WORKFLOW OF THE GRIEVANCE REDRESSAL SYSTEM IN HR

SITE OF SBITIMES
STAFF MEMBER

FIRST LOGS IN WITH HIS/HER PF INDEX AND DOB

USES CHANGE PASSWORD OPTION AND CHANGES PASSWORD

LOGS IN AGAIN

STAFF MEMBER GETS THE FOLLOWING OPTIONS

LOG OUT
YOU

FEEDBACK & SUGGESTIONS TRANSFER

BANKS REPLIES TO

GRIEVANCES
FEED BACK & SUGGESTIONS:
-Enables staff member to submit his/her feedback and suggestions only in
respect of the GRS for necessary action .
-List of feedback/suggestions so received will be put up to DGM in charge of
GRS identified at CC along with recommended action on a weekly basis
-Wherever necessary, replies will be posted to the
feedback/suggestions.
TRANSFER:
-Though the site does not envisage resolution of transfer related grievance,
staff member has an option of putting through his/ her request on the site.
-The request so received will be merely forwarded to the respective
controllers by way of an email.

GRIEVANCE DETAILS:
-Staff member has to fill in the following mandatory details:
-Reference of the original request. If there is no formal letter, the staff
member can mention the subject matter.
DATE of the original request (The system will compare the date of
the original request with the date grievance being submitted. If the
gap is very little, system will ask the staff member to wait for some
days before submitting the grievance)
CATEGORY OF REQUEST (Drop down Menu will allow staff member
to choose from Bills, Permission, Approval, Scholarship, Leave, Fitment,
Increment/Arrears, Sanction of Housing Loan, Sanction of other loan,
others).
-Staff member provides a brief but complete write up on the
nature of grievance. -Option to upload any supporting document
is also available.
-Screen will also indicate the authority which will attend to/ redress the
complaint.
SUBMIT GRIEVANCE
-System will note the grievance and allot it a unique reference No.

-It will also send an email to the staff member acknowledging receipt of the
grievance and to the first stage controllers advising them of the lodgement
of complaint.
-Controllers to diligently monitor their email as well as log on to the site (on a
daily basis) to peruse complaints if any pertaining to their area of control.
-They should arrange to resolve the matter at the earliest.
- Reply to the staff members grievance should be posted on the site.
-If the matter is unable to be resolved because of some deficiency in the
original request of the staff member, this can be indicated in the column for
replies.

BANK REPLIES TO YOU

-This menu enables staff member to view the reply received to
his/her grievance. -System will ask the staff member whether he/she
is satisfied with the reply.
-If the staff member says Yes,the matter will be closed.
-If the staff member says No, he/she will give supporting reasons for the same.
-In such cases, the redressal authority will be one step higher (usually 2 nd stage
authority). emails will be sent to both the 1 st stage authority and the 2nd stage
authority. In respect of branches under Region, it will go to the AGM (Region) & DGM
(B&O)
-However, the reply to the grievance of the staff member will be given by the 2 nd
stage authority (next higher authority to the one who has posted the first reply)

after which it will be treated as dealt with.

CONTROLLING
EMAIL ID
AUTHORITY

OFFICIAL LOGS IN WITH HIS OFFICIAL

CHANGES PASSWORD AND LOGS IN AGAIN WITH REVISED

PASSWORD

SCREEN SHOWS FOLLOWING

OPTIONS:

Master Maintenance

Grievance

Reports
Logout

Change Password

MASTER MAINTENANCE This Menu is available only to the Central

Administrator.
GRIEVANCE
POST YOUR REPLY
ISSUES

Here the Controlling Authority

will submit replies to the
grievance submitted after it is
resolved.

TRANSFER RELATED

To be noted by the Controlling

Authority and dealt with as per
administrative exigencies

In case it cannot be resolved due to

deficiency on the part of the staff
member, the same should be detailed
in the column for reply.
REPORTS Allows the Controllers to view various reports on the number of
complaints, and category of complaints. This can be tabulated, Branch-wise,
Region-wise, AO-wise, Network-wise, Circle-wise and Category-wise.
CHANGE PASSWORD LOGOUT

- As explicit

CONTROLLERS NEED TO LOG ON TO THE SITE AS WELL AS PERUSE

THEIR EMAIL IDs ON A DAILY BASIS. (MIS on the login details of
controllers will be generated to ensure this) Wherever requests for addition

of branch/official is required to be submitted, controller not

below the rank of AGM will send an email to the above site from his/hers
official email id. The same will be taken care of at CC, the needful done and
acknowledged. All requests to Corporate Centre will be advised on a
dedicated email viz employee.grievances@sbt.co.in.