
Shri P.K.Datta |
Assam, Arunachal
Pradesh, Manipur, Meghalaya, Mizoram, Nagaland and Tripura |
|
Hyderabad |
Dr. (Smt.) Deepali
Pant Joshi |
Andhra Pradesh |
|
Jaipur |
Shri Rajendra Singh |
Rajasthan |
|
Kanpur |
Shri B.K.Bhoi |
Uttar Pradesh (excluding District of Ghaziabad) and Uttaranchal |
|
Kolkata |
Shri P.K.Sarkar |
West Bengal and Sikkim |
|
Mumbai |
Shri N.Sadasivan |
Maharashtra and Goa |
|
New Delhi |
Shri H Kulshreshtha |
Delhi, Haryana,
Jammu and Kashmir and Ghaziabad district of Uttar Pradesh |
|
Patna |
Shri C C Mitra |
Bihar and Jharkhand |
|
Thiruvananthapuram |
Shri V.Krishnamurthy |
Kerala and Union Territory of Lakshadweep |
SCHEDULE
- III
ADDRESS OF ZONAL OFFICES
|
Zonal Office,
Amritsar Zonal Office,
Bareilly Zonal Office,
Bhopal Zonal Office,
Bathinda Zonal Office,
Kolkata |
Zonal
Office, Chennai Zonal
Office, Chandigarh I Zonal
Office, Chandigarh II Zonal
Office, New Delhi Zonal
Office,Faridkot Zonal
Office, Gurdaspur |
Zonal Office ,Guwahati Zonal office ,
Haryana, Zonal office ,
Jalandhar Zonal office ,
Jaipur Zonal Office ,
Lucknow |
Zonal Office,
Ludhiana Zonal Office
,Mumbai Zonal Office, Dehradun Zonal Office ,Patiala Zonal Office, Hoshiarpur |