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N O T E
This booklet is an initiative to
promote better understanding between the bank and its customers. Only key information on various
services / facilities is provided in this booklet. Each service has
its own detailed terms and conditions which can be made available on
request. For further details / information, visit or write to any of our branch offices, Head Office, or visit our Web Site www.sbhyd.com or dial our helpline (Toll Free No.1800 4254055)
CITIZENS’ CHARTER is an endeavour
to provide information on the Bank’s services as well as on the
attendant issues relating to our customers. It represents our
commitment and responsibilities vis-à-vis the customers. It also
throws light on the responsibilities on the part of the customer for
fostering healthy practices and
customer – banker relationship. The code will be reviewed from time
to time to address the changing needs of the customer and general banking practices. I
welcome your views and suggestions. Your queries, if any, will be
attended to by the Bank’s personnel.
Bank's feedback forms are available at branches and on our
website www.sbhyd.com Please also find Bankers’ Fair
Practice Code enclosed. Date:
01-07-2006
AMITABHA GUHA, Managing Director COMMON
PRACTICES FOLLOWED BY OUR BRANCHES : ¨ Grahak Mitra is introduced at select
branches to help and guide the customers. ¨
Display
business hours ¨
Render
courteous services ¨
Attend
to all customers present in the Banking hall at the close of business
hours. ¨ Offer
nomination facility to all deposit accounts i.e., accounts opened in
individual capacity, safe-custody article depositors and all safe
deposit locker hirers (i.e., individual hirers). ¨
At
the request of the depositor, the Bank will register mandate/power of
attorney given by him/her authorizing another person to operate the
account on his/her behalf. ¨ Display
interest rates for various deposit schemes from time to time. ¨ Notify
changes in interest rates on advances and deposits. ¨ Provide
details of various deposit schemes/ services of the Bank. ¨ Issue
Demand Drafts, Bankers Cheques etc. ¨ Providing
insurance services like life & non-life products. ¨ Extending Pension and PPF services ¨ Providing
facility of on line banking, information on website, internet Banking
and ATM facility. ¨ Any
branch banking through Core Banking Solutions. ¨ Display Time Norms for various
banking transactions. ¨ Pay interest for delayed credit of
outstation cheques, as advised by Reserve Bank of India from time to
time. ¨ Accord immediate credit in respect
of outstation and local cheques upto a specified limit subject to
certain conditions, as advised by RBI from time to time. ¨
Provide complaint / suggestion box in the branch premises. ¨
Make available perforated complaint book at the branches. ¨
Acceptance of complaints by e-mail / letters. ¨
Acknowledgement of complaints received either directly or by
post. ¨Display
addresses and telephone numbers of Regional / Zonal and Head office as
well as Nodal Officer dealing with customer grievances / complaints. ¨
Display of Ombudsman address in the banking hall. ¨
Provide standing instructions facility. ¨
Provide ATM/ECS/EFT/RTGS etc., ¨
Maximum time limit for settlement of deceased constituent's accounts
is 15 days after submission of required papers to bank. ¨
Hassle free settlement of Claims is
ensured . ¨
Display of availability of exchange facility of notes/coins and
mutilated notes. ¨
Installation of Closed Circuit TVs for close surveillance as part of
security arrangements in the interest of customers. FAIR
BANKING PRACTICES Customers are requested to please ¨
Ensure safe custody of cheque book and pass book. ¨
Issue crossed / “account payee” cheques wherever possible. ¨
Check the details of the cheque, viz. date, amount in words and
figures, crossing etc. before issuing it. If possible, issue cheques
after rounding off the amount to nearest rupee. ¨
Not to issue cheque without adequate balance & maintain minimum
balance as specified by the Bank. ¨ Send cheques and other financial
instruments by Registered Post or by courier. ¨ Tender pass book while withdrawing
cash from savings bank account through withdrawal slip. Get pass book
updated from time to time. ¨ Use nomination facility. ¨ Note down account numbers, details
of TDR, locker number etc., seperately. ¨ Inform change of address, telephone
number etc. to the branch, where account is maintained. ¨ Inform loss of demand draft, term
deposit receipt, cheque leave(s)/ book, key of locker etc. immediately
to the branch. ¨ Provide feedback on our services ¨ Pay interest, instalments, locker
rent and other dues in time. ¨ Never sign blank cheque/s. Do not
record your specimen signature either on passbook or on cheque book. ¨ Do not introduce any person who is
not personally known to you for the purpose of opening of account by
him/her. ¨ Do not keep your Pin number along
with your ATM Card. ¨ Maintain strict confidentiality of
your user ID & Password provided for internet
Banking COMMON AREAS OF CUSTOMER – BANKER RELATIONSHIP ¨
As required by law, while opening an account the Bank will satisfy
itself about the identity, including verification of address, of the
person(s) seeking to open an account, to assist in protecting the
prospective customer(s), members of the public and bank itself against
fraud and other misuses of the Banking System. ¨ The bank requires a satisfactory
introduction of the person/s opening the account by a person
acceptable to the Bank and shall satisfy KYC (Know Your Customer)
norms. ¨ The Bank is required to obtain two
recent photographs of the person(s) opening the account. ¨ The Bank is required to obtain
Permanent Account Number (PAN) or General Index Register (GIR) Number
or alternatively obtain declaration in form No. 60 or 61 as per the
Income Tax Act (vide Section 139A) from the person/s opening the
Account. ¨ The Bank will provide to the
prospective customers details of the documents required for
identification of the person/s opening the account in addition to a
satisfactory introduction. Documents normally accepted are the latest
gas/telephone/electricity bill, voter’s identity card, Govt / Office
/ Reputed Employers’ ID Card. NOMINATION
FACILITY ¨
Due publicity is being given by bank for guidance of the customers
about the availability of nomination facility for hassle free
settlement of claims. ¨ Nomination facility is available to
all depositors in both single and joint accounts. Nomination can be
made by the depositor(s) in favour of a person who will receive the
amounts lying to the credit of depositor(s), without any difficulty in
the unfortunate event of the death of depositor(s). Nomination once
made can be cancelled or amended by the account holder any time during
his/her life time. While making nomination, cancellation or amendment,
witnesses is required and the request should be signed by all account
holders. ¨ The
nominee could be an individual only
and not an association, a society, a trustee and other organization or
office bearer in his official capacity. ¨ A minor can be a nominee but during
the period, if the minor does not attain majority the natural guardian
will receive the amount on the minor’s behalf. In case the
depositor(s) does not wish to make nomination, the same should be
recorded on the account opening form by the depositor(s) with full
signature. ¨
The right of nominee to receive payment from the Bank arises only
after the death of the depositor in single account and death of all
depositors in case of a joint
account. ¨
Customers (new as well as existing) are advised to avail nomination
facility, if they have not availed so far. ¨
Deposit Policy : A deposit policy has been drawn by our Bank
for the information of the public and booklets were made available to
the customers. CURRENT
ACCOUNT ¨ Current Account can be opened by
individuals, sole Proprietorship / partner ship firms, private and
public limited companies,HUFs / specified associations, societies,
trusts, clubs, executors,
administrators and liquidators, Government Departments,
Universities, Banks etc. ¨ For opening special types of current
accounts in the name of Executors,
Administrators, Trustees, Lqiuidators etc., the Branch Manager may be
contacted, who will help in opening these types of accounts. ¨ Minimum balance as stipulated from time to time is
required to be maintained. Currently
the min. balance in C/Ac's are as under.
in Rupees Type
Rural
Non-Rural Public
(individual) 2500
5000 Others
5000
10000 Staff
1
1 Pensioners
1250
2500 ¨ No interest is paid on current
accounts. ¨ A cheque book is issued in current
account and all withdrawals should be made only through the cheque. A
cheque should not be issued for an amount of less than Rs.50/ ¨ A cheque, which is presented more
than 6 months after the date of issue, will be treated as “stale”
and shall not be paid.
Such cheques shall be paid only after revalidation by the drawer. ¨ Cheques should not be drawn without
adequate balance or against uncleared effects, in order not to attract
the penal provisions of section 138 of the Negotiable Instruments Act. ¨ The cheque book should be kept
safely to prevent any misuse and consequential loss to the depostior(s).
The loss of any cheque or the cheque book should be promptly reported
to the Bank. ¨ Payment of a cheque can be stopped
by the drawer, by giving a notice containing full details of the
cheque in writing to the Bank, before the cheque is paid, and the Bank
will not pay this cheque after recording “stop payment” in its
books. A charge of Rs.55/- is levied for each “stop payment”
instruction. This charge may be varied from time to time. ¨ Service charges are levied for
cheque books issued, non-maintenance of minimum balance, return of
cheques etc. Declaration
by account holder : ¨
As per RBI directive, the applicant (account holder) should declare in
the account opening form or seperately that he is not enjoying any
facility / facilities from any other bank or branch. In case he has
availed any facilities he should declare full particulars thereof
indicating the name of the bank and name of the branch wherefrom he
has availed these facilities. SAVNGS
BANK ¨
These accounts are designed to help the individuals (personal
customers) to inculcate habit of saving and to meet their future
requirement of funds. The amount can be deposited / withdrawn from
these accounts by way of cheques / withdrawal slips. It helps the
customers to keep minimum cash at home besides earning interest. ¨ Savings Bank accounts can be opened
by all eligible persons, certain organizations and agencies (as
approved by the Reserve Bank of India). ¨ Savings Bank accounts can be opened
with or without cheque book facility. ¨ Can be opened jointly with the
operational facillity of “Either
or survivor”, "Former or Survior", "Latter or
Survivor" or "Joint" by individuals ¨ Cheque / dividend warrants drawn in
the name of account holder will only be collected through the account. ¨ The
minimum balance required to be maintained in a Savings Bank account is
as under : Currently
the min. balancs in SB/Ac's are as under.
in Rupees Type
Rural
Non-Rural
Cheque Non-
Cheque Non-
Cheque
Cheque Public(ind)
500
250
1000
500 Public (others)
500
250
1000
500 Pensioners
250
125
500
250 Staff
1
1
1
1 i)
Interest @ 3.50% p.a. at half-yearly rests is paid on the Savings Bank
accounts subject to changes. ii)
A passbook is issued in all Savings Bank accounts. Cheque book will be
issued for Special Savings Bank accounts only. ¨ The number of withdrawals in a
Savings Bank account should not exceed 50 per half year in either
category of accounts. ¨ Penalty of Rs.30/- will be charged
per month when balance falls below the stipulated
minimum balance, for all Savings Bank accounts. ¨ Account holders will be informed at
least one month in advance of any change in the prescribed minimum
balance stipulation and the charges that may be levied if the
prescribed minimum balance is not maintained. ¨ The bank has introduced 'No Frills
SB Account' from 2-1-2006 as per RBI guidelines. ¨ The bank has introduced simplified
KYC norms to open accounts under this account.
This enables a large number
of people to open accounts with a very low minimum balance of Rs 25/-
at Rural & Semi Urban, and Rs.50/- at Urban & Metro Branches . TERM DEPOSITS
: ¨
As required by LAW, while opening this account customer shall satisfy
the bank about the identity, verification of address of a person
seeking to open an account. ¨ The bank is required to obtain 2
recent photographs of the person opening the account as per RBI
guidelines. ¨ Term Deposit accounts can be opened
for a minimum period of 15 days to a maximum period of 10 years.
However, for deposits of Rs.15 lacs and above a term deposit can also
be opened between 7 days to 14 days. ¨ A receipt called Term Deposit
Receipt (TDR) or Special Term Deposit Receipt (Spl. TDR) as the case
may be, is issued in Term Deposit account. The TDR / Spl. TDR can be
kept in safe custody with the Bank, free of charge and a safe custody
receipt is issued. ¨ Term Deposit accounts can be opened
by individuals, partnership firms private and public limited
companies, HUFs / specified associates etc. ¨ Premature withdrawals are allowed,
unless specified otherewise, at the rate of interest applicable for
the period for which the deposit has run. No interest will be paid on
premature withdrawals of deposit which has remained with the Bank for
less than 15 days. ¨ Generally loans / overdrafts against
deposits are allowed except on Certificates of Deposits (CD). Such
loans are sanctioned by charging interest at rates as directed by RBI
from time to time or as prescribed by the Bank. ¨ In
the absence of any instruction from the customer, a term deposit on
maturity is renewed for the same period at the interest rate
applicable at that time. ¨ Interest on deposits is payable
either monthly at discounted value or quarterly or compounded
quarterly (i.e., reinvest ment of interest) or on the date of maturity
at the option of the depositor as applicable under particular deposit
scheme. ¨ Interest on overdue deposit is paid
if the deposit is renewed, as decided by the Bank from time to time. ¨ Interest on bank deposits is
exempted from income tax upto a limit specified by Income Tax
Authorities from time to time. ¨ Presently, if the total interest on
deposits per depositor per financial year exceeds Rs.5000/- the same
is subject to Tax Deduction at Source (TDS) at the rates stipulated by
the Income Tax Authorities. ¨ The
depositor may furnish declaration in Form No.15G preferably at the
commencement of the Financial year for receiving interest on deposits
without deduction of Tax. Such form will be available with the
branches. ¨
The Bank will issue TDS Certificate for the tax deducted. SPECIAL
TERM DEPOSIT ACCOUNT ¨
Special Term Deposit account can be opened in the same way as the Term
Deposit account. The Interest on the SPL. TD Account is reinvested at
quarterly rests and principal and interest are paid on maturity. ¨ Other terms and conditions are same
as in case of Term Deposit Accounts. DEPOSIT
SCHEME FOR SENIOR CITIZENS who
are 60 years and above age ¨
senior citizens are offered 0.50% p.a. additional rate of
interest over the normal rate for the deposits of one year and above. OTHER
SPECIAL SCHEMES ¨
Various other deposit schemes to suit various customer needs, in
addition to the above schemes, are available in the Bank. Information
on these schemes is freely available from the branch where a customer
intends to open an account. ¨ We have introduced "Super
Saver Term Deposit A/c"
to enable depositers to get more interest on TDR's with maturity
period of over 6 years upto 10 years. Penalty for premature withdrawls
under this scheme is 2%. For senior
citizens addtional rate of interest is
only 0.50% under the scheme. CREDIT
CARD FACILITY ¨
Bank is extending ATM Card/ Debit Card/ Credit Card to the customers,
Kisan Credit Card for farmers, LUCC for Small Business entrepreneurs. OPERATION
OF BANK ACCOUNTS BY OLD/SICK/INCAPACITATED CUSTOMERS ¨
Bank extends the facilities to open accounts to such customers who are
sick/old/incapacitated and who cannot
be physically present in the bank to withdraw money from their
accounts. ¨ For customers who have lost both
their hands and even cannot sign, Bank provides facility to obtain a
mark on the cheque / withdrawal form which
enables the customers to withdraw the amounts from their
accounts. ¨ Bank extends the facilities
of opening and operation of accounts by visually
impaired (blind)
persons also. SETTLEMENT
OF CLAIMS-ACCOUNTS OF DECEASED DEPOSITORS ¨ Guidelines have been framed as advised by RBI for settling claims
under the following clauses : i) Accounts with Survivor/nominee clause ii) Accounts without Survivor/nominee clause iii)
Premature termination of term deposit accounts by legal heirs. iv)
Treatment of flows (Pipe line funds) in the name of the deceased
depositor. v) Access to the safe
deposit lockers/Safe custody articles. vi)
Time limit for settlement of claims. ¨ Time
limit of 15 days has been set by our bank in settlement of deceased
constituents accounts
from the date of submission of required documents by the claimants. ¨ As directed by RBI, the Bank may not
insist on legal representations from legal heirs irrespect of amount
involved. However, the Bank may adopt such safeguards in considering
settlement of claims as appropriate including furnishing of
indemnity bond by the heirs. ¨
Simplified the systems and procedures and issued a revised claim
format for settlement of clamis quickly. STANDING
INSTRUCTIONS ¨
Standing instructions can be given to the Bank for transfer /
remittance of funds from one account to other account/s maintained in
the same branch, any other branch of the Bank or any other bank or any
other third party against payment of applicable Service charges. SAFE
DEPOSIT LOCKERS ¨ The facility of Safe Deposit Lockers is an ancillary service
offered by the Bank. The Bank’s branches offering this facility will
indicate/ display this information. ¨
Lockers
are allotted duly maintaining wait list on first come first serve basis. The
major aspects governing the services are ¨ A
locker may be hired by an individual (not minor), singly or jointly
with one or more other individuals, firms, limited companies,
specified associations, societies etc. ¨ Nomination facility is available to
individual hirer of Safe Deposit Locker. ¨ Loss of key should be immediately
informed to the branch. ¨ Lockers are available in different
sizes. ¨ Lockers are rented out for a minimum
period of one year. Rent is payable in advance. In case of overdue rent, the bank will charge penalty as decided
from time to time. ¨ By giving standing instructions,
the rent may be paid from the deposit account of the hirer. ¨ The Bank will allot lockers to
properly introduced persons. ¨ The Bank reserves the right to break
open the locker if the rent is not paid, inspite of giving notices as
per the Bank rules and to recover charges thereof. ¨ Lockers are provided to the
customers on rent. The bank will not insist on deposits for providing
lockers. ARTICLES
IN SAFE CUSTODY ¨
Articles like shares, securities etc., can be kept in safe custody
with the Bank on prescribed charges wherever such facility is offered.
The customer(s) must lock large / small boxes and particulars must be
written / painted thereon. The lock should be covered by stout cloth
and sealed with the customer’s seal. Relationship of Banker and
Customer shall be that of Bailor and Bailee. SERVICE
CHARGES ¨
The Bank provides various services to customers for which service
charges are levied. The charges are reviewed / revised from time to
time. ¨ Service charges are levied for
collection and remittance of funds, processing of loan proposals,
issue of guarantees, safe custody of articles, issue of duplicate
instruments / statements, carrying out standing instructions etc.
Details of service charges will be made available on request. ¨ The Bank sends an advance notice to
all the customers to levy charges for any facility which was hitherto
offered free of cost. COLLECTION
OF LOCAL CHEQUES All cheques and other Negotiable Instruments payable locally would be presented through the clearing system prevailing at the centre. Cheques deposited at branch counters and in drop boxes within the branch premises before the specified cut-off time will be presented for clearing on the same day. Cheques tendered after the cut-off time and dropped in collection boxes out side the branch premises including off-site ATMs will be presented in the next clearing cycle. As a policy bank would give credit to the customer’s account on the day when clearing settlement takes place. Withdrawal of amounts so credited would be permitted on receipt of cheque return schedule from the clearing house. Wherever applicable, facility of high-value clearing (same day credit) will be extended to customers. Negotiation of local cheques/instruments will not he encouraged. However, Branch Managers may use their discretion in exceptional circumstances to permit immediate credit of local instruments upto Rs.20000/- for deposit accounts on recovery of collection charges of Rs.100/- per instrument. No charges will be levied for local collection of cheques/instruments which are collected through clearing except for item (1) above. Bank branches situated at centres where no clearing house exists, would present local cheques on drawee banks across the counter and it would be the bank’s endeavor to credit the proceeds at the earliest.
Time Frame for
Collection of Local Cheques/
Instruments
The
customer’s account would be credited in respect of local cheques
latest on 3rd working day from the date of acceptance of the cheque at
the counters and deposited in drop boxes within the time
indicated for local clearing and on 4th working day if deposited
beyond the timings indicated on the drop boxes. a) Bank would make available, in public domain, the cut-off time upto which the cheques received will be sent for clearing the same day b) The cut-off time prescribed would be indicated on the face of the drop box c) Cut-off time for High Value Clearing (same day credit) would be available in public domain d) Cut-off time for receipt of cheques for payment to Govt. accounts like IT etc., would be clearly displayed in the branches transacting Govt. business. Cheques of high value (Rs.1 lac and above) will be cleared on the same day at designated centers where branches participate in high value clearing. Immediate credit
of Local Cheques / Instruments
Branches/extension counters of the bank will consider providing immediate credit for local cheques / instruments up to an aggregate value of Rs.20000/- tendered for collection by an eligible account holder subject to satisfactory conduct of his/her account for a period not less than 6 months. This facility of immediate credit will also be made available in respect of local cheques at centres where no formal clearing house exists. Bank will afford immediate credit for all instruments payable at par like Interest/Dividend warrants at all its branches. Prepaid instruments like Demand drafts, etc., drawn on our own branches should not be treated on par with cheques and immediate credit will be afforded as the bank has already received funds. Outstation
Cheques
Cheques drawn on other banks at outstation centres will normally be collected through bank’s branches at those centres. Where the bank does not have a branch of its own, the instrument would be directly sent for collection to the drawee bank or collected through a correspondent bank. The bank would also use the National Clearing services offered by the RBI at centres where such collection services exist. Cheques drawn on bank’s own branches at outstation centres will be collected using the inter-branch arrangements in vogue under CBS network. Time
frame for collection of Outstation Cheques/Instruments: For cheques and other instruments sent for collection to centers within the country : a) Cheques presented at
i) any of the 4 Major Metro centers ( N.Delhi, Mumbai, Kolkata &
Chennai) and payable at any of the ii) Metro centers and State capitals (other than those of North Eastern
States and Sikkim): Max. 10 days
b) In all other centers : Max. 14 days Immediate
Credit of Outstation Cheques/Instruments: Branches/extension counters of the bank will consider providing immediate credit for outstation cheques / instruments up to an aggregate value of Rs.20000/- tendered for collection by an eligible account holder subject to satisfactory conduct of such account for a period not less than 6 months. The
facility of immediate credit will be offered on Savings
Bank/Current/Cash Credit accounts of the customers. For extending this
facility there will not be any separate stipulation of minimum balance
in the account. In the event of dishonor of cheque against which immediate credit was provided, interest shall be recoverable from the customer for the period the bank remained out of funds at the rate applicable for overdraft limits sanctioned to individual customers. For
the purpose of this policy, a satisfactorily conducted account shall
be the one: a) Opened at least six months earlier complying with KYC norms b) Conduct of which has been satisfactory and bank has not noticed any irregular dealings. c) Where no cheques/instruments for which immediate credit was afforded returned unpaid for financial reasons d) Where the bank has not experienced any difficulty in recovery of any amount advanced in the past including cheques returned after giving immediate credit. Bank shall levy normal collection charges and out of pocket expenses for the cheques/instruments upto Rs.20,000/- while providing immediate credit in respect of Outstation instruments tendered for collection. In such cases exchange charges applicable for cheque purchase will not, however be charged. Charging of Interest on cheques returned unpaid where instant credit was given If
a cheque sent for collection for which immediate credit was provided
by the bank is returned unpaid, the amount of cheque will be
immediately debited to the account. The Bank shall recover interest at Clean OD rate for the period bank remained out of funds and recover prescribed cheque returned charges subject to following. a) No interest will be charged to the customer for the period between the date of credit of the outstation cheque lodged and its return. b) Bank will charge interest from the date of return of the cheque till the reimbursement of money to the Bank. c) Where the cheque is credited to a SB a/c, no interest will be payable on the amount so credited if the cheque is returned. d) If proceeds are credited in an OD/Loan a/c interest would be recovered at applicable rate on the amount of returned cheque/instrument. | ||||||||||||||