Rbi Circular

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  • Topic: Cheque, Bank, Deposit account
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  • Published : December 16, 2012
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भारतीय रज़व बक
_________RESERVE BANK OF INDIA_________
www.rbi.org.in
RBI/2012-13/50
DBOD No.Leg.BC. 21 /09.07.006/2012-13 July 2, 2012
Ashadha 11, 1934
All Scheduled Commercial Banks
(Excluding RRBs)
Dear Sir,
Master Circular on Customer Service in Banks
Please refer to the Master Circular DBOD.No.Leg.BC. 18/09.07.006/2011-12 dated July 01, 2011 consolidating many of the important instructions issued by us in the area of customer service up to June 30, 2011. The Master Circular has been suitably updated by incorporating the instructions issued up to June 30, 2012 and has also been placed on the RBI website (http://www.rbi.org.in). A copy of the Master Circular is enclosed. 2. It may be noted that the Master Circular consolidates and updates all the instructions contained in the circulars listed in the Appendix to the Master Circular.

3. Banks are also advised to ensure that copies of the circular are available in all their branches so that the customers can peruse the same. Yours faithfully,
(Rajesh Verma)
Chief General Manager
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DBOD-Master Circular on Customer Service 2012
Master Circular on Customer Service
Table of Contents
Para
No.
Particulars Page
No.
1. Introduction 1
1.1 General - Policy for general management of the branches 2 2. Customer Service: Institutional Framework 3
2.1 Customer Service Committee of the Board 4
2.1.1 Role of the Customer Service Committee 4
2.1.2 Monitoring the implementation of awards under the
Banking Ombudsman Scheme
4
2.1.3 Board Meeting to Review and Deliberate on
Customer Service
5
2.2 Standing Committee on Customer Service 5
2.3 Branch Level Customer Service Committees 6
2.4 Nodal department/ official for customer service 7
3. Board approved policies on Customer Service 7
3.1 Comprehensive Deposit Policy 7
3.2 Cheque Collection Policy 7
3.3 Customer Compensation Policy 8
3.4 Customer Grievance Redressal Policy 8
3.5 Giving publicity to the policies 8
4. Financial Inclusion 9
4.1 Basic banking 'no-frills' account 9
4.2 IT-enabled Financial Inclusion 9
4.3 Printed material in Trilingual form 10
5. Opening / Operation of Deposit Accounts 10
5.1. Customer Identification Procedure for individual accounts 10 - II -
DBOD-Master Circular on Customer Service 2012
5.1.1 Intra-bank Deposit Account Portability 10
5.2. Savings Bank Rules 10
5.3 Photographs of Depositors 10
5.4 Minimum balance in savings bank accounts 12
5.5 Purchase of Local Cheques, Drafts, etc. during
suspension of Clearing
12
5.6 Statement of accounts / Pass Books 12
5.6.1 Issuance of Passbooks to Savings Bank Account
holders (Individuals)
12
5.6.2 Updating passbooks 13
5.6.3 Entries in passbooks / statement of accounts 14
5.6.4 Maintenance of savings bank pass books:
precautions
14
5.6.5 Providing monthly statement of accounts 14
5.6.6 Address / Telephone Number of the Branch in Pass
Books / Statement of Accounts
15
5.6.7 Printing of MICR code and IFSC code on
passbook / statement of account
15
5.7 Issue of Cheque Books 15
5.7.1 Issuing large number of cheque books 15
5.7.2 Writing the cheques in any language 16
5.7.3 Dispatching the cheque book by courier 16
5.7.4 Acceptance of cheques bearing a date as per
National Calendar (Saka Samvat) for payment
16
5.8 Term Deposit Account 16
5.8.1 Issue of term deposit receipt 16
5.8.2 Transferability of deposit receipts 16
5.8.3 Disposal of deposits 17
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DBOD-Master Circular on Customer Service 2012
5. 8.4 Notifying the change in interest rates 17
5.8.5 Payment of interest on fixed deposit –
Method of calculation of interest
17
5.8.6 Premature withdrawal of term deposit 17
5.8.6.1 Repayment of Term/Fixed Deposits in banks 18
5.8.7 Renewal of Overdue deposits 19
5.8.8 Addition or deletion of the name/s of joint account
holders
19
5.8.9 Payment of interest on accounts frozen by banks 19
5.9 Acceptance of cash over the counter 20
5.10 Opening accounts in the name of minors with...
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