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Customer Corner » Citizen Charter
 
  Collection of Cheques


The Bank also collects local and outstation cheques and other instruments on behalf of account holder for credit to his/her current/services bank/overdraft/cash credit accounts provided the cheques/instruments are crossed and are drawn or endorsed in favour of the account holder. Third party instruments are not collected in services Bank Account.

 
  Standard Time norms for collection of cheques

  • Instrument drawn on local banks coming under Clearing House - within 3 days.
  • Outstation instrument drawn on and collected at 4 Metros (between 2 of 4 metros) namely Mumbai, Chennai, New Delhi and Calcutta - within 7 days.
  • Outstation instruments drawn on State Capital and other Centres having more than 100 bank branches, within 7 days.
  • Outstation instruments drawn on other centres/places - within 10 days.
 
  Delay in collection


In case there is delay in collection of outstation instruments beyond 7/10 days, Bank shall pay penal interest at the rate applicable for appropriate tenor of fixed deposit. For abnormal delay caused, bank shall pay penal interest at the rate of 2% above fixed deposit rate applicable for the period. All dishonored instruments are returned/dispatched to the customers within 24 hours of their receipt at the branches of the bank where they are tendered for collection.

 
  Instant Credit Facility


Instant credit will be provided on outstation cheques upto Rs.15,000/- on fulfilling prescribed requirements on single exposure basis. National Clearing Facility is available for speedy collection of outstation instruments drawn on and presented at Delhi, Mumbai, Calcutta and Chennai. Electronic Fund Transfer facility is available for transferring funds electronically at specified branches of the Bank.

 
  Demand Drafts

  1. Issue of Demand Drafts and Pay Orders: It is one of the ancillary functions of the Bank like other modes of transfer of funds/remittances like Telegraphic Transfer, extended to customers as well as non-customers.
  2. Procedure: Person intending to purchase Demand Draft shall fill up the application form available at the branch with particulars such as name and address of the beneficiary (payee) Name of the branch drawn on, name and address and account number (if any) of the person purchasing.
  3. Service Charges: The service charges stipulated by the branch from time to time are applicable. The purchaser shall fill the application for purchase of Demand Draft at the counter. The purchaser shall tender Cash/Cheque of the branch/letter of request to debit the existing account at the branch along with application form.
  4. Extent of Cash Transaction: Remittances against tender of cash shall be restricted to Rs.50,000/- at the discretion of the bank, as per RBI guidelines in force from time to time. Remittance beyond Rs.50,000/- can be made only against tendering of cheques/debit of the account at the branch.
  5. The Demand Drafts purchased shall be delivered to the purchaser against proper acknowledgement. Purchaser of a DD has no authority to countermand its payment after it has been delivered to the payee. However, the bank shall exercise caution if the purchaser of DD reports loss or theft of the instrument, if the payment have not been made already. All such intimations have to be in writing and given at the branch where the DD was purchased.
  6. A purchaser is entitled for issuance of a duplicate Draft in place of the lost instrument and the same will be subject to
    • Intimation to the Bank,
    • Confirmation by the drawee branch that the payment not already effected,
    • Execution of indemnity signed by both the payee and purchaser in the prescribed form duly stamped and
    • Payment of prevailing service charges for issuance of such duplicate instruments.
  7. Revalidation: Demand Drafts are valid for payment for six months from the date of issue. Revaluation can be made subject to the conditions laid down. Only purchaser can request for revalidation on payment of prescribed service charges.
  8. Payment of Draft: Payment of a DD is made by the branch on which the DD is drawn (Drawee branch) Payment of DD for Rs.50,000/- and above can be made only through banking channels and not in cash.
  9. Refund on cancellation of DDs: Shall be made only if the original instrument is tendered without any sign of endorsements or special crossings or negotiations having been made. All refunds are subject to establishment of proper identity of the purchaser to the satisfaction of the bank.
 
  Pension Disbursement


Senior Citizens can draw their pensions through the branches of the Bank, which are authorized to pay Civil/Defence/Railway/Freedom Fighter/Telecom/State Government Pensions. Pension is to be disbursed during the last four working days of the month except in March, when pension will be paid on the first working day of April. Pensioners are exempted from maintaining minimum prescribed balances in their pension accounts. They may also avail the services at Senior Citizens Counters at designated centres of the Bank.

 
  Exchange of Soiled/Mutilated notes


The facility for exchange of soiled notes is available at all branches.
The facility for adjudication of cut and mutilated notes is available at Identified branches and Link Branches of currency chests.
The bank is authorized to effect free exchange facilities for tendering soiled and slightly mutilated notes as per regulations of Reserve Bank of India at our Branches.

 
  Grievance Redressal


It is the endeavor of the Bank to provide the best customer service. However, in cases where customers have any difficulty or complaint they may bring the matter to the notice of the branch manager for quick redressal of their complaint. Customers and other bank users may note the following avenues available for redressal of their grievances. 

  • Oral representation to the branch official/Manager
  • Written representation to the branch Manager
  • Lodging of a complaint with the branch in the "Complaint Book" available with the Manger. Duplicate/tear-off portion to be received by the complainant as acknowledgement. Suggestion/complaint box can be used for dropping complaint.
  • Written representation to the Zonal Manager at the concerned Zonal office and or to the General Manager, Customer Service dept, Andhra Bank, Head Office, Dr. Pattabhi Bhavan, Saifabad, Hyderabad 500 004. Written complaint can be sent to Indian Bank's Association, Stadium House, 6th Floor, Block-3, Veer Nariman Road, Mumbai 400 020.
  • Written compliant can be sent to Reserve Bank of India, DBOD, Centre-1,World Trade Centre, Colaba,Mumbai 400 005.
  • Written complaint can be sent to Directorate of Public Grievances, Department of Administrative Reforms, and Public Grievances, Government of India, Sardar Patel Bhavan, Sansad Marg, New Delhi 110 001.
  • The customers grievance if remains unresolved even after 2 months of writing to the bank for redressal, the customer can also seek redressal by filing a complaint with the Banking ombudsman of the concerned state, whose name, address. In such cases, the complainant as per Ombudsman office procedure must have made atleast one representation to the bank previously and could not get the grievance redressed properly. Moreover such grievance should not be more than one year old.
  • Customer Service Centres operate in the state capitals and run jointly by the local participating banks. The Bank coordinate one Centre in Hyderabad with contact No.040-23234313 (Direct/Fax) for getting the complaints redressed pertaining to branches of public sector bank located in twin cities of Hyderabad and Secunderabad.
  • Grievance Redressal Machinery: Branch Manager, Zonal Head make themselves available to meet the customers on 15th of every month (working day) between 3.00 PM and 5.00 PM at the office. Customers can call on Chairman and Managing Director of the Bank on 15th of every month (working day) at Head Office, Hyderabad between 3.00 PM and 5.00 PM. Each branch shall constitute a customer service committee, which shall hold periodic meetings with the customers. A customer desirous of participating in such meetings may intimate to the Branch Manager.
 
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News & Events

AS A PART OF RISK MITIGATION MEASURE, DEBIT CARDS ISSUED AFTER 30-11-2013 ARE ENABLED FOR DOMESTIC TXNS ONLY. FOR FURTHER DETAILS PLEASE CONTACT OUR BRANCH.

You can now donate to Shri Saibaba Sansthan Trust, Shirdi through IMPS-Mobile Banking.

Presentation to Analysts

Our Total Income during 12M of FY’12-13 increased to Rs. 13,957 Crore, recording a growth of 14.4%.

Form 15G/15H has to be submitted afresh at the beginning of each financial year to avail exemption/concession in TDS. Quoting of PAN is mandatory for availing such exemptions/concessions.

All our Banks’ cheques are “payable at par henceforth. We request all our customers to surrender their old cheque books at their account branch and obtain CTS 2010 Standard Cheque books immediately.

We request all our customers who have issued postdated cheques for repayment of loan installments for loans availed by them to replace the old PDCs with new CTS 2010 Standard cheques.

Online Grievance Redressal System with Tracking

Online Applications for MSME and Retail Loans

Online Donations to charitable institutions through net banking

Online resetting of Internet Banking Login Password

Interbank transfer of Funds through Mobile Banking using IFSC code

Housing loans - festive offer: 100% waiver of processing charges and assured speedy processing, sanction within 5 working days.

As per RBI mandate, cash retraction facility is discontinued from our ATMs. Do not forget to collect cash before leaving ATM room.

Any customer could walk in to deposit money in any branch of the bank if the account is in any other branch of the bank to which he wants to deposit the money and there will be no charges on this for any amount

Fictitious Offers of Cheap funds from abroad - Awareness Campaign - List of Nodal Agency (Cyber Crime Cell / Economic Offence Wing)

Complain to Local Police/Cyber Crime Authorities against Fictitious Offers of Money from Abroad

PPF and SCSS schemes

Do Not fall Prey to Fictitious Offers of Funds Transfer

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