Exim Bank’s Grievance Redressal Mechanism (GRM) aims to ensure a fair, transparent, accessible and time bound process for addressing the various natures of grievances from different constituents.
An aggrieved impacted party may submit its grievance to the designated Grievance Redressal Officer (GRO) based on the nature of the constituents, clearly stating the nature of grievance along with the supporting documents, if any.
A grievance may be submitted by an email and while sending the mail, subject line may be mentioned as “Grievance”. It can also be sent by post/ through hand delivery in the sealed envelope, by super scripting word “Grievance” on the envelope. This will ensure easy identification and prompt attention. A grievance may also be submitted through CPGRAMS.
Click for “Complaints Flowchart” section
Grievance, if eligible to be covered under GRM, shall be acknowledged by GRO. The details of GROs with their contact details are as under:
Details of the Grievance Redressal Officers (#)
Grievance Redressal Officer for Borrowers / Company requesting facilities
Smt. Rima Marphatia
Chief General Manager
Export-Import Bank of India
Floor 21, Centre One Building,
World Trade Centre, Cuffe Parade,
Mumbai - 400005.
E-mail:borrowers[dot]grievances[at]eximbankindia[dot]in
Grievance Redressal Officer for Investors
Smt. Manjiri Bhalerao
Chief General Manager
Export-Import Bank of India
Floor 21, Centre One Building,
World Trade Centre, Cuffe Parade,
Mumbai - 400005.
E-mail:investors[dot]grievances[at]eximbankindia[dot]in
Grievance Redressal Officer for People with Disabilities
Shri Dharmendra Sachan
General Manager
Export-Import Bank of India
Floor 21, Centre One Building,
World Trade Centre, Cuffe Parade,
Mumbai - 400005.
E-mail:pwd[dot]grievances[at]eximbankindia[dot]in
Grievance Redressal Officer for CPGRAMS and Others
Shri T D Sivakumar
Chief General Manager
Export-Import Bank of India
Floor 21, Centre One Building,
World Trade Centre, Cuffe Parade,
Mumbai - 400005.
E-mail:grievances[at]eximbankindia[dot]in
# excludes all matters pertaining to Govt of India supported Lines of Credit (LOC), Concessional Financing Scheme (CFS) and Bank’s Employees.
Escalation Mechanism:
If a complainant is not satisfied with the resolution provided by the GRO and intends to represent it to the Appellate Authority (AA), the complainant should do so within 15 days of receipt of GRO’s response (*GRO while advising the complainant about redressal, will advise the name of the Appellate Authority, to whom the matter should be escalated). The AA will consider the representation and after making enquiries as he / she deems fit will provide his / her decision.
Appellate Authority:
Shri Tarun Sharma
Deputy Managing Director
Export-Import Bank of India
Floor 21, Centre One Building,
World Trade Centre, Cuffe Parade
Mumbai- 400005.
E-mail: tarun[at]eximbankindia[dot]in
Or*
Smt. Deepali Agrawal
Deputy Managing Director
Export-Import Bank of India
Floor 21, Centre One Building,
World Trade Centre, Cuffe Parade
Mumbai- 400005.
E-mail: deepali[at]eximbankindia[dot]in
For Information of Investors:
Axis Trustee Services Limited
Address:
Registered Office:
Axis House, Bombay Dyeing Mills Compound, Pandhurang Budhkar Marg, Worli Mumbai - 400 025
Corporate Office:
The Ruby, 2nd floor, SW, 29 Senapati Bapat Marg, Dadar West, Mumbai 400 028
Tel: (022) 62300451, 9819536889
E-mail: sbteam[at]axistrustee[dot]in
Website: www.axistrustee.com
Grievance Redressal Officer for GOI – LOC and CFS
Shri Vikramaditya Ugra
Chief General Manager
Export-Import Bank of India
Office Block, Tower 1, 7th Floor
Adjacent to Ring Road, Kidwai Nagar (East),
New Delhi-110023.
E-mail: vikramaditya[at]eximbankindia[dot]in
