Grievance Redressal Policy

Contents
Background ......................................................................................................................................... 2
Objective ............................................................................................................................................. 2
Applicability/Coverage ................................................................................................................... 2
Aspects of grievance redressal policy ........................................................................................ 3
Timeframes .......................................................................................................................................... 3
Channels available for customers to report grievance .......................................................... 4
National Pension System (POP- Point of Presence).................................................................. 5
Customers of Overseas Branches & Representative offices .................................................. 5
National Pension Scheme (NPS) Subscriber ............................................................................... 6
Free charge customers .................................................................................................................... 7
Grievance Redressal Mechanism & TAT for Constituent Subsidiary General Ledger
Account (CSGL) ................................................................................................................................. 8
Grievance Redressal Mechanism & TAT for Issuing and Paying Agent (IPA) ................... 8
Grievance Redressal Mechanism & TAT for Custodial Services ........................................... 9
Grievance Redressal Mechanism & TAT Monitoring for Fund Accounting ........................ 9
Government Business ....................................................................................................................... 9
Internal Review Mechanism ......................................................................................................... 10
Record Keeping ............................................................................................................................... 10
Review of policy ............................................................................................................................... 11

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Background

Customer centricity is one of the five core values of the bank. Bank believes that Customer
Experience is the key to keeping customers happy and thereby ensuring a long-lasting
relationship with the Bank. Grievance expressed by customer serves as feedback mechanism
for bringing about improvement in quality of service delivered to customers.

Axis Bank’s Grievance Redressal Policy has been formulated in line with regulator guidelines
on Customer Service. Policy outlines the framework for addressing customer grievances.

Bank defines a complaint as any deficiency or gap in service delivery towards the
commitment provided to the customer. Complaints could be on account of breach in
committed turnaround time or nonfulfillment of the request customer has placed with the
bank.

Policy is made available in public domain (Bank’s website & Branches).

Objective

The Objective of the policy is to ensure that:

• All customers are treated fairly at all times.

• All complaints, requests and queries received from customers are responded with courtesy
as per defined timelines
• Customers are fully informed of avenues to escalate their grievance within the Bank and
their rights to escalate, if they are not satisfied with the response of the Bank.

Applicability/Coverage

• The policy is applicable to all branches including overseas and all personnel working in
branches & Offices
• Applicable to Central Office departments and its personnel involved in functioning of
overseas and domestic operations of the Bank
• It is applicable to NPS customers where Axis Bank is a trustee of Bank for NPS trust
• Customers from rural areas
• Pension account holders including those covered under Atal Pension Yojana, National
Pension Schemes,
• Civil and Defence Pension & Employment Provident Fund Organisation Pension
• Third party product distributed/ referred by the Bank
• Customers availing insurance schemes of Government of India which includes Pradhan
Mantri Jeevan Jyoti Bima Yojna and Pradhan Mantri Suraksha Bima Yojna
• Customers making Tax payments for which RBI has authorised the Bank, under Agency
Business

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• Customers availing Public Provident Fund, Senior Citizen Savings Schemes & Kisan Vikas
Patra and other Small Savings Schemes
• Applicable to Business Correspondents, Outsourced employees & bank subsidiaries
• Applicable to Freecharge customers
• Applicable to all Retail Lending customers
• Any other schemes introduced by the Government and serviced by the Bank

Aspects of grievance redressal policy

Bank provides following touch-points to customers to register grievances:

 Branch
 Call Centre
 Email / Webchat
 Loan Centres
 Axis support
 Social media

Resolution is provided as per the defined Turnaround time. The Bank uses appropriate system
for tracking and reporting the grievances raised by customers. Interactions received through
regulator are resolved as per timelines mandated by respective regulator.

Timeframes

1. Delay in failed ATM/BNA/Recycler transactions: T+5 days

2. Delay in crediting failed IMPS/UPI transactions: T+1 day
3. Delay in crediting failed card transactions
 Card to Card transfer: T+1 day
 POS/ Ecommerce: T+5 days
4. Delay in crediting failed Aadhaar enabled payment systems: T+5 days
5. Delay in crediting failed Aadhaar Payment Bridge systems: T+1 day
6. Delay in crediting failed NACH transactions: T+1 day
7. Delay in credit of beneficiary account for transactions initiated through Prepaid
Instruments - Cards/Wallets
 Off-US transactions: transaction will ride on UPI, card network, IMPS, etc., as the case
may be. The TAT and compensation rule of respective system shall apply
 On-US transaction- PPI debited but transaction confirmation not received at merchant
location. Reversal to be effected in T+1 calendar day
8. Fraudulent /Unauthorised electronic banking transactions which includes remote /online
payment transaction & proximity payment transactions (ATM/POS): 90 days
9. POS/Online disputes: 120 days (Network defined timelines)
10. NEFT/RTGS: (NPCI defined timeline of T+15 days)
11. For all other interactions which do not fall under the above categories, the response time
at each level stands as 10 days.

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12. If customers issue remains unresolved after approaching Level 1 /Level 2 /Level 3 or if the
bank has not provided a resolution within 30 days customer may choose to refer the matter
to the Banking Ombudsman’s office.

Channels available for customers to report grievance

Level 1: All front-end channels

1. Level 1 includes call centre, email/ chat & walk-in at loan centres and branches. Bank will
acknowledge the customer issue and capture the same in the appropriate system
2. Bank has a defined turnaround time of 10 days for a response
3. If the customer is not satisfied with the response offered, customer may choose to refer the
matter to Level 2 (Circle Nodal officer/ Nodal Officer at HO)
 Call Centre numbers: 1860-419-5555, 1860-500-5555
 Axis Support: www.axisbank.com/support/
 Branches /Loan Centres: Please visit www.axisbank.com to locate the nearest
branch /loan centre

Level 2: Circle Nodal Officer/Nodal Officer at HO

1. Nodal office will acknowledge the customer issue and record in the system
2. Bank has a defined turnaround time of 10 days for a response
3. If the customer is not satisfied with the response offered, the customer may choose to
refer the matter to Level 3 (Principal Nodal officer)

Write Email Call

Nodal Officer, Mr. Caesar
Pinto Ph. 91-080-61865200
Axis Bank Ltd, NPC1, 9.30 AM to 5.30 PM
5th Floor, "Gigaplex", Plot No nodal.officer@axisbank.com Monday to Saturday
I.T.5, MIDC, Airoli Knowledge, (Except 2nd & 4th Saturdays
Park, Airoli, and Bank Holidays)
Navi Mumbai-400708.

Level 3: Principal Nodal Officer

1. Principal Nodal office will acknowledge the customer issue and capture the same in
the appropriate system.
2. Bank has a defined turnaround time of 10 days for a response at this level

Write Email Call

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Mrs. Neeta Bhatt
Principal Nodal Officer Ph. 91- 080-61865098
Axis Bank Ltd. Axis Bank LTD. 9:30 AM to 5:30 PM
4th Floor, Axis House, pno@axisbank.com Monday to Saturday
Wadia International Center, (Except 2nd & 4th Saturdays
P.B. Marg, Worli, Mumbai – and Bank Holidays)
400025

Level 4:

• If the customer’s issue remains unresolved after approaching Level 1 / Level 2 / Level 3 or
if the bank has not provided a resolution within 30 days, the customer may choose to
refer the matter to the Banking Ombudsman’s office. Details of the same are as under:

https://www.axisbank.com/contact-us/banking-ombudsman

National Pension System (POP- Point of Presence)

In case of any queries pertaining to NPS or APY, if the customer issue remains unresolved after
approaching Level 1 /Level 2 /Level 3 or if the bank has not provided a resolution within 30
days, the customer may choose to refer the matter to Ombudsman’s office. Details of the
same are as mentioned below:

The Ombudsman,
The Office of Ombudsman
O/o Pension Fund Regulatory and Development Authority,
Plot No - 14/A,
Chhatrapati Shivaji Bhawan,
Qutab Institutional Area,
New Delhi - 110016
Email ID : ombudsman@pfrda.org.in
Landline No : 011-26517507 Ext 188

Subscribers can refer FAQs on Ombudsman under NPS/APY via URL:

https://www.axisbank.com/retail/accounts/national-pension-system-
nps/download#menuTab

Customers of Overseas Branches & Representative offices

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.

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Level 1
complaints.difc@axisbank.com Complaints Handling Officer, DIFC
complaints.hk@axisbank.com Complaints Handling Officer, Hong Kong
complaints.sing@axisbank.com Complaints Handling Officer, Singapore
complaints.slk@axisbank.com Complaints Handling Officer, Sri Lanka
complaints.adro@axisbank.com Complaints Handling Officer, Abu Dhabi
Representative Office
complaints.shg@axisbank.com Complaints Handling officer, Shanghai Branch
complaints.giftcity@axisbank.com Complaints Handling officer, Gift City IBU
complaints.dro@axisbank.com Complaints Handling Officer, Dubai Representative
Office
complaints.sro@axisbank.com Complaints Handling Officer, Sharjah Representative
Office
Bank has a defined turnaround time of 10 days for a response.

Level 2

1. Bank has a defined turnaround time of 10 days for a response

2. If the customer is not satisfied with the response offered, the customer may choose to
refer the matter to Level 2 (Nodal Officer of Axis Bank)

Level 3

1. Bank has a defined turnaround time of 10 days for a response

2. If the customer is not satisfied with the response offered, the customer may choose to
refer the matter to Level 3 (Principal Nodal Officer of Axis Bank)

Level 4

If the customer’s issue remains unresolved after approaching Level 1 /Level 2 /Level 3 or if the
bank has not provided a resolution within 30 days, the customer may choose to refer the
matter to the Banking Ombudsman’s Office.

National Pension Scheme (NPS) Subscriber

Level 1

• Grievance can be lodged through below channels:

Online mode:

• CGMS (Centralised Grievance Management System) of CRA_NSDL

• E-mail : npstrust@axisbank.com

Physical Mode: Letters addressed to:

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NPS Trustee
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.
Contact No.:022-71315875

Bank has a defined turnaround time of 10 days for a response.

Level 2

1. Bank has a defined turnaround time of 10 days for a response

2. If the customer is not satisfied with the response offered, the customer may choose to
refer the matter to Level 2 (Nodal Officer of Axis Bank)

Level 3

1. Bank has a defined turnaround time of 10 days for a response

2. If the customer is not satisfied with the response offered, the customer may choose to
refer the matter to Level 3 (Principal Nodal Officer of Axis Bank)

Level 4

If the customer’s issue remains unresolved after approaching Level 1 /Level 2 /Level 3 or if the
bank has not provided a resolution within 30 days, the customer may choose to refer the
matter to the Banking Ombudsman’s office.

Free charge customers

Level 1

A customer can approach any one of the following channels to report a grievance
1. Call Centre number: 18005727133 (between 7 am to 11 pm)
2. Email Channel : care@freecharge.com

Bank has a defined turnaround time of 10 days for a response.

Level 2

1. Bank has a defined turnaround time of 10 days for a response

2. If the customer is not satisfied with the response offered, the customer may choose to
refer the matter to Level 2 Nodal Officer of Free charge

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 Write Email
Grievance Redressal Officer
Free charge Payment Services Private Limited, grievanceofficer@freecharge.com
68, Okhla Industrial Estate,
New Delhi, 1100020 (Between 9:30 am to 6:30 pm excluding
(Between 9:30 am to 6:30 pm excluding National holidays)
National Holidays)

Level 3

1. Bank has a defined turnaround time of 10 days for a response

2. If the customer is not satisfied with the response offered, the customer may choose to
refer the matter to Level 3 Nodal Officer of Axis Bank

Write Email
Nodal Officer
Axis Bank Ltd, NPC1,
5th Floor, "Gigaplex", Plot No I.T.5, MIDC, Airoli
Knowledge Park, Airoli,
Navi Mumbai-400708 freecharge.nodal@axisbank.com
Ph: 91-080-61865200
9:30 AM to 5:30 PM
(Excluding 2nd & 4th Saturday and Bank
Holidays)

Grievance Redressal Mechanism & TAT for Constituent Subsidiary General Ledger Account
(CSGL)

1. Axis bank has opened Constituent Subsidiary General Ledger Account (CSGL account)
with RBI to accept/release government securities on behalf of constituents.
2. For any grievance customers can write to Csglops@axisbank.com

TAT to resolve complaints:

1. Maximum TAT for resolution of the complaint is 2 working days.
2. In case additional information is required from the customer, a period of 2 days will be
considered from the receipt of additional information from the customer.

Grievance Redressal Mechanism & TAT for Issuing and Paying Agent (IPA)

1. As a scheduled commercial bank Axis bank acts as IPA for facilitating Commercial
Paper issuance of our customers.
2. For any grievance customers can write to ipaops@axisbank.com

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TAT to resolve complaints:
1. Maximum TAT for resolution of the complaint is 2 working days.
2. In case additional information is required from the customer, the period of 2 days will
be considered from the receipt of additional information from the customer.

Grievance Redressal Mechanism & TAT for Custodial Services

1. Bank is registered as a custodian of securities with SEBI and also a custodian-cum-

clearing member of Indian Clearing Corporation Limited (ICCL) and NSE Clearing
Limited (NCL) in Equity cash segment
1. For any grievance customers can write to custody.operations@axisbank.com /
custody.co@axisbank.com

TAT to resolve complaints:

1. Maximum TAT for resolution of the complaint is 15 days
2. In case additional information is required from the customer, the period of 15 days will
be considered from the receipt of additional information from the customer, regulator
and service provider.

Grievance Redressal Mechanism & TAT Monitoring for Fund Accounting

1. Axis Bank provides Fund Accounting Services to the Portfolio Management Services
Providers (PMS)
2. Alternative Investment Funds (AIF) and Registered Investment Advisors (RIA-Family
offices). For any grievance customers can write to fundaccounting.co@axisbank.com.

TAT to resolve complaints:

1. Maximum TAT for resolution of the complaint is 15 days
2. In case additional information is required from the customer, the period of 15 days will
be considered from the receipt of additional information from the customer, regulator
and service provider.

Government Business

Grievance Redressal
The grievance redressal process pertaining to Civil and Defence pensions, Public Provident
Fund (PPF) Accounts, Kisan Vikas Patra, Sukanya Samriddhi Scheme and other Government
business services will be as per the Grievance Redressal Policy of the Bank. Additionally,
dedicated option has been created under the customer service number to handle the
grievances of the pensioners.

Customer Service Meet

Bank conducts monthly branch level customer meetings and quarterly standing committee of
customer service meeting. As part of these meetings the intent is to get coverage across
customer segments to ensure holistic feedback about banks product /services. Bank invites
customers from across segments including Mass segment, Affluent segment, Women
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customers, Senior citizens and pensioners. As part of the mentioned customer composition
Bank has a specific quota for pensioners to be invited on an on-going basis.

Further bank has a structured mechanism to record customer feedback or any other
observations/feedback as voiced by customers.

For branch level meetings, branches are provided with a structured instrument to record
customer feedback. Further all feedback /observations voiced by customers during such
meetings are tabled to Customer service committee of board and taken up for appropriate
actioning and tracked.

Internal Review Mechanism

Bank has set up the following committees & review mechanism to monitor and review quality
of customer service and grievance redressal mechanism of the Bank.

Customer Service Committee of the Board: This committee of the Board is responsible to
oversee & guide implementation of service enhancement initiatives across the Bank. The
Committee meets once every quarter to review customer complaints, regulatory mandates,
policy decisions, review banks performance on initiatives to enhance customer experience.

Standing Committee on Customer Service: The Committee meets quarterly and is responsible
for orienting, educating & creating awareness among customer, more importantly this serves
as a forum to understand customer feedback about banks products & services. Matters
deliberated in this meeting are further taken up for service development & product
enhancement to elevate the quality of service delivered to customers. This meeting is
attended by senior management of the bank and customers are invited to attend the
meetings.

Branch Level Customer Service Committee: Bank also conducts monthly branch level
customer meetings; this forum encourages customer to share their feedback & experience
with the bank. As part of this meeting bank also conducts sessions to educate customers on
topics like safe/secure banking, new initiatives bank has launched to ensure convenient
banking. Feedback from these sessions is recorded and taken up for implementation.

Internal Ombudsman of the Bank: In line with the instructions from the Reserve Bank of India if
the bank decides to reject or provide a partial relief, such cases will be referred to the Internal
Ombudsman for further examination.

Service Quality Assurance Officer: Bank has appointed Service Quality assurance officer to
ensure that all touch points of the bank maintain highest standard of service quality at all times
and adheres to the service standards defined by the bank to fulfil the customer expectations.

Record Keeping
The record of complaints are maintained are maintained as per the Bank’s Information Systems
Security Policy.

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Review of policy
The policy has been approved by the Customer Service Committee of the Board and is
reviewed at regular intervals.

These reviews shall consider the following:

• Internal factors such as changes in organisational structure or products and services

offered
• External factors such as changes in legislation or technological innovation
• The results of audit, if any conducted during the year by internal / external auditors.

The policy is made available on the website of the Bank

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Last Reviewed: June 22

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