Citizen Charter

STATE BANK OF HYDERABAD has remained a customer-friendly organization ever since its inception in 1942. The Bank has been committed, throughout its evolution, providing the best services to its clientle.
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Citizen Charter

NOTE
Information given in this booklet is as of 01-7-2006 and is subject to change/ revision from time to time.

This booklet is an initiative to promote better understanding between the bank and its customers.
It is not a legal document highlighting rights and obligations.

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)

PRACTICE »

STATE BANK OF HYDERABAD has remained a customer-friendly organization ever since its inception in 1942. The Bank has been committed, throughout its evolution, providing the best services to its clientle. It has always been the endeavour of the Bank to add value through its services.

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
I assure you of our best services at all times.

Please also find Bankers’ Fair Practice Code enclosed.

Date: 01-07-2006 RENU CHALLU , Managing Director

Date: 01-07-2006
RENU CHALLU,
Managing Director

COMMON PRACTICES FOLLOWED BY OUR BRANCHES »

  1. Grahak Mitra is introduced at select branches to help and guide the customers.
  2. Display business hours
  3. Render courteous services
  4. Attend to all customers present in the Banking hall at the close of business hours.
  5. 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).
  6. 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.
  7. Display interest rates for various deposit schemes from time to time.
  8. Notify changes in interest rates on advances and deposits.
  9. Provide details of various deposit schemes/ services of the Bank.
  10. Issue Demand Drafts, Bankers Cheques etc.
  11. Providing insurance services like life & non-life products.
  12. Extending Pension and PPF services
  13. Providing facility of on line banking, information on website, internet Banking and ATM facility.
  14. Any branch banking through Core Banking Solutions.
  15. Display Time Norms for various banking transactions.
  16. Pay interest for delayed credit of outstation cheques, as advised by Reserve Bank of India from time to time.
  17. 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.
  18. Provide complaint / suggestion box in the branch premises.
  19. Make available perforated complaint book at the branches.
  20. Acceptance of complaints by e-mail / letters.
  21. Acknowledgement of complaints received either directly or by post.
  22. Display addresses and telephone numbers of Regional / Zonal and Head office as well as Nodal Officer dealing with customer grievances / complaints.
  23. Display of Ombudsman address in the banking hall.
  24. Provide standing instructions facility.
  25. Provide ATM/ECS/EFT/RTGS etc.,
  26. Maximum time limit for settlement of deceased constituent’s accounts is 15 days after submission of required papers to bank.
  27. Hassle free settlement of Claims is ensured.
  28. Display of availability of exchange facility of notes/coins and mutilated notes.
  29. 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

  1. Ensure safe custody of cheque book and pass book.
  2. Issue crossed / “account payee” cheques wherever possible.
  3. 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.
  4. Not to issue cheque without adequate balance & maintain minimum balance as specified by the Bank.
  5. Send cheques and other financial instruments by Registered Post or by courier.
  6. Tender pass book while withdrawing cash from savings bank account through withdrawal slip. Get pass book updated from time to time.
  7. Use nomination facility.
  8. Note down account numbers, details of TDR, locker number etc., seperately.
  9. Inform change of address, telephone number etc. to the branch, where account is maintained.
  10. Inform loss of demand draft, term deposit receipt, cheque leave(s)/ book, key of locker etc. immediately to the branch.
  11. Provide feedback on our services
  12. Pay interest, instalments, locker rent and other dues in time.
  13. Never sign blank cheque/s. Do not record your specimen signature either on passbook or on cheque book.
  14. Do not introduce any person who is not personally known to you for the purpose of opening of account by him/her.
  15. Do not keep your Pin number along with your ATM Card.
  16. Maintain strict confidentiality of your user ID & Password provided for internet Banking

COMMON AREAS OF CUSTOMER – BANKER RELATIONSHIP »

  1. 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.
  2. 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.
  3. The Bank is required to obtain two recent photographs of the person(s) opening the account.
  4. 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.
  5. 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 »

  1. Due publicity is being given by bank for guidance of the customers about the availability of nomination facility for hassle free settlement of claims.
  2. 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.
  3. 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.
  4. 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.
  5. 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.
  6. Customers (new as well as existing) are advised to avail nomination facility, if they have not availed so far.
  7. 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 »

  1. 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.
  2. 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.
  3. Minimum balance as stipulated from time to time is required to be maintained. Currently the min. balance in C/Ac’s are as under.
  4. in Rupees
    Type Rural Non-Rural
    Public (individual) 2500 5000
    Others 5000 10000
    Staff 1 1
    Pensioners 1250 2500
  5. No interest is paid on current accounts.
  6. 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 `50/
  7. 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.
  8. 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.
  9. 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.
  10. 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 `55/- is levied for each “stop payment” instruction. This charge may be varied from time to time.
  11. Service charges are levied for cheque books issued, non-maintenance of minimum balance, return of cheques etc.

Declaration by account holder »

  1. 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 »

  1. 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.
  2. Savings Bank accounts can be opened by all eligible persons, certain organizations and agencies (as approved by the Reserve Bank of India).
  3. Savings Bank accounts can be opened with or without cheque book facility.
  4. Can be opened jointly with the operational facillity of “Either or survivor”, “Former or Survior”, “Latter or Survivor” or “Joint” by individuals
  5. Cheque / dividend warrants drawn in the name of account holder will only be collected through the account.
  6. 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
  1. Interest @ 3.50% p.a. at half-yearly rests is paid on the Savings Bank accounts subject to changes.
  2. A passbook is issued in all Savings Bank accounts. Cheque book will be issued for Special Savings Bank accounts only.
  3. The number of withdrawals in a Savings Bank account should not exceed 50 per half year in either category of accounts.
  4. Penalty of `30/- will be charged per month when balance falls below the stipulated minimum balance, for all Savings Bank accounts.
  5. 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.
  6. The bank has introduced ‘No Frills SB Account’ from 2-1-2006 as per RBI guidelines.
  7. 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 `50/- at Urban & Metro Branches.

TERM DEPOSITS »

  1. 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.
  2. The bank is required to obtain 2 recent photographs of the person opening the account as per RBI guidelines.
  3. Term Deposit accounts can be opened for a minimum period of 15 days to a maximum period of 10 years. However, for deposits of `15 lacs and above a term deposit can also be opened between 7 days to 14 days.
  4. 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.
  5. Term Deposit accounts can be opened by individuals, partnership firms private and public limited companies, HUFs / specified associates etc.
  6. 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.
  7. 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.
  8. 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.
  9. 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.
  10. Interest on overdue deposit is paid if the deposit is renewed, as decided by the Bank from time to time.
  11. Interest on bank deposits is exempted from income tax upto a limit specified by Income Tax Authorities from time to time.
  12. Presently, if the total interest on deposits per depositor per financial year exceeds `5000/- the same is subject to Tax Deduction at Source (TDS) at the rates stipulated by the Income Tax Authorities.
  13. 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.
  14. The Bank will issue TDS Certificate for the tax deducted.

SPECIAL TERM DEPOSIT ACCOUNT »

  1. 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.
  2. 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 »

  1. 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 »

  1. 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.
  2. 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 »

  1. 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 »

  1. 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.
  2. 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.
  3. Bank extends the facilities of opening and operation of accounts by visually impaired (blind) persons also.

SETTLEMENT OF CLAIMS-ACCOUNTS OF DECEASED DEPOSITORS »

  1. Guidelines have been framed as advised by RBI for settling claims under the following clauses:
    1. Accounts with Survivor/nominee clause
    2. Accounts without Survivor/nominee clause
    3. Premature termination of term deposit accounts by legal heirs.
    4. Treatment of flows (Pipe line funds) in the name of the deceased depositor.
    5. Access to the safe deposit lockers/Safe custody articles.
    6. Time limit for settlement of claims.
  2. 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.
  3. 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.
  4. Simplified the systems and procedures and issued a revised claim format for settlement of clamis quickly.

STANDING INSTRUCTIONS »

  1. 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

  1. 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.
  2. Lockers are allotted duly maintaining wait list on first come first serve basis.

The major aspects governing the services »

  1. 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.
  2. Nomination facility is available to individual hirer of Safe Deposit Locker.
  3. Loss of key should be immediately informed to the branch.
  4. Lockers are available in different sizes.
  5. 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.
  6. By giving standing instructions, the rent may be paid from the deposit account of the hirer.
  7. The Bank will allot lockers to properly introduced persons.
  8. 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.
  9. Lockers are provided to the customers on rent. The bank will not insist on deposits for providing lockers.

ARTICLES IN SAFE CUSTODY »

  1. 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

  1. The Bank provides various services to customers for which service charges are levied. The charges are reviewed / revised from time to time.
  2. 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.
  3. 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 `20000/- for deposit accounts on recovery of collection charges of `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.

Revised Cheque collection policy
Existing Revised
Time frame for collection of Local Cheques/Instruments 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. The Customer’s account would be credited in respect of local cheques by 2nd working day from the date of acceptance of the cheques at the counters/deposited in drop boxes upto 1.30 p.m., for same day local clearing and by 3rd working day at branches if deposited at counters/drop boxes after 1.30 p.m. for next day clearing.
Cut-off time for High Value Clearing (same day credit) would be available in public domain. Where High Value Clearing (same day credit) facility is available the cheques/ instruments accepted at the counters/deposited in drop boxes upto 11.15 a.m. will be included for same day clearing and credit will also be afforded on the same day.
Cheques of high value (`1 lac and above) will be cleared on the same day at designated centres where branches participate in high value clearing. The customer will be allowed to withdraw the relative proceeds on next working day, after crediting the proceeds and reckoning the relevant cheque return timeline at the centre.
Charging of interest on cheques returned unpaid
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 the following. No interest will be charged to the customer for the period between the date of credit of the outstation cheque lodged and its return. If proceeds are credited in an OD/Loan account interest would be recovered at applicable rate on the amount of returned cheque / instrument.
Charging of interest on cheques returned unpaid
If a cheque / Instrument for which immediate credit has been afforded is returned unpaid, Bank shall recover interest at clean overdraft rate for the period bank remained out of funds and also cheque return charges subject to the following: Bank will charge interest from the date of credit of proceeds of the cheque in the account till reimbursement of money to the bank. Where the cheque is credited to a Savings Bank account, such credits will not be reckoned for interest purpose if the cheque is returned If proceeds are credited in an overdraft/ loan account, interest would be recovered at applicable rate/clean overdraft rate, whichever is higher, on the amount of returned cheque/ instrument.

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.

  1. Bank would make available, in public domain, the cut-off time upto which the cheques received will be sent for clearing the same day
  2. The cut-off time prescribed would be indicated on the face of the drop box
  3. Cut-off time for High Value Clearing (same day credit) would be available in public domain
  4. 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 (`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 `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:

  1. Cheques presented at
    1. any of the 4 Major Metro centers ( N.Delhi, Mumbai, Kolkata & Chennai) and payable at any of the other 3 centers, and
    2. Metro centers and State capitals (other than those of North Eastern States and Sikkim): Max. 10 days
  2. 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 `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:

  1. Opened at least six months earlier complying with KYC norms
  2. Conduct of which has been satisfactory and bank has not noticed any irregular dealings.
  3. Where no cheques/instruments for which immediate credit was afforded returned unpaid for financial reasons
  4. 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 `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.

  1. No interest will be charged to the customer for the period between the date of credit of the outstation cheque lodged and its return.
  2. Bank will charge interest from the date of return of the cheque till the reimbursement of money to the Bank.
  3. 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.
  4. If proceeds are credited in an OD/Loan a/c interest would be recovered at applicable rate on the amount of returned cheque/instrument.

Bank would provide adequate compensation to its customers for any delay caused beyond stipulated period in collection of cheques/instruments and also loss of cheques in its custody as per the Bank’s Compensation Policy.

Cheques Payable in Foreign Countries:
Cheques payable at foreign centres where the bank has branch operations (or banking operations through a subsidiary, etc.,) will be collected through that office. The services of correspondent banks will be utilized in country/centres where the correspondent has presence. Cheques drawn on foreign banks at centres where the bank or its correspondents do not have direct presence will be sent direct to the drawee bank with instructions to credit proceeds to the respective NOSTRO account of the bank maintained with one of the correspondent banks.

Bank will credit the proceeds on due date for credit, which is arrived at after taking into account the normal cooling period of 21 days from the date of credit to NOSTRO. The rate of exchange will be TT buying rate prevailing on the date of conversion of foreign currency amount in to Indian rupees.

Compensation will be given for delays beyond a week from the above due date for credit, as per Rule 4.3.A of FEDAI.

REMITTANCES »

  1. Demand drafts and telegraphic transfers for ` 50,000/- and above will be issued by the Bank only by debit to the customer’s account or against cheques or other instruments tendered by the purchaser and not against cash payment and on production of PAN / Declaration on Form No. 60/ 6 I as the case may be. Similarly, such payments for ` 50,000/- and above will be made through banking channels and not in cash.
  2. There is a charge for issue of drafts, rate of which can be ascertained from the branch.
  3. All drafts of ` 50,000/- and over are required to have signatures of two officials. Before taking delivery of the drafts the customer should verify that the’ draft is complete in all respects including signature of the official(s) along with their specimen signature number at the place provided for it, in order to avoid inconvenience at a later stage.
  4. All drafts are valid for 6 months and can be revalidated for a further period of 6 months only once. The drafts which are over I year old are required to be cancelled at issuing branch, and a fresh draft obtained after paying the requisite exchange / charges.
  5. In respect of lost drafts, duplicate draft shall be issued by the issuing branch, on completion of required formalities including a non-payment certificate from the drawee branch and stamped letter of indemnity with two sureties good for the amount involved. Further, for drafts below ` 1,000/- only indemnity letter will be necessary. The customer should inform the issuing branch promptly about the loss of demand draft giving full particulars thereof in order to prevent misuse.
  6. For telegraphic transfers, electronic funds transfer,electronic clearing services, transfer through Core Power, Real Time Gross Settlement for Inter Bank Transfer (RTGS) etc. The terms and conditions may be ascertained from the branch concerned.

ISSUE OF DUPLICATE DEMAND DRAFT WITHOUT RECEIPT OF NON-PAYMENT ADVICE »

  1. As directed by RBI, the Bank will issue duplicate demand draft upto ` 10,000/- on the basis of adequate indemnity and without obtaining Non-Payment Advice from the drawee branch.

TIME FRAME FOR ISSUE OF DUPLICATE DRAFT »

  1. As directed by the RBI, the Bank will issue duplicate demand draft to the customer within a fortnight from the date of receipt of request. For delay in issuing duplicate draft beyond the above stipulated period, the Bank will pay interest’ at the rate applicable for a term deposit of corresponding maturity in order to compensate the customer for such delay.

EXCHANGE FACILITIES FOR NOTES I COINS »

  1. The Bank provides facilities at our branches maintaining currency chests I small coin depots for exchanging the notes and coins in the denomination of the customer’s choice. subject to the limits indicated ,at the public exchange counters.

EXCHANGE OF SOILED / MUTILATED CURRENCY NOTES »

  1. All the branches of the Bank will exchange freely soiled/mutilated currency notes of all denominations. The Bank’s currency chest branches will, exchange all categories of mutilated currency notes as per RBI Note Refund Rules (Details of Note Refund Rules are available at branches). Currency exchange facility is offered to the Bank’s customers and others. The Bank follows RBI guidelines in this respect. RBI has permitted the Bank to exchange mutilated currency notes which are genuine and where mutilations are such as not to cause suspicion of fraud.

GOVERNMENT TRANSACTIONS/ RBI RELIEF BONDS »

  1. The Bank handles collection of various taxes on behalf of Govt. of India through selected designated branches.
  2. While the customers I public open PPF I Pension accounts or invest in Relief/RBI Bonds or remit CBEC I CBDT funds at the branches, they will be advised about operational guidelines for such accounts / transactions.
  3. In case customers wish to convey suggestions I complaints with reference to the Bank’s services in the Govt. business related areas, they can contact the help cells in all the Zonal Offices.

TIME-NORMS FOR VARIOUS BANKING TRANSACTIONS »

  1. The following time norms are indicative only.
  2. For cash payment
    1. Through Single Window Operator: 3 to 8 minutes
    2. Through cashier: 8 to I 5 minutes
  3. Receipt of cash ( I 00 pieces): 3 minutes
  4. For issuance of demand draft / term
    1. deposit receipt: I 5 to 25 minutes
  5. Payment of demand drafts: 8 minutes
  6. Payment of term deposit receipts: 15 to 20 minutes
  7. Opening of an account: 20 to 25 minutes
  8. Retirement of bills: 20 to 30 minutes
  9. Updation of pass books: 5 to I 5 minutes
  10. Statement of accounts: within 7 days
  11. Collection of cheques (local): 3 to 4 days
  12. Collection of cheques (Outstation): 6 to 14 days

PENSION PAYMENTS »

  1. Pensioners of Central and State Governments can open a separate pension account in any of the Bank’s branches.
  2. The pension will be credited by the branch to the pensioner’s savings or current account during the last four working days of the month. The pension for the month of March will be credited on or after Ist working day of April. The pension will not be paid in cash. Every pensioner is required to submit life /non re-marriage/non-employment certificates in the month of November every year.
  3. Pensioners may maintain a minimum balance of ` 250/- in cheque operated accounts and ` 125/- in non cheque operated accounts at rural centers & `500/- and `250/- at Urban Centers.

Pension accounts – jointly with spouse

  1. Pension account can be opened & operated Jointly with spouse in who’s favour the authorisation for family pension exists in PPO.
  2. The Joint Account can also be operated with “former or survivor”/ “either or survivor” facility subject to :
    1. Once the pension has been credited to the joint account, no further liability arises on the part of Govt/Bank , even if the spouse wrongly withdraws the amount.
    2. Any excess/wrong credits made into the joint account of the pensioner shall be recoverable from the joint account & / or from the accounts held by the pensioner or spouse either individually or jointly.
    3. If there is an “accepted nomination” in accordance with the laid down rules, arrears shall be payble to nominee.

BANKER’S CHEQUE »

  1. Banker’s Cheques are issued for making payments locally. Issuance/ payment of Banker’s Cheque for ` 50,000/- and above is to be made only through the bank account.
  2. Validity period of Banker’s Cheque is 6 months. This can be revalidated by the issuing branch on written request of the purchaser.

FOREX TRANSACTIONS »

  1. The Bank is an Approved Dealer in Foreign Exchange. All types of Foreign Exchange business are conducted at our 65 designated branches. For more information on any service, please contact your nearest Branch.

NRI SERVICES »

  1. NRE SB/CA/TD
  2. NRO SB/CA/TD
  3. FCNR (B) Term Deposits.
  4. RFC
  5. Loan Products for NRI’s
  6. REMITTANCE FACILITIES FROM 7 EXCHANGE HOUSES IN THE GULF.
  7. SWIFT REMITTANCE FACILITIES THROUGH OUT CORRESPONDENT BANKS WORLDWIDE.
  8. ‘xpress money’ of UAE Exchange Co. – a cash Product
  9. For enquiries contact :
    “NRI Help Desk at e-mail: nrihelp@sbhyd.co.in
    (Fax 91-04-23387851)
  10. Enquiries on Inward Remittances: ‘International Services Cell’
    e-mail: sbhisc@sbhyd.co.in
    (Fax 91-04-55666563)

USER FRIENDLY SERVICES »

  1. All our branches are fully computerized, under CORE BAnking solutions. Any branch banking is possible with certain limitations.
  2. Single Window Service available in all branches.
  3. Extended working hours facility available.
  4. ATM’s installed at differnt locations are net worked with SBI switch.
  5. Issuing ATM-cum-debit card in association with Master card international.
  6. Sharing ATM, with UTI, HDFC, Andhra Bank, Indian Bank, PNB, Corporation Bank, UCO Bank, Indus Ind Bank, Dena Bank, and UBI with nominal charges.
  7. Electronic Funds Transfer (EFT) System / Electronic Clearing Service (ECS) System/ Real Time Gross Settlement (RTGS) facility implemented at identified centers.
  8. All the branches of our bank, will extend transaction based Internet banking facility.
  9. The bank will provide interest certificates on housing loans at the end of financial year to facilitate the customer to file I.T. Returns.
  10. The bank also provides certificates of Tax Deducted at Source (TDS) to the depositors.
  11. The bank conducts customers Satisfaction Survey to know the level of satisfaction of the customer on various services / schemes provided to them and to rectify deficiencies if any.
  12. The bank provides feedback forms to the customers. For these forms postage is prepaid and available at branches. Customer can also download the form from bank’s website.

Business process re-engineering (BPR)

  1. The objective of BPR is to align the process of the business to the new technology. This enables the bank :
  2. Branches to be sales & service outlets.
    1. To reduce turn around time (TAT) of transaction.
    2. To enhance quality of customer service.
    3. To increase staff productivity.
    4. To reduce cost of operations.
    5. To create low cost alternate service channels.

Under BPR initiatives the customers are provided with the following facilities.

GRahak mitra

  1. This counter is handled by an experienced staff member of a branch to give a personalized attention on individual customers.

Drop Box facility

  1. Intoduced at identified branches for migrating the customers depositing cheques for collections from the counters to drop box.
  2. Retail asset central processing centre (RACPC) small enterprises credit cell (SECC) retail assets & small enterprises credit cell (rasecc)
  3. Quick delivery process for loan products pertaining to PER and SME segments.

Relationship Manager

  1. For developing relationship with high net worth customers of the branch for up selling and cross selling bank’s various products.
  2. Central Pension processing centre (CPPC)
  3. All payments due to the pensioners are calculated at one place and disbursed through respective branches

Sales force teams

  1. To market various bank products at the customer’s doorsteps.
  2. All the above BPR initiatives are aimed at increasing customer satisfaction and convenience.

It related services core power

  1. All the branches of our bank migrated to Core Banking Solutions to empower our customers with technological evolution in our systems which will effectively change the status of our customers at branches from branch customer to bank customer. “Core Power facility will provide easy and convenient method of funds transfer & clearing services, reducing delays in these areas. This facility is being extended uniformly across all branches of the bank. It is being offered to all customers meeting the eligibility criteria and subject to terms & conditions of the scheme.

It provides value added services to savings/Current Account Holders as follows:

  1. Transfer of funds between the accounts being maintained at different branches of the bank is permitted.
  2. Cash deposits to own account upto a ceiling of ` 20,000/- will be permitted from any of our bank branches.
  3. Encashment of cheques by the account holder at non home CBS branch above `20,000/- will be charged at a rate of `20/- per transaction.
  4. Clearing cheques can be deposited at any of our bank branches falling under the same clearing zone.

Internet banking service

The transaction based internet banking INB service is available in 2 categories in our bank;

  1. Retail Internet banking.
  2. Corporate Internet banking.
  1. Retail Internet Banking:(INB) Under the retail Internet Banking Service, the customer will be able to access the following:
    1. Balance enquiry from the account
    2. Statement of account
    3. Latest balance enquiry
    4. Funds transfer
    5. Demand draft issue
    6. Cheque book issue
    7. New deposit account opening viz., RD/TDR/CA
  2. Corporate Internet Banking: Under Corporate Internet Banking service the under mentioned schemes are available
    1. Advantage (Katha): Single account of the corporate at single branch can be viewed through Internet Banking Service. This is only enquiry based facility and corporate customers cannot put through any transactions.
    2. Advantage + (Katha+): Multiple accounts at multiple branches can be viewed with single log in through Internet Banking Service.This is also enquiry based service.
    3. Privilege (Vyapaar): Single account of the corporate at single branch for transaction based Internet Banking Service is provided under privilege. Single debit and multiple credits (Like salary payments, payments to suppliers etc) can be put through by the Corporate’s Authorised signatory.
    4. Freedom (Vistaar): Transactions can be put through by the corporate’s authorized signatory from multiple accounts maintained at multiple branches.

E- Payment of Excise duty and Service Tax
We have introduced e-payment of service Tax and Excise duty through Internet Banking. Our Corporate Customers can pay Excise Duty and Service Tax through our Internet Banking Portal “onlinesbh.com”

Multi-city cheques (MCC)

  1. A Multi City Cheque is payable at par at all our branches. The payee can present the MCC directly at any of our branches, or in clearing through his banker. This facility is extended to Savings Bank, Current Account and Cash Credit Account holders.

Business Rules

  1. For Non-corporate customers an average minimum balance of ` 10,000/-to be maintained.
  2. For Corporate customers an average minimum balances of` 50,000/- to be maintained.
  3. Cash Credit accounts having minimum fund based limits ofv 50,000/-
  4. Maximum Cap for each MCC leaf will be:
    1. For Noncorporates: ` 2.00 Lacs.
    2. For Corporates: ` 10.00 Lacs.

Fee structure

  1. Cheque book charges – ` 5/- per cheque leaf.

Transaction cost

  1. ` 50/- per Cheque

Cheque return charges

  1. ` 100/- + normal service charges.

GRIEVANCE REDRESSAL MECHANISM »

  1. In case of any difficulty in transacting business, the customers may approach the officer concerned or the Manager of the Division or the Branch Manager, who will ensure smooth conduct of business. However, if this does not happen, customers may demand the complaint book, which is available in all branches and lodge written complaint. A copy of the same shall be returned to the customer with dated acknowledgment and all-out efforts shall be made to resolve the same expeditiously, and in any case within a period of 3 weeks.
  2. He can also drop his complaint in the complaint / suggestion box provided at the branch.
  3. The customer can also approach concerned Regional Manager / Deputy General Manager whose addresses, telephone numbers are prominently displayed in the banking hall and have his grievances resolved.
  4. The customer can also write to the General Manager (HR & GA). (Grievances Cell), Head Office, who is the nodal officer for redressal of the grievances’ for the bank or to the Chief General Manager or Managing Director for an expeditious settlement of the grievance.
    Mailing address for all the above:
    State Bank of Hyderabad
    Head Office Gunfoundry
    Hyderabad – 500 001.
  5. He can also approach the following organizations:
    1. The Banking Ombudsman located in State Capitals’ under RBI Ombudsman Scheme 1995/2002.
      Banking Ombudsman & C.G.M.(RBI)
      Office of the Banking Ombudsman – AP,
      RBI Annexe. Bldg. Secretariat Road,
      Saifabad, Hyderabad.- 500 004.
    2. The District Consumer Forum under Consumer Protection’ Act 1985.
      The Chairman
      Dist. Consumer Forum, 9th Floor,
      Gagan Vihar, Nampally , Hyderabad.
    3. Directorate of Public Grievances, Govt. of India, Cabinet Secretariat. Sansad Marg, New Delhi.
    4. Ministry of Finance, Department of Economic Affairs (Banking Division) Jeevan Deep, Sansad Marg, New Delhi.
    5. Regional Director,
      Reserve Bank of India, Secretariat Road,
      Hyderabad – 500 004.
    6. Governor, Reserve Bank of India, Department of Banking Supervision, Mumbai.
    7. Customer Service Centers at State Capitals, managed by the convenor of the respective State level Banker’s Committee
      Convenor,
      State Level Bankers Committee,
      State Bank of Hyderabad, HYBANK Towers,
      Gunfoundry, Hyderabad – 500 001.
    8. Central Public Information Officer (CPIO) State Bank of Hyderabad
      Head Office Gunfoundry,
      Hyderabad – 500 001.

SCHEMES »

The Bank has several deposit and advances schemes, about which the customer can obtain information by contacting a nearby branch or SBH Helpline {Toll Free No. 1800-4254055}

  1. INTRODUCTION
  2. This is a voluntary Code, which sets standards of fair banking practices to follow when we are dealing with individual customers. It provides valuable guidance to you for your day-to-day operations. The Code applies to:

    1. current, savings and all other deposit accounts
    2. pension, PPF accounts, etc. operated as agents of RBI/Government,
    3. collection’ and remittance services offered by the bank.
    4. loans and overdrafts
    5. foreign exchange services
    6. card products
    7. third party products offered through our network.

    About this Code
    As a voluntary Code, it promotes competition and encourages market forces to achieve higher operating standards for the benefit of customers. In the Code, ‘you’ denotes the customer and ‘we’ the bank, the customer deals with.

    The standards of the Code are covered by the four key commitments found in section 2.

    Unless it says otherwise, all parts of this Code apply to all the products and services listed above, whether they are

    provided by branches across the counter, over the phone, by post, through interactive electronic devices, on the internet or by any other method.

    Commitments outlined in this Code are applicable under normal operating environment. In the event of force majeure, we may not be able to fulfill the commitments under this Code.

    Key words in the Code are defined in the Annexure at the end of the Code.

    This Code comes into effect from 1st July 2004 unless otherwise indicated

  3. ‘KEY COMMITMENTS
  4. Our-key commitments to you
    We promise to:

    1. Act fairly and reasonably in all our dealings with you by:
      • meeting the commitments and standards in this Code, for the products and services we offer, and in the procedures and practices our staff follow.
      • Ensuring that our products and services meet relevant laws and regulations.
      • Our dealings with you will rest on ethical principles of integrity and transparency.
    2. Help you to understand how our financial products and services work by:
      • giving you information about them in plain Hindi and / or English and / or the local language
      • explaining their financial implications and helping you choose the ones that meet your needs.
    3. Deal quickly and sympathetically with things that go wrong by:
      • correcting mistakes quickly
      • handling your complaints quickly
      • telling you how to take your complaint forward if you are still not satisfied and
      • reversing any bank ‘charges that we apply due to our mistake.
    4. publicising this Code, putting it on our website and have copies available for you on request.
  5. INFORMATION
  6. Helping you to choose products and services, which meet your needs.

    Before you become a customer, we will:

    1. give you clear information explaining the key features of the services and products you tell us you are interested in.
    2. give you information on any type of account facility which we offer and which may suit your needs.
    3. tell you what information we need from you to prove your identity and address and to comply with legal and regulatory requirements.
    4. request for additional information about you and your family to build a database but such information can be furnished by you only if you wish and we will not compel you to give this information for opening your account

    We will tell you if we offer products and services in more than one way [for example, through ATMs, internet, over phone, in branches and so on] and tell you how to find out more about them.

    Once you have chosen an account or service, we will tell you how it works.

    When you open a single account or a joint account, we will give you information on your rights and responsibilities.

    We recommend that you avail nomination facility offered on all deposit accounts, articles in safe custody and safe deposit vaults.

    We will guide you about how we will deal with deposits and other assets held with us in the name of a deceased person in the absence of nomination.

  7. INTEREST RATES
  8. you can find out about our interest rates by:

    1. looking at the notices in our branches
    2. calling up our branches or helpline
    3. looking on our website; or
    4. asking our designated staff.

    When you become a customer, we will give you information on the interest rates which apply to your accounts, and when we will pay interest on your deposits or debit interest on your loan accounts. We will also’ tell You our website address, our help line numbers and the other ways in which you can find out about changes in the interest rates.

    We will explain how we apply interest in your account.

    1. Revision in interest rates are applicable only to the renewals and fresh deposits while existing deposits continue to get interest at the contracted rate.

    Changes in interest rates
    When we change the interest rates on our products, we will update the information on our telephone helpline and our website within three working days.

    Interest on savings accounts
    At the time of opening of the account, we will inform you of the rate at which interest is paid on your savings deposits [presently, it is regulated by Reserve Bank of India] how it is calculated and its periodicity.

  9. CHARGES
  10. When you become a customer, we will give you details of any up-front charges applicable to the products chosen by you.

    You can also find out about our charges by:

    1. asking our staff at the branch where you have your account
    2. calling up our helpline or
    3. looking on our website

    If we increase any of these charges or introduce a new charge, it will be notified at least I 5 days before the revised charges are levied / become due.

    We will tell you the charge for any other service or product before we provide that service or product, and at any time you ask.

    We will give you details of any charges we levy for using ATMs.

  11. TERMS AND CONDITIONS
  12. When you become a customer or accept a product for the first time, we will give you the relevant terms and conditions for the service you have asked us to provide.

    All written terms and conditions will be fair and will set out your rights and responsibilities clearly and in plain language. We will only use legal technical language where necessary.

    Changes to Terms and Conditions
    When you become a customer, we will tell you how we will let you know /notify about changes to terms and conditions.

    Normally, changes [other than interest rates] will be made with prospective, effect giving notice of at least I 5 days. If the changes are to your disadvantage, you may, if you desire, close the account at any time up to 30 days from the date of the notice without having to pay any’extra charges or interest for doing this.

    Changes in the interest rates on our products [deposits and advances] from time to time will be notified as per the bank’s policy / practice.

  13. ADVERTISING AND MARKETING
  14. We will make sure that all advertising and promotional material is clear, fair, reasonable and not misleading.

    We will seek your specific consent for giving details of your name and address to any third party including other entities in our group, for marketing purposes, before doing so

    We would like to provide you with the entire range of financial services products, some of which are OUR own products while some others are the products of our group / associate / entities or companies with whom we have tie-up arrangements. We will however tell you about our associate / group entities or companies having business tie-up arrangements with us and if you so desire, direct their staff agents for marketing their products.

  15. ACCOUNT OPERATIONS
  16. Statements
    To help you manage your account and check entries on it, we will give you account statements at regular intervals, unless this is not appropriate for the type of account you have [like an account where you have a passbook].

    We will normally provide you with a statement periodically as per our policy. You can ask us to provide’ you with account statements more often than is normally available on your type of account, but there may be a charge for this service.

    You will also be able to see your last few transactions on ATM or through your internet -account wherever such facilities are available with us.

    We will also send you statement of accounts by e-mail, if you so desire, provided we have such facility with us.

    Clearing Cycle/Collection Services
    We will tell you about the clearing cycle, including when you can withdraw money after lodging collection instruments and when you will start to earn interest.

    We will give immediate credit to your account for outstation cheques lodged by you and will allow you to draw against such instrument[s] under collection as per prevailing RBI guidelines. [presently instruments of value upto ` 20,000/- tendered by customers who are operating their accounts satisfactorily.]

    We will pay interest on funds involved if collection is delayed beyond the normal period as stipulated by RBI

    Cash Transactions
    You should count notes and ensure correctness before leaving the cash counter.

    Avoid writing anything on the face of the notes and cooperate with us by remitting notes in unstapled / unstitched condition as required under RBI’s Clean Note Policy.

    Direct debits and standing instructions
    We will act upon mandates given by you for direct debits [say EC$] and other standing instructions.

    Cheques issued by you
    We will keep original cheques paid from your account, or copies, for such periods as required by law.

    If, within a reasonable period after the entry has been made in your statement, there is a dispute about a cheque paid from your account, we will give you the cheque or a copy as evidence.

    We will tell you how we will deal with unpaid cheques and out-of-date [stale] cheques.

    Accounts operated – Services rendered as agents of Government and RBI [applicable only to branches-authorized to handle the business].

    While opening PPF I Pension Accounts or investing in Relief/RBI Bonds, we will tell you about operational guidelines for such accountsI transactions.

    Foreign exchange services offered through authorized offices
    We will provide you details of the service, exchange rates and charges that apply to foreign exchange transactions, which you are about to make. If this is not possible, we will tell you how these will be worked out.

    If you want to transfer money abroad, we will tell you how to do this and will give you:

    1. a description of the services and how to use them, details of when the money you have sent abroad should get there, and the reasons for possible delays, the exchange rate applied when converting to the foreign currency, and details of any commission or charges which you will have to pay.

    If money is transferred to your bank account from abroad, we will tell you the original amount received and charges, if any. If the sender has paid all charges, we will not deduct charges when we pay the money into your account.

    8. 18 We will guide you about regulatory requirements or conditions relating to foreign exchange services offered by us as and when required by you.

    Protecting your account
    8. I 9 We will tell you what you can do to help protect your accounts. You can find out more about what you can do to help in section I I of this Code.

    8.20 In the event your cheque book, passbook or ATM I Debit Card has been lost or stolen, or that someone else knows your PIN or other security information, we will, on your notifying ­us, take immediate steps to try to prevent these from being misused.

  17. CARDS AND PINs
  18. We will only send you a card if you ask for one or to replace a card you already have.

    If you do not recognise a card transaction that appears on your statement, we will provide you with more details. In some cases, we will need you to give us confirmation or evidence that you have not authorised a transaction.

    9.3 We will give you your PIN [personal identification number] separately from your card. We will not reveal your PIN to anyone else.

    9.4 We will tell you about our systems to allow you to choose or change your PIN. This should make it easier for you to remember the PIN of your choice

  19. PROTECTION
  20. Confidentiality
    We will treat all your personal information as private and confidential [even when you are no longer a customer]. We will not reveal transaction details of your accounts to a third party, including entities in our group, other than in the following four exceptional cases.

    1. If we have to give the information by law
    2. If there is a duty to the public to reveal the information
    3. If our interests require us to give the information (-for example, to prevent fraud) but we will not use this as a reason for giving information about you or your accounts (including your name and address) to anyone else, including other companies in our group, for marketing purposes
    4. If you ask us to reveal the information, or if we have your permission to provide such information to our group I associate I entities or companies when we have tie-up arrangements for providing other financial service products.

    Wherever we have installed CCTV for close surveillance as part or security arrangements, the same will be indicated.

  21. WHAT YOU CAN DO TO PROTECT YOUR ACCOUNTS
  22. This section is all about what you can do to help prevent your accounts being misused.

    Communication Link
    Please make sure you let us know as soon as possible when you change your:

    1. name
    2. address
    3. phone number or
    4. email address

    [if this is being used for our communication with each other].

    Checking your account
    11.2 We recommend that you check your statement or passbook or credit card statement regularly. If there is an entry which seems to be wrong, you should tell us as soon as possible so that we can sort it out.

    11.3 If we need to investigate a transaction on your account you should cooperate with us and the police or any other authority, if we need to involve them.
    Taking care

    The care of your cheques, passbook cards, PINs and other security information is essential, to help prevent fraud and protect your accounts. Please make sure that you follow the advise given below:

    1. Do not keep your cheque book and cards together
    2. Do not keep your cheque leaves signed
    3. Do not allow anyone else to use your card, PIN, password or other security information
    4. If you change your- PIN you should choose your new PIN carefully
    5. Always learn your PIN, password and other security information, and destroy the notice as soon as you receive it
    6. Never write down or record your PIN password or other security information
    7. Always take reasonable steps to keep your card safe in your personal custody and your PIN password and other security information secret at all times
    8. Keep your card receipts safe and dispose of them carefully.
    9. Never give your account details, password or other security information to anyone unless you know who they are and why they need them

    If you send a cheque through the post, clearly write the name of the person you are paying the cheque to. Write such cheques with carbon on the reverse to avoid chemical alterations.

    1. if you are paying a cheque into a bank account, always write on the cheque the name of the account holder (ABC Bank Account XYZ ). You should draw a line through unused space on the cheque so unauthorized person cannot add extra numbers or names.
    2. Precautions while using internet banking facilities

    Visit our internet banking site directly. Avoid accessing the site through a link from another site and verify the domain name displayed to avoid spoof websites.

    Ignore any email asking for your password or PIN.

    We advise you not to use cyber cafes to access our internet banking site.

    We advise you to update your PC with latest anti virus software regularly. A suitable firewall installed in a computer to protect your PC and its contents from outsiders on the internet would be an added security measure.

    What to do if you lose your cheque book, passbook, or card, or if someone else knows your PIN

    It is essential that you tell us as soon as you can if you suspect or discover that:

    1. your cheque book, passbook, card has been lost or stolen or
    2. some one else knows your PIN. password or other security information.

    The best way of telling us about the loss will usually be by phone, using the numbers we have given you, or by email to the address we have given you for this purpose. Alternatively, you may send a written communication to us immediately.

    Cancelling payments
    If you want to cancel a payment or series of payments you have authorised, you should do the following:

    1. To stop payment of a cheque or cancel standing instruction given, you must tell us in writing
    2. To cancel a direct debit, you can either tell the originator of the direct debit or tell us. We recommend you do both.

    It may not be possible to cancel payments if you do not give enough notice of your decision to cancel.

    Liability for Losses
    If you act fraudulently, you will be responsible for all losses on your account. If you act without reasonable care, and this causes losses, you may be responsible for them. [This may apply if you do not follow section 11.4.]

    Unless you have acted fraudulently or without reasonable. care, your liability for the misuse of your card will be limited as indicated by us while issuing the card.

  23. LOANS AND ADVANCES
  24. Before we lend you any money or increase your overdraft, credit card limit or other borrowing, we will assess whether we feel you will be able to repay it.

    If we offer you an overdraft, or an increase in your existing overdraft limit, we will tell you if your overdraft is repayable on demand or otherwise.

    Wherever possible, reasons for rejection of loans will be conveyed to you.

  25. FURTHER ASSISTANCE
  26. Complaints I Grievances and Feedback I Suggestions Internal procedures

    If you want to make a complaint we will tell you how to do this and what to do if you are not happy about the outcome. Our staff will help you with any questions you have.

    Within 2 days of receiving your complaint we will send you a written acknowledgment.

    After examining the matter we will send you our final or other response within 30days and will tell you how to take your complaint further if you are still not satisfied.

    Banking Ombudsman Service and other avenues for redressal
    Within 30 days of lodging a complaint with us, if you donot get a satisfactory response from us and you wish to pursue other avenues for redressal of grievances you may approach Banking Ombudsman appointed by Reserve Bank of India under Banking Ombudsman Scheme 2006. Details of Banking Ombudsman are displayed on the branch notice boards. Our staff would explain the procedure in this regard.

    Feedback and Suggestions
    Please provide feedback on our services. Your suggestions will help us to improve our services.

  27. MONITORING
  28. I We have’ a ‘Nodal Officer’ to ensure compliance of the Code. Our internal auditing procedures make sure we meet the Code.

    Standing Committee to Monitor the Code

    A Standing Committee consisting of a panel of three reputed persons with banking background will monitor “Bankers’ Fair Practice Code”. The Standing Committee will operate from the office of Indian Banks’ Association.

  29. MORE INFORMATION ABOUT THE CODE
  30. If you have any enquiries about this Code, you may contact
    DEPUTY GENERAL MANAGER,
    (Compliance),
    STATE BANK OF HYDERABAD.
    Head Office, Gunfoundry,
    Hyderabad – 500 00 I .
    E-Mail: sbhcompliance@sbhyd.co.in

    We will have notices in all our branches and on websites explaining that copies of the code are available and how you can get one and we will make copy available to you on request.

    You can get a copy of this Code from the websites of Indian Banks Association {www.iba.org.in)’ and State Bank 0f Hyderabad

ANNEXURE »

These definitions explain the meaning of words and’terms used in the Code. They are not precise legal or technical definitions.

ATM
An Automated Teller Machine [ATM] or freestanding machine, which a customer can use their card to get cash, information and other services.’

Card
A general term for any plastic card which a customer may use to pay for goods and services or to withdraw cash. In this Code, it includes debit, credit, or ATM cards.

Customer
A person who has an account, (including a joint account with another person or an account held as an executor or trustee, but not including the accounts of sole Traders, partnerships, companies, clubs and societies) or who receives other services from a financial institution.

Originator
A company [either a retail or service organization] which collects payments from a customer’s account in line with the customer’s instructions.

Other security information
A selection “of personal facts and information [in an order which only the customer knows] which is used for identification when using accounts.­

Out-of-date [stale] cheque
A cheque, which has not been paid because the date written on the cheque is too old (normally older than six months).

Password
A word or an access code which the customer has chosen, to allow them to use a phone or internet banking service. It is also used for identification.

PIN [personal identification number]
A confidential number, which allows customers to buy things, withdraw cash and use other electronic services offered by the bank. ­

Security
A word used to describe valuable items such as title deeds to houses. share certificates, life policies and so on, which represents assets used as support for a loan or other liability.

Unpaid Cheque
A cheque issued by a customer presented in the Bank for payment whre it is drawn on and returned ( bounced ) unpaid is called unpaid cheque