If we have to give the information by law

If there is a duty to the public to reveal the information

If our interests require us to give the information [for example, to prevent fraud] but we will not use this as a reason for giving information about you or your accounts [including your name and address] to anyone else, including other companies in our group, for marketing purposes

If you ask us to reveal the information, or if we have your permission to provide such information to our group/ associates /entities or companies when we have tie-up arrangements for providing other financial service products.

10.2 Wherever we have installed CCTV for close surveillance as part of security arrangements, the same will be indicated.

This section is all about what you can do to help prevent your accounts being misused.

Communication Link

11.1 Please make sure you let us know as soon as possible when you change your:

name

address

phone number or

e-mail address [if this is how we communicate with you].

Checking your account

11.2 We recommend that you check your statement or passbook or credit card statement regularly. If there is an entry, which seems to be wrong, you should tell us as soon as possible so that we can sort it out.

11.3 If we need to investigate a transaction on your account you should co-operate with us and the police or any other authority, if we need to involve them.

Taking care

11.4 Taking care of your cheques, passbook, cards, PINs and other security information is essential to help prevent fraud and protect your accounts. Please make sure that you follow the advice given below:

Do not keep your cheque book and cards together

Do not keep the blank cheque leaves signed

Do not allow anyone else to use your card, PIN, password or other security information

If you change your PIN you should choose your new PIN carefully

Always learn your PIN, password and other security information, and destroy the notice as soon as you receive it

Never write down or record your PIN, password or other security information

Always take reasonable steps to keep your card safe in your personal custody and your PIN, password and other security information secret at all times

Keep your card receipts safe and dispose them of carefully

Never give your account details password or other security information to anyone unless you know who they are and why they need them

11.5 If you send a cheque through the post, it will help to prevent fraud if you clearly write the name of the person you are paying the cheque to. Write such cheques with carbon on the reverse to avoid chemical alterations.

if you are paying a cheque into a bank account, always write on the cheque the name of the account holder [ABC Bank Account - XYZ]. You should draw a line through unused space on the cheque so unauthorized person cannot add extra numbers or names.

Precautions while using internet banking facilities

11.6 Visit our internet banking site directly. Avoid accessing the site through a link from another site and verify the domain name displayed to avoid spoof websites.

11.7 Ignore any e-mail asking for your password or PIN.

11.8 We advise you not to use cyber cafés to access our internet banking site.

11.9 We advise you to update your PC with latest anti-virus software regularly. A suitable firewall installed in a computer to protect your PC and its contents from outsiders on the internet would be an added security measure. What to do if you lose your chequebook, passbook, or card, or if someone else knows your PIN

11.10 It is essential that you tell us as soon as you can if you suspect or discover that:

your cheque book, passbook, card has been lost or stolen or

someone else knows your PIN, password or other security information.

11.11 The best way of telling us about the loss will usually be by phone, using the numbers we have given you, or by e-mail to the address we have given you for this purpose. Alternatively, you may send a written communication to us immediately.

Cancelling payments

11.12 If you want to cancel a payment or series of payments you have authorised, you should do the following:

To stop payment of a cheque or cancel standing instruction given, you must tell us in writing

To cancel a direct debit, you can either tell the originator of the direct debit or tell us. We recommend you do both.

It may not be possible to cancel payments if you do not give enough notice of your decision to cancel.

Liability for Losses

11.13 If you act fraudulently, you will be responsible for all losses on your account. If you act without reasonable care, and this causes losses, you may be responsible for them. [This may apply if you do not follow section 11.4.]

11.14 Unless you have acted fraudulently or without reasonable care, your liability for the misuse of your card will be limited as indicated by us while issuing the card.

12.1 Before we lend you any money or increase your overdraft, credit card limit or other borrowing, we will assess whether we feel you will be able to repay it.

12.2 If we offer you an overdraft, or an increase in your existing overdraft limit, we will tell you if your overdraft is repayable on demand or otherwise.

12.3 Wherever possible, reasons for rejection of loans will be conveyed to you.

Complaints / Grievances and Feedback / Suggestions

Internal procedures

13.1 If you want to make a complaint, we will tell you how to do this and what to do if you are not happy about the outcome. Our staff will help you with any questions you have.

13.2 Within two weeks of receiving your complaint, we will send you a written acknowledgement.

13.3 After examining the matter, we will send you our final or other response within eight weeks and will tell you how to take your complaint further if you are still not satisfied.

Banking Ombudsman Service and other avenues for redressal

13.4 Within 60 days of lodging a complaint with us, if you do not get a satisfactory response from us and you wish to pursue other avenues for redressal of grievances, you may approach Banking Ombudsman appointed by Reserve Bank of India under Banking Ombudsman Scheme 2002. Details of Banking Ombudsman are displayed in the branch notice boards. Our staff would explain the procedure in this regard.
Feedback and Suggestions

13.5 Please provide feedback on our services. Your suggestions will help us to improve our services.

14.1 We have a 'Nodal Officer' to ensure compliance of the Code. Our internal auditing procedures make sure we meet the Code.

Standing Committee to Monitor the Code

14.2 A Standing Committee consisting of a panel of three reputed persons with banking background will monitor "Bankers' Fair Practice Code". The Standing Committee will operate from the office of Indian Banks' Association.

15.1 If you have any enquiries about this Code, you may contact :

Bank of India
Star House, C-5, G Block,
Bandra-Kurla Complex,
Bandra (East), Mumbai 400051.
Phone : 56684444
Fax : 56684535
e-mail : hosms@bankofindia.co.in

15.2 We will have notices in all our branches and on websites explaining that copies of the Code are available and how you can get one and we will make copy available to you on request.

15.3 You can get a copy of this Code from the website of Bank of India [www.bankofindia.com]

These definitions explain the meaning of words and terms used in the Code. They are not precise legal or technical definitions.

ATM
An automated teller machine [ATM] or freestanding machine, which a customer can use their card in to get cash, information and other services.

Card
A general term for any plastic card which a customer may use to pay for goods and services or to withdraw cash. In this Code, it includes debit, credit, or ATM cards.

Customer
A person who has an account [including a joint account with another person or an account held as an executor or trustee, but not including the accounts of sole traders, partnerships, companies, clubs and societies] or who receives other services from a financial institution.

Originator
A company [either a retail or service organization] which collects payments from a customer's account in line with the customer's instructions.

Other security information
A selection of personal facts and information [in an order which only the customer knows], which is used for identification when using accounts.

Out-of-date [stale] cheque
A cheque, which has not been paid because the date written on the cheque is too old [normally older than six months].

Password
A word or an access Code which the customer has chosen, to allow them to use a phone or internet banking service. It is also used for identification.

PIN [personal identification number]
A confidential number, which allows customers to buy things, withdraw cash and use other electronic services offered by the bank.

Security
A word used to describe valuable items such as title deeds to houses, share certificates, life policies and so on, which represent assets used as support for a loan or other liability.

Unpaid Cheque
This is a cheque which, after being paid into the account of the person it is written out to, is returned 'unpaid' [bounced] by the financial institution whose customer issued the cheque. 


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