Analysis of Customer Complaints for the Financial year 2010- 11

The position of customer complaints received by the Bank during the year is as under Sr No a. b. c. d. Particulars No. of complaints pending at the beginning of the year (pending as at 31.3.2010) No. of complaints received during the year No. of complaints redressed during the year No. of complaints pending at the end of the year (including those received on 31st Mar'2011) 2010- 2011 294 3384 3543 135

1. Escalated complaint include cases escalated to RBI, Banking Ombudsman (BO), CEO & Head of Consumer Bank (HOCB) 2. All other complaints are a part of the Non Escalated complaints for the year 3. Following and the inclusions and exclusions to the complaints reported: Inclusions: All cases where Bank error has been identified Exclusions All cases resolved within 1 day of receiving the complaint All cases where no Bank error has been identified

Analysis/ Category wise breakup of complaints received in the Bank during the year 2010-11
Sr No 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 Complaint Category Process & Reliability-Operational Errors Product Programme Design-Product Availability/Access Third Party Complaints-Chargeback-Incorrect Billing Staff Service Quality-Promptness & Follow Up Third Party Complaints-Chargeback-Duplicate debits Process & Reliability-Process & reliability complaints Others Channel Functionality-Incorrect information-Ibanking,IVR,ATM Process & Reliability-Process & reliability complaints-Others Process & Reliability-Delay/Errors in repayment processing Process & Reliability-Card Swipe Reject/ Authorisation reject Channel Functionality-Not user friendly Inappropriate Sales-Systemic Issues Process & Reliability-Delay in cancellation/ zeroisation /refund Inappropriate Sales-Disciplinary issues-Factually incorrect or incomplete information Process & Reliability-Onboarding Process-Application status, approval process Channel Functionality-Non execution of request placed Third Party Complaints-Internet Disputes Pricing-Inappropriate Pricing Other Complaint Categories Total 565 319 315 260 214 200 155 101 87 87 84 58 58 48 48 46 42 39 658

Grand Total
Sr No 1

3384

Broad Complaint Category Process & Reliability-Operational Errors

Sub Complaint Category System failure/Errors-CCMS/Ultra/Ecards/any other application Delay/Error in processing at GSSC Account Opening.c.Incorrect data input while opening account Others.a.Payments related Delay in processing customer instructions. Clearing.e.Disputing Cheque debited to account/Disputing amount Secured.CLPU-Account closure/Address change not actioned Secured.CLPU-Non conversion of Interest Rate despite request KYC related.a.KYC Documents submitted not updated on System Clearing.a.Local cheque not credited/Delay in credit Account Opening.e.Signature not/Wrongly captured Secured.Credit-Miscellaneous complaints Incorrect/Missing points or information reflecting on statement/System Cheque Book.b.Incorrect cheque book issued NetBanking.f.Banking account not linked/Visible Clearing.d.Inward Clearing Cheque return disputed Account Opening.a.Account not opened/Delay in Account Opening Clearing.g.ECS related complaints Static Data error Errors-Name embossing/wrong product/wrong linking Secured.CLPU-Discrepant NOC received/NOC not received Secured.Credit-Odd day interest charged to customer TDS Related.c.TDS Certificate errors Clearing.c.Outstation and Foreign currency cheques not credited/Delay in credit Autodebit/ECS requests not incorporated Deposit.d.Incorrect Value date Clearing.j.Outward Clearing cheque presented incorrectly Secured.IS-Local cheque not credited/Delay in credit Secured.CLPU-ECS not being lodged in records/Delay in updating ECS Secured.CLPU-Monthly statement incorrect/incomplete Secured.CLPU-Interest certificate/Balance Certificate/Provisional Certificate not received Drafts-DAL/BT not received

Total 226 58 51 28 21 14 14 13 12 11 10 10 8 7 7 5 5 5 5 5 5 4 3 3 3 3 3 3 2 2 2 2

Customer instructions not adhered to correctly Deposit.e.Incorrect data input while opening FD account Deposit.k.FD closure Deposit.l.FD Payorder Not recd Customer Communication.f.EStatement-unable to view/Open attachment Incorrect data input while opening account Cash not credited/cash dropped in box missing Local cheque not credited/Delay in credit Deposit.g.Form 15 G submitted but TDS deducted Secured.Logistics-Pickup not done/Delay/Issues Cancelled account-not zeroised(only NUNP/RNUNP) PRB-Liab-TDS Related.c.TDS Certificate errors Process & Reliability-Operational Errors Total 2 Product Programme Design-Product Availability/Access Non-receipt of rewards redemption gifts Complaints on Marketing Implementation/Event related Issues TDS Related.a.TDS Certificate not received Product Programme DesignProduct Availability/Access Total 3 Third Party Complaints-ChargebackIncorrect Billing Third Party ComplaintsChargeback-Incorrect Billing Total 4 Staff Service Quality-Promptness & Follow Up Service Related.d.Unsatisfactory response/Incorrect letter Secured.Service-Unsatisfactory resolution/No revert/Rude behaviorLSD/Branch Requests not actioned/Incorrect info given by Contact Centre Sales-Others Secured.Service-Unsatisfactory resolution/No revert/Rude behaviorOthers Request not actioned by Collections (reversals,settlements offered not carried out) Instructions not/delayed actioned.a.Written instructions not actioned Service Related.b.No revert/Follow-up Secured.Service-Unsatisfactory resolution/No revert/Rude behaviorCCU Instructions not/delayed actioned.c.Telephonic instructions not actioned Chargeback-wrong billing/Internet Dispute Card Related.h.Incorrect VE transaction-POS

2 2 2 1 1 1 1 1 1 1 1 1 565 298 13 8 319 305 10 315 64 40 25 21 17 13 13 8 6 6

Delayed in Honoring Sales Commitments made No response to letters/e-mails sent/Request not actioned/Incorrect info given by CCU. CLPU-Others Secured.Service-Unsatisfactory resolution/No revert/Rude behaviorPBU Instructions not/delayed actioned.b.Email/Net banking instructions not actioned Investment Services.b.Redemption request not actioned Deposit.m.FD through i-banking Logistics.b.Delayed/Missed appointment Cash/cheque collected,but not credited by collections Deposit.j.FD closure and credit to SB Account not actioned Delay in Cancellation Wholesale Bank customer complaints Staff Service Quality-Promptness & Follow Up Total 5 Third Party Complaints-ChargebackDuplicate debits Third Party ComplaintsChargeback-Duplicate debits Total Process & Reliability-Process & reliability complaints -Others Chargeback Duplicate debit cases

6 4 4 3 2 2 1 1 1 1 1 21 260 214

214 Others.c.Liabilities All Secured.Others-Miscellaneous complaints Others Others.b.Delay in Inward/Outward Telex transfer Secured.IS-Non receipt of original documents Fraud Complaints Others DO NOT DISTURB-Request not actioned Cheque not credited at all Secured.Credit-Non receipt of original documents 58 56 51 9 7 5 4 4 3 3

Process & Reliability-Process & reliability complaints -Others Total 7 Channel Functionality-Incorrect information-Ibanking,IVR,ATM Channel Functionality-Incorrect information-Ibanking,IVR,ATM Total 8 Process & Reliability-Process & reliability complaints-Others Others.c.Liabilities All Ibanking/SMS/Email-Incorrect account information/missing a/c info/wrong/info recd NetBanking.g.Incorrect Account Information displayed

200 140 15 155 48

Others Secured.Credit-Non receipt of original documents Secured.Others-Miscellaneous complaints Others.b.Delay in Inward/Outward Telex transfer Other Complaints Secured.IS-Non receipt of original documents DO NOT DISTURB-Request not actioned Others Cheque not credited at all Others.f.Insurance Related Fraud Complaints Process & Reliability-Process & reliability complaints-Others Total 9 Process & Reliability-Delay/Errors in repayment processing Secured.CLPU-Other repayment related Secured.CLPU-Static data error Clearing.a.Local cheque not credited/Delay in credit Clearing.e.Disputing Cheque debited to account/Disputing amount Other Repayment related complaints Clearing.g.ECS related complaints Clearing.f.O/W Clearing Cheque returned Unpaid not received by the customer Secured.CLPU-Discrepant documents received Secured.CLPU-Erroneous EMI presented Clearing.d.Inward Clearing Cheque return disputed Secured.Collection-EMI related complaints Local cheque not credited/Delay in credit Clearing.j.Outward Clearing cheque presented incorrectly Delayed credit of cheque Secured.CLPU-Wrong emi/Interest updation Process & Reliability-Delay/Errors in repayment processing Total 10 Process & Reliability-Card Swipe Reject/ Authorisation reject Card Related.h.Incorrect VE transaction Card Related.h.Incorrect VE transaction-POS Card Related.g.Cash not dispensed/Incorrect txnm-SCB ATM Card Related.i.Incorrect VE transaction-Internet Card Related.j.Cash not dispensed/Incorrect txnm-Non SCB ATM PRB-Liab-Card Related.i.Incorrect VE transaction-Internet

21 9 9 4 2 2 2 1 1 1 1 101 21 15 12 10 6 5 4 3 3 2 2 1 1 1 1 87 40 18 16 7 5 1

Process & Reliability-Card Swipe Reject/ Authorisation reject Total 11 Channel Functionality-Not user friendly Mobile Banking related complaints NetBanking.e.Funds transfer related complaints NetBanking.f.Banking account not linked/Visible NetBanking.h.Bill payment related complaints Channel Functionality-Not user friendly Total 12 Inappropriate Sales-Systemic Issues Inappropriate Sales-Systemic Issues Total 13 Process & Reliability-Delay in cancellation/zeroisation/refund Settlement accounts not zeroised by collections Account Opening.f.Account Closure PO not received Card Related.a.ATM/Debit Card not setup Excess Refund not issued to the customer Process & Reliability-Delay in cancellation/zeroisation/refund Total Inappropriate Sales-Disciplinary issues-Factually incorrect or incomplete information Secured.Sales-Commitment not honoured Secured.Sales-Odd day interest charged to customer

87 49 20 11 4 84 46 12 58 51 3 2 2

58

14

Misselling related complaints Inapropriate sales practice Misselling Disputes on 1st EMI presentation date Alleged Misselling By Outbound

20 17 7 2 2

Inappropriate Sales-Disciplinary issues-Factually incorrect or incomplete information Total Process & Reliability-Onboarding Process-Application status,approval process

48

15

No revert/delayed revert on disbursal Secured.Sales-No revert/delayed revert on Topup/Enrolment Credit related complaints Secured.Sales-No revert/delayed revert on HL to HS conversion Credit related complaints ( delay in processing app,in updation of Limit Enhancement,card embossng error,decline intimation not recvd by customer) Secured.Credit-Share Certificate not issued/transferred Account Opening.a.Account not opened/Delay in Account Opening No revert/delayed revert at the enrolment stage

16 12 8 3

2 2 2 1

Deposit.b.Delayed Account opening Investment Services.a.Delay in actioning of application form/Not actioned Process & Reliability-Onboarding Process-Application status,approval process Total 16 Channel Functionality-Non execution of request placed NetBanking.e.Funds transfer related complaints Instructions not/delayed actioned.a.Written instructions not actioned Instructions not/delayed actioned.c.Telephonic instructions not actioned Customer instructions not adhered to correctly NetBanking.h.Bill payment related complaints Instructions not/delayed actioned.b.Email/Net banking instructions not actioned Channel Functionality-Non execution of request placed Total 17 Third Party Complaints-Internet Disputes Third Party Complaints-Internet Disputes Total 18 Pricing-Inappropriate Pricing Service Charges.a.Account Maintenance/Minimum AQB not maintained Service Charges.e.Miscellaneous Charges Service Charges.c.Card related fees Service Charges.d.Payment related Incorrect pricing Service Charges.b.Locker Charges Pricing-Inappropriate Pricing Total 19 Other Sub Complaint Categories Other Sub complaint categories Wholesale Bank Sub total for other sub complaints Grand Total CB WB Card Related.i.Incorrect VE transaction-Internet

1 1

48 23 7 6 5 3 2 46 42 42 17 9 9 2 1 1 39 617 41 658 3384