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Notes to financial statements
for the year ended March 31, 2020
14 dIsCLOsuRe Of CusTOMeR/bORROWeR COMPLAINTs
14.1 customer complaints other than ATM transaction disputes
no. of complaints pending at the beginning of the year no. of complaints received during the year
no. of complaints redressed during the year
no. of complaints pending at the end of the year
14.2 Customer complaints relating to ATM transaction disputes*
no. of complaints pending at the beginning of the year no. of complaints received during the year
no. of complaints redressed during the year
no. of complaints pending at the end of the year
* this includes AtM transaction disputes relating to Banks' customers on the Banks' AtMs and Banks' customers on other Banks' AtMs.
15 AWARds PAssed by The bANKINg OMbudsMAN:
no. of unimplemented Awards at the beginning of the Year
no. of Awards passed by the Banking ombudsman during the Year no. of Awards implemented during the Year
no. of unimplemented Awards at the end of the Year
16 MOVeMeNT IN PROVIsION fOR fRAuds INCLuded uNdeR OTheR LIAbILITIes:
opening provision
provision during the Year
utilisation / Write back of provision during the Year Closing provision
17 PROVIsIONs ANd CONTINgeNCIes
provision for npA (including bad debts written off)
provision for Standard Assets
provision for Income tax (net of deferred tax liability/(asset) of `19,288 (000's) (`3,42,941 (000's) previous year.) refer schedule 18 (26.1)
provisions for Depreciation on Investments
provision for claims against the Bank not acknowledged as debts
Total
118 19,704 19,575 247
27 8,034 7,853 208
NIL NIL NIL NIL
(` in 000's)
10,814 23,376 30,365
3,825
(` in 000's)
231,718 174,167 692,059
- 94 1,098,038
Particulars
year ended 31/03/2020
Year ended 31/03/2019
247
23,721
23,301
667
Particulars
year ended 31/03/2020
Year ended 31/03/2019
208
12,839
12,658
389
Particulars
year ended 31/03/2020
Year ended 31/03/2019
NIL
NIL
NIL
NIL
Particulars
As at 31/03/2020
As at 31/03/2019
3,825
17,731
15,127
6,429
Particulars
year ended 31/03/2020
Year ended 31/03/2019
1,045,081
664,129
1,163,211
-
707
2,873,127
254 | AnnuAl RepoRt 2019-20