GRIEVANCE REDRESSAL POLICY

INTRODUCTION

In the present scenario of competitive banking, excellence in customer service is the most important tool for
sustained business growth. Customer complaints are part of the business life of any corporate entity. The Bank
believes that providing prompt and efficient service is essential not only to new customers, but also to retain
existing customers. The staff at Bank’s branches not only aims to satisfy the Customers but to delight them with
our services. However, some instances of complaints still arise. The policy has been designed to deal with all
such matters.

OBJECTIVE OF THE POLICY

This policy document aims to minimize the instances of Customer complaints and grievances through proper
service delivery and review mechanism and to ensure prompt redressal of Customer’s complaints and grievances.
The review mechanism would help in identifying shortcomings in product features and service delivery to satisfy
the customer.

PRINCIPLES OF THE POLICY

The Bank’s policy on grievance redressal follows the under noted principles:

a) Bank will handle all complaints efficiently, fairly and in a time bound manner.
b) Customers are fully informed of avenues to escalate their complaints/grievances within the organization
and their rights to alternative remedy, if they are not fully satisfied with the response of the bank to their
complaints.

Bank has structured a meaningful and effective mechanism for redressal of complaints and same has been put in
place. It ensures that the redressal is fair and complaint is redressed within the given framework of rules and
regulation. The policy document is available at all branches and the employees are aware about the complaint
handling process. The policy is also hosted on our website.

1. The Customer complaint arises due to:

a. The attitudinal aspects in dealing with Customers

b. Inadequacy of the functions/arrangements made available to the Customers or gaps in standards of
services expected and actual services rendered.

The Customer has full right to register his complaint if he/she is not satisfied with the services provided by the
bank. He/She can give his/her complaint in writing, orally or over telephone. If Customer’s complaint is not
resolved within the given time or if he/she is not satisfied with the solution provided by the bank, he/she can
approach Banking Ombudsman with his/her complaint or other legal avenues available for grievance redressal.

2. Internal Machinery to monitor and review Customer service/grievance

2.1 Customer Service Committee of the Board (CSCB)

The Customer Service Committee of the Board (CSCB) is responsible for improved Customer Service being
rendered to the customer, both as a depositor and also as a borrower in the Bank. This Sub-Committee of the
Board has already formulated a Comprehensive Deposit Policy incorporating the issues such as the treatment of
death of a depositor for operations of his/her account, the product approval process, etc. The Committee
proposes annual survey of depositor satisfaction and the tri-enniel audit of such services. The Committee also
examines any other issues having a bearing on the quality of Customer Service rendered. This Committee also
reviews the functioning of Standing Committee on Customer Service (SCCS).

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2.2 Executive Customer Service Committee (ECSC):

Bank has constituted Executive Customer Service Committee (ECSC) to strengthen the Customer Service
and Grievance Redressal Mechanism and to oversee the performance of the other committees like Branch
Level Customer Service Committee (BLCS) and Standing Committee on Customer Service (SCCS) before
representing to the Customer Service Committee of the Board (CSCB). Also to review the complaints trend,
identify root causes, deliberate and finalise remedial actions.

 In order to further strengthen the Customer Service and Grievance Redressal Mechanism of the Bank, the
Executive Customer Service Committee was formed.
 To ensure level of top management involvement in customer service and customer grievance redressal
issues
 Grievance redressal should be an integral part of the business strategy of the bank.
 To review the complaints trend, identify root causes, deliberate and finalise remedial actions.
 To oversee the performance of the sub committees like Branch Level Customer Service Committee (BLCS)
and Standing Committee on Customer Service (SCCS) before representing to the Customer Service
Committee of the Board (CSCB).
 Meeting of Executive Customer Service Committee (ECSC) will be chaired by EVP / CET member and
consist of various BU Heads.

2.3 Standing Committee on Customer Service (SCCS)

The functions of the committee are as follows:

 Evaluate feed-back on quality of Customer Service received from various quarters. The committee reviews
comments/feed-back on Customer Service and implementation of the Code of Bank’s Commitments to
Customers.
 The Committee ensures that all regulatory instructions regarding Customer Service are followed by the
bank.
 The committee submits report on its performance to the Customer Service Committee of the Board (CSCB)
at quarterly intervals.

Meetings of Standing Committee on Customer Service are attended by Senior Management of the Bank. 3-5
customers are also invited to attend these meetings.

2.4 Branch Level Customer Service (BLCS)

Bank to constitute Branch Level Customer Service Committee headed by Branch head. The Committee may meet
at least once a month to study complaints / suggestions, cases of delay, difficulties faced / reported by customers
/ members of the Committee and evolve ways and means of improving customer service.

The Committee acts as a forum to enable customers meet and interact with the senior officials of the Bank with
the following objectives:

(a) Collect customer feedback on services provided by the Bank

(b) Reduce information gap between customers and Bank
(c) Most importantly build trust amongst customers

The branch level committees may also submit quarterly reports giving inputs / suggestions to the Standing
Committee on Customer Service thus enabling the Standing Committee to examine them and provide relevant
feedback to the Customer Service Committee of the Board for necessary policy / procedural action.

2.5 Nodal Officer and Internal Ombudsman designated to handle complaints and grievances

Bank has appointed the following Senior Executive as the Principal Nodal Officer, who is responsible for the
implementation of Customer Service and complaint handling for the entire bank:

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 Mr. Rakesh Ranjan
Executive Vice President & Principal Nodal Officer
IndusInd Bank Ltd.
PNA House, 2nd Floor, Plot No 57, Near Datamatics 701, Street No 17,
Andheri East, Mumbai - 400093
E-mail: [email protected]
Tel. No.: (022) 6877 9659

To strengthen the Grievance Redressal Mechanism, Bank has appointed a retired senior banker from another
bank as the Internal Ombudsman, who is responsible to examine the Complaints

All unresolved cases will be referred to Internal Ombudsman for further examination before sending the final
response to the complainant.

3. Displays

Bank has made appropriate arrangements for receiving complaints and suggestions and has displayed the
following at all the branches:

 Complaint Redressal Mechanism and Complaint Book

 Name, address and contact number of the Regional Nodal Officers & Nodal Officer at Corporate Office.
 Contact details of Banking Ombudsman of the area
 Code of Bank’s Commitments to Customers
 Fair Practice code

4. Resolution of Grievances

4.1 For Banking Customers

Branch Manager is responsible for the resolution of complaints/grievances in respect of customer’s service by
the branch. He would be responsible for ensuring closure of all complaints received at the branch. It is his
foremost duty to ensure that the complaint is resolved completely to the customer’s satisfaction and if the
customer is not satisfied, then he should be provided with alternate option to escalate the complaint. If the
Branch Manager feels that it is not possible at his level to solve the complaint, he should refer the case to
Regional Operations Head (ROH) or Zonal Operations Head (ZOH) for guidance. Similarly, if ROH or ZOH
finds that they are not able to solve the complaint, such cases should be referred to the Nodal Officer.

4.2 For Stored Value Card (Prepaid Card) customers

Banking and non-Banking customers are issued Stored Value Cards (Prepaid Card). Branch / Contact Centre
are responsible for the resolution of complaints/grievances in respect of such Cards. If Branch / Contact
Centre is unable to resolve the complaint within the stipulated time frame of 7 working days or to the
customer’s satisfaction the case should be referred to the Head – Customer Care for review. Similarly, if
Head – Customer Care finds that he/she is unable to resolve the complaint such cases should be referred to
the Nodal Officer.

4.3 For Credit Card Customers

For Credit Card Customers Cards Services Cell is responsible for the resolution of complaints/grievances in
respect of Credit Cards. If Cards Services Cell is unable to resolve the complaint within the stipulated time
frame of 7 working days or to the customer’s satisfaction the case should be referred to the Head - Cards
Services for review. Similarly, if Head – Cards Services finds that he/she is not able to resolve the complaint
such cases should be referred to the Nodal Officer.

4.4 Micro Finance Customers (including Bharat Financial Inclusion Limited (BFIL) & Other Business
Correspondent customers)

Branch Manager of the Business Correspondent is responsible for the resolution of complaints/ grievances in
respect of the Micro Finance Customers. He would be responsible for addressing and resolving all complaints
received at the branches to the satisfaction of the customers within 7 working days.
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 If the Branch Manager of the Business Correspondent is unable to resolve the complaints within the stipulated
time frame of 7 working days or to the customer’s satisfaction, the case should be referred to Customer
Contact Centre / Grievance Redressal Office of the Bank for review. Similarly, if Grievance Redressal Office,
finds that he/she is not able to resolve the complaint, such cases should be referred to the Nodal Officer of
the Bank. At any of these stages the customer may be provided with the contact details of the next level
escalation handling authority for directly resolving the complaint / grievance.

5. Acknowledgment, Time frames and Escalations: Acknowledgement will be given for all complaints received.

5.1 Banking Customers / Stored Value Card Customers:

Level 1:
Banking Customers and Stored Value Card Customers can lodge complaint at Branch / Contact Centre
as under:

 Register at Branch through complaint register

 Contact the Branch Manager, details available on the website or at the branches.
 Call Contact Center on following nos: 1860 267 7777(India) / +91 22 61553100 / 022 4220 7777
(International)
 Send email to Contact Centre at [email protected]
NRI customers may E -Mail us at [email protected]
Exclusive customers may E-mail us at [email protected]

Level 2:
In case, Branch / Contact Centre are unable to resolve the issue within 7 working days, Customers can
escalate the complaint to the Regional Heads through Head - Customer Care as under:

 Email to [email protected]
 NRI customers at [email protected]
Or
 Write to Head - Customer Care at
Mr. Dickson Baptista
Head - Customer Care
OPUS Center
47, Central Road, Opp. Tunga Paradise Hotel MIDC
Andheri (East)
Mumbai 400093

Level 3:
In case Customer doesn’t receive a response from Head - Customer Care within 7 days, they may
call/write to the Nodal Officer at the address/email/contact nos. provided below:

Mr. Rakesh Ranjan

Executive Vice President & Principal Nodal Officer
IndusInd Bank Ltd.
PNA House, 2nd Floor, Plot No 57, Near Datamatics 701, Street No 17,
Andheri East, Mumbai - 400093
E-mail: [email protected]
Tel. No.: (022) 6877 9659

5.2 Credit Card Customers:

Level 1:
Credit Card Customers can login their complaint relating to Credit cards as under:

 Call Contact Center on following nos.: 1860 267 7777 / 022 4220 7777 (Outside India)
 Email at [email protected] .

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  Write to the Bank’s Credit Card Unit at :
IndusInd Bank Ltd. (Credit Cards division)
PO Box 9421, Chakala, MIDC,
Andheri (E), Mumbai – 400 093.
 Register at the Branch through the complaint register
 Contact the Branch Manager
All the complaints related to Credit Cards will be handled by our Cards Services Cell. If a complaint has
been received, our Card Services Cell will endeavor to send a response within 7 working days from the
date of receipt of complaint.

Level 2:
In case, customers do not receive a response within 7 working days, they may escalate to Head - Cards
Services:

 Email at [email protected] OR
 Write to:
Mr. Pratap Pillai
Head - Cards Services
Naurag Square, Plot No A4,
2nd Floor, Cross Road B,
Andheri East, Mumbai 400 093.

Level 3:
In case customers do not receive a response from Head - Card Services within 7 working days, they may
call/write to the Nodal Officer at the address/email/contact nos. provided below:

Mr. Rakesh Ranjan

Executive Vice President & Principal Nodal Officer
IndusInd Bank Ltd.
PNA House, 2nd Floor, Plot No 57, Near Datamatics 701, Street No 17,
Andheri East, Mumbai - 400093
E-mail: [email protected]
Tel. No.: (022) 6877 9659

5.3 Micro Finance Customers:

5.3.1 Bharat Financial Inclusion Limited (BFIL) Customers:

Level 1:
Customers can lodge complaint with Bank’s contact center. The contact details of the officials/Contact Centre are
available in the Loan Passbook / on the notice board at each branch, as under:

 Contact Centre on no’s: 1800-572-6000 / 1800-599-10000 / 1800-300-10000/ 1800-266-9945

 Email ID: [email protected]

 Write To:
IndusInd Bank Ltd,
3rd Floor, My Home Tycoon, Block A, 6-3-1192,
Kundanbagh, Begumpet, Hyderabad – 500 016
Telangana, India

Level 2:
In case customers do not receive a response from Bank’s Contact Centre within 7 working days, they may
contact Grievance Redressal Office at Bank as under:

 E-mail to : [email protected]

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 Or

 Write to:
Mrs. Rohini Patnala
GRO – INDUSIND BANK
Address: IndusInd Bank Limited,
3rd Floor, My Home Tycoon, Block A, 6-3-1192,
Kundanbagh, Begumpet,
Hyderabad – 500 016
Ph. No: 040-44526090

Level 3:
In case, customers do not receive a response from GRO - INDUSIND BANK within 7 days, they may call /
write to the Nodal Officer at the address /email /contact nos. provided below:

Mr. Rakesh Ranjan

Executive Vice President & Principal Nodal Officer
IndusInd Bank Ltd.
PNA House, 2nd Floor, Plot No 57, Near Datamatics 701, Street No 17,
Andheri East, Mumbai - 400093
E-mail: [email protected]
Tel. No.: (022) 6877 9659

5.3.2 Other Business Correspondent (BC) customers:

Level 1:
Micro Finance customers can lodge complaint with Bank’s Contact Centre. The details of the officials / Contact
Centre of respective BC’s are available in the Loan Pass book / Centre meeting Register and on the notice board
at each BC branch.

 Contact Centre Toll free no -1800 266 9945

 E-mail To : [email protected]

Or
 Write to :
Mr. Durgesh Allurkar
IndusInd Bank Ltd, 3rd Floor,
My Home Tycoon, Above Lifestyle,
Greenlands Road, Kundanbagh,
Begumpet, Hyderabad – 500 016
Ph. No: 040-3935 6472

Level 2:
In case customers do not receive a response from Bank’s Contact Centre within 7 working days, they may
contact Grievance Redressal Office at Bank as Under:

E-mail To: [email protected]

Or
Write to:
Mrs. Rohini Patnala
GRO – IndusInd Bank
Address: IndusInd Bank Ltd
3rd Floor, My Home Tycoon, Block A, 6-3-1192,
Kundanbagh, Begumpet, Hyderabad – 500016
Telangana, India,
Ph No: 040-44526090
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Level 3:
In case, customers do not receive a response from GRO - INDUSIND BANK within 7 days, they may call /
write to the Nodal Officer at the address /email /contact nos. provided below:

Mr. Rakesh Ranjan

Executive Vice President & Principal Nodal Officer
IndusInd Bank Ltd.
PNA House, 2nd Floor, Plot No 57, Near Datamatics 701, Street No 17,
Andheri East, Mumbai - 400093
E-mail: [email protected]
Tel. No.: (022) 6877 9659

5.4 Environmental and Social Impact of our Product & Services:

You may login your complaint, if any, relating to Environmental and Social issues, regarding services provided by
our Bank.

Register at Branch through complaint register - Contact the Branch Manager, details available on the website or
at the branches.

Call Contact Centre on following Nos: 1860 267 7777/022 4220 7777 (Outside India) Or Send email to Contact
Centre at [email protected]

In case, Branch / Contact Centre are unable to resolve the issue within 7 working days, please escalate the same
to the Regional Heads through Head - Customer Care as under: [email protected] and / or
[email protected].

Customer Care at Mr. Dickson Baptista Head - Customer Care OPUS Center 47, Central Road, Opp. Tunga
Paradise Hotel MIDC, Andheri (East), Mumbai 400093

Nodal Officer

Our Nodal Officer will endeavor to resolve the issue to the Complainant’s satisfaction within 7 working days. In
case, the complaint needs more time to examine, the complaint shall be acknowledged by explaining the need for
more time to respond.
All unresolved cases will be referred to Internal Ombudsman for further examination before sending the final
response to the complainant.

Internal Ombudsman (IO)

Bank will internally escalate all cases that are rejected/ partially rejected to Internal Ombudsman (IO) for his
independent review.

The final response to customer for such cases will be sent by the Bank only after examination by IO and the fact
that the response has IO concurrence will be mentioned in the response to customer.
If the complaint is not resolved within 30 days from the lodgment of the complaint or if the complainant is not
satisfied with the response, he/she can approach the office of the Banking Ombudsman, appointed by Reserve
Bank of India.
Integrated Ombudsman Scheme, 2021
We have displayed on our website and in all our branches a Notice explaining that we are covered under the
Integrated Ombudsman Scheme, 2021 of the Reserve Bank of India. The contact details of Regional Manager,
Bank’s Nodal Officer and Banking Ombudsman are prominently displayed on the notice board at branch. A copy
of the Scheme is available at the Branches and availability of the Scheme is also displayed at the Branch Notice
Board. The Scheme is also displayed on Bank’s website. If a complainant has any matter that he/she would like
to report to the Banking Ombudsman, he / she may contact the Branch Head for details. Please mention your full
name, address and other contact particulars in the complaint letter.

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Contact details of the Central BO Office:

Address: Centralised Receipt and Processing Centre (CRPC),

Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017
Online Portal: https://cms.rbi.org.in
Email Id: [email protected]

In case complainants have any queries on RB-IOS or desire information relating to their complaints lodged
through the above methods, can reach the Contact Centre of RBI at toll-free #14448 (currently available from
9:30 am to 5:15 pm on working days) in Hindi, English and nine regional languages (Bengali, Gujarati,
Kannada, Odia, Malayalam, Marathi, Punjabi, Tamil and Telugu).
6. Interaction with Customers
The bank recognizes that Customer’s expectation/requirement/grievances can be better appreciated through
personal interaction with Customers by bank’s staff. Structured Customer meets are held at all the branches once
in a month and their feed back/suggestions for improvement in Customer Service are received. The feed back
from Customers is used as a valuable input for revising product and services to meet Customer requirements.
7. Sensitizing operating staff on handling complaints
Staff at the branches has been properly trained for handling complaints. They always deal with the Customers
with an open mind and win their confidence with a smile on the face. Nodal Officer ensures that internal
machinery for handling complaints/grievances operates smoothly and efficiently at all levels. Nodal Officer gives
feed back on training needs of staff at various levels to the HR Dept.

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