Disclosure of complaints as of 31.03.2007

Sub : Analysis and disclosure of complaints /unimplemented awards of Banking

Ombudsman as of 31.03.2007

Customer Complaints :

a	No. of complaints pending at the beginning of the year	96
b	No. of complaints received during the year	1073
c	No. of complaints redressed during the year	1055
d	No. of complaints pending at the end of the year	114

B. Awards passed by the Banking Ombudsman :

A	Customer Complaints	Total
a	No. of unimplemented awards at the beginning of the year	2
b	No. of Awards passed by the Banking Ombudsman during the year	16
c	No. of Awards implemented during the year	16
d	No. of unimplemented Awards at the end of the year	2*

(* Both these cases are sub-judice in different court of law )

Analysis of complaints received from April -2006 to March, 2007

Category	Pending March - 2006	Number of complaints received	Total	Redressed during the year	Pending March - 2007
(i) Bills Business/Cheques Collection	13	76	89	74	15
(ii) Delay-Non-sanction of loans	11	203	214	193	21
(iii) Misbehavior by staff	02	42	44	41	03
iv) Harassment in transaction & bad Customer Service	07	101	108	101	07
(v) Excess bank charges/less payment of interest in FDR	-	24	24	19	05
(vi) Delay in emittance/collection	-	29	29	29	00
(vii) Delay in transfer of accounts	05	26	31	28	03
(viii) Delay in completion of passbook	10	30	40	35	05
(ix) Delay in payment of interest	06	23	29	23	06
(x) Discrepancy in account	07	52	59	54	05
(xi) Non-compliance of standing instruction	02	34	36	33	03
(xii) Alleged frauds	04	35	39	39	00
(xiii) Delay in settlement of deceased claims	05	63	68	62	06
(xiv) Others including claims for waivement of loan amount and/or interest	24	335	359	324	35
Total	96	1073	1169	1055	114

Asstt. General Manager

(Pub &PR )