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Code of Commitment

This is a Code of Customer Rights, which sets minimum standards of banking practices we will follow as a member of BCSBI while dealing with individual customers. It provides protection to customers and explains how a member bank is required to deal with customers in its day-to-day operations.

The Code does not replace or supersede regulatory or supervisory instructions of the Reserve Bank of India (RBI) and we will comply with such instructions / directions issued by RBI from time to time.

The Code may have set higher standards than those prescribed in the regulatory instructions and such higher standards will prevail as the Code represents the best practices voluntarily agreed to by us as our commitment to you.

We will endeavour to adopt higher standards of banking practices to extend better customer service and achieve higher levels of customer satisfaction.

In the Code, ‘you’ denotes the customer and ‘we’ / ‘us’, the bank, the customer deals with. Branch includes Banking Outlet / Part-time Banking Outlet.

The code shall come into effect from January 1st, 2018.

Disclosure of Customer Complaints31 March, 201831 March, 201731 March, 201631 March, 201531 March, 2014
a.No. of complaints pending at the beginning of the year42,1849499951376975564
b.No. of complaints received during the year368,424337673227676231466261894
c.No. of complaints redressed during the year383,508304988227690229650259761
d.No. of complaints pending at the end of the year27,10042184949995137697

The above information does not include complaints redressed within the next working day

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Sr NoDisclosure of Awards passed by the Banking OmbudsmanPosition as on 31 March 2018Position as on 31 March 2017Position as on 31 March 2016Position as on 31 March 2015
1
No. of unimplemented awards at the beginning of the year
0
0
0
2
2
No. of awards passed by the Banking Ombudsman during the year
0
0
3
0
3
No. of awards implemented during the year
0
0
0
1
4
No. of unimplemented awards at the end of the year
0
0
0*
*3 Awards cancelled
0*
*1 Award cancelled

A central tenet in the Bank’s Policy on Corporate Governance is commitment to ethics, integrity, accountability and transparency. To ensure that the highest standards are maintained in these aspects on an on-going basis and to provide safeguards to various stakeholders (including shareholders, depositors and employees) the Bank has formulated a ‘Whistleblower Policy’. The Policy provides stakeholders with the opportunity to address serious concerns arising from irregularities, malpractices and other misdemeanours, if any, committed by the Bank’s personnel by approaching a Committee of senior officials of the Bank, set-up for the purpose (known as the Whistleblower Committee). Concerns relating to senior management can be reported directly to the Audit Committee of the Board. The Policy is intended to encourage stakeholders to report suspected or actual occurrence of illegal, unethical or inappropriate actions, behaviour or practices by staff without fear of retribution. To ensure smooth flow and management of complaints under Whistleblower policy, a web-based application – www.cwiportal.com has also been set up which provides an option for anonymous reporting thereby enabling the stakeholders to lodge their complaints online over a secure platform without fear of revelation of identity. The Policy contains provisions protecting Whistleblowers from any unfair action prejudicial to their interest. The Audit Committee of the Board reviews, on a quarterly basis, a synopsis of the complaints received and the resolution thereof.

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