Document Review and Approval

Introduction

In-line with RBI guidelines and our Bank’s vision of financial inclusion and convenient banking across the country, Airtel Payments Bank has Door-Step Banking service. Bank intend to provide these services to our individual, Corporate, MSME and institutional customers, Savings/ Current and Wallet account holders. Doorstep banking services will be provided at the specific request of customer and will be chargeable as per schedule of charges defined in this document. It is solely the discretion of the bank either to accept or reject every request of the customer for extending doorstep services. Further, the terms and conditions on doorstep banking clearly specifies to the customer that it does not entail any legal or financial liability on the bank for failure to offer doorstep services under circumstances beyond its control. The services should be seen as a mere extension of banking services offered at the branch/banking access point and the liability of the bank will be the same as if the transactions were conducted at the branch.

RBI guidelines on Door Step Banking

RBI has advised banks to formulate a scheme to offer Doorstep banking vide notification no: RBI/2006-2007/262 DBOD.No.BL.BC. 59 /22.01.010 /2006-2007 dated February 21, 2007. The scheme or the Bank’s policy on Doorstep Banking has to take into account the prescribed guidelines and also the various risks and ways to mitigate the same. RBI considers this scheme as an extension of banking activity beyond the banking branch/ touch points.

The policy will be approved by the Board of the bank. The operation of the scheme will also to be reviewed by the Board of bank on a half-yearly basis, during the first year of its operation and subsequently on an annual basis. The approved policy will be uploaded to the website of Airtel Payments Bank.

2.1.  Scope of the Scheme

Doorstep banking services, is an extension to the existing Cash drop/cash collection facilities. The services is offered either at the residence or at the office of the customer. The pick up/ delivery addresses, contact person and contact details will be taken as a part of agreement. The agreement should not provide any right to the customer to claim the services at his doorstep. The agreement/ contract with the customer shall clearly specify that the bank will be responsible for the acts of omission and commission of its ‘agent’.

Any subsequent changes or addition should be mandatorily endorsed by the customer. The scheme is not be restricted to any particular client/customer or class of customers. Services Offered under the Scheme would be:

a) KYC: Home KYC, Re-KYC & Profile update.

b) Cash: Deposit, Withdrawal, AEPS & fund transfers.

c) B2B Use cases/ services like CMS (Cash Management Service) including Cash Deposit, Cash Pickup and Cash fulfilment service.

d) 3rd Party products: List of products mentioned in Board approval policy.

e) Miscellaneous services: Statement of account, AOC, Debit card , Passbook etc.

Keeping in mind the unique digital business model of Payment Banks, other services like pick up of cheques, delivery of demand drafts would be out of scope.

The above list of services is indicative & bank have right to choose services to launch. Removal & addition of services is bank’s right basis approval from Board.

2.2.  Eligible Customers

1. This policy provides the framework for Doorstep Banking services to its customers. The eligible customers will be defined as customers in whose case proper KYC procedures are conducted in line with RBI Master directions issues from time to time and potential customers/users of the Bank Services as defined in Master Circular of Customer Service.

2. Bank will also make concerted effort to provide basic banking facilities to senior citizens of more than 70 years of age and differently abled or infirm persons (having medically certified chronic illness or disability) including those who are visually impaired, at his/her doorstep. The basic banking facilities will include pick up of cash and instruments against receipt, delivery of cash against withdrawal from account, submission of Know Your Customer (KYC) documents etc mentioned in list of services.

3. Banks shall offer the doorstep banking services on pan India basis. The Board approved framework will be followed for determining the nature of branches /centers where these services will be provided mandatorily and those where it will be provided on a best effort basis.

4. Bank shall give adequate publicity to the availability of these services in its public awareness campaigns. The charges, in this regard, shall also be published on Bank’s website.

5. The customers can reach out to the Bank through available touchpoints and door step banking will be provided based on closest banking point to the customer address.

The details of the model is enumerated below:

Identification of BC agent:

Bank’s BC / CGOs will identify one or more Banking Point Agents as a pick-up or delivery agent from his/her set of Banking Point Agents. The individual will be provided basic training on the process, customer dealing and basic grooming. Training on fake note detection, soiled notes, safety and security when dealing and commuting with cash will also be provided. Only on successful completion of training, the agents will be certified to take up delivery and pick up. Online training will be done for the Banking Point agents / CGOs.

1. Transaction Process Customer shall initiate a request for doorstep banking service mentioning the amount, location and preferred time slot by calling at Customer care.

2. The Customer request will come on Call Centre and will be allocated in CRM to Banking Point / CGO.

3. Requests will be allocated to the Banking Point agent / runner basis their availability at the required location and time.

4. The agent / runner will visit the customer location and initiate a transaction on the bank’s app / portal.

5. On successful transaction and confirmation of agent in the app, the bank’s backend system will trigger a confirmation SMS to the customer’s registered mobile phone. The transaction details will also be sent through an email and can also be viewed in app/ banks’ web portal.

6. The agent / runner will leave customer location with the collected cash or Cash drop only after receipt of confirmation SMS.

Precautions to be taken while extending cash related services by the BC Distributor and agent.

The security aspects with regard to cash movement shall be the responsibility of the BC/Sub Agents till the cash is deposited at the Bank/delivered to the customer. This aspect will be factored in the agreements entered with the BC/sub agent.

Limits for Doorstep Banking for retail customers is Rs 25,000/- per transaction per day.

Limits for B2B Usecases are set as follows,

• Cash pickup is at Rs.10,00,000/- per transaction.

• Cash Fulfilment is at Rs.10,00,000/- per transaction.

• Under Cash Drop, the limit for customer model is set at Rs.49,999/- per transaction per day and the limit for Agent model is at Rs.10,00,000/- per transaction.

Any changes on the limits, exceeding the above mentioned limits should be approved by COO or CEO. End of day balances in savings and current accounts should not exceed the threshold as per licensing guidelines for payment banks prescribed by RBI.

Service Charges

All the services rendered under the 'Doorstep Banking' are subject to Commercial and Operational viability for the Bank.

The service charges will be decided on the basis of -

• Amount of cash involved (as per slabs)

• Distance from the branch and frequency

• Cost incurred in Doorstep Banking Services; and

• Overall business relationship.

Service Charges for all the services rendered under the 'Doorstep Banking' are subject to change from time to time and will be displayed on Banks website and can be approved by any 2 members from COO, CEO, and CFO.

Minimizing Risk

a) Cash delivery will be done only against valid requests raised directly to bank through authenticated digital channels / Call Centres.

b) Bank will ensure that the cash pick and drop will be from pre-registered customer address. Bank will not extend these services to any third party address.

c) Agent Identification through ID card/ OTP at the pick-up location to establish authenticity of the transaction.

d) Banks will keep in view the restrictions imposed by Section 10 (1) (b) (ii) (b) of the Banking Regulation Act, 1949, while making payments for the services outsourced.

e) Banks will scrupulously adhere to the guidelines on Managing Risks and Code of Conduct in Outsourcing of Financial Services by banks issued vide RBI circular DBOD No.BP.40/21.04.158/2006-2007 dated November 3, 2006 and ensure that the principles enumerated therein are complied with while offering Doorstep Banking services. The services will be offered only after obtaining the approval of the outsourcing committee of the bank.

Reporting to customer service committee

Bank will report the progress of door step banking to customer service committee of the board on quarterly basis.

Redressal of Grievance

a) Customer Experience team will be redressing complaints on any services rendered by the Agents/BC agent under the Doorstep Banking Scheme.

b) Bank will have a 7 working days turnaround time for any complaints regarding service quality, timing, currency shortage etc and will be handled by central cash operations team.

c) In case of any untoward incidents like robbery/ cash loot, central cash operations team will liaise with authorities and insurance companies for faster redressal and eventual credit of the proceeds to customer account.

d) The contact details of designated Grievance Redressal officer of the ‘bank’ will be available/displayed to the customers as per grievance redressal policy of the bank.

e) If a customer feels that his complaint has not been satisfactorily addressed, he will have the option to approach the Principal Nodal Officer of the bank as first point of escalation and Office of the concerned Banking Ombudsman thereafter for redressal of his grievance/s.

Review of the Policy

This policy will be reviewed half yearly in the first year and thereafter, at annual intervals. Changes, if any, necessitated by regulatory guidelines will be implemented immediately and will be incorporated in the policy at the time of annual review.