A recent press report said that State Bank of Mysore has introduced a customer friendly initiative according to which aggrieved customers now need to just send an “unhappy” SMS to an exclusive number. Within seconds, an auto-generated message will acknowledge the message receipt with a complaint number, the sender’s mobile number, date and time of receipt of complaint etc.
Mr. Dilip Mavinkurve, Managing Director, State Bank of Mysore, told the press during the launch of green banking initiatives of the bank that the ‘SMS Unhappy’ project is one of the bank’s measures to ensure a customer-friendly grievance redressal mechanism. He said that the initiative is a simple, paperless means to facilitate the customers to represent their complaints for an early and economical resolution. The ‘unhappy’ message has to be sent to 9900020002.
Mr. Dilip on explaining the process said that the automated message will then be followed by a call from the “Happy Room”, which is a special control room, to the aggrieved customer to note down the grievance. The grievance is then passed on to the branch manager concerned, and also to the bank’s controllers at the regional offices, administrative office and the head office. Once the grievance is resolved, the customer gets a message from the bank notifying him/her of the resolution.