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Company Information

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Punjab & Sind Bank

Jan 19
16.75 +0.10 (+ 0.60 %)
VOLUME : 53024
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Jan 19
16.75 +0.10 (+ 0.60 %)
VOLUME : 473749
Prev. Close 16.65
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Market Cap. ( ₹ ) 6788.22 Cr. P/BV 0.81 Book Value ( ₹ ) 20.64
52 Week High/Low ( ₹ ) 24/13 FV/ML 10/1 P/E(X) 0.00
Bookclosure 20/07/2021 TTM EPS ( ₹ ) -4.50 Div Yield (%) 0.00
You can view full text of the latest Director's Report for the company.
Year End :2019-03 

The Board of Directors has pleasure in presenting Annual Report of the Bank along with the Balance Sheet and Profit and Loss Account for the year ended 31st March, 2019.


TOTAL BUSINESS: During the year ended 31.03.2019, total Business of the Bank stood at Rs.1,71,305.07 crore as compared to Rs.1,71,464.95 crore as on 31.03.2018.

PROFIT: The Bank recorded a Net Loss of Rs.543.48 crore for the year 2018-19 as compared to Net Loss of Rs.743.80 crore during the FY 2017-18. The Return on Assets (ROA) stood at (-) 0.47% as compared to that at (-) 0.69% in the year 2017-18.


The Board has not recommended any dividend for the year 2018-19.

CAPITAL & RESERVE: The Net Worth of the Bank stood at Rs.3652.26 crore as on 31.03.2019 compared to Rs.4733.96 crore as on 31.03.2018.

The Capital Adequacy Ratio (Basel III) of the Bank is 10.93% as on 31.03.2019 against the minimum stipulated requirement of 10.875%.


The total deposits of the Bank stood at Rs.98,557.60 crore as on 31.03.2019 as compared to Rs. 1,01,726.17 crore as on 31.03.2018. The average cost of deposits of the bank stood at 6.01% as compared to 5.93% in previous year.


The Bank's Advances stood at Rs.72,747.47 crore as on 31.03.2019 as compared to Rs.69,738.78 crore as on 31.03.2018. The average yield on Advances stood at 8.61% as compared to 8.80% during the last year.


The Bank continues to accord importance to the three Social Security schemes launched by Govt. of India. During the FY 2018-19, enrollment of subscribers under the Pradhan Mantri Suraksha Bima Yojana (PMSBY) was 10,04,470 and under the Pradhan Mantri Jeevan Jyoti Bima Yojana (PMJJBY) it was 1,99,498. The Bank could add 1,47,639 subscribers under the Atal Pension Yojana (APY) during the same period.

Bank has earned Rs. 119.28 Lac as a non-fund income on account of the above enrollments.

The Bank's branches had participated in every APY Campaign launched by PFRDA and the Bank secured Three Awards for the campaign “APY Formation Day (May 2018)”, “APY Exemplary Eight (Jan 2019)” and “APY Art of Inclusion (Mar 2019)” alongwith 7 awards to Best Zonal Managers and Branch Manager.

The performance of the bank under different Small Saving Schemes of the Government continued to be good and during FY 201819, a total of 9166 new accounts were opened under the Public Provident Fund (PPF), Senior Citizen Saving Schemes (SCSS) & Sukanya Samriddhi Account (SSA).The Bank has earned Rs. 14.75 Lac as non fund income from these Schemes.


Our Bank has been an active participant in promoting Financial Inclusion. This is evident from the number of accounts opened, being successful in getting the account holders to keep the accounts funded, in providing Rupay Card linkage and providing all the attendant services with excellent coverage.

A. Bank's Status under PMJDY as on 31.03.2019:

Sl No.




Total PMJDY A/Cs

13.05 lac


Operative PMJDY Accounts

11.18 lac (86%)


Total Rupay Cards Issued

11.74 lac (90%)


Balance held in the PMJDY accounts

R 685 Cr.


Average Balance in the the accounts

R 5250/-


Number of Over Drafts Sanctioned in the accounts



Amount Sanctioned under the overdraft

R 9.48 Cr.


Number of Zero balance accounts

18574 (1.4%)

B. Gram Swaraj Abhiyan & Extended Gram Swaraj Abhiyan :

Department of Financial services launched two subsequent schemes for bringing villagers from far-flung areas also under the ambit of Banking services. The first one named, 'Gram Swaraj Abhiyan (GSA)' as launched on 14.04.2018 and it lasted up to 05.05.2018. The second one named 'Extended Gram Swaraj Abhiyan (EGSA)' launched on 01.06.2018 continued up to 14.08.2018. Performance of our Bank under the GSA is mentioned below:



Bank's Achievement

GSA (14.04.18 - 05.05.18)



EGSA was launched with the objective of providing universal coverage under financial inclusion. The Department of Financial Services allotted villages to Executive Directors of Public Sector Bank for supervising and coordinating the activities of various banks and support service agencies in the respective areas. Our Bank was allotted Moga & Ferozepur districts of Punjab for achieving 100% saturation under the flagship FI programmes of the government. We could achieve the targets allotted to the respective areas by effectively coordinating with all the banks operating there.




District/ state




% achv



% Achv



% Achv

Ferozepur (19 banks)











Moga (17 banks)






















The performance of our Bank is mentioned below:






% Achv.



% Achv.



% Achv.










C. PMJDY Campaign (Oct'18 - Mar'19):

Department of Financial services, Govt of India decided to extend the comprehensive PMJDY program beyond 28.08.2018 with the change in focus on opening accounts from “every household” to “every adult”. The campaign was launched with the objective of opening 3 crore PMJDY accounts additionally and provide Rupay card linkage in all those new accounts. The target allotted to our Bank and achievement are given below:

Bank's performance under Campaign:

Sl No.



Bank's status

% Achievement


Opening of PMJDY Accounts (Oct-March)

3.19 lac

2.23 lac



Issuance of PMJDY RuPay Cards (Oct-March)

3.19 lac

1.75 lac


D. Individual Bank Mitr Model:

Bank has appointed a total of 353 Bank Mitrs in 11 states divided through 19 Zonal Offices to provide Banking Services to rural areas where brick & mortar branch is not available. Bank has adopted individual BC Model. M/S TCS has been selected for FIG/Service provider. BCs provide basic Banking services like A/C opening, Deposit/ Withdrawal & Fund Transfer (interoperable), Balance Enquiry & Mini Statement, sourcing of GCC/KCC, FD/RD opening, sourcing of various micro insurance schemes (PMJJBY,PMSBY) along with pension schems (APY) & helping Branches in recovery of NPA/TWO accounts etc.

Performance of Bank Mitrs:


FY 2017-18

FY 2018-19

Total Business brought by Bank Mitrs

Rs. 359 Cr

Rs 382 Cr

Total No of Transactions done on MicroATMs

Rs 16.17 Lac

Rs 10.34 lac

Total FD/RD Accounts opened



Total Deposit brought

Rs 242 Cr

Rs 266 Cr

No of KCC opened and Amount disbursed



Rs 104 Cr

Rs 97.06 Cr

No of GCC opened and Amount disbursed



Rs 1.65 Cr

Rs 2.47 Cr

No of Accounts with NPA Recovery & Amount Recovered



Rs 11.82 Cr

Rs 16.86 Cr

E. Awards & Achievement:

The bank was adjudged as the Runner Up in the category of the Best Financial Inclusion Initiatives amongst Small Banks by Indian Banks' Association in 'Banking technology, Conference, Expo & Awards 2019'.


Sovereign Gold Bond: During FY 2018-19 Bank participated in all the six issues and was able to mobilize the sale of 61.18 Kg Gold with earning a commission of Rs 19.35 Lakh.

Gold Monetization Scheme (GMS): The Bank successfully rolled out the Gold Monetization Scheme of Govt. of India and joined the list to become one of the leading public sector bank to implement this scheme.

Bancassurance: The Bank sold a total of 5629 Life insurance policies during FY 2018-19 of both SBI Life Insurance Co and LIC of India, while a premium to the tune of Rs 10.69 Crore was collected resulting in a commission income of Rs 2.08 Crore.


- Implementation of NCMC cards

- Card Blocking through Bank's Call Centre PRIORITY SECTOR ADVANCES

Bank has won Social Banking Excellence Awards from ASSOCHAM as the Best Bank under the Priority Sector Lending other than Agriculture' and Runner-up under the Agricultural Banking Category for Small class' at the 14th Annual Banking Social Banking Excellence Awards, 2018.

- Total Priority Sector Advances stood at Rs. 28287 crore (39.04% of ANBC) as on 31.03.2019. However, as per RBI guidelines, Bank was able to surpass the regulatory target of (40% of ANBC) to PS Advances on average basis achieving 41.12% of ANBC.

- Bank's Agriculture advance stood at Rs.11750 crore (16.22% of ANBC) as on 31.03.2019. On average basis, Bank has achieved 17.35% of ANBC under Agriculture Advances.

- Bank's advance to Small & Marginal Farmers stood at Rs.6825 Crore (9.42% of ANBC) as on 31.03.2019 against the target of 8.00% of ANBC.

- Bank made advances to the tune of Rs. 1150 crore against the target of Rs. 1200 crore under Pradhan Mantri Mudra Yojana which is 95.83% against the target.

- Bank has issued RuPay Debit Cards in 2.16 lac KCC accounts out of the total operative KCC accounts of 2.21 lac (97.76%) as on 31.03.2019

- Bank has 17 Financial Literacy Centres (FLCs) at block level in Punjab & Haryana to spread financial literacy among people. A total of 1293 camps have been organized during the 2018-19 by FLC Counsellors wherein 62509 people actively participated and were sensitized about Basic Banking Services, so that they are able to avail banking services according to their requirements.

- Bank's lending to weaker sections stood at Rs.7948 Crore achieving 10.97% of ANBC as against a target of 10% of ANBC.

New Initiatives in Priority Sector:

- Bank has added 36 branches in the category of specialized MSME branches thus raising total number of Specialized MSME branches to 144.

- Relationship Officers have been appointed in specialized MSME branches to take care of various financial needs of existing MSME Customers and special helpdesk created at each of these branches for MSME Customers.

- Bank has adopted cluster-based Financing. We have 803 Branches in 268 MSME clusters, 71 Specialized Branches in 156 MSME clusters. Bank has presence in 73 Food and Agro Processing Clusters.

- Each Zonal office has adopted two MSME clusters having good potential in their area/ region during this FY 2018-19 and liaisoning with industries/ trade associations for identifying their needs.

- Bank has entered into tie up arrangement with M/s Online PSB loans Limited for mobilizing online MSME loan proposals.

- Bill discounting of MSME borrowers through TReDS platform has been introduced.


- The Retail Lending portfolio of the Bank as on 31.03.2019 stands at Rs 15826 Cr and thereby, Retail Lending has registered a business growth of 8.22 % over the previous year.

- Total advance of the Bank has increased by Rs. 3042 crore and out of that the share of retail credit is Rs. 1202 crore which is 40% of the total increase.

- The percentage of Retail credit to Gross Advances was 21.74% as on 31.03.2019.

- We have opened four centralized processing centres for retail (RLCs) to improve quality of lending and to curtail TAT. Presently 155 branches of the Bank are under the ambit of RLCs.

- The Bank has modified it's Retail Loan products to make them more attractive and competitive. A new product viz., PSB Contractor plus has been designed in order to meet credit demands of contractors under the MSME category.

- A special campaign titled “Festival Bonanza” was run from October 2018 to March 2019, covering the Retail products viz. PSB Apna Ghar and PSB Apna Vahan. The Bank sanctioned fresh loans to the tune of Rs. 1091 crore during the campaign.

Asset Quality:

The Bank continued to make concerted efforts to contain NPAs and has used all available tools of recovery including negotiated settlements and legal means. The provisions of “The Securitization & Reconstruction of Financial Assets & Enforcement of Security Interest Act -2002” were used effectively. The Bank had also organized Recovery Camps during the year at various centers.

The performance of the Bank under recovery of NPAs during the year remained reasonable. The aggressive and focused efforts resulted in the total recovery of over R2369.34 Crore during the year including recovery of R186.01 Crore in Technically Written Off Accounts.

Bank has made earnest efforts to contain fresh slippage. As a result our gross NPAs and net NPAs as on 31.03.2019 have been stood at R8605.87 Crore and R4994.23 Crore respectively against R7801.65 Crore and R4607.87 Crore as on 31.03.2018.

The position of Gross and Net NPAs as on 31.03.2019 vis-a-vis previous year is as under;

Amount in Rs. Crore


As on 31.03.2018

As on 31.03.2019











The Provision Coverage Ratio of the Bank as on 31.03.2019 stood at 59.46%.

Formation of Stressed Asset Management Vertical (SAMverT)

The SAMverT is a specialized vertical for management of all stressed assets of Rs.25 Crore and above. The following are the mandates of the vertical:

i. SMA accounts -To monitor the SMA- 1 & 2 accounts having Balance Outstanding amount Rs.25.00 Crores and above.

ii. NPA/TWO accounts - Ensures that timely action is taken under SARFAESI Act/ DRT Act/ Insolvency & Bankruptcy Code etc. Role & Responsibilities of credit monitoring department

The credit monitoring department will continue to monitor all standard accounts and SMA accounts having outstanding below Rs.25 Crore.

Progress made in the FY 2018-19

In the financial year 2018-19, the department has made total recovery amounting to Rs.2327.86 Crores against the target of Rs.2000.00 Crores. This recovery includes TWO recovery of Rs.186.18 Crores against the target of Rs.160.00 Crores.


The Department has already set up a Control Room for proper and effective monitoring of large accounts, with exposure above Rs.25 Lac at HO and accounts up to Rs.25 Lac by separate Control Rooms at Zonal Offices. These Control Rooms maintain close follow-up with the zones and branches on an ongoing basis so that there is an effective management of SMA and prevention of slippage. Restructuring of eligible cases also is being done as per the RBI guidelines.

The Department has entered into tie-up with agencies like Experian and also subscribed products like the “CIBIL like e-verify” and “CRISIL MSME Rank” for enhanced Due diligence. Various functionalities have been developed for easy reporting and having an effective check on revenue leakage besides bringing about Capital Conservation with the help of automation.


Alternate Delivery Channels

- Automation of Password Generation in E-banking/ Automation of E- banking Download & upload for new users. Implementation of Online Opening of Sukanya Samridhi Accounts through Internet Banking / Online credit and applying for account opening. Registeration of Mobile Banking in Internet Banking Module.

- On Line Applications available on website for Agriculture Loan Apply & Track, SHG Loan Apply & Track and Locker Online Apply & Check.

SMS facilities

- SMS for overdue Loan installment after two days of overdue date and the next reminder on 13th day of the installment overdue / Customer will receive SMS for both transactions debit & credit in Loan account except interest entry.

- Sending Birthday Greeting Message to all customers , whose mobile number is registered in Bank's branch.

- Sending transactional SMS both in English as well as in Hindi.

- SMS to customer at the time of closer & pre Mature closer of FDR.

- SMS to customer registering complaints through SPGRS portal at the time of registration of complaints / after closer of the complaints. Facilities for Senior Citizens

- Waiver of Cheque Book issue charges to Senior Citizens.

- Display of PPO Number on the front page of the passbook of pensioners having saving account with our Bank.

- Implementation of Door Step Banking Services for Senior Citizens and differently abled persons .

- Implementation of New tax slab TXSCZ has been created in finacle. System will not deduct TDS on interest on FDR ( including Recurring Deposits Credited/ Accrued/ Paid upto Rs.50000/ to senior citizen for a particular financial year). Existing tax slab has been changed in Cust ID for all accounts opened under the Senior Citizen Schemes.

Others initiatives

- Implementation of Auto Updation of Overdue interest in KCC account / Loan accounts.

- Printing of purchaser name in Demand Draft.

- E- Statement to Valuable Customer through Email.

Information Technology (CBS)

- A new report made available in Finacle for generating Acknowledgement for Nomination of all kind of deposit accounts.

- Introduction field made optional in Finacle as per HO KYC guidelines. Aadhaar Card made optional in finacle as per HO KYC guidelines. Implementation Of CKYC functionality in our Bank.

- A new menu has been deployed in Finacle for entering denomination details at the time of all Cash Receipts/ Cash Payments/ Exchange at branch level.

- When a Minor Account Holder turns into Major, system will raise an alert to the branch user while executing any transactions in such accounts.

- Implementation of A new menu for entering the premium details of SBI Life Insurance in order to facilitate fund transfer and smooth reconciliation process.

- Execution of SASCAL on monthly basis.



Compliance Department is working under the guidance and supervision of Chief Compliance Officer. The independent Compliance Department works as per Board approved Compliance Policy. Compliance Department disseminates the regulatory guidelines to respective business departments and places the status of compliance before Board/ ACB. Compliance Department ensures the compliance of various regulatory/statutory guidelines & codes by the way of self-certification and compliance testing.

During the FY 2018-19, RBI SSM team conducted on-site Inspection for Supervisory Evaluation (ISE) from June 11 to August 06, 2018, submitted it's Risk Assessment Report (RAR) as on 31.03.2018 along with Risk Mitigation Plan (RMP). Bank is working in coordination with the SSM, Reserve Bank of India (RBI) to implement the Risk Mitigation Plan (RMP).

During the FY 2018-19, RBI imposed monetary penalty of Rs. 1 crore on bank for non-compliance of RBI's directions on SWIFT related operational controls.


During the financial year 2018-19, the Bank adopted a multi-media strategy to build up its image in public at corporate and regional level. The publicity budget and its utilization was decentralized empowering the Zonal Heads to decide the means of the publicity depending upon the business potential of the local area, to sanction the deserving cases under their discretionary powers for proper and effective control.

The Bank sponsored various events of high publicity value, as under:-

- The Statesman Vintage and Classic Car Rally 2019 held in New Delhi.

- 4th Global Exhibition on Services 2018 held in Mumbai.

- Annual Conference of Indian Economic Association organized by Institute for Studies in Industrial Development, New Delhi.

- TEDx event organized by Indira Gandhi Technical University, New Delhi.

- Convention on Transforming India organized by Department of Commerce, Delhi School of Economics.

- International Conference on Guru Nanak's philosophy and legacy organized by SGTB Khalsa College.

- Surjit Hockey Tournament held in Jalandhar.

- P&SB Maharaja Ranjit Singh Hockey Tournament held in Amritsar. On initiative taken by the Department, the title of above tournament was changed and Bank's name was prefixed to the title.

- The Bank also received immense publicity through its traditional Wall Calander 2019 on the theme 550th Birth Anniversary of Sh. Guru Nanak Dev Ji.

- (j) To felicitate Bank's large clientele and the public, greetings ad was published in leading newspapers of India on the occasion of Prakash Utsav of Shri Guru Nanak Dev Ji and Lohri/Makar Sankranti/Bihu/Pongal festivals.

- (k) At zonal level, Bank's branding was also done across buses, metro stations and ferry vessel, in Kolkata. Besides, Bank's audio-visual advertisement was also displayed at Interstate Bus Stand at various places of Punjab, namely, Ludhiana, Sangrur, Patiala, Amritsar, Jalandhar, and Bathinda. Bank's advertisement was also broadcasted in TV Channels and FM Radio. Resorting to outdoor media publicity, Bank's hoarding was put up at departure lounge of Jammu Airport and Round about at Chandigarh Sector 41, 42 and 37.



Our focus is to achieve highest level of transparency in transactions and overall operations of the Bank. We have been regularly sensitizing all employees of the Bank to ever remain vigilant while carrying out their duties. Necessary instructions/guidelines have been circulated from time to time with an endeavor to cut down the time taken for initiation of Disciplinary action cases. Frequent exchange of ideas/opinions have taken place between CVO and other Top level Executives focusing on steps to be taken for adhering to underlying systems and procedures, framing and revising policies and emphasizing the need for ethical banking at all levels. Efforts have been made to percolate the message at all levels in the Institution.

As part of our preventive vigilance strategy, Vigilance Officers (VOs) have been posted at various Zonal Offices. Besides undertaking surprise field visits they are also scrutinizing transactions offsite in Nominal Head accounts, various Office accounts and Staff accounts at branches under the jurisdiction of concerned Zonal Office to check for any unauthorized / abnormal transactions which can have wider implications later.

It has also been our endeavor to ensure that all grievances of stakeholders are promptly redressed by the Bank and steps have been taken to ensure that the complaints received are redressed to the satisfaction of complainant. Due importance is being given to publicize and make popular the Whistle Blower Policy of the Bank.

As preventive vigilance measure, various CVC references have been taken into consideration and the inputs were provided to HO HRD Department, based on which the HO HRD Department has issued various circulars / guidelines for the benefit of operating functionaries.

Close interaction and coordination is maintained with other Departments also like General Administration, IT, Law & Recovery, Credit Monitoring etc. to discuss ways to improve systems and procedures.

Following Systemic improvements have been implemented on the basis of observations made / feedback given by vigilance officers who are working in the field under control of Vigilance department:

1) Sundry accounts: Reversal of entries from Sundry Creditors Account has been restricted. Now the system does not permit branches to debit any entry in Sundry Creditors account if the transaction amount is more than a specified limit. In cases where the amount exceeds the specified limits, consent / permission from competent authority is required.

2) Proxy accounts: Usage of proxy accounts has been limited to evade its mistreatment.

3) Recurring Deposit (RD) accounts: Closure of RD accounts through proper flow ID has been implemented in Finacle. Zero balance RD accounts are automatically closed at backend during end of the day.

The Bank observed Vigilance Awareness Week in the year 2018-19 with this year's central theme “Eradicate Corruption - Build a New India” from 29.10.2018 to 03.11.2018 in true spirit.

During this period, the Bank has organized various programmes at different locations across the country by including participation of general public at large. During the week, 220 Gram Sabhas, 521 programmes in the schools, 100 programmes in the colleges were held. Various other activities including -Debates, Elocution, Quiz programmes, Rallies, Seminars / Workshops, Walkathons, Cyclothons, Road shows, Awareness through Mobile Vans, health camps, Distribution of Pamphlets/Banners, Issue of Journal/ Newsletter, Slogan Competition, Essay Writing Competition etc. were organized. These programmes were graced by eminent personalities of the society. The staff members / customers of the Bank/ general public were encouraged to have E-Pledge through URL provided on Bank's web site, which resulted in participation of more than 15000 people and availed E-Pledge facility across the nation.

The main function was held at Staff Training College, Rohini, Delhi on 01.11.2018. The MD & CEO Sh. S. Harisankar and Executive Directors graced the occasion and addressed the gathering of more than 300 participants, mainly consisting of citizens, school students and Bank Officers. During the programme, latest updated version of Vigilance Manual was also released.


Special efforts have been made to reduce the pendency of disciplinary action cases, with the active involvement of the Disciplinary Authorities (DAs) / Controllers and with coordination with the Hon'ble CVC.

Earnest efforts are made to bring down the pendency of enquiries of more than 6 months. Efforts are also made to conclude Disciplinary action cases quickly to convey strong message in the Organization that wrong doing and malafide intent will be dealt with severely.

Special emphasis is laid on conducting training programmes on preventive vigilance and enhancement of skills and job knowledge on Disciplinary matters.


The Bank has a well established Security set-up within the Bank's organizational structure. The H.O. Security department has been regularly reviewing the security arrangements at all Currency Chests and branches and accordingly strengthening the security arrangements to meet prevailing security scenario with effective, modern and unobstructed Security Systems. All the essential and mandatory security arrangements in terms of RBI/ IBA guidelines are provided at almost all branches.

The Zonal Security Officers periodically carry-out Security audit of branches to assess the security arrangements in vogue and recommend implementation of additional preventive security measures wherever desired. They maintain close liaison with the law enforcing and administrative authorities. Besides, the Chief Security Officer and other officials from Head Office are also carrying out the security audit of the Currency Chests and also undertake random visits of the vulnerable branches of the Bank.

The Access Control System at all Currency Chests of the Bank has been strengthened in terms of RBI guidelines. A proper system of regulating access to Currency Chest Strong Rooms and proper records of entry into / exit from the Vault Room of the chest is being maintained.

Security Alarm Systems are installed at all branches and currency chests. Strong Room conforming to RBI specification are provided at majority of branches.

The Bank has a total of 12 (twelve) currency chests and all of them are being guarded by the State Police guards. All branches of the Bank except the low risk branches are provided with armed guards.

All the Security Officers undergo refresher training on security, once in a year.

Keeping in view the threat perception, volume of cash and valuables handled and need for continuous surveillance, CCTV Surveillance System have been installed at all the Currency chests, Branches & ATMS.


The year 2018-19 was a year of achievements in view of implementation of official language. This year, our bank received the highest award Kirti Shield (seconod prize) for implementation of official language in A region. On 14.09.2018 at Vigyan Bhawan in the grand ceremony, our bank's Executive Director, Dr. Fareed Ahmed Ji received the award from Hon-ble Deputy President Shri N. Venkaiyya Naidu Ji. In addition to this, the bank-s Hindi magazine <Rajbhasha Ankur- was awarded an incentive award from Reserve Bank of India at national level. This award was given by Deputy Governor of RBI, Mr. V. V. Acharya Ji to Executive Director of our bank Mr. Govind N. Dongre Ji. Simultaneously, the bank's Hindi magazine 'Rajbhasha Ankur' was awarded second prize by Delhi Bank Nagar Official Language Implementation Committee. During the year, our bank received a total no. of 17 awards in different interbank competitions organized by different banks under Delhi Bank Nagar Official Language Implementation Committee, is a record. Besides this, Bank was also awarded Rajbhasha Shields in Patiala, Surat, Jodhpur, Faridabad, Karnal, Itarsi, Ludhiana, Delhi and Gwalior by respective Town Official Language Implementation Committees for better Implementation of Official Language in banking sector. Mr. G.V. Raman (Telugu speaking) working in the Zonal Office, Bhopal awarded by Madhya Pradesh National Language Publicity Committee, Bhopal.

During the financial year 2018-19, Bank made significant progress in implementation of official language Policy of Govt. of India for promoting and propagating the use of Official Language in the Bank. The implementation of official language was prevalented and extended on the basis of the principles of project implementation by taking out Hindi from the balustrade of translation. A total of 83 workshops were organized, in which 1464 staff members were trained. Besides this, in 446 Hindi Desk Training Programmes, 1693 staff members were imparted training for using official language and Unicode training on Computers. With the aim of reviewing the progress of Official Language, inspections were conducted in 416 Branches / offices.

From financial year 2018-19, the honorarium amount given to the writers for writing in Rajbhasha Ankur Magazine has been enhanced. And , at Head office level, attractive cash prizes were also given to the winners participated in different competitons.

General Administration Department

- Completed the Furnishing and renovation work of all 8 Floors and Basement of HO building at 21,Rajendra Place,New Delhi.

- Won the title deed case which was pending since 29years against Madan and Co. for Bank owned property at Safdarjung Enclave. Lease deed has been registered in favor of the Bank by DDA.

- Bank successfully saved Rs 2.9 crore against DDA in a case where DDA claimed 3.20crore as composition fee for Extension of Time charges for construction of Banks' Staff Training college at Rohini. As per court order bank paid Rs.30lacs only.

- Successfully completed the tender for Empanelment of vendors for procurement of 675 No.s 1 1Pocket Note Sorting Machine for Branches all over the country.

- Successfully completed the sale of following unutilized non-core assets of Bank under Reform Agenda:

i) 11No.s Flats at Mumbai for Total Rs.8.91crore.

ii) Commercial property at Sanjaouli for Rs.1crore.

- Branch Ambience Standardization Manual-2018 has been circulated to Zonal Offices/Branches to have pleasing ambience of customer service area, with proper seating, uncluttered surroundings, cleanliness, proper whitewashing and painting, etc. Bank has provided Basic customer amenities to public such as access to clean toilets and safe drinking water with good hygiene.

- Bank has provided the Ramp facility in 1048 ATMs out of Total 1201 ATMs. Construction of ramps in 6 ATMs is under progress. Ramps are not feasible in remaining 147 ATMs due to various reasons like ATM located at Upper Ground/1st Floor, steeper slope, insufficient space, objection from local authority etc.


The public grievances are handled at three levels in the Bank i.e. Branch, Zonal Office and Head Office. Complaints received at any of these Offices is immediately acknowledged, redressed and final reply is given to the complainants within the timeframe.

Henceforth, HO. Inspection Dept., which is a Nodal Office for Public grievances, issue guidelines & operational instructions w.r.t. Public grievances & about complaints with Banking Ombudsman. There are 7 Nodal Offices for Handling Banking Ombudsman Complaints (ZO. Delhi 1, Chandigarh, Mumbai, Bhopal, Chennai, Kolkata & Lucknow)

Besides Bank's own designed SPGRS portal, the department is using two other portals; namely CPGRAMS (Ministry of Finance) and INGRAM (Ministry of Consumer Affairs), for receipt of public grievances and subsequent reporting of redressal/ closure.


For the Public grievances received, the Grievance is assigned to the BO/ ZO / HO Deptt. by the HO Inspection Deptt. After the assignment, the system allows 10 days to BO/ZO/ HO Deptt. to resolve the grievance. On expiry of the 11th day, if grievance remains unresolved, it automatically escalated to the respective ZOs in case of Branches and to HO Inspection Deptt. in case of ZOs and HOs deptt.


Tat for the redressal of complaints is on the reducing side every Financial year owing to the Root Cause analysis of the complaints. Grievances Redressal System is continuously improving on account of ABC analysis of the complaints/ grievances conducted every quarter by the department under the guidance of higher authorities.

By Order of the Board of Directors

Place : New Delhi S Harisankar

Date : 04 June, 2019 MD & CEO