Public Grievances Redressal Mechanism

Public Grievances Redressal Mechanism: Public grievance redressal in a time bound manner and improving public service delivery in banking and insurance sectors is one of the key priorities of the Department of Financial Services.

2. All the Public Sector Banks (PSBs), Financial Institutions (FIs) and Public Sector Insurance Companies (PSICs) have policies and mechanisms for redressal of public grievances/customer complaints through their Customer Service Departments. For prompt redressal of public grievances, petitioners are advised to first approach the concerned organizations for resolution of their grievances (3-tier complaint resolution system - Branch Manager- Zonal Manager and – GM Customer Service).

3. In case the complainants are not fully satisfied with the redressal/ disposal of complaints, they may approach the concerned Banking Ombudsman and Insurance Ombudsman for settlement of their grievances through mediation and passing of awards in a time frame. The contact and other relevant details/ information regarding grievance redressal are available in the website links of PSBs/FIs, PSICs, RBI, IRDA and PFRDA are given below.

4. The grievances received in the Department online or by post / manually in the Department are processed and forwarded through CPGRAMS (Centralized Public Grievance Redress and Monitoring System) to concerned organizations for resolution/disposal, monitored and periodically reviewed. As per guidelines/instructions of DARPG the maximum time limit of resolution of a grievance is 60 days. The Portal is accessible at www.pgportal.gov.in.

5. The contact details and information on grievance redressal are available in the website links given on Next Page