Axis Bank

Registration and Escalation of Complaints

4.1. Registration

4.1.1     Domestic Retail Customers  

To facilitate faster and complete resolution of complaints, the complaint letter / email should contain -

a)    Complainant’s name, address and contact details (e-mail id, phone / mobile numbers etc.)

b)    Relationship information such as Customer ID/ Account number / Credit Card number/

Application number.

c)    Reference number of any previous complaint/ request lodged, if any.

d)    Details and nature of the complaint.

e)    Name of branch /ASC or any other customer touch point accessed by the customer,

f)     if any, prior to lodgment of the complaint.

g)    Copies of supporting documents, wherever applicable.

The following channels are available for registration of complaints -

i. Branches:  Visit any  branch  to  register  complaints either  in  the  Complaint Register available at all branches or directly with any branch official.

 ii.                    Asset  Sales  Centre  (ASC)  for  Loans:  Visit  ASCs  to  register  Retail  Loans  related complaints. The       list        of         ASCs    is          available         on        our       webpage http://www.axisbank.com/retail-assets-centers.aspx

iii.         Phone banking Centre: Call on Bank’s toll free numbers 24 x 7 at 1800-233-5577,

1800-209-5577, 1800-103-5577 or 022-27648000 (chargeable and accessible from anywhere outside India as well) for Banking and Credit card Queries.

For Loans queries you may call the Bank’s toll free numbers between 9 A.M. to 9 P.M. from

Monday to Saturday. (Except on National Holidays).

iv.        Submit online by selecting option ‘Complaints and Grievance Redressal’ on home page of

Bank’s website www.axisbank.com.

v.         Email to dedicated email ids:

1.   customer.service@axisbank.com for Liabilities Account related issues

2.   loans@axisbank.com for Retail Loans related issues

3.   creditcards@axisbank.com for Credit Card related issues.

vi.        Internet Banking: Selecting ‘Queries/ Complaints’ under ‘My Mails’ option on Internet

Banking.

4.1.2    Domestic non-Retail Customers

Complaints pertaining to the following Domestic Non retail customers can be lodged by-

(i)              Clicking on the respective links available on the website http://www.axisbank.com/WebForms/grievance-redressal/corporate-concerns.aspx

     Large Corporate Borrowal Accounts

     Mid Corporate Borrowal Accounts

     SME Corporate Borrowal Accounts

     Agri (Corp) / MFI Borrowal Accounts

     Capital Market Funding & PCM Accounts

(ii)             Sending email to the dedicated email ID corporateservice@axisbank.com

4.1.3. Customers of Overseas Branches & Representative offices

To facilitate faster and complete resolution of complaints, the complaint letter / email should contain -

a.    Name, address and other contact details like e-mail id, phone / mobile numbers etc.

b.    The relevant account detail like account number, nature / type of account.

c.     Details and nature of the complaint.

d.    Reasons of making the complaint.

e.     Name of the staff member the customer was dealing with.

f.      Copies of supporting documents where applicable.

The Chief Executive Officer of the Branch / Chief Representative of  the Representative office is the designated  Complaints  Handling  Officer.      The Branch / Representative Office, if it is mandated by local regulations, should advise the Local Regulator about his / her role as the Complaints Handling Officer.

Details  of  the  Complaint  Handling  Officers  at  our  overseas  branches and  offices  are  given  in our website.

The Chief Executive Officer / Chief Representative are responsible to ensure that all complaints received are recorded in the Bank’s software. Any complaints through any channel other than received directly into the software will have to be manually entered into the software by the Complaints Handling Officer along with scanned copies of all relevant documents. All emails will be auto-acknowledged by the software where the reply will directly go to the email ID from which the compliant is received. In other cases, the acknowledgment can be sent to an email ID, if provided in the complaint, or printed and sent manually to the complainant. 

The complaint registers are checked by the Circle RBO Head during the structured visit. While reviewing emphasis should be given on whether the complaint handling procedures fulfil the stated aims of the policy and that the procedures are operating effectively.

4.1.4 National Pension Scheme (NPS) Subscribers

Complaints can be lodged by NPS subscribers t h r o u g h -

i.          Online mode:

     CGMS (Centralised Grievance Management System) of CRA_NSDL

ii.         Physical Mode:

     Through letters on below mentioned address of NPS Trustee bank.

Name of Grievance Redressal Officer: Rishi Kesh Kumar Singh Contact No.:022-71315875 Address: Axis Bank Ltd.

Centralised Collections and Payment HUB (CCPH),

5th FLOOR, Gigaplex, Building No. 1, Plot No.I.T.5,

MIDC, Airoli Knowledge Park, Airoli, Navi Mumbai - 400708.

iii.        Electronic Mode:

     Through e-mails on below mentioned e-mail IDs

Name of Grievance Redressal Officer: Rishi Kesh Kumar Singh

Email ID: npstrust@axisbank.com

4.2. Escalation

The Bank shall strive to resolve the complaints at the various touch points itself within the stipulated timelines. In addition, a complaint escalation mechanism would be made available for customers to highlight any delay / deficiency in resolution.

4.2.1 Domestic Customers

Accordingly, in case a customer is not satisfied with the resolution provided or if a complaint is not

resolved  within  10  days  of  its  lodgment  or  within  defined  turnaround  time  communicated, the complaint may be escalated to the Nodal officer of the Bank.

4.2.1.1. Level 1 : Nodal Officer

Write	Email	Call
Mr. Ashok Ramakrishnan Nodal Officer Axis Bank Ltd, NPC1, 5th Floor, "Gigaplex", Plot No I.T.5, MIDC, Airoli Knowledge Park, Airoli, Navi Mumbai-400708.	nodal.officer@axisbank.com	Ph. 91-22-71315288 Timings: 9.30 am to 5.30 pm Monday to Saturday (except 2nd and 4th Saturdays and Banking Holidays).

4.2.1.2. Level 2: Principal Nodal Officer

If a customer is not satisfied with the response received from the Nodal officer or has not received a response from the Nodal officer within 10 days, the complaint may be further escalated to the Head – Customer Service.

Write	Email	Call
Mr. N  Krishnakumar  Sr. Vice President Axis Bank Ltd. Corporate Office, Axis House Wadia International Centre, Pandurang Budhkar Marg, Worli, Mumbai – 400 025.	pno@axisbank.com	Ph. 91-22-24252525 Timings: 9.30 A.M. to 5.30 P.M. (Monday to Friday) Except Saturdays & Banking Holidays

             

4.2.1.3  Level 3 : Internal Ombudsman (Chief Customer Service Officer):  

In line with the instructions from the Reserve Bank of India, cases where the Bank decides to reject a complaint and/or decides to provide only partial relief to a complainant, are referred to the Chief Customer Service Officer (Internal Ombudsman) for examination.

4.2.1.3. Level  4 : Banking Ombudsman

In the unlikely event of a customer not receiving a response within one month from the date of lodgment of  the  initial  complaint, or  in  case  of  dissatisfaction with the  response given  by  the Bank, he may approach the Banking Ombudsman. The details of the Banking Ombudsman are available on the Bank’s website (http://www.axisbank.com/bankingombudsman.aspx) as well as on website of RBI.

The  Bank  has  also  appointed Regional Nodal  Officers, as  mandated by  the  RBI  under  the  Banking Ombudsman Scheme, 2006. Details of Regional Nodal Officers are available on the Bank’s website   at http://www.axisbank.com/bankingombudsman.aspx and are also prominently displayed in the branches.

The Code of Bank’s Commitment to Customers information is available on the Bank’s website.

http://www.axisbank.com/code-commitment-customers.aspx

4.2.2         NPS Subscribers

In  case  an NPS subscriber is not  satisfied  with  the  resolution  provided  or  if  a complaint is  not resolved   within   10   days   of   its   lodgement   or   within   defined   turnaround   time communicated, the complaint may be escalated to the Nodal Officer of the Bank.

4.2.2.1 Level 1: Nodal Officer

Write	Email	Call
Mr. Ashok Ramakrishnan Nodal Officer Axis Bank Ltd, NPC1, 5th Floor, "Gigaplex", Plot No I.T.5, MIDC, Airoli Knowledge Park, Airoli, Navi Mumbai-400708.	nodal.officer@axisbank.com	Ph. 91-22-71315288 Timings: 9.30 am to 5.30 pm Monday to Saturday, (except 2nd and 4th Saturdays and Banking Holidays.)

4.2.2.2 Level 2: National Pension System Trust

If the complainant is not satisfied with the redressal of the NPS related grievance or if it has not been resolved by the NPS Trustee Bank within thirty days of filing of the complaint, the complaint may be further escalated to the National Pension System Trust.

4.2.3 Overseas Customers

4.2.3.1 Level 1: Complaints Handling Officer

The complaints should be resolved by the Complaint Handling Officer within 10 working days from the date of receipt of the complaint. Following are the list of emails IDs.

4.2.3.2 Level 2 : Nodal Officer

In case the complaint remains unresolved after 10 working days or is unsatisfactorily resolved, the customer has the option to escalate the  complaint to the Nodal Officer at  Head Office who should resolve the complaint within 10 working days.

Write	Email	Call
Mr. Ashok Ramakrishnan Nodal Officer Axis Bank Ltd, NPC1, 5th Floor, "Gigaplex", Plot No I.T.5, MIDC, Airoli Knowledge Park, Airoli, Navi Mumbai- 400708	nodal.officer@axisbank.com	Ph. 91-22-71315288 Timings ( IST): 9.30 am to 5.30 pm Monday to Saturday, (except 2nd and 4th Saturdays and Banking Holidays.)

4.2.3.3 Level 3 : Principal Nodal Officer

The  customer  has  the  option  of  escalating  the  unresolved  or  unsatisfactorily resolved complaints to the Principal Nodal Officer at Head Office after expiry of 10 working days.

Write	Email	Call
Mr. N. Krishnakumar Sr. Vice President, Axis Bank Ltd. Corporate Office, Wadia International Centre, Pandurang Budhkar Marg, Worli, Mumbai – 400 025.	pno@axisbank.com	Ph. 91-22-24252525 Timings ( IST ): 9.30 A.M. to 5.30 P.M. (Monday to Friday) Except Saturdays & Banking Holidays

While the  above  levels  denote  the  Bank’s    internal  complaints resolution  /    escalation process, the customer is free to directly approach the local Regulator for resolution. In such a situation the branch / representative office should provide the complete details of the complaint including the investigation details and the concerned documents to the relevant body.

5.    Turnaround time:

All  complaints received  shall  be  resolved  at  the  earliest  would  be  assigned  an  appropriate turnaround time depending on the nature of the issue. Given below are the likely turnaround times.

5.1  Normal Cases (other than the one mentioned here under: 10 working days.

5.2  Fraud cases, legal cases and cases which need retrieval of documents and records > 3 months old: 21 working days.

5.3  Cases involving third party / other banks : 30 working days

5.4  Data Privacy cases: 30 working days

5.5  Chargeback related cases: 45 working days or as per VISA / Master card guidelines.

5.6  For  all  the  complaints  received  through  regulator,  timelines  as  mandated  by  respective regulator will be adhered to and for overseas branches the response will be routed through the compliance officer of the respective location.

5.7  In case a complaint requires additional time for resolution, the Bank will proactively inform the customer  about  the  reason  for  the  delay  and  specify  the  additional  time  required  for resolution.

5.8  For NPS Subscribers

a.    Every grievance shall be disposed within a period of ten working days of its receipt deemed to have commenced on the first date of receipt of the grievance and reply shall be sent to the complainant, containing details of resolution or rejection of the complaint, with reasons thereof recorded in writing.

b.    In case the complaint received does not pertain to the NPS Trustee Bank with which the same has been lodged, the complaint shall be transferred to the concerned intermediary within three working days. 

Ref :https://www.axisbank.com/docs/default-source/default-document-library/grievance_redressal_policy.pdf?sfvrsn=2