Fair Practice Code

1. Introduction

This Airtel Payments Bank's Fair Practice Code, consists of sets the standards or practice, which, the bank will follow while dealing with individual customers. It provides protection to customers and explains how bank is expected to deal with customers in their day-to-day operations. This code contains such practice and commitments prescribed in Code of Bank's Commitment to Customers issued by Banking Codes and Standards Boards of India (BCSBI).

This code does not replace or supersede regulatory or supervisory instructions issued by Reserve Bank of India (RBI). The bank will comply with such instructions/directions issued by RBI from time to time. This code represents best practice voluntarily agreed to by the bank to its customers.

The endeavor of the bank is to adopt higher standards of banking practice to extend better customer service and achieve higher levels of customer satisfaction.

2. Objectives of the code

The objectives of the code, interalia, include promoting good and fair banking practice; increasing transparency; achieving higher operating standards; and promoting a fair and cordial relationship between the customer and the bank; foster confidence in the banking system; promote safe and fair customer dealing in case of banking in a digitized environment; increase awareness of customers and to enhance customer protection.

3. Application of the code

This code applies to all the products and services listed below, whether they are provided at its branches or business correspondents or agents acting on behalf of the bank, whether across the counter, over the phone, by post, through interactive electronic devices, on the internet or by any other method.

4. Key Commitments

4.1 Right to Fair Treatment

The bank will act fairly and reasonably in all its dealings with the customers by:

• Providing banking facilities such as receipt and payment of cash etc. at the bank's counter and access points.

• Meeting the commitments and standards set in this code, for the products and services offered by it and in the procedures and practice followed by the bank.

• Making sure the products and services meet relevant laws and regulations in letter and spirit and are appropriate to the needs of the customer.

• Ensuring that the bank's dealings with the customer rest on ethical principles of integrity and transparency.

• Operating secure and reliable banking and payment systems.

• The Bank has established digital banking and payment systems within a secure, convenient, and robust technological environment.

• The Bank has adopted a non-discriminatory approach in offering and delivering products and services, irrespective of the customer's age, race, gender, marital status, religion, disability, or financial status.

• The Bank has promoted good and fair banking practices by setting minimum standards in all dealings with customers.

• The Bank has fostered a fair and equitable relationship with customers.

• The Bank has ensured that staff attending to customers are adequately and appropriately trained. The Bank has also ensured that staff attend to customers promptly and courteously and deal quickly and sympathetically with issues by correcting mistakes and handling complaints expeditiously.

4.2. Right to Transparency, Fair and Honest Dealing

To help the customer to fully understand the bank's financial products and services work by:

• Giving the customer information about such products in appropriate language understandable to the customer.

• Ensuring that the bank's advertising and promotional literature is clear and not misleading.

• Ensuring that the customer is given clear information about its products and services, the terms and conditions and the interest rates/ service charges applicable to them.

• Giving the customer information on the facilities provided and how customer can avail of these and whom and how customer may contact for addressing his/her queries.

• The Bank has provided timely and adequate information about its products and necessary safeguards in Hindi, English, or the appropriate local language.

• The Bank has ensured that its advertising and promotional literature is clear and not misleading. The Bank has made every effort to ensure that contracts or agreements are transparent, easily understood, and well communicated to customers.

• The Bank has provided complete information about its products and services, interest rates, service charges, and applicable terms and conditions in a transparent manner through the following methods as per customer preference:

i. SMS or e-mails

ii. Electronic or print media

iii. Display on the Bank's website

iv. Display on branch notice boards

(Display on website and branch notice boards is in addition to other modes of dissemination.)

• The Bank has provided information on the facilities available to customers, how to avail them, and whom to contact for addressing queries.

• The Bank has displayed in its branches the following information for customer reference:

i. Services provided

ii. Information available in booklet form

• The Bank has displayed on its website the following policies:

i. Deposits

ii. Grievance Redressal

iii. Compensation

iv. Charter of Customer Rights

v. Customer Protection Policy (including protection from cyber fraud)

vi. Limited Liability in respect of unauthorized electronic banking transactions

vii. Facilities for senior citizens and differently abled persons

• The Bank has increased awareness of the Code among customers by:

i. Providing a copy of the Code when a customer opens an account and upon request

ii. Making the Code available at every branch and on the website

iii. Ensuring staff are trained to provide relevant information about the Code and implement it effectively

iv. Holding customer meetings periodically

4.3. Right to Suitability

To help the customer to use his/her account or service by:

 • Providing regular appropriate updates.

 • Keeping the customer informed about changes in the interest rates, charges or terms and conditions.

 • Displaying in branches/website/access points, the services provided by the bank, Minimum balance requirement, if any, for Savings Bank Accounts and Current Accounts and the charges for non-maintenance thereof.

 • Name of the Principal Nodal Officer o be approached if the grievance is not redressed within the reasonable time.

4.4. Right to Privacy 

Displaying on the bank's website about its policies on deposits, grievance Redressal , compensation, name and contact details of the Banking Ombudsman to be approached in case the grievance is not redressed by the bank within the reasonable time as stipulated in the Banking Ombudsman Scheme.

4.5. Right to Grievance Redressal and Compensation

• Correcting mistakes promptly and cancelling any bank charges that the bank apply by mistake and compensate the customer for any financial loss the customer may have incurred due to the bank's mistake, in terms of its compensation policy.

• Telling the customer about the escalation matrix if the customer is still not satisfied.

• Providing suitable alternative avenues to alleviate problems arising out of technological failures.

5. To treat all the customer personal information as private and confidential

The bank will treat all the customer personal information as private and confidential subject to matters mentioned in para No. 15 below.

6. To publicize the code:

The bank will make available this code on its website; ensure that its staff are trained to provide relevant information about the code; and take other steps to increase awareness of the customers about the code and its provisions.

7. To adopt and practice a non - discrimination policy

The bank will not discriminate the customer on the basis of age, race, gender, marital status, religion, disability or financial status.

• Current accounts, savings accounts

• Payment services such as remittances by way of RTGS, NEFT, IMPS etc.

• Third party insurance and investment products marketed through the bank's branches and / or authorized representatives or agents;

• Card products such as virtual debits cards, wallet services etc.

• Banking services related to Government transactions;

• Digital Products such as e-wallet, Mobile Banking, internet banking, UPI, Bhim, Aadhaar Pay.

8. Information - Transparency

The customer can get information on interest rates, fees and charges through its website, designated staff/help desk/agents.

8.1 General Information  

The bank will:

• Give the customer information on the types of products and services it offers and those that may suit the customer's needs.

• Give the customer clear information explaining the key features of the services and products including applicable interest rates, fees and charges through various channels.

• Tell the customer what Know Your Customer (KYC) information the bank need from the customer to prove the customer identity and address, for the bank to comply with legal, regulatory and internal policy requirements.

• Give the customer information on the customers' rights and responsibilities especially regarding availing of nomination facility offered on deposit accounts.

• The Bank has informed customers about the various channels through which products and services may be availed, including Branches, Banking Outlets, Business Correspondents, Business Facilitators, Phone Banking, Mobile Banking, and Net Banking. The Bank has also guided customers on how to find more information about these channels.

• The Bank has provided the Most Important Terms and Conditions (MITC) for customer records in respect of Savings Bank (SB), Current Account (CA), and all other deposit accounts prior to account opening.

8.2 Do Not Call service

The bank will not transmit to the customer any unsolicited commercial information if the customer have registered with the 'Do Not Call Registry' of the bank or with the 'National Do Not Call Registry' directly or through any other mode. However, this will not apply to receipt of information regarding the customer's account statements and other important advices and information including alerts relating to transactions on the customer's account as also the products and services the customer are currently availing.

 8.3 Interest Rates

• The Bank has disclosed the interest rates applicable to deposit

• The Bank has specified the periodicity at which interest is paid on deposits.

• The Bank has explained how interest is applied and calculated on deposit.

8.4 Tariff Schedule: Fees and Charges

• The bank will ensure that its fees and service charges for various services are approved by the bank's Board or any competent authority duly authorized by the Board to take decisions in this regard and that they would be reasonable and non-discriminatory for similar class of customers.

• The bank will place the Tariff Schedule on its website, make a copy available at every access points and ensure the charges are levied in an upfront manner with due notification to the customers.

• The bank will also provide the customer, information about the penalties/charges that the bank can levy in case of non-observance /violation of any of the terms and conditions governing the product/ services chosen by the customer.

8.4.1 Changes in Fees & Charges

If any change in any fee or charge or if the bank introduce a new fee or charge, it will be notified through statements of accounts, e-mail, MS alerts etc., one month prior to the revised charges becoming effective . This information will also be made available on the bank's website.

8.5 Terms and Conditions

The bank will provide the customer the relevant terms and conditions for the products/services the customer have asked the bank to provide in plain and simple language.

8.5.1 Changes to Terms and Conditions

The bank will inform the customer of changes in terms and conditions one month prior to the revised terms and conditions becoming effective through letter, statements of account, SMS, e mail ,website etc. The bank will give the customer, on request, a copy of the new terms and conditions.

If the bank have made any change without notice, the same will be notified within 30 days.

If such change is to the customer's disadvantage, the customer may within 60 days of the notice, may choose to close the account or switch to any other eligible account without having to pay revised charge or interest, as the case may be.

9. Advertising, Marketing and Sales

The Bank has offered products appropriate to customer needs based on an assessment of their financial circumstances and understanding, in relation to Advertising, Marketing and Sales and Third-Party Products.

i. The bank will make sure that its advertising and promotional material is clear, and not misleading.

 ii. If the bank avail of the services of third parties for providing support services, it will ensure that the third parties handle the customers' personal information (if available to such third parties) with the same degree of confidentiality and security as it would.

 iii. The bank, may, from time to time, communicate to the customer various features of its products availed by the customer by e-mail, SMS or over the telephone. Information about other products or promotional offers in respect of the bank's products/services will be conveyed to the customer only if the customer have not registered for the 'Do Not Call' facility.

 iv. In the event of receipt of any complaint from the customer that the bank's representative or courier has engaged in any improper conduct or acted in violation of this code, it shall take appropriate steps to investigate and to handle the complaint and to make good the loss as per the bank's compensation policy.

  • The Bank has ensured that any advertisement or promotional literature referencing a banking service, product, or interest rate also indicates whether other fees and charges apply. Full details of relevant terms and conditions are made available upon request.

• The Bank has included relevant messages in advertisements to enhance customer awareness against unscrupulous or fictitious offers.

10. Privacy and Confidentiality

The bank will treat all the customer's personal information as private and confidential (even when the customer is no longer a customer). The bank will not reveal personal information or data relating to the customers' accounts, whether provided by the customer or otherwise, to anyone, including other companies/entities in the group, other than in the following exceptional cases:

• If the bank has to give the information by law or if required by the banking regulator.

• If there is a duty cast upon the bank to reveal the information.

• If the bank's interests require it to give the information (for example, to prevent fraud) but it will not use this as a reason for giving information to anyone else, including other companies within the group, for marketing purposes.

• If the customer authorize the bank to reveal the information.

• If the bank is requested to give a banker's reference about the customer, the bank will need the customers' written permission before giving such reference.

11. Complaints, Grievances and Feedback

 11.1 Internal Procedures

i. The bank in a transparent manner redress the grievance of the customer. Customers will be notified on how to make a complaint; where a complaint can be made; to whom a complaint can be made; when to expect a reply; whom to approach for redressal; escalation matrix; what to do if the grievance is not satisfied to his/her fullest satisfaction etc.

ii. The bank's front office including the access points will help the customer with any questions the customer have.

iii. The bank will endeavor to give the customer an acknowledgement/ a response within a week. If the customers' complaint is relayed over phone at its designated telephone helpdesk or customer service number, the bank will provide the customer a complaint reference number and keep the customer informed of the progress within a reasonable period of time.

iv. After examining the matter, the bank will send the customer bank's final response or explain why the bank need more time to respond and shall endeavour to do so within 30 days of receipt of the complaint.

v. Within 30 days of lodging a complaint with the bank, if the customer do not get a satisfactory response from the bank and the customer wish to pursue other avenues for redressal of grievances, the customer may approach Banking Ombudsman appointed by Reserve Bank of India under the Banking Ombudsman Scheme. The bank would explain the procedure in this regard.

vi. The bank will display the Banking Ombudsman Scheme on its website. A copy will be made available on request at a nominal charge.

11.2 Banking Ombudsman Scheme

• The Bank has displayed the Banking Ombudsman Scheme on its website. A copy is made available to customers upon request at a nominal charge.

• The Bank has displayed at each branch the name and contact details of the Banking Ombudsman under whose jurisdiction the branch falls.

• The Bank has complied with any Award passed by the Banking Ombudsman within 30 days from the date of receipt of the complainant’s written acceptance, provided there are no grounds for appeal against the Award.

11.3. Customers' Meetings

The bank shall endeavor to organize meetings of customers at periodic intervals as a regular channel for exchange of ideas and suggestions.

11.4 Branch Level Customer Service Committee Meetings

We will display in our branch, the date of our monthly branch Level Customer Service Committee meeting, which you may attend, if you so desire.

12. PRODUCT AND SERVICES

12.1 Deposit accounts

a. The Bank has enabled customers to open different types of accounts such as savings accounts, term deposits, and current accounts. These accounts can be opened in the following styles:

• Single

• Minor

• Any other permissible style

b. The Bank has allowed customers to open the above accounts with nomination facility, wherever permissible. The account opening form includes options for nomination and for indicating the nominee’s name in passbooks, account statements, and Fixed Deposit Receipts (FDRs). The Bank has explained the implications of account types and nomination facilities at the time of account opening.

c. The Bank has acknowledged receipt of nomination details and recorded the fact of nomination on passbooks, account statements, and FDRs. Upon written request, the Bank has also indicated the nominee’s name on these documents.

d. The Bank has provided sufficient details of all transactions in passbooks.

e. The Bank has informed customers about liquid deposit facilities, sweep accounts, and similar products, including their implications and procedures, at the time of account opening.

12.1.1 Account opening and operation of deposit accounts

Before opening any deposit account, Bank will;

• The Bank has carried out due diligence as required under the Know Your Customer (KYC) guidelines before opening any deposit account.

• The Bank has requested customers to submit necessary documents or proofs to complete the due diligence process

• The Bank has obtained only such information as required to meet KYC, Prevention of Money Laundering, or other statutory requirements. If any additional information is sought, the Bank has explained the reason for obtaining it. Providing such additional information is voluntary unless mandated by law. All information is kept confidential unless disclosure is required by law enforcement agencies or banking regulators.

• The Bank has provided account opening forms containing details of essential information to be furnished and documents to be produced for verification and/or record, in compliance with KYC requirements.

• The Bank has required customers to submit KYC documents at periodic intervals to enable record updates as mandated.

• The Bank has explained procedural formalities and provided necessary clarifications during the account opening process.

• The Bank has provided the Most Important Terms and Conditions (MITC) governing the deposit facility sought by the customer.

12.1.2 Changing your account

• The Bank has allowed customers who are not satisfied with their choice of current or savings account to switch to another account or product offered by the Bank within 14 days of account opening. Alternatively, customers may request account closure along with any interest earned, without incurring penal charges

• The Bank has closed current or savings accounts within three working days of receiving customer instructions, subject to completion of all formalities and submission of required documents.

12.1.3 Savings / Current accounts

When you open a Deposit Account, The Bank will:

• The Bank has informed customers, at the time of opening a deposit account, about the number of free transactions permitted, including cash and ATM withdrawals, within a specified period.

• The Bank has informed customers about applicable charges in case such limits are exceeded, with details included in the Tariff Schedule.

• The Bank has informed customers of the interest rate applicable on savings deposits, the method of calculation, and the periodicity of interest payment.

12.1.3.2 Charges

• The Bank has included specific charges for services such as issuance of cheque books, additional or duplicate account statements, duplicate passbooks, copies of paid cheques, folio charges, debit cards, ATM cards, signature verification, cheque returns, changes in mandate or account style, closure of Savings Bank or Current Accounts, cash withdrawals or deposits at home/non-home branches, and cash/non-cash transactions at the Bank’s own or other Bank’s ATMs/Micro ATMs in its Tariff Schedule.

• The Bank has ensured that any concessions or reliefs granted are not withdrawn during their original validity period.

12.1.3.3 Passbook / statements

• The Bank has provided customers with a monthly account statement or e-mail statement (subject to customer acceptance), unless a passbook has been opted for. This facility is also available through digital channels.

• The Bank has provided account statements more frequently than the standard periodicity upon customer request, subject to applicable charges as indicated in the Tariff Schedule.

• The Bank has made available the Customer Care number and branch contact number in passbooks and account statements.

12.1.3.4 Upgradation of deposit accounts and addition of value-added services.

The Bank has upgraded accounts or provided value-added services only after obtaining customer consent in writing, through other accepted modes, or via authenticated electronic means after necessary validation.

12.1.4 Accounts of minors

• The Bank has informed customers, upon request, about the process for opening a deposit account in the name of a minor and the manner in which it can be operated.

• The Bank has intimated customers of the date on which the minor attains majority.

12.1.5 Inoperative / Dormant accounts

• The Bank has informed customers at the time of account opening about the circumstances under which an account will be classified as inoperative or dormant. The Bank has also provided advance intimation at least three months before such classification, along with the consequences, at the customer's last recorded address and/or e-mail.

• The Bank has endeavored to send an SMS or e-mail notification advising that the account is being classified as inoperative or dormant.

• The Bank has notified account holders before classifying an account as inoperative or dormant.

• The Bank has informed customers of the procedure to be followed for activating an inoperative or dormant account.

• The Bank has not levied any charge merely because an account is inoperative or dormant.

• The Bank has not charged customers for activation of an inoperative account.

• The Bank has intimated customers upon activation of a dormant account through various channels including SMS, e-mail, or letter.

12.1.6 Closing your account

The Bank has not closed customer accounts under normal circumstances without providing at least 30 days’ notice, indicating the reasons for such closure.

12.4 Direct debits and standing instructions

We will:

• The Bank has informed customers at the time of account opening about how direct debits and standing instructions work, how they can be recorded or cancelled, and the charges applicable as per the Tariff Schedule.

• The Bank has acted upon mandates given by customers for direct debits under National Electronic Clearing Service (NECS), National Automated Clearing House (NACH), and other standing instructions. In case of delay or failure in executing the mandate resulting in financial loss or additional cost, the Bank has compensated customers as per its Compensation Policy. If the mandate cannot be executed due to insufficient balance, charges are levied as per the Tariff Schedule.

• The Bank has credited customer accounts along with interest as soon as it is determined that any amount has been unauthorized or erroneously debited, and has compensated customers as per its Compensation Policy.

12.5 Stop payment facility

We will:

• The Bank has levied charges, if any, for stop payment instructions as indicated in the Tariff Schedule.

12.8 Settlement of claims in respect of deceased account holders

• The Bank has made the operational procedure for settlement of claims of deceased depositors available at its branches and on its website as part of the Deposits Policy.

• The Bank has provided claim forms for settlement of accounts of deceased persons to individuals who approach for them. These forms are also placed on the Bank’s website.

12.8.1 Accounts with survivor / nominee clause

• The Bank has made payment of the balance in deposit accounts to the survivor(s) or nominee of a deceased account holder, where a valid nomination exists or the account was opened with a survivorship clause (“either or survivor”, “anyone or survivor”, “former or survivor”, or “latter or survivor”), subject to:

• Establishment of the identity of the survivor(s)/nominee and confirmation of the account holder’s death through appropriate documentary evidence.

• Absence of any restraining order from a competent court.

• The Bank has not insisted on production of succession certificate, letter of administration, probate, or any bond of indemnity or surety from the survivor(s)/nominee, irrespective of the amount standing to the credit of the deceased account holder.

• The Bank has clarified that the survivor(s)/nominee receives payment as a trustee of the legal heirs of the deceased depositor, and such payment does not affect the rights or claims of other legal heirs.

• The Bank has considered payment made to the survivor(s)/nominee, subject to the above conditions, as full discharge of its liability.

• The Bank has clarified that in joint deposit accounts, the nominee’s right arises only after the death of all depositors.

• The Bank has provided customers with the option to indicate or not indicate the nominee’s name in the passbook, account statement, or Fixed Deposit Receipt (FDR) at the time of nomination registration.

12.8.2 Accounts without the survivor / nominee clause

• The Bank has adopted a simplified procedure for repayment to the legal heir(s) of a deceased depositor in cases where no nomination has been made or where the account is not styled with a survivorship clause (e.g., single or jointly operated accounts). This is done to avoid inconvenience and undue hardship to customers.

• In conformity with the Bank’s risk management policy, a minimum threshold limit has been fixed— details of which are made available on demand at branches—up to which claims are settled without insisting on production of documents other than a letter of indemnity.

12.8.3 Time limit for settlement of claims

The Bank has settled claims and released payments to survivor(s) or nominee(s) of deceased depositors within a period not exceeding 15 days from the date of receipt of the claim, subject to submission of proof of death and suitable identification of the claimant(s) to the Bank’s satisfaction.

12.8.5 Treatment of flows in the name of the deceased depositor

• The Bank has obtained appropriate agreement or authorization from the survivor(s) or nominee(s) of a deceased account holder regarding the treatment of pipeline flows in the name of the deceased.

• The Bank has adopted one of the following approaches based on the authorization received:

• Open an account styled as ‘Estate of [Name of the Deceased]’ to credit pipeline flows, provided no withdrawals are made.

• Return pipeline flows to the remitter with the remark “Account holder deceased” and intimate the survivor(s)/nominee(s) accordingly, enabling them to approach the remitter for payment through a negotiable instrument or electronic transfer in the name of the appropriate beneficiary.

12.11 Remittances within India

If you want to remit money within India, The Bank will inform you how to effect it and

• The Bank has provided a description of its remittance services and instructions on how to use them.

• The Bank has suggested the most suitable method for remittance based on the customer’s needs.

• The Bank has disclosed all applicable charges, including commissions, in accordance with the Tariff Schedule.

• The Bank has sent SMS or email notifications to customers regarding the status of remittances made through Mobile Banking, NEFT, or RTGS.

• The Bank has made available updated contact details of its Customer Facilitation Centers on its website to address queries or complaints related to NEFT, RTGS, or digital banking.

• The Bank has compensated customers for any delay and associated loss or additional expense incurred, as per its Compensation Policy.

• The Bank has extended remittance facilities within prescribed limits to walk-in customers.

11.17. Electronic and Digital Banking

11.17.1 Internet and Mobile Banking

The Bank has mobile banking and internet banking policies in place. Please refer to those respective policies for detailed guidelines and procedures related to digital banking services.

11.17.2.1 PINs and Passwords

• The Bank has defined a password as a string of characters used to verify the identity of a user during the authentication process, recognizing its importance in preventing unauthorized access to sensitive data.

• The Bank has conformed to internationally accepted standards for the generation, storage, and terminal security of PINs and passwords to ensure their confidentiality and security.

• The Bank has delivered PINs in sealed covers to customers at their registered addresses or at branches after due identification. Customers may also generate PINs online, via IVRS, or at ATMs.

• The Bank has ensured that customers’ recent contact details, including mobile number, email ID, and landline number, are registered and updated.

• The Bank has advised customers to choose strong PINs and passwords and to change them regularly to safeguard their accounts

11.17.3 ATM and Debit Cards

• The Bank has offered ATM / Debit Cards to customers where such cards are normally issued with the type of account opted for.

• The Bank has issued new and replacement cards as EMV Chip and PIN enabled cards. Customers may decline to accept the card if they do not wish to use it.

• The Bank has ensured proper identification of customers before delivering cards personally.

• The Bank has provided a service guide or member booklet along with the first card, detailing terms and conditions, potential liabilities in case of loss or misuse, and other relevant usage information.

• The Bank has informed customers about which accounts are accessible through the card and whether the card has multiple functions, along with details of those functions. • The Bank has advised customers of the current transaction limits applicable at POS counters and ATMs.

• The Bank has advised customers of the applicable fees and charges for the card.

• The Bank has advised customers to take the following precautions to safeguard their cards:

i. Sign the card immediately upon receipt.

ii. Do not leave the card unattended or in easily accessible locations.

iii. Do not give the card to anyone or allow others to use it, including at merchant establishments

iv. Retrieve the card after every use

v. Inform the Bank with documentary proof in case of address change to ensure correct delivery of replacement cards.

vi. Lodge complaints related to disputed or failed ATM transactions with the card-issuing Bank through authorized officials or channels.

11.17.4.1 Reporting loss / theft / disputed transactions

• The Bank has informed customers of the procedure to report loss, theft, or unauthorized use of their card or PIN.

• The Bank has included in its terms and conditions the customer’s liability in case of loss or theft of the card or disclosure of PIN or password.

• The Bank has provided the capability to register mobile numbers and, where available, email IDs before activating any electronic transaction facility.

• The Bank has provided multiple 24x7 channels for reporting unauthorized transactions, including helplines, SMS, email, IVR, website, and home branch during working hours. The Bank has also provided details of channels for blocking cards and promptly sends confirmation upon blocking.

• The Bank has included alternate contact numbers or email IDs in all SMS alerts and, where possible, has provided inbuilt reply facilities.

• The Bank has provided a direct link on the homepage of its website for lodging complaints, with a specific option to report unauthorized electronic transactions.

• The Bank has implemented a loss/fraud reporting system that sends immediate acknowledgment, including auto-response, along with a registered complaint number.

• The Bank has advised customers to inform it immediately upon discovering loss or theft of card or compromise of PIN, password, or other security information, and to change credentials immediately. Upon notification, the Bank has taken immediate steps to prevent misuse.

• The Bank has ensured that customers are not held liable for unauthorized use of the card after reporting its loss or theft or disclosure of PIN or password.

• The Bank has taken immediate steps to prevent further unauthorized transactions upon receipt of a complaint.

• The Bank has determined customer liability for unauthorized transactions based on prevailing regulatory guidelines.

• The Bank has ensured that customers are not liable for losses occurring before receipt of the card, PIN, or password, provided the Bank has been notified of the current address.

• The Bank has displayed telephone/toll-free numbers of help desks or contact persons of the ATM owning bank at ATM locations for lodging complaints or reporting/blocking lost or compromised cards. Customers are advised to lodge complaints only with the card-issuing bank.

• The Bank has displayed ATM IDs on all ATMs and advised customers to quote the same while lodging complaints or suggestions. Complaint forms are available within ATM premises.

• The Bank has reimbursed amounts wrongly debited in failed ATM transactions within the prescribed time limit and compensated for delays beyond the limit, provided the claim is lodged within 30 days of the transaction.

• The Bank has retained relevant camera footage for disputed ATM transactions until resolution, with access available only if the dispute is raised within the prescribed preservation period.

11.17.4.2 Limited Liability in respect of unauthorized electronic banking transactions

• The Bank has ensured zero liability for customers in the following cases of unauthorized transactions:

i. contributory fraud, negligence, or deficiency on the part of the Bank,

ii. third-party breach where the deficiency lies elsewhere in the system and the customer notifies the Bank within three working days of receiving communication regarding the unauthorized transaction.

• The Bank has held customers liable for losses due to unauthorized transactions in the following cases:

i. where the loss is due to customer negligence, such as sharing payment credentials, the customer bears the entire loss until the unauthorized transaction is reported. Any loss occurring after reporting is borne by the Bank.

ii. where the responsibility lies elsewhere in the system and the customer delays notification by four to seven working days after receiving communication, the customer’s per transaction liability is limited to the transaction value or the amount specified in RBI guidelines, whichever is lower.

iii. where the delay in reporting exceeds seven working days, the customer’s liability is determined as per the Bank’s Board-approved policy, which is available in the public domain and on the Bank’s website. The Bank has provided details of this policy at the time of account opening and has informed all customers individually.

11.17.4.3 Reversal Timeline for zero Liability / Limited Liability

The Bank has credited (shadow reversal) the amount involved in unauthorized electronic transactions to the customer’s account within 10 working days from the date of notification, without waiting for settlement of any insurance claim. The credit is value dated to the date of the unauthorized transaction.

The Bank has ensured the following:

i. the complaint is resolved and liability, if any, is established within the time specified in the Board approved policy, not exceeding 90 days from the date of receipt of the complaint, and compensation is provided as per RBI guidelines;

ii. where the complaint cannot be resolved or liability cannot be determined within 90 days, compensation is paid as per RBI guidelines;

iii. in case of debit card or bank account, the customer does not suffer loss of interest, and in case of credit card, the customer does not bear any additional burden of interest.

11.20 Getting Records

The Bank has made available, upon request and at a cost, records pertaining to customer transactions, provided the request falls within the prescribed preservation period of such records.

12. BRANCH CLOSURE / SHIFTING

• The Bank has provided advance notice in the event of branch closure, relocation, or discontinuation of banking services: i. ii. a notice of two months where no other bank branch is functioning at the centre, a notice of one month in all other cases.

• The Bank has informed customers of the complete address of the new branch location in case of branch relocation.

• The Bank has communicated any changes in branch working hours to customers.

14. SENIOR CITIZENS AND DIFFERENTLY ABLED PERSONS

• The Bank has made its best efforts to ensure ease and convenience for senior citizens, differently abled, and illiterate customers by designing suitable policies, products, and services.

• The Bank has developed systems and procedures to improve access to banking services for such customers.

• The Bank has made physical access to branches convenient by providing ramps and hand railings to facilitate access.

• The Bank has sensitized staff to assist these customers in carrying out banking transactions.

i. The Bank has accorded priority and endeavored to provide personalized services for banking transactions and grievance redressal.

ii. The Bank has provided seating arrangements in banking halls.

iii. The Bank has endeavored to offer services through a Single Window mechanism

iv. The Bank has permitted authorized persons to withdraw funds on behalf of customers, within set limits, upon presentation of an authorization letter and passbook.

v. The Bank has made concerted efforts to provide doorstep banking services in special circumstances such as ill health or inability to visit the branch. For senior citizens above 70 years and differently abled or infirm persons (including visually impaired), the Bank has provided doorstep banking for basic services such as cash/instrument pickup, demand draft delivery, KYC document submission, and Life Certificate collection.

vi. The Bank has guided relatives or parents of disabled persons on appointing legal guardians under the National Trust Act, 1999, to enable account operations.

vii. The Bank has ensured that banking facilities provided by the bank are offered to visually challenged customers without discrimination

viii. The Bank has rendered all possible assistance to visually challenged customers in availing banking services

ix. The Bank has arranged regular meetings to allow customers to voice concerns and benefit from shared experiences.

15. PROTECTING YOUR ACCOUNTS

15.1 Secure and reliable banking and payment systems

• The Bank has made its best efforts to ensure that customers enjoy secure and reliable banking and payment systems they can trust.

• The Bank has installed CCTV systems, wherever feasible, as part of its security arrangements to ensure close surveillance.

15.2 Keeping us up to date

• The Bank has advised customers to register their current address, phone number, mobile number, and email ID to enable the Bank to send necessary alerts.

• The Bank has advised customers to promptly inform the Bank of any changes in name, address (with supporting documents), phone numbers, or email ID to ensure effective communication when required.

15.3 Checking your account

• The Bank has advised customers to regularly check their account statements or passbooks. If any entry appears incorrect, customers are expected to inform the Bank at the earliest to enable investigation. Regular monitoring of direct debits and standing orders helps ensure funds are directed appropriately.

• The Bank has requested customer cooperation during investigations of transactions, including cooperation with law enforcement or other investigative agencies if required.

15.4 Taking care

• The Bank has advised customers to take necessary precautions to prevent fraud and protect their accounts, including:

i. not keeping cards,

ii. not sharing account details, passwords, or other security information with anyone.

• The Bank has advised customers on measures to protect their cards from misuse.

• The Bank has taken immediate steps to prevent misuse upon being notified of loss or theft of passbook, ATM/Debit card, or compromise of PIN or other security information. Customers are advised to change their PIN/password immediately if compromised.

• The Bank has accepted such notifications via its 24-hour toll-free number, followed by written confirmation or email to the designated address.

• The Bank has clarified that customers may be liable for misuse until the Bank is notified.

15.5 Cancelling payments

• The Bank has required customers to provide written instructions to stop payment, cancel a standing instruction, or cancel a direct debit instruction.

• The Bank has accepted instructions for withdrawal of mandate without requiring prior concurrence or approval from the beneficiary or user institution.

• The Bank has clarified that cancellation of payments may not be possible if timely notice is not provided.

15.6 Liability for losses

The Bank has held customers fully responsible for all losses on their account if they act fraudulently. If customers act without reasonable care and such actions result in losses, the Bank has held them liable for those losses.