General Management of Branches
- a) The Bank will provide infrastructural facilities to branches by bestowing particular
attention to providing adequate space, proper furniture, drinking water facilities etc.
b) Bank will provide enquiry counters at the branches for guiding customers.
c) Bank will display indicator Boards in English & Malayalam at the counters. Business
posters will be in English and Regional Language.
d) Use English and Malayalam in transacting business with customers including
communications to customers.
e) Review and improve upon the existing security system of the branches so as to instill
confidence amongst the employees and the public.
f) Train the staff in line with customer service orientation. Training in technical areas of
banking to the staff at delivery points.
g) Senior Officials from controlling office and Head Office will visit branches at periodical
intervals for on the spot study of the quality of service rendered by the branches.
Customer Service: Institutional Framework
- Matters relating to customer services will be deliberated by the Board to ensure that the
instructions of the regulators are implemented meaningfully. Commitment to hassle-free
service to the customer at large and the common person in particular will be under the
overall supervision of the Board.
Monitoring the Implementation of the Awards under Banking Ombudsman Scheme:
- Bank will ensure that the Awards of the Banking Ombudsman are implemented expeditiously
and with the active involvement of the Top Management. Further with a view to enhance the
a) Bank will place the awards given by the Banking Ombudsman before the Board to
enable them address the issues of systemic deficiencies, if any, existing in the bank
brought out by the awards and
b) Place all the awards remaining unimplemented for more than three months with the
reasons thereof before the Board to enable them to take remedial action.
Branch Level Customer Service Committees:
- In order to encourage a formal channel of communication between the customers and the
bank at the branch level, the Bank will take necessary steps for strengthening the Branch
level committees with greater involvement of customers. Branch level Customer Committee
will meet at least once in a month to study the complaints/ suggestions and evolve ways
and means of improving customer service.
Nodal Department/Official for Customer Service:
- Planning & Development Wing will be the Nodal Department for customer service and
General Manager, overseeing Planning & Development will be the Nodal Official for customer
service at Head Office. At the Regional Office, the Regional Manager will be the Nodal
Official for customer service.