Grievance Redressal Policy

w.e.f. November 30, 2023

Corporate Strategy and Planning Department

Corporate Centre

Mumbai

Index

Grievance Redressal Policy-2023

Para

No.

Particulars Page No.

1 Introduction

2 Scope of the Policy

3 Definition of Complaint and Query

4 Grievance Redressal Mechanism

5 Grievance Resolution TAT and Escalation matrix for

Customer complaints

Review Mechanism

7 Mandatory display requirements

8 Interaction with customers

Sensitizing operating staff on handling complaints

Customer Education

Annexure

Harmonisation of Turn around Time (TAT) and customer

compensation for failed transactions using authorised Payment

Systems

Grievance Redressal Policy of IDBI Bank Ltd.

Introduction

In the present scenario of competitive banking, excellence in Customer service is

one of the key aspects for sustained business growth. The timely handling of grievances

and Customer delight is fundamental to the Bank’s mission and its commitment to treat

Customer fairly at all times. This policy document aims at providing prompt and

efficient redressal across Bank’s Customer touch points and minimizing instances of

customer complaints through proper service delivery and review mechanism. The

review mechanism is aimed to identify shortcomings in product / service delivery and

towards enhancement in services across the Bank. The Bank’s policy on grievance

redressal follows the under noted principles:

o All Customers be treated efficiently and fairly at all times;

o Complaints raised by customers are dealt with courtesy and on time;

o Customers are fully informed of avenues to escalate their complaints /

grievances within the Bank and their rights to alternative remedy, if they

are

not satisfied with the response of the Bank to their complaints ;

o The Bank’s employees must work in good faith and without prejudice to

the

interests of the customer;

o Grievance of differently abled customers, pensioners and senior citizens

and

customers who are not literate are dealt on priority.

In order to make the Bank’s redressal mechanism more meaningful and effective,

a structured system needs to be built up towards such end. Such system would ensure

that the redressal is just and fair and is within the given framework and in compliance

with the rules and regulations. The policy document would be made available at all

branches/ business units. All employees of the Bank would be made aware of the

complaint handling process.

Customer complaints arise due to:

Inadequacy of the business and technological processes/ functions/

arrangements made available to the customers or gaps in standards of services

expected and actual services rendered.

Attitudinal aspects in dealing with customers.

The customer has full right to register his complaint if he/ she is not satisfied

with the services provided by the Bank. He/she can lodge complaint over telephone or

in writing through letters/ e-mail/ Bank’s website/ branch/ digital channels. The

customers can track the status of their complaint on the Bank’s website. Also, a link

has been provided to facilitate escalation of complaints to the next higher level in case

Customer is not satisfied with the resolution of the complaint. If the customer’s

complaint is not resolved within given time or if he / she is not satisfied with the

resolution provided by the Bank, which has also been seen by the Internal

Ombudsman (IO), he / she can approach the office of the RBI Ombudsman, RBI or

other statutory / regulatory avenues available for grievance redressal.

Scope of Policy

2.1 The Policy is applicable across all the branches / Customer touch points,

business segments of the Bank and the outsourced agencies of the Bank. The policy is

also applicable to offshore/ overseas branches of the Bank subject to conformity with

applicable guidelines. The Policy is to be read in tandem with changes/ modifications

that may be advised by RBI and/ or any regulator and/ or by the Bank from time to

time. The Bank also has various other Board approved policies in place with regard to

Customer Service, viz.(i) Compensation Policy (ii) Cheque Collection Policy (iii)

Policy on Unauthorised Electronic Banking transactions (iv) Customer Care Policy

(v) Model deposit Policy and (vi) Customer Rights Policy which are available on the

website of the Bank.

2.2. The policy shall be reviewed annually in tune with the regulatory guidelines

issued

from time to time or internal requirements or as and when considered necessary.

Definition of Complaint and Query

Customers may approach the Bank for various reasons which inter-alia include,

enquiry/clarifications regarding the services, process or products of the Bank, request to

avail a service/ product, and to raise a grievance regarding deficiency in service of the

Bank. The Bank has defined Query/ Request and Complaint clearly, so that the

Customer issues can be lodged appropriately and addressed accordingly.

3.1

A Complaint is any Customer dissatisfaction expressed through any of the Bank’s

Channels/modes, with respect to product/services of the Bank/Offered by the Bank,

employee or Outsourced

service provider or related to any of the below mentioned

scenarios, but not limited to

the following:

Delayed processing of requests, claim settlement or non-execution of service

requests after expiry of Turnaround time for such service/ deliverable, as

prescribed by the Bank or Regulatory Bodies.

Complaints related to deficiency in services, technology related complaint.

Customer claiming levy of charges which are not mentioned in the schedule of

charges communicated, without adequate prior notice to the borrower/customer.

Customer complaints related to service issues, employee behavior and activities

outsourced by the Bank.

Non reversal of amount for failed electronic transaction after expiry of

prescribed timelines.

3.2

Any doubt/ enquiry/ clarification/ seeking status/ request processing which is placed

with Bank may be categorized as Query or Request before expiry of Turn Around

Time (TAT) prescribed by the Bank.

Grievance Redressal Mechanism

4.1.

Registration of Complaint (Internal Machinery)

It is the Bank’s endeavour to provide all the Customers with the best

Customer service. However, for any issues faced by the Customers, the Bank has

facilitated various channels through which Customer may lodge their complaint,

such as branch, call centre, letters, Email and digital forms or any other available

modes, the details of which are available at the Bank’s website. All grievances

received through any channel to be lodged into a common platform to have an

integrated monitoring and resolution system for customer grievance where a unique

reference number is generated along with an acknowledgement.

4.1.1 CVM-SPGRS is a module for registering, assigning and resolving customer

grievances within a pre-defined turnaround time. Complaints received from all the

channels to be entered in this module. The software has an inbuilt escalation matrix for

speedy and efficient redressal. CVM-SPGRS also keeps a record of all the registered

grievances along with chronology of events till resolution/rejection of the complaints.

Hence, CVM-SPGRS acts as an E-register for complaints.

4.1.2 All the Verticals / Departments/ Branches/ Units/ Nodal offices are required to

mandatorily register all the complaints/ grievances of the retail or corporate customers

through all modes/channels (e.g. branch walk-in, email, letter/ Banking Ombudsman

etc.) in the module. The Branch and concerned units should ensure prompt and

complete resolution of customers’ grievances. Clear closure remarks with the

attachments of supporting documents if required be provided to avoid escalation of

complaints by Customers and to ensure compliance with RBIs guidelines in terms of

maintaining a centralized record for all complaints.

4.1.3 Facility of complaint tracking by Customer through website is made available for

SPGRS registered complaints.

4.1.4 Registration of Complaints related to digital transaction:

(i)

Keeping in view the growing trend and increased significance of Digital

Banking products (like ATMs, Internet Banking, Mobile Banking, Credit Cards, UPI,

etc.) and newer interfaces of customer engagements, the Bank has introduced

mechanisms for redressal of grievances arising from use of these channels. The

contact details /e-mail address are made available at all branches as well as on the

Bank’s website.

(ii)

Customer should notify the Bank of any Unauthorized Electronic Banking

Transaction immediately for blocking of channels after the occurrence of such

transaction. The Unauthorized Electronic Banking transactions will be governed by

the Bank’s Board approved policy hosted on the Bank’s website as “Unauthorized

Electronic banking Transaction Policy”.

(iii)

For complaints related to failed transactions, the Bank will be abided by the

guidelines issued by RBI from time to time with regard to harmonization and

compensation for failed transactions using authorized payment systems.

4.1.5 The Bank must attentively address the grievance raised by senior citizens and

differently abled persons, striving to resolve these issues to the best of its abilities.

4.2.

Registration of Customer Complaints to Regulators and other Government

portals (External Machinery)

If customer’s complaint is not resolved within the given time or if he/ she is not

satisfied with the resolution provided by the Bank after having been examined by the

IO, he/ she may be provided information about how he/she can escalate his/her

complaint to the next level i.e. to the Office of Reserve Bank of India Ombudsman

(ORBIO) or other regulatory/statutory avenues which are available for grievance

redressal.

4.2.1.

Reserve Bank - Integrated Ombudsman Scheme, 2021

The Integrated Ombudsman Scheme, 2021 is an initiative of the Reserve Bank of

India (RBI) which enables an expeditious and inexpensive forum to customers for

resolution of complaints relating to certain services rendered by Banks/ NBFC/

Payment service operator. In case customers have not received a satisfactory resolution

to their complaint within 30 days of lodging the complaint with the Bank, they can

escalate the matter to the ORBIOs through the Complaint Management System (CMS)

portal available on the RBI website (https://cms.rbi.org.in)/ physical complaint through

post to the designated address: 'Centralised Receipt and Processing Centre', Reserve

Bank of India, 4th Floor, Sector 17, Chandigarh - 160017 in the prescribed format or

through calling on designated toll-free number 14448. As on date, twenty two Banking

Ombudsman have been appointed with their offices located mostly in state capitals. The

Integrated Ombudsman Scheme as well as addresses and contact details of the

Integrated Ombudsman offices are available at the RBI’s website (www.rbi.org.in) and

also updated on the Bank’s website (www.idbibank.in) and displayed at branches. The

Bank has appointed Nodal Officers (NO) at each ORBIO location in order to facilitate

customers who have escalated their complaint to RBI-Integrated Ombudsman.

Nodal officer to ensure internal machinery for handling complaints/ grievances operates

smoothly and efficiently at all levels. The

Nodal Officer operates as a point of

contact between the RBI, the customer and

concerned branch/ department of the

Bank for ensuring prompt resolution of the

complaints.

4.2.2.

Centralized Public Grievance Redress and Monitoring System (CPGRAMS)

The Government of India, Department of Administrative Reforms & Public

Grievances, Ministry of Personnel, Public Grievance & Pension has a web based

mechanism for lodging of complaints / grievances by citizens of India, which includes

the Bank’s customers as well. This is known as PUBLIC GRIEVANCE PORTAL

(www.pgportal.gov.in). Aggrieved customers may lodge their complaint to Government

of India through online Public Grievance Lodging and Monitoring System available on

website (www.pgportal.gov.in).

4.2.3.

Other Regulators

The Bank receives complaints from other regulators which inter alia include

Securities and Exchange Board of India, National Consumer Helpline, Govt. of India,

etc. The complaints received from the concerned authority are handled in line with laid

down process and within the timelines prescribed by the respective regulator.

Grievance Resolution TAT and Escalation matrix for

Customer complaints

5.1.

Complaints received through Internal Machinery:

5.1.1.

Complaints received at the Bank from across channels should be analysed from

all possible angles by doing a root cause analysis. Complaints have to be seen in the

right perspective because they are indicators of an underlying gap/issue in the business

processes and delivery channels. In case of non-resolution within the stipulated time-

frame, the complainant may escalate the complaints to the next authority as per the

prescribed escalation matrix. The complainant may escalate the complaint through the

website or the link that is provided in the SMS triggered to the customer on resolution

of a complaint. The Bank will adopt the following escalation matrix for the resolution

of all complaints. :

S.No.

Level of Complaint Lodgement/

Escalation and Official

Day of lodging /

escalating

complaint

Days Available

for Redressal

First Level: Branch/ Region

Branch Head/ Regional Head

Customer care team,

IIL Inet & MB support team,

Mobile and Inet Product team at

Credit card Product team at HO

Day 1

6 Working Days

Second Level: Zone

Grievance Redressal Officer

(GRO)

GM Credit Card

DGM-Product Head Mobile &

Inet Banking and GM

( DBEPD)

Day 7

4 Working Days

Third Level: Head Office

Principal Nodal Officer (PNO)

Day 11

4 Working Days

5.1.2.

Deputy Zonal Heads at all zones are designated as Grievance Redressal Officers

(GRO). General Manager (CSPD) handling Customer Care at Head office is designated

as Principal Nodal Officer (PNO). However, MD & CEO have the authority to change

the designation as and when required.

5.1.3.

The details of the PNO and GROs are displayed at the Branches and on

the

website of the Bank www.idbibank.in.

5.1.4.

In line with the Internal Ombudsman Scheme 2018, a complaint which is partly

or wholly rejected by the Bank’s Internal Grievance redressal mechanism should be

internally escalated to the Bank’s Internal Ombudsman for review before sending the

reply to complainant.

5.1.5.

In case grievance is not resolved within 30 working days of lodging of

complaint, the Customer can approach office of the RBI Ombudsman (ORBIO) as per

extant guidelines.

5.1.6.

For complaints related to failed transactions

In line with the guidelines issued by RBI from time to time with regard to

Harmonization and compensation for failed transactions using authorized payment

systems, the applicable TAT to be maintained. (As per Annexure)

5.2

Complaints received through External Machinery (Regulators/ Government)

5.2.1.

For complaints received through the Banking Ombudsman: 30 days

5.2.2.

For complaints received through Centralised Public Grievance Redress and

Monitoring System of GoI: 30 days

5.2.3.

For all the complaints received from the regulators (other than Banking

Ombudsman), timelines as mandated by respective regulator.

5.2.4.

All efforts would be made to resolve each complaint received by the Bank

within the timeframe as specified above.

5.3

Internal Ombudsman (IO)

The Bank has appointed an IO, who is an independent authority placed at apex

position in the Bank’s Internal Grievance Redressal Mechanism. All the cases,

wherein the Bank decides to reject the complaint or provides only partial relief to the

complainant would be forwarded by the Principal Nodal Officer (PNO) to IO for

further examination and final decision. All such complaints will be escalated to IO

before conveying the final decision to the complainant within a period of 30 days,

from the receipt of complaint. The advice to the complainant after examination by IO

in such cases would necessarily have a clause that the grievance has also been

examined by the IO and in case the complainant is still not satisfied, he/ she can

appeal further to the office of the Reserve Bank of India Ombudsman (ORBIO), RBI,

whose address shall be provided by the Bank in the reply.

Review Mechanism

6.1.

Standing Committee on Customer Service (SCCS)

Bank has a SCCS in place chaired by the Deputy Managing Director of the Bank and

comprising of senior executives of the Bank. Customer may be invited during these

meetings. The IO of the Bank is a member of the Standing Committee on Customer

Service (SCCS). The Committee would have the following functions:

(i)

Evaluate feedback on quality of customer service received from various

quarters.

(ii)

The Committee would be responsible to ensure that all regulatory instructions

regarding customer service are followed by the Bank. Accordingly, the Committee

would obtain necessary feedback from Zonal/ Regional Managers/ functional heads.

(iii)

The Committee would also take note and issue directions with regards to

complaints / grievances referred to it.

(iv)

The Committee would submit report on its performance to the Customer

Service Committee of the Board at quarterly intervals.

6.2.

Customer Service Committee of the Board (CSCB)

6.2.1.

The Customer Service Committee of the Board shall periodically review major

areas of customer grievances and measures taken to improve customer service. The

Committee will review the annual survey of depositor satisfaction, triennial audit of

services and customer service and protection measures undertaken by the Bank.

6.2.2 The Committee, inter-alia, will exercise oversight on the functioning of the

Internal Ombudsman (IO), who shall furnish periodical reports (at least once in six

months) with regard to complaints referred and outcome there of as also the latter’s

effectiveness.

7. Mandatory display requirements for Grievance Redressal

It is mandatory for the Bank to provide;

7.1

Appropriate arrangement for receiving complaints and suggestions

and

resolution mechanism.

7.2

Prominently display at the branches, the names of the officials who can be

contacted for redressal of complaints, together with their telephone number, complete

address and e-mail address, etc., for proper and timely contact by the customers and for

enhancing the effectiveness of the redressal machinery.

7.3

Contact details of ORBIO of the area

7.4

The Bank’s Toll Free Number(s)

7.5

Any other regulatory requirement as prescribed from time to time.

8. Interaction with customers

The Bank recognizes that customers’ expectations/ requirements/ grievances

can be better appreciated through personal interaction with customers by the Bank’s

staff. The Bank has established Branch Level Customer Service Committees (BLCSC)

as per RBI guidelines, at all its branches. BLCSC encourages communication between

customers and the Bank at the branch level, thereby strengthening the branch service

with the active involvement of cross section of customers.

9. Sensitizing operating staff on handling complaints

Customer Grievances provide valuable feedback on quality of service at

branches and whether the initiatives taken by the Bank in technology and re-

engineering of business processes are having the desired impact on business growth

and improved customer satisfaction. Bank also understands the importance of

sensitizing staff to handle customer transactions/ requests with courtesy, empathy and

promptness. Staff should be properly trained for handling complaints. The Bank deals

with people and hence difference of opinion and areas of friction can arise. With an

open mind and a smile on the face, the bank should be able to win the customer’s

confidence. Imparting soft skills required for handling irate customers will be an

integral part of the staff training programs. While it shall be the endeavour of the Bank

to provide customers with hassle-free and fair treatment, the Bank would expect all

the customers to behave courteously and honestly in their dealings with the Bank.

10. Customer education:

The Bank, shall make continuous efforts to educate its customers including those

covered under financial inclusion to enable them to make informed choices regarding

banking products and also educate them about the grievance redressal mechanism to

express their dissatisfaction, if any.

*******

Annexure

Harmonisation of Turnaround Time (TAT) and customer compensation for failed

transactions using authorised Payment Systems

(w.e.f. October 15, 2019)

Sl.

no.

Description of the incident

Framework for auto-reversal and compensation

Timeline for auto-reversal

Compensation

payable

Automated Teller Machines (ATMs) including Micro-ATMs

Customer’s account debited but

cash not dispensed.

Pro-active reversal (R) of failed

transaction within a maximum

of T + 5 days.

₹ 100/- per day of

delay beyond T + 5

days, to the credit of

the account holder.

Card Transaction

Card to card transfer

Card account debited but the

beneficiary card account not credited.

Transaction to be reversed (R)

latest within T + 1 day, if credit

is not effected to the beneficiary

account.

₹ 100/- per day of

delay beyond T + 1

day.

Point of Sale (PoS) (Card Present)

including Cash at PoS

Account debited but confirmation

not received at merchant location

i.e., charge-slip not generated.

Auto-reversal within T + 5

days.

₹ 100/- per day of

delay beyond T + 5

days.

Card Not Present (CNP) (e-

commerce)

Account debited but confirmation not

received at merchant’s system.

Immediate Payment System (IMPS)

Account debited but the beneficiary

account is not credited.

If unable to credit to

beneficiary account, auto reversal

(R) by the Beneficiary bank latest

on T + 1 day.

₹100/- per day if delay

is beyond T + 1 day.

Unified Payments Interface (UPI)

Account debited but the beneficiary

account is not credited (transfer of

funds).

If unable to credit the

beneficiary account, auto reversal

(R) by the Beneficiary bank latest

on T + 1 day.

₹100/- per day if delay

is beyond T + 1 day.

Account debited but transaction

confirmation not received at

merchant location (payment to

merchant).

Auto-reversal within T + 5

days.

₹100/- per day if delay

is beyond T + 5 days.

Sl.

no.

Description of the incident

Framework for auto-reversal and compensation

Timeline for auto-reversal

Compensation

payable

III

Aadhaar Enabled Payment System (including Aadhaar Pay)

Account debited but transaction

confirmation not received at

merchant location.

Acquirer to initiate “Credit

Adjustment” within T + 5 days.

₹100/- per day if delay

is beyond T + 5 days.

Account debited but beneficiary

account not credited.

Aadhaar Payment Bridge System (APBS)

Delay in crediting beneficiary’s

account.

Beneficiary bank to reverse the

transaction within T + 1 day.

₹100/- per day if delay

is beyond T + 1 day.

National Automated Clearing House (NACH)

Delay in crediting beneficiary’s

account or reversal of amount.

Beneficiary bank to reverse the

uncredited transaction within T

+ 1 day.

₹100/- per day if delay

is beyond T + 1 day.

Account debited despite revocation

of debit mandate with the bank by

the customer.

Customer’s bank will be

responsible for such debit.

Resolution to be completed

within T + 1 day.

Prepaid Payment Instruments (PPIs) – Cards / Wallets

Off-Us transaction

The transaction will ride on UPI, card network, IMPS, etc., as the case may be. The TAT and

compensation rule of respective system shall apply.

On-Us transaction

Beneficiary’s PPI not credited.

PPI debited but transaction

confirmation not received at

merchant location.

Reversal effected in Remitter’s

account within T + 1 day.

₹100/- per day if delay

is beyond T + 1 day.

* T is the day of transaction and refers to the calendar date.