Customer Service

Customer Service
Our bank has well defined guidelines towards responsiveness transparency and speedy redressal of public grievances.

RESPONSIVENESS :

All the staff members have been instructed to be present in the counter fifteen minutes before the commencement of business hours. All the branches have been provided with ‘May I Help You’ counter, whose services can be used by the citizens to complete their transactions speedily.

Our branches will accept local clearing and outstation cheques till one hour before the closure of working hours of the branch.

Different time limits have been prescribed for specific transactions like encashment of cheques, issuance of demand drafts, deposit of cash, etc. Teller counters have been functioning in most of our branches for speedy encashment of cheques/withdrawals and also acceptance of cash remittances upto a sum of Rs.10,000/-.

Staff Committees have been formed in all the branches in order to improve the customer service, maintenance and cleanliness of the branch.

Regional Managers and Officials of Regional Office will visit branches for first hand evaluation and guide the branch staff in this matter.

TRANSPARENCY :

Notice Boards have been displayed in the branch premises indicating time norms for various types of transactions like encashment of cheques, issuance of demand drafts, receipt and payment of cash, collection of cheques. Payment of interest is also effected for the delayed collection of cheques beyond the stipulated period. Brochures containing various schemes are being distributed to the customers.

Guidelines have been issued stipulating time frame for sanction of loans pertaining to agricultural credit, small scale industries, export finance and various Government sponsored schemes like PMRY, IRDP, etc. Concurrent Auditors have been appointed in 269 major branches which are large, extra large and exceptionally large in size to conduct audit of day to day transactions of the branches. Reports, returns and statements are submitted to the controlling office for their scrutiny in order to ensure implementation of various norms and procedures laid down by the bank.

SPEEDY REDRESSAL OF PUBLIC GRIEVANCES :

Open house meeting is conducted at branches/Regional Offices/Central Office on 15th of every month in which the customers can express whatever grievances they have, for quick redressal. In the normal circumstances, such complaints are settled within three days. At Central Office, Customer Service Department has been created under a General Manager who is assisted by an Assistant General Manager. This department looks after the customers’ complaint, customer service and other related matters. Periodical surveys are conducted by the Customer Service Department, Central Office, in which views/suggestions/options are solicited from the customers.

Customers’ Fortnight is celebrated once in a year in which Central Office Executives, Regional Managers and Officials from Regional Office visit the branches and convene meetings of the customers to find our their views/grievances. Complaints/Suggestion boxes and complaint registers are available in all the branches for the customers to put forth their complaints/views/suggestions. At Central Office, Vigilance Department headed by the General Manager takes care of the vigilance matters.

Customers’ meetings are also convened at half-yearly intervals in all the branches in which the customers are requested to express their views/grievances with regard to the customer service. Specific meetings of specialized nature of customers such as SSI Exporters, Industrialists, Women Entrepreneurs are being convened by the Central Office/Regional Offices to know their problems, difficulties at the operational level. Vigorous trainings are imparted to all the staff members to extend courteous, competent and prompt service to all types of customers without discrimination. Various circulars are issued every now and then emphasizing the need for courteous and prompt customer service. Recently, our bank has nominated Quality Assurance Officer in all major city branches who is available in the banking hall during the business hours for coordinating the various needs of the customers

Telex, Fax, E-mail and Telephone facilities are available at Central Office for prompt action and speedy redressal of the grievances. Sometimes, officials from Central office are also deputed to the branches to enquire the complaints/matter and to settle them then and there.

STAFF COMMITMENT ON CUSTOMER SERVICE :

Staff members at various levels have been guided to impart prompt, courteous and competent service to various customers. The Bank has also the system of annual performance appraisal for officers, which has a bearing to the services offered to the customers. Bank also imparts training to all the staff members, irrespective of cadre, on customer service and related matters. The Bank has also instituted awards to adjudge Best Branches in the Region and the Prize money is utilised for welfare activity of the staff members of Best Branches.

All our branches are inspected periodically by a team of Central Office Inspectors. During their inspection, they also look into the aspects of customer service along with other business parameters like deposits, advances profitability and house keeping. Qualify of customer service is an important parameter to qualify the rating along with other business parameters and this rating also has a bearing to determine the over all rating of the performance of the branch.

Service conditions of workmen staff in the Bank are governed by various awards and settlements reached between the Management and Union, from time to time. Any breach of these stipulations is regarded as misconduct, punishable under the provisions of Bipartite settlement and appropriate action is taken against the erring employees.

Similarly the conduct of the officers are governed by Indian Overseas Bank (Officers) Services Regulations, 1979, as per which all officers are required to maintain good conduct and discipline and should show courtesy and attention to all the customers and all the transactions. It also stipulates that every office shall maintain strict secrecy regarding the conduct of the accounts/transactions of the constituents and shall not divulge any information of confidential nature to any person who is not entitled for such information. Any breach of these regulations, constitute a misconduct punishable under the above regulation.

BANKING OMBUDSMAN SCHEME 2006

Reserve Bank of India has also formulated the Banking Ombudsman Scheme 2006 to enable the customer to approach the Ombudsmen without engaging any lawyer or paying any fees to redress their grievances. At present the offices of Ombudsman are functioning at Ahmedabad, Bangalore, Bhopal, Bhubaneswar, Chandigarh, Chennai (for Tamil Nadu, Pondicherry, Andaman and Nicobar), Delhi (for Delhi, Haryana and Jammu and Kashmir), Guwahati, Hyderabad, Jaipur, Kanpur, Kolkatta (for West Bengal and Sikkim) Mumbai (for Maharashtra and Goa) Patna and Trivandrum. Customers may also lodge the grievance by e mail to the concerned Banking Ombudsman

Our Bank has been designated as the co-ordinator for the customer Service Centre, Chennai, to establish better co-ordination among all public sector banks in Chennai City to settle the complaints at the earliest. Review meetings are conducted once in a quarter, in which representatives of Reserve Bank of India and all member banks participate in the deliberation. Remedial action is suggested for settlement of the complaints. Minutes of the meeting along with statement of complaints received/settled/pending are sent to Ministry of Finance every month.

RIGHT TO INFORMATION ACT 2005

Right to Information Act was introduced by Union Ministry of Personnel Public Grievances and Pension on 11.5.2005 and has received the assent of President of India on 15.6.2005. It has come into effect from 12.10.2005

The objectives of the act are 1) To secure access to information under the control of Public Authorities and to promote transparency and accountability. Our Bank’s Board has passed a resolution on 29.7.2005 on the above Act wherein CSD Central Office was assigned the job of handling queries under the Right to Information Act. and GM, CSD is designated as CPIO(Central Public Information Officer).All Regional Heads are Central Assistant Public Information Officers. Applications under the Act to be replied only by Central Public Information Officer. Replies are being sent as per time stipulated under the Act. In case the applicant is not satisfied with the reply, he can approach the Appellate Authority comprising of 3 General Managers and appeal to it for reconsidering the issue. The information is to be provided (request to be rejected) expeditiously within 30 days of the receipt of the request. Fees payable is Rs 10 per enquiry

Our Bank has placed on a website with details of information available to the public.
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