________RESERVE BANK OF INDIA_________

www.rbi.org.in
RBI/2015-16/59
DBR No.Leg.BC.21/09.07.006/2015-16

July 1, 2015
Ashadha 10, 1937

All Scheduled Commercial Banks

(Excluding RRBs)

Dear Sir,
Master Circular on Customer Service in Banks
Please refer to the Master Circular DBOD No.Leg.BC.21/09.07.006/2014-15
dated July 01, 2014 consolidating the important instructions issued by us in
the area of customer service up to June 30, 2014. This Master Circular
consolidates instructions on the above matters issued up to June 30, 2015.

2. Banks are also advised to ensure that copies of the circular are available in
all their branches so that the customers can peruse the same.
Yours faithfully,

(Sudarshan Sen)
Chief General Manager-in-Charge

Master Circular on Customer Service in Banks

Table of Contents
Para
No.
1.

2.

Particulars
Introduction
1.1 General - Policy for general management of the branches

Customer Service: Institutional Framework

2.1 Customer Service Committee of the Board

2.1.1 Role of the Customer Service Committee

3.

4.

Page
No.
1

2.1.2 Monitoring the implementation of awards under the

Banking Ombudsman Scheme
2.1.3 Board Meeting to Review and Deliberate on Customer
Service
2.2 Standing Committee on Customer Service

2.3 Branch Level Customer Service Committees

2.4 Nodal department/ official for customer service

Board approved policies on Customer Service

3.1 Comprehensive Deposit Policy

3.2 Cheque Collection Policy

3.3 Customer Compensation Policy

3.4 Customer Grievance Redressal Policy

3.5 Giving publicity to the policies

Financial Inclusion

4.1 Basic Savings Bank Deposit Account (BSBDA)

4.1.1 BSBDA Frequently Asked Questions (FAQs)

10

4.2 IT-enabled Financial Inclusion

10

4.3 Printed material in Trilingual form

11

4.4 Rights of Transgender Persons - Changes in banks forms/

applications etc.
-IDBR-Master Circular on Customer Service in Banks 2015

5
5

5.

Opening / Operation of Deposit Accounts

5.1. Customer Identification Procedure for individual accounts

11
11

5.1.1 Intra-bank Deposit Account Portability

11

5.2. Savings Bank Rules

11

5.3 Photographs of Depositors

12

5.4 Minimum balance in savings bank accounts

13

5.4.1 Levy of Penal Charges on Non-Maintenance of Minimum

Balance in savings bank accounts
5.5 Purchase of Local Cheques, Drafts, etc. during
suspension of Clearing

13

5.6 Statement of accounts / Pass Books

14

5.6.1 Issuance of Passbooks to Savings Bank Account

holders (Individuals)

14

5.6.2 Updating passbooks

15

5.6.3 Entries in passbooks / statement of accounts

15

5.6.4 Maintenance of savings bank pass books:

precautions

15

5.6.5 Providing monthly statement of accounts

16

5.6.6 Address / Telephone Number of the Branch in Pass

Books / Statement of Accounts

16

5.6.7 Printing of MICR code and IFSC code on

passbook / statement of account

16

5.7 Issue of Cheque Books

17

5.7.1 Issuing large number of cheque books

17

5.7.2 Writing the cheques in any language

17

5.7.3 Dispatching the cheque book by courier

17

5.7.4 Acceptance of cheques bearing a date as per

National Calendar (Saka Samvat) for payment

17

5.7.5 Issue of Multicity / Payable at All Branches Cheques by

CBS enabled Banks
5.8 Term Deposit Account

18

- II DBR-Master Circular on Customer Service in Banks 2015

18

5.8.1 Issue of term deposit receipt

18

5.8.2 Transferability of deposit receipts

18

5.8.3 Disposal of deposits

18

5. 8.4 Notifying the change in interest rates

18

5.8.5 Payment of interest on fixed deposit

Method of calculation of interest

19

5.8.6 Premature withdrawal of term deposit

19

5.8.6.1 Repayment of Term/Fixed Deposits in banks

5.8.7 Renewal of Overdue deposits

22

5.8.8 Addition or deletion of the name/s of joint account

holders

22

5.8.9 Payment of interest on accounts frozen by banks

22

5.8.10 Acknowledgement by banks at the time of submission

of Form 15-G / 15-H

23

5.8.11 Timely Issue of TDS Certificate to Customers

24

5.9 Acceptance of cash over the counter

24

5.10 Opening accounts in the name of minors with Mothers

as guardians

24

5.10.1 Opening of Bank Accounts in the Names of Minors

6.

20

25

5.11 Opening of Current Accounts Need for discipline

26

5.12 Reconciliation of transactions at ATMs failure-Time limit

27

5.13 Lodging of ATM related complaints

28

5.14 Transactions at ATM-Procedural Amendment - Pin

Validation for Every Successive Transaction
5.15 Security Issues and Risk mitigation measures- Online
alerts to the cardholder for usage of credit/debit cards
5.16 Security Issues and Risk mitigation measures related to
Card Not Present (CNP) transactions

29

5.17 Securing Electronic Payment Transactions

30

Levy of Service Charges

6.1 Fixing service charges by banks

31
31

- III DBR-Master Circular on Customer Service in Banks 2015

29
30

6.2 Ensuring Reasonableness of Bank Charges

31

6.3 Home Loans-Levy of fore-closure charges/pre-payment

penalty

31

6.4 Levy of Foreclosure Charges / Pre-payment Penalty on

32

Floating Rate Term Loans

7.

8.

6.5 RTGS charges for customers

32

6.6 Uniformity in Intersol Charges

33

6.7 Charges for Sending SMS Alerts

33

Service at the counters

34

7.1 Banking hours / working days of bank branches

34

7.2 Changes in banking hours

34

7.3 Commencement / Extension of working hours

35

7.4 Extended business hours for non-cash banking

transactions

35

Guidance to customers and Disclosure of Information

36

8.1 Assistance/guidance to customers

36

8.2. Display of time norms

36

8.3. Display of information by banks Comprehensive Notice

Board

37

8.3.1 Notice Boards

37

8.3.2 Booklets/Brochures

38

8.3.3 Website

39

8.3.4 Other modes of display

39

8.3.5 Other issues

39

8.4 Display of information relating to Interest Rates and

Service Charges Rates at a quick glance

40

8.5 Display of information by banks

40

8.6 Disclosure of Information by banks in the public domain

8.7 Display of Timelines for Credit Decisions
- IV DBR-Master Circular on Customer Service in Banks 2015

9.

10.

11.

12.

Operation of Accounts by Old & Incapacitated Persons

41

9.1 Facility to sick/old/incapacitated non-pension account

holders

41

9.2 Types of sick / old / incapacitated account holders

42

9.3 Operational Procedure

42

9.4 Opinion of IBA in case of a person who can not sign due to
loss of both hands

43

Providing bank facilities to persons with disabilities

43

10.1 Guidelines framed by IBA based on the judgment of

Chief Commissioner for Persons with Disabilities

43

10.2 Need for Bank branches / ATMs to be made accessible to

persons with disabilities
10.3 Providing banking facilities to Visually Impaired Persons

43

10.3.1 Talking ATMs with Braille keypads to facilitate use by

persons with visual impairment

45

Guidelines for the purpose of opening/ operating bank accounts

of Persons with Autism, Cerebral Palsy, Mental Retardation,
Mental Illness and Mental Disabilities
11.1 Display of information regarding Local Level Committees
set up under the National Trust for Welfare of Persons
with Autism, Cerebral Palsy, Mental Retardation and
Multiple Disabilities Act, 1999

45

Remittance

47

12.1. Remittance of Funds for Value ` 50,000/- and above

47

12.2. Demand Drafts

47

44

46

12.2.1 Issue of Demand Drafts

47

12.2.2 Encashment of drafts

48

12.2.3 Issue of Duplicate Demand Draft

48

12.3 Remittance through electronic mode

12.3.1 Providing Positive Confirmation to the Originator
12.3.2 Payment of penal interest for delayed credit
/refunds of NEFT transactions
12.3.3 National / Regional Electronic Clearing Service
-VDBR-Master Circular on Customer Service in Banks 2015

48
49
49
50

(NECS / RECS) Extension of service to remaining

branches
12.3.4
National Electronic Funds Transfer (NEFT)
Requirement of Indian Financial System Code (IFSC) in
transactions
12.3.5
National Electronic Funds Transfer (NEFT)
System - Rationalisation of customer charges
12.3.6
NEFT - Customer Service and Charges Adherence to Procedural Guidelines and Circulars

50

50
50

12.4 Mobile banking transaction limits

51

12.5 Domestic Money Transfer relaxations

51

13.

Cheque Drop Box Facility

52

14.

Collection of instruments

52

14.1 Formulating Cheque Collection Policies

52

14.1.1 Broad Principles

54

14.1.2 Delays in Cheque Clearing - Case No. 82 of 2006

before National Consumer Disputes Redressal
Commission

54

14.1.3 Collection of Account Payee Cheque - Prohibition on

Crediting Proceeds to Third Party Account
14.1.4 Payment of Cheques/Drafts/Pay Orders/Bankers

55
57

Cheques

15.

14.2 Cheques / Instruments lost in transit / in clearing

process / at paying bank's branch

57

14.3 Bills for collection

58

14.3.1 Payment of interest for Delays in collection of bills

58

14.3.2 Delay in Re-presentation of Technical Return Cheques

and Levy of Charges for such Returns
Dishonour of Cheques Procedure thereof

58

15.1 Returning dishonoured cheques

58

15.2 Procedure for return/ despatch of dishonoured cheques

15.3 Information on dishonoured cheque

59
60

15.4 Dealing with incidence of frequent dishonour of cheques

of value ` 1 crore and above

60

- VI DBR-Master Circular on Customer Service in Banks 2015

58

16.

15.5 Dealing with frequent dishonour of cheques of value of

less than ` 1 crore

61

15.6 General

61

15.7 Framing appropriate procedure for dealing with

dishonoured cheques
Dealing with Complaints and Improving Customer Relations

61

16.1 Complaints/suggestions box

62

16.2 Complaint Book /Register

62

16.3 Complaint Form

63

16.4

63

Analysis and Disclosure of complaints Disclosure of complaints / unimplemented awards of

Banking Ombudsmen along with Financial Results

62

16.5 Grievance Redressal Mechanism

64

16.5.1 Display of Names of Nodal Officers

66

16.6 Review of grievances redressal machinery in public sector

banks

67

16.7 Select Banks to appoint Chief Customer Service Officer

17.

18.

Erroneous Debits arising on fraudulent or other transactions

68

17.1 Vigilance by banks

68

17.2 Compensating the customer

68

Extension of Safe Deposit Locker / Safe Custody Article Facility

68

18.1 Allotment of Lockers

69

18.1.1 Linking of Allotment of Lockers to placement of

Fixed Deposits
18.1.2 Fixed Deposit as Security for Lockers

69

18.1.3 Wait List of Lockers

69

69

18.1.4 Providing a copy of the agreement

18.2 Security aspects relating to Safe Deposit Lockers

69
69

18.2.1 Operations of Safe Deposit Vaults/Lockers

69

18.2.2 Customer due diligence for allotment of lockers /

70

- VII DBR-Master Circular on Customer Service in Banks 2015

19.

Measures relating to lockers which have remained

Un-operated
18.3 Embossing identification code

71

Nomination Facility

71

19.1 Legal Provisions

71

19.1.1 Provisions in the Banking Regulation Act, 1949

71

19.1.2 The Banking Companies (Nomination) Rules, 1985

71

19.1.3 Nomination facilities in respect of safe

deposit locker / safe custody articles

72

19.1.4. Nomination Facility Sole Proprietary Concern

72

19.2 Nomination Facility in Single Deposit Accounts

72

19.3 Acknowledgement of Nomination

73

19.4 Registering the nomination

74

19.5. Incorporation of the legend Nomination Registered

in pass book, deposit receipt, etc. and indicating the
Name of the Nominee in Pass Books / Fixed Deposit
Receipts

74

19.6. Separate nomination for savings bank account and

pension Account

74

19.7 Nomination Facility Certain Clarifications

75

19.7.1 Nomination facility in respect of deposits

75

19.7.2 Nomination in Safe Deposit Lockers / Safe Custody

76

Articles

20.

19.8 Customer Guidance and Publicity Educating Customers

on the Benefits of nomination / survivorship clause

76

Settlement of claims in respect of deceased depositors

Simplification of procedure

77

20.1 Accounts with survivor/nominee clause

77

20.2 Accounts without the survivor / nominee clause

78

20.3 Premature Termination of term deposit accounts

79

20.4 Treatment of flows in the name of the deceased depositor

79

- VIII DBR-Master Circular on Customer Service in Banks 2015

20.5 Interest payable on the deposit account of deceased

depositor

79

20.6 Time limit for settlement of claims

80

20.7 Claim Forms to be made available

80

Access to the safe deposit lockers / return of Safe custody

articles to Survivor(s) / Nominee(s) / Legal heir(s)

80

21.1 Access to the safe deposit lockers / return of safe custody

articles (with survivor/nominee clause)

81

21.2 Access to the safe deposit lockers / return of safe

custody articles (without survivor/nominee clause)

82

21.3 Preparing Inventory

82

21.4 Simplified operational systems / procedures

83

21.5 Customer guidance and publicity

83

Settlement of claims in respect of missing persons

84

22.1 Settlement of claims in respect of missing persons

84

22.2 Settlement of Claims in respect of Missing Persons in

Uttarakhand Disaster

84

23.

Release of other assets of the deceased borrowers to their legal

heirs

85

24.

Unclaimed Deposits/Inoperative Accounts in banks

85

25.

Customer Confidentiality Obligations

89

25.1 Collecting Information from customers for cross-selling

purposes

90

26.

Transfer of account from one branch to another

91

27.

Switching banks by customers

91

28.

Co-ordination with officers of Central Board of Direct Taxes

91

29.

Declaration of Holiday under the Negotiable Instruments Act,

1881

91

30.

Miscellaneous

92

31.

30.1 Sunday banking

30.2 Accepting standing instructions of customers
30.3 Clean Overdrafts for small amounts
30.4 Rounding off of transactions
Various Working Groups / Committees on Customer Service in

92
92
92
92
93

21.

22.

- IX DBR-Master Circular on Customer Service in Banks 2015

Banks- Implementation of the Recommendations

32.
Annex I

Code of Banks Commitment to customers

93

Annexures
Recommendations of the Working Group to formulate a

94

Scheme for Ensuring Reasonableness of Bank Charges (Para

6.2)
Annex II

Format of Comprehensive Notice Board (Para 8.3.1)

98

Annex III

Rates at a quick glance Format (Para 8.4)

100

Annex IV

Format for Inventory of contents of Safety Locker / articles left in

103

safe custody (Para 21.3)

Annex V

Uniform Template for lodging of complaints relating to ATM

106

transactions (Para 5.13)

Annex VI

Illustrative but not Exhaustive List of Objections where

107

Customers are not at Fault (Para 14.3.2)

Annex VII

Basic Savings Bank Deposit Account (BSBDA) Frequently

108

Asked Questions (Para 4.1.1)

Annex VIII

Ministry of Home Affairs Circular - Procedure for Registration of

118

Death of Missing persons in Natural Calamities affected areas

in Uttarakhand. (Para 22.2)
Annex IX

Format of Key Fact Statement/ Fact Sheet (Para 8.5)

Annex X

Names of Public Sector, Private Sector and Foreign banks that

have been advised to appoint Chief Customer Service Officer
(Para 16.7)
Appendix

Appendix

List of Circulars

-XDBR-Master Circular on Customer Service in Banks 2015

125

1. Introduction
Customer service has great significance in the banking industry. The banking system in
India today has perhaps the largest outreach for delivery of financial services and is
also serving as an important conduit for delivery of financial services. While the
coverage has been expanding day by day, the quality and content of dispensation of
customer service has come under tremendous pressure mainly owing to the failure to
handle the soaring demands and expectations of the customers.
The vast network of branches spread over the entire country with millions of customers,
a complex variety of products and services offered, the varied institutional framework
all these add to the enormity and complexity of banking operations in India giving rise to
complaints for deficiencies in services. This is evidenced by a series of studies
conducted by various committees such as the Talwar Committee, Goiporia Committee,
Tarapore Committee, etc., to bring in improvement in performance and procedure
involved in the dispensation of hassle-free customer service.
Reserve Bank, as the regulator of the banking sector, has been actively engaged from
the very beginning in the review, examination and evaluation of customer service in
banks. It has constantly brought into sharp focus the inadequacy in banking services
available to the common person and the need to benchmark the current level of service,
review the progress periodically, enhance the timeliness and quality, rationalize the
processes taking into account technological developments, and suggest appropriate
incentives to facilitate change on an ongoing basis through instructions/guidelines.
Depositors' interest forms the focal point of the regulatory framework for banking in
India. There is a widespread feeling that the customer does not get satisfactory service
even after demanding it and there has been a total disenfranchisement of the depositor.
There is, therefore, a need to reverse this trend and start a process of empowering the
depositor.

Broadly, a customer can be defined as a user or a potential user of bank services. So

defined, a Customer may include:

-1DBR-Master Circular on Customer Service in Banks 2015

 a person or entity that maintains an account and/or has a business relationship

with the bank;
one on whose behalf the account is maintained (i.e. the beneficial owner);
beneficiaries of transactions conducted by professional intermediaries, such as
Stock Brokers, Chartered Accountants, Solicitors, etc., as permitted under the
law, and
any person or entity connected with a financial transaction which can pose
significant reputational or other risks to the bank, say, a wire transfer or issue
of a high value demand draft as a single transaction.
1.1 General
Policy for general management of the branches
Banks' systems should be oriented towards providing better customer service and they
should periodically study their systems and their impact on customer service. Banks
should have a Board approved policy for general management of the branches which
may include the following aspects:(a)

providing infrastructure facilities by branches by bestowing particular attention to

providing adequate space, proper furniture, drinking water facilities, with specific
emphasis on pensioners, senior citizens, disabled persons, etc.
(b)

providing entirely separate enquiry counters at their large / bigger branches in

addition to a regular reception counter.

(c)

displaying indicator boards at all the counters in English, Hindi as well as in the

concerned regional language. Business posters at semi-urban and rural branches of

banks should also be in the concerned regional languages.
(d)

posting roving officials to ensure employees' response to customers and for

helping out customers in putting in their transactions.

(e)

providing customers with booklets consisting of all details of service and facilities

available at the bank in Hindi, English and the concerned regional languages.
(f)

use of Hindi and regional languages in transacting business by banks with

customers, including communications to customers.

(g)

reviewing and improving upon the existing security system in branches so as to

instil confidence amongst the employees and the public.

-2DBR-Master Circular on Customer Service in Banks 2015

(h)

wearing on person an identification badge displaying photo and name thereon by

the employees.
(i)

Periodic change of desk and entrustment of elementary supervisory jobs.

(j)

Training of staff in line with customer service orientation. Training in Technical

areas of banking to the staff at delivery points. Adopting innovative ways of training /
delivery ranging from job cards to roving faculty to video conferencing.
(k)

visit by senior officials from Controlling Offices and Head Office to branches at

periodical intervals for

on the spot study of the quality of service rendered by the

branches.
(l)

rewarding the best branches from customer service point of view by annual

awards/running shield.
(m)

Customer service audit, Customer surveys.

(n)

holding Customer relation programmes and periodical meetings to interact with

different cross sections of customers for identifying action points to upgrade the
customer service with customers.
(o)

clearly establishing a New Product and Services Approval Process which should

require approval by the Board especially on issues which compromise the rights of the
Common Person.
(p)

appointing Quality Assurance Officers who will ensure that the intent of policy is

translated into the content and its eventual translation into proper procedures.
2.

Customer Service: Institutional Framework

Need for Board's involvement

Matters relating to customer service should be deliberated by the Board to ensure that
the instructions are implemented meaningfully. Commitment to hassle-free service to
the customer at large and the Common Person in particular under the oversight of the
Board should be the major responsibility of the Board.
2.1 Customer Service Committee of the Board
Banks are required to constitute a Customer Service Committee of the Board and
include experts and representatives of customers as invitees to enable the bank to
formulate policies and assess the compliance thereof internally with a view to
strengthening the corporate governance structure in the banking system and also to
-3DBR-Master Circular on Customer Service in Banks 2015

bring about ongoing improvements in the quality of customer service provided by the
banks.
2.1.1 Role of the Customer Service Committee
Customer Service Committee of the Board, illustratively, could address the following:

formulation of a Comprehensive Deposit Policy

issues such as the treatment of death of a depositor for operations of his account

product approval process with a view to suitability and appropriateness

annual survey of depositor satisfaction

tri-enniel audit of such services.

Besides, the Committee could also examine any other issues having a bearing on the
quality of customer service rendered.
2.1.2 Monitoring the implementation of awards under the Banking Ombudsman
Scheme
The Committee should also play a more pro-active role with regard to complaints /
grievances resolved by Banking Ombudsmen of the various States.
The Scheme of Banking Ombudsman was introduced with the object of enabling
resolution of complaints relating to provision of banking services and resolving disputes
between a bank and its constituent through the process of conciliation, mediation and
arbitration in respect of deficiencies in customer service. After detailed examination of
the complaints / grievances of customers of banks and after perusal of the comments of
banks, the Banking Ombudsmen issue their awards in respect of individual complaints
to redress the grievances. Banks should ensure that the Awards of the Banking
Ombudsmen are implemented expeditiously and with active involvement of Top
Management.
Further, with a view to enhancing the effectiveness of the Customer Service Committee,
banks should also :

-4DBR-Master Circular on Customer Service in Banks 2015

a) place all the awards given by the Banking Ombudsman before the Customer Service
Committee to enable them to address issues of systemic deficiencies existing in banks,
if any, brought out by the awards; and
b) place all the awards remaining unimplemented for more than three months with the
reasons therefor before the Customer Service Committee to enable the Customer
Service Committee to report to the Board such delays in implementation without valid
reasons and for initiating necessary remedial action.
2.1.3 Board Meeting to Review and Deliberate on Customer Service
Banks are advised to review customer service / customer care aspects in the bank and
submit a detailed memorandum in this regard to the Board of Directors, once every six
months and initiate prompt corrective action wherever service quality / skill gaps have
been noticed.
2.2

Standing Committee on Customer Service

The Committee on Procedures and Performance Audit of Public Services (CPPAPS)

examined the issues relating to the continuance or otherwise of the Ad hoc Committees
and observed that there should be a dedicated focal point for customer service in
banks, which should have sufficient powers to evaluate the functioning in various
departments. The CPPAPS therefore recommended that the Ad hoc Committees should
be converted into Standing Committees on Customer Service.
On the basis of the above recommendation, banks are required to convert the existing
Ad hoc Committees into a Standing Committee on Customer Service. The Ad hoc
Committees when converted as a permanent Standing Committee cutting across
various departments can serve as the micro level executive committee driving the
implementation process and providing relevant feedback while the Customer Service
Committee of the Board would oversee and review / modify the initiatives. Thus the two
Committees would be mutually reinforcing with one feeding into the other.
The constitution and functions of the Standing Committee may be on the lines indicated
below :-

-5DBR-Master Circular on Customer Service in Banks 2015

i)

The Standing Committee may be chaired by the CMD or the ED and include non-

officials as its members to enable an independent feedback on the quality of customer

service rendered by the bank.
ii)

The Standing Committee may be entrusted not only with the task of ensuring

timely and effective compliance of the RBI instructions on customer service, but also
that of receiving the necessary feedback to determine that the action taken by various
departments of the bank is in tune with the spirit and intent of such instructions.
iii)

The Standing Committee may review the practice and procedures prevalent in the

bank and take necessary corrective action, on an ongoing basis as the intent is
translated into action only through procedures and practices.
iv)

A brief report on the performance of the Standing Committee during its tenure

indicating, inter alia, the areas reviewed, procedures / practices identified and simplified
/ introduced may be submitted periodically to the Customer Service Committee of the
Board.
With the conversion of the Ad hoc Committees into Standing Committees on Customer
Service, the Standing Committee will act as the bridge between the various
departments of the bank and the Board / Customer Service Committees of the Board.
2.3

Branch Level Customer Service Committees

Banks were advised to establish Customer Service Committees at branch level. In order
to encourage a formal channel of communication between the customers and the bank
at the branch level, banks should take necessary steps for strengthening the branch
level committees with greater involvement of customers. It is desirable that branch level
committees include their customers too. Further, as senior citizens usually form an
important constituent in banks, a senior citizen may preferably be included therein. The
Branch Level Customer Service Committee may meet at least once a month to study
complaints/ suggestions, cases of delay, difficulties faced / reported by customers /
members of the Committee and evolve ways and means of improving customer service.
The branch level committees may also submit quarterly reports giving inputs /
suggestions to the Standing Committee on Customer Service thus enabling the
-6DBR-Master Circular on Customer Service in Banks 2015

Standing Committee to examine them and provide relevant feedback to the Customer
Service Committee of the Board for necessary policy / procedural action.
2.4

Nodal department / official for customer service

Each bank is expected to have a nodal department / official for customer service in the
Head Office and each controlling office, with whom customers with grievances can
approach in the first instance and with whom the Banking Ombudsman and RBI can
liaise.
3.

Board approved policies on Customer Service

Customer service should be projected as a priority objective of banks along with profit,
growth and fulfilment of social obligations. Banks should have a Board approved policy
for the following:
3.1

Comprehensive Deposit Policy

Banks should formulate a transparent and comprehensive policy setting out the rights of
the depositors in general and small depositors in particular. The policy would also be
required to cover all aspects of operations of deposit accounts, charges leviable and
other related issues to facilitate interaction of depositors at branch levels. Such a policy
should also be explicit in regard to secrecy and confidentiality of the customers.
Providing other facilities by "tying-up" with placement of deposits is clearly a restrictive
practice.
3.2

Cheque Collection Policy

Banks should formulate a comprehensive and transparent policy taking into account
their technological capabilities, systems and processes adopted for clearing
arrangements and other internal arrangements for collection through correspondents.
The policy should cover the following three aspects:

Immediate Credit for Local / Outstation cheques

Time frame for Collection of Local / Outstation Instruments

Interest payment for delayed collection

-7DBR-Master Circular on Customer Service in Banks 2015

Broad principles enumerated in paragraph 14.1 should be taken into account while
formulating the policy.
3.3

Customer Compensation Policy

Banks must have a well documented Customer Compensation Policy duly approved by
their Boards. They could use the model policy formulated by the Indian Banks'
Association (IBA) in this regard in formulating their own policy. Banks policy should, at a
minimum, incorporate the following aspects:(a)

Erroneous Debits arising on fraudulent or other transactions

(b)

Payment of interest for delays in collection

(c)

Payment of interest for delay in issue of duplicate draft

(d)

Other unauthorised actions of the bank leading to a financial loss to customer

3.4

Customer Grievance Redressal Policy

Banks must have a well documented Customer Grievance Redressal Policy duly
approved by their Boards. The Policy should be framed based on the broad principles
enumerated in paragraph 16 of this Circular.
3.5

Giving publicity to the policies

(i) Banks should ensure that wide publicity is given to the above policies formulated by
them by placing them prominently on the web-site and also otherwise widely
disseminating the policies such as, displaying them on the notice board in their
branches.
(ii) The customers should be clearly apprised of the assurances of the bank on the
services on these aspects at the time of establishment of the initial relationship be it as
a depositor, borrower or otherwise.
(iii) Further, they may also take necessary steps to keep the customers duly informed of
the changes in the policies formulated by them from time to time.

-8DBR-Master Circular on Customer Service in Banks 2015

4. Financial Inclusion

4.1 Basic Savings Bank Deposit Account (BSBDA)

Banks are advised to offer a 'Basic Savings Bank Deposit Account' which will
offer following minimum common facilities to all their customers :
i. The 'Basic Savings Bank Deposit Account' should be considered a normal
banking service available to all.
ii. This account shall not have the requirement of any minimum balance.
iii. The services available in the account will include deposit and withdrawal of
cash at bank branch as well as ATMs; receipt / credit of money through
electronic payment channels or by means of deposit / collection of cheques
drawn by Central / State Government agencies and departments.
iv. While there will be no limit on the number of deposits that can be made in a
month, account holders will be allowed a maximum of four withdrawals in a
month, including ATM withdrawals.
v. Facility of ATM card or ATM-cum-Debit Card.
vi. The above facilities will be provided without any charges. Further, no charge
will be levied for non-operation / activation of in-operative 'Basic Savings Bank
Deposit Account'.
vii. Banks would be free to evolve other requirements including pricing structure
for additional value-added services beyond the stipulated basic minimum
services on reasonable and transparent basis and applied in a nondiscriminatory manner.
viii. The 'Basic Savings Bank Deposit Account' would be subject to RBI
instructions on Know Your Customer (KYC) / Anti-Money Laundering (AML) for
opening of bank accounts issued from time to time. If such account is opened
on the basis of simplified KYC norms, the account would additionally be treated
-9DBR-Master Circular on Customer Service in Banks 2015

as a 'Small Account' and would be subject to conditions stipulated for such

accounts as indicated in paragraph 3.2.2(I)(A)(vi) of Master Circular dated July
01, 2015 on 'KYC norms / AML standards / Combating of Financing of
Terrorism (CFT) / Obligation of banks under PMLA, 2002'.
ix. Holders of 'Basic Savings Bank Deposit Account' will not be eligible for
opening any other savings bank deposit account in that bank. If a customer has
any other existing savings bank deposit account in that bank, he / she will be
required to close it within 30 days from the date of opening a 'Basic Savings
Bank Deposit Account'.
x. The existing basic banking 'no-frills' accounts should be converted to 'Basic
Savings Bank Deposit Account' as per the instructions contained above.
4.1.1 BSBDA Frequently Asked Questions (FAQs)
In view of several queries received in connection with BSBDAs, a list of FAQs was
issued. These FAQs are furnished in Annex VII.

4.2

IT-enabled Financial Inclusion

Though the banks make available a Basic Savings Bank Deposit Account so as to
achieve the objective of greater financial inclusion, yet financial inclusion objectives
would not be fully met if the banks do not increase the banking outreach to the remote
corners of the country. This has to be done with affordable infrastructure and low
operational costs with the use of appropriate technology. This would enable banks to
lower the transaction costs to make small ticket transactions viable.
A few banks have already initiated certain pilot projects in different remote parts of the
country utilizing smart cards/mobile technology to extend banking services similar to
those dispensed from branches. Banks are, therefore, urged to scale up their financial
inclusion efforts by utilizing appropriate technology. Care may be taken to ensure that
the solutions developed are:
highly secure,
amenable to audit and

- 10 DBR-Master Circular on Customer Service in Banks 2015

 follow widely accepted open standards to allow inter-operability among the

different systems adopted by different banks.
4.3

Printed material in trilingual form

In order to ensure that banking facilities percolate to the vast sections of the population,
banks should make available all printed material used by retail customers including
account opening forms, pay-in-slips, passbooks, etc., in trilingual form i.e., English,
Hindi and the concerned Regional Language.
4.4 Rights of Transgender Persons Changes in bank forms/ applications etc.
It has been brought to our notice that transgender persons face difficulties in opening
accounts as there is no provision for them in the account opening and other forms.
In this connection, banks are advised to refer to the judgement dated April 15, 2014 of
the Supreme Court in the case of National Legal Services Authority v. Union of India
and others [AIR 2014 SC 1863: (2014) 5 SCC 438] on treating all transgender persons
as third gender. The Supreme Court, in that case, upheld transgender persons right to
decide their self-identified gender and directed the Centre and State Government to
grant legal recognition of their gender identity such as male, female or as third gender.
Banks are, therefore, directed to include third gender in all forms/applications etc.
prescribed by the Reserve Bank or the banks themselves, wherein any gender
classification is envisaged.
5. Opening / Operation of Deposit Accounts
5.1

Customer Identification Procedure for individual accounts

Banks should be generally guided by RBI instructions on KYC / AML for opening of
accounts.

- 11 DBR-Master Circular on Customer Service in Banks 2015

5.1.1 Intra-bank Deposit Accounts Portability

Banks are advised that KYC once done by one branch of the bank should be valid for
transfer of the account within the bank as long as full KYC has been done for the
concerned account. The customer should be allowed to transfer his account from one
branch to another branch without insisting on fresh proof of address and on the basis of
a self-declaration from the account holder about his / her current address, subject to
submitting proof of address within a period of six months. Periodical updation of KYC
data would continue to be done by bank as per prescribed periodicity.
5.2 Savings Bank Rules
As many banks are now issuing statement of accounts in lieu of pass books, the
Savings Bank Rules must be annexed as a tear-off portion to the account opening form
so that the account holder can retain the rules.
5.3 Photographs of depositors
Banks should obtain and keep on record photographs of all depositors/account holders
in respect of accounts opened by them subject to the following clarifications:
(i) The instructions cover all types of deposits including fixed, recurring, cumulative, etc.
(ii) They apply to all categories of depositors, whether resident or non-resident. Only
banks, Local Authorities and Government Departments (excluding public sector
undertakings or quasi-Government bodies) will be exempt from the requirement of
photographs.
(iii) The banks may not insist on photographs in case of accounts of staff members only
(Single/Joint).
(iv) The banks should obtain photographs of all persons authorised to operate the
accounts viz., Savings Bank and Current Accounts without exception.
(v) The banks should also obtain photographs of the 'Pardanishin' women.

- 12 DBR-Master Circular on Customer Service in Banks 2015

(vi) The banks may obtain two copies of photographs and obtaining photocopies of
driving licence/passport containing photographs in place of photographs would not
suffice.
(vii) The banks should not ordinarily insist on the presence of account holder for making
cash withdrawals in case of 'self' or 'bearer' cheques unless the circumstances so
warrant. The banks should pay 'self' or 'bearer' cheques taking usual precautions.
(viii) Photographs cannot be a substitute for specimen signatures.
(ix) Only one set of photographs need be obtained and separate photographs should
not be obtained for each category of deposit. The applications for different types of
deposit accounts should be properly referenced.
(x) Fresh photographs need not be obtained when an additional account is desired to be
opened by the account holder.
(xi) In the case of operative accounts, viz. Savings Bank and Current accounts,
photographs of persons authorised to operate them should be obtained. In case of other
deposits, viz., Fixed, Recurring, Cumulative, etc., photographs of all depositors in
whose names the deposit receipt stands may be obtained except in the case of deposits
in the name of minors where guardians' photographs should be obtained.
5.4 Minimum balance in savings bank accounts
At the time of opening the accounts, banks should inform their customers in a
transparent manner the requirement of maintaining minimum balance and levying of
charges, etc., if the minimum balance is not maintained. Any charge levied
subsequently should be transparently made known to all depositors in advance with one
months notice. The banks should inform, at least one month in advance, the existing
account holders of any change in the prescribed minimum balance and the charges that
may be levied if the prescribed minimum balance is not maintained. With effect from
May 6, 2014, banks are not permitted to levy penal charges for non-maintenance of
minimum balances in any inoperative account.

- 13 DBR-Master Circular on Customer Service in Banks 2015

5.4.1 Levy of Penal Charges on Non-Maintenance of Minimum balance in savings

bank accounts
With effect from April 1, 2015, while levying charges for non-maintenance of minimum
balance in savings bank accounts, banks shall adhere to the following additional
guidelines:
(i) In the event of a default in maintenance of minimum balance / average minimum
balance as agreed to between the bank and customer, the bank should notify the
customer clearly by SMS / email / letter etc. that in the event of the minimum balance
not being restored in the account within a month from the date of notice, penal charges
will be applicable.
(ii) In case the minimum balance is not restored within a reasonable period, which shall
not be less than one month from the date of notice of shortfall, penal charges may be
recovered under intimation to the account holder.
(iii) The policy on penal charges to be so levied may be decided with the approval of
Board of the bank.
(iv) The penal charges should be directly proportionate to the extent of shortfall
observed. In other words, the charges should be a fixed percentage levied on the
amount of difference between the actual balance maintained and the minimum balance
as agreed upon at the time of opening of account. A suitable slab structure for recovery
of charges may be finalized.
(v) It should be ensured that such penal charges are reasonable and not out of line with
the average cost of providing the services.
(vi) It should be ensured that the balance in the savings account does not turn into
negative balance solely on account of levy of charges for non-maintenance of minimum
balance.
These guidelines should be brought to the notice of all customers apart from being
disclosed on the bank's website.
5.5 Purchase of Local Cheques, Drafts, etc.,
during suspension of Clearing
There may be occasions when Clearing House operations may have to be temporarily
suspended for reasons beyond the control of the authorities concerned. Such
suspension entails hardship to the constituents of the banks because of their inability to
- 14 DBR-Master Circular on Customer Service in Banks 2015

realize promptly the proceeds of cheques, drafts, etc., drawn on the local banks other
than those with whom they maintain accounts. Some remedial action has to be taken
during such contingencies to minimise, as far as possible, the inconvenience and
hardship to banks' constituents as also to maintain good customer service. Thus,
whenever clearing is suspended and it is apprehended that the suspension may be
prolonged, banks may temporarily accommodate their constituents, both borrowers and
depositors, to the extent possible by purchasing the local cheques, drafts, etc.,
deposited in their accounts for collection, special consideration being shown in respect
of cheques drawn by Government departments/companies of good standing and repute,
as also demand drafts drawn on local banks. While extending this facility, banks would
no doubt take into consideration such factors as creditworthiness, integrity, past
dealings and occupation of the constituents, so as to guard themselves against any
possibility of such instruments being dishonoured subsequently.
5.6

Statement of accounts / Pass Books

5.6.1 Issuance of Passbooks to Savings Bank Account holders

(Individuals)
(i) A passbook is a ready reckoner of transactions and is handy and compact and as
such, is far more convenient to the small customer than a statement of account. Use of
statements has some inherent difficulties viz., (a) these need to be filed regularly (b) the
opening balance needs to be tallied with closing balance of last statement (c) loss of
statements in postal transit is not uncommon and obtaining duplicates thereof involves
expense and inconvenience (d) ATM slips during the interregnum between two
statements does not provide a satisfactory solution as full record of transactions is not
available and (e) there are a large number of small customers who do not have access
to computers / internet, etc. As such, non-issuance of pass-books to such small
customers would indirectly lead to their financial exclusion.
Banks are therefore advised to invariably offer pass book facility to all its savings bank
account holders (individuals) and in case the bank offers the facility of sending
statement of account and the customer chooses to get statement of account, the banks
must issue monthly statement of accounts. The cost of providing such Pass Book or
Statements should not be charged to the customer.
- 15 DBR-Master Circular on Customer Service in Banks 2015

(ii) It has come to our notice that some banks are not issuing pass books to their
savings banks account holders (individuals) and only issue a computer generated
account statement even when the customer desires pass book facility. Banks are,
therefore, advised to strictly adhere to the extant instructions.

5.6.2. Updating passbooks

(i)

Customers may be made conscious of the need on their part to get the pass-

books updated regularly and employees may be exhorted to attach importance to this
area.
(ii)

Wherever pass-books are held back for updating, because of large number of

entries, paper tokens indicating the date of its receipt and also the date when it is to be
collected should be issued.
(iii)

It is sometimes observed that customers submit their passbooks for updation

after a very long time. In addition to the instructions printed in the passbook, whenever a
passbook is tendered for posting after a long interval of time or after very large number
of transactions, a printed slip requesting the depositor to tender it periodically should be
given.
5.6.3

Entries in passbooks / statement of accounts

(i)

Banks should give constant attention to ensure entry of correct and legible

particulars in the pass books and statement of accounts.

(ii)

The banks often show the entries in depositors' passbooks / statements of

accounts, as "by clearing" or "by cheque". Further, it is observed that in the case of
Electronic Clearing System (ECS) and RBI Electronic Fund Transfer (RBIEFT), banks
generally do not provide any details even though brief particulars of the remittance are
provided by the receiving bank. In some cases, computerized entries use codes which
just cannot be deciphered. With a view to avoiding inconvenience to depositors, banks
should avoid such inscrutable entries in passbooks / statement of accounts and ensure
that brief, intelligible particulars are invariably entered in passbooks / statement of
account.

- 16 DBR-Master Circular on Customer Service in Banks 2015

5.6.4 Maintenance of savings bank pass books: precautions

Negligence in taking adequate care in the custody of savings bank pass books
facilitates fraudulent withdrawals from the relative accounts. A few precautions in this
regard are given below:
(i)

Branches should accept the pass books and return them against tokens.

(ii)

Pass books remaining with the branches should be held in the custody of
named responsible officials.

(iii)

While remaining with the branch, pass books should be held under lock and
key overnight.

5.6.5 Providing monthly statement of accounts

(i)

Banks may ensure that they adhere to the monthly periodicity while sending
statement of accounts.

(ii)

The statements of accounts for current account holders may be sent to the
depositors in a staggered manner instead of sending by a target date every
month. The customers may be informed about staggering of the preparation
of these statements.

(iii)

Further, banks should advise their Inspecting Officers to carry out sample
check at the time of internal inspection of branches to verify whether the
statements are being despatched in time.

5.6.6 Address / Telephone Number of the Branch in Pass Books / Statement of

Accounts
In order to improve the quality of service available to customers in branches, it would be
useful if the address / telephone number of the branch is mentioned on the passbooks /
statement of accounts.
Banks are therefore advised to ensure that full address / telephone number of the
branch is invariably mentioned in the passbooks / statement of accounts issued to
account holders.

- 17 DBR-Master Circular on Customer Service in Banks 2015

5.6.7 Printing of MICR code and IFSC code on passbook / statement of account
The Magnetic Ink Character Recognition (MICR) code is necessary for all Electronic
Clearing Service (ECS Credit and Debit) transactions and the Indian Financial System
Code (IFSC) is a pre-requisite for National Electronic Funds Transfer (NEFT) and Real
Time Gross Settlement (RTGS) transactions. At present, this information is made
available on the cheque leaf along with the IFSC code of the branch. However, on a
review, banks are advised to take necessary steps to provide this information in all
passbook / statement of account of their account holders.
5.7

Issue of Cheque Books

5.7.1 Issuing large number of cheque books

(issued to Public Sector Banks)
Banks may issue cheque books with larger number of (20/25) leaves if a customer
demands the same and also ensure that adequate stocks of such cheque books (20/25
leaves) are maintained with all the branches to meet the requirements of the customers.
Banks should take appropriate care while issuing large number of cheque books. It
should be done in consultation with the Controlling Office of the bank.
5.7.2 Writing the cheques in any language
All cheque forms should be printed in Hindi and English. The customer may, however,
write cheques in Hindi, English or in the concerned regional language.
5.7.3 Dispatching the cheque book by courier
The procedure of disallowing depositors to collect the cheque book at the branch and
insisting on dispatching the cheque book by courier after forcibly obtaining a declaration
from the depositor that a dispatch by the courier is at depositor's risk is an unfair
practice. Banks should refrain from obtaining such undertakings from depositors and
ensure that cheque books are delivered over the counters on request to the depositors
or his authorized representative.

- 18 DBR-Master Circular on Customer Service in Banks 2015

5.7.4 Acceptance of cheques bearing a date as per

National Calendar (Saka Samvat) for payment
Government of India has accepted Saka Samvat as National Calendar with effect from
22 March 1957 and all Government statutory orders, notifications, Acts of Parliament,
etc. bear both the dates i.e., Saka Samvat as well as Gregorian Calendar. An
instrument written in Hindi having date as per Saka Samvat calendar is a valid
instrument. Cheques bearing date in Hindi as per the National Calendar (Saka Samvat)
should, therefore, be accepted by banks for payment, if otherwise in order. Banks can
ascertain the Gregorian calendar date corresponding to the National Saka calendar in
order to avoid payment of stale cheques.
5.7.5 Issue of Multicity / Payable at All Branches Cheques by CBS enabled Banks:
In order to bring efficiency in the cheque clearing, all CBS enabled banks have been
advised to issue only payable at par / multi-city CTS 2010 Standard cheques to all
eligible customers without extra charges with appropriate Board approved risk
management procedures based on risk categorization of accounts. Banks have been
advised not to charge their savings bank account customers for issuance of CTS-2010
standard cheques when they are issued for the first time.
5.8 Term Deposit Account
5.8.1 Issue of term deposit receipt
Bank should issue term deposit receipt indicating therein full details, such as, date of
issue, period of deposit, due date, applicable rate of interest, etc.
5.8.2 Transferability of deposit receipts
Term deposits should be freely transferable from one office of bank to another.
5.8.3 Disposal of deposits
Advance instructions from depositors for disposal of deposits on maturity may be
obtained in the application form itself. Wherever such instructions are not obtained,
banks should ensure sending of intimation of impending due date of maturity well in
advance to their depositors as a rule in order to extend better customer service.
- 19 DBR-Master Circular on Customer Service in Banks 2015

5.8.4 Notifying the change in interest rates

Change in interest rate on deposits should be made known to customers as well as
bank branches expeditiously.
5.8.5 Payment of interest on fixed deposit
Method of calculation of interest
Indian Banks Association (IBA) Code for Banking Practice has been issued by IBA for
uniform adoption by the member banks. The Code is intended to promote good banking
practices by setting out minimum standards, which member banks should follow in their
dealings with customers. IBA, for the purpose of calculation of interest on domestic term
deposit, has prescribed that on deposits repayable in less than three months or where
the terminal quarter is incomplete, interest should be paid proportionately for the actual
number of days reckoning the year at 365 days. Some banks are adopting the method
of reckoning the year at 366 days in a Leap year and 365 days in other years. While
banks are free to adopt their methodology, they should provide information to their
depositors about the manner of calculation of interest appropriately while accepting the
deposits and display the same at their branches.
5.8.6 Premature withdrawal of term deposit
A bank, on request from the depositor, should allow withdrawal of a term deposit before
completion of the period of the deposit agreed upon at the time of making the deposit.
The bank will have the freedom to determine its own penal interest rate of premature
withdrawal of term deposits. The bank should ensure that the depositors are made
aware of the applicable penal rate along with the deposit rate. While prematurely closing
a deposit, interest on the deposit for the period that it has remained with the bank will be
paid at the rate applicable to the period for which the deposit remained with the bank
and not at the contracted rate. No interest is payable, where premature withdrawal of
deposits takes place before completion of the minimum period prescribed. With effect
from April 1, 2013 banks will have the discretion to disallow premature withdrawal of a
term deposit in respect of bulk deposits of `1 crore and above of all depositors,
including deposits of individuals and HUFs. Bank should, however, notify such
depositors of its policy of disallowing premature withdrawal in advance, i.e., at the time
- 20 DBR-Master Circular on Customer Service in Banks 2015

of accepting such deposits. A bank on request from a depositor shall allow withdrawal of
a Rupee term deposits of less than

1 crore, before completion of the period of the

deposit agreed upon at the time of making the deposit. Bank will have the freedom to
determine its own penal interest rates for premature withdrawal of term deposits. Bank
should ensure that the depositors are made aware of the applicable penal rates along
with the deposit rates. The revised guidelines are made applicable with effect from April
1, 2013.
5.8.6.1 Repayment of Term/Fixed Deposits in banks:
Some banks insist on the signatures of both the depositors to allow repayment of
money in fixed/term deposits, though the deposit account is opened with operating
instructions (sometimes called repayment instructions), Either or Survivor or Former
or Survivor. Such insistence on the signatures of both the depositors has the effect of
making the mandate given by the depositors redundant. This, in turn, results in
unjustified delays and allegations of poor customer service.
1. It is clarified that if fixed/term deposit accounts are opened with operating
instructions Either or Survivor, the signatures of both the depositors need not be
obtained for payment of the amount of the deposits on maturity. However, the
signatures of both the depositors may have to be obtained, in case the deposit is to
be paid before maturity. If the operating instruction is Either or Survivor and one of
the depositors expires before the maturity, no pre-payment of the fixed/term deposit
may be allowed without the concurrence of the legal heirs of the deceased joint
holder. This, however, would not stand in the way of making payment to the survivor
on maturity.
2. In case the mandate is Former or Survivor, the Former alone can
operate/withdraw the matured amount of the fixed/term deposit, when both the
depositors are alive. However, the signature of both the depositors may have to be
obtained, in case the deposit is to be paid before maturity. If the former expires
before the maturity of the fixed/term deposit, the Survivor can withdraw the deposit
on maturity. Premature withdrawal would however require the consent of both the
parties, when both of them are alive, and that of the surviving depositor and the legal
heirs of the deceased in case of death of one of the depositors.

- 21 DBR-Master Circular on Customer Service in Banks 2015

3. If the joint depositors prefer to allow premature withdrawals of fixed/term deposits

also in accordance with the mandate of Either or Survivor or Former or Survivor,
as the case may be, it would be open to banks to do so, provided they have taken a
specific joint mandate from the depositors for the said purpose. In other words, in
case of term deposits with "Either or Survivor" or "Former or Survivor" mandate,
banks are permitted to allow premature withdrawal of the deposit by the surviving
joint depositor on the death of the other, only if, there is a joint mandate from the
joint depositors to this effect.
4. It has come to our notice that many of the banks have neither incorporated such
a clause in the account opening form nor have they taken adequate measures to
make the customers aware of the facility of such mandate, thereby putting the
"surviving" deposit account holder(s) to unnecessary inconvenience. Banks are,
therefore, advised to invariably incorporate the aforesaid clause in the account
opening form and also inform their existing as well as future term deposit holders
about the availability of such an option.
5. The joint deposit holders may be permitted to give the mandate either at the time
of placing fixed deposit or anytime subsequently during the term / tenure of the
deposit. If such a mandate is obtained, banks can allow premature withdrawal of
term / fixed deposits by the surviving depositor without seeking the concurrence of
the legal heirs of the deceased joint deposit holder. It is also reiterated that such
premature withdrawal would not attract any penal charge.
6. When a fixed deposit account is opened in the joint names of two depositors on
Either or Survivor basis and the said joint depositors already have a savings bank
account in their names jointly on Either or Survivor instructions, on maturity of the
fixed deposit, proceeds of the matured fixed deposit can be credited to the joint
savings bank account already opened in the bank. There is no need for opening a
separate savings bank account in the name of the first depositor for crediting the
proceeds of the fixed deposit.

- 22 DBR-Master Circular on Customer Service in Banks 2015

5.8.7 Renewal of Overdue deposits

All aspects concerning renewal of overdue deposits may be decided by individual banks
subject to their Board laying down a transparent policy in this regard and the customers
being notified of the terms and conditions of renewal including interest rates, at the time
of acceptance of deposit. The policy should be non-discretionary and nondiscriminatory.
5.8.8 Addition or deletion of the name/s of joint account holders
A bank may, at the request of all the joint account holders, allow the addition or deletion
of name/s of joint account holder/s if the circumstances so warrant or allow an individual
depositor to add the name of another person as a joint account holder. However, in no
case should the amount or duration of the original deposit undergo a change in any
manner in case the deposit is a term deposit.
A bank may, at its discretion, and at the request of all the joint account holders of a
deposit receipt, allow the splitting up of the joint deposit, in the name of each of the joint
account holders only, provided that the period and the aggregate amount of the deposit
do not undergo any change.
Note: NRE deposits should be held jointly with non-residents only. NRO accounts may
be held by non-residents jointly with residents.
5.8.9 Payment of interest on accounts frozen by banks
Banks are at times required to freeze the accounts of customers based on the orders of
the enforcement authorities. The issue of payment of interest on such frozen accounts
was examined in consultation with Indian Banks Association and banks are advised to
follow the procedure detailed below in the case of Term Deposit Accounts frozen by the
enforcement authorities:
(i) A request letter may be obtained from the customer on maturity. While obtaining the
request letter from the depositor for renewal, banks should also advise him to indicate
the term for which the deposit is to be renewed. In case the depositor does not exercise
his option of choosing the term for renewal, banks may renew the same for a term equal
to the original term.
- 23 DBR-Master Circular on Customer Service in Banks 2015

(ii) No new receipt is required to be issued. However, suitable note may be made
regarding renewal in the deposit ledger.
(iii) Renewal of deposit may be advised by registered letter / speed post / courier
service to the concerned Government department under advice to the depositor. In the
advice to the depositor, the rate of interest at which the deposit is renewed should also
be mentioned.
(iv) If overdue period does not exceed 14 days on the date of receipt of the request
letter, renewal may be done from the date of maturity. If it exceeds 14 days, banks may
pay interest for the overdue period as per the policy adopted by them, and keep it in a
separate interest free sub-account which should be released when the original fixed
deposit is released.
Further, with regard to the savings bank accounts frozen by the Enforcement
authorities, banks may continue to credit the interest to the account on a regular basis.

5.8.10 Acknowledgement by banks at the time of submission of Form 15-G / 15-H

Banks are not required to deduct TDS from depositors who submit declaration in Form
15-G/15-H under Income Tax Rules, 1962. However, it has been brought to our notice
that despite submission of Form 15-G/15-H by customers, banks are deducting tax at
source, at times, causing inconvenience to customers resulting in a number of
complaints. Such instances arise because either the forms are misplaced or a track is
not kept of forms received in the branches.
The matter has been examined by us in consultation with Indian Banks Association
(IBA). With a view to protect interest of the depositors and for rendering better customer
service, banks are advised to give an acknowledgment at the time of receipt of Form
15-G/15-H. This will help in building a system of accountability and customers will not
be put to inconvenience due to any omission on part of the banks.

- 24 DBR-Master Circular on Customer Service in Banks 2015

5.8.11 Timely Issue of TDS Certificate to Customers

Some banks are not providing TDS Certificate in Form 16A to their customers in time,
causing inconvenience to customers in filing income-tax returns.
With a view to protect the interests of the depositor and for rendering better customer
service, banks are advised to provide TDS Certificate in Form 16A, to their customers in
respect of whom they (banks) have deducted tax at source. Banks are advised to put in
place systems that will enable them to provide Form 16A to the customers well within
the time-frame prescribed under the Income Tax Rules.
5.9 Acceptance of cash over the counter
Some banks have introduced certain products whereby the customers are not allowed
to deposit cash over the counters and also have incorporated a clause in the terms and
conditions that cash deposits, if any, are required to be done through ATMs.
Banking, by definition, means acceptance of deposits of money from the public for the
purpose of lending and investment. As such, banks cannot design any product which is
not in tune with the basic tenets of banking. Further, incorporating such clauses in the
terms and conditions which restrict deposit of cash over the counters also amounts to
an unfair practice.
Banks are, therefore, advised to ensure that their branches invariably accept cash over
the counters from all their customers who desire to deposit cash at the counters.
Further, they are also advised to refrain from incorporating clauses in the terms and
conditions which restrict deposit of cash over the counters.
5.10 Opening accounts in the name of minors with Mothers as guardians
Considerable difficulty was experienced by women customers in opening bank accounts
in the names of minors, with mothers as their guardians. Presumably, the banks were
reluctant to accept the mother as a guardian of a minor, while father is alive in view of
section 6 of the Hindu Minority and Guardianship Act, 1956, which stipulates that the
father alone should be deemed to be the guardian in such case. To overcome this legal
difficulty and to enable the banks to open freely such accounts in the name of minors
- 25 DBR-Master Circular on Customer Service in Banks 2015

under the guardianship of their mothers, it was suggested in some quarters that the
above provisions should be suitably amended. While it is true that an amendment of the
above Act may overcome the difficulty in the case of Hindus, it would not solve the
problem for other communities as minors belonging to Muslim, Christian, Parsi
communities would still be left out unless the laws governing these communities are
also likewise amended.
The legal and practical aspects of the above problem were, therefore, examined in
consultation with the Government of India and it was advised that if the idea underlining
the demand for allowing mothers to be treated as guardians relates only to the opening
of fixed and savings bank accounts, there would seem to be no difficulty in meeting the
requirements as, notwithstanding the legal provisions, such accounts could be opened
by banks provided they take adequate safeguards in allowing operations in the
accounts by ensuring that the minors' accounts opened with mothers as guardians are
not allowed to be overdrawn and that they always remain in credit. In this way, the
minors' capacity to enter into contract would not be a subject matter of dispute. If this
precaution is taken, the banks' interests would be adequately protected.
Banks are advised to instruct their branches to allow minors' accounts (fixed and
savings only) with mothers as guardians to be opened, whenever such requests are
received by them, subject to the safeguards mentioned above.
The facility of allowing opening of minors accounts with mothers as guardians may be
extended to Recurring Deposit Accounts also subject to precautions mentioned above.
5.10.1 Opening of Bank Accounts in the Names of Minors
With a view to promote the objective of financial inclusion and also to bring uniformity
among banks in opening and operating minors accounts, banks are advised as under:
a. A savings /fixed / recurring bank deposit account can be opened by a minor of
any age through his/her natural or legally appointed guardian.
b. Minors above the age of 10 years may be allowed to open and operate savings
bank accounts independently, if they so desire. Banks may, however, keeping in
view their risk management systems, fix limits in terms of age and amount up to
which minors may be allowed to operate the deposit accounts independently.
- 26 DBR-Master Circular on Customer Service in Banks 2015

They can also decide, in their own discretion, as to what minimum documents
are required for opening of accounts by minors.
c. On attaining majority, the erstwhile minor should confirm the balance in his/her
account and if the account is operated by the natural guardian / legal guardian,
fresh operating instructions and specimen signature of erstwhile minor should be
obtained and kept on record for all operational purposes.
2. Banks are free to offer additional banking facilities like internet banking, ATM/ debit
card, cheque book facility etc., subject to the safeguards that minor accounts are not
allowed to be overdrawn and that these always remain in credit.
5.11 Opening of Current Accounts Need for discipline
(i)

Keeping in view the importance of credit discipline for reduction in NPA level of

banks, banks should, at the time of opening current accounts, insist on a declaration to
the effect that the account holder is not enjoying any credit facility with any other bank.
Banks should scrupulously ensure that their branches do not open current accounts of
entities which enjoy credit facilities (fund based or non-fund based) from the banking
system without specifically obtaining a No-Objection Certificate from the lending
bank(s). Banks should note that non-adherence to the above discipline could be
perceived to be abetting the siphoning of funds and such violations which are either
reported to RBI or noticed during our inspection would make the concerned banks liable
for penalty under Banking Regulation Act, 1949.
(ii) Banks may open current accounts of prospective customers in case no response is
received from the existing bankers after a minimum waiting period of a fortnight. If a
response is received within a fortnight, banks should assess the situation with reference
to information provided on the prospective customer by the bank concerned and are not
required to solicit a formal no objection, consistent with true freedom to the customer of
banks as well as needed due diligence on the customer by the bank.
(iii) In case of a prospective customer who is a corporate or large borrower enjoying
credit facilities from more than one bank, the banks should exercise due diligence and
inform the consortium leader, if under consortium, and the concerned banks, if under
multiple banking arrangement.
- 27 DBR-Master Circular on Customer Service in Banks 2015

5.12

Reconciliation of transactions at ATMs failure - Time limit

Reserve Bank has been receiving a number of complaints from bank customers,
regarding debit of accounts even though the ATMs have not disbursed cash for various
reasons. More importantly, banks take considerable time in reimbursing the amounts
involved in such failed transactions to card holders. In many cases, the time taken is as
much as 50 days. The delay of the magnitude indicated above is not justified, as it
results in customers being out of funds for a long time for no fault of theirs. Moreover,
this delay can discourage customers from using ATMs.
Based on a review of the developments and with a view to further improve the efficiency
of operations, it has been decided as under:a. The time limit for resolution of customer complaints by the issuing banks shall
stand reduced from 12 working days to 7 working days from the date of receipt of
customer complaint. Accordingly, failure to recredit the customers account within
7 working days of receipt of the complaint shall entail payment of compensation
to the customer @ ` 100/- per day by the issuing bank. This compensation shall
be credited to the customers account automatically without any claim from the
customer, on the same day when the bank affords the credit for the failed ATM
transaction.
b. Any customer is entitled to receive such compensation for delay, only if a claim is
lodged with the issuing bank within 30 days of the date of the transaction.
c. The number of free transactions permitted per month at other bank ATMs to
Savings Bank account holders shall be inclusive of all types of transactions,
financial or non-financial.
d. All disputes regarding ATM failed transactions shall be settled by the issuing
bank and the acquiring bank through the ATM System Provider only. No bilateral
settlement arrangement outside the dispute resolution mechanism available with
the system provider is permissible. This measure is intended to bring down the
instances of disputes in payment of compensation between the issuing and
acquiring banks.

- 28 DBR-Master Circular on Customer Service in Banks 2015

Non-adherence to the provisions contained in para 5.12 (a) to (d) shall attract penalty as
prescribed under the Payment and Settlement Systems Act 2007 (Act 51 of 2007).
5.13 Lodging of ATM related Complaints
The following information should be displayed prominently at the ATM locations:(i)

ATM ID may be displayed clearly in the premises to make use of it while making
a complaint / suggestion

(ii)

Information that complaints should be lodged at the branches where customers

maintain accounts to which ATM card is linked

(iii)

Telephone numbers of help desk / contact persons of the ATM owning bank to
lodge complaint / seek assistance

(iv)

Uniform Template (as given in Annexure V) for lodging of complaints relating to

ATM transactions.

To improve the customer service through enhancement of efficiency in ATM operations,

banks are advised to initiate following action:

(i) Message regarding non-availability of cash in ATMs should be displayed before

the transaction is initiated by customer
(ii) Make available forms for lodging the complaints with name and phone number of
the officials with whom they have to be lodged
(iii) Make available sufficient toll-free phone numbers for lodging complaints /
reporting and blocking lost cards and also attend the requests on priority
(iv) Mobile numbers / e-mail IDs of the customers may be registered to send alerts

In case of complaints pertaining to a failed ATM transaction at other bank ATMs, the
customer should lodge a complaint with the card issuing bank even if the transaction
was carried out at another banks ATM.
5.14

Transactions at ATM-Procedural Amendment - Pin Validation for Every

Successive Transaction

The process flow followed for ATM transactions varies from bank to bank. The type of
card readers installed by each ATM vendor also contributes to the variation in the
- 29 DBR-Master Circular on Customer Service in Banks 2015

process flow. Security concerns arise in the case of certain type of card readers which
facilitate multiple transactions without the need for pin validation for every successive
transaction. The possibility of frauds / misuse of cards is very high in a scenario where
the card is inserted in such reader slots, the card holder fails to collect the card after the
transaction is completed and the card is misused. This risk can be eliminated to a great
extent if, for every transaction, the process flow demands pin validation. Hence each
bank may ensure that the process flow is modified to provide for the pin validation for
every transaction, including balance enquiry facilitated through ATM. Further, as an
additional safety measure, banks are advised that the time-out of sessions should be
enabled for all screens / stages of ATM transaction keeping in view the time required for
such functions in normal course.
Non-adherence to the above provisions shall attract penalty as prescribed under the
Payment and Settlement Systems Act 2007 (Act 51 of 2007).
5.15

Security Issues and Risk mitigation measures- Online alerts to the

cardholder for usage of credit/debit cards

Banks were mandated to send online alerts to the cardholders for all Card Not Present
(CNP) transactions for the value of ` 5000/- and above. In view of the incidents of
unauthorized / fraudulent withdrawals at ATMs that came to the notice of RBI, banks
were advised to put in place, latest by June 30, 2011, a system of online alerts for all
types of transactions irrespective of the amount, involving usage of cards at various
channels. This measure is expected to encourage further usage of cards at various
delivery channels. Banks should provide easier methods (like SMS) for the customer to
block his card and get a confirmation to that effect after blocking the card.
5.16 Security Issues and Risk mitigation measures related to Card Not Present
(CNP) transactions
Banks have been mandated to necessarily put in place additional factor of
authentication/validation based on information not visible on the cards for all on-line
Card not Present (CNP) transactions in a phased manner, starting with online
transactions followed by Interactive Voice Response (IVR), Mail Order Telephone
Order(MOTO) and Standing Instructions (SI). In the case of MOTO and SI transactions,
it has been stated that in case of customer complaint regarding issues, if any, arising
- 30 DBR-Master Circular on Customer Service in Banks 2015

out of transactions effected without the additional factor of authentication after the
stipulated date, the issuer bank has to reimburse the loss to the customer further
without demur.
5.17 Securing Electronic Payment Transactions
The electronic modes of payment like RTGS, NEFT and IMPS have emerged as
channel agnostic modes of funds transfer. These have picked up to a large extent
through the internet banking channel and hence it is imperative that such delivery
channels are also safe and secure. Some of the additional measures that need to be
introduced by the banks could be as follows :
(i) Customer induced options may be provided for fixing a cap on the value / mode of
transactions / beneficiaries. In the event of customer wanting to exceed the cap, an
additional authorization may be insisted upon.
(ii) Limit on the number of beneficiaries that may be added in a day per account could
be considered.
(iii) A system of alert may be introduced when a beneficiary is added.
(iv) Banks may put in place mechanism for velocity check on the number of transactions
effected per day / per beneficiary and any suspicious operations should be subjected to
alert within the bank and to the customer.
(v) Introduction of additional factor of authentication (preferably dynamic in nature) for
such payment transactions should be considered.

(vi) The banks may consider implementation of digital signature for large value
payments for all customers, to start with for RTGS transactions.
(vii) Capturing of Internet Protocol (IP) address as an additional validation check should
be considered.

- 31 DBR-Master Circular on Customer Service in Banks 2015

6. Levy of Service Charges

6.1 Fixing service charges by banks
The practice of IBA fixing the benchmark service charges on behalf of member banks
has been done away with and the decision to prescribe service charges has been left to
individual banks. While fixing service charges for various types of services like charges
for cheque collection, etc., banks should ensure that the charges are reasonable and
are not out of line with the average cost of providing these services. Banks should also
take care to ensure that customers with low volume of activities are not penalised.
Banks should make arrangements for working out charges with prior approval of their
Boards of Directors as recommended above and operationalise them in their branches
as early as possible.
6.2 Ensuring Reasonableness of Bank Charges
In order to ensure fair practices in banking services, Reserve Bank of India had
constituted a Working Group to formulate a scheme for ensuring reasonableness of
bank charges and to incorporate the same in the Fair Practices Code, the compliance of
which would be monitored by the Banking Codes and Standards Board of India
(BCSBI). Based on the recommendations of the Group, action required to be taken by
banks is indicated under the column 'action points for banks' in the Annex I to this
circular.
6.3 Home Loans-Levy of fore-closure charges/pre-payment penalty
6.3.1 The Committee on Customer Service in Banks (Chairman: M. Damodaran) had
observed that foreclosure charges levied by banks on prepayment of home loans are
resented upon by home loan borrowers across the board especially since banks were
found to be hesitant in passing on the benefits of lower interest rates to the existing
borrowers in a falling interest rate scenario. As such, foreclosure charges are seen as a
restrictive practice deterring the borrowers from switching over to cheaper available
source.
6.3.2 The removal of foreclosure charges/prepayment penalty on home loans will lead
to reduction in the discrimination between existing and new borrowers and competition
among banks will result in finer pricing of the floating rate home loans. Though many
- 32 DBR-Master Circular on Customer Service in Banks 2015

banks have in the recent past voluntarily abolished pre-payment penalties on floating
rate home loans, there is a need to ensure uniformity across the banking system. It has,
therefore, been decided that banks will not be permitted to charge foreclosure
charges/pre-payment penalties on home loans on floating interest rate basis, with
immediate effect.
6.3.3 As per extant guidelines a fixed rate loan is one where the rate is fixed for entire
duration of the loan. Hence, the Dual Rate/Special Rate home loans sanctioned by
banks cannot be treated as fixed rate loans. In case of Dual Rate/ Special Rate home
loans, the provisions of paragraph 6.3.1 above will be applicable from the date the rate
of interest on the loan becomes floating.
6.4 Levy of Foreclosure Charges / Pre-payment Penalty on Floating Rate Term
Loans
Banks will not be permitted to charge foreclosure charges / pre-payment penalties on all
floating rate term loans sanctioned to individual borrowers.
6.5 RTGS charges for customers
Consequent to the levy of service charges for members under RTGS, banks cannot
charge their customers for outward RTGS remittances beyond the amounts stipulated
below:
RTGS Transaction

Maximum customer charges

Inward Transactions

Free

Outward transactions
` 2 lakh to ` 5 lakh

` 25 + applicable time varying tariff

subject to a maximum of ` 30

Above ` 5 lakh

` 50 + applicable time varying tariff

subject to a maximum of ` 55

6.6 Uniformity in Intersol Charges

With the introduction of Core Banking Solution (CBS), it is expected that customers of
banks would be treated uniformly at any sales or service delivery point. It is, however,
observed that some banks are discriminating against their own customers on the basis
- 33 DBR-Master Circular on Customer Service in Banks 2015

of one branch being designated as the 'home' or 'base' branch where charges are not
levied for products / services and other branches of the same bank being referred to as
'non-home' branches where charges are levied for the same products / services. The
charges generally referred to as 'Intersol' charges, are also not uniform across home /
non-home branches. This practice followed by some banks is contrary to the spirit of the
Reserve Bank's guidelines on reasonableness of bank charges. As 'Intersol' charges
are charges levied by the bank to cover the cost of extending services to customers by
using the CBS / Internet / Intranet platform, the cost should be branch / customer
agnostic in-principle. It is clarified that cash handling charges may not be included under
intersol charges.
Banks are advised to follow a uniform, fair and transparent pricing policy and not
discriminate between their customers at home branch and non-home branches.
Accordingly, if a particular service is provided free at home branch, the same should be
available free at non home branches also. There should be no discrimination as regards
intersol charges between similar transactions done by customers at home branch and
those done at non-home branches.
6.7 Charges for Sending SMS Alerts
Banks are required to put in place a system of online alerts for all types of transactions
irrespective of the amounts involving usage of cards at various channels.
Accordingly, with a view to ensuring reasonableness and equity in the charges levied by
banks for sending SMS alerts to customers, banks are advised to leverage the
technology available with them and the telecom service providers to ensure that such
charges are levied on all customers on actual usage basis.
7. Service at the counters
7.1 Banking hours / working days of bank branches
Banks should normally function for public transactions at least for 4 hours on week days
and 2 hours on Saturdays in the larger interest of public and trading community.
Extension counters, Satellite Offices, one man offices or other special class of branches
may remain open for such shorter hours as may be considered necessary.
- 34 DBR-Master Circular on Customer Service in Banks 2015

7.2 Changes in banking hours

No particular banking hours have been prescribed by law and a bank may fix, after due
notice to its customers, whatever business hours are convenient to it i.e., to work in
double shifts, to observe weekly holiday on a day other than Sunday or to function on
Sundays in addition to the normal working days, subject to observing normal working
hours for public transactions referred to in paragraph above.
In order to safeguard banks' own interest, a bank closing any of its offices on a day
other than a public holiday, will have to give due and sufficient notice to all the parties
concerned who are or are likely to be affected by such closure. Thus, in all the above
cases, it is necessary for a bank to give sufficient notice to the public/its customers of its
intention. What is sufficient or due notice is a question of fact, depending on the
circumstances of each case. It is also necessary to avoid any infringement of any other
relevant local laws such as Shops and Establishment Act, etc.
Further, the provisions, if any, in regard to the banks' obligations, to the staff under the
Industrial Awards / Settlements, should be complied with. Clearing House authority of
the place should also be consulted in this regard.
The banks' branches in rural areas can fix the business hours (i.e. number of hours, as
well as timings) and the weekly holidays to suit local requirements. This may, however,
be done subject to the guidelines given above.
7.3 Commencement / Extension of working hours
Commencement of employees working hours 15 minutes before commencement of
business hours could be made operative by banks at branches in metropolitan and
urban centres. The banks should implement the recommendation taking into account
the provisions of the local Shops and Establishments Act.
The branch managers and other supervising officials should, however, ensure that the
members of the staff are available at their respective counters right from the
commencement of banking hours and throughout the prescribed business hours so that
there may not be any grounds for customers to make complaints.
- 35 DBR-Master Circular on Customer Service in Banks 2015

Banks should ensure that no counter remains unattended during the business hours
and uninterrupted service is rendered to the customers. Further, the banks should
allocate the work in such a way that no Teller counter is closed during the banking
hours at their branches.
All the customers entering the banking hall before the close of business hours should be
attended to.
7.4 Extended business hours for non-cash banking transactions
Banks should extend business hours for banking transactions other than cash, up till
one hour before close of the working hours.
The following non-cash transactions should be undertaken by banks during the
extended hours, i.e., up to one hour before the close of working hours:
(a) Non-voucher generating transactions :
(i) Issue of pass books/statement of accounts;
(ii) Issue of cheque books ;
(iii) Delivery of term deposit receipts/drafts;
(iv) Acceptance of share application forms;
(v) Acceptance of clearing cheques;
(vi) Acceptance of bills for collection.
(b) Voucher generating transactions:
(i) Issue of term deposit receipts;
(ii) Acceptance of cheques for locker rent due;
(iii) Issue of travellers cheques;
(iv) Issue of gift cheques;
(v) Acceptance of individual cheques for transfer credit.
Such non-cash transactions to be done during the extended business hours should be
notified adequately for information of the customers.

- 36 DBR-Master Circular on Customer Service in Banks 2015

Banks can have evening counters at the premises of existing branches in

urban/metropolitan centres for providing facilities to the public beyond the normal hours
of business so as to bring about improvement in customer service. It is necessary that
in such cases the transactions conducted during such extended hours of business are
merged with the main accounts of the branch where it is decided to provide the
aforesaid facilities.
The concerned banks should give to their constituents due notice about the functions to
be undertaken during the extended banking hours through local newspapers, as also by
displaying a notice on the notice board at the branch(es) concerned. Further, as and
when the hours of business of any of the branches are extended, the concerned
clearing house should be informed.
8. Guidance to customers and Disclosure of Information
8.1 Assistance/guidance to customers
All branches, except very small branches should have Enquiry or May I Help You
counters either exclusively or combined with other duties, located near the entry point of
the banking hall.
8.2 Display of time norms
Time norms for specialised business transactions should be displayed predominantly in
the banking hall.
8.3 Display of information by banks
Comprehensive Notice Board
The display of information by banks in their branches is one of the modes of imparting
financial education. This display enables customers to take informed decision regarding
products and services of the bank and be aware of their rights as also the obligations of
the banks to provide certain essential services. It also disseminates information on
public grievance redressal mechanism and enhances the quality of customer service in
banks and improves the level of customer satisfaction.
Further, in order to promote transparency in the operations of banks, various
instructions have been given by RBI to banks towards display of various key aspects
- 37 DBR-Master Circular on Customer Service in Banks 2015

such as service charges, interest rates, services offered, product information, time
norms for various banking transactions and grievance redressal mechanism. However,
during the course of inspection/visits to bank branches by RBI, it was observed that
many banks were not displaying the required information due to space constraints, lack
of standardization of the instructions, etc.
Keeping in view the need for maintaining a good ambience at the branches as also
space constraints, an Internal Working Group in RBI

revisited all

the

existing

instructions relating to display boards by commercial banks so as to rationalize them.

Based on the recommendations of the Working Group, the following instructions were
issued to banks:
8.3.1 Notice Boards
The Group felt that rationalization of the existing instructions could be best achieved if
the instructions were clubbed on certain categories such as customer service
information', 'service charges', 'grievance redressal' and 'others'. At the same time, the
Group felt that there may not be any need to place detailed information in the Notice
Board and only the important aspects or 'indicators' to the information be placed.
Accordingly, the existing mandatory instructions have been broadly grouped into four
categories mentioned above and given in a Comprehensive Notice Board which has
been formulated by the above Group. The format of the Comprehensive Notice Board
is given in the Annex - II. The minimum size of the Board may be 2 feet by 2 feet as
Board of such a size would facilitate comfortable viewing from a distance of 3 to 5
meters. Banks are advised to display the information in the Notice Boards of their
Branches as per the format given for the Comprehensive Notice Board.
While displaying the information in the notice board, banks may also adhere to the
following principles:
(a)

The notice board may be updated on a periodical basis and the board
should indicate the date up to which the board was updated (incorporated in the
display board)

(b)

Though the pattern, colour and design of the board is left to the

discretion of

the banks, yet the display must be simple and readable.

- 38 DBR-Master Circular on Customer Service in Banks 2015

(c)

The language requirements (i.e., bilingual in Hindi speaking states and trilingual
in other states) may be taken into account.

(d)

The notice board shall specifically indicate wherever recent changes have been
done. For instance, if there is a recent change in the SSI loan products offered
by the bank, the information on the SSI loan products may be displayed as 'We
offer SSI loans/products ( changed on .).

(e)

The notice board may also indicate a list of items on which detailed
information is available in booklet form.

Further, in addition to the above Board, the banks should also display details such as
Name of the bank / branch, Working Days, Working Hours and Weekly Off-days'
outside the branch premises.
8.3.2 Booklets/Brochures:
The detailed information as indicated in Para (E) of Annex II may be made available in
various booklets / brochures as decided by the bank. These booklets / brochures may
be kept in a separate file / folder in the form of replaceable pages so as to facilitate
copying and updation. In this connection, banks may also adhere to the following broad
guidelines:

The file / folder may be kept at the customer lobby in the branch or at the
May I Help You counter or at a place that is frequented by most of the
customers.

The language requirements (i.e. bilingual in Hindi speaking states and

trilingual in other states) may be taken into account.

While printing the booklets it may be ensured that the font size is minimum
Arial 10 so that the customers are able to easily read the same.

Copies of booklets may be made available to the customers on request.

8.3.3 Website
The detailed information as indicated in Para (E) of Annex II may also be made
available on the banks web-site. Banks should adhere to the broad guidelines relating
to dating of material, legibility, etc., while placing the same on their websites. In this
context, banks are also advised to ensure that the customers are able to easily access
- 39 DBR-Master Circular on Customer Service in Banks 2015

the relevant information from the Home Page of the banks web-sites. Further, there are
certain information relating to service charges and fee and grievance redressal that are
to be posted compulsorily on the websites of the bank. Reserve Bank is providing a link
to the websites of banks so that customers can also have access to the information
through RBIs website.

8.3.4 Other modes of display

Banks may also consider displaying all the information that has to be given in the
booklet form in the touch screen by placing them in the information kiosks. Scroll Bars,
Tag Boards are other options available. The above broad guidelines may be adhered to
while displaying information using these modes.

8.3.5 Other issues

Banks are free to decide on their promotional and product information displays.
However, the mandatory displays may not be obstructed in anyway. As customer
interest and financial education are sought to be achieved by the mandatory display
requirements, they should also be given priority over the other display boards.
Information relating to Government sponsored schemes as applicable location-wise
may be displayed according to their applicability.
8.4 Display of information relating to
Interest Rates and Service Charges
Rates at a quick glance
A format has been devised by Reserve Bank for display of information relating to
interest rates and service charges which would enable the customer to obtain the
desired information at a quick glance. The format is given in Annex III. Banks are
advised to display the information as per the format given in Annex III on their websites. Banks are however free to modify the format to suit their requirements, without
impairing the basic structure or curtailing the scope of disclosures.
Banks may also ensure that only latest updated information in the above format is
placed on their web-sites and the same is easily accessible from the Home Page of
their web-sites.
- 40 DBR-Master Circular on Customer Service in Banks 2015

8.5 Display of information by banks

In order to enhance transparency in pricing of credit, based on the recommendations of
Working Group on Pricing of Credit, banks are advised to adhere to the following
additional instructions with effect from April 1, 2015:
(a) Website:
i.

Banks should display on their website the interest rate range of contracted loans
for the past quarter for different categories of advances granted to individual
borrowers along with mean interest rates for such loans.

ii.

The total fees and charges applicable on various types of loans to individual
borrower should be disclosed at the time of processing of loan as well as
displayed on the website of banks for transparency and comparability and to
facilitate informed decision making by customers.

iii.

Banks should publish Annual Percentage Rate (APR) or such similar other
arrangement of representing the total cost of credit on a loan to an individual
borrower on their websites so as to allow customers to compare the costs
associated with borrowing across products and/ or lenders.

(b) Key Statement/ Fact Sheet:

Banks should provide a clear, concise, one page key fact statement/fact sheet, as per
prescribed format in Annex IX, to all individual borrowers at every stage of the loan
processing as well as in case of any change in any terms and conditions. The same
may also be included as a summary box to be displayed in the credit agreement.
8.6 Disclosure of Information by banks in the public domain
Disclosure of information on products and services on websites is found to be an
effective channel for reaching out to customers and the public at large. Such disclosures
increase transparency in operations and also help to create awareness among
customers about the products and services offered by banks. Some of the details, which
could be at the minimum, be made available for public viewing through websites of
banks are listed below:-

- 41 DBR-Master Circular on Customer Service in Banks 2015

I. Policy / Guidelines
(i)

Citizen's Charter

(ii) Deposit Policy

(iii) Deceased Depositors Policy along with Nomination Rules
(iv) Cheque Collection Policy
(v) Fair Practices Code for Lenders
(vi) Fair Practices Code for Self- Regulation of Credit Card
Business
(vii) Code of Conduct for Direct Selling Agents
(viii) Code for Collection of Dues and Repossession of Security
II. Complaints
(i)

Grievance Redressal Mechanism

(ii)

Information relating to Banking Ombudsmen

(iii)

Information relating to Customer Service Centres (for Public Sector

Banks)

III. Opening of Accounts

(i)

Account Opening Forms

(ii)

Terms and Conditions

(iii)

Service Charges for various types of services Should cover

typical common services including courier charges What
services are available without any charges.

(iv)

Interest rates on Deposits

(v)

Minimum balances along with corresponding facilities

offered.

IV. Loans and Advances

(i) Application forms relating to loans and advances
(ii) Copy of blank agreement to be executed by the borrower
(iii) Terms and Conditions
(iv) Processing fee and other charges
(v) Interest rates on Loans and Advances

- 42 DBR-Master Circular on Customer Service in Banks 2015

V. Branches
(i) Details of branches along with addresses and telephone numbers
(with search engine for queries relating to branch location)
(ii) Details of ATMs along with addresses

8.7 Display of Timelines for Credit Decisions

Banks should clearly delineate the procedure for disposal of loan proposals, with
appropriate timelines, and institute a suitable monitoring mechanism for reviewing
applications pending beyond the specified period. There should not, however, be any
compromise on due diligence requirements. Banks may also make suitable disclosures
on the timelines for conveying credit decisions through their websites, notice-boards,
product literature, etc.
9. Operation of Accounts by Old & Incapacitated Persons
9.1 Facility to sick/old/incapacitated non-pension account holders
The facilities offered to pension account holders should be extended to the non-pension
account holders also who are sick / old / incapacitated and are not willing to open and
operate joint accounts.
9.2 Types of sick / old / incapacitated account holders
The cases of sick / old / incapacitated account holders fall into following categories:
(a) An account holder who is too ill to sign a cheque / cannot be physically present in
the bank to withdraw money from his bank account but can put his/her thumb
impression on the cheque/withdrawal form;
(b) An account holder who is not only unable to be physically present in the bank but is
also not even able to put his/her thumb impression on the cheque/withdrawal form due
to certain physical incapacity.
9.3 Operational Procedure
With a view to enabling the old / sick account holders operate their bank accounts,
banks may follow the procedure as under:- 43 DBR-Master Circular on Customer Service in Banks 2015

(a)

Wherever thumb or toe impression of the sick/old/incapacitated account holder

is obtained, it should be identified by two independent witnesses known to the bank,

one of whom should be a responsible bank official.
(b)

Where the customer cannot even put his / her thumb impression and also would

not be able to be physically present in the bank, a mark can be obtained on the cheque
/ withdrawal form which should be identified by two independent witnesses, one of
whom should be a responsible bank official.
(c)

The customer may also be asked to indicate to the bank as to who would

withdraw the amount from the bank on the basis of cheque / withdrawal form as
obtained above and that person should be identified by two independent witnesses. The
person who would be actually drawing the money from the bank should be asked to
furnish his signature to the bank.
9.4 Opinion of IBA in case of a person who can not sign due to loss of both hands
Opinion obtained by the Indian Banks Association from their consultant on the question
of opening of a bank account of a person who has lost both his hands and could not
sign the cheque / withdrawal form is as under :
In terms of the General Clauses Act, the term Sign with its grammatical variations and
cognate expressions, shall with reference to a person who is unable to write his name,
include mark with its grammatical variations and cognate expressions. The Supreme
Court has held in AIR 1950 Supreme Court, 265 that there must be physical contact
between the person who is to sign and the signature can be by means of a mark. This
mark can be placed by the person in any manner. It could be the toe impression, as
suggested. It can be by means of mark which anybody can put on behalf of the person
who has to sign, the mark being put by an instrument which has had a physical contact
with the person who has to sign.

- 44 DBR-Master Circular on Customer Service in Banks 2015

10. Providing bank facilities to persons with disabilities

10.1 Guidelines framed by IBA based on the judgment of
Chief Commissioner for Persons with Disabilities
Indian Banks' Association has framed operational guidelines for implementation of its
member banks on providing banking facilities to persons with disabilities. Banks should
adopt / follow the operational guidelines meticulously.
10.2 Need for Bank Branches / ATMs to be made
accessible to persons with disabilities
Banks are advised to take necessary steps to provide all existing ATMs / future
ATMs with ramps so that wheel chair users / persons with disabilities can easily
access them. Care may also be taken to make arrangements in such a way that the
height of the ATMs does not create an impediment in their use by wheelchair users.
However, in cases where it is impracticable to provide such ramp facilities, whether
permanently fixed to earth or otherwise, this requirement may be dispensed with, for
reasons recorded and displayed in branches or ATMs concerned.
Banks are also to take appropriate steps, including providing of ramps at the entrance of
the bank branches, wherever feasible, so that the persons with disabilities/wheel chair
users can enter bank branches and conduct business without difficulty. Banks are
advised to report the progress made in this regard periodically to their respective
Customer Service Committee of the Board and ensure compliance.
10.3 Providing banking facilities to Visually Impaired Persons
In order to facilitate access to banking facilities by visually challenged persons, banks
are advised to offer banking facilities including cheque book facility / operation of ATM /
locker, etc., to the visually challenged as they are legally competent to contract.
In the Case No. 2791/2003, the Honourable Court of Chief Commissioner for Persons
with Disabilities had passed Orders dated September 5, 2005 which was forwarded by
IBA to all the member banks vide their circular letter dated October 20, 2005. In the
above Order, the Honorable Court has instructed that banks should offer all the banking

- 45 DBR-Master Circular on Customer Service in Banks 2015

facilities including cheque book facility, ATM facility and locker facility to the visually
challenged and also assist them in withdrawal of cash.
Further, in Paragraph 14 of the above Order, the Honorable Court has observed that
visually impaired persons cannot be denied the facility of cheque book, locker and ATM
on the possibility of risk in operating / using the said facility, as the element of risk is
involved in case of other customers as well.
Banks should therefore ensure that all the banking facilities such as cheque book
facility including third party cheques, ATM facility, Net banking facility, locker
facility, retail loans, credit cards etc., are invariably offered to the visually
challenged without any discrimination.
Banks may also advise their branches to render all possible assistance to the visually
challenged for availing the various banking facilities.
10.3.1 Talking ATMs with Braille keypads to facilitate
use by persons with visual impairment
Banks should make all new ATMs installed from July 1, 2014 as talking ATMs with
Braille keypads. Banks should lay down a road map for converting all existing ATMs as
talking ATMs with Braille keypads and the same may be reviewed from time to time by
the Customer Service Committee of the Board.
In addition to the above, magnifying glasses should also be provided in all bank
branches for the use of persons with low vision, wherever they require for carrying out
banking transactions with ease. The branches should display at a prominent place
notice about the availability of magnifying glasses and other facilities available for
persons with disabilities.
11. Guidelines for the purpose of opening/ operating bank accounts of Persons
with Autism, Cerebral Palsy, Mental Retardation, Mental Illness and Mental
Disabilities
The following guidelines would be applicable for the purpose of opening / operating
bank accounts of the above persons:

- 46 DBR-Master Circular on Customer Service in Banks 2015

i.

The Mental Health Act, 1987 provides a law relating to the treatment and care of
mentally ill persons and to make better provision with respect to their property
and affairs. According to the said Act, mentally ill person means a person who
is in need of treatment by reason of any mental disorder other than mental
retardation. Sections 53 and 54 of this Act provide for the appointment of
guardians for mentally ill persons and in certain cases, managers in respect of
their property. The prescribed appointing authorities are the district courts and
collectors of districts under the Mental Health Act, 1987.

ii.

The National Trust for Welfare of Persons with Autism, Cerebral Palsy, Mental
Retardation and Multiple Disabilities Act, 1999 provides a law relating to certain
specified disabilities. Clause (j) of Section 2 of that Act defines a person with
disability to mean a person suffering from any of the conditions relating to
autism, cerebral palsy, mental retardation or a combination of any two or more of
such conditions and includes a person suffering from severe multiple disabilities.
This Act empowers a Local Level Committee to appoint a guardian, to a person
with disabilities, who shall have the care of the person and property of the
disabled person.

iii.

Banks are advised to take note of the legal position stated above and may rely
on and be guided by the orders/certificates issued by the competent authority,
under the respective Acts, appointing guardians/managers for the purposes of
opening/operating bank accounts. In case of doubt, care may be taken to obtain
proper legal advice.

Banks may also ensure that their branches give proper guidance to their customers so
that the guardians/managers of the disabled persons do not face any difficulties in this
regard.
11.1 Display of information regarding Local Level Committees set up
under the National Trust for the Welfare of Persons with Autism,
Cerebral Palsy, Mental Retardation and Multiple Disabilities Act,
1999
In a case which came up before the High Court of Delhi, the Honorable Court had
directed that all banks should ensure that their branches display in a conspicuous place
(i) essential details about the facilities under the enactment (Mental Disabilities Act); (ii)
- 47 DBR-Master Circular on Customer Service in Banks 2015

the fact that the parties can approach the Local Level Committees, for the purpose of
issuance of the certificate and that the certificate issued under the Mental Disabilities
Act is acceptable; and (iii) the details of the Local Level Committees in that area. The
Court had further directed that the information shall be displayed in the local language
and English / Hindi (or both). Banks are advised to strictly comply with the above orders
of the Court.
12. Remittance
12.1 Remittance of Funds for Value ` 50,000/- and above
Banks should ensure that any remittance of funds by way of demand drafts/mail
transfers / telegraphic transfers or any other mode and issue of travellers cheques for
value of 50,000/- and above is effected only by debit to the customers account or
against cheques or other instruments tendered by the purchaser and not against cash
payment . These instructions are extended to retail sale of gold/silver/platinum. In the
current scenario, where the integrity of the financial system in general and the banking
channels in particular is of paramount importance, breach of these guidelines is a
matter of serious regulatory concern in view of the wide ranging ramifications. Any
violation of these instructions will be viewed seriously.
12.2 Demand Drafts
12.2.1 Issue of Demand Drafts
Measures seeking to bring down the incidence of frauds perpetrated through bank
drafts should be built into the draft form itself. Necessary changes in system and
procedures to speed up issue and payment of drafts should be taken.
Banks should ensure that demand drafts of ` 20,000/- and above are issued invariably
with account payee crossing.
All superscriptions about validity of the demand draft should be provided at the top of
the draft form. A draft should be uniformly valid for a period of three months and
procedure for revalidation after three months should be simplified.
Banks should ensure that drafts of small amounts are issued by their branches against
cash to all customers irrespective of the fact whether they are having accounts with the
- 48 DBR-Master Circular on Customer Service in Banks 2015

banks or not. Bank's counter staff should not refuse to accept small denomination notes
from the customers (or non customers for issuance of the drafts).

12.2.2 Encashment of drafts

The banks should ensure that drafts drawn on their branches are paid immediately.
Payment of draft should not be refused for the only reason that relative advice has not
been received.
12.2.3 Issue of Duplicate Demand Draft
Duplicate draft, in lieu of lost draft, up to and including ` 5,000/- may be issued to the
purchaser on the basis of adequate indemnity and without insistence on seeking non
payment advice from drawee office irrespective of the legal position obtaining in this
regard.
Banks should issue duplicate Demand Draft to the customer within a fortnight from the
receipt of such request. Further, for the delay beyond this stipulated period, banks were
advised to pay interest at the rate applicable for fixed deposit of corresponding maturity
in order to compensate the customer for such delay. The period of fortnight prescribed
would be applicable only in cases where the request for duplicate demand draft is made
by the purchaser or the beneficiary and would not be applicable in the case of third
party endorsements.
Some doubts were raised regarding the term "customer" used above and whether it
would include only purchaser / beneficiary or also include any holder of the instrument
other than the purchaser or the beneficiary. It is clarified that the above instructions
would be applicable only in cases where the request for duplicate demand draft is made
by the purchaser or the beneficiary and would not be applicable in the case of draft
endorsed to third parties.
12.3 Remittance through electronic mode
In case of remittance through electronic funds transfer, originating banks should provide
the option to the customer to choose between RTGS system and NEFT system at the
time of initiation of the funds transfer. The option should be made available to all the
- 49 DBR-Master Circular on Customer Service in Banks 2015

customers who may originate remittance either at the branch or through internet or any
other means. The funds are to be transferred necessarily through the option chosen by
the customer. Further, banks should allow the customers to choose NEFT also as one
of the electronic modes of making payment towards loan EMIs / repayments, etc.
12.3.1 Providing Positive Confirmation to the Originator
All banks should put in place appropriate mechanism to ensure positive confirmation is
sent to the remittance originator confirming the successful credit of funds to the
beneficiarys account when funds are transferred through NEFT. While it is expected
that such confirmation messages are sent as soon as the beneficiary account is
credited, it should not exceed beyond end-of the-day under any circumstance.
12.3.2 Payment of penal interest for delayed credit /refunds of NEFT transactions
In case of delay in crediting the beneficiary customers account or in returning the
uncredited amount to the remitter in case of NEFT, banks should pay penal interest.
Under the extant guidelines, banks are required to pay penal interest at the current RBI
LAF Repo Rate plus two percent for the period of delay / till the date of refund as the
case may be to the affected customers suo moto, without waiting for claim from
customers.
Under the NEFT Procedural Guidelines, banks are required to establish dedicated
Customer Facilitation Centres (CFCs) to handle customer queries/complaints regarding
NEFT transactions. The contact details of CFCs are available on websites of banks as
well as the website of RBI for easy availability to the customers. Further, banks have to
keep the contact details of their CFCs, set up to handle customer queries / complaints
regarding NEFT transactions, updated at all times. Changes, if any, should be advised
by banks immediately to the National Clearing Cell, Nariman Point, RBI for updating the
central directory placed on RBI website. Banks should also ensure that calls made / emails sent to CFCs are promptly attended to and sufficient resources are dedicated for
the same.

- 50 DBR-Master Circular on Customer Service in Banks 2015

12.3.3 National / Regional Electronic Clearing Service (NECS / RECS) Extension

of service to remaining branches
With a view to extend both NECS and RECS facility to the customers of all bank
branches, the participating banks are advised to make efforts in bringing all their
branches under NECS/RECS.
12.3.4. National Electronic Funds Transfer (NEFT) Requirement of Indian
Financial System Code (IFSC) in transactions

To facilitate electronic modes of remittance and enhancing customer service at

branches for NEFT transactions, the participating banks are advised that staff should
provide customers with necessary assistance in filling out the details as required in the
NEFT application form, including ensuring that beneficiary account details etc. are duly
filled in.

12.3.5 National Electronic Funds Transfer (NEFT) System - Rationalisation of

customer charges

Maximum Customer charges that can be levied by the banks for NEFT
transactions are as under:

Value Band
Amounts up to `10,000/Amounts from ` 10,001/to ` 1 lakh
Amounts above ` 1 lakh
up to ` 2 lakh
Amounts above ` 2 lakh

Maximum Charges
(exclusive of service tax)
` 2.50/` 5/` 15/` 25/-

12.3.6 NEFT - Customer Service and Charges - Adherence to Procedural

Guidelines and Circulars
With a view to minimizing instances of customer complaints, all participant banks (both
direct as well as sub-members), are advised to ensure adherence to extant instructions
as under:
- 51 DBR-Master Circular on Customer Service in Banks 2015

NEFT application forms with proper instructions are made available at all branches.

The charges levied on customers for inter-bank NEFT transactions at both branch
locations and Customer Service Point (CSP)/Business Correspondent (BC) /agent
locations are at par.

The extant charges applicable on NEFT transactions should be displayed at all

branches / locations of the bank where NEFT transactions can be conducted.

A printed charges card in appropriate vernacular language should invariably be

carried by agents / business correspondents of the banks.

Positive confirmation of credit to beneficiary account is invariably sent for all inward
transactions received by the bank.

Banks originating the NEFT transactions should ensure that the positive confirmation
is relayed to all remitting customers, including walk-in customers who provide their
mobile number / e-mail id.

Intimation of failed / returned transactions should also be brought to the notice of the
remitting customer and funds credited to the account immediately / returned to the
remitter at the earliest.

In case of delayed credits or delayed returns, the penal interest as applicable is paid
suo-moto to the customer. Even in the case of back-dating or value-dating such
delayed transactions, banks should pay the penal interest for the delayed period.

12.4 Mobile banking transaction limits

The transaction limit of ` 50,000/- per customer per day has been done away with for
mobile banking transactions. However, banks may place per transaction limits based on
their own risk perception with the approval of its Board.
12.5 Domestic Money Transfer relaxations
In order to enable migrant population, who do not have access to formal banking
channel for want of proof of identity/address and to give impetus to the process of

- 52 DBR-Master Circular on Customer Service in Banks 2015

financial inclusion, banks have been permitted to put in place three schemes for person
to person (P2P) fund transfers
(a) Cash Pay-out scheme which facilitates transfer of funds from the accounts of their
customers to beneficiaries not having bank accounts through the use of ATMs, BCs etc.
upto ` 10,000 per transaction subject to a monthly cap of ` 25,000 with full details of the
beneficiary.
(b) Cash Pay-in scheme where a walk-in / non-account holding customer can transfer
funds to a bank account of a beneficiary etc. upto ` 5000 per transaction with a monthly
cap of ` 25,000 with minimum details of the remitter.
(c) Card-to-Card transfers upto ` 5000 per transaction subject to a monthly cap of
` 25,000.
13. Cheque Drop Box Facility
Both the drop box facility and the facility for acknowledgement of the cheques at regular
collection counters should be available to the customers and no branch should refuse to
give an acknowledgement if the customer tenders the cheques at the counters.
Banks should ensure that customers are not compelled to drop the cheques in the dropbox. Further, in the context of customer awareness in this regard, banks should
invariably display on the cheque drop-box itself that "Customers can also tender the
cheques at the counter and obtain acknowledgment on the pay-in-slips". The
above message is required to be displayed in English, Hindi and the concerned regional
language of the State.
Banks are also advised to make absolutely fool proof arrangements accounting for the
number of instruments each time the box is opened so that there are no disputes and
the customers interests are not compromised.
14. Collection of instruments
14.1 Formulating Cheque Collection Policies
In most countries banks are obliged to develop their own individual policy / procedures
relating to collection of cheques and also provide due disclosures to the customers on
the bank's obligations and the customers' rights. Due to the technological progress in
- 53 DBR-Master Circular on Customer Service in Banks 2015

payment and settlement systems and the qualitative changes in operational systems
and processes that have been undertaken by a number of banks, it is observed that
prescription of a single set of rules may not be appropriate. Hence, efficiencies in
collection of proceeds and providing funds to customers in time are best achieved
through a spirit of competition among the banks rather than through issuance of
guidelines by RBI.
Keeping in view the above, earlier instructions issued regarding immediate credit of
local /outstation cheques, time frame for collection of local/outstation instruments and
interest payment for delayed collection have been withdrawn by Reserve Bank leaving
it to the individual banks to formulate policies in this regard.
Broadly, the policy should include instructions on the following:

Immediate Credit for Local / Outstation cheques

Time frame for Collection of Local / Outstation Instruments

Interest payment for delayed collection

Banks have been

advised to reframe their Cheque Collection Policies to include

compensation payable for the delay in the collection of local cheques as well. In case,
no rate is specified in the CCP for delay in realisation of local cheques, compensation at
savings bank interest rate should be paid for the corresponding period of delay.

With a view to encouraging faster migration to CTS-2010 standard cheques, banks are
advised that non CTS-2010 standard instruments will be cleared at less frequent
intervals in the CTS clearing centres. Banks may educate and notify their customers of
the likely delay in realisation of non-CTS-2010 standard instruments in view of the
arrangement for clearing of such instruments at less frequent intervals. Banks Cheque
Collection Policies (CCPs) may also be modified suitably to reflect this change. They
may also put in place appropriate arrangement for handling customer complaints, if any,
arising out of this new arrangement.
14.1.1 Broad Principles
(i)

Banks should formulate a comprehensive and transparent policy covering all the

above three aspects, taking into account their technological capabilities, systems and
- 54 DBR-Master Circular on Customer Service in Banks 2015

processes adopted for clearing arrangements and other internal arrangements for
collection through correspondents.
(ii)

Further, they may also review their existing arrangements and capabilities and

work out a scheme for reduction in collection period.

(iii)

Adequate care also may be taken to ensure that the interests of the small

depositors are fully protected.

(iv)

The policy framed in this regard should be integrated with the deposit policy

formulated by the bank in line with the IBA's model deposit policy.
(v)

The policy should clearly lay down the liability of the banks by way of interest

payments due to delays for non-compliance with the standards set by the banks
themselves.
(vi)

Compensation by way of interest payment, where necessary, should be made

without any claim from the customer.

The policy should be placed before the Board of the Bank along with Reserve Bank's
earlier instructions as indicated in paragraph 3.2 and the Board's specific approval
should be obtained on the reasonableness of the policy and the compliance with the
spirit of our guidelines.
14.1.2 Delays in Cheque Clearing - Case No. 82 of 2006 before
National Consumer Disputes Redressal Commission
Banks are advised to comply with the final order on 'timeframe for collection of
outstation cheques' passed by the National Consumer Disputes Redressal Commission
in case no. 82 of 2006. Further, banks are advised as under:
(i) Banks shall reframe their Cheque Collection Policies (CCPs) covering local and
outstation cheque collection as per the timeframe prescribed by the Commission.
(ii) For local cheques, credit and debit shall be given on the same day or at the most the
next day of their presentation in clearing. Ideally, in respect of local clearing, banks shall
permit usage of the shadow credit afforded to the customer accounts immediately after
- 55 DBR-Master Circular on Customer Service in Banks 2015

closure of relative return clearing and in any case withdrawal shall be allowed on the
same day or maximum within an hour of commencement of business on the next
working day, subject to usual safeguards.
(iii) Timeframe for collection of cheques drawn on State Capitals / major cities / other
locations to be 7/10/14 days respectively. If there is any delay in collection beyond this
period, interest at the rate specified in the CCP of the bank, shall be paid. In case the
rate is not specified in the CCP, the applicable rate shall be the interest rate on Fixed
Deposits for the corresponding maturity. The timeframe for collection specified by the
Commission shall be treated as outer limit and credit shall be afforded if the process
gets completed earlier.
(iv) Banks shall not decline to accept outstation cheques deposited by its customers for
collection.
(v) Banks shall give wide publicity to the CCP by prominently displaying salient features
thereof in bold and visible letters on the notice board at their branches.

(vi) A copy of the complete CCP shall be made available by the branch manager, if the
customers require so.
14.1.3

Collection of Account Payee Cheque - Prohibition on Crediting

Proceeds to Third Party Account

a) In consonance with the legal requirements and in particular, the intent of the
Negotiable Instruments Act, 1881 and with a view to protect the banks being burdened
with liabilities arising out of unauthorized collections, and in the interest of the integrity
and soundness of the payment and banking systems, and in order to prevent
recurrence of deviations observed in the recent past, the Reserve Bank has considered
it necessary to prohibit the banks from crediting 'account payee' cheque to the account
of any person other than the payee named therein. Accordingly, banks were directed
that they should not collect account payee cheques for any person other than the payee
constituent.
Where the drawer / payee instructs the bank to credit the proceeds of collection to any
account other than that of the payee, the instruction being contrary to the intended
- 56 DBR-Master Circular on Customer Service in Banks 2015

inherent character of the 'account payee' cheque, bank should ask the drawer / payee
to have the cheque or the account payee mandate thereon withdrawn by the drawer.
This instruction would also apply with respect to the cheque drawn by a bank payable to
another bank.

b) In order to facilitate collection of cheques from a payment system angle, account

payee cheques deposited with the sub-member for credit to their customers' account
can be collected by the member bank (referred to as the sponsor member) of the
Clearing House. Under such arrangements, there should be clear undertaking to the
effect that the proceeds of the account payee cheque will be credited to the payee's
account only, upon realization.
c) With a view to mitigate the difficulties faced by the members of co-operative credit
societies in collection of account payee cheques, it is further clarified that collecting
banks may consider collecting account payee cheques drawn for an amount not
exceeding ` 50,000/- to the account of their customers who are co-operative credit
societies, if the payees of such cheques are the constituents of such co-operative credit
societies. While collecting the cheques as aforesaid, banks should have a clear
representation in writing given by the co-operative credit societies concerned that, upon
realization, the proceeds of the cheques will be credited only to the account of the
member of the co-operative credit society who is the payee named in the cheque. This
shall, however, be subject to the fulfillment of the requirements of the provisions of
Negotiable Instruments Act, 1881, including Section 131 thereof.
d) Banks may note that the above instructions shall also extend to drafts, pay orders
and bankers cheque.
14.1.4 Payment of Cheques/Drafts/Pay Orders/Bankers Cheques
With effect from April 1, 2012, banks should not make payment of cheques/drafts/pay
orders/bankers cheques bearing that date or any subsequent date, if they are
presented beyond the period of three months from the date of such instrument. Banks
should ensure strict compliance of these directions and notify the holders of such
instruments of the change in practice by printing or stamping on the cheque leaves,
drafts, pay orders and bankers cheques issued on or after April 1, 2012, by issuing
- 57 DBR-Master Circular on Customer Service in Banks 2015

suitable instruction for presentment within the period of three months from the date of
the instrument.

14.2 Cheques / Instruments lost in transit / in clearing process /

at paying bank's branch
Banks are advised to follow the following guidelines regarding cheques lost in transit : (i)

In respect of cheques lost in transit or in the clearing process or at the paying

bank's branch, the bank should immediately bring the same to the notice of the
accountholder so that accountholder can inform the drawer to record stop payment and
can also take care that other cheques issued by him are not dishonoured due to noncredit of the amount of the lost cheques / instruments.
(ii)

The onus of such loss lies with the collecting banker and not the accountholder.

(iii)

The banks should reimburse the accountholder related expenses for obtaining

duplicate instruments and also interest for reasonable delays occurred in obtaining the
same.
(iv)

If the cheque / instrument has been lost at the paying bank's branch, the

collecting banker should have a right to recover the amount reimbursed to the customer
for the loss of the cheque / instrument from the paying banker.
Banks are advised to incorporate the above guidelines in their Cheque Collection
Policies.

14.3 Bills for collection

Bills for collection including bills discounted required to be collected through another
bank at the realising centre should be forwarded directly by the forwarding office to the
realising office.
14.3.1 Payment of interest for Delays in collection of bills
The lodger's bank should pay interest to the lodger for the delayed period in respect of
collection of bills at the rate of 2% p.a. above the rate of interest payable on balances of
Savings Bank accounts. The delayed period should be reckoned after making
allowance for normal transit period based upon a time frame of 2 days each for (i)
- 58 DBR-Master Circular on Customer Service in Banks 2015

Despatch of bills; (ii) Presentation of bills of drawees (iii) Remittance of proceeds to the
lodger's bank (iv) Crediting the proceeds to drawer's account.
To the extent the delay is attributing to the drawee's bank, the lodger's bank may
recover interest for such delay from that bank. The banks may suitably revise the format
of their payment advices to incorporate the above information.

14.3.2 Delay in Re-presentation of Technical Return Cheques and Levy of

Charges for such Returns:
Banks have been advised to levy cheque return charges only in cases where the
customer is at fault and is responsible for such returns. The illustrative, but not
exhaustive, list of returns, where the customers are not at fault are indicated in the
Annex VI. In cases where the cheques need to be re-presented without any recourse to
the payee, such re-presentation should be made in the immediate next presentation
clearing not later than 24 hours(excluding holidays) with due notification to the
customers of such representation through SMS alert, email etc.
15. Dishonour of Cheques Procedure thereof
15.1 Returning dishonoured cheques
(i) Banks are required to implement the recommendation of the Goiporia Committee that
dishonoured instruments are returned / despatched to the customer promptly without
delay, in any case within 24 hours.
(ii) Pursuant to the investigation by the Joint Parliamentary Committee (JPC) into the
Stock Market Scam, the JPC has recommended (in paragraph 5.214 of its report) that
"specific guidelines need to be issued by the Reserve Bank to all banks regarding the
procedure to be followed by them in respect of dishonoured cheques from Stock
Exchanges."

In the light of aforesaid recommendations of the JPC, the extant

instructions relating to return of all dishonoured cheques have been reviewed.

(iii) It is understood that banks are already following the appropriate procedure keeping
in view the above instructions to deal with the dishonour of cheques. However, it is
considered necessary to streamline the procedure to be followed by all banks in this
behalf. It is therefore suggested that in addition to the existing instruction in respect of
- 59 DBR-Master Circular on Customer Service in Banks 2015

dishonoured instruments for want of funds, banks may follow the additional instructions
laid down in paragraph 15.2 below which could cover all cheques dishonoured on
account of insufficient funds and not only those relating to settlement transactions of
Stock Exchanges.

15.2 Procedure for return/ despatch of dishonoured cheques

(i) The paying bank should return dishonoured cheques presented through clearing
houses strictly as per the return discipline prescribed for respective clearing house in
terms of Uniform Regulations And Rules for Bankers' Clearing Houses. The collecting
bank on receipt of such dishonoured cheques should despatch it immediately to the
payees / holders.
(ii) In relation to cheques presented direct to the paying bank for settlement of
transaction by way of transfer between two accounts with that bank, it should return
such dishonoured cheques to payees/ holders immediately.

(iii) In case of dishonor / return of cheques, the paying banks should clearly indicate the
return reason code on the return memo / objection slip which should also bear the
signature / initial of the bank officials as prescribed in Rule 6 of the Uniform Regulations
and Rules for Bankers Clearing Houses (URRBCH).

15.3 Information on dishonoured cheques

Data in respect of each dishonoured cheque for amount of ` 1 crore and above should
be made part of bank's MIS on constituents and concerned branches should report such
data to their respective controlling office / Head Office.
Data in respect of cheques drawn in favour of stock exchanges and dishonoured should
be consolidated separately by banks irrespective of the value of such cheques as a part
of their MIS relating to broker entities, and be reported to their respective Head Offices /
Central Offices.
15.4 Dealing with incidents of frequent dishonour of
cheques of value ` 1 crore and above
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(i) With a view to enforce financial discipline among the customers, banks should
introduce a condition for operation of accounts with cheque facility that in the event of
dishonour of a cheque valuing rupees one crore and above drawn on a particular
account of the drawer on four occasions during the financial year for want of sufficient
funds in the account, no fresh cheque book would be issued. Also, the bank may
consider closing current account at its discretion. However, in respect of advances
accounts such as cash credit account, overdraft account, the need for continuance or
otherwise of these credit facilities and the cheque facility relating to these accounts
should be reviewed by appropriate authority higher than the sanctioning authority.
(ii) For the purposes of introduction of the condition mentioned at (i) above in

relation

to operation of the existing accounts, banks may, at the time of issuing new cheque
book, issue a letter advising the constituents of the new condition.
(iii) If a cheque is dishonoured for a third time on a particular account of the drawer
during the financial year, banks should issue a cautionary advice to the concerned
constituent drawing his attention to aforesaid condition and consequential stoppage of
cheque facility in the event of cheque being dishonoured on fourth occasion on the
same account during the financial year. Similar cautionary advice may be issued if a
bank intends to close the account.
15.5 Dealing with frequent dishonour of cheques of value of less than ` 1 crore
Since frequent dishonour of cheques of value of less than ` 1 crore is also a matter of
concern, it is felt that banks need to take appropriate action in those accounts where
such dishonour of cheques occur. Further, it is also felt that though it may not be
necessary to extend all the steps laid down in our earlier circular to smaller cheques,
banks should have their own approach to deal with recalcitrant customers.
Banks are therefore advised to have a Board approved policy for dealing with frequent
dishonour of cheques of value of less than ` 1 crore. The policy should also deal with
matters relating to frequent dishonour of ECS mandates.

- 61 DBR-Master Circular on Customer Service in Banks 2015

15.6 General
(i) For the purpose of adducing evidence to prove the fact of dishonour of cheque on
behalf of a complainant (i.e., payee / holder of a dishonoured cheque) in any proceeding
relating to dishonoured cheque before a court, consumer forum or any other competent
authority, banks should extend full co-operation, and should furnish him/her
documentary proof of fact of dishonour of cheques.
(ii) Banks should place before their Audit/ Management Committee, every quarter,
consolidated data in respect of the matters referred to above.

15.7 Framing appropriate procedure for dealing with dishonoured cheques

Banks are also advised to adopt, with the approval of their respective Boards,
appropriate procedure for dealing with dishonoured cheques with inherent preventive
measures and checks to prevent any scope for collusion of the staff of the bank or any
other person, with the drawer of the cheque for causing delay in or withholding the
communication of the fact of dishonour of the cheque to the payee/ holder or the return
of such dishonoured cheque to him.
Banks should also lay down requisite internal guidelines for their officers and staff and
advise them to adhere to such guidelines and ensure strict compliance thereof to
achieve aforesaid object of effective communication and delivery of dishonoured
cheque to the payee.
16. Dealing with Complaints and Improving Customer Relations
16.1 Complaints/suggestions box
Complaints/suggestions box should be provided at each office of the bank. Further, at
every office of the bank a notice requesting the customers to meet the branch manager
may be displayed regarding grievances, if the grievances remain unredressed.
16.2 Complaint Book /Register
Complaint book with perforated copies in each set may be introduced, so designed as
to instantly provide an acknowledgement to the customers and anintimation to the
Controlling Office.
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IBA has, for the sake of uniformity, prepared a format of the complaint book with
adequate number of perforated copies, which are so designed that the complainant
could be given an acknowledged copy instantly. A copy of the complaint is required to
be forwarded to the concerned Controlling Office of the bank along with the remark of
the Branch Manager within a time frame. Bank should introduce the complaint book as
per the above format for uniformity.
All bank's branches should maintain a separate complaints register in the prescribed
format given for entering all the complaints/grievances received by them directly or
through their Head Office/Govt. These registers should be maintained irrespective of the
fact whether a complaint is received or not in the past.
The complaints registers maintained by branches should be scrutinised by the
concerned Regional Manager during his periodical visit to the branches and his
observations/comments recorded in the relative visit reports.
Banks having computerized operations may adopt the afore-said format and generate
copies electronically.
16.3 Complaint Form
Further, a complaint form, along with the name of the Nodal Officer for complaint
redressal, may be provided in the homepage itself to facilitate complaint submission by
customers. The complaint form should also indicate that the first point for redressal of
complaints is the bank itself and that complainants may approach the Banking
Ombudsman only if the complaint is not resolved at the bank level within a month.
Similar information may be displayed in the boards put up in all the bank branches to
indicate the name and address of the Banking Ombudsman. In addition, the name,
address and telephone numbers of the Controlling Authority of the bank to whom
complaints can be addressed may also be given prominently.

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16.4

Analysis and Disclosure of complaints Disclosure of complaints / unimplemented awards of

Banking Ombudsmen along with Financial Results

The Committee on Procedures and Performance Audit on Public Services (CPPAPS)

had recommended that banks should place a statement before their Boards analyzing
the complaints received. CPPAPS had further recommended that the Statement of
complaints and its analysis should also be disclosed by banks along with their financial
results. Further, a suggestion has been received that unimplemented awards of the
Banking Ombudsman should also be disclosed along with financial results.
Banks should place a statement of complaints before their Boards / Customer Service
Committees along with an analysis of the complaints received. The complaints should
be analyzed (i) to identify customer service areas in which the complaints are frequently
received; (ii) to identify frequent sources of complaint; (iii) to identify systemic
deficiencies; and (iv) for initiating appropriate action to make the grievance redressal
mechanism more effective.
Further, banks are also advised to disclose the following brief details along with their
financial results:
A. Customer Complaints
(a) No. of complaints pending at the beginning of the year
(b) No. of complaints received during the year
(c) No. of complaints redressed during the year
(d) No. of complaints pending at the end of the year

B. Awards passed by the Banking Ombudsman

(a) No. of unimplemented Awards at the beginning of the year
(b) No. of Awards passed by the Banking Ombudsmen during the
year
(c) No. of Awards implemented during the year
(d) No. of unimplemented Awards at the end of the year

- 64 DBR-Master Circular on Customer Service in Banks 2015

Further, banks are also advised to place the detailed statement of complaints and its
analysis on their web-site for information of the general public at the end of each
financial year. Banks should include all complaints pertaining to ATM cards issued by
them in their disclosures.
16.5 Grievance Redressal Mechanism
Banks should ensure that a suitable mechanism exists for receiving and addressing
complaints from its customers / constituents with specific emphasis on resolving such
complaints fairly and expeditiously regardless of source of the complaints.
Banks are also advised to:
(i)

Ensure that the complaint registers are kept at prominent place in their
branches which would make it possible for the customers to enter their
complaints.

(ii)

Have a system of acknowledging the complaints, where the complaints

(iii)

are received through letters / forms.

Fix a time frame for resolving the complaints received at different levels.

(iv)

Ensure that redressal of complaints emanating from rural areas and those
relating to financial assistance to Priority Sector and Governments
Poverty Alleviation Programmes also form part of the above process.

(v)

Prominently display at the branches, the names of the officials who can be
contacted for

redressal of

complaints, together with their

direct

telephonenumber, fax number, complete address (not Post Box No.)

and
(vi)

e-mail address, etc., for proper and timely contact by the

customers and for enhancing the effectiveness of the redressal machinery.

The names of the officials displayed at the branches who can be
contacted for redressal of complaints should also include the name and
other details of the concerned Nodal Officer appointed under the Banking
Ombudsman Scheme, 2006.

(vii)

Banks should display on their web-sites, the names and other details of
the officials at their Head Office / Regional Offices / Zonal Offices who can
be contacted for redressal of complaints including the names of the Nodal
Officers / Principal Nodal Officers.
- 65 DBR-Master Circular on Customer Service in Banks 2015

(viii)

Further, banks should also display on their web-sites, the names and
other details of their CMD / CEO and also Line Functioning Heads for
various operations to enable their customers to approach them in case of
need, if necessary.

Further, as stated above in Paragraph 16.4, banks are required to disclose the brief
details regarding the number of complaints along with their financial results.

This

statement should include all the complaints received at the Head Office / Controlling
Office level as also the complaints received at the branch level. However, where the
complaints are redressed within the next working day, banks need not include the same
in the statement of complaints. This is expected to serve as an incentive to the banks
and their branches to redress the complaints within the next working day.
Where the complaints are not redressed within one month, the concerned branch /
Controlling Office should forward a copy of the same to the concerned Nodal Officer
under the Banking Ombudsman Scheme and keep him updated regarding the status of
the complaint. This would enable the Nodal Officer to deal with any reference received
from the Banking Ombudsman regarding the complaint more effectively. Further, it is
also necessary that the customer is made aware of his rights to approach the
concerned Banking Ombudsman in case he is not satisfied with the banks response.
As such, in the final letter sent to the customer regarding redressal of the complaint,
banks should indicate that the complainant can also approach the concerned Banking
Ombudsman. The details of the concerned Banking Ombudsman should also be
included in the letter.
Banks should give wide publicity to the grievance redressal machinery through
advertisements and also by placing them on their web sites.

16.5.1 Display of Names of Nodal Officers

With a view to making the Grievance Redressal Mechanism more effective, in addition
to the instructions mentioned above, banks are further advised as under:

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i) Ensure that the Principal Nodal Officer appointed under the Banking
Ombudsman Scheme is of a sufficiently senior level, not below the rank of a
General Manager.
ii) Contact details including name, complete address, telephone / fax number, email
address, etc., of the Principal Nodal Officer needs to be prominently displayed in
the portal of the bank preferably on the first page of the web-site so that the
aggrieved customer can approach the bank with a sense of satisfaction that she
/ he has been attended at a senior level.
iii) Grievance Redressal Mechanism (GRM) should be made simpler even if it is
linked to call centre of customer care unit without customers facing hassles of
proving identity, account details, etc.
iv) Adequate and wider publicity are also required to be given by the respective
financial services provider.
The name and address of the Principal Nodal Officer may also be forwarded to the
Chief General Manager, Customer Education and Protection

Department, Reserve

Bank of India, Central Office, 1st Floor, Amar Building, Sir P.M.Road, Mumbai-400 001
(email).
16.6 Review of grievances redressal machinery in Public Sector Banks
Banks should critically examine on an on-going basis as to how Grievances Redressal
Machinery is working and whether the same has been found to be effective in achieving
improvement in customer service in different areas.
Banks should identify areas in which the number of complaints is large or on the
increase and consider constituting special squads to look into complaints on the spot in
branches against which there are frequent complaints.
Banks may consider shifting the managers/officers of branches having large number of
complaints to other branches/regional offices/departments at Head Offices where
contacts with public may be relatively infrequent.

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At larger branches and at such of the branches where there are a large number of
complaints, the banks may consider appointing Public Relations Officers /Liaison
Officers for looking into/mitigating the complaints/grievances of customers expeditiously.
The banks may arrange to include one or two sessions on customer service, public
relations etc., in training programmes conducted in their training establishments.
In cases where the contention of the complainant has not been accepted, a complete
reply should be given to him to the extent possible.
Grievances/complaints relating to congestions in the banking premises should be
examined by the banks internal inspectors/auditors on a continuing basis and action
taken for augmentation of space, whenever necessary, keeping in view the availability
of larger accommodation in the same locality at a reasonable rent and other commercial
considerations.
16.7 Select Banks to appoint Chief Customer Service Officer

With a view to further boosting the quality of customer service and ensuring that there is
undivided attention to resolution of customer complaints in banks, all public sector
banks, and some private sector and foreign banks (Annex X) have been advised to
appoint an internal ombudsman designated as Chief Customer Service Officer (CCSO).
These banks have been selected on the basis of their asset size, business mix, etc. The
CCSO should not have worked in the bank in which he/she is appointed as CCSO. The
banks internal ombudsman will be a forum available to bank customers for grievance
redressal before they can even approach the Banking Ombudsman.

17. Erroneous Debits arising on fraudulent or other transactions

17.1 Vigilance by banks

Banks have been advised to adhere to the guidelines and procedures for opening and
operating deposit accounts to safeguard against unscrupulous persons opening
accounts mainly to use them as conduit for fraudulently encashing payment
instruments. However, in view of receipt of continuous complaints of fraudulent
encashment by unscrupulous persons opening deposit accounts in the name/s similar
- 68 DBR-Master Circular on Customer Service in Banks 2015

to already established concern/s resulting in erroneous and unwanted debit of drawers

accounts, banks should remain vigilant to avoid such lapses and issue necessary
instructions to the branches / staff.
17.2 Compensating the customer
Besides in cases of the above kind, banks also do not restore funds promptly to
customers even in bona-fide cases but defer action till completion of either departmental
action or police interrogation. Therefore, (i) In case of any fraud, if the branch is
convinced that an irregularity / fraud has been committed by its staff towards any
constituent, the branch should at once acknowledge its liability and pay the just claim,
(ii) in cases where banks are at fault, the banks should compensate customers without
demur, and (iii) in cases where neither the bank is at fault nor the customer is at fault
but the fault lies elsewhere in the system, then also the banks should compensate the
customers (up to a limit) as part of a Board approved customer relations policy.
18. Extension of Safe Deposit Locker / Safe Custody Article Facility
The Committee on Procedures and Performance Audit on Public Services (CPPAPS)
had made some recommendations for easy operation of lockers. Reserve Bank has
reviewed all the guidelines issued by the Bank on various issues relating to safe deposit
lockers / safe custody articles. The following guidelines supersede all the guidelines
issued earlier in this regard.
18.1

Allotment of Lockers

18.1.1 Linking of Allotment of Lockers to placement of Fixed Deposits

The Committee on Procedures and Performance Audit of Public Services (CPPAPS)
observed that linking the lockers facility with placement of fixed or any other deposit
beyond what is specifically permitted is a restrictive practice and should be prohibited
forthwith. RBI concurs with the Committee's observations and banks are advised to
refrain from such restrictive practices.
18.1.2 Fixed Deposit as Security for Lockers
Banks may face situations where the locker-hirer neither operates the locker nor pays
rent. To ensure prompt payment of locker rent, banks may at the time of allotment,
- 69 DBR-Master Circular on Customer Service in Banks 2015

obtain a Fixed Deposit which would cover 3 years rent and the charges for breaking
open the locker in case of an eventuality. However, banks should not insist on such
Fixed Deposit from the existing locker-hirers.
18.1.3 Wait List of Lockers
Branches should maintain a wait list for the purpose of allotment of lockers and ensure
transparency in allotment of lockers. All applications received for allotment of locker
should be acknowledged and given a wait list number.
18.1.4 Providing a copy of the agreement
Banks should give a copy of the agreement regarding operation of the locker to the
locker-hirer at the time of allotment of the locker.
18.2

Security aspects relating to Safe Deposit Lockers

18.2.1 Operations of Safe Deposit Vaults/Lockers

Banks should exercise due care and necessary precaution for the protection of the
lockers provided to the customer. Banks should review the systems in force for
operation of safe deposit vaults / locker at their branches on an on-going basis and take
necessary steps. The security procedures should be well-documented and the
concerned staff should be properly trained in the procedure. The internal auditors
should ensure that the procedures are strictly adhered to.
18.2.2 Customer due diligence for allotment of lockers /
Measures relating to lockers which have remained unoperated
In a recent incident, explosives and weapons were found in a locker in a bank branch.
This emphasizes that banks should be aware of the risks involved in renting safe
deposit lockers. In this connection, banks should take following measures:
(i)

Banks should carry out customer due diligence for both new and existing

customers at least to the levels prescribed for customers classified as medium risk. If
the customer is classified in a higher risk category, customer due diligence as per KYC
norms applicable to such higher risk category should be carried out.
- 70 DBR-Master Circular on Customer Service in Banks 2015

(ii)

Where the lockers have remained unoperated for more than three years for

medium risk category or one year for a higher risk category, banks should immediately
contact the locker-hirer and advise him to either operate the locker or surrender it. This
exercise should be carried out even if the locker hirer is paying the rent regularly.
Further, banks should ask the locker hirer to give in writing, the reasons why he / she
did not operate the locker. In case the locker-hirer has some genuine reasons as in the
case of NRIs or persons who are out of town due to a transferable job etc., banks may
allow the locker hirer to continue with the locker. In case the locker-hirer does not
respond nor operate the locker, banks should consider opening the lockers after giving
due notice to him. In this context, banks should incorporate a clause in the locker
agreement that in case the locker remains unoperated for more than one year, the bank
would have the right to cancel the allotment of the locker and open the locker, even if
the rent is paid regularly.
(iii)

Banks should have clear procedure drawn up in consultation with their legal

advisers for breaking open the lockers and taking stock of inventory.
18.3 Embossing identification code
Banks should ensure that identification Code of the bank / branch is embossed on all
the locker keys with a view to facilitate Authorities in identifying the ownership of the
locker keys.
19. Nomination Facility
19.1 Legal Provisions
19.1.1 Provisions in the Banking Regulation Act, 1949
The Banking Regulation Act, 1949 was amended by Banking Laws (Amendment) Act,
1983 by introducing new Sections 45ZA to 45ZF, which provide, inter alia, for the
following matters:
a. To enable a banking company to make payment to the nominee of a
deceased depositor, the amount standing to the credit of the depositor.
b. To enable a banking company to return the articles left by a deceased
person in its safe custody to his nominee, after making an inventory of the articles in the
manner directed by the Reserve Bank.
- 71 DBR-Master Circular on Customer Service in Banks 2015

c. To enable a banking company to release the contents of a safety locker to

the nominee of the hirer of such locker, in the event of the death of the hirer, after
making an inventory of the contents of the safety locker in the manner directed by the
Reserve Bank.
19.1.2 The Banking Companies (Nomination) Rules, 1985
Since such nomination has to be made in the prescribed manner, the Central
Government framed, in consultation with the Reserve Bank of India, the Banking
Companies (Nomination) Rules, 1985. These Rules, together with the provision of new
Sections 45ZA to 45ZF of the Banking Regulation Act, 1949 regarding nomination
facilities were brought into force with effect from 1985.
The Banking Companies (Nomination) Rules, 1985 which are self-explanatory, provide
for:(i)

Nomination Forms for deposit accounts, articles kept in safe custody

and contents of safety lockers.

(ii)

Forms for cancellation and variation of the nominations.

(iii)

Registration of Nominations and cancellation and variation of

nominations, and

(iv)

matters related to the above.

19.1.3 Nomination facilities in respect of safe deposit locker / safe custody

articles
Sections 45ZC to 45ZF of the Banking Regulation Act, 1949 provide for nomination and
release of contents of safety lockers / safe custody article to the nominee and protection
against notice of claims of other persons. Banks should be guided by the provisions of
Sections 45 ZC to 45 ZF of the Banking Regulation Act, 1949 and the Banking
Companies (Nomination) Rules, 1985 and the relevant provisions of Indian Contract Act
and Indian Succession Act.
In the matter of returning articles left in safe custody by the deceased depositor to the
nominee or allowing the nominee/s to have access to the locker and permitting
him/them to remove the contents of the locker, the Reserve Bank of India, in pursuance
- 72 DBR-Master Circular on Customer Service in Banks 2015

of Sections 45ZC (3) and 45ZE (4) of the Banking Regulation Act, 1949 has specified
the formats for the purpose.
In order to ensure that the amount of deposits, articles left in safe custody and contents
of lockers are returned to the genuine nominee, as also to verify the proof of death,
banks may devise their own claim formats or follow the procedure, if any, suggested by
the Indian Banks' Association for the purpose.
19.1.4 Nomination Facility Sole Proprietary Concern
Banks may extend the nomination facility also in respect of deposits held in the name of
a sole proprietary concern.
19.2

Nomination Facility in Single Deposit Accounts

Banks should give wide publicity and provide guidance to deposit account holders on
the benefits of nomination facility and the survivorship clause. Despite the best efforts in
this regard, banks might still be opening single deposit accounts without nomination.
In a case which came up before the Allahabad High Court, the Honourable Court has
observed that "it will be most appropriate that the Reserve Bank of India issues
guidelines to the effect that no Savings Account or Fixed Deposit in single name be
accepted unless name of the nominee is given by the depositors. It will go a long way to
serve the purpose of the innocent widows and children, who are dragged on long drawn
proceedings in the Court for claiming the amount, which lawfully belongs to them".
Keeping in view the above, banks should generally insist that the person opening a
deposit account makes a nomination. In case the person opening an account declines
to fill in nomination, the bank should explain the advantages of nomination facility. If the
person opening the account still does not want to nominate, the bank should ask him to
give a specific letter to the effect that he does not want to make a nomination. In case
the person opening the account declines to give such a letter, the bank should record
the fact on the account opening form and proceed with opening of the account if
otherwise found eligible. Under no circumstances, a bank should refuse to open an
account solely on the ground that the person opening the account refused to nominate.

- 73 DBR-Master Circular on Customer Service in Banks 2015

19.3 Acknowledgement of Nomination

It was observed that some banks do not have the system of acknowledging the receipt
of the duly completed form of nomination, cancellation and / or variation of the
nomination. Further, in some banks, although there is a system of acknowledgement of
nomination as provided in the Savings Bank account opening form, such
acknowledgements are actually not given to the customers. In this connection, banks
are aware that in terms of Rules 2 (9), 3 (8) and 4 (9) of the Banking Companies
Nomination (Rules), 1985, they are required to acknowledge in writing to the
depositor(s) / locker hirers (s) the filing of the relevant duly completed Form of
nomination, cancellation and / or variation of the nomination.
Banks should therefore strictly comply with the provisions of Banking Regulation Act,
1949 and Banking Companies (Nomination) Rules, 1985 and devise a proper system of
acknowledging the receipt of the duly completed form of nomination, cancellation and /
or variation of the nomination. Such acknowledgement should be given to all the
customers irrespective of whether the same is demanded by the customers.
19.4 Registering the nomination
In terms of Rules 2 (10), 3 (9) and 4 (10) of the Banking Companies (Nomination)
Rules, 1985 banks are required to register in its books the nomination, cancellation and
/ or variation of the nomination. The banks should accordingly take action to register
nominations or changes therein, if any, made by their depositor(s) / hirers.
19.5 Incorporation of the legend Nomination Registered
in pass book, deposit receipt etc. and indicating the
Name of the Nominee in Pass Books / Fixed Deposit Receipts
When a bank account holder has availed himself of nomination facility, the same may
be indicated on the passbook so that, in case of death of the account holder, his
relatives can know from the pass book that the nomination facility has been availed of
by the deceased depositor and take suitable action. Banks may, therefore, introduce the
practice of recording on the face of the passbook the position regarding availment of
nomination facility with the legend "Nomination Registered". This may be done in the
case of term deposit receipts also.
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Further, banks are advised that in addition to the legend Nomination Registered, they
should also indicate the name of the Nominee in the Pass Books / Statement of
Accounts / FDRs, in case the customer is agreeable to the same.
19.6 Separate nomination for savings bank account and pension account
Nomination facility is available for Savings Bank Account opened for credit of pension.
Banking Companies (Nomination) Rules, 1985 are distinct from the Arrears of Pension
(Nomination) Rules, 1983 and nomination exercised by the pensioner under the latter
rules for receipt of arrears of pension will not be valid for the purpose of deposit
accounts held by the pensioners with banks for which a separate nomination is
necessary in terms of the Banking Companies (Nomination) Rules, 1985 in case a
pensioner desires to avail of nomination facility.
19.7 Nomination Facility Certain Clarifications
19.7.1 Nomination facility in respect of deposits
(i) Nomination facility is intended for individuals including a sole proprietary
concern.
(ii) Rules stipulate that nomination shall be made only in favour of individuals. As
such, a nominee cannot be an Association, Trust, Society or any other Organisation or
any office-bearer thereof in his official capacity. In view thereof any nomination other
than in favour of an individual will not be valid.
(iii) There cannot be more than one nominee in respect of a joint deposit
account.
(iv) Banks may allow variation/cancellation of a subsisting nomination by all the
surviving depositor(s) acting together. This is also applicable to deposits having
operating instructions "either or survivor".
(v) In the case of a joint deposit account the nominee's right arises only after the
death of all the depositors.
(vi) Witness in Nomination Forms: The Banking Companies (Nomination)
Rules,

1985 have been framed in exercise of powers conferred by Section 52 read

- 75 DBR-Master Circular on Customer Service in Banks 2015

with Sections 45ZA, 45ZC and 45ZE of the Banking Regulation Act, 1949. In this
connection, we clarify that for the various Forms (DA1, DA2 and DA3 for Bank Deposits,
Forms SC1, SC2 and SC3 for Articles left in Safe Custody, Forms SL1, SL1A, SL2, SL3
and SL3A for Safety Lockers) prescribed under Banking Companies (Nomination)
Rules, 1985 only Thumb-impression(s) shall be attested by two witnesses. Signatures
of the account holders need not be attested by witnesses.
(vii) Nomination in case of Joint Deposit Accounts: It is understood that
sometimes the customers opening joint accounts with or without "Either or Survivor"
mandate, are dissuaded from exercising the nomination facility. It is clarified that
nomination facility is available for joint deposit accounts also. Banks are, therefore,
advised to ensure that their branches offer nomination facility to all deposit accounts
including joint accounts opened by the customers.
19.7.2 Nomination in Safe Deposit Lockers / Safe Custody Articles
(i) Nomination facilities are available only in the case of individual depositors and
not in respect of persons jointly depositing articles for safe custody.
(ii) Section 45ZE of the Banking Regulation Act, 1949 does not preclude a minor
from being a nominee for obtaining delivery of the contents of a locker. However, the
responsibility of the banks in such cases is to ensure that when the contents of a locker
were sought to be removed on behalf of the minor nominee, the articles were handed
over to a person who, in law, was competent to receive the articles on behalf of the
minor.
(iii) As regards lockers hired jointly, on the death of any one of the joint hirers,
the contents of the locker are only allowed to be removed jointly by the nominees and
the survivor(s) after an inventory was taken in the prescribed manner. In such a case,
after such removal preceded by an inventory, the nominee and surviving hirer(s) may
still keep the entire contents with the same bank, if they so desire, by entering into a
fresh contract of hiring a locker.

- 76 DBR-Master Circular on Customer Service in Banks 2015

19.8 Customer Guidance and Publicity Educating Customers

on the Benefits of nomination / survivorship clause
(i) The nomination facility is intended to facilitate expeditious settlement of claims in the
accounts of deceased depositors and to minimise hardship caused to the family
members on the death of the depositors. The banks should endeavour to drive home to
their constituents the benefit of nomination facilities and ensure that the message
reaches all the constituents by taking all necessary measures for popularising the
nomination facility among their constituents.
(ii) Banks should give wide publicity and provide guidance to deposit account holders on
the benefits of the nomination facility and the survivorship clause. Illustratively, it should
be highlighted in the publicity material that in the event of the death of one of the joint
account holders, the right to the deposit proceeds does not automatically devolve on the
surviving joint deposit account holder, unless there is a survivorship clause.
(iii) In addition to obtaining nomination forms, banks should ensure that account opening
form should contain space for nomination also so that the customers could be educated
about availability of such facilities.
(iv) Unless the customers prefer not to nominate (this may be recorded without giving
scope for conjecture of non-compliance), nomination should be a rule, to cover all other
existing and new accounts.
(v) To popularise the nomination facility, publicity may be launched, including printing
compatible message on cheque books, pass-book and any other literature reaching the
customers as well as launching periodical drives. The methodology which the banks
may like to adopt for this purpose may vary. However, one of the banks has devised a
small slip indicating the availability of nomination facility and the slip is inserted in the
cheque books and pass books and in current account statements. A specimen format of
the slip is given below :"Nomination facility available for - Deposits
- Safe Custody
- Safe Deposit Vault
Please make use of it.
- 77 DBR-Master Circular on Customer Service in Banks 2015

For details, please enquire at the Branch"

The availability of the above facility may also be indicated on the cheque/pass books.
20. Settlement of claims in respect of deceased depositors
Simplification of procedure
Provisions of the Banking Regulation Act, 1949
Banks should adhere to the provisions of Sections 45 ZA to 45 ZF of the Banking
Regulation Act, 1949 and the Banking Companies (Nomination) Rules, 1985.
20.1 Accounts with survivor/nominee clause
20.1.1 In the case of deposit accounts where the depositor had utilized the nomination
facility and made a valid nomination or where the account was opened with the
survivorship clause ("either or survivor", or "anyone or survivor", or "former or survivor"
or "latter or survivor"), the payment of the balance in the deposit account to the
survivor(s)/nominee of a deceased deposit account holder represents a valid discharge
of the bank's liability provided :
(a)

the bank has exercised due care and caution in establishing the identity of the

survivor(s) / nominee and the fact of death of the account holder, through appropriate
documentary evidence;
(b)

there is no order from the competent court restraining the bank from making

the payment from the account of the deceased; and

(c)

it has been made clear to the survivor(s) / nominee that he would be receiving

the payment from the bank as a trustee of the legal heirs of the deceased depositor, i.e.,
such payment to him shall not affect the right or claim which any person may have
against the survivor(s) / nominee to whom the payment is made.
20.1.2 It may be noted that since payment made to the survivor(s) / nominee, subject to
the foregoing conditions, would constitute a full discharge of the bank's liability,
insistence on production of legal representation is superfluous and unwarranted and
only serves to cause entirely avoidable inconvenience to the survivor(s) / nominee and
would, therefore, invite serious supervisory disapproval. In such case, therefore, while
- 78 DBR-Master Circular on Customer Service in Banks 2015

making payment to the survivor(s) / nominee of the deceased depositor, the banks
should desist from insisting on production of succession certificate, letter of
administration or probate, etc., or obtain any bond of indemnity or surety from the
survivor(s)/nominee, irrespective of the amount standing to the credit of the deceased
account holder.
20.2 Accounts without the survivor / nominee clause
In case where the deceased depositor had not made any nomination or for the accounts
other than those styled as "either or survivor" (such as single or jointly operated
accounts), banks are required to adopt a simplified procedure for repayment to legal
heir(s) of the depositor keeping in view the imperative need to avoid inconvenience and
undue hardship to the common person. In this context, banks may, keeping in view
their risk management systems, fix a minimum threshold limit, for the balance in the
account of the deceased depositors, up to which claims in respect of the deceased
depositors could be settled without insisting on production of any documentation other
than a letter of indemnity.
20.3 Premature Termination of term deposit accounts
In the case of term deposits, banks are required to incorporate a clause in the account
opening form itself to the effect that in the event of the death of the depositor, premature
termination of term deposits would be allowed. The conditions subject to which such
premature withdrawal would be permitted may also be specified in the account opening
form. Such premature withdrawal would not attract any penal charge.
20.4 Treatment of flows in the name of the deceased depositor
In order to avoid hardship to the survivor(s) / nominee of a deposit account, banks
should obtain appropriate agreement / authorization from the survivor(s) / nominee with
regard to the treatment of pipeline flows in the name of the deceased account holder. In
this regard, banks could consider adopting either of the following two approaches:
The bank could be authorized by the survivor(s) / nominee of a deceased account
holder to open an account styled as 'Estate of Shri ________________, the Deceased'

- 79 DBR-Master Circular on Customer Service in Banks 2015

where all the pipeline flows in the name of the deceased account holder could be
allowed to be credited, provided no withdrawals are made.
OR
The bank could be authorized by the survivor(s) / nominee to return the pipeline flows to
the remitter with the remark "Account holder deceased" and to intimate the survivor(s) /
nominee accordingly. The survivor(s) / nominee / legal heir(s) could then approach the
remitter to effect payment through a negotiable instrument or through ECS transfer in
the name of the appropriate beneficiary.
20.5 Interest payable on the deposit account of deceased depositor
In the case of a term deposit standing in the name/s of
(i)

a deceased individual depositor, or

(ii)

two or more joint depositors, where one of the depositors has died,

the criterion for payment of interest on matured deposits in the event of death of the
depositor in the above cases has been left to the discretion of individual banks subject
to their Board laying down a transparent policy in this regard.
In the case of balances lying in current account standing in the name of a deceased
individual depositor/sole proprietorship concern, interest should be paid only from 1st
May, 1983, or from the date of death of the depositor, whichever is later, till the date of
repayment to the claimant/s at the rate of interest applicable to savings deposit as on
the date of payment.
20.6 Time limit for settlement of claims
Banks should settle the claims in respect of deceased depositors and release payments
to survivor(s) / nominee(s) within a period not exceeding 15 days from the date of
receipt of the claim subject to the production of proof of death of the depositor and
suitable identification of the claim(s), to the bank's satisfaction.
Banks should report to the Customer Service Committee of the Board, at appropriate
intervals, on an ongoing basis, the details of the number of claims received pertaining to
deceased depositors / locker-hirers / depositors of safe custody article accounts and
those pending beyond the stipulated period, giving reasons therefor.
- 80 DBR-Master Circular on Customer Service in Banks 2015

20.7 Claim Forms to be made available

With a view to facilitate timely settlement of claims on the death of a depositor, banks
are advised to provide claim forms for settlement of claims of the deceased accounts, to
any person/s who is/are approaching the bank / branches for forms. Claim forms may
also be put on the banks website prominently so that claimants of the deceased
depositor can access and download the forms without having to visit the concerned
bank/branch for obtaining such forms for filing claim with the bank.
21.

Access to the safe deposit lockers / Return of safe custody articles to

Survivor(s) / Nominee(s) / Legal heir(s)

For dealing with the requests from the nominee(s) of the deceased locker-hirer /
depositors of the safe-custody articles (where such a nomination had been made) or by
the survivor(s) of the deceased (where the locker / safe custody article was accessible
under the survivorship clause), for access to the contents of the locker / safe custody
article on the death of a locker hirer / depositor of the article, the banks are advised to
adopt generally the foregoing approach, mutatis mutandis, as indicated for the deposit
accounts. Detailed guidelines in this regard are, however, as follows:
21.1

Access to the safe deposit lockers / return of safe custody articles (with

survivor/nominee clause)

21.1.1 If the sole locker hirer nominates a person, banks should give to such nominee
access of the locker and liberty to remove the contents of the locker in the event of the
death of the sole locker hirer. In case the locker was hired jointly with the instructions to
operate it under joint signatures, and the locker hirer(s) nominates person(s), in the
event of death of any of the locker hirers, the bank should give access of the locker and
the liberty to remove the contents jointly to the survivor(s) and the nominee(s). In case
the locker was hired jointly with survivorship clause and the hirers instructed that the
access of the locker should be given over to "either or survivor", "anyone or survivor" or
"former or survivor" or according to any other survivorship clause, banks should follow
the mandate in the event of the death of one or more of the locker-hirers.

- 81 DBR-Master Circular on Customer Service in Banks 2015

21.1.2 However, banks should take the following precautions before handing over the
contents:
(a)

Banks should exercise due care and caution in establishing the identity of the

survivor(s) / nominee(s) and the fact of death of the locker hirer by obtaining appropriate
documentary evidence;

(b)

Banks should make diligent effort to find out if there is any order from a

competent court restraining the bank from giving access to the locker of the deceased;
and

(c)

Banks should make it clear to the survivor(s) / nominee(s) that access to locker /

safe custody articles is given to them only as a trustee of the legal heirs of the deceased
locker hirer i.e., such access given to him shall not affect the right or claim which any
person may have against the survivor(s) / nominee(s) to whom the access is given.
Similar procedure should be followed for return of articles placed in the safe custody of
the bank. Banks should note that the facility of nomination is not available in case of
deposit of safe custody articles by more than one person.

21.1.3 Banks should note that since the access given to the survivor(s) / nominee(s),
subject to the foregoing conditions, would constitute a full discharge of the bank's
liability, insistence on production of legal representation is superfluous and unwarranted
and only serves to cause entirely avoidable inconvenience to the survivor(s) /
nominee(s) and would, therefore, invite serious supervisory disapproval. In such case,
therefore, while giving access to the survivor(s) / nominee(s) of the deceased locker
hirer / depositor of the safe custody articles, the banks should desist from insisting on
production of succession certificate, letter of administration or probate, etc., or obtain
any bond of indemnity or surety from the survivor(s)/nominee(s).
21.2 Access to the safe deposit lockers / return of safe custody articles (without
survivor/nominee clause)
There is an imperative need to avoid inconvenience and undue hardship to legal heir(s)
of the locker hirer(s). In case where the deceased locker hirer had not made any
nomination or where the joint hirers had not given any mandate that the access may be
- 82 DBR-Master Circular on Customer Service in Banks 2015

given to one or more of the survivors by a clear survivorship clause, banks are advised
to adopt a customer-friendly procedure drawn up in consultation with their legal advisers
for giving access to legal heir(s) / legal representative of the deceased locker hirer.
Similar procedure should be followed for the articles under safe custody of the bank.
21.3 Preparing Inventory
21.3.1 Banks should prepare an inventory before returning articles left in safe custody /
before permitting removal of the contents of a safe deposit locker as advised in terms of
Notification DBOD.NO.Leg.BC.38/ C.233A-85 dated March 29, 1985. The inventory
shall be in the appropriate Forms set out as enclosed to the above Notification or as
near thereto as circumstances require. A copy of the above Notification is shown as
Annex IV of this Circular.
21.3.2 Banks are not required to open sealed/closed packets left with them for safe
custody or found in locker while releasing them to the nominee(s) and surviving locker
hirers / depositor of safe custody article.
21.3.3. Further, in case the nominee(s) / survivor(s) / legal heir(s) wishes to continue
with the locker, banks may enter into a fresh contract with nominee(s) / survivor(s) /
legal heir(s) and also adhere to KYC norms in respect of the nominee(s) / legal heir(s).
21.4 Simplified operational systems / procedures
As per the direction of Reserve Bank, the Indian Banks' Association (IBA) has
formulated a Model Operational Procedure (MOP) for settlement of claims of the
deceased constituents, under various circumstances, consistent with the instructions
contained in this circular, for adoption by the banks.

The banks should, therefore,

undertake a comprehensive review of their extant systems and procedures relating to

settlement of claims of their deceased constituents (i.e., depositors / locker-hirers /
depositors of safe-custody articles) with a view to evolving a simplified policy /
procedures for the purpose, with the approval of their Board, taking into account the
applicable statutory provisions, foregoing instructions as also the MOP formulated by
the IBA.

- 83 DBR-Master Circular on Customer Service in Banks 2015

21.5

Customer guidance and publicity

Banks should place on their websites the instructions along with the policies /
procedures put in place for giving access of the locker / safe custody articles to the
nominee(s) / survivor(s) / Legal Heir(s) of the deceased locker hirer / depositor of the
safe custody articles. Further, a printed copy of the same should also be given to the
nominee(s) / survivor(s) / Legal Heir(s) whenever a claim is received from them.
Banks should view these instructions as very critical element for bringing about
significant improvement in the quality of customer service provided to survivor(s) /
nominee(s) of deceased depositors / locker hirer / depositor of safe custody articles.
22. Settlement of claims in respect of missing persons
22.1 Settlement of claims in respect of missing persons
Banks are advised to follow the following system in case a claim is received from a
nominee / legal heirs for settlement of claim in respect of missing persons :The settlement of claims in respect of missing persons would be governed by the
provisions of Section 107 / 108 of the Indian Evidence Act, 1872. Section 107 deals with
presumption of continuance and Section 108 deals with presumption of death. As per
the provisions of Section 108 of the Indian Evidence Act, presumption of death can be
raised only after a lapse of seven years from the date of his/her being reported missing.
As such, the nominee / legal heirs have to raise an express presumption of death of the
subscriber under Section 107/108 of the Indian Evidence Act before a competent court.
If the court presumes that he/she is dead, then the claim in respect of a missing person
can be settled on the basis of the same.
Banks are advised to formulate a policy which would enable them to settle the claims of
a missing person after considering the legal opinion and taking into account the facts
and circumstances of each case. Further, keeping in view the imperative need to avoid
inconvenience and undue hardship to the common person, banks are advised that
keeping in view their risk management systems, they may fix a threshold limit, up to
which claims in respect of missing persons could be settled without insisting on
production of any documentation other than (i) FIR and the non-traceable report issued
by police authorities and (ii) letter of indemnity.
- 84 DBR-Master Circular on Customer Service in Banks 2015

22.2 Settlement of Claims in respect of Missing Persons in Uttarakhand Disaster

In the aftermath of Uttarakhand Natural Disaster during June 14-20, 2013 the Office of
the Registrar General of India, Ministry of Home Affairs, Government of India has
devised a procedure for Registration of Death of Missing persons in Natural Calamities
affected areas in Uttarakhand vide its circular F.No.1/2/(Uttarakhand)/2011-VS-CRS
dated August 16, 2013 (MHA Circular). A copy of MHA Circular is furnished at Annex
VIII for reference. The MHA Circular has devised detailed procedure for registration and
issue of Death Certificate of a person reportedly missing since his/her visit to the site of
disaster in Uttarakhand in June 2013.
In view of the above, banks are advised to settle the claims in respect of missing
persons, covered by MHA Circular, without insisting on production of any
documentation other than (i) the Death Certificate issued by the Designated Officer
under MHA Circular and (ii) letter of indemnity.
Banks are further advised that the provisions detailed in Para 22.1 above on Settlement
of claims in respect of missing persons would be applicable in other cases which are
not covered by MHA Circular.

23. Release of other assets of the deceased

borrowers to their legal heirs
Banks had represented that the principle of not obtaining succession certificates etc.,
could be extended for settlement of claims in respect of other assets of deceased
customers including securities held against advances after adjustment thereof. Banks
are advised not to insist upon legal representation for release of other assets of
deceased customers irrespective of the amount involved.
Banks may, however, call for succession certificates from legal heirs of deceased
borrowers in cases where there are disputes and all legal heirs do not join in
indemnifying the bank or in certain other exceptional cases where the bank has a
reasonable doubt about the genuineness of the claimant/s being the only legal heir/s of
the borrower.

- 85 DBR-Master Circular on Customer Service in Banks 2015

24. Unclaimed Deposits / Inoperative Accounts in banks

24.1 Section 26 of the Banking Regulation Act, 1949 provides, inter alia, that every
banking company shall, within 30 days after close of each calendar year submit a return
in the prescribed form and manner to the Reserve Bank of India as at the end of each
calendar year (i.e., 31st December) of all accounts in India which have not been
operated upon for 10 years.
24.2 In view of the increase in the amount of the unclaimed deposits with banks year
after year and the inherent risk associated with such deposits, banks should play a
more pro-active role in finding the whereabouts of the account holders whose accounts
have remained inoperative. Further several complaints were received in respect of
difficulties faced by the customers on account of their accounts having been classified
as inoperative. Moreover, there is a feeling that banks are undeservedly enjoying the
unclaimed deposits, while paying no interest on it. Keeping these factors in view, the
instructions issued by RBI have been reviewed and banks are advised to follow the
instructions detailed below while dealing with inoperative accounts:
(i) Banks should make an annual review of accounts in which there are no operations
(i.e., no credit or debit other than crediting of periodic interest or debiting of service
charges) for more than one year. The banks may approach the customers and inform
them in writing that there has been no operation in their accounts and ascertain the
reasons for the same. In case the non- operation in the account is due to shifting of the
customers from the locality, they may be asked to provide the details of the new bank
accounts to which the balance in the existing account could be transferred.
(ii) If the letters are returned undelivered, they may immediately be put on enquiry to
find out the whereabouts of customers or their legal heirs in case they are deceased.
(iii) In case the whereabouts of the customers are not traceable, banks should consider
contacting the persons who had introduced the account holder. They could also
consider contacting the employer / or any other person whose details are available with
them. They could also consider contacting the account holder telephonically in case his
Telephone number / Cell number has been furnished to the bank. In case of Non

- 86 DBR-Master Circular on Customer Service in Banks 2015

Resident accounts, the bank may also contact the account holders through e-mail and
obtain their confirmation of the details of the account.
(iv) A savings as well as current account should be treated as inoperative / dormant if
there are no transactions in the account for over a period of two years.
(v) In case any reply is given by the account holder giving the reasons for not operating
the account, banks should continue classifying the same as an operative account for
one more year within which period the account holder may be requested to operate the
account. However, in case the account holder still does not operate the same during the
extended period, banks should classify the same as inoperative account after the expiry
of the extended period.
(vi) For the purpose of classifying an account as inoperative both the type of
transactions i.e., debit as well as credit transactions induced at the instance of
customers as well as third party should be considered. However, the service charges
levied by the bank or interest credited by the bank should not be considered.
(vii) There may be instances where the customer has given a mandate for crediting the
interest on Fixed Deposit account and/or crediting dividend on shares to the Savings
Bank account and there are no other operations in the Savings Bank account. Since the
interest on Fixed Deposit account and/or dividend on shares is credited to the Savings
Bank accounts as per the mandate of the customer, the same should be treated as a
customer induced transaction. As such, the account should be treated as operative
account as long as the interest on Fixed Deposit account and/or dividend on shares is
credited to the Savings Bank account. The Savings Bank account can be treated as
inoperative account only after two years from the date of the last credit entry of the
interest on Fixed Deposit account and/or dividend on shares, whichever is later,
provided there is no other customer induced transaction.
(viii) Further, the segregation of the inoperative accounts is from the point of view of
reducing risk of frauds etc. However, the customer should not be inconvenienced in any
way, just because his account has been rendered inoperative. The classification is there
only to bring to the attention of dealing staff, the increased risk in the account. The
transaction may be monitored at a higher level both from the point of view of preventing
- 87 DBR-Master Circular on Customer Service in Banks 2015

fraud and making a Suspicious Transactions Report. However, the entire process
should remain un-noticeable by the customer.
(ix) Operation in such accounts may be allowed after due diligence as per risk category
of the customer. Due diligence would mean ensuring genuineness of the transaction,
verification of the signature and identity etc. However, it has to be ensured that the
customer is not inconvenienced as a result of extra care taken by the bank.
(x) There should not be any charge for activation of inoperative account.
(xi) Banks are also advised to ensure that the amounts lying in inoperative accounts
ledger are properly audited by the internal auditors / statutory auditors of the bank.
(xii) Interest on savings bank accounts should be credited on regular basis whether the
account is operative or not. If a Fixed Deposit Receipt matures and proceeds are
unpaid, the amount left unclaimed with the bank will attract savings bank rate of interest.
24.3 Banks may also consider launching a special drive for finding the whereabouts of
the customers / legal heirs in respect of existing accounts which have already been
transferred to the separate ledger of inoperative accounts.

24.4

Display list of Inoperative Accounts: Banks should, in addition to the

instructions contained above, play a more pro-active role in finding the whereabouts of
the accountholders of unclaimed deposits/ inoperative accounts. Banks are, therefore,
advised that they should display the list of unclaimed deposits/inoperative accounts
which are inactive / inoperative for ten years or more on their respective websites. The
list so displayed on the websites must contain only the names of the account holder(s)
and his/her address in respect of unclaimed deposits/inoperative accounts. In case such
accounts are not in the name of individuals, the names of individuals authorized to
operate the accounts should also be indicated. However, the account number, its type
and the name of the branch shall not be disclosed on the banks website. The list so
published by the banks should also provide a Find option to enable the public to
search the list of accounts by name of the account holder.

- 88 DBR-Master Circular on Customer Service in Banks 2015

Banks should also give on the same website, the information on the process of claiming
the unclaimed deposit/activating the inoperative account and the necessary forms and
documents for claiming the same. Banks are required to have adequate operational
safeguards to ensure that the claimants are genuine.

24.5 Strengthening the Regulatory Framework for Unclaimed Deposits

With a view to further strengthen the regulatory framework for inoperative accounts and
unclaimed deposits, banks are advised to put in place a Board approved policy on
classification of unclaimed deposits; grievance redressal mechanism for quick resolution
of complaints; record keeping; and periodic review of such accounts. The first periodic
review of unclaimed deposits/inoperative accounts should be put up to their respective
bank Boards by September 30, 2012.

24.6 Treatment of certain savings bank accounts opened for credit of Scholarship
amounts and credit of Direct Benefit Transfer under Government Schemes
State and Central Governments have expressed difficulties in crediting cheques/Direct
Benefit Transfer/Electronic Benefit Transfer/Scholarships for students, etc. into
accounts/Accounts with zero balance opened for the beneficiaries under various
Central/State Government schemes but had been classified as dormant/inoperative due
to non-operation of the account for over two years.
Keeping the above in view, banks are advised that they may allot a different product
code in their CBS to all such accounts opened by banks so that the stipulation of
inoperative/dormant account due to non-operation does not apply while crediting
proceeds as mentioned above.
In order to reduce the risk of fraud etc., in such accounts, while allowing operations in
these accounts, due diligence should be exercised by ensuring the genuineness of
transactions, verification of signature and identity, etc. However, it has to be ensured
that the customer is not inconvenienced in any manner.

- 89 DBR-Master Circular on Customer Service in Banks 2015

24.7

Treatment

of

accounts

opened

for

credit

of

Scholarship

Amounts under Government Schemes

Bombay High Court has brought to our notice that banks fix a limit on total credits in
zero balance accounts opened for students studying in primary, secondary / higher
secondary schools and technical institutions. Resultantly, in cases where scholarship
amounts exceed the credit limit, banks do not allow the credit and return the amount to
the disbursement account of the Government. Further, in some cases banks are
reported to have closed zero balance accounts unilaterally without intimating student
beneficiaries concerned. Instances of banks refusing to open zero balance account for
students have also been brought to our notice.
As directed by the Bombay High Court, banks are advised to ensure that accounts of all
student beneficiaries under the various Central/State Government Scholarship
Schemes are free from restrictions of minimum balance and total credit limit.
25. Customer Confidentiality Obligations
The scope of the secrecy law in India has generally followed the common law principles
based on implied contract. The bankers' obligation to maintain secrecy arises out of the
contractual relationship between the banker and customer, and as such no information
should be divulged to third parties except under circumstances which are well defined.
The following exceptions to the said rule are normally accepted:
(i)

Where disclosure is under compulsion of law

(ii)

Where there is duty to the public to disclose

(iii)

Where interest of bank requires disclosure and

(iv)

Where the disclosure is made with the express or implied consent of the
customer.

25.1 Collecting Information from customers for cross-selling purposes

At the time of opening of accounts of the customers, banks collect certain information.
While complying with the above requirements, banks also collect a lot of additional
personal information.

- 90 DBR-Master Circular on Customer Service in Banks 2015

In this connection, the Committee on Procedures and Performances Audit on Public

Services (CPPAPS) observed that the information collected from the customer was
being used for cross selling of services of various products by banks, their subsidiaries
and affiliates. Sometimes, such information was also provided to other agencies. As
banks are aware, the information provided by the customer for KYC compliance while
opening an account is confidential and divulging any details thereof for cross selling or
any other purpose would be in breach of customer confidentiality obligations. Banks
should treat the information collected from the customer for the purpose of opening of
account as confidential and not divulge any details thereof for cross selling or any other
purposes. Banks may, therefore, ensure that information sought from the customer is
relevant to the perceived risk, is not intrusive, and is in conformity with the guidelines
issued in this regard.
Wherever banks desire to collect any information about the customer for a purpose
other than KYC requirements, it should not form part of the account opening form. Such
information may be collected separately, purely on a voluntary basis, after explaining
the objectives to the customer and taking his express approval for the specific uses to
which such information could be put. Banks should therefore, instruct all the branches to
strictly ensure compliance with their obligations to the customer in this regard.
26. Transfer of account from one branch to another
26.1 Instructions of a customer for transfer of his account to another office should be
carried out immediately on receipt of, and in accordance with, his instructions. It should
be ensured that along with the balance of the account, the relative account opening
form, specimen signatures, standing instructions, etc., or the master sheets wherever
obtained, are also simultaneously transferred, under advice to the customer.
26.2 The account transfer form with the enclosures may be handed over to the
customer in a sealed cover if he so desires for delivery at the transferee office / branch.
However, the transferee office should also be separately supplied with a copy of the
account transfer letter.
26.3 When an office receives an enquiry from a customer regarding the receipt of his
account on transfer from another office it should take up the matter with the transferor
- 91 DBR-Master Circular on Customer Service in Banks 2015

office by electronic means, in case it has not received the balance of the account and/or
other related papers even after a reasonable transit time.
27. Switching banks by customers
Banks should ensure that depositors dissatisfied with customer service have the facility
to switch banks and thwarting depositors from such switches would invite serious
adverse action.
28. Co-ordination with officers of Central Board of Direct Taxes
There is a need for greater co-ordination between the income-tax department and the
banking system. As such banks should extend necessary help/co-ordination to tax
officials whenever required. Further, banks will have to view with serious concern cases
where their staff connive/assist in any manner with offences punishable under the
Income Tax Act. In such cases in addition to the normal criminal action, such staff
member should also be proceeded against departmentally.
29. Declaration of Holiday under the Negotiable Instruments Act, 1881
In terms of Section 25 of the Negotiable Instruments Act, 1881, the expression "public
holiday" includes Sunday and any other day declared by the Central Government by
notification in the Official Gazette to be a public holiday. However, this power has been
delegated by the Central Government to State Governments vide the Government of
India, Ministry of Home Affairs' Notification No. 20-25-56-Pub-I dated 8 June, 1957.
While delegating the power to declare public holidays within concerned States under
Section 25 of the Negotiable Instruments Act, 1881, the Central Government has
stipulated that the delegation is subject to the condition that the Central Government
may itself exercise the said function, should it deem fit to do so. This implies that when
Central Government itself has notified a day as "public holiday" under Section 25 of the
Negotiable Instruments Act, 1881, there is no need for banks to wait for the State
Government notification.

- 92 DBR-Master Circular on Customer Service in Banks 2015

30. Miscellaneous
30.1 Sunday banking
In predominantly residential areas banks may keep their branches open for business on
Sundays by suitably adjusting the holidays.
Banks should keep rural branches open on weekly market day.
30.2 Accepting standing instructions of customers
Standing instructions should be freely accepted on all current and savings bank
accounts. The scope of standing instructions service should be enlarged to include
payments on account of taxes, rents, bills, school / college fees, licences, etc.
30.3 Clean Overdrafts for small amounts
Clean overdrafts for small amounts may be permitted at the discretion of branch
manager to customers whose dealings have been satisfactory. Banks may work out
schemes in this regard.
30.4 Rounding off of transactions
All transactions, including payment of interest on deposits/charging of interest on
advances, should be rounded off to the nearest rupee i.e., fractions of 50 paise and
above shall be rounded off to the next higher rupee and fraction of less than 50 paise
shall be ignored. Issue prices of cash certificates should also be rounded off in the
same manner. However, banks should ensure that cheques/drafts issued by clients
containing fractions of a rupee are not rejected or dishonoured by them.
31. Various Working Groups / Committees on Customer Service in Banks Implementation of the Recommendations
In order to keep a watch on the progress achieved by the bank in the implementation of
the recommendations of various working groups/Committees on customer service,
banks may examine the recommendations which have relevance in the present day
banking and continue to implement them. Banks may consider submitting periodically to
their Customer Service Committee of the Board a progress report on the steps/
measures taken in that regard.
- 93 DBR-Master Circular on Customer Service in Banks 2015

32. Code of Banks Commitment to Customers

Banks should follow various provisions of the Code of Banks Commitment to
Customers, implementation of which is monitored by the Banking Codes and Standards
Board of India (BCSBI).
*********

- 94 DBR-Master Circular on Customer Service in Banks 2015

Annex I
(See paragraph 6.2)
Recommendations of the Working Group to formulate a scheme for ensuring reasonableness of
bank charges
Sl
. No.
1.

Recommendations of the Working Group

as accepted by RBI
Identification of basic banking services
Banks have to follow two broad parameters for identifying
the basic banking services:
(A) Nature of transactions
a. Banking services that are ordinarily availed by
individuals in the middle and lower segments, will
be the first parameter. These will comprise
services related to deposit/loan accounts,
remittance services and collection services.
b. When the above transactions occur in different
delivery channels, for the purpose of pricing, they
may be treated on a separate footing.

Action points for banks

Banks are advised to identify the
basic banking services on the
basis of broad parameters
indicated by the Working Group.
The list of services identified by
the Working Group is only an
indicative one and banks may, at
their discretion, include within the
category of basic services such
additional services as they may
consider appropriate.

(B) Value of transactions

Low value of transactions with customers/public up to the
ceiling as given below will be the second parameter:
i.
ii.

Remittances up to ` 10,000/- in each instance

Collections below ` 10,000/- in each instance

(Foreign exchange transactions valued up to $ 500/-)

Based on the two parameters, the Working Group
recommends enumeration of the following as the basic
banking services:
Sr.No.
1
2
3
4
5
6
7
8
9
10
11

Service Relating to deposit accounts

Cheque book facility
Issue of Pass Book (or Statement)/Issue of
Balance Certificate
Issue of duplicate pass book or statement
ATM Cards
Debit cards (electronic cheque)
Stop payment
Balance enquiry
Account closure
Cheque Return Inward (cheque received for
payment)
Signature verification
Relating to Loan Accounts
No dues certificate
Remittance Facilities (including through
other banks) (Rupee or foreign exchange)

- 95 DBR-Master Circular on Customer Service in Banks 2015

12
13
14
15
16
17
18
19
20
21
22
23
24

25
26
27

2.

Demand Draft- Issue

Demand Draft- Cancellation
Demand Draft- Revalidation
Demand Draft- Duplicate Issuance
Payment Order Issue
Payment Order Cancellation
Payment Order Revalidation
Payment Order Duplicate Issuance
Telegraphic Transfer Issue
Telegraphic Transfer-Cancellation
Telegraphic Transfer Duplicate Issuance
Payment by Electronic Clearing Services
(ECS)
Transfer by National Electronic Fund Transfer
(NEFT) and Electronic Funds Transfer (EFT)
Collection facilities
Collection of Local cheques
Collection of Outstation cheques
Cheque Return-Outward (cheque deposited
for collection)

The above list is compiled only as a guide and the list

may not be treated as exhaustive. Banks, may at their
discretion, include within the category of basic services
such additional services as they consider appropriate.
Offering basic banking services outside the scope of
bundled products
Some of the banks do not levy charges on each individual
product or service. Products and services are bundled
and offered to a customer as a composite offering. The
bank recovers the cost of these operations through net
interest income. The bank achieves break-even levels
through higher average balances in customer accounts
which yield healthy interest margins or by imposing
charges for keeping inadequate balances. In so far as the
basic services are concerned, the banks objective should
be to ensure that these are made available to the users at
reasonable prices/charges and towards this, the basic
services should be delivered outside the scope of the
bundled products.

3.

Banks may implement the

recommendations of the Working
Group on making available the
basic
banking
services
at
reasonable prices/ charges and
towards this, delivering the basic
services outside the scope of the
bundled products.

Principles for ensuring reasonableness in fixing and

communicating the service charges
a. For basic services to individuals, the banks will
levy charges at the rates that are lower than the
rates applied when the same services are given
to non-individuals.
b. For basic services rendered to special category of
individuals (such as individuals in rural areas,
pensioners and senior citizens), banks will levy
charges on more liberal terms than the terms on
which the charges are levied to other individuals.
c. For the basic services rendered to individuals,
banks will levy charges only if the charges are just

The principles for ensuring

reasonableness in fixing and
communicating
the
service
charges, as enunciated by the
Working Group, may be adopted/
followed by banks

- 96 DBR-Master Circular on Customer Service in Banks 2015

and supported by reason.

d. For the basic services to individuals, the banks
will levy services charges ad-valorem only to
cover any incremental cost and subject to a cap.
e. Banks will provide to the individual customers
upfront and in a timely manner, complete
information on the charges applicable to all basic
services.
f. Banks will provide advance information to the
individual customers about the proposed changes
in the service charges.
g. Banks will collect for services given to individuals
only such charges which have been notified to the
customer.
h. Banks will inform the customers in an appropriate
manner recovery of service charges from the
account or the transaction.

4.

Banks will without fail inform the customers in all cases

when a transaction initiated by the bank itself results in or
is likely to lead to a shortfall in the minimum balance
required to be maintained.
Disclosure and notification of service charges
It is imperative that the customers are made aware of the
service charges upfront and the changes in services
charges are implemented only with prior notice to the
customers. For changes made in the charges, the notice
to customers need not necessarily be to each individual
customer, as it would be costly and impractical. The
Working Group finds that for proper disclosure, the banks
would do well to fully recognize the following needs of the
customers and take steps to ensure that these are met:

Banks may take steps to ensure

that customers are made aware
of the service charges upfront
and changes in the service
charges are implemented only
with the prior notice to the
customers.

A. Disclosure of the service charges:

Banks may consider the option of carrying out a

one-time publicity of the service charges so that
all customers are made aware of the charges;
The need for communicating the service charges
to the new customers at the time of beginning of
the relationship.
The need for displaying the charges in the notice
board at the branch and advertising in
newspapers, so as to disseminate information to
the customers/public, in addition to display on the
website as per Reserve Bank instructions.
The need for using appropriate method for
communicating the service charges to customers
of different profiles.

(B) Notifying the changes effected in the charges

The need for effecting any change in the charges

only with prior notification to the customers of at
least 30 days.
The need for providing an option to the customer

- 97 DBR-Master Circular on Customer Service in Banks 2015

5.

to accept the change and if not accepted, to exit

from the relationship with the bank within the
above 30 days without any cost.
Banks may consider the option of advertising the
changes in newspapers.
The need for including the information regarding
the changes in any communication sent to the
customer.
The need for displaying prominently in the notice
board as well as the website all the changes
effected in the preceding 30 days.

Other recommendations
(i) Deficiencies in the redressal of grievances
about service charges
Deficient grievance redressal in the banks, including a
process of prolonged correspondence, always leads to
complaints
being
escalated
to
the
Banking
Ombudsman/Reserve Bank of India. Banks are therefore
required to have a robust grievance redressal structure
and processes, to ensure prompt in-house redressal of all
their customer complaints.

The recommendations of the

Working
Group
relating
to
redressal of grievances and
financial education, as brought
out in column 2, may be
implemented by banks.

(ii) Financial Education

The Working Group recommends that full-fledged
information on bank products and their implications are to
be disclosed to the customers so that the customers can
make an informed judgment about their choice of
products.

- 98 DBR-Master Circular on Customer Service in Banks 2015

Annex II
(See paragraph 8.3.1)
Format of
Comprehensive Notice Board
(Updated up to___________)
A. CUSTOMER SERVICE INFORMATION:
(i) We have separately displayed the key interest rates on deposits & forex rates in the
branch.
(ii) Nomination facility is available on all deposit accounts, articles in safe custody and
safe deposit vaults.
(iii) We exchange soiled notes and mutilated notes.
(iv) We accept/exchange coins of all denominations.
(v) Please refer to our cheque collection policy for the applicable timeframes for
collection of local and outstation cheques.
(vi) For satisfactory accounts, we offer immediate credit of outstation cheque up to `
__________ (Please refer cheque collection policy).
(vii) Banks BPLR (Benchmark Prime Lending Rate) & its effective date
B. SERVICE CHARGES:
Sr.No.

Type of Account

Minimum Balance
Requirement

Charges for nonmaintenance thereof

(`)

(`)

Savings Account

C. GRIEVANCE REDRESSAL:
(i) If you have any grievances/complaints, please approach:
(ii) If your complaint is unresolved at the branch level, you may approach our
Regional/Zonal Manager at: (Address)
(iii) If you are not satisfied with our grievance redressal, you may approach the Banking
Ombudsman at: (Name, address, telephone numbers and email address should be
given)

- 99 DBR-Master Circular on Customer Service in Banks 2015

D. OTHER SERVICES PROVIDED:

i) We accept direct tax collection. (Please quote PAN/TAN on Challan. Do not drop the
Challans in the Drop Boxes).
ii) We open Public Provident Fund accounts.
iii) The Senior Citizens Savings Scheme, 2004 is operated here.
iv) Prime Ministers Rozgar Yojana / other schemes sponsored by Government of India
and State Government are operated here (if operated by the bank).
v) We offer SSI loans/products.
vi) We issue Kisan Credit Cards.
vii) We open Basic Savings Bank Deposit Accounts.
viii) Donations for PMs relief fund are accepted here.
E. INFORMATION AVAILABLE IN BOOKLET FORM
(Please approach MAY I HELP YOU Counter)
(i) All the items mentioned in (A) to (D) above.
(ii) The Citizen's Charter for Currency Exchange facilities.
(iii) Time norms for common transactions.
(iv) Design and security features of all the bank notes.
(v) Policy documents relating to Cheque Collection, Grievance Redressal
Mechanism, Security repossession and Compensation.
(vi) The complete service charges, including services rendered free of charge.
(vii) Fair Practices Code/The Code of Banks Commitment to Customers.
Information to be provided outside the premises:
- Name of the Bank / Branch:
- Weekly Holiday on:
- Weekly Branch Non-Banking Day:
- Branch Working Hours:

- 100 DBR-Master Circular on Customer Service in Banks 2015

Annex - III
(See paragraph 8.4)

Name of the BANK

RATES AT A QUICK GLANCE
AS ON ___________

Deposit Accounts
NATURE

RATE OF INTEREST
NORMAL
SENIOR
CITIZEN

Rural

MINIMUM BALANCE
Semi Urban

Urban

ACCOUNT
1. Savings Bank A/c
A. Domestic
a. With cheque
book facility
b. Without cheque
book facility
c. Basic Savings
Bank Deposit
Account
B. Non Resident
a. NRO
b. NRE

2. Term Deposits
A. Domestic
Term Deposits (All Maturities)

Rate of Interest
Up to & including
For Deposits above `15 Lakhs
` 15 Lakhs
but less than ` 1Crore

B. Non-Resident Accounts
a. NRO (All Maturities)
b. NRE (All Maturities)
1 year &
above but <
2 years

Rate of Interest
2 years &
3 years &
above but <
above but <
3 years
4 years

4 years & above

but < 5 years

For 5 years
(Maximum)

c. FCNR(B)
i) USD
ii) GBP
iii) EUR
iv) CAD
v) AUD

- 101 DBR-Master Circular on Customer Service in Banks 2015

LOANS
Processing
Charges

RATE OF INTEREST

LOANS
1. Housing Loan

Up to ` _
lakhs

More than
`__ lakhs Up
to `__ lakhs

Above
`__ lakhs Up
to `__ lakhs

Above
`__ lakhs

Floating Category
Up to 5 years
More than 5 Yrs &
up to 10 Yrs
More than 10 Yrs
Fixed Category
Up to 5 years
More than 5 Yrs &
up to 10 Yrs
More than 10 Yrs
2. Personal Loan
a) Consumer
Durable Loan
b) Senior Citizen
Loan Scheme
c) Personal Loan
Scheme
d)
3. Vehicle Loan
a. Two Wheeler
Loans
b. Three Wheeler
Loans
c. For New Cars
d. For Old Cars
4. Educational
Loans

Up to `4.00 lakhs
Repayable in
_ years

Repayable in
more than _
years

`4.00 lakhs up to
`20 lakhs
Repayable in Repayable in
_ years
more than _
years

For studies
in India =
For Studies
Abroad =

- 102 DBR-Master Circular on Customer Service in Banks 2015

CHARGES
Fee Based Services
1. Lockers
Type
of Locker
1
yr

Metro / Urban/
Semi Urban
2
yrs

Rural
3
yrs

1
yr.

2
Yrs

3
Yrs.

2. Credit Cards
Entrance Fees
Annual Fees
Add on Card
Service charges on
outstanding balance
Cash withdrawal fees
Hot listing charges
Other Charges
3. Debit Cards
International Debit Card

4. Drafts/TT/MT
Issue
Cancellation
5. Outstation cheque
collection
6. NEFT Money Transfer
7. RTGS Money Transfer
8. Cheque return charges
For Savings Accounts
For Current, Overdraft
Cash Credit Accounts
Dishonour of outstation
/ local bills & cheques

Inward =
Inward =
Outward Returns

Outward =
Outward =
Inward Returns

9. Cheque Book Issue

10. No Dues Certificate

- 103 DBR-Master Circular on Customer Service in Banks 2015

Annex IV
(See Paragraph 21.3)
DBOD.No.Leg.BC.38/C.233A-85

March 29, 1985

Notification

In exercise of the powers conferred on the Reserve Bank of India by sub-section (3) of section 45ZC and sub-section
(4) of section 45ZE of the Banking Regulation Act, 1949, respectively, the Reserve Bank of India hereby directs that
the inventory to be prepared before returning articles left in safe custody and the inventory to be prepared before
permitting removal of the contents of a safety locker, shall respectively be in the appropriate Forms set out as
enclosed or as near thereto as circumstances require.
Sd/A. GHOSH
Deputy Governor

Form of Inventory of articles left in safe custody with banking company

(Section 45ZC (3) of the Banking Regulation Act, 1949)
The following inventory of articles left in safe custody with___________________________________ branch, by
Shri/Smt. _______________________ (deceased) under an agreement/receipt dated _____ was taken on this,
______________ day of ______________ 20 ________.
Sr.
No.

Description of Articles in Safe Custody

Other Identifying Particulars, if any

The above inventory was taken in the presence of :

1.

Shri/Smt. _______________________ (Nominee)

Shri/Smt. _____________________
(Appointed on behalf of minor Nominee)

Address_____________________________ OR Address____________________________
Signature ____________________________

Signature_____________________________

I, Shri/Smt. _____________________________ (Nominee / appointed on behalf of minor Nominee)

hereby acknowledge receipt of the articles comprised and set out in the above inventory together with a
copy of the said inventory.

- 104 DBR-Master Circular on Customer Service in Banks 2015

Shri/Smt. _____________________ (Nominee)

Shri/Smt. _______________________

Signature ______________________

(Appointed on behalf of minor Nominee)

Date & Place____________________

Signature _______________________
Date & Place_____________________

Form of Inventory of Contents of

Safety Locker Hired from Banking Company
(Section 45ZE (4) of the Banking Regulation Act, 1949)
The following inventory of contents of Safety Locker No. ____________ located in the Safe Deposit Vault
of ________________, __________________ Branch at ______________.
* hired by Shri/Smt. __________________________ deceased in his/her sole name.
* hired by Shri/Smt. (i) ________________________________ (deceased)
(ii) ________________________________ Jointly
(iii) ________________________________
was taken on this _______________ day of _____________ 20___.
Sr.
No.

Description of Articles in Safety Locker

Other Identifying Particulars, if any

For the purpose of inventory, access to the locker was given to the Nominee/and the surviving hirers

who produced the key to the locker.

by breaking open the locker under his/her/their instructions.

The above inventory was taken in the presence of:

1. Shri/Smt. __________________________ (Nominee)
Address ___________________________

____________________
(Signature)

or
1. Shri/Smt. __________________________ (Nominee)
Address ___________________________

____________________
(Signature)

and
Shri/Smt. __________________________
Address ___________________________

____________________
(Signature)

- 105 DBR-Master Circular on Customer Service in Banks 2015

Shri/Smt.

__________________________

________________

Address ___________________________

(Signature)

Survivors

of

joint hirers

2. Witness(es) with name, address and signature:

*

I, Shri/Smt. ________________________________ (Nominee)

We, Shri Smt. _______________________________ (Nominee), Shri/Smt.

________________________ and Shri/Smt. _________________________ the survivors of the joint

hirers, hereby acknowledge the receipt of the contents of the safety locker comprised in and set out in the
above inventory together with a copy of the said inventory.
Shri/Smt. ______________________ (Nominee)
Signature ______________________

Shri/Smt. ______________(Survivor)
Signature ______________________

Date & Place____________________

Shri/Smt. ______________(Survivor)
Signature ______________________
Date & Place___________________

(* Delete whichever is not applicable)

- 106 DBR-Master Circular on Customer Service in Banks 2015

Annex V
(See Paragraph 5.13)

To:

1.

The Branch Manager

____________________________________________ [Name of the Bank]
____________________________________________ [Name of the Branch]*
____________________________________________ [Name of the City]
Customer Information:
Name of the Customer
Account No.
Debit Card / ATM Card No.

2.

:
:
:

ATM Information:
ATM ID/Location, if ID is not available
Name of the ATM Bank

3.

:
:

Nature of the Complaints

a) Complaint relating to Cash Withdrawal:
:
:
:
:
:

[`
[`
[`
[
[

]
]
]
] (mm/dd/yy)
]

b) Card Capture by ATM

c) Other complaints

Amount requested for withdrawal

Amount actually disbursed at ATM
Amount to the account debited
Date of transaction
Time of transaction

Date:

Signature of the Card Holder

Contact Tel/Mobile No.

*(Name of the bank branch where cardholder account is maintained which is linked to ATM card)

------- X -------

- 107 DBR-Master Circular on Customer Service in Banks 2015

Annex VI
(Please see para 14.3.2)
Illustrative but not Exhaustive List of Objections where Customers are not at Fault

(Applicable for Instrument and Image-based Cheque Clearing as detailed

in Annexure D to Uniform Regulations and Rules for Bankers' Clearing Houses)
Code
No.
33
35
36
37
38
39
40
41
42
60
61
62
63
67
68
70
71
72
73
74
75
76
80
81
82
83
84
87
92

Reason for Return

Instrument mutilated; requires bank's guarantee
Clearing House stamp / date required
Wrongly delivered / not drawn on us
Present in proper zone
Instrument contains extraneous matter
Image not clear; present again with paper
Present with document
Item listed twice
Paper not received
Crossed to two banks
Crossing stamp not cancelled
Clearing stamp not cancelled
Instrument specially crossed to another bank
Payee's endorsement irregular / requires collecting bank's confirmation
Endorsement by mark / thumb impression requires attestation by
Magistrate with seal
Advice not received
Amount / Name differs on advice
Drawee bank's fund with sponsor bank insufficient (applicable to submembers)
Payee's separate discharge to bank required
Not payable till 1st proximo
Pay order requires counter signature
Required information not legible / correct
Bank's certificate ambiguous / incomplete / required
Draft lost by issuing office; confirmation required from issuing office
Bank / Branch blocked
Digital Certificate validation failure
Other reasons-connectivity failure
'Payee's a/c Credited' - Stamp required
Bank excluded

- 108 DBR-Master Circular on Customer Service in Banks 2015

Annex VII
(Please see para 4.1.1)
Basic Savings Bank Deposit Account Frequently Asked Questions
1. Query
Whether the guidelines issued on no-frills account with 'nil' or very low minimum
balances will continue even after the introduction of Basic Savings Bank Deposit
Account?
Response
No.

In

supersession

of

instructions

contained

in

circular

DBOD.No.Leg.

BC.44/09.07.005/2005-06 dated November 11, 2005 on No Frill accounts, banks have

now been advised to offer a 'Basic Savings Bank Deposit Account' to all their customers
vide DBOD.No.Leg.BC.35/09.07.005/2012-13 dated August 10, 2012, which will offer
minimum common facilities as stated therein. Banks are required to convert the existing
'no-frills' accounts into 'Basic Savings Bank Deposit Accounts'.
2. Query
Can an Individual have any number of 'Basic Savings Bank Deposit Account' in one
bank?
Response
No. An individual is eligible to have only one 'Basic Savings Bank Deposit Account' in
one bank.
3. Query
Whether a 'Basic Savings Bank Deposit Account' holder can have any other saving
account in that bank ?
Response
Holders of 'Basic Savings Bank Deposit Account' will not be eligible for opening any
other savings account in that bank. If a customer has any other existing savings account
- 109 DBR-Master Circular on Customer Service in Banks 2015

in that bank, he / she will be required to close it within 30 days from the date of opening
a 'Basic Savings Bank Deposit Account'.
4. Query
Can an individual have other deposit accounts where one holds 'Basic Savings Bank
Deposit Account?
Response
Yes. One can have Term/Fixed Deposit, Recurring Deposit etc., accounts in the bank
where one holds 'Basic Savings Bank Deposit Account'.
5. Query
Whether the Basic Savings Bank Deposit Account can be opened by only certain types
of individuals like poor and weaker sections of the population?
Response
No. The 'Basic Savings Bank Deposit Account' should be considered as a normal
banking service available to all customers, through branches.
6. Query
Whether there are any restrictions like age, income, amount, etc criteria for opening
BSBDA by banks for individuals?
Response
No. Banks are advised not to impose restrictions like age and income criteria of the
individual for opening BSBDA.
7. Query
Is the 'Basic Savings Bank Deposit Account' a part of the Financial Inclusion plans of
banks?
Response

- 110 DBR-Master Circular on Customer Service in Banks 2015

The aim of introducing 'Basic Savings Bank Deposit Account' is very much part of the
efforts of RBI for furthering Financial Inclusion objectives. All the accounts opened
earlier

as

'no-frills'

account

vide

DBOD

Circular

dated

DBOD.No.Leg.BC.44/09.07.005/2005-06 dated November 11, 2005 should be renamed

as BSBDA as per the instructions contained in paragraph 2 of our Circular DBOD. No.
Leg.BC.35/09.07.005/2012-13 dated August 10, 2012 and all the new accounts opened
since the issue of our circular DBOD.No.Leg.BC.35 dated August 10, 2012 should be
reported under the monthly report of the progress of Financial Inclusion plans submitted
by banks to RPCD, CO.
8. Query
What are KYC norms applicable to BSBDA accounts? Are there any relaxations in KYC
norms for BSBDAs?
Response
The 'Basic Savings Bank Deposit Account' would be subject to provisions of PML Act
and Rules and RBI instructions on Know Your Customer (KYC) / Anti-Money
Laundering (AML) for opening of bank accounts issued from time to time. BSBDA can
also be opened with simplified KYC norms. However, if BSBDA is opened on the basis
of Simplified KYC, the accounts would additionally be treated as BSBDA-SMALL
account and would be subject to the conditions stipulated for such accounts as
indicated in 3.2.2(I)(A)(vi) of Master Circular dated July 01, 2015 on 'KYC norms / AML
standards / Combating of Financing of Terrorism (CFT) / Obligation of banks under
PMLA, 2002'.
9. Query
Can I have a Small Account in ABC Bank as per the Government of India Notification
No.14/2010/F.No.6/2/2007-E.S. dated December 16, 2010. Can I have additionally a
'Basic Savings Bank Deposit Account?
Response

- 111 DBR-Master Circular on Customer Service in Banks 2015

No, the BSBDA customer cannot have any other savings bank account in the same
bank. If 'Basic Savings Bank Deposit Account is opened on the basis of simplified KYC
norms, the account would additionally be treated as a 'Small Account' and would be
subject to conditions stipulated for such accounts as indicated in paragraph
3.2.2(I)(A)(vi) of Master Circular dated July 01, 2015 on 'KYC norms / AML standards /
Combating of Financing of Terrorism (CFT) / Obligation of banks under PMLA, 2002'.
10. Query
What are the conditions stipulated for accounts which are additionally to be treated as
BSBDA-Small Account?
Response
As notified in terms of Govt of India notification dated December 16, 2010, BSBDASmall Accounts would be subject to the following conditions:
i. Total credits in such accounts should not exceed one lakh rupees in a year
ii. Maximum balance in the account should not exceed fifty thousand rupees at any time
iii. The total of debits by way of cash withdrawals and transfers will not exceed ten
thousand rupees in a month
iv. Foreign remittances cannot be credited to Small Accounts without completing
normal KYC formalities
v. Small accounts are valid for a period of 12 months initially which may be extended by
another 12 months if the person provides proof of having applied for an Officially Valid
Document
vi. Small Accounts can only be opened at CBS linked branches of banks or at such
branches where it is possible to manually monitor the fulfilments of the conditions.
11. Query
What kinds of services are available free in the 'Basic Savings Bank Deposit Account?
Response
- 112 DBR-Master Circular on Customer Service in Banks 2015

The services available free in the 'Basic Savings Bank Deposit Account will include
deposit and withdrawal of cash; receipt / credit of money through electronic payment
channels or by means of deposit / collection of cheques at bank branches as well as
ATMs.
12. Is there requirement of any initial minimum deposit while opening a BSBDA as per
the circular dated August 10, 2012?
Response
There is no requirement for any initial deposit for opening a BSBDA.
13. Query
Whether banks are free to offer more facilities than those prescribed for Basic Savings
Bank Deposit Account?
Response
Yes. However, the decision to allow services beyond the minimum prescribed has been
left to the discretion of the banks who can either offer additional services free of charge
or evolve requirements including pricing structure for additional value-added services on
a reasonable and transparent basis to be applied in a non-discriminatory manner with
prior intimation to the customers. Banks are required to put in place a reasonable
pricing structure for value added services or prescribe minimum balance requirements
which should be displayed prominently and also informed to the customers at the time
of account opening. Offering such additional facilities should be non - discretionary,
non-discriminatory and transparent to all Basic Savings Bank Deposit Account
customers. However, such accounts enjoying additional facilities will not be treated as
BSBDAs.
14. Query
If BSBDA customers have more than 4 withdrawals and request for cheque book at
additional cost, will it cease to be a BSBDA?
Response

- 113 DBR-Master Circular on Customer Service in Banks 2015

Yes.

Please

refer

to

response

to

the

above

query

(Query

No.13).

However, if the bank does not levy any additional charges and offers more facilities free
than those prescribed under BSBDA a/cs without minimum balance then such a/cs can
be classified as BSBDA.
15. Query
Whether the existing facility available in a normal saving bank account of Five free
withdrawals in a month in other banks ATMs as per IBA (DPSS) instructions will hold
good for BSBDA?
Response
No. In BSBDA, banks are required to provide free of charge minimum four withdrawals,
through

ATMs

and

other

mode

including

RTGS/NEFT/Clearing/Branch

cash

withdrawal/transfer/internet debits/standing instructions/EMI, etc It is left to the banks to

either offer free or charge for additional withdrawal/s. However, in case the banks
decide to charge for the additional withdrawal, the pricing structure may be put in place
by banks on a reasonable, non-discriminatory and transparent manner by banks.
16. Query
Are the banks free to levy annual ATM Debit Card charges?
Response
Banks should offer the ATM Debit Cards free of charge and no annual fee should be
levied on such Cards.
17. Query
Whether Balance enquiry in ATMs also should be counted within the four withdrawals
permitted under BSBDA?
Response
Balance enquiry through ATMs should not be counted in the four withdrawals allowed
free of charge at ATMs.

- 114 DBR-Master Circular on Customer Service in Banks 2015

18. Query
If a customer of BSBDA agrees not to have ATM debit card should the bank give ATM
debit card by force?
Response
ATM debit cards may be offered at the time of opening BSBDA and issued if the
customer requests for the same in writing. Banks need not force ATM debit cards on
such customers.
19. Query
What about customers who are illiterate or old who may not be in a position to safe
keep and use the ATM debit card and PIN associated with it?
Response
Banks while opening the BSBDA should educate such customers about the ATM Debit
Card, ATM PIN and risk associated with it. However, if customer chooses not to have
ATM debit card, banks need not force ATM debit cards on such customers. If, however,
customer opts to have an ATM debit card, banks should provide the same to BSBDA
holders through safe delivery channels by adopting the same procedure which they
have been adopting for delivery of ATM debit card and PIN to their other customers.
20. Query
Whether Passbooks are also to be offered free to BSBDA holders?
Response
Yes. BSBDA holders should be offered passbook facility free of charge in line with our
instructions contained in Circular DBOD.No.Leg.BC.32/09.07.005/2006-07 dated
October 4, 2006.
21. Query
If a customer opens a BSBDA but does not close his existing Savings Bank Account
within 30 days, are banks then free to close such savings bank accounts?

- 115 DBR-Master Circular on Customer Service in Banks 2015

Response
While opening the BSBDA, customers consent in writing be obtained that his existing
non-BSBDA Savings Banks accounts will be closed after 30 days of opening BSBDA
and banks are free to close such accounts after 30 days.
22. Query
In certain accounts like MGNREGA where disbursements are made weekly and if a
month has five weeks, it may result in more than four withdrawals. In such cases can
banks permit five withdrawals?
Response
In BSBDA, banks are required to provide free of charge minimum four withdrawals,
including through ATM and other mode. Beyond four withdrawals, it is left to discretion
of the banks to either offer free or charge for additional withdrawal/s. However, pricing
structure may be put in place by banks on a reasonable, non-discretionary, nondiscriminatory and transparent manner by banks.
23. Query
What is the prescribed rate of interest payable on balances in such Basic Savings Bank
Deposit Account?
Response
Our instructions contained in circular DBOD.Dir.BC.75/13.03.00/2011-12 dated January
25, 2012 on Deregulation of Savings Bank Deposit Interest Rate, are applicable to
deposits held in Basic Savings Bank Deposit Account.
24. Query
In terms of RBI circular DPSS.CO.CHD.No.274/03.01.02/2012-13 dated August 10,
2012, if payable at par / multi-city cheques are issued to BSBDA customers based
on their request, can banks prescribe minimum balance requirements?
Response

- 116 DBR-Master Circular on Customer Service in Banks 2015

BSBDA does not envisage cheque book facility in the minimum facilities that it should
provide to BSBDA customers. They are free to extend any additional facility including
cheque book facility free of charge (in which case the account remains BSBDA) or
charge for the additional facilities (in which case the account is not BSBDA).
25. Query
What is the definition of Basic Savings Bank Deposit Account(BSBDA)?
Response
All the existing No-frills accounts opened pursuant to guidelines issued vide circular
DBOD.No.Leg.BC.44/09.07.005/2005-06 dated November 11, 2005 and converted into
BSBDA

in

compliance

with

the

guidelines

issued

in

circular

DBOD.No.Leg.BC.35/09.07.005/2012-13 dated August 10, 2012 as well as fresh

accounts opened under the said circular should be treated as BSBDA. Accounts
enjoying additional facilities under the reasonable pricing structure for value added
services, exclusively for BSBDA customers should not be treated as BSBDAs.
26. Query
What is the time frame available to banks for converting No-Frills Account as Basic
Savings Bank Deposit Account? What is the time frame available to banks for issuing
ATM Cards to all the existing Basic Savings Bank Deposit Account holders?
Response
All the existing No-Frill accounts may be treated as BSBDA accounts from the date of
the circular i.e., August 10, 2012 and banks may offer the prescribed facilities as per the
circular such as issuing ATM card etc., to the existing No-Frill account holders as and
when the customer approaches the bank. However, customers opening new accounts
after the issue of our circular should be provided with the prescribed facilities
immediately on opening of the account.
27. Query
Whether the normal saving bank account can be converted into BSBDA at the request
of customer?
- 117 DBR-Master Circular on Customer Service in Banks 2015

Response
Yes. Such customers should give their consent in writing and they should be informed
of the features and extent of services available in BSBDAs.
28 Query
Whether Foreign Banks in India are also required to open BSBDA for customers?
Whether Circular dated August 10, 2012 on BSBDA is applicable to Foreign Banks
having branches in India?
Response
RBI instructions/guidelines contained in circular dated August 10, 2012 on BSBDA is
applicable to all scheduled commercial banks in India including Foreign Banks having
branches in India.

- 118 DBR-Master Circular on Customer Service in Banks 2015

Annex VIII
(Please see para 22.2)

F.No./No. 1/2/ (Uttarakhand)/2011 VS -CRS

GOVERNMENT OF INDIA
MINISTRY OF HOME AFFAIRS
OFFICE OF THE REGISTRAR GENERAL, INDIA
V.S. Division, West Block I, R.K. Puram, New Delhi 110066
Tele-fax: 26104012 E-mail [email protected]
Dated 16-08-2013
CIRCULAR
Sub: Procedure for Registration of Death of Missing persons in Natural
Calamities affected areas in Uttarakhand.
The Inter Ministerial Group (IMG) on Uttarakhand headed by the Cabinet Secretary in
its meeting held on 2.08.2013, has requested the Registrar General and Census
Commissioner, India to formulate a standard procedure for issuing death certificate after
due inquiry in case of the missing persons of Uttarakhand and other States.
Accordingly, the following procedure is communicated for necessary action by the
concerned Chief Registrars of Births and Deaths.
2. As per the provision of Section 7(2) of the Registration of Births and Deaths (RBD)
Act, 1969, the registration of birth and death has to take place at the place of
occurrence of the event. In normal circumstances, the death is registered only on the
reports from persons mentioned in section 8 of the RBD Act, 1969. However, in
extraordinary cases like the one in Uttarakhand, reports from public servants after due
enquiry can be made use of for registering the deaths.
3. As regards persons whose dead body has been found, it is needless to state that the
normal process of issuing Death Certificates should be followed.

- 119 DBR-Master Circular on Customer Service in Banks 2015

4. In case of missing persons, who in all likelihood have died but the dead body is not
traceable, all reasonable efforts should be made to determine that the person has in all
likelihood died in the natural calamity that occurred in Uttarakhand. The following
process of enquiry may be followed in this regard:
Process
The missing persons can be divided into the following categories:
(i)

Permanent residents of the flood affected villages and permanent residents of the
nearby villages of Uttarakhand who were present in the flood affected villages
during the catastrophe.

(ii)

Residents of other districts of Uttarakhand who were present in the flood affected
villages during the catastrophe.

(iii) Tourists from other States who were present in the flood affected villages during
the catastrophe.

Process to be followed in the case of permanent residents of the flood affected

villages and permanent residents of the nearby villages of Uttarakhand who were
present in the flood affected villages during the catastrophe.
1. A FIR/Missing Person Report should be filed by close relatives or next of kin at the
place of residence of the person who is missing and presumed dead.
2. The FIR/Missing Person Report should be referred to the concerned Police Station
under whose jurisdiction the person went missing. Notarised Affidavit regarding
missing should be filed by next of kin and should be kept as a permanent record.
3. The FIR/Missing Person Report should then be forwarded to the designated officer
(Pargana Adhikari/SDM) of the concerned area in Uttarakhand along with report of
Police Station and supporting documents for identification like ration card, family
register, bank passbook etc.
4. The designated Officer should conduct a detailed enquiry regarding the missing
person.
5. Based on the enquiry as detailed above the designated officer of Uttarakhand should
issue a speaking order regarding the provisional presumption of death.
6. The Designated Officer should then cause publication of the list of missing persons
provisionally presumed dead in the Newspaper, Government Gazette in Hindi and
- 120 DBR-Master Circular on Customer Service in Banks 2015

English and also host the same on the Government Website for the purpose of
obtaining Claims and Objections.
7. Claims and Objections should be received within 30 days
8. If no claim or objection is received within the time period, the Designated Officer
should issue the Death Certificate.
9. The death certificate should be made available free of cost to the next of kin. The
death certificate should also be sent to the Police Station where the FIR/Missing
Person Report was filed.
10. In case of Claims and Objections, an appeal would lie with the Officer immediately
superior to the Designated Officer (to be nominated by the State Government). After
dealing with the appeal, speaking Orders should be sent to the Designated Officer
who would then take appropriate action to issue the death certificate or deny it.
Process to be followed in case of residents of other districts of Uttarakhand who
were present in the flood affected villages during the catastrophe
1. FIR/Missing Person Report should be filed by close relatives or next of kin at the
place of residence in the originating district.
2. If FIR/Missing Person Report has already been filed in calamity affected areas of
Uttarakhand, the designated officer should forward the same to the designated
Officer/SHO of the police station at the place of usual residence in the district of
origin of the missing person, for local enquiry at their end.
3. Notarised Affidavit regarding missing to be filed by next of kin and to be kept as a
permanent record.
4. The enquiring officer in the originating district should conduct enquiry to establish
the following facts:
a) That the family members or relatives or friends of the person concerned had filed
FIR/Missing Person Report well in time (before 30th June, 2013). If it is beyond,
this time limit, the reasons for approaching the police late should be enquired.
b) That the person concerned had travelled to the affected areas of Uttarakhand
before 16th June, 2013.
c) That the person has been missing after his departure for affected district.
d) The enquiry report should be sent to the concerned Designated Officer at the
affected areas of Uttarakhand.
- 121 DBR-Master Circular on Customer Service in Banks 2015

5. Based on the enquiry report of the officer in the originating district, the Designated
Officer in affected areas of Uttarakhand should further enquire into the fact of
disappearance of the persons concerned, by looking into the database of missing
persons maintained by the missing persons cell at Dehradun by the State
Government. He should also take into account all available information including the
Statements of witnesses if any and last call data and other relevant data from
mobile phone service providers to arrive at a conclusion regarding the death of the
person. All available evidences may be taken into consideration before concluding
whether the person has died or not. This may include police reports, enquiries from
relief camps and affidavit submitted by the close relatives/next of kin etc.
6. Based on the enquiry as detailed above the designated officer of affected areas
may issue a speaking order regarding the provisional presumption of death. This
order should be communicated to the Designated Officer in the Originating district.
7. On receipt of such Order, the Designated Officer in the originating district should
cause publication of the list of missing persons presumed dead in the Newspaper,
Government Gazette in Hindi and English and also host the same on the
Government Website for the purpose of Claims and Objections.
8. Claims and Objections may be received within 30 days
9. If no claim or objection is received within the time period, the Designated Officer in
the originating district should send a report to the designated Officer in affected
areas of Uttarakhand.
10. Based on this report, the Designated Officer in affected areas of Uttarakhand should
issue the Death Certificate.
11. The death certificate should be made available free of cost to the next of kin. The
death certificate should also be sent to the Police Station where the FIR/Missing
Person Report was filed and to the designated officer in the originating district.
12. In case of Claims and Objections, an appeal would lie with the Officer immediately
superior to the Designated Officer (to be nominated by the State Government). After
dealing with the appeal, speaking Orders should be sent to the Designated Officer
in affected areas of Uttarakhand, who would then take appropriate action to issue
the death certificate or deny it.

- 122 DBR-Master Circular on Customer Service in Banks 2015

Process to be followed in case of Tourists from other States who were present in
the flood affected villages during the catastrophe.
1. FIR/Missing Person Report, to be filed by close relatives or next of kin at the place of
residence in the originating State.
2. If FIR/Missing Person Report have already been filed in Uttarakhand, the designated
officer of Uttrakhand should forward the same to the designated Officer/SHO of the
police station at the place of usual residence in the State of origin of the missing
person, for local enquiry at their end.
3. Notarised Affidavit regarding missing to be filed by next of kin and to be kept as a
permanent record.
4. The enquiring officer in the originating State should conduct enquiry to establish the
following facts:
a) That the family members or relatives or friends of the person concerned had filed
FIR/Missing Persons Report well in time (before 30th June, 2013). If it is beyond,
this time limit, the reasons for approaching the police late should be enquired.
b) That the person concerned had travelled to Uttarakhand before 16th June, 2013.
c) That the person has been missing after his departure for Uttarakhand.

For

arriving at his conclusion, the enquiry officer should also verify with reference to
the database maintained for this purpose by the Resident Commissioner of the
originating State Government at New Delhi or the authorised officers of the State
Government who had camped at Dehradun during June 2013 to conduct enquiries
on missing persons from their States.
d) The enquiry report should be sent to the concerned Designated Officer at
Uttarakhand.
5. Based on the enquiry report of the officer in the originating State, the Designated
Officer in Uttarakhand should further enquire into the fact of disappearance of the
persons concerned, by looking into the database of missing persons maintained by
the missing persons cell at Dehradun by the State Government. He should also take
into account all available information including the Statements of witnesses if any
and last call data and other relevant data from mobile phone service providers to
arrive at a conclusion regarding the death of the person. All available evidences
may be taken into consideration before concluding whether the person has died or

- 123 DBR-Master Circular on Customer Service in Banks 2015

not. This may include police reports, enquiries from relief camps and affidavit
submitted by the close relatives/next of kin etc.
6. Based on the enquiry as detailed above the designated officer of Uttarakhand may
issue a speaking order regarding the provisional presumption of death. This order
should be communicated to the Designated Officer in the Originating State.
7. On receipt of such Order, the Designated Officer in the originating State should
cause publication of the list of missing persons presumed dead in the Newspaper,
Government Gazette in the local language of the State and English and also host
the same on the Government Website for the purpose of Claims and Objections.
8. Claims and Objections may be received within 30 days
9. If no claim or objection is received within the time period, the Designated Officer in
the originating State should send a report to the designated Officer in Uttarakhand.
10. Based on this report, the Designated Officer in Uttarakhand should issue the Death
Certificate.
11. The death certificate should be made available free of cost to the next of kin. The
death certificate should also be sent to the Police Station where the FIR/Missing
Person Report was filed and to the designated officer in the Originating State.
12. In case of Claims and Objections, an appeal would lie with the Officer immediately
superior to the Designated Officer (to be nominated by the originating State
Government). After dealing with the appeal, speaking Orders should be sent to the
Designated Officer in Uttarakhand, who would then take appropriate action to issue
the death certificate or deny it.
4. For enabling this process the designated Officer (Pargana Adhikari/SDM) in
Uttarakhand may be declared as a Registrar of Death under Section 7(1) of the
Registration of Births and Deaths (RBD) Act, 1969. In all the above cases,
registration of death may be done at the place of occurrence of death/presumed
death in accordance with provision made under Section 7(2) of RBD Act.

S/d
(P. A. Mini)
Deputy Registrar General

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To,
The Chief Registrar of Births & Deaths and
Secretary, Medical, Health & Family Welfare,
Chander Nagar,
Uttarakhand,
DEHRADUN-248 001.

- 125 DBR-Master Circular on Customer Service in Banks 2015

Annex IX
(Please see para 8.5)
Format of Key Fact Statement/ Fact Sheet
Key Fact Statement
LOAN.(NAME OF THE SPECIFIC LOAN PRODUCT)
1

Loan amount

Loan term

Interest type
(fixed or floating)

(a) Interest chargeable

(In case of Floating Rate Loans)

(a)

.% (BASE RATE +)

(b) Interest chargeable

(In case of Fixed Rate Loans)

(b)

.%

Date of reset of interest

Mode of communication of changes in

interest rates
Fee payable

d
e

On application
(Pl individually specify all type of
fee )
During the term of the loan
(Pl individually specify all type of
fee )
On foreclosure
(Pl individually specify all type of
fee )
Fee refundable if loan not
sanctioned/disbursed
Conversion charges for switching
from floating to fixed interest and
vice-versa
Penalty for delayed payments

- 126 DBR-Master Circular on Customer Service in Banks 2015

EMI payable

Details of security/collateral obtained

10

Date on which annual outstanding

balance statement will be issued

Note : The font size of Key Fact Sheet should be minimum Arial-12

- 127 DBR-Master Circular on Customer Service in Banks 2015

Annex X
(Please see para 16.7)
Names of Public Sector, Private Sector and Foreign banks that have been advised
to appoint Chief Customer Service Officer
Sr.
Name of Bank
Category of Bank (Public
No.
Sector/ Private Sector/ Foreign)
State Bank of India
1.
Public Sector
2.
State Bank of Bikaner & Jaipur
Public Sector
3.
State Bank of Hyderabad
Public Sector
4.
State Bank of Mysore
Public Sector
5.
State Bank of Patiala
Public Sector
6.
State Bank of Travancore
Public Sector
7.
Allahabad Bank
Public Sector
8.
Andhra Bank
Public Sector
9.
Bank of Baroda
Public Sector
10. Bank of India
Public Sector
11. Bank of Maharashtra
Public Sector
12. Canara Bank
Public Sector
13. Central Bank of India
Public Sector
14. Corporation Bank
Public Sector
15. Dena Bank
Public Sector
16. Indian Bank
Public Sector
17. Indian Overseas Bank
Public Sector
18. Oriental Bank of Commerce
Public Sector
19. Punjab National Bank
Public Sector
20. Punjab & Sind Bank
Public Sector
21. Syndicate Bank
Public Sector
22. Union Bank of India
Public Sector
23. United Bank of India
Public Sector
24. UCO Bank
Public Sector
25. Vijaya Bank
Public Sector
26. IDBI Bank Ltd.
Public Sector
27. Bharatiya Mahila Bank Ltd.
Public Sector
28. ICICI Bank Ltd.
Private Sector
29. HDFC Bank Ltd.
Private Sector
30. Axis Bank Ltd.
Private Sector
31. Kotak Mahindra Bank Ltd.
Private Sector
32. Indusind Bank Ltd.
Private Sector
33. Standard Chartered Bank
Foreign
34. Citibank N.A.
Foreign
35. Hongkong & Shanghai Banking
Foreign
Corporation Ltd
- 128 DBR-Master Circular on Customer Service in Banks 2015

Appendix
List of Circulars consolidated in the Master Circular
Sr.
No.
1

2
3

4
5

6
7
8
9
10
11

12

13

14
15

16

Ref. No.

Date

Particulars

DBOD.No.Sch.BC.12/C.95- 73

13.02.1973 Purchase of Local Cheques,

Drafts, etc. during suspension
of Clearing
DBOD.No.Clg.BC.72/94
15.09.1975 Banking hours/working days of
bank branches
DBOD.No.Leg.BC.158/C.90 (H) 76
29.12.1976 Opening accounts in the name
of minors with Mothers as
guardians
DBOD.No.40/94-77
20.04.1977 Changes in Banking Hours
DBOD.No.Leg.BC.130/C.466 (IV)-78
28.09.1978 Implementation
of
the
Recommendations
of
the
Working Group on Customer
Service in Banks
DBOD.No.Com.BC.28/C.408(A)-81
23.02.1981 Maintenance of savings bank
pass books : precautions
DBOD.BL.BC.19/C-168-83
07.03.1983 Extension of Banking Hours of
Branches of Banks
DBOD.No.Leg.BC.73/C.466 (IV) /83
25.08.1983 Availability of staff during
working hours
Annexure

IV
to
circular 23.03.1985 Nomination Facility
DBOD.No.Leg.BC.34/C.233A-85
DBOD.No.Leg.BC.38/C.233A- 85
29.03.1985 The
Banking
Companies
(Nomination) Rules, 1985
DBOD.No.GC.BC-92/C.408A (89-85)
05.08.1985 Review of grievance Redressal
Machinery (Issued to Public
Sector Banks)
DBOD.No.Leg.BC.58.C.233A-86
14.05.1986 Nomination Facility Certain
Clarifications and
Separate
nomination
for
savings bank account and
pension account
DBOD.No.Leg.BC.69/C.466(IV) 86
16.06.1986 Recommendations of working
(Recommendation Nos.
Group on Customer Service
9,10,11,13,18,28,31,50,51(a),
(Talwar Committee) (issued to
56,77,143,144,151,153,158,170,171
Public Sector Banks)
Talwar Committee)
DBOD.No.BP.BC.18/C.469-87
19.02.1987 Co-ordination with officers of
Central Board of Taxes
DBOD.No.Leg.BC.10/C.466(IV)-87
23.03.1987 Recommendations of working
Group on Customer Service
(Talwar Committee) (Issued to
Private Sector Banks)
DBOD.NO.GC.BC.10/C-408/87
16.07.1987 Review of grievances redressal
machinery (issued to Public
- 129 DBR-Master Circular on Customer Service in Banks 2015

29

Sector Banks)
25.02 1988 Nomination facility
30.01.1989 Encashment of drafts
03.03.1989 Issuing cheque books with
larger number of leaves (Issued
to Public Sector Banks)
DBOD.No.Leg.BC.19/C.90(H)-89
08.09.1989 Opening accounts in the name
of minors with Mothers as
guardians
DBOD.No.Leg.BC.28/C.90(H)-89
06.10.1989 Opening accounts in the name
of minors with Mothers as
guardians
DBOD.No.Dir.BC.36/C.347/90
22.10.1990 Rounding off of transactions
DBOD.No.Leg.BC.90/C.466 (IV) -91
28.02.1991 Nomination Facility
DBOD.No.BC.74/09.07.001/91-92
28.01.1992 Committee
on
Customer
(Recommendation Nos. 3.1,3.2, 3.4,3.5,
Service
in
Banks

3.7,3.21,3.24,3.26,3.52,
Implementation
of
3.53,3.66,3.70,3.77,3.80,3.87,
recommendations
(Goiporia
3.88,3.93,3.96 Goiporia
Committee)
Committee)
DBOD.No.BC.135/09.07.007/92-93
27.05.1992 Extension of Business hours
(Recommendation No. 3.3 Goiporia
Committee)
DBOD.Leg.BC.13/09.08.001/92
31.07.1992 Acceptance of cheques bearing
a date in Hindi as per National
Calendar (Saka Samvat) for
payment
DBOD.No.BC.76/09.07.007/92-93
11.02.1993 Delay in collection of bills
(Recommendation No. 3.34 Goiporia
Committee)
DBOD.No.BC.189/09.07.007/93
27.10.1993 Complaint Book / Register
Recommendation No. 3.67 (Goiporia
Committee)
DBOD.NO.202/17.04.001/93
06.12.1993 Photographs of Depositors

30
31

DBOD.No.BC.46/17.04.001/94-95
DBOD.No.BC.146/09.08.001/94

32
33

DBOD.No.BC.14/09.07.007/96
DBOD.No.BC.15/09.08.004 /96-97

34

DBOD.Leg.BC.108/09.07.007/ 97-98

35
36

DBOD.No.BP.BC.12/21.01.023/98
DBOD.No.BC.100 /09.07.007/98-99

37

DBOD.BC.No.59/09.07.007/98-99

17
18
19

20

21

22
23
24

25

26

27

28

DBOD.No.Leg.BC.98/C.90(H) (D)-88
DBOD.No.Leg.BC.66/C.466 (iv)- 89
DBOD.Leg.BC.87C/466(IV) 89

22.04 1994 Photographs of Depositors

14.12.1994 Declaration of Holiday under
the Negotiable Instruments Act,
1881
14.02.1996 Photographs of Depositors
28.02.1997 Nomination facility Sole
Proprietary Concern
25.09.1997 Issuing large number of cheque
books
11.02.1998 Confidentiality Obligations
12.10.1998 Operation of Accounts by Old &
Incapacitated Persons
28.05.1999 Incorporating
the
legend

- 130 DBR-Master Circular on Customer Service in Banks 2015

38
39
40
41

42

43
44
45

46
47
48

49
50

Nomination Registered
07.09.1999 Fixing service charges by
banks
DBOD.No.BC.147/09.07.007/99-2000
09.03.2000 Issue of duplicate demand draft
DBOD.No.Leg.BC.70/09.07.007/200016.01.2001 Disposal of term deposits on
01
maturity
DBOD.BC.No.55/09.07.007/2001-02
01.01.2002 Release of other assets of the
deceased clients to their legal
heirs
DBOD.BC.No.63/09.07.007/2001-02
04.02.2002 Release of other assets of the
deceased clients to their legal
heirs
DBOD.Leg.BC.86/09.07.007/2001-02
08.04.2002 Erroneous Debits arising on
fraudulent or other transactions
DBOD.Leg.113/09.12.001/2002-03
26.06.2003 Dishonour of Cheques
Procedure thereof
DBOD.No.Leg.BC.74/09.07.005/2003-04 10.04.2004 Committee on Procedures and
Performance Audit on Public
Services -Report No. 3 Banking Operations; Deposit
Accounts and Other Facilities
Relating to Individuals (Nonbusiness)
DBOD.AML.BC.No.83/14.01.001/2003- 12.05.2004 Collecting Information from
2004
customers
DBOD.No.Leg.BC.84/09.07.005/2003- 15.05.2004 Opening of Current Accounts
04
by banks - Need for discipline
DBOD.Dir.BC.86/13.10./99-00

DBOD.No.Leg.1246/09.07.007
09.06.2004 Recommendations
of
the
(CPPAPS)/2003-04
CPPAPS
(Recommendation Nos. 1,3,5,6, 8
Report No. 3 - Tarapore Committee)
DBOD.No.Leg.BC.22/09.07.005/200404.08.2004 Opening of Current Accounts
05
by banks - Need for discipline
Governor's D.O. letter
14.08.2004 Customer Service Committee of
the Board

51

DBOD.No.Leg.BC.55/09.07.005/200405

52

DBOD.No.Leg.BC.78/09.07.005/200405

53

DBOD.No.Leg.BC.79/09.07.005/200405

01.11.2004 Immediate Credit for local /

outstation
cheques, Time
frame for Collection of Local /
Outstation Instruments, Interest
payment for delayed collection
Cheque Collection Policy
16.04.2005 CPPAPS

Standing
Committee
on
Customer
Service
19.04.2005 Role of Customer Service
Committee of the Board
Monitoring the Implementation
of Awards under Banking

- 131 DBR-Master Circular on Customer Service in Banks 2015

54

DBOD.No.Leg.BC.95/09.07.005/200405

55

DBOD.No.Leg.BC.52/09.07.005/200506
DBOD.BP.BC No.56/21.01.001/200506

56

57
58

CSD.BOS.5/13.33.01/2005-06
DBOD.No.Leg.BC.28/09.07.005/200607

59

DBOD.No.Leg.BC.32/09.07.005/200607
DBOD.No.Leg.BC.42/09.07.005/200607
DBOD.No.Leg.BC.49/09.07.005/200607
DBOD.No.Dir.BC.56/13.03.00/20062007

60
61
62

63

DBOD.No.Leg.BC.60/09.07.005/200607

64

DBOD.No.Leg.BC.75/09.07.005/200607
DBOD.No.Leg.BC.78/09.07.005/200607

65

66

DBOD.No.Leg.BC.94/09.07.005/200607

67

DBOD.No.Leg.BC.30/09.07.005/200708
DBOD.No.Leg.BC.51/09.07.005/200708

68

69

DBOD.No.Leg.BC.80/09.07.005/200708

Ombudsman Scheme
09.06.2005 Settlement of claims in respect
of deceased depositors
Simplification of procedure
28.12.2005 Financial Inclusion - Printed
material in trilingual form
23.01.2006 Collection of account payee
cheque
Prohibition on
crediting proceeds to third party
account
20.07.2006 Complaint Form
01.09.2006 Address/ Tel No. of the branch
in Pass book / Statements of
Accounts
04.10.2006 Non Issuance of Pass books to
SB Account holders
10.11.2006 Issue of Duplicate Demand
Draft
18.12.2006 Cheque Drop box facility
02.02.2007 Report of the Working Group to
formulate
a
scheme
for
ensuring reasonableness of
bank charges
22.02.2007 Analysis & Disclosure of
Complaints Unimplemented
awards issued by BOs
05.04.2007 Nomination Facility in Single
Deposit Account
17.04.2007 Extension of Safe Deposit
Locker/Safe Custody Article
Facility and access to Safe
Deposit Locker/Return of Safe
Custody Articles by Banks
07.05.2007 Annual Policy Statement for
2007-08 IT enabled Financial
Inclusion
03.09.2007 Branch Level Customer Service
Committees
19.11.2007 Legal Guardianship certificate
issued under the National Trust
Act, 1999 empowering the
disabled persons with autism,
cerebral
palsy,
mental
retardation
and
multiple
disabilities
02.05.2008 Settlement of Claims in respect
of missing persons

- 132 DBR-Master Circular on Customer Service in Banks 2015

70
71
72

DBOD.No.Leg.BC.81/09.07.005/200708
DBOD.No.Leg.BC.91/09.07.005/200708
DBOD.No.Dir.BC.15/13.03.00 /2008-09

73

DBOD.No.Leg.BC.33/09.07.005/200809

74

DBOD.No.Leg.BC.34/09.07.005/200809
DBOD.No.Leg.BC.38/09.07.005/200809
DBOD.No.Leg.BC.42/09.07.005/200809

75
76

77
78

DBOD.No.Leg.BC.47/09.07.005/200809
DPSS.CO.(CHD).No.873/03.09.01/200
8-09

79

DPSS.No.1424 /02.10.02/2008-2009

80

DBOD.No.Leg.BC.114/09.07.005/200809

81

DPSS.No.101/02.10.02/2009-10

82

DBOD.No.Leg.BC.24/09.07.005/200910

83

DBOD.No.Leg.BC.30/09.07.005/200910
DBOD.BP.BC.No.32/21.01.001/200910

84

85

DBOD.No.Leg.BC.37/09.07.005/200910

02.05.2008 Grievance Redressal

Mechanism
04.06.2008 Banking Facilities to the visually
challenged
01.07.2008 Master Circular on Interest
Rates on Deposits
22.08.2008 Display of Information by Banks
Comprehensive Notice
Board
22.08.2008 Unclaimed Deposits
Inoperative Accounts in banks
28.08.2008 Acceptance of Cash over the
counter
12.09.2008 Display of Information relating
to Interest rates and Service
Charges Rates at quick
glance
19.09.2008 Payment
of
Interest
on
accounts frozen by banks
24.11.2008 Delay in Cheque Clearing
Case No. 82 of 2006 before the
National Consumer Disputes
Redressal Commission
11.02.2009 Reconciliation of transactions at
ATMs failure Time limit
09.03.2009 Acknowledgement
of
Nomination and indicating the
name of the nominee in pass
books / Fixed Deposit Receipts
17.07.2009 Reconciliation of Transactions
at ATMs Failure -Time Limit
21.07.2009 Grievance
Redressal
Mechanism in banks- Display of
names of Nodal Officers
appointed under the Banking
Ombudsman Scheme, 2006
12.08.2009 Payment
of
interest
on
accounts frozen by banks
27.08.2009 Collection of Account Payee
Cheque
Prohibition on
Crediting Proceeds to Third
Party Account
2.09.2009 Display of information regarding
Local level Committees set up
under the National Trust for the
Welfare of Persons with
Autism, cerebral Palsy, Mental
Retardation
and
Multiple

- 133 DBR-Master Circular on Customer Service in Banks 2015

86
87

DBOD.No.Leg.BC.55/09.07.005/200910
DBOD.No.Leg.BC.59/09.07.005/200910

Disabilities Act, 1999

30.10.2009 Inoperative Accounts
9.11.2009

88

DPSS.No.1316/02.10.02/2009-2010

18.12.2009

89

DPSS/CO/PD 2018/02.10.002/2009-

19.03.2010

90

CSD.PRS.No.4(CIR)
10

91

DBOD.BP.BC.No.47/21.01.001/201011

01.10.2010

92

DPSS.CO.No.882/02.23.02/2009-10

18.10.2010

93

DPSS.CO.PD
2011

94

DBOD.No.Leg.BC.83/09.07.005/201011

30.03.2011

95

DPSS.PD.No.2632/02.10.002/20102011
DPSS.CO.CHD.No.120/03.06.01/201112

27.05.2011

97

DBOD.BP.BC.26/21.01.001/2011-12

1.08.2011

98

DPSS.PD.CO.No.223/02.14.003/20112012

04.08.2011

99

DPSS (CO) EPPD No./274/04.03.01 12.08.2011

/2011-12

100

DPSS (CO) RTGS

No.388/04.04.002/2011-2012
DPSS.PD.CO.No.62/02.27.019/20112012

96

101

/20.40.01/2009- 19.5.2010

2224/02.14.003/2010- 29.03.2011

25.07.2011

05.09.2011
05.10.2011

Dishonour of Cheques- Dealing

with incidents of frequent
dishonor
Display of Information for
Lodging of ATM Related
Complaints
Customer complaints relating to
ATM transactions
Board Meeting to Review and
Deliberate
on
Customer
Service
Collection of Account Payee
Cheque
Prohibition on
Crediting Proceeds to Third
Party Account
Transactions
at
ATMProcedural Amendment - Pin
Validation for Every Successive
Transaction
Security Issues and Risk
mitigation measures- Online
alerts to the cardholder for
usage of credit/debit cards
Banking
Companies
(Nomination) Rules, 1985
Clarifications
Reconciliation of transactions at
ATMs failure Time Limit
Dishonor / Return of Cheques Need to Sign / Initial the
Cheque Return Memo
Misuse of Banking ChannelsIssue and payment of Demand
Drafts for ` 50,000/- and above
Security Issues and Risk
mitigation measures related to
Card Not Present (CNP)
transactions
Discretion to customers for
selection between RTGS and
NEFT
RTGS service charges for
members
Domestic Money Transfer
Relaxations

- 134 DBR-Master Circular on Customer Service in Banks 2015

102
103

DBOD No.Leg BC 46/09.07.005/201112

DBOD No. Leg.BC 48/09.07.005/201112

104

DBOD.AML BC.No.47/14.01.001/201112

105

DBOD.BP.BC.49/21.01.001/2011-12

106

DBOD.BP.BC.50/21.01.001/2011-12

107

DPSS.Co.PD.No.1098/02.23.02/201112

108

DPSS (CO) EPPD

No.1199/04.03.01/2011-12
DPSS (CO) EPPD
No.1204/04.03.01/2011-12

109

110
111
112
113

DBOD.No.Leg.BC.81/09.07.005/201112
DBOD.No.Leg.BC.83/09.07.005/201112
DBOD.No.Leg.BC.89/09.07.005/201112
DPSS (CO) EPPD
No.1894/04.03.01/2011-12

04.11.2011 Repayment
of
Term/Fixed
Deposits in banks
04.11.2011 Non-Issuance of Passbooks to
Savings banks Account holders
(individuals)
04.11.2011 Payment of
Cheques/Drafts/Pay
Orders/Bankers Cheques
4.11.2011 Issue of Demand Drafts for
` 20000/- and above
4.11.2011 Collection of Account Payee
Cheques
Prohibition
on
Crediting Proceeds to Third
Party Account
22.12.2011 Mobile Banking Transactions in
India Operative Guidelines for
Banks
05.01.2012 Providing Positive Confirmation
to the Originator
05.01.2012 Payment of penal interest for
delayed credit/ refund of NEFT
transactions.
07.02.2012 Display list of Inoperative
Accounts
5.03.2012 Display of Names of Nodal
Officers.
26.03.2012 Witness in Nomination Forms
12.04.2012 National
Electronic
Funds
Transfer (NEFT) - Acceptance
of NEFT inward for credit to
Loan Accounts
20.04.2012 Printing of MICR code and
IFSC
code
on
passbook/statement of account
27.04.2012 Intra-bank Deposit Accounts
Portability

114

DPSS(CO) No 1934/04.04.002/20112012

115

DBOD.AML.BC.No.97/14.01.001/201112

116

DBOD.No.Dir.BC.107/13.03.00/2011-12 05.06.2012 Home Loans-Levy of foreclosure charges/pre-payment

penalty
DBOD.No.Leg.BC.108/09.07.005/2011- 06.06.2012 Strengthening the Regulatory
12
Framework
for
Unclaimed
Deposits
DPSS CO (EPPD)/98/04.03.01/2012-13 13.07.2012 National
Electronic
Funds
Transfer (NEFT) System Rationalisation of customer
charges

117

118

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119

120

121

122

123

124

125

126

127

128

129

130

131

132

17.07.2012 Home loans Levy of

Foreclosure Charges /Prepayment penalty
DBOD.No.Leg.BC.35/09.07.005/201210.08.2012 Financial Inclusion - Access to
13
Banking
Services
Basic
Savings Bank Deposit Account
DPSS.CO.CHD.No.274 / 03.01.02 /
10.08.2012 Issue of Multicity / Payable at
2012-13
All Branches Cheques by CBS
enabled Banks
DPSS.CO.CHD.No.284/03.06.03/2012- 13.08.2012 Stipulation of Compensation for
13
delay in Clearance of Local
Cheques
DBOD.No.Leg.BC.37/09.07.005/201216.08.2012 Premature Repayment of Term
13
/ Fixed Deposits in Banks with
"Either or Survivor" or "Former
or
Survivor"
mandate
Clarification
DBOD.No.Leg.BC.38/09.07.005/20125.09.2012 Banking Facilities to Visually
13
Challenged / Persons with
Disabilities
DPSS (CO) EPPD
12.10.2012 National
Electronic
Funds
No.622/04.03.01/2012-13
Transfer (NEFT) Requirement
of Indian Financial System
Code (IFSC) in transactions
DPSS.CO.EPPD.
21.11.2012 National / Regional Electronic
No.825/04.03.02/2012-13
Clearing Service (NECS /
RECS) Extension of service
to remaining branches
DBOD.No.Dir.BC.74/13.03.00/2012-13 24.01.2013 Interest
Rates on and
Premature
Withdrawal
of
Rupee Term Deposits
DBOD.AML.BC.No.78/14.01.001/2012- 29.01.2013 AML/KYC/PML Act, 2002
13
Shifting of bank accounts to
another centre
DPSS(CO)PD.No.1462/02.14.003/2012 28.02.2013 Security and Risk Mitigation
-13
Measures
for
Electronic
Payment Transactions
DPSS.CO.CHD.No.1622/04.07.05/2012 18.03.2013 Standardization
and
-13
Enhancement
of
Security
Features in Cheque Forms /
Migrating
to
CTS
2010
Standards
DPSS.CO.CHD.No.2030/03.06.01/2012 07.05.2013 Delay in Re-presentation of
-2013
Technical Return Cheques and
Levy of Charges for such
Returns
Mail box clarification

DBOD.No.Leg.BC.100/09.07.005/2012- 31.05.2013 Acknowledgement by banks at

13
the time of submission of Form
- 136 DBR-Master Circular on Customer Service in Banks 2015

133

DBOD.No.Dir.BC.26/13.03.00/2013-14

134

DPSS.CO.CHD.No.133/ 04.07.05 /
2013-2014

135

DPSS.CO.PD.No.289/02.10.002/20132014

136

DBOD.No.Leg.BC.48/09.07.005/201314

137

DBOD.BP.BC.No.49/21.04.018/201314

138

DBOD.No.Leg.BC.52/09.07.005/201314

139

DBOD.No.Leg.BC.53/09.07.005/201314

140

DBOD.No.Leg.BC.61/09.07.005/201314

141

DBOD.No.Leg.BC.65/09.07.005/201314
DBOD.No.Dir.BC.67/13.10.00/2013-14

142

15-G/ 15-H
01.07.2013 Recommendations
of
Damodaran Committee on
Customer Service in Banks Uniformity in Intersol Charges
16.07.2013 Standardization
and
Enhancement
of
Security
Features in Cheque Forms /
Migrating
to
CTS
2010
Standards
01.08.2013 ATM
Transactions

Enhancement of Customer
Service
03.09.2013 Settlement
of
Claims
of
Deceased
Depositor

Simplification of Procedure
Placing of claim forms on
banks website
03.09.2013 Disclosure
of
customer
complaints and unreconciled
balances on account of ATM
transactions
11.09.2013 Financial Inclusion Access to
Banking Services Basic
Savings Bank Deposit Account
(BSBDA) FAQs
17.09.2013 Unclaimed Deposits/Inoperative
Accounts in banks Treatment
of
certain
savings
bank
accounts opened for credit of
Scholarship amounts and credit
of Direct Benefit Transfer under
Government Schemes
21.10.2013 Settlement of Claims in respect
of
Missing
Persons
in
Uttarakhand Disaster
06.11.2013 Timely Issue of TDS Certificate
to Customers
26.11.2013 Charges Levied by Banks for
Sending SMS Alerts
13.01.2014 Legal Guardianship Certificates
issued under the Mental Health
Act, 1987 and National Trust for
the Welfare of Persons with
Autism, Cerebral Palsy, Mental
Retardation
and
Multiple
Disabilities Act, 1999
21.01.2014 NEFT - Customer Service and
Charges - Adherence to

143

DBOD.No.Leg.BC.84/09.07.005/201314

144

DPSS.CO.EPPD No.1583/ 04.03.01

/2013-14
- 137 DBR-Master Circular on Customer Service in Banks 2015

145
146

DBOD.No.Leg.BC.108/09.07.005/201314
DBOD. Dir.BC.109/13.03.00/2013-14

06.05.2014

147

DBOD.No.Dir.BC.110/13.03.00/2013-14 07.05.2014

148

DBOD.No.Leg.BC.113/09.07.005/201314

21.05.2014

149

Mailbox Clarification

20.06.2014

06.05.2014

Procedural Guidelines and

Circulars
Opening of Bank Accounts in
the Names of Minors
Levy of Penal Charges on NonMaintenance
of
Minimum
Balances
in
Inoperative
Accounts
Levy of Foreclosure Charges /
Pre-payment
Penalty
on
Floating Rate Term Loans
Need for Bank Branches /
ATMs to be made accessible to
persons with disabilities
Repayment of Term/ Fixed
Deposits in Banks

Circulars issued during July 01, 2014 June 30, 2015

150
151

152
153

154
155

156

DBOD.No.Leg.BC.36/ 09.07.005/ 201415

DBOD.No.Leg.BC.37/ 09.07.005/ 201415

1.09.2014

Inoperative Accounts

1.09.2014

DBOD.No.BP.BC.35/21.04.048/201415
DBR.Dir.BC.No.47/13.03.00/2014-15

1.09.2014

Treatment of accounts opened

for
credit of
Scholarship
Amounts under Government
Schemes
Timelines for Credit Decisions

DBR.Leg.No.BC.64/ 09.07.005/ 201415

DBR.No.Leg.BC.91/ 09.07.005/ 201415
Press Release : 2014-2015/2374

20.11.2014 Levy of Penal Charges on Nonmaintenance

of
Minimum
Balances in Savings Bank
Accounts
22.01.2015 Display of Information by Banks
23.04.2015 Rights of Transgender Persons
- Changes in Bank Forms /
Applications etc.
11.05.2015 Press Release- RBI advises
Banks to appoint Internal
Ombudsman (issued to Public
Sector Banks, and some
Private Sector and Foreign
Banks)

- 138 DBR-Master Circular on Customer Service in Banks 2015

Circulars issued by Indian Banks Association

Sr.
Ref. No.
No.
1. OPR.C/22-09/006

Date

Particulars

02.01.2004 Cheque Drop Box Facility

2.

CIR/BOD/25-04/2004-05/435

21.03.2005 Savings Bank Rules

3.

OPR/Misc.3/107

4.

RB/CIR/disc/698

06.05.2005 Cheques / Instruments lost in

transit / in clearing process at
paying bank's branch
24.10.2005 Disclosure of information by
banks in the public domain
--------- X ----------

- 139 DBR-Master Circular on Customer Service in Banks 2015