01Overview
1. A \"Centralised Complaint Redressal Cell\" is a dedicated unit within an
organization responsible for handling and resolving complaints from banks
customers.
2. It typically involves receiving, investigating, and addressing grievances
raised through various channels, with a focus on providing prompt and
effective resolution.
3. Head-Centralised Grievance Redressal Cell is responsible for overall
coordination of Greivance redressal team for ensuring timely resolution of
customer complaints, conduct of RCA, MIS preparation, Co-ordination with
Business Units and Branches for Closure of customer complaints, Coordination
with Internal Ombudsman and closure of customer complaints.
4. Head-Centralised Grievance Redressal Cell is also act as the single contact
point to the Senior Management Team to provide regular update on customer
complaints.
5. The Head of Grievance Redressal is crucial in protecting the banks
reputation, enhancing customer trust, and ensuring regulatory
compliance. .
