Citizen Charter

of
Union Bank of India
1. Vision
To become the bank of first choice in our chosen areas by building beneficial and lasting
relationships with customers through a process of continuous improvement.

2. Mission
▪ To be a customer centric organization known for its differentiated customer service.
▪ To offer a comprehensive range of products to meet all financial needs of customers.
▪ To be a top creator of shareholder wealth through focus on profitable growth.
▪ To be a young organization leveraging on technology and an experienced workforce.
▪ To be the most trusted brand, admired by all stakeholders.
▪ To be a leader in the area of financial inclusion.

3. Applicability of Charter

The citizen charter of Union Bank of India provides key information about our various
products, facilities and services provided by it’s branches. This charter also provides
information on grievance redressal mechanism of the bank and specifies the obligations on
the part of the customers for healthy banker-customer relationship.

This is not a legal document creating rights and obligations. The charter itself does not
create new legal rights, but it surely helps in enforcing existing rights.

4. Our Key Commitments to Customers

▪ To act fairly, courteously and reasonably in all our dealings.

▪ To ensure that our procedures and documents are clear and not mis-leading so that
clear information is provided to you about our products and services.
▪ Any changes/updation in service charges/terms & conditions would be informed via
suitable ways.
▪ We will make sure that this citizen charter is available publicly, copies are available,
and our staff puts it into practice.
▪ The information of customers would be dealt with privacy & confidentiality and to
operate a secure and reliable banking and payment system.
▪ To deal sympathetically and quickly with things arising due to errors by correcting
mistakes quickly, handling complaints/grievances quickly and reversing any bank
charges applied in error.
▪ We will help you use your account or service by providing statements, suitable
guidance (where applicable) and providing services to all customers without any
discrimination.

5. Our Expectations from Customers

▪ To help us meet the KYC (Know your Customer) guidelines at the time of opening your
account with us and updation from time to time as per
RBI/Government/IBA/Statutory bodies guidelines.
▪ Take precautions that are intended for protection of your accounts.
▪ Avail all the services provided by the branch like ATM (Automatic Teller Machine), CDM
(Cash deposit Machine), ECS (Electronic Clearing System), ETF (Electronic Fund
Transfer), etc.
▪ Avail Nomination facility provided for their accounts and Safe deposit lockers.
▪ Move forward with us towards our journey of advancement and co-operate towards
any minor technological disturbances.
▪ Provide feedback to our services so as to enable us to improve and provide better
customer service.
▪ Check your statement of accounts or passbook regularly.
▪ Bring Passbook while withdrawing cash from savings bank account through withdrawal
slip. Get passbook updated from time to time.
▪ Ensure safe custody of cheque book and passbook. Passbook, cheque book, ATM/Debit
card not to be kept together for safety.
▪ Issue crossed/account payee cheques as far as possible.
▪ Ensure cheque is crossed and at the back of the cheque the account number and
mobile number is mentioned before dropping in the cheque drop box.
▪ While tendering the cheques at the branch for collection/dropping the cheques in
drop box, acknowledgement can be obtained from the officials.
▪ 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.
a) To prevent from any loss, cheque be issued without cutting/overwriting. No
changes/corrections should be carried out on the cheques. For any change in
the payee’s name, courtesy amount (amount in figures or legal amount
(amount in words) etc. fresh cheque forms should be used by the customers.
This would help banks to identify and control fraudulent alterations. Cutting in
date, wherever required should be for re-validation of ‘Stale Cheque’. Blanks
in spaces meant for writing Payee’s Name, Amount in word and figure should
be securely plugged by putting cross/drawing a line.
b) Cheque issued with cuttings are liable to be rejected if presented in clearing
functioning under ‘Cheque Truncation System’ (CTS), even though the
cutting(s) is/are authenticated.
▪ Send cheques and other financial instruments by registered post or courier. Do not
sign blank cheques. Also do not record your specimen signature either on passbook or
on cheque book.
▪ Not to issue cheque without adequate balance; maintain required balance as
specified by the bank.
▪ Pay service charges for non-maintenance of minimum stipulated balance, cheque
returns, remittances, collections, etc. The detail of service charges are available
 with branches and on our website.
▪ Note down account numbers, details of FDR, locker number, etc. separately.
▪ Inform change of address, telephone number, etc. to the branch.
▪ Inform the loss of demand draft, FDR, Cheque leave(s)/book, locker key, etc.
immediately to the branch.
▪ Pay interest, installments, locker rent and other dues on time.
▪ Ensure safe custody of the Delivery Book in the Demat accounts and not to keep any
blank signed slip in the book.
▪ Complaint relating to deficiency of customer service should be reported within a
reasonable time provided this is within the prescribed period of preservation of
relevant records.
▪ Operate account regularly to maintain the status of the account as Operative/Active.
Inform bank if you intend not to operate the account for some time.
▪ Avail standing instruction facility for repeat transactions.
▪ Ensure safe custody of credit card, debit/ATM card. Wherever signature on the card
is mandatory, it should not be left unsigned.
▪ Ensure confidentiality of password for internet banking and PIN for credit/debit card.
▪ In case of loss of ATM/debit card, notify your bank (Bank’s Call centre) to take
immediate steps to prevent the same from being misused. Customer shall be liable
for any misuses until the time the bank has been notified.
▪ Never leave credit card unattended. Do not bend credit card.
▪ Do not give account details, passwords or any other security information to anyone.
Memorize personal identification number (PIN) and change it on regular basis.
▪ Not to respond to any unauthorized email asking for password/PIN/account details.
▪ Use SMS alert facility and notify any change in mobile number.
▪ Avoid using bank’s internet banking website through a link from any website or
email/SMS. Verify the domain name displayed to avoid spoof website.
▪ Not to use cyber cafes/shared PCs to access any internet banking site.
▪ Log off the PCs when not in use.
▪ As a matter of good practice, personal firewall software and antivirus software
should be downloaded & installed and latest available updates should be regularly
installed. In case of doubt, reconfirm by doublechecking the padlock symbol/icon on
website to ensure the website is running in secure mode before any
confidential/sensitive information is fed.
▪ Change internet banking password regularly. Keep password a combination of
alphabet, special character and number. (Ensure password is strong)
▪ Always logout from internet banking before closing the window. Use virtual keyboard
for entering internet login id and password especially when not using own PC. There
might be risk of capturing key strokes.
▪ Do not store ID/PIN in the internet browser.
▪ Cooperate with the bank/police/any other investigating agency, for any investigation
on any transaction on any account.
▪ Bring any deficiency in services to the notice of the bank.
 ▪ Furnish the nominations for deposit and pension account separately.
▪ Correct PAN/ form 15(G or H) is to be submitted at the commencement of financial
year enabling to deduct TDS correctly.
▪ Account holder is to ensure that account is not used for money laundering or for any
fraudulent transaction.
▪ Customer obligation- Proper utilization of Bank Loan and timely repayment.

6. Our Products & Services

6.1 Deposit Accounts

Different deposit products are offered by our bank which can be categorized broadly
into the following types:

▪ Savings Deposit Account

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▪ Current Deposit Account

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▪ Term Deposit

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▪ Salary Account

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 ▪ NRI/NRO Account & Services

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6.2 Loans

Our bank offers various type of loan products catering to the needs of the customers.
These can be broadly categorized into:

▪ Personal Loan

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▪ Home Loan

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▪ Education Loan

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▪ Vehicle Loan

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▪ MSME Loan
 https://www.unionbankofindia.co.in/english/apply-for-msme-loan.aspx

▪ MUDRA Loan

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All products available on https://www.unionbankofindia.co.in/english/home.aspx

under the tab “Apply Online”

6.3 Digital Products

▪ Internet banking

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▪ Doorstep Banking
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▪ Self- banking

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▪ ATM Banking

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▪ Mobile Banking

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6.4 Cards

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6.5 Safe Deposit Lockers

This product is available in our branches wherever the facility is offered, however,
allotment of safe deposit vault will be subject to availability and compliance with
terms & condition for the subject service. For details kindly visit
 https://www.unionbankofindia.co.in/english/safedepositelocker.aspx

6.6 Other Services

▪ Exchange of Soiled/Mutilated Notes

▪ Acceptance of Coins

▪ Debit card/ATM card hot-listing

▪ Cheque collection

▪ POS Serives

▪ Kisan Vikas Patra

▪ NPS

▪ Trading account

▪ E-Tax payments

▪ Utility Bill Payments

▪ Insurance

▪ FASTag and more.

6.7 Digital banking Units

Digital Banking Unit (DBU) is a specialized fixed-point business unit / hub housing
certain minimum digital infrastructure for delivering as well as servicing existing
financial products & services digitally, in both self-service and assisted mode.

Bank is live (in East Godavari, Machilipatnam, Palakkad, Bhopal, Nagpur, West Tripura,
 Patiala) with following kiosks in DBU in Self Service Modes:
1. ATM
2. CRM (Cash Recycling Machine)
3. Self-Passbook Printing Kiosk
4. Multifunctional Kiosk
5. Interactive Tabs
6. Internet Banking Kiosk/PC.
7. Uni-Verse through Virtual Reality (VR) Headset

7. Nomination Facility

The bank recommends that all depositors avail the nomination facility offered by the bank
in deposit accounts, safe deposit locker, etc. so that in the event of death of the depositor
all the outstanding balance in the account would be received by the nominee as a trustee
of legal heirs.
Nomination is also available in sole proprietary concern account.
Nomination can be made in favour of one individual only. Any change/update of nomination
can be done at any time following third party witness.
Nomination can be done in favour of minor also subject to a major being named appointee
during the minority period.

Link for online nomination facility: https://icmt.unionbankofindia.co.in/nomination/

8. Service Charges

All services of the bank are subjected to service charges being levied depending on the
type of account/service provided.
The details of all the service charges are available at all the branches and
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Any change in service & fees would be communicated to the customers in advance before
changes become effective.

9. Interest Rates
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10.Time Norms for common Transactions & Services/Products

Transaction processing times for all transactions are available at all branches.
The following time norms are indicative and are subject to change depending upon the
volumes handled by each branch based on location and peak/non-peak period.

NATURE OF TRANSACTION TIME NORMS

Receipt of Cash 5 to 15 minutes
Cash Payment 5 to 7 minutes
Issuance of Demand Draft
▪ Against cash deposit 10 to 20 minutes
▪ Against transfer cheques 10 to 30 minutes
Issuance of term deposit receipts 10 to 30 minutes
Payment of term deposit receipts 15 to 20 minutes
Updation of passbook 5 to 15 minutes
Collection of cheques
▪ Local 2 to 4 days
▪ Outstation 6 to 10 days
Remittance-RTGS/NEFT 15-20 minutes
Settlement of deceased claim Within 15 days from submission of
complete documents
Stop Payment instructions 5 to 10 minutes

NATURE OF SERVICE/PRODUCT TIME NORMS

Savings Account Opening 1day*

(Online Process)
Current Account Opening 3 days*
Gold Loan Sanction 15minutes (Existing Customers)
MSME WC Sanction 7 days (within Branch delegation)
KCC Sanction 7-14 days (within Branch delegation)
Personal Loan 3 days
*The time norms are applicable after submission of complete documents.

11.Redressal of Complaints and Grievances

We keep making constant efforts to keep our customer satisfied with our products and
services.
However, in case of any issue/complaint, customers can register complaint with the bank
via the below mentioned channels:
● Letter VYOM Application
● E-mail UVConn (WhatsApp)
● Call center Website

Online Grievance Redressal:

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In-case the complaints are not resolved by the Branch, customer can approach the Regional
Office/Zonal Office and/or Chief Grievance Officer/Banking Ombudsman.

The details of Grievance officer/Banking Ombudsman along with address and contact
number are made available at all the branches.

Further, details of Banking Ombudsman, Chief Vigilance Officer and Chief Grievance Officer
are given below:
Grievance Redressal

The Chief Grievance Officer (CGO) /

Principal Nodal Officer (BO)
Address: Union Bank of India, Operations
Department, CO Annex Mangaluru,
Mangladevi Temple Road,
1 If you are not satisfied with Pandeshwar,
resolution provided by the Mangaluru, 575001.
Bank you may approach the Email: [email protected]
Principal Nodal Officer/ Chief Tel: 0824-2428565
Grievance Officer and/or
Reserve Bank of India Banking Banking Ombudsman (RBI)
Ombudsman on following Address: Centralized Receipt and Processing
address: Centre (CRPC) Reserve Bank of
India,
4th Floor, Sector 17, Chandigarh-
160017.

By login to RBI CMS Portal

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Chief Vigilance Officer of our
Bank Chief Vigilance Officer (CVO)
 Address: Central Vigilance Department,
2 10th Floor, Union Bank Bhavan,
Nariman Point, Mumbai -400021.

E-mail: [email protected]
Tel: 022-22851662

3 1800-2222-44 / 1800-2222-43 / 1800-208-2244

Customer Care: / 1800-425-1515 / 080-61817110 (chargeable)
Dedicated for NRI: +91-8061817110
e-mail: [email protected]

Customer Rights & Grievance Policy:

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12.Policies and Disclosures

Various policies regarding KYC-AML/Bank deposits/Collection of

cheques/instruments/Whistle blower policy, etc. are available on our website
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under the tab “We care”.