Development Credit Bank (DCB) is one of the emerging private sector banks in India and provides to its customers, an extensive range of products. The Bank has recently launched several value added initiatives and intends to be known as one of the country’s preferred and profitable retail banks. DCB aims to provide a comprehensive suite of best-in-class products for specific market segments in chosen locations.

The ability of the banking industry to achieve socio-economic objectives and financial inclusion depends upon its product offerings and willingness to reach out and serve the less privileged.  DCB has always offered low-cost deposit products and met the credit needs of small and medium businesses in select regions.  The recent Micro Finance Initiative of DCB is one more step towards bringing more and more people in the banking fold.

A need was felt by us at DCB that in order to become more customer friendly, the Bank should come out with charter of its services for the customers. This document is made on lines of Model Citizen’s Charter published by Indian Bank’s Association (IBA) and in keeping with the Code of Bank’s Commitment to Customers formulated by Banking Codes and Standards Board of India (BCSBI) and voluntarily adopted by us.  It also takes into account RBI directives issued from time to time in the areas of customer service.

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

Managing Director & CEO
Date: 11th March, 2008

N O T E S:

Information given in this document is subject to change/revision.

Only key information on various services/facilities is given in this document. Each service has its own detailed terms and conditions, which can be made available on request.

For further details/information, visit our website www.dcbl.com or write to us at customercare@dcbl.com.

• 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 per our Cheque Collection Policy
• Accord immediate credit in respect of outstation upto Rs.15000/- subject to certain conditions, as per our Cheque Collection Policy.
• Provide information on how to redress grievances.
• Display name, address and contact details of Code Compliance Officer (as required by BCSBI) as well as Nodal Officer dealing with customer grievances/complaints.
  
  

Customers are advised to

• Ensure safe custody of cheque book, pass book and debit/ATM card.
• Preferably use reverse carbon while writing a cheque and/or affix cheque protecting tapes on amount and payee name.
• As far as possible, issue crossed/account payee cheques.
• Check the details of the cheque, viz. , 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 in the account on the day cheque is issued; maintain minimum balance as specified by the Bank.
• Send cheques and other financial instruments by Registered Post or by a reputed / secured courier service.
• Get pass book updated from time to time.
• Use nomination facility.
• Keep key and password for Safe Deposit Locker facility secured
• Not to disclose passwords for use of Debit/ATM Card, Phone Banking, Net Banking, etc.
• Keep us updated of the personal information like address, phone numbers, email IDs, occupation, income profile, etc.
• Inform loss of pay order, demand draft, fixed deposit receipt, cheque leave (s)/book, key of locker, pass book, debit or ATM card, etc., immediately to the Branch or our 24x7 Customer Care Centre, as advised to you from time to time.
• Avail standing instructions facility for repeat transactions.
• Provide feedback on our services and bring any deficiency in services to the notice of the branch or call our 24x7 Customer Care Centre.
• Pay interest, loan instalments, locker rent and other dues on time.
• Avail services such as Phone Banking, Mobile Banking, Net Banking, Debit Card, ATM, ECS, NEFT, RTGS etc.
• Not to sign blank cheque/s. So also do not record your specimen signature either on pass book or on cheque book.
• Not to introduce any person to the Bank who is not personally known to you for the purpose of opening account.
• Comply with Know Your Customer (KYC), Permanent Account Number (PAN) Card or such other regulatory requirements as may be communicated to you from time to time to keep your account operational.
• Ensure your accounts do not turn inactive / dormant

SAVINGS BANK ACCOUNT

Savings Bank 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 or through ATM/Debit Cards. It helps the customers to keep minimum cash balances at home besides earning interest.

The Savings Bank Accounts from DCB offers you a unique banking experience through innovative features and world-class services.  It provides you with a host of benefits to take care of all your banking needs and offers choices to suit different needs, budgets and  financial requirements.  For more information on DCB’s Savings Bank offerings, please refer Savings Accounts on our website.

These accounts can be opened by eligible person/s and certain organisations/agencies, as approved by the Reserve Bank of India (RBI) from time to time. To know more about our policy on opening and operations in the account, please refer DCB’s Policy on Bank Deposits

Each variant of DCB’s Savings Account offers an array of benefits and services.  DCB levies Service Charges & Fees for certain facilities offered to Savings Account Holders.  For complete list of benefits, free services and charges/fees, please refer Schedule of Benefits & Charges displayed on our website and at our branches.

CURRENT ACCOUNTS

Current Accounts are aimed at businesses to facilitate their financial transactions in a secured and convenient style.  Current Accounts can be opened by individuals, sole proprietorship concerns, partnership firms, private and public limited companies, Hindu Undivided Families (HUFs) / associations, societies, trusts, etc.

The Current Accounts from DCB bring you a world of banking privileges to provide you ease of transactions and help you manage your money effectively and efficiently.  It simplifies your business and financial requirements and provides you a host of benefits designed to meet all your business needs.  You can choose from the range of Current Account variants to suit your specific business needs.  For more information on DCB’s Current Account offerings, please refer Current Accounts on our website.

Our policy on opening and operations in the Current Accounts is outlined in DCB’s Policy on Bank Deposits available on website and at the branches.

Each variant of DCB’s Current Account offers an array of benefits and services.  DCB levies Service Charges & Fees for certain facilities offered to Current Account Holders.  For complete list of benefits, free services and charges/fees, please refer Schedule of Benefits & Charges displayed on our website and at our branches.

TERM DEPOSIT ACCOUNTS

DCB offers a comprehensive range of Term Deposit products with tenures ranging from a minimum of 14 days to a maximum of 5 years. Our deposit products offer a combination of convenience, flexibility, liquidity and attractive returns. We offer various options to the customers to receive interest on Term Deposits on monthly, quarterly, half-yearly basis or facility where principal and interest is paid together as one lumpsum on maturity. For more information on DCB’s Term Deposit products, please refer Term Deposit on our website.

We offer attractive rates of interest on Term Deposits depending upon the amount of deposit, period, etc.  We also offer special rates of interest to Senior Citizens.  To know our current rates of interest please refer Rates on our website.  You may also call our 24x7 Call Centre or visit our nearest branch for any further details you may require in this regard.  The interest rates of Term Deposits are subject to revision

With a view to ensuring that the Customers continue earn interest on the Term Deposits, we automatically renew them for the same period as existing Term Deposits at the prevailing rates of interest.  Customers are however, free to give us specific instructions for dealing with the maturity proceeds which can be changed by them anytime before the date of maturity.

Term Deposit accounts can be opened by individuals, sole proprietorship concerns, partnership firms, private and public limited companies, HUFs, associations, societies, clubs, trusts, etc.  Our policy on opening and operations in the Term Deposit Accounts is outlined in DCB’s Policy on Bank Deposits available on website and at the branches.

NON-RESIDENT ACCOUNTS

DCB offers a wide range of banking products to Non-Resident Indians (NRIs) with services that match the best-in-class.  For more details please refer to NRI Accounts on our website.

TRADE FINANCE

The Bank operates trade finance business in decentralized environment at 10 branches in 8 cities namely, Ahmedabad, Bangalore, Chennai, Delhi, Hyderabad, Kolkata, Mumbai (3 branches) and Pune.  All other Branches of the Bank are tagged to these 10 Trade Finance Units across the country for the purpose of Trade transactions.

Foreign Exchange facilities are provided to Resident as well as Non-Resident customers in all the “B” category branches.

DCB offers a host of trade finance products and foreign exchange related services, the details of which can be accessed from Trade Finance on our website.

FOREX SERVICES

DCB offers a host of foreign exchange services to residents as well as NRIs.  For more details please refer to Forex Services on our website.

SAFE DEPOSIT LOCKERS

Select branches of DCB offer Safe Deposit Locker facility.  To know more about this facility, please refer document on Lockers on our website and at our branches.

REMITTANCE SERVICES

DCB offers facility of Pay Orders and Demand Drafts drawn on its own branches.  Through Correspondent Banking tie-ups, DCB offers Demand Drafts payable at over 1000 locations across the country.

DCB also offers electronic funds transfer facility like NEFT, RTGS, SWIFT, etc.  Through third party tie-ups, DCB offers remittance facilities to NRIs for instant transfer of moneys to India.  DCB also offers travelers cheques of reputed agencies.

Demand drafts, travellers cheques, outward remittances for Rs.50,000 and above will be issued / made by the banks only by debit to the customer's account or against cheques or other instruments tendered by the customer and not against cash payment.

The Remittance Services of DCB are subject to RBI and other regulations as well as its own terms and conditions, which are available with the branches.

COLLECTION SERVICE

The Bank collects cheques and other instruments for its customers, drawn in India and abroad.  The time frame for crediting the proceeds to customer’s account is dependant on various factors.  For details and to know about know more about our Collection Service, please refer our Cheque Collection Policy available on website and at our branches.

Under its Any Branch Banking facility, customers can deposit cheques for collection at any of our branches / ATMs.

CASH DEPOSITS / WITHDRAWALS

The Bank offers cash deposit and withdrawal facility at all its branches during the banking hours.  Cash Deposits and Withdrawals can also be done under Any Branch Banking subject to certain restrictions and charges.  Also, cash deposits beyond specified limits or in small denomination in certain variants of Savings and Current Accounts attract charges.  For details please refer Schedule of Benefits & Charges on our website.

Cash transactions are subject to Income Tax and other statutory rules and regulations, including –

• Furnishing of PAN Card for cash deposits of Rs.50000/- and above
• Furnishing of PAN Card for purchase of Pay Orders / DDs / Remittances of Rs.20,000/- and above against cash
• Restrictions on payment of maturity proceeds of Term Deposits in cash.  Currently, maturity proceeds cannot be paid in cash by the Bank, if the amount, together with the existing Term Deposits of the customer exceed Rs.20000/-
• Levy of Banking Cash Transactions Tax (BCTT)

 
The Bank accepts soiled / mutilated currency notes from its customers, as per directives of RBI.

INVESTMENT / INSURANCE SERVICES

We at DCB help our customers invest wisely to achieve their financial goals through our wide range of investment products including from Term Deposits, Bonds, Insurance,  Mutual Funds, Demat Accounts and Online Trading on the bourses.

We offer select Mutual Fund Schemes to our customers after ascertaining their individual investment needs and objectives.  Through a tie-up with a Life Insurance Company, we offer excellent choices in life insurance and unit linked products, again taking into account the specific needs and objectives of protection / growth.  We also offer general insurance products with the help of a third party tie-up.

Customers can also avail facility of Demat Accounts and Online Trading Accounts with us.

More details are available on our website under Investment Services.

LOANS

DCB offers select Secured and Unsecured Loan products to Retail, Small and Medium Enterprises and to large Corporates.  Refer our website for further details.
Loans                                                                                       Corporate Banking

TREASURY

The Bank also offers Treasury Products through its state-of-the-art Treasury Division.

INDICATIVE TIME-NORMS  
For Common Banking Transactions At Branches:

The following time norms are indicative and are subject to change / variation depending upon the volumes handled by each branch / location and peak / non peak period

*conditions apply

For time norms of other transactions, please contact the nearest branch.

GRIEVANCE REDRESSAL

Please refer DCB’s Grievance Redressal Policy on our website or at our branches.

Please also refer our website for how to File Complaint with DCB and Complaints Form

Anonymous complaints will not be entertained.

March 11, 2008

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