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CITIZENS' CHARTER
PREFACE
The Banking Sector has undergone rapid changes in the last decade with increasing globalisation, intense competition, advanced technology and influx of new products and services. These changes have placed the customer in the driver's seat and all the efforts of Banks are now directed towards total customer satisfaction. In the present-day market place, it is the customer-oriented approach which is critically pertinent to accelerate the business growth and achieve success. Needless to emphasize, the future belongs to those who listen to their customers, who adopt and follow a dynamic approach in responding to their changing needs.
In the competitive banking scenario, we have to successfully maintain our premier status by being globally competitive, technology-savvy and customer driven. In this endeavour, as a winning team known for service excellence, all our efforts should be directed towards customer empowerment. In this direction, Customer education is a key aspect that needs prime attention. For the purpose, the Bank has come out with a Citizens' Charter as an informative document to all our customers.
The Citizens' Charter contains the highlights of our Bank's commitment to total customer satisfaction. The Charter also highlights the redressal machinery existing in the Bank as well as the obligations on the part of customers for healthy practices in customer-banker relationships. The document is only an informative paper that aims to make our customers aware of the processes involved in various matters relating to customer service and does not intend to create any rights and obligations
The Bank is in continuous contact with its customers through regular customer meets and interactions with a view to improve its service levels at all its branches. This is yet another effort in the direction of improving customer service by the Bank. Customers can send their feed back, if any, on the contents of this Citizens' Charter to the Bank. We earnestly hope that all our customers find this booklet informative and interesting.
| v | CITIZENS' CHARTER - The Corporate Mission of the Bank |
| v | Better quality in every service. |
| v | Tell people what kind of service they can expect. |
| v | Make sure people know what to do if something goes wrong. |
| v | To become a provider of World-Class financial services. |
| v | To meet Customer expectations through Innovation and Technological Initiatives. |
| v | To emerge as a role model with distinct cultural identity, ethical values and good Corporate Governance. |
| v | To enhance Shareholders' Wealth by sustained, profitable and financially sound growth with prudent risk management systems. |
| v | To fulfil national and social obligations as a responsible Corporate Citizen. |
| v | To create an environment intellectually satisfying and professionally rewarding to the employees. |
Information given in this booklet is as of January 25, 2005, which is subject to change/revision.
This booklet should not be considered as a legal document creating rights and obligations. Exercise of rights of every customer shall be subjected to such limitations as are determined by law, by the policies framed by the Government, the Reserve Bank of India, the Indian Banks' Association and Corporation Bank from time to time. Nothing in this booklet can be interpreted as implying that any customer has any right to engage in any activity or any act aimed at the dilution or deletion of any rules, provisions, circulars, etc. of the Bank. This booklet is meant for promoting better understanding between the customer and the Bank.
Only key information on various services/facilities is given in this booklet. Each service has its own detailed terms and conditions which can be made available on request.
For further details/information, please write to our branch offices or the Head Office or visit our Website www.corpbank.com.
1.0 GENERAL RIGHTS OF CUSTOMERS:
Recognition of equal and inalienable rights to all customers is the foundation of unstinted progress, growth and achievements of our Bank. The Management and staff of the Bank having reaffirmed their faith in customers' rights, in the value of close association of customers with the Bank have determined to provide better standards of service. Having regard to that Corporation Bank proclaims through this document the customers' rights as standards of service available to them from all the branches and offices of the Bank. Every member of the staff in the Bank, keeping this declaration in mind, shall strive hard by adherence and observances of all the parameters of the Charter, to respect every right of the customers.
The following are some of the general rights of our customers:
1.1 No distinction shall be made between customers of the Bank on the basis of difference in race, nationality, colour, sex, language, religion, political or any such things.
1.2 No customer shall be subjected to arbitrary decision by any person of the Bank on any matter concerning Bank.
1.3 Every customer has the right to be heard by a competent authority of the Bank in determination to his/her rights in case of any violation of the rights by any member of the Bank.
1.4 Everyone has the right to become a customer of the Bank subject to fulfillment of the basic minimum requirements prescribed by the Bank.
1.5 Every customer has the right to avail of the services of the Bank subject to provisions laid down by the RBI and Govt. of India.
1.6 Every customer has the right to choose any of the items of banking services according to his/her needs.
1.7 Every customer shall have the right to know the various products of the Bank, its services and the provision of grievances redressal to customers.
1.8 Every customer shall have the right to get information pertaining to relevant portions of rules & regulations framed by the Bank for various transactions relevant to customers.
1.9 Every customer shall have the right to ensure that all his dealings with the Bank are kept secret and confidential. However, the Bank may disclose the details of dealings to comply with provisions of any law or public interest.
2.0 COMMON PRACTICES FOLLOWED BY OUR BRANCHES:
2.1 All branches/Offices display business hours
2.2 Render courteous services.
2.3 We attend to all our customers present in the banking hall at the close of business hours.
2.4 We provide separate ‘Enquiry' or ‘May I Help You' counter at large branches
2.5 We display interest rates for various deposit schemes from time to time.
2.6 We notify changes in interest on advances.
2.7 We provide details of various deposit schemes/services of the Bank.
2.8 We display changes in service charges from time to time.
2.9 We display time norms for various banking transactions.
2.10 We ensure that no counter remains unattended during the business hours and uninterrupted service is rendered to customers.
2.11 We provide complaint/suggestion box in the branch premises.
2.12 We display addresses of Zonal Offices & Head Office as well as Nodal Officer dealing with customer complaints/grievances.
2.13 We extend business hours for all non-cash transactions upto one hour before closure of working hours.
2.14 We organize customer meets at quarterly intervals for strengthening customer relations and providing opportunity for customers to interact with the Branch Officials and give their suggestions or express their views/grievances, if any.
3.0 SUGGESTIONS/PRECAUTIONS TO THE CUSTOMERS:
3.1 Customers are requested to ensure safe custody of cheque books & Pass Books.
3.2 Customers are requested to use reverse carbon while writing a cheque.
3.3 As far as possible customers may issue cross/account payee cheques.
3.4 As far as possible customers may issue cheques for round amount. Before issuing a cheque it would be desirable to ensure that all the columns in the cheque such as date, amount in words and figures, signature etc. are properly filled.
3.5 Customers are requested not to issue cheques without adequate balance. Further, they are requested to maintain minimum balance prescribed by the Bank to avoid debiting of service charges.
3.6 Customers are requested to send the cheques and other financial statements by Regd. Post or by reputed Courier.
3.7 Customers are requested to bring pass book while withdrawing cash from Savings Bank account through withdrawal slips. They may also get pass book updated from time to time to avoid delay in completion of the pass book tendered with backlog of entries.
3.8 Customers are requested to use nomination facility without fail to avoid delay in settlement of claims if any in future.
3.9 Customers may note down account numbers, details of fixed deposit receipts, locker number etc. separately.
3.10 Customers are requested to inform change of address, telephone number etc.to the branch from time to time.
3.11 Customers are requested to inform loss of DD, Fixed Deposit Receipt, cheque leaf/book, locker keys etc. immediately to the branch.
3.12 Customers may avail of standing instructions facility for transactions of recurring nature.
3.13 Customers are requested to memorise their PIN, password and other security information and destroy the notice as soon they receive it.
3.14 Customers are requested to keep their PIN/PASS WORD or other information confidential and avoid noting/recording them in Pass Books/other documents.
3.15 Customers are requested not to give account details, password or other security information to any one unless they know who they are and why they need them.
3.16 Customers are requested to verify their passbook/statement of account at regular intervals and if there are any wrong entries(credits or debits) they should inform the branch officials/Manager immediately.
3.17 Customers are requested not to sign blank cheques. So also not to record their specimen signature either on the pass book or on cheque book.
3.18 Customers are requested not to introduce any person who is not personally known to them for the purpose of opening the account.
3.19 Customers are requested to avail various new products such as Debit Cards, Electronic Clearing Services, Electronic Fund Transfer, Internet Banking, Bill pay, LIC Policies, GIC Policies, Mutual Fund products etc. offered by the bank.
3.20 Customers are also requested to provide feed back regarding the service and inform any deficiency in service if noticed/observed to the Branch Head.
4.0 SERVICE CHARGES
There are charges for the following services, the details of which can be obtained from the branches:
4.1 Duplicate Pass Book/Statement
4.2 Folio charges
4.3 Non-maintenance of minimum balance
4.4 Stop payment instruction
4.5 Standing instruction
4.6 Issue of certificate
4.7 Confirmation of specimen signature
4.8 Enquiry about old entries
4.9 Return of cheques
4.10 Collection and remittance of funds
4.11 Processing of loan proposals
4.12 Issue of guarantees
4.13 Safe custody/locker, etc.
5.0 COMMON AREAS OF CUSTOMER-BANKER RELATIONSHIP
5.1 SAVINGS BANK ACCOUNT :
5.1.1 These accounts are designed to help the individuals (personal customers) to inculcate habit of saving money and to meet their future requirement of money. The amounts 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.
5.1.2 Savings Bank accounts are very popular. These accounts can be opened by eligible person/s and certain organisation/agencies [as approved by the Reserve Bank of India (RBI)].
5.1.3 REQUIREMENTS FOR OPENING SAVINGS BANK ACCOUNT:
5.1.3.1 Introduction:
For opening of Savings Bank account, we require the introduction. We accept introduction from:
a) Existing Account with satisfactory dealings for 6 months.
b) Any person who is not a account holder but is well known to the Bank such as a Corporator, MLA, MP etc.
c) Any staff member of the Bank
5.1.3.2 Introduction by Documentary Evidence:
If introduction by an existing account holder/person known to the Bank cannot be provided, we may open account with self introduction based on documents. In such cases, for establishing identity, any one of the following documents may be submitted:
5.1.3.2.1 Employee ID Card
5.1.3.2.2 Voters Identity Card
5.1.3.2.3 Passport
5.1.3.2.4 PAN Card
5.1.3.2.5 Credit Card with photo
5.1.3.3 For establishing proof of current address any one of the following documents may be submitted:
5.1.3.3.1 Electricity Bill
5.1.3.3.2 Telephone Bill
5.1.3.3.3 Copy of LIC premium paid receipt
5.1.3.3.4 Any Credit Card statement
5.1.3.3.5 Letter from Employer
5.1.3.3.5 Any communication from Central/State Govt. authorities
5.1.3.4 The Bank is required to obtain two recent photographs of the person/s opening the account, as per RBI directives.
5.1.3.5 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 139 A) from the person/s opening the account.
5.1.3.6 The account holder is required to maintain certain minimum balance in the account, as specified by the Bank from time to time, separately for computerised and non-computerised branches and also depending on, whether the account holder wants to avail of the cheque book facility or not. Non-compliance of this would attract service charges. Interest at 3.5% p.a. is presently paid on half yearly basis depending on minimum balance between the 10th day and last day of the months, provided it works out to minimum Re.1/=.
5.1.3.7 Cheques, dividend warrants drawn in the name of the account holder/s will only be collected through this account. Financial instruments endorsed in favour of the account holder/s (third party) will not be collected through Savings Bank account.
5.2 CURRENT ACCOUNT:
5.2.1 Current accounts can be opened by individuals, partnership firms, private and public limited companies, HUFs/specified associates, societies, trusts, etc.
5.2.2 As required by law, while opening this account we will satisfy ourselves about the identity, including verification of address, of a person/s seeking to open an account, to assist in protecting the prospective customer/s, members of the public and ourselves against fraud and other misuses of the banking system.
5.2.3 REQUIREMENTS FOR OPENING CURRENT ACCOUNT:
5.2.3.1 Introduction:
For opening of Current Account, we require the introduction. We accept introduction from:
5.2.3.1.1 Existing Account Holders with satisfactory dealings for 6 months.
5.2.3.1.2 Any person who is not a account holder but is well known to the Bank such as a Corporator, MLA, MP etc.
5.2.3.1.3 Any staff member of the Bank.
5.2.3.2 The Bank is required to obtain two recent photographs of the person/s opening/ operating the account, as per RBI directives.
5.2.3.3 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 139 A) from the person/s opening the account (i.e., including partners of Registered/Unregistered partnership as also Registered/Incorporated bodies/companies).
5.2.3.4. 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 recent gas/ telephone/electricity bill or voter's identity card or driving licence or passport.
5.2.3.5 Minimum balance as stipulated from time to time will be required to be maintained.
5.2.3.6. No interest is paid on credit balances kept in current account.
5.2.3.7 For opening special types of current accounts like for Executors, Administrators, Trustees, Liquidators, etc., the Branch Manager may be contacted who will help in opening these types of accounts.
5.2.3.8 As per RBI Directive, the applicant (i.e., account opener) should declare in the account opening form or separately that he is not enjoying any credit facility with any Bank and if he does enjoy any facility/facilities he should declare full particulars thereof indicating the name of the Bank and name of the branch wherefrom he has availed these facilities. If the declaration proves false at a later date, the Bank reserves its right to take any action as it deems fit including closure of account without any reference to the customer.
5.3 TERM DEPOSIT ACCOUNTS
5.3.1 Bank has tailored various deposit schemes to suit the needs and expectations of investing people in every walk of life. Our Bank is offering the following term deposit schemes to suit the requirement of different sections of the society.
| v | Fixed Deposit, Kshemanidhi Cash Certificate, Money flex deposit, Continuous deposit, Ready cash deposit, Recurring deposit, Janatha deposit, Corpclassic deposit. |
Branch staff shall welcome you to seek more details and shall also be glad to assist in the area of investment in various deposit schemes vis-a-vis your requirement.
Term Deposit accounts can be opened by individuals, partnership firms, private and public limited companies, HUFs/specified associates, etc.
5.3.2 REQUIREMENTS FOR OPENING TERM DEPOSIT ACCOUNT:
5.3.2.1 Introduction:
For opening of Term Deposit account, we require the introduction. We accept introduction from:
a) Existing Account Holders with satisfactory dealings for 6 months..
b) Any person who is not a account holder but is well known to the Bank such as a Corporator, MLA, MP etc.
c) Any staff member of the Bank
5.3.2.2 Introduction by Documentary Evidence:
If introduction by an existing account holder/person known to the Bank cannot be provided, we may open account with self introduction based on documents. In such cases, for establishing identity, any one of the following documents may be submitted:
5.3.2.2.1 Employee ID Card
5.3.2.2.2 Voters Identity Card
5.3.2.2.3 Passport
5.3.2.2.4 PAN Card
5.3.2.2.5 Credit Card with photo
5.3.2.3. For establishing proof of current address any one of the following documents may be submitted:
5.3.2.3.1 Electricity Bill
5.3.2.3.2 Telephone Bill
5.3.2.3.3 Copy of LIC premium paid receipt
5.3.2.3.4 Any Credit Card statement
5.3.2.3.5 Letter from Employer
5.3.2.3.6 Any communication from Central/State Govt. authorities
5.3.2.4 The Bank is required to obtain two recent photographs of the person/s opening the account, as per RBI directives if the deposit is more than Rs.10,000/=.
5.3.2.5 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 139 A) from the person/s opening the account.
5.3.2.6 Premature withdrawals are allowed, unless specified otherwise, at the rate of interest applicable for the period for which the deposit has run or the contracted rate whichever is lower, subject to penalty, if any, prescribed by the Bank. No interest will be paid on premature withdrawals of deposit which has remained with the Bank for less than 15 days, for the present and as decided by RBI from time to time.
5.3.2.7 Generally loans/overdrafts against deposits are allowed except on Certificates of Deposit (CD). Such loans are sanctioned by charging interest at rates directed by RBI from time to time or as prescribed by the Bank.
5.3.2.8 Deposits are renewed by the Bank on due dates on request. As a measure of good customer service, the Bank may intimate the depositor in advance regarding date of maturity.
5.3.2.9 Interest on deposits is payable either monthly at discounted value or quarterly or compounded quarterly (i.e., reinvestment of interest) or on the date of maturity at the option of the depositor as applicable under particular deposit scheme.
5.3.2.10 Interest on overdue deposit is paid if the deposit is renewed, as decided by the Bank from time to time.
5.3.2.11 Interest on bank deposits is exempt from income tax up to a limit specified by Income Tax authorities from time to time.
5.3.2.12 Presently, if the total interest on deposits, per depositor, per branch, per financial year exceeds Rs.5,000/=, the same is subject to Tax Deduction at Source (TDS) at the rates stipulated by the Income Tax Authorities.
5.3.2.13 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.
5.3.2.14 The Bank will issue TDS Certificate for the tax deducted.
5.3.2.15 INTEREST ON DEPOSITS
The Bank pays interest on deposits as per various deposit schemes. Interest rates are revised from time to time and made known to the public. Revised interest rates are applicable only to the renewals and fresh deposits while existing deposits continue to earn interest at the contracted rate till maturity.
5.4 CORPVAULT
The facility of Corpvault is an ancillary service offered by the Bank. The Bank's branches offering this facility will indicate/display this information.
The major aspects governing the services are:
5.4.1 A corpvault may be hired by an individual(not minor), firms, limited companies, specified associations and societies etc.
5.4.2 Nomination facility is available to individual hirer of corpvault if in single name or if joint operation(upto 2 nominees only).
5.4.3 Loss of key should be immediately informed to the branch.
5.4.4 Corpvaults are available in different sizes.
5.4.5 Corpvaults 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.
5.4.6 With standing instruction, the rent may be paid from the deposit account of the hirer.
5.4.7 The Bank will hire out corpvault only to properly introduced customers on payment of advance rent as per norms of the Bank.
5.4.8 The Bank reserves the right to break open the corpvault if the rent is not paid inspite of giving notices as per the Bank's rules and recover charges thereof.
5.4.9 The hirer is entitled to operate the corpvault 12 times in a quarter without payment of additional service charge.
5.4.10 Rent payable is based on the size of the corpvault, demand for the corpvault and the location of the branch.
5.4.11 We do not insist on deposits as a precondition for allotment of lockers.
5.5 SAFE CUSTODY OF ARTICLES:
Following articles for safe custody are usually accepted by the Bank from its customers only at the branches where facility of Safe Deposit corpvault is not made available, on payment of prescribed service charges.
5.5.1 Acceptable Articles:
5.5.1.1 Sealed envelopes, sealed packets, sealed boxes, etc. which can be conveniently kept in the strong room.
5.5.1.2 Term Deposit Receipts in the names of the depositor concerned.
5.5.1.3 Interest/Dividend Warrants issued in advance by the Govt. Departments/Quasi Govt. Agencies/Corporate bodies. Etc. are accepted for safe custody.
5.5.1.4 It must be ensured by the customers that the articles/parcels/packets do not contain any chemicals, inflammable materials, explosives, arms/ammunition, etc. If this requirement is not adhered to by the customers then all liabilities arising out of any mishaps later will rest with the customers.
5.5.2 After acceptance of the articles for safe custody, a safe custody receipt shall be issued to the customer. Separate receipts will be issued for each of the articles received for safe custody. Article entrusted for safe custody will be delivered back strictly in accordance with the conditions of withdrawals stipulated in the application and on the surrender of the safe custody receipt duly discharged. Relationship between banker and customer shall be that of bailer and bailee.
5.5.3 Loss of Safe Custody Receipt:
A duplicate receipt shall be issued by the Bank at its sole discretion in lieu of the original safe custody receipt reported lost on production of an indemnity and a surety. Articles are accepted for safe custody for a period of one year unless renewed promptly by the customers. The Bank shall remind the customer of renewal of the safe custody instructions. Unclaimed articles shall be disposed of by the Bank as per the procedure.
5.6 NOMINATION FACILITY:
5.6.1 Nomination facility is available for all deposit accounts, articles in custody and safe deposit vaults.
5.6.2 Nomination is available for accounts opened in individual capacity (i.e. single/joint accounts as well as accounts of a sole proprietary concern) only, i.e. not for accounts opened in representative capacity.
5.6.3 Nomination can be made in favour of one person only. However, nomination in favour of more than one person(i.e. up to 2 persons) is permissible in jointly operated locker accounts with common consent.
5.6.4 Nomination can be made, cancelled or varied by the account holder anytime during his/her life time. While making nomination, cancellation or variation, witness is required and the request should be signed by all account holders.
5.6.5 Nomination can be made in favour of a minor also. In case the nominee is a minor, the depositor shall authorize another person (legal guardian) not being a minor to receive the amount of deposit on behalf of the minor.
5.6.6 For the existing accounts where nomination is not made, the account holder/s can do so by filling up form available with the branches.
Customers (new as well as existing) are advised to avail of nomination facility, if they have not availed of it so far.
5.7 PENSION PAYMENTS:
Pensioners can draw their pensions through the branches of the Bank which are authorized to pay Civil/Defence/Railway/Freedom fighters/Telecom/State Govt. Pensions.
Pensioners are requested to produce the life certificate once in a year (i.e. in the month of November) to enable the branches to pay pension without interruption/delay.
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 1st working day of April. The pension will not be paid in cash or through a joint account. Every pensioner is required to submit life/marriage/remarriage/unemployment certificates wherever applicable periodically.
5.8 REMITTANCE SERVICE:
Customers may remit funds from one center to another by Demand Draft or Telegraphic Transfer(TT) etc. by paying specified charges as per the Bank's rules.
The customers can utilize the facility of Electronic Funds Transfer(EFT) System operated through RBI for transferring funds to and from Calcutta, Chennai, Delhi and Mumbai upto Rs.5 lakhs.
Demand Drafts, Pay Orders, Telegraphic Transfers and Travellers' Cheques for Rs.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. Similarly, such payments for Rs.50,000/- and above will be made through banking channels and not in cash.
5.9 STANDING INSTRUCTIONS:
Standing instructions can be given to the Bank for transfer/remittance of funds from one account to other account/s maintained in the same branch, any other branch of the Bank or any other third party subject to levy of service charges as applicable from time to time.
5.10 COLLECTION OF INSTRUMENTS:
The Bank will collect local and outstation cheques and other instruments on behalf of an account holder to his current/savings bank/overdraft/cash credit/corp classic accounts, provided the cheques/instruments are crossed and these are drawn or endorsed in favour of the account holder. Third party instruments are not collected in Savings Bank account.
Standard time for collection of cheques are as follows:
5.10.1 Local Clearing:
Instruments drawn on local bank/branches situated in clearing area subject to depositing the cheques/instruments in time(within 3 days).
5.10.2 High Value Clearing:
This facility is available for the clients of selected branches at designated centers. Cheques of high value(of not less than Rs.1.00 lakh per instrument) are cleared on the same day.
5.10.3 Outstation cheques:
Outstation instruments drawn and collected between any two of the four metros (within 8 days).
Outstation instruments drawn on state capitals and other centers with more than 100 bank offices (within 10 days).
Outstation instruments drawn on other centers/places (within 14 days).
5.10.4 Immediate Credit of Instruments upto Rs.15,000/-:
Immediate credit of outstation instruments (as per RBI guidelines from time to time) is provided to all the accounts in individual names either singly or jointly in savings bank or current accounts which are satisfactorily run for at least 6 months.
The facility is extended to all the individual accounts as a matter of routine without waiting for request from the customers unless otherwise specifically requested for not to credit immediately.
The customers will have to bear usual collection charges as well as the postal charges.
In the event of cheques being returned unpaid, the customer will have to pay interest for the period for which funds are utilized.
The above facility is not extended to borrowal accounts.
5.10.5 Payment of Interest on Delayed Collection of Instruments:
We are required to pay interest at the rate applicable for the appropriate tenor of fixed deposit for the period of delay beyond the stipulated date mentioned above. Further, we are also required to pay 2% interest above the fixed deposit rate applicable for abnormal delay(beyond one month) caused by the branch in collection of outstation instruments.
Interest for delayed collection of instruments is required to be paid without the customer having to claim it.
However, this interest is not paid in case of instruments which are lost/misplaced in transit.
Customers are requested to deposit their cheques within the stipulated time frame at the branch (holidays during the period other than weekly holiday shall be excluded for determining stipulated period).
5.11 GOVERNMENT BUSINESS
At present, 319 branches are authorized across the country to collect Direct Taxes. The details of the authorized branches are available in the web-site. The Bank is also authorized to collect Central Excise & Service Taxes and the names of the authorized branches are also available in our web-site.
5.11.1 Tax-payers can tender Internet downloaded, black and white challans for payment of Direct Taxes.
5.11.2 Non customers of the Bank can also tender their challans for payment of Direct Taxes
5.11.3 Tax payer can pay the Tax any time within the Banking hours.
5.11.4 When a challan is refused for some valid reason, the reason will be intimated to the tenderer of the challan.
5.11.5 A counterfoil/acknowledgement of the challan tendered with cash or cheque will be issued to the tenderer immediately.
5.11.6 If the cheque/draft drawn on different branch/bank, the branch will issue paper token to the tenderer which has to be exchanged for the original counterfoil on realisation of the cheque/draft.
5.11.7 Date of presentation of the cheque/draft will be treated as date of payment of tax.
5.11.8 The Tax Payer can obtain challan status report through Internet in NSDL website www.nsdl.co.in
5.12 Government of India Bonds:
The Bank is also authorized to sell Government of India Bonds at our select branches and the names of those branches are available in our web-site.
A simplified application form as prescribed by RBI is being used and is available at those branches.
5.13 Senior Citizen Savings Scheme 2004:
The Bank is also authorised to accept deposits under Senior Citizen Savings Bank Scheme 2004 and the name of the authorised branches are available in our website.
6.0 CURRENCY MANAGEMENT
6.1 The facility of Exchange of soiled and mutilated notes & coins is available in the RBI offices where issue department is functioning. Members of Public can exchange their soiled and mutilated notes and coins including uncurrent or worn out coins.
6.2 The exchange facility is available in the following RBI Regional Offices:
Ahmedabad Bangalore
Belapur (Navi Mumbai) Bhopal
Bhubaneshwar Chandigarh
Chennai Guwahati
Hyderabad Jaipur
Jammu Kanpur
Kochi Kolkata
Lucknow Mumbai
Nagpur New Delhi
Patna Thiruvananthapuram
6.3 All the branches of the Bank will exchange soiled notes as per Note Refund Rules. The facility of exchange of cut/mutilated notes is however, available at Currency Chest branches.
A list of Currency Chest as on 31.12.2004 is given below:
a. Bangalore-M.G. Road
b. Hubli-Coen Road
c. Kozhikode
d. Mumbai-Fort
e. Mumbai-Vashi
f. Delhi-Mahaveer Nagar
g. Hyderabad-Hyderguda
h. Vijayawada-Main
i. Chennai-G.T.
J. Mangalore-Car Street
k. Jaipur-Bhawani Singh Road
6.4 The Bank will issue and accept only destapled notes. The note packets will be secured by paper bands/polymer bands/twine.
6.5 The Bank will ensure that coins and fresh/issuable currency of all denominations are available as far as possible at all its branches. Customers are required not to write/mark anything on the currency note nor use stickers/gummed labels on the currency packets.
6.6 The Bank will also accept coins of all denominations at all its branches.
6.7 In case forged/counterfeit notes are found in the remittances made by the customers, Bank will only issue a receipt to the tenderor but not return the fake note found in the remittance, action will be taken as per law.
7.0 TIME NORMS FOR BUSINESS TRANSACTIONS:
The Bank has prescribed certain TIME NORMS for certain banking transactions for the benefit of the customers. All officials of the Bank are duty bound to adhere to these time norms. These norms are given below:
Nature of transactions Time Norms (minutes)
7.1 Depositing cash 5 - 15
(Depending on denominations)
7.2 Encashment of a cheque 5 - 15
7.3 Encashment of DD/PO 5 - 15
(Drawn on our Bank)
7.4 Purchase of DD/PO 15 - 30
7.5 Obtaining deposit receipt 15 - 30
7.6 Release of inward bills 15 - 30
7.7 Repayment of time deposits 10 - 20
7.8 Opening of new account 15 - 20
7.9 Updating pass book 10 - 25
(For limited entries)
8.0 REDRESSAL OF CUSTOMER GRIEVANCES
8.1 In a service industry like banking, handling of complaints is a part of business. Complaints give valuable feed back to a banker on the quality of service rendered and expectations of the clients.
8.2 To enable the customers to voice their grievances or offer suggestions for improvement in customer service, "Customer Day" is observed at all offices of the Bank across the country covering branches, Zonal Offices and Head Office on 15th of every month (next day, if 15th is a holiday or half day). During specified hours on this day any customer can meet Branch/Zonal Heads, at Branches/Zonal Offices, Senior/Top Executives/Nodal Officer of the Bank at Head Office without prior appointment.
8.3 AVENUES AVAILABLE TO THE CUSTOMERS FOR REDRESSAL OF THEIR COMPLAINTS
The following avenues are available to the customers for redressal of their grievances:
8.3.1 The customers can make complaint regarding the deficiencies in services to the branch officials at the counter handling their transactions. If not satisfied, they can approach the Branch Manager for redressing their grievances.
8.3.2 If the branch officials/Manager are not ready to accept oral representations or if replies given by them are not satisfactory, the customers may make a written representation to the Branch Manager highlighting the specific instances of deficiencies in services.
8.3.3 The customers may lodge a complaint against the branch in the 'complaint book' available with the Branch Manager. A duplicate copy duly signed by the Branch Head will be furnished to the customer as an acknowledgement.
8.3.4 Aggrieved customers may also make representations to the Zonal Manager at Zonal Office and/or to General Manager, Customer Service Division, H.O. whose name & address and phone Nos. are displayed on the Notice Board of the customers lounge at the branch. The address and telephone No. at Head office is as under:
The General Manager,
Customer Service Division,
Corporation Bank,
P.B. No.88, Pandeshwar,
MANGALORE-575 001.
Tel: 2426416-420, 2448748, Fax:2444161
8.3.5 Written complaints may also be sent to the Zonal Customer Service Cell situated at each of the major town/centers.
8.3.6 Written complaint may also be sent to Indian Bank's Association, Mumbai, at the following address:
Indian Bank's Association
Stadium House, 6th Floor,
Block-3, Veer Nariman Road,
MUMBAI-400 020.
8.3.7 Aggrieved customers may send written complaints to Reserve Bank of India, at the following address:
Reserve Bank of India,
DBOD, Centre-I,
World Trade Centre,
Cuffe Parade, Colaba,
MUMBAI-400 005.
8.3.8 Aggrieved customers may also send complaints to the Directorate of PublicGrievances, Govt. of India, New Delhi at the following address:
Directorate of Public Grievances,
Dept. of Administrative Reforms and Grievances,
Govt. of India, Sardar Patel Bhavan,
Sansad Marg,
NEW DELHI-110 001.
8.3.9 An aggrieved customer can also file a complaint with the Banking Ombudsman to the State concerned whose name and address and Phone No. are displayed on the Notice Board in the customers lounge in the branch or this may be taken from the branch Manager. However, before making a representation to Banking Ombudsman, the customer should ensure that at least one representation has been sent to the Bank concerned and grievances are not redressed properly by the Bank. It should also be ensured that the complaint is not more than a year old.
8.3.10 An aggrieved customer can also send a complaint to District Consumer Forum under the Consumer Protection Act 1986. In such cases the customer concerned must have made at least one representation to the Bank previously and the customer has not received proper redressal. The address of the District Forum can be obtained locally.
Customers may please note that anonymous complaints will not be entertained.
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