Re : Financial inclusion : Engaging services of Business Correspondents and Business Facilitators : Grievance Redressal mechanism
Dena Bank is laying emphasis to include the unbanked and underbanked rural populace into the banking fold towards inclusive growth.
The Bank is implementing an IT enabled financial inclusion project with Zero Micro Saving & Support Foundation as a BC and M/s A Little World Pvt. Ltd. as technology provider.
The said pilot project is being implemented through our branches in the UT of Dadra & Nagar Haveli where the district administration has assigned the entire work of payment of wages under NREGA. Besides, another pilot project is being implemented through our branches in 2 blocks each of Banaskantha & Kutch districts. The total number of branches involved are 16 covering 135 villages.
Mechanism for redressal of grievances in respect of services rendered by Business Correspondents (BCs) / Business Facilitators (BFs) :
As per the directives of RBI, the Bank has put in place following Mechanism for redressal of grievances in respect of services rendered by Business Correspondents (BCs) / Business Facilitators (BFs):
It will be the endeavor of the bank to redress the grievances of the customers within 7 days. The complainant may approach the Branch Manager of the Base branch of the bank for redressal of his grievance. The Branch Manager of Base Branch shall ensure to resolve the grievance of the customer within stipulated time frame for redressal of grievances.
In case, the complaint is not resolved within 7 days, then he / she may approach the concerned Zonal Manager.
In case, the Zonal Manager is not able to resolve it within a reasonable time , then the complainant may approach General Manager (Gujarat) in the state of Gujarat. Address and Contact number of General Manager Gujarat is as under
In case the complainant does not get a satisfactory response from the Base Branch / Zonal Office/ GM's office in Gujarat, or for other states, he / she may approach Head Office for redressal of his grievance/s at following address.
General Manager (FI) Dena Bank Dena Corporate Centre C - 10, G-Block, Bandra Kurla Complex , Bandra (E) Mumbai - 400 051 022-26545551, 26545587 Email email@example.com
If a complainant does not get satisfactory response from the bank within 60 days from the date of his lodging the complaint, he will have the option to approach the Office of the Banking Ombudsman concerned for redressal of his grievance/s