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PREFACE

The ability of the banking industry to achieve the socio-economic objectives and in the process to bring more and more customers into its fold will ultimately depend on the paradigm of customer satisfaction. We strongly believe that a satisfied customer is the most invaluable asset in developing our business.

A need was felt by the KARNATAKA BANK LTD. that, in order to become more customer friendly the Bank should come out with a charter of its services for the customers. Citizens' Charter concept was considered as a base instrument to fill this need and accordingly this document was prepared. This document was made in consultation with the users and highlights KARNATAKA BANK LTD.'s commitments towards the customer satisfaction, thus ensuring accountability and responsibility amongst its officials and staff. This charter for customers not only explains our commitment and responsibilities along with the redressal methods but also specifies the obligation on the part of customers for healthy practices in customer bankers relationship.

This is not a legal document creating rights and obligations. The charter has been prepared to promote fair banking practices and to give information in respect of various activities relating to customer service.

We maintain constant consultations with our clientele through various Seminars, Customer Meets, etc., to evaluate, improve and widen the range of service to customer. However, all our customers are requested to keep us informed of their experiences about the various services rendered by the Bank and feel free to comment on this charter. We intend to bring it out in many more Regional Languages in subsequent years.

Place : Mangalore-575003
Date : 01.04.2001                                                                                                                                                      Ananthakrishna(Chairman)

NOTE

Information given in this booklet is as of DD MM YYYY, which is subject to change/revision.

This booklet should not be considered as a legal document creating rights and obligations. It is for promoting better understanding between Customer and Banker.

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, visit or write to our branch offices, or Head Office, or visit our Website. www.ktkbankltd.com

Common Practices followed by Our Branches

1. Display business hours

2. Render courteous services

3. Attend to all customers present in the banking hall at the close of business hours

4. Provide separate "Enquiry" or "May I Help You" counter at large branches

5. Offer nomination facility to all deposit accounts (i.e. account opened in individual capacity) and all safe deposit locker hires (i.e. individual hirers)

6. Display interest rates for various deposit schemes from time to time

7. Notify change in interest rates on advances

8. Provide details of various deposit schemes/services of the Bank

9. Issue Demand Drafts, Pay Orders, etc.

10. Display Time - Norms for various banking transactions

11. Pay interest for delayed credit of outstation cheques, as advised by Reserve Bank of India (RBI) from time to time

12. Accord immediate credit in respect of outstation and local cheques up to a specified limit subject to certain conditions, as advised by RBI from time to time

13. Provide complaint/suggestion box in the branch premises

14. Display address of Regional and Central offices as well as Nodal Officer dealing with customer grievances/complaints

FAIR BANKING PRACTICES  

Customers are requested to -

1. Ensure safe custody of cheque book and pass book

2. Preferably use reverse carbon while writing a cheque

3. Issue crossed/account payee cheques as far as possible

4. 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

5. Not to issue cheque without adequate balance; maintain minimum balance as specified by the Bank

6. Send cheques and other financial instruments by Registered Post or by courier 7. Bring pass book while withdrawing cash from savings bank account through withdrawal slip. Get pass book updated from time to time

8. Use nomination facility

9. Note down account numbers, details of FDR, locker numbers, etc., separately

10. Inform change of address, telephone number, etc., to the Branch

11. Inform loss of demand draft, fixed deposit receipt, cheque leaf(s)/book, key of locker, etc., immediately to the Branch

12. Avail standing instructions facility to repeat transactions

13. Provide feedback on our services

14. Pay interest, installments, locker rent and other dues on time

15. Avail services such as ATM, ECS, EFT, etc., if offered by the branch

16. Bring any deficiency in services to the notice of the branch

17. Not to sign blank cheque/s. So also do not record your specimen signature either on pass book or on cheque book

18. Not to introduce any person who is not personally known to you for the purpose of opening account

COMMON AREAS OF CUSTOMER-BANKER RELATIONSHIP SAVINGS BANK ACCOUNT .

4These 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 ·

4Savings Bank accounts are very popular. These accounts can be opened by eligible persons and certain organization/agencies (as approved by the Reserve Bank of India (RBI))

4As 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

4The Bank requires a satisfactory introduction of the person/s opening the account by a person acceptable to the Bank

4The Bank is required to obtain two recent photographs of the person/s opening the account, as per RBI directives

4The 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

4The 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 current gas/telephone/electricity bill or ration card or voter's identity card or driving license or passport, etc.

4 The account holder is required to maintain certain minimum balance in the account, as specified by the Bank from time to time, separately for computerized and non-computerized branches and also depending on, whether account holder wants to avail the cheque book facility or not. Non-compliance of this would attract service charges. Interest at 4%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/-

4Cheques, dividend warrants drawn in the name of accounts holder/s will only be collected through this account. Financial Instruments endorsed in favor of the account holder/s will not be collected through savings bank account.

CURRENT ACCOUNT

4Current Accounts can be opened by individuals, partnership firms, private and public limited companies, HUFs/specified associates, societies, trusts, etc.

4As 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

4The Bank requires a satisfactory introduction of the person/s opening the account by a person acceptable to the Bank

4The Bank is required to obtain two recent photographs of the person/s opening/operating the account, as per RBI directives

4The Bank is required to obtain Permanent Account Number (PAN) or General Index Register (GIR) Number or alternatively obtain declaration in Form No. 60 or 60 as per 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)

4The 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 current gas/telephone/electricity bill or ration card or voter's identity card or driving license or passport, etc.

4   Minimum balance as stipulated from time to time will be required to be maintained· No interest is paid on credit balances kept in current amount

4Service charges are levied for :- Ledger folio used- Cheque books issued-    Non- maintenance of minimum balance- Return of cheques, etc.

4For 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

4As 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 /    facilities he should declare full particulars thereof indicating the name of the bank    and name of the branch wherefrom he has availed these facilities

TERM DEPOSIT ACCOUNTS

Bank has tailored various deposit schemes to suit the needs and expectations of investing people in every walk of life.

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-à-vis your requirements.

Term deposit accounts can be opened by individuals, partnership firms, private and public limited companies, HUFs/specified associates, etc.·

4As 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

4The Bank requires a satisfactory introduction of the person/s opening the    account by a person acceptable to the Bank

4The Bank is required to obtain two recent photographs of the person/s    opening/operating the account, as per RBI directives

4The Bank is required to obtain Permanent Account Number (PAN) or General    Index Register (GIR) Number or alternatively obtain declaration in Form No. 60 or     as per Income Tax Act (vide Section 139 A) from the person/s opening the    account

4The 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 current    gas/telephone/electricity bill or ration card or voter's identity card or driving    license or passport, etc.

4Premature withdrawals are allowed, unless specified otherwise, at the rate of    interest applicable for the period for which the deposit has run or 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 in the Bank    for less than 15 days

4Generally 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

4Deposits 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

4Interest 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

4Interest on overdue deposit is paid if the Interest on bank deposits is exempt from income tax up to a limit specified by    Income Tax authorities from time to time · Presently, if total interest on deposits,    per depositor, per branch, per financial year exceeds Rs.2,500/-, the same is    subject to Tax Deduction at Source (TDS) at the rates stipulated by the Income    Tax Authorities

4The depositor may furnish declaration in Form No. 15H preferably at the    commencement of the Financial Year for receiving interest on deposits without    deduction of tax

4The Bank will issue TDS Certificate for the tax deducted

PAYMENT OF BALANCE IN ACCOUNTS OF THE DECEASED CUSTOMERS TO SURVIVORS/CLAIMANTS

As directed by the RBI, the banks may not insist on succession certificate from legal heirs irrespective of amount involved. However, the banks may adopt such safeguards in considering settling of claims as appropriate including accepting an indemnity bond.

Standing Instructions

Standing instructions can be given 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 bank or any other third party.

SAFE DEPOSIT LOCKERS

The facility of Safe Deposit Lockers 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:·

4 A locker may be hired by an individual (not minor), firms, limited companies,    specified associations and societies, etc.

4Nomination facility is available to individual hirer of Safe Deposit Locker · Loss of    key should be immediately informed to the Branch

4Lockers are available in different sizes · Lockers 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

4With standing instruction, the rent may be paid from the deposit account of the    hirer

4The Bank will hire locker to properly introduced persons

4The Bank reserves right to break open the locker if the rent is not paid inspite of    giving notices as per the Bank rules and recover charges thereof

ARTICLES IN SAFE CUSTODY

Articles like shares, securities, etc., can be kept in safe custody with the Bank on prescribed charges wherever such facility is offered. Large/small boxes must be locked by the customer/s and particulars must be written/painted thereon. The lock should be covered by stout cloth and sealed with the customer's seal. Relationship of Banker and customer shall be that of Bailer and Bailee.

NOMINATION

Nomination facility is available for all deposit accounts, articles in safe custody and safe deposit vaults.

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.

Nomination can be done in favor of one person only. However, nomination in favor or more than one person (i.e. up to 2 persons) is permissible in jointly operated locker accounts with common consent.

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.
Nomination can be made in favor of a minor also.

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 nomination facility, if they have not availed so far.

REMITTANCE SERVICE

Customers may remit funds from one center to another center to 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 fro Kolkatta, Chennai, Delhi and Mumbai up to Rs.5 Lacs.

Demand drafts, telegraphic transfers and travelers cheques for Rs.50,000 and above will be issued by the banks 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.

ISSUE OF DUPLICATE DEMAND DRAFT WITHOUT RECEIPT OF NON-PAYMENT ADVICE

As directed by the RBI, the banks will issue duplicate demand draft up to Rs.5,000/- on the basis of adequate indemnity and without obtaining Non-Payment Advice from the drawee branch.

TIME FRAME FOR ISSUE OF DUPLICATE DRAFT

As directed by the RBI, the banks will issue duplicate demand draft to the customer within a fortnight from the receipt of request. For delay in issuing duplicate draft beyond the above stipulated period, the banks will pay interest at the rate applicable for fixed deposit of corresponding maturity in order to compensate the customer for such delay.

CASH ORDER (i.e. PAY ORDER, BANKER'S CHEQUE)

Cash Order is issued for making payment locally
.Issue/payment of cash order for Rs.50,000/- and above is to be made only through the bank account.

Validity period of cash order is 6 months. This can be revalidated by the issuing branch on written request of the purchaser.

COLLECTION SERVICE
Immediate credit of local as well as outstation cheques up to Rs.7500/- (as per RBI guidelines from time to time) is provided to the individuals (personal customers) who are maintaining satisfactory accounts. However, the customers will have to bear usual service 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 utilized.
All cheques (local and outstation) deposited by the customers are cleared by the Bank as follows :

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 lac per instrument) are cleared on the same day.

LOCAL CLEARING: Cheques are cleared normally on the third working day, depending on the center subject to depositing of the cheques/instruments in time.

NATIONAL CLEARING: Cheques drawn on Metropolitan centers listed in national clearing are cleared in 8 days.

All cheques drawn on other centres are cleared in 14 days.

The Bank will credit the proceeds of an outstation cheque within the following time norms

4State Capital other than North Eastern States & Sikkim - 10 working days

4Other centers - 14 working days

If the Bank fails to do so, interest will be paid at the rate applicable for appropriate tenure of fixed deposit for the period of delay beyond the stipulated days mentioned above. Further, if the delay is abnormal then penal interest at the rate of 2% above fixed deposit rate applicable will also be paid.

Customers are requested to deposit their cheques within the stipulated timeframe at the branches.

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 public.

Revised interest rates are applicable only to the renewals and fresh deposits while existing deposit continue to get interest at the contracted rate.

SERVICE CHARGES

The Bank provides various services to customers for which service charges are levied. The charges are reviewed/revised from time to time.

Service charges are levied for collection and remittance of funds, processing of loan proposals, issue of guarantees, safe custody, issue of duplicate instruments/statements, ledger folio charges etc. Details of service charges will be made available on request.

TIME-NORMS FOR VARIOUS BANKING TRANSACTIONS

1. For Cash Payment a) Through teller - 3 to 8 minutes b) Through cashier - 8 to 15     minutes

2. Receipt of cash - 5 to 15 minutes

3. For issuance of demand draft/traveler cheques/fixed deposit receipt - 15 to 25     minutes

4. Payment of demand drafts - 10 to 20 minutes

5. Payment of fixed deposit receipts - 15 to 20 minutes

6. Opening of an account - 15 to 20 minutes

7. Retirement of bills - 20 to 30 minutes

8. Updation of pass books - 5 to 15 minutes

9. Statement of accounts - Within 7 days

10. Collection of cheques - Local - 2 to 3 days Outstation - 10 to 14 days

FOREIGN EXCHANGE TRANSACTIONS

4 Authorized dealer since 1977 · Maintaining Nostro Accounts in 13 major     currencies such as US Dollar, Pound Sterling, Euro, Japanese Yen etc.

4 Undertake all types of foreign exchange transactions · Provide need based     finance in the form of pre-shipment and post-shipment credit to facilitate exports

4 Encashment of foreign travelers cheques and Exchange of Foreign Currency     notes

4 Remittance facilities to students for studies abroad · Remittance facilities under     BTQ and business related foreign travels
4
 Swift connectivity to increase efficiency

NRI ACCOUNTS

To cater to the needs of our NRI customers, we have multifarious schemes, yielding high rates of interest, the details of which are highlighted below:

1. Non Resident (External) Rupee Deposit : ·
4 The flexibility of saving either in Term Deposits or savings Account

4 Account an be opened by remittances from abroad/transfer from existing     NRE/FCNR Accounts/Deposits of foreign exchange brought into India, during visit     to India

4 The freedom to repatriate your entire balance, along with interest

4 Your interest is exempt from Indian Income Tax and balance exempt from wealth     Tax

2. Non Resident (Non repatriable) Rupee Deposit : ·

4 Accounts can be opened by way of inward remittances from abroad or transfer     from existing NRE/FCNR Accounts

4 Benefit from a higher rate of interest · Deposit will be accepted for maturities of 6     months and up to 3 years
4 Accounts can be opened jointly with a resident Indian

4 Funds placed under these accounts are free from Indian Income Tax

4 The principle amount of the deposits is non-repatriable but interest earned after     1.10.1994 is fully repatriable

3. Foreign Currency Non Resident (Bank) Deposit : ·

4 The account can be opened in five currencies i.e. US Dollar, Pounds Sterling,     Japanese Yen, Euro and Deutsche Mark, for periods ranging from 6 months to 3     years

4 Principle plus interest is freely repatriable with no exchange risk, a natural hedge     against currency rate fluctuations

4 Funds places under these accounts are free from Indian Taxes

4 Interest is calculated on 360 days basis for all foreign curing deposits

4. Non Resident (Ordinary) Rupee Deposit : ·

4 The flexibility of savings either in term deposits or a saving Account

4 An ideal account for local disbursements · Deposit amounts is non-repatriable ·     Any rupee income earned in India can be credited to this account

5. Non Resident Special Rupee (NRSR) Account ·

4 Non residents can open Savings, Current or Term Deposit accounts in Rupees

4 Joint account with resident can be opened

4 Free debit and credits are allowed like resident account except for investment in     shares and securities and immovable property in India

4 Principle or accrued interest is non-repatriable

REDRESSAL OF COMPLAINTS

In case of any complaint, the matter may be first brought to the notice of concerned branch manager for immediate redressal. If the complaint is not redressed to the satisfaction of the customer, the matter may be taken up with the Regional Manager concerned.

If the complainant still feels unsatisfied with the responses received, he can address his complaint to the bank's Nodal Officer designated to deal with customers' complaints/grievances giving full details of the case.

After exhausting all the above machinery/channels, if the customer is not satisfied, he may write to Chairman of the Bank and ever after this, not satisfied he is free to take recourse to the following:

A. Directorate of Public Grievances, Govt. of India, Cabinet Secretariat, Sansad     Marg, New Delhi

B. The Banking Ombudsman located in State Capitals under RBI Ombudsman     Scheme, 1995

C. The District Consumer Forum under Consumer Protection Act, 1985

Address of the Nodal office/Regional office


Nodal Office :
CHIEF MANAGER

KARNATAKA BANK LTD
VIGILANCE CELL,HEAD OFFICE
MAHAVEERA CIRCLE, KANKANADY
MANGALORE-575 002

Regional Offices:


THE ASST. GENERAL MANGER
KARNATAKA BANK LTD.
REGIONAL OFFICE
SAVALANGA ROAD
P.B.NO. 132 SHIMOGA-577 201

Tel : 08182 - 229385 / 229423

THE ASST. GENERAL MANAGER
KARNATAKA BANK LTD.
REGIONAL OFFICE
NEW KANTHARAJEURS ROAD
KUVEMPUNAGAR
MYSORE-570 023

Tel : 0821 - 2343062

THE ASST. GENERAL MANAGER
KARNATAKA BANK LTD.
REGIONAL OFFICE
171, THAMBU CHETTY STREET
B. NO. 1878 CHENNAI-600 001

Tel :044 - 23453220 / 23453222 / 23453223

THE ASST. GENERAL MANAGER
KARNATAKA BANK LTD.
REGIONAL OFFICE
P.B.NO. 746, KODIALBAIL POST
KODIALBAIL, MANGALORE-575 003

Tel : 0824  -  2229825

THE DEPUTY GENERAL MANAGER
KARNATAKA BANK LTD.
REGIONAL OFFICE
M-13, (A), PUNJ HOUSE,
1st FLOOR, CONNAUGHT CIRCUS
NEW DELHI-110 001

Tel :011 - 23417244, 23417248
Fax: 011-23417248
e-mail: del.ro[at]ktkbank[dot]com

THE DEPUTY GENERAL MANAGER
KARNATAKA BANK LTD.
REGIONAL OFFICE
P.B.NO. 5171 MOHAN MANSION
105, KASTURBA ROAD
BANGALORE-560 001

Tel : 080 - 22955801 / 22955802 / 22955803 / 22955804  

THE ASST. GENERAL MANAGER
KARNATAKA BANK LTD.
REGIONAL OFFICE
P.B.NO. 499,CTS. 122/1082ND FLOOR,
NEELIGIN ROAD
NEW COTTON MARKET
HUBLI-590003

Tel : 0836 - 2350109/2216050

THE DEPUTY GENERAL MANAGER
KARNATAKA BANK LTD.
"THE METROPOLITAN"
PLOT NO. C26 & 27,
BANDRA KURLA COMPLEX,
BANDRA EAST,
MUMBAI - 400 051.

Tel : 022 - 26572804

THE ASST. GENERAL MANAGER
KARNATAKA BANK LTD.
REGIONAL OFFICE
1st FLOOR,8-3-1084/1,
SRINAGAR COLONY,
BANJARA HILLS,
HYDERABAD - 500 073.

Tel : 040 - 23732076

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