# # #

Disclosure of Complaints and Awards

 
ABC analysis of complaints received during Dec’20 quarter  
 
 

Sl No.

Categories
 

Received during quarters

Received during the quarter

Dec'20

Sept'20

Dec'20

From customer

From MOF/ DPG/RBI/VIPs

Total 

Basket-A

 

 

 

 

 

1

Allegation Misbehavior

56

32

30

2

32

2

Delay in disposal of deceased cases

2

5

2

3

5

3

Delay in handling of Pension related matter

16

10

4

6

10

4

Delay in collection of instruments & fund remittance (DD/IOI/RTGS/NEFT)

76

29

22

7

29

5

Allegation of corruption

53

31

29

2

31

6

Delay in transfer of account from one branch to another branch

1

1

1

0

1

Total of Basket-A

204

108

88

20

108

Basket-B

 

 

     

7

Dispute regarding application/charging of interest (credit & deposit)

15

19

18

1

19

8

Dispute regarding  application of service charges (credit & deposit)

26

23

23

0

23

9

Credit related matters (Sanction, Disbursement, Recovery, etc)

131

139

108

31

139

10

Loss/ Misplacements of Instrument/ security/ Title Deed

0

0

0

0

0

Total of Basket-B

172

181

149

32

181

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

0

0

0

0

0

14

ATM related

2537

1991

1877

114

1991

15

Internet Banking related

402

159

147

12

159

16

Mobile Banking related

70

52

49

3

52

17

Bank’s Employees related

44

21

21

0

21

18

TDS deduction/Issue of form 26AS

10

9

9

0

9

19

Passbook related

6

2

2

0

2

20

AADHAAR linkage

0

0

0

0

0

21

Cheque related

22

7

7

0

7

22

UPI related

318

150

121

29

150

23

AEPS related

200

42

42

0

42

24

Miscellaneous issues

514

496

476

20

496

25

Customer Service Related

62

64

61

3

64

26

Cash Department

0

0

0

0

0

Total of Basket-C

4185

2993

2812

181

2993

Total of all Baskets

4561

3282

3049

233

3282

ABC analysis of complaints received during Sept’20 quarter  
 
 
 

Sl No.

Categories
 

Received during quarters

Received during the quarter

Sept'20

Sept'20

Jun'20

From customer

From MOF/ DPG/RBI/VIPs

Total 

Basket-A

 

 

 

 

 

1

Allegation Misbehavior

56

30

52

4

56

2

Delay in disposal of deceased cases

2

0

2

0

2

3

Delay in handling of Pension related matter

16

23

8

8

16

4

Delay in collection of instruments & fund remittance (DD/IOI/RTGS/NEFT)

76

11

70

6

76

5

Allegation of corruption

53

12

51

2

53

6

Delay in transfer of account from one branch to another branch

1

0

1

0

1

Total of Basket-A

204

86

184

20

204

Basket-B

 

 

     

7

Dispute regarding application/charging of interest (credit & deposit)

15

27

11

4

15

8

Dispute regarding  application of service charges (credit & deposit)

26

12

15

11

26

9

Credit related matters (Sanction, Disbursement, Recovery, etc)

131

72

87

44

131

10

Loss/ Misplacements of Instrument/ security/ Title Deed

0

0

0

0

0

Total of Basket-B

172

111

113

59

172

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

2537

2732

2378

159

2537

15

Internet Banking related

402

174

381

21

402

16

Mobile Banking related

70

56

67

3

70

17

Bank’s Employees related

44

14

44

0

44

18

TDS deduction/Issue of form 26AS

10

0

10

0

10

19

Passbook related

6

0

6

0

6

20

AADHAAR linkage

0

0

0

0

0

21

Cheque related

22

9

22

0

22

22

UPI related

318

158

281

37

318

23

AEPS related

200

-

200

0

-

24

Miscellaneous issues

514

202

425

89

514

25

Customer Service Related

62

71

51

11

62

26

Cash Department

0

0

0

0

0

Total of Basket-C

4185

3531

3865

320

4185

Total of all Baskets

4561

3728

3395

399

4561

ABC analysis of complaints received during June’20 quarter  
 

Sl No.

Categories
 

Received during quarters

Received during the quarter

June'20

Mar'20

Jun'20

From customer

From MOF/ DPG/RBI/VIPs

Total 

Basket-A

 

 

 

 

 

1

Allegation Misbehavior

36

30

25

5

30

2

Delay in disposal of deceased cases

0

0

0

10

10

3

Delay in handling of Pension related matter

35

23

8

15

23

4

Delay in collection of instruments & fund remittance (DD/IOI/RTGS/NEFT)

5

11

11

0

11

5

Allegation of corruption

28

12

4

8

12

6

Delay in transfer of account from one branch to another branch

0

0

0

0

0

Total of Basket-A

104

86

48

38

86

Basket-B

 

 

     

7

Dispute regarding application/charging of interest (credit & deposit)

19

27

21

6

27

8

Dispute regarding  application of service charges (credit & deposit)

10

12

8

4

12

9

Credit related matters (Sanction, Disbursement, Recovery, etc)

132

72

50

22

72

10

Loss/ Misplacements of Instrument/ security/ Title Deed

0

0

0

0

0

Total of Basket-B

161

111

79

32

111

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

4055

2732

2649

83

2732

15

Internet Banking related

110

174

155

19

174

16

Mobile Banking related

47

56

56

0

56

17

Bank’s Employees related

22

14

0

0

0

18

TDS deduction/Issue of form 26AS

1

0

0

0

0

19

Passbook related

0

0

0

0

0

20

AADHAAR linkage

3

0

0

0

0

21

Cheque book related

14

9

9

0

9

22

A/c statement related/Interest certificatenot provided

10

0

0

0

0

23

UPI & AEPS related

160

158

134

24

158

24

Disputed transactions

101

129

57

72

129

25

Miscellaneous issues

198

202

139

63

202

26

Customer Service Related

64

71

69

2

71

27

Core Banking

0

0

0

0

0

28

Cash Department

2

0

0

0

0

Total of Basket-C

4787

3531

3268

263

3531

Total of all Baskets

5052

3728

3395

333

3728

 
ABC Analysis of complaints for Quarter ended March 2020  
 
 

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

 

 
ABC ANALYSIS OF COMPLAINTS RECEIVED DURING December’19 QUARTER  
 

Sl No.

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

 

 
ABC ANALYSIS OF COMPLAINTS RECEIVED DURING SEPTEMBER’19 QUARTER  
 

Sl No.

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

 

 

 
  ABC ANALYSIS OF COMPLAINTS RECEIVED DURING JUNE’19 QUARTER  
 

Quarterly comparative position of complaints received basket-wise during June’19 Qtr

 

Sl No.

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

 

 
DISCLOSURES IN NOTES ON ACCOUNTS AS ON 31-03-2017  
 
 
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
 
DETAILS ABOUT REDRESSAL OF SOME COMPLAINTS RECEIVED DURING THE F.Y 2015-2016  
 

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.
For Hot Listing (Blocking)
ATM/Rupay Cards
(By SMS) 9223815844
For Debit Freeze Account
(By SMS) 8828837411
For Phone Banking Services
(Call) 1800-22-1908
For Balance Enquiry
(By Missed Call) 7039035156 (Toll Free)
All India Toll Free 1800-419-8300