Southern States
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Tamil Nadu-Chennai
Open house to tone up banks' grievance redress mechanism
By Our Special Correspondent
CHENNAI, JAN. 21. An open house for customers of 29 public sector and a few private banks was held in Chennai on Monday, as part of a combined effort by the bank managements to tone up their grievance redress mechanism.
The Customer service Centre, a concept promoted by all the bank managements over 15 years ago mainly to review issues concerning customer interface, decided to conduct the open house mainly as a measure to review the ways customer complaints were redressed, said officials of Indian Overseas Bank, which is the `lead' bank for the Centre in the region.
The day's session was open to customers of bank branches throughout Chennai.
The customers, who attended the session, were first given a form to fill in their suggestion, complaint or grievance.
These slips were then passed on to the officials of the bank concerned.
The IOB's executive director, R. Natarajan, and General Manager in charge of the CSC, S. S. Sharma, said on-the- spot solutions were provided wherever possible and others would be attended to and reply posted within three days.
The CSC was also an apex level centre to receive complaints that remained unsolved at the local or bank level.
According to Mr.Sharma, the customer-driven approach had helped the cell to attend and solve all the pending complaints.
Customers submitting their grievances and suggestions at an open house organised by commercial banks at Kamarajar Arangam on Monday. - Photo: V. Ganesan
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