Customer Service Policy and Citizen Charter

1.      Introduction

Matters relating to customer service are required to be deliberated by the board to ensure that the instructions issued by Reserve Bank of India on Customer Service are implemented in its true spirits. Commitment of hassle-free customer service at large and the common person in particular are the major responsibility of the Board.

This policy meets the regulatory requirement and explain in detail the Customer Service framework put in place by the bank in line with the guidelines applicable to payments banks.

2.      Objective

The key objectives of the policy are as under:

·       Ensure courteousness, fairness and reasonableness in all the dealings with the customers.

·       Ensure transparent communication of information pertaining to products, services and related procedures.

·       Ensure privacy and confidentiality of customer information.

·       Handle customer complaints quickly and empathetically.

·       Review product approval process with respect to suitability and appropriateness for the customers.

·       Formulate mechanism for implementation and adherence to the Fair Practices Code including matters such as transparent communication regarding the service charges, processing fees and interest rates, non-discrimination between customers and redressal of customer complaints.

·       Facilitate continuous improvement in quality of the customer service in the Bank.

·       Take steps proactively to protect customer’s interests.

3. Applicability

This Policy is applicable to all customers of the Airtel Payments Bank.

4.  Branch Level Customer Service Committee

Branch Level Customer Service Committee of the Board acts as a forum to enable customers to meet and interact with the Bank Staff and provide feedback on services provided by the Bank and help in building trust amongst the customers. This committee consists of the Branch staff and customers of the Branch (including one senior citizen customer).

5. Customer Service Committee of the Board

The members of Customer Service Committee of the Board, interalia, include learned independent directors. An illustrative role of the Customer Service Committee are as under:

i)   Formulation of comprehensive deposit policy, customer service policy and customer communication strategies of the bank.

ii)  Ensure customers are treated fairly all the times and complaints raised by them are dealt with courtesy and in time; examine any other issues having a bearing on the quality of customer service rendered.

iii)   Monitoring the implementation of awards under the Banking Ombudsman Scheme.

iv)   Submit a detailed memorandum to the Board of Directors, once every six months, on review of customer service / customer care aspects including initiation of prompt corrective action wherever service quality / skill gaps have been noticed.

v)  Formulate and approve Fair Practices Code to customers and oversee implementation of commitments towards customers.

vi)  Ensure that all regulatory instructions regarding customer service are followed by the Bank.

vii) Carry out any other function as is referred by the Board from time to time or enforced by any statutory notification / amendment or modification as may be applicable.

viii)  Deliberate and review the awards given by the Banking Ombudsman and all the awards remaining unimplemented for more than three months with the reasons thereof.

6. Standing Committee on Customer Service

This body consists of senior management officials of the Bank.

The Committee focuses on building and strengthening customer service orientation in the Bank through initiating various measures including simplifying processes for improvement in customer service levels. The Committee holds periodic meetings to discuss service updates, ongoing projects specifically targeted towards improvement of customer service and appropriate actions arising from discussions.

The Committee carries out the following specific functions:

·      Evaluate feedback on quality of customer service received.

·      Review the practice and procedures prevalent in the bank and take necessary corrective action, on an ongoing basis by ensuring through formulation of procedures and operational practices.

·      Review comments/feed-back on customer service and implementation of Bank’s Code of Commitments to Customers formulated by Banking Codes and Standards Board of India (BCSBI).

·      Review complaints related to non-compliance of Code of Commitment.

Channels for Raising Complaints

a. Customer can register the complaint in writing, orally, telephonically or via an email. The contact details of various channels are indicated below:

• On Call: 400/88006-88006
• E mails: wecare@airtelbank.com
• At the Bank's website: Contact Us section

b. Branch Customer Officers: These officials are placed at the controlling offices/branches.

c. Banking Point: The Banking Point can raise complaints on behalf of the customers.

d. Grievance Officer:  In case the customer is not satisfied with the resolution given by the above channels he can reach out to the grievance officer.

e. Principal Nodal Officer:  She/he is an employee of a senior rank in the Head Office who will monitor the entire customer service mechanism and identify areas of improvement. 

Board approved policies on Customer Service

The Vision of the bank is to enrich the lives of its customers. It strives to enhance its customer experience and build a lasting relationship by delivering better results every time. Customer service is a priority objective along with profit, growth and fulfillment of social obligations. Towards this objective the bank, has this board approved policy covering the following sub-policies.

I.               Comprehensive Deposit Policy

The important functions of the Payments Bank are to accept deposits from the public, facilitate financial inclusion and enable the account holders to participate in the banking services. This policy document outlines the guiding principles in respect of formulation of various deposit products offered by the bank and terms and conditions governing the conduct of the account. The deposit policy recognizes the rights of depositors and aims at dissemination of information with regard to various aspects of acceptance of deposits, conduct and operations of various deposits accounts, etc.

II.              Customer Compensation Policy

Airtel Payments Bank offers high levels of service to its customers. In the event, for  reasons beyond the control of the bank or inadvertently, the bank is unable to meet the service levels committed in the dealings with individual customer, compensation policy will be applicable. The Compensation policy is therefore, designed to cover areas relating to unauthorized debiting of account, remittances within India, foreign exchange services, etc. The policy is based on principles of transparency and fairness in the treatment of customers.

III.            Customer Grievance Redressal Policy

Airtel Payments Bank believes that providing prompt and efficient service is essential not only to attract new customers, but also to retain existing ones. This policy document aims at minimizing instances of customer complaints and grievances through proper service delivery, review mechanism and to ensure prompt redressal of customer complaints and grievances The policy document highlights important points viz. complaint, complaint registration process, complaint management system, timeline for resolution, escalation matrix and the stakeholders entrusted with the task of implementing this policy.

7.      Dissemination of Bank’s Policies

Airtel Payments Bank will ensure that wide publicity is given to its policies by placing them prominently on the web-site and its salient features at its branches/touch points. The customers are clearly apprised of the assurances of the bank on the services on these aspects at the time of establishment of the initial relationship as a depositor. The bank will also take necessary steps to keep the customers duly updated of the changes in the important policies applicable to customers through various channels.

8. Rights of Transgender Persons

Airtel Payments Bank ensures to include ‘third gender’ in all forms/applications etc. wherever gender classification is envisaged.

9. Opening / Operation of Deposit Account

a.     Comply with KYC guidelines

Airtel Payments Bank complies with RBI directions on KYC / AML and has a board approved KYC policy for Customer Identification, Customer Acceptance, obtaining recent photograph of the prospective customer, monitoring of transactions in the accounts etc.

b.     Savings Bank Rules

Airtel Payments Bank consider issuing statement of accounts through various modes (internet, mobile and at touch points at a nominal printing cost). Terms and Conditions of savings bank account will form part of account opening form, copy of the same will be made available on request and updated on the website as well.

c.     Minimum balance in savings bank accounts/Current Accounts

At the time of opening the accounts, the bank will 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 will be transparently made known to all depositors in advance with one month’s notice. The bank will 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.

Penal charges to be levied for not maintaining the minimum balance is decided with the approval of Board of the bank. It will be ensured that such penal charges are reasonable and not out of line with the average cost of providing the services. Further, it will be ensured that the balance in the savings account/current account does not turn into negative balance solely on account of levy of charges for non-maintenance of minimum balance. These guidelines will be brought to the notice of customers apart from being disclosed on the bank's website.

d.     Entries in the statement of accounts

Airtel Payments Bank consider issuing statement of accounts through various modes (internet banking, m-pass book, and at touch points at a nominal printing cost).  Bank will give constant attention to ensure entry of correct and legible particulars in the pass books and statement of accounts. With a view to avoiding inconvenience to depositors, bank will avoid inscrutable entries in statement of accounts and ensure that brief, intelligible particulars are invariably entered.

e.     Address / Telephone Number in Statement of Accounts

Airtel Payments Bank ensures that full address / phone no. /email id of the bank are mentioned in the statement of accounts.

f.      Printing of IFSC code on statement of account

The bank ensures the printing of the Indian Financial System Code (IFSC) is a pre-requisite for National Electronic Funds Transfer (NEFT) and Real Time Gross Settlement (RTGS) transactions in the statement of account.

g.     Payment of interest on accounts frozen by bank

With regard to the savings bank accounts frozen by the Enforcement authorities, Airtel Payments Bank will credit the interest to the account on a regular basis.

h.     Acknowledgement by bank at the time of submission of Form 15-G / 15-H

Bank will not deduct TDS from depositors who submit declaration in Form 15-G/15-H under Income Tax Rules, 1962.

i.    Timely Issue of TDS Certificate to Customers

With a view to protect the interests of the depositor and for rendering better customer service, bank will provide TDS Certificate in Form 16A, to their customers in respect of whom the bank has deducted tax at source. Bank has 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.

10.  Acceptance of Cash Over The Counter

Airtel Payments Bank will ensure that their branches invariably accept cash over the counters from all their customers who desire to deposit cash at the counters. Further, the bank will refrain from incorporating clauses in the terms and conditions which restrict deposit of cash over the counters.

11.  Display of Information by Bank

i)         Notice Board at branch points

Airtel Payments Bank will disseminate salient features of various products offered by the bank and its terms and conditions to customers at its branches/touch points, which, is one of the modes of imparting financial education. This enables customers to take considered decision regarding products and services of the bank and be aware of their rights as also the obligations of the bank. It also disseminates information on grievance redressal mechanism, enhances the quality of customer service and improves the level of customer satisfaction.

ii)       Dissemination through website

Airtel Payments Bank ensure that the customers are able to easily access the relevant information from the Home Page of the bank’s web-sites through various hyperlinks in a user friendly manner. The information, among others, include relating to interest rate on deposits, service charges, fee for various services and grievance redressal mechanism.

Bank will also ensure that only latest updated information is placed on their web-sites.

12. Grievance Redressal Mechanism

Airtel Payments Bank has in place a Customer Relationship Management (CRM)/Complaint Management System (CMS) to enable efficient and effective tracking and resolution of complaints. 

All complaints from the customers, shall be logged into CRM/CMS. With this the bank shall not only ensure that all the complaints received are recorded and resolved, but shall also ensure effective monitoring / escalation mechanism to the senior functionary responsible so as to make sure that none of the complaints remain unresolved.

The internal mechanism for recording and resolution of complaints shall function efficiently at all times and shall be monitored on daily basis. The staff are adequately trained for handling complaints efficiently.

The system will also be used to deal with the issues relating to services provided by outsourced agencies/Business Correspondents/Access points and the bank will ensure that the respective stakeholders resolve customer issues expeditiously and effectively.

The system will also be available for resolving issues related to the insurance distribution undertaken by the bank as a certified corporate agent.

13. Resolution of Complaints

A.    General Guidelines

i.      The complaints will be analyzed from all possible angles. Specific timelines have been established for handling complaints and disposing them at all levels. 

ii.      Details of the Complaints not redressed within one month will be sent by the concerned branch/Relationship Official to the Principal Nodal Officer and keep him updated regarding the status of the complaint.

iii.      Branch and customer service officials must send action taken report on complaints received to the Head office on a real time basis.

B.           The Bank shall ensure that information on banking ombudsman scheme is available on the bank website.

Timeline for responding/resolving complaints

a.    Normal cases (other than the one mentioned below): 7 working days

b.    Fraud cases, Legal cases and cases which need retrieval of documents and exceptionally old records): 15 working days

c.     Cases involving third party including other banks): 30 working days

d.    NEFT/RTGS complaints will be resolved within 7 working days.

e.    Chargeback related cases: 45 to 90 working days or as per Card Network Operator  Guidelines

f.      If any case needs additional time, the Bank will inform the customer, the reasons for the delay in resolution and provide expected time lines for resolution of the issue

For more details, the Customer Grievance Redressal Policy may please be referred.

 Mandatory Display of Information on the website

-       Names, complete address and contact details of the officials who can be contacted for redressal of complaints.

-       Name and contact details of the Principal Nodal Officer and Banking Ombudsman under whose jurisdiction the branch/access point falls.

14.   Compensating the customer in fraud case

The bank shall investigate the matter in its entirety and if the bank is convinced that an irregularity /fraud has been committed by its staff towards any constituent, the bank will acknowledge its liability and pay the just claim.

In cases where the bank is at fault, the bank will compensate the customer without demur. In cases where neither the bank nor the customer is at fault, but the fault lies elsewhere in the system, the matter would be required to be referred/escalated  to the appropriate Grievance Redressal Mechanism/authorities.

For more details, bank’s Customer Compensation Policy may be referred.

15.   Nomination Facility

a.    Nomination Procedure

The bank will 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 will explain the advantages of nomination facility. If the person opening the account still does not want to nominate, the bank will record the fact in the digital account opening form and proceed with opening of the account if otherwise found eligible. Under no circumstances, a bank will refuse to open an account solely on the ground that the person opening the account refused to nominate.

The bank will take action to register nominations or changes therein, if any, made by their depositor.

b.       Nomination Facility – Clarifications

I.         Nomination facility is intended for all deposit accounts.

II.         Nomination shall be made only in favour of individuals. Any nomination other than in favour of an individual will not be valid.

III.         There cannot be more than one nominee.

IV.         Bank will allow variation/cancellation of a subsisting nomination.

V.         The nomination facility is intended to facilitate expeditious settlement of claims in the accounts of deceased depositors and to minimize hardship caused to the family members on the death of the depositors.

VI.         The nominee is only a trustee or custodian. It is the responsibility of the nominee to distribute the assets as per the will or according to laws.

VII.         The bank will ensure that account opening form will contain space for nomination also so that the customers could be educated about availability of such facilities.

c.       Settlement of claims in respect of deceased depositors

Bank will adhere to the provisions of Sections 45 ZA to 45 ZF of the Banking Regulation Act, 1949 and the Banking Companies (Nomination) Rules, 1985.

In case where the deceased depositor had not made any nomination or in the absence of nominee (nominee is dead, absconding or missing etc. (to be validated with First Information Report)  Airtel Payments Bank will 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. In this context, bank will, keep 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 and other related documents.

In view of the above, in case where the deceased depositor had not made any nomination or in the absence of nominee (nominee is dead, absconding or missing etc. (to be validated with First Information Report)  and the balance in the account  is up to INR 25,000/- (Rupees Twenty Five Thousand Only), Airtel Payments Bank will pay the amount outstanding in the savings bank account/individual current account of deceased depositor to claimant (s) on submission of notarised Affidavit cum Indemnity Bond (as per Annexure I) and other relevant documents (such as death certificate, KYC documents etc.).

For any claim (balance in the account), where the amount exceeds INR 25,000/- (Rupees Twenty Five Thousand Only), but less than Rs.50,000 ( Rupees fifty thousand including interest) payment to be made to the claimant on submission of duly executed and notarised affidavit cum indemnity bond (as per Annexure 2) backed by 2 sureties and letter of disclaimer in case another legal heirs relinquishing their rights in favour of one/more claimant.

Bank details and KYC details of legal heirs to be obtained at the time of settlement of claim. KYC & bank account details of claimant/sureties to be collected along with death certificate. In case claim amount exceeds Rs.50,000 and above, claimant has to submit (where applicable under law) Will through probate or Succession Certificate issued by the competent court in the name of legal heir (s)/claimant.

d.     Interest payable on the deposit account of deceased depositor

The bank pays interest from the date of death of the depositor till the date of repayment to the claimant/s at the rate of interest applicable to savings deposit as on the date of payment.

e.     Timeline for settlement of claims

Bank will settle the claims in respect of deceased depositor and release payments to survivor(s) / nominee(s) within a period not exceeding 7 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.

Bank will 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 and those pending beyond the stipulated period, giving reasons therefor.

f.      Claim Forms to be made available

With a view to facilitate timely settlement of claims on the death of a depositor, bank will provide claim forms for settlement of claims of the deceased accounts, to any person/s who is/are approaching the bank / branches/access points for forms. Claim forms will also be put on the bank’s 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.

g.  Simplified procedure for settlement of claims

The bank will follow a simplified procedures for settlement of claim in line with applicable statutory provisions, instructions by following the Model Operating Procedure formulated by the IBA.

16.   Settlement of claims in respect of missing persons

As per the provisions of Section 108 of the Indian Evidence Act 1872, 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.

In the normal course, the bank may consider settlement of claims in respect of missing persons on production of FIR, non-traceable report issued by police authorities and letter of indemnity by claimant(s) without prejudice to the right the bank to call for such additional document as it may deem fit taking into account the facts and circumstances of each case.

17.   Unclaimed Deposits / Inoperative Accounts in bank

Bank will 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 bank will approach such customers and inform them in writing that there has been no operation in their accounts and ascertain the reasons for the same.

The bank may also consider contacting the account holder telephonically or sending SMS/email to the customers and if there is no response, the bank may put on enquiry to find out the whereabouts of customers or their legal heirs to know whether the customer is alive or not.

An account will be treated as inoperative / dormant if there are no transactions in the account for over a period of two years. In case any reply is given by the account holder giving the reasons for not operating the account, bank will continue classifying the same as an operative account for one more year within which period the account holder will be requested to operate the account. However, in case the account holder still does not operate the same during the extended period, bank will classify the same as inoperative account after the expiry of the extended period.

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 will be considered. However, the service charges levied by the bank or interest credited by the bank will not be considered.

There will be instances where the customer has given credit mandates for crediting through ECS/NACH towards dividend on shares and debit mandate towards utility bills, loan repayment etc. Since such credit/debit are afforded as per the mandate of the customer, the same will be treated as a customer induced transaction. As such, the account will be treated as an operative account. The Savings Bank account/current account can be treated as inoperative account only after two years from the date of the last credit/debit entry provided there is no other customer induced transaction.

The segregation of the inoperative accounts is from the point of view of reducing risk of frauds etc. The classification is there only to bring to the attention of dealing staff, the increased risk in the account. However, the customer should not be inconvenienced in any way, just because his/her account has been rendered inoperative. The transaction will be monitored at a higher level both from the point of view of preventing fraud and for making a Suspicious Transactions Report. However, the entire process will remain un-noticeable by the customer.

Operation in such accounts will 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.

Charges if any for reactivating the inoperative account will be levied in an upfront manner with due notification to the customer.

Bank will ensure that the amounts lying in inoperative accounts ledger are properly audited by the internal auditors / statutory auditors of the bank.

Interest on savings bank accounts will be credited on regular basis whether the account is operative or not.

Bank will also give on the same website, the information on the process of claiming the unclaimed deposit/re-activating the inoperative account and the necessary forms and documents for claiming the same.

The bank will allot a different “product code” in their CBS to all such accounts opened by bank so that the stipulation of inoperative/dormant account due to non-operation does not apply while crediting proceeds as mentioned above.

18.   Transfer to Depositor Education and Awareness Fund Scheme

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.

The bank will play a more pro-active role in finding the whereabouts of the accountholders of unclaimed deposits/ inoperative accounts. It will display the list of unclaimed deposits/inoperative accounts which are inactive / inoperative for ten years or more on its website. The list will contain only the names of the account holder(s) without account number, type, etc. The list so published by the bank will also provide a “Find” option to enable the public to search the list of accounts by name of the account holder

The bank note to adhere to the Depositor Education and Awareness Fund Scheme, 2014 –Section 26A of Banking Regulation Act, 1949- Operational Guidelines and transfer funds lying in inoperative accounts for more than 10 years to the fund maintained by Reserve Bank of India as per the operating guidelines indicated above.

19.   Customer Confidentiality Obligation

The bank is obliged to maintain secrecy arises out of the contractual relationship between the banker and customer. No information about the customer will 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.

20.   Collecting information from customers for cross-selling purposes

Bank will 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 without the express or implied consent of the customer.

Wherever bank desires to collect any information about the customer for a purpose other than KYC requirements, it will not form part of the account opening form. Such information will be collected separately, purely on a voluntary basis, after explaining the objectives to the customer and taking his/her express approval for the specific uses to which such information could be put.

21.   Co-ordination with Officers of Central Board of Direct Taxes

The bank will extend necessary help/co-ordination to tax officials whenever required. The bank will also view with serious concern in cases where the 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(s) will also be proceeded against departmentally.

22.   Accepting standing instructions of Customers

The bank may consider acceptance of Standing Instructions. The scope of standing instructions, interalia, include payments of taxes, rents, bills, school / college fees, licenses, etc.

23.   Rounding off of transactions

Payment of interest on deposits will 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.

24.   Code of Bank’s Commitment to Customers

Bank will follow various provisions of the Code of Bank’s Commitment to Customers, implementation of which is monitored by the Banking Codes and Standards Board of India (BCSBI).

25.   Reporting Requirements

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."

26.   Record keeping

As defined in Record Retention Policy of Airtel Payment Bank Ltd.

27.   Policy Review & Updates

The Customer Experience team is the owner of this Policy document and shall review it every year for organizational appropriateness, taking into consideration the state of the business / technology environment and compliance with legal and regulatory requirements. *Any changes to this Policy shall be approved by the Committee of Directors. Changes to this Policy shall be incorporated as and when necessitated and placed before the Board of Directors for ratification.

28.   Regulatory References

This Policy should be read in conjunction with other Bank policies and procedures. This Policy should also be read in conjunction with the regulatory guidelines and shall be updated in line with the changes made in the regulatory guidelines as and when required.

Last date of review: August 07, 2024

Annexure-1                                                      

Affidavit cum Indemnity Letter (Claim upto Rs.25000)

In respect of payment of balance in deposit accounts of deceased person (as applicable).

(to be stamped with the duty payable for affidavit & Indemnity bond)

I/We Mr/Ms/Miss ………………………………… (name/names of the claimants), (s/o, w/o, d/o), …………………………………aged, ……………….., address ………………….. do hereby solemnly affirm and state as follows.

1. I/We am/are the legal heirs of Mr/Ms/Miss ……………………… (name of the deceased account holder) and the deceased is my/our (father/mother/wife/husband/son/daughter etc.) …………………

2. I/We state that I/We the following legal heirs are the only legal heirs entitled to claim the balance deposit/amount (as applicable) 

3. I/We further state that the deceased was holding an account (hereinafter referred to as “the account”) (specify the account details) ____________in Airtel Payments Bank (herein after referred to as “the Bank”).  At the time of the death of the deceased the account was having a credit of Rs …………………….(balance amount in the account) which includes interest up to ………….(date of payment) amount to Rs ……………………..(amount being now paid).

4. I/We affirm that I/We am/are the sole legal heirs of the deceased who are entitled to receive the amount standing in the credit of the account belonging to the deceased.

5. I/We have requested the Bank to make the payment of the amount standing in the credit of the account belonging to the deceased together with interest thereon as applicable to Shri/Smt …………………….. being one of the legal heirs for and on behalf of all the legal heirs.

6. I/We are aware that the Bank has agreed to settle our claims relying on this affidavit and I/We agree to indemnify the Bank in respect of such payment held in safe custody against any claim made by any person (including any other legal heir) for the amount standing to the credit of the account of the deceased.

7. I/We for ourselves and my/our respective heirs, executors and administrators jointly and severally agree, affirm and undertake that the Bank, its successors and assigns and its managers, agents, officers and servants and their respective estates and effects are and shall from time to time and at all times hereafter be kept safe and saved harmless and indemnified for and in respect of such payment and against all actions, losses, cost, charges, expenses and demands whatsoever in respect of the said payment(as applicable).

All the averments made herein before are true and correct and I/We put my/our signature/mark on this …………………….. Day of ………………….2020 at ……………. in the presence of …………………………..

Signature(s) of deponents. (claimants)

Signature of Witness

Name and Address of Witness

Affidavit to be attested by Notary Public

(The above format is only indicated. Bank may amend the same to meet any specific requirement and need not to revise the Policy for any such modification)

Annexure-2

Affidavit cum Indemnity Letter (Claim greater than Rs.25000 but less than Rs.50,000)

In respect of payment of balance in deposit accounts of deceased person (as applicable).

(to be stamped with the duty payable for affidavit & Indemnity bond)

I/We Mr/Ms/Miss ………………………………… (name/names of the claimants), (s/o, w/o, d/o), …………………………………aged, ……………….., address ………………….. do hereby solemnly affirm and state as follows.

1. I/We am/are the legal heirs of Mr/Ms/Miss ……………………… (name of the deceased account holder) and the deceased is my/our (father/mother/wife/husband/son/daughter etc.) …………………

2. I/We state that I/We the following legal heirs are the only legal heirs entitled to claim the balance deposit/amount (as applicable)

3. I/We further state that the deceased was holding an account (hereinafter referred to as “the account”) (specify the account details) ____________in Airtel Payments Bank (herein after referred to as “the Bank”).  At the time of the death of the deceased the account was having a credit of Rs …………………….(balance amount in the account) which includes interest up to ………….(date of payment) amount to Rs ……………………..(amount being now paid).

4. I/We affirm that I/We am/are the sole legal heirs of the deceased who are entitled to receive the amount standing in the credit of the account belonging to the deceased.

5. I/We have requested the Bank to make the payment of the amount standing in the credit of the account belonging to the deceased together with interest thereon as applicable to Shri/Smt …………………….. being one of the legal heirs for and on behalf of all the legal heirs.

6. I/We are aware that the Bank has agreed to settle our claims relying on this affidavit and I/We agree to indemnify the Bank in respect of such payment held in safe custody against any claim made by any person (including any other legal heir) for the amount standing to the credit of the account of the deceased.

7. I/We for ourselves and my/our respective heirs, executors and administrators jointly and severally agree, affirm and undertake that the Bank, its successors and assigns and its managers, agents, officers and servants and their respective estates and effects are and shall from time to time and at all times hereafter be kept safe and saved harmless and indemnified for and in respect of such payment and against all actions, losses, cost, charges, expenses and demands whatsoever in respect of the said payment(as applicable).

All the averments made herein before are true and correct and I/We put my/our signature/mark on this …………………….. Day of ………………….2020 at ……………. in the presence of …………………………..

Signature(s) of deponents. (Claimants)

Signature of Witness

Name and Address of Witness

In consideration of the premises, we the undersigned ____________________________ (Name (s) of Surety(ies) ___________________________ jointly and severally guarantee to you, Airtel Payments Bank Ltd., the payment of all moneys due under the aforesaid indemnity by the executants thereof.

Signature 1: ____________________                                     Signature 2: ____________________

Name 1: _______________________                                      Name 2: _______________________

Occupation 1: ___________________                                     Occupation 2: ___________________

Address 1: ______________________                                     Address 2: ______________________

Date: ______________

Affidavit to be attested by Notary Public

(The above format is only indicated. Bank may amend the same to meet any specific requirement and need not to revise the Policy for any such modification)

Charter Policy

1. Vision

Airtel Payments Bank will be:

· A relevant banking partner to its customers.

· Customer Responsive, striving at all times to collaborate with clients in providing solutions for their Banking needs.

· A forerunner in the market place in terms of profitability, productivity and efficiency · Engaged with all our stakeholders and will deliver sustainable and compliant returns.

2. Mission

We will consistently add value to all our stakeholders and emerge as the Best in class in the chosen parameters amongst the Payments Banks.

3. Application of Charter

Disclaimer:  

It is not a legal document creating rights and obligations. The Citizens Charter does not by itself create new legal rights, but it surely helps in enforcing existing rights. This Charter applies to all products and services listed below whether provided by branches, subsidiaries and agents acting on behalf of the Bank, across the counter, by post, through interactive electronic devices and through technology (alternate delivery channels).

 KYC Compliance:

In order to comply with regulatory/ statutory requirements, while opening the account we will adhere to the Know Your Customer (KYC) Norms, Anti Money Laundering (AML) guidelines, satisfy ourselves about the identity of a person seeking to open an account, to assist in protecting the prospective customer/s, members of the public and ourselves against fraud and other misuses of the banking system. We will also satisfy ourselves about the sources of income of the existing/ prospective customer. Customers shall also provide the desired documents as per the requirements of the Bank for updation and verification as per the periodicity of submission. Customers who undertake one time transactions like receiving / sending remittances, etc will also be required to provide KYC documents.

Products:

a)       All deposit accounts e.g. saving accounts.

“Savings deposits” means a form of demand deposit which is subject to restrictions as to the number of withdrawals as also the amounts of withdrawals permitted by the Bank during any specified period;

b)      Nomination facility is available on all deposit accounts opened by the individuals. Nomination can be made in favour of one individual only. Nomination, so made, can be changed by the account holder/s any time. Nomination can be modified by the consent of account holder. Nomination can be made in favour of a minor also. Bank recommends that all depositors avail nomination facility. The nominee, in the event of death of the depositor, would receive the balance outstanding in the account as a trustee of legal heirs. The depositor will be informed of the advantages of the nomination facility while opening a deposit account.

c)       Third party products and investment products.

d)    Card products, Debit Cards.

Services:

a)   Remittance facility to the customers by transfer through RTGS/NEFT/IMPS/UPI.

b)   Settlement of claim cases in deceased accounts.

c)    Internet Banking Services

d)   Mobile Banking Services

4. Our Commitments

(i) To act fairly and reasonably in all dealings with the customers in matters of:

a)  Providing minimum banking facility of receipt and payment of cash at the Bank’s counters / access points.  

b) Meeting the commitments and standards in the Charter for the products and services       offered and in the procedure and practices followed.  

c)  Ensuring that products and services meet relevant laws and regulations in letter and spirit.

d) Ensuring that dealings with the customers rest on ethical principles of integrity and transparency.

e)  Operating a secure and reliable banking and payment system.

f)  To deal quickly and sympathetically with customer grievances arising due to errors, delays in handling of customer related issues or on account of problems arising due to technological failure.

(ii) To display on Bank’s website:

a)  Banking Ombudsman (BO) Scheme 2006.

b) Our approach to Customer Care takes into account the geographic spread of branches, segments of customers. We clearly define and distinguish the features for different products and services and will indicate the target customer group. Terms and Conditions for products, interest rates and schedule of charges are subject to change and will be updated time to time.

c)  The applicable schedule of charges of the Bank is available at branches / access points and displayed on our website. Customers can also avail E- statement and Internet banking to track the transactions in their accounts. Our staff / agents are trained on KYC norms to guide clients on documentation needed for various banking transactions like Account Opening, NEFT, IMPS, etc.

d) Customer Centricity - The Bank’s approach to develop “Client First Attitude” by its employees is documented and the same include aspects such as positive attitudinal change, behavior and practices, the skill gaps of employees, the process of re-engineering, the recruitment of staff for the purpose, etc. Human Resources processes of the Bank include recruitment based on the attitude of the candidate and provide for training of the staff for skills required.

e)  The Bank’s Grievance Redressal policy framed to ensure the prescribed response time for every type of grievance is approved by the Board of Directors.

f)  Bank has codified all its policies/operational guidelines as that would help the front-line staff to serve the customers.

g) The internal inspection / audit reports of Bank focus on customer service and the Audit Rating appropriately reflect the importance of customer service.

h) The policies on Customer Acceptance, Customer Care and Customer Severance and Customer protection are displayed on website.

Customers can approach the Bank through any of the following channels for their transactions  and queries:

· Branch- Timings vary for respective branch location.  

· Phone banking – Our phone banking services are available 24 X 7

· Net banking - Customers can access their account by accessing our internet service. Passwords to login and transact can be created by the customer basis his details and verified at the time of login.

· Email channel – Customers can write to us at wecare@airtelbank.com. An acknowledgement will be sent immediately on receipt of mail by the Bank.

Bank has a robust process for handling customer complaints and requests. On registration of requests and complaints via any of the customer service channels, customers will be communicated a query reference number which they can use to track their query.

In case of failure of resolution by the Bank at the Regional Level, customers can escalate matters to the Bank’s

Nodal Officer as per

a) The Grievance Redressal Policy.

a) Deposit Policy.

c)  Compensation Policy.

d) Customer Protection Policy.

(iii) To maintain privacy and confidentiality of the customers’ personal information except in the following cases:

a)  Where disclosure is under compulsion of law.

b) Where there is duty to the public to disclose.

c)  Where interest of the Bank requires disclosure

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

However, the Bank may utilize the information for cross-selling of own products / services.

(iv) To publicize the Charter:

a)  Provide the customer a copy of the Charter on request.

b) Make available this Charter on Bank’s website.

c)  Ensure training to the staff to put the Charter into practice.

(v) To provide services to the customers, Bank follows the standards laid down in the Code of Bank’s Commitment to customers (BCSBI) as under:

a. Display business hours

b. Render courteous services.

c.  Display interest rates for various deposit schemes from time to time.

d. Keep customers informed about changes / modification in interest rates, charges, terms and conditions through Bank’s website.

e. Provide details of various deposit schemes/services of the Bank on the Bank’s website.

f.   Display Time-Norms for various banking transactions.

g. Provide complaint register / form and / suggestion box in the branch premises

h. Display address of administrative offices as well as Nodal Officer dealing with customer grievances / complaints.

i.   For account opening, the Know Your Customer (KYC) regulatory guidelines require us to seek documents for

(i) proof of identity and (ii) proof of address. (as per the KYC Master direction, July’18) j) Open a Savings Bank account in the name of individuals.

k) The name of the payee in case of debit entries will be provided by the Bank in the Passbooks/Statement of Accounts.

(v) SETTLEMENT OF CLAIMS OF DECEASED DEPOSITORS IN DEPOSIT ACCOUNTS

a)   If the depositor has registered nomination with the bank, the balance outstanding in the account of the deceased depositor will be transferred to the account of / paid to the nominee after the Bank is satisfied about the identity of the nominee, etc.

b)   In the absence of nomination and when there are no disputes among the claimants, the Bank will pay the amount outstanding in the account of the deceased person against joint application and indemnity by all legal heirs or the person mandated by the legal heirs to receive the payment on their behalf without insisting on legal documents.

Time Norms for settlement of claims

a)   Claims in respect of deceased depositors will be settled in favour of nominee in case of accounts with nominee within a period not exceeding 7 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 claimant(s) to the Bank's satisfaction.

b)   In the case of accounts without nominee clause the claim will be settled within 7 days from the date on which the requisite documents have been submitted.

Some clarifications regarding Provisions in Nomination Rules

The Banking Companies (Nomination) Rules, 1985 have been framed in terms of Sections 45  ZA to 45 ZF of the Banking Regulation Act, 1949.

Deposit Accounts:

a) Nomination facility is intended only for individuals.

b) There cannot be more than one nominee in respect of savings account.

c) Variation/cancellation of a subsisting nomination by all the surviving depositor(s) acting together is allowed.

(vi) Remittance Services

Customers may remit funds from one centre to another centre by NEFT/IMPS.

(vii)   DEBIT CARD TRANSACTIONS: Customers can use Virtual debit cards to make online payments.

(viii)  Mobile Banking – Banking services can be availed through mobile app banking.

(ix)     SMS ALERTS : SMS alerts are sent to customers post transactions.

Account Statement in PDF format (Password Encrypted Document) is sent by e-mail.

5. Standards for Services

Delivery channel is Branch Office besides, Internet Banking Service, Mobile Banking etc. It is the responsibility of Branch to provide services to the customers as per standards/norms. Any query/grievance be addressed to the Branch/Call Centre.

Customers can obtain the details of the products/services from the Branch or download from Bank’s public domain website. Bank reserves the right to change /amend the terms and conditions of any Scheme/Services at any time.

Time norms for various transactions subject to submission of required documents by the customers of which an indicative list is given below:- 

6. Expectations from Customers for Qualitative and Efficient Services

a)        Check your Statement of Account.

b)       Use nomination facility.

c)        Inform change of address to the bank.

d)       Complaint relating to deficiency of customer service should be reported within a reasonable time provided this is within the prescribed period of preservation of relevant record.

e)        Operate account regularly to maintain the status as Operative / Active. Inform Bank if you intend not to operate the account for some time.

f)        Ensure confidentiality of password and PIN.

g)       In case of loss of phone / card, notify us (Contact Centre) to take immediate steps to prevent the same from being misused. Customer shall be liable for any misuse until the time the Bank has been notified.

h)       Do not give account details, password for any other security information to anyone. Memorize personal identification number (PIN) and change it on regular basis.

i)         Do not respond to any unauthorized email/ email asking for password/ PIN.

j)         Avoid accessing Bank’s internet banking site through a link from another site or an email. Verify the domain name displayed to avoid spoof website.

k)       Do not use cyber cafés/shared PCs to access any internet banking site.

l)         Log off the PCs when not in use.

m)      As a matter of good practice, personal firewall software and antivirus software should be installed on desktop and latest available updates should be regularly downloaded. In case of doubt reconfirm by double checking the Padlock Symbol/Icon on webpage to ensure that the site is running in secure mode before any confidential/sensitive information is fed.

n)       Change banking password regularly.

o)       Always logout from internet banking before closing the window. Use virtual key board for entering internet banking login ID and Password especially when not using own PC. There might be a risk of capturing key strokes.

p)       Do not store ID/PIN in the internet explorer browser.

q)       Cooperate with us / police / any other investigating agency, for any investigation on any transaction on your account

r)        Bring any deficiency in services to the notice of the Bank

s)        Account holder is to ensure that account is not used for money laundering or for any fraudulent transaction.

7. Customer Education

a)       Bank will ensure full transparency to the customer in levying of various fees/ service charges and penalties.

b)      Bank has established a Customer Grievance / Assistance Centre which works in an integrated manner across channels like – branches, Contact Centre, IVR, internet and mobile.

c)       Bank will capture and track customer issues and complaints lodged by the customers.

8. Grievance Redressal Mechanism

In case of any complaint about our service or product, the matter may be brought to the notice of the Bank for its immediate redressal.

Feedback/complaint forms are available at branches or may be shared on our email IDs. Complaint may be submitted against acknowledgement through email.

Online Grievance Redressal System - Bank will provide for online registration of grievance on its website. The Online Grievance System would provide access to the customer also for recording the complaint, complaint status tracking and receiving response from the Bank.

In case of non-redressal, you may contact the following

In case customer queries are not resolved at Customer Contact centres, they may call/write to the Principal Nodal Officer at the address/email/contact nos. provided below:

Mr. Rohit Oberoi  Principal Nodal Officer Airtel Payments Bank Ltd.

Email: pno@airtelbank.com

Anonymous complaints will not be entertained

This Citizen Charter, inter-alia, provides the customers with promised time frame for various services offered by the Bank and in order to have a better perspective about the customer’s rights and obligations, the charter should be read in conjunction with the “Code of Bank’s Commitments to Customers” being adopted by the Bank and implementation of which is monitored by Banking Codes and Standards Board of India (BCSBI)