IDBI BANK

The Industrial Development Bank of India Limited commonly known by its

acronym IDBI. It is one of India's leading public sector banks and 4th largest
Bank in overall ratings. RBI categorized IDBI as an "other public sector bank". It
was established on July 1, 1964 by an Act of Parliament .The main aim behind
setting up of IDBI was to provide credit and other facilities for the Indian industry,
which was still in the initial stages of growth and development.
IDBI Bank Ltd. is a Universal Bank with its operations driven by a cutting edge
core Banking IT platform. The Bank offers personalized banking and financial
solutions to its clients in the retail and corporate banking arena through its large
network of Branches and ATMs, spread across length and breadth of India.
IDBI Bank is the youngest, new generation, public sector universal bank that
rides on a cutting edge core banking Information Technology platform. This
enables the Bank to offer personalized banking and financial solutions to its
clients. The Bank had an aggregate Balance sheet size of Rs.3,56,031 crore
and total business of Rs.4,68,213 crore as on March 31, 2015. IDBI Bank's
operations during the financial year ended March 31, 2015 resulted in a net profit
of Rs. 837 crore.

Institutions built by IDBI bank:Some of the institutions built by IDBI are the National Stock Exchange of India
(NSE), the National Securities Depository Services Ltd (NSDL), the Stock Holding
Corporation of India (SHCIL), and IDBI BANK, which today is owned by the Indian
Government, though for a brief period it was a private scheduled bank.

Subsidiaries of IDBI Bank:IDBI Bank has the following subsidiaries:

IDBI Capital Market Services Limited

IDBI Home Finance Limited

IDBI Intech Limited

IDBI Gilts Limited

Vision
To be trusted partner in progress by leveraging quality human capital and
setting global standards of excellence to build the most valued financial
conglomerate

Products and Services offered by Bank:Personal Banking:

Deposits

Loans

Payments

Investments Advisory

Cards

Institutional Banking

24 Hours Banking

Other products
o

Lockers

India Post

Preferred Banking

NRI Services

Capital Market

Corporate Banking:Following products and services are offered by IDBI Bank for the corporates:
o

Project Finance

Infrastructure Finance

Working Capital

Trade Finance

Tax Payments

Derivatives

SME Finance:Following SME Finance products are offered by the IDBI Bank:

Dealer Finance

Direct Credit Scheme - SIDBI

Preferred customer scheme - IDBI Bank / SIDBI

Lending Against the Security of Future Credit Card Receivables

Other:

Agri-business Products

What is the complaint escalation process/mechanism?

You can register your grievance through channels viz. Phone Banking, Branch,
SMS IDBICARE to 9220800800, Website, Emails and Letters. If you have a
grievance, please share it with us through the following four-tiered process:
Tier I
You may file a complaint at the branch level/ call us/ write to us.
Option 1. Speak to our Phone Banking Officials
Option 2. Fill an Online Complaint Form
Option 3. Write to us at www.idbi.com
When a complaint is registered through any one of the above channels, a unique
Complaint ID will be generated. In case of non-receipt of reply within 8 working
days of your registering the complaint or unsatisfactory reply, you can escalate
your complaint to Tier II, using your Complaint ID.

Are any turnaround times assigned for complaints?

The Bank will adopt the following escalation matrix for the resolution of all
complaints:

Is there any Regulatory framework to address unresolved complaints?

The customer has full right to register his complaint if he is not satisfied with the
services provided by the Bank. If the customers complaint is not resolved within
given time or if he / she is not satisfied with the resolution provided by the Bank,
he / she can approach the Chief Customer Service Officer (CCSO) of the Bank
with his complaint, before approaching Banking Ombudsman, RBI or other
statutory / regulatory avenues available for grievance Redressal.
Aggrieved customers may approach the BCSBI, if the complaints in respect of the
non-compliance of the BCSBI Code remain unresolved after escalating to the
Chief Code Compliance Officer (CCCO) of the Bank. Chief Grievance Redressal
Officer (CGRO) will act as the CCCO of the Bank as well.
In case, a complaint remains still unresolved, it could be escalated to Chief Code
Compliance Officer of the Bank. The names, address and contact numbers of
Code Compliance Officers and Chief Code Compliance Officer are available on
Banks branch as well as on Banks Website www.idbi.com.

Who is primarily responsible for complaint resolution?

Branch Manager would be responsible for ensuring closure of all complaints

received at the branches. It is his foremost duty to see that the complaint should
be resolved completely to the customers satisfaction and if the customer is not
satisfied, then he should be provided with alternate avenues to escalate the
issue. If the branch manager feels that it is not possible at his level to solve the
problem, he should refer/escalate the case to GRO at the Zonal level. In case, a
complaint remains still unresolved, it could be escalated to CGRO at CCC,
Corporate Centre.

Is there a formalised policy document / manual on complaints?

Yes. IDBI Bank Ltd. Grievance Redressal Policy 2014

How is compensation decided and paid to customers?

It is according to Bank Compensation Policy. In the extraordinary circumstance of

the Banks action / service leading to any financial loss to the customer, the Bank
will compensate the customer for the financial loss. Towards this end, the Bank
has formulated a Loss Compensation Policy that gives the rights and
responsibilities of the Customer and Bank, in matters relating to compensation
for the loss, if any, incurred by the customer in their day to day operation with
the Bank.
ATM Failure
Bank would reimburse the customer, the amount wrongfully debited on account
of failed ATM within a maximum period of 7 working days from the receipt of the
complaint. For any failure to re-credit the customers account within 7 working
days from the date of receipt of the complaint, Bank shall pay compensation of
Rs.100/- per day to the aggrieved customer. This compensation shall be credited
to the customers account automatically without any claim from the customer,
on the same day when Bank affords the credit for the failed ATM transactions.

How does this Company handle complaints received from its customers?

The Bank takes steps to ensure that the staff manning positions in the Customer
Service Department in the Bank receives specialised training so that the
customer complaints are professionally handled and there is no cause for
customer dissatisfaction. The Bank has been providing dedicated customer
service excellence programmes for its employees handling customer service in
branches. Officers from the Bank's Customer Care Centre are nominated to
external training programmes to bring in industry best practices. The Bank has
also been providing product specific trainings for outsourced associates deployed
for telephone banking services, who handle customer queries.

AYUSH JAIN
15005
SECTION A
Complaint Management System