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Customer Complaints
Customer complaints other than ATM transaction dispute
| Particulars |
31st March, 2020 |
31st March, 2019 |
|
|---|---|---|---|
(a) |
No. of complaints pending at the beginning of the year |
1017 |
418 |
(b) |
No. of complaints received during the year |
148344 |
190018 |
(c) |
No. of complaints redressed during the year |
148148 |
189419 |
(d) |
No. of complaints pending at the end of the year |
1213 |
1017 |
Complaints related to ATM transaction disputes / POS-Ecom disputes / IMPS-UPI disputes / Fraud disputes
| Particulars |
31st March, 2020 |
31st March, 2019 | |
|---|---|---|---|
(a) |
No. of complaints pending at the beginning of the year |
7491 |
94 |
(b) |
No. of complaints received during the year |
268770 |
216980 |
(c) |
No. of complaints redressed during the year |
273151 |
209583 |
(d) |
No. of complaints pending at the end of the year |
3110 |
7491 |
(e) |
Complaints per ten thousand transactions |
156.60 |
172.42 |
Total Customer Complaints (total of tables A and B)
| Particulars |
31st March, 2020 |
31st March, 2019 | |
|---|---|---|---|
(a) |
No. of complaints pending at the beginning of the year |
8,508 |
512 |
(b) |
No. of complaints received during the year |
4,17,114 |
4,06,998 |
(c) |
No. of complaints redressed during the year |
4,21,299 |
3,99,002 |
(d) |
No. of complaints pending at the end of the year |
4,323 |
8,508 |
Status of Awards passed by the Banking Ombudsman
| Particulars |
31st March, 2020 |
31st March, 2019 | |
|---|---|---|---|
(a) |
No. of unimplemented Awards at the beginning of the year |
Nil |
Nil |
(b) |
No. of Awards passed by the Banking Ombudsman during the year |
2 |
Nil |
(c) |
No. of Awards implemented during the year |
1 |
Nil |
(d) |
No. of unimplemented Awards at the end of the year |
1 |
Nil |
Top 5 Complaints
| SR. No. | Top Complaint Category | # No. | % of Overall Complaints |
|---|---|---|---|
1 |
Transaction disputes at Point of Sale or E Commerce |
135337 |
32% |
2 |
Cash Withdrawal Dispute at other Bank ATM |
92962 |
22% |
3 |
Transaction Processing Related |
30181 |
7% |
4 |
IMPS-UPI Recall or Beneficiary information |
20860 |
5% |
5 |
Cash Withdrawal Dispute at Kotak ATM or details retrieval |
19611 |
5% |
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