Code of Bank’s Commitment to Customers January 2018

1 Code of Bank s Commitment to CustomersJanuary 2018 BANKING CODES AND STANDARDS BOARD OF is a Code of Customer Rights,which sets minimum standards of bankingpractices, we will follow as a member of BCSBI,while dealing with individual provides protection to Customers andexplains how a member bank is required to deal withcustomers in its day-to-day OF CONTENTS1 INTRODUCTION .. of the Code .. of Code ..22 KEY COMMITMENTS .. key commitments to you .. to fair treatment .. to Transparency, Fair and Honest Dealing .. to Suitability .. to Privacy .. to Grievance Redressal and Compensation ..53 INFORMATION TRANSPARENCY .. information .. Do Not Call service .. rates .. in interest rates.

2 Schedule .. and charges .. in fees & charges .. and conditions .. to terms and conditions ..94 ADvERTISINg, MARKETINg AND SALES ..105 PRIvACY AND CONFIDENTIALITY .. Information Companies ..126 COMPLAINTS, gRIEvANCES AND FEEDBACK .. Procedures .. Ombudsman Scheme .. Meetings .. Level Customer Service Committee Meetings ..147 COLLECTION OF DUES .. of Dues and Security Repossession Policy ..168 PRODUCTS AND SERvICES .. accounts .. opening and operation of deposit accounts .. your account .. accounts .. balance .. / statements .. of deposit accounts and addition of value added services .. of deposit accounts .. of minors .. / Dormant accounts .. your account.

3 Cycle / collection services .. transactions .. debits and standing instructions .. payment facility ..24iiCode of Bank s Commitment to Customers January 2018 / debit instructions issued by you .. deposits .. against term deposits .. of claims of deceased account holders .. with survivor/nominee clause .. without the survivor/nominee clause .. limit for settlement of claims .. termination of term deposit accounts .. of flows in the name of the deceased depositor .. accounts .. deposit lockers .. exchange services .. within India .. information .. for loans and their processing .. Registry of Securitisation, Asset Reconstruction and Security Interest of India (CERSAI).

4 Of dues .. of loans /card dues .. & Digital Banking .. and Mobile Banking .. and Passwords .. practices/precautions to protect PIN/Password .. and Credit Cards .. loss, theft or disputed transactions .. Liability in respect of unauthorized electronic banking transactions .. timeline for Zero Liability/Limited liability .. Card .. Card statements .. Party Products .. Counselling Facility .. records ..519 BRANCh CLOSURE / ShIFTINg ..5110 FINANCIAL INCLUSION ..5111 SENIOR CITIzENS AND DIFFERENTLY ABLED PERSONS ..5412 PROTECTINg YOUR ACCOUNTS .. and reliable banking and payment systems .. us up to date .. your account .. care .. payments .. for losses.

5 57 Annex - glossary .. 58 Comprehensive Notice Board (format) Annexure 1 .. 631 INTRODUCTIONThis is a Code of Customer Rights, which sets minimum standards of banking practices we will follow as a member of BCSBI while dealing with individual Customers . It provides protection to Customers and explains how a member bank is required to deal with Customers in its day-to-day operations. The Code does not replace or supersede regulatory or supervisory instructions of the Reserve Bank of India (RBI) and we will comply with such instructions / directions issued by RBI from time to time. The Code may have set higher standards than those prescribed in the regulatory instructions and such higher standards will prevail as the Code represents the best practices voluntarily agreed to by us as our Commitment to you.

6 We will endeavor to adopt higher standards of banking practices to extend better customer service and achieve higher levels of customer satisfaction. In the Code, you denotes the customer and we / us , the bank, the customer deals with. Branch includes Banking Outlet / Part-time Banking Objectives of the CodeThe Code has been developed to:a. promote good and fair banking practices by setting minimum standards in our dealings with you; b. increase transparency so that you can have a better understanding of what you can reasonably expect from us; c. encourage market forces, through competition, to achieve higher operating standards; d.

7 Promote a fair and cordial relationship between you and your bank; e. foster confidence in the banking system;f. promote safe and fair customer dealing in case of banking in a digitized environment;g. increase awareness of Customers and to enhance customer standards of the Code are covered by the Key Commitments in Chapter of Bank s Commitment to Customers January 2018 Application of the CodeThis Code applies to all the products and services listed below, whether they are provided by our branch or agents acting on our behalf, whether across the counter, over the phone, by post, through interactive electronic devices, on the internet or by any other method.

8 However, all products discussed here may or may not be offered by Current accounts, savings accounts, term deposits, recurring deposits, PPF accounts and all other deposit accounts; b. Payment services such as pension, payment orders, remittances by way of demand drafts, wire transfers and all electronic transactions RTgS, NEFT, IMPS, UPI;c. Banking services related to Government transactions;d. Demat accounts, Equity, government bonds; e. Indian currency notes / coins exchange facility; f. Collection of cheques, safe custody services, safe deposit locker facility; g. Loans, overdrafts and guarantees; h. Foreign exchange services including money changing; i.

9 Third party insurance and investment products marketed through our branch and / or our authorised representatives or agents; j. Card products including credit cards, debits cards, ATM cards, smart cards and POS services (including credit cards offered by our subsidiaries / companies promoted by us);k. Digital Products such as e-wallet, Mobile Banking, internet banking, UPI, BhIM, Aadhaar meanings of key words appearing in bold black have been given in the Glossary. 2. KEY Our Key Commitments to Right to Fair Treatment Act fairly and reasonably in all our dealings with you by:3a. Providing minimum banking facilities of receipt and payment of cash / cheques, remittances, exchange of soiled notes, etc.

10 At the bank s counter and also providing cashless transactions through alternate delivery Meeting the commitments and standards set in this Code, for the products and services we offer, and in the procedures and practices we follow. c. Making sure our products and services meet relevant laws and regulations in letter and spirit and are appropriate to your needs and in line with the banking scenario, including digital Ensuring that our dealings with you rest on ethical principles of integrity and transparency. e. Offering digital banking and payment systems in a secure, convenient and robust technological Not discriminating against you on the basis of age, race, gender, marital status, religion.