BANKS’ FAIR PRACTICE CODE FOR DEBIT CARD OPERATIONS
1.1 This is a voluntary Code. The
purpose of this Code is to have a benchmark service standard in our dealings
while issuing and dealing in Debit Cards and will guide our staff in dealing
with our customers. The code is expected to help the Debit Card holder
customers in knowing their rights and also measures they should take to protect
their interests. We propose to place this code on our web site and make copies
available to our customers on demand.
1.2 Though a voluntary document,
adoption of this Code is expected to promote customer confidence in our Debit
Card product/s and bring about better understanding between the Bank and its
Customers and thereby encourage achievement of higher operating/service
standards to benefit our customers.
1.3 For the sake of brevity and
clarity, in this Code:
"Debit Card" shall mean and denote the Debit Card Issued by the
Karnataka Bank Ltd either independently or in association with any other
issuers like Visa International etc.
“We" "us" "our" "Bank" shall mean and denote
the Karnataka Bank Ltd;
"You" shall mean and denote the Customer/s of the Karnataka Bank Ltd.
who hold or have applied for Karnataka Bank's Debit Card
"Code" means and shall denote "The Fair Practice Code for Debit
Card Operations" - being these covenants;
"Tariff" / "Charges" / "Fee/s" /
"Interest" or "Commission" shall mean and denote only those
Tariff/Charges/Fee/s/Interest or Commission
prescribed by the Karnataka Bank Ltd. and it will be independent of and will
not include the Tariff/Charges/Fee/s whatsoever that may be charged or levied
by other Acquirer Host for using their site/network and which charges will be
passed on to our customers in addition to our charges. All such charges will be
levied and debited to the account of the Debit Card Holder Customer's account.
1.4 The standards of the Code shall
be governed by the four key commitments detailed in section 2 written hereunder.
1.5 Unless stated otherwise, all
parts of this Code apply to all the Debit card products and services, whether
we provide them across the counter, over the phone, on the internet or by any
1.6 Commitments outlined in this
Code are applicable under normal operating environment. In the event of force majeure, (i.e. under circumstances beyond our control) we
may not be able to fulfill the commitments detailed under this Code.
2. Key commitments
We promise to:
2.1 Act fairly and reasonably in
all our dealings with you by:
the commitments and standards in this Code, for the products and services we
offer, and in the procedures and practices our staff/ agents follow
sure our products and services meet relevant laws and regulations
that our dealings with you will rest on principles of integrity and
not engaging in any unlawful or unethical consumer practice.
2.2 Help you to understand how our
Debit card products and services work by giving you the following information
in a simple language:
are the benefits to you
you can avail of the benefits
are their financial implications
you can contact for addressing your queries and how
2.3 Deal quickly and effectively
with your queries and complaints by:
channels for you to route your queries
to you patiently
our mistakes, if any
mistakes / implementing changes to address your queries
our response to you promptly
you how to take your complaint forward if you are not satisfied with the
2.4 Publicize this code, by making
it available for public access on our website and make copies available for you
3. Information (To help
you to choose products and services, which meet your needs)
3.1 Before you become a Debit card
customer, we will:
you information explaining the key features of our Debit card products
including applicable fees and charges
advise you what information / documentation we need from you to
enable us to issue Debit card to you. We will also, advise you what
documentation we need from you with respect to your identity, address,
employment etc., and any other document that may be stipulated by statutory
authorities (e.g. PAN details), in order to comply with legal and regulatory
you apply for Debit card, we will explain the relevant terms and conditions
such as fees and charges, renewal and termination procedures and any other
information that you may require with regards to the Debit Card/s and its
3.2 We will advise you of the turn
around time that may be required by us to respond to you while you are availing/applying for a service.
3.3 We will make available to you a
service guide/brochure/booklet giving detailed terms and conditions, fees and
charges applicable and other relevant information with respect to the usage of
your Debit card along with your first Debit card.
3.4 We will advise you our contact
details such as contact telephone numbers, postal address, website, e-mail
address to enable you to contact us whenever you need to.
3.5 If you do not recognize a
transaction which appears on your Bank account statement on account of usage of
Debit card, we will try to provide you more details on such transaction, if you
ask us. However, we may need you to give us confirmation or evidence that you
have not authorized such a transaction.
3.6 We will inform you, through our
service guide/brochure/booklet of the losses on your account that you may be
liable if your card is lost / misused.
4. Tariff (Fees/Charges
may ascertain our charges/fee etc. by:
to the service guide / booklet / Branch Notice Board
up on customer service numbers
our website; or
our designated staff
4.2 When you become our Debit Card
holder customer, and if you apply for and if you are sanctioned with our
"K-power" overdrawing facility, we will provide you information on
the "K-Power" facility and the maximum extent to which you may
overdraw your account, how and when you have to repay or regularize such over
drawings and the interest rates applicable on your over drawings and we will
charge the same interest for over drawings in your account.
4.3 If you ask us, we will also
explain how we apply interest to you account
Changes in our tariff
4.4 When we change/revise our
tariff on our Debit card products, we will update the information on our
4.5 As regards the charges/fees
etc. of any of acquirer host for using their network, we expect you to
independently enquire and ascertain, from time to time, the Charges/Fee/s etc.
whatsoever that may be charged or levied by other Acquirer Host on your using
their network. However, we also will try to update you on such charges.
5. Marketing Ethics
5.1 Field Personnel
Debit Cards are normally issued by
us through our staff working at respective Branches. However, in case we engage
any sales/marketing representatives such representatives will identify
themselves when they approach you for selling our card products. In the event
of receipt of any compliant from you that our representative/s has/have engaged
in any improper conduct, we shall take appropriate steps to redress your
If our staff / agents contact you
over phone for selling any of our Debit card products or with any cross sell
offer, the caller will identify himself / herself and advise you that he / she
is calling on our behalf. Please note that such phone calls, if any, will be
restricted to provide you products information or to convey you more about
ourselves and we request you not to divulge or converse on any confidential
information related to your account and Debit Card.
6. Issuance of Debit
6.1 Our Debit Cards are delivered
to you personally by our Officials at the branch where you have submitted your
application for the Debit Card. Officials from our branch which maintains your
account and where you have submitted application for Debit Card may also visit
your place at the address provided by you and deliver the Debit Card to you.
6.2 Debit Cards are issued in
deactivated (not ready to use) mode and after issuing the Debit Card to you the
card needs to be activated in the system which will be done within a reasonable
time. You can start using the Debit Card only after the Card is activated.
6.3 We expect you to read the User
Manuals and strictly follow all the safety measures required to be followed by
you as regards safety of the Debit Card and security aspect regarding its
7. Account Operations
Debit card statements
7.1 All your purchases and cash
withdrawals using the Debit Card will be debited to your account instantly and
your Bank account statement/pass book will contain all your transactions using
the Debit Card. However, on some very rare occasions due to certain exceptional
delayed responses owing to switch or connectivity related problems, debits
representing your transactions using the Debit Card may not occur instantly but
with some delay. We advise you to obtain your Bank account statements/pass
books at regular intervals and peruse the same. As and when we launch Internet
Banking facility, you may also avail of the same and you may access your account
online and, inter alia, check details of your
purchases / cash drawings using the Debit card.
7.2 We will let you know / notify
changes in schedule of fees and charges and terms and conditions through our
web site and/or displaying it on the Notice Boards at our Branches. Normally,
changes (other than interest rates and those which are a result of regulatory
requirements) will be made with prospective effect giving notice of at least 15
Protecting your Debit Card/account
7.3 We will advise you what you can
do to protect your Debit card from misuse. This information is normally
available in the 'User Manual'.
7.4 In the event your Debit card
being lost or stolen, we will, on your duly notifying us, take immediate steps
and try to deactivate the card to prevent it from being misused, subject to
operating regulations and laws in force.
Processing activities at our end
7.5 We may allow processing of
Debit cards related activities including operations and cross selling to third
party agencies that we consider appropriate for these purposes.
8. Confidentiality of
8.1 We will treat all your personal
information as private and confidential. We will not reveal transaction details
of your accounts to any third party, including other entities, if any, in our
group, except in the following four exceptional circumstances;
we have to give the information by law
there is a duty towards the public to reveal the information
our interests require us to give the information (for example, to prevent
fraud) but we will not use this as a reason for giving information about you or
your accounts (including your name and address) to anyone else, including any
other companies, if any, in our group, for marketing purposes.
if you ask us to reveal the information, or if we have your permission
to provide such information to our group/associate/entities or companies when
we have tie-up arrangements for providing other financial service products.
of your complaints internally
We have our 'Customer Care Centre'
with a toll free telephone line. You will seek redressal
of your grievances, if any, first from our Customer Care Centre. If you are not
happy about the outcome, you are requested to post your suggestion/complaint to
our Deputy General Manager, P&D, Head Office, Mahaveera Circle,
Mangaluru - 575002.
10.2 Banking Ombudsman Services
If you do not get a satisfactory
response from us within 60 days of lodging a compliant, and you wish to pursue
other avenues for redressal of your grievances, you
may approach Banking Ombudsman appointed by Reserve Bank of India under
Banking Ombudsman Scheme 2002.
11. Termination of Debit
11.1 You may terminate your Debit
card by giving notice to us and by following the procedure laid down by us in
our service guide / member booklet after clearing outstanding dues, if any.
11.2 We may terminate your Debit
card, if in our opinion; you are in breach of the Cardholder Agreement.
12. Feedback and
Please help us to serve you better
by providing feedback on our services. Your suggestions will help us to improve