CITIZENS CHARTER
 

COMMON PRACTICES FOLLOWED BY OUR BRANCHES We :
 

1. Render courteous service.
2. Attend to all customers present in the banking hall till the close of business hours.
3. Pay interest for delayed credit of outstation cheques, as advised by the Reserve . Bank of India (RBI) from time to time.
4. Accord immediate credit in respect of outstation and local cheques up to a specified limit subject to certain conditions, as advised by the RBI from time to time.
5. Offer nomination facility to all deposit accounts (i.e. account opened in individual capacity) and all safe deposit locker hirers (i.e. individual hirers).
6. Provide a separate `Enquiry’ or `May, I Help You’ in the shape of ‘GrahakMitra’/ ATM Dost counter at major branches.
7. Provide details of various deposit schemes/ services of the bank
8. Display interest rates for various deposit schemes from time to time.
9. Notify changes in interest rates on advances
10. Display business hours.
11. Display time-norms for various banking transactions
12. Provide Drop Boxes for depositing Cheques for collection
13. Issue demand drafts, pay orders etc.
14 . Provide complaints/ suggestions box in the branch premises.
15. Display address of Regional/ Zonal and Central Offices as well as of Nodal Officer dealing with customer grievances/ complaints.

FAIR BANKING PRACTICES

Customers are requested to:

1. Ensure safe custody of cheque book and passbook.
2. Preferably use reverse carbon while writing a cheque.
3. Issue cross/ account payees cheques as far as possible.
4. Check the details of the cheque, namely, date, amount in words and figures, crossing etc., before issuing it.  As far as possible, issue cheques after rounding off the amount to the nearest rupee.
5. Do not issue cheque without adequate balance. Maintain minimum balance in the account as specified by the bank.
6. Send cheques and other financial instruments by Registered Posts or courier only.
7. Bring passbook while withdrawing cash from savings bank account through withdrawal slip.  Get passbook updated from time to time. Use ATM/ECS/EFT if offered by the branch frequently
7 (a) Make maximum use of ATM, ECS, EFT where ever provided by the bank..
8. Use nomination facility.
9. Note down account numbers, details of FDR, locker numbers, etc., separately.
10. Inform change of address, telephone numbers, etc., to the branch.
11. Inform loss of demand draft, fixed deposit receipt, cheque leaf(ves)/ book, locker key etc., immediately to the branch.
12. Avail `standing instructions’ facility to repeat transactions.
13. Provide feedback on bank services. Bring deficiency if any in services to the notice of the branch.
14. Pay interest, instalments, locker rent and other dues on time.
15. Do not sign blank cheque/s. So also do not record your specimen signature either on passbook or on cheque book.
16. Do not introduce any person who is not personally known to you for the purpose of opening an account..

COMMON AREAS OF CUSTOMER-BANKER RELATIONSHIP Applicable to all Accounts

Bank has tailored various deposit schemes to suit the needs and expectations of investing people in every walk of life.Branch staff shall welcome you to seek more details and shall also be glad to assist in the area of investment in various deposit schemes vis-a vis your requirements.

1. As required by law, while opening an account we will satisfy ourselves about the identity, including verification of address of a person/s seeking to open an account, to assist in protecting the prospective customer/s members of the public and ourselves against fraud and other misuses of the banking system.

2. The bank requires a satisfactory introduction of the person/s opening the account by a person acceptable to the bank.

3. The bank is required to obtain two recent photographs of the person/s opening the account, as per RBI directives.

4. The bank is required to obtain Permanent Account Number (PAN) or General Index Register (GIR) Number or alternatively obtain declaration in Form No. 60 or 61 as per the Income Tax Act (vide Section 139 A) from the person/s opening the account.

5. The bank will provide to the prospective customers details of the documents required for identification of the person/s opening the account in addition to a satisfactory introduction. Documents normally accepted are the current gas/ telephone/electricity bill or voter’s identity card or driving licence or passport, etc.

 6. Interest on Deposits The bank pays interest on deposits as per various deposit schemes.  Interest rates are revised from time to time and made known to the public.  Revised interest rates are applicable only to the renewals and fresh deposits while existing deposits continue to get interest at the contracted rate.

7.    Nomination

i)  Nomination facility is available for all deposit accounts, articles in safe custody and safe deposit vaults.

ii) Nomination is available for accounts opened in individual capacity (i.e. single/ joint accounts as well as accounts of a sole proprietary concern) only, and not for account opened in representative capacity

iii) Nomination can be done in favour of one person only.  However, nomination in favour of more than one person (i.e. up to 2 persons) is permissible in jointly operated locker accounts with common consent.  Nomination can be made, cancelled or varied by the account holder any time during his/ her life time.  While making nomination, cancellation of variation, witness is required and the request should be signed by all the account holders.

iv)  Nomination can be made in favour of a minor also.

v)  For the existing accounts where nomination is not made, the account holder/s can do so by filling up the respective form available with the branches

vi) Customers (new as well as existing) are advised to avail nomination facility, if they have not availed so far.

A. Savings Bank Account
1.SB accounts are designed to help the individuals (personal customers) to inculcate habit of saving money and to meet their future requirements of money.  The amounts can be deposited/ withdrawn from these accounts by way of cheque/ withdrawal slips. It helps the customers to keep only the minimum cash required at home, besides earning interest on the balance in the bank, it will be more safe.

2.Savings Bank accounts are very popular.  These accounts can be opened by eligible person/s and certain organization/ agencies (as approved by the Reserve Bank of India).

3.The account holder is required to maintain certain minimum balance in the account, as specified by the bank from time to time, separately for computerised and non-computerised branches, and also depending on whether the account holder wants to avail the cheque book facility or not.  Non-compliance of this would attract service charges.  Interest at 3.50% p.a. is what SBP Bank presently pays on half-yearly basis depending on the minimum balance between the 10th day and last of day of the months, provided it works out to a minimum Re.1.

4. Cheques, dividend warrants drawn in the name of account holder/s will only be collected through this account.  Financial instruments endorsed in favour of the account holder/s will not be collected through savings bank account.

B.Current Account

1.Current Accounts can be opened by individuals, partnership firms, private and public limited companies, HUFs/ specified associates, societies, trusts, etc.

2.Minimum balance as stipulated from time to time will be required to be maintained.

3.No interest is paid on credit balance kept in the current.

4. Service charges are levied for : * Ledger folio used * Cheque books issued* Non-maintenance of
  *  Return of cheques etc minimum balance

5.For opening special types of current account like for Executors, Administrators,  Trustees, Liquidators, etc. the Branch Managers may be contacted who will help in opening these types of accounts.

C. Term Deposit Account

1. Term Deposit accounts can be opened by individuals, partnership firms, private and public limited companies, HUFs/ specified associates, etc.

2. Premature withdrawals are allowed, unless specified otherwise, at the rate of interest applicable for the period for which the deposit has run or the contracted rate whichever is lower, subject to penalty, if any, prescribed by the bank.  No interest will be paid on premature withdrawals of deposit which has remained with the bank for less than 15 days.

3. Generally loans/ overdrafts against deposits are allowed except on Certificates of Deposit (CD).  Such loans are sanctioned by charging interest at rates directed by RBI from time to time or as prescribed by the bank.

4. Deposits are renewed by the bank on due dates automatically through system or otherwise on request. 

5. Interest on deposit is payable either monthly at discounted value or quarterly or compounded quarterly (i.e. reinvestment of interest) or on the date of maturity at the option of the depositor as applicable under particular deposit scheme.

6. Interest on overdue deposit is paid if the deposit is renewed, as decided by the bank from time to time.

7. Tax Deduction at Source (TDS) will be made at the rates stipulated by the Income Tax authorities.  The Bank will issue TDS certificate for the tax deducted.

8. The depositor may furnish declaration on Form No.15 H preferably at the commencement of the Financial Year for receiving interest on deposits without deduction of tax at source to the extent of laws stipulated in Income Tax. Act.

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