CITIZEN CHARTER


 EXCHANGE OF NOTES AND COINS

1. Objective of the Citizens' Charter
This Citizen's Charter provides information on various facilities provided by the Reserve Bank of India in the matter of exchange of notes and coins and the common standards of the services provided at RBI Issue Offices and commercial bank branches. 

2.   Services Available at our Currency Chest Branches :
Exchange of notes including soiled and mutilated notes and coins including  un-current or worn out coins. The Bank is committed to provide exchange facility free of cost at its counters during business hours by currency chest branches.  

3.   Exchange of notes into coins with the help of coin dispensers
Members of the general public can also get their notes exchanged into coins using the coin dispensers installed in Bhopal and Indore. 

4.   Exchange of soiled and mutilated notes and coins at the counters
Members of the general public can avail themselves of the following facilities at our branches. 

(a)  Exchange soiled notes. A note which has become limp or which has developed minor cuts due to wear and tear or which is disfigured by oil; color, ink, etc. will be treated as soiled note. To facilitate easy exchange, notes which have been divided vertically through or near the centre with numbers intact are also treated as soiled notes. Notes on which political or religious slogans are written are not exchangeable under any circumstances.  

(b) Exchange mutilated notes. A mutilated note is a note of which a portion is missing or a note which is composed of pieces, provided that the note presented is not less than half of the area of the note and that, if the note is composed of a note joined together, each piece is, in the opinion of the 'Prescribed Officer' [as defined in the RBI (Note Refund) Rules] identifiable as part of the same note.  (c)   Exchange of coins including un-current coins into notes or coins. 

6.    General Conditions of Service 

(i) The exchange facility over the Bank's counters is available during business hours is free of cost.  

(ii)  The mutilated/cut notes are exchanged by the Bank as of grace under the Reserve Bank of India (Note Refund) Rules. When the mutilated/cut note is not found payable under the Rules, the same is rejected and rejection advice issued to the tenderer. The rejected note is retained by the bank and destroyed after four months.   

(iii) Notes/coins which are found to have been forged/ counterfeited are impounded and no value thereof is paid. Such notes/coins are retained by the Bank after issue of advice to the tenderer.  

(iv) The security features of the bank notes issued by RBI are furnished as information to members of the public in the RBI website http://www.rbi.org.in/currency/banknotes.html 

(v)  In case any member of the public faces any difficulty in getting the above exchange facilities at any branch  or is asked for any bribe, he may record a complaint in the complaint book/register maintained at the branch or bring it to the notice of the controlling authority i.e. Dy General Manager / Asstt General Manager of the concerned branch or Managing Director of our bank .  

(vi) The staff and officers of the branches will treat each member of the public with courtesy and consideration. The staff will be helpful and will attend promptly to the customer's enquiries and complaints. 


FAIR PRACTICE CODE

INTRODUCTION ::

The Fair practices Code adopted by State Bank of Indore is a voluntary code which sets standards of fair banking practices while dealing with individual customers and provides valuable guidance to you for your day to day banking operations.  It is subject to amendments in future.  Amendments made in future will appear in the web page of the Bank and may be construed as due notice to the public thereof.  

 

FAIR PRACTICE CODE

 

Common Practices followed by Our Branches 

  • Display business hours.
  • Render courteous services.
  • Attend to all customers present in the banking hall at the close of business hours.
  • Provide separate 'Enquiry' or 'May I Help You' counter at large branches.
  • Offer nomination facility to all deposit accounts (i.e. account opened in individual capacity) and all safe deposit locker hirers (i.e. individual hirers).
  • Display interest rates for various deposit schemes from time to time.
  • Notify change in interest rates on advances.
  • Provide details of various deposit schemes/services of the Bank. 
  • Issue Demand Drafts, Pay Orders, etc. 
  • Display Time - Norms for various banking transactions. 
  • Pay interest for delayed credit of outstation cheques, as advised by Reserve Bank of India (RBI) from time to time. 
  • Accord immediate credit in respect of outstation and local cheques up to a specified limit, subject to certain conditions.
  • Provide complaint/suggestion box in the branch premises. 
  • Display address of Regional/Zonal and Central Offices as well as Nodal Officer dealing with customer grievances/complaints.

 

Customers are requested to

  • Ensure safe custody of cheque book and pass book.
  • Preferably, use reverse carbon while writing a cheque.
  • Issue crossed/account payee cheques as far as possible.
  • Check the details of the cheque, namely, date, amount in words and figures, crossing etc. ,before issuing it. As far as possible, issue cheques after rounding off the amount to nearest rupee.
  • Not to issue cheque without adequate balance; maintain minimum balance as specified by the Bank.
  • Send cheques and other financial instruments by Registered Post or by courier.
  • Bring passbook while withdrawing cash from savings bank account through withdrawal-slip. Get passbook updated from time to time.
  • Use nomination facility.
  • Note down account numbers, details of FDR, locker numbers, etc. separately.
  • Inform change of address, telephone number, etc., to the Branch immediately on such changes.
  • Inform loss of demand draft, fixed deposit receipt, cheque leave(s)/book, key of locker, etc., immediately to the Branch.
  • Avail standing instructions facility to repeat transactions.
  • Provide feedback on our services.
  • Pay interest, instalments, locker rent and other dues on time.
  • Avail services such as Automated Teller Machine, Electronic Clearing System, Electronic Funds Transfer, etc., if offered by the branch.
  • Bring any deficiency in services to the notice of the branch.
  • Not to sign blank cheque (s). Do not record your specimen signature either on passbook or on chequebook.
  • Not to introduce any person who is not personally known to you for the purpose of opening of an account.

 

 

The details given below apply mainly to resident accounts.

 

Deposits are generally classified under the following broad categories:-

 

1. Savings Bank Deposits
2. Current Accounts
3. Fixed/Term Deposit accounts
4. Reinvestment / Special Term / Cash Certificate Deposit accounts
5. Recurring Deposit accounts

SAVINGS BANK ACCOUNTS

  • Running account.
  • Cheque book facility, if you can maintain a specified minimum balance.
  • Most suitable for salaried and regular income class.

 

CURRENT ACCOUNTS

  • Running account with unlimited operational freedom.
  • Minimum balance to be maintained is Rs.2,500/- at Rural branches and Rs. 5.000/- at Non-Rural branches.
  • Carries no interest.
  • Most suited for Trade and business purposes.

FIXED / TERM DEPOSIT ACCOUNTS

  • 'Fixed Deposits/Term deposits' are deposits for a fixed period of 7 days to 120 months and is paid on maturity.
  • The interest on the deposit is payable either periodically or at maturity.
  • Carries a higher rate of interest than Savings bank account.

REINVESTMENT / SPECIAL TERM /CASH CERTIFICATE DEPOSIT ACCOUNTS

'Special Term/Reinvestment/Cash certificate deposit accounts' are deposits in lump-sum for a fixed period, where the principal plus interest compounded at quarterly intervals are repaid to the depositor as a lump-sum, on maturity. There are some other deposit schemes also coming under this category with some benefits like withdrawal in units, details of which are available with  branches.

RECURRING DEPOSIT ACCOUNTS

A fixed amount is to be deposited every month for a pre-determined period ranging between 12 months and 120 months; to get back a lump-sum on maturity with interest. A recurring deposit account matures one month after the last instalment has been paid or on the expiry of the period for which the deposit is accepted, whichever is later, irrespective of whether the last instalment has been paid with penalty.

A value-added product with varying monthly instalments, tailor-made to suit the convenience of salaried people, traders and businessmen is also available.
  •  

DEPOSIT ACCOUNTS - BRIEF OUTLINE

 

OPENING OF ACCOUNTS

 

Savings Bank Account / Term Deposit Account/Time Deposit Account

Accounts can be ordinarily opened in the names of :-

i)

 Individuals, singly or jointly with other individuals.

 

ii)

 

Minors or on behalf of minors by their guardians or guardians jointly with minors.

iii)

The employees of schools and colleges jointly with their Official Head for depositing Provident Fund Money.

iv) 

Associations, clubs or similar other non-trading institutions.

v)

Societies registered under the Societies Registration act.

vi)

Regimental funds of military units.

vii)
 

Minor children aged 10 having an uniform signature, knowing English or a regional language, subject to an upper ceiling.

viii)

Companies, corporations, firms, trustees, liquidators etc., subject to some restrictions.

Current Accounts

Accounts are opened in the names of a person(s), Firm or Joint Stock Company, Clubs, Associations, Societies (Not limited) and Banks subject to their agreeing to comply with the Rules and Regulations of the Bank. Accounts are also opened in the names of two or more persons to be operated upon jointly/severally as per agreed terms.

HOW TO OPEN AN ACCOUNT ?

a) According to the nature and type of account to be opened, submit the Bank's printed application form duly completed along with Partnership Letters, Joint Hindu Family Letters, Letters of Authority to operate the accounts, and copies of Partnership Deeds, Memorandum and Articles of Association of Companies and Rules of Association and Societies’ Bye-laws, etc. as applicable.

b) Furnish photographs of all account holders opening accounts/account holders who are authorised to operate such accounts.

c) Furnish Proof of Identity & Proof of Residence.

d) All accounts are to be introduced to the Bank by :

i)

 An existing account holder who is maintaining a satisfactorily conducted account, or

ii)

 A confirmed member of the staff having put in at least 5 years of service in the Bank,  or

iii)

 Respectable members of the area and/or community,  or

iv)

Identification by Senior Government servants/Executives of reputed Companies.

 

 

The discretion to accept the introduction offered, is vested with the Bank.

 

In all cases, the introducer must mention the length of acquaintance with the prospective account-holder. Introduction must be on the account-opening form itself.

 

e) Indicate clearly the mode of operation in the application form viz. the account to be operated singly/jointly/severally.

FACILITIES OFFERED

i) Cheque books are issued to account-holders, subject to Bank's rules with regard to minimum balance, and imposition of penalty on non-maintenance of minimum balance.

ii) Statements of account showing the details of transactions are issued periodically. Similarly, Savings Bank passbooks are up-dated periodically.
 

iii) Accounts can be transferred from one branch to another branch of the Bank, free of charge; on request.

iv) Request, duly signed by all account-holders for substitution / addition/ deletion of names in deposit accounts, are acceptable.

v) Your deposit receipts can be kept under Safe custody.

vi) Securities and Shares are accepted for safe custody and collection of interest / dividends etc.

vii) The Bank allows renewal of an overdue deposit of a resident from the date of maturity, if the deposit is renewed for a period of at least 30 days, beyond the actual date of renewal.

viii) The Bank undertakes periodical remittance of LIC premium, rent, interest credits etc. by accepting standing instructions for a nominal charge.

ix) Proceeds of cheques/drafts/interest warrants/dividend warrants/Bills etc. in Indian Rupees and Foreign currencies are accepted for credit of accounts for a nominal charge.
 

x) Immediate credit of out station cheques upto Rs.20,000/- per instrument for satisfactorily conducted accounts.

xi) Delays in collection of outstation cheques/bills are compensated as per existing norms.

xii) The dishonored instruments are returned to the customers immediately.

xiii) Loans / Advances are available against all types of term deposits, subject to RBI guidelines.

xiv) Premature closure of deposit accounts is permitted in case of need, with a small penalty.

xv) Transfer of Funds between offices is undertaken at nominal charges.

xvi) Different schemes for granting advances for business / personal/agricultural needs are available with the Bank.
 

NOMINATION FACILITY

The nomination facility enables the nominee of a deceased depositor/customer to seek release of the deposit amount or the articles left in Safe Custody or the contents in the Safe Deposit Lockers, as the case may be. from the Bank without producing a succession certificate or probate of the will.

Nominations are to be made in the prescribed forms which are available with the Bank. Forms for cancellation of / variation in the nomination made by the depositor/customer are also available with the Bank.

 

Nomination facility is available to:-

i.                     All deposit account holders, (Current / Savings/all types of Term deposit accounts.)

ii.                   Those with articles in Safe Custody with the Bank and

iii.                  Hirers of Safe Deposit Lockers.

 

But they should be maintaining the above facilities with the Bank:

a) In their individual names or in joint names with other individuals.
b) As a person lawfully entitled to act on behalf of a minor, and
c) As sole proprietor.

 

Nomination can be made in favour of one individual only. Nomination can also be made in favour of a minor, provided, another individual, not being a minor, is appointed, to act on behalf of the nominee; in the event of the death of the depositor during the minority of the nominee. Change or cancellation in the nomination in the case of lockers hired by two individuals jointly, can be made only by all the locker hirers jointly.

When the nominee makes a claim of the deposits/articles kept in the safe custody/safe deposit locker, he/she has to furnish the following :-

 

a) A death certificate

b) Identity of the nominee in a claim format, establishing the claim of the nominee duly certified by: A Magistrate / Judicial Official / An Officer of the Central/State Government / An Officer of a bank / Two persons acceptable to the Bank

Articles kept in Safe Custody / Safe Deposit Locker by the deceased are handed over to the nominee duly acknowledging the receipt of the articles / contents left/kept in safe custody/ safe deposit locker, in a Form of Inventory. An inventory of articles will be taken in the presence of the nominee/person appointed on behalf of a minor nominee and two witnesses. In the case of closed covers/packets the inventory will be listed as "closed cover/packets, contents unknown".

 

 

 

TIME NORMS FOR TRANSACTIONS

The following time norms are prescribed for banking transactions. The Bank will make best efforts to adhere to these time norms, but within the constraints. In case of any difficulty or delay, you are requested to contact the Branch Manager.

1.

 

Encashment of cheques

10 minutes

2.

 

Issue of a demand draft

20 minutes

3.

 

 Issue of cheque book

10 minutes

4.

 

Receipt of Cash (for 100 pieces)

8 minutes

5.

 

Opening of an account

20 minutes

6.

 

Collection of out station cheques and other instruments, where:

 

 

i)

Both Branches are located at Metropolitan centres

7 days

 

ii)

Branches are located at Metropolitan centres and State

10 days

          Capitals/ Class I cities (other than in North eastern States)

     iii)  Branches are located at other centres                                          

14 days                                  

 

 

RANGE OF SERVICES

1. Deposits

2. Advances

(a)

Agriculture

(b)

Small Scale Industries

(c)

Small Business Finance

(d)

Trade

(e)

Government Sponsored Schemes

(f)

Export/Import Finance

(g)

Consumer Loans

(h)

Gold Loans

 (i)

Housing Loans

(j)

Against Government securities

(k)

Corporate Loans

(l)

Bill Finance

(m)

Against Bank's own fixed deposits

 

3.       Remittance facilities

 

4.       Safe custody of articles

 

5.       Safe Deposit Lockers

 

6.       Single-Window facility

 

7.       Payment of Central, State, Defence Pensions

 

8.       Government transactions

 

9.       Issue of Bank Guarantees

 

10.   Foreign Exchange Transactions

 

11.   Automated Teller Machines

 

12.   Nomination Facility

 

13.Specialised branches for Small Scale Industries & Industrial Finance.

 

 

 

 

 

 

 


 

REDRESSAL OF COMPLAINTS AND GRIEVANCES

 

PROCEDURE

 

Lodge a Complaint / grievance by placing it in the box provided for the same in the branch or ask for the complaint book to record the grievance and receive back a copy of the same or lodge the same with the branch manager who will sort out the same immediately, if possible. Otherwise he registers the complaint and acknowledges the same. The complainant can expect a reply in about two weeks time.

If no satisfactory reply is received from the branch the complainant can prefer the same to the Assistant General Manager of the Region/ Deputy General Manager of the Zone / Customer Service & Complaints Cell at Head Office. The functionaries at these offices will send a reply within 15-30 days.

Complaints can also be lodged with the Banking Ombudsman at the various centres, if the complainant does not get a reply within 60 (sixty) days from the Bank or is not satisfied with the reply received.

 

 

  

 

 OUR ORGANISATIONAL STRUCTURE

 

 Meet or  Contact us at

 Head Office- 5, Yeshwant Niwas Road, Indore (MP) 452003.

Phone: 0731 – 2530976 , 2433759 , 2549117 .


E-mail ::  cmcscd@sbindore.co.in

 

Managing Director

 Shri  Pradeep Shankar     

 

0731-2530515

Fax: 0731-2537217

Chief General Manager

Shri T.A. Padmanabhan

0731-2432172

Fax:0731-2534027

General Manager (Operations)

Shri. N. Ravichandran

0731-2433759

Fax:0731-2540422

General Manager (Treasury)

Shri. R.G. Gadkari

0731-2530049

Fax:0731-2539670

General Manager (Technology)

Shri. M. Vasantha Kumar

0731-2536092

Fax:0731-2539670

General Manager (C&I and IB)

Shri. M.C. Jacob

0731-2533766

Fax:0731-2539670

General Manager (Planning & Development)

Shri. S.K. Singh

0731-2533766

Fax:0731-2539670

General Manager (Vigilance)

Shri. R.K. Sharma

0731-2548240

Fax:0731-2532158

 

 Chief Manager,

Customer Service & Complaint Dept.
State Bank of Indore
Head office, Indore,452003.
Phone: 2530976   

 

Zonal offices

 

Indore: Deputy General Manager

Bhopal: Deputy General Manager

163, Kanchan bag, Ghiya Chambers

1, Arera Hills ,

P.B. No. 182, Indore-452005

P.B.N0.1, Bhopal-462004.

Phone: 0731 - 2528566,2524271. Fax: 0731-2527203.

E-mail: sbnizodgm@sbindore.co.in

Phone: 0755-2677802,2677809. Fax: 0755-2677803.

E-mail: sbnbzodgm@sbindore.co.in

Mumbai: Deputy General Manager

New Delhi: Deputy General Manager

Jeevan Seva Annexe Building,

S.V. Road, Santa-Cruz (West),

Mumbai – 400 054.

J.S. Plaza, 16/15, W.E.A., Karol Bagh,

New Delhi – 110 005.

 

Phone: 011 – 28757013, 28752910.

Fax: 011 – 28754013.

Phone: 022 – 26108792, 26108793.

Fax: 022 – 26108764.

E-mail: sbnmzodgm@sbindore.co.in

E-mail: sbndzodgm@sbindore.co.in