The document outlines a code of customer rights for banking practices, emphasizing fair treatment, transparency, privacy, and a grievance redressal mechanism. It highlights the importance of micro and small enterprises (MSMEs) in the economy and details the obligations of banks towards these entities, including the lending process and the role of the banking ombudsman. Furthermore, it provides instructions on how customers can lodge complaints against banks and the limitations on compensation and appeal processes.

1. BCSBI & BANKING
OMBUDSMAN
SHRUTI
MOHIT
MRUNMAYEE
SAYALI
RONAK
PRITI

2. INTRODUCTION
This is a Code of Customer Rights, which sets minimum
standards of banking practices we will follow as a member of
BCSBI while dealing with individual customers. It provides
protection to customers and explains how a member bank is
required to deal with customers in its day-to-day operations

3. OBJECTIVES
The Code has been developed to :
• Promote fair banking practices
• Increase transparency
• Achieve higher operating standards
• Promote a fair and cordial relationship
• Foster confidence in the banking system
• Promote safe and fair customer dealing
• Increase awareness of customers

4. CODE OF BANK’S COMMITMENT
TO CUSTOMERS
This is a Code of Customer Rights, which sets minimum
standards of banking practices, we will follow as a member of
BCSBI, while dealing with individual customers. It provides
protection to customers and explains how a member bank is
required to deal with customers in its day-to-day operations.

5. RIGHT TO FAIR TREATMENT
1. Minimum banking facilities of receipt and payment.
2.Meeting the standards and commitment for the product and
services
3. Relevant laws
4. Ethical principles
5.Offering digital banking
6. Training staff
7. No discrimination

6. RIGHT TO FAIR
DEALING,TRANSPARENCY AND
HONESTY
• Timely and adequate information
• Advertising and Promotional literature is clear and not
misleading.
• Do Not Call service and Interest rate
• Tariff schedule
• Complete information through SMS,print media etc.
• Displaying information in our branch and website our policies
• Create awareness of the code among customers

7. RIGHT TO SUITABILITY
We will offer you product appropriate to your needs and based
on an assessment of your financial circumstances.

8. RIGHT TO PRIVACY AND
CONFIDENTIALITY
1. Personal information as private and confidential
Exceptions:
a)CICs-Loans,unsecured loans, credit card etc.
b)Information required by law or regulator.
c)Authorised by us
d)Banker’s reference
e)To prevent fraud
2. Marketing purpose
3. Information collected other than KYC

9. RIGHT TO GRIEVANCE
REDRESSAL AND FORUM
1. Correcting our mistakes promptly
2. Handling complaints
3. Guidances
4. Problem arising out of technological failures

10. It is generally understood as the framework of rules, relationships,
systems and processes within and by which authority is exercised
and controlled in corporations.
CORPORATE GOVERNANCE

11. NEED FOR CORPORATE
GOVERNANCE
• Rights and equitable treatment of share holders
• Role and responsibilities of the board
• Integrity and ethical behavior
• Corporate Scams or Scandals
• Globalization

12. CORPORATE GOVERNANCE
PILLARS

15. THE MICRO, SMALL AND MEDIUM
ENTERPRISES DEVELOPMENT
ACT, 2006
No. 27 oF 2006
[16thJune, 2006.]
An Act to provide for facilitating the promotion and development
and enhancing the competitiveness of micro, small and medium
enterprises iiDd for matters connected therewith or incidental
thereto.

16. Classification of MSMEs

17. • Micro, Small and Medium Enterprises (MSMEs) are often hailed
as the pillars of Indian economy.
• MSMEs areProviding employment to nearly 312 lakh people
through about 128 lakh units, located in both the rural and urban
areas across the country.
Why MSMEs are important?
Manufacturing Sector:39%
MSMEs
Others
Export:33%
MSMEs
Others

18. Code Of Bank’s Commitment To
Micro And Small Enterprises
It provides protection to you and explains how banks are expected
to deal with you in your day-to-day operations and in times of
financial difficulties
Objectives of Code
a. To give a positive thrust
b. To promote good and fair banking practices
c. To increase transparency
d. To improve our understanding of your business through
effective
communication.
e. To encourage market forces, through competition, to achieve
higher
operating standards.
f. To ensure timely and quick response to your banking needs.
g. To foster confidence in the banking system.

19. LENDING
• Credit Guarantee Fund Trust for Micro and Small Enterprises
which is extended by eligible banks and is popularly known as
CGTMSE guarantee scheme for MSEs
• Reality: Most of the MSMEs crib that bank officials very rarely
talk about the scheme

21. Code for loan application
Acknowledge, in writing, the receipt of your loan application,
whether submitted manually or online, indicating therein the time
frame within which the application will be disposed of.
ICICI InstaOD:
ICICI Bank has launched instant overdraft ‘InstaOD’ facility for
MSME. Customers can get overdraft facility up to Rs 15 lakh for
a year anytime, anywhere using the bank’s Internet and mobile
banking app. the new facility will avail the facility without visiting
a branch and submitting physical documents.

24. What is Banking Ombudsman?

25. Introduction
• Meaning of Banking Ombudsman?
• Appointment of banking ombudsman
• Number of banking ombudsman’s till date
• Banks covered under the Banking Ombudsman Scheme, 2006
1.Commercial banks
2.RRB’s
• Scheduled Primary co-operative Bank
An inexpensive forum

26. Grounds of
Complaint
Non-
adherence to
prescribed
working hours
Failure/delay
in providing
Banking
facilities
Complaints
from NRI in
relation to
remittances
Refusal to
open deposit
Accounts
Levying of
charges
without prior
notice
Instructions of
RBI on ATM or
Credit card
operations
Non-
disbursement/de
lay in
disburement of
pension
Delay in
Accepting
Payment
towards taxes
Forced Closure
of deposit
Account
Refusal to
close/Delay in
closing the
Account
Non-Payment
or Delay in
Payment

27. Complaint in respect to loans and
advances
Non-observance of
Reserve Bank
Directives on
interest rates
Delays in sanction or
non-observance for
disposal of loan
applications
Non-acceptance of
application for loans
without giving valid
reasons
Non-observance of
Reserve Bank
guidelines on
recovery agents by
banks
Non-observance of
any other instruction
specified by the RBI

28. When and where can one file a
complaint?
When:-
• No reply is received from the bank within one month
• Bank rejects the complaint
• The customer is not satisfied by the reply given by the Bank.
Where:-
• Complaint can be filed at the office of the Banking
Ombudsman
• Complaint related to credit cards and other type of services

29. Steps for lodging a Complaint
• The complaint has to be made within one year
• The complain can be given on a plain sheet of
paper

30. Comparative chart of complaints
handled by BO

31. Powers of the Banking Ombudsman
• Issue general powers of Superintendence.
• Control over the office .
• To incur expenditure on behalf of the office. In order to
exercise such power, the Banking Ombudsman will draw up
an annual budget for his office in consultation with Reserve
Bank and shall exercise the powers of expenditure within the
approved budget. The Reserve Bank will indicate the share of
expenditure to be borne by the concerned banks.
• The Banking Ombudsman shall send to the Governor,
Reserve Bank, by 31st May every year, a report containing a
general review of the activities of his Office during the
preceding financial year.
• Authority of each Banking Ombudsman extends to the
territorial limits entailed by the Reserve Bank of India.

32. When will one's complaint not be
considered by the Banking
Ombudsman?
• The complaint to Banking Ombudsman is made after the
lapse of more than one year and one month from the date of
complaint made to the bank.
• The subject matter of the complaint is pending for disposal /
has already been dealt with at any other forum like court of
law, consumer court etc.
• Frivolous (not having any serious purpose or value) or
vexatious (causing trouble) complaints.
• The institution complained against is not covered under the
scheme.
• If the complaint is for the same subject matter that was
settled through the office of the Banking Ombudsman in any
previous proceedings.

33. Rejection of Complaint
• The Banking Ombudsman may reject a complaint at any
stage if it appears that the complaint made to them is:
• Not on the grounds of complaint mentioned above.
• Requires consideration of elaborate documents and oral
evidence.
• The complaint is without any sufficient cause.
• The complaint that it is not pursued by the complainant with
reasonable diligence.
• There is no loss or damage or inconvenience caused to the
complainant.

34. Limits of Compensation
• The amount, if any, to be paid by the bank to the complainant
by way of compensation for any loss suffered by the
complainant is limited to the amount arising directly out of the
act or omission of the bank or ₹ 20 lakhs, whichever is lower.
• The Ombudsman may choose to award the compensation,
not exceeding Rs 1 lakh, to the complainant for mental agony
and harassment.

35. Legal Route
• If you are not happy with the settlement offered by the
Ombudsman, you can file an appeal before the Appellate
Authority within 30 days.
• The Appellate Authority in this case is the Deputy Governor of
the RBI.
• Alternatively, you can approach consumer redressal forums,
which take up bank-related complaints, or even the courts.

36. BANKING OMBUDSMAN COMPLAINT FORM
(TO BE FILLED UP BY THE COMPLAINANT)
To: The Banking Ombudsman Place of BO’s office…………………………..
Dear Sir, Sub: Complaint against …………………….(Name of the bank’s branch) of
…………………………………………………………………………………(Name of the Bank)
Details of the complaint are as under:
1. Name of the Complainant …………………..
2. Full Address of the Complainant ……………………………………………………………… Pin
Code ……………….. Phone No/ Fax No. .…………………… Email …………………….
3. Complaint against (Name and full address of the branch/bank) ………………………….
Pin Code ……………………. Phone No. / Fax No. …………………….
4. Particulars of Bank or Credit card Account (If any)
…………………………………………………………………………
5. (a) Date of representation already made by the complainant to the bank (Please enclose a
copy of the representation) ……………………….
(b) Whether any reminder was sent by the complainant? YES/NO ( Please enclose a copy of
the reminder ) ……………………….
6. Subject matter of the complaint (Please refer to Clause 8 of the Scheme)
…………………………………………………………………………………………
7. Details of the complaint: (If space is not sufficient, please enclose separate sheet)
………………………………………………………………………………………………
8. Whether any reply (Within a period of one month after the bank concerned received the
representation) has been received from the bank? Yes/ No ( if yes, please enclose a copy of
the reply )

37. 9. Nature of Relief sought from the Banking Ombudsman
……………………………………………………………………………… ( Please enclose a copy of documentary
proof, if any, in support of your claim )
10. Nature and extent of monetary loss, if any, claimed by the complainant by way of compensation (please
refer to clauses 12 (5) & 12 (6) of the Scheme) Rs.……………….
11. List of documents enclosed: (Please enclose a copy of all the documents )
12. Declaration: (i) I/ We, the complainant/s herein declare that: a) the information furnished herein above is
true and correct; and b) I/We have not concealed or misrepresented any fact stated in the above columns
and in the documents submitted herewith.
(ii) The complaint is filed before expiry of period of one year reckoned in accordance with the provisions of
Clause 9(3)(a) and (b) of the Scheme.
(iii) The subject matter of the present complaint has never been brought before the Office of the Banking
Ombudsman by me/ us or by any of the parties concerned with the subject matter to the best of my/ our
knowledge.
(iv) The subject matter of the present complaint has not been decided by/pending with any
forum/court/arbitrator.
(v) I/We authorise the bank to disclose any such information/ documents furnished by us to the Banking
Ombudsman and disclosure whereof in the opinion of the Banking Ombudsman is necessary and is required
for redressal of our complaint.
(vi) I/We have noted the contents of the Banking Ombudsman Scheme, 2006.
Yours faithfully, (Signature of Complainant)
NOMINATION – (If the complainant wants to nominate his representative to appear and make submissions
on his behalf before the Banking Ombudsman or to the Office of the Banking Ombudsman, the following
declaration should be submitted.)
I/We the above named complainant/s hereby nominate Shri/Smt………………………………………….. who is
not an Advocate and whose address is
……………………………………………………………………………………………………………… ………
……… as my/our REPRESENTATIVE in all proceedings of this complaint and confirm that any statement,
acceptance or rejection made by him/her shall be binding on me/us. He/She has signed below in my
presence.
ACCEPTED
(Signature of Representative) (Signature of Complainant) Note: If submitted online, the complaint need not
be signed.

38. THANK YOU