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CITIZENS CHARTER
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PAYMENT OF BALANCE IN ACCOUNTS OF THE
DECEASED CUSTOMERS TO SURVIVORS/ CLAIMANTS
As directed by the RBI, the bank may not
insist on succession certificate from legal
heirs irrespective of the amount involved.
However, the bank may adopt such procedure
for payment considering settling of claims
as appropriate on the basis of affidavit,
indemnity bond and or other documents. |
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Standing Instructions
Standing instructions can be given to the
branch for transfer/ remittance of funds
from one account to other account/s
maintained in the same branch, any other
branch or any other bank or any other third
party on usual charges as applicable.. |
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Safe Deposit Lockers
The facility of safe deposit lockers is an ancillary service offered by the
Bank. The Bank’s branches offering this facility will indicate/ display this
information.
The major aspects governing the services are:
1. A locker may be hired by an individual (not minor), firms, limited companies,
specified associations, societies etc.
2. Loss of key should be immediately informed to the branch.
3. Lockers are available in different sizes.
4. Lockers are rented out for a minimum period of one year. Rent is payable in
advance. In case of overdue rent, the bank will charge penalty as decided from
time to time.
5. The rent may be paid from the deposit account of the hirer as per standing
instructions.
6. The bank will hire locker to properly introduced persons.
7. The bank reserves the right to break open the locker if the rent is not paid
inspite of giving notices as per the bank rules and recover charges thereof. |
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ARTICLES IN SAFE CUSTODY
Articles like shares, securities, deposit receipts etc. can be kept in safe
custody with the bank on prescribed charges wherever such facility is offered.
Large/ small boxes must be locked by the customer(s) and particulars must be
written/ painted thereon. The lock should be covered by stout cloth and sealed
with the customer’s seal. Relationship of banker and customer shall be that of
Bailer and Bailee. |
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PENSION PAYMENTS
Pensioners of Central and State Government can open a separate pension account
at any of our branches.
1. Pensioners are requested to produce the life certificate once in a year (i.e.
in the month of November) to enable the branches to pay pension without
interruption/ delay.
2. The pension will be credited by the branch to the pensioner’s savings or
current account during the last four working days of the month. The pension for
the month of March will be credited on or after 1st working day of April. The
pension will not be paid in cash or through a joint account. Every pensioner is
required to submit life/ marriage/ remarriage/ unemployment certificate
periodically. |
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REMITTANCE OF FUNDS
Customers may remit funds from one centre to
another centre by Demand Draft or
Telegraphic Transfer (TT), or electronic
mode by paying specified charges as per
Bank’s rules.
Demand drafts, telegraphic transfers and EFT
for Rs.50,000/- and above will be issued by
the bank only by debit to customer’s account
or against cheques or other instruments
tendered by the purchaser but not against
cash payment. Similarly, payments of
Rs.50,000/- and above will be made only
through banking channels and not in cash. |
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Issue of Duplicate Demand Draft without
Receipt of Non-payment Advice
Bank will issue duplicate demand draft as
per rules on completion of prescribed
formalities.. |
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Time-frame for Issue of Duplicate Draft
As directed by the RBI, the bank will issue
duplicate demand draft to the customer
within a fortnight from the receipt of
request. For delay in issuing duplicate
draft beyond the above stipulated period,
the bank will pay interest at the rate
applicable for fixed deposit of
corresponding maturity in order to
compensate the customer for such delay. |
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Banker’s Cheque
Banker’s Cheque is issued for making payment
locally by our Bank. Issue/ payment of
Banker cheque for Rs.50,000 and above is to
be made only through the bank
account.Validity period of Banker cheque is
6 months. This can be revalidated by the
issuing branch on written request of the
purchaser. |
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COLLECTION SERVICE
Immediate credit of local as well as
outstation cheques as per RBI guidelines as
applicable from time to time is provided to
the individuals (personal customers) who are
maintaining satisfactory accounts. However,
the customers will bear usual service
charges as well as the postal charges. In
the event of cheques being returned unpaid,
the customers shall pay interest for the
period for which funds were utilised.
All cheques (local and outstation) deposited
by the customers are collected by the bank
expeditiously: |
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Service Charges
The bank provides various services to
customers for which service charges are
levied. The charges are reviewed/ revised
from time to time. Service charges are
levied for collection and remittance of
funds, processing of loan proposals, issue
of guarantees, safe custody, issue of
duplicate instruments/ statements, ledger
folio charges etc. Details of service
charges will be made available on request. |
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Time-norms for Various Banking Transactions
The following time-norms are indicative only |
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1.
For Cash payment
(a) Single window operator (SWO) 3 to 8
minutes
(b) Through cashier 8 to 15 minutes
2. Receipt of cash 10 to 20 minutes
3. For issuance of demand draft/ fixed
deposit receipt 15 to 25 minutes
4. Payment of demand drafts 10 to 20 minutes
5. Payment of fixed deposit receipts 15 to
20 minutes
6. Opening of an account 20 to 25 minutes
7. Retirement of bills 20 to 30 minutes
8. Updation of passbooks 5 to 15 minutes
9. Statement of accounts Within 7 days |
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CURRENCY TRANSACTIONS & GOVERNMENT
BUSINESS
Bank provides the following services in the
matter of exchange of notes and coins and
the Government business conducted by the
Bank as an agent of Reserve Bank of India |
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1. Services available at the branches
maintaining currency chest, Small coin depot
and conducting Government business:
Selected branches of our bank are conducting
the above business. These branches besides
conducting Government business will also
offer the facility to members of the public
to exhange the notes including soiled and
mutilated notes and coins including
uncurrent or born out coins. The bank is
committed to provide exchange facility free
of cost at its counters during business
hours. |
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3. Exchange of soiled and mutilated notes
and coins at the Bank’s public counters:
Members of the general public can avail
themselves of the following facilities at
the counters of the Bank’s Offices.
Procedure to avail the services and
information on costs of services and the
Grievance redress Mechanism is given below.
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Sr. No. |
Services offered
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Procedure to avail the service |
Cost of the service |
Time limit |
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I. |
a) Exchange of notes and coins,
and
b) Exchange of defective notes
at the counter (for a few pieces
only) |
The serial numbers of counters
where exchange facility is made
available at each office are
displayed at the banking hall of
each office of the bank.
Approach the designated counters
or enquiry counter for
information regarding designated
counters. In case of any
difficulty contact the Nodal
Officer whose name is displayed
in the Banking Hall.
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Free of cost |
Spot Payment during the banking
hours. The duration of banking
hours is displayed in the
banking hall or can be known
from the enquiry counter. |
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II. |
Exchange of defective notes
tendered through TLR Covers (for
larger number of pieces
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Ask for TLR cover at the
designated counter or approach
enquiry counter for more
information.
Fill in the required information
on the TLR cover.
Mention the details of
bank/branch/account number,
where credit of the exchange
value is desired, on the TLR
Cover.
Exchange value will normally be
paid through following ways:
ECS Credit: bank account of the
claimant will be credited
through ECS, provided ECS
mandate has been submitted to
RBI.
Payment Order: If the claimant
is a local resident and no ECS
mandate is available.
Demand Draft: if claimant is an
outstation resident.
Money Order : If claimant is an
outstation resident and does not
have any bank account.
5. Mutilated/cut notes in closed
covers are received in Triple
Lock Receptacle upto one hour
after the close of normal
business hours.
In case of any problem please
contact the enquiry counter or
the Nodal Officer whose name is
displayed in the Banking Hall
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ECS
Free of cost.
Money Order (MO)
No charges for amount upto
Rs.1000/-
Actual commission
Charged by the Post Office for
amounts exceeding Rs.1000/-
Demand Draft (DD)
Actual Amount of Exchange, as
applicable, on the amount
remitted.
Payment Order (PO)
Free of cost |
ECS
The executive value will be
credit to the account of the
claimant within 4 working days
from the date of receipt of
defective notes.
MO/DD/PO
MO/DD/PO
Will be dispatched to the
claimant within 4 working days
from the date of receipt of
defective notes. |
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III. |
Exchange of defective notes
tendered through insured parcel
(for very large number of
pieces). |
Send defective notes through
insured & Registered Parcel to
The General/Deputy Manager of
the concerned Issue Office whose
address can be obtained from the
enquiry counter or the website
of Reserve Bank of India.
Mention the details of notes
sent, name, address and bank
account details of the tenderer
on an accompanying letter.
Exchange value will be paid by
credit to bank account through
ECS.
Exchange value can also be paid
by Payment Order/Demand
Draft/Money Order.
In case of any difficulty you
can contact the concerned Issue
Office over telephone or by
email, the detail of which is
available in Reserve Bank of
India website. |
Same as mentioned at
Sr. No. II |
ECS
The exchange value will be
credit to the account of the
claimant within 15 working days
from the date of receipt of
defective notes.
MO/DD/PO
MO/DD/PO
will be dispatched to the
claimant within 15 working days
from the date of receipt of
defective notes. |
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IV. |
Exchange of defective notes
under Special Procedure (for
notes which have turned
extremely brittle, badly burnt,
charred, inseparably stuck up
together and therefore, cannot
withstand further handling or
which may lose their original
identity with the passage of
time). |
Contact enquiry counter or AGM/Manager
(Claim Section).
Submit application in the
prescribed form.
Defective notes are not to be
submitted with the application.
Wait for intimation from Claims
Section about the date on which
adjudication of notes will be
done.
On the stipulated date, bring
the defective notes to Claim
Section.
Claimants can witness the
activity of adjudication of
their defective notes, if they
so desire.
Do not paste/reconstruct the
defective notes. Bring the
defective notes in their
original form. |
Same as mentioned at
Sr. No. II |
Same as mentioned at
Sr. No. II |
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V. |
Exchange of notes to coins
through Coin Vending Machine |
Follow the procedure displayed
on the Coin Vending Machine. In
case of any problem please
contact the enquiry counter or
the Nodal Officer. |
Free |
Spit Payment by the machine
during the banking hours
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4. General conditions of service:
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The exchange facility over the Bank’s
counters is available during the
business hours and it is free of cost.
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The counter where exchange facility is
made available at each office are
displayed at the banking hall of the
Bank.
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The mutilated/ cut notes are exchanged
by the Bank as of grace under Reserve
Bank of India (Note Refund) Rules, when
the mutilated/ cut note is not found
payable under the rules, the same is
rejected and rejection advice will be
issued to the tenderer.
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Notes/ coins which are found to have
been forged counterfeited are impounded
and no value thereof is paid. Such
notes/ coins are retained by the bank
after issue of advice to the tenderer.
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The security features of the bank notes
issued by RBI are furnished as
information to the members of the public
in the RBI website
http://www.rbi.org.in / currency/
banknotes.html
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In case any member of the public faces
any difficulty in getting the above
exchange facilities at any designated
branches of the bank or is asked for any
bride, he may record a complaint in the
complaint box/ register maintained at
the enquiry counter of the branches or
bringing it to the notice of the
Controllers of the respective branches.
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6. RBI
Savings Bond / Relief Bond:
Selected Branches of our Bank are authorized
to deal in RBI Savings Bonds/ Relief Bonds.
These branches will render services relating
to acceptance of applications, issue of
bonds, payment of interest and other related
matters. Latest application forms (Revised)
are available with these branches |
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8. Government
Transactions
a) Collection of Government Due: The bank
handles collection of various taxes on
behalf of the Govt. of India through
selected branches. |
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B. Time norms for Govt. Transactions :
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Type of Service |
Normal Time Required |
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Delivery of receipted challans
tendered with cash. |
20 minutes (depending upon
volume and cash tendered) |
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Delivery of receipted challans
tendered with cheques. |
i) Transfers: Same day
ii) Clearing: 4 days subject to
clearing discipline. |
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Delivery of receipted challans
tendered with cheques of
clearing members |
1 day after date of realization
of cheques. |
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Delivery of receipted challans
tendered with outstation
cheques. |
i) One week (for the four
Metros)
ii) 15 days for other places) |
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Submission of scrolls to
Government departments. |
Day-to-day basis |
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Submission of monthly statements
to Government departments |
First day of the following month |
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Cash withdrawal by the
Government cheques |
20 minutes (depending upon
volume of withdrawal) |
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