VISION & MISSION STATEMENT 

CORPORATE VISION OF THE BANK
We envision to emerge as a strong vibrant Bank through synchronization of human, financial 
and technological resources.
THE MISSION STATEMENT OF THE BANK
- To put in place the effective Risk Management and Internal Control System.
- To adopt and operationalise high - level technology standards.
- To strive to achieve excellence in Customer Service.
- To achieve the highest standards of transparency and accountability in the conduct of banking business.
- To adopt professional approach in effectively managing financial as well as non-financial risks.
- To maximize profitability and profits of the Bank with due compliance of prudential guidelines.
- To maximize competitive risk adjusted return on capital, through planned reduction in the average cost of funds, increased yield on advances and investments besides reduction in cost of operations.

Our Web-site address : www.psbindia.com 

As our valued customer, you enjoy the following rights from our Branches network through out the country:
1. TIME SCHEDULE

2.COMMON PRACTICES FOLLOWED BY OUR BRANCHES FOR YOUR CONVENIENCE

3. COMMON AREA OF CUSTOMER BANKER RELATIONSHIP:
(a) SAVING BANK ACCOUNT:

(b) CURRENT ACCOUNT

(C) TERM DEPOSIT ACCOUNTS :

(d) CAPITAL GAIN SCHEME - THE TAX SAVER SCHEME
Exemption of Capital Gain Tax under Section 54B, 54D, 54F and 54G of I.T. Act, 1961 is available on amount deposited under Account 'A' (Saving Deposit) and/or Account 'B' (Term Deposit) with option to keep deposit on cumulative or non-cumulative basis at Branches.

4. PAYMENT OF BALANCE IN ACCOUNTS OF THE DECEASED CUSTOMERS TO SURVIVORS / CLAIMANTS:
As directed by the RBI, we do not insist on succession certificate from legal heirs in accounts having survivorship / nominee irrespective of amount involved. 

5. 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.

6. SAFE DEPOSIT LOCKERS
The facility of Safe Deposit Lockers is an ancillary service offered by our Bank. The Branches offering this facility will indicate/display this information at a prominent place.
The major aspects governing the services are :
A locker may be hired by an individual (not minor) firms, limited companies, specified associations and societies etc. except blind persons.
Nomination facility is available to individual hirer of Safe Deposit locker.
Loss of key should be immediately informed to the Branch and customer will be charged for break-opening of the Locker.
Lockers are available in different sizes.
Lockers are rented out for a minimum period of one year as per bank's policy. 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. 
We will issue locker only to properly introduced persons.
We reserve our 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.

7. ARTICLES IN SAFE CUSTODY
Articles like shares, securities, etc., can be kept in safe custody with the Bank on prescribed charges wherever such facility is offered. Large/small boxes must be locked by the customer(s) and particulars must be written/painted thereon. The lock should be covered by stout and sealed with the customer's seal. Relationship of Banker and customer shall be that of Bailer & Bailee.

8. NOMINATION
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 varied by the account holder anytime during his/her lifetime. While making nomination, cancellation or variation, 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 form available with the Branches.
Customers (new as well as existing) are requested to avail nomination facility, if they have not availed said facility so far.

9. PENSION PAYMENTS
Pensioners of Central and State Governments can open a separate pension account in any of our Branches.
Pensioners are requested to produce the life certificate once in a year (i.e. in the month of November) to enable the Branches to pay pension without interruption/delay.
The pension will be credited by the Branch to the Pensioner's savings or current account during the last four working days of the month. The pension for the month of March will be credited on or after 1st working day of April. The pension will not be paid in cash or through a joint account. Every pensioner is required to submit life/marriage/remarriage/unemployment certificates periodically.
EXEMPTIONS: Exemptions of minimum balance, incidental charges, withdrawal of pension by withdrawal form to the pensioner's dependent are available.

10. REMITTANCE SERVICE
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 utilize the facility of Electronic Funds Transfer (EFT) System operated through RBI for transferring funds to and from Delhi, Kolkata, Chennai, Mumbai, Jaipur, Chandigarh, Kanpur, Patna, Guwahati, Ahemadabad, Bhuvneshwar, Nagpur, Hyderabad, Bangalore and Tiruvanantapuram, Upto Rs. 2 crores per remittance.
Demand Drafts, telegraphic and pay orders for Rs. 50,000/? and above will be issued by the Banks only by deposit to the Customer's account or against cheques or other instruments tendered by the purchaser and not against cash payment. Similarly such payments for Rs. 50,000/- and above will be made through banking channels and not in cash.

11. ISSUE OF DUPLICATE DEMAND DRAFT WITHOUT RECEIPT OF NON-PAYMENT ADVICE
As directed by the RBI, we will issue duplicate demand draft upto Rs. 5000/- on the basis of adequate indemnity and without obtaining Non-Payment Advice from the drawee Branch.

12. TIME FRAME FOR ISSUE OF DUPLICATE DRAFT
As directed by the RBI, we 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, we will pay interest at the rate applicable for fixed deposit of corresponding maturity in order to compensate the customer for such delay.

13. CASH ORDER (i.e. PAY ORDER, BANKER'S CHEQUE)
Cash Order is issued for making payment locally. Issue/payment of cash order for Rs. 50,000/- and above is to be made only through the Bank account.
Validity period of cash order is 3 months. This can be revalidated by the issuing Branch on written request of the purchaser at nominal service charges.

14.CHEQUE COLLECTION SERVICE

1.Policy on collection of cheques payable locally 

The Customer’s account shall be credited in respect of local cheques deposited at the counters / dropped in drop boxes within the time indicated for local clearing, on the same day when the bank’s account is credited in the clearing house. Each branch would specify its own cut-off time depending upon its working hours and distance from the clearing house. The branch shall permit usage of the shadow credit afforded to the customer accounts immediately after closure of relative return clearing, subject to usual safeguards.

2.Outstation Cheques

(i) Time frame for affording customer's Account

Cheques to be collected at State Capital in 7 days, major Metropolitan centers in 10 days and at other centers in 14 days. 

(ii) Policy of compensation on Delayed collection 

The bank will pay interest to its customers on delayed collection as applicable on saving bank deposit for the delayed period beyond the prescribed period i.e 7/10/14 days as the case may be . Such interest shall be paid without demand from the customers in all types of accounts.

(iii) Procedure for handling the dishonoured cheques or lost in transit 

In the event a cheque or an instrument accepted for collection is lost in transit or in clearing process or at the paying bank's branch, the bank shall immediately on coming to know of the loss , bring the same to the notice of account holder so that the account holder can inform the drawer to record stop payment and also take care that cheques, if any, issued by him/ her are not dishonored due to non- credit of the amount of the lost cheque / instruments. The bank would pay interest at saving bank rate if the notice of the cheque / instrument having been lost is given after the maximum prescribed period for the collection of outstation cheques i.e 7/10/14 days, as applicable. Such interest will be paid for the number of days the delay occurred in giving notice to the customer beyond these prescribed 7/10/14 days as applicable. 

3. Force Majeure 

The Bank shall not be liable to compensate customer for delayed credit if some unforeseen event (including but not limited to civil commotion , sabotage, lockout, strike or other labour disturbances , accident ,fires, natural disaster or other " Acts of GOD" , war damage to the bank's facilities or of its correspondent bank(s), absence of the usual means of communication or all types of transportation ,etc) beyond the control of the bank prevents it from performing its obligations within the specified service delivery parameters

4. Facility of Immediate credit of cheques sent for collection local and 
outstation.

The instant credit of outstation / local cheques are permitted only up to Rs. 5000/-, subject to usual safeguards as conveyed earlier for permitting such credit, which are as under :

 i)Bank should be satisfied about the proper conduct of the account of customer.

(ii)The Bank will extend the facility to all individual depositors without making a distinction about their status i.e Saving Bank , Current or Cash credit.

iii) The Bank should not lay any separate stipulation for minimum balance for extending the facility.

(iv)The facility is also to be allowed to the customers at the Bank’s Extension Counters subject to usual precautions taken by the banks.

(v)The handling charges for local cheques and outstation cheques will be as per Service Charges of the bank.

(vi)In case where the instrument of face value exceeding Rs. 5,000/- is received for clearing and the proceeds of the instrument are credited to the account, in whatever manner, in advance of the date or actual realization of the account, interest at the stipulated rate (in addition to the usual service charges prescribed by the Bank), shall also be charged for the period for which outlay of funds is involved.

(vii)If cheques / instrument for which immediate credit has been afforded is returned unpaid bank shall recover interest at clean overdraft rate for the period bank remained out of funds and recover prescribed cheque returned charges subject to the following:
 1)No interest will be charged to the customer for the period between the date of credit of the outstation cheque lodged and its return, unless the bank had remained out of funds on account of withdrawal of funds.

   2.)Bank will charge interest from the date of return of the cheque till reimbursement of money to the bank. .

   3.) Where the cheque is credited to a Saving Bank Account ,no interest will be payable on the amount so credited if the cheque is returned.  

   4) f the proceeds are credited in overdraft / Loan account , interest would be recovered at applicable rate on the amount of returned cheque / instrument .

The salient features of the Bank’s policy with regard to the collection period of outstation cheques and interest payable in case of delay should be prominently displayed in each branch.

A copy of the complete policy shall be made available by the Branch Manager, if the consumers require the same for reading.

The salient features highlighting the rights of the consumers shall also be displayed on the notice board of each branch of the Banks.

Branches are advised to ensure that the cheques are collected within the given time frame so that bank is not required to pay any penal interest for delayed collection.

Zonal Managers are advised to ensure that each branch under their jurisdiction displays its own cut-off time for acceptance of cheques at the counters / deposited in drop – Boxes for clearing on the same day on the Drop – Box of the Branch / on the Notice Board. Besides Zonal Managers are to monitor and ensure compliance of above in all the branches under their jurisdiction.

15. COLLECTION OF GOVT. DUES
The Bank handles collection of various taxes, electricity, telephone bills on behalf of Govt. of India Public undertaking through selected designated Branches, which will be displayed at the Branch. We are collecting Direct Taxes presently through 209 authorized branches with group wise connectivity.

16. EXCHANGE OF SOILED/SLIGHTLY MUTILATED CURRENCY NOTES
We freely exchange soiled/slightly mutilated currency notes and certain other types of mutilated currency notes of all denominations.

1.The Nodal Officer for looking into customer related problems is Smt. A.J. Mary, Treasurer, Cash Department, RBI, Bakery Junction, Thiruvananthapuram.
2.You may also contact the following officials of issue Deptt. in person or telephone for redressal of grievances:

17. INTEREST ON DEPOSITS
For your convenience, the prevailing rates on deposits are displayed prominently at each branch, which are subject to revision from time to time.

18. SERVICE CHARGES
We provide various services to customers, for which service charges are levied. The charges are reviewed/revised from time to time.

19. CREDIT CARD / ATM CARD FACILITIES

PSB ICICI BANK CREDIT CARD

The bank has collaborated with the leading credit card player in the country to offer the privileges of state of art technology to its cardholders with all the features to compete well in the card industry.
Our Bank has been making efforts to provide value added products & Services to our esteemed clients. It is our quest to provide the very best to our esteemed Customers. The launch of new Co-branded Credit card with ICICI Bank is a step towards this mission.
About the Card:
The "PUNJAB & SIND BANK-ICICI BANK Credit Card" comes in three variants : Blue, Silver and Gold card. The eligibility criteria in terms of Annual Income of the applicant is as follows:

The Punjab & Sind Bank-ICICI Bank Credit card comes with host of features and benefits. Some of the special features of this card are as under:
* Maximum Interest Free Credit period :
* Revolving Credit Facility :
* Powerful Insurance benefits :
* Powerful Rewards Programme :
* Free Add-On Card :
* Purchase Protection :
* Limited Lost Card Liability :
* Global Acceptance :
* Balance Transfer Facility :
* Self Set Limits :

Going by the present Market scenario of Lifetime free pricing platform, PSB-ICICI Bank Credit card has been made a "Lifetime Free" product i,e."No issuance & Renewal fee”.

20. MARKETING & INSURANCE PRODUCTS
(i) Non Life Products: We are agent of M/s Bajaj Allianz General Insurance Company and sell all their non-life products through our network of branches across the country.
(ii) Life Products: Our bank has tie up arrangement of Life Insurance business with M/s Aviva Life Insurance Company India Pvt. Ltd. We are offering their following three products:
(a) Life Bonds
(b) Easy Life Plus
(c) Pension Plus
The Customers may consult our branches for more details.

21. NRI ACCOUNT & FOREIGN EXCHANGE FACILITIES
Our Bank has nine specialized International banking Divisions (IBDs) and 26 other Authorised Branches to handle Foreign Exchange Business. Besides this, we have a Global Banking Centre at Connaught Place, New Delhi to provide services to Non-Resident Indians with regard to deposit account.
We have various exclusive deposit schemes for Non-Resident Indians living abroad as well as returning back to India after their venture abroad.

These schemes are:-
(i) NRE, (Non-Resident External Account)
(ii) FCNR (Foreign Currency Non-Resident)
(iii) RFC (Resident Foreign Currency) Accounts, available for various durations from 6 months to 3 years as per RBI guidelines from time to time.
FCNR account can be opened in US Dollar, GB Pound and Euro. The account is maintained in foreign currency and the risk of exchange rate fluctuation is borne by the bank.

The IBDs and authorized branches cater to the needs of exporter and importer clients for various services such as:
1. Providing fund based finance for exports at concessional rate of interest at pre-shipment as well as post-shipment stage.
2. Providing non-fund based facilities i.e. opening of import letter of credit to enable import of raw materials and machinery, issue of bank guarantees, etc.
3. Negotiation of export bills under letter of credit.
4. Collection of export/import documents.
5. Advising of letter of credit with or without adding conformation.
6. Remittance of funds through SWIFT, foreign currency drafts, etc.
7. Issue of Traveler Cheques, foreign currency notes within the framework of exchange control guidelines.
8. The Bank also grants loan against the security of deposits receipts of NRIs.
We have a network of correspondent banks across the Globe in almost all the major foreign currencies.

22. OUR SPECIALISED BRANCHES
Name and addresses of all our specialized branches are given in Schedule-VII at the last.

23. CHECK LIST REQUIREMENTS FOR AVAILING DIFFERENT CREDIT FACILITIES
The requirements for availing different credit facilities from the Bank are given in Schedule-V at the last.

24. CREDIT FACILITIES TO AGRICULTURISTS
Zamindara Credit Card, KVIC, Financial Assistance against old Tractors & Other consumer facilities for Agriculturists are available at our Rural/Semi Urban Branches.

25. IMPORTANT LOAN SCHEMES OF THE BANK
We have the attractive loan schemes suitable to different segment of customers. The details of important loan scheme of our bank are given in Schedule-IV at the last.

26. CONSUMER CREDIT
We assist our customers to uplift the standard of their living, you may increase your purchasing power by availing consumer credit facilities at all our Branches to purchase Television, VCR, VCP, VCD, DVD, Stereo, Washing Machine, Refrigerator, Air-Conditioner, Microwave Oven, Dish Washer, Cooking Range, Genset, Invertors, Computer, etc., at very low margin of 10% only. An individual can club his/her income with that of his/her spouse to avail higher amount of loan. The group of employees working in an Institution/Organization in private/Public Sector undertaking can also avail loan on very attractive terms.

27. HOUSING LOANS
To build your dream house, please avail Housing Loan at attractive rates from our Branches/Housing Finance Branches in selected cities. The list of our Housing Finance branches is given in Schedule-VI at the back.

28.THE WORKING HOURS FOR THE PUBLIC FOR ALL THE BRANCHES / EXTENSION COUNTERS OF THE BANK HAVE BEEN EXTENDED BY ONE & A HALF HOURS EXCEPT SATURDAYS OR ANY OTHER WORKING DAYS WHICH HAVE BEEN DECLARED AS "HALFDAY" THE WORKING HOUR HAVE BEEN EXTENDING BY ONE HOUR.

29.THE TIME FOR DISPOSAL OF LOAN PROPOSAL
The time frame for disposal of credit proposal is given as under:
B.O. Level Z.O. Level
(i) Fresh/Enhancement Proposal10 days 10 days
(ii) Renewal/Reviewal Proposal 07 days 07 days
(iii) Adhoc 05 days 03 days

30.ISSUE OF IDENTITY CARDS TO CUSTOMERS HAVING CURRENT/CASH CREDIT ACCOUNTS
Identity Cards valid for one year are issued to those having Current/Cash Credit Accounts as well as to their authorised representatives at a fee of Rs. 100/-.

31.VALUE-DATING OF MAIL/TELEGRAPHIC TRANSFER
Credit is given for Mail Transfer within seven days (ten days in the case of North-Eastern States) from the date of deposit of funds.
Telegraphic Transfers issued from and payable at State Capitals and Centres having population above 12 lakhs will be value-dated from third day.
In case of delays, Bank will pay interest at the rate applicable on Saving Bank Deposit for the period of delay.

32. PAYMENT OF INTEREST ON DEPOSIT MATURING ON A HOLIDAY
When due date of a term deposit happens to be a holiday or a non-business working day, then you are paid interest for the intervening holiday/non-business working day.


33. CONCESSIONS TO RELIGIOUS, WELFARE, SERVICE, CHARITABLE INSTITUTIONS
Collection of instruments favouring religious, welfare, service and charitable institutions is done at par. Issue of drafts, pay orders, mail/telegraphic transfers of these institutions is done at par. However, postage is recovered, institutions exempted from payment of Income Tax are only eligible.

34. CONCESSIONS TO DEFENCE PERSONNEL
Concessions are extended to Defence Personnels in active service only. Collection of outstation cheques/drafts, etc., as well as issue of drafts, pay-orders, mail-telegraphic transfers in their account is done at par but postage is recovered.

35. CONCESSION TO BLIND, PHYSICALLY HANDICAPPED, DISABLED INDIVIDUALS AND INSTITUTIONS SET UP FOR THEIR BENEFIT
Institutions set up for the benefit of blind, physically handicapped and disabled individuals are allowed, collection of up-country instruments at par. Similarly, payments made by these institutions to their own beneficiaries by way of drafts, pay orders, mail/telegraphic transfers are allowed, free of charge. However, postage cost is recoverable. These institutions to be eligible for concessions should be exempted from levy of Income Tax.

The individual accounts of the above categories of persons are identified by the Branch Managers at the time of opening the accounts, banking services such as issue of drafts, pay orders, mail/telegraphic transfers are rendered to the debit of the personal account only and not against Cash, Postage expenses are however recovered separately.

36. SENIOR CITIZENS
Additional Interest and Incentives are available for Senior Citizens. The Bank has special schemes for the Senior Citizens, As of now, the Bank is offering extra rate of interest of 0.50% as applicable on different maturity. They can also avail free facility of collection / remittance of funds upto certain limit, latest details are available with the branches of the Bank.

37. FREE CHEQUE BOOKS
For Saving Bank Accounts of individuals' one chequebook of 20 leaves free of charge in a calendar year shall be supplied. A service charge @ Rs. 2/- per leaf shall be levied for cheque books supplied over and above the aforesaid limit. Service charges are subject to change without notice.

38. CORRUPTION FREE SERVICE
We will provide all the services and honour the commitment to the clients without payment of any bribe.

39. TRANSFER OF ACCOUNTS IN THE BANK
If deposit account is transferred within the bank from one Branch to another and there is continuity in the account, then interest is payable for the transit period as well.

40. WE HAVE 80 FULLY COMPUTERIZED BRANCHES & 811 PARTIALLY COMPUTERIZED BRANCHES OUT OF TOTAL NO OF 891 BRANCHES. IN ADDITION TO ABOVE 7 SERVICE BRANCHES (RCCs) ARE ALSO FULLY COMPUTERIZED.

41. FAIR BANKING PRACTICES
We request you as our customers to please note the following duties to enable us to serve you better.
1. Ensure safe custody of cheque book and pass book.
2. Preferably use reverse carbon while writing a cheque.
3. Issue crossed/account payee cheques as far as possible.
4. Check the details of the cheque, namely, date, amount in words and figures, crossing, etc., before issuing it. As far as possible, issue cheques are rounding off the amount to nearest rupee.
5. Not to issue cheque without adequate balance, maintain minimum balance as specified by the Bank.
6. Send cheques and other financial instruments by Registered Post or by courier.
7. Bring pass book while withdrawing cash from Saving Bank account through withdrawal slip. Get pass book updated from time to time.
8. Use nomination facility in all deposits accounts & locker facility.
9. Note down account numbers, details of FDR, locker numbers, etc., separately.
10. Inform change of address, telephone number etc., to the Branch.
11. Inform loss of demand draft, fixed deposit receipt, cheque leave(s) /book, key of locker, etc., immediately to the Branch.
12. Avail standing instructions facility to repeat transactions. 
13. Provide feedback on our service.
14. Pay interest, installments, locker rent and other dues on time.
15. Avail services such as ATM, EFT, etc., if offered by the branch.
16. Bring any deficiency in services to the notice of the Branch Manager.
17. Not to sign blank cheque(s). So also do not record your specimen signature either on pass book or on cheque book.
18. Not to introduce any person, who is not personally known to you for the purpose of opening account.
19. Not to bribe any staff member, to avail corruption free service.

42. REDRESSAL OF COMPLAINTS/GRIEVANCES

"Customer day" is observed at all the offices of the Bank across the Organisation covering branches, Zonal Offices and Head Office on 15th of every month (next day, if 15th is a holiday or a half day). On this day any customer can meet Senior/Top Executives of the Bank, including Chairman & Managing Director without prior appointment. 

In case of any complaint, the matter may first be brought to the notice of 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 Zonal Manager. 

If the complainant still feels unsatisfied with the response received, he can address his complaint to 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 Chairman & Managing Director of the Bank. 

If still not satisfied, he is free to take recourse to the followings: 
- Office of the Banking Ombudsman located in State Capitals under 
RBI Ombudsman Scheme, 2006. 

- Directorate of Public Grievances, Govt. of India, Cabinet Secretariat,
Sansad Marg, New Delhi. 

- Distt. Consumer Forum, under Consumer Protection Act, 1985, 


43. GRIEVANCE REDRESSAL MECHANISM, IN RESPECT OF WILLFUL DEFAULTERS
The Bank has formed two committees of higher functionaries for redressal of the grievances of the defaulting borrowers. 
(i) Before classifying any borrowers as willful defaulter their loan case will be reviewed by the committee. The borrowers are then advised the reason for classifying them as willful defaulter.
(ii) The second committee has been formed in respect of Grievance Redressal Mechanism which is headed by CMD and includes two other General Managers. The concerned borrowers are provided a reasonable time of 15 days for making representation against bank's such decision for declaring them Willful defaulters.

SCHEDULE-I

In case any clarification is required on matters relating to customer service as given in Citizens' Charter and for all complaint against working of branches, please contact the followings:

1. For all complaints against working of Branches:
a.General Manager (Inspection)
Punjab & Sind Bank, Bank House, 21 Rajendra Place,
New Delhi-110 008. Phone : 25726939
b.Deputy General Manager (Inspection)
Punjab & Sind Bank, H.O. Inspection Department,
2239, Gurdwara Road, Karol Bagh,
New Delhi-110005. Phone : 25769911
c.The Zonal Manager of Concerned Branch
The address of the Zonal Offices is given in Schedule-III.

2. For Staff Matters:
General Manager (Personnel)
Punjab & Sind Bank, Bank House, 21 Rajendra Place,
New Delhi-110 008. Phone : 25817353

3. For all Advances & Export Credit:
General Manager (Advances)
Punjab & Sind Bank, Bank House, 21 Rajendra Place,
New Delhi-110 008. Phone : 25783589

4. Other official who can be contacted:
Deputy General Manager (Planning & Development)
Punjab & Sind Bank, Bank House, 21 Rajendra Place,
New Delhi-110 008. Phone : 25765886

5. Chief Host:
The Customer Service Division,
Punjab & Sind Bank, Bank House, 21 Rajendra Place,
New Delhi-110 008. Phone : 25719254

SCHEDULE-II

Schedule-III

Address of zonal offices

SCHEDULE-IV
IMPORTANT LOAN SCHEMES OF THE BANK


1. Credit Facilities for Agriculturists : There are number of credit schemes for farmers which are liberally available to our rural and semi urban branches. The Bank has very attractive Kisan Credit Card Scheme for meeting the credit needs of the farmers with provision of personal accident insurance coverage of KCC holders.
The Bank has introduced a unique P&S Bank Diamond Krishi Card (DKC) Scheme to provide more credit and better facilities to A Class farmers.
For tractor financing Bank has made TIE-UP arrangement with Punjab Tractor, Eicher Tractor, Bajaj Tempo and Escorts whereby borrower gets incentives.
Besides, there are schemes for:
o Purchase of agriculture land for small, marginal borrowers and agricultural labourers.
o Purchase of new/old tractors, farm machinery.
o Composite loan scheme Kheti Udyog Khazana Yojana.
o Purchase of Harvestor Combine.
o Purchase of Two Wheelers by the farmers.
Bank has introduced a Joint Mortgage deed for the convenience of farmers to facilitate availment of agriculture loans without having to execute the deed every now and then.

2. Small Scale Industries : We extend credit to SSI for meeting financial requirements for purchase of machinery and equipment, for construction of building, for working capital requirements. There is provision of collateral free credit upto Rs. 25.0 lac to SSI units which are covered under credit guarantee fund trust scheme. Upfront Guarantee fee under this scheme is borne by the bank for credit facilities up to Rs. 2.0 lac.

3. LUCC/KVIC Scheme : The bank encourages landing under KVIC Scheme and other Govt. sponsored schemes. We have introduced LAGHU UDYAMI CREDIT CARD SCHEME (LUCC) for working capital loan upto Rs. 10.0 lac to our existing eligible borrowers under SSI, Retail Trade and small business/Self employed persons under priority sector.

4. ACC Scheme :Under Artisans credit card scheme hassle free credit facility upto Rs. 2.0 lac is provided to artisans for their investments needs as well as working capital requirement.

5. Housing Finance: We have very liberal policy for housing finance to the members of the public. Special Scheme have been floated for Govt./PSU employees, Professional and self employed persons, as also for general public for construction, purchase and renovation/repair of houses/flats. For Govt./PSU employees no processing charges are taken.

6. Car Loan: Under this scheme a borrower can get a loan to buy a car on very attractive terms for personal use. An individual can club his/her income with that of his/her spouse to avail higher loans. Minimum formalities, simple paperwork and effortless procedure are the main attraction of this scheme.

7. Professional Loan : A loan for professional like Doctors, Engineers, Chartered Accountants, Lawyers, Architects, etc., to meet their professional needs is given. One can avail loan for purchase of all types of medical equipments, machineries, items to start clinics, acquiring or renovating business premises, air conditioners, generators, refrigerators, computers, etc.

8. Educational Loan : To encourage the youth in attaining expertise in educational and professional fields, our bank is making available finance upto Rs. 7.50 lac for studies in India and upto Rs. 15.0 lac abroad. Bank has formulated a revised education loan policy whereby education loans upto Rs. 7.50 lac are granted without collaterals and with third party guarantee only. For education loan upto Rs. 4.0 lac rate of interest is charged @11.0% p.a. and no margin is required.

9. Loan against own Deposit/Govt. Securities : We offer loan against bank's own deposit and Govt. Securities like NSCs, IVP/KVC, etc., for personal use or business purpose. A margin of 25% is to be maintained on the principal investment.

10.Personal Clean Loan Facility : We offer personal clean loan facility to officials of Govt. and Public sector undertaking, local bodies, reorganised universities and schools run by Govt./Local bodies with confirmed service of at least 5 years. The loan amount ranging from Rs. 50000/- to Rs. 1.0 lac can be availed for purchase of consumer durables or for any consumption/personal use or purchase of vehicle, etc.

11.Clean Loan Scheme for retired personnel/pensioners : Who have retired from Central/State Govt. or any PSU and should be drawing his/her pension through our bank. The age of pensioners should not exceed 70 years at the time of applying of loan. The loan upto 10 times the monthly pension subject to maximum of Rs. 1.0 lac can be granted for any personal need without collateral. However, guarantee of the family pension nominee or major son of a third party acceptable to the bank is to be obtained.

12. ODP Scheme for traders/retailers : Under this scheme credit is available to traders/retail traders who are in business for at least 5 years. The loan/limit to the extent of 50% of the property offered as security subject to a maximum of Rs. 15.0 lac. No stock statement/No bills required by the bank.

13. Loan against rent receivables : We offer this scheme to land lords/owners of commercial, residential property who have rented their premises to Govt. Deptt./PSUs/Pvt. Ltd. Cos./MNCs/Embassy or any other organization of repute. Loan to the extent of 80% of rent receivable during the period of tenancy or 60 months whichever is lower, less income tax payable and any other local tax/maintenance charges to be paid by tenants. Amount of credit should not exceed 40% of the market value of the property to be mortgaged.

14. ODP Scheme for Contractors : Who are registered and are income tax payee, having minimum three years of experience in his business (Contractorship), credit upto Rs. 25.0 lac can be extended subject to a maximum of 50% of the value of contracts in hand against the mortgage of property valuing at least double the amount of ODP Limit.

15. Festival Loan Scheme : Under festival loan scheme clean loans are granted upto Rs. 1.0 lac to meet special expenditure for festival celebration such as furnishing of house/shop/office, consumer goods, personal expenditure.

16. Udyogini Scheme : Under udyogini scheme credit facilities are granted to women entrepreneurs to avail the loans on liberal terms and exclusive catering of credit under Direct agriculture activities. Tiny SSI sector, business enterprises, Retail traders, Professional and self employed, etc.

17. Club Loan Scheme : Under club loan scheme employees of reputed clubs in metropolitan/urban centres are granted credit facility for purchase of consumer items/for personal use
Further loan applications of Education, Housing, Agriculture, SHGs, SSI have been simplified and revised for the benefits of borrowers.

18.Golden Jubilee Rural Housing Scheme (GJRHS) : Under this scheme, borrower residing in rural/semi urban areas can avail loan (i) upto Rs. 5 lac for construction of new house and (ii) Rs. 3 lac for repair/upgradation of existing house (iii) Maximum period for repayment is 15 years against mortgage of property or other security such as LIC Policy, Govt. Promissiory Note, share/debentures, gold ornaments or any other security.

19.Swarnjayanti Shahri Rozgar Yojana (SJSRY): To be eligible under this scheme (i) a person with an annual family income of less than Rs. 11859/ as per 1991-92 prices and (ii) should not be defaulter to any nationalized bank & financial institution/Co-op. Bank. The loan is given for any town services requiring special skills. Maximum unit cost Rs. 50000/-.

20. Swaranjayanti Gram Swarozgar Yojana (SGSY): Under this scheme, the persons below the BPL level such as rural poor land, land less educated unemployment, rural artisans, disabled handicapped, SHGs consisting of 10 to 20 members can be benefited. The amount of loan is given as per cost prescribed by NABARD. Repayment of loan in 5 to 9 years.

21.Prime Minister Rozgar Yojana (PMRY): The objective of the scheme is to provide sustained employment to educated unemployed urban youth in micro enterprises. These enterprises will cover manufacturing, service & business ventures. The borrower age should be 18 to 35 years and for SC/ST/OBC/Women/Ex-serviceman/Physically handicapped/disabled Maximum age 45 years. Loan can be given upto Rs. 1 lac for business and Rs. 2 lac for manufacturing industry. In case of group maximum Rs. 10 lacs (each member should be individually eligible). The repayment period is 3 to 7 years. Govt. subsidy in the project is limited to maximum 15%.

22. Differential Rate of Interest (DRI) Scheme : This scheme is to assist poorest of the poor so as to bring them above BPL. The eligibility criteria for allowing loan is as under:
(i) Individual whose family income does not exceeds Rs. 6400/- P.A. in rural areas and Rs. 7200/- p.a. in semi urban areas 
(ii) Individual whose land holding does nto exceed 1 acre of irrigated and 2.5 acres of unirrigated land,
(iii) SC/ST/Physically handicapped persons/indigent students
(iv) Orphanages and women's home
(v) State owned corporation/co-operative societies including state corporation for SC/STs
(vi) Coperative societies, large and adivasis multi purpose, co-op. societies for tribal areas (LAMPS)
(vii) People engaged in cottage and rural industries. Maximum loan upto Rs. 6500/- as term or working capital or both for productive purpose, in addition to advance Rs. 5000/? for purchase of artificial limbs/Braille typewriter. Rate of interest 4% p.a. simple.

23. Scheme of Liberation Rehabilitation of Scavengers (SLRS) : The main objective of the scheme is to assist eligible families living in urban & Rural areas identified by local bodies by providing alternative, viable trade/occupation to each scavenger & dependents. Bank gives loan to persons who have completed 18 years of age on the date of application Maximum bank loan Rs. 32000/- on a project of Rs. 50000/- The scheme covers 50% subsidy with a ceiling of Rs. 10000/.

24.Khadi & Village Industries Commission (KVIC) Margin Money Scheme : KVIC formulated this scheme for accelerated rural industrialization and rural employment generation. Assistance is available for any village industry projects set up in rural areas (except Khadi & Polyvastra projects). Any viable village industry must fulfil the following four stipulations of the scheme i.e. Village Industry, Rural Area, Per Capita Fixed Investment & Own contribution per capita fixed investment, prescribed by KVIC is Rs. 50000/- i.e. by every Rs. 50000/- investment, one job to be created. Loan Limit is Rs. 25 lacs, loan can be availed by individual proprietary entrepreneurs firms/Trusts/SHGS/ Companies registered under companies act.

COMMITTEE ON PROCEDURE AND PERFORMANCES AUDIT ON PUBLIC SERVICES (CPPAPS) AND CUSTOMER SERVICE COMMITTEE OF BOARD
An Adhoc Committee on procedures and performances Audit on Customer Services has been constituted in our bank, which is chaired by Executive Director, three General Managers and also include non-officials from Customers as its members to enable an independent feedback on the quality of Customer Service rendered by the bank.


The Adhoc Committee has been entrusted not only the task of ensuring timely and effective implementation of the RBI instructions, but also that it receives the necessary feedback to determine that the action taken by various departments of the bank are in tune with the spirit and intent of such instructions. Further it is reviewing the practice and procedures prevalent in the bank and take necessary corrective action, on an ongoing basis.
A brief report on the performances of the Adhoc Committee indicating inter-alia, the areas reviewed, procedures/practices identified and simplified/introduced are being submitted periodically to the customer services committee of the Board on customers which is the apex committee of the bank with Chairman and two directors as its members.
Salient action already taken by the Bank on the recommendations of CPPAPS and Bank's Adhoc Committee are briefed as under:
(i) Cheque Drop Box Facility: Branches are providing the Customers both the Cheque drop box facility and the facility for acknowledgment, if the customer tenders the cheque at the counters. The rights of the customer to obtain an acknowledgment is not being deprived by the concerned counter.
(ii) Issue of Cheque books: Branches have been advised to stop the unfair practice of if being followed, to send the cheque books by courier and also obtaining undertaking from the borrowers for not being liable if there is any loss. They have also being advised not to charge for the courier charges for such dispatches.
(iii) The Statement of Accounts/Pass Books: The Branches are providing as much detail as possible in respect of entries relating to clearing/ECS/Electronic fund Transfer etc. Therefore, they have been advised to avoid such inscrutable entries in Pass Book/statement of accounts and ensure that brief, legible particulars are invariably entered in Passbooks/Statement of account. Further, branches are instructed to ensure that they adhere to the monthly periodicity prescribed while sending statement of account.
(iv) Maintenance of Minimum balance in Saving Bank/Current accounts and service charges thereof: Branches are advising the customers at the time of opening of the account about the requirement of maintaining the minimum balance in the account and levying of charges, if prescribed minimum balances are not maintained. Further, all the revised charges are to be made effective with at least one month notice to the customers.
(v) Currency Management : The clean Note Policy of the RBI has been implemented in toto in our bank. The branches are being provided note counting and note banding machines as per the requirement.
(vi) Exchange Control Matters: Our Adhoc committee has simplified the format of some of the forms relating to foreign exchange transactions as per recommendations of the RBI. The newly developed forms are:
(a) R-Returns (NOSTRO)
(b) R-Returns (VOSTRO)
(c) New purpose codes for Forex transactions.
(d) Form A2 cum declaration (Under FEMA-99)
(e) Form for purpose code to be used by banks.
Further the limit for simplified documentation was enhanced for all miscellaneous transactions up to US $ 5000 with out Form A2.
*A2 form dispensed with and model application cum undertaking introduced for liberalized Remittance scheme of US $ 25000 per annum.

ADOPTION OF MODEL POLICY ON BANK DEPOSITS
The Bank has prepared and circulated a Model Policy on Bank Deposits which is a policy document on deposit, outlining the guiding principles in respect of formulation of various deposit products offered by the bank and terms and conditions governing the conduct of the account. The document recognizes the rights of depositors and aim at dissemination with regard to various aspects of acceptance of deposits from members of the public, conduct and operations of various deposit accounts, closure of deposit accounts, method of disposal of deposits of deceased depositors etc., for the benefits of customers. It is expected that this document will impact greater transparency in dealing with the individual customers and create awareness among customers of their rights. The ultimate objective is to provides Customers the services they are rightfully entitled to receive without demand.


Our Model Policy of Deposit contains the detail guidelines on the following:
o Documents required to be submitted at the time of opening account - due diligence required and Know Your Customer guidelines.
o Bank's service charges for operation of account and for minimum balance.
o Operation of Joint Account/Minor's Account/Accounts of illiterate and Blind persons.
o Nomination facility.
o Interest payments.
o Secrecy of customer's account.
o Premature withdrawal/Renewal of Terms Deposit.
o Renewal of overdue Term deposits.
o Advances against deposits.
o Settlement of dues in deceased deposit account and interest payment in such account.
o Insurance cover for depositors.
o Stop payment facility.
o Treatment of dormant accounts.
o Safe deposit Lockers.

The customers may obtain a copy of the same from Branch Managers.

SCHEDULE-V
CHECK LIST


Application for firms

SCHEDULE-VI
BRANCHES DESIGNATED FOR HOUSING FINANCE

Schedule-VII

List of Specialized Branches

I.       International Banking Division (IBD) Branches:

    1.  IBD – Jalandhar, G.T. Road, Jalandhar-144 001.

    2.  IBD – New Delhi, Scindia House, Connaught Circus, New Delhi-110 001.

    3.  IBD – Ludhiana, Gill Road, Millar Ganj, Ludhiana-141 003.

    4.  IBD – Kolkatta, 14/15, Old Court House Street, Kolkatta -700 001

    5.  IBD – Chennai, 770-A, Spencer Tower, Anna Salai, Chennai-600 001.

    6.  IBD – Mumbai, Dilwara Society, 8-M.K. Road, Nariman Point, Mumbvai-400 021.

    7.  IBD – Tripur, 32 M.G. Pudur, 1st Street, P.B. No. 360, Tripur-638 609.

    8.  IBD – Amritsar, Chowk Phawara, Hall Bazar, Amritsar.

9.        IBD – Agra, Sanjay Place, 1st Floor, Agra-282 002.

II. Special Assets Recovery Branches (ARB):

1.      ARB – 1, New Delhi, 3rd Floor, Bank House, 21-Rajendra Place, New Delhi-110 008.

2.      ARB – Mumbai, Dr. Anne Besant Road, Opp. Poddar Hospital, Worli, Mumbai-400 025.

    3.  ARB – Kolkatta, 72 Asthutosh Mukerji Road, Koklatta-700 025.

    4.  ARB – Amritsar, 1st Floor, Sharif Pura, Amritsar-143 001.

    5.  ARB – Chandigarh, SCO NO. 62, Sector 26, Chandigarh.

    6.  ARB – II, New Delhi, M-14, M-Block, Connaught Place, New Delhi-110 001

III.      SSI Branches:

    1.  SSI – Batala, GT Road, Batala-143 505.

    2.  SSI – Jalandhar, S-146, Industrial Area, Jalandhar.

    3.  SSI – Ludhiana, 367, Industrial Area, Ludhiana.

    4.  SSI – Lalru, Tehsil Dera Bassi, Distt. Patiala.

    5.  SSI – Godhewala, G.T. Road, Moga, Distt. Faridkot.

IV.       IFB Branches:

    1.  IFB – Ludhiana, 14321, G.T. Road, Dholewala Chowk, Ludhiana.

    2.  IFB – Amritsar, Hall Bazar, Amritsar.

    3.  IFB – Chandigarh, 17-B, Zonal Office Building, Chandigarh.

    4.  IFB – New Delhi, 18/90, Madras Hotel, Connaught Place, New Delhi-110 001.

V.  Hire Purchase, Leasing & Finance Branches:

    1.  HP Leasing & Fin. – Chikamberpur, Yuvraj Complex, Delhi-UP Border, Distt. Ghaziabad.

VI.       Agriculture Finance Branch:

    1. Agriculture Hi-Tech. – Ludhiana, Sunet Ferozpur Road, Ludhiana.

VII.       Specialized Locker Branches:

    1.  Locker Branch – New Delhi, B-22, Janak Puri, New Delhi- 110 058.

    2.  Locker Branch – Guru Harikishan Nagar, New Delhi.

VIII.       Specialized Housing Finance Branches:

    1.  Housing FIn. – New Delhi, B-45/47, Connaught Place, New Delhi-110 001.

IX.       Specialized Personal Banking Brnaches:

    1.  SPB – Panchkulla, SCF-251, Sector-16, Panchkulla (Haryana).

    2.  SPB – Patiala, SCO-2, Commercial Complex, Kheri Gujran Road, Officer Colony, Patiala-147 001.

    3.  SPB – Ludhiana, 88-Green Field, Pakhowal Road, Ludhiana-141 002.

    4.  SPB – Bhopal, 90, M.P. Nagar, Zone-II, Bhopal-462 011.

List of Authorised direct taxes collection branchES under OLTAS