Customer Grievance Redressal Policy

Transcription

1 Custmer Grievance Redressal Plicy Backgrund: Custmer Service is a key fcus area f the Bank. Custmer Service fr the Bank is a hlistic apprach targeting cnsistent imprvement in custmer experience and quality f peratins. We strngly believe that a satisfied custmer is the mst imprtant factr in develping ur business. In rder t standardise and dcument the prcess f handling custmer grievances acrss the Bank and its verseas branches, Custmer Grievance Redressal Plicy has been cmpiled. The Bank shall ensure that the required prtin f the plicy is made available in public dmain (website and branches). Objectives: The bjective f the plicy is t ensure that: All custmers are treated fairly and withut bias at all times. All issues raised by custmers are dealt with curtesy and reslved n time. Custmers are made cmpletely aware f their rights s that they can pt fr alternative remedies if they are nt fully satisfied with ur respnse r reslutin t their cmplaint. Applicability/Cverage: Cmplaint: When a custmer cmplains abut service deficiency and if the same is nt reslved within the next wrking day, the cntact/request is categrised as a cmplaint. This plicy is applicable t all custmers including thse: Frm rural areas Beneficiaries f Financial assistance under Pririty Sectr and Gvernment s Pverty Alleviatin Prgrammes Frm verseas branches/ffices Pensin accunts Third party prduct distributed by the Bank A. Principles f grievance redressal: The guiding principles f the apprach t grievance redressal are as fllws: i. Transparency: The custmer shall be prvided with infrmatin regarding the channels they can access t service their requirements and reslve their issues. In additin, the turnarund-time fr issues t be redressed including investigatin and reslutin shall be cmmunicated transparently. ii. Accessibility: The Bank shall enable the custmers t avail f services thrugh multiple

2 published channels. 2 iii. Escalatin: Infrmatin n the prcess f escalatin f cmplaints t the next level in case the custmer is nt satisfied with the reslutin prvided by the current level in the Bank will be made available in the branches/bank s website/bank s call center. iv. Custmer Educatin: The Bank shall endeavr t make cntinuus effrts t educate its custmers t enable them t make infrmed chices regarding banking prducts and reduce errrs in banking transactins. v. Review: The Bank shall have frums at varius levels t review custmer grievances and enhance the quality f custmer service. B. On the basis f this apprach, the grievance redressal plicy f the Bank is as fllws: a. Registratin f cmplaints: The Bank enables custmers t avail f services thrugh multiple channels. The varius channels available t custmers fr registering the cmplaints are as fllws: Custmer care: Custmers can cntact ur Custmer Care fficers ver the phne fr redressal f issues r send an /letter t the mail ids/addresses displayed in the psters at the branches and n the website. Branch: Custmer can speak t the branch fficials fr reslutin f their issues r register their grievances thrugh the cmplaint bk available in the branches. Alternatively, custmers can drp their cmplaint/feedback in the bxes made available at the branch. Bank s website: Custmers can lg in a cmplaint by writing t the Accunt Manager link available in the lgged-in sectin r using f the Cmplaints link in the hme page f the Bank s website. Custmers can als write t the business heads f respective prducts, as updated n the Bank s website, in case they are nt satisfied with the reslutin prvided thrugh varius channels. Custmers fr demat services can write t headdematservices@icicibank.cm in case they are nt satisfied with the reslutin prvided thrugh varius channels. b. Recrding & tracking f cmplaints: All the cmplaints received by the Bank and its verseas branches must be recrded and tracked fr end-t-end reslutin. All the cmplaints received in India must be ldged in Finacle Custmer Relatinship Management system (FCRM) and assigned t respective grups fr reslutin. In case f nn-availability f FCRM in verseas branches, the cmplaints need t be registered in cmplaint register f the branch and the MIS t be sent t Custmer Service Quality Grup (CSQG) by the respective teams. c. Acknwledgement: Acknwledgement will be given t all the custmers as mandated by the regulatr f respective lcatin. In absence f such guidelines by lcal regulatr, the verseas branches shuld frmulate their wn guidelines with apprval f Head Service Quality.

3 3 d. Reslutin f cmplaints: Respnsibility fr reslutin: The business heads (branch heads in case f verseas branches) are respnsible fr the reslutin prvided by their teams and fr the clsure f custmer issues. Time frame fr respnse: The turn-arund-time fr the respnding t a cmplaint is i. Nrmal cases (ther than the ne mentined belw): 7 wrking days fr nrmal cases ii. Fraud cases, Legal cases and cases which need retrieval f dcuments and exceptinally ld recrds: 15 wrking days iii. Cases invlving 3rd party (ther Banks): 30 wrking days iv. Chargeback related cases: 45 t 90 wrking days r as per VISA/Master Card guidelines v. Fr all the cmplaints received frm the regulatr, timelines as mandated by respective regulatr will be adhered t and fr verseas branches the respnse will be ruted thrugh the cmpliance fficer f the respective lcatin vi. If any case needs additinal time, the Bank will infrm the custmer/regulatr the reasns f delay in reslutin and prvide expected time lines fr reslutin f the issue vii. The verseas branches can fllw the timelines as mandated by respective lcal regulatr. In case the Bank is liable t pay any cmpensatin, the same wuld be paid t the cmplainant as per the prvisins f the Custmer Cmpensatin Plicy f the Bank. e. Escalatin f cmplaints: If a custmer is nt satisfied with the reslutin prvided thrugh varius channels, the custmer can escalate the issues t the next higher level, as per the escalatin matrix available at the branches/bank s website. Ndal fficer: If the custmer s issue is nt reslved even after cntacting varius cmplaint reslutin channels, he/she can write t the Ndal Officer at: The Ndal Officer The Ndal Officer ICICI Bank Ltd Bandra Kurla Cmplex Mumbai Or send t: headservicequality@icicibank.cm. A detailed escalatin matrix is available nline at Internal Ombudsman f the Bank: The Internal Ombudsman is an independent authrity t which the custmers can apprach in case they are nt satisfied with the reslutin prvided by the Bank. The Internal Ombudsman f the Bank is nt an ICICI Bank emplyee. The custmer can apprach the Internal Ombudsman f the Bank nly after he/she has apprached the Ndal fficer and is nt satisfied with the reslutin prvided by the Ndal Officer. The decisin f the Internal Ombudsman f the Bank will be binding n the Business unit. The directives f the Internal Ombudsman f the Bank will be implemented within 10 days.

4 4 Escalatin t regulatr: In case the custmer is nt satisfied with the respnse frm the Bank, custmers will be prvided the ptin f appraching the Banking Ombudsman (BO). The details f BO are made available at the branches and als n the Bank s website. f. Quality f reslutin: The Custmer Service Quality Grup will cnduct mnthly quality audit t ensure prper classificatin and assignment f requests/cmplaints and t check whether the reslutin is cmplete and crrect. Quality scres are shared with the key stakehlders at regular intervals. The same is als discussed in the meeting f the Standing Cmmittee n Custmer Service and will be reprted t the Custmer Service Cmmittee f the Bard f Directrs. g. Custmer feedback: The Bank shall have a structured prgram f custmer surveys that are cnducted t understand custmer satisfactin with the services prvided by the Bank. In additin t the peridic surveys cnducted t gauge satisfactin with the transactins, separate surveys shall be cnducted t btain custmer feedback n specific issues. In additin t structured custmer surveys, feedback frm custmers shall als be btained thrugh branch level service meets and varius questinnaires/meetings fr imprvement in custmer service. h. Prcess imprvements: The prduct teams, channels and units shall ensure that the infrmatin n custmer cmplaints and issues is used fr prcess imprvement. The cmplaints wuld essentially prvide valuable insight int areas f imprvement within the Bank s internal prcesses and prcedures (including autmated prcesses) that impact Bank s ability t cnduct its business efficiently and successfully. The Bank has institutinalized a detailed multi-step prcess f Rt Cause Analysis fr escalated cmplaints t: Identify and extract issues that cncern the custmer. Obtain feedback frm units wh interacted with the custmer i.e. branch and Custmer Care. Map prcesses f handling the issue; determine if the current prcess is fllwed ptimally. Identify rt causes f cmplaints and erring units, if any. Initiate prcess changes, if required. Track the impact f prcess changes. Check fr persistent issues and find slutins t avid their recurrence. i. Emplyee training and awareness: Emplyees frm an imprtant link in the chain f custmer interactin. They may be directly dealing with the custmers r indirectly, like the back ffice staff. Staff shall be trained n the basics f handling and reslving custmer issues like capturing cmplaints in the system deplyed fr the purpse and infrming custmers f the reslutin time. The staff member reslving custmer issues will be made aware f the impact the reslutin will have n the custmer. Issues r cmplaints shall be reslved based n the fllwing principles: Prmpt respnse within the stipulated time frame Maximisatin f custmer retentin at minimum cst Crrectin f mistakes and errrs quickly Minimise further cmplaints

5 5 C. Frums t review custmer grievances and enhance the quality f custmer service: Branch level custmer service cmmittee (MILAP): The Bank has cnstituted the branch level custmer service cmmittee (MILAP). MILAP acts as a frum t enable custmers meet and interact with the senir managers f the Bank with the fllwing bjectives: Cllect custmer feedback n services prvided by the Bank Enable senir managers get first hand feel f requirements / demands Reduce infrmatin gap between custmers and Bank Mst imprtantly build trust amngst custmers Standing cmmittee n custmer service: The Custmer Service Cuncil (CSC) f the Bank functins as the Standing Cmmittee n Custmer Service. The Custmer Service Cuncil is chaired by a Wrking Directr. Business Heads and the Heads f related departments are members f the Cuncil. The Cuncil fcuses n building and strengthening custmer service rientatin in the Bank thrugh initiating varius measures including simplifying prcesses fr imprvement in custmer service levels. The Cuncil hlds mnthly review meetings t discuss service updates, nging prjects specifically targeted twards imprvement f custmer service and apprpriate actins arising frm discussins. The Custmer Service Cuncil carries ut the fllwing specific functins: Evaluate feedback n quality f custmer service received frm varius quarters. Review cmments/feed-back n custmer service and implementatin f Bank s Cde f Cmmitments t Custmers frmulated by Banking Cdes and Standards Bard f India (BCSBI). Review cmplaints related t nn-cmpliance f Cde f Cmmitment. Ensure that the Bank fllws all regulatry instructins regarding custmer service and actinables pinted ut by Cmmittee n Prcedures and Perfrmance Audit n Public Services. Submit reprt n its perfrmance t the Custmer Service Cmmittee f the bard at quarterly intervals. Custmer service cmmittee f the Bard: The Custmer Service Cmmittee f the Bard verlks the implementatin f varius custmer service guidelines as mandated by Reserve Bank f India and Banking Cdes and Standards Bard f India. The Cmmittee reviews custmer service initiatives and deliberates innvative measures fr enhancing the quality f custmer service and imprving verall service levels. The Cmmittee als reviews the functining f the Standing Cmmittee n Custmer Service (Custmer Service Cuncil f the Bank). D. Operatinal framewrk fr verseas branches: The verseas branches shall frmulate the prcess fr handling custmer cmplaints at branches in accrdance with the prevalent regulatry guidelines. The branches shall acknwledging f cmplaints, updating the custmers n the status f the cmplaint, display f psters in branch ntice bard/ website, escalatin matrix, MIS frmat fr reprting t the Crprate ffice and the Bard. E. Operatinal framewrk fr third party prducts: The ffices f the Bank, where cmplaints related t third party prducts are received, will facilitate redressal by sharing the details f the nearest ffice lcatin f the prduct prvider if the cmplaint des nt pertain

6 6 t the prcess adpted by the Bank. If the cmplaint relates t the Bank s prcess, it will be taken up fr clsure at the Bank. If a custmer is nt satisfied with the reslutin, the Bank will facilitate redressal by escalating the issues as per the escalatin matrix f the prduct prvider.