Lok Sabha Question No. 488 (UNSTARRED), answered on 2016-11-18
Subject: Banking Ombudsman
Ministry: FINANCE
Asked by: RAOSAHEB PATIL DANVE

## 488. SHRI RAOSAHEB DANVE PATIL:

Will the Minister of FINANCE be pleased to state:

- (a) the number of complaints/grievances received, settled and pending by Banking Ombudsman during the last three years and the current year, public and private bank-wise, State-wise;
- (b) the number of Banking Ombudsman officers appointed over the last three years and the current year;
- (c) whether the staff strength in the Banking Ombudsman is inadequate for handling the increasing number of complaints; and
- (d) if so, the details thereof along with the steps taken by the Government to improve working condition and settle the pending cases expeditiously?

## ANSWER

## THE MINISTER OF STATE IN THE MINISTRY OF FINANCE (SHRI SANTOSH KUMAR GANGWAR)

- (a): The information relating to number of complaints / grievances received, settled and pending (bank-wise) in Banking Ombudsman offices during last three years i.e. 2013-14, 2014-15, and 2015-16 and current year relating to public and private sector banks, is given  at Annexure.  The statewise information is not maintained with the Reserve Bank of India (RBI).

## GOVERNMENT OF INDIA MINISTRY OF FINANCE

## DEPARTMENT OF FINANCIAL SERVICES LOK SABHA

## UNSTARRED QUESTION NO. 488

## TO BE ANSWERED ON THE 18 TH  NOVEMBER, 2016 / 27 KARTIKA, 1938 (SAKA)

## BANKING OMBUDSMAN

## QUESTION

(b) to (d): There are 16 offices of Banking Ombudsman in the country.    The total staff strength of the Offices of the Banking Ombudsman and the number of complaints received during last three years is given below.  The staff position undergoes change on account of transfer/retirements of the officials.   With the existing staff strength, the Offices of Banking Ombudsman achieved a disposal rate of above 95% during the last three years. The details are as under:-

*****

| Year                       |   2013-2014 |   2014-2015 |   2015-2016 |
|----------------------------|-------------|-------------|-------------|
| No. of complaints received |       76573 |       85131 |      102894 |
| No. of officers            |         167 |         149 |         141 |

| Annexure referred to in reply to Part (a) of Lok Sabha Unstarred Question No. 488 for answer on 18.11.2016 by Shri RaoSaheb Danve Patil regarding Banking Ombudsman   | Annexure referred to in reply to Part (a) of Lok Sabha Unstarred Question No. 488 for answer on 18.11.2016 by Shri RaoSaheb Danve Patil regarding Banking Ombudsman   | Annexure referred to in reply to Part (a) of Lok Sabha Unstarred Question No. 488 for answer on 18.11.2016 by Shri RaoSaheb Danve Patil regarding Banking Ombudsman   | Annexure referred to in reply to Part (a) of Lok Sabha Unstarred Question No. 488 for answer on 18.11.2016 by Shri RaoSaheb Danve Patil regarding Banking Ombudsman   | Annexure referred to in reply to Part (a) of Lok Sabha Unstarred Question No. 488 for answer on 18.11.2016 by Shri RaoSaheb Danve Patil regarding Banking Ombudsman   | Annexure referred to in reply to Part (a) of Lok Sabha Unstarred Question No. 488 for answer on 18.11.2016 by Shri RaoSaheb Danve Patil regarding Banking Ombudsman   | Annexure referred to in reply to Part (a) of Lok Sabha Unstarred Question No. 488 for answer on 18.11.2016 by Shri RaoSaheb Danve Patil regarding Banking Ombudsman   | Annexure referred to in reply to Part (a) of Lok Sabha Unstarred Question No. 488 for answer on 18.11.2016 by Shri RaoSaheb Danve Patil regarding Banking Ombudsman   | Annexure referred to in reply to Part (a) of Lok Sabha Unstarred Question No. 488 for answer on 18.11.2016 by Shri RaoSaheb Danve Patil regarding Banking Ombudsman   | Annexure referred to in reply to Part (a) of Lok Sabha Unstarred Question No. 488 for answer on 18.11.2016 by Shri RaoSaheb Danve Patil regarding Banking Ombudsman   | Annexure referred to in reply to Part (a) of Lok Sabha Unstarred Question No. 488 for answer on 18.11.2016 by Shri RaoSaheb Danve Patil regarding Banking Ombudsman   | Annexure referred to in reply to Part (a) of Lok Sabha Unstarred Question No. 488 for answer on 18.11.2016 by Shri RaoSaheb Danve Patil regarding Banking Ombudsman   | Annexure referred to in reply to Part (a) of Lok Sabha Unstarred Question No. 488 for answer on 18.11.2016 by Shri RaoSaheb Danve Patil regarding Banking Ombudsman   |
|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------|
| Bank Name                                                                                                                                                             | 2013-14 (July-June)                                                                                                                                                   | 2013-14 (July-June)                                                                                                                                                   | 2013-14 (July-June)                                                                                                                                                   | 2014-15 (July-June)                                                                                                                                                   | 2014-15 (July-June)                                                                                                                                                   | 2014-15 (July-June)                                                                                                                                                   | 2015-16 (July-June)                                                                                                                                                   | 2015-16 (July-June)                                                                                                                                                   | 2015-16 (July-June)                                                                                                                                                   | 2016-17(July to October 31,2016)                                                                                                                                      | 2016-17(July to October 31,2016)                                                                                                                                      | 2016-17(July to October 31,2016)                                                                                                                                      |
| Public Sector Banks                                                                                                                                                   | Received                                                                                                                                                              | @Disposed                                                                                                                                                             | Pending                                                                                                                                                               | Received                                                                                                                                                              | @Disposed                                                                                                                                                             | Pending                                                                                                                                                               | Received                                                                                                                                                              | @Disposed                                                                                                                                                             | Pending                                                                                                                                                               | Received                                                                                                                                                              | @Disposed                                                                                                                                                             | Pending                                                                                                                                                               |
| STATE BANK OF INDIA                                                                                                                                                   | 21208                                                                                                                                                                 | 21918                                                                                                                                                                 | 937                                                                                                                                                                   | 23176                                                                                                                                                                 | 22750                                                                                                                                                                 | 1363                                                                                                                                                                  | 25611                                                                                                                                                                 | 25638                                                                                                                                                                 | 1336                                                                                                                                                                  | 8940                                                                                                                                                                  | 6969                                                                                                                                                                  | 3237                                                                                                                                                                  |
| STATE BANK OF BIKANER AND JAIPUR                                                                                                                                      | 1132                                                                                                                                                                  | 1134                                                                                                                                                                  | 22                                                                                                                                                                    | 1177                                                                                                                                                                  | 1186                                                                                                                                                                  | 13                                                                                                                                                                    | 1267                                                                                                                                                                  | 1197                                                                                                                                                                  | 83                                                                                                                                                                    | 637                                                                                                                                                                   | 546                                                                                                                                                                   | 159                                                                                                                                                                   |
| STATE BANK OF HYDERABAD                                                                                                                                               | 633                                                                                                                                                                   | 651                                                                                                                                                                   | 31                                                                                                                                                                    | 611                                                                                                                                                                   | 625                                                                                                                                                                   | 17                                                                                                                                                                    | 777                                                                                                                                                                   | 744                                                                                                                                                                   | 50                                                                                                                                                                    | 261                                                                                                                                                                   | 237                                                                                                                                                                   | 75                                                                                                                                                                    |
| STATE BANK OF MYSORE                                                                                                                                                  | 273                                                                                                                                                                   | 266                                                                                                                                                                   | 18                                                                                                                                                                    | 298                                                                                                                                                                   | 296                                                                                                                                                                   | 20                                                                                                                                                                    | 351                                                                                                                                                                   | 361                                                                                                                                                                   | 10                                                                                                                                                                    | 103                                                                                                                                                                   | 64                                                                                                                                                                    | 43                                                                                                                                                                    |
| STATE BANK OF PATIALA                                                                                                                                                 | 471                                                                                                                                                                   | 495                                                                                                                                                                   | 32                                                                                                                                                                    | 498                                                                                                                                                                   | 497                                                                                                                                                                   | 33                                                                                                                                                                    | 760                                                                                                                                                                   | 767                                                                                                                                                                   | 26                                                                                                                                                                    | 374                                                                                                                                                                   | 259                                                                                                                                                                   | 128                                                                                                                                                                   |
| STATE BANK OF TRAVANCORE                                                                                                                                              | 651                                                                                                                                                                   | 680                                                                                                                                                                   | 20                                                                                                                                                                    | 770                                                                                                                                                                   | 766                                                                                                                                                                   | 24                                                                                                                                                                    | 819                                                                                                                                                                   | 837                                                                                                                                                                   | 6                                                                                                                                                                     | 239                                                                                                                                                                   | 156                                                                                                                                                                   | 109                                                                                                                                                                   |
| ALLAHABAD BANK                                                                                                                                                        | 980                                                                                                                                                                   | 1018                                                                                                                                                                  | 44                                                                                                                                                                    | 1099                                                                                                                                                                  | 1095                                                                                                                                                                  | 48                                                                                                                                                                    | 1215                                                                                                                                                                  | 1168                                                                                                                                                                  | 95                                                                                                                                                                    | 446                                                                                                                                                                   | 345                                                                                                                                                                   | 206                                                                                                                                                                   |
| ANDHRA BANK                                                                                                                                                           | 574                                                                                                                                                                   | 607                                                                                                                                                                   | 33                                                                                                                                                                    | 649                                                                                                                                                                   | 680                                                                                                                                                                   | 2                                                                                                                                                                     | 1051                                                                                                                                                                  | 1023                                                                                                                                                                  | 30                                                                                                                                                                    | 355                                                                                                                                                                   | 327                                                                                                                                                                   | 80                                                                                                                                                                    |
| BANK OF BARODA                                                                                                                                                        | 2409                                                                                                                                                                  | 2434                                                                                                                                                                  | 101                                                                                                                                                                   | 2937                                                                                                                                                                  | 2907                                                                                                                                                                  | 131                                                                                                                                                                   | 3915                                                                                                                                                                  | 3701                                                                                                                                                                  | 345                                                                                                                                                                   | 1501                                                                                                                                                                  | 1158                                                                                                                                                                  | 657                                                                                                                                                                   |
| BANK OF INDIA                                                                                                                                                         | 2032                                                                                                                                                                  | 2076                                                                                                                                                                  | 101                                                                                                                                                                   | 2707                                                                                                                                                                  | 2660                                                                                                                                                                  | 148                                                                                                                                                                   | 3210                                                                                                                                                                  | 3127                                                                                                                                                                  | 231                                                                                                                                                                   | 1300                                                                                                                                                                  | 1039                                                                                                                                                                  | 509                                                                                                                                                                   |
| BANK OF MAHARASHTRA                                                                                                                                                   | 479                                                                                                                                                                   | 498                                                                                                                                                                   | 33                                                                                                                                                                    | 557                                                                                                                                                                   | 561                                                                                                                                                                   | 29                                                                                                                                                                    | 651                                                                                                                                                                   | 647                                                                                                                                                                   | 33                                                                                                                                                                    | 262                                                                                                                                                                   | 227                                                                                                                                                                   | 83                                                                                                                                                                    |
| CANARA BANK                                                                                                                                                           | 2055                                                                                                                                                                  | 2071                                                                                                                                                                  | 107                                                                                                                                                                   | 2885                                                                                                                                                                  | 2866                                                                                                                                                                  | 126                                                                                                                                                                   | 3837                                                                                                                                                                  | 3738                                                                                                                                                                  | 225                                                                                                                                                                   | 1524                                                                                                                                                                  | 1067                                                                                                                                                                  | 684                                                                                                                                                                   |
| CENTRAL BANK OF INDIA                                                                                                                                                 | 1645                                                                                                                                                                  | 1573                                                                                                                                                                  | 77                                                                                                                                                                    | 2018                                                                                                                                                                  | 1974                                                                                                                                                                  | 121                                                                                                                                                                   | 2294                                                                                                                                                                  | 2262                                                                                                                                                                  | 153                                                                                                                                                                   | 854                                                                                                                                                                   | 614                                                                                                                                                                   | 395                                                                                                                                                                   |
| CORPORATION BANK                                                                                                                                                      | 682                                                                                                                                                                   | 690                                                                                                                                                                   | 47                                                                                                                                                                    | 745                                                                                                                                                                   | 754                                                                                                                                                                   | 38                                                                                                                                                                    | 805                                                                                                                                                                   | 790                                                                                                                                                                   | 53                                                                                                                                                                    | 340                                                                                                                                                                   | 237                                                                                                                                                                   | 144                                                                                                                                                                   |

| DENA BANK                  | 575   | 566   | 32   | 686   | 683   | 35   | 784   | 774   | 45   | 259   | 237   | 77   |
|----------------------------|-------|-------|------|-------|-------|------|-------|-------|------|-------|-------|------|
| INDIAN BANK                | 1257  | 1349  | 39   | 1207  | 1217  | 29   | 1370  | 1346  | 53   | 514   | 330   | 231  |
| INDIAN OVERSEAS BANK       | 1335  | 1375  | 68   | 1466  | 1494  | 40   | 2375  | 2313  | 102  | 770   | 519   | 355  |
| ORIENTAL BANK OF COMMERCE  | 631   | 665   | 28   | 806   | 788   | 46   | 1081  | 1039  | 88   | 370   | 286   | 169  |
| PUNJAB AND SIND BANK       | 292   | 309   | 20   | 370   | 374   | 16   | 553   | 539   | 30   | 237   | 167   | 94   |
| PUNJAB NATIONAL BANK       | 3679  | 3711  | 225  | 4229  | 4265  | 189  | 4735  | 4578  | 346  | 1892  | 1409  | 778  |
| SYNDICATE BANK             | 1117  | 1128  | 68   | 1127  | 1146  | 49   | 1226  | 1193  | 82   | 422   | 303   | 197  |
| UCO BANK                   | 1046  | 1109  | 54   | 1208  | 1223  | 39   | 1407  | 1370  | 76   | 499   | 408   | 176  |
| UNION BANK OF INDIA        | 1945  | 2025  | 85   | 2056  | 2013  | 128  | 2247  | 2249  | 126  | 693   | 519   | 314  |
| UNITED BANK OF INDIA       | 660   | 684   | 24   | 929   | 937   | 16   | 733   | 701   | 48   | 278   | 206   | 118  |
| VIJAYA BANK                | 317   | 322   | 16   | 395   | 398   | 13   | 489   | 481   | 21   | 163   | 115   | 74   |
| BHARTIYAMAHILA BANK        | 0     | 0     | 0    | 2     | 2     | 0    | 10    | 9     | 1    | 2     | 3     | 0    |
| IDBI BANK LIMITED          | 681   | 708   | 39   | 815   | 808   | 46   | 1452  | 1410  | 88   | 572   | 452   | 192  |
| Public Sector Total (A)    | 48759 | 50062 | 2301 | 55423 | 54965 | 2759 | 65025 | 64002 | 3782 | 23807 | 18199 | 9284 |
| Private Sector Banks       |       |       |      |       |       |      |       |       |      |       |       |      |
| CATHOLIC SYRIAN BANK LTD   | 75    | 73    | 7    | 75    | 81    | 1    | 80    | 78    | 3    | 19    | 20    | 1    |
| CITY UNION BANK LIMITED    | 125   | 131   | 1    | 119   | 119   | 1    | 124   | 120   | 5    | 29    | 27    | 8    |
| FEDERAL BANK LTD           | 251   | 260   | 8    | 323   | 327   | 4    | 387   | 376   | 15   | 127   | 108   | 38   |
| JAMMU AND KASHMIR BANK LTD | 108   | 105   | 10   | 147   | 146   | 11   | 168   | 168   | 11   | 57    | 33    | 33   |
| KARNATAKA BANK LTD         | 134   | 136   | 10   | 153   | 162   | 1    | 140   | 138   | 3    | 51    | 30    | 28   |

| KARUR VYSYA BANK LTD         |   194 |   205 |    3 |   192 |   191 |    4 |   242 |   238 |    8 |    75 |    51 |    31 |
|------------------------------|-------|-------|------|-------|-------|------|-------|-------|------|-------|-------|-------|
| LAKSHMI VILAS BANK LTD       |   126 |   131 |    3 |    99 |   100 |    2 |   166 |   167 |    1 |    31 |    25 |     7 |
| NAINITAL BANK LTD            |    15 |    17 |    1 |    14 |    12 |    3 |    45 |    45 |    3 |     3 |     3 |     4 |
| RATNAKAR BANK LTD            |    48 |    47 |    4 |   123 |   121 |    6 |   224 |   219 |   11 |   129 |    89 |    43 |
| SOUTH INDIAN BANK LTD        |   199 |   212 |    4 |   161 |   163 |    2 |   196 |   191 |    7 |    70 |    51 |    26 |
| TAMILNAD MERCANTILE BANK LTD |   127 |   126 |    3 |   130 |   133 |    0 |   122 |   118 |    4 |    45 |    42 |     5 |
| THE DHANALAKSHMI BANK LTD    |    77 |    80 |    1 |    88 |    88 |    1 |    71 |    72 |    0 |    14 |     9 |     4 |
| AXIS BANK LIMITED            |  3139 |  3248 |  166 |  3076 |  3080 |  162 |  4966 |  4861 |  267 |  1926 |  1495 |   705 |
| BANDHAN BANK                 |     0 |     0 |    0 |     0 |     0 |    0 |    26 |    23 |    3 |    30 |    28 |     3 |
| DEVELOPMENT CREDIT BANK LTD. |   100 |   101 |    3 |   128 |   128 |    3 |   263 |   252 |   14 |    93 |    66 |    42 |
| HDFC BANK LTD.               |  4822 |  5019 |  116 |  5568 |  5542 |  142 |  7712 |  7547 |  307 |  2946 |  2190 |   993 |
| ICICI BANK LIMITED           |  5325 |  5419 |  263 |  6116 |  6097 |  282 |  7900 |  7708 |  474 |  2946 |  2313 |  1056 |
| IDFC BANK                    |     0 |     0 |    0 |     0 |     0 |    0 |     2 |     1 |    1 |     3 |     3 |     1 |
| INDUSIND BANK LTD            |   552 |   545 |   48 |   776 |   785 |   39 |  1214 |  1189 |   64 |   446 |   338 |   164 |
| KOTAK MAHINDRA BANK LTD.     |  1325 |  1380 |   50 |  1526 |  1512 |   64 |  2398 |  2287 |  175 |  1103 |   847 |   413 |
| YES BANK LTD.                |   287 |   295 |   16 |   326 |   322 |   20 |   495 |   481 |   34 |   242 |   155 |   121 |
| Private Sector Total (B)     | 17029 | 17530 |  717 | 19140 | 19109 |  748 | 26941 | 26279 | 1410 | 10385 |  7923 |  3726 |
| Grand Total (A)+(B)          | 65788 | 67592 | 3018 | 74563 | 74074 | 3507 | 91966 | 90281 | 5192 | 34192 | 26122 | 13010 |

@'Complaints disposed' include complaints pending at the end of the  previous year