Complaints received during 2007-08
Complaints received during 2007-08
Customer Complaints
Customer complaints Total complaints * pending at the beginning of the year No. of complaints * received during the year No. of complaints * redressed during the year No. of complaints * pending at the end of the year Nos
221 19895 20023 93
Awards
Awards passed by the Banking Ombudsman
No. of unimplemented awards at the beginning of the year No. of awards passed by the Banking Ombudsmen during the year No. of awards implemented during the year No. of unimplemented awards at the end of the year
Nos
1 2 2 1
*Complaint data does not include perceived complaints
Financial Year 2007-2008
Monthly trend of Complaints in 2007-08
Monthly trend of complaints
(Includes RBI and CMB Com plaints)
3000 2500 2000 1545 1500 1000 500 0
May'07 Aug'0 7 Nov '07 Apr'07 Jun'07 Oct'07 Jul'07 De c'07 Jan'08 Feb'08 Sep'07 Mar'08
2271
2399 1873 1987 1612 1378 1319 1295 1230 1096 2018
There has been a downward trend of complaints since December 2007.
Financial Year 2007-2008
Financial Year 2007-2008
1000
1500
2000
2500
3000
3500
4000
500 2592 2329
0
Cash deposit/Withdrawal at ATM Statement related Payment not credited/ delay in credit Access Channel related
3748
This covers 70% of the total complaints.
2260
858
Account opening/ regn/closure Card not received/ received late
752
Top Complaints in 2007-08
518
Charges related
501
Insurance related
354
Delay/Nonexecution of instructions
Customer Initiatives taken to reduce key customer complaints
Cash withdrawal at ATM:
63% of ATM Cash withdrawal disputes pertain to Off-us (non Citibank) ATMs. Citibank is working with the network partners such as Mastercard and Euronet to intimate any surge in PIs for a particular bank or an ATM site, thereby ensuring that the customer impact is minimal Constant monitoring of ATM downtimes Strengthening of resolution process to handle ATM related complaints
Timely Delivery of Credit Card Statements:
Mini statements sent to customers via SMS and e-mail on statement generation Anytime access to card balance information by sending an SMS - CARDBAL to 52484 Change in mode of despatch from post to courier for duplicate statements Free e-statements to customers, apart from physical statement despatch.
Financial Year 2007-2008
Customer Initiatives taken to reduce key customer complaints
Timely credit of card payments :
Cheque deposit machines installed at select ATMs to provide instant payment acknowledgement to the customer. Deposit of cash and cheques at ATMs towards credit card payments without the usage of ATM PIN (APIN) Functionality on Citibank online to pay the credit card outstanding by directly debiting any other bank’s account. Proactive alerts sent to customers to inform them about the discrepant cheques
Statement-on-Email:
Physical statements automatically sent to customers in case the e-statement bounces. Customers are instructed on SOE welcome mail to add net.statement@citicorp.com to their address book/contact which ensures that mail will land up in the inbox of the customer Module to track e-mail statements made available to all access channels for faster resolution of queries pertaining to non receipt of e-mail statements
Account opening/ Card application related:
Re-designing and simplification of the card application form by elimination of redundant fields that capture customer information Upfront communication of reasons for rejection of card application.
Financial Year 2007-2008