Page 247 - NHB AR 2020-21-3 complete- Print (1)
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On-Line Inspection Report System: To digitize and ease the process of submission of reports
especially in the unprecedented times of COVID19, the Bank launched an ‘Online Inspection
Report System’ during FY 2020-21. Under this system, the Inspection Team will be able to
write the Inspection Report through online mechanism. The system will aid in significantly
reducing the time spent in combining the inputs of the team members stationed at different
locations and enable the Inspection teams to submit the inspection reports in time besides
serving as a repository for inspections. The portal is under testing stage and will be made
mandatory for Inspections in FY 2021-22.
Automated Data Flow: To further strengthen its supervisory activities, Bank has embarked
on an ambitious project called the Automated Data Flow System (ADF). Through this project,
the Bank aims to receive granular data from the HFC systems to NHB systems in a seamless,
automated manner without any manual intervention based on set frequencies. ADF will aid
the Bank in granular supervision besides generating various exception reports. The Phase-1
of the project has been successfully initiated with 5 large HFCs. In the next phase, i.e. under
Phase-2 of the project, it is proposed to onboard 15 other large HFCs for which the Bank is
continuously interacting with the Nodal Officers of the HFCs.
3.4.5 Grievance Redressal
Grievance Redressal Cell is operating in NHB, to resolve the grievances of the customers of
HFCs and NHB and its constituents. Towards this the NHB has formulated the Grievance
Redressal Policy and placed on its website. The 24x7 online portal viz. Grievance Registration
& Information Database System (GRIDS) enables the individual to lodge the complaint and
track the same in a transparent manner. NHB is registered as a Sub-ordinate Organization
under Centralized Public Grievance Redress and Monitoring System (CPGRAMS) and
Integrated Grievance Redressal Mechanism (INGRAM) of the Government of India, which
are aimed at providing enabling platform to citizens for redressal of their grievances for better
governance. As advised by the Government of India, the NHB has sent a communication to
Housing Finance Companies to analyse the grievances based on the underlying cause of the
grievances from the Process, Person and Policy point of view with appropriate intervention
to address the main points on sustainable basis.
During 2020-21, the NHB received 20,676 complaints through CPGRAMS, INGRAM and
GRIDS. Out of 20,676 complaints, 790 complaints pertained to COVID-19 and they were
resolved within the stipulated time frame. 22,682 complaints were resolved during 2020-21,
including 2,513 complaints which were under process at various stages as on June 30, 2020.
With the result, there were 507 complaints under process as on June 30, 2021.
Root Cause Analysis of the complaints received was undertaken by the NHB and the same
was apprised to the Government of India, Ministry of Finance, Department of Financial
Annual Report 2020-21 | 227
especially in the unprecedented times of COVID19, the Bank launched an ‘Online Inspection
Report System’ during FY 2020-21. Under this system, the Inspection Team will be able to
write the Inspection Report through online mechanism. The system will aid in significantly
reducing the time spent in combining the inputs of the team members stationed at different
locations and enable the Inspection teams to submit the inspection reports in time besides
serving as a repository for inspections. The portal is under testing stage and will be made
mandatory for Inspections in FY 2021-22.
Automated Data Flow: To further strengthen its supervisory activities, Bank has embarked
on an ambitious project called the Automated Data Flow System (ADF). Through this project,
the Bank aims to receive granular data from the HFC systems to NHB systems in a seamless,
automated manner without any manual intervention based on set frequencies. ADF will aid
the Bank in granular supervision besides generating various exception reports. The Phase-1
of the project has been successfully initiated with 5 large HFCs. In the next phase, i.e. under
Phase-2 of the project, it is proposed to onboard 15 other large HFCs for which the Bank is
continuously interacting with the Nodal Officers of the HFCs.
3.4.5 Grievance Redressal
Grievance Redressal Cell is operating in NHB, to resolve the grievances of the customers of
HFCs and NHB and its constituents. Towards this the NHB has formulated the Grievance
Redressal Policy and placed on its website. The 24x7 online portal viz. Grievance Registration
& Information Database System (GRIDS) enables the individual to lodge the complaint and
track the same in a transparent manner. NHB is registered as a Sub-ordinate Organization
under Centralized Public Grievance Redress and Monitoring System (CPGRAMS) and
Integrated Grievance Redressal Mechanism (INGRAM) of the Government of India, which
are aimed at providing enabling platform to citizens for redressal of their grievances for better
governance. As advised by the Government of India, the NHB has sent a communication to
Housing Finance Companies to analyse the grievances based on the underlying cause of the
grievances from the Process, Person and Policy point of view with appropriate intervention
to address the main points on sustainable basis.
During 2020-21, the NHB received 20,676 complaints through CPGRAMS, INGRAM and
GRIDS. Out of 20,676 complaints, 790 complaints pertained to COVID-19 and they were
resolved within the stipulated time frame. 22,682 complaints were resolved during 2020-21,
including 2,513 complaints which were under process at various stages as on June 30, 2020.
With the result, there were 507 complaints under process as on June 30, 2021.
Root Cause Analysis of the complaints received was undertaken by the NHB and the same
was apprised to the Government of India, Ministry of Finance, Department of Financial
Annual Report 2020-21 | 227
