E-Paper
Satisfied customer a must for growth, observes OBC chief
KN PRITHVIRAJ, Chairman and Managing Director of Oriental Bank of Commerce (OBC) visited the city for the first time last week . During his two-day stay he visited Swaraj Bhawan, Sangam and other tourist spots. Even he sanctioned a water cooler at Badhe Hanuman temple near Sangam for the devotees. In a tete-a-tete with Pankaj Mishra he shared his views on the plans and achievements of OBC.
KN PRITHVIRAJ, Chairman and Managing Director of Oriental Bank of Commerce (OBC) visited the city for the first time last week . During his two-day stay he visited Swaraj Bhawan, Sangam and other tourist spots. Even he sanctioned a water cooler at Badhe Hanuman temple near Sangam for the devotees. In a tête-à-tête with Pankaj Mishra he shared his views on the plans and achievements of OBC.
What do you mean by OBC's Citizen Charter ?
We have a strong belief that a satisfied customer is the foremost factor in developing our bank business. Therefore, a need was felt by us that in order to become more customer friendly the Bank should come out with charter of its services for the customers. This charter for customers not only explains our commitment and responsibilities along with the redressal methods but also specifies the obligation on the part of customers for healthy practices in customer-banker relationships.
What is your achievement during 2005-2006?
The bank's business continues to increase at an impressive rate with the total business mix having gone up by Rs 10,398.82 crore to Rs 85,746.01 crore as on March 31, 2006 from Rs 75,347.17 crore last year which translates into growth of 13.80 percent. Besides, in the same year the bank has made a recovery of Rs 677.71 crore resulting in reduction of gross NPA from Rs 2,512.82 crore as on March 2005 to 2,116 .31 crore as on March 2006.
What is your objective for providing facilities to customers?
We maintain constant consultations with our clientele through various seminars, customer meets etc to evaluate, improve and widen the range of service to customers. However, all our customers are requested to keep us informed of their experiences about the various services rendered by the Bank and feel free to comment on this charter.
How do you redress the customers' complaints?
As a "Customer Friendly" bank, OBC takes all care to minimize your hardships/grievances by providing best customer service and speedy disposal of grievances, if any, to your entire satisfaction. In case of any complaint, the matter may be first brought to the notice of the concerned branch manager for immediate redressal. If the complaint is not redressed to the satisfaction of the customer, the matter may be taken up with the Regional Head concerned.
What are the common practices followed by your branches ?
Displaying business hours, rendering courteous services, attending to all customers present in the banking hall at the close of business hours, providing separate 'May I help you' desk at large branches, offering nomination facility to all deposit accounts, notifying change in interest rates on advances as well as service charges and several others.
How do you make payment to pension holders ?
Pensioners of Central and State Governments can open a separate pension account in any of our branches. Pensioners are requested to produce the life certificate once in a year (i.e. in the month of November) to enable the branches to pay pension without interruption/delay. The branch will credit the pension to the pensioner's savings or current account during the last four working days of the month. The pension for the month of March will be credited on or after 1st working day of April. The pension will not be paid in cash or through a joint account. Every pensioner is required to submit life/marriage/remarriage/unemployment certificates periodically.
