Code of Banks Commitment

to Customers

January 2014




















BANKING CODE AND !ANDA"D
BOA"D O# INDIA
$$$%&'s&i%or(%in





















T)is is a Code of Customer "i()ts*
$)i') sets minimum standards of
&ankin( +ra'ti'es mem&er &anks
)a,e to fo--o$ $)i-e t)ey dea- $it)
indi,idua- 'ustomers% It +ro,ides
+rote'tion to 'ustomers and e.+-ains
)o$ &anks are e.+e'ted to dea- $it)
'ustomers in t)eir day/to/day o+erations%


!AB0E O# CON!EN! !AB0E O# CON!EN! !AB0E O# CON!EN! !AB0E O# CON!EN!

1a(e 1a(e 1a(e 1a(e
1 1 1 1 Introdu'tio Introdu'tio Introdu'tio Introdu'tion%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% n%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% n%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% n%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 1
1%1 O&2e'ti,es of t)e Code%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 1
1%2 A++-i'ation of t)e Code%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 1
2 2 2 2 Key Commitments%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% Key Commitments%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% Key Commitments%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% Key Commitments%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 2
2%1 Our key 'ommitments to you%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 2
2%1%1 !o a't fair-y and reasona&-y in a-- our dea-in(s $it) you %%%%%%%%%%%%%%%%%%% 2
2%1%2 !o )e-+ you to understand )o$ our finan'ia- +rodu'ts and
ser,i'es $ork %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 3
2%1%3 !o )e-+ you use your a''ount or ser,i'e %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 3
2%1%4 !o dea- 4ui'k-y and sym+at)eti'a--y $it) t)in(s t)at (o $ron(%%%%%%%%%% 4
2%1%5 !o treat a-- your +ersona- information as +ri,ate and 'onfidentia-%%%%%% 4
2%1%6 !o +u&-i'ise t)e Code%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 4
2%1%7 !o ado+t and +ra'ti'e a non / dis'rimination +o-i'y%%%%%%%%%%%%%%%%%%%%%%%%%%% 4
3 3 3 3 Information Information Information Information 8 88 8 !rans+aren'y%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% !rans+aren'y%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% !rans+aren'y%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% !rans+aren'y%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% %%%%%%%%%%%%%%%%%%%%%%%%%% %%%%%%%%%%%%%%%%%%%%%%%%%% %%%%%%%%%%%%%%%%%%%%%%%%%% 4
3%1 Genera- information%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 5
3%2 9Do Not Ca--9 ser,i'e%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 5
3%3 Interest rates%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 5
3%3%1 C)an(es in interest rates%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 6
3%4 !ariff s')edu-e%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 6
3%4%1 #ees and ')ar(es%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 6
3%4%2 C)an(es in fees : ')ar(es%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 6
3%5 !erms and 'onditions%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 7
3%5%1 C)an(es to terms and 'onditions%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 7
4 4 4 4 Ad,ertisin(* ;arketin( and a-es%%%%%%%% Ad,ertisin(* ;arketin( and a-es%%%%%%%% Ad,ertisin(* ;arketin( and a-es%%%%%%%% Ad,ertisin(* ;arketin( and a-es%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 7
5 5 5 5 1ri,a'y and Confidentia-ity%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 1ri,a'y and Confidentia-ity%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 1ri,a'y and Confidentia-ity%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 1ri,a'y and Confidentia-ity%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% <
5%1 Credit Information Com+anies%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% =
6 6 6 6 Co--e'tion of Co--e'tion of Co--e'tion of Co--e'tion of Dues%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% Dues%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% Dues%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% Dues%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% =
6%1 Co--e'tion of Dues and e'urity "e+ossession 1o-i'y%%%%%%%%%%%%%%%%%%%%%%%%% 11
7 7 7 7 Com+-aints* Grie,an'es and #eed&a'k%%%%%%%%%%%%%%%%%%%%%%%%%% Com+-aints* Grie,an'es and #eed&a'k%%%%%%%%%%%%%%%%%%%%%%%%%% Com+-aints* Grie,an'es and #eed&a'k%%%%%%%%%%%%%%%%%%%%%%%%%% Com+-aints* Grie,an'es and #eed&a'k%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% %%%%%%%%%%%%%%% %%%%%%%%%%%%%%% %%%%%%%%%%%%%%% 11
7%1 Interna- +ro'edures%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 11
7%2 Bankin( Om&udsman ')eme%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 12
7%3 Customers meetin(s%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 12
7%4 Bran') 0e,e- Customer er,i'e Committee meetin(s%%%%%%%%%%%%%%%%%%%%%%%%% 12
< < < < 1rodu'ts and er,i'es%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 1rodu'ts and er,i'es%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 1rodu'ts and er,i'es%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 1rodu'ts and er,i'es%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 13
<%1 De+osit a''ounts%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 13
<%1%1 A''ount o+enin( and o+eration of de+osit a''ounts%%%%%%%%%%%%%%%%%%%%%%%%%%% 13
<%1%2 C)an(in( your a''ount%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 14
<%1%3 a,in(s>Current a''ounts%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 15
<%1%3%1 ;inimum &a-an'e%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 15
<%1%3%2 C)ar(es%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 15
<%1%3%3 1ass&ook > statements%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 15
<%1%3%4 ?+(radation of de+osit a''ounts%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 16
<%1%4 A''ounts of minors%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 16
<%1%5 Ino+erati,e >Dormant a''ounts%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 16
<%1%6 C-osin( your a''ount%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 16
<%2 C-earin( 'y'-e > 'o--e'tion ser,i'es%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 17
<%3 Cas) transa'tions%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 17

<%4 Dire't de&its and standin( instru'tions%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 1<
<%5 to+ +ayment fa'i-ity%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 1<
<%6 C)e4ues>de&it instru'tions issued%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 1<
<%7 !erm de+osits%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 1=
<%7%1 Ad,an'es a(ainst term de+osits%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 20
<%< ett-ement of '-aims in res+e't of de'eased a''ount )o-ders%%%%%%%%%%%%%% 20
<%<%1 A''ounts $it) sur,i,or>nominee '-ause%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 20
<%<%2 A''ounts $it)out t)e sur,i,or>nominee '-ause%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 21
<%<%3 !ime -imit for sett-ement of '-aims%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 21
<%<%4 1remature termination of term de+osit a''ounts%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 21
<%<%5 !reatment of f-o$s in t)e name of t)e de'eased de+ositor%%%%%%%%%%%%%%%%%% 21
<%= afe de+osit -o'kers%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 22
<%10 #orei(n e.')an(e ser,i'es%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 22
<%11 "emittan'es $it)in India%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 23
<%12 0endin(%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 23
<%12%1 0oans %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 24
<%12%1%1Genera- information%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 24
<%12%1%2A++-i'ations for -oans and t)eir +ro'essin(%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 24
<%13 Guarantee%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 26
<%14 Centra- "e(istry%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 27
<%15 ett-ement of dues%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 2<
<%16 e'uritisation of -oans >'ard dues%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 2<
<%17 E-e'troni' Bankin(%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 2<
<%17%1 1INs and 1ass$ords%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 2<
<%17%2 Internet Bankin(%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 30
<%17%3 ;o&i-e Bankin(%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 33
<%17%4 A!; > De&it and Credit Cards%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 33
<%17%4%1"e+ortin( -oss* t)eft or dis+uted transa'tions%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 34
<%17%5 Credit Card%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 37
<%17%5%1Credit Card statements%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 3<
<%1< !)ird 1arty 1rodu'ts%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 3<
<%1= Credit Counse--in( #a'i-ity%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 3=
<%20 Gettin( re'ords%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 40
= = = = Bran') C-osure > )iftin(%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% Bran') C-osure > )iftin(%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% Bran') C-osure > )iftin(%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% Bran') C-osure > )iftin(%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 40
10 10 10 10 #inan'i #inan'i #inan'i #inan'ia- In'-usion%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% a- In'-usion%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% a- In'-usion%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% a- In'-usion%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 40
11 11 11 11 enior Citi@ens and Different-y A&-ed 1ersons%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% enior Citi@ens and Different-y A&-ed 1ersons%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% enior Citi@ens and Different-y A&-ed 1ersons%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% enior Citi@ens and Different-y A&-ed 1ersons%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 42
12 12 12 12 1rote'tin( Aour A''ounts%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 1rote'tin( Aour A''ounts%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 1rote'tin( Aour A''ounts%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 1rote'tin( Aour A''ounts%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% %%%%%%%% %%%%%%%% %%%%%%%% 44
12%1 e'ure and re-ia&-e &ankin( and +ayment systems%%%%%%%%%%%%%%%%%%%%%%%%%%%% 44
12%2 Kee+in( us u+ to date%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 44
12%3 C)e'kin( your a''ount%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 44
12%4 !akin( 'are%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 44
12%5 Can'e--in( +ayments%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 45
12%6 0ia&i-ity for -osses%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 45
Anne. Anne. Anne. Anne. / // / G-ossary%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% G-ossary%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% G-ossary%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% G-ossary%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 46 46 46 46/ // /4= 4= 4= 4=
1








1
INTRODUCTION INTRODUCTION INTRODUCTION INTRODUCTION

This is a Code of Customer Rights, which sets minimum standards of banking practices
member banks have to foow whie the! dea with individua customers customers customers customers" It provides protection
to customers and e#pains how banks are e#pected to dea with customers in their da!$to$da!
operations"

The Code does not repace or supersede reguator! or supervisor! instructions of the Reserve
%ank of India &R%I' and we wi comp! with such instructions(directions issued b! R%I from
time to time" )rovisions of the Code ma! have set higher standards than those prescribed in
the reguator! instructions and such higher standards wi prevai as the Code represents best
practices vountari! agreed to b! us as our commitment to !ou" "" "

*e wi endeavour to adopt higher standards of banking practices to e#tend better customer
service and achieve higher eves of customer satisfaction"

In the Code, +!ou, denotes the customer and +we, ( +us,, the bank, the customer deas with"

1"1 Ob-ectives of the Code 1"1 Ob-ectives of the Code 1"1 Ob-ectives of the Code 1"1 Ob-ectives of the Code

The Code has been deveoped to.

a" promote good and fair banking practices b! setting minimum standards in our deaings with
!ou/
b" increase transparenc! so that !ou can have a better understandingof what !ou can
reasonab! e#pect from us/
c" encourage market forces, through competition, to achieve higher operating standards/
d" promote a fair and cordia reationship between !ou and !our bank/
e" foster confidence in the banking s!stem"

The standards of the Code are covered b! the ke! commitments in 0ection 1"

1"1 2pp 1"1 2pp 1"1 2pp 1"1 2ppication of the Code ication of the Code ication of the Code ication of the Code

This Code appies to a the products and services isted beow, whether the! are provided b!
our branches or agents acting on our behaf, whether across the counter, over the phone, b!
post, through interactive eectronic devices, on the internet or b! an! other method" 3owever,
a products discussed here ma! or ma! not be offered b! us"
1
a" Current account Current account Current account Current accounts, savings accounts, term deposit term deposit term deposit term deposits, recurring deposits, ))4 accounts and a
other deposit accounts deposit accounts deposit accounts deposit accounts/
b" )a!ment services such as pension, pa!ment orders, remittances b! wa! of Demand Drafts,
wire transfers and a eectronic transactions e"g" RT50 RT50 RT50 RT50, N64T N64T N64T N64T/
c" %anking services reated to 5overnment transactions/
d" Demat accounts, e7uit!, 5overnment bonds/ Demat accounts, e7uit!, 5overnment bonds/ Demat accounts, e7uit!, 5overnment bonds/ Demat accounts, e7uit!, 5overnment bonds/
e" Indian currenc! notes(coins e#change faciit!/
f" Coection of che7ues, safe custod! services, safe deposit ocker faciit!/
g" 8oans, overdrafts and guarantee guarantee guarantee guarantees/
h" 4oreign e#change services incuding mone! changing/



1
i" Third part! insurance and investment products marketed through our branches and ( or our
authorised representatives or agents/
-" Card Card Card Card products incuding credit card credit card credit card credit cards, debits cards, 2T9 2T9 2T9 2T9 cards, smart card smart card smart card smart cards and services
&incuding credit cards offered b! our subsidiaries(companies promoted b! us'"

The meanings of ke! words appearing in bod back bod back bod back bod back have been given in the 5ossar!"


1 :6; CO99IT96NT0 1 :6; CO99IT96NT0 1 :6; CO99IT96NT0 1 :6; CO99IT96NT0

1"1 Our ke! commitments to !ou 1"1 Our ke! commitments to !ou 1"1 Our ke! commitments to !ou 1"1 Our ke! commitments to !ou

1"1"1 To act fair! and reasonab! in a our deaings with !ou b!. 1"1"1 To act fair! and reasonab! in a our deaings with !ou b!. 1"1"1 To act fair! and reasonab! in a our deaings with !ou b!. 1"1"1 To act fair! and reasonab! in a our deaings with !ou b!.

a" )roviding minimum banking faciities of receipt and pa!ment of cash(che7ues, etc" at the
bank,s counter"
b" 9eeting the commitments and standards set in this Code, for the products and services we
offer, and in the procedures and practices we foow"
c" 9aking sure our products and services meet reevant aws and reguations in etter and
spirit and are appropriate to !our needs"
d" 6nsuring that our deaings with !ou rest on ethica principes of integrit! and transparenc!"
e" Operating secure and reiabe banking and pa!ment s!stems"
<
1"1"1 To hep !ou to understand 1"1"1 To hep !ou to understand 1"1"1 To hep !ou to understand 1"1"1 To hep !ou to understand how our financia products and how our financia products and how our financia products and how our financia products and services work b!. services work b!. services work b!. services work b!.

a" 5iving !ou information about them in an! one or more of the foowing anguages $ 3indi,
6ngish or the appropriate oca anguage"
b" 6nsuring that our advertising and promotiona iterature is cear and not miseading"
c" 6nsuring that !ou are given cear information about our products and services, the terms
and conditions and the interest rates(service charges, which app! to them"
d" 5iving !ou information on the faciities provided to !ou and how !ou can avai of these and
whom and how !ou ma! contact for addressing !our 7ueries"

1"1"< To hep !ou use !our account or service b!. 1"1"< To hep !ou use !our account or service b!. 1"1"< To hep !ou use !our account or service b!. 1"1"< To hep !ou use !our account or service b!.

a" )roviding !ou reguar appropriate updates"
b" :eeping !ou informed about changes in the interest rates, charges or terms and conditions"
c" Dispa!ing in our branches, for !our information
i" 0ervices we provide"
ii" 9inimum baance re7uirement, if an!, for 0avings %ank 2ccounts and Current 2ccounts
and the charges for nonmaintenance thereof"
iii" Name of the officia at the branch whom !ou ma! approach if !ou have a grievance"
iv" Name and address of the Regiona(=ona 9anager()rincipa Noda Officer &)NO' whom
!ou can approach if !our grievance is not redressed at the branch"
v" Name and contact detais of the %anking O %anking O %anking O %anking Ombudsman mbudsman mbudsman mbudsman under whose -urisdiction the
branch fas"
vi" Information avaiabe in booket form"

d" Dispa!ing on our website our poicies on




<
i" Deposits
ii" Che7ue coection
iii" 5rievance Redressa
iv" Compensation
v" Coection of Dues and 0ecurit! Repossession"
>
1"1"> To dea 7uick! and s!mpathetica! with things that 1"1"> To dea 7uick! and s!mpathetica! with things that 1"1"> To dea 7uick! and s!mpathetica! with things that 1"1"> To dea 7uick! and s!mpathetica! with things that go go go go wrong b!. wrong b!. wrong b!. wrong b!.

a" Correcting mistakes prompt! and canceing an! bank charges that we app! b! mistake
and compensate !ou for an! financia oss !ou ma! have incurred due to our mistake, in
terms of our compensation poic!"
b" 3anding !our compaints prompt!"
c" Teing !ou how to take !our compaint forward if !ou are sti not satisfied"
d" )roviding suitabe aternative avenues to aeviate probems arising out of technoogica
faiures"

1"1"? To treat a !our persona information as private and 1"1"? To treat a !our persona information as private and 1"1"? To treat a !our persona information as private and 1"1"? To treat a !our persona information as private and confidentia confidentia confidentia confidentia

*e wi treat a !our persona information as private and confidentia sub-ect to matters
mentioned in para No" ? beow"

1"1"@ To pubicise the Code. 1"1"@ To pubicise the Code. 1"1"@ To pubicise the Code. 1"1"@ To pubicise the Code.

*e wi

a" provide !ou with a cop! of the Code when !ou open an account with us and otherwise on
re7uest"
b" make avaiabe this Code at ever! branch and on our website"
c" ensure that our staff are trained to provide reevant information about the Code and to
effective! put the Code into practice"
d" take other steps to increase awareness of the customers about the Code and its provisions"

1"1"A To adopt and practice a non 1"1"A To adopt and practice a non 1"1"A To adopt and practice a non 1"1"A To adopt and practice a non $ $$ $ discrimination poic! discrimination poic! discrimination poic! discrimination poic!

*e wi not discriminate !ou on the basis of age, race, gender, marita status, reigion,
disabiit! or financia status"

< << < IN4OR92TION IN4OR92TION IN4OR92TION IN4OR92TION $ $$ $ TR2N0)2R6NC; TR2N0)2R6NC; TR2N0)2R6NC; TR2N0)2R6NC;

;ou can get information on interest rates, fees and charges through an! one or more of the
foowing.

a" Notice %oard in our branches"
b" Contacting our branches or hep$ines"
c" Our website"
d" 2sking our designated staff(hep desk"
e" Referring to the Tariff 0chedue Tariff 0chedue Tariff 0chedue Tariff 0chedue at our branches ( on our website"






>
<"1 5enera information <"1 5enera information <"1 5enera information <"1 5enera information

*e wi.

a" give !ou information on the t!pes of products and services we offer and those that ma! suit
!our needs"
b" prominent! dispa! in biingua(triingua at a our branches the documents re7uired for
opening %asic 0avings %ank Deposit 2ccounts" *e wi aso dispa! the rea#ed
re7uirements for opening B0ma 2ccountsC"
c" give !ou cear information e#paining the ke! features of the services and products !ou te
us !ou are interested in, incuding appicabe interest rates, fees and charges"
d" te !ou the different channes through which our products and services ma! be avaied e"g"
branches, 2T9s, phone, Net banking and te !ou how to find out more about them"
e" te !ou what information we need from !ou to prove !our identit! and address, for us to
comp! with ega, reguator! and interna poic! re7uirements"
f" give !ou information on !our rights and responsibiities especia! regarding avaiing of
nomination faciit! offered on a deposit accounts, artices in safe custod! and safe deposit
ockers"

<"1 +Do Not Ca, service <"1 +Do Not Ca, service <"1 +Do Not Ca, service <"1 +Do Not Ca, service

*e wi not transmit to !ou an! unsoicited commercia information regarding our products
and services, through teephone cas ( 090(e$mais, if !ou have registered with the +Do Not
Ca Registr!, of our bank" or with the +Nationa Do Not Ca Registr!, direct! or through !our
0ervice )rovider" 3owever, this wi not app! to receipt of information regarding !our account
statements and other important advices and information incuding aerts reating to
transactions on !our account as aso the products and services !ou are current! avaiing"

<"< Interes <"< Interes <"< Interes <"< Interest rates t rates t rates t rates

*e wi give !ou information on.

a" the interest rates which app! to !our deposit and oan accounts"
b" in case of oans at fi#ed rate of interest, detais of interest reset cause, if an!, in the oan
agreement and the effective date thereof"
c" in case of oans at foating rate of interest, the reference rate to which !our foating rate wi
be inked and the premium or discount appied to the reference rate for determining the
actua rate of interest on !our oan"
d" whether !ou have the option for converting !our oan from fi#ed rate to foating rate and
vice versa and, if so, the charges therefor"
e" periodicit! at which we pa! interest on !our deposits or charge interest on !our oan
accounts"
f" how we app! interest to !our deposit and oan accounts and how we cacuate interest
thereon"

<"<"1 Changes in interest rates <"<"1 Changes in interest rates <"<"1 Changes in interest rates <"<"1 Changes in interest rates

*e wi inform !ou of changes in interest rates on our oan products and changes in the
reference rate to which the foating rate of interest is inked within a fortnight of the decision
b! an! of the foowing means.



?
i" 8etter
ii" e$mai
iii" 090
*e wi aso dispa! this information on the Notice %oards in our branches as aso on our
website"

<"> Tariff schedue <"> Tariff schedue <"> Tariff schedue <"> Tariff schedue

<">"1 4ees D charges <">"1 4ees D charges <">"1 4ees D charges <">"1 4ees D charges

a" *e wi ensure that our fees and service charges for various services are approved b! the
bank,s %oard or an! competent authorit! du! authoriEed b! the %oard to take decisions in
this regard and that the! woud be reasonabe and non$discriminator! for simiar cass of
customers"
b" *e wi pace our Tariff 0chedue on our website and make a cop! avaiabe at ever! branch
for !our perusa" *e wi dispa! in our branches a notice about the avaiabiit! of the Tariff
0chedue at the branch"
c" *e wi give !ou detais in our Tariff 0chedue of an! charges appicabe to the products and
services chosen b! !ou"
d" *e wi aso provide !ou information about the penaties eviabe in case of non$
observance(vioation of an! of the terms and conditions governing the product(services
chosen b! !ou"

<">"1 Changes in fees D charges <">"1 Changes in fees D charges <">"1 Changes in fees D charges <">"1 Changes in fees D charges

If we increase an! fee or charge or introduce a new fee or charge, it wi be notified through
statements of accounts (e$mai (090 aerts ( notice board at branches, one month prior to the
revised charges becoming effective" This information wi aso be made avaiabe on our
website"
A
<"? Terms and conditions <"? Terms and conditions <"? Terms and conditions <"? Terms and conditions

a" *e wi advise !ou the reevant terms and conditions for the products(services !ou have
asked us to provide"
b" 2 terms and conditions wi be fair and wi set out the respective rights, iabiities and
obigations cear! and as far as possibe in pain and simpe anguage"

<"?"1 Changes to terms and conditions <"?"1 Changes to terms and conditions <"?"1 Changes to terms and conditions <"?"1 Changes to terms and conditions

a" *e wi te !ou of changes in terms and conditions through an! one or more of the
foowing channes one month prior to the revised terms and conditions becoming
effective.
i" 8etter
ii" 0tatements of account
iii" 090s
iv" e$mai
This information wi aso be made avaiabe on the Notice %oards in our branches and our
website"
b" Norma!, changes wi be made with prospective effect giving notice of one month"



@
c" If we have made an! change without notice, we wi notif! the change within <F da!s" If
such change is to !our disadvantage, !ou ma! within @F da!s of the notice, cose !our
account or switch to an! other eigibe account without having to pa! revised charge or
interest"
d" *e wi immediate! update, on our website, an! changes in the terms and conditions" *e
wi give !ou, on re7uest, a cop! of the new terms and conditions"


> 2DG6RTI0IN > 2DG6RTI0IN > 2DG6RTI0IN > 2DG6RTI0IN5, 92R:6TIN5 2ND 02860 5, 92R:6TIN5 2ND 02860 5, 92R:6TIN5 2ND 02860 5, 92R:6TIN5 2ND 02860

a" *e wi make sure that a our advertising and promotiona materia is cear, and not
miseading"
b" In an! advertisement and promotiona iterature that draws attention to a banking service or
product and incudes a reference to an interest rate, we wi aso indicate whether other fees
and charges wi app! and fu detais of the reevant terms and conditions wi be made
avaiabe on re7uest"
c" If we avai of the services of third parties for providing support services, we wi re7uire that
the! hande !our persona information &if avaiabe to such third parties' with the same
degree of confidentiait! and securit! as we woud"
d" *e ma!, from time to time, communicate to !ou various features of our products avaied b!
!ou b! e$mai, 090 or over the teephone" Information about our other products or
promotiona offers in respect of our products(services wi be conve!ed to !ou on! if !ou
have not registered for the +Do Not Ca, faciit!"
e" *e have prescribed a code of conduct for our Direct 0eing 2gencies &D02s' whose
services we ma! avai to market our products(services which, amongst other matters,
re7uires them to identif! themseves as on! seing agents of our bank when the! approach
!ou for seing our products persona! or through phone" *e wi ensure that an! third
part! or agent acting on our behaf or seing our product compies with the code of
conduct"
f" In the event of receipt of an! compaint from !ou that our representative(courier or D02 has
engaged in an! improper conduct or acted in vioation of this Code, we sha take
appropriate steps to investigate and to hande the compaint and to make good the oss as
per our compensation poic!"
g" *e wi ensure that an! third part! or agent acting on our behaf or seing our product
discoses the fee or commission the! are paid upon competion of the sae"

? ? ? ? )RIG2C; 2ND CON4ID6NTI28IT; )RIG2C; 2ND CON4ID6NTI28IT; )RIG2C; 2ND CON4ID6NTI28IT; )RIG2C; 2ND CON4ID6NTI28IT;

a" *e wi treat a !our persona information as private and confidentia &even when !ou are
no onger a customer', and sha be guided b! the foowing principes and poicies"
b" *e wi not revea information or data reating to !our accounts, whether provided b! !ou
or otherwise, to an!one, incuding other companies (entities in our group, other than in the
foowing e#ceptiona cases.
i" If we have to give the information b! aw or if re7uired b! the banking reguator"
ii" If there is a dut! towards the pubic to revea the information"
iii" If our interests re7uire us to give the information &for e#ampe, to prevent fraud' but we
wi not use this as a reason for giving information about !ou or !our accounts &incuding
!our name and address' to an!one ese, incuding other companies in our group, for
marketing purposes"
iv" If !ou authorise us to revea the information"



A
v" If we are asked to give a banker,s reference about !ou, we wi need !our written
permission before we give it"
c" *e wi not use !our persona information for marketing purposes b! an!one incuding
ourseves uness !ou specifica! authoriEe us to do so"

?"1 Credit Information Companies ?"1 Credit Information Companies ?"1 Credit Information Companies ?"1 Credit Information Companies

*hen !ou app! for a credit faciit!.

a" *e wi e#pain to !ou the roe of Credit Information Companies &CICs' as aso the checks
we ma! make with them and the effect that the information the! provide can have on !our
abiit! to get credit"
b" *e wi on re7uest, and on pa!ment of prescribed fee, furnish !ou a cop! of the credit
information obtained b! us from the CIC"
c" *e wi provide information about credit avaied from us to the CIC at periodic intervas"
d" Information reported to CIC wi aso incude persona debts !ou owe us when
i" ;ou have faen behind with !our pa!ments
ii" The amount owed is in dispute
e" If !our oan account has been in defaut, but thereafter reguarised, we wi update this
information with the CIC in the ne#t report"
f" *e wi, on re7uest, inform !ou of the detais of the CIC&s' to which we submit information
regarding the credit ( oan faciit! !ou have avaied from us"

@ CO886CTION O4 DU60 @ CO886CTION O4 DU60 @ CO886CTION O4 DU60 @ CO886CTION O4 DU60

a" *henever we give oans, we wi e#pain to !ou the repa!ment schedue, viE" amount,
tenure and periodicit! of repa!ment" 3owever, if !ou do not adhere to repa!ment schedue,
a defined process in accordance with the aws of the and wi be foowed for recover! of
dues"
b" *e wi have a %oard approved poic! for Coection of Dues and 0ecurit! Repossession as
aso appointment of Recover! 2gents"
c" 2 reevant aws, reguations, guideines and conditions of approva, icensing or registration
wi be taken into account when appointing Recover! 2gents"
d" *e wi ensure that our Recover! 2gents are proper! trained to hande their responsibiities
with care and sensitivit!" *e wi aso ensure that the! do not e#ceed their brief"
e" Our coection poic! is buit on courtes!, fair treatment and persuasion" *e beieve in
fostering customer confidence and ong term reationship"
f" *e wi provide !ou with a the information regarding !our dues and wi endeavour to give
sufficient notice for pa!ment of dues"
g" *e wi have a s!stem of checks before passing on a defaut case to recover! agencies so
that !ou are not harassed on account of apses on our part"
h" *e wi write to !ou when we initiate recover! proceedings against !ou and wi inform !ou
of the name of the recover! agenc!( agent, to whom !our case has been assigned as aso
their address and teephone numbers"
i" *e wi provide detais of the recover! agenc! firms ( companies engaged b! us on our
website"
-" *e wi aso make avaiabe, on re7uest, detais of the recover! agenc! firms(companies
reevant to !ou at our branches"
k" Our staff or an! person authoriEed to represent us in coection of dues or(and securit!
repossession wi identif! himsef(hersef and produce the authorit! etter issued b! us and



H
upon re7uest show !ou his( her identit! card issued b! the bank or under authorit! of the
bank"
" 2 the members of our staff or an! person authorised to represent us in coection or(and
securit! repossession woud foow the guideines set out beow.
i" ;ou woud be contacted ordinari! at the pace of !our choice and in the absence of an!
specified pace at the pace of !our residence and if unavaiabe at !our residence, at the
pace of business(occupation"
ii" Identit! and authorit! to represent woud be made known to !ou"
iii" ;our privac! woud be respected"
iv" Interaction with !ou woud be in a civi manner"
v" Norma! our representatives wi contact !ou between FAFF hrs and 1IFF hrs, uness the
specia circumstances of !our business or occupation re7uire otherwise"
vi" ;our re7uests to avoid cas at a particuar time or at a particuar pace woud be
honoured as far as possibe"
vii" Time and number of cas and contents of conversation woud be documented"
viii" 2 assistance woud be given to resove disputes or differences regarding dues in a
mutua! acceptabe and in an order! manner"
i#" During visits to !our pace for dues coection, decenc! and decorum woud be
maintained" Our officias (agents wi not resort to intimidation or harassment of an! kind,
either verba or ph!sica against an! person, incuding acts intended to humiiate pubic!
or intrude the privac! of !our fami! members, referees and friends, making threatening
and anon!mous cas or making fase and miseading representations" 3owever, it is !our
responsibiit! to keep updating !our contact detais" In case the bank is unabe to contact
!ou on the detais provided, the bank wi access information avaiabe from pubic
sources and approach !our friends ( reatives to trace !ou"
#" Inappropriate occasions such as bereavement in the fami! or other important fami!
functions ike marriages woud be avoided for making cas(visits to coect dues"
#i" *e wi investigate an! compaint from !ou about unfair practices of our recover!
agents"

@"1 Coection of Dues and 0ecurit! Repossession )oic! @"1 Coection of Dues and 0ecurit! Repossession )oic! @"1 Coection of Dues and 0ecurit! Repossession )oic! @"1 Coection of Dues and 0ecurit! Repossession )oic!

*e wi foow coection of dues and securit! repossession poic! in consonance with the aw"
The poic! wi be dispa!ed on our website and a cop! of the same wi be made avaiabe at
our branches for perusa"

A CO9)82INT0, 5RI6G2NC60 2ND 466D%2C: A CO9)82INT0, 5RI6G2NC60 2ND 466D%2C: A CO9)82INT0, 5RI6G2NC60 2ND 466D%2C: A CO9)82INT0, 5RI6G2NC60 2ND 466D%2C:

A"1 Interna procedures A"1 Interna procedures A"1 Interna procedures A"1 Interna procedures

a" If !ou want to make a compaint, we wi te !ou.
i" 3ow to do so"
ii" *here a compaint can be made"
iii" To whom a compaint can be made"
iv" *hen to e#pect a rep!"
v" *hom to approach for redressa"
vi" *hat to do if !ou are not satisfied about the outcome"
b" Our staff wi hep !ou with an! 7uestions !ou have"
c" *e wi te !ou where to find detais of our procedure for handing compaints fair! and
7uick!"



I
d" " " " *e wi dispa! the name of the officia at the branch whom !ou ma! approach if !ou have a
grievance" If !our compaint is unresoved at the branch eve, !ou ma! approach our
Regiona(=ona 9anager()rincipa Noda Officer &)NO' at the address dispa!ed at the
branch"
e" If !our compaint has been received in writing, we wi endeavour to send !ou an
acknowedgement(a response within a week" If !our compaint is rea!ed over phone at our
designated teephone hepdesk or customer service number, we sha provide !ou a
compaint reference number and keep !ou informed of the progress within a reasonabe
period of time"
f" 2fter e#amining the matter, we wi send !ou our fina response or e#pain wh! we need
more time to respond and sha endeavour to do so within <F da!s of receipt of !our
compaint and wi te !ou how to take !our compaint further if !ou are sti not satisfied"
g" *ithin <F da!s of odging a compaint with us, if !ou do not get a satisfactor! response
from us and !ou wish to pursue other avenues for redressa of grievances, !ou ma!
approach %anking Ombudsman appointed b! Reserve %ank of India under the %anking
Ombudsman 0cheme" Our staff woud e#pain the procedure in this regard"

A"1 %anking Ombudsman 0cheme A"1 %anking Ombudsman 0cheme A"1 %anking Ombudsman 0cheme A"1 %anking Ombudsman 0cheme

*e wi dispa! the %anking Ombudsman 0cheme on our website" 2 cop! wi be made
avaiabe on re7uest at a nomina charge" *e wi dispa! at our branches the name and
contact detais of the %anking Ombudsman under whose -urisdiction the branch fas"

A"< Customers, meetings A"< Customers, meetings A"< Customers, meetings A"< Customers, meetings

*e sha endeavour to organiEe meetings of customers at periodic intervas as a reguar
channe for e#change of ideas and suggestions"

A"> %ranch 8eve Customer 0ervice Committee meetings A"> %ranch 8eve Customer 0ervice Committee meetings A"> %ranch 8eve Customer 0ervice Committee meetings A"> %ranch 8eve Customer 0ervice Committee meetings

*e wi dispa! in our branches the date of our month! %ranch 8eve Customer 0ervice
Committee meeting, which !ou ma! attend, if !ou so desire"
1<

H )RODUCT0 2ND 06RGIC60 H )RODUCT0 2ND 06RGIC60 H )RODUCT0 2ND 06RGIC60 H )RODUCT0 2ND 06RGIC60


H"1 Deposit accounts H"1 Deposit accounts H"1 Deposit accounts H"1 Deposit accounts

a" " " " ;ou ma! open different t!pes of accounts with us such as, savings accounts, term deposits,
current accounts etc" with us" ;ou ma! open such accounts in the foowing st!es.
i" 0inge
ii" Joint
iii" Joint &6ither or 0urvivor'
iv" Joint &4ormer or 0urvivor'
v" Joint &8atter or 0urvivor'/
or
vi" In an! other st!e"
b" *e wi make avaiabe +%asic 0avings %ank Deposit 2ccount, &%0%D 2ccount' to a
customers, without the re7uirement of an! minimum baance" *e wi offer(provide



1F
minimum common faciities, without an! charges" The reevant detais wi be made known
to !ou in a transparent manner at the time of opening of the account"
c" The above accounts ma! be opened b! !ou with nomination faciit!, wherever permissibe"
*e wi incude, in the account opening form, the option for nomination as aso the option
for indicating the name of the nominee in passbooks(account statements(4DRs" *e wi
e#pain the impications of the foregoing accounts as aso the nomination faciities at the
time of opening of the account"
d" *e wi acknowedge the receipt of !our nomination detais and record the fact of
nomination on the passbook(account statement(4DRs" 2t !our re7uest, we wi aso indicate
the name of the nominee thereon"
e" *e wi aso inform !ou about i7uid deposit faciit!, sweep account and simiar t!pes of
products offered b! us and their impications and procedures invoved, at the time of
opening of account"

H"1"1 2ccount opening and operation of deposit accounts H"1"1 2ccount opening and operation of deposit accounts H"1"1 2ccount opening and operation of deposit accounts H"1"1 2ccount opening and operation of deposit accounts

%efore opening an! deposit account, we wi.
a" carr! out due diigence as re7uired under B:now ;our CustomerC &:;C' guideines"
b" ask !ou to submit or provide necessar! documents or proofs to do so"
c" obtain on! such information to meet with our :;C, )revention of 9one! 8aundering or an!
other statutor! re7uirements" In case an! additiona information is asked for, it wi be
sought separate! and we wi e#pain the reason for obtaining such additiona information"
)roviding such information wi be vountar!, uness re7uired b! aw" The information wi
be kept confidentia, uness re7uired b! aw enforcing agenc! ( banking reguator"
d" provide the account opening forms which wi contain detais of essentia information
re7uired to be furnished and documents to be produced for verification and(or for record
for meeting the :;C re7uirements"
e" re7uire !ou to submit documents in respect of :;C at periodic intervas to enabe us to
update our records as re7uired"
f" e#pain the procedura formaities and provide necessar! carifications sought b! !ou whie
opening a deposit account"
g" give !ou the 9ost Important Terms and Conditions &9ITC' governing the deposit faciit!
!ou have sought to avai"
h" at the time of opening of the account, make avaiabe to !ou the detais of the insurance
cover in force under the insurance scheme, sub-ect to certain imits and conditions offered
b! the Deposit Insurance and Credit 5uarantee Corporation of India &DIC5C'"

H"1"1 Changing !our account H"1"1 Changing !our account H"1"1 Changing !our account H"1"1 Changing !our account

a" If !ou are not happ! about !our choice of current ( savings account, !ou ma! within 1> da!s
of making !our first pa!ment into the account, approach us to switch to an! of our other
accounts" 2ternative!, !ou ma! ask for refund of the amount which wi be given back to
!ou with an! interest it ma! have earned" *e wi ignore an! notice period and an! e#tra
charges"
b" If !ou decide to cose !our current(savings account we wi do so within three working da!s
of receiving !our instructions, sub-ect to !our competing a formaities and submitting a
re7uired documents"
c" If !ou want to transfer !our account to another branch of our bank we wi do so" On
receiving !our re7uest, we wi transfer the account to the transferee branch within < &three'
working da!s without insisting on fresh proof of address and on the basis of a sef



11
decaration from !ou giving !our current address" ;ou wi have to submit documentar!
proof of this address within a period of si# months" *e wi intimate !ou as soon as the
account is operationaised" The new branch wi be provided with information on !our
e#isting standing instructions ( direct debits, if an!"
1?
H"1"< 0avings(Current accounts H"1"< 0avings(Current accounts H"1"< 0avings(Current accounts H"1"< 0avings(Current accounts

*hen !ou open a Deposit 2ccount, we wi.

a" inform !ou about number of transactions, cash withdrawas, etc" that can be done free of
charge in a given period"
b" inform !ou about the kind of charges, if an!, in case of e#ceeding such imits" Detais of the
charges wi be incuded in the Tariff 0chedue"
c" inform !ou of the rate at which interest is paid on !our savings savings savings savings deposits deposits deposits deposits, how it is cacuated
and the periodicit! of its pa!ment"

H"1"<"1 9inimum baance H"1"<"1 9inimum baance H"1"<"1 9inimum baance H"1"<"1 9inimum baance

a" The minimum baance to be maintained in the 0avings %ank account wi be dispa!ed in our
branches"
b" 4or deposit products ike 0avings %ank 2ccount and Current 2ccount or an! other t!pe of
Deposit 2ccount, we wi inform !ou.
i" about the minimum baance to be maintained as part of terms and conditions governing
operation of such accounts"
ii" about charges which wi be evied in case of faiure to maintain the minimum baance in
the account b! !ou" Detais of the charges wi be incuded in the Tariff 0chedue"
iii" <F da!s in advance, of an! change in minimum baance to be maintained" During this
notice period, we wi not charge !ou for non$maintenance of such higher minimum
baance prescribed"

H"1"<"1 Charges H"1"<"1 Charges H"1"<"1 Charges H"1"<"1 Charges

0pecific charges for issue of che7ue books, additiona(dupicate statement of accounts,
dupicate passbook, copies of paid che7ues, foio charges, debit card, 2T9 card, verification
of signature, return of che7ue, change in mandate or st!e of account, cosure of 0avings
%ank(Current accounts etc", wi be incuded in our Tariff 0chedue" Concessions or reief given
wi not be withdrawn during the origina vaidit! period of the concession(reief"

H"1"<"< )assbook ( statements H"1"<"< )assbook ( statements H"1"<"< )assbook ( statements H"1"<"< )assbook ( statements

a" To hep !ou manage !our account and check entries in it, we wi provide !ou with a
month! statement ( e$mai statement &sub-ect to !our acceptance' of account uness !ou
have opted for a passbook"
b" ;ou can ask us to provide !ou with account statements more often than is norma!
avaiabe on !our t!pe of account, at a charge" This charge wi be indicated in the Tariff
0chedue"
c" *e wi indicate our 9ICR Code and I40 Code in passbooks and statements of accounts"
d" *e wi make avaiabe the Customer Care number of the bank(Contact number of the
branch in passbooks and statements of accounts"



11
e" *e wi ensure that entries in !our passbook(statements are brief, informative and
inteigibe"

H"1"<"> Upgradation of deposit accounts H"1"<"> Upgradation of deposit accounts H"1"<"> Upgradation of deposit accounts H"1"<"> Upgradation of deposit accounts

In case !our account meets the terms for upgradation, we wi upgrade !our account on! after
obtaining !our consent in writing or through an! other mode or where !our consent is
obtained through authenticated eectronic means after necessar! vaidation"

H"1"> 2ccounts of minors H"1"> 2ccounts of minors H"1"> 2ccounts of minors H"1"> 2ccounts of minors

a" *e wi te !ou, on re7uest, how a Deposit 2ccount can be opened in the name of a minor
and how it can be operated"
b" *e wi intimate the date on which the minor becomes ma-or"

H"1"? Inoperative ( Dormant accounts H"1"? Inoperative ( Dormant accounts H"1"? Inoperative ( Dormant accounts H"1"? Inoperative ( Dormant accounts

*e wi.
a" inform !ou when !ou open !our account, the circumstances under which !our account wi
be cassified as inoperative(dormant" inoperative(dormant" inoperative(dormant" inoperative(dormant" ;ou wi aso be informed at east three months before
!our account is cassified as inoperative ( dormant and the conse7uences thereof"
b" aso endeavour to send an 090(e$mai advising that !our account is being cassified as
inoperative(dormant"
c" notif! the -oint hoder(s aso before an account is cassified as inoperative ( dormant"
d" inform !ou of the procedure to be foowed if !ou want to activate the account"
e" not ev! an! charge mere! because an account is inoperative ( dormant"
f" not charge !ou for activation of the inoperative account"

H"1"@ Cosing !our account H"1"@ Cosing !our account H"1"@ Cosing !our account H"1"@ Cosing !our account

Under norma circumstances, we wi not cose !our account without giving !ou at east <F
da!s, notice indicating the reasons for such cosure" In such cases, !ou wi be re7uired to
make aternate arrangements for che7ues aread! issued b! !ou and desist from issuing an!
fresh che7ues on such account"

H"1 Cearing c!ce ( coection services H"1 Cearing c!ce ( coection services H"1 Cearing c!ce ( coection services H"1 Cearing c!ce ( coection services

a" *e ma! provide a drop bo# faciit! to enabe !ou to deposit che7ues to be sent for
coection" Necessar! precaution wi be taken to ensure that che7ues deposited in the drop
bo# are proper! and prompt! accounted for" 3owever, !ou ma!, if !ou so desire, hand
over che7ues at the counter against acknowedgement instead of depositing in the drop
bo#"
b" *e wi inform !ou about the cearing c!ce for oca instruments and the outstation
instruments incuding detais such as cut$off time for odging of instruments for same da!
cearing, when !ou can withdraw mone! after odging instruments and when !ou wi be
entited to earn interest on dea!ed coection as per our Che7ue Che7ue Che7ue Che7ue Coection )oic!" Coection )oic!" Coection )oic!" Coection )oic!"
c" *e wi pa! !ou compensation, as per our Che7ue Coection(Compensation )oic! for an!
dea! in coection of instruments, without waiting for a demand from !ou"
d" *e wi inform !ou, immediate!, b! 090(e$mai when a che7ue deposited b! !ou for
coection is returned unpaid"



1<
e" *e wi return a che7ue unpaid(dishonoured aong with a du! signed return memo
indicating the date of return as aso the reason for return(refusa of pa!ment within 1>
hours"
f" If immediate credit for outstation che7ues is offered, we wi provide reevant information
incuding the appicabe terms and conditions, such as the imit up to which instruments
tendered b! !ou can be credited, operating accounts satisfactori!, etc"
g" *e wi proceed as per our Che7ue Coection )oic! and provide a assistance for !ou to
obtain a dupicate che7ue(instrument in case a che7ue(instrument tendered b! !ou is ost
in transit and compensate !ou as per our Che7ue Coection(Compensation )oic!"
h" *e wi give the above information when !ou open !our account and whenever !ou ask for
it" If there is an! change in our Che7ue Coection poic!, the revised poic! wi be
dispa!ed on our website and wi be made avaiabe at a our branches"

H"< Cash transactions H"< Cash transactions H"< Cash transactions H"< Cash transactions

a" *e wi accept cash and dispense cash at an! of our branches under core banking sub-ect
to an! restrictions on t!pe of transaction or charges, if an!, appicabe to such transactions"
b" *e wi e#change soied(mutiated notes and( or sma coins and issue good 7uait!, cean
bank notes ( coins at a our branches" *e wi e#tend this faciit!, within prescribed imits to
wak$in customers too"
c" 4or transactions above a specified amount we ma! re7uire !ou to furnish !our )2N" )2N" )2N" )2N"

H"> Direct debits and standing instructions H"> Direct debits and standing instructions H"> Direct debits and standing instructions H"> Direct debits and standing instructions

*e wi.
a" at the time of opening the account te !ou how direct debits(standing instructions work and
how !ou ma! record(cance them and the charges connected with them" Charges wi be
evied as per the Tariff 0chedue"
b" act upon mandates given b! !ou for direct debits Ksa! 6ectronic 6ectronic 6ectronic 6ectronic Cearing 0ervice Cearing 0ervice Cearing 0ervice Cearing 0ervice &6C0'L
and other standing instructions" In case of an! dea! or faiure in e#ecuting the mandate
resuting in financia oss or additiona cost, we wi compensate !ou as per the
compensation poic! of the bank" If the mandate cannot be e#ecuted due to insufficient
baance in !our account, we wi ev! charges as per the Tariff 0chedue"
c" credit !our account aong with interest as soon as it is determined that an! amount has
been unauthorised!(erroneous! debited from !our account and compensate !ou as per
the Compensation )oic! of the bank"

H"? 0top pa!ment faciit! H"? 0top pa!ment faciit! H"? 0top pa!ment faciit! H"? 0top pa!ment faciit!

*e wi.
a" accept stop pa!ment instructions from !ou in respect of che7ues issued b! !ou"
Immediate! on receipt of !our instructions, we wi give an acknowedgement and take
action provided these che7ues have not aread! been ceared b! us"
b" ev! charges, if an!, as indicated in the Tariff 0chedue"
c" reimburse and compensate !ou as per the Compensation )oic! of the bank in case a
che7ue is paid subse7uent to the receipt of stop pa!ment instructions b! us"







1>
H"@ Che7ues ( debit instructions issued b! !ou H"@ Che7ues ( debit instructions issued b! !ou H"@ Che7ues ( debit instructions issued b! !ou H"@ Che7ues ( debit instructions issued b! !ou

*e wi.
a" keep origina che7ues(debit instructions paid from !our account or copies or images of the
che7ues received from the presenting bank under CT0, for such periods as re7uired b! aw"
b" give !ou the che7ue ( image of che7ue(debit instruction or a cop! thereof as evidence as
ong as records are avaiabe with us" If there is a dispute about a che7ue paid ( debit
instructions from !our account and in case the re7uest for such che7ue, etc" is made within
a period of one !ear from the date of che7ue ( debit instruction, no charge wi be evied" In
respect of re7uests received be!ond this period, charges wi be evied as per the Tariff
0chedue"
c" inform !ou how we wi dea with unpaid che7ue unpaid che7ue unpaid che7ue unpaid che7ues and out out out out$ $$ $of of of of$ $$ $date date date date KstaeL che7ue KstaeL che7ue KstaeL che7ue KstaeL che7ues" The
detais of charges to be evied wi be incuded in the Tariff 0chedue"

H"A Term deposits H"A Term deposits H"A Term deposits H"A Term deposits

a" *hen !ou pace a term deposit with us, we wi obtain instructions from !ou in the account
opening form for the disposa of !our deposit at maturit!"
b" *here there are no instructions for disposa of the deposit at maturit!, we wi inform !ou
we in advance through etter(mai mai mai mai(090 about its impending date of maturit!"
c" In case we sti do not receive an! instruction from !ou, we wi renew the deposit,
e#cuding deposits ike ta# savings deposits etc, for the same period of time as the matured
deposit at the prevaiing rate of interest"
d" *e wi inform !ou the procedure for withdrawa of term deposit before maturit!" This
information wi aso be made avaiabe in the account opening form(9ITC(reverse of the
4DR"
e" *e wi inform !ou of the interest rates appicabe and charges for premature withdrawa of
term deposit"
f" *e wi permit premature withdrawas of term deposits in accordance with the mandate
M4ormer or 0urvivor ( 6ither or 0urvivorM, provided !ou have given us a specific -oint
mandate from a the depositors for the purpose" *e wi provide for such a mandate in the
account opening form"
g" *e wi inform !ou, at the time of acceptance of the deposit, the terms and conditions and
interest rate appicabe in case !ou renew the deposits on a date after the date of maturit!"
This information wi aso be made avaiabe in the account opening form ( 9ITC ( reverse of
the 4DR"
h" *e wi advise !ou of provisions of Income Ta# 2ct appicabe to the interest income
accruing to !ou on !our deposits, our obigations under the 2ct and provisions avaiabe to
!ou for seeking e#emption from Ta# Deduction at 0ource"
i" *e wi obtain 4orm 1? 5 or 1? 3 as appicabe from !ou at the time of appication if !ou
are not iabe to pa! ta# on !our interest income" ;ou ma! submit to us such 4orm
periodica! as re7uired, if !ou are not iabe to pa! ta# on !our interest income" *e wi
acknowedge receipt of such 4orms"
-" *e wi issue the re7uisite certificate within the stipuated period if we deduct ta# from
interest paid ( accrued on !our deposits"
k" *e wi indicate the ta# deducted, if an!, on interest on term deposits credited to !our
0avings ( Current account in the passbook (statement of account"






1?
H"A"1 2dvances against term deposits H"A"1 2dvances against term deposits H"A"1 2dvances against term deposits H"A"1 2dvances against term deposits

*e wi e#pain the faciit! of oan(overdraft avaiabe against term deposits"

H"H 0ettement of caims in respect of deceased account hoders H"H 0ettement of caims in respect of deceased account hoders H"H 0ettement of caims in respect of deceased account hoders H"H 0ettement of caims in respect of deceased account hoders

a" *e wi foow a simpified procedure for settement of accounts of deceased account deceased account deceased account deceased account
hoders"
b" *e wi provide caim forms for settement of caims of the accounts of deceased persons,
to those who approach us for the forms" *e wi aso pace the caim forms on our website"

H"H"1 2ccounts with survivor(nominee caus H"H"1 2ccounts with survivor(nominee caus H"H"1 2ccounts with survivor(nominee caus H"H"1 2ccounts with survivor(nominee cause ee e

a" In the case of a deposit account of a deceased depositor, where the depositor had utiiEed
the nomination faciit! and made a vaid nomination or where the account was opened with
the survivorship cause &Beither or survivorC or Ban!one or survivorC or Bformer or survivorC
or Batter or survivorC', pa!ment of the baance in the deposit account to the
survivor&s'(nominee of a deceased deposit account hoder wi be made, provided.

i" the identit! of the survivor&s'(nominee and the fact of the death of the account hoder, is
estabished through appropriate documentar! evidence"
ii" there is no order from the competent court restraining the bank from making the pa!ment
from the account of the deceased"

In such cases, pa!ment to the survivor&s'(nominee of the deceased depositors wi be made
without insisting on production of succession certificate, etter of administration or probate,
etc" or obtaining an! bond of indemnit! or suret! from the survivor&s'(nominee, irrespective
of the amount standing to the credit of the deceased account hoder"

b" The survivor&s' ( nominee woud be receiving the pa!ment from the bank as a trustee of the
ega heirs of the deceased depositor, i"e", such pa!ment sha not affect the right or caim
which an! person ma! have against the survivor&s'(nominee to whom the pa!ment is made"
c" The pa!ment made to the survivor&s' ( nominee, sub-ect to the foregoing conditions, woud
constitute a fu discharge of the bank,s iabiit!"
d" In case of term deposits with B6ither or 0urvivorC or B4ormer or 0urvivorC mandate,
premature withdrawa on death of one of the depositors of the deposit b! the surviving -oint
depositor(s wi be permitted on! if there is a mandate from a the depositors to this effect"

H"H"1 2ccounts without th H"H"1 2ccounts without th H"H"1 2ccounts without th H"H"1 2ccounts without the survivor(nominee cause e survivor(nominee cause e survivor(nominee cause e survivor(nominee cause

In case where the deceased depositor had not made an! nomination or for the accounts other
than those st!ed as Beither or survivorC &such as singe or -oint! operated accounts', we wi
adopt a simpified procedure for repa!ment to the ega heir&s' of the depositor, keeping in
view the imperative need to avoid inconvenience and undue hardship to the common person"
:eeping in view our risk management poic!, we wi fi# a minimum threshod imit up to
which caims in respect of the deceased depositors coud be setted without insisting on
production of an! documentation other than a etter of indemnit!"






1@
H"H"< Time imit for settement of caims H"H"< Time imit for settement of caims H"H"< Time imit for settement of caims H"H"< Time imit for settement of caims

*e wi sette the caims in respect of deceased depositors and reease pa!ments to
survivor&s' ( nominee within a period not e#ceeding 1? da!s from the date of receipt of the
caim sub-ect to the production of proof of death of the depositor and suitabe identification of
the caimant&s', to the bank,s satisfaction"

H"H"> )remature te H"H"> )remature te H"H"> )remature te H"H"> )remature termination of term deposit accounts rmination of term deposit accounts rmination of term deposit accounts rmination of term deposit accounts

In the case of term deposits, we wi incorporate a cause in the account opening form itsef to
the effect that in the event of the death of the depositor, premature termination of term
deposits woud be aowed" The conditions sub-ect to which such premature withdrawa woud
be permitted woud aso be specified in the account opening form" 0uch premature
withdrawa woud not attract an! pena charge"

H"H"? Treatment of fows in the name of the deceased depositor H"H"? Treatment of fows in the name of the deceased depositor H"H"? Treatment of fows in the name of the deceased depositor H"H"? Treatment of fows in the name of the deceased depositor

In order to avoid hardship to the survivor&s'(nominee of a deposit account, we wi obtain
appropriate agreement(authoriEation from the survivor&s'(nominee with regard to the
treatment of pipeine fows in the name of the deceased account hoder" In this regard, we wi
consider adopting either of the foowing two approaches.
i" *e coud be authoriEed b! the survivor&s' ( nominee of a deceased account hoder to
open an account st!ed as +6state of NNNNNNNNNNNNNNNN, the Deceased, where a the
pipeine fows in the name of the deceased account hoder coud be aowed to be
credited, provided no withdrawas are made"
OR
ii" *e coud be authoriEed b! the survivor&s' ( nominee to return the pipeine fows to the
remitter with the remark B2ccount hoder deceasedC and to intimate the survivor&s' (
nominee according!" The survivor&s' ( nominee ( ega heir&s' coud then approach the
remitter to effect pa!ment through a negotiabe instrument or through eectronic transfer
in the name of the appropriate beneficiar!"

H"I 0afe deposit ockers H"I 0afe deposit ockers H"I 0afe deposit ockers H"I 0afe deposit ockers

*e wi give !ou the compete detais of the rues and the procedures appicabe for aotment
of the safe deposit ockers and aso safe deposit of vauabes, in case we offer the service" *e
wi aot ockers without inking it to pacement of fi#ed deposits" 3owever, to ensure prompt
pa!ment of ocker rent, we ma! at the time of aotment, obtain a 4i#ed Deposit which woud
cover < !ears, rent and the charges for breaking open the ocker in case of an eventuait!"

H"1F 4oreign H"1F 4oreign H"1F 4oreign H"1F 4oreign e#change services e#change services e#change services e#change services

a" *hen !ou bu! or se foreign e#change, we wi give !ou information on the services, detais
of the e#change rate and other charges which app! to foreign e#change transactions" If this
is not possibe, we wi te !ou how these wi be worked out"
b" If !ou want to transfer mone! abroad, we wi inform !ou how to do this and wi give !ou.
i" a description of the services and how to use them"
ii" detais of when the mone! !ou have sent abroad shoud get there and the reasons for
dea!s, if an!"



1A
iii" the e#change rate appied for conversion of the foreign currenc! &if this is not possibe
at the time of the transaction, we wi et !ou know ater what the rate was'"
iv" detais of an! commission or charges, which !ou wi have to pa! and a caution that
the person receiving the mone! ma! aso have to pa! the correspondent bank,s
charges"
c" *e wi te !ou if the information provided b! !ou for making a pa!ment abroad is ade7uate
or not" In case of an! discrepancies or incompete documentation, we wi advise !ou
immediate! and assist !ou to rectif!(compete the same"
d" If mone! is transferred to !our bank account from abroad, we wi te !ou the origina
amount received and charges if an! evied" If the sender has agreed to pa! a charges, we
wi not take an! charges when we credit the mone! into !our account"
e" *e wi guide !ou about the reguator! re7uirements or conditions reating to foreign
e#change services offered b! us as and when re7uested b! !ou"
f" In case of dea! be!ond the da! when the amount is due for credit, !ou wi be compensated
&a' for an! oss on account of interest for due period be!ond the due date and &b' aso for
adverse movement of fore# rate as per the Compensation )oic! of the bank"
g" 2 certificates re7uired to be issued under reguator!(statutor! instructions wi be issued
free of charge"

H"11 Remittances within India H"11 Remittances within India H"11 Remittances within India H"11 Remittances within India

If !ou want to remit mone! within India we wi inform !ou how to effect it and wi.
a" give a description of our services and how to use them"
b" suggest to !ou the best wa! to send the mone! to suit !our needs"
c" discose the detais of a charges incuding commission that !ou wi have to pa! for the
service as per the Tariff 0chedue"
d" send !ou an 090 ( e$mai informing !ou of the fate ( status of the remittance made b! !ou
through mobie banking ( N64T ( RT50"
e" make avaiabe on our website updated contact detais of our Customer 4aciitation Centres
to hande !our 7ueries ( compaints regarding N64T ( RT50 transactions"
f" In case of an! dea! we wi compensate !ou for the dea! and an! oss(additiona e#pense
incurred b! !ou" "" "
g" *e wi e#tend remittance faciities within prescribed imits to wakin customers too"

H"11 8ending H"11 8ending H"11 8ending H"11 8ending

a" *e wi have a %oard approved poic! on 8oans and 2dvances"
b" *e wi base our ending decisions on a carefu and prudent assessment of !our financia
position and capacit! to repa!"
c" *e wi not discriminate on grounds of se#, caste and reigion in the matter of ending"
3owever, this does not precude us from instituting or participating in schemes framed for
specified sections of the societ!"

H"11"1 8oans H"11"1 8oans H"11"1 8oans H"11"1 8oans

H"11"1"1 5enera Information H"11"1"1 5enera Information H"11"1"1 5enera Information H"11"1"1 5enera Information

*e wi.
a" give !ou the 9ost Important Terms and Conditions &9ITC' governing the oan(credit faciit!
!ou have sought to avai"



1H
b" give !ou information e#paining the ke! features of our oan and credit card products
incuding appicabe fees and charges whie communicating the sanction of the oan(credit
card"
c" advise !ou about the information(documentation we need from !ou to enabe !ou to app!"
*e wi aso advise !ou what documentation we need from !ou with respect to !our
identit!, address, empo!ment, etc" and an! other document that ma! be stipuated b!
statutor! authorities &e"g" )2N detais', in order to comp! with ega and reguator!
re7uirements"
d" verif! the detais mentioned b! !ou in the oan ( credit card appication b! contacting !ou at
!our residence and ( or on business teephone numbers and ( or ph!sica! visiting !our
residence and( or business addresses through agencies appointed b! us for this purpose, if
deemed necessar! b! us"
e" if we offer !ou an overdraft, or an increase in !our e#isting overdraft imit, te !ou if !our
overdraft is repa!abe on demand or otherwise" *e wi, if re7uired, aso advise about the
method of cacuation of overdrawn amount and aso the computation of interest"
f" in case we offer ( approve a credit faciit! over the teephone, we wi credit !our account
with the amount on! after receiving !our acceptance in writing or through an! other mode
and where !our consent is obtained through authenticated eectronic means ( after
necessar! vaidation"
g" not offer an! unsoicited pre$approved credit faciit! in an! form, incuding enhancement of
credit card imit and top up of persona oan imits, etc"

H"11"1"1 2ppications for oans and their processing H"11"1"1 2ppications for oans and their processing H"11"1"1 2ppications for oans and their processing H"11"1"1 2ppications for oans and their processing

a" 2t the time of sourcing a oan product, we wi provide as part of the oan appication form,
information about the interest rates aong with the annuaised rates of interest, whether
foating or fi#ed, as aso the fees(charges pa!abe for processing, the amount of such fees
refundabe if oan is not sanctioned(disbursed, pre$pa!ment options and charges, if an!,
pena rate of interest for dea!ed repa!ments, if an!, conversion charges for switching !our
oan from fi#ed to foating rates or vice$versa, e#istence of an! interest reset cause and an!
other matter which affects the interest of the borrower, so that a meaningfu comparison
with those of other banks can be made and an informed decision can be taken b! !ou"
b" *e wi provide !ou with a checkist of documents to be submitted &compiant with ega
and reguator! re7uirements' aong with the oan appication form to enabe !ou to submit
the appication compete in a respects" If re7uired, we wi assist !ou in fiing up !our oan
appication form"
c" *e sha invariab! provide !ou with an acknowedgement of !our oan appication, whether
submitted onine or manua!, indicating therein the time frame within which the appication
wi be processed"
d" *e wi conve! our decision on !our oan appication for a imit up to O OO O 1F akh within <F
working da!s from the date of receipt of the appication provided !our appication is
compete in a respects and is submitted aong with a the documents as per +check ist,
provided" *e wi conve! our decision on appications be!ond O OO O 1F akh within a reasonabe
time frame"
e" Norma! a particuars re7uired for processing the oan appication wi be coected b! us
at the time of appication" In case we need an! additiona information we wi contact !ou
immediate!"
f" *e wi communicate, in writing, the reason&s' for re-ection of !our oan appication"
g" *e wi provide !ou the sanction etter detaiing particuars of amount sanctioned and the
terms and conditions"



1I
h" *e wi provide !ou an amortisation schedue &schedue of repa!ment of principa and
interest for the duration of the oan'"
i" *e wi aso inform !ou whether !ou have an option to et e7uated month! instaments sta!
constant and changed tenure or viceversa when the interest rate changes"
-" *e wi, at !our re7uest, supp! authenticated copies of a the oan documents e#ecuted b!
!ou at our cost aong with a cop! each of a encosures 7uoted in the oan document"
k" *e wi give written receipt for a documents to tite taken as securit!(coatera for an! oan"
" *e wi endeavour to send !ou a communication through etter ( mai or 090 about the
status of !our account before it becomes an N)2"
m" *e wi give !ou notice, sufficient! in advance, if we decide to reca ( acceerate pa!ment
or performance under the agreement or seek additiona securities"
n" *e wi provide !ou with an annua statement of account of !our term ( demand oans"
o" *e wi provide !ou with the oan statement, more often, if re7uired, at a cost which wi be
indicated in the Tariff 0chedue"
p" *e wi return to !ou a the securities ( documents(tite deeds to mortgaged propert! within
1? da!s of the repa!ment of a dues agreed to or contracted" If an! right to set off is to be
e#ercised for an! other caim, we wi give due notice with fu particuars about the other
caims and retain the securities(documents(tite to mortgaged propert! ti the reevant caim
is setted(paid"
7" *e wi compensate !ou for an! dea! in return of securities ( documents ( tite deeds to
mortgaged propert! be!ond 1? da!s of the repa!ment of a dues agreed to or contracted"
r" In the event of our osing the securities ( documents ( tite deeds !ou have provided to us
when !ou avaied a oan, we wi compensate !ou for the oss" *e wi issue a certificate
indicating the securities ( documents ( tite deeds ost and e#tend a assistance to !ou for
obtaining dupicate documents etc"
s" *e wi process a re7uest for transfer of borrowa account, either from !ou or from a
bank(financia institution, in the norma course and conve! our concurrence or otherwise
within two weeks of receipt of re7uest"
t" *e wi not ev! forecosure charges ( pre$pa!ment penaties on home oans carr!ing
foating interest rate"

H"1< 5uarantee H"1< 5uarantee H"1< 5uarantee H"1< 5uarantee

a" If !ou want us to accept a guarantee or other securit! from a third part! for !our iabiities,
we ma! ask !ou for !our permission to give confidentia information about !our finances to
the person giving the guarantee or other securit!, or to their ega adviser"
b" *e wi aso.
i" encourage them to take independent ega advice to make sure that the! understand their
commitment and the possibe conse7uences of their decision &where appropriate, the
documents we ask them to sign wi contain this recommendation as a cear and obvious
notice'"
ii" inform them that b! giving the guarantee or other securit! the! ma! become iabe
instead of, or as we as, !ou"
iii" inform them what their iabiit! wi be"
iv" give a cop! of the terms and conditions of the oan sanctioned(oan agreement, free of
cost, to the guarantor&s' of the credit faciit! avaied b! !ou"
c" *hen !ou are considering to be a guarantor to a oan, we wi te !ou.
i" !our iabiit! as guarantor/
ii" the amount of iabiit! !ou wi be committing !oursef to the bank/
iii" circumstances in which we wi ca on !ou to pa! up !our iabiit!/



1F
iv" whether we have recourse to !our other monies in the bank if !ou fai to pa! up as a
guarantor/
v" whether !our iabiities as a guarantor are imited to a specific 7uantum or the! are
unimited/
vi" time and circumstances in which !our iabiities as a guarantor wi be discharged as aso
the manner in which we wi notif! !ou about this/
vii" of an! materia or adverse change in the financia position of the borrower to whom !ou
stand as a guarantor"
d" *e wi return to !ou a the securities ( documents(tite deeds to mortgaged propert! within
1? da!s of the repa!ment of a dues agreed to or contracted"
e" *e wi compensate !ou for an! dea! in return of securities (documents ( tite deeds to
mortgaged propert! be!ond 1? da!s of the repa!ment of a dues agreed to or contracted"
f" In the event of our osing the securities (documents, we wi compensate !ou for the oss"
*e wi issue a certificate indicating the securities ( documents ost and e#tend a assistance
to !ou for obtaining dupicate documents, etc"

H"1> Centra Registr! H"1> Centra Registr! H"1> Centra Registr! H"1> Centra Registr!

*hen !ou avai of a oan faciit! invoving immoveabe propert! as primar! or coatera
securit!, we wi advise !ou the functioning of the Centra Registr! and the fact that their
records wi be avaiabe for search b! an! ender or an! other person desirous of deaing with
the propert!"

H"1? 0ettement of dues H"1? 0ettement of dues H"1? 0ettement of dues H"1? 0ettement of dues

a" ;ou shoud et us know, as soon as possibe, if !ou are not abe to make !our pa!ments in
time"
b" *e wi consider a cases of genuine financia difficut! s!mpathetica! and positive!, in
consonance with reguator! guideines and our poic!"
c" *e wi tr! to hep !ou overcome !our difficuties"
d" In case we offer !ou a One Time 0ettement &OT0' for repa!ment of dues, we wi e#pain to
!ou the detais of the offer"
e" *e wi spe out, in writing, the terms and conditions of the OT0 offered to !ou"
f" If the dues are setted under OT0, we wi e#pain to !ou the impications of such settement
on !our credit histor! maintained b! the CICs"

H"1@ 0ecuritisation of oans(card dues H"1@ 0ecuritisation of oans(card dues H"1@ 0ecuritisation of oans(card dues H"1@ 0ecuritisation of oans(card dues

a" In case we securitise &se' !our oans ( dues on !our card to another entit!, we wi advise
!ou the name and contact detais of such entit! aong with the amount of !our oan ( dues
transferred to them" In the norma course, oans ( card dues, which are nonstandard, are
considered for sae to 2sset Reconstruction Compan! &2RC' through assignments" *here
dues are setted through compromise, assigning such assets to 2RC does not arise"
b" ;ou wi then be iabe to pa! the amount due to the entit! to which the oan ( dues have
been transferred"
c" The entit! to which the oan ( dues have been transferred wi continue to report !our credit
information to the CICs"
d" *e wi endeavour to assist !ou in case !ou have a grievance against the entit! to which
!our oan ( dues have been transferred b! us"




11
H"1A" 6ectronic %anking H"1A" 6ectronic %anking H"1A" 6ectronic %anking H"1A" 6ectronic %anking

H"1A"1 )INs and )asswords H"1A"1 )INs and )asswords H"1A"1 )INs and )asswords H"1A"1 )INs and )asswords

a" *e wi conform to internationa! accepted standards for methods of generation, storage
and termina securit! reating to )IN )IN )IN )INs and )assword )assword )assword )asswords to ensure their confidentiait! and
securit! for !our protection"
b" *e wi deiver !our )IN to !ou at our branch after due identification or deiver it at the
address we have on record" ;ou ma!, aso at !our convenience, generate )IN"
c" In order to safeguard !our account, simpe )INs or )asswords such as those isted beow
shoud be avoided"
i" birth dates, months or !ears/
ii" se7uentia numbers &e"g" <>?@'/
iii" number combinations that ma! be easi! guessed &e"g" 1111'/
iv" parts of !our teephone number/
v" parts of numbers in the order in which the! are printed on an! of !our cards/
vi" other easi! accessibe persona data &e"g" driving icence, or other numbers easi!
connected with !ou'/ and
vii" names of fami! members, pets or streets"
d" ;ou must safeguard !our )IN or )assword P

Do not. Do not. Do not. Do not.

i" aow an!one ese to use !our card, )IN, password or other securit! information"
ii" write down or record !our )IN, password or other securit! information"
iii" store !our password&s' in !our mobie ( browser"
iv" give !our account detais, password ( )IN or other securit! information to an!one, incuding
those who caim to be authorised representatives of the bank"
v" respond to an! communication asking for bank account detais for an! purpose"
vi" fa pre! to fictitious offers ( otter! winnings ( remittance of cheap funds in foreign currenc!
from abroad b! certain foreign entities(individuas, incuding Indian residents acting as
representatives of such entities ( individuas" These offers are genera! made through
etters, e$mais, mobie phones, 090s, etc"

2wa!s. 2wa!s. 2wa!s. 2wa!s.

i" memoriEe !our )IN, password and other securit! information and destro! the written
communication, if an!, received b! !ou"
ii" choose !our new )IN carefu!, if !ou change !our )IN"
iii" choose a BstrongC password and change it reguar!"
iv" take reasonabe steps to keep !our card safe in !our persona custod! and !our )IN,
password and other securit! information secret at a times"
v" take care to ensure that no$one can see !ou enter !our )IN when !ou use !our card at
2T9s or at )oints of 0ae &)O0' counters"
vi" inform us of the discosure or possibe discosure of !our )IN or )assword as soon as !ou
are aware or suspect !our )IN or )assword has been discosed" ;ou shoud aso change
!our )assword ( )IN as soon as !ou are aware or suspect that someone ese knows them"
vii" consider using a different )IN or )assword for different cards or e7uipment"
viii" put in a power$on(access password in !our )C ( 9obie, screensaver password on !our
)C, so that no one ese can use !our )C( 9obie without !our consent"



11
e" In case someone ese knows !our )IN or other securit! information, we wi, on !our
notif!ing us, take immediate steps to tr! and prevent these from being misused"

H"1A"1 Internet %anking H"1A"1 Internet %anking H"1A"1 Internet %anking H"1A"1 Internet %anking

a" *e wi take a necessar! steps to put in pace securit! s!stems to enabe safe access to
and transacting through internet banking"
b" *e wi take appropriate measures to ensure that our Internet %anking s!stem and
technoog! are secure and are reguar! reviewed and updated for this purpose"
c" *e wi undertake various initiatives to educate !ou on onine securit! b! wa! of periodic e$
mais, through our websites and at various customer touchpoints ike 2T9s, etc"
d" *e wi never ask !ou in person or in writing &incuding b! e$mai' to confirm !our Internet
%anking securit! information or to discose !our )assword"
e" *hen we first give !ou access to our Internet %anking services, we wi te !ou where to
find the information !ou need to safeguard !our onine information and to protect !oursef
and !our own computer from fraud, scams or unauthorised transactions" This information
wi be updated from time to time"
f" *e wi inform !ou of what procedures !ou must use to report unauthoriEed access to !our
information, accounts or disputed transactions using Internet %anking service and make
avaiabe to !ou contact particuars so !ou can report the unauthorised activit! as soon as
!ou are aware of it"
g" *hen !ou have access to Internet %anking services, we wi aso inform !ou of the
appicabe terms and conditions reating to such services" Detaied Internet %anking terms
and conditions wi aso be avaiabe on our website"
h" 2 Internet %anking reated services and associated charges, if an!, wi be dispa!ed and
avaiabe to !ou onine" Charges associated with Internet %anking services wi aso be
avaiabe in the Tariff 0chedue"
i" *e wi carr! out additiona authentication process via second factor parameters for financia
transactions, as prescribed b! the reguator from time to time"
-" *e wi send !ou 090 ( e$mai aerts for the financia transactions undertaken b! !ou
be!ond the specified imit, at the contact detais registered with us"
k" *e wi send !ou an 090 ( e$mai on a pa!ee ( bier registration done on Netbanking"
" *e wi offer !ou the faciit! of fi#ing a cap on the vaue, mode of transactions and
beneficiaries in eectronic modes of transactions" *e wi re7uire an additiona authoriEation
in the event of !our changing the options" *e wi send !ou an aert when a re7uest for
change in the options is received"
m" ;ou ma! opt out of Internet %anking 0ervices at an! point of time" 3owever, !ou must
keep us informed of !our decision and ensure that !ou compete the re7uisite formaities"
n" ;ou wi not be iabe for osses caused b! transactions before !our access to Internet
%anking faciit! is activated ( made operationa"
o" In an! dispute about receipt of )asswords or securit! information that are not issued to !ou
in person, we wi not re! mere! on proof of despatch to !our correct address as proof
that the! have been received b! !ou"
p" In the event of an! unauthoriEed transaction after !ou have received the means to access
Internet %anking, !our iabiit! wi be the esser of.
i" the actua oss at the time of notification to us/ or 1
ii" the baance that woud have been avaiabe for withdrawa from !our account&s'/ or
iii" the imit !ou ma! have set for such transactions/
iv" ower of &i' to &iii' or ma#imum of O1F,FFF &Rupees Ten thousand on!'"



1<
7" If !ou advise us as prompt! as is reasonab! possibe that !our )assword or an! other
securit! information is or ma! be known to another person or there has been an
unauthorised access to !our Internet %anking information or accounts, !ou wi not be hed
responsibe for an! oss, from the time !ou have notified us, uness !ou have acted
frauduent! or negigent! or have contributed to such discosure or unauthorised access"
r" If !ou incur a direct oss that is due to a securit! breach of our Internet %anking s!stem as a
resut of our faiure to take reasonabe care and is not caused or contributed to b! !ou, we
wi reimburse(compensate !ou for that oss"
s" Onine banking is safe and convenient as ong as !ou take a number of simpe precautions"
)ease make sure !ou foow the advice given beow.
i" Gisit our secure Internet banking site direct!" 2void accessing the site through a ink
from another site or an e$mai and verif! the domain name dispa!ed to avoid spoof
websites"
ii" Ignore an! e$mai asking for !our password or )IN and inform us of the same for us to
investigate" Neither the poice nor we wi ever contact !ou to ask !ou to revea !our
onine banking or pa!ment card )INs, or !our password information"
iii" 8og off from Netbanking when !our session is compete" Use the +8og Out, button to og
out so that the session coses" Do not -ust cose the window to og off"
iv" Do not use c!ber cafQs (shared )Cs to access our Internet banking site"
v" Update !our )C with atest anti$virus and sp! ware software reguar!"
vi" Insta securit! programmes to protect against hackers, virus attacks or an! maicious
programmes"
vii" Insta a suitabe firewa to protect !our )C and its contents from outsiders"
viii" Disabe the +4ie and )rinting 0haring, feature on !our operating s!stem"
i#" 8og off !our )C when not in use"
#" Do not store !our ID()IN in the Internet 6#porer %rowser"
#i" Check !our account and transaction histor! reguar!"
#ii" 4oow our advice $ our websites are usua! a good pace to get hep and guidance on
how to sta! safe onine"

H"1A"< 9obie %anking H"1A"< 9obie %anking H"1A"< 9obie %anking H"1A"< 9obie %anking

a" *e wi take appropriate measures to ensure that our mobie appications are secure and
reguar! reviewed and updated for this purpose"
b" 2part from !our obigations when using Internet %anking, when using a mobie appication
or an! other form of socia media to access banking services !ou wi need to take
additiona care to protect !our device, b!.
i" not eaving !our device unattended and ogged into a mobie banking service/
ii" ocking !our device or taking other steps to stop unauthoriEed use of !our mobie
banking service/ and
iii" notif!ing us as soon as practicabe if !our device is ost or stoen"
c" If !ou opt for mobie banking services we wi, prior to !our registration for the service,
inform !ou of.
i" the securit! procedure adopted b! us for user authentication/
ii"the appicabiit! or otherwise of stop pa!ment instructions and the terms and
conditions for the acceptance, if an!, for the same"







1>
H"1A"> 2T9 ( Debit and Credit Cards H"1A"> 2T9 ( Debit and Credit Cards H"1A"> 2T9 ( Debit and Credit Cards H"1A"> 2T9 ( Debit and Credit Cards

a" *e wi offer !ou an 2T9 ( Debit Card if it is norma! issued with the t!pe of account !ou
have opted for" ;ou ma! decine to accept the card if !ou do not want it"
b" *here cards are deivered to !ou persona!, we must be satisfied about !our identit!
before aowing cards to be deivered"
c" *e wi send a service guide(member booket giving detaied terms and conditions, osses
on !our account that !ou ma! be iabe if !our card is ost ( misused and other reevant
information with respect to usage of !our card aong with !our first card"
d" *e wi inform !ou which of !our accounts !our card can access" *e wi aso inform !ou
whether the card issued to !ou has more than one function and if so, what those functions
are"
e" *e wi advise !ou of the current transaction imits that app! at )O0 counters, 2T9s and
fore# transactions"
f" *e wi advise !ou of the fees and charges that app! to !our card"
g" *e wi provide +Onine 2erts, to !ou for a card transactions, irrespective of the amount"
*hie sending !ou an aert ever! time !our card is used, we wi indicate the teephone
number which !ou can contact to deactivate !our card, if the transaction has not been
initiated b! !ou ( !our card has been misused"
h" *e wi send !ou an 090 in the event of < consecutive incorrect attempts of og in on the
same da!"
i" ;ou must awa!s ensure that !ou have informed us of !our current mobie number ( e$mai
Id so that !ou receive aerts prompt!" 4aiure to keep !our contact information with us
updated ma! resut in !our being iabe for an! oss suffered as a resut of misuse of !our
cards"
-" *hen we issue !our card we wi inform !ou how best to safeguard !our card" 4or e#ampe,
!ou must.
i" not eave !our card in an unattended waet, purse or vehice or an!where from where it
coud be removed without being noticed/
ii" sign !our card as soon as !ou receive it/
iii" not give !our card to an!one or et an!one ese use !our card" 2wa!s remember to take
!our card back after using it/
iv" inform us if !ou change !our address, so a repacement card is sent to the correct pace/
and
v" report the oss or theft of !our card as soon as !ou are aware of it"

H"1A">"1 Reporting oss ( theft ( disputed t H"1A">"1 Reporting oss ( theft ( disputed t H"1A">"1 Reporting oss ( theft ( disputed t H"1A">"1 Reporting oss ( theft ( disputed transactions ransactions ransactions ransactions

a" *e wi inform !ou of the procedure !ou must foow to report the oss, theft or
unauthorised use of !our card or )IN"
b" *e wi incude in the terms and conditions what !our iabiit! wi be in reation to the oss
or theft of !our Card or discosure of !our )IN or )assword"
c" *e wi make avaiabe to !ou teephone numbers ( e$mai Ids that !ou can use to report
oss, theft or unauthorised use of !our card, )IN or password as soon as !ou are aware that
an! such event has occurred"
d" ;ou shoud inform us as soon as !ou discover that !our card has been ost or stoen or
someone ese knows !our )IN, password or other securit! information apart from changing
them immediate!"
e" In case !our 2T9 ( Debit ( Credit card has been ost or stoen, we wi, on !our notif!ing us,
take immediate steps to tr! to prevent these from being misused"



1?
f" ;ou ma! be iabe for misuse unti the time that we have been notified"
g" *e wi bock a ost or misused card immediate! on being informed of the oss( misuse"
;ou coud te us about the oss ( misuse b! phone at our 1> hour to free number and send
us a written confirmation to that effect immediate!" ;ou ma! aso send us an e$mai using
the e$mai id we have given !ou for this purpose" *e wi send !ou a confirmation for
having bocked usage of the card prompt!"
h" Once !ou have advised us that !our card has been ost or stoen, or !our )IN or )assword
discosed, !ou wi not be responsibe for an! unauthorised use of !our card after that time"
This protection wi not app! if !ou have acted frauduent! or negigent!"
i" In the case of a disputed transaction, we wi give !ou more detais if !ou ask us to do so" In
cases where we do not accept !our contention, it wi be our responsibiit! to provide
evidence of !our having authoriEed the transaction in 7uestion"
-" If !ou notif! us of an incorrect, invaid or unauthorised transaction, we wi investigate the
matter" If the transaction is found to be incorrect, invaid or unauthorised we wi reverse
the transaction as per the chargeback process"
k" ;ou wi not be iabe for osses before !ou receive !our Card or, if appicabe, !our )IN and
)assword, provided !ou have notified us of !our current address" In an! dispute about
receipt of a card, )IN or )assword that is not issued to !ou in person, we wi not re! on
proof of despatch to !our correct address as proof that the Card, )IN or )assword was
received"
" ;ou wi not be iabe for oss caused b!.
i" frauduent or negigent conduct b! our empo!ees or agents or parties invoved in the
provision of eectronic banking services/
ii" fauts that occur in machines, cards or s!stems used, uness the fauts are obvious or
advised b! message or notice on dispa!/
iii" unauthorised transactions before !ou have received !our cards, )IN or )assword/
iv" an! other unauthorised transaction where it is cear that !ou coud not have contributed
to the oss"
m" ;ou wi be iabe to pa! not more than O OO O1F,FFF( &Rupees Ten thousand on!' for an! oss
that occurs before !ou notif! us" 3owever, this imit wi not app! if.
i" !ou have acted frauduent! or negigent!/ or
ii" !ou have contributed to the unauthorised use of !our Card"
n" In the event that the cause above appies, !our ma#imum iabiit! wi be the esser of.
i" the actua oss at time of notification/ or
ii" the ma#imum amount that !ou woud have been entited to withdraw from !our account
between the time !our Card was ost(stoen and the time !ou notified us"
o" ;ou wi have a imited time to dispute a transaction" *e wi inform !ou of this time in the
terms and conditions" 4aiure to report the incorrect, invaid or unauthorised transaction
within that time wi mean that we cannot reverse the transaction and !ou wi have to pa!
for it" There are imited circumstances under which we can reverse a credit card
transaction, particuar! where the rues of a credit card compan! app!" 4or e#ampe, we
cannot reverse a credit card transaction where there is a dispute with the 9erchant as to
the 7uait! of the goods and services, or !ou have changed !our mind about the 7uait! of
the goods and services or an error has been made b! !ou or the 9erchant on a Debit Card
transaction"
p" *e wi dispa! the teephone numbers of the hep desk ( contact persons of the 2T9
owning bank at 2T9 ocations to enabe !ou to odge a compaint ( seek redressa"
7" *e wi aso dispa! the name and teephone number of the officias with whom the
compaint can be odged"



1@
r" *e wi reimburse amounts wrong! debited in faied 2T9 transactions within the
prescribed time imit" 4or an! dea! be!ond the prescribed time imit, we wi pa!
compensation as prescribed, provided the caim is odged with us i"e" the 2T9 card issuing
bank within <F da!s of the transaction"
s" In case of disputed 2T9 transactions, we wi retain the reevant camera footage ti the
dispute is setted" 2ccess to such footage wi be avaiabe on! if the dispute is raised
within the prescribed preservation period of such records"
<A
H"1A"? Credit H"1A"? Credit H"1A"? Credit H"1A"? Credit Card Card Card Card

a" *hen !ou app! for a credit card, we wi e#pain the reevant terms and conditions such as
fees, interest and other charges, biing and pa!ment, method of computation of overdues,
financia impications of pa!ing on! +the minimum amount due,, renewa and termination
procedures, and an! other information that !ou ma! re7uire to operate the card"
b" *e wi give !ou a cop! of the 9ost Important Terms and Conditions &9ITC' at the time of
appication"
c" *e wi advise !ou of our targeted turnaround time whie !ou are avaiing ( app!ing for a
credit card"
d" *e ma! aso issue a deactivated &not read! to use' credit card if we consider !our profie
appropriate for issuing credit card and such deactivated card wi become active on! after
!ou conve! !our acceptance of the card and take steps for its activation as re7uired and
sub-ect to such other conditions as ma! be specified"
e" In case we activate the card without !our consent or bi !ou for the card for which !ou have
not given !our consent, we wi not on! reverse the charges forthwith but wi aso pa! a
penat! amounting to twice the vaue of the charges reversed"
f" *e wi e#tend a oan ( credit faciit! or enhance the credit imit on !our card on! with !our
consent in writing" Consent received through eectronic means where !ou specifica!
vaidate the transaction and having read the 9ITC and where digita records of such
consent can be retrieved as a proof of consent wi aso be treated as consent"
g" *e ma! issue an add$on card&s' to the person&s' nominated b! !ou" *e wi, at !our
re7uest, set a credit imit &within the overa imit' for the add$on card&s' issued to !ou" ;ou
wi be iabe for a transactions made b! such additiona card hoders"
h" If the imit on !our credit card is proposed to be reduced, we wi inform !ou immediate!
incuding the reason therefor, b! 090 ( e$mai foowed b! confirmation in writing"
i" *e wi ensure that we comp! with !our re7uest for canceation and confirm canceation (
cosure of the credit card to !ou within A working da!s of the re7uest being received in
writing or through an e$mai Id registered with us, provided that the outstanding amount, if
an!, is setted ( paid"
<H
H"1A"?"1 Credit card statements H"1A"?"1 Credit card statements H"1A"?"1 Credit card statements H"1A"?"1 Credit card statements

a" To hep !ou manage !our credit card account and check detais of purchases(cash
withdrawas, we wi send !ou a month! statement, free of cost, with detais of the
transactions made with(using !our credit card" The credit card statement wi be dispatched
on a predetermined date ever! month, b! post(courier to !our maiing address or, if !ou so
desire, b! e$mai to the address registered with us" The statement wi aso be made
avaiabe for viewing on internet banking"
b" In the event of non$receipt of this statement, we e#pect !ou to get in touch with us so that
we can arrange to resend the detais to enabe !ou to make the pa!ment and highight
e#ception, if an!, in a time! manner"



1A
c" *e wi et !ou know(notif! changes in schedue of fees and charges and terms and
conditions" Norma!, changes &other than interest rates and those which are a resut of
reguator! re7uirements' wi be made with prospective effect after giving notice of at east
one month" The changes wi be notified aong with the month! statement of account or
cop! thereof"
d" %efore reporting to Credit Information Compan! about defaut status of a credit card hoder,
we wi adhere to a procedure approved b! the %oard, incuding issuing of sufficient notice
to the card hoder"

H"1H" Third )art! )roducts H"1H" Third )art! )roducts H"1H" Third )art! )roducts H"1H" Third )art! )roducts

*e wi undertake to se third part! products ike mutua funds, insurance, etc" on! if we are
authorised to do so" *e wi have a %oard approved poic! regarding marketing and
distribution of third part! financia products"
a" *e wi inform !ou if we, as agents of an! investment ( asset management compan! or
insurance compan!, offer an! t!pe of investment product incuding mutua funds or
insurance products"
b" *e wi ensure that a investment and insurance products we are seing are in accordance
with e#tant rues and reguations"
c" *hen !ou avai a banking service or product from us, we wi not compe !ou to purchase (
subscribe to an! third part! product as a 7uid pro 7uo"
d" In the case of securities provided b! !ou for oans avaied from us, we wi not insist on !our
obtaining insurance cover from an! particuar provider(same organisation" Obtention of
insurance products if an! offered b! us wi be pure! on vountar! basis" ;ou wi be free to
obtain insurance cover from a service provider of !our choice"
e" *e wi, at reguar intervas, educate !ou b! wa! of advertisement(notice board(information
on website( distribution of pamphets etc" the benefit of the products being sod at our
branches, uness !ou have opted not to receive such information"
f" *e wi ensure that a investment and insurance products sod at the branches wi be
e#pained to !ou b! personne who are du! 7uaified to se the products"
g" *e wi app! appropriate customer due diigence measures before seing
investment(insurance products to !ou"
h" *e wi se a product to !ou if we beieve it is suitabe and appropriate for !ou"
i" *e wi obtain the re7uisite appication and documentation for a product offered on! after
!ou have consented to subscribe(avai of the product, in writing or through authenticated
eectronic means (after necessar! vaidation"
-" *e wi provide detaied terms and conditions of the product which is being offered to !ou"
k" *e wi ensure that the charges for reated service for seing of various products wi be
dispa!ed and made avaiabe to !ou"
" *e wi ensure that the statement ( poic! documents wi be deivered to !ou within <F da!s
from the competion of a the formaities &incuding medica e#amination' as per the
scheme"
m" *e wi arrange to provide ma#imum possibe +2fter 0aes 0ervice, ike reminder of 0I),
atest N2G, date of maturit!, due date of pa!ment of premium, etc"
n" *e wi arrange for !ou to have at periodica intervas information on the performance of
the scheme(products !ou have avaied"
o" *e wi discose detais of a commissions ( other fees received, if an!, from mutua fund (
insurance( other financia companies for marketing their products"





1H
H"1I Credit Counseing 4aciit! H"1I Credit Counseing 4aciit! H"1I Credit Counseing 4aciit! H"1I Credit Counseing 4aciit!

*e wi endeavour to provide credit counseing faciit!" *herever such faciit! is avaiabe, we
wi dispa!, at our branches in a particuar centre, the address, timings, etc" of the counseing
centres set up b! an! bank at that centre to enabe !ou to avai of the service"
>F
H"1F H"1F H"1F H"1F 5etting Records 5etting Records 5etting Records 5etting Records

*e wi, on re7uest, make avaiabe to !ou, at a cost, records pertaining to !our transactions,
provided this is within the prescribed preservation period of such record"


I I I I %R2NC3 C8O0UR6 ( 03I4TIN5 %R2NC3 C8O0UR6 ( 03I4TIN5 %R2NC3 C8O0UR6 ( 03I4TIN5 %R2NC3 C8O0UR6 ( 03I4TIN5

a" If we pan to cose our branch or if we move our branch or we are not abe to continue to
provide banking services to !ou, we wi give !ou"
i" Notice of two months if there is no branch of an! bank functioning at that centre/
ii" Notice of one month in a other cases"
b" In case we shift the branch, we wi inform !ou of the compete address of the new ocation
of our branch"
c" *e wi inform !ou of an! change in the timings of the working of the branch"

1F 1F 1F 1F 4IN2NCI28 INC8U0ION 4IN2NCI28 INC8U0ION 4IN2NCI28 INC8U0ION 4IN2NCI28 INC8U0ION

a" *e wi make avaiabe +%asic 0avings %ank Deposit 2ccount, &%0%D 2ccount' without the
re7uirement of an! minimum baance sub-ect to compiance with the instructions on :now
;our Customer &:;C' ( 2nti$9one! 8aundering &298' for opening of bank accounts issued
b! R%I from time to time" *e wi aso offer ( provide minimum common faciities incuding
the faciit! of 2T9 card or 2T9$cum$Debit Card without an! charges, which wi be made
known to !ou" The reevant detais wi be made known to !ou in a transparent manner at the
time of opening of the account"
b" *e wi aso e#tend the faciit! of opening such accounts on the basis of simpified :;C
norms" 3owever, such accounts wi be additiona! treated as B0ma 2ccountsC and
sub-ected to restrictions which wi be made known to !ou in an eas! to understand manner
and in the oca anguage"
c" *e wi aso prominent! dispa! in a our branches in biingua ( triingua the re7uirements
for opening B%asic 0avings %ank Deposit 2ccountC and aso the documentation re7uired
under simpified :;C norms for opening B0ma 2ccountC"
d" *e wi aso take steps, incuding training, to create awareness about the above among our
staff, particuar! the frontine staff"
e" *e wi make avaiabe, free of cost, basic banking faciities ike maintaining of accounts with
a specified number of withdrawas in a month, 5enera Credit Card and transfer of benefits
from 0tate and Centra 5overnments through eectronic patforms"
f" *e wi provide vaue added services, if so desired, b! !ou either free of cost or with ow
charges, to be notified upfront in the anguage known and understood b! !ou"
g" If there are an! changes in the services, transactions or the charges, these wi be made
known at east one month prior to these becoming effective"
h" The changes, if an!, wi be communicated through means appropriate to !ou, such as b!
dispa! in the Notice %oard of the branch, or through the %usiness Correspondent or
through etters, etc"



1I
i" *here we do not have a branch, we wi endeavour to have a %usiness Correspondent
&%C'(%usiness 4aciitator &%4' in unbanked areas as per guideines and road map agreed to,
if an!, with Reserve %ank of India to enabe the opening of accounts, deposit and
withdrawa of mone!, sub-ect to amount and number of transactions, baance en7uir!, etc",
as aso to faciitate transfer of mone! from one pace to another"
-" *e wi aso endeavour to provide 9obie %anking faciities"
k" *e wi aso endeavour to provide other modes of remittance incuding mobie phones,
eectronic patforms ike 6C0, N64T, etc"
" *e wi be responsibe for a acts of omission and commission of the %C ( %4 and an!
compaint odged against them wi be investigated"
m" *e wi offer, in case of need, a credit faciit! at affordabe cost, sub-ect to terms and
conditions which wi be made known to !ou at the time of app!ing for the credit faciit!"
n" *e wi e#pain to !ou the various credit pans avaiabe, incuding minimum information
which the bank ma! need for processing !our oan appication, the most important terms
and conditions appicabe to such oans, the securit! which ma! be charged to the bank,
the manner and periodicit! of appication of interest, repa!ment procedure, etc"
o" *e wi not insist on coatera securit! for credit imits up to Rupees One akh &e#cudes
oans to 906 customers where higher coatera free imit of O OO O1F akh is appicabe'"
p" In case !ou face an! financia difficut! in reation to the credit faciit! avaied b! !ou, we
wi consider such cases s!mpathetica! and positive!"
7" ;ou ma! keep us informed of an! financia difficut! !ou ma! face, as above, to hep us
assist !ou overcome !our difficuties"
r" *e wi endeavour to hep !ou to overcome !our difficuties b!, where desirabe, drawing
up a reviva package, if such package is considered desirabe in the interest of both of us"
s" *e wi educate and guide the account hoders the manner of operating bank accounts
either under norma branch banking or through aternate channe incuding using devices
under Information and Communication Technoog! &ICT' enabed patforms"
t" *e wi undertake financia iterac! activities to educate customers"
u" *e wi organiEe camps, stas and town ha events to promote the cause of financia
incusion in towns and viages with participation b! the target group"
v" *e wi introduce a mechanism in the bank to educate our staff across eves about the
financia incusion efforts in the countr! in genera and in the bank, in particuar"
w" *e wi put in pace a s!stem of reguar ( ongoing visits b! the bank,s officias to the
unbanked areas where financia incusion initiatives have been undertaken to ensure end$
impementation of the bank,s efforts"
#" *e wi endeavour to attend prompt! to !our compaints, if an! and resove them at the
eariest"
!" In case !ou have an! grievance about the bank or its %C ( %4, we wi make known the
manner of odging compaints and the mechanism in the bank for resoution of compaints,
as aso the %anking Ombudsman 0cheme, in case !our compaint is not resoved or
resoved to !our satisfaction b! the bank"
E" *e wi give wide pubicit! to the financia incusion programme and educate the customers
about various products and services"










<F
11 11 11 11 06NIOR CITI=6N0 2ND DI446R6NT8; 06NIOR CITI=6N0 2ND DI446R6NT8; 06NIOR CITI=6N0 2ND DI446R6NT8; 06NIOR CITI=6N0 2ND DI446R6NT8;
2%86D )6R0ON0 2%86D )6R0ON0 2%86D )6R0ON0 2%86D )6R0ON0

a" *e wi make our best efforts to make it eas! and convenient for our specia customers ike
senior citiEen senior citiEen senior citiEen senior citiEens, different! abed and iiterate persons to bank with us" This wi incude
making convenient poicies, products and services for such appicants and customers"
b" *e wi endeavour to deveop s!stems and procedures to improve access to banking
services b! !ou"
c" *e wi endeavour to make ph!sica access to our branches and 2T9s convenient for !ou"
d" *e wi sensitise our staff interacting with !ou to assist !ou in carr!ing out !our banking
transactions"
e" In addition to a the other commitments made in this Code P
i" *e wi accord due priorit! to !ou" *e wi endeavour to provide !ou personaiEed
services for banking transactions and redressa of grievances"
ii" *e wi endeavour to provide seating arrangements in the banking ha"
iii" *e wi endeavour to provide !ou our services through a 0inge *indow mechanism"
iv" *e wi permit withdrawa of !our funds, up to imits set b! !ou, b! persons authoriEed
b! !ou on production of the authoriEation etter and passbook"
v" *e wi endeavour to provide +Doorstep, banking &pick up of cash (instruments for credit
to the account or deiver! of cash( demand drafts against issue of che7ue ( re7uisition in
writing' in specia circumstances ike i heath, inabiit! to come to the branch, etc"
vi" *e wi issue a pension sip to !ou &pensioners' containing detais of the pension
credited to !our account"
vii" *e wi endeavour to arrange to disburse the pension at the doorstep, in specia
circumstances"
viii" *e wi accept the 8ife Certificate that is re7uired to be submitted b! !ou &pensioners'
at an! branch of our bank"
i#" *e wi guide reatives ( parents of disabed persons on how to appoint a ega guardian,
under the Nationa Trust 2ct, 1III, for disabed persons with autism, cerebra pas!,
menta retardation and mutipe disabiities who can then open and operate accounts for
such persons"
#" *e wi ensure that a the banking faciities such as che7ue book faciit!, 2T9 faciit!,
Net banking faciit!, ocker faciit!, retai oans, credit cards etc", are invariab! offered to
the visua! chaenged without an! discrimination"
#i" *e wi render a possibe assistance to the visua! chaenged for avaiing various
banking faciities"
#ii" *e wi endeavour to arrange reguar meetings so that !ou ma! voice !our concerns
and benefit from coective e#perience"


11 )ROT6CTIN5 ;OUR 2CCOUNT0 11 )ROT6CTIN5 ;OUR 2CCOUNT0 11 )ROT6CTIN5 ;OUR 2CCOUNT0 11 )ROT6CTIN5 ;OUR 2CCOUNT0

11"1 0ecure and reiabe banking and pa!ment s!stems 11"1 0ecure and reiabe banking and pa!ment s!stems 11"1 0ecure and reiabe banking and pa!ment s!stems 11"1 0ecure and reiabe banking and pa!ment s!stems

a" *e wi make best efforts to ensure that !ou en-o! secure and reiabe banking and pa!ment
s!stems and which !ou can trust"
b" *e wi insta CCTG, wherever feasibe, for cose surveiance as part of securit!
arrangements"





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11"1 :eeping us up to date 11"1 :eeping us up to date 11"1 :eeping us up to date 11"1 :eeping us up to date

a" )ease make sure !ou register !our current address, phone number, mobie phone number
and ( or e$mai Id with us to enabe us to send !ou necessar! aerts"
b" )ease make sure !ou et us know, prompt!, when !ou change !our name, address, phone
numbers and e$mai Id so that we are abe to contact !ou when re7uired"

11"< Checking !our account 11"< Checking !our account 11"< Checking !our account 11"< Checking !our account

a" *e recommend that !ou check !our statement or passbook reguar!" If there is an entr!,
which seems to be wrong, !ou shoud te us as soon as possibe so that we can investigate
the same" Reguar checks on direct debits and standing orders wi hep !ou ensure the
mone! is going where !ou want it to"
b" If we need to investigate a transaction on !our account, !ou shoud co$operate with us and
with the poice( other investigative agencies if we need to invove them"

11"> Taking care 11"> Taking care 11"> Taking care 11"> Taking care

Due care b! !ou of !our che7ues, passbook and other securit! information is essentia to hep
revent fraud and protect !our accounts" )ease make sure that !ou foow the advice given
beow.
a" Do not Do not Do not Do not
i" keep !our che7ue book and cards together"
ii" keep the bank che7ue eaves signed"
iii" give !our account detais, password or other securit! information to an!one"
b" *e wi advise !ou what !ou can do to protect !our card( che7ue book from misuse"
>?
c" In the event !our che7ue book, passbook or 2T9(Debit card has been ost or stoen, or that
someone ese knows !our )IN or other securit! information, we wi, on !our notif!ing us,
take immediate steps to tr! to prevent these from being misused" ;ou shoud aso change
!our )IN ( )assword if someone ese knows them"
d" It is essentia that !ou te us as soon as !ou can if !ou suspect or discover that !our che7ue
book, passbook, card has been ost or stoen or someone ese knows !our )IN, password
or other securit! information"
e" ;ou coud te us about the oss of the above b! phone at our 1> hour to free number
given to !ou and send us a written confirmation to that effect immediate!" 2ternative!,
!ou ma! advise us b! e$mai to the address we have given !ou for this purpose"
f" ;ou ma! be iabe for misuses unti the time that we have been notified"

11"? Canceing pa!ments 11"? Canceing pa!ments 11"? Canceing pa!ments 11"? Canceing pa!ments

a" To stop pa!ment of a che7ue or cance standing instruction given, or cance a direct debit
instruction, !ou must te us in writing"
b" *e wi accept an! instruction on withdrawa of mandate b! !ou without necessitating !ou
to obtain the prior concurrence(approva for withdrawa from the beneficiar! ( user
institution"
c" It ma! not be possibe to cance pa!ments if !ou do not give notice of !our decision to
cance"
d" Canceation of credit card pa!ments wi be sub-ect to other terms and conditions as ma!
be stipuated"



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11"@ 8iabiit! for osses 11"@ 8iabiit! for osses 11"@ 8iabiit! for osses 11"@ 8iabiit! for osses

If !ou act frauduent!, !ou wi be responsibe for a osses on !our account" If !ou act without
reasonabe care, which resuts in osses, !ou ma! be responsibe for them"
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2nne# 2nne# 2nne# 2nne# P PP P 5ossar! 5ossar! 5ossar! 5ossar!

These definitions e#pain the meaning of words and terms used in the Code" The! are not
precise ega or technica definitions"

2T9 2T9 2T9 2T9
2n 2utomated Teer 9achine K2T9L is a machine in which a customer can use his card aong
with )IN to get cash, information and other services"

%anking Ombudsman %anking Ombudsman %anking Ombudsman %anking Ombudsman
2n independent dispute resoution authorit! set up b! the Reserve %ank to dea with disputes
that individuas and sma businesses have with their banks"

Card Card Card Card
2 genera term for an! pastic card, which a customer ma! use to pa! for goods and services
or to withdraw cash" In this Code, it incudes debit, credit, smart and 2T9 cards"

Credit Card Credit Card Credit Card Credit Card
2 Credit Card is a pastic card with a credit faciit!, which aows !ou to pa! for goods and
services or to withdraw cash"

Che7ue Coection )oic! Che7ue Coection )oic! Che7ue Coection )oic! Che7ue Coection )oic!
Che7ue Coection )oic! refers to the poic! foowed b! a bank in respect of the various oca
and outstation che7ues and instruments deposited with the bank for credit to an account" The
poic! inter aia deas with
R che7ue purchase re7uests
R timeframe for credit of che7ues
R pa!ment of interest in case of dea! in coection of che7ues
R instant credit of oca and outstation che7ues
R che7ues ( instruments ost in transit and charges for such coection"

Customer Customer Customer Customer
2 person who has an account Kincuding a -oint account with another person or an account
hed as an e#ecutor or trustee or as a :arta of an 3U4, but not incuding the accounts of soe
traders( proprietorships, partnerships, companies, cubs and societiesL or who avais of other
products( services from a bank"

Current 2ccoun Current 2ccoun Current 2ccoun Current 2ccount
2 form of demand deposit wherefrom withdrawas are aowed an! number of times
depending upon the baance in the account or up to a particuar agreed amount"

Deceased 2ccount Deceased 2ccount Deceased 2ccount Deceased 2ccount
2 Deceased account is a deposit account in which case either the singe account hoder has
deceased or in case of -oint accounts one or more of -oint account hoders has(have deceased"

Demat 2ccount Demat 2ccount Demat 2ccount Demat 2ccount
2 Demat account refers to demateriaised account and is an account in which the stocks of
investors are hed in eectronic form"





<>

Deposit 2ccounts Deposit 2ccounts Deposit 2ccounts Deposit 2ccounts
R B0avings depositC means a form of demand deposit which is sub-ect to restrictions as to the
number of withdrawas as aso the amounts of withdrawas permitted b! the bank during an!
specified period"
R BTerm depositC means a deposit received b! the bank for a fi#ed period withdrawabe on!
after the e#pir! of the fi#ed period and incudes deposits such as Recurring ( Doube %enefit
Deposits(0hort Deposits(4i#ed Deposits(9onth! Income Certificate(Suarter! Income
Certificate etc"
R BNotice DepositC means term deposit for specific period but withdrawabe on giving at east
one compete banking da!,s notice"

67uit! 67uit! 67uit! 67uit!
67uit! means a part of capita of a corporate entit! which is represented b! the shares of the
compan! whether in ph!sica or in demateriaiEed form"

6ectronic Cearing 0ervice 6ectronic Cearing 0ervice 6ectronic Cearing 0ervice 6ectronic Cearing 0ervice
It is a mode of eectronic funds transfer from one bank account to another bank account using
the services of a Cearing 3ouse"

4i#ed rate of interest 4i#ed rate of interest 4i#ed rate of interest 4i#ed rate of interest
4i#ed Rate of Interest on a oan means that interest rate is fi#ed for the entire period of the
oan or it ma! be revised after the first few !ears depending upon the terms and conditions of
oan"

4oating rate of interest 4oating rate of interest 4oating rate of interest 4oating rate of interest
4oating Rate of Interest on a oan means that interest rate is not fi#ed but is inked to
Reference Rate and woud var! with changes in the atter"

5uarantee 5uarantee 5uarantee 5uarantee
2 promise given b! a person

5overnment %ond 5overnment %ond 5overnment %ond 5overnment %ond
5overnment bond means a securit! created and issued b! the 5overnment for the purpose of
raising a pubic oan"

Inoperative ( Dormant 2ccount Inoperative ( Dormant 2ccount Inoperative ( Dormant 2ccount Inoperative ( Dormant 2ccount
2n inoperative ( dormant account is a savings bank or current account in which there are no
transactions for over a period of two !ears"

9ai 9ai 9ai 9ai
2 etter in a ph!sica or eectronic form"

N64T N64T N64T N64T
Nationa 6ectronic 4unds Transfer &N64T' s!stem is a nationwide funds transfer s!stem to
faciitate transfer of funds from one bank branch to an! other bank branch in the countr!"

Nomination faciit! Nomination faciit! Nomination faciit! Nomination faciit!
The nomination faciit! enabes the bank to . make pa!ment to the nominee of a deceased
depositor, of the amount standing to the credit of the depositor/ return to the nominee the



<?
artices eft b! a deceased person in the bank,s safe custod!/ reease to the nominee of the
hirer, the contents of a safe deposit ocker, in the event of the death of the hirer"

Out Out Out Out$ $$ $of of of of$ $$ $date KstaeL che7ue date KstaeL che7ue date KstaeL che7ue date KstaeL che7ue
2 che7ue, presented for coection, three months after the date of issue of the che7ue"

)2N )2N )2N )2N
The )ermanent 2ccount Number is an a India uni7ue number having ten aphanumeric
characters aotted b! the Income Ta# Department, 5overnment of India" It is issued in the
form of a aminated card" It is permanent and wi not change with change of address of the
assessee or change of 2ssessing Officer"

)assword )assword )assword )assword
2 word or numbers or a combination on an access Code, which the customer has chosen, to
aow him to use a phone or Internet banking service" It is aso used for identification"

)IN K)ersona Identification NumberL )IN K)ersona Identification NumberL )IN K)ersona Identification NumberL )IN K)ersona Identification NumberL
2 confidentia number, use of which aong with a card aows customers to pa! for artices(
services, withdraw cash and use other eectronic services offered b! the bank"

RT50 RT50 RT50 RT50
The acron!m +RT50, stands for Rea Time 5ross 0ettement" RT50 s!stem offers the fastest
means of transfer of funds through banking channe" 0ettement of transactions under RT50
takes pace on one$to$one basis, which is termed as +5ross, settement and in +rea time, i"e"
without an! waiting period"

Reference rate Reference rate Reference rate Reference rate
It is the benchmark rate of interest of a bank to which interest on oans sanctioned under
foating rate of interest is inked" The Reference rate of interest is determined(modified b!
individua banks in accordance with their poicies"

0enior CitiEen 0enior CitiEen 0enior CitiEen 0enior CitiEen
0enior CitiEen is a person of over si#t! !ears of age"

0mart Card 0mart Card 0mart Card 0mart Card
2 smart card is a pastic card about the siEe of a credit card, with an embedded microchip
which can process data" It provides a secure wa! of identification, authentication and storage
of data" It can be used for teephone caing, eectronic cash pa!ments, and other appications"

Tariff 0chedue Tariff 0chedue Tariff 0chedue Tariff 0chedue
2 schedue detaiing charges evied b! a bank on the products and services offered b! it to its
customers"

Unpaid Che7ue Unpaid Che7ue Unpaid Che7ue Unpaid Che7ue
This is a che7ue, which is returned +unpaid, KbouncedL b! the bank"








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The Code has been evoved b! the %anking Codes and 0tandards %oard of India &%C0%I' in
coaboration with the Reserve %ank of India, Indian %anks, 2ssociation and member banks"
The centra ob-ective of the Code is promoting good and fair banking practices, setting
minimum standards, increasing transparenc!, achieving higher operating standards and above
a, promoting cordia banker$customer reationship which woud foster confidence of the
common man in the banking s!stem"

%C0%I was set up in 4ebruar! 1FF@ as an autonomous institution Bto monitor and ensure that
the %anking Codes and 0tandards adopted b! the banks are adhered to in true spirit whie
deivering their servicesC"

%C0%I has evoved two sets of Codes P Code of %ank,s Commitment to Customers and the
Code of %ank,s Commitment to 9icro and 0ma 6nterprises" These Codes have been adopted
b! member banks of %C0%I which incude schedued commercia banks, urban cooperative
banks and regiona rura banks"

%C0%I b! its design and mandate is not a grievance redressa forum" 3owever, %C0%I ooks at
compaints with a view to identif!ing s!stemic deficiencies, if an!, in terms of gaps in poicies,
procedures and practices at the banks and initiates action for their rectification"

4or further information about %C0%I pease og on to the website www"bcsbi"org"in

























%anking Codes and 0tandards %oard of India
C$A, >th 4oor, Reserve %ank of India %uiding, %andra :ura Compe#, 9umbai $ >FF F?1"
Teephone. F11$1@?A<A1> ( 1@?A<<A1