Bank of Baroda Officers Association requests MD&CEO to look into increasing attacks on Bank Staff

The All India Bank of Baroda Officers’ Association has written to the Managing Director and CEO of Bank of Baroda, Debadatta Chand, highlighting the growing problem of physical assaults, harassment, and verbal abuse faced by bank staff across branches.

In their detailed letter, the association expressed deep concern over the increasing number of such incidents, stating that employees have become easy targets for anti-social elements. These incidents, they noted, have left staff members, including female employees, feeling demoralized and unsafe.

Key Concerns Raised by the Association

1. Physical and Verbal Abuse:
   • The association reported a rise in incidents of physical violence and verbal abuse by customers.
   • They emphasized that no customer, regardless of their status, has the right to use offensive language or mistreat employees.
2. Lack of Reporting and Action:
   • Complaints to law enforcement agencies are often delayed or discouraged to protect the bank’s reputation, leaving staff vulnerable.
   • The association stressed the need for swift reporting of such incidents to the police to deter future occurrences and build trust among employees.
3. Need for Cultural Change:
   • They highlighted the issue with the widespread notion that “the customer is always right,” which has emboldened some individuals to overstep boundaries.
   • The association called for recalibrating this mindset to protect employees’ dignity without compromising customer service.
4. Staff Shortages:
   • A severe shortage of staff across branches has exacerbated the problem.
   • The association pointed out that despite a significant increase in the bank’s business, there has been no adequate recruitment of officers, clerical staff, or sub-staff, leading to overburdened employees.

Proposed Solutions

To address these pressing issues, the association made the following recommendations:

1. Mandatory Police Complaints:
   • Immediate instructions should be issued to all branches to file police complaints in cases of physical or verbal abuse.
2. Enhanced Security Measures:
   • Strengthen security infrastructure, particularly in high-risk areas, to protect both employees and customers.
3. Standard Operating Procedures (SOPs):
   • Issue clear guidelines for handling cases of harassment and violence to ensure consistent action across branches.
4. Adequate Staffing:
   • Prioritize recruitment in all cadres to reduce the workload on existing staff and improve customer service.
5. Legislative Support:
   • The association also urged the need for a “Bankers’ Protection Act” to safeguard employees against violence and abuse in the workplace.

Call for Leadership Action

The association concluded by urging the bank’s leadership to take decisive action to ensure the safety and well-being of its employees. They emphasized that protecting staff is essential not only for employee morale but also for maintaining the bank’s reputation and delivering quality service to customers. The matter now awaits the bank’s response and further action.