Citizen Charter

The purpose of citizens’ charter is to make customer aware of his rights and responsibilities in dealing with the bank. ‘Citizen Charter’ is a document which represents a systematic effort to focus on the commitment of the organisation towards its citizens / customer in respect of standard of services, grievance redressal, courtesy and value for money.    This document highlights our banks commitments towards customer satisfaction , thus ensuring  accountability and responsibility amongst our  officials and staff.  This charter for customers  not only explains our commitment and responsibilities along with the redressal methods but also specifies  obligations on the part of customers  for healthy practices in customer banker relationship .
This is not a legal document, but it has been prepared to promote fair banking practices and to give information in respect of various activities relating to customer service.

1. We, The Ratnakar Bank Ltd. strongly believes that customer is doing us a favour by giving us an opportunity to serve him and also a satisfied customer is the most important factor for growth of our business.  Hence we follow code of fair Banking practices to provide Banking services of a high order to individual banking customers.

2. The Ratnakar Bank is a member of the Banking Codes & Standards Board of India (BCSBI) which is an independent autonomous watchdog to ensure that customers get fair treatment in their dealing with Banks.  The BCSBI has published the “Code of Bank’s Commitment to customers” which sets minimum standards of Banking practice and benchmarks in customer service for banks to follow.  This code has been adopted by our Bank and copies of these codes are available at all our branches, also it is available on our website i.e. www.theratnakarbank.com

Our staff members are also aware of the commitments contained in these documents and they faithfully implement the same.

3. The charter provides essential information on transactions relating to Savings, Current and Fixed Deposit Accounts, collections and remittances, grievance redressal etc. the detail information in this regard is available at our branches, administrative office and website of the bank .

Address of Administrative Office:

Public Relations Officer,
The Ratnakar Bank Ltd.
‘ Mahaveer ‘,
Administrative Office,
Shri Shahu Market Yard,
Kolhapur – 416 005.
Phone Nos.  0231-2653720 - 0231-2650981 to 84
e-mail: ratnakarbank@eth.net
www.theratnakarbank.com

4. Information given in this regard is subject to change /revision.  The bank will endeavour to update the information on the website when changes are made, please contact the nearest branch for the latest changes, if any.

5.  We request all our customers to keep us informed of their experiences about the customer services rendered at our branches and feel free to comment on the code and citizen charter.  It may help us to evaluate, improve and widen our range of services.

Our key commitments

1. We promise that the service to be provided at the counters of all our branches is at satisfactory level for the customers, which includes:-

a. Opening of all types of deposit accounts such as Savings Deposit, Current Deposit Account, various types of Term Deposits.  Considering the basic need of the concerned depositor, required information will be provided and account can be opened.

b. The procedure in relation to operation of these accounts will be explained and assistance will be provided, if required.

c. The customer will be kept satisfied by providing quick service & regular statements of accounts and keeping him/her informed about the changes of the interest rates, charges or terms and conditions if any from time to time.

d. We will deal quickly and sympathetically with things that go wrong by correcting mistakes, handling complaints, reversing any bank charges applied in error.

e. We will treat all information of the customers’ accounts as private and confidential, and operate secure and reliable banking and payments system.

Customer’s responsibilities / co-operation

1. Ensure safe custody of cheque book and statement of accounts.
2. Not to issue cheque without adequate balance maintain minimum balance as specified by the bank.
3. Preferably use reverse carbon while writing a cheque.
4. Use nomination facility.

 

1. Safe keep account / locker number, details of FDR account statement etc. and ensure confidentiality.
2. Keep informed to the bank about change of address, telephone numbers.
3. Inform loss of demand draft, fixed deposit receipt, cheque leave(s) book, key of locker etc. immediately to the bank.
4.  Avail standing instructions facility for repeated transactions.
5. Pay interest, installments, locker rent and other dues in time.
6. Not to sign blank cheque (s) and also do not record your specimen signature either on passbook or on cheque book.
7. Not to introduce any person who is not personally known to you for the purpose of opening account.
8. To help us to comply the “Know Your Customer (KYC)” guidelines at the time of opening account.

Your comments and suggestions to improve this charter are always welcome.