Communication Link
11.1 Please make sure you let us know as soon as
possible when you change your:
• name
•
address
• phone
number or
•
e-mail address [if this is how we communicate with you].
Checking your account
11.2 We recommend that you check your statement or
passbook or credit card statement regularly. If there is an entry,
which seems to be wrong, you should tell us as soon as possible so
that we can sort it out.
11.3 If we need to investigate a transaction on your
account you should co-operate with us and the police or any other
authority, if we need to involve them.
Taking care
11.4 Taking care of your cheques, passbook, cards,
PINs and other security information is essential to help prevent
fraud and protect your accounts. Please make sure that you follow
the advice given below:
• Do
not keep your cheque book and cards together
• Do
not keep the blank cheque leaves signed
• Do
not allow anyone else to use your card, PIN, password or other
security information
• If
you change your PIN you should choose your new PIN carefully
•
Always learn your PIN, password and other security information, and
destroy the notice as soon as you receive it
• Never
write down or record your PIN, password or other security
information
•
Always take reasonable steps to keep your card safe in your personal
custody and your PIN, password and other security information secret
at all times
• Keep
your card receipts safe and dispose them of carefully
• Never
give your account details password or other security information to
anyone unless you know who they are and why they need
them.
11.5
If you send a cheque through the post, it will help to prevent
fraud if you clearly write the name of the person you are paying the
cheque to. Write such cheques with carbon on the reverse to avoid
chemical alterations.
• if
you are paying a cheque into a bank account, always write on the
cheque the name of the account holder [ABC Bank Account - XYZ]. You
should draw a line through unused space on the cheque so
unauthorized person cannot add extra numbers or names.
Precautions while using internet banking facilities
11.6
Visit our internet banking site directly. Avoid accessing the
site through a link from another site and verify the domain name
displayed to avoid spoof websites.
11.7 Ignore any e-mail asking for your password or
PIN.
11.8 We advise you not to use cyber cafés to access
our internet banking site.
11.9 We advise you to update your PC with latest
anti-virus software regularly. A suitable firewall installed in a
computer to protect your PC and its contents from outsiders on the
internet would be an added security measure.
What
to do if you lose your chequebook, passbook, or card, or if someone
else knows your PIN
11.10 It is essential
that you tell us as soon as you can if you suspect or discover that:
• your
cheque book, passbook, card has been lost or stolen or
•
someone else knows your PIN, password or other security
information.
11.11 The best way of telling us about the loss will
usually be by phone, using the numbers we have given you, or by
e-mail to the address we have given you for this purpose.
Alternatively, you may send a written communication to us
immediately.
Canceling payments
11.12 If you want to
cancel a payment or series of payments you have authorised, you
should do the following:
• To
stop payment of a cheque or cancel standing instruction given, you
must tell us in writing
• To
cancel a direct debit, you can either tell the originator of the
direct debit or tell us. We recommend you do both. It may not be
possible to cancel payments if you do not give enough notice of your
decision to cancel. Liability for Losses
11.13 If you act fraudulently, you will be responsible
for all losses on your account. If you act without reasonable care,
and this causes losses, you may be responsible for them. [This may
apply if you do not follow section 11.4.]
11.14 Unless you have acted fraudulently or without
reasonable care, your liability for the misuse of your card will be
limited as indicated by us while issuing the card.
12. LOANS AND ADVANCES
12.1 Before we lend you any money or increase your
overdraft, credit card limit or other borrowing, we will assess
whether we feel you will be able to repay it.
12.2 If we offer you an overdraft, or an increase in
your existing overdraft limit, we will tell you if your overdraft is
repayable on demand or otherwise.
12.3 Wherever possible, reasons for rejection of loans
will be conveyed to you.
13. FURTHER
ASSISTANCE
Complaints / Grievances and Feedback / Suggestions
Internal procedures
13.1 If you want to make a complaint, we will tell you
how to do this and what to do if you are not happy about the
outcome. Our staff will help you with any questions you have.
13.2 Within two weeks of receiving your complaint, we
will send you a written acknowledgement.
13.3 After examining the matter, we will send you our
final or other response within eight weeks and will tell you how to
take your complaint further if you are still not satisfied.
Banking Ombudsman Service and other avenues for redressal
13.4 Within 60 days of lodging a complaint with us, if
you do not get a satisfactory response from us and you wish to
pursue other avenues for redressal of grievances, you may approach
Banking Ombudsman appointed by Reserve Bank of India under Banking
Ombudsman Scheme 2002. Details of Banking Ombudsman are displayed in
the branch notice boards. Our staff would explain the procedure in
this regard.
Feedback and Suggestions
13.5 Please provide feedback on our services. Your
suggestions will help us to improve our services.
14 MONITORING
14.1 We have a
‘Nodal Officer’ to ensure compliance of the Code. Our internal
auditing procedures make sure we meet the Code.
Standing Committee to Monitor the Code
14.2 A Standing Committee consisting of a panel of
three reputed persons with banking background will monitor
“Bankers’ Fair Practice Code”. The Standing Committee will
operate from the office of Indian Banks’ Association
15. MORE INFORMATION ABOUT
THE CODE
15.1 If you have any
enquiries about this Code, you may contact the Indian Banks’
Association Stadium House,
Block II & III
Veer Nariman Road, Mumbai 400 020
Tel. No. 022-22844999 Fax : 022-22835638
Email: ibastadium@vsnl.net Website: www.iba.org.in
or
Contact to our Nodal Officer -
Assistant General Manager (Compliance)
State Bank of Bikaner & Jaipur
Head Office,Tilak Marg, Jaipur-302 005
Telephone No. : 0141-5101596 Fax No. :
0141-2227667
Email : agmcompliance@sbbj.co.in website : www.sbbjbank.com
15.2 We will have notices in all our branches and on
websites explaining that copies of the Code are available and how
you can get one and we will make copy available to you on request
15.3 You can get a copy of this Code from the website
of Indian Banks’ Association [www.iba.org.in]
