Customer Feedback

At ICICI Bank Canada, our clients are our main priority. We are committed to the highest quality of customer service. If you have any concerns about privacy and confidentiality, or if you have encountered any problem, we want to hear about it.

Filing a complaint at your neighborhood branch

When a problem occurs it is generally easier to check the facts and make the correction at the location where the problem originated. Staff are trained to do everything they can to correct the situation and to respond to complaints promptly. They can also assist you if you have questions regarding ICICI Bank’s policies concerning tied selling, privacy or compliance.

In most cases, the Customer Service Manager should be able to resolve the problem; if not, you should ask to speak to the Branch Manager, who will undertake further investigation and action.

Alternatively, you may choose to call our Customer Contact Centre toll-free at 1-888-ICICI-CA (1-888-424-2422) and one of our Customer Service Specialists will be glad to assist you. If you still have trouble reaching us, you may wish to contact us by email at customercare.ca@icicibank.com and we will attend to your request within two business days.

Filing a complaint at the corporate office

Sometimes, a situation cannot be resolved to your satisfaction at the branch level; perhaps the complaint concerns ICICI Bank’s policy or requires an intervention of the corporate office. In such cases, you should contact our corporate office to ensure your concerns are routed to the appropriate executive. Following the receipt of your complaint, an acknowledgement letter will be sent to you within five business days and your concerns will be investigated to reach a solution. You may contact us at:

Mail:	Complaints Officer ICICI Bank Canada Exchange Tower 130 King Street West, Suite 2130 Toronto, Ontario M5X 1B1
Toll-free:	1-888-ICICI-CA (1-888-424-2422)

The Office of the President and Chief Executive Officer

You may also choose to write to the President and Chief Executive Officer. The President and Chief Executive Officer responds personally to all written complaints. You will receive an acknowledgement of your correspondence within five business days upon receipt. If necessary, the President and Chief Executive Officer will initiate further investigation and respond as soon as possible.

Mail:

President & Chief Executive Officer ICICI Bank Canada Exchange Tower 130 King Street West, Suite 2130 Toronto, Ontario M5X 1B1

Filing a complaint with internal independent bodies

The Office of the Ombudsman
Consistent with industry standards, ICICI Bank Canada has established the Office of the Ombudsman to help with matters that remain unresolved. If, after pursuing other channels, you feel your problem is still unresolved, you can contact the Office of the Ombudsman in writing or by telephone.

Concerns regarding potential tied selling practices should also be addressed through the Office of the Ombudsman. The Ombudsman will acknowledge all correspondence within five business days upon receipt and will further investigate your concerns with ICICI Bank Canada on your behalf. You may rest assured that the Ombudsman treats every problem or situation with all due consideration. The services of the Ombudsman are free of charge. The ICICI Bank Canada Ombudsman can be contacted at:

Mail:	Office of the Ombudsman ICICI Bank Canada Don Valley Business Park 150 Ferrand Drive, Suite 1200 Toronto, ON M3C 3E5
Toll-free:	1-888-ICICI-CA (1-888-424-2422)
E-mail:	ombudsman.ca@icicibank.com

The Office of the Privacy Officer

If you have unanswered questions, or unresolved concerns or complaints about the way in which personal information is collected, used, or disclosed by ICICI Bank Canada, you may contact ICICI Bank Canada’s Privacy Officer by telephone, fax, mail or email. The Privacy Officer will acknowledge all your correspondence within five business days upon receipt and respond upon completion of a detailed investigation. A copy of our Privacy Code is available at your ICICI Bank office or from our Privacy Officer. The ICICI Bank Canada Privacy Officer can be contacted at:

Mail:	The Office of the Privacy Officer ICICI Bank Canada Exchange Tower 130 King Street West, Suite 2130 Toronto, Ontario M5X 1B1
Toll-free:	1-888-ICICI-CA (1-888-424-2422)

Filing a complaint with external government bodies

Ombudsman for Banking Services and Investments
Should all of our efforts to resolve a dispute fail, you may turn to sources outside ICICI Bank Canada for further assistance.

Certain disputes that remain unresolved after being reviewed by the ICICI Bank Canada Ombudsman may be directed to the Canadian Banking Ombudsman. The Canadian Banking Ombudsman is an independent office responsible for assisting banking customers with their concerns. If you wish, the ICICI Bank Canada Ombudsman can assist you in forwarding your concerns to the Canadian Banking Ombudsman.

Mail:	Ombudsman for Banking Services and Investments PO Box 896 Station Adelaide Toronto, Ontario M5C 2K3
Toll-free:	1-888-451-4519
Toll-free Fax:	1-888-422-2865
E-mail:	ombudsman@obsi.ca
Website:	www.obsi.ca

The Financial Consumer Agency of Canada

Federally-regulated financial institutions have certain legal obligations to consumers, ranging from account opening requirements to the disclosure of information. Formed in October, 2001, the Financial Consumer Agency of Canada (FCAC) investigates complaints that relate to a possible violation of these legal obligations. The FCAC does not handle complaints involving product pricing; service quality; loan and credit granting policies; billing, advertising or contractual matters; or, other general service issues. If you remain concerned about a possible breach of legislation, you may contact the FCAC as follows:

Mail:	Financial Consumer Agency of Canada 427 Laurier Avenue West 6th Floor Ottawa, Ontario K1R 1B9
Toll-free:	English: 1-866-461-FCAC (3222) French: 1-866-461-ACFC (2232)
Toll-free Fax:	1-866-814-2224
E-mail:	info@fcac-acfc.gc.ca
Website:	www.fcac-acfc.gc.ca

The Office of the Privacy Commissioner of Canada

If you feel appropriate action was not taken by the ICICI Bank Canada Privacy Officer to resolve your privacy concerns, you should write or call the Privacy Commissioner of Canada. The Privacy Commissioner of Canada is an independent office responsible for assisting customers with their privacy concerns. If you wish, the ICICI Bank Canada Privacy Officer can assist you in forwarding your concerns to the Privacy Commissioner of Canada.

Mail:	The Privacy Commissioner of Canada 112 Kent Street Place de Ville Tower B, 3rd Floor Ottawa, Ontario K1A 1H3
Toll-free:	1-800-282-1376
Tel:	(613) 995-8210
Fax:	(613) 947-6850
E-mail:	info@privcom.gc.ca
Website:	www.privcom.gc.ca