|
|
||||
|
Customer Complaint Analysis: 2009-10 |
||||
|
a. |
||||
|
No. of complaints pending at the beginning of the year |
42 |
|||
|
Number of complaints received
from 01-04-2009 to 30-09-2009 |
1626 |
|||
|
Number of complaints disposed from 01-04-2009 to 30-09-2009 |
1607 |
|||
|
Number of complaints pending as on 30-09-2009 |
61 |
|||
|
|
||||
|
b. |
||||
|
Sl.No. |
Cause |
Complaints received during
the quarter |
||
|
01-04-2009 to 30-09-2009 |
||||
|
1 |
Loans & Advances related. |
35 |
||
|
2 |
Deficiency in customer service |
25 |
||
|
3 |
Systems & Procedures |
11 |
||
|
4 |
Staff behaviour |
15 |
||
|
5 |
Collection of instruments OBC / BPC / Clearing etc. |
09 |
||
|
6 |
NRI Accounts / Service |
01 |
||
|
7 |
Alleged bribery |
|
||
|
8 |
Recovery related |
|
||
|
9 |
Alleged Fraud |
|
||
|
10 |
ATM related |
1496 |
||
|
11 |
Miscellaneous |
34 |
||
|
Total |
1626 |
|||
|
|
||||
|
c. |
||||
|
The time taken for disposal of complaints was as under: |
||||
|
Sl.No. |
Period |
No. of complaints disposed as
on 30-09-2009 |
||
|
1 |
1-15 days |
1507 |
||
|
2 |
16-30 days |
41 |
||
|
3 |
31-90 days |
36 |
||
|
4 |
Beyond 91 days |
23 |
||
|
Total |
1607 |
|||
|
||||