Citizen's Charter purpose is to make customers aware of his rights and responsibilities in dealing with the Bank, as also the various products and services made available by the Bank.
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.
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.
The Bank handles collection of various taxes on behalf of Govt. of India through selected designated branches.
Immediate credit of local as well as outstation cheques upto Rs.7500/- (as per RBI guidelines from time to time) is provided to the individuals (personal customers) who are maintaining satisfactory account. 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 utilised.
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 centres. 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 centre subject to depositing of the cheques/instruments in time.
NATIONAL CLEARING :
Cheques drawn on Metropolitan centres 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.
WE ALSO PROVIDE THE FOLLOWING SERVICES
- State Capital other than North Eastern States & Sikkim - 10 working days
- Other Centres - 14 working days
For quick collection of instruments (cheques) at price.
- Central's Quick Cheque Collection Service.(within 7 days)
- Cent-Express Service.(within 4 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.
- Current Accounts can be opened by individuals,partnership firms, private and public limited companies, HUFs/specified associates, societies, trusts etc.
- 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.
- The Bank requires a satisfactory introduction of the person/s opening the account by a person acceptable to the Bank.
- The Bank is required to obtain two recent photographs of the person/s opening/operating the account, as per R.B.I. directives.
- 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).
- The Bank will provide information to the prospective customers on 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.
- Minimum balance as stipulated from time to time will be required to be maintained.
- No interest is paid on credit balances kept in current account.
- Service Charges are levied for :
- Ledger folio used
- Cheque books issued
- Non-maintenance of minimum balance
- Return of cheques etc.
- 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 type of accounts.
- 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.
Central Bank of India offers following E-Payment Facilities:
- DGFT Online E-Payment
- Central Excise & Service Tax Payments
- Collection of Direct Taxes
All the branches of the Bank will exchange freely soiled/slightly mutilated currency notes and certain other types of mutilated currency notes of all denominations. The Bank's currency chest branches will exchange all categories of mutilated currency notes. Currency exchange facility is offered to the Bank's customers and others. The Bank follows RBI guidelines in this respect. RBI has permitted the banks to exchange mutilated currency notes which are genuine and where mutilations are such as not to cause suspicion or fraud.
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.
As directed by the RBI , the bank will issue duplicate demand draft upto Rs.5,000/- on the basis of adequate indemnity and without waiting for Non-Payment Advice from the drawee branch.
- Nomination facility is available for all deposit account, 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 favour of one person only. However, nomination in favour of more than one person (i.e. upto 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 favour of 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.
As directed by the RBI, the Bank will not insist on succession certificate from legal heirs irrespective of amount involved if there is no dispute among the heirs. However, the Bank may adopt such safeguards in considering settling of claims as appropriate including accepting an indemnity bond.
- Pensioners of Central and State Governments can open a separate pension account in any of our branches.
- 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 periodically.
The Banks are providing a wide range of services touching the various strata of the society. The competition amongst the Banks has brought into sharp focus the quality of service provided by the Banks and need for innovation in the service and products. While the Banks are bracing themselves to take on the challenge, the customer has always remained the centre point of business.
It is in the above background, we felt the need to revise Citizens' Charter with the purpose that the customer is made aware of his rights and responsibilities in dealing with the Bank, as also the various products and services made available by the Bank.
The Bank wishes to acknowledge the initiative taken by the Ministry of Finance, Government of India and Ministry of Administrative Reforms and Public Grievances.
For encouraging us to bring out this charter. Public Sector Banks' efforts have been supplemented by Indian Banks' Association in revising the charter.It is our wish to maintain constant consultation with our customers through Seminars,
Customer Meets, etc. to evaluate, improve and widen the range of service to customers. However, customers are requested to keep us informed of their experiences about the various services rendered by the Bank.
Your comments and suggestions to improve this charter are always welcome.
Chairperson & Managing Director
Common Practices followed by Our Branches
| Citizens' Charter Note
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 salient information on various services/facilities are given in this booklet on each service. Detailed terms and conditions can be available on request from the Branch.
For further details/ information, visit or write to our branch offices, or Central Office.
- 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, loan & advances 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 upto a specified limit subject to certain conditions, as advised by RBI from time to time.
- 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.
- The non-cash transactions will be carried out by our branches till one hour before the close of office hours.
Level - I:
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 customer, the matter may be taken up with the Regional Manager/Zonal Manager concerned.
Level - II:
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. The Nodal Officer may be contacted at following address:
Shri. S. Dasgupta General Manager (Operations Department, Central Office)
Level - III:
After exhausting all the above machinery/channels, if the customer is not satisfied, he/ she may write to Chairman & Managing Director of the Bank and even after this, not satisfied he/ she is free to take recourse to the following:
- Directorate of Public Grievances, Govt. of India, Cabinet Secretariat, Sansad Marg, New Delhi.,/
- The Banking Ombudsman located in State Capitals under RBI Ombudsman Scheme, 1995. Addresses of Banking Ombudsman are given on the next pages.
- The District Consumer Forum under Consumer Protection Act, 1985.
Anonymous complaints will not be entertained.
For Contact Details of Banking Ombudsman: Visit following page:
(Indian Bank's Association)
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 :
- A locker may be hired by an individual ( not minor), firms, limited companies, specified associations and societies etc.
- Nomination facility is available to individual hirer of Safe Deposit Locker.
- Loss of key should be immediately informed to the Branch.
- Lockers 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.
- With standing instruction, the rent may be paid from the deposit account of the hirer.
- The Bank will hire locker only to properly introduced persons.
- The 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.
- The locker can be surrendered by the hirers as indicated in Memorandum of Letting.
Common Areas of Customer - Banker Relationship
- 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.
- 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).
- 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.
- The Bank requires a satisfactory introduction of the person/s opening the account by a person acceptable to the Bank.
- The Bank is required to obtain two recent photographs of the person/s opening the account, as per R.B.I. directives.
- 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.
- The Bank will provide information to the prospective customers on 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.
- 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. Click Here to view the Interest paid in this account.
- Cheques , dividend warrants drawn in the name of account holder/s will only be collected through this account.Financial Instruments endorsed in favour of the account holder/s will not be collected through savings bank account.
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.
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 bank or any other third party.
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-a-vis your requirement.
Term Deposit accounts can be opened by individuals, partnership firms, private and public limited companies, HUFs/specified associates etc.
- 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.
- The Bank requires a satisfactory introduction of the person/s opening the account by a person acceptable to the Bank
- The Bank is required to obtain two recent photographs of the person/s opening the account as per R.B.I. directives.
- 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.
- The Bank will provide information to the prospective customers on details of the documents required for identification of the person 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 licence or passport etc.
- 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 29 days.
- Generally loans/overdrafts against deposits are allowed except on Certificates of Deposit. Such loans are sanctioned by charging interest at rates directed by RBI from time to time or as prescribed by the Bank.
- 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.
- 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.
- Interest on overdue deposit is paid if the deposit is renewed,as decided by the Bank from time to time.
- Interest on bank deposits is exempt from income tax upto a limit specified by Income Tax authorities from time to time.
- 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.
- The depositor may furnish declaration in Form No.15 H preferably at the commencement of the Financial Year for receiving interest on deposits without deduction of tax.
- The Bank will issue TDS Certificate for the tax deducted.
As directed by the RBI, the bank 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.
- Approvals to be granted by the Branch Managers - within 30 days of receipt of loan application
- Approvals to be granted by the Regional /Zonal Managers - within 45 days of receipt of loan application.
- Approvals to be granted by the Head Office - within 90 days of receipt of loan application.
|For Cash Payment
||5 to 8 Minutes
||8 to 15 Minutes
|Receipt of Cash
||10 to 20 Minutes
|For issuance of Demand Draft/Travelers' Cheque/ Fixed Deposit Receipt.
||15 to 25 Minutes
|Payment of Demand Drafts
||10 to 20 Minutes
|Payment of Fixed Deposit Receipts
||15 to 20 Minutes
|Opening of an Account
||20 to 25 Minutes
|Retirement of Bills
||20 to 30 Minutes
|Updation of Pass Books
||5 to 15 Minutes
|Statement of Accounts
||Within 5 to 7 days from the due date
|Collection of Cheques
||2 to 3 Days
||10 to 14 Days