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active poor to enable customers lead a better life and reaching out to unserved and underserved communities.
the Bank follows Sustainability, Accountability, Promotion of human rights and respects interests of all stakeholders, especially those who are disadvantaged, vulnerable and marginalised. Environment protection, inclusive growth and equitable development are its core CSR Principles.
the Bank has identified the following core focus areas for its CSR activity:
a. Education
b. Healthcare and Sanitation
c. Flood Relief
d. Community Development
For education, Bank through Diksha+ programme endeavours to impart knowledge on the importance of savings, financial management, debt management, banking products and digital banking channels to the women from economically weaker sections of the society.
The Bank has also implemented Chillar Bank Program, an educational awareness program on financial literacy for age group 12 – 17 years. During the year, 101,453 women and 2,647 children were benefited through these financial literacy trainings.
2. Are the programmes/projects undertaken through in-house team/own foundation/external NGO/ government structures/any other organization?
Projects were undertaken both in-house as well as with the support of partner NGOs.
3. Have you done any impact assessment of your initiative?
No.
4. What is your company’s direct contribution to community development projects- Amount in INR and the details of the projects undertaken. Have you taken steps to ensure that this community development initiative is successfully adopted by the community? Please explain in 50 words, or so.
the Bank’s direct contribution to the community development projects is `55,000,000. The cost includes the expenses made towards Diksha+ and Chillar bank program implementation. This includes salaries, training cost, operational expenses, content creation, design and printing & production cost, consulting cost, monitoring and evaluation cost and technology cost.
the learning is used by the beneficiary in planning their family finances, planning for future and using right banking products to meet their goals and aspirations.
The Bank has spent `12,466,821 on CSR activities such as cleanliness drive, flood relief and CoVID-19 relief programmes under disaster management projects and community development projects related to health and education.
Principle 9- Businesses should engage with and provide value to their customers and consumers in a responsible manner
1. What percentage of customer complaints/ consumer cases are pending as on the end of financial year.
At the end of the financial year 2019-20 the Bank had 2.89% of the Customer complaints which had remained unresolved.
2. Does the company display product information on the product label, over and above what
is mandated as per local laws? Yes/No/N.A. / Remarks(additional information)
As a Bank, the products and services are intangible, thus product label requirement is not applicable to the Bank. Bank promptly communicates all the features, charges, terms and conditions for all its products and services to its customers through:
a. Detailed disclosure in welcome letter/ receipts to customers
b. Display on website, at branches via collaterals and through notice boards;
c. Key applicable conditions are shared with customers at the time of account opening
d. Any changes are shared via email/SMS/physical communications.
3. Is there any case filed by any stakeholder against the company regarding unfair trade practices, irresponsible advertising and/or anti-competitive behaviour during the last five years and pending as on end of financial year. If so, provide details thereof, in about 50 words or so.
No.
4. Did your company carry out any consumer survey/ consumer satisfaction Trends?
the Bank conducts regular surveys to measure and analyse the satisfaction levels of customers with respect to its products and services.
STATUTORY REPORTS
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