Bank Policies

Customer Rights - Mobile Banking Privacy Statement

In the course of using this website or availing the products and services vide the online application forms and questionnaires, Telangana Grameena Bank may become privy to the personal information of its Customers, including information that is of a confidential nature.

Telangana Grameena Bank is strongly committed to protecting the privacy of its Customers and has taken all reasonable measures to protect the confidentiality of the Customer information and its transmission through the world wide web and it shall not be held liable in any manner for disclosure of the confidential information in accordance with this Privacy Commitment or in terms of the agreements, if any, with the Customers or by reasons beyond its control.

Telangana Grameena Bank endeavours to safeguard and ensure the security of the information provided by the Customer. Telangana Grameena Bank uses 256-bit encryption, for the transmission of the information, which is currently the permitted maximum level of encryption in India. The Customer would be required to cooperate with the Telangana Grameena Bank in order to ensure the security of the information, and it is recommended that the Customers use 256-Bit encryption and must necessarily choose their passwords carefully such that no unauthorized access is made by a third party. To make the password complex and difficult for other to guess, the Customers should use a combination of alphabets, numbers and special characters like !, @, #, $ etc. The Customers should not disclose their password(s) to anyone or keep any written or other record of the password(s) such that a third party could access it.

Telangana Grameena Bank undertakes not to disclose the information provided by the Customers to any person, unless such action is necessary to: -

• Conform to legal requirements or comply with legal process:
• Protect and defend Telangana Grameena Bank rights, interests or property;
• Enforce the terms and conditions of the products or services; or
• Act to protect the interests of Bank Name, or its members, or of other persons.
• The Customer authorizes Telangana Grameena Bank to exchange, share, part with all Information related to the details and transaction history of the Customers to banks / financial institutions / credit bureaus / agencies / participation in any telecommunication or electronic clearing network as may be required by law, customary practice, credit reporting, statistical analysis and credit scoring, verification or risk management and shall not hold Telangana Grameena Bank liable for use or disclosure of this information.

The Customers shall not disclose to any other person, in any manner whatsoever, any information relating to Telangana Grameena Bank of a confidential nature obtained in the course of availing the services through the website. Failure to comply with this obligation shall be deemed a serious breach of the terms herein and shall entitle Telangana Grameena Bank to terminate the services, without prejudice to recover any damages, to which the Customer may be liable.

Telangana Grameena Bank will limit the collection and use of Customer information only on a need-to-know basis to deliver better service to the Customers. Telangana Grameena Bank may use and share the information provided by the Customers and third parties for providing services, and notifying or contacting the Customers regarding any problem with, or the expiration of, such services.

Bank MSME Loan Policy

Bank's Code of Commitment to our MSE Borrowers(English)

General Management of Branches

Deposit policy

Bank's Code of Commitment to our Customers(Telugu)

Customer Rights - Compensation Policy 2019-20

The details of the Policy are furnished hereunder:

• Unauthorized/erroneous debits to customer’s account will be reversed immediately whenever noticed. Any financial loss by way of loss of interest, charges on account of non-maintenance of prescribed minimum balances in the accounts, and interest charged on erroneous debits to your loan/overdraft accounts will be reversed/reimbursed after verification.
• Where there is no involvement of third party in the transaction the erroneous debits to the accounts will be reversed within 7 days from the date of reporting. In case of involvement of third party, the bank shall complete the verification process within one month from the date of reporting.
• In case any amount has been debited to the account of a customer on account of fraudulent transactions the amount will be restored to the affected customer account without delay/demur, once the fraud is established.
• Financial losses like other bank charges etc will be reimbursed in case of failure to execute ECS transactions by the Bank.
• Penal Interest Payable by Bank for delays in credits/returns of NEFT transactions In the event of any delay or loss on account of error, negligence or fraud on the part of an employee of the destination bank in the completion of funds transfer pursuant to receipt of payment instruction by the destination bank leading to delayed payment to the beneficiary, the destination bank shall pay compensation at current RBI Repo Rate plus two percent for the period of delay for credit to the beneficiary’s a/c. In the event of delay in return of the funds transfer instruction for any reason whatsoever, the destination bank shall refund the amount together with interest at the current RBI Repo Rate plus two per cent till the date of refund.”
• Issue of ATM/Debit cards without written consent of customers. Where the Bank had issued an ATM/Debit card without written consent of the customer, which has been disputed by the customer without using the card, the said ATM/Debit card will be taken back by the Bank and got cancelled. The Bank would not only reverse the charges, if levied, immediately but also pay compensation to the customer @ `100/- if cancellation is done within 7 days of the representation and `500/- for cancellation done after 7 days.
• ATM failure: Compensation to customers for settlement of disputed ATM transactions: Failure to re-credit the customer’s account within 7 working days of receipt of the compliant shall entail payment of compensation to the customer @ Rs.100/- per day by the issuing bank, provided the claim is lodged with the issuing bank within 30 days of the transactions and branch has failed to establish the proof of payment/disbursement by ATM.
• If a cheque is paid by the Bank in spite of stop payment instructions duly recorded, the bank shall reverse the transaction and give value dated credit within two (2) working days of the intimation of such erroneous payment.
• Payment of compensation in case of delay in collection of outstation Cheques:

  S.No	Stipulation	Compensation payable	Note
  1	Delay beyond 10/14 days	SB rate of interest	If the credit is to a loan account interest will be paid at the rate applicable to the loan account
  2	Delay beyond 45 days	Interest rate applicable on Term Deposits	If the credit is to a loan account interest will be paid at the rate applicable to the loan account
  3	Delay beyond 90 days	2% above applicable Term Deposit interest	2% above the applicable rate to the loan account.

• Payment of compensation in case of delay in clearance of local Cheques
  • Compensation is payable to our customers, for the delay in clearance of Local Cheques also, as under.
  • As a policy, bank would give credit to the customer account on the same day, clearing settlement takes place. Withdrawal of amounts so credited would be permitted, as per the cheque return schedule of the clearing house.
  • The Local cheques have to be presented in clearing promptly on the same day on which the cheque is received. If the cheque is received after cut-off time (prescribed for receipt of cheques for clearing) the cheque should be presented in clearing on the next working day without fail. In case there is delay in presentment of Local cheques to the clearing house, Bank to pay compensation to the customer at savings bank interest rate for the period corresponding to the delay.
  • Such interest shall be paid without any demand from customers in all types of accounts. There shall be no distinction between instruments drawn on the bank’s own branches or on other banks for the purpose of payment of interest for delayed collection.
• The Account will be transferred from one Branch to another Branch of our Bank at customer’s request and it will be operationalised within 15 days of receiving customer’s request, subject to complying with the required KYC formalities at the new branch. If there is delay beyond 15 days, even after customer complied with all the requirements, the charges debited to his account, if any, for transferring the account will be reversed.
• Payment of compensation for delay in delivery of title deeds:
  
  The bank will ensure to return all the securities/documents/title deeds to mortgaged property within 15 days from the date of receipt of written request from the customer or within 15 days of the repayment of all dues agreed to or contracted, whichever is later, in normal course except at the instances not in the hands of the Bank. If any right to set off is to be exercised for any other claim, the bank will give due notice with full particulars about the other claims and retain the securities/documents/title to mortgaged property till the relevant claim is settled/paid. The bank will compensate the customer @ Rs. 2,000/- for every block of 15 days subject to maximum of Rs.30,000/-, for any delay in return of securities/documents/title deeds to mortgaged property beyond 15 days of the repayment of all dues agreed to or contracted.
  
  
  • Furnishing Bank’s certificate or notarized affidavit indicating loss of title deeds in the custody of the Bank.
  • Paper publication regarding loss of title deeds at the Bank’s cost.
  • Bearing / reimbursing the expenditure for obtaining certified copies of such title deeds.
  If the lost of title deeds on account of negligence of the Bank’s staff member, the expenditure incurred for getting the duplicates and compensation for delay in providing the duplicate sets should be borne by the concerned officer.
  All the instances of compensation to be reported to the next higher authority. If the title deeds have been filed / deposited by Bank in the Court/DRT/Forum and lost in the custody of Court/DRT/Forum or there is a delay in returning such title deeds by Court/DRT/Forum, the Bank shall not be held responsible for such delay.
• Payment of compensation for Cheque or instrument lost while in Bank’s custody:
  
  In the event of a cheque or an instrument accepted for collection is lost in Bank’s custody or in transit or lost by the Service Provider i.e., Business Facilitator/Business Correspondent (BFs/BCs) under Alternate Channel Scheme of Rural Business group, bank shall, immediately on coming to know of the loss of instrument, notify the customer and shall, simultaneously, advise the Drawee bank particulars of lost Cheques for exercising caution against payment and provide assistance to the customer to obtain a duplicate instrument from the drawer/maker of the instrument.
  The bank will compensate the account holder in respect of instruments lost in transit in the following way:
  • In case intimation regarding loss of instrument is conveyed to the customer beyond the time limit stipulated for collection (10/14 days as the case may be) interest will be paid for the period exceeding the stipulated collection period at the rates specified in item 2 above.
  • Bank will pay interest on the amount of the cheque for a further maximum period of 30 days at SB rate to provide for possible further delay in obtaining duplicate cheque/instrument and collection thereof.
  • The Bank will bear the actual charges of recording Stop Payment instructions levied by Drawee bank.
  • The bank would also compensate the customer for any reasonable charges he/she incurs in getting duplicate cheque/instrument upon production of receipt, in the event the instrument is to be obtained from a bank/institution who would charge a fee for issuing duplicate instrument, subject to a maximum of Rs.500/- .
• Compensation for delay in Issuance of Duplicate IOI (Inter Office Instrument):
  
  Duplicate IOI will be issued within a fortnight from the receipt of such request from the purchaser thereof. For delay beyond the above stipulated period, interest at the rate applicable for fixed deposit of Corresponding period will be paid as compensation to the customer for such delay.
• Payment of “at par” Cheques issued by other Banks:
  
  • Bank will not pay any compensation to the cheque holder, for dishonor of “at par” cheques issued by other banks, including Co-Operative Banks in the absence of adequate funds in the account on which cheques are issued even though the amount of the cheque may have been paid to the Bank which had issued the “at par” cheque.
  • RBI instructions stipulate that banks will not honour cheques drawn on current accounts maintained by other banks with it unless arrangements are made for funding cheques issued. Issuing Bank should be responsible to compensate the cheque holder for non payment of cheques in the absence of adequate funding arrangement.
• Customers’ Responsbility
  
  • Bank will not be responsible for the loss to the customers due to customer’s carelessness in keeping the Cheque book, passbook, cards, PIN or other security information and not following Do’s and Dont’s issued by Bank, until the bank has been notified by the customer.
  • Bank will not be responsible for the loss to the customer, if the customer acts fraudulently and / or acts without reasonable care which has resulted into loss to him/her. Bank will also not be responsible for the losses arising out of misuse, of lost PIN, compromise of passwords/secure or confidential information, suffered by the customer until the time the Bank has been notified and has taken steps to prevent misuse.
• Disclaimer Clause:
  
  Notwithstanding anything contained here above, the Bank shall not pay any compensation in the following cases:

  • Any deficiency in regard to loans and advances activities of the Bank.
  • Dishonour of at par payment agreement with other banks, due to non-funding and security compliance.
  • Delays on account of non-functioning of business due to factors beyond the control of the bank, the period covered by such events shall be omitted for calculation of delay etc.
  • Where the issues are sub-judice and pending before Courts, Ombudsman, Arbitrator, Governments and matter put on hold due to stay.
• Force Majeure:
  
  The Bank shall not be liable to compensate customers, if some unforeseen event beyond the control of the bank prevents it from performing its obligations within the specified service delivery parameters.
• Amendments / Modifications of the Policy:
  
  The Bank reserves the right to amend / modify this policy, as and when deemed fit and proper, at its sole discretion. Bank shall also endeavor to review the policy at annual intervals.

Cheque Collection Policy

Deceased Depositors Settlement Claims - Formats

Definitions

• "Card(s)" shall mean RuPay Debit/Prepaid or Credit cards as issued by the Issuing Bank.
• “Cardholder” shall mean the owner authorized to perform transaction on the card issued by an Issuing bank
• The words "we", "us" and "our" refer to Bank / NPCI / RuPay PaySecure solution as the case may be.
• “Registration information / data” shall mean the information shared by the cardholder during the registration transaction viz. Image, Personalized phrase and PIN.
• “Bank” shall mean Telangana Grameena Bank which has issued the RuPay Debit Card.

About RuPay PaySecure

RuPay PaySecure provides you an additional level of security for all online transactions done using your RuPay cards. The platform uses a combination of image & phrase selection and OTP entry to secure your online experience using the card.

Key Features

• The solution offers enhanced security measures in addition to the RBI mandated 2-Factor authentication viz. registration, OTP, image based authentication and anti-phishing measures.
• Highly secure with unique anti-phishing properties
• User friendly and smooth adaptability
• Simplified architecture & transaction flow reduces transaction time resulting in faster transaction processing and reduction in drop-outs
• Customer experience: During the online payment the cardholder’s authentication data is collected in a secured manner. Further, with help of a bank themed PIN pad the cardholder has to enter the PIN number while making the payment. The pad shuffles each time a digit is entered as an additional security measure.

Target Customers

All RuPay Card Holders whose mobile number is linked to their A/Cs in TGB for online transactions viz. bill payments, online purchases etc.

RuPay PaySecure Usage

• All the customers holding RuPay Cards can transact online with RuPay PaySecure
• RuPay Cards are enabled for online purchases on major merchants.

Acceptance of Terms

• Usage of RuPay PaySecure is subject to the T&Cs governing the card transactions as well as Terms and Conditions applicable to the Bank Account. Use of PaySecure abides you to the terms of the solution. In addition, when using RuPay PaySecure, you will be subject to all guidelines or rules applicable to RuPay cards and PaySecure that may be posted from time to time at the (TGB and/or NPCI) web site.
• The cardholder is entirely responsible for ensuring secure usage of card details. Cardholder is liable for misuse/ unwarranted disclosure of sensitive information such as the card details, OTP, etc. Bank/NPCI shall not be responsible for interception/ misuse of such details while using RuPay PaySecure service. Bank/NPCI is not liable if the terms and conditions relating to use of this information are not complied with.

Customer Obligations:

Customer to provide complete, correct, honest and current information as required by RuPay PaySecure. If you provide any personal Data that is untrue, inaccurate, not current or incomplete, or if there are reasonable grounds to suspect that the information provided by you is untrue, inaccurate, not current or incomplete, NPCI reserves the right to suspend, terminate, or refuse your current or future use of RuPay PaySecure service.

Registration

• RuPay PaySecure reserves the right to disallow the customer from usage of the service in case the information provided by the customer is incorrect/ false. The cardholder assures that every information entered in the PaySecure system is true and that they are legally entitled to use the cards that they register on the RuPay PaySecure system.
• For all queries related to RuPay PaySecure, refer to the following URL: http://npci.org.in/PaySecure_faq_310715.aspx or call your bank’s customer service numbers.
• NPCI may enhance the security features etc. of the RuPay PaySecure solution from time to time. The T&Cs may be modified for revised features in the future. Acceptance of these T&Cs will abide the cardholder for any future versions of the RuPay PaySecure T&Cs.

Confidentiality and Security of Registration Information

Cardholder is liable entirely for maintaining the confidentiality of the card details used on the RuPay PaySecure solution. All verification information supplied to or established by Cardholder with respect to PaySecure will be the sole responsibility of the cardholder.

Cardholder is responsible not to share information which enables access/ usage of RuPay PaySecure to any third party. Customer should immediately notify the bank of any unauthorized use of their RuPay PaySecure verification information, or any other breach of security. The cardholder agrees that Bank/NPCI will not be liable for any loss or damage arising from failure of Cardholder to comply with these T&Cs.

Cardholder Responsibilities

As a RuPay PaySecure user, the cardholder acknowledges and agrees to the following:

The cardholder will:

• Ensure confidentiality of PIN and not reveal it to any third party.
• Keep the OTP confidential and not reveal it to any third party
• Take necessary precautions to ensure that the computer device or other device accessing RuPay PaySecure during transactions is guarded from all unauthorized access.

The cardholder will NEVER:

• Access RuPay PaySecure with false/fake id or attempt impersonation of any kind;
• hamper the functioning of the RuPay PaySecure module in any manner of hardware or software malfunction by use of software viruses or any other programs or applications;
• intentionally overload the RuPay PaySecure platform to hamper the service;
• infringe upon the Intellectual Property rights of the PaySecure solution by attempting to re-create or re-engineer the solution or any part of it or the softwares used in connection with RuPay PaySecure;
• remove any copyright, trademark, or other proprietary rights notices contained in RuPay PaySecure;
• re-create or use any part of the RuPay PaySecure service without NPCI's prior written authorization;
• attempt to data mine, unlawfully obtain information specific to the RuPay PaySecure solution using any application, or other manual or automatic device or in any way and re-engineer or duplicate the user experience similar to PaySecure service;
• interfere with the functioning of PaySecure or its associated hardware/ software by any means; or
• fail adherence to any applicable governing law, regulation, guidelines or any Terms and Conditions advised by Bank/NPCI in connection with use of RuPay PaySecure.

Rules of Liability

• NPCI has no liability for cardholder’s internet access device or password obtaining device (such as computer or mobile phones etc.) or proper functioning of its hardware or software before, during or after the use of RuPay PaySecure.
• NPCI will in its best efforts make the web service secure from all aspects possible. However, NPCI will not take liability for any viruses or unlawful downloads that the cardholder’s system may be exposed to while he accesses the internet for using RuPay PaySecure.
• NPCI does not take liability of failed transactions which are incomplete due to any reason

Merchants

The RuPay PaySecure solution merely offers card holders an additional level of security for their card transactions on their online merchants. RuPay PaySecure by no means intends to endorse any Merchant over others. Additionally, NPCI does not guarantee the cardholder experience with the merchant in terms of delivery of product, quality etc. NPCI does not validate the Merchant’s services or offering.

Cardholder’s interaction with the merchant is independent of governance of RuPay PaySecure rules. Merchant’s terms of business with the cardholder with regards to service/ product quality, delivery, payment, guarantees / warrantees, promotions, discounts etc. is an understanding between the cardholder and merchant alone even if the customer used RuPay PaySecure for authorizing the transaction. In no event will NPCI be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.

Internet Frauds

The Internet per se is susceptible to a number of frauds, misuses, hacking and other actions which could affect use of RuPay PaySecure. Whilst the Bank and/or NPCI shall aim to provide security to prevent the same, there cannot be any guarantee from such Internet frauds, hacking and other actions which could affect the use of the RuPay PaySecure. You shall separately evaluate all risks arising out of the same.

Operational Issues

Every effort is made to keep the website up and running smoothly. However, NPCI takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to operational issues beyond control of NPCI

Discontinuation of RuPay PaySecure

Bank/NPCI reserves the right to discontinue the above service at any time whatsoever

Customer Rights Policy

Policy on Rehabilitation of Micro and Small Enterprises

Grievance Redressal

Customer Service Compensation Policy

Customer Rights - Right To Information ACT 2005

Objective of the Right to Information Act

The Government of India has enacted ‘the Right to Information Act 2005’ to provide for setting out the practical regime of right to information for citizens to secure access to information under the control of Public Authorities. The basic objective of the Right to Information Act is to empower the citizens, promote transparency and accountability in the working of the Public Authorities, contain corruption, and make our democracy work for the people in real sense.

What is Information

Information is any material in any form. It includes records, documents, memos, e-mails, opinions, advices, press releases, circulars, orders, logbooks, contracts, reports, papers, samples, models, data material held in any electronic form. It also includes information relating to any private body which can be accessed by the public authority under any law for the time being in force.

What is Right to Information

The right to information includes an access to the information which is held by or under the control of any public authority and includes the right to inspect the work, document, records, taking notes, extracts or certified copies of documents / records and certified samples of the materials and obtaining information which is also stored in electronic form.

Who can Seek information

Section 3 of the Right to Information Act provides as under:

“Subject to the provisions of this Act, all citizens shall have the right to information.”

Normally, an applicant is not required to submit any proof of citizenship. However, if the CPIO has any doubt about the identity of the applicant he can seek for his proof of identification.

The Act gives the right to information only to the citizens of India. It does not make provision for giving information to Corporations, Associations, and Companies etc. which are legal entities / persons but not citizens. However, if an application is made by an employee or office bearer of any Corporation, Association, Company, NGO etc. indicating his name and such employee or office bearer is a citizen of India, information may be supplied to him / her. In such cases, it would be presumed that a citizen has sought information at the address of the Corporation.

What is a Public Authority

A “public authority” is any authority or body or institution of self government established or constituted by or under the Constitution; or by any other law made by the Parliament or a State Legislature; or by notification issued or order made by the Central Government or a State Government. The bodies owned, controlled or substantially financed by the Central Government or a State Government and non-Government organizations substantially financed by the Central Government or a State Government also fall within the definition of public authority. State Bank of India is a Public Authority.

Structure of RTI in the Bank

Central Assistant Public Information Officer (CAPIO)

The Bank has designated all Branch Managers (except Scale – IV &Scale-V branches) as Central Assistant Public Information Officer (CAPIO) in the Bank. In case of Scale – IV and above branches, the Chief Managers are designated as CPIOs and are directly responsible for furnishing information under RTI Act. The next senior most officer in Scale – IV /V branches is designated as CAPIO of their respective branches.

The CAPIOs send the application or appeal to the Central Public Information Officer or the concerned Appellate authority for disposal.

A Central Assistant Public Information Officer is not responsible for supply of the information.

Central Public Information Officer (CPIO)

Central Public Information Officers are responsible for giving information to a person who seeks information under the RTI Act. The Bank has designated all Regional Managers of respective regional office and for branches under their control as Central Public Information Officer (CPIO) in the Bank. Chief Managers of respective Scale-IV Branches and Chief Manager (Board) is designated as CPIO at Head office.

Appellate Authority (A A)

If an applicant is not supplied information within the prescribed time of thirty days or 48 hours, as the case may be, or is not satisfied with the information furnished to him, he may prefer an appeal to the First Appellate Authority. The Bank has designated GM (OPS &Credit) as Appellate Authority in Bank.

Details of Appellate Authority / CPIOs / CAPIOs of Tgb Are Placed As Annexure.-I

List of Branches with addresses is furnished in Bank Website.

Format of Application

There is no prescribed format of application for seeking information. The application can be made on plain paper. The application should, however, have the name and complete postal address of the applicant. Even in cases where the information is sought electronically, the application should contain the name and postal address of the applicant. The application should be made in English or Hindi or in the official language of the area in which the application is being made, accompanied by the prescribed fee and specifying the particulars of the information sought.

Payment of RTI Fee & Cost of Information

The RTI fee and the cost of information, where applicable, is to be paid by Demand Draft or Bankers Cheque or IPO in the name of ‘TGB’ and payable at the centre where CPIO is located. Alternatively, applicant may deposit the prescribed fee in the ‘P & T Charges Recovered Account’ at any branch of the TGB and will attach counterfoil thereof in original with the application / request while forwarding it to the CPIO / CAPIO.

Application fees : Rs.10/-

Additional fee - as cost of information

• Rupees two for each page (in A-4 or A-3 size paper) created or copied.
• Actual charge or cost price of a copy in large size paper
• Actual cost or price for samples or models
• Information provided in diskette or floppy rupees fifty per diskette or floppy
• Information provided in printed form at the price fixed for such publication or two rupees per page of photocopy for extracts from the publication.

What information can be sought

A citizen has a right to seek such information from a public authority which is held by the public authority or which is held under its control. This right includes inspection of work, documents and records; taking notes, extracts or certified copies of documents or records; and taking certified samples of material held by the public authority or held under the control of the public authority. It is important to note that only such information can be supplied under the Act which already exists and is held by the public authority or held under the control of the public authority. The Central Public Information Officer is not supposed to create information; or to interpret information; or to solve the problems raised by the applicants; or to furnish replies to hypothetical questions.

A citizen has a right to obtain information from a public authority in the form of diskettes, floppies, tapes, video cassettes or in any other electronic mode or through print-outs provided such information is already stored in a computer or in any other device from which the information may be e-mailed or transferred to diskettes etc.

The information to the applicant should ordinarily be provided in the form in which it is sought. However, if the supply of information sought in a particular form would disproportionately divert the resources of the public authority or may cause harm to the safety or preservation of the records, supply of information in that form may be denied.

In some cases, the applicants expect the Central Public Information Officer to give information in some particular proforma devised by them on the plea that they have a right to get information in the form in which it is sought. It need be noted that the provision in the Act simply means that if the information is sought in the form of photocopy, it shall be provided in the form of photocopy, or if it is sought in the form of a floppy, it shall be provided in that form subject to the conditions given in the Act. It does not mean that the CPIO shall re-shape the information. This is substantiated by the definition of the term ‘right to information’ as given in the Act, according to which, it includes right to obtaining information in the form of diskettes, floppies, tapes, video cassettes or in any other electronic mode or through print-outs provided such information is already stored in a computer or in any other device. Everywhere in the Act, the word ‘form’ has been used to represent this meaning.

A citizen has a right to get ‘material’ from a public authority which is held by or under the control of that public authority. The Act, however, does not require the Public Information

Officer to deduce some conclusion from the ‘material’ and supply the ‘conclusion’ so deduced to the applicant. It means that the Public Information Officer is required to supply the ‘material’ in the form as held by the public authority, but not to do research on behalf of the citizen to deduce anything from the material and then supply it to him.

Information which is exempt from Disclosure

The Act provides under Sections 8 and 9 certain categories of information that are exempt from disclosure to the citizens. The following categories of information are exempt from disclosure under Section 8(1)

• information, disclosure of which would prejudicially affect the sovereignty and integrity of India, the security, strategic, scientific or economic interests of the State, relation with foreign State or lead to incitement of an offence.
• information which has been expressly forbidden to be published by any court of law or tribunal or the disclosure of which may constitute contempt of court;
• information, the disclosure of which would cause a breach of privilege of Parliament or the State Legislature;
• information including commercial confidence, trade secrets or intellectual property, the disclosure of which would harm the competitive position of a third party, unless the competent authority is satisfied that larger public interest warrants the disclosure of such information;
• information available to a person in his fiduciary relationship, unless the competent authority is satisfied that the larger public interest warrants the disclosure of such information;
• information received in confidence from foreign Government;
• information, the disclosure of which would endanger the life or physical safety of any person or identify the source of information or assistance given in confidence for law enforcement or security purposes;
• information which would impede the process of investigation or apprehension or prosecution of offenders;
• cabinet papers including records of deliberations of the Council of Ministers, Secretaries and other officers;
• information which relates to personal information the disclosure of which has no relationship to any public activity or interest, or which would cause unwarranted invasion of the privacy of the individual;

Time Norms for disposal of Requests and Appeals

If a public authority fails to comply with the specified time limit, the information to the concerned applicant would have to be provided free of charge.

The appeal should be disposed off within 30 days of receipt of the appeal.

In exceptional cases, the Appellate Authority may take 45 days for its disposal for which reasons are recorded.

ANNEXURE-I

Banking Ombudsman Scheme 2006

Collection of Dues and Reposession of securities

Settlement of Claims in case of deceased depositors

Positive Pay System For Cheque Truncation System