THE HIMACHAL PRADESH STATE COOPERATIVE BANK LTD
HEAD OFFICE, THE MALL
SHIMLA -171001 

Head Office General Circular No.  84 /2006

Reg:     Improving Customer Care Services – establishment of Customer Care- Cum- Redressal Cells .

Dear Customer,

We at The Himachal Pradesh State Co-operative Bank Ltd. are committed to serve you to your satisfaction and make your experience of patronizing H.P.S.C.B. an enjoyable one. However, should you feel that any of our services are not up to the mark and wish to lodge complaint, we welcome it. Our endeavor shall be to Convert Your Complaint into a Compliment.

As you are aware that customer is that nucleus around which present whole business revolves. Today’s market is customer oriented and it is the customer who would decide about banker to buy any product or service based on level of satisfaction he/she expected to derive from a bank. Customer satisfaction as such has gained much importance today than ever before.

Though most of the incumbents and staff posted at different branches of the bank are quite conscious about their responsibilities in this context, yet a few are not concerned at all & thus causing harm to the interests of the bank.

With this backdrop, in order to improve further Customer Care Services in the bank, it has been decided by the management to establish a mechanism for the Redressal of grievances of customers so as to improve the image of the institution. It also   aims at taking into account suggestions rendered by the customers regarding our product & services. The system would take note of those officials who are found to have deviated deliberately from the instructions causing harm to the reputation of the bank and to bring them to book.

The matter may be brought to the notice of the concerned Manager for its immediate REDRESSAL. Kindly obtain the complaint form from the branch and submit it against acknowledgment.

OR simply click here download the application form.

CONSTITUTION OF CUSTOMER CARE CELLS

A)  AT EACH BRANCH:-

i) The Manager of the Branch is the initial Redressal Officer & as such shall immediately on receipt of any complaint against the staff working with them, enquire into the matter in detail and try to solve the problem keeping in mind the satisfaction of the customer. In case of any dispute requiring intervention of District Office /Head Office, the matter along with statements of parties & own comments shall be referred to the concerned. The staff working in the branch should be sensitized in this context.

ii) A complaint & suggestion Box ( whose detailed instructions have already been issued by the H.O. shall be installed at an appropriate place in the branch. If a customer require paper/pen for making a complaint, the same may also be provided.

iii) Two posters have been prepared to make the customers aware in this regard which will be supplied to the branches shortly by the Head office. The same shall be displayed prominently in the branch having clear look by each visiting customer.

B)  At District Level

i) A Customer care Cell has been established at District Office Level and the District Manager has been designated as District Level Grievances Redressal Officer. He shall on receipt of any complaint against any Officer/official of the Branch & district office  shall enquire into the matter in view of gravity of the complain and try to solve the problem as early as possible but in no case later than 15 days. The outcome & action taken on complaint shall be conveyed to the party with a copy to the Head Office. The cases requiring intervention of Head Office shall be referred with all details along with report of the D.M.

ii) A poster as is being supplied by the H.O.  shall be displayed prominently having clear look by the each visiting customer. 

B) At Head Office Level

i) A Customer care Center has been established at Head office within Branch Control Section. The cell shall also be headed by the Manager of BRCTL and he shall on receipt of any complaint against any Officer/official of Head office/District Office / Branch office as are received through D.M./B.M. or directly shall put up the same to the authorities enabling them to take appropriate action/decision in the matter. Any enquiry may be ordered into a matter if so necessitated/warranted. The action on complaint shall be taken and conveyed to the party within 30 days from the date of complaint positively.

ii) The Managing Director Bank would be the Chief Redressal Officer (CRO)  & General Manager as Dy. Chief Redressal Officer ( DCRO). Any complaint shall immediately be processed & taken by the Manager of the Cell directly & confidentially to the DCRO( G.M ) & CRO ( MD) to ensure its disposal within stipulated time of 30 days. The Manager may take assistance from one official posted in the BRCTL. The whole process must be in a fair & confidential manner & done with aim to increase credibility of the organization in the eye of its customers. All the complaints  must to responded within time. Where a matter pertains to Vigilance, the complainer must be informed in this regard while handing over the issue to the Vigilance Cell.     

The posters prescribed by the bank for awakening the visiting customers/staff shall also be displayed at each Department/Section/ Cell at Head.

All the incumbents of Branches, District Offices & Department/Sections/Cells at Head office are advised to take strict note of the instructions in letter & spirit. It shall be kept in mind that anyone playing with the financial interests of the Bank shall not be spared and shall be proceeded against in terms of provisions of Bank’s Service Rules framed & amended from time to time. As such all staff must understand the importance of the customer care and improving behavior to sustain in this competitive market.