Dissemination of Information: The bank has adopted Fair Practice Code, Model Deposit Policy and other Customer-oriented policies for fair and impartial banking practices and the information is on display on the bank's web site. The public can ascertain the prevalent interest rates, service charges and various other charges from the branch staff and are free to take informed decisions.
Notice Board: The interest rates on deposits are displayed prominently at the branches and Extension counters. A notice board is provided in the branch wherein the modifications to the products/services and bank's information of public interest will be displayed for the benefit of the public.
Customer Fortnight: The branches of the bank observe customer fortnight once in a year with a view to specifically focussing on the customer needs.
Customer Day: All the branches and Regional Offices of the Bank observe 15th of every month as Customer Day and the branch head/ heads of ROs are available between 3.00 PM and 5.00 PM on that day to hear and redress customer grievances. If 15th day happens to be a holiday the Customer Day will be observed on the succeeding working day.
Customer Meet: All the branches organise a Customer Meet once in a year to provide a public forum for customers to offer their suggestions on the working of the branch/bank.
May I Help You Counter: May I Help You counters are provided at select branches to provide assistance to the customer in carrying out various banking transactions and to provide the necessary information on the bank's products and services.
Immediate Credit of Outstation/Local Cheques: The Bank extends immediate credit to the accounts of the customers for the local/outstation cheques up to Rs.15,000/= on payment of normal collections charges after satisfying about the proper conduct of the account.
Confidentiality of Dealings: The information related to transactions/ dealings/accounts of the public with the bank will be kept confidential unless such information requires disclosure by law.
Acceptance of Small Denomination Notes: The branches accept the small denomination of notes form the customers for issue of drafts etc. and no extra charges are levied for such acceptance.
Customer Service Committee: All the branches and Regional Offices/General Manager's Offices constitute customer service committees for studying the complaints, suggestions, difficulties faced by the public and suggest ways and means for improvement in the quality of service rendered to match the expectation of the public.
Complaint/Suggestion Box: A complaint/suggestion box is installed at prominent place in the branches/Extension Counters for the convenience of the public for making suggestions or for lodging complaint or for outlining the perceived deficiencies. The box will be opened every day and the suggestions/complaints will receive immediate attention by the bank officials.
Complaint Book: A complaint book is available at all branches/offices to facilitate lodging of complaints by the public.
Display of Boards: The name and address of the Appellate Authority who can be approached for redress of the grievances is prominently displayed at all branches and offices. The address of the office of Banking Ombudsman having the respective jurisdiction facilitating resolution of customer complaints is also displayed on the board.
Redress of Grievances: The bank has constituted customer grievance redressal cells at all Regional Offices, General Manager's Offices and at Corporate Office Bangalore to ensure prompt redress of customer complaints. The Cells besides reviewing the grievances of the constituents, also implements steps for the betterment of the customer service in the operational area. The outline of grievance redressal mechanism is as under: