COMMON PRACTICES FOLLOWED BY OUR BRANCHES

Transcription

1 CITIZEN'S CHARTER February 1, 2016 The ability f the banking industry t achieve its sci-ecnmic bjectives and in the prcess bringing mre and mre custmers int its fld will ultimately depend n the satisfactin f the custmers. We have a strng belief that a satisfied custmer is the fremst factr in develping ur business. A need was felt by us at DBS Bank (India) Ltd. that in rder t becme mre custmer friendly the Bank shuld cme ut with charter f its services fr the custmers. This dcument highlights DBS Bank s cmmitments twards custmer satisfactin, thus ensuring accuntability and respnsibility amngst ur fficials and staff. This charter fr custmers nt nly explains ur cmmitment and respnsibilities alng with the redressal methds but als specifies the bligatins n the part f custmers fr healthy practices in custmer-banker relatinships. The charter has been prepared t prmte fair banking practices and t give infrmatin in respect f varius activities relating t custmer service. We wish t acknwledge the encuragement and guidance prvided by the Reserve Bank f India and the Indian Banks Assciatin t help us bring ut this charter. We maintain cnstant cnsultatins with ur custmers and seek their feedback t evaluate, imprve and widen the range f services prvided by us. All ur custmers are requested t share their experiences abut the varius services rendered by the Bank and feel free t cmment n this charter. NOTE Infrmatin given in this dcument is as f February 2016 and is subject t change/ revisin. This dcument shuld nt be cnsidered as a legal dcument creating rights and bligatins. It is fr prmting better understanding between Custmer and Banker. Only key infrmatin n varius services/ facilities is given in this dcument. Each service has its wn detailed terms and cnditins, which can be made available n request. Fr further details/ infrmatin, please visit the DBS Bank website r Fr any queries, please call ur 24 Hrs Custmer Helpline (Lcal Helpline: / r Internatinal Helpline: ) and we will be glad t assist yu. COMMON PRACTICES FOLLOWED BY OUR BRANCHES 1. Display business hurs 2. Render prfessinal services 3. Make the branch addresses and numbers knwn t custmers. 4. Attend t all custmers requests/ queries. 5. Display interest rates fr varius depsit schemes frm time t time 6. Prvide details f varius depsit schemes/ services f the Bank 7. Issue Demand Drafts, Pay Orders, etc. 8. Prvide facility fr lgging cmplaint/ suggestin in the branch premises 9. Exchange f ntes and cins. 10. Ntify change in interest rates n advances. 11. Display turn arund times fr varius banking transactins. 12. Pay cmpensatin fr delay in realisatin f the Cheque depsited by the Custmer, as per DBS s plicy/prcedures n cllectin f cheques/ instruments. 13. ATM transactins alert sms sent fr success 14. Net Banking transactin success.

2 FAIR BANKING PRACTICES Custmers are requested t 1. Ensure cnfidentiality and safe custdy f Fixed Depsit Advice, accunt statements, cheque bk, debit card, internet banking enablers, and all PINs and Passwrds. 2. Issue crssed/ accunt payee cheques as far as pssible. 3. Check the details f the cheque, viz., date, amunt in wrds and figures, crssing etc. befre issuing it. As far as pssible, issue cheques after runding ff the amunt t the nearest rupee. 4. Nt t issue cheque withut adequate balance, maintain minimum balance as specified by the Bank. 5. Issue fresh instruments in case f any cancellatin f details n the cheque 6. Send cheques and ther financial instruments by Registered Pst r reliable curier. 7. Use nminatin facility. 8. Prvide accurate infrmatin abut name, address, telephne number, etc. and als infrm changes, if any, t the Bank immediately. 9. Infrm lss f demand draft, fixed depsit advice, cheque leave(s)/ bk, debit card immediately t the Bank. 10. Avail standing instructins facility fr repeat transactins. 11. Prvide feedback n ur services and incase f any deficiency in the services kindly bring that t the ntice f the bank. 12. Pay interest, installments and ther dues n time. 13. Nt t sign blank cheque(s) and als d nt recrd yur specimen signature either n passbk r n cheque bk. 14. DBS Bank will never send yu s asking fr cnfidential details f yur accunt / ATM PIN / Internet Banking ID r Passwrd r persnal parameters such as date f birth, mther's maiden name etc. Beware f anyne asking yu fr such inf n behalf f the bank thrugh s r phne calls. DBS Bank is nt respnsible fr any errneus r wrng transactins made by yu. DBS Bank shall als nt be respnsible fr misuse f yur accunt arising frm any wrng, inadvertent r ther kind f disclsure f such details by yu. 15. Please change yur ATM PIN r Internet Banking passwrd immediately if yu have divulged this t anyne in the past. COMMON AREAS OF CUSTOMER-BANKER RELATIONSHIP 1. Savings Bank Accunt These accunts are designed t help the individuals (persnal / individual custmers) t inculcate habit f saving mney t meet their future requirement f mney. The amunts can be depsited/ withdrawn frm these accunts by way f cheques. It helps the custmers t keep minimum cash at hme besides earning interest. Savings Bank accunts can be pened by eligible persn(s) and certain rganizatin(s)/ agencies as per the Reserve Bank f India (RBI) guidelines issued frm time t time. As required by law, while pening this accunt we will satisfy urselves abut the identity, including verificatin f address, f a persn(s) seeking t pen an accunt (Dcuments nrmally accepted are the current gas/telephne/electricity bill r ratin card r vter's identity card r driving license r passprt, etc.), t assist in prtecting the prspective custmer(s), members f the public and urselves against fraud and ther misuses f the banking system. The Bank requires ne recent phtgraph and the Permanent Accunt Number (PAN) r alternatively btain declaratin in Frm N. 60 r 61 as per the Incme Tax Act (vide Sectin 139 A) frm the persn(s) pening the accunt. The accunt hlder is required t maintain certain minimum balance in the accunt, as specified by the Bank frm time t time, Nn-cmpliance f this wuld attract service charges. Interest will be paid by DBS Bank n quarterly basis. Savings accunt interest will be calculated n daily prduct basis r as required by the regulatr r as a result f banks wn decisin, prvided it wrks ut t a minimum f Re. 1. Cheques and dividend warrants drawn in the name f accunt hlder(s) will nly be cllected thrugh this accunt. Financial Instruments endrsed in favur f the accunt hlder(s) will nt be cllected thrugh savings bank accunt. Accunt hlders must nt use these Savings Bank accunts fr business transactins.

3 2. Current Accunt Current Accunts can be pened by individuals, partnership firms, private and public limited cmpanies, HUFs/ specified assciates, scieties, trusts etc. As required by law, while pening this accunt we will satisfy urselves abut the identity, including verificatin f address, f a persn(s) seeking t pen an accunt, t assist in prtecting the prspective custmer(s), members f the public and urselves against fraud and ther misuses f the banking system. The Bank requires a satisfactry intrductin f the persn(s) pening the accunt by the way f relevant dcuments required fr identificatin f the persn(s) pening the accunt. The necessary dcuments will be infrmed at the time f pening the accunt. The Bank will als require ne recent phtgraph and the Permanent Accunt Number (PAN) r alternatively btain declaratin in Frm N. 60 r 61 as per the Incme Tax Act (vide Sectin 139 A) frm the persn(s) pening the accunt (i.e. including partners f Registered/ Unregistered partnership as als Registered/ Incrprated bdies/ cmpanies). The Bank will prvide t prspective custmers, the details f the dcuments required fr identificatin f the entity and the persn/s pening the accunt. Minimum balance as stipulated frm time t time will be required t be maintained, the nn- maintenance f which will attract charges N interest is paid n credit balances kept in current accunt. DBS Service charges are levied fr: Cheque bks issued Nn-maintenance f minimum balance Return f cheques, etc., All ther charges as listed in the bank's Schedule f Charges. 3. Term Depsit Accunts Bank has tailred varius depsit schemes t suit the needs and expectatins f investing peple in every walk f life. Bank staff shall welcme yu t seek mre details and shall als be glad t assist in the area f investment in varius depsit schemes vis-à-vis yur requirement. Term Depsit accunts can be pened by individuals, partnership firms, private and public limited cmpanies, HUFs/ specified assciates, etc. As required by law, while pening this accunt we will satisfy urselves abut the identity, including verificatin f address, f a persn(s)/ entity seeking t pen an accunt, t assist in prtecting the prspective custmer(s), members f the public and urselves against fraud and ther misuses f the banking system. The Bank requires relevant dcuments fr identificatin f the persn(s) pening the accunt. The necessary dcuments will be infrmed at the time f pening the accunt. Further, the Bank requires ne recent phtgraph f signatries and the Permanent Accunt Number (PAN) r alternatively btain declaratin in Frm N. 60 r 61 as per the Incme Tax Act (vide Sectin 139 A) frm the persn(s)/entity pening the accunt. Premature withdrawals are allwed, unless specified therwise, at the rate f interest applicable fr the perid fr which the depsit has run subject t penalty, if any prescribed by the Bank. N interest will be paid n premature withdrawals f depsit, which has remained with the Bank fr less than 7days. Interest n depsits is payable either mnthly at discunted value r quarterly r cmpunded quarterly (i.e., reinvestment f interest) r n the date f maturity at the ptin f the depsitr as applicable under particular depsit scheme In the absence f maturity instructins n Term Depsits, in the case f Individual / HUF/Trust/ Sciety, DBS Bank may intimate the depsitr in advance regarding date f maturity. Als, in the absence f maturity instructins n Term Depsits, the Bank shall renew yur depsit, unless we hear frm yu t the cntrary, fr the same perid as the riginal depsit, at the prevailing rate f interest. Fr Others, the Bank shall credit yur Current Accunt with the maturity prceeds. In the event where yu d nt hld a Current Accunt with us, we wuld hld the maturity prceeds with us till further instructins frm yu and further n interest shall be paid n such maturity prceeds. Interest n bank depsits is exempt frm incme tax upt a limit specified by Incme Tax authrities frm time t time. Presently, if the ttal interest n depsits, per depsitr, per branch, per financial year exceeds 10,000, the same is subject t Tax Deductin at Surce (TDS) at the rates stipulated by the Incme Tax Authrities. The depsitr may furnish declaratin in Frm N. 15G/H, preferably at the cmmencement f the Financial Year, fr receiving interest n depsits withut deductin f tax.

4 The Bank will issue cnslidated TDS Certificate n a quarterly basis fr the tax deducted as per the existing Incme Tax Regulatins. The Bank pays interest n depsits as per varius depsit schemes. Interest rates are revised frm time t time and made knwn t public. Revised interest rates are applicable nly t the renewals and fresh depsits while existing depsit cntinue t get interest at the cntracted rate. 4. N frills accunt The Bank als ffers N Frills Accunt as per the guidelines laid dwn by the Reserve Bank f India frm time t time. All branches ffer this accunt t general public, with a view t achieve the bjective f financial inclusin. Hwever, the sum f credit transactins in a financial year shuld nt exceed 1,00,000 in such N Frills Accunts. 5. Minr accunts An accunt in the name f the minr can be pened and perated by the natural guardian as specified during accunt pening. Hwever n minr attaining majrity the guardian alng with minr wh attained majrity t visit the nearest branch and prvide the necessary ID dcuments and address prf alng with latest phtgraph and specimen signature fr cnversin f Minr accunt. Custmers t nte that nn-adherence f the abve may lead t bank acting at its discretin n treatment f such minr accunts. 6. Accunt f illiterate / blind persn The Bank may pen depsit accunts ther than Current Accunts f illiterate persn. The accunt f such persn may be pened prvided he/she calls n the Bank persnally alng with a witness wh is knwn t bth the depsitr and the Bank. Nrmally, n cheque bk facility is prvided fr such Savings Bank Accunts. At the time f withdrawal/ repayment f depsit amunt and/r interest, the accunt hlder shuld affix his / her thumb impressin r mark in the presence f the authrized fficer wh shuld verify the identity f the persn. The Bank fficial shall explain the terms and cnditins gverning the accunt t the illiterate / blind persn 7. Payment f Balance in Accunts f Deceased Custmers t Survivrs/Claimants As directed by the RBI, the bank has adpted prcedures t ensure that settlement f claims in respect f deceased depsitrs is as simplified as pssible. The bank des nt insist n successin certificate frm legal heirs irrespective f amunt invlved. Hwever, the bank adpts such safeguards in cnsidering settling f claims as apprpriate including accepting an indemnity bnd. If the depsitr has registered nminatin with the Bank, the balance utstanding in the accunt f the deceased depsitr will be transferred t the accunt f / paid t the nminee after bank is satisfying abut the identity f the nminee, etc The abve prcedure will be fllwed even in respect f a jint accunt where nminatin is registered with the Bank In a jint depsit accunt, when ne f the jint accunt hlders dies, the Bank is required t make payment jintly t the legal heirs f the deceased persn and the surviving depsitr(s). Hwever, if the jint accunt hlders had given mandate fr dispsal f the balance in the accunt in the frms such as "either r survivr, frmer / latter r survivr, anyne f survivrs r survivr; etc., the payment will be made as per the mandate t avid delays in furnishing f legal papers by the heirs f the deceased In the absence f nminatin and when the bank has n reasnable dubts r there are n disputes amng the claimants, the Bank will pay the amunt utstanding in the accunt f deceased persn against jint applicatin and indemnity by all legal heirs r the persn mandated by the legal heirs t receive the payment n their behalf withut insisting n legal dcuments up t the limit apprved by the Bank's bard frm time t time. This is t ensure that the depsitrs are nt put t hardship n accunt f delays in cmpleting legal frmalities. OTHER SERVICES 1. Standing Instructins Standing instructins can be given t the Bank fr transfer/ remittance f funds frm ne accunt t ther accunt(s) maintained in the same branch, any ther branch f the Bank.

5 2. Nminatin Nminatin facility is available fr all depsit accunts, Nminatin is available fr accunts pened in individual capacity (i.e. single/jint accunts as well as accunts f a sle prprietary cncern) nly, i.e. nt fr accunts pened in representative capacity. Nminatin can be dne in favur f ne persn nly. Nminatin can be made, cancelled r varied by the accunt hlder anytime during his/ her lifetime. Nminatin can be mdified by the cnsent f accunt hlder. Thumb impressin must be attested by tw witnesses. N witnesses are required in case f signatures. Nminatin can be made in favur f a minr als. Fr the existing accunts where nminatin is nt made, the accunt hlder(s) can d s by filling up frm (DA1) available with the branches. Custmers (new as well as existing) are advised t avail nminatin facility, if they have nt availed s far. 3. Remittance Service Custmers may remit funds frm ne centre t anther centre by Demand Draft r Electrnic Funds Transfer (perated thrugh RBI) within applicable limits, based n availability at varius lcatins and by paying specified charges as per the Bank's rules. 4. Demand Draft Demand drafts fr (rupee sign) 50,000 and abve will be issued by the banks nly by debit t the custmer's accunt r against cheques r ther instruments tendered by the purchaser and nt against cash payment. Similarly, such payments fr (rupee sign) 20,000 and abve will be made thrugh banking channels and nt in cash. Issue f Duplicate Demand Draft withut Receipt f Nn-Payment Advice: As directed by the RBI, the bank will issue duplicate demand draft upt withut btaining Nn-Payment Advice frm the drawee branch. Time Frame fr Issue f Duplicate Draft: 5,000 n the basis f adequate indemnity and As directed by the RBI, the bank will issue duplicate demand draft t the custmer within a frtnight frm the receipt f request. 5. Cash Order (i.e. Pay Order, Banker's Cheque) Cash Order is issued fr making payment lcally. Issue/ payment f cash rder fr (rupee sign) and abve are t be made nly thrugh the bank accunt. With effect frm 1st April 2012 validity f Cheque/Pay Order /Demand Draft will be 3 (three) mnths as per RBI circular n. DBOD.AML BC.N.47/ / dated 4th Nvember Banks shall nt make payment f Cheques/Pay Order/Demand Draft if they are presented beynd the perid f three mnths frm the date f such instrument. This can be revalidated by the issuing branch n written request f the purchaser. 6. Cllectin Service DBS Bank has a Cheque cllectin prcedures in line with the directins prvided by Reserve bank f India that prvides details as regards the cllectin services ffered by the Bank. 7. Exchange f Siled/ Slightly Mutilated Currency Ntes All the branches f the Bank will exchange freely, siled / slightly mutilated currency ntes and certain ther types f mutilated currency ntes f all denminatins. The Bank fllws RBI guidelines in this respect. RBI has permitted the banks t exchange mutilated currency ntes which are genuine and where mutilatins are such as nt t cause suspicin r fraud. Kindly refer t the fllwing link n the RBI website fr ther details n the currency and exchange f siled and mutilated ntes

6 8. Interest n Depsits The Bank pays interest n depsits as per varius depsit schemes (please cntact ur branch fr details r yu may visit ur website Interest rates are revised frm time t time and made knwn t public. Revised interest rates are applicable nly t the renewals and fresh depsits while existing depsit cntinue t get interest at the cntracted rate. 9. Service Charges The Bank prvides varius services t custmers fr which service charges are levied. The charges are reviewed / revised frm time t time. Service charges are levied fr cllectin and remittance f funds, issue f guarantees, issue f duplicate instruments/statements, etc. Details f service charges will be made available n request. We will prvide advance infrmatin t the custmers abut any prpsed changes in the service charges. Tariff related t Banking transactins and Wealth management is available n ur website Freign Exchange Business The Bank ffers a wide range f Freign Exchange Prducts and Services t all custmers, thrugh its branches. All Freign Exchange transactins are cnducted subject t Rules and Regulatins under the Freign Exchange Management Act, 1999 (FEMA). Fr mre infrmatin, please cntact the branch r visit ur website 11. Insurance Prducts DBS Bank India distributes an array f Life and Nn-Life Insurance slutins ffered by Aviva Life Insurance Cmpany Ltd. and Ryal Sundaram General Insurance Cmpany Ltd. DBS Bank is a licensed Crprate Agent f Aviva Life Insurance Cmpany Ltd. and Ryal Sundaram General Insurance Cmpany Ltd. Prir t selecting the insurance cmpanies whse prducts are prpsed t be distributed by the bank t its custmers, a detailed due diligence f the insurance cmpany is undertaken by the Bank. DBS Bank des nt manufacture any f these prducts but as mentined abve acts purely as a distributr f the prducts ffered by the insurance cmpany. The ffers represented by the insurer may be withdrawn/ mdified at their sle discretin. 12. Cmplaint Register is available with the Branch Operatins & Service Head. REDRESSAL OF COMPLAINTS DBS Bank aims t prvide yu with the best in Custmer Service. Hwever, if yu have a grievance r wish t register a cmplaint, yu may reach us at any f the fllwing access channels: 1) us at: [email protected] 2) Call us at: / (frm India ) r (frm verseas) 3) Lgin t 4) Write t us at the fllwing address: DBS Bank Limited 3rd Flr, Frt Huse, 221, Dr. D. N. Rad, Frt The relevant cntact numbers, addresses and ids fr this purpse are prvided n ur website stated abve. Grievance Redressal System: Please write a letter t the Manager f the Branch / Divisin explaining the details f the issues cncerned. Yu will receive a respnse within a perid f 14 wrking days f the Branch Manager receiving the letter.

7 If yu are still nt satisfied with the reslutin yu receive, please write t: Ms Kaunain Esmile Ndal Officer DBS Bank Ltd, 221, Dr D.N. Rad Frt Huse, Frt Direct If yu d nt hear frm the Branch Manager r Ndal Officer within 14 wrking days, r if yu are nt satisfied with the respnse, please write t : Mr. Vijit Yadav Head - Technlgy and Operatins DBS Bank Ltd, 221, Dr D.N. Rad Frt Huse, Frt Direct [email protected] Yu will receive a respnse within a perid f 14 wrking days f Mr.Yadav receiving the letter. If yu d nt hear frm Mr. Vijit Yadav within 14 wrking days, r if yu are nt satisfied with the respnse, please write t : Mr. Surjit Shme Chief Executive Officer & General Manager, India, DBS Bank Ltd, 221 Dr D.N. Rad, Frt Huse, Frt Direct [email protected] Yu will receive a respnse within a perid f 14 wrking days f Mr. Shme receiving the letter If yu d nt hear frm Mr. Shme within 14 wrking days, r if yu are nt satisfied with the respnse, please write t the Banking Ombudsman, a statutry bdy appinted by the Reserve Bank f India t lk int the prvisin f satisfactry service by banks. Brief details f the scheme are as fllws: The Reserve Bank f India has appinted an Ombudsman, wh can be apprached fr redressing custmer grievances if they have nt already been redressed by DBS. The fllwing cnditins will apply befre the Ombudsman can be apprached: The cmplainant, befre making a cmplaint t the Ombudsman, had made a written representatin t DBS, and the Bank had either rejected the cmplaint, r the cmplainant had nt received a reply within a perid f ne mnth after the cmplaint was received by the Bank, r the cmplainant was nt satisfied with the reply given by the Bank. The cmplaint is made nt later than ne year after the cmplainant has received DBS' reply t his/her representatin r, where n reply is received, nt later than ne year and ne mnth after the date f the representatin t DBS. The cmplaint has nt been settled by the Ombudsman in any previus prceedings. The cmplaint is nt the subject matter f prceedings befre any curt, tribunal, arbitratr r any ther frum. The cmplaint is nt frivlus r vexatius in nature. The cmplaint is made befre the expiry f the perid f limitatin prescribed under the Indian Limitatin Act, 1963 fr such claims. A cpy f the Banking Ombudsman Scheme alng with the addresses f its centers in the varius cities can be prcured frm the Branch Managers. If yu are nt satisfied with ur grievance redressal, yu may cntact the Banking Ombudsman. Versin: Cit Chart/004/JAN 16