Each level has a defined turnaround time for resolution. As a Bank, we are keen to resolve customer concerns adequately. To this effect, repeat complaints at the front-end channels would be handled by the next level. Axis Bank is also available for our customers on social platforms primarily like Facebook, Twitter and Instagram as a level one touch point. Hence, we request our customers to connect with us only using the private message option and by providing the registered contact details.
Responses to customers are also not posted on the common wall of the social media platform and are shared via private message option that will only be visible to the customer. Bank has a mechanism for an independent review of all disputes related to alleged fraud by the customer.
In case a fraud is established on account of employee action, suitable staff accountability action is taken. Bank has a detailed and comprehensive Board approved policy on fraud management and reporting.
For Digital Payment alerts, the team approaches the customer for transaction confirmation either through:. The Bank offers a range of products and services across a broad spectrum including third party products. Axis Bank is a distributor of third party products Insurance, Mutual Funds and as applicable. All customer complaints alleging mis-sell of any products including Third party products are reviewed by an independent investigation team.
Based on the outcome. These logics are derived by analysing the data on actual mis-sell complaints received in the past. This proactive trigger mechanism has been built in system to monitor compliance of sell norms and guidelines. The Bank, at times receives customer complaints which require legal opinion as there is a likelihood of customer approaching legal forums or there is a dispute between account holders leading to litigation.
The Legal Department examines the complaint on the basis of details provided and extends expertise and support in providing necessary legal inputs on the draft to respond suitably to such complaints. The Bank follows the regulatory guidelines with respect to fair practices with regards to collection of dues and repossession of underlying security. We do not adopt any coercive practices and keep a close watch on the activities done by the collection agencies as their activities are calibrated from time to time.
Customer complaints relating to behaviour of collection agencies are taken seriously and if there is any concern on the behaviour of the agent, Bank immediately takes action as per the consequence management grid that is in place.
Bank has also built an in-house training vertical which periodically provides training to Call Centre and our own Bank staff. Treds and Freecharge. Customer complaints related to these subsidiaries are forwarded to the customer care of the respective subsidiary for resolution.
Bank has a dedicated Investor Grievance redressal cell under the guidance of the Company Secretary. All investor grievances are forwarded to this cell for adequate redressal. Any Process Improvements identified are also tracked for effective implementation and sustainability. Training modules and certifications will be undertaken to ensure the front line personnel are aligned to the stated objectives. Periodic refresher trainings will also be conducted on these areas and the effectiveness of these will be evaluated.
Bank believes in ensuring accuracy of data and will review this with focus on the following elements:. Review of accuracy of logging of Requests and Complaints 2. Review of adherence to TAT 3. Review of increased or repeat instances of customer complaints:. Bank will set in place a review mechanism to various Senior Management Committees on indicators such as:. Number of customer complaints 2. TAT adherence 3. Complaints escalated to the Banking Ombudsman and Awards issued.
Mis-sell complaints 5. Top areas of complaints 6. Qualitative analysis on the Root Cause of Complaints and corrective and preventive actions taken thereof. Complaints Turnaround Times 2. Roles and Responsibilities of Principal Nodal Officer. Open navigation menu. Close suggestions Search Search. User Settings.
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Related titles. Carousel Previous Carousel Next. Jump to Page. Search inside document. Introduction Customer centricity is the core of the five values of the bank.
Objective This note is being designed with a view to achieve the below objectives: 1. Medicinal drugs and other products in a pharmacy should be updated to assure that customers receive effective products and not those nearing the expiration dates. The appropriate medicine should be given to the customer to avoid having the pharmacy face complaints and problems. If a wrong medicine has been sold or an expired product has been given to the customer, the probability of dealing with a pharmacy complaint will be greater.
The customer must indicate his contact information on the form for the pharmacy to be able to reach and inform the customer about the possible solution for the stated complaint and issues. Service providers. Regardless of the type of service request required by a customer, the provider must make sure that the customer will receive an exemplary service from him. Service providers may present a service customer complaint form to their clients and customers who are not satisfied and have reported issues to their management.
The service form will indicate the name of the staff who granted the service to the customer, the service type requested, the details of when the incident happened and facts which can aid a resolution for the complaint.
Vehicle operators. A vehicle service operator is assigned to deliver products to his customers, or send his clients home by using a bus service.
Nonetheless, these operators and drivers must promote safety and vigilance throughout their work to secure that there will not be a single accident that his customers, passengers, and his company will have to deal due to their recklessness.
With a vehicle customer complaint form, the customer will be able to state the name of the driver during the trip or the journey, the main issue of his or her complaint, and his or her basic data to inform the authority about his or her identity. Product manufacturers. Products can either be consumed immediately or considered as dry goods such as personal hygiene materials and machines.
Manufacturers of these products have a product customer complaint form for their clients, partners, and their everyday customers. Security providers. Talking to the security personnel may be the first thing that an unsatisfied customer can do. However, some instances may require the use of a particular form to legally submit the complaint to the management.
A formal letter of acknowledgement will be sent to the customer after the submission of the form for the customer to know that his concerns have been taken cared of and will be addressed accordingly to their rules and regulations. Medical institutes and laboratories. Medical laboratories such as diagnostic labs have customers from varying age groups and companies. With this, a medical customer complaint form can be used for writing or enlisting the issues faced by the customer as services were served to him.
A purchase receipt number will be included on the form to have a reference number for the complaint. The customer can also indicate his choice of whether he prefers to be notified if a corrective action has been taken or not. Using a customer complaint form will not only benefit the company who presented the document but also the customers and their clients, because it could be a tool for customers to express their concerns, issues, grievances, pain and unsatisfactory experiences to the company in a formal way.
The complaint form will also allow the company and the management to record each subject of the complaint and include it in their monthly meeting. With this, they can acknowledge the number of complaints and determine whether there are improvements in handling the complaints or if there had been repetitive complaints from their customers.
This refers to the personal information of the customer such as his or her name, address and other data which can aid in identifying him or her as the complainant.
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