
Public Notice : Krung Thai Bank Public Company Limited, Mumbai Branch - India's Deposit Accounts Being Moved to HDFC Bank More Information .
- Mumbai Branch Information
- Disclosures under New Capital Adequacy (Basel III) Framework
This policy document aims at minimizing instances of customer complaints and grievances through proper service delivery and review mechanism and to ensure prompt redressal of customer complaints and grievances.
The bank’s policy on grievance redressal follows the under noted principles.
- Customers be treated fairly at all times
- Complaints raised by customers are dealt with courtesy and on time
- Customers are fully informed of avenues to escalate their complaints/grievances within the organization and their rights to alternative remedy, if they are not fully satisfied with the response of the bank to their complaints.
- Bank will treat all complaints efficiently and fairly as they can damage the bank’s reputation and business if handled otherwise.
- The bank employees must work in good faith and without prejudice to the interests of the customer.
The customer complaint arises due to;
- The attitudinal aspects in dealing with customers
- Inadequacy of the functions/arrangements made available to the customers or gaps in standards of services expected and actual services rendered.
The customer is having full right to register his complaint if he is not satisfied with the services provided by the bank. He can give his complaint in writing, orally or over telephone. If customer’s complaint is not resolved within given time or if he is not satisfied with the solution provided by the bank, he can approach Banking Ombudsman with his complaint or other legal avenues available for grievance redressal.
Bank would appoint a Nodal Officer who will be responsible for the implementation of customer service and complaint handling for the entire bank. The bank may also appoint other designated officers such as Customer Service Officer to handle complaint grievances.
Complaint has to be seen in the right perspective because they indirectly reveal a weak spot in the working of the bank. Complaint received should be analyzed from all possible angles. It is bank’s foremost duty to see that the complaint should be resolved completely to the customer’s satisfaction and if the customer is not satisfied, then he should be provided with alternate avenues to escalate the issue.
Customer complaints would be resolved within 15 days of its receipt and incase more than 15 days are needed to resolve then the same would be communicated to the customer.
The bank recognizes that customer’s expectation/requirement/grievances can be better appreciated through personal interaction with customers by bank’s staff. Many of the complaints arise on account of lack of awareness among customers about bank services and such interactions will help the customers appreciate banking services better.
The Bank shall adopt below mentioned approach for handling / escalation of complaints/ grievances by the customers. The Bank shall ensure that appropriate efforts are made to resolve the escalated complaints within the Bank itself. In case of inability to resolve the complaint within the Bank, appropriate reasons shall be documented for non-resolution of such complaints.
Escalation of customer complaints/ grievances shall be handled in a structured manner as under:
Complaints / Grievances |
Official to be approached |
To be lodged with |
Customer Service Officer |
First level of escalation |
Deputy General Manager |
Second level of escalation |
General Manager |
Third level of escalation |
Nodal Officer |
Fourth level of escalation |
Banking Ombudsman |
The Bank shall inform the customers that if their complaints are not resolved to their satisfaction, they may approach Nodal Officer, whose details are given below:
Details of Nodal Officer
Mr. Shaukat Faizi
Senior Manager – Operations
6th Floor, 62, Maker Chambers VI, Nariman Point, Mumbai – 400 021.
Tel Nos. : (022) 22873741-43
Fax : (022) 22873744
Email : shaukat.faizi@krungthai.com
If the customer is still not satisfied, the Bank shall inform the customer that he may approach the banking ombudsman within one month from the date of such intimation.
Name & Address of the Office of Banking Ombudsman
Dr. Neena Rohit Jain
C/o Reserve Bank of India
4th Floor, RBI Byculla Office Building, Opp. Mumbai Central Railway Station, Byculla, Mumbai-400 008.
STD Code : 022
Tel No. : 23022028
Fax : 23022024
Email : cms.bomumbai1@rbi.org.in
Scope of Application and Capital Adequacy
Capital structure:
Composition of capital |
31.03.2020 (Basel III) |
31.03.2019 (Basel III) |
Tier 1 Capital |
|
|
Start-Up Capital-Interest free funds remitted from H.O. |
358,445 |
358,445 |
Statutory Reserves |
207,163 |
193,665 |
Deduction on account of Intangible Assets-Deferred Tax Assets |
Nil |
Nil |
Less: Deposit with overseas branch |
Nil |
Nil |
Total Tier1 Capital |
565,608 |
552,110 |
Tier2 Capital |
11,016 |
9,755 |
Total eligible Tier2 Capital |
11,016 |
9,755 |
Total Eligible Capital |
576,624 |
561,865 |
Capital Adequacy:
Quantitative Disclosures:
Particulars |
31.03.2020 (Basel III) |
31.03.2019 (Basel III) |
(a) Capital requirement for Credit Risk: |
|
|
|
35,524 |
41,121 |
|
Nil |
Nil |
(b) Capital requirement for Market Risk: |
|
|
|
|
|
|
13,210 |
2,108 |
|
450 |
450 |
|
Nil |
Nil |
(c) Capital requirement for Operational Risk: |
|
|
|
24,567 |
24,566 |
(d) Common Equity Tier-1 Capital ratio % |
64.18 |
70.88 |
|
64.18 |
70.88 |
|
1.25 |
1.25 |
|
65.43 |
72.13 |
Risk Exposure and Assessment
- Credit Risk
- Market Risk
- Operational Risk
- Liquidity Risk
- Interest Rate Risk in the Banking Book
Credit Risk: General Disclosures (including equities):
Quantitative Disclosure:
Total Gross Credit Exposures without taking into account the effect of Credit Risk Mitigation techniques: |
2020 |
2019 |
Total fund based credit risk exposure |
135,000 |
135,000 |
Total non-fund based credit risk exposure |
1,000 |
1,000 |
Industry-Type distribution of exposures:
Industry Name |
Fund Based |
Non-Fund Based |
Total |
Iron and Steel |
3,303 |
NIL |
3,303 |
Petrochemicals |
14,987 |
NIL |
14,987 |
Decoration |
NIL |
1,000 |
1,000 |
Residual contractual maturity breakdown of assets:
Particulars |
Cash & Balances with RBI |
Inter Bank Assets |
Investments |
Advances |
Fixed & Other Assets |
Total |
Next Day |
616 |
693,186 |
Nil |
Nil |
114 |
693,916 |
02-07 D |
Nil |
Nil |
Nil |
1,631 |
Nil |
1,631 |
08-14 D |
Nil |
Nil |
254,215 |
Nil |
Nil |
254,215 |
15-28 D |
128,891 |
Nil |
49,877 |
2,145 |
Nil |
180,913 |
29D-3M |
Nil |
Nil |
2,081,890 |
14,424 |
1,462 |
2,097,775 |
3M-6M |
Nil |
Nil |
343,240 |
Nil |
338 |
343,578 |
6M-12M |
Nil |
203,527 |
1,411,021 |
Nil |
7,839 |
1,622,387 |
1YR-3YR |
Nil |
Nil |
Nil |
Nil |
272 |
272 |
3YR-5YR |
Nil |
Nil |
Nil |
Nil |
1,964 |
1,964 |
Over5YRS |
Nil |
Nil |
Nil |
Nil |
89,793 |
89,793 |
Total |
129,507 |
896,713 |
4,140,243 |
18,200 |
101,781 |
5,286,444 |
Credit Risk: Portfolios subject to Standardised Approach
Quantitative Disclosure:
Particulars |
` |
Below 100% risk weight |
5,183,793 |
100% risk weight |
96,580 |
More than 100% risk weight |
116,800 |
Credit Risk Mitigation: Standardised Approaches
Quantitative Disclosure:
Securitization: Disclosure for Standardised Approach
Market Risk in Trading Book:
Quantitative Disclosure:
Particulars |
` |
Interest Rate Risk |
13,210 |
Foreign Exchange Risk |
450 |
Equity Risk |
Nil |
Operational Risk:
Interest Rate Risk in Banking Book (IRRBB)
