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Raiffeisen Bank International | Sustainability Report 2018
Management Overview Foreword
of sustainability
Responsible
banker
Fair partner –
Human Resources
Fair partner –
Inhouse ecology
Engaged
citizen
GRI index and
Assurance report
In 2018, Raiffeisen in Austria was once again the most successful banking group in terms of customer shares, both
in the private customer as well as in the corporate customer segment. Regionality, security and sustainability have
been among the guiding principles of the Raiffeisen Banking Group since it was founded. These principles have
a special meaning during economically challenging times especially. Security and trust are the most important
criteria when choosing a bank. With a value of € 1.93 billion, the Raiffeisen brand climbed from sixth to fifth
place among all brands according to the 2018 Austrian brand value survey carried out in 2018 by the European
Brand Institute. Raiffeisen is the undisputed number one in the Austrian financial services industry
Complaint management
So as to implement the complaints procedure guidelines for European financial institutions of the EBA/ESMA
committee (European Banking Authority/European Securities and Markets Authority), RBI introduced a central
complaint management system during the third quarter of 2016 and passed corresponding head office and
group laws. We define a complaint as any type of expression of dissatisfaction directed toward the bank by a
person (natural or legal) with a specific demand regarding a specific transaction, as long as this same demand
is not the subject of a pending process in a court or at a board of arbitration or of a decision already issued by
such a body. The central responsibility for complaint management lies with Group Compliance. In accordance
with head office law, decision can be taken in co-operation with the departments that certain complaints will be
processed and resolved within the departments (in compliance with the prescribed process steps).
If an expression of annoyance – and therefore a possible complaint – is addressed to the bank or an employee,
this must be evaluated as to whether or not it qualifies as a complaint. If it does qualify as a complaint, it must always
be entered directly and without delay in the web-based complaint management system (“Archer” IT system). The
person issuing the complaint must then be kept informed of the receipt and handling of the complaint. It must be
evaluated and decided whether the complaint is justified. This decision is made by the person or department
responsible for complaint management. The result must then be documented in the system and the person who
registered the complaint must be informed. The department responsible for processing the complaint must
investigate its cause.
RBI does not consider customer complaints to be a burdensome nuisance; on the contrary, they are seen as a
welcome opportunity to enhance customer loyalty to the bank through handling the complaint in the best possible
way. Furthermore, they offer useful indications of potential for improvement. This attitude is held by all employees,
especially those who come into contact with customers. We want to give our customers the feeling that their issues
or problems are being taken seriously and that someone is personally working toward finding a quick and individual
solution for them. Information about the complaints procedure can be found on our website
(www.rbinternational.com Customer Relations Complaints Management).