जन सूचनाएंGrievance Redressal Mechanism

• To seek redressal to their grievances, a borrower may write to a designated senior official whose contact particulars would be publicised on the Bank’s website and other publications of the Bank, clearly stating the nature of their grievance along with necessary documents, if any. A copy of the same will be acknowledged and returned to the borrower, where the complaints are received through letters / forms.
• The designated officer will initiate necessary action making all efforts to resolve the same expeditiously, but in any case, within a period of about one month.
• A borrower aggrieved by any decision of the designated official may prefer a representation to the Appellate Authority. The Appellate Authority would generally be of the rank of Deputy Managing Director [DMD] of the Bank and in absence of a DMD, the Managing Director [MD] would be the Appellate Authority. The Appellate Authority will consider the representation and after making enquiries as he / she deems fit, inform the borrower his / her decision within a period of one month. The contact details of the officials are provided on the Bank’s website (www.eximbankindia.in/grievance-redressal).
• The Bank has in place a mechanism to ensure that all disputes arising out of the decisions are heard and disposed of at least at the next higher level. A report in this regard will be submitted to the Board on an annual basis.

• Grievance Redressal Mechanism - Investors is in place, in line with the SEBI (Listing Obligations and Disclosure Requirements) Regulations, 2015. This Mechanism has been put in place for redressal of investors’ grievances promptly, but in any case, not later than 21 calendar days from the date of receipt of any grievance.
• The Bank is registered on the SCORES[1] platform and Online Dispute Resolution Portal (‘ODR Portal'), as mandated by the SEBI, in order to handle investors’ complaints electronically. A statement of investors’ complaints, if any, is filed by the Bank with the recognized stock exchange, on a quarterly basis.
• The details pertaining to Grievance Redressal Mechanism - Investors are provided on the website of the SEBI (https://investor.sebi.gov.in/Investor-charter.html ).
• A senior officer of the Bank has been appointed as an Officer for assisting and handling investors’ grievances, whose contact details are provided on the Bank’s website ( https://www.eximbankindia.in/grievance-redressal )

[1] SEBI Complaints Redress Systems [SCORES], online grievance redressal facilitation platform provided by SEBI.