DT.

CRA-168/2012-13
MAIN:
SUB :
FILE
ANC.SER -137
28-03-2013
a
aaaa
CO: Banking Operation
Department
M 4
S -404
Policy
on
Doorstep
Banking

2013-14
Our Board at the meeting held on 16.03.2013, approved the Policy on Doorstep Ban
king of
our Bank and adopted the same for the year 2013-14. A copy of the Board approved

Doorstep Banking Policy is available in Bank Intranet under Other Policies and it
can be
accessed by clicking .
Policies .
Other Policies .
Policy on Doorstep Banking.
All Branches, Zonal Offices & Head Office Departments are advised to carry out t
heir
functions as updated in the Policy on Doorstep Banking.
M
MM.
..H
HHa
aan
nnu
uum
mma
aan
nnt
tth
hha
aa R
RRa
aao
ooA
AAs
sss
ssi
iis
sst
tta
aan
nnt
tt G
GGe
een
nne
eer
rra
aal
ll M
MMa
aan
nna
aag
gge
eer
rr (
((B
BBO
OOD
DD)
))
Policy on Doorstep Banking 2013-14
POLICY ON DOORSTEP BANKING 2013-14
INDEX
PoNo
int
Subject
1
Preamble
2
The
Scheme
2.1
Scope
of
the
Scheme
2.2
Service
Offered
under
the
Scheme
2.3
Eligible
Customers
2.4
Delivery
Channel
2.5
Limits
for
Collection
/
Delivery
of
Cash
2.6
Service
Charges
2.7
Operational
Procedure
2.8
Precautions
to
be
taken
while
extending
Cash
related
services
2.9
Role
of
Zonal
Offices
3
Minimising
Risks
4
Grievance
Redressal
Mechanism
5
Authority
for
future
amendment
to
the
Scheme
2
Policy on Doorstep Banking 2013-14
A scheme for Doorstep Banking was approved by Board at its meeting held on 23.04
.2007
and it was implemented as per the RBI guidelines. The scheme was communicated to
all
Zonal Offices on 15.05.2007.
Preamble
1.1
Till March 2005 banks were not permitted to extend any banking facilities at the

premises of their customers without obtaining permission from RBI. Subsequently,

the restriction was relaxed to a limited extent by permitting banks to provide
doorstep banking services only to Government Departments.
1.2
Accordingly, CO: CGT placed a Note to the Board on a common Scheme of Doorstep
Banking for lifting of cash and collecting credit instruments, etc. from the pre
mises of
Central and State Government Departments and the proposal was approved by our
Board in the meeting held on 07.07.2005.
1.3
Now, RBI has decided to permit banks to extend doorstep banking to all types of
customers including individuals. Though banks need not seek the permission of RB
I
for extending the Scheme, they have to follow the general principles and broad
parameters laid down by RBI in this regard (vide RBI letter No.DBOD.BL.BC.59
/22.01.010/2006-2007 dated February 21, 2007).
1.4
Banks are further advised by RBI to
i.
prepare a scheme for offering "doorstep" banking services to their customers wit
h
the approval of their Boards;
ii.
taken into account the various risks that may arise to customers directly or thr
ough
agents and take effective steps to manage the same.
iii.
Review the Scheme on a half-yearly basis, during the first year of its operation
and
subsequently on an annual basis.
2.
The Scheme
A draft Scheme was formulated and placed to TMC for discussion and approval.
The features/details of the Scheme as approved by TMC in its meeting held on 30.
3.2007
is given below.
2.1
Scope of the Scheme
2.1.1
Doorstep services shall be offered only to those customers in whose case proper
KYC procedures, as laid down in our circular GENL.03/2005-06 dt. 08.04.2005 and
subsequent circulars on the subject have been followed.
2.1.2
The services can be offered either at the residence or at the office of the cust
omer,
the address of which has been clearly and explicitly mentioned in the agreement.

3
Policy on Doorstep Banking 2013-14
2.1.3
The "Scheme" is not restricted to any particular client/customer or class of
customers.
2.2
Services Offered under the Scheme
2.2.1
Pick up of Cash
2.2.2
Pick up of Cheques and other instruments
2.2.3 Delivery of Cash / Drafts at the doorstep of individual Customers either a
gainst
Cheques received at the counter or requests received through any secure
convenient channels such as phone banking / internet banking.
2.2.4 Delivery of Cash / Drafts at the doorstep
of Corporate Customer / Government
Departments / PSUs etc., against Cheques received at the counter or requests
received through any secure convenient channel such as phone banking / Internet
banking.
2.2.5 (2.2.3) and (2.2.4) are subject to adopting technology and security standa
rds and
procedures as envisaged by RBI.
2.3
Eligible Customers
2.3.1
Corporate Customers, Government Departments, Public Sector Undertakings,
Business firms and such other establishments can avail all the above services.
Individual Customers/Natural persons can avail the first three services alone as

mentioned in Para 2.2 above.
2.4
Delivery Channel
2.4.1
Delivery of the services shall be done either through our employees or by engagi
ng
Business Facilitators/Service Providers.
2.4.2
Bank's own employees shall, normally, be used for Cash related doorstep services

and Business Facilitators/Service Providers shall be engaged for pick up and
delivery of cheques and other instruments.
2.4.3
Where the services of Business Facilitators/ Service Providers are availed, it s
hould
be ensured that the terms/parameters as set out in the Outsourcing Policy of the

Bank as approved by the Board with reference to selection of Business
Facilitators/Service Providers and payment of fee/commission, etc., are strictly

adhered to.
2.5 Limits for Collection/delivery of Cash
2.5.1
As per extant guidelines, where cash remittances are carried out, a Clerk/shroff

along with a sub-staff shall accompany the same subject to the following:
4
Policy on Doorstep Banking 2013-14
i. Where the amount involved is R
20 lakhs or below, there is no need
for an armed guard;
ii. Where the amount involved is above R
20 lakhs but not exceeding
R
50 lakhs, an armed guard should accompany the cash;
iii. Where the amount involved is above R
50 lakhs but does not
exceed R
2 crores, two armed guards should accompany such
remittances.
iv.
No cash remittance can exceed R
2 crores on any one occasion.
v.
Limit for cash transactions for individuals should not exceed
R1, 00,000/ per occasion.
2.6 Service Charges
2.6.1 All the services rendered under the 'Doorstep Banking' are subject to paym
ent of the
following minimum Service Charges, the quantum of which shall be fixed at the ti
me
of entering into the arrangement with the customer taking into account the place
of
collection/delivery and such other criteria.
2.6.2 For Cash pick up/delivery by using our staff
Amount
of
cash
Service
Charges
Cash
Handling
Charges
Conveyance
Up
to
R
20
lakhs
R
200
/
per
occasion
As
per
HO
guidelines
Actual
taxi
fare
Above
R
20
lakhs
up
to
R
50
lakhs
R
265
/
per
occasion
As
per
HO
guidelines
Actual
taxi
fare
Above
R
50
lakhs
up
to
R
2
Crores
R
330
/
per
occasion
As
per
HO
guidelines
Actual
taxi
fare
Notes
a. R
10 per Km with a minimum of R
200 is payable, if Bank's cash van is used.
b. The above charges are exclusive of service tax.
2.6.3 Instruments pick up/delivery
i.
As the nature of job is merely that of a messenger, the same may be entrusted
to reputed couriers with whom the Bank already has tie up arrangements.
ii.
For rendering the service, a flat rate of R
50 per visit to the customer's place
shall be charged.
iii. Further the actual courier charges incurred shall also be recovered from th
e
customer with service tax.
5
Policy on Doorstep Banking 2013-14
2.7
Operational Procedure
2.7.1 The customer who intends to avail the Doorstep Banking services should mak
e a
request in writing which would inter-alia contain the services opted, place of
collection/delivery, etc.
2.7.2
It is solely the discretion of the branch either to accept or reject every reque
st of the
customer for extending doorstep services.
2.7.3
Branches have to submit a proposal along with the customer's request to their Zo
nal
Head seeking approval/sanction for extension of Doorstep banking service/s to th
e
applicant.
2.7.4
The proposal should, amongst other things, contain
a. the benefits that may accrue to the branch by extending the service to that c
lient,
b. man-power position,
c. a confirmation that the routine services at the branch shall not get affected
, etc.
2.7.5
Branches shall forward the customer requests with their recommendation to their
Zonal Office. Zonal offices shall process the proposals as per norms and
communicate their decision.
2.7.6
On receipt of approval from the appropriate authority, branches have to enter in
to
an agreement with the respective customer in the prescribed format (D 115) as
approved by CO: Legal Department.
2.8 Precautions to be taken while extending cash related services
2.8.1 The
security aspects with regard to cash movement shall be governed by the
guidelines prescribed in the Manual of Instructions on Cash Handling and
Management and Security Management.
2.8.2
Before accepting a request for cash pick up/delivery, branches should ensure tha
t
proper security infrastructure is available with them to carry out the service a
s
requested by a customer.
2.8.3
In case the branch expects that the cash balance may exceed their limit by the
picked up cash, then they may also have to ensure proper arrangement for remitti
ng
the same into a currency chest on the same day.
2.8.4
The existing insurance policy, as per CO: Accounts Department already has a
clause covering collection/delivery of cash at the doorsteps of the customers.
However, CO: Accounts Department should ensure that periodical renewal of the
policy is done.
2.8.5
It should be the endeavour of the branches concerned to extend the service with
the
existing infrastructure. However, in special cases, Zonal Heads can also arrange
for
6
Policy on Doorstep Banking 2013-14
outsourcing of the same subject to the Bank's Policy and extant guidelines in th
is
regard.
2.9
Role of Zonal Offices
2.9.1
On receipt of proposals, the Zonal Head should examine the availability of
infrastructure at the branch concerned for extending the service/s requested so
that
customer complaints shall not arise on this count. The services should be
considered only to very valued customers.
2.9.2 Zonal Heads
can outsource the services (collection/delivery of both cash and
cheques/instruments) as per the outsourcing policy in vogue, after a careful ana
lysis
of the cost benefit.
2.9.3
Zonal Heads may also consider waiver or reduction in service charges provided al
l
out of pocket expenses are recovered in full. In short, the expenditure incurred

should be totally reimbursed without any loss to the bank on account of extendin
g
the doorstep services.
3.
Minimising Risks
3.1 The risks which are likely to emerge may become specifically known once the
Scheme
is put into operation. To give a specific example, if cash is to be delivered at
the
doorsteps and the person who has tendered the cheque is not available for receiv
ing,
whether the transactions should be proceeded with need to be specified. Therefor
e,
the guidelines to mitigate such risks would have to be incorporated in the agree
ment.
4.
Grievance Redressal Mechanism
4.1 CO: Customer Service Cell shall be redressing complaints on the services ren
dered by
the Agents/Business Facilitators under the Doorstep Banking Scheme.
4.2
All the Zonal Heads shall act as the designated Grievance Redressal officer of t
he
respective Zone and the General Manager in-charge of CO: Customer Service Cell
shall act as the Chief Grievance Redressal officer of the Bank.
4.3
The names and telephone numbers of these officers shall be made available to the

customers both at the branch and also on the Banks website.
5.
Authority for future amendment to the Scheme
5.1
The Chairman and Managing Director or the Executive Director of the Bank shall b
e
the authority for approving any future amendment/modification to the Scheme or t
o
withdraw the Scheme either in part or in full and also for relaxation of any of
the norms
including Service Charges.
7