Vision

Airtel Payments Bank will be:

A relevant banking partner to its customers.

Customer Responsive, striving at all times to collaborate with clients in providing solutions for their Banking needs.

A forerunner in the market place in terms of profitability, productivity and efficiency

Engaged with all our stakeholders and will deliver sustainable and compliant returns.

Mission

We will consistently add value to all our stakeholders and emerge as the Best in class in the chosen parameters amongst the Payments Banks.

Application of Charter

Disclaimer:  

It is not a legal document creating rights and obligations. The Citizens Charter does not by itself create new legal rights, but it surely helps in enforcing existing rights. This Charter applies to all products and services listed below whether provided by branches, subsidiaries and agents acting on behalf of the Bank, across the counter, by post, through interactive electronic devices and through technology (alternate delivery channels).

 KYC Compliance  

In order to comply with regulatory/ statutory requirements, while opening the account we will adhere to the Know Your Customer (KYC) Norms, Anti Money Laundering (AML) guidelines, satisfy ourselves about the identity of a person 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. We will also satisfy ourselves about the sources of income of the existing/ prospective customer. Customers shall also provide the desired documents as per the requirements of the Bank for updation and verification as per the periodicity of submission. Customers who undertake one time transactions like receiving / sending remittances, etc will also be required to provide KYC documents.

Products:

a)     All deposit accounts e.g. saving accounts.

“Savings deposits” means a form of demand deposit which is subject to restrictions as to the number of withdrawals as also the amounts of withdrawals permitted by the Bank during any specified period;

b)     Nomination facility is available on all deposit accounts opened by the individuals. Nomination can be made in favour of one individual only. Nomination, so made, can be changed by the account holder/s any time. Nomination can be modified by the consent of account holder. Nomination can be made in favour of a minor also. Bank recommends that all depositors avail nomination facility. The nominee, in the event of death of the depositor, would receive the balance outstanding in the account as a trustee of legal heirs. The depositor will be informed of the advantages of the nomination facility while opening a deposit account.

c)     Third party products and investment products.

d)     Card products, Debit Cards.

Services:

a)   Remittance facility to the customers by transfer through RTGS/NEFT/IMPS/UPI.

b)  Settlement of claim cases in deceased accounts.

c) Internet Banking Services

d) Mobile Banking Services

Our Commitments

(i) To act fairly and reasonably in all dealings with the customers in matters of:

a) Providing minimum banking facility of receipt and payment of cash at the Bank’s counters / access points.  

b) Meeting the commitments and standards in the Charter for the products and services offered and in the procedure and practices followed.  

c) Ensuring that products and services meet relevant laws and regulations in letter and spirit.

d) Ensuring that dealings with the customers rest on ethical principles of integrity and transparency.

e) Operating a secure and reliable banking and payment system.

f) To deal quickly and sympathetically with customer grievances arising due to errors, delays in handling of customer related issues or on account of problems arising due to technological failure.

(ii) To display on Bank’s website:

a) Banking Ombudsman (BO) Scheme 2006.

b) Our approach to Customer Care takes into account the geographic spread of branches, segments of customers. We clearly define and distinguish the features for different products and services and will indicate the target customer group. Terms and Conditions for products, interest rates and schedule of charges are subject to change and will be updated time to time.

c) The applicable schedule of charges of the Bank is available at branches / access points and displayed on our website. Customers can also avail E- statement and Internet banking to track the transactions in their accounts. Our staff / agents are trained on KYC norms to guide clients on documentation needed for various banking transactions like Account Opening, NEFT, IMPS, etc.

d) Customer Centricity - The Bank’s approach to develop “Client First Attitude” by its employees is documented and the same include aspects such as positive attitudinal change, behavior and practices, the skill gaps of employees, the process of re-engineering, the recruitment of staff for the purpose, etc. Human Resources processes of the Bank include recruitment based on the attitude of the candidate and provide for training of the staff for skills required.

e) The Bank’s Grievance Redressal policy framed to ensure the prescribed response time for every type of grievance is approved by the Board of Directors.

f) Bank has codified all its policies/operational guidelines as that would help the front-line staff to serve the customers.

g) The internal inspection / audit reports of Bank focus on customer service and the Audit Rating appropriately reflect the importance of customer service.

h) The policies on Customer Acceptance, Customer Care and Customer Severance and Customer protection are displayed on website.

Customers can approach the Bank through any of the following channels for their transactions  and queries:

· Branch- Timings vary for respective branch location.  

· Phone banking – Our phone banking services are available 24 X 7

· Net banking - Customers can access their account by accessing our internet service. Passwords to login and transact can be created by the customer basis his details and verified at the time of login.

· Email channel – Customers can write to us at wecare@airtelbank.com. An acknowledgement will be sent immediately on receipt of mail by the Bank.

Bank has a robust process for handling customer complaints and requests. On registration of requests and complaints via any of the customer service channels, customers will be communicated a query reference number which they can use to track their query.

In case of failure of resolution by the Bank at the Regional Level, customers can escalate matters to the Bank’s Nodal Officer as per

a) The Grievance Redressal Policy.

a) Deposit Policy.

c) Compensation Policy.

d) Customer Protection Policy.

(iii) To maintain privacy and confidentiality of the customers’ personal information except in the following cases:

a) Where disclosure is under compulsion of law.

b) Where there is duty to the public to disclose.

c) Where interest of the Bank requires disclosure

d) Where the disclosure is made with the express or implied consent of the customer.

However, the Bank may utilize the information for cross-selling of own products / services.

(iv) To publicize the Charter:

a) Provide the customer a copy of the Charter on request.

b) Make available this Charter on Bank’s website.

c) Ensure training to the staff to put the Charter into practice.

(v) To provide services to the customers, Bank follows the standards laid down in the Code of Bank’s Commitment to customers (BCSBI) as under:

a) Display business hours.

b) Render courteous services.

c) Display interest rates for various deposit schemes from time to time.

d) Keep customers informed about changes / modification in interest rates, charges, terms and conditions through Bank’s website.

e) Provide details of various deposit schemes/services of the Bank on the Bank’s website.

f) Display Time-Norms for various banking transactions.

g) Provide complaint register / form and / suggestion box in the branch premises

h) Display address of administrative offices as well as Nodal Officer dealing with customer grievances / complaints.

i) For account opening, the Know Your Customer (KYC) regulatory guidelines require us to seek documents for

(i) proof of identity and (ii) proof of address. (as per the KYC Master direction, July’18)

j) Open a Savings Bank account in the name of individuals.

k) The name of the payee in case of debit entries will be provided by the Bank in the Passbooks/Statement of Accounts.

(v) SETTLEMENT OF CLAIMS OF DECEASED DEPOSITORS IN DEPOSIT ACCOUNTS

 a) If the depositor has registered nomination with the bank, the balance outstanding in the account of the deceased depositor will be transferred to the account of / paid to the nominee after the Bank is satisfied about the identity of the nominee, etc.

b) In the absence of nomination and when there are no disputes among the claimants, the Bank will pay the amount outstanding in the account of the deceased person against joint application and indemnity by all legal heirs or the person mandated by the legal heirs to receive the payment on their behalf without insisting on legal documents.

Time Norms for settlement of claims

a)     Claims in respect of deceased depositors will be settled in favour of nominee in case of accounts with nominee within a period not exceeding 7 days from the date of receipt of the claim subject to the production of proof of death of the depositor and suitable identification of the claimant(s) to the Bank's satisfaction.  

b)     In the case of accounts without nominee clause the claim will be settled within 7 days from the date on which the requisite documents have been submitted.

Some clarifications regarding Provisions in Nomination Rules

The Banking Companies (Nomination) Rules, 1985 have been framed in terms of Sections 45  ZA to 45 ZF of the Banking Regulation Act, 1949.

Deposit Accounts

a) Nomination facility is intended only for individuals.

b) There cannot be more than one nominee in respect of savings account.

c) Variation/cancellation of a subsisting nomination by all the surviving depositor(s) acting together is allowed.

(vi) Remittance Services

a)    Customers may remit funds from one centre to another centre by NEFT/IMPS.

(vii) DEBIT CARD TRANSACTIONS: Customers can use Virtual debit cards to make online payments.

(viii) Mobile Banking – Banking services can be availed through mobile app banking.

(ix) SMS ALERTS : SMS alerts are sent to customers post transactions.

Account Statement in PDF format (Password Encrypted Document) is sent by e-mail.

Standard for Services

Delivery channel is Branch Office besides, Internet Banking Service, Mobile Banking etc. It is the responsibility of Branch to provide services to the customers as per standards/norms. Any query/grievance be addressed to the Branch/Call Centre.

Customers can obtain the details of the products/services from the Branch or download from Bank’s public domain website. Bank reserves the right to change /amend the terms and conditions of any Scheme/Services at any time.

Time norms for various transactions subject to submission of required documents by the customers of which an indicative list is given below:-

Expectations from Customers for Qualitative and Efficient Services

a)     Check your Statement of Account.

b)     Use nomination facility.

c)     Inform change of address to the bank.

d)     Complaint relating to deficiency of customer service should be reported within a reasonable time provided this is within the prescribed period of preservation of relevant record.

e)     Operate account regularly to maintain the status as Operative / Active. Inform Bank if you intend not to operate the account for some time.

f)      Ensure confidentiality of password and PIN.

g)     In case of loss of phone / card, notify us (Contact Centre) to take immediate steps to prevent the same from being misused. Customer shall be liable for any misuse until the time the Bank has been notified.

h)     Do not give account details, password for any other security information to anyone. Memorize personal identification number (PIN) and change it on regular basis.

i)      Do not respond to any unauthorized email/ email asking for password/ PIN.

j)      Avoid accessing Bank’s internet banking site through a link from another site or an email. Verify the domain name displayed to avoid spoof website.

k)     Do not use cyber cafés/shared PCs to access any internet banking site.

l)      Log off the PCs when not in use.

m)   As a matter of good practice, personal firewall software and antivirus software should be installed on desktop and latest available updates should be regularly downloaded. In case of doubt reconfirm by double checking the Padlock Symbol/Icon on webpage to ensure that the site is running in secure mode before any confidential/sensitive information is fed.

n)     Change banking password regularly.

o)     Always logout from internet banking before closing the window. Use virtual key board for entering internet banking login ID and Password especially when not using own PC. There might be a risk of capturing key strokes.

p)     Do not store ID/PIN in the internet explorer browser.

q)     Cooperate with us / police / any other investigating agency, for any investigation on any transaction on your account

r)      Bring any deficiency in services to the notice of the Bank

s)      Account holder is to ensure that account is not used for money laundering or for any fraudulent transaction.

Customer Education

a)     Bank will ensure full transparency to the customer in levying of various fees/ service charges and penalties.

b)     Bank has established a Customer Grievance / Assistance Centre which works in an integrated manner across channels like – branches, Contact Centre, IVR, internet and mobile.

c)     Bank will capture and track customer issues and complaints lodged by the customers.

Grievance Redressal Mechanism

In case of any complaint about our service or product, the matter may be brought to the notice of the Bank for its immediate redressal.

Feedback/complaint forms are available at branches or may be shared on our email IDs. Complaint may be submitted against acknowledgement through email.

Online Grievance Redressal System - Bank will provide for online registration of grievance on its website. The Online Grievance System would provide access to the customer also for recording the complaint, complaint status tracking and receiving response from the Bank.

In case of non redressal, you may contact the following

In case customer queries are not resolved at Customer Contact centers, they may call/write to the Principal Nodal Officer at the address/email/contact nos. provided below:

Mr. Rohit Oberoi 

Principal Nodal Officer

Airtel Payments Bank Ltd.

Email: pno@airtelbank.com

Anonymous complaints will not be entertained.

This Citizen Charter, inter-alia, provides the customers with promised time frame for various services offered by the Bank and in order to have a better perspective about the customer’s rights and obligations, the charter should be read in conjunction with the “Code of Bank’s Commitments to Customers” being adopted by the Bank and implementation of which is monitored by Banking Codes and Standards Board of India (BCSBI)