SBS’s policy on customer grievance redressal is based on the following principles:
i. All initiatives and strategies of the Bank will have customer as the prime focus.

ii.Prompt and efficient customer service is essential for business growth.

iii.A suitable mechanism must exist for receiving and redressing customer grievances. The details of grievance redressal mechanism to be placed in the domain of public knowledge. The policy document would be made available at all branches and all employees shall be made aware about the complaint handling process. The grievances should be dealt with promptly and courteously.  Any mistakes made by the Bank should be rectified immediately.
The above principles are incorporated in the bank’s policy of grievance redressal.

I.  Grievances relating to branch transactions:
i) In case of any difficulty in transactions, the customers may approach the officer concerned or the Manager of the Division or the Branch Manager, who will ensure that the customers’ banking needs are attended to.  However, if this does not happen, customers may demand the complaint book, which will be available in all branches, and lodge a written complaint.  A copy of the complaint shall be returned to customer with an acknowledgement of receipt.  The branch shall take efforts to ensure that the redressal of the complaint takes place expeditiously and in any case within a maximum period of three weeks.  If for any reason the branch is unable to redress the grievance within three weeks the customer will be informed of the reasons and the action taken for early redressal.

ii) In case of difficulty with the branch, or unsatisfactory reply in respect of complaint lodged with the Branch, the customer can approach the Deputy General Manager/ Assistant General Manager of the Zonal Office/Region Office under whose administrative control the Branch functions.  The contact particulars of the Zonal Office/Region Office can be obtained from the Branch or from the Bank’s website.

iii) The customer can also write to grievance cell at the Head Office.  The addresses and contact details of the General Manager at Head Office will be made available at the branches.  Customers may also obtain it from Bank’s website.

II. Grievances relating to technology related transactions
i) Considering customers’ expectations, lack of familiarity and the need for broadening customer base, the Bank may consider introduction of exclusive mechanism for redress of grievances arising from use of alternate channels.  Presently, for help in ATM-cum-Debit card related operations, an exclusive toll free helpline number 1800-112-211 has been made available.  The customers may also contact the nearest card issuing branch for redressal of their complaints. 

ii) For assistance in Internet Banking transactions, the customer may contact the same helpline number as for ATM card transactions.  He may also post his grievance online on the Bank’s Internet banking web site (www.onlinesbs.com).  A ticket number will be immediately generated when the grievances are posted on line.  The customer can track the status of his grievances using the unique identification number.

III. Nodal Officer for handling customer grievances:
The Nodal Officer for customer grievances redressal is the General Manager (O), at State Bank of Saurashtra, Head Office, Bhavnagar.  The Nodal Officer is responsible for implementation and monitoring of customer grievances redressal in the entire Bank. The Nodal Officers are also designated at Zonal Offices who are responsible for implementation and monitoring of customer grievances redressal in the respective zones.  Aggrieved customers can write direct to the Nodal Officers regarding their grievances.  The contact particulars of Nodal Officers are available on Bank’s web site.

IV. Acknowledgement of grievances and redress:
i)  The Region Office, Zonal Office or the Head Office as the case may be, will acknowledge the grievance within five days of receipt and initiate action to have the grievance resolved within a maximum period of three weeks.  The customer will also be kept informed of the action taken, the reasons for delay if any, in redressal and the progress in redressal of grievance.

ii)  In case the customer is unhappy with the service or redressal provided by the bank he can also approach the Banking Ombudsmen located in State Capitals for redressal.  The customer will be given the necessary guidance in this regard by the branches.  The contact details of the Banking Ombudsman of the respective region are on display at each branch.

V.  Review Mechanism:
V.1 Chairman/ MD
i) The redress of customer grievances takes place mainly at three levels- branch, Controlling Office (Region Office/Zonal Office) and Head Office.  A large number of grievances are addressed by customers direct to the Managing Director (MD).  Where the issues raised in the grievance are considered serious, the MD shall call for a report on the causes that led to the grievance, the redressal and further action taken.  Such grievances will be considered disposed off only on approval from the MD.

V.2 Bank’s Board
ii)  An analysis of customer grievances received and review of grievance redressal mechanism shall be placed before the Bank’s Board of Directors every Quarter.

V.3 Customer Service Committee of the Board
This sub-Committee of the Board shall also periodically review major areas of customer grievances and measures taken to improve customer service. The Committee would be responsible for formulation of     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 the annual survey of depositor satisfaction and the triennial audit of such service. The Committee would also examine issues that have a bearing on the quality of service rendered.  The Committee would also review the functioning of the Standing Committee on Customer Service.

V.4 Standing Committee on Customer Service
The Standing Committee on Customer Service will be chaired by the Managing Director or a Senior Executive nominated by him.  The other members of the Committee will be Senior Executives from the bank and customer of the Bank.    The functions of the Standing Committee shall be

• Evaluate feedback on quality of customer service received from various quarters. The committee would also review comments/feed-back on customer service and implementation of commitments in the Code of Bank’s Commitments     to Customers received from BCSBI.
• 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 Field General     Managers/Regional Heads/Functional Heads.
• The Committee also would consider unresolved complaints / grievances     referred to it by functional heads responsible for redressal and offer their     advice.
• The committee would submit report on its performance to the Customer Service     Committee of the Board at quarterly intervals   

VI. Pre-empting occurrence of customer grievances
Customer grievances provide valuable feedback on quality of service at branches and whether the initiatives taken by the Bank in technology and re-engineering of business processes are having the desired impact on business growth and improved customer satisfaction.  The Bank also understands the importance of sensitizing staff to handling customer transactions / requests with courtesy, empathy and promptness.  Customer Relations Programme shall be organized at all branches at least once every quarter where staff and customers meet and interact freely on service related issues.  While these shall be structured meets, the customers will also be free to meet the Branch Managers/ other Officials at Administrative Offices to discuss their grievances.  The Bank shall also conduct training programmes regularly for staff on customer service and minimizing customer grievances.  The Bank shall also conduct customer satisfaction surveys periodically to understand customers’ perceptions of SBS’s service and to identify priority areas for improvement of customer satisfaction.