CanaraBank HO

Customer Services Section

Customer Service Vertical

Operations Wing

Head Office, Bengaluru

Policy No. : POLICY/6/2024

Date : 27/03/2024

Index : Others

Sub Index : Others

SUB: GRIEVANCE REDRESSAL POLICY OF THE BANK FOR THE YEAR 2024-25

SYNOPSIS

 Internal Grievance Redressal Machinery to handle customer complaints/ grievances.

 Resolution of grievances at Branches/ ROs/ COs and at HO level.

 Formation of Branch Level Customer Service Committees.

 Online Grievances Redressal System – Canara Public Grievance Redressal System

(CPGRS).

 Integrated Ombudsman Scheme 2021.

 Standing Committee on Customer Service.

 Nodal Officer and other designated officials to handle grievances.

 Mandatory display requirements.

 Time schedule for redressal of grievances.

 Dispute Redressal Mechanism – Technological Products.

 Harmonization of TAT and customer compensation for failed transactions.

 Grievance Redressal on complaints against outsourced agencies/ employees.

The revised Grievance Redressal Policy of the Bank for the financial year 2024-25 is

Annexed to this circular. The same can also be accessed by the following path:

CANNET >> Policies >> Other Policies >> Grievance Redressal Policy for the year 2024-

2025.

All the Branches/Offices are strictly advised to comply with the instructions and

guidelines contained in the Policy.

K B GEETHA

GENERAL MANAGER

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GRIEVANCE REDRESSAL POLICY

2024-2025

VERSION NO. 14.0

CUSTOMER SERVICE SECTION

CUSTOMER SERVICE VERTICAL

OPERATIONS WING

HEAD OFFICE

112, J C ROAD

BENGALURU - 560002

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GRIEVANCE REDRESSAL POLICY OF THE BANK FOR THE YEAR 2024-25

INDEX

Sl No.

CONTENTS

Page no

A. Objectives

The customer complaint arises due to

B. Organisational Setup and Roles & Responsibilities

Internal Machinery to handle customer complaints / grievances

Internal Ombudsman

2.1

Complaint Redressal Mechanism

2.1.1

Complaint Redressal Mechanism at Branch

2.1.2

Complaint Redressal Mechanism at Regional Office

2.1.3

Complaint Redressal Mechanism at Circle Office

2.1.4

Complaint Redressal mechanism at Head Office

C. Reporting structure/ requirements

2.1.5

Grievance Escalation System

Online grievance Redressal System (CPGRS)

3.a

CPGRS (Canara Public Grievance Redressal System)

3.b

Online Dispute Resolution (ODR) System for Digital Payments

Integrated Ombudsman Scheme 2021

D. Strategies for meeting objectives

Standing Committee Meeting on Customer Service

Customer Service Committee of the Board

Nodal Officials to handle the complaints & grievances

Mandatory display requirements

Resolution of Grievances

Time Frame

E. Limit Structure/ Trigger Mechanism

11.1

Dispute Redressal Mechanism (Technology Products)

11.2

Failed Transactions

11.3

Exception Handling

11.4

Charge Backs

11.5

Credit/ Debit Adjustments

Net Banking

Mobile Banking

Interaction with Customers

Sensitizing the staff on handling complaints

Home Loans – Levy of fore closure charges/ Pre Payment Penalty

Uniformity on Intersol Charges

Charges for sending SMS alerts

Grievance Redressal on complaints against outsourced agencies/

employees

19.1

Recovery Agents (Monitored by RL&FP Wing)

19.2

Call Center Service (Monitored by Marketing & Public Relations Wing)

19.3

Business Correspondents (Monitored by Financial Inclusion Wing)

19.4

Operators at Aadhar Seva Kendras (Monitored by Financial Inclusion Wing)

19.5

Formation of Women SHG & Facilitation in crediting of SHG/JLG

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19.6

Direct Selling Agents (DSA - Monitored by Retail Assets Wing)

Strengthening of Grievance Redress Mechanism in Banks

Handling of Complaints related to vigilance, bribery & corruption:

Complaints related to Credit Information Companies (CIC): (Monitored by

Recovery, Legal and Fraud Prevention Wing)

F. Compliance / Monitoring of Implementation of the Policies By all

branches/ Circle Office/ Head Office

Annexure I Enclosure to 11.1.iv Uniform Template

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GRIEVANCE REDRESSAL POLICY – 2024-25

A. OBJECTIVES:

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

most important tool for sustained business growth. Since inception of our Bank high

priority has been attached to customer satisfaction. Over the years, steps have been

taken to come out with a number of initiative aimed at achieving high standards of

customer satisfaction and complaint free branch network. Customer complaint is part

of the business life of any corporate entity. As a service organization, customer

service and customer satisfaction is the prime concern of the Bank. We believe that

providing prompt and efficient service is essential not only to attract new customers,

but also to retain existing ones. This policy document aims at minimizing instances of

customer complaints and grievances through proper service delivery and review

mechanism and to ensure prompt redressal of customer complaints and grievances.

The review mechanism will help in identifying shortcomings in product features and

service delivery.

The Bank's policy on Grievance Redressal follows the under noted principles:

a) Our customers will be treated fairly at all times.

b) Complaints raised by our customers will be dealt with courtesy and in time.

c) Our customers will be fully informed of avenues to escalate their complaints/

grievances within the organization and their rights to alternative remedy, if

they are not fully satisfied with the response of the bank to their complaints.

d) Our Bank will treat all complaints efficiently and fairly as they can damage the

Bank's reputation and business if handled otherwise.

e) Our employees will work in good faith and without prejudice to the interests

of the customer.

f) Complaints emanating from rural areas and those relating to financial

assistance to priority sector and Government Poverty alleviation programme

also form part of the above process.

In order to make Bank's redressal mechanism more meaningful and effective, a

structured system will function at Branches/ Regional Offices/ Circle Offices/Head

Office, which will ensure that redressal sought is just and fair and is within the given

framework of rules and regulation.

This policy document will be made available at all branches. All the employees will

be made aware about the complaint handling process to ensure better customer

service and general awareness in the Bank.

1. The customer complaint arises due to:

a) The attitudinal aspects in dealing with customers.

b) Inadequacy of the functions/ arrangements made available to the customers or

gaps in standards of services expected and actual services rendered.

c) Malfunctioning of Technology products.

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B ORGANISATIONAL SETUP AND ROLES & RESPONSIBILITIES:

(Monitored by Customer Service Section, Customer Service vertical, Operations

Wing, HO)

2. Internal Machinery to handle customer complaints/ grievances

a) If the customer wants to make a complaint, we will inform:

i. Where to make complaint

ii. How a complaint should be made

iii. When to expect a reply

iv. Whom to approach for redressal

v. What to do if customers are not happy about the outcome

b) The Bank will inform customers where to find details of procedures for

handling complaints fairly and quickly.

c) If the customer complaint is received in writing, we will endeavour to send

an acknowledgement/ a response within a week. If customer complaint is

relayed over phone at our designated telephone helpdesk or customer

service number, we shall provide a complaint reference number and keep

customers informed of the progress within a reasonable period of time.

d) If the complaint is through any other mode like Call Centre, letter, email,

tele phone etc. the same should be recorded/ registered in respective

grievance Redressal portal/package like CPGRS/CCR/CTS etc., immediately

after receipt of customer complaint.

e) After examining the matter, we will send our final response or explain why

we need more time to respond and shall endeavour to do so within 21 days

of receipt of complaint and will tell customers to take their complaint

further if they are still not satisfied.

f) Internal Ombudsman

In order to strengthen the customer confidence in fair and just redressal of

complaints, the Bank has appointed the Internal Ombudsman, a retired

senior officer in the rank of General Manager from another Bank, at the

apex level for Grievance Redressal of the Bank. The Bank is required to

internally escalate all cases to the Internal Ombudsman for final decision

where either the complaint is rejected or only partial relief is provided to

the complainant. The decision of Internal Ombudsman shall be binding on

the Bank, except in cases where the Bank has obtained approval for

disagreeing with such decision from the Executive Director In-charge of

customer service for bank. This helps the customer to get the grievances

redressed faster in a fair manner without escalating to any other external

authorities like the Banking Ombudsman, RBI, Consumer Courts,

Government Portal etc., This mechanism is adopted by the Bank in tune

with the RBI guidelines latest being, RBI/CEPD/2023-24/108 CEPD.PRD.No.S1228/

13.01.019/ 2023-24 DT 09.12.2023

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All partially or wholly rejected complaints by the Bank are to be auto

escalated to the Internal Ombudsman within a time period of 20 days, for a

final decision.

2.1 Complaint Redressal Mechanism in our Bank:

Bank is having a nodal department/ official for customer service in HO and in each

controlling office (Circle Office & Regional Office), with whom customers with

grievances can approach in the first instance and with whom the Banking Ombudsman

and RBI can liaise.

The General Manager, Priority Credit Wing shall act as the Nodal Officer for monitoring

of Credit Related grievances forwarded by the Ministry for taking appropriate action

on merits.

Any complaint received through legal channel/advocates office will be replied by the

recipient branch/RO/CO/HO after obtaining vetting from Legal Section of RO/CO or

Legal Section, RL& FP Wing at Head office.

2.1.1 At Branch:

Resolution of Grievances

Branch Manager will be responsible for the resolution of the complaints/ grievances

in respect of customer service by the Branch. He/ she would be responsible for

ensuring closure of all complaints received at Branches. It is his/ her foremost duty

to see that the complaint should be resolved completely to the customer's satisfaction

and if the customer is not satisfied, then he shall be provided with alternate avenues

to escalate the issue if the same is not resolved within the stipulated period.

If the Branch Manager feels that it is not possible at his/ her level to solve the

problem, he/ she may refer the case to Regional Office/ Circle Office or Head Office

for guidance. Similarly, if Regional Office/ Circle Office find that they are not able to

solve the problem; such cases may be referred to the Principal Nodal Officer of the

Bank.

All complaints received by the Bank Branches outside to online grievance portals are

to be entered in designated grievance Redressal packages i.e. CCR/CTS/CPGRS etc.,

on the same day of receipt of the complaint and due process to be followed further.

1. Suggestion Box and complaint Book are provided in all the branches. Any written

complaint is instantly and promptly acknowledged.

2. The Complaint Registers are to be kept at prominent place which would make it

possible for the customers to enter their grievances. The register shall be in

perforated copies in each set so that the acknowledgement to the customers would

be provided instantly and an intimation to the controlling office.

3. At every office of the Bank a notice requesting the customer “To meet the Branch

Manager” shall be displayed with regard to Grievances, if it remains un-redressed.

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4. A copy of the complaint is required to be forwarded to the concerned controlling

office of the bank along with the remark of the branch manager within a time frame

(Within a maximum of 7 days depending upon the nature of Grievances).

5. All branches should maintain a separate complaint register for entering all the

complaints/ grievances received by them directly or through RO/ CO/ HO and other

sources. These registers should be maintained irrespective of the fact whether a

complaint is received or not in the past. Branch to maintain a separate file for

customer complaints received through letters and related communications and

grievance portal/package generated complaint number / reference to be inscribed on

all such complaints which are received outside to grievance portal/ package and

entered in the package .

6. The complaint registers maintained by branches shall be scrutinized by the

concerned Circle Nodal Executive during his periodical visit to the branches and his

observations/ comments recorded in the relative visit reports.

7. Bank having computerized operation may adopt the aforesaid format and generate

copies electronically. Canara Bank has developed an in-house portal namely Canara

Public Grievance Redressal System (CPGRS) in which all the complaints are registered

and redressed. The data is maintained in the package electronically.

8. Grievances/ complaints relating to congestion in banking premises should be

examined by the bank’s internal inspectors/ auditors on a continuing basis and action

taken for augmentation of space, where ever necessary, keeping in view the

availability of larger accommodation in the same locality at a reasonable rent and

other commercial considerations.

9. Counter staff are provided with training and additional inputs.

10. If counter staff/ supervisor is unable to resolve a grievance, the Branch-in-charge

shall intervene and try to resolve the issue.

11. Customers’ Day is observed on 15

of every month. On this day, branch in-charge

will make himself/ herself available at the branch between 3 P.M. and 5 P.M. to meet

customers without any prior appointment.

12. Branch Level Customer Service Committees

Banks were advised to establish Customer Service Committees at branch level. In

order to encourage a formal channel of communication between the customers and

the bank at the branch level, banks should take necessary steps for strengthening the

branch level committees with greater involvement of customers. It is desirable that

branch level committees include their customers too. Further, as senior citizens

usually form an important constituent in banks, a senior citizen may preferably be

included therein. The Branch Level Customer Service Committee may meet at least

once a month to study complaints/ suggestions, cases of delay, difficulties faced/

reported by customers/ members of the Committee and evolve ways and means of

improving customer service.

The branch level committees may also submit quarterly reports giving inputs/

suggestions to the Standing Committee on Customer Service thus enabling the

Standing Committee to examine them and provide relevant feedback to the Customer

Service Committee of the Board for necessary policy/ procedural action.

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13. Customer Service Committee meeting is held every month at all Branches/

Regional Offices/ and Circle Offices. The sole task of the Committee is to find out

ways and means to render service to the satisfaction of the Customers. For this

purpose, Committee will meet regularly at stipulated intervals to discuss in detail the

strengths and deficiencies of the services presently rendered and take steps to

improve it.

14. Special Customers’ Meet is conducted on special occasions.

15. Every year, during November Customer Fortnight is observed to create awareness

among Public as well as staff for achieving the objective of Complaint free branch

network, and to also highlight our products and services.

16. Both the Drop box facility and the facility for acknowledgement of the cheques at

regular collection counters shall be available to the customers and no branch shall

refuse to give an acknowledgement if the customer tenders the cheque at the

counters.

17. Bank shall ensure that customers are not compelled to drop the cheques in drop

box.

18. Bank shall invariably display on the cheque drop box itself that ‘Customers can

also tender the cheques at the counters and obtain acknowledgement on the pay-in-

slips.’ This message is displayed in English, Hindi and the concerned regional language

of the state.

19. On 15

of every month, Customers’ Day is observed between 3 P.M. and 5 P.M.

during which Branch manager should be available for meeting the public/ Customers

without prior appointment.

2.1.2 At Regional Office:

a. Divisional Manager/ Assistant General Manager holding charge of

Operations Section/Customer Service Section at Regional office.

b. By and large, complaints are redressed within shortest possible time.

c. Whenever it is not possible and more cross checking is required, steps are

taken to settle the matter within a reasonable time.

d. The Executives of Regional Office visit branches periodically and submit a

report on Customer Service, as per the detailed checklist.

e. Divisional Manager/ Assistant General Manager in-charge of Operations

Section/Customer Service Section, Regional Office contact the aggrieved

customers as and when necessary, meet him personally with the Branch

Manager, for ensuring timely redressal of the complaint.

f. Wherever deficiencies are noticed, accountability is fixed and erring

employees punished.

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2.1.3 At Circle Office:

g. Divisional Manager/ Assistant General Manager holding charge of

Operations Section /Customer Service Section at Circle office.

h. By and large, complaints are redressed within shortest possible time.

i. Whenever it is not possible and more cross checking is required, steps are

taken to settle the matter within a reasonable time.

j. The Executives of Circle Office visit branches periodically and submit a

report on Customer Service, as per the detailed checklist.

k. Divisional Manager/ Assistant General Manager in-charge of Operations/

Customer Service Section, Circle Office contact the aggrieved customers as

and when necessary, meet him personally with the Branch Manager, for

ensuring timely redressal of the complaint.

l. Wherever deficiencies are noticed, accountability is fixed and erring

employees punished.

2.1.4 At Head Office:

i. A full-fledged Customer Service Section is functioning at Customer Service

Vertical, Operations Wing, Head Office, overseen by Chief General

Manager.

ii. An acknowledgement is sent to the customer immediately on receipt of the

complaint.

iii. Thorough analysis of the complaint is done and necessary instructions are

given to COs/ROs/Branches for speedy redressal and followed up till final

reply is sent to the complainant duly explaining the decision taken on the

complaint.

iv. On 15

of every month, Customers’ Day is observed between 3 p.m. and 5

p.m. during which overseeing Executives are available for meeting the

public/ Customers without prior appointment.

v. Special Customers’ Meets are organized for different segments of the

market, viz., Exporters, MSME, NRI, Agriculturists, etc, by respective wings.

vi. Customer Satisfaction Surveys through In-house as well as by External

agencies are conducted to assess the level of customer satisfaction.

vii. Bank shall place a statement of complaints before the Customer Service

Committee of the Board along with an analysis of the complaints received.

The complaints shall be analyzed to identify customer service areas in

which the complaints are frequently received, to identify frequent sources

of complaints, to identify systemic deficiencies and for initiating

appropriate action to make the grievance redressal mechanism more

effective.

viii. Root Cause Analysis of the complaints will be conducted by the owner /

user Wings in co-ordination with Customer Service Vertical.

ix. The Bank shall disclose following details along with financial results:

A. Summary information on complaints received by the bank from customers and

from the Office of Banking Ombudsman.

year

Current

year

Complaints received by the bank from its customers

Number of complaints pending at beginning of

the year

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Number of complaints received during the year

Number of complaints disposed during the year

3.1

Of which, number of complaints rejected by the

bank

Number of complaints pending at the end of the

year

Maintainable complaints received by the bank from

Office of Banking Ombudsman.

Number of maintainable complaints received by

the bank from OBOs

5.1

Of 5, number of complaints resolved in favour

of the bank by Bos

5.2

Of 5, number of complaints resolved through

conciliation/mediation/advisories issued by Bos

5.3

Of 5, number of complaints resolved after

passing of Awards by BOs against the bank

Number of Awards unimplemented within the

stipulated time (other than those appealed)

B. Top five grounds of complaints received by the bank from customers

Grounds of

complaints,

(i.e.

complaints

relating to)

Number of

complaints

pending at

the

beginning

of the year

Number of

complaints

received

during the

year

% increase/

decrease in

the number

of complaints

received over

the previous

year

Number of

complaints

pending at

the end of

the year

Of 5,

number of

complaints

pending

beyond 30

days

Current Year

Ground – 1

Ground – 2

Ground – 3

Ground – 4

Ground – 5

Others

Total

Previous Year

Ground – 1

Ground – 2

Ground – 3

Ground – 4

Ground – 5

Others

Total

Master list of grounds of complaints to be used for disclosure on the top five ground-

wise receipt of complaints by banks.

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1. ATM/Debit Cards

2. Credit Cards

3. Internet/Mobile/Electronic Banking

4. Account opening/difficulty in operation of accounts

5. Mis-selling/Para-banking

6. Recovery Agents/Direct Sales Agents

7. Pension and facilities for senior citizens/differently abled

8. Loans and advances

9. Levy of charges without prior notice/excessive charges/foreclosure charges

10.Cheques/drafts/bills

11.Non-observance of Fair Practices Code

12. Exchange of coins, issuance/acceptance of small denomination notes and coins

13.Bank Guarantees/Letter of Credit and documentary credits

14.Staff behaviour

15.Facilities for customers visiting the branch/adherence to prescribed working hours

by the branch, etc.

16.Others

Further bank shall place a detailed statement of complaints in the web-site for

information of the general public at the end of each financial year.

Internal Ombudsman:

In order to ensure the speedy redressal of complaints, the Bank has appointed the

Internal Ombudsman, a retired senior officer not below the rank of General Manager,

from other Bank, at the highest rank of the General Manger in our Bank. The rejected

and partially resolved complaints from any level i.e. Branch/ Regional Office/ Circle

Office/ Head Office are placed before the Internal Ombudsman of the Bank. Such

rejected and partially resolved complaints are auto escalated to Internal Ombudsman

within 20 days from receipt of complaint.

This helps the customer to get the grievances redressed faster without escalating to

any other external authorities like The Banking Ombudsman, RBI, Consumer Courts,

Government portal etc. This mechanism adopted by the Bank is working efficiently.

Board of Directors

 Shall drive the effective management of Grievance Redressal Policy.

 Provide senior management with clear guidance and direction.

 Review the Grievance Redressal Policy annually and if necessary, revise

them in tune with extant regulatory guidelines.

 Matters relating to customer service should be deliberated by the Board

to ensure that the instructions are implemented meaningfully.

Commitment to hassle-free service to the customer at large and the Common Person

in particular under the oversight of the Board should be the major responsibility of

the Board.

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Role of the Customer Service Committee

Customer Service Committee of the Board, illustratively, could address the following:

 Formulation of a Comprehensive Deposit Policy

 Issues such as the treatment of death of a depositor for operations of his

account

 Product approval process with a view to suitability and appropriateness

 Annual survey of depositor satisfaction

 Tri-enniel audit of such services.

 Monitoring the implementation of awards under the Banking Ombudsman

Scheme.

 The Committee should also play a more pro-active role with regard to

complaints/ grievances resolved by Banking Ombudsmen of the various States.

 The Committee could also examine any other issues having a bearing on the

quality of customer service rendered.

Further, with a view to enhance the effectiveness of the Customer Service

Committee, banks should also:

Place all the awards given by the Banking Ombudsman before the Customer Service

Committee to enable them to address issues of systemic deficiencies existing in

banks, if any, brought out by the awards; and

Place all the awards remaining unimplemented for more than three months with

the reasons therefore before the Customer Service Committee of the Board to enable

the Customer Service Committee to report to the Board such delays in

implementation without valid reasons and for initiating necessary remedial action.

Standing Committee on Customer Service

The Committee on Procedures and Performance Audit of Public Services (CPPAPS)

constituted by RBI examined the issues relating to the continuance or otherwise of

the Ad hoc Committees and observed that there should be a dedicated focal point

for customer service in banks, which should have sufficient powers to evaluate the

functioning in various departments. The CPPAPS therefore recommended that the

Ad hoc Committees should be converted into Standing Committees on Customer

Service.

The constitution and functions of the Standing Committee may be on the lines

indicated below:

The Standing Committee may be chaired by the MD & CEO or the ED and include

non- officials as its members to enable an independent feedback on the quality of

customer service rendered by the bank.

ii)

The Standing Committee may be entrusted not only with the task of ensuring

timely and effective compliance of the RBI instructions on customer service, but also

that of receiving the necessary feedback to determine that the action taken by

various departments of the bank is in tune with the spirit and intent of such

instructions.

iii)

The Standing Committee may review the practice and procedures prevalent in the

bank and take necessary corrective action, on an ongoing basis as the intent is

translated into action only through procedures and practices.

iv)

A brief report on the performance of the Standing Committee during its tenure

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indicating, inter alia, the areas reviewed, procedures/ practices identified and

simplified/ introduced may be submitted periodically to the Customer Service

Committee of the Board.

C REPORTING STRUCTURE/ REQUIREMENTS:

2.1.5 Grievance Escalation System:

a. Customers can lodge their complaints directly to Branch-in-charge and it

will be the responsibility of the Branch-in-charge to resolve the complaint

within 7 days from the date of receipt.

b. All complaints received by the Bank through other mode/ channels outside

to online grievance portals/packages are to be entered in designated

grievance Redressal package like CCR/ CTS/ CPGRS etc., on the same day

of receipt of the complaint and complaint id/ reference to be

communicated to the complainant for online tracking of status.

c. The Branch-in-charge will analyze the complaint and if needed he/ she will

contact the complainant personally and resolve the complaint.

d. A complaint redressal communication will be sent to complainant.

e. If the Branch-in-charge is not able to resolve the complaint within 7 days,

the complaint will get auto escalated to the concerned Regional Office.

f. The complaints referred to Regional Office will be analyzed by Customer

Service Section/Operations Section and based on the explanation received

from the Branch, RO will send a suitable reply to complainant.

g. If Regional Office cannot resolve the complaint within 5 days from the date

of auto-escalation of complaints or upto 12

day from the date of receipt

of complaint, the same will be auto escalated to Customer Service

Section/Operations Section of Circle Office.

h. The complaints referred to Circle Office will be analyzed by Customer

Service Section/Operations Section and based on the explanation received

from the Branch/RO, Circle Office will send a suitable reply to complainant.

i. If Circle Office cannot resolve the issue within 5 days, the same will be auto

escalated to Customer Service Vertical, Operations Wing, Head Office on

day from the date of receipt of complaint.

j. Customer Service Section, Head Office will analyze the complaint and the

replies received from Branch/ Regional Office and Circle Office. On placing

the matter before appropriate authorities a decision is taken on the

complaint.

k. A complaint redressal communication will be sent to the complainant from

Head Office and suitable instructions are passed on to Branch/ Regional

Office and Circle Office for taking action in the deficient areas. Whenever

the decision is taken to reject the claim or partial relief is proposed, it shall

be escalated to Internal Ombudsman.

l. Compliant redressal/ closure intimation with complaint status & tracking

link will be communicated to the complainant through

SMS/email/letter/any other mode of communication approved by the Bank.

m. Bank shall critically examine on an on-going basis as to how grievances

redressal machinery is working and whether the same has been found to be

effective in achieving improvement in customer service in different areas.

n. Bank shall constitute special squads conduct Root Cause Analysis for those

areas in which the number of complaints is repetitive in nature or on the

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increase. Bank shall arrange to include one or two sessions on customer

service, public relations etc., in training programmes conducted.

3. ONLINE GRIEVANCE REDRESSAL SYSTEM:

a. CPGRS (CANARA PUBLIC GRIEVANCE REDRESSAL SYSTEM)

Based on the Recommendations of the Damodaran Committee, IBA and also as per

the instructions of the Ministry of Finance, the bank has developed an in-house

package for the online grievance redressal system namely CPGRS (Canara Public

Grievance Redressal System). The same is made available in the Banks Website. This

package enables the customers to register their complaints online through our

corporate website. This package records a complaint and provides the customer the

complaint status tracking and receiving response from the bank.

The information about the CPGRS has been circulated vide our Circular 122/2012 dt.

20/04/2012, 68/2017 dt. 06/02/2017, 95/2018 dt.19/02/2018, 596/2019 dated

27/11/2019 and 737/2021 dated 15.11.2021. Through the website of the bank

customers can register the complaints. A unique reference number is generated by

the system for the reference to the customer.

Customers can track their complaint, check the resolution provided and if any

customer feels dissatisfied with the resolution provided by the bank, customer can

reopen the complaint.

Customer can also register their complaints through Call Centre, Mobile Banking and

Internet Banking which will be auto recorded in CPGRS package and customer will

be provided with Complaint tracking Reference number which will be attended by

the Bank as per the procedure below.

AT BRANCH LEVEL:

a) Branches to follow up CPGRS complaint under SAS package on day-to-day

basis for close monitoring of redressal of grievances.

b) Branches have to invariably enter redressal within the prescribed time norms

(i.e. within the 7th day of lodging of the complaint).

c) After entering the redressal by the branch, the complaint would

automatically flow to the respective Regional Office for review of redressal

entered by the branch and closure of the same at their end.

d) Wherever branches do not attend the complaints within the prescribed time

lines, the complaint itself would flow to the next higher authority (i.e. - RO)

for the redressal and closure. Branches would be having only view rights of

auto-escalated complaints.

AT REGIONAL OFFICE LEVEL:

a) Regional Offices are requested to monitor the grievance redressal of

complaints at their branches within the prescribed time norms (i.e. within

the 7th day of lodging of the complaint).

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b) After the branch enters the redressal of complaint, it automatically flows to

the respective Regional Office for review of redressal entered by the branch

and closure of the same.

c) If the complaint remains unattended at branch level, on 7th day of lodging of

the complaint, the complaint itself flows to RO for necessary redressal and

closure. Branches would be having only view rights of such complaints. RO

has to close such complaint.

d) If the complaint still remains unattended on the 5th day of the complaint

landing at RO, it would flow to the next higher authority (i.e. - CO) for

necessary redressal and closure. ROs will be having only view rights of such

complaints.

e) Before rejecting or providing partial relief to any of the customers’

complaints, they need to be escalated to the Internal Ombudsman (IO) of the

Bank. It is required to select the option “Partially closed/ rejected

complaints–refer to Internal Ombudsman” at the time of Closure of such

complaints.

AT CIRCLE OFFICE LEVEL:

a) Circle Offices are requested to monitor the grievance redressal of complaints

at their branches/ offices within the prescribed time norms.

b) If the complaint remains unattended at RO level, on 12

day of lodging of the

complaint, the complaint itself would flow to CO for necessary redressal and

closure. ROs would be having only view rights of such complaints. CO has to

close such complaint.

c) If the complaint still remains unattended on the 17

day of lodging of the

complaint, it would flow to the next higher authority (i.e. – Customer Service

Section, HO) for necessary redressal and closure. COs will be having only view

rights of such complaints.

d) Before rejecting or providing partial relief to any of the customers’

complaints, they need to be escalated to the Internal Ombudsman (IO) of the

Bank. It is required to select the option “Partially closed/ rejected

complaints–refer to Internal Ombudsman” at the time of Closure of such

complaints.

AT HEAD OFFICE LEVEL:

HO follows up on each case and redresses the issue to the satisfaction of the

customer.

b. ONLINE DISPUTE RESOLUTION (ODR) System for Digital Payments: (Owned by

DBS Vertical)

In the Statement on Developmental and Regulatory Policies dated August 6, 2020,

Reserve Bank of India (RBI) had announced introduction of Online Dispute Resolution

(ODR) system for resolving customer disputes and grievances pertaining to failed

transactions on digital payments.

The ODR system should be a transparent, rule-based, system-driven, user-friendly and

unbiased mechanism for resolving customer disputes and grievances, with zero or

minimal manual intervention.

Customers shall be provided with one or more channels – web-based or paper-based

complaint form, IVR, mobile application, call centre, SMS, through branches or

offices, etc. – for lodging disputes and grievances.

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At present 10 channels viz Debit Card, Credit Card, Prepaid Card, UPI, IMPS, AEPS,

NACH, APBS, RTGS & NEFT are available in ODR portal. Customer can access the ODR

portal from Canara Bank corporate website (URL: https://odr.canarabank.com).

ODR is an interface to the customer for raising disputes/ Grievances related to digital

payments online. No branch can access this package on behalf of customers.

Disputes raised in the ODR portal will be sent to respective reconciliation mechanism

of the Bank for further process. Reconciliation process of the disputes raised will be

handled by respective sections under Reconciliation Vertical as per TAT and status

will be updated to ODR portal automatically.

4. INTEGRATED OMBUDSMAN SCHEME 2021

For general complaints submitted to Bank and if customer does not get a satisfactory

response from us and if customer wishes to pursue other avenues for redressal of

grievances, customer may approach Banking Ombudsman appointed by Reserve Bank

of India under Integrated Ombudsman Scheme, 2021.

We have displayed in our website and in all our Branches a notice explaining that we

are covered by the new Integrated Ombudsman Scheme, 2021 of Reserve Bank of India

along with the scheme guidelines. The copy of the scheme is made available at all the

branches. Salient features of the Integrated Ombudsman Scheme, 2021 are displayed

in the branch premises/ notice boards and our corporate website

www.canarabank.com. If customers face any difficulty, our Staff will explain the

procedure in this regard.

As per the new scheme, reply will be issued to customers within 15 days of lodging a

complaint with Bank. If Bank, needs more time to resolve the complaint, a written

request may be given to the Ombudsman for further extension of initial period of 15

days.

1. Where the complaints are not redressed within 15 days, the concerned Nodal

Executive of the Circle shall take up with the respective Ombudsaman’s office

for further extension of time within the initial time of 15 days. Branch/

Controlling Office shall forward a copy of the same to the Principal Nodal

Officer at Head Office and keep him updated regarding the status of the

complaint. This would enable the Principal Nodal Officer to deal effectively

with the Banking Ombudsman. Further, it is also necessary that the customer

is made aware of his rights to approach the Ombudsman in case he is not

satisfied with the Bank’s response on a complaint raised by him.

2. Bank shall appoint Principal Nodal Officer of sufficiently senior level, not below

the rank of a General Manager. Chief General Manager of Customer Service

Vertical, Operations Wing is appointed as Principal Nodal Officer of the Bank.

3. It is necessary that the customer is made aware of his rights to approach the

concerned Banking Ombudsman in case he is not satisfied with Bank’s response.

As such, in the final intimation sent on Redressal of any complaint, bank

indicates that complainant can also approach the Banking Ombudsman. The

details of complaint lodging portal of the Ombudsman (https://cms.rbi.org.in).

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D STRATEGIES FOR MEETING OBJECTIVES:

5. Standing Committee Meeting on Customer Service

In order to benchmark the current level of service, review the progress periodically,

enhance the timeliness and quality, rationalize the processes taking into account

technological developments and suggest appropriate incentives to facilitate change

on an ongoing basis the Standing Committee on Customer Service is functioning.

The Standing Committee on Customer Service will be chaired by the Managing Director

and CEO or Executive Director of the Bank. Besides two to three Senior Executives of

the Bank, the Committee would also have two to three eminent non- executives drawn

from the public as members including an expert in handling customer grievances.

The Committee is having the following functions:

1. To convene meeting every quarter.

2. The committee would submit report on the deliberations of the meeting to the

customer service committee of the board at quarterly intervals.

3. Evaluate feedback on quality of customer service received from various

quarters. The committee would also review comments/ feedback on customer

service, implementation of commitments in the Code of Bank's Commitments

to customers received from BCSBI.

4. The committee would be responsible to ensure that all regulatory instructions

regarding customer service are followed by the Bank. Towards this, the

committee would obtain necessary feedback from Regional Managers/

Functional heads.

5. The committee would consider unresolved complaints/ grievances referred to

it by functional heads responsible for redressal and offer its advice.

6. Customer Service Committee of the Board

This sub-committee of the Board would be responsible for formulation of a

Comprehensive Deposit Policy incorporating the issues such as the treatment of death

of a depositor for operations of his account, the product approval process and annual

survey of depositor satisfaction. The committee would also examine any other issues

having a bearing on the quality of customer service rendered. This committee would

also review the functioning of the Standing Committee on Customer Service.

7. Nodal Officer and other designated officials to handle complaints and

Grievances

7.1 At Head Office:

Principal Nodal Officer:

The Bank has nominated Chief General Manager, Customer Service Vertical,

Operations Wing, Head Office, Bangalore as PRINCIPAL NODAL OFFICER, who is

monitoring the implementation of Customer Service and complaint handling process

for the entire Bank.

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7.2 At Circle Office:

Overseeing/Nodal Executive of Operations / Customer Service Section at Circle

Offices is handling the complaints received directly from customers of that region.

Customer Service Committees are in place in all the Circle Offices to look into

implementation of customer service.

7.3 At Regional Office:

Overseeing/Nodal Executive of Operations/Customer Service Section at Regional

Offices is handling the complaints received directly from customers of that region.

Customer Service Committees are in place in all the Regional Offices to look into

implementation of customer service.

8. Mandatory display requirements

The Bank has made it mandatory to display the following at Branches and at our

corporate website www.canarabank.com for the benefit of our customers:

1. Details on appropriate arrangements made for receiving complaints and

suggestions.

2. The name, address and contact number, email address etc, of Nodal Officer(s)

who can redress the complaints.

3. Website details of Ombudsman (https://cms.rbi.org.in) where customer can

file complaint online.

4. Details of Code of Bank's commitments to customers/ Fair practice code.

5. Prominently display at the branches, the names of the Officials who can be

contacted for redressal of complaints, together with their direct Telephone

No., complete address (not Post Box No.) and e-mail address, etc., for proper

and timely contact by the customers and for enhancing effectiveness of the

redressal machinery.

6. The names of the Officials displayed at the branches who can be contacted

for redressal of complaints shall also include the name and other details of

concerned Nodal Officer appointed under the new Integrated Ombudsman

Scheme, 2021, in the Circle.

7. Bank shall display on its website, the names and other details of Officials at

their Head Office/ Circle Offices who can be contacted for redressal of

complaints including the names of the Nodal Officers/ Principal Nodal Officer.

8. Banks shall give wide publicity to the grievance redressal machinery through

advertisements and also by placing them on its website.

9. The details including name, complete address, telephone number, e-mail

address, etc., of the Principal Nodal Officer shall be displayed in the portal

of the bank preferably on the website so that the aggrieved customer can

approach the Bank with a sense of satisfaction that he/ she has been attended

at a senior level.

9. Resolution of Grievances

Branch Manager is responsible for the resolution of complaints/ grievances in respect

of customer service at the branch. He would be responsible for ensuring closure of all

complaints received at the branches. It is his foremost duty to see that the complaint

should be resolved completely to the customer’s satisfaction and if the customer is

not satisfied, then he should be provided with alternate avenues to escalate the issue.

If the branch manager feels that it is not possible at his level to solve the problem,

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he can refer the case to Regional Office/ Circle Office for guidance. Similarly, if

Regional Office/ Circle Office finds that they are not able to solve the problem such

cases may be referred to the Principal Nodal Officer, Customer Service Vertical,

Operations Wing Head Office of the Bank.

10. Time Frame

Complaints received will be seen in right perspective and will be analyzed from all

possible angles. Specific time schedule is set up for handling complaints and disposing

them at all levels including Branches/ Regional Offices/ Circle Offices and Head

Office. The Branch Manager will try to resolve the complaint within specified time

frames decided by the Bank.

Time Schedule for Redressal of Complaints:

Stipulated by

Ministry of

Finance

Adopted by

Bank

General Complaints

30 days

21 days

Complaints forwarded by MOF MPs/VVIPs

21 days

15 days

Complaints forwarded by RBI

15 Days

15 days

Complaints from PMs office

15 days

7 days

All the complaints received will be acknowledged immediately. In cases where

complaints received would require some time for examination, the same will be

informed to customer through an interim reply.

E. LIMIT STRUCTURE/ TRIGGER MECHANISM:

11.1 DISPUTE REDRESSAL MECHANISM: TECHNOLOGICAL PRODUCTS:

(Monitored by Reconciliation Vertical, Operations Wing & DBS Vertical, Information

Technology Wing, HO)

Lodging of ATM related Complaints

The following information should be displayed prominently at the ATM locations: -

i. ATM ID may be displayed clearly in the premises to make use of it while making a

complaint/ suggestion.

ii. Information that complaints should be lodged at the branches where customers

maintain accounts to which ATM card is linked.

iii. Telephone numbers of help desk/ contact persons of the ATM owning bank to lodge

complaint/ seek assistance.

iv. Such complaints can be lodged directly by customer in ODR portal from Canara

Bank corporate website (URL: https://odr.canarabank.com) or through CPGRS web

page.

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iv. Uniform Template for lodging of complaints relating to ATM transactions given in

Annexure I.

To improve the customer service through enhancement of efficiency in ATM

operations, banks are advised to initiate following action:

(i) Message regarding non-availability of cash in ATMs should be displayed before the

transaction is initiated by customer

(ii) Make available forms for lodging the complaints with name and phone number of

the officials with whom they have to be lodged

(iii) Toll-free numbers for lodging complaints / reporting and blocking lost cards etc.,

to be displayed and attend the requests on priority

(iv) Mobile numbers/ e-mail IDs of the customers may be registered to send alerts

In case of complaints pertaining to failed ATM transaction at other bank ATMs, the

customer should lodge a complaint with the card issuing bank even if the transaction

was carried out at another bank’s ATM.

Transactions at ATM-Procedural Amendment - Pin Validation for Every Successive

Transaction.

The process flow followed for ATM transactions varies from bank to bank. The type of

card readers installed by each ATM vendor also contributes to the variation in the

process flow. Security concerns arise in the case of certain type of card readers which

facilitate multiple transactions without the need for pin validation for every

successive transaction. The possibility of frauds/ misuse of cards are very high in a

scenario where the card is inserted in such reader slots, the card holder fails to collect

the card after the transaction is completed and the card is misused. This risk can be

eliminated to a great extent if, for every transaction, the process flow demands pin

validation. Hence each bank may ensure that the process flow is modified to provide

the pin validation for every transaction, including balance enquiry facilitated through

ATM. Further, as an additional safety measure, banks are advised that the time-out

of sessions should be enabled for all screens/ stages of ATM transaction keeping in

view the time required for such functions in normal course.

Non-adherence to the above provisions shall attract penalty as prescribed under the

Payment and Settlement Systems Act 2007 (Act 51 of 2007).

Security Issues and Risk mitigation measures - Online alerts to the cardholder for

usage of credit/ debit cards.

Banks were mandated to send online alerts to the cardholders for all Card Not Present

(CNP) transactions for the value of ₹5000/- and above. In view of the incidents of

unauthorized / fraudulent withdrawals at ATMs that came to the notice of RBI, Banks

were advised to put in place, a system of online alerts for all types of transactions

irrespective of the amount, involving usage of cards at various channels and hence

the same was implemented by the Bank. This measure encourages further usage of

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cards at various delivery channels. Banks provides easier methods (like SMS) for the

customer to block his card and get a confirmation to that effect after blocking the

card.

Security Issues and Risk mitigation measures related to Card Not Present (CNP)

transactions

Banks have been mandated to necessarily put in place additional factor of

authentication/ validation based on information not visible on the cards for all on-

line Card not Present (CNP) transactions in a phased manner, starting with online

transactions followed by Interactive Voice Response (IVR), Mail Order Telephone

Order (MOTO) and Standing Instructions (SI). In the case of MOTO and SI transactions,

it has been stated that in case of customer complaint regarding issues, if any, arising

out of transactions effected without the additional factor of authentication after the

stipulated date, the issuer bank has to reimburse the loss to the customer further

without demur.

11.2 FAILED TRANSACTIONS:

Harmonization of Turn Around Time (TAT) and customer compensation for failed

transactions using authorized Payment Systems

Sl.

no.

Description of the

incident

Framework for auto-reversal and

compensation

Timeline for auto-

reversal

Compensation

payable

III

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.

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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.

Aadhar Enabled Payment System

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(where “T” is

the date of

transaction).

Account debited but

beneficiary account not

credited.

All disputes regarding ATM failed transactions to be settled within 120 days from the

date of transaction shall be settled by the issuing bank and the acquiring bank through

National Payment Corporation of India only. No bilateral settlement arrangement

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outside the dispute resolution mechanism available with the system provider is

permissible.

However, ATM failed transactions beyond 120 days from the date of transaction be

settled by issuing bank and acquiring bank through bilateral arrangement on good

faith claim basis.

The number of free transactions permitted per month at other bank ATMs to Saving

Bank account holders shall be inclusive of all types of transactions, financial or non-

financial.

All disputes regarding ATM failed transactions shall be settled by the issuing bank and

the acquiring bank through the ATM System Provider only. No bilateral settlement

arrangement outside the dispute resolution mechanism available with the system

provider is permissible. This measure is intended to bring down the instances of

disputes in payment of compensation between the issuing and acquiring banks.

11.3 Exception Handling:

Exception transactions are those that cannot be reconciled or reported as erroneous

by a card holder. Members should collaboratively endeavour to settle discrepancies

in settlement, if raised by other member banks, and all such discrepancies should be

resolved amicably as per settlement procedure document, by Reconciliation Vertical,

Operations Wing, HO.

11.4 Charge Backs:

Chargeback can be raised within 60 days from the next day of the transaction. Charge

back should be accepted or represented by acquirer bank within 5 days of raising the

chargeback. Good faith chargeback can be raised within 61 to 120 days from the date

of transaction. Good faith charge back should be accepted or represented by acquirer

Bank within 15 days of raising the good faith chargeback.

11.5 Credit/ Debit Adjustments:

All credit adjustments are to be raised within T+5 days. All Debit adjustments are to

be raised within T+10 days.

12. Net Banking:

(Monitored by DBS Vertical, Information Technology Wing, HO)

Grievances related to the following shall be redressed by the concerned branch:

1. For availing Net Banking facility (User creation)

2. Reset of Login password (In case the customer is not able to reset the login

password online using the option available in Net Banking home page) - Now

customers can unlock login password.

3. Unlock (In case the customer is not able to reset the login password online

using the option available in Net Banking home page)

4. Reset of Login (other than online) and Transaction password

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5. Modification of details like address, Mobile number and e-mail Id

6. Activation of Net Banking facility

Now, the Bank has enabled user creation, creation of login password, Transaction

Password, Unlock/ resetting of password and regenerate OTP by the customers

themselves by using internet facility.

Other grievances such as non-receipt of password PIN mailer and any Net Banking

issues which could not be resolved at the Branch level shall be handled by Internet

and Mobile Banking Section of Digital Banking Service Vertical, HO.

If grievances are technology related, Internet and Mobile Banking Section has to take

up the matter with the concerned group of Technology Operations Vertical,

Information Technology Wing, HO for resolving the issues and communicating the

same to the customer.

Grievances related to Can digital software solution extended to Net Banking facility

and non-receipt/ delayed receipt of OTP shall be handled by Payment Systems and

Alternate Delivery Channels Group of TO Wing, HO. (Monitored by TO Vertical,

Information Technology Wing, HO).

13. Mobile Banking:

(Monitored by DBS Vertical, Information Technology Wing, HO)

Grievances related to the following shall be redressed by the concerned branch:

A. Registration for Mobile Banking facility

B. Activation of Mobile Banking facility after MPIN change by the customer

Grievances which could not be resolved at the Branch level shall be handled by

Internet and Mobile Banking Section of Digital Banking Service Vertical, Information

Technology Wing, HO.

If grievances are technology related, Internet and Mobile Banking Section has to take

up the matter with the Mobile Banking group of TO Vertical for resolving the issues

and communicating the same to the customer.

14. Interaction with Customers

(Monitored by Customer Service Vertical, Operations Wing, HO)

Customer's expectation/ requirement/ grievances can be better understood through

personal interaction with customers by Bank's staff. Structured customer meets will

give a message to the customers that the bank cares for them and values their

feedback/ suggestions for improvement in customer service. Many of the complaints

arise on account of lack of awareness among customers about bank services and such

interactions will help the customers to appreciate the banking services better. The

feedback from customers would be a valuable input for revising our product and

services to meet customer requirements.

15. Sensitizing the operating staff on handling complaints

Our staff will be properly trained for handling complaints. During all the Training

Sessions at our Apex Centre of Excellence – Manipal, Centre of Excellence - Gurugram

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and at all Learning & Development Centres, the importance of handling complaints is

explained to all the participants and they are trained to deal with customer

complaints. Nodal Officer of the Bank will ensure that internal machinery for handling

complaints/ grievances operates smoothly and efficiently at all levels and he will be

giving feedback on training needs of staff at various levels to the Human Resources

Wing.

Redressal of complaints emanating from rural areas and those relating to financial

assistance to Priority Sector and Governments Poverty Alleviation Programme also

form part of the above process.

The existing grievance policy adopted, approved by the Board and published in our

website is applicable to the complaints emanating from rural areas also.

Toll Free Number (Call Canara) 1800 1030 has been introduced as a part of One bank,

One number concept. This satisfies the requirements of Rural Customers also. Rural

Customers can register their grievances by using this Toll Free number in seventeen

languages namely Kannada, Tamil, Telugu, Malayalam, Marathi, Odia, Punjabi,

Gujarati, Assamese, Bengali, Kashi, Kashmiri, Konkani, Tulu, Urdu, Hindi and English.

(Backup toll free number: 1800 425 0018).

NRI helpline numbers (Non Toll Free Numbers if calling from outside India) +91-80-

22064232 / 91 80-68212121

Dedicated landline number to report any credit card mis-selling complaints : 080-

22064222

16. Home Loans-Levy of fore-closure charges/ pre-payment penalty: (Monitered

by Retail Asset Wing)

1. The removal of fore closure charges/ prepayment penalty on home loans will lead

to reduction in the discrimination between existing and new borrowers and

competition among banks will result in finer pricing of the floating rate home

loans. Though many banks have in the recent past voluntarily abolished pre-

payment penalties on floating rate home loans, there is a need to ensure

uniformity across the banking system. It has, therefore, been decided that bank

shall not charge foreclosure charges/ pre-payment penalties on home loans on

floating rate basis.

2. As per extant guidelines a fixed rate loan is one where the rate is fixed for a

certain period with reset clause option. Hence, Dual rate/Special rate home loans

sanctioned by the bank cannot be treated as fixed rate loans. In case of Dual

rate/Special rate home loans, the provisions of lower interest rate will be

applicable from the date the rate of interest on the loan becomes floating.

3. Bank shall not charge foreclosure charges/pre-payment penalties on all floating

term loans sanctioned to individual borrowers.

17. Uniformity in Intersol Charges:

With the introduction of Core Banking Solution (CBS), it is expected that customers of

the bank would be treated uniformly at any sales or service delivery point. It is,

therefore, bank is not discriminating against the customers on the basis of one branch

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being designated as ‘home’ or ‘base’ branch where charges are not levied for

products/ services and other branches of the same bank being referred to as ‘non-

home’ branch. As such, if a particular service is provided free at ‘home’ branch, the

same shall be available free at ‘non home’ branches also. There shall not be any

discrimination as regards intersol charges between similar transactions done by

customers at ‘home branch’ and ‘non home’ branches. (Page 33-point no. 6.6 of RBI

Master Circular on Customer Service 2015 dated 01.07.2015.)

18. Charges for sending SMS alerts:

With a view to ensuring reasonableness and equity in the charges levied by the bank

for sending SMS alerts to customers, bank is leveraging the technology available and

the telecom service providers to ensure that such charges can be levied on all

customers on actual usage basis.

These charges shall not be applicable to Jan Dhan accounts, Canara Basic Saving Bank

deposit accounts and other financial inclusion SB accounts and any other category

exempted by the bank.

19. Grievance Redressal on complaints against outsourced agencies/employees:

Bank outsources few activities which are customer facing like Recovery Agent,

Business Correspondent, Call Centre employees, Operators at Aadhar Seva Kendra,

Direct Selling Agents etc., who are monitored by respective wings. The Bank shall

take adequate steps for redressal of grievances against its outsourced Vendor/

Employees within TAT and keep the Authority informed about the number, nature

and other particulars of the complaints received.

If the complaint is received through any other mode other than CPGRS or any other

online complaint portal like Call Centre, letter, email, tele phone etc., the same

should be recorded/ registered in respective grievance Redressal portal/package like

CPGRS/CCR/CTS etc., immediately after receipt of customer complaint and complaint

id/ reference to be provided to the complainant for further tracking the status online.

19.1 Recovery Agents (Monitored by RL&FP Wing)

a) The Borrower having any grievance/complaint against any Recovery Agent / Agency

may bring the same to the notice of the in-charge of the Branch at the first instance.

If the grievance/ complaint is not redressed to the satisfaction of the Borrower, he

can file a written complaint to the Grievance Redressal Cells at Circle Office within

whose jurisdiction the Branch or the Office of the Bank is located not later than 21

days from the date of cause of action.

b) On receipt of the written complaint, the in-charge of the Grievance Redressal Cell

at Circle Office shall as expeditiously as possible, and in any case not later than 21

days from the date of receipt of the complaint, initiate appropriate steps for redressal

of the complaint unless the nature of complaint is such that it requires verification of

voluminous facts and figures. If complaint is not resolved within the TAT, interim

reply shall be given to the customer.

c) The head of the Grievance Redressal Cells of the Bank for Recovery Agents are:

Grievances Received at

In-charge/Head of the

Cell

To be handled by

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Circle Office

DGM/GM of the Circle

R & L Section

d) The decision taken by the in-charge of the Grievance Redressal Cell/s shall be final

and shall be informed to the complainant in writing.

19.2 Call Center Service (Monitored by Customer Service Vertical, Operations

Wing)

Concerned Branch/Section/official from Bank has to ensure that any complaint

pertaining to call centre vendor/outsourced agency, received directly from customer

through any mode, is to be sent to Customer Service Vertical, Operations Wing, Head

Office for follow up and redressal.

The complaints pertaining to Call Centre will be analyzed and resolved by Marketing

Operations Section by carrying out the Root Cause Analysis and obtaining

observations/inputs from the concerned Stakeholders.

A suitable reply regarding resolution/action taken will be sent by Customer Service

Vertical, Operations Wing, HO to the complainant directly or through proper channel

within 21 working days of receipt of complaint.

19.3 Business Correspondents (Monitored by Financial Inclusion Wing)

Whenever complaints are received on conduct/activities of Business Correspondents,

the Terminal ID will be blocked immediately and Business Correspondent Section,

Financial Inclusion Wing, HO will advise Regional Office to investigate and submit the

report along with recommendation. Based on the facts and recommendation received

from Regional Office, BC Section will instruct Corporate BC to replace the BC Agent

or release the blocked Terminal IDs as the case may be.

The complaint has to be looked into from fraudulent angle also by Regional Office. It

has to arrive at a logical conclusion on whether to lodge a complaint against Business

Correspondent Agent with police authority or otherwise based on the nature of the

complaint. Before lodging such police complaint, Regional Office shall take up the

matter with Circle Office – Legal Section for proper guidance.

While submitting Investigation Report along with RO Recommendation, Regional

Office shall confirm that complaint has been analyzed from under fraudulent angle

also.

19.4 Operators at Aadhar Seva Kendras (Monitored by Financial Inclusion Wing)

Unique Identification Authority of India (UIDAI) is already having their own grievance

redressal mechanism. For complaints related to New Aadhaar Enrollment and

biometrics update, Customer can raise their complaints directly to UIDAI by visiting

UIDAI portal @ https://uidai.gov.in/en/contact-support.html or by calling on toll free

no. 1947. Accordingly, Regional Office of UIDAI are taking care of the complaint of

their jurisdiction. If required, UIDAI takes help of registrar/Enrolment Agency in

certain cases.

For complaints related to Overcharging or any other complaints by operator at

Aadhaar Seva Kendras, Branch Manager is the first point of contact. At present, for

any customer complaint on overcharging, complaint is forwarded to Aadhaar Seva

Kendra Section at Financial Inclusion Wing. Head Office takes inputs from Circle

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Offices, Regional Offices, Vendors and Branch. After getting inputs, in genuine cases

Head Office instructions the Vendor / operators to refund the charges collected.

19.5 Formation of Women SHG & Facilitation in crediting of SHG/JLG.

(Monitored by Priority Credit Wing)

Borrower having any grievance/complaint against any Agency under Tie Up

arrangement for formation of Women SHG & facilitation in credit to SHGs under Core

Agriculture:

1. May bring the same to the notice of the in-charge of the Branch at the first

instance.

2. If the grievance/ complaint are not redressed to the satisfaction of the

Borrower, he can file a written complaint to the Grievance Redressal Cells at

Circle Office within whose jurisdiction the Branch or the Office of the Bank is

located not later than 21 days from the date of cause of action.

3. On receipt of the written complaint, the in-charge of the Grievance Redressal

Cell/s shall, as expeditiously as possible, and in any case not later than 21 days

from the date of receipt of the complaint, initiate appropriate steps for

redressal of the complaint unless the nature of complaint is such that it

requires verification of voluminous facts and figures.

4. The head of the Grievance Redressal Cells of the Bank at the Circle for is as

follows:

Grievances Received at

In-charge/Head of the Cell

To be handled by

Circle Office

Overseeing Executive

AF & PS Section

5. Grievance Redressal Cell at Circle should verify the compliance as per HO Cir

IC/9/2023 dated 05/01/2023 and may ask the Regional Office concerned to

investigate the matter and submit the report, if required.

6. The decision taken by the in-charge of the Grievance Redressal Cell/s shall be

final and shall be informed to the customer in writing.

19.6 Direct Selling Agents (DSA - Monitored by Retail Assets Wing)

a) DSAs shall have effective policy on complaint redressal procedure/mechanism for

dealing with the complaints received either by the bank and forwarded to the DSAs

or directly by the DSAs, in relation to the services provided by the vendor as per the

agreement or otherwise. The policy on complaint redressal procedure/ mechanism

policy shall provide among other procedures; acknowledgement of each complaints,

compensation payable for various acts and omissions, procedure for escalation in

complaints, maintenance of register of complaints, their status and manner in which

complaints are resolved.

b) The DSAs shall ensure that complaints are redressed within 4 days from the receipt

of complaint received either from the bank and forwarded to the vendor or directly

by the customer.

c) In case if such policy on complaints redressal mechanism/procedure is not

formed/established by the vendor or complaints are not redressed, it is that banks

compensation policy as amended from time to time shall mutatis mutandis be

applicable to vendor also and DSAs shall keep indemnify/compensate any amount paid

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to customer as per the compensation policy of the bank as amended from time to

time without limitation.

Branch Head/Retail Assets Hub Head to ensure that complaints are redressed within

7 days and shall be the final authority for resolution of any disputes/clarifications

regarding payments of fees, terms of empanelment and the decision taken by them

shall be final and binding on the DSAs.

In case of unsatisfactory performance or misconduct of DSAs, the Bank shall, within

its rights to terminate the agreement shall do so with immediate effect without any

recourse in/to the Bank.

20. Strengthening of Grievance Redress Mechanism in Banks:

In the Statement on Developmental and Regulatory Policies dated January 27, 2021

Reserve bank of India (RBI) putting in place a comprehensive framework comprising

of enhanced disclosures by banks on customer complaints, recovery of cost of redress

from banks for the maintainable complaints received against them in OBOs (Office of

the banking Ombudsman) in excess of the peer group average, and undertaking

intensive review of the grievance redress mechanism and supervisory action against

banks that fail to improve their redress mechanism in a time bound manner.

21. Handling of Complaints related to vigilance, bribery & corruption: (Vigilance

Wing)

All Complaints which involve vigilance angle to be referred to Vigilance Wing like

bribery, corruption, fraud by employee etc., and received through any mode like

CPGRS /email/letter (hard copy) will be handled by Vigilance Wing. Such Complaints

received in CPGRS package will flow automatically to Vigilance Wing. As per CVC

guidelines, anonymous complaints will be lodged with no action.

If complainant basis details and contact number is available, the Wing will analyse

and refer the case to Circle Vigilance Officer for preliminary investigation. Upon

receipt of the same, Chief Vigilance Officer can decide on further detailed

investigation or to advise Circle for placing it to SASC (Staff Accountability Screening

Committee) for analysis and provide a feasible reply to the complainant and initiate

any corrective Action. An interim reply will be sent to customer in case of delay in

concluding the complaint.

In case of further detailed investigation is ordered by CVO, a detailed investigation will

be conducted through HO inspection Wing and the above referred procedure will follow.

If lapses are crystalized against the staff, IAC will be placed before CVO for

determination of Vigilance Angle. If there is no staff lapse identified, the matter will

be closed with the approval of CVO.

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22. Complaints related to Credit Information Companies (CIC): (Monitored by

Recovery, Legal and Fraud Prevention Wing)

The Reserve Bank of India directs Credit Information Companies and Credit institutions

to implement the compensation framework for delayed updation/ rectification of

credit information by Cis (Credit Institutions) and CICs as detailed below

Complainants shall be entitled for a compensation of ₹100 per calendar day in case

their complaint is not resolved within a period of thirty (30) calendar days from the

date of the initial filing of the complaint by the complainant with a CI/ CIC.

CI would get twenty-one (21) days and CICs would effectively get the remainder of

nine (9) days for complete resolution of the complaint.

Penalty needs to be paid by the Bank/CIC in case there is a delay.

A CI shall pay compensation to the complainant if the CI has failed to send updated

credit information to the CICs by making an appropriate correction or addition or

otherwise within twenty-one (21) calendar days of being informed by the complainant

or a CIC.

Publicity of the Policies

Wide publicity is given to the above policies formulated by Bank by placing them

prominently on the Web-site and copy of policy is available with Branches.

F. COMPLIANCE/ MONITORING OF IMPLEMENTATION OF THE POLICIES

Implementation of policy at Branches will be checked by Inspection Wing during RBIA

& Concurrent inspection and deviations will be reported to Circles/ Customer Service

Vertical, Operations Wing, HO & to Audit committee of the Board.

Overseeing Executive of Operations/ Customer Service Section in Circle to ensure that

all Regional offices are adhering to the Policy guidelines.

Overseeing Executive of Operations/ Customer Service Section in Regional Office to

ensure that all Branches are adhering to the policy guidelines.

**************

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Annexure-I

ENCLOSURE TO 11.1.iv Uniform Template

To: The Branch Manager

_______________________________________________ (Name of the Bank)

_______________________________________________ (Name of the Branch) *

_______________________________________________ (Name of the City)

Customer Information:

Name of the Customer :

Account No. :

Debit Card/ ATM Card No :

ATM Information:

ATM ID/ Location, if ID is not available:

Name of the ATM Bank

Nature of the Complaints

a) Complaint relating to Cash Withdrawal:

Amount requested for withdrawal : (Rs. )

Amount actually disbursed at ATM : (Rs. )

Amount to the account debited : (Rs. )

Date of transaction : (Rs. )

Time of transaction : (Rs. )

c) Other complaint :

Date: Signature of the Card

Holder

Contact Tel/ Mobile No.

*(Name of the Bank Branch where cardholder account is maintained which is linked

to ATM card)

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