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RBI/2007-2008/81 UBD.BPD.(PCB).MC.No.8/09.39.000/2007-08 July 4 , 2007 Chief Executive Officers of All Primary (Urban) Co-operative Banks Dear Sir, Master Circular on Customer Service - UCBs Please refer to our Master Circular UBD.BPD.(PCB).MC No. 5/ 09.39.00/2006-07 dated July 6, 2006 on the captioned subject (available at RBI website www.rbi.org.in).The enclosed Master Circular consolidates and updates all the instructions/guidelines on the subject up to June 30, 2007. Yours faithfully, (N.S.Vishwanathan) Chief General Manager-in-Charge
Master Circular on Customer Service ( Updated up to 30 June, 2007)
(The Master Circular is also available at RBI Website www.rbi.org.in and may be downloaded from there)
RESERVE BANK OF INDIA Urban Banks Department, Central Office, Mumbai.
Master Circular on Customer Service
Sr.No 1 2
Particulars Introduction Service at the counters 2.1 Business and working hours 2.3 Extension of business hours 2.4 Uninterrupted service 2.5 Guidance to customers Deposit and other Accounts 3.1 & 3.2 Nomination Facilities 3.3 Savings bank passbooks / statement of accounts 3.4 Term Deposits 3.5 Advisory Services on deposit schemes 3.6 Brochures / pamphlets for guidance of customers Safe deposit lockers 4.1 Allotment and operation of lockers 4.1.1 Linking of allotment of lockers to placement of Fixed Deposits 4.1.2 Fixed deposit as security for lockers 4.1.3 Wait list of lockers 4.1.4 Security aspects relating to safe deposit lockers 4.1.5 Access to the safe deposit lockers / return of safe custody articles to survivor(s) / Nominee(s) / Legal Heir(s) 4.1.6 Access to the safe deposit lockers / return of safe custody articles (with survivor / nominee clause) 4.1.7 Access to the safe deposit lockers / return of safe custody articles (without survivor / nominee clause) 4.2 Customer Guidance and Publicity Dishonoured Instruments Reimbursement of interest by paying bank Identity badges Job enrichment Training Induction training Reward and recognition Systems and procedures Customer Service Audit Complaint book Inspection /Audit reports Complaint prone employees Periodical visits by senior officials Infrastructure provision Customer education Security arrangements 21.1 Fair Practice Code Display of Bank / Service Charges 21.2 Display of time norms Collection of account payee cheques Prohibition on crediting proceeds to third party account Facilities at extension counters by PCBs Provision of Note counting machines on counters Immediate credit of local / outstation cheques
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