Citizen Charter

  • Display business hours.
  • Render courteous services.
  • Attend to all customers present in the banking hall at the close of business hours.
  • Offer nomination facility to all deposit accounts (i.e. account opened in individual capacity), and all safe deposit locker hirers (i.e. individual hirers).
  • Display interest rates for various deposit schemes from time to time.
  • Notify change in interest rates on advances/deposits.
  • Provide details of various deposit schemes/services of the Bank.
  • Issue Demand Drafts, Pay Orders, etc.
  • Display Time Norms for various banking transactions.
  • Pay interest for delayed credit of outstation cheques, as advised by Reserve Bank of India from time to time.
  • Accord immediate credit in respect of outstation and local cheques upto a specified limit subject to certain conditions, as advised by RBI from time to time.
  • Provide complaint/suggestion box in the branch premises.
  • Display address and telephone nos. of Head Office as well as Nodal Officer dealing with customer grievances/complaints.
  • Customers are requested to
  • Ensure safe custody of cheque book and pass book.
  • Issue crossed/account payee cheques as far as possible.
  • Check the details of the cheque, namely, date, amount in words and figures, crossing, etc., before issuing it. As far as possible, issue cheques after rounding off the amount to nearest rupee.
  • Not to issue cheque without adequate balance; maintain minimum balance as specified by the Bank.
  • Send cheques and other financial instruments by Registered Post or by courier.
  • Bring pass book while withdrawing cash from savings bank account through withdrawal slip. Get pass book updated from time to time.
  • Use nomination facility.
  • Note down account numbers, details of TDR, locker numbers, etc., separately.
  • Inform change of address, telephone number, etc., to the Branch.
  • Inform loss of demand draft, term deposit receipt, cheque leave(s)/book, key of locker, etc., immediately to the Branch.
  • Avail 'standing instructions' facility for repeat transactions.
  • Provide feedback on our services.
  • Pay interest, instalments, locker rent and other dues on time.
  • Avail services such as ATM, ECS, EFT, etc., is offered by the branch.
  • Not to sign blank cheque/s. So also do not record your specimen signature either on pass book or on cheque book.
  • Not to introduce any person who is not personally known to you for the purpose of opening account by him.
  • These accounts are designed to help the individuals (personal customers) to inculcate habit of saving and to meet their future requirement of funds. The amounts can be deposited/withdrawn from these accounts by way of cheques/withdrawal slips. It helps the customers to keep minimum cash at home besides earning interest.
  • Savings Bank accounts are very popular. These accounts can be opened by eligible person/s certain organisations and agencies (as approved by the Reserve Bank of India).
  • The account holder is required to maintain certain minimum balance in the account, as specified by the Bank from time to time and also depending on, whether account holder wants to avail the cheque book facility or not. Non-compliance of this would attract service charges. Interest at 4% p.a. is presently paid on the daily credit balance as per RBI directives.
  • Cheques/drafts/dividend warrants drawn in the name of account holder/s will only be collected through this account. Financial Instruments endorsed in favour of the account holder/s will not be collected through savings bank account.
  • Current Accounts can be opened by individuals, sole proprietorship/partnership firms, private and public limited companies, HUFs/specified associations, societies, trusts, clubs, executors, administrators and liquidators, Govt. Departments, Universities, Banks etc.
  • Minimum balance as stipulated from time to time will be required to be maintained.
  • No interest is paid on credit balances kept in current account.
  • Service charges are levied for
  • Ledger folio used
  • Cheque books issued
  • Non-maintenance of minimum balance
  • Return of cheques, etc.
  • For opening special types of current accounts like for Executors, Administrators, Trustees, liquidators etc., the Branch Manager may be contacted who will help in opening these types of accounts.
  • As per RBI directive, the applicant (i.e. account opener) should declare in the account opening form or separately that he is not enjoying any facility/facilities from any other Bank or Branch. In case he has availed any facilities he should declare full particulars thereof indicating the name of the bank and name of the branch wherefrom he has availed these facilities
  • The Bank has various deposit Schemes to suit the needs and expectations of investing people in every walk of life. Branch staff shall welcome you to seek more details and shall also be glad to assist in the area of investment in various deposit schemes vis-à-vis your requirement.
  • Term Deposit accounts can be opened by individuals, partnership firm, private and public limited companies, HUFs/specified associates, etc.
  • Premature withdrawals are allowed, unless specified otherwise, at the rate of interest applicable for the period for which the deposit has run. No interest will be paid on premature withdrawals of deposit which has remained with the Bank for less than 15 days.
  • Generally loans/overdrafts against deposits are allowed except on Long term (Subordinated) Deposits Such loans are sanctioned by charging interest at rates directed by RBI from time to time or as prescribed by the Bank.
  • Deposits are renewed by the Bank on due dates on request. As a measure of good customer service, the Bank may intimate the depositor in advance regarding date of maturity.
  • Interest on deposits is payable either monthly at discounted value or quarterly or compounded quarterly (i.e., reinvestment of interest) or on the date of maturity at the option of the depositor as applicable under particular deposit scheme.
  • Interest on overdue deposit is paid if the deposits renewed, as decided by the Bank from time to time.
  • Interest on bank deposits is exempt from income tax upto a limit specified by Income Tax authorities from time to time.
  • Presently, if the total interest on deposits, per depositor, per branch, per financial year exceeds Rs.5,000/-, the same is subject to Tax Deduction at Source (TDS) at the rates stipulated by the Income Tax Authorities.
  • The depositor may furnish declaration in Form No.15G/15H preferably at the commencement of the Financial Year for receiving interest on deposits without deduction of tax. Such form will be available with the branches.
  • The Bank will issue TDS Certificate for the tax deducted.
The facility of Safe Deposit Lockers is an ancillary service offered by the Bank. The Bank's branches offering this facility will indicate/display this information. The major aspects governing the services are:
  • A locker may be hired by an individual (not minor), firms, limited companies, specified associations, societies, etc.
  • Nomination facility is available to individual hirer of Safe Deposit Locker.
  • Loss of key should be immediately informed to the Branch.
  • Lockers are available in different sizes.
  • Lockers are rented out for a minimum period of one year. Rent is payable in advance. In case of overdue rent, the Bank will charge penalty as decided from time to time.
  • With standing instruction the rent may be paid from the deposit account of the hirer.
  • The Bank will rent locker to properly introduced persons.
  • The Bank reserves right to break open the locker if the rent is not paid inspite of giving notices as per the Bank rules and recover charges thereof.

Time-Norms For Various Banking Transactions
The following time norms, etc. are indicative only.

a. Encashment of cheque/ travelers cheque Through teller Through cashier 5 to 7 8 to 12
b. Issue of cheque book 10 to 15
c. Opening of account 10 to 15
d. Issue of Demand Draft 10 to 15
e. Payment of draft 8 to 12
f. Receipt of cash (depending upon Denominations) 10 to 20
g. Issue/payment of TDRs 10 to 15
h. Retirement of bills 15 to 20
i. Outstation cheques/ instruments 7 to 10 days
j. Collection of bills 14 to 21 days
k. Issue of duplicate draft Within 5 days from the date of completion of all formalities

Redressal of Complaints

To enable the customers to voice their grievances in respect of any deficient service or offer suggestions for improvement in customer service, "Customer Day" is observed at all the offices of the Bank across on 15th of every month (next day, if 15th is a holiday or half-day). During 3pm-5pm on this day any customer can meet senior/top executives of the Bank including Managing Director without prior appointment.

In case of any complaint, the matter may preferably be brought to the notice of the concerned branch manager for immediate redressal. If the complaint is not redressed to the satisfaction of the customer, the matter may be taken up with the Head Office.

If the complainant still feels unsatisfied with the response received, he can address his complaint to the Bank's Nodal Officer designated to deal with customers' complaints/grievances giving full details of the case.

After exhausting all the above machinery/channels, if the customer is still not satisfied, he may write to the Managing Director of the Bank and even after this, not satisfied he is free to take recourse to the following -
Directorate of Public Grievances, Govt. of India, Cabinet Secretariat, Sansad Marg, New Delhi.
The Banking Ombudsman located in State Capitals under RBI Ombudsman Scheme, 2002.
The District Consumer Forum under Consumer Protection Act, 1985.
Anonymus complaints will not be entertained.

The Managing Director
The Rajasthan Urban Co-operative Bank Ltd.,
G-20, Krishna Marg, C-Scheme,
Phone 0141-2360373, Fax 0141-2372384

Pre-requisite for opening an account (application to Savings Bank, Current Account and Term Deposit Accounts)

  • As required by law, while opening an account the Bank will satisfy itself about the identity, including verification of address, of a person(s) seeking to open an account, to assist in protecting the prospective customer (s), members of the public and itself against fraud and other misuses of the banking system.
  • The Bank requires a satisfactory introduction of the person/s opening the account by a person acceptable to the Bank.
  • The Bank is required to obtain two recent photographs of the person(s) opening the account, as per R.B.I. directives.
  • The Bank is required to obtain Permanent Account Number (PAN) or General Index Register (GIR) Number or alternatively obtain declaration in Form No.60 or 61 as per the income Tax Act (vide Section 139 A) from the person/s opening the account.
  • The Bank will provide to the prospective customers details of the documents required for identification of the person/s opening the account in addition to a satisfactory introduction. Documents normally accepted are the current gas/telephone/electricity bill, voter's identity card, driving licence, passport, PAN card, Govt./Office/Reputed Employers' ID card, etc.

Customers may remit funds from one centre to another centre by Demand Draft or Telegraphic Transfer (TT), etc., by paying specified charges as per the Bank's rules.

The customers can utilise the facility of Electronic Funds Transfer (EFT) System operated through RBI for transferring funds upto Rs.2 crores to and from at the specified centers. Demand drafts and telegraphic transfers for Rs.50,000/= and above will be issued by the Bank only by debit to the customer's account or against cheques or other instruments tendered by the purchaser and not against cash payment and on production of PAN/Declaration on Form No.60/61 as the case may be. Similarly, such payments for Rs.50, 000 and above will be made through banking channels and not in cash.

As directed by the RBI, the Bank will issue duplicate demand draft upto Rs.5,000/- on the basis of adequate indemnity and without obtaining Non-Payment Advice from the drawee branch.

As directed by the RBI, the bank will issue duplicate demand draft to the customer within a fortnight from the receipt of request. For delay in issuing duplicate draft beyond the above stipulated period, the Bank will pay interest at the rate applicable for term deposit of corresponding maturity in order to compensate the customer for such delay.

Banker's Cheques are issued for making payments locally. Issuance/payment of Banker's Cheque for Rs.50,000/- and above is to be made only through the bank account.
Validity period of Banker's Cheque is 6 months. This can be revalidated by the issuing branch on written request of the purchaser.

Immediate credit of outstation cheques upto Rs. 5,000/- as per prevailing guidelines is provided to the individuals (personal customers) who are maintaining satisfactorily conducted accounts. However, the customers will have to bear usual service charges as well as the postal charges. In the event of cheques being returned unpaid, the customer will have to pay interest for the period for which funds are utilised.

All cheques (local and outstation) deposited by the customers are cleared by the bank as follows:
  • Through Local Clearing - By third day
  • Outstation Collection - Latest by 14 days

Nomination facility is available for all deposit accounts, articles in safe custody and safe deposit vaults.

Nomination is available for accounts opened in individual capacity (i.e. single/joint accounts as well as accounts of a sole proprietary concern) only, i.e. not for accounts opened in representative capacity.

Nomination can be done in favour of one person only. However, nomination in favour of more than one person (i.e. upto 2 persons) is permissible in jointly operated locker accounts with common consent.

Nomination can be made, cancelled or amended by the account holder anytime during his/her life time. While making nomination, cancellation or amendment, witness is required and all account holders should sign the request.

Nomination can be made in favour of a minor also. For the existing accounts where nomination is not made, the account holder/s can do so by filling up the form available with the branches. Customers (new as well as existing) are advised to avail nomination facility, if they have not availed so far.

Payment of Balance In Accounts Of The Deceased Customers To Survivors/Claimants
Bank may not insist on legal representations from legal heirs subject to certain amount as per its policy from time to time. However, the Bank may adopt such safeguards in considering settlement of claims as appropriate including furnishing of indemnity bond by the heirs.

Standing Instructions
Standing instructions can be given to the Bank for Transfer/remittance of funds from one account to other account/s maintained in the same branch, any other branch of the Bank or any other bank or any other third party against payment of applicable Service Charges.

Local Clearing :
Cheques are cleared normally on the third working day, depending on the centre subject to depositing of the cheques/instruments in time.

Interest on Deposits
The Bank pays interest on deposits as per various deposit schemes. Interest rates are revised from time to time and made known to public. Revised interest rates are applicable only to the renewals and fresh deposits while existing deposits continue to get interest at the contracted rate.

Service Charges
The Bank provides various services to customers for which service charges are levied. The charges are reviewed/revised from time to time.
Service charges are levied for collection and remittance of funds, processing of loan proposals, issue of guarantees, safe custody, issue of duplicate instruments/statements, carrying out standing instructions, ledger folio charges etc. Details of service charges will be made available on request.

In case any member of the public has any suggestion/comment to offer in regard to the Citizens' Charter, he may write to the Managing Director The Rajasthan Urban Co-operative Bank Ltd., G-20, Krishna Marg, C-Scheme, Jaipur
  • Lockers are rented out for a minimum period of one year. Rent is payable in advance. In case of overdue rent, the Bank will charge penalty as decided from time to time.
  • With standing instruction the rent may be paid from the deposit account of the hirer.
  • The Bank will rent locker to properly introduced persons.
  • The Bank reserves right to break open the locker if the rent is not paid inspite of giving notices as per the Bank rules and recover charges thereof.