Frequently Asked Questions (FAQ) relating to Reserve Bank’s Instructions on Banking matters
The online portal (https://cms.rbi.org.in) enables filing of complaint in two languages i.e. Hindi and English. However, facts/description of the complaint can be typed, copied and pasted in description box, in any language for upto 2,000 characters. However, the physical and email complaints can be filed in any language.
If any person, for the purpose of obtaining for himself or any other person any title to a Government security, makes false statement then he shall be punishable with imprisonment for a term which may extend to six months, or with fine, or with both. Further, RBI may impose on any person who contravenes any provision of the G S Act, or contravenes any regulation, notification or direction issued under the G S Act, or violates the terms and conditions for opening and maintenance of SGL/CSGL account a penalty not exceeding five lakh rupees and where such contravention is a continuing one, further penalty, which may extend to five thousand rupees for every day after first day during which the contravention continues.
FAQs in respect of Relief/Savings Bonds
As mentioned above, Relief/Savings Bonds are Government securities and they are issued in the form of Stock and BLA by RBI and in the form of BLA by the Agency banks. The provisions of the G S Act and the G S Regulations also apply to them. For the convenience of the Relief/Savings Bonds holders, certain specific aspects have been elaborated here.
Macro level: RBI Spreads awareness on RB-IOS, 2021 and related matters through various means including:
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Awareness campaigns hosted with the tag line “RBI Kehta Hai” and placed on the RBI website at /en/web/rbi/rbi-kehta-hai.
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Awareness related messages placed on RBI website as well as the CMS portal. This covers cyber-crime awareness including frauds using mobile apps/ UPI/ QR codes etc.
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Awareness messages on illegal collection of deposits by unauthorized entities are hosted on Sachet portal at https://rbi.org.in/en/web/rbi/rbi-kehta-hai/sachet-portal.
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Messages broadcasted in various multimedia channels including during prime time.
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RBI has released two booklets, viz., BE(A)WARE on the common modus operandi used by fraudsters and precautions to be taken while carrying out various financial transactions, and ‘Raju and the Forty Thieves’ covering forty stories providing glimpses of various fraudulent means employed by fraudsters, and provides simple tips about Do’s and Don’ts as safeguards against such incidents.
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All banks also repeatedly send SMS/ email to their customers detailing the modus operandi of different types of frauds and the due diligence required at the customer’s end to safeguard oneself from such frauds.
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List of Do’s and Don’t is published on the RBI website as tickers.
Apart from the above, various outreaches including by Regional Offices of RBI, Centres for Financial Literacy (CFLs) and Financial Literacy Centres (FLCs), specific awareness programmes, town hall events and display of information/ messages at various public places are being regularly held through RBI Ombudsman Offices. ‘Ombudsman Speak’ too is held in the months of March and repeated in October, every year.
Considering that a large number of customer complaints emanate on account of unsuccessful or ‘failed’ transactions, RBI has issued a circular dated September 20, 2019 on Harmonisation of Turn Around Time (TAT) and customer compensation for failed transactions using authorised Payment Systems wherein the TAT is prescribed for reversing the funds in case of failed transactions. Further, the circular also prescribes a compensation mechanism if there is a delay on the part of Regulated Entity to reverse the funds. The details of the circular are available at /en/web/rbi/-/notifications/harmonisation-of-turn-around-time-tat-and-customer-compensation-for-failed-transactions-using-authorised-payment-systems-11693.
Customers must report to the bank immediately after noticing any unauthorized transactions in their accounts. Delay in reporting reduces their chance of getting the money back.
In terms of RBI circular on Limiting Liability of Customers in Unauthorised Electronic Banking Transactions dated July 06, 2017, zero liability of the customer shall arise if:
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Contributory fraud/ negligence/ deficiency is there on the part of the bank (irrespective of whether or not the transaction is reported by the customer).
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Third party breach where the deficiency lies neither with the bank nor with the customer but lies elsewhere in the system, and the customer notifies the bank within three working days of receiving the communication from the bank regarding the unauthorised transaction.
Limited Liability of a Customer
A customer shall be liable for the loss occurring due to unauthorized transactions in the following cases:
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In cases where the loss is due to negligence by a customer, such as where he/she has shared the payment credentials, the customer will bear the entire loss until the unauthorized transaction was reported to the bank. Any loss occurring after the reporting of the unauthorized transaction shall be borne by the bank.
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In cases where the responsibility for the unauthorized electronic banking transaction lies neither with the bank nor with the customer, but lies elsewhere in the system and when there is a delay (of four to seven working days after receiving the communication from the bank) on the part of the customer in notifying the bank of such a transaction, the per transaction liability of the customer shall be limited as given in the circular.
In terms of Master circular on Customer Service in Banks dated July 1, 2015 , banks are advised to have a board approved policy providing infrastructure facilities by branches by bestowing particular attention to providing adequate space, proper furniture, drinking water facilities, with specific emphasis on pensioners, senior citizens, disabled persons, etc. Further, Banks are advised to include senior citizens preferably in Branch Level Customer Service Committee.
In terms of Statement on Developmental and Regulatory Policies - October 4, 2017- Banking Facility for Senior Citizens and Differently abled Persons dated November 9, 2017 banks are required to put in place appropriate mechanism with the following specific provisions:
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Dedicated Counters/Preference to Senior Citizens, differently abled persons - Banks are advised to provide a clearly identifiable dedicated counter or a counter which provides priority to senior citizens and people who are differently abled including visually impaired persons.
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Ease of submitting Life Certificate - banks shall ensure that when a Life Certificate is submitted in any branch, including a non-home branch, of the pension paying bank, the same is updated/ uploaded promptly in CBS by the receiving branch itself, to avoid any delay in credit of pension.
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Cheque Book Facility - Banks shall not insist on physical presence of any customer including senior citizens and differently abled persons for getting cheque books.
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Automatic conversion of status of accounts - Banks are advised that a fully KYC compliant account should automatically be converted into a ‘Senior Citizen Account’ based on the date of birth available in bank’s records.
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Ease of filing Form 15G/H - Banks are advised to provide senior citizens and differently abled persons Form 15G/H once in a year (preferably in April) to enable them to submit the same, where applicable, within the stipulated time.
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Door Step Banking - banks are advised to make concerted effort to provide basic banking facilities, such as pick up of cash and instruments against receipt, delivery of cash against withdrawal from account, delivery of demand drafts, submission of Know Your Customer (KYC) documents and Life certificate at the premises/ residence of such customers.
1 Acceptance has to be furnished by the complainant within 30 days of receipt of communication of an Award
ಉತ್ತರ. ಪಿಪಿಐ ನೀಡಿಕೆದಾರರು ಔಪಚಾರಿಕ,ಸಾರ್ವಜನಿಕವಾಗಿ ಬಹಿರಂಗಪಡಿಸಿದ ಗ್ರಾಹಕರ ಕುಂದುಕೊರತೆ ಪರಿಹಾರ ದೂರಿನ ಪರಿಹಾರಕ್ಕಾಗಿ ಗ್ರಾಹಕರ ದೂರುಗಳು/ಕುಂದುಕೊರತೆಗಳನ್ನು ನಿಭಾಯಿಸಲು ನೋಡಲ್ ಅಧಿಕಾರಿಯನ್ನು ನೇಮಿಸುವುದು, ದೂರಿನ ಪರಿಹಾರಕ್ಕಾಗಿ ಎಸ್ಕಲೇಷನ್ ಮ್ಯಾಟ್ರಿಕ್ಸ್ ಹಾಗೂ ಟರ್ನ್- ಅರೌಂಡ್ -ಟೈಮ್ ಅನ್ನು ಒಳಗೊಂಡ ಸಂಸ್ಥೆಗಳ ನಿಯಮಗಳ ಚೌಕಟ್ಟನ್ನು ಜಾರಿಗೆ ತರಬೇಕು. ಸಂಸ್ಥೆಗಳ ನಿಯಮಗಳ ಚೌಕಟ್ಟಿನಲ್ಲಿ ಕನಿಷ್ಠ, ಈ ಕೆಳಗಿನವುಗಳನ್ನು ಒಳಗೊಂಡಿರಬೇಕು:
- ಪಿಪಿಐ ನೀಡಿಕೆದಾರರ ಗ್ರಾಹಕರ ರಕ್ಷಣೆ ಹಾಗೂ ಕುಂದುಕೊರತೆ ಪರಿಹಾರ ನೀತಿಯ ಮಾಹಿತಿಯನ್ನು ಸರಳ ಭಾಷೆಯಲ್ಲಿ ಪ್ರಸಾರ ಮಾಡುವುದು.
- ವೆಬ್ಸೈಟ್, ಮೊಬೈಲ್ ಆ್ಯಪ್ಗಳು, ಹಾಗೂ ಕಾರ್ಡ್ಗಳಲ್ಲಿ ಕುಂದು ಕೊರತೆ ಪರಿಹಾರಕ್ಕಾಗಿ ನೋಡಲ್ ಅಧಿಕಾರಿಗಳ ವಿವರಗಳನ್ನು ಒಳಗೊಂಡು, ಪಿಪಿಐ ನೀಡಿಕೆದಾರರ ಕಸ್ಟಮರ್ ಕೇರ್ ಸಂಪರ್ಕ ವಿವರಗಳನ್ನು ಸ್ಪಷ್ಟವಾಗಿ ತೋರಿಸುವುದು.
- ಮೇಲಿನ [ಬಿ]ನಲ್ಲಿರುವಂತೆ ಪಿಪಿಐ ನೀಡಿಕೆದಾರರ ಏಜಂಟರು ಹಾಗೂ ಕಸ್ಟಮರ್ ಕೇರ್ ಸಂಪರ್ಕವಿವರಗಳಿಂದ ಸರಿಯಾದ ಸಂಕೇತವನ್ನು ಪ್ರದರ್ಶಿಸುವುದು.
- ಗ್ರಾಹಕರಿಂದ ದೂರಿನ ಸ್ಥಿತಿಯನ್ನು ಟ್ರ್ಯಾಕ್ ಮಾಡುವ ಸೌಲಭ್ಯದೊಂದಿಗೆ ಸಲ್ಲಿಸಲಾದ ದೂರುಗಳಿಗಾಗಿ ನಿರ್ದಿಷ್ಟ ದೂರಿನ ಸಂಖ್ಯೆಗಳನ್ನು ಒದಗಿಸುವುದು.
- ಯಾವುದೇ ಗ್ರಾಹಕರ ದೂರು/ಕುಂದುಕೊರತೆಗಳನ್ನು ತಕ್ಕಸಮಯದಲ್ಲಿ, ತ್ವರಿತವಾಗಿ 48 ಗಂಟೆಗಳೊಳಗೆ ಪರಿಹರಿಸಲು ಪ್ರಾರಂಭಿಸುವುದು ಹಾಗೂ ಅಂತಹ ದೂರು/ಕುಂದುಕೊರತೆಯನ್ನು ಪಡೆದ ದಿನಾಂಕದಿಂದ 30 ದಿನಗಳ ಒಳಗೆ ಪರಿಹರಿಸುವುದು.
- ಪಿಪಿಐ ನೀಡಿಕೆದಾರರ ಅಧಿಕೃತ /ಗೊತ್ತುಪಡಿಸಿದ ಏಜಂಟರ [ಹೆಸರು, ಏಜಂಟ್ ಐಡಿ,ವಿಳಾಸ,ಸಂಪರ್ಕ ವಿವರಗಳು, ಮುಂತಾದ] ವಿವರವಾದ ಪಟ್ಟಿಯನ್ನು ಪ್ರದರ್ಶಿಸುವುದು.
- ಪಿಪಿಐಗಳಿಗೆ ಸಂಬಂಧಿಸಿದ ವೆಬ್ಸೈಟ್/ಮೊಬೈಲ್ ಆ್ಯಪ್ ನಲ್ಲಿ ಫ್ರಿಕ್ವೆಂಟ್ಲಿ ಆಸ್ಕಡ್ ಕ್ವಶ್ಚನ್ [ಎಫ್ಎಕ್ಯೂ]ಗಳಿಗೆ ಉತ್ತಗಳನ್ನು ಸಹ ಒದಗಿಸುವುದು.
ಪೇಜ್ ಕೊನೆಯದಾಗಿ ಅಪ್ಡೇಟ್ ಆದ ದಿನಾಂಕ: