Digital Grievance Management for Transparent & Accountable Banking
Sarva Haryana Gramin Bank (SHGB) introduces a 100% paperless, 24/7 Online Grievance Redressal System to serve millions of citizens across Haryana with speed, security, and full transparency.
24/7 Online Portal
Accessible Anytime across Haryana.
Instant SMS Tracking
Real-time Ticket Reference sent to phone.
4-Tier Matrix
Automated Escalation Architecture.
RBI SLA Compliant
Full Regulatory Turnaround Adherence.
Empowering Haryana Citizens with Digital Grievance Resolution
Modernizing rural and urban banking customer service through digital technology.
Sarva Haryana Gramin Bank (SHGB) operates hundreds of branches across urban, semi-urban, and rural Haryana. Serving millions of account holders requires a robust, trustworthy, and easily accessible grievance handling framework. The Online Grievance Redressal System (OGRS) replaces traditional paper-based complaints with a unified digital platform.
Our core vision is to deliver transparent, frictionless, and accountable banking services. Whether you are facing an issue with an ATM withdrawal, UPI transaction, account billing, loan service, or Credit Information Report (CIBIL/CRI), OGRS allows you to lodge a complaint from any smartphone or computer without traveling to a branch.
Universal 24/7 Access
File complaints anytime, anywhere without branch visit delays.
Permanent Digital Record
Every submission receives a unique Ticket ID (e.g., 2026-00105).
Automated Escalation
Cases escalate up the bank hierarchy if unresolved in time.
Regulatory Compliance
Full adherence to Reserve Bank of India (RBI) turnaround guidelines.
Transforming Rural & Urban Banking Grievances
See how the new digital OGRS system eliminates traditional banking headaches.
Old Manual System
Slow, Paperwork, Lost Complaints
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Branch Travel: Customers had to travel miles to a branch and submit physical letters.
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Lost Papers: Paper letters were frequently misplaced on desks or lost during transfers.
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Zero Tracking: Customers had no status visibility and had to make repeated branch visits.
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Transfer Delays: Complaints sent to the wrong branch were rejected or delayed indefinitely.
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Blind Management: Head Office had zero live visibility into pending branch grievances.
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Manual Audit: Preparing quarterly RBI regulatory reports took weeks of manual labor.
New Digital OGRS
24/7 Access, Total Transparency
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Paperless & Mobile: File complaints online in 2 minutes via mobile & OTP verification.
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Permanent Record: Every complaint generates a permanent digital record with SMS tracking.
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Real-Time Transparency: Automated SMS alerts sent directly to phone at every milestone.
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1-Click Ticket Transfer: Branch officers can instantly transfer misrouted tickets internally.
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Executive Live Dashboard: Real-time central dashboard with instant department & region filters.
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1-Click RBI Audit Logs: Head Office can export statewide Excel compliance logs in 1 click.
Structured 4-Level Grievance Resolution Matrix
Ensuring complete accountability at every level of bank administration.
Customer / Grievant
Public Access Level
Mobile OTP Login, Select Category & Branch, Attach Receipts/PDFs, Track Status Online, Instant SMS Alerts.
Branch Office
Local Frontline Review
Branch Queue Dashboard, Local Investigation, Official Remarks, Internal Ticket Transfer to Correct Branch.
Regional Office
District & Zonal Level
Multi-Branch Regional Monitoring, Delayed Ticket Intervention, Escalation Review & Officer Guidance.
Head Office Admin
Top Management Level
Statewide Master Oversight, Category & Branch Controls, Inspection & Audit (I&A) Tagging, 1-Click RBI Excel Exports.
How Your Grievance Travels from Submission to Resolution
Step-by-step end-to-end grievance workflow with automated resolution and escalation branching.
Step 1: Filing
Customer Portal
Customer logs in using Mobile & OTP, selects issue category, attaches supporting proof, and submits.
Step 2: Ticket & SMS
Instant Reference
System generates a unique Ticket Reference ID (e.g. 2026-00105) and dispatches instant SMS confirmation.
Step 3: Branch Action
Local Verification
Ticket lands on assigned Branch Manager's dashboard for verification, local inquiry, and official response.
Resolution
Ticket Closed & SMS Sent
Escalation
Regional / Head Office Review
Built with Bank-Grade Security & Safety
Multi-layer security architecture protecting customer data and bank records.
Mobile OTP Verification
Verifies authentic phone numbers to prevent fake registrations.
Anti-Bot Captcha Defense
Shields the portal from automated spam submission bots.
5-Attempt Account Lockout
Automatically locks accounts for 15 minutes after 5 failed attempts.
Malicious PDF File Scanner
Scans all uploaded proof documents to block malicious files.
Data Privacy & Encryption
Encrypts customer phone numbers, emails, and credentials in database.
Cloud Backup Storage
Securely stores complaint attachments on Amazon S3 cloud storage.
Frequently Asked Questions (FAQ)
How do I register a complaint on the SHGB Grievance Portal?
Visit the portal, enter your mobile number, verify via OTP, select your issue category and branch office, describe your problem, attach supporting proof if any, and click Submit.
How can I track the status of my filed complaint?
Enter your unique Ticket ID (received via SMS upon filing) on the "Track Status" page to view real-time updates, investigating officer details, and official branch responses.
What if I select the wrong bank branch while filing?
Do not worry. The receiving branch officer will use the system's 1-click Ticket Transfer feature to forward your complaint to the correct holder branch internally without requiring you to re-file.
What types of issues can I report on this portal?
You can report issues related to ATM cash failures, failed UPI/NetBanking transfers, account debit errors, loan services, and CIBIL/Credit Information Reports.