Introduction

This Airtel Payments Bank's Fair Practices Code, consists of sets the standards or practices, which, the bank will follow while dealing with individual customers. It provides protection to customers and explains how bank is expected to deal with customers in their day-to-day operations. This code contains such practices and commitments prescribed in Code of Bank's Commitment to Customers issued by Banking Codes and Standards Boards of India (BCSBI).

This code does not replace or supersede regulatory or supervisory instructions issued by Reserve Bank of India (RBI). The bank will comply with such instructions/directions issued by RBI from time to time. This code represents best practices voluntarily agreed by the bank to its customers.

The endeavour of the bank is to adopt higher standards of banking practices to extend better customer service and achieve higher levels of customer satisfaction.

Objectives of the Code

The objectives of the code, interalia, include promoting good and fair banking practices; increasing transparency; achieving higher operating standards; and promoting a fair and cordial relationship between the customer and the bank.

Application of the Code

This code applies to all the products and services listed below, whether they are provided at its branches or business correspondents or agents acting on behalf of the bank, whether across the counter, over the phone, by post, through interactive electronic devices, on the internet or by any other method.

• Current accounts, savings accounts
• Payment services such as remittances by way of RTGS, NEFT, IMPS etc.
• Third party insurance and investment products marketed through the bank's branches and I or authorised representatives or agents;
• Card products such as virtual debits cards, wallet services etc.

Key Commitments

i.  The bank will act fairly and reasonably in all its dealings with the customers by:

• Providing banking facilities such as receipt and payment of cash etc. at the bank's counter and access points.
• Meeting the commitments and standards set in this code, for the products and services offered by it and in the procedures and practices followed by the bank.
• Making sure the products and services meet relevant laws and regulations in letter and spirit and are appropriate to the needs of the customer. 
• Ensuring that the bank's dealings with the customer rest on ethical principles of integrity and transparency.
• Operating secure and reliable banking and payment systems.

ii. To help the customer to fully understand the bank's financial products and services work by: 

• Giving the customer information about such products in appropriate language understandable to the customer.
• Ensuring that the bank's advertising and promotional literature is clear and not misleading.
• Ensuring that the customer is given clear information about its products and services, the terms and conditions and the interest rates/ service charges applicable to them.
• Giving the customer information on the facilities provided and how customer can avail of these and whom and how customer may contact for addressing his/her queries.

iii. To help the customer to use his/her account or service by:

• Providing regular appropriate updates.
• Keeping the customer informed about changes in the interest rates, charges or terms and conditions.
• Displaying in branches/website/access points, the services provided by the bank, Minimum balance requirement, if any, for Savings Bank Accounts and Current Accounts and the charges for non-maintenance thereof.
• Name of the Principal Nodal Officer o be approached if the grievance is not redressed within the reasonable time.
• Displaying on the bank's website about its policies on deposits, grievance Redressal , compensation, name and contact details of the Banking Ombudsman to be approached in case the grievance is not redressed by the bank within the reasonable time as stipulated in the Banking Ombudsman Scheme.
• To deal quickly and sympathetically with things that go wrong by: 
• Correcting mistakes promptly and cancelling any bank charges that the bank apply by mistake and compensate the customer for any financial loss the customer may have incurred due to the bank's mistake, in terms of its compensation policy.
• Telling the customer about the escalation matrix if the customer is still not satisfied.
• Providing suitable alternative avenues to alleviate problems arising out of technological failures.

To Treat all the Customer Personal Information as Private and Confidential

The bank will treat all the customer personal information as private and confidential subject to matters mentioned in para No. 15 below.

To Publicize the Code

The bank will make available this code on its website; ensure that its staff are trained to provide relevant information about the code; and take other steps to increase awareness of the customers about the code and its provisions.

To Adopt and Practice a Non - discrimination Policy

The bank will not discriminate the customer on the basis of age, race, gender, marital status, religion, disability or financial status.

Information - transparency

The customer can get information on interest rates, fees and charges through its website, designated staff/help desk/agents.

General Information

The bank will:

• Give the customer information on the types of products and services it offers and those that may suit the customer's needs.
• Give the customer clear information explaining the key features of the services and products including applicable interest rates, fees and charges through various channels.
• Tell the customer what Know Your Customer (KYC) information the bank need from the customer to prove the customer identity and address, for the bank to comply with legal, regulatory and internal policy requirements.
• Give the customer information on the customers' rights and responsibilities especially regarding availing of nomination facility offered on deposit accounts.

Do Not Call Service

The bank will not transmit to the customer any unsolicited commercial information if the customer have registered with the 'Do Not Call Registry' of the bank or with the 'National Do Not Call Registry' directly or through any other mode. However, this will not apply to receipt of information regarding the customer's account statements and other important advices and information including alerts relating to transactions on the customer's account as also the products and services the customer are currently availing.

Tariff Schedule: Fees and Charges

• The bank will ensure that its fees and service charges for various services are approved by the bank's Board or any competent authority duly authorized by the Board to take decisions in this regard and that they would be reasonable and non-discriminatory for similar class of customers.
• The bank will place the Tariff Schedule on its website, make a copy available at every access points and ensure the charges are levied in an upfront manner with due notification to the customers.
• The bank will also provide the customer, information about the penalties/charges that the bank can levy in case of non-observance /violation of any of the terms and conditions governing the product/ services chosen by the customer.

Changes in Fees & Charges

If any change in any fee or charge or if the bank introduce a new fee or charge, it will be notified through statements of accounts, e-mail, MS alerts etc., one month prior to the revised charges becoming effective . This information will also be made available on the bank's website.

Terms and Conditions

The bank will provide the customer the relevant terms and conditions for the products/services the customer have asked the bank to provide in plain and simple language.

Changes to Terms and Conditions

The bank will inform the customer of changes in terms and conditions one month prior to the revised terms and conditions becoming effective through letter, statements of account, SMS, e­ mail ,website etc. The bank will give the customer, on request, a copy of the new terms and conditions.

If the bank have made any change without notice, the same will be notified within 30 days.

If such change is to the customer's disadvantage, the customer may within 60 days of the notice, may choose to close the account or switch to any other eligible account without having to pay revised charge or interest, as the case may be.

Privacy and Confidentiality

The bank will treat all the customer's personal information as private and confidential (even when the customer is no longer a customer). The bank will not reveal personal information or data relating to the customers' accounts, whether provided by the customer or otherwise , to anyone, including other companies /entities in the group, other than in the following exceptional cases:

• If the bank has to give the information by law or if required by the banking regulator.
• If there is a duty cast upon the bank to reveal the information.
• If the bank's interests require it to give the information (for example, to prevent fraud) but it will not use this as a reason for giving information to anyone else, including other companies within the group, for marketing purposes.
• If the customer authorize the bank to reveal the information.
• If the bank is requested to give a banker's reference about the customer, the bank will need the customers' written permission before giving such reference.

Advertising, Marketing and Sales

• The bank will make sure that its advertising and promotional material is clear, and not misleading.
• If the bank avail of the services of third parties for providing support services, it will ensure that the third parties handle the customers' personal information (if available to such third parties) with the same degree of confidentiality and security as it would.
• The bank, may, from time to time, communicate to the customer various features of its products availed by the customer by e-mail, SMS or over the telephone. Information about other products or promotional offers in respect of the bank's products/services will be conveyed to the customer only if the customer have not registered for the 'Do Not Call' facility.
• In the event of receipt of any complaint from the customer that the bank's representative or courier has engaged in any improper conduct or acted in violation of this code, it shall take appropriate steps to investigate and to handle the complaint and to make good the loss as per the bank's compensation policy.

Complaints, Grievances and Feedback

• The bank in a transparent manner redress the grievance of the customer. Customers will be notified on how to make a complaint; where a complaint can be made; to whom a complaint can be made; when to expect a reply; whom to approach for redressal; escalation matrix; what to do if the grievance is not satisfied to his/her fullest satisfaction etc.
• The bank's front office including the access points will help the customer with any questions the customer have. 
• The bank will endeavor to give the customer an acknowledgement/ a response within a week. If the customers' complaint is relayed over phone at its designated telephone helpdesk or customer service number, the bank will provide the customer a complaint reference number and keep the customer informed of the progress within a reasonable period of time.
• After examining the matter, the bank will send the customer bank's final response or explain why the bank need more time to respond and shall endeavour to do so within 30 days of receipt of the complaint.
• Within 30 days of lodging a complaint with the bank, if the customer do not get a satisfactory response from the bank and the customer wish to pursue other avenues for redressal of grievances, the customer may approach Banking Ombudsman appointed by Reserve Bank of India under the Banking Ombudsman Scheme. The bank would explain the procedure in this regard.
• The bank will display the Banking Ombudsman Scheme on its website. A copy will be made available on request at a nominal charge.

Customers' Meetings

The bank shall endeavor to organize meetings of customers at periodic intervals as a regular channel for exchange of ideas and suggestions.