TABLE OF CONTENTS
1
Introduction
2
1.1
Objectives of the Code
2
1.2
Application of Code
2
2
Key Commitments
3
2.1
Our key commitments to you
3
3
Information - Transparency
5
3.1
General
5
3.2
Do Not Call Service
6
3.3
Interest rates
6
3.4
Tariff schedule
7
3.5
Terms and conditions
7
4
Advertising, Marketing and Sales
8
5
Privacy and Confidentiality
9
5.1
Credit Reference Agencies
10
6
Collection of dues
10
6.1
Security Repossession Policy
12
7
Complaints, Grievances and Feedback
12
7.1
Internal Procedures
12
7.2
Banking Ombudsman Service
12
8
Products and Services
13
8.1
Deposit Accounts
13
8.2
Clearing Cycle / Collection Services
18
8.3
Cash transactions
18
8.4
Stop Payment Facility
19
8.5
Cheques / Debit instructions issued by you
19
8.6
Branch closure / shifting
20
8.7
Settlement of claims in respect of Deceased Account Holders
20
8.8
Safe Deposit Lockers
22
8.9
Foreign Exchange Services
22
8.10 Remittances within India
23
8.11 Lending
23
8.12 Guarantee
25
8.13 General Information
26
8.14 Credit Card
27
8.15
Insurance
29
8.16 Mobile Banking
29
8.17 Credit Counselling Facility
29
8.18 Getting Records
29
9
Protecting Your Accounts
29
9.1
Secure and Reliable Banking and Payment Systems
29
9.2
Keeping Us Up To Date
30
9.3
Checking your account
30
9.4
Taking care
30
9.5
Internet banking
31
9.6
Cancelling payments
32
9.7
Liability for losses
32
10
Monitoring
33
11
Getting help
33
12
Review of the Code
33
Annex - Glossary
34
2
INTRODUCTION
This is a voluntary Code, which sets minimum standards of banking
practices for banks to follow when they are dealing with individual
customers. It provides protection to you and explains how banks are
expected to deal with you for your day-to-day operations.
The Code does not replace or supersede regulatory or supervisory
instructions of the Reserve Bank of India (RBI) and we will comply with
such instructions/directions issued by RBI from time to time. Provisions
of the Code may set higher standards than what is indicated in the
regulatory instructions and such higher standards