Study Material On Processes-Query Desk

Study Material on
Processes-Query Desk
Study Material on
Processes-Query Desk
Study Material on Processes-Query Desk
Topics
Savings Account Queries ........................................................................................... 5

Account Closure Request ....................................................................................... 5
Registration of ECS & Auto Debit Mandate ........................................................... 6
Addition of Joint Applicant ..................................................................................... 8
Amount in Sl/Insdet Account .................................................................................. 9
Attestation of Photograph & Signature ................................................................ 10
Change of Address ................................................................................................ 10
Changing Parameter for Quantum Optima .......................................................... 12
Cheque deposited not credited to customer's account ...................................... 13
Debit Card Related Queries................................................................................... 15
Debit Card Hotlist/Dehotlist ............................................................................... 15
Process for De- Hotlisting (Activation) of Debit card....................................... 16
Personalised Debit Card .................................................................................... 16
Instant Card ........................................................................................................ 16
ATM Pin not received ........................................................................................ 17
Instant Pin ........................................................................................................... 17
Issuing debit card to Privilege customers ........................................................ 17
Linking of account to debit card ....................................................................... 18
Reissue of Debit Card ........................................................................................ 18
Reissue of debit card pin ................................................................................... 19
Deletion of Name from Account .......................................................................... 20
Dormancy Removal .............................................................................................. 20
FAQ on dormancy policy of NRI and SB Accounts ............................................ 21
Form 15G/15 H ...................................................................................................... 24
Internet Banking Registration .............................................................................. 26
Online password generation ............................................................................ 26
Eligibility of the customers ............................................................................... 27
FAQ on Online password generation .............................................................. 27
Issuance of 5 Leaf Cheque Book.......................................................................... 29
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Issuance of Balance Certificate ............................................................................ 31

FAQs Banker Vertification Certificate ............................................................... 32
Issuance of Cash Withdrawal Slip ....................................................................... 32
Issuance of Interest Certificate ............................................................................. 34
Issuance of Statement & Passbook ..................................................................... 34
Generating e-mail statements .............................................................................. 35
FAQ on Passbook ................................................................................................. 36
Minor to Major - Change in Account Status ....................................................... 37
Mobile Banking registration request ................................................................... 38
Name change request from customer ................................................................ 40
Nomination Registration / Cancellation / Change Request ................................ 43
Request for Personalised Cheque Book .............................................................. 44
Signature change request .................................................................................... 45
Stop Payment / Revoking of Cheques................................................................. 46
Transfer of Account .............................................................................................. 47
Updation of PAN ................................................................................................... 48
Current Account Queries ......................................................................................... 49

Activation of Inactive/Dormant accounts ............................................................. 49
Change in Customer Name or Title of the account ............................................. 50
Change in MOP/Signature Addition, Deletion & Modification ............................ 52
Change of Address ................................................................................................ 55
Change of Variant .................................................................................................. 58
Closure of Account ................................................................................................ 59
Nomination updation............................................................................................. 62
PAN Updation ........................................................................................................ 63
Transfer of Account ............................................................................................... 65
Fixed Deposits .......................................................................................................... 66

FD Account Closure & Renewal ............................................................................ 66
FD Renewal ............................................................................................................ 67
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Tax Deducted at Source (TDS) ............................................................................. 67

Value Dating (sub heading) ................................................................................... 67
Loan /OD against Fixed Deposits ......................................................................... 68
Product related guidelines ................................................................................ 70
GL sub head code for FD account creation ........................................................ 71
Opening FD with new cust ID .............................................................................. 72
FAQ on Fixed Deposits......................................................................................... 73
FAQ on Value dating of Term Deposits and Manual Payment of Interest ........ 86
Deliverables, Inventory, Branch Control and House Keeping .............................. 88

Branch control and housekeeping processes at branches................................. 88
Comparative position of the courts order ........................................................... 90
Fraud Reporting Mechanism ................................................................................ 91
FAQs-Branch control & Housekeeping................................................................. 92
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Savings Account Queries
Account Closure Request
Requirement from Customer

Request letter for closure of account in standard format can be received at all
branches.
Signature of all account holders
Unused cheque leaves and debit card to be surrendered
Check
Address details for delivery of account closure proceeds
Link with web trade account
Lien, debit/credit freeze. BM/BOM can decide to lift the lien, debit credit freeze
Debit balance or Zero balance.
Dormancy
Outstanding Cheque purchase, Outstanding entries can be checked in FCRM (QK SR)
by entering the account number in the following path:FCRM/CRM/360 Degree view /
Incident
Procedure
Request the customer to fund if the account is in debit balance.
If the debit balance is on account of earlier bank charges, BM can waive the charges as
per DFP
Obtain BM/BOM authorisation for removing freeze/lien
If request for account closure is received for lien marked/frozen account, at non-base
branch, branch accepting the form should seek authorization from Branch Head at
Base branch for removal of the same by sending an e-mail. Base Branch needs to reply
to this mail within 24 hours certifying removal of freeze/lien or reason for inability to do
so.
In case lien/freeze cannot be lifted, request for account closure is not accepted.
Do not process account closure request having outstanding cheque purchase entries.
Destroy the debit card and cheque book physically and in I Core.
In Base branch, Account Closure request is done in KWIKCLOS option (I Core User
Manual)
In non base branch the request is forwarded to RPC/CPC
Lodge FCRM under LI_Request for Account Closure.
Send the scanned request to RPC.
For Branches where FCRM is not accessable physical request is sent to RPC with
BM/BOM approval.
Give acknowledgement to the customer after recording the SR number.
Accounts having OD facility

Do dummy interest check and ask the customer to pay the interest.
Lodge a SR under LI_Request for Account Closure
Scan the request to central operations team.
Accounts linked to I Direct
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Ask customer not to trade any further in the account.

Lodge a SR under LI_Account Closure_Web Trade account
TAT
3 days for normal accounts
4 days for account with freeze/lien
5 days for I Direct accounts
Mode of Settlement
Payorder/ Demand draft
Transfer to another account held by the customer.
Funds Transfer
RTGS/NEFT
Cash if the amount is below Rs.20000/-
Circular Reference
RCLG-2112/Feb 09, 2011/Cir.No.8498
RCLG-2113/Feb 09, 2011/Cir.No.8499
Registration of ECS & Auto Debit Mandate

Introduction
It is a mode of electronic funds transfer from one bank account to another bank account
using the services of a Clearing House. This is normally for bulk transfers from one
account to many accounts or vice-versa. This can be used both for making payments like
distribution of dividend, interest, salary, pension, etc. by institutions or for collection of
amounts for purposes such as payments to utility companies like telephone, electricity, or
charges such as house tax, water tax, etc or for loan installments of financial
institutions/banks or regular investments of persons.
ECS Arrangement Mandate

RBI vide this circular dated April 18, 2012 has advised Banks to adhere to the following
instructions with respect to ECS (Debit) mandate arrangement:
i. All the debit mandates executed by the customers authorizing debit in their accounts
should be authenticated and stored by the destination banks. Any debit to customers
accounts will be raised only on the basis of a valid mandate. If such mandates are not
available on their record, banks are not authorized to effect such debits to the
customers' accounts.
ii. The account holder may also be given the facility of putting an upper limit for each
individual transaction in the mandate, and/or a time limit for operation of a particular
ECS mandate (life of a mandate) by the end user/ destination banker. The debit to a
customer account has to be within this amount and time limits prescribed by the
customer.
iii. Any instructions on withdrawal of mandate by the customer will be accepted by the
destination banks without necessitating the customer to obtain the prior
concurrence/approval for withdrawal from the beneficiary user institution and will be
treated equal to a "Stop Payment" instruction in the cheque clearing system. After
receipt of such instructions for mandate withdrawal, no debit in the account will be
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permitted. In view of the possibility of multiple mandates in one account, the banks
should be careful to record the withdrawal of the correct mandate.
Migration of ECS Mandate Registration in I-Core from Branch to RPC

To ensure registration of all mandates received by the Bank, the mandate registration
process in I-Core has been migrated from branches to RPCs. All ECS mandates received
at branches should be send to RPC for registration in I-Core.
Process to be followed by branches:
1. Customer visits the branch and submits the ECS mandate / Auto Debit mandate
registration form
2. Branch official needs to check the mandatory field such as Account number, Account
name, Signature of the customer, MICR code, Name of the beneficiary, Start date,
Date of Effect, Periodicity (frequency), Amount, Number of installments, Cancelled
cheque attached with mandate and in case of proprietorship accounts, whether a
stamp affixed of the proprietor
3. Signature mentioned on the mandate should be checked with the I-Core records.
4. In case of any discrepancies in the above mentioned fields, the same should be
rectified at the branch itself.
5. If all the details are in order, branch official will put a stamp for signature verified and
authorize the request form.
6. In case the customer is having only one copy with him, a photocopy of the mandate
recording the Branch authorization (signature of branch official & signature verified
stamp) should be taken and sent to the RPC. In such cases, the original mandate may
be handed over to the customer.
7. Branch shall raise an SR on the RPC providing details of the mandates dispatched.
SR Types
LI_ECS RELATED_Request for ECS Mandate registration
PB-LI_ECS RELATED_Request for ECS Mandate registration-PBLI
NRI-LI_ECS RELATED_Request for ECS Mandate registration-NRI
8. The details shall be provided as per prescribed format in a spreadsheet and the same
shall be attached in the SR.
9. Branch official will dispatch the physical mandate to the mapped RPC for registration of
the mandate.
10. TAT for requests received prior to cut-off shall be 1 day.
Note
For registration of Auto Debit mandate, customer's needs to get the registration form
from the respective company.
Presently Life Insurance Corporation of India (LIC) has done the tie-up for Auto Debit
Mandate registration, please register LIC customers as per the process.
ECS mandate suspension (12/1/2013 12:10:40 PM)
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When customer comes with the stop payment request / ECS Mandate suspension
request, search for the mandate availability in I core through ICIRSQLS menu option >
sub menu option 1 > sub menu option 27.
System will show all the mandates pertaining to that user institution and account number.
Identify the specific mandate for which customer wants to stop the payment based on the
data available in the reference text field. If correct mandate is identified note down the
mandate number.
Through the ECSM menu option in I-Core, choose 'M-Modify' to suspend the mandate by
entering the 'Suspend From' and 'Suspend To' date.
TAT
1 day for activation & deactivation
Circular Reference
RLOG-75/Sep 26, 2011/Cir.No.9069 (Electronic Clearing Service)
TBG-94/Aug 14, 2012/Cir.No.9994 (Auto Debit Facility)
Addition of Joint Applicant

Introduction
Addition of a new applicant to the existing account

Fresh AOF form to be filled
Photograph
Self attestation by applicant
A request letter for addition of name to be obtained from existing account holders as
well as relationship docs.
A letter must be obtained from new applicant acknowledging the issue of ATM/Debit
card to existing account holders. (Debit card declaration)
ID proof and address proof is required
Addition of name form to be filled
For identity, address and age proof any of the KYC documents can be collected.
Check
Existing Nomination, In case the joint holder is the nominee, then form for removal of
old nomination and addition of new nomination is required.
While accepting requests for addition of name:
The fresh applicants(s) being added should appear sequentially after the existing order
of names in the account
Resident applicants cannot be joint holders for NRE / FCNR / RFC accounts.
Resident Applicants can be added to NRO accounts.
Care must be taken to ensure the existing account has not been attached or marked for
freeze/lien by any regulatory body, by checking the account details in I CORE.
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If the customer has availed Demand Loan / OD against FD and loan account is
maintained under same customer id, fresh loan documents from all holders including
holders added (deleted) need to be obtained before effecting addition of name.
Procedure
Verify the original documents and affix Verified with Original stamp on the copies of
the document.
Required documents along with the AOF to be sent to linked RPC for Account
Modification.
TAT
2 working days, from the date sent to RPC
Circular Reference (27/11/2012 10:00:32 AM)

RCLG-2302/Mar 10, 2012/Cir.No.9574
Amount in Sl/Insdet Account

Introduction
Sl/Insdet is an office account. Funds deposited by the customer with insufficient details ie.
No account number, Incorrect account number, Name mismatch etc. is parked in this
account. The amount is reversed to the customer, on providing sufficient documents.
Requirement from the customer

Request letter from the customer
Letter should contain date, amount and cheque number with payee bank details
Debit party confirmation incase of name mismatch
Check
Check for remarks column by exploding the transaction in ACLI to know the reason for
parking the funds in Sl/Insdet account. Eg Name mismatch, incorrect account number,
challan incorrectly filled up etc
Procedure
Lodge a FCRM from BM/BSCM's ID under LI_Cheque/Cash related_request _reversal of
funds lying in Sl.Insdet.
SR should have details of Cheque number,Amount, Suspense account in which funds
are lying.
Debit party letter to be scanned in case of name mismatch
TAT
For cash 2 working days
For cheque deposit 1 working day after raising SR
Circular Reference
RCLG-2053/Sep 08, 2010/Cir.No.8144
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Attestation of Photograph & Signature

Introduction
Branches receive requests from customers for verification of their Signatures or
attestation of their photographs at both base & non base branch for the purpose of
applying loans, cell phone connections, professional entrance exams etc

Attestation of Photo:
Request letter from the customer (Format) along with the letter/document on which
photo attestation is to be done.
Request can be taken only if the customer comes in person
Customer to submit valid photo identity like
Passport
Driving licence
Voters I Card
Pan Card
Photo Credit Card
Attestation of Signature
Request letter from customer (Format) along with the letter/document on which signature
attestation is to be done.
Procedure
Attestation of Photo
Verify the Photo on the document of the customer with the application, Photo I Card
provided by the customer and in I Core
Affix the round stamp partially on the photograph and partially on the letter.
Attestation of Signature
Signature of the documents is checked with bank records
If the signature tallies, the signature should be encircled by red ink.
Officer in the grade of AM and above should sign and affix the stamp that specifies
The signature is verified for ------ as per our records, without any risk or liability on the
part of the verifying authority or ICICI Bank ltd.
TAT
Over the counter
Circular Reference
RCLG-2112/Feb 09, 2011/Cir.No.8498
Change of Address
Introduction
Request letter for change in address can be provided by the customer in any branch
irrespective of where the customer account is held.
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Requirement
Request letter duly signed by the account holders. Stay Connected Form
Address proof is required if account is opened/ activated less than 6 months, prior to
the date of receipt
Check
Name and account number given in the request
Verify the signature of the Customer
Check for freeze/Inactive/lien/debit balance/dormancy
Check for the pin code
Procedure
Address change requests for A/cs in debit/ zero balance should be referred to BM /
BOM
Update the new address as per customer instruction in CUMM I Core Manual
Handover the acknowledgement to the customer with round seal, date and initials
3-in 1 account modification cannot be done at branches. A SR has to be raised in
FCRM for change of address under LI_Address Modification_Mulitple Products
If customer has requested for cheque book, Before processing the Chequebook
request address change should be executed.
TAT
Over the Counter
Important points to note

Stay Connected form for demographic changes can be processed at any branch only if
submitted in person by the customer at any ICICI Bank branch along with ID Proof.
Obtain Stay Connected Form filled and submitted in branch by Primary Holder or by
holders as per mode of operation
Signature of the customer should be verified and the application should be stamped as
'signature verified' mentioning employee id of the staff doing the same.
Self attested photocopy of customer / mandate holder's identity proof should be taken
after verifying the same with original. Also affix 'verified with original' stamp on it.
Employee doing verification of original must put his Emp Id & signature against the
OSV stamp. This along with the Stay connected Form must be stored in branch for
records.
If customer's photograph is available in I-View, branch need to verify with it.
All the KYC for the customers should be as per the e-circular numbers 7998 (Non
Individuals), 9106 (Individual - Resident Accounts) and 7495 (TASC).
If PAN Card is submitted as ID proof, the same needs to be checked with Finacle &
NSDL website. It should not be accepted if any disconnect is observed.
In exceptional cases, where customer is unable to furnish any identity proof but is
known to the BM/BSCM/DBM, request should be processed only after BM/BSCM/DBM
written authorization on the request mentioning, "Customer verification done, please
process". In such cases the onus would lie with the BM/BSCM/DBM.
In cases where customer representative brings the request or customer is not able to
come to branch, such cases should be handled on a case to case basis and to be done
only as an exception as per process laid down.
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Further certain demographic changes will require additional documentation besides

the ID proof as per defined process.
Circular Reference
RCLG-2113/Feb 09, 2011/Cir.No.8499
RCLG-2164/Jun 06, 2011/Cir.No.8771
Changing Parameter for Quantum Optima

Introduction
Quantum Optima product is offered to our customers as per business policy. This
process needs to be read in line with circular no 1658 & 1872
Customers can request change in the parameters like duration of Term Deposit under
QO (Quantum Optima) facility.
If QO facility of any HNI customers has got discontinued, the below process should be
followed for reinstatement of QO facility:
Branch / RM Wealth / Phone Banking officer needs to take approval from GM

(Wealth-Head) through I-memo.
Recommendation should be done on basis of overall Customer Relationship Value

(CRV) and profitability data of the customer which is available in Integra.
Note
This should be done only for exceptional cases.
Customer's requests can be of the following categories:
i. Linking of Quantum Optima TD to Savings Account
ii. De-linking Quantum Optima Term Deposit to and operative account.
iii. Change of tenure for auto sweep.
Linking of Quantum Optima TD to Savings Account

Accept a written request from customer for linking his existing TD to his Saving bank
account or a new standalone TD to his SB account .
Check that the customer id of the Term Deposit and the linked Savings account should
be the same.
Branch staff needs to verify customers signature as per the system and then only
process the request.
Ensure that SB account does not have I-Direct facility
Check ALM in I-Core for any lien marked on the TD
Once the request is in order, link the TD to savings account.
Note
Q.O. facility does not support special TD with 390/590/890 days tenure, hence Q.O. facility
cannot be provided for special TDs
De-linking Quantum Optima Term Deposit to and operative account

Accept a written request from customer for delinking existing TD from Saving Account
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Check for existence of lien on TD using ALM option (Reject customer request politely
explaining him the reason if lien exists)
Check for existence of freeze on TD using AFSM option (Reject customer request
politely explaining him the reason if freeze exists)
Change of tenure for auto sweep

Scrutinize the request letter from customer.
Verify that the Savings Account is not under Freeze using the AFSM option in I-Core
Scrutinize that the customer was enjoying Quantum Optima facility by visiting I
(Inquire) function in ACM option under option 4. (However, if the customer did not
have Quantum Optima in his account earlier, decline his request politely).
Tenure should be changed to 6 months 1 day OR 12 months 1 day only.
Important points before processing request at branches

Requests can be received at any branch irrespective of where the customer account is
held.
All customers request received need to be processed upfront at and branches to give a
mandatory acknowledgment to the customer by detaching acknowledgment slip of
CRF which should be duly signed & stamped.
Circular Reference
RCLG-2302/Mar 10, 2012/Cir.No.9574
Cheque deposited not credited to customer's account

Introduction
Cheque deposited by the customer is not credited to the customers account.
To know the status of the cheque whether
It is credited to SL/Insdet account due to insufficient details
Return cheque dispatched to the customer
Kept on hold for want of address in case of Sl.Insdet account or cannot be delivered
due to change of address etc.

Cheque Number
Drawee details
Cheque deposited Place
Amount of Cheque
Date of the Cheque
Check
Check in I Core and E Search to know the status of the account
Clearing Cheques: Check in ACLI, whether the amount is already credited to the
customers account. If not credited check for funds in Clearing or funds in Float balance
using ACM M F4 option.
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If the same is not available, check in Execom - OCP.com give the cheque number details
or the amount of the cheque and find out to which account the amount is credited eg.
Sl/Insdet
To find the status of the cheque Login to E-Search : Despatch Tracker>Reports>Cheque

status for return cheques, cheques on hold
Transfer Cheques: Check in FTR for Transfer Cheque
To find the status of the cheque Login to E-Search: Despatch Tracker>Transfer
Cheque returns>Upload view>Reports>Cheque on hold for cheques on hold.
Outstation Cheques: Check in CUCCA link with account number or cheque number &
data range.
In case of account opening cheque: Check whether account opened or not opened
Procedure
If unable to locate the cheque then lodge FCRM
Local Cheques : LI_Cheque/Cash realated_Cheque deposited not crdtd- Local Chq
(Trf/CLG)
Outstation Cheque I Bank : LI_Cheque/Cash realated_Cheque deposited not crdtd-
Outstn chq I bank
Outstation Cheque non I Bank : LI_Cheque/Cash realated_Cheque deposited not crdtd-
Outstn chq non I bank
In case of account opening cheque

If account opened check for the amount in suspense account
If account not opened raise a Service request in FCRM Under LI_Account Opening_A/C
opening cheque/cash not credited - SB A/c
Post CI
1. Mention the documents which need to be forwarded for investigation along with the 6-
hour fraud report.
Ans: Once the customer complaint is received, the following documents can be
forwarded along with the 6-hour report to the respective group GFC Copy of the
complaint received from the customer
Scanned copy of the cheque paid
Scanned image of the specimen signature of the customer in finacle
Circumstances of the payment of the cheque, including the material alterations/

authorizations/ endorsements on the reverse of the cheque,
Camera clippings of the cash counter / ATM if available at the time of payment.
Refer the signature for expert opinion to Mr. Saikrishnan N, AGM, CTD, Mumbai at
saikrishnan.n@icicibank.com or Mr. Surinarayanan N, GFC, CSBB at
suria.n@icicibank.com for their view of the matching of the signatures if significant
differences in the specimen signature and the signature in the instrument are not
detected at the branch. The opinion provided by the internal experts will be the final view
for identifying the extent of negligence by the staff member while carrying out the
transaction.
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Despatch of the ATM/debit card; its handling by the courier/branch officials;

acknowledgement for receipt by the customer
Other material facts/evidences of the case
2. When does the customer require to give a release deed to the Bank?
Ans: The customer requires to give a release deed to the Bank on accepting the claim
amount from the Bank, which is paid subject to further investigation.
3. Which account is debited to o settle the claim of the customer?

Ans: Once the decision to settle the claim of the customer is taken, branch would prepare
and submit the proposal for debiting fraud risk a/c.
Cheque Return Enquiry

In case of non receipt of the returned cheque, check the communication address of the
customer
If the address is correct, still cheque is not received by the customer, raise a FCRM
under LI_Cheque/Cash related_redespatch of returned cheque
Debit Card Related Queries

Debit Card Hotlist/Dehotlist
Introduction
Hotlisting is done if the card is:
Lost
Damaged
De-magnatised
Not working in certain ATMs due to wear and tear
Not working in any merchant establishments
Forgotten by customer in native place / outstation / abroad and customer is requesting
for new card
Misuse of Present Card and hence hotlist
Customer wishes to upgrade his existing card to Debit Card (e.g.., ATM card / Young
star card etc.)
Returned to branch and destroyed (New card / Retained card)
Surrendered by customer
Lost by customer, found by a third party and surrendered at the branch
Dehotlisting is done if:

Card lost and found by the customer
Retained card returned by branch to customer.
Card initially hotlised as per customer instructions for certain reasons, and later
revoked by the customer.
Procedure
A request letter signed by the customer.
Lodge FCRM under LI_Request for hotlisting ATM/Debit card for hotlising
Lodge FCRM under LI_Request for Dehotlisting ATM/Debit card for dehotlising
TAT
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Over the counter
Process for De- Hotlisting (Activation) of Debit card

If customer visits the branch for De- Hotlisting (Activation) of Debit card then branch
should follow the below checks:
Card Status in I View
If the Card status is "Lost" or "Stolen", raise SR for card activation
If the Card is in open status i.e. in active status SR need not be raised
In case the card is in closed status it cannot be activated. Raise request for Reissue of
Debit card.
Ensure that the Card belongs to the account number under which the SR is raised
Card number mentioned in the SR should match with the card number in the account
The name mention in SR is matching with the name printed on the card
SR Type to raised by branches, "LI_CARD/PIN RELATED_Dehotlist ATM/Debit Card -
Branch".
Personalised Debit Card

Introduction
Personalised debit card is issued to the customer on request.
Requirement from the Customer

Request letter from the customer.
Photo Identity of the customer (same as per KYC Guidelines)
Procedure
Verify the customers Photo Identity and Signature
BM/BOM has to sign in the request letter with seal
Forward the same to RPC for processing
TAT
7 working days
Instant Card
Introduction
Debit Card issued across the counter on request of the customer if lost or damaged.

Photo Identity of the customer (same as per KYC Guidelines)
Procedure
Verify the customers Photo Identity and Signature
Hand over the debit card to the customer after due verification
Acknowledgement for receipt of Instant debit card is taken from the customer and filed
with the copy of the document
Lodge a FCRM under "LI_CARD/PIN RELATED_Request for linking of instant card"-
request to be scanned.
Service charges -Rs.200/- + Service Tax
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TAT
Issuance of card - Over the counter
1 working day for linking the card
Circular Reference
Secretarial-21/Dec 22, 2005/Cir.No.2061
ATM Pin not received

Procedure
Check In E Search, if reason for not receiving the PIN is incorrect corresspondence
address, then generate Instant PIN for C-Query enabled Branches
For Other Branches, Request for new PIN to be processed only if 7 working days has
elapsed from the previous request
TAT for reissue

15 minutes for Instant PIN
7 working days for PIN
Instant Pin
Request cum confirmation form has to be collected from the customer.
Check
Customers Photo Identity
Customers Signature
The list of photo id's is given in the request cum confirmation form
Check whether the customers primary account in I Core is active.
Procedure
Two branch officials of grade SO and above has to login into the software for
permitting access to the EDC machine for changing the PIN.
Ask the customer to swipe the ATM/Debit card on the EDC terminal and key in a new
pin.
Customer can immediately use the card for any transaction after Pin change.
Confirmation of pin change is taken from the customer and filed with the copy of the
document obtained for proof of identity.
Circular Reference
RCLG-1990/Mar 06, 2010/Cir.No.7696
Issuing debit card to Privilege customers

Branches to raise Debit card issuance SRs for HNI customers under "PBLI" product line.
SR types to be raised for HNI debit card requests:-
For Re issuance of debit cards, "PB-LI_CARD/PIN RELATED-PB-LI_Hotlistg and Reissue
of ATM/Debit card lost"
For up gradation, "PB-LI_CARD/PIN RELATED-PB-LI_Issuance of HNI debit card"
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Note
For issuance of HNI debit card, do not raise under "LI" product line since it will become
chargeable to Wealth customers.
If customer status code in Finacle is HNI-PB, HNI-PS, HNI-PT & HNI-S, they are eligible
for Signature debit cards and remaining HNI customers are eligible for Platinum debit
card.
Linking of account to debit card

Introduction
For linking 1 or more accounts to a Debit Card

A written application is required from the customer with the account number and the
card number to be linked.
The request letter has to be signed by all the account holders irrespective of MOP.
A No Objection letter, duly signed by all the account holders is taken
Procedure
The CSO will check for both the accounts of the customer for name, signature,
address, etc.
BM/BOM authorize the request letter.
After scrutinizing the request the CSO will raise a FCRM request under SR LI_Request
for linkage of account to ATM/Debit card.
Check whether the account is already linked or not to the said debit card
If the card is in lost status, SR should not be raised
Check whether the A/c has OD facility (Calus or Cabus), as same can not be linked to
the debit card
Signature of the 2 A/c's (A/c no already linked to the card and A/c no to be linked)
should match
SR should be raised with the A/c no already linked to the card (saving's a/c no)
If SR raised for Linking of A/c to Atm/Debit Card following fields are mandatory:
o A/c No. to be linked to the card
o Name of the card holder
TAT
1 working day for linking the card
Circular Reference
RLOG-71/Jul 28, 2011/Cir.No.8896
Reissue of Debit Card

In case, customer visits the branch for Reissue of Debit card, branches should check:
Customer name in Finacle: If there are 2 holders ex: A, B in Finacle, mention in the Sr,
Card applicant's name only who requires the debit card instead of both A,B.
Eligibility of Debit card for customer: Choose correct card type as per eligibility. Have
attached the eligible card type list as per status code.
Checking for NRI and Current Acct: For NRI or current account, check in I-view if the
account has a existing debit card or not. If there is no debit card, it is a case of Fresh
18
Issuance. In case of fresh issuance, branch has to take CRF form filled by customer and
send it to NRI/Cops team.
Basic Checks: Before taking any request, check for acct status like Dormant, Inactive,
Freezed, Closed acct, If customer is Kide - Age should be within 7 to 18 yrs, Overdraft
limit, Mode of Operation should be "Single" or "Either or Survivor", If Finacle address is
updated, Balance in acct.
Below are SR types:
SR type to be raised for General customer
For Re issuance of debit cards - "LI_CARD/PIN RELATED_Hotlistg and Reissue of
ATM/Debit card lost"
For up gradation - "LI_CARD/PIN RELATED_Upgrade ATM/Debit Card
SR type to be raised for NRI customer.
For Re issuance of debit cards - "NRI_LI_CARD/PIN RELATED_Reissue ATM/DrCard
lost/damaged - NRI"
SR type to be raised for HNI and GPC customer:
For Re issuance of debit cards - "PB-LI_CARD/PIN RELATED-PB-LI_Hotlistg and Reissue
of ATM/Debit card lost" and "PB-LI_CARD/PIN RELATED-PB-LI_Reissue of
HNI_chip_debit card - PB-LI"
For up gradation - "PB-LI_CARD/PIN RELATED-PB-LI_Issuance of HNI debit card"
Note: If customer status code in Finacle is HNI-PB, HNI-PS, HNI-PT & HNI-S, they are
eligible for Signature debit cards and remaining HNI customers are eligible for
Platinum debit card.
Reissue of debit card pin

When the customer visits the branch for re-issuance of Debit Card pin,the branch
should first check the card status in I-View as follows:
* For card Status as "OPEN"
SR to be raised for re-issuance of Debit Card pin
(SR path-LI_CARD/PIN RELATED_Reissue ATM/Debit pin lost/misplaced by Customer &
NRI-LI_ATM/Debit PIN_Reissue ATM/Dr pin lost/misplaced by Customer- NRI)
* For Card status as "Lost" or "Stolen"
SR to be raised for activation of card
(SR path - LI_CARD/PIN RELATED_Dehotlist ATM/Debit Card - Branch)
Once the card gets activated then SR for re-issuance of Debit card pin needs to be
raised.
* If the Card is in closed status
SR for re-issuance of Debit card to be raised.
Note
1. Re-issuance of Debit card pin request should not be captured, if any earlier request
has been placed within seven days or if any card has been issued recently.
2. While capturing the SR, branch to ensure that the card number mentioned in the SR
matches with the card number in the customer's account.
3. Customer to have sufficient balance in his account for recovery of charges for Card
activation.
4. Charges for Re-issue of Debit pin : All liability customers :Rs.28.09, NRI:Rs.421.35
19
5. Charges for Re-issuance of Debit card : All Liability customers : Rs.224.72/-, NRI
customers :Rs.421.35/-, eBoR customers: Rs.168.54/- (All the above charges are
including service tax)
Deletion of Name from Account

Introduction
Deletion of name from the existing account.

A Request letter for deletion of name is required from the existing account holders.
ATM/Debit card has to be surrendered by the applicant whose name is to be deleted, if
card is issued
Existing cheque book has to be surrendered by the customer.
Check
Name of any of the existing account holder(s) to be deleted with the consent of all the
account holders.
If the name of an NRI is being deleted from an NRO account, care must be taken to
ensure that at least one NRI holder is continuing in the account as the first applicant.
Deletion of name cannot be carried out for loan / overdraft accounts.
Care must be taken to ensure the existing account has not been attached or marked for
freeze/lien by any regulatory body.
If the customer has availed Loan against Deposit / OD against the same Customer ID,
fresh documents need to be obtained.
Procedure
Destroy the ATM/Debit Card
Customer has to be informed that no further credit will be accepted in the name of the
account holder whose name is deleted.
A new chequebook will reach them in 5 working days.
The request is forwarded to RPC for further processing.
Circular Reference
RCLG-2164/Jun 06, 2011/Cir.No.8771
Dormancy Removal
Introduction
No customer-induced transactions (both debit and credit) for a period of 12 months is
categorized as Inactive account
categorized as Dormant account
Customer-induced Transactions
1. Transactions through cheque.
2. Cash or cheque deposit.
3. Withdrawal or deposit through ATM.
4. Infinity transaction.
20
5. Transaction by standing instruction, ECS and EFT.

6. Inward/ Outward Bill

Written request form from the customer can be accepted at any of the branches
Self attested Identity proof as per KYC guidelines
Procedure
Verify the signature of the customer and stamp as signature verified
Verify the documents with original
Request authorised by BM / BSCM
Remove the Dormancy using ACM option (I Core User Manual)
Note
In exceptional cases, where customer is unable to furnish any identity proof but is known
to the DBM / BSCM, request should be processed only after DBM / BSCM written
authorization on the request mentioning, "Customer verification done, please
process". In such cases the onus would lie with the DBM/BSCM.
TAT
Over the counter
FAQ on dormancy policy of NRI and SB Accounts

1. After how many months does an SB or NRI account become Inactive if there is no
customer induced transaction in the account?
Ans: An SB or NRI account becomes Inactive, if there is no customer induced transaction
(Debit and Credit) in the account for a period of 12 months
2. After how many months does an SB or NRI account become Dormant if there is no
customer induced transaction in the account?
Ans: An SB or NRI account becomes Dormant, if there is no customer induced
transaction (Debit and Credit) in the account for a period of 24 months
3. Mention the transactions which are termed as Customer induced transactions in an

account?
Ans: Customer induced transactions are as follows:
Transactions through cheque.
Cash or cheque deposit.
Withdrawal or deposit through ATM.
Infinity transaction.
Transaction by EFT.
Inward/ Outward Bill.
Mandate for crediting interest earned on Fixed deposit to Savings Bank Account
4. What do you understand by the term Abundant caution to be taken while passing
cheques?
21
Ans: Abundant caution is extra caution not in the usual way of paying cheques, which
are apparently in order. All technical aspects (material alteration, incorrect date,
crossings) and customers signature on the instrument should be thoroughly
checked.
5. Will any freeze on transactions be imposed on accounts which are in Inactive status?
Ans: No freeze on transactions would be imposed on the accounts which are in Inactive
status.
6. Can a cheque book be issued to a customer whose account is in inactive status?

Ans: As a measure of diligence, in case the customer requests for a new cheque book
when the account is in inactive status, the same would be allowed only after
confirming with the customer (the details of the conversation with the customer
should be recorded on the reverse of the request along with the phone number on
which the customer was contacted followed by signature of the official).
7. As per Code of Bank's Commitment to customer's, before how many months should a
customer receive a letter before the account is classified as Dormant?
Ans: As per Code of Bank's Commitment to customer's, a letter needs to be sent to
customer's mailing address three months in advance before the account is classified
as Dormant
8. In Dormant status, can any cheque transaction be carried out in the account?
Ans: In Dormant status, in case there is a transaction in the account at the branch level,
the customer would be contacted before allowing the debit to the account. Cheques
received in clearing would be allowed through the account.
9. Does a customer require to do any customer induced transaction for activation of his
Inactive or Dormant account?
Ans: In case the customer approaches the Bank and wishes to activate the account, the
same can be done without insisting on a customer induced transaction. However, in
case there is no further customer induced transaction in the account for a period of
next 12 months the account will again get classified as Inactive.
10. Can any customer request/transaction be denied by the bank when the account is in
Inactive status?
Ans: No customer request/transaction can be denied by the bank when the account is in
Inactive status.
11. Mention the Requests / Services that would be denied in dormant stage?
Ans: Below mentioned are the transactions which would be denied in dormant stage :
Transactions through ATM, Infinity and Phone banking
Change of address (including phone no, mobile no & e- mail address).
Issuance of chequebooks.
Renewal of cards.
12. Mention the Requests / services that would be allowed in dormant stage?
Ans: Below mentioned are the transactions which would be allowed in dormant stage :
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Cash and cheque deposits.

Payment of cheques through cash/clearing /transfer.
Debit or credit to customer on account of Standing Instructions, ECS mandate.
13. Can activation of Dormant accounts for both SB and NRI be done at branch level?
Ans: Yes, activation of Dormant accounts for both SB and NRI can be done at branch
level.
14. Can a Loose cheque leaf be issued to a customer when his/her account is in Dormant
status?
Ans: Loose cheque leaf should not be issued to a customer when his/her account is in
Dormant status.
15. Can any cheque be returned as unpaid for the reason that the account is dormant?
Ans: No cheque should be returned unpaid for the reason that the account is dormant.
16. Under which report would the transactions done in dormant accounts at branches be
captured for monitoring/audit purpose?
Ans: Whenever branches do transaction in dormant accounts, the Daily exception report
generated by the branches would contain such transactions. This report should be
checked and signed by the Branch Manager/Branch Service and Compliance
Manager on a daily basis.
17. Which KYC documents are taken from the customer while accepting any account
activation request from the customer/ mandate holder?
Ans: The customer/ mandate holder should be asked to provide a valid Identity proof
(acceptable as per the KYC guidelines) while submitting any account activation
request at branch.
18. The request for account activation should be approved by whom in the branch?
Ans: The request for activation should be approved only by the BM or in his absence by
the BSCM. The signature of the customer should be verified and the application
should be stamped as signature verified.
19. In which menu option in I-core does a branch staff conduct the activation of account?
Ans: Account activation is done in I-core at ACM level.
20. As per the recent FEMA guidelines, where non- resident can be joint applicant in
resident savings account, can a NRI joint applicant be allowed to give account activation
request?
Ans: As per the recent FEMA guidelines, where non- resident can be joint applicant in
resident savings account, NRI joint applicant shall not be allowed to given activation
request.
21. Other than visiting the branch, where else can a NRI customer give account activation
request ?
Ans: NRI customers can send an email to nri@icicibank.com / call the NRI customer
service numbers for account activation request.
23
22. After how many months does the customer receive a letter for activation of his
Inactive account?
Ans: Letters for activation of Inactive Accounts will be sent to the account holders if the
account does not have any customer induced transactions for a period of 12
months.
Circular Reference
RCLG-2113/Feb 09, 2011/Cir.No.8499
Form 15G/15 H
Introduction
All customers, other than company, firm or a co-operative society, non-resident who
do not have taxable income can submit self-declaration in prescribed Form 15G/H for
the purposes of availing TDS exemption under section 193 and section 194A of the Act
in accordance with the provisions of section 197A
Customer can submit his / her Form 15G/H at all branches, base as well as at non base
branch.
The purpose of submission of Form 15H by the senior citizen the age limit has been
reduced to 60 years from the existing limit of 65 years with effect from July 1, 2012. A
summary of changes as below:
Age of the customer Form Name Threshold limit for obtaining the form (Rs.)
Below 60 years 15G Upto Rs. 2,00,000
60 years and above 15 H NIL
Note
Please note that in case customer submits form 15G during the period April 1, 2012 June
30, 2012 however has attained the age of 60 years and above during the year then form
15G submitted by the customers will be treated as invalid w.e.f. July 1, 2012 and he
would be required fresh form 15H.
Action points
Following guidelines need to be adhere to by the group.
1. Customer communication needs to be sent to all the customer specifying the change
in law and asking for submission of form 15H in case of customer who attain the age
of 60 years during the year and who has submitted form 15G before. Draft letter can
be sent to us for vetting.
2. Since the age limit has been reduced to 60 years in case of senior citizen there may
be changes in the form 15H which we will intimate to you on receipt on the same and
accordingly new form has to be obtained from the customers.
3. Till such changes in the form is notified by CBDT existing form 15H will prevail.

Customer submits request of Form 15G /15H in triplicate.
Copy of Pan card is mandatory
Procedure
Form 15G can be accepted only if interest paid or payable is less than or equal to the
24
limit:
Rs. 160000 in case of individual aged less than 60 years, HUF, AOP, BOI, Trust or any
artificial judicial person like society
Rs. 195000 in case of woman below age of 60 years
Form 15H
Can be accepted In case of senior citizens, individuals who are of 60 years or above. The
condition regarding the limit for interest paid or payable is not applicable to senior
citizens and therefore,
Can be accepted from them irrespective of the interest amount paid or payable during
the financial year.
The above mentioned limit of interest paid or payable in FY can be checked Using
cust50Ktds.com command under execom option in I-Core.
Check the request for completion.
Give acknowledgement to the customer with a stamp Best effort & Subject to
verification to the customer on one copy of 15G/H.
List out all the forms received during the day and prepare the covering schedule.
At EOD, raise an internal FCRM request and attach the covering schedule containing
the entire request received for the day for form 15G/H and assign the SR to its linked
RPC.
Raise a SR under SR Type: LI> FD Related > Submission of Certificate u/s 197/Form
15G/Form 15H and assign SR to its linked RPC.
Send all the physical form to RPC for processing via post/courier/RPC pick up person at
EOD.
Branch to mention the POD details in the SR, if available.
Changes in Finance Bill for submission of Form 15G & 15H

The Finance Bill, 2012 has proposed certain changes with respect to tax related
provisions, wherein for the purpose of submission of Form 15H by the senior citizen
the age limit has been reduced to 60 years from the existing limit of 65 years with
effect from July 1, 2012. A summary of changes as below :
For the period from April 1, 2012 to June 30, 2012:
Age of customer Form Name Threshold limit for obtaining the form (Rs.)
Below 65 years 15G Upto limit 2,00,000/-
65 years & above 15H No limit
For the period from July 1, 2012 onwards:

Age of customer Form Name Threshold limit for obtaining the form (Rs.)
Below 60 years 15G Upto limit 2,00,000/-
60 years & above 15H No limit
Pre-filled forms generated from I View has been changed with the revised logic.
Circular Reference
25
RCLG - 1946/Dec 21, 2009/ Cir.No.7467

RCLG - 1932/Dec 02, 2009/ Cir.No.7409
Internet Banking Registration

Introduction
Customer can register for internet banking access through all branches

Verify banking request form from the customer
Procedure
Verify the signature with I Core, In case of minor discrepancy, Photo id proof of the
customer is obtained
Check the user id for the customer in FCRM
Enter BDTM option in I-core, if user already exists ( I-Kit account) then process the
request for password, if user does not exist (non I-Kit account) then process the
request for creation of internet banking id and password.
If the account is an I- Kit account

For I- kit account the customer id will be the user id. In such cases, process only the
request for password and inform the customer of the user id.
For processing the password, raise SR in FCRM under the SR type Li_Internet/Mobile
banking _Reissue for Internet Banking Password (FCRM Screen)
Inform the SR number to the customer
Inform the customer that password will be dispateched to the communication address
If the account is non I-Kit account

Should take an authorization from the BOM/BM on the request letter.
Do BDTM option in I Core (BDTM)
A request is created at the backend for creation of Internet Banking User id and
Password.
Give acknowledgment to the customer.
Inform the customer that the dispatch of User ID and password will be done separately.
TAT
7 days
Online password generation

Login Password
Step 1: Enter user id and registered email id (for NRI customers) / mobile number (for
resident customers) on online password generation screen post which unique
number shall be generated and sent on the registered email id for NRI customers /
mobile number for resident customers.
Step 2: Customer shall validate this unique number received on registered email id /
mobile number.
Step 3: Post validation of unique number generate new login password.
26
Transaction Password
Step 1: Select account number for grid card authentication. Post grid card authentication
unique number shall be generated and sent on the registered email id / mobile
number.
Step 2: Customer shall validate this unique number received on registered email id /
mobile number.
Step 3: Post validation of unique number generate new transaction password.
Eligibility of the customers

Resident customers with registered Indian mobile numbers and Non Resident
customer's with registered Email iD can avail this facility.
Customers latest mobile number / email id should be registered with the bank to avail
this facility.
The online password generation facility shall not be available if:,

Resident Customer have updated his mobile number in last 24hours
Non Resident customer's have updated their Email ID in last 24 hours
If passwords are already generated through online / offline password generation
facility in last 3 days
If customer has successfully logged in using his login password in last 3 days.
Note
Resident customers will receive the Unique number on their registered mobile number
and NRI customer's will receive the Unique number on their registered E-mail Ids only.
FAQ on Online password generation

1. I am getting a message incorrect user ID. Where can I get my user ID?
Ans: Call our 24-Hour Customer Care, authenticate on IVR by entering 16-digit number of
the card and 4-digit ATM PIN to get your user ID instantly.
2. I have entered the User ID and Mobile number /email id correctly, but still i am not able
to generate the unique number
Ans: Kindly check the below points:
The Mobile number/email id you are entering is the same that is updated in the
Banks records. Please call our 24-hour Customer Care number for assistance.
You have not logged-in within last three days.
Your passwords have not been reissued/generated online within last three days.
3. What is a '6-digit unique number? How is it different from a password?

Ans:
The 6-digit unique number is sent to your registered mobile number for resident
saving account holders and E-mail Id for NRI account holders . You need to
validate this number on the validate option available to generate your new
password.
I have entered the User ID and mobile number correctly, but i have not yet
received the unique number
If you do not receive the unique number, you can request for the unique number
again, and the unique number shall be sent again on your registered email
id/Mobile number.
27
Resident customers can also receive the unique number by sending an SMS
IPWDL for login unique number and IPWDT for transaction unique number and
send it to 5676766 or 9215656766. E.g. Type IPWDL in the message text and sent
it to 5676766. or 9215656766.This facility is not Available for NRI customers.
I have entered the User ID and email id correctly, but i have not yet received the
unique number
You should receive the unique number within 30 minutes at your registered
email id.
4. I have entered the Mobile number/email id incorrectly 3 times. The system states this
facility has been disabled, what should i do?
Ans:
For security of the account, the facility of Online password generation has been
disabled for your user ID. Please call the 24-hour Customer Care number to place
a request for enabling the online password generation process.
I have entered the unique number incorrectly 3 times. The system states this
facility has been disabled, what should i do?
For security of the account, the facility of Online password generation has been
disabled for your user ID. Please call the 24-hour Customer Care number to place
a request for enabling the online password generation process.
I am unable to use 'Online password generation' facility for my credit card, loan
and Demat accounts.
This facility is currently available only for savings account holders of ICICI Bank.
Please call our Customer Care to place request for password of your credit card,
demat and loan accounts.
5. Is it necessary to get my mobile number/Email registered to generate login/transaction

passwords online?
Ans:
Yes, it is mandatory to have a registered mobile number updated for resident
saving account holders and E-mail Id for NRI account holders
Resident Savings Account holders can add / update Mobile number by visiting
nearest ICICI Bank Branch or ATM# and NRI customers can add / update your
email id by contacting 24 hour Customer Care or by visiting nearest ICICI Bank
branch or ATM# in India.
Available at select ATMs.
6. What is the validity of the unique number received by me?

Ans:
The validity of your unique number is only 24 hours. Please validate your unique
number within 24 hrs and generate your passwords. If you could not validate
.Please regenerate your unique number again.
I am getting the message `Password reset recently'.
It is possible that you have already placed a request for generating of password
through phone banking/branch which has been processed and sent to you.
Please call Customer Care for the dispatch details.
Circular Reference
RCLG- 1787/ Feb 10,2009/ Cir.No.6531
INB-IFRBG-8/Jan 27, 2012/Cir.No.8542
28
Issuance of 5 Leaf Cheque Book

Introduction
Branches to issue payable at par (PAP) chequebook (with 5 cheque leaves) to the
customers on specific request for the cheque book issue.
This chequebook can be issued to both base and non base customers.
The 5 leaf, PAP cheque books can be used for both cash withdrawal & clearing.
The request should be screened for the reason cited and should be issued only if the
reason seems appropriate and only post approval from BM.
Eligibility
The process of issuing non-personalised PAP chequebook will be applicable to only
Saving Accounts (both resident & non- resident)
The cheque books issued in NRE A/c should have NRE Account written on the
cheques. So, the branches will have to indent different chequebooks for issuing in NRE
accounts.
Issuance of 5 leaf PAP cheque book to non base customers will be done only in case of
exigencies and will be subject to CBM approval.

Branches need to ensure that PAP (payable at par) chequebook is given only to the
Account Holder & all the holders, in case of a joint account (where the mode of
operation is jointly or ERS).
CSO needs to take a written request/ requisition slip duly signed by the customer for
issuance of PAP chequebook
The written request should mention the Date, Name of the customer, Account number,
Type of account, purpose/reason of requirement of non personalised (PAP)
chequebook & signature.
The CSO should explain the details of the applicable charges to the customer. Any
request for waiving of charges should be referred to the BM/BSCM.
Charges
The charges for each 5 leaf, PAP chequebook is Rs.100/-. The charges from the customer
should be collected through G-Charge menu option (I-Core) separately by the branch
official. The applicable charges would be same both in case of resident & non- resident
accounts. The charges for PAP cheque book shall be approved by product head and
subject to changes.
Waiver of charges
The waiver of charges would be at the discretion of BM/BSCM. The approval for waiver
should be clearly recorded and authorized on the application /requisition request
submitted by the customer.
Procedure
The CSO should ensure that the request is authorized by the BM for issuance of the 5
leaf, PAP chequebook.
CSO/CSM should verify the signatures before issuance processing the request.
29
Mandatory identification proof needs to be obtained like, passport, Driving License

PAN card having or any other document as per the listed in the latest KYC circular for
resident and non resident accounts.
12 digit account number needs to be properly stamped (clearly readable) on all the
cheque leaves of the 5 PAP (payable at par) booklet.
When ever the cheque is issued through a non base branch, a stamp stating Issued at
Non Base Branch has to be affixed on all the cheque leaves (adjacent to the account
no.) or manually written if stamp is not available.
Details about the account number, customer name need to be filled and Issuers
signature, Verifiers signature and the customer's full signature need to be taken on the
counterfoil present in the cheque book.
All non-personalised Chequebook should be issued through I-Core by using option
ICHB and verified.
After the issuance is done, branch need to raise a Auto Closure SR mentioning the
mobile no. as given in I-Core , account no. and cheque series on the same. The Path
for the SR: IR_Liabilities_Non-Personalised PAP Cheque Book. An auto SMS will be
triggered to the registered mobile no. of customer.
The acknowledgment should be filed under the Customer Request.
Customer & cheque book details should be manually maintained in Cheque Book
Issue / Payable at Par Cheque Book Register by CSM & signature of customer needs
to be taken on register.
Customer will not be able to avail the facility of 5 leaf PAP cheque book if he has
already availed the facility of cash withdrawal slip on the same day.
Important Points
Process at RPC
There might be a scenario in which the branch has issued a PAP chequebook to a non-
base branch customer and the cheques have come in clearing. In this case, the NCR
(machine) will not be able to capture the account no from the cheque and hence the
cheque will come as fallout. RPC (RLOG) will have to manually key in the account number
in all such cases.
Process at Standalone Branch:

The above case will not happen at a standalone location, as all the entries are done
manually by the branch.
Branches to note the following:

1. The 5 leaf cheque book should not be issued without approval from BM.
2. All Current account holders are not eligible for this process.
3. The 5 leaf, non-personalised PAP cheque books should never be given to a third party.
4. The above process is applicable for Saving accounts (both resident & Non- Resident).
5. W.e.f. from May 01, 2009, branches had started issuing PAP chequebook.
6. The stationary of 5 leaf PAP cheque book remains same.
Circular Reference
RCLG-2254/Jan 06, 2012/Cir.No.9369
30
Important points to be noted

Account number stamping should be done with Black Ink on the Loose Cheque books
Stamping should be just below the Account Number Box
Stamping should be done properly in such a way that all the 12 digits of the account
number are visible on all the cheque leaves
Even if one cheque leaf is not stamped properly, then RPC / Branch would find it
difficult to locate the correct account number and the processing TAT increases at
RPCs/ branches, since they have to refer it to the issuing branch
Once the cheque book is stamped, it needs to be checked by the verifying officer - as
to all the cheque leaves are stamped properly & with black ink, before issuance to the
customer.
The loose cheque book should be immediately issued in I-Core system to the customer
Account before handing over the cheque book to the customer.
Before handing over the cheque book, it should be entered in the cheque book
issuance register with the details of the cheque no. & account number and customer
acknowledgment to be taken before issuance.
Issuance of Balance Certificate

Introduction
Branches receive request from customers for issuance of Balance confirmation
certificates. These certificates are required for the purpose of Income Tax, admissions
in universities abroad etc.
The request have the following variations
o Only Savings/Current account balance required in INR.
o Savings/Current & Fixed Deposit Accounts balance required in INR.
o Savings/Current & Fixed Deposit Accounts balance required in INR and equivalent
amount in USD.

Request letter from customer (Format) for balance certificate for savings/ Current/ FD
in INR or equivalent USD can be accepted in any branch
In case the request is sent through bearer, the bearers signature should be attested by
the account holder.
Check
Verify the Signature with Bank records
Procedure
Balance is taken from ICIRSQLS> general module>option 16 by mentioning the
customer ID and the previous working date
If the request is in USD , the the balance is converted into USD equivalent. The TT Sell
rate of the day of request is considered for conversion. The card rate is also mentioned
on the certificate.
The certificate is issued on letter head as per format and signed by officer of grade AM
(assistant manager) or above having signature number along with stamp of the branch.
Hand over the certificate to the customer after taking an acknowledgment.
The charges are recovered through GCHRG option in I-Core.
31
BM has the power to waive the charges, if required.

A copy of balance confirmation certificate should be filed in the customer request file
Balance Certificate Formats

Issued to Client
Issued to Client for a third party
FAQs Banker Vertification Certificate

1. For ICICI Bank customer do they have to give the document for purchasing Insurance
product of ICICI Prudential Life Insurance?
Ans: Branch will be issuing a certificate wherein PAN no. and the current address will be
verified as per the Banks records. The certificate will have to be signed by the
Branch Manager / Branch Service & Compliance Manager / Specified Person. This
will help in elimination the need of collecting identification and address proofs from
ICICI bank customers.
2. Before issuing the certificate what the branch staff needs to check?
Ans:
a. Pan / Address details available in the bank account
b. Bank account opening date
c. Status code of the account to find out if the account was originally opened with
erstwhile Bank of Rajasthan (EBOR MIGRATION) / erstwhile Sangli Bank (SBL
MIGRATED CUSTOMER)
3. What if the PAN No. is not updated as per our records?

Ans: If PAN number is not updated as per our record, collect PAN card copy a valid ID
proof from the customer. Branch to issue banker confirmation certificate by
confirming the address of the customer as per our records.
Circular Reference
RCLG-2112/Feb 09, 2011/Cir.No.8498
Issuance of Cash Withdrawal Slip

Introduction
The process of loose leaf issuance is being discontinued by introducing Cash
Withdrawal Slip.
Cash Withdrawal slips will be available at all branches for immediate cash withdrawal
by the account holder. Once a branch migrates to the cash withdrawal slip, loose leaf
issuing facility will stand withdrawn from that branch. Cash withdrawal slip would be
available in the Hindi, English and local languages in line with the existing pay-in slip.

An identity proof from the customer and verified with original by the accepting branch
official and self attested by the customer OR
Customer's passbook/relationship card and the identity of the customer can be
ascertained by the photograph in the passbook/relationship card or in I-Core. Branch
32
official will obtain copy of passbook/relationship card and verify it with original. In case
photo is verified with I-Core, same needs to be mentioned on the cash withdrawal slip.
The waiver for passbook/identity proof submission by the customer can be given only
by the BM as an exceptional case if the customer is known to BM. BM will mentionID
proof waivedand sign on the face of the cash withdrawal slip
Eligibility
Cash Withdrawal slip can be used at all branches for immediate cash withdrawal on the
basis of verbal request from the customer
Cash Withdrawal slip facility will be available to operative resident accounts of
individuals, all the holders, in case of a joint account (where the mode of operation is
jointly or ERS).
SB, Individual CA, Sole proprietorship & NRO accounts are eligible for issuance of Cash
Withdrawal Slip.
NRE (savings) a/c, Young Star, Bank@campus a/c, current a/c (other than sole
proprietorship and in individual names) is not eligible for this facility. However, Cash
Withdrawal Slip will be issued for minor self operated accounts (age 10years to 18
years). Cash withdrawal slip would be made available to the mandate holders also.
Branches to ensure that cash withdrawal slip is being used as per MOP of the account.
Cash Withdrawal slip is to be used ONLY for cash payment.
Payment against cash withdrawal slip should not be made to any third party/ bearer
under any circumstances and will be limited to account holders.
Withdrawal Limit
The amount that can be withdrawn by a cash withdrawal slip is Rs 25,000/- per day
with BSCM/BM approval. For amount greater than Rs 25,000 to Rs 49,999, BM approval
will be taken. Maximum amount that can be withdrawn through a cash withdrawal slip
is Rs 49,999.
The withdrawal slips will be available at branches and should be kept with the teller.
Charges
There will be no charge for using cash withdrawal slip at base and non-base branch.
Teller to note
Branch staff should eye ball previous transactions in the account and check any
unusual transactions, status of account dormancy/ inactive, etc to establish
genuineness of the transaction. In case of inactive / dormant account, customer will
not be able to use the facility of Cash Withdrawal Slip.
The customer will have to sign at the back of the withdrawal slip in the presence of the
cashier (at the time of receipt of payment) to acknowledge the receipt of cash.
More than one transaction through cash withdrawal slip will not be allowed same day.
Branch needs to check any previous transaction in I-core to verify the same.
The withdrawal slips (after the payment) should be kept along with the cash vouchers.
Cash Withdrawal Slip is not to be issued in I-Core using ICHB. Branches can directly
make the cash payment in I-Core and in narration mention Payment with Cash
Withdrawal Slip.
Customer will not be able to avail the facility of cash withdrawal slip if he has already
availed the facility of 5 leaf PAP cheque book on the same day.
33
Branches to note
Existing stock of non personalised cheque book which is being used for issuance of loose
leaf should be destroyed as per deliverable destruction process. Branches need to place
an indent for Cash Withdrawal Slip.
How to Indent
Indent can be placed in GIAG online under RLG GROUP- Pad section Item id: 4467
Circular Reference (11/1/2012 4:13:29 PM)

RCLG-2254/Jan 06, 2012/Cir.No.9369
Issuance of Interest Certificate

Introduction
Branches receive request from customers for interest certificates.
The Interest certificate gives all the details of the Interest collected & Interest paid on
different accounts held under the Customer id for a specific period

Request letter from customer (Format) for interest certificate can be accepted in any
branch
Check
Verify the Signature with Bank records
Procedure
Interest Certificate is taken from ICIRSQLS> Deposit module> Option 6
Certificate gives the details of the tax deducted at source for all interest paid/ received.
Issued for only one year or part of the year at a time. For more than 1 year statement
generated separately.
The certificate is issued on letter head and signed by officer of grade SO (Senior
officer) or above
Hand over the certificate to the customer after taking an acknowledgment.
The charges are recovered through GCHRG option in I-Core.
BM has the power to waive the charges, if required.
A copy of Interest certificate should be filed in the customer request file
Circular Reference
RCLG-2112/Feb 09, 2011/Cir.No.8498
Issuance of Statement & Passbook

Introduction
Passbook is issued only to saving accounts maintained in individual names.
Required from Customer

Customer requisition form from the customer
Check
34
Verify the signature of the customer in I Core

Check if transactions are present during the period for a statement is requested,
Procedure
Statement
Print the statement through ICIFSTMT option
Branches should not charge for issuance of monthly statements.
Re- issuance of already received statement ie Duplicate statement is charged
If the customer claims statement for a given period is not received, then
Statement for a period of immediate preceding quarter, the request will not be
charged.
Statement for a period extending beyond one quarter of the date of request, then such
a request will be charged.
Statement, for a period for which an Ad hoc statement has been already issued from
the branch, such re-issuance will be chargeable irrespective of when they are issued.
Requests for a statement for a month within the quarter, then the statement will be
issued free of cost
Requests for a statement up to the date of the request, then the statement will be
charged.
Passbook
Print the Passbook through PBP option
Passbook for HNI and Senior Citizens can be issued from any ICICI Bank Branch.
Issuance of Passbook for all other category of savings a/c customers will be processed
through base branch only.
Passbook can be updated through any ICICI Bank Branch for all SB account customers.
Issuance and updation of passbook is free of cost.
Where the customer loses the passbook, a duplicate passbook can be issued after
charging Rs.100 and Rs.25 per page (plus service tax as applicable).
Physical/E-mail account statement is not issued to customers where passbook has
been opted
Generating e-mail statements

2 options are used to generate e-statement:
ICIFSTMT
ICIFQSST
ICIFSTMT:Branch can use 'ICIFSTMT' option in I-Core to send e-statement to the
customer's registered e-mail ID in PDF format. This option can be used for all segment
of customers
ICIFQSST:Branch can use 'ICIFQSST' option to generate e-statement only for HNI and
Corporate clients in Text/Excel/HTML format.
Before generating the e-statement, branch should check whether the account is
registered for daily statement facility or not through 'ICIFQS' menu.
If account is registered, e-statement can be generated using 'ICIFQSST' option in I-
Core.
If account is not registered for the daily e-statement facility, below process should be
followed for registration:
General Banking Operations > Alert/E-mail Statement related > Reg/Mod/Del.
35
Note: Branch should ensure that the format of e-statement (Text/Excel/HTML) should
be specified in the notes field in order to activate this facility.
FAQ on Passbook
1. Is the passbook facility available to all customers?
Ans: Passbook facility is available only to savings account/Recurring account customers
whose accounts are maintained in the name of individuals.
2. Can the Passbook be issued and updated from any branch?

Ans: No, Pass book can be updated and issued from the base branch only.
3. In case the customer has lost the old passbook, can a new passbook be issued?
Ans: A new passbook can be issued, subject to recovery of applicable charges. Please
note: Charges can be waived by appropriate authority as per Delegation of Financial
Powers Expense.
4. Every time a customer visits the branch for updating the passbook, will we have to
verify and change the date in option PBP when the last transaction was printed?
Ans: No. The system is designed to populate the date when the last transaction was
printed. For re-printing or printing from a specific date, do not change the date
manually. Use Ctrl F and delete the date and press f2 and select the date.
5. If an existing trust,society,club account who has been given pass book approaches for
updation, what should be done?
Ans: Change the pass book flag to pass sheet for such accounts and educate them about
physical statement/e-statement. Also if need to be, issue statement to such
customers across the counter.
6. Can a customer send a representative with Pass Book for updation at base branch?
Ans: Customer can send his/her representative along with an authorization letter for
updation of passbook.
7. If Customer has lost a pass sheet from the File Format Pass Book, will it be issued at a
charge?
Ans: If a pass-sheet has been lost by customer, it can be reprinted as process shown in
this note & be issued to customer without any charge.
8. What should be done if my pass book printer is not working?

Ans: Log a local IT Helpdesk Call under following path:
Log a Helpdesk Call>IT Infrastructure Calls> Printers
9. In Rural branches of ICICI Bank if a customer walks in who already had a Pass sheet
format of Pass Book and needs updation, what should be done?
Ans: Issue a new booklet form of pass book from the last printed transaction date.
10. Can I issue RD pass book?

Ans: Yes, RD Pass Book can be issued as per the above process.
36
11. For a customer where RD Pass Book is issued, will he receive physical statement?
Ans: Yes, if the customer has an operative account and has not opted for SB Pass Book.
12. How to issue RD Pass Book?

Ans: I Core process for issuance of RD pass book shall remain the same as savings bank
account, account number typed should be of a RD.
Circular Reference
RCLG-2112/Feb 09, 2011/Cir.No.8498
Minor to Major - Change in Account Status

Introduction
On attaining majority, the minor account holder has to close the existing account and
open a new account in his name either singly or jointly with his parents or continue the
existing account by converting the same to a normal account.
Eligibility
Minor on attaining 18 years of age in case of natural guardian and 21 years in case of
guardian appointed by the court.

AOF with latest photograph signed by the minor who is attaining majority
Valid proof of Date of Birth
Ratification letter
Identity Proof
Pan card or Form 60/61
Proof of current address
If Joint holder is to be added, then new AOF should incorporate name of joint holder
and mode of operation should be clearly mentioned
For identity, address and age proof any of the KYC documents can be collected.
Check
The Customer has returned the deliverables like ATM Card/Cheque books to the
branch for fresh issue
Letter written by the guardian for conversion of the account to major and authorize the
signature
A letter from Major confirming the transactions carried out by the guardian when
he/she was minor.
Procedure
Verify the documents with Original and affix Verified with Original stamp on the
copies of the document.
If lien/debit/ credit freeze cannot be removed, form may be returned to the customer
for regularization.
Required documents along with the AOF to be sent to linked RPC for Modification
QAB
Rs.10000/- to be maintained after conversion to Normal savings account
37
TAT
2 working days from date sent to RPC
Circular Reference
RCLG-2164/Jun 06, 2011/Cir.No.8771
Mobile Banking registration request

Mobile alert registration form from the customer
Customer should visit the branch in person
Name of the account holder, Account Number, Mobile Number and Signature is
required
The request should be signed by all the account holders.
Identity proof is required signature in the identity proof should match with the bank
records.
Check
Verify the Signature of the customer
In case of joint accounts, mobile banking will be available only if the accounts have
survivorship clause, i.e. if the mandate is Either or Survivor, Anyone or Survivor.
Procedure
Update the mobile number with ISD code in ICIALREG option in ICORE
Enter account number
Alert type requested by the customer has to be taken and entered in the alert box
Customer name
Threshold value (Rs.5000/- for credit/debit from customer account)
Enter Mode of delivery as 0 for mobile banking
Verify the entry through ALREGAU
For joint accounts raise a SR under Li_Internet/ Mobile Banking_Reqst for Mobile Bnkg
Regs_Joint a/c
Alerts Registered
Salary credit
Cheque bounce
Account getting debited and credited above Rs.5000/-
Process for registration/updation of mobile number (28/12/2012 5:42:27 PM)
Customer visits branch and complains that he has not received mobile alert for
transactions / payee / OTP:
Branch official to follow below steps:
Verify the customer credentials
Check the ICIALREG option in I-Core, if the correct mobile is updated
If not, then register the customer's correct mobile number after accepting signed
application with photo identity proof.
If correct mobile number is updated then, for complaint of transaction alerts not
received, check if any transaction has taken place in the account on the specified date.
38
If not, inform customer accordingly that SMS alerts are sent only if the credit
transaction amount is more than Rs.5,000/-
To view in IView-->login --> accounts -->other inquiry -->User id Inquiry --> Enter
mobile no -->click on user id -->account no will be displayed.
Mobile No. not registered in Bankaway branches to follow below steps:
Verify the customer credentials
Check if the mobile is already updated in any other user for Internet banking alert.
To view in Iview --> accounts -->other inquiry -->User id Inquiry --> Enter mobile no
-->click on user id -->account no will be displayed
Scenario 1
If the account displayed is another account of customer himself
Suggest customer to link both the accounts
If customer does not want to link his accounts
Ask customer to provide other mobile number(take new stay connected form) and
update the same in ICIALREG option of Finacle
If customer agrees to remove his mobile number from the existing account
Capture SR under the Sr type line:Li_Internet/mobile banking_request for mobile no
updation in bank away
Scenario 2
If the mobile number is registered with third party account
Capture SR LI_Internet/mobile banking_request for mobile no updation in bank away
for deletion of mobile no from the Third party account and updating in the customer
account's user id for internet banking alerts
Scenario 3
If user ID is not fetched for entered mobile number then capture SR LI_Internet/mobile
banking_request for mobile no updation in bank away.
Note : As per RBI guidelines issued, SMS needs to be sent for all the transactions done
through the customer's ATM / Debit card.
If there is no transaction for which alert was to be generated, inform the customer that
there is no transaction and hence the alert was not generated (CR should not be
captured here)
If there is any transaction for which alert was to be generated, then--
Enter customers account number in I-View and check "SMS Enquiry" option whether
the transaction alert has been sent to the customer
If the alert was sent for that transaction, inform customer to contact his service
provided for non delivery of this SMS alert.(CR should not be captured here)
If alert has not been sent for that transaction, capture CR "Mobile Alert not received"
For complaint pertaining to URN / Internet Banking OTP / Pull alerts not received:
Check if the mobile number is registered in Finacle, if yes,
Check "SMS Inquiry" option in I-View to find out if any alerts were sent to the customer
on that date.
If yes, please inform the customer to contact his service provider (CR should not be
captured for URN and OTP, customer can use pull services for receiving the alert)
If no, check the searchoption in I-View, by entering the mobile number if this mobile
number is linked to any other account
39
Note: If a customer has given same mobile number in two different accounts with two
different internet banking user ids, customer shall continue to receive bank account
related alerts but shall not receive alerts like URN, OTP, Pull Alerts etc for the user id
(Account) where the mobile number is not updated, since one mobile number can be
updated against only one user id.
TAT
1 Day
Circular Reference
RCLG- 2002/Apr 05,2010/ Cir.No.7767
RCLG- 1925/ Nov 17,2009/ Cir.No.7354
RCLG- 1787/ Feb 10,2009/ Cir.No.6531
Name change request from customer

Introduction
Customer may give change of name on account of marriage, divorce, re-marriage,
numerology changes, adoption, etc.

Customer has to visit the branch personally.
Can be accepted at any branch
Request letter along with the following documents is collected
Process for Customer's abbreviated name to be expanded:
If the customer has opened his account in abbreviated name and if the customer
wants to expand his abbreviated name e.g. Mr. P. K. Sharma to Mr. Pawan Kumar
Sharma then below process needs to be followed :
Customer needs to place a written request for change of abbreviated name to
expansion of name and sign the request letter. Also customer needs to give required
documents for processing the request.
The required documents are:

1. Expanded name Photo ID proof (As per KYC guidelines).
2. Expanded name on address proof (As per KYC guidelines).
Also, the Branch staff needs to verify the Customer name as displayed on PAN
site, wherever PAN is available. It should be aligned with the expanded name as
per general guidelines.
Branch staff needs to verify the customer identity along with the photograph, date
of birth, signature, etc. provided in the new id document.
The signature on the ID Proof collected should be same as in account. In-case it is
not so, customer needs to sign in presence of the branch staff with both signatures
(one in the account and one on the ID Proof) on the request letter.
All the documents needs to be done OSV by the Branch Staff.
Case of Change of name/surname of women on account of marriage
For Marriages solemnized before 14/02/06
3. Attested copy of marriage certificate issued by Registrar of Marriages, Church or
Qazis certificate (with a certified translation).
40
4. Declaration by the applicant declaring that her name / surname is changed from her
maiden name pursuant to her marriage, to the name and/or surname mentioned in
the declaration. The declared name and surname of her husband should be the same
as is shown in the marriage certificate, Church or Qazis certificate. The declaration
should be witnessed by an official of the Bank.
For Marriages Solemnized from 14/02/06 and thereafter
a. Attested copy of marriage certificate issued by Registrar of Marriages.
b. Declaration by the applicant declaring that her name / surname is changed from her
maiden name pursuant to her marriage, to the name and/or surname mentioned in
the declaration. The declared name and surname of her husband should be the same
as is shown in the marriage certificate. The declaration should be witnessed by an
official of the Bank
Exception process for surname change on account of marriage
If customer visits branch for Surname change on account of marriage and customer is not
able to provide the required documents for change of surname then the following
exceptional process is available
Process should be followed only for mere adoption of husbands surname by wife after
marriage. Any other change in name or surname is as per the above pocess only.
Branch Staff needs to ensure that at the time of accepting request, customers should
have 6 months old active relationship and existing accounts should have satisfactory
conduct - para C.a.8 of circular 9533
Branch staff should take below documents along with customer request letter for
effecting change in name
a. Marriage Card ('Only marriage card' cannot be taken for name change).
b. Affidavit from customer and husband stating that both are married and reside at the
mentioned address.
c. Complete KYC of the husband needs to be taken as per KYC guidelines.
Note
Affidavit should be duly notarized.
Note
1. Branch Staff should match the name of husband on marriage card along with the KYC
documents to ascertain it is same person.
2. All the documents needs to be done OSV by the BM and BM has to take RH approval
through I-memo for exception request processing of customer for Surname change due
to Marriage
3. Branch staff also needs to advise the customer to get the address updated, if so
desired.
Case of Change of name/surname of women on account of divorce- change from her

husbands name to her maiden name.
1. Divorce certificate authenticated by court.
41
2. Declaration by the applicant declaring that her name and/or surname is changed
from her husbands name to her maiden name. The declaration should be witnessed
by an official of the Bank.
3. Proof of the maiden name should be produced to the Bank, eg. school leaving
certificate, birth certificate
Case of Change of name/surname of a women on account of remarriage
Divorce deed authenticated by Court or Death Certificate of previous spouse, as the
case may be.
a. (i) For Marriages solemnized before 14/02/06 ,attested copy of marriage certificate
issued by Registrar of Marriages, [1]Church or Qazis certificate (with a certified
translation).
(ii) Declaration by the applicant declaring that her name / surname is changed from
her maiden name pursuant to her marriage, to the name and/or surname mentioned
in the declaration. The declared name and surname of her husband should be the
same as is shown in the marriage certificate, Church or Qazis certificate. The
declaration should be witnessed by an official of the Bank.
b. (i) For Marriages Solemnized from 14/02/06 and thereafter attested copy of marriage
certificate issued by Registrar of Marriages.
(ii) Declaration by the applicant declaring that her name and/or surname is changed
on account of remarriage. The declared name and surname of her husband should
be the same as is shown in the marriage certificate. The declaration should be
witnessed by an official of the Bank.
Case of change of name/surname of an adopted child

1. Certified True copy of the [2]adoption deed as per local laws ( Applicable in case of
[3]Hindus)
2. In case of Christians, Muslims and Parsis, a court order granting guardianship.
3. Declaration by the adopted parents / guardian (if the child is a minor) declaring
change in name and/or surname. The declaration should be witnessed by an official
of the Bank
Case of change of name/surname in any other case

Certified true copy of the relevant pages of the Official Gazette publishing details of the
change of name and/or surname.
1. Applicable only in case of Christians/Muslims.
2. A deed of adoption is not required to be compulsorily registered. However if the
deed of adoption declares or reserves an interest for a third person in immovable
property and the interest is of the value of more than Rs.100, then the deed of
adoption is required to be registered.
3. Hindus: shall refer to a person who is a Hindu by religion, who is a Buddhist, Jaina
or Sikh by religion.
Procedure
42
Check for the documents with originals and sign the copies with Verified with original
stamp.
Verify the signature .In case of joint account, all holders should sign the same.
The customer now has an option to continue with the old cheque book. Hence, branch
should not insist on destruction of the old cheque book. The ATM/ Debit card has to be
hotlisted. Customer needs to choose between Destruction / Continuation of old cheque
book at the time of placing the request on the Name, Signature and Mode of
Operation change - Application form.
Approval from BM/BOM is required
Forward the same to RPC for processing
For change of name : If the customer is from Karnataka State , following documents
needs to be collected from the customers :
KYC document bearing the new name
An affidavit; AND
A copy of the newspaper publication.
Important checks
After accepting the documents from the customer, the following additional checks
need to be done before raising the SR to RPC for the above request type.
The documents that can be accepted for name change.
Branch scrutinizes the request submitted and verifies signature of customer with
record in I-Core. In case of name change in joint account, all accounts holders need to
sign the request letter. In case of mismatch request is returned to customer
Branch to duly check the photocopy of document submitted after verification with
originals. CSO signs the copies with remarks Verified from Originals.
Customer to be informed that all cheques collected in his/her account in future should
have the same modified (as requested) name/ signatures. Any cheque presented or
issued with the old name/ signatures( as the case may be) should be rejected by the
bank.
BSCM or BM checks the application form along with documents and change is
approved by BSCM/BM by sign on request form.
Request received from a third party, representing the customer should NOT be
accepted
TAT
6 working days
Circular Reference
RCLG-2164/Jun 06, 2011/Cir.No.8771
Nomination Registration / Cancellation / Change Request

Introduction
Nomination is to facilitate expeditious settlement of claims in the accounts of deceased
depositors and to minimize hardship caused to the family members of the deceased
depositors.
Nomination becomes effective only in case of death of all the depositors.
In savings and deposit accounts, nomination should be in favor of only one individual.
Nomination can be accepted from individuals and also in proprietorship accounts.
43
Nomination is not possible in partnership accounts and legal entities like limited
companies, societies, etc.
Registration
Form DA-1 is used if the customer likes to have same nomination for all accounts opened
under a customer id.
Change of Nomination
Form DA-2 for cancellation of nomination
Form DA-3 for cancellation of the existing nominee and addition of a new nominee is
obtained along with the customer id number, if the customer likes to change the
nominee for all deposits.
Required from Customer

Name, address, relationship of the nominee is to be mentioned on the Nomination
form.
In a joint account, all the joint account holders to sign the nomination form.
Check
Scrutinize the Nomination form for the signature of the customer/s. All the deposit
holders should sign the form.
The Nomination to be duly witnessed by one witness in the case of literate customers.
In case of illiterate person who puts a thumb impression, two witnesses is required.
Nomination change/ addition should be witnessed by some one known to the
customer and branch staff should avoid witnessing the same.
Verify the signature of the account holder/s.
In case of dormant / inactive accounts, as per the process for Dormant accounts,
authorization from BM / BOM is required for making the account active.
Check whether the nomination is at Cust id level or Account level, if not specified treat
as account level
Procedure
Use ACM for Account level modification
Use CUMM for Cust Id level modification
I Core User Manual
Acknowledgment should be given to all the customers irrespective of whethere an
acknowledgment is demanded by the customers or not
Circular Reference
RCLG-2164/Jun 06, 2011/Cir.No.8771
Request for Personalised Cheque Book

Request for a personalized chequebook from the customer.
All applicants should sign the request as per MOP
Check
Scrutinise the cheque book request
44
The account status if in dormant/Inactive state, inform the customer is to activate the
account by submitting an account activation request.
Signature of the customer with I Core.
Cheque book Issuance flag should be Y
E Search for previous issuance of cheque book. In case of any pending request, a fresh
request will be accepted only after 9 days from the date of the previous request.
Procedure
If the address differs as per requisition slip with that of I-core and the account is more
than six months then ask the customer whether he/she needs a change in address.
If the first chequebook is in transit and customer wants to place the request for second
chequebook, the same can be considered as genuine request, the request is captured
under SR type LI_Cheque book Related_Request for Additional cheque book" & then
ICICBRQ modification is done in ICORE.
ICICBRQ command is used for fresh issuance request (I Core Manual)
Mention ICICBRQ done on dd/mm/yyyy in the requistion slip
The requisition slip is kept in the customer request file with initial of the CSO
Maximum of 3 personalized chequebooks (for retail savings account)can be requested
per day for savings account.
The chequebooks issued during the day can be checked through ACM Menu option
with Sub-option Q.
TAT
4 days
5-6 days for Rural branches
Circular Reference
RCLG-2112/Feb 09, 2011/Cir.No.8498
Signature change request

Introduction
Customers give request for change of specimen signatures due to various reasons viz.
change of name, unable to replicate existing signature on record, signature widely
varies due to passage of time, unable to sign uniformly due to old age etc.
Change of Specimen Signature has to be exercised with caution as all the operations in
the account are done, based on the customers signature.

Customer has to visit the base branch personally
Procedure
Request can be accepted at any branch
The customer is informed to ensure that all the cheques issued by him with the old
signature are cleared, before submitting the request for change in signature.
If the customer has issued any PDCs in the account with the previous signature, he
should be advised to cancel the same and issue cheques with new signature.
45
Customer is required to endorse both his existing specimen signature and the new
specimen signature on the form, in the presence of the Bank staff.
If the customer cannot replicate his existing signature available on Bank records, the
genuineness of the reason for variation in signature to be verified by DBM. In such
situation copy of identity proof as per KYC guidelines for Individual customer is
required.
CSO/DBM or BM verifies the same with original.
Approval from BM/DBM is required.
Branches will capture signature change/addition/deletion request through FCRM.
Branches will raise the SR with all details to RPC, once the SR is raised an auto
generated SMS, having the TAT will get triggered to the registered mobile no of the
customer. Branch will write the SR no. on the physical request & courier it to RPC on
the same day. Since signature is very critical information on an account level,
capturing the image of the original copy is important.
After obtaining requisite documents, Branch needs to raise a SR in FCRM
LI ACCOUNT MODIFICATION Account Servicing Request-Physical Documents
Mention the SR number on the request letter and the original copy of Customer
request form along with respective documents should be sent to the concerned RPC
for processing.
RPC will process the request on the same day the physical copy is received.
A SMS message will get triggered to customer after the request is processed at RPC.
TAT
Processing TAT for SR is 4 days
Circular reference
RCLG-2302/Mar 10, 2012/Cir.No.9574
Stop Payment / Revoking of Cheques

Introduction
A customer issuing a cheque can make a request to stop payment of the cheque, before
the same is presented for payment. It is the responsibility of the Bank not to pay a
cheque, which is marked as stopped by the drawer

Stop Payment request as per (Format) can be accepted at all branches
Check
Check whether the cheque is already passed through ACLI option in I-Core or presented
for days clearing by checking "carved details" under ACM-M option in I-Core or through
ICTM option.
Procedure
If the cheque is already passed, customer is informed and request is not processed
If the cheque is presented in days clearing and not been passed, person handling
clearing in RPC is informed and confirmation through mail is taken that the cheque is
pulled out for return.
46
If the cheque is not passed in I Core, check the signature and if does not match return
the request to the customer.
If signature tallies go to option SPP and stop the cheque.
In case of joint accounts or accounts where the Mode of Operation is jointly or any
two jointly, any one of the account holders can stop payment of the cheque
irrespective of the MOP.
If balance is not sufficient to recover the charges, inform the customer to deposit the
same. BM Can waive off the charges. The request should not be rejected irrespective
of the balance available in the account
Give acknowledgement to the customer with date, time and stamp.
Revoking of cheques
Sometimes after issuing a Stop Payment request, the customer realizes that the
cheque has been stopped by mistake and would want to revoke the request of Stop
Payment.
In below mentioned process is to be followed for revoking stop payment requests.
The request for revoking to be submitted by the customer himself. (Format)
In cases where a third party submits a request, branch official should call the customer
and confirm the same. In cases where the customer is not contactable, process as
detailed in circular no 8180 to be followed.
The customer with the request, should be directed to the BM/BSCM. BM/ BSCM
authorisation to be taken for all the requests before processing.
Customer signatures (as per the MOP) should be carefully verified with ICORE records
before transaction processing
In case of signature mis match, the customer should be asked to furnish a valid ID
proof (as per the existing KYC guidelines).
Self attested copy of the ID proof (verified with original by the branch staff) should be
attached with the request letter.
Charges:
Single Leaf - Rs 100/- + applicable service tax
Cheques in a range - Rs 200/- + applicable service tax
Circular Reference
RCLG-2112/Feb 09, 2011/Cir.No.8498
Transfer of Account
Introduction
Savings account customers have the option of transferring the account from one
branch to another.
The Savings Account, along with linked Flexi Fixed Deposits (earlier known as
Quantum Optima) can be transferred to any branch without changing the account
numbers

Duly filled application form from the customer can be collected at any branch
Signature of all Account holders is mandatory in the transfer request
Address should be complete with pin code.
47
In case of change of address new address proof is collected if the account is opened
less than six months.
Check
Application has to be duly filled
All account holders should sign the application form
If the account is dormant, BM/BOM of the branch ( Transferor/ Transferee) can
authorize for dormancy removal.
Customer ID, Account number and signature should tally with I- Core
FFD, Lien, Freeze. BM/BOM of the base branch can only authorize for removal of
lien/freeze after due verification.
Account should not be linked to I- Direct,, Customer is suggested to remove lien in
account, if any. Branch informs the customer about requirement of Power of Attorney
for linkage of new account for I Direct transactions.
Account should not be in debit balance or zero balance. Ask the customer to fund the
account.
Procedure
Transfer of account with Lien should not be accepted
Destroy the cheque leaves physically and in I Core
BM/BOM to authorise the transfer.
FCRM to be lodged in LI_Request for transfer of a/c
Attach the scanned request.
Record the SR number on the top right hand corner of the form
Record the SR number on the acknowledgement slip, stamp, sign and handover to the
customer.
TAT
1 day after lodging FCRM
Circular Reference
RCLG-2302/Mar 10, 2012/Cir.No.9574
Updation of PAN
Customer needs to fill Stay connected form
PAN photocopy is to be self attested by the customer
Check
Signature of the customer in I Core
Verify the photocopy with the original PAN card.
Procedure
PAN Field to be updated only if field is blank or Form 60 is mentioned in that field.
Request should not be processed without having seen the original PAN Card.
Verify the PAN Card number from the NSDL website.
USE CUMM option in I Core to update PAN (I Core Manual)
48
Handover the acknowledgement to the customer with round seal and signature
Note
If the customer has been issued PAN allotment letter from the Income Tax Department
but still not received the PAN card, then branch needs to take a copy of the PAN allotment
letter. Verify the PAN Card number from the NSDL website and mention on the form as
"PAN number verified from the NSDL website" and branch staff needs to sign the same
with employee code and date.
Circular Reference
RCLG-2302/Mar 10, 2012/Cir.No.9574
Current Account Queries
Activation of Inactive/Dormant accounts

Introduction
categorized as Inactive account
categorized as Dormant account
Customer-induced Transactions
Transactions through cheque.
Cash or cheque deposit.
Withdrawal or deposit through ATM.
Corporate internet transaction.
Transaction by standing instruction, ECS and EFT.
Requests will be processed for the following account types

Individuals
Sole Proprietorships
Partnership Firms
Public and Private Limited Company
Trust / Clubs / Societies and Associations / Banks
HUF

Request letter from signed as per MOP from the customer / mandate holder can be
accepted at both base and non base branch.
Request letter from power of attorney holder cannot be accepted.
Check
Verify the Name & Account number on the request letter with I Core
Verify signature carefully and stamp the application as signature verified
Procedure
The request can be received at any branch.
49
Receive the request letter from the customer or mandate holder in case of NRI
Customers. Requests received from the Power Attorney holder can not be accepted.
However in case of NRI accounts, the request can be given by mandate holder.
Branch Official to check for the completeness and correctness of the account activation
request.
Branch Official to also check with the customer for the reason why the account was not
used for so many days and note the same on the request.
BSCM can visit the customer address just to check the KYC if the reason given is not
satisfactory. Refer circular number 7998/9006 for the current KYC documents and latest
KYC circular as updated from time to time.
As per circular 8000, inactive and dormant accounts are excluded from KYC updation
purpose. Hence in case of more than 2 years old account, the KYC must be obtained
while activating the account. Refer circular number 7998/9006 for the current KYC
documents and latest KYC circular as updated from time to time.
Verify the signatures on the request letter with the system and check whether they are
as per the MOP.
If any discrepancy is observed, the same needs to informed to customer for
rectification.
If all the documents are in order and if the request is received at non base branch, the
approval from BM/BSCM of the base branch is required to be taken. The Approval
needs to be taken on SR and the activation of account also needs to be done at base
branch.
Non Base branch to raise the SR IR_LIABILITIES_CA modification recd at Non Base Br
on base branch by attaching all the documents required.
Base branch to contact the customer and take the confirmation for the transaction ad
then activate the account. Details of customer confirmation needs to be mentioned in
the SR while closing the SR. In case customer is not contactable, the same needs to be
mentioned on the request and the SR in closure comments and then the account
activation needs to be done at base branch. SR needs to be closed only post
processing of the transaction.
Note
In case of non Base Branch will raise SR on Base Branch and mention the courier details
in the SR.
Circular Reference
RCLG-2233/Nov 08, 2011/Cir.No.9200
RLOG-92/Jan 03, 2012/Cir.No.9357
Change in Customer Name or Title of the account

Introduction
Request for change in the name is given for specific reasons e.g.
Where company is converting its constitution from Private limited to Public limited or
vice versa, due to mergers and acquisitions.
In case of Individuals requests for change in name / surname arises on account of
marriage etc.
50
Individual
Request letter signed by the individual/all joint holders if account is operated
singly/jointly
Gazette notification confirming the name change
Marriage Certificate, if name change is due to marriage
Partnership Firm, HUF account & Sole Proprietorship Firm

If the change of the name is of Partnership Firm or a HUF account or a sole
proprietorship firm, then the account has to be closed and a fresh account has to be
opened.
If the change of the name is for the Partner or the sole proprietorship, then
Request letter on the proprietor's/Partnership firms letterhead signed by the sole
proprietor/authorized signatory as per MOP
Gazette notification confirming the name change
Marriage Certificate, if name change is due to marriage
Private & Public Limited & Trust Account

Request letter on the firms letterhead signed by the authorised signatories as per MOP.
The rubber stamp of the company should also be affixed along with the signatures
Certificate of Incorporation consequent to change of name & Board Resolution in case
of Private & Public Limited
Board resolution, True and updated copy of Trust Deed in case of Trust account and
True and updated copy of Bye Laws in case of Club, Associations and Societies.
Check
Verify the signature of the customer
Verify that all documents are attached as per checklist
Verify that documents are self attested on all pages & "Verify with Original" stamp is
affixed
Procedure
Take a self attestation of the authorised signatories on the photocopy of the document.
Stamp all the photocopied documents as "Original Verified" after verifying with original.
Lodge a FCRM under Product line: COPS, SR Type: Post acct opening- Current A/c
modifications- Name change request.
Attach the scanned copy of the request along with the copy of the documents to the
SR and assign the SR to CLO-COPS.
Branches without scanner should send the physical application to COPS at below
mentioned address
ICICI Bank Limited
Central Operations
A-Wing, 4th floor, Autumn Estates,
Chandivali Farm Road,
Off Saki Vihar Road, Andheri (East),
Mumbai 400 072
51
TAT
TAT for processing the request at COPS team is one day if complete and correct
documents are sent
Circular Reference
CLOG-127/ Dec09, 2009/ Cir.No.7425
RLOG-92/Jan 03, 2012/Cir.No.9357
Change in MOP/Signature Addition, Deletion & Modification

Addition of signature
Individual A/C
Request letter signed by the individual/all joint holders if account is operated
singly/jointly
Photograph of the new applicant
Self attested proof of identity
For POA holder to be added, POA should be as per format on a stamp paper, duly
notarized & affixed with Adhesive stamp
If the account has an existing nomination all holders have to sign form DA1 and
confirm the nominee.
Sole Proprietorship
POA holder can be added, POA should be as per format on a stamp paper, duly
notarized & affixed with Adhesive stamp
Request letter signed by the sole proprietor on the proprietors letterhead.
If letterhead is not available for sole proprietorship firm then the request should be
signed under the authority of Sole proprietor.
Self attested proof of identity
If POA is more than one person MOP should be mentioned in the POA
If the account has an existing nomination all holders have to sign form DA1 and
confirm the nominee.
HUF
No additions of signatures can be done in a HUF account, as HUF cannot appoint a POA
for operating the account.
Partnership Firm
Request letter on the letterhead signed by all partners
Self attested, true and updated copy of the reconstituted partnership deed
Partnership letter on the letterhead signed by all partners in the firms capacity.
True and updated copy of the reconstituted partnership deed. Deed submitted at the
time of account opening and subsequent deeds should also be accepted
Self attested proof of identity of the new partner
In case of POA, the same has to be executed on behalf of the firm and should be
signed by all partners.
52
POA should be as per format on a stamp paper, duly notarized & affixed with Adhesive
stamp. POA should be executed in firms capacity.
Private & Public Limited
A request letter not older than 3 months in the companies letterhead signed by the
authorised signatories as per MOP
Board resolution duly dated and signed by two directors or the company secretary
with rubber stamp
Self attested proof of identity of the new signatory
In case of POA, the same should be as per format on a stamp paper, duly notarized &
affixed with Adhesive stamp. POA should be executed in firms capacity.
Trust
A request letter signed by the chairman or president or trustee or secretary or
treasurer other than the requesting signatory
Board resolution duly dated and signed by two trustees or members (with rubber
stamp)
Self attested proof of identity of the new signatory
Deletion of signature
Individual A/C
No deletion of signature if account is operated singly, account has to be closed.
In case of joint accounts, request letter signed by all joint holders including the person
getting deleted.
If one of the joint holder is deceased, then a request letter signed by remaining
authorities with the death certificate of the deceased signatory.
ATM/Debit card (if any) in the name of the signatory should be surrendered at branch.
Sole Proprietorship
No deletion of signature in a sole proprietor account, account has to be closed.
For deletion of POA holder, a request letter to be signed under the authority of sole
proprietor.
HUF
Deletion of signatory in HUF account happens on the death of Karta, which results in
closing the existing account and opening a new HUF account.
Partnership Firm
Death of the partner dissolves the partnership firm, If there is no provision in the
partnership deed, for dissolution of the firm in case of death or retirement, then a
request letter signed by all existing partners on the letter head is required.
Self attested, true and updated copy of the reconstituted partnership deed, attested by
all existing partners. Deed submitted at the time of account opening and subsequent
deeds are required
In case of POA holder, a request letter signed by all partners on the firms letter head
with latest partnership deed.
53
A request letter not older than 3 months in the companies letterhead signed by the
authorised signatories as per MOP
Board resolution duly dated and signed by two directors or the company secretary
with rubber stamp
Trust
A request letter signed by authorized signatories.
Board resolution duly dated and signed by two trustees or members.

Modification of signature
Individual/Sole Proprietorship/HUF
If the customer/Karta is able to sign in both styles, then letter having both the old and
new signature is obtained. Request letter is signed as per the existing signature
If the customer/Karta is not able to sign in the existing style, an affidavit should be
produced. Bank official should attest that the signature is signed in his/her presence.
For joint operations in case of individual account, request letter should be signed by all
joint holders.
If POA holder wants to change the signature, the same should be attested by the sole
proprietor on the firms letterhead.
Partnership Firm
Request letter on the letterhead as per MOP signed by all partners
Copy of the latest partnership deed
The authorised signatory whose signature is undergoing a change in style should
compulsorily sign in the presence of Banks official evidencing the modified signature.
The Branch Official should verify the identity of the customer before accepting the
request.
Request letter from the MD &CEO / Chairman & CEO/ 2 Directors / 1 Director +
Company Secretary verifying the modified signature of the authorised signatory has to
be obtained
If signature of MD &CEO/ Chairman & CEO is undergoing a change, then letter from
two directors with company secretary verifying the modified signature of the
authorised signatory has to be obtained
The authorised signatory should compulsorily sign in the presence of Banks official
evidencing the modified signature.
Trust
A request letter from the members
The authorised signatory should compulsorily sign in the presence of Banks official
evidencing the modified signature.
Check
54
Check whether request letter is dated & signed

Check whether the signature is matching with the bank records
Check whether account no./name matches with the system
Check whether all documents are attached as per the checklist
Check whether new MOP is mentioned in the request letter & Board
resolution/Partnership letter (as applicable) is provided & same is clear
Check whether ID proof has been given in case of new signatory
Check whether Board Resolution is signed by 2 Directors/Company Secretary
Check whether Bridger Information Sheet is attached in case of new signatory
Procedure
Photocopies of the documents to be verified with the originals and certified as verified
with original
Lodge a FCRM under Product line: COPS, SR Type: Post acct opening- Sign
add/del/mod
Attach the scanned copy of the request to the SR and assign the SR to CLO-COPS.
mentioned address
ICICI Bank Limited
Central Operations
Mumbai 400 072
TAT
TAT for processing the request at COPS team is one day if complete and correct
documents are sent
Circular reference
CLOG-127/ Dec09, 2009/ Cir.No.7425
RLOG-112/Nov 12, 2012/Cir.No.10233
Change of Address
Category of the Applicant Documents Required to be taken
Individual 1 A request letter

signed by the individual if account is operated
singly.
signed by all the joint account holders if account
is in joint operation.
2 Self attested address Proof as per KYC guidelines

and certified as Verified with original by the Bank
official. Refer circular number 7998/9006 for the
current KYC documents and latest KYC circular as
55
updated from time to time.

Sole Proprietor(SP) 1 A request letter on the Proprietor's letterhead signed
by the Sole Proprietor. If letter head is not available,
then the request letter should be signed under the
authority of Sole Proprietor.
Partnership Firms 1 A request letter on the Partnership Firms letterhead
signed by the authorised signatory(s) as per the
mode of operation in the account.
Company's (Public & Private) 1 A request letter on the Companies letterhead signed
by the authorised signatory(s) as per the mode of
operation in the account.
Trust / Clubs / Societies and 1 A request letter on the letterhead signed by the
Associations / Banks authorised signatory(s) as per the mode of operation
in the account.
HUF 1 A request letter signed by the Karta.
Check
Request should be on client's letterhead
Request should clearly specify whether the request is for permanent address change /
communication address change or both
56
The date mentioned on the request letter should not be more than three months old
Account number and title should be matching with I-Core
Rubber stamp of the client should exactly match with I-Core title
Client's signature should be as per MOP and is matching with I-Core
Signature should be verified by branch official along with bank stamp
Obtain Valid address proof as per KYC (Refer Circular no 9534 or 9533)
Address proof should be checked for following validations:

Address proof should be on the name of the entity
Verified with original (OSV stamp to be affixed)
Validity of the address proof (not more than 3 months)
Client's attestation under entity's rubber stamp
Note
Rubber stamp and letter head not applicable for individual cases.
Procedure
The request letter for change of communication address, contact details should be
taken. Branch receiving the application form should ensure that the request is duly
filled in.
Branch official to check for the completeness of address, including pin code and the
address proof in the name of the account holder in accordance with the current
account KYC guidelines. Refer circular number 7998/9006 for the current KYC
documents and latest KYC circular as updated from time to time.
Check the above requirements and in case of any discrepancy, inform the customer
immediately.
If the required documents are in order and if the request is received in non base
branch, approval from Base branch BM is required to be taken on SR and also the
changes need to be done by base branch.
Non Base branch to raise the SR IR_LIABILITIES_CA modification recd at Non Base Br
on base branch by attaching all the documents .
Base branch to contact the customer and take the confirmation for the transaction and
then activate the account. Details of customer confirmation needs to be mentioned in
the SR while closing the SR. In case customer is not contactable, the same needs to be
mentioned on the request and the SR in closure comments and then the changes to be
effected in system by the base branch. SR needs to be closed only post processing of
the transaction.
A letter is sent to the customer's old and new address intimating of the change of
address by CPC team. The letters addressed to the old address may be returned as
undelivered and the same will be filed with the respective address change request.
This is done by the CPC team.
Updation in Bankaway system would be done by COPS by taking the dump of all
address changed in Finacle .
o MIS would be received from Tech team on daily basis containing details of address
modification done in current account.
o On basis of the MIS received, CLOG-COPS would modify the address in Bankaway
system.
57
Note
In case of non Base Branch without scanner, branch will raise SR on Base Branch and
mention the courier details in the SR.
TAT
TAT for processing the request at COPS team is two days if complete and correct
documents are sent.
Circular Reference
RCLG-2233/Nov 08, 2011/Cir.No.9200
RLOG-92/Jan 03, 2012/Cir.No.9357
Change of Variant
Introduction
Customer can change the variant of the RCA between the different options of MAB
(Monthly Average Balance) or between the products i.e. from RCA to M2O and vice versa,
RCA to Trade RCA and vice versa and Trade RCA to m2o and vice versa. This activity is
called migration of accounts.

Request letter in the letter head signed by the sole proprietor/ Partners / authorized
signatories as per MOP in case of partnership firm, private or public limited companies/
Trusts/ clubs/associations etc (or)
Request letter signed by Karta in case of HUF account
Check
Procedure
Lodge a FCRM under Product Line: COPS SR Type: Post acct opening- Migration of
Current Account.
Attach the scanned copy of the request to the SR and assign the SR to CLO- COPS
mentioned address
ICICI Bank Limited
Central Operations
Mumbai 400 072
TAT
Request received after 28th of the month will be considered only for the following month.
Billing
58
The migration would be done on an ongoing basis but the same would be effective from
the first day of the following month. For e.g. if a request for change from RCA Gold to
RCA Platinum is submitted on April 10th, the request would be processed on the same
day but the MAB calculations for new variant would be effective from May 1st. During
the present month the customer continues to get billed as per the old MAB.
Circular Reference
CLOG-127/ Dec09, 2009/ Cir.No.7425
RLOG-92/Jan 03, 2012/Cir.No.9357
Closure of Account

signed by the individual if account is operated
singly.
signed by all the joint account holders if account
Sole Proprietor 1 Request letter signed by the Sole Proprietor. If

letter head is not available, then the request letter
should be signed under the authority of Sole
Proprietor.
Partnership Firms 1 Request letter on the Partnership Firms Letterhead
signed by all the partners.
2 Partnership deed provided at the time of account
opening as well as subsequent deeds if any duly
attested by customer and verified by the bank
official.
Company's (Public & Private) 1 Request letter on the Company's letterhead signed
by authorised signatory(s) as per the mode of
operation in the account
2 Board resolution signed by two directors or
company secretary ( Suggested Format as per
Annexure B)
Trust / Clubs and 1 Request letter on the Letterhead signed by the
Associations /Banks / Co-Op authorised signatory(s) as per the mode of
Banks operation in the account
2 Board resolution signed by two directors or
company secretary and member/trustee in case of
trust club and society. ( Suggested Format as per
Annexure B)
Office order in case of banks / co-op banks
59
HUF 1 Request letter signed by the Karta
Check
Check for lien, debit/credit freeze in the account. Account with lien, debit/credit should
not be accepted.
In case the account is in debit balance and the account has to be closed the customer
should be requested to fund the account.
If the account with debit balance has to be closed, approval for waiver off of the debit
balance should be taken as per DFP and IAS number to be mentioned in FCRM
Request the customer to withdraw the amount in excess of charges in case of closure
request received for an account with credit balance.
Closure request for account with zero balance should be forwarded to COPS with
approval for waiving off of the account closure charges as per DFP.
Pls Note: Before every account closure, branches need to check whether there are any
limits given for that account
Procedure
The request can be accepted at any branch.
The branch receiving the application form should ensure that it is completely filled in
and the authorised signatory(s) have duly signed the application as per the mode of
operation.
Closure of an account with lien, debit/credit freeze should be done post removal of the
same. Process for Lien/Freeze removal is covered in circular number 3145.
In case closure request is received for an account with debit balance, branch official to
request the customer to clear the debit balances. In the event wherein branch
employee requires the account with debit balance to be closed, then the requisite
approval for waiver of the debit balance needs to be taken as per DFP.
Delegation of Financial Power to be referred for the authorization matrix for waiver of
debit balance. Branch Employee should take the approval through IAS/I memo &
mention the approval number on the request letter given by the customer and attach
copy of the same.
In case closure request is received for an account with credit balance branches are
requested to advised the customer to withdraw the amount in excess of charges post
checking the details such as unbilled amount, closure charges etc.
Closure request for an account with zero balance can be processed, provided the
approval for waiving off the account closure charge is given by the BM/BSCM, as per
DFP.
In case the documentation is not complete, the request should be rejected and the if
required by customer, the letter in the format of Annexure A may be given to
customer.
If the request is complete, following process should be followed:
a. Base branch account closure: As against the current practice where Branches are
raising SR on CLOG, all base branch closures to be mandatorily done at the branch
itself. The branch official is expected to do the following:
Find out the reason for account closure
60
Try to retain and Winback the customer

In case of Winback official must return the account closure request alongwith the
cheque book and debit card
If the customer insists on account closure the branch should close the account and
raise a Quick Kill SR: CUSTOMER-TAGGING_Base branch Account Closure-
QK_Base branch Account Closure- QK)
All account closure requests which are processed for closure should be
necessarily signed by the BM / BSCM
b. Non Base branch account closure with scanner:

Non Base Branch shall accept the customer request along with debit card and
cheque book
Non Base branch will destroy the debit card & cheque book physically
Non Base Branch shall raise SR on the base branch of the customer for winback /
closure along with scanned copy of the closure documents after scrutinizing all the
documents.
The following mandatory fields will be added in this winback cum closure SR. The
SR assignment will happen based on Base branch location and branch name.
Base Branch Location
Base branch Name
Mobile no. of the customer
Reason for closure
BM / BSCM of the Base Branch on receiving the SR should contact the customer
for winback and close the SR as per the following matrix
Customer retained- SR Closed
Customer not contactable- SR Closed (account will be closed in this case). Please
note branch has to call at least 3 times before tagging it customer not contactable,
customer also to be contacted on alternate numbers if any.
Customer cannot be retained - Branch to provide the customer's remark and close
the account at their end.
If the customer is retained, Base branch should raise an SR for new debit card and
cheques book request and mention the SR numbers in closure comments of
Account closure SR.
Product team shall take weekly dump of this SR and give discount for the cheque
book and debit card issued under the winback process.
TAT of the Winback / Account closure SR will be 2 days (SR type: COPS_POST
ACCT OP_CI Current a/c Closure).
c. Non Base branch account closure without scanner: Non Base Branch will raise SR on
Base Branch for dispatch of documents and send the physical docs to the base
branch for account closure. Base Branch shall close the IR IR_liabilities_DESPATCH
OF DOCUMENT TO BRANCH) on receipt of documents and follow the winback cum
closure process as stated above.
Proceeds
On closure of accounts the proceeds are either transferred to the account mentioned
on the closure request form or a draft is sent to the mailing address of the customer
61
Account Statement for a period of one month till the date of account closure, needs to
be printed through PSP option in I-core and sent to the customer along with the draft
Circular Reference (11/1/2012 3:49:56 PM)

CLG-2233/Nov 08, 2011/Cir.No.9200
RLOG-92/Jan 03, 2012/Cir.No.9357
Nomination updation
Introduction
Nomination is possible only in Individual and sole proprietor ship account
Nomination forms
o Form DA1 for Additions of Nomination
o Form DA2 for Cancellation of Nomination
o Form DA3 for any change in the nomination

The nomination form has to be signed by the individual account holder /all joint account
holders if operated singly/jointly
Nomination Check List

Sl. no. Individual Account
1 Form DA1 for Additions of 1. Signed by the individual if account is
Nomination operated singly.
2. Signed by all the joint account holders if
account is in joint operation
2 Form DA2 for Cancellation of 1. Signed by the individual if account is

account is in joint operation.
3 Form DA3 for any change in the 1. signed by the individual if account is
nomination operated singly.
Proprietorship Firms
1 Form DA1 for Additions of 1. Signed by the individual if account is
2 Form DA2 for Cancellation of 1. Signed by the individual if account is
3 Form DA3 for any change in the 1. Signed by the individual if account is
nomination operated singly.
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Partnership Firms/ Pvt./Public Limited Companies /TASC/HUF
1 Not Applicable.
Note
DA1, DA2 AND DA3 forms are available on intranet.
Check
Witness should attest the nomination form
Nomination can be made in favour of one individual.
Procedure
Format of the Nomination Forms are DA1 / Form DA2 / Form DA3
Form DA1- For Addition of Nomination in the account.
Form DA2 C For Cancellation of Nomination done earlier.
Form DA3 C For Modification of Nomination in the account.
Branch official to check whether nomination form is in order and all mandatory fields
are filled in and signed by the witnesses if applicable.
Branches to note that attestation by a witness is required on Form DA1, DA2 and DA3
only when the account holder puts his thumb impression and for illiterate customers.
Signatures of the account holders in forms DA1, DA2 and DA3 need not be attested by
witnesses.
Bank official should verify the signatures on the request letter with our records and
confirm whether as per MOP.
In case of any discrepancies, the same needs to be communicated to the customer and
get rectified.
The acknowledgement should be given to customer for the nomination request.
If the request given is correct in all respects, maker needs to enter the details of
Nomination in FINACLE at Account Level using ACM option and need to put his initials
on the request.
Verifier needs to verify the modification entered in FINACLE by maker. Post
Verification, verifier puts his initials over the request.
As per the clarification provided by RBI on March 30, 2011 on nomination rule,
signatures of the account holders in forms DA1, DA2 and DA3 need not be attested by
witnesses. Only thumb impression of the account holder is required to be attested by
two witnesses.
Circular Reference
RCLG-2233/Nov 08, 2011/Cir.No.9200
RLOG-92/Jan 03, 2012/Cir.No.9357
PAN Updation
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Signed by the individual if account is operated
singly.
Signed by all the joint account holders if account
2 Copy of the PAN Card self attested by the customer

and certified as Verified with Original by the Bank
official
Sole Proprietor 1 Request letter on the Proprietor's letterhead signed
by the Sole Proprietor. If letter head is not available,
then the request letter should be signed under the
authority of Sole Proprietor
official
Partnership Firms 1 Request letter on the Partnership Firms Letterhead
signed by authorised signatory(s) as per the mode
of operation in the account
official
Company's (Public & Private) 1 Request letter on the Company's letterhead signed
by authorised signatory(s) as per the mode of
operation in the account
official
Trust / Clubs and 1 Request letter on the Letterhead signed by the
Associations / Banks / Co-Op authorised signatory(s) as per the mode of
Banks operation in the account
official
HUF 1 Request letter signed by the Karta.
official
Check
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Procedure
On receipt of request for PAN updation, branch needs to check the authenticity of the
PAN card by verifying it on line with the PAN details hosted by Income Tax authority
on its website. https://onlineservices.tin.nsdl.com/etaxnew/tdsnontds.jsp and with the
original PAN Card/PAN Proof documents submitted by customer.
The request received needs to be scrutinized for completeness and correctness.
Bank official should verify the signatures on the request letter with our records and
confirm whether they are as per MOP.
In case of any discrepancies, same needs to be communicated to the customer for
rectification.
If the required documents are in order, the changes need to be carried out in Finacle.
Maker shall enter the details of PAN in FINACLE at Customer ID level using CUMM
option.
Verifier would verify the modification entered in FINACLE by maker. Verifier puts his
initials on the request also.
Circular Reference
RCLG-2233/Nov 08, 2011/Cir.No.9200
RLOG-92/Jan 03, 2012/Cir.No.9357
Transfer of Account
Transfer application form should be signed by all the signatories/ partners in individual/
sole proprietorship and partnership account or by the Karta in HUF account or by the
authorized signatories in case of trust, club, association & companies.
Certified true copy of the partnership deed signed by all partners in case of partnership
firm.
Certified true copy of the board resolution for transfer of account in case of trust, club,
association & companies.
Proof of communication address if transfer of account is outside the city branches.
Unused physical cheque leaves has to be surrendered
Check
Check for lien, debit/credit freeze in the account. Account with lien, debit/credit freeze
overdraft facilities should not be accepted.
If the account is in dormant/ inactive then the customer should confirm the activation
of dormant account in the Transfer Application Form and should be authorised by the
BOM/ BM.
Procedure
Unused physical cheque leaves has to be destroyed.
Photocopies of the documents to be verified with the originals and certified as verified
with original
Lodge a FCRM under Product line: COPS, SR Type: Post acct op- Acct modification.
Attach the scanned copy of the request to the SR and assign the SR to CLO-COPS.
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mentioned address
ICICI Bank Limited
Central Operations
Mumbai 400 072
Circular Reference
CLOG-127/ Dec09, 2009/ Cir.No.7425
RLOG-92/Jan 03, 2012/Cir.No.9357
Fixed Deposits
FD Account Closure & Renewal

Maturity Closure
Documentation: Duly discharged FDR/MOD
Mode of payment to be specified by the applicant in case of any change from the
repayment mode specified at the time of account opening
Premature Closure
Acceptance of the Request : All the account holders are required to sign a request for
premature withdrawl of FD.
Interest Rate payable : Interest on premature withdrawl is paid for the period for which
the deposit has run as applicable on the date of account opening.(To be viewed from
the Interest Rate Chart as on value date of the FD).
Penalty on Premature closure : The applicant is advised to check the applicable penal
interest rate which will be deducted in case of premature withdrawl of FD.
Part Closure
All the above conditions will apply.Account holder will be provided an FD receipt on
non secured stationary for the balance amount after part closure.
Post dated Maturity Closure / Renewal : A customer may walk in the branch and give a
maturity instruction pertaining to his/her FD (fixed deposit) in advance. In the following
3 scenario the request will be accepted in advance (prior to the maturity date).
1. Payment of FD (fixed deposit) and Interest on the due date:

2. Renewal of Principal and Interest under the same term and applicable rate of interest:
3. Renewal of Principal for the same term at the applicable rate and payment of Interest
to saving a/c or through demand draft/pay order.
4. In all other cases, such as, part renewal on maturity, change in the term of deposit
etc. request cannot be taken before the maturity date. Branches should request
customer to visit on the date of F.D. maturity only.
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FD Renewal
Documentation
Duly discharged FDR or MOD/Request Letter in case of FD issued on non secured
stationary.Instructions for Renewal & disposal of proceeds (if any) to be specified
viz.Renewal of Maturity amount or Renewal of Principal only & payment of interest.
Tax Deducted at Source (TDS)

TDS Deducted under Section 194 A of IT act for Resident Indians & Section 195 of IT
act for Deposits held by Non Residents.
Maximum amount of interest payable per financial year for which no TDS is
done:Rs.10000
TDS is applicable on accrual of interest at the end of each Financial Year.
TDS is applicable on all FDs-Cumulative,Traditional,Money Multiplier,Quantum
Optima,RFC etc
No TDS is applicable on interest on SB accounts & RD accounts
TDS provisions are considered only in the hands of first holder of Deposit account
Exemption from TDS: Self Declaration to be submitted in Form 15 G/Form 15 H
Form 15 H/15 G Eligibility: All customers other than Firm , Company, Cooperative
Society & Non Residents
Form 15 H: To be submitted by Senior Citizens (65 Years & above)
Form 15 G:To be submitted by all eligible categories except Senior Citizens
Form 15 G: If interest paid/payable is expected to be more then the minimum amount
chargeable for tax for the relevant finacial year,then can not be submitted
Form 15 H: No limit of interest paid/payable.Can be submitted by all Senior Citizens
irrespective of the amount of Tax payable/paid.
Form 15G/Form 15 H: To be submitted in triplicate at a bank branch.
Value Dating (sub heading)

Value dating of Term Deposits can be done in below mentioned situations
1. Opening of new deposits where the amount has been parked in internal office
account for term deposit.
2. Customer request received for opening new FD / RD during the day but clear funds
received after EOD at branch / RPC i.e. working hours on the same day or T + 1 basis
in case of clearing cheques.
3. Renewal of overdue deposits after 30 days from maturity date
4. Incase of wrong closure of deposits, where in Customers bank account (SA & CA)
can also be debited with a value date to reinstate the Term Deposits.
5. Term deposits have been incorrectly opened due to wrong tenure, wrong scheme
code, incorrect amount etc. in this case also Customers bank account (SA & CA) can
also be debited with a value date.
6. System issue / errors.
7. Error been done by Branch / operations / CSPB.
Note
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All FD / RD requests received through alternate channels such as Internet Banking,

Phone Banking, ATM should be created with the value date on which the Customer has
given the request.
The FD has to be created with the same value date by doing a value dated debit to the
Customers saving account (date on which the request to received by the Bank). Value
dating approval would not be required in such cases.
In Mega Branches, powers of Senior Branch Head will be equivalent to Regional Head,
for Branch Manager Powers, there is Branch Manager Retail in these branches and
Branch Banking Business Head will be equivalent to Cluster Branch Managers.
Respective erring unit would take approval for Value Dating of Deposits.
In case customer has opened a Term Deposit through Infinity / Internet banking
channels and if customer walks - in branch or calls the phone banking team for
rectification of entries then the respective team where the request is placed would
process the request
Loan /OD against Fixed Deposits

The process steps mentioned below are only for Retail, i.e. RLG customers (Individual,
HUF, TASC and RFIG Customers).and not be applicable for a SMEAG customer or IBG
corporate customer, however in case of IBG individual customer, it would be applicable.
Loan can be granted to depositor or third party borrower.
Value of Principal amount of FD. In case of cumulative FD, interest amount

Security accrued till date of sanction based on rate of interest of FD is included in
value of security.
Margin 10% (90% of value of security can be given as loan)
Interest Rate 2% rate above maximum rate of FD(s) given as security
(in case of Sr Citizen: 1%above rate of interest of FD)
(In case of borrower being other than depositor, rate of interest is 2%

over deposit rate or PLR, whichever is higher)
Tenure Not exceeding earliest date of maturity from all Fixed Deposits
Term Deposit (FD & RD) should be always kept in auto closure mode if Overdraft/Demand
Loan is offered against the same
In case, Overdraft(OD) or Demand Loan (Loan) is offered against security of Term
Deposits (Deposits), the deposit should be always kept in auto closure mode i.e. its
auto closure flag should always be kept as "Y".
If the FD is in auto renewal mode, then it should be changed to blank or "N" and the
auto closure flag of FD should be updated as "Y".
If the deposit (FD / RD) is without any maturity instruction i.e. both the auto renewal
and auto closure flags are blank, then the auto closure flag should be updated as "Y".
Also ensure that SRM lien is marked on deposit when OD or Loan is given against the
same.
By keeping the deposit in auto closure mode and marking of SRM lien, the deposit
proceeds will be adjusted automatically against the outstanding OD / Loan amount and
the remaining balance, if any will be credited to customer's operative account.
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If deposit is not kept in auto closure mode, then deposit will either get auto renewed or
become overdue on its maturity. Due to this, there is many risk like charging of penalty
on OD / DL, incorrect rate of interest being charged on OD / DL, deposits getting
closed without recovery outstanding OD/loan amount, etc.
When Demand Loan (DL) is availed against Traditional Fixed Deposits (FD), Branches
must ensure that Interest credit account field of the FD is changed from customer's
operative account to Branch SLDEPOSIT account. This will ensure FD periodic interest is
credited to DL account instead of operative account of the customer.
The User can modify the interest credit account field by using the following function:
ACM- >Function -M (Modify) -FD a/c -->Enter option ( 0-zero) -F4-F6 -> Enter Branch SL
Deposit a/c as Interest credit a/c id -F4-F10
The above modification should be verified by using the following function:

ACM- >Function -V(Verify) -FD a/c -->Enter option ( 0-zero) -F4-F6 -> -F4- F10
After the above modification, the quarterly/monthly interest of FD will be credited in

SLDEPOSIT account of the branch and each branch should manually transfer the interest
amount from SLDEPOSIT account to DL account.
Pricing policy and process for HUF, TASC, RFIG customers and OD/loan against third
party deposits.
The deviation matrix for pricing / margin for loan and overdraft facilities is as below:
Individual Customer -Own Deposit
1. Retail Business Head can approve loans / overdrafts at deposit rate plus 1% and/or at
a security margin upto 5.0% of the original amount
2. Executive Director-RLG can approve loans / overdrafts at deposit rate plus 0.50%
and/or at a security margin upto 5.0% of the original amount.
In case of loans / overdraft facilities taken against third party deposits placed with Bank,
rate of interest is I-Base plus spread, spread being presently at 450 bps subject to
change from time to time with approval from ALCO.
TASC & RFIG Customers

If the lending rate on the overdraft facility is proposed to be charged in a range between
0.50% to less than 2% over FD rate for TASC and 1.75% for RFIG, the same would be
approved jointly by RLG officials in rank of GM & SGM. For all the cases of overdraft with
lending below 1% above FD rate, the maximum utilization will be up to 60 calendar days
during the 12 month period from date of sanction of limit. In case of multiple deposit
receipts offered as security, the highest rate of interest payable on any single deposit
would be taken as the base rate for arriving at lending rate.
Such approval is taken through Integrated Approval system (IAS)/I-Memo /I Process.
Process of FD/OD against minor FD

If Loan/OD is requested by parent/guardian against FD held in name of minor, then below
process should be followed:
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1. As per IBA guideline on Model policy on Banks Deposits, OD/loan can be given
against deposit standing in the name of minor, however, a suitable declaration stating
that loan is for the benefit of the minor, must be furnished by the depositor
applicant. However, the OD/loan should be opened in the parent/guardians Cust ID
and not in minors cust id.
2. Since a minor can only contract through a guardian, upon attaining majority, the
minor has to :
a. Ratify/ accept the acts done by the guardian and the necessary consequences of it
b. Disclaim the acts of the guardian
Hence, while providing this facility it should be ensured that the period for which this
facility is given is during the period when minority still subsists i.e. the loan should be
closed before the minor attains majority. The interest rate applicable for such OD/DL
would be similar to OD taken against Own FD.
Points to remember
The above process should be followed when DL is opened against Traditional Term
Deposit with monthly or quarterly interest payout.
If the interest credit account id is not updated with Branch SLDEPOSIT account, then
DL account may exceed the FD amount after few years because of accumulation of
monthly debit interest on the outstanding amount and non payment of periodic FD
interest in the DL account balance.
In case SOL ID of the DL account is different from that of FD, then interest credit
account id should be updated with Branch SLDEPOSIT account of the SOL ID where
DL is held.
Product related guidelines

Number of Fixed Deposits
In case customer requires loan against multiple Fixed Deposits having different rates of
interest, loan / overdraft will be granted at 2% above the rate of interest of FD with
highest interest rate.
Staff loans
In case a staff requests a loan against FD, the interest rate applicable is equal to rate of
interest payable on deposit by staff. This is applicable only where amount of loan
sanctioned (including enhancement if any) is less than Rs. 3 lakhs. Where loan amount
is more than 3 lakhs, staff should be treated at par with a normal customer. In case the
staff has taken multiple loans under the same cust-id, the customer rate of interest will
be applicable on the aggregate loan amounts, if the total loan exceeds Rs. 3 lakhs.
Also, In case a staff provides security of multiple Fixed Deposits, rate chargeable will
be highest rate payable on any of such Fixed Deposit. Where loan amount exceeds Rs.
3 lakhs due to enhancement, staff should be charged interest as per rate applicable to
normal customer from the date of such enhancement.
The above rate of Interest (for loan amount upto Rs. 3 lakh) will also be granted to the
spouse of deceased /retired staff member.
Special Rates
Branches and sales staff may come across a situation wherein rate of interest on loan is
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negotiated by valuable and important customers for high value amounts. In such situation
Head-RLG is authorized to approve loans at a mark up upto 0.50% above the deposit rate
and/or at a security margin upto 5% of the original amount. HHSuch approval is taken on
Integrated Approval system from Head-RLG by attaching information in format as per
Annexure XV.
Renewal of Loan
Customer may request for renewal of loan and Fixed Deposit Such request must come
to branch before expiry of loan tenure and FD maturity date. In this case branch needs
to obtain fresh documents & sanction as per the applicable process for new loan
account opening and send a request to CPC. CPC will renew the FD and renew limits
and mark lien on new FD.
In case of overdraft accounts, the loan will be renewed every year by taking loan
renewal letter from the customer or fresh documents.
Clarification regarding obtaining signatures on FD Application form, in case of Existing
Joint SB account with operating instruction as Either or Survivor / any one or survivor.
In case of joint savings account, with mode of operation as :
o either or survivor
o any one or survivor
Any of the holders can give the request for opening fixed deposit by debiting the
Savings account
Over the counter Fixed Deposit

Requirement from the customer: Request letter from the customer. Branch can create the
term deposit only for existing customers if:
Funding is through transfer cheque
Funding is through cash deposit
Funding is through debit instructions
KWIKTD is the option used to create over the counter term deposit (I-Core Manual)
GL sub head code for FD account creation

While creating FD/RD (including 80C Tax Saver FD) GL sub head code is manually entered
in the system. Entering correct GL subhead code is very important as mis-classification
has the effect of wrong MIS generation and incorrect depiction of figures under various
heads of accounts. Below table indicates which GL sub head to be used for opening
various types of domestic FDs
FD Type Int. Credit Customer Type Scheme Code GL Sub GL

Frequency Code Description
Regular FD Traditional
Quarterly Normal FDQTR 12050 FD General
Senior Citizen FDQTS 12051 Senior Citizen
Monthly Normal FDISC 12050 FD General
Senior Citizen FDISR 12051 Senior Citizen
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Cumulatvie
More than 6 Normal CFDEP 15050 General
months
More than 6 Senior Citizen CFDSR 15051 Senior Citizen
months
Less than 6 Normal FDRBL 12050 FD General
month
Less than 6 Senior Citizen FDRBS 12051 Senior Citizen
month
80 C FD Cumulative Normal CF80C 15050 General

Senior Citizen CF80S 15051 Senior Citizen
Traditional
Quarterly Normal FDQ80 12050 FD General
Senior Citizen FD801 12051 Senior Citizen
Monthly Normal FD180 12050 FD General
Senior Citizen FD80R 12051 Senior Citizen
RD General Normal RDGEN 18050 General

Senior Citizen Senior Citizen RDDSR 18050 Senior Citizen
In case of FD to be opened under a Banks Name then the below GL subhead code to be
used:
Type of
Type Type Customer Scheme code Gl sub code GL Description
FD Banks Traditional Normal FDBBL 12010 FD General
Cumulative Normal CFBAN 15010 FD General
Opening FD with new cust ID

The KYC Process is addressed broadly in two parts:
A. Customer Identification Process

Mandatory Requirements
1. Latest Photograph/s of applicant/s
2. Identity Proof
3. Proof of communication address
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4. PAN OR Form 60/61

5. Initial Deposit by self-cheque/ cash
B. Customer Verification Process

Mandatory Requirements
1. Photograph: Recent colored Photograph of all applicants should be affixed on AOF.
2. Identity Proof : All Identity Proof document as on the date of submission & should
contain photograph of the applicant. Date of birth in ID proof document should
necessarily match with the AOF.
3. Address Proo : The Communication address provided by the applicant on AOF has to
be supported with a documentary proof, which bears the applicant's name and same
address.
4. PAN Card or Form 60/61 :
a. Only PAN to be mentioned on AOF.
b. Where PAN is not available, form 60/61 is mandatory.
c. Any name variation on website can be accepted with copy of PAN, provided
Branch Manager confirms the same on AOF.
5. Initial Deposit by cheque /cash : Minimum amount of initial funding of operative
account is required by self-cheque or by cash deposit as per product features.
Maximum initial cash deposit limit is Rs. 50,000/- for all products. Third party cheque
is not permitted.
Important Instructions
AOF should be properly filled
Details should be filled in CAPITAL / BLOCK letters, except e-mail id.
Black pen should be used for better clarity & visibility.
All the mandatory fields (fields with asterix mark *) should be filled in.
Applicant/s should be personally met by Bank Official (Sales Team or Branch official).
Place of meeting to be either Applicant/s residence, office or Bank branch, which needs
to be stated in KYC Certification column of AOF.
Bank official should check the original documents and satisfy the same are genuine,
valid as on date and there are no signs of tampering or overwriting.
Photocopies of documents to be attested after verifying with the originals, which will
be submitted with the Account Opening Form (AOF).
Only employees of the Bank should verify/attest documents ( SE or Branch Official).
The applicant must self-attest the photocopies of all documents submitted as
documentary proof.
FAQ on Fixed Deposits

1. What is a Fixed Deposit?
Ans: A Fixed Deposit (FD) is where funds are placed on deposit in the name of the
account holder. These deposits pay a fixed rate of interest until a given maturity
date.
2. Who can open an FD with the Bank?
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Ans: Both customer and non-customer can open an FD.
3. What documents are required for opening an FD by an existing customer?

Ans:
The self-introduction by an existing account holder to open another savings /
fixed deposit account, in the same or other branch of the Bank, is acceptable. For
self-introduction no additional KYC documents are required. However, if there is
change in communication address while opening new account, proof of address
is mandatory.
Accounts with self-introduction should be opened only when the conduct in
existing account is satisfactory. Satisfactory relationship implies:
Account to be a minimum 6 months old.
No levy of non-maintenance of quarterly average balance (OAB) charges in the
account during the last quarter.
Only introduction from customer who has maintained a quarterly average
balance as per product specification in the previous two calendar quarters is
acceptable.
Not more than five cheque return in during the last calendar quarter
Self introduction is not needed in the case of FD. This is to be incorporated here
in the instruction, as even an unsatisfactory relationship in the form of Savings
account can open a FD account with us.
Whenever a customer requests for opening additional accounts in the same
name and style, these accounts are to be opened under existing customer ID by
taking Fixed Deposit Slip for FD. The current FD slip does not contain the
nomination clause. We need to incorporate the nomination clause too, and
provide for a declaration that in the event customer does not specify any
nominee for this deposit, it will be treated as a no nomination case. In case of
new nominee, then Form DA1 needs to be submitted.
The latest circular on KYC needs to be referred for updated guidelines.
4. What documents are required for opening an FD by a new customer?

Ans: The latest circular on KYC needs to be referred for updated guidelines.
5. Can an FD be opened at non-base branch?

Ans: As per PAC dated 27.01.2009, fixed deposit / recurring account opening, the fixed
deposit can be opened in any SOL ID, not necessarily be the SOL ID where the
customer holds the account.
6. What is the process to be followed by standalone branches for opening an FD in the

system?
Ans: As per circular no PTG - GBO-36/Jan 13, 2007/Cir. No.2833 the GBO Staffware
system is used for routing Fixed Deposit (FD) transactions from the Stand Alone
Branches to Central Operations (COPS), TBG GBO. The system is enabled to
process the following transactions:
1. Opening of Fixed Deposit
2. Renewal of Fixed Deposit
3. Closure of Fixed Deposit
4. Extension of Fixed Deposit
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5. Opening of Certificate of Deposit

6. Opening of Recurring Deposit
7. Closure of Recurring Deposit
8. Opening of MIBOR linked deposit
The fixed deposit transactions for the customers (other than R constitution code
except R12 constitution pertaining to co-op banks only) are processed by COPS.
Also current account deposits of Sangli migrated branches are created though
the constitution code is still reflecting as R. All requests for Fixed Deposit
opening, renewal and closure has to be routed by the branches through GBO
Staffware only. No request will be processed by COPS, which are routed outside
GBO Staffware except Fixed Deposits opening through CIB platform.
Process Flow for Fixed Deposits opening in case of Existing and New customer:
For existing customers, branch will send all the documents obtained from the
customer for opening a FD with the Bank along with Checklist through GBO
Staffware to COPs.
For new customers, branch will send the required documents obtained from the
customer as per KYC guidelines.
The Initiation of a new case in GBO FD staffware begins with the Inward stage.
Once the Inward is complete, in Inward stage branches would scan the request to
COPS along with the Checklist in GBO staffware. The detailed procedure of
scanning is provided on http://10.16.1.247/gbo/asp/index.asp, or
http://10.16.1.102/gbo/asp/index.asp on the login page under GBO manual.
7. In which office account should the fund be parked for FD requests sent through
Staffware?
Ans:
Standalone branches are serviced by Central Processing Centre (CPC)
Transactions - Manual, Central Liabilities Operations (CLO) with regard to
opening of Fixed Deposit & Recurring Deposit (FD & RD) accounts under the
existing Customer ID. The request is sent by standalone branches to CPC
Transactions - Manual through STAFFWARE (a URL based workflow software).
RPCs on the other hand, open FD/RD accounts under the existing as well as new
Customer ID for all the local branches.
Funds collected by the branches in respect of the said FD/RDs are parked in a
specific office Account viz., 0103SLNEWAC created in SOL-ID of Regional
Processing Centre (RPC) MUMBAI and the same are reversed by the RPC/CPC
post activation of the account. The said office account is used by all the stand
alone branches also for parking funds for the accounts opened through Staffware
by CPC Transactions - Manual.
In order to assign clear responsibility to operational units to monitor the funds
parked in the office accounts, a separate Office A/C 0103SLSTFWRE is opened
for servicing the FD/RD requests received through STAFFWARE. The account is a
replica of the 0103SLNEWAC and would be utilized to park funds in respect of the
deposit requests placed by existing customers at the Standalone Branches.
A new account 0103SLSTFWRE is opened to park funds in respect of the Fixed /
Recurring Deposit accounts to be processed through Staffware by Standalone
Branches. The same has been approved by the Product and the Process
Approval Committee in the meeting held on 23rd May 2007.
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The key features of the account:

The account shall be exclusively used by Standalone branches handling their
local clearing.
Only funds for FD / RD opening shall be parked in this account.
The requests for FD / RD opening shall be only from customers with existing
cust-id.
Any other funds not in line with the above shall not be parked in this account.
For requests received from new customers in Standalone branches, the funds
shall be deposited by the branches in the respective SLNEWAC account under
the SOL-id mapped to them for account opening.
8. What is the process to be followed for routing FD requests / creation of FD through

Staffware?
Ans:
Funds received for opening of Fixed / Recurring Deposit accounts from
customers with existing cust-id shall be parked by the Standalone branches in
the office account 0103SLSTFWRE Account instead of the 0103SLNEWAC
Account.
In case the account opening request is rejected by CPC Transactions Manual
(henceforth referred to as CPC), Standalone Branches are to ensure that the
funds are reversed from the account within a period of 7 days from the date of
parking of funds.
Funds pending for reversal shall be communicated to the source branch through
FCRM (SR - Pending Entries in SLSTFWRE) for faster creation of deposit/refund to
the customer. The SR shall be raised on the branches for cases pending for
reversal for more than 7 days from the date of parking the funds on a weekly
basis.
Based on the intimation received from CPC for entries pending for reversal,
Standalone Branch should initiate follow-up with the customers for ensuring
deposit creation / refund. Standalone Branches should close the SR with the
details of the reversal.
9. What is KWIKTD?
Ans:
Branches receive requests for opening of Fixed & Recurring deposits. All
branches supported by RPCs locally, send such requests to RPCs for processing,
where the FD/RD account is created in I-Core. In case of FD request, wherever the
print receipt is required, the physical FDR is sent across by RPC to the customer
(or branch in case specified by the branch).
In case of standalone branches, the FD creation request is sent to CPC through
staffware by the branch through a scanner and the FD is created centrally at CPC.
Branches print the FDR / MOD and handover/courier the same to the customer.
The new process called KWIKTD envisages an option of OPENING & PRINTING
of FD/RD to be provided at the branches, for the customers having existing
customer ID in the bank. As a result, wherever customer needs FD immediately,
branches will be able to open the FD/RD and issue the FD/RD receipt or MOD.
The branches can also use the KWIKTD option for booking FD's in some other
SOL ID.
The creation of fixed / recurring deposit has to be essentially done at the branch
by using the KWIKTD option in the following cases.
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1. Existing Customers Funding through Transfer Cheque

2. Existing Customers Funding through Cash Deposit
3. Existing Customers Funding through Debit Instructions
Branches to ensure that KWIKTD option is only used for opening Fixed/ Recurring
deposits for the above mentioned cases.
KWIKTD cannot be used in cases where a new customer (customer not having an
existing customer ID) approaches the branch or a customer requests for opening
an account under new (different) customer ID. In all such cases the existing
process of sending account opening request to RCP/CPC will be followed.
Branches should note that account opening restrictions for FD/RD accounts have
been removed for branch users.
10. What menu option should be used for opening such FDs in I-Core?
Ans: A new menu option KWIKTD has been enabled in I-Core, which will facilitate
opening and verification of Fixed/Recurring Deposit accounts by capturing all the
necessary information in a single screen.
11. How to open an FD through the KWIKTD option in I-Core?

Ans: The guidelines with the relevant screenshots are provided in Master Circular for
Fixed Deposits RCLG-1932/Dec 02, 2009/Cir.No.7409.
12. What is the process to be followed in case customer wants to partly or fully close an
FD?
Ans:
When the customer approaches the branch for partial closure of FD or to close
the FD on maturity, branch should:
Scrutinize the request, check the signature and mode of operation. Where the
mode of operation is ERS/ AOS/Jointly by All, the request need to be signed by
all holders
Verify the request sought for payment of FD proceeds.
Inquire with the customer the reason for partial closure of deposit.
If the customer persists with partial closure of deposit, check for the lien on
deposit, if any, using ALM option in I-core.
Check for debit freeze on the deposit, if any, by using AFSM option in I-core
The CSO should refer the case to BSCM/DBM/BM for further investigation if there
is a lien/freeze.
The CSO then need to run Z option in CAAC.
Enter the operative account number in the field Repayment A/c Id where the
FD/RD closure proceeds need to be credited (Ensure that the proceeds are not
being credited to a third party). If the customer does not have an operative
account, proceeds to be paid by by way of PO/DD. In this scenario, enter FP.01 /
IB.DD, as the case maybe, in the field Repayment A/c Id). (Refer Annexure VI)
Verify (CSM) deposit closure in I-core using CAACAU option after verifying the
customer request.
Only for partial closure,
Enter the amount of partial closure in second screen of CAAC titled Withdrawn
Amt (Principal)(Refer Annexure VII)
Inform the customer of penal deductions, if any
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A new FDR on non-secured stationery for the balance of the deposit is to be

generated and handed over to the customer.
13. What is the process to be followed for premature closure of FD?

Ans:
1. Acceptance of the Request
Branch official to ensure the following before accepting the request:
Inform the customer about the Penal Interest
Check if all the account holders have signed the request.
Verify the signatures on the request with bank records.
2. Processing of the Request
Trial Closure (For both Base & NON Base Branch Requests)
Branch official should follow the below mentioned steps:
For all requests, branches will go through the trial closure option. Steps involved in
the same are detailed in Annexure VIII.
On the FDR / request letter affix the Premature closure Stamp (Annexure IX), filling
in the details of the interest and penalty rates.
Get customer's signature after affixing the stamp on the MOD/ request (all account
holders need not sign this for request processing. It needs to be signed only by the
account holders present in the branch at the time of request submission).
Actual Closure
The following steps need to be followed by the Branch Official:
Initiate an actual closure of the Fixed Deposit in ICORE only after obtaining customer's
signature on the request after affixing premature closure stamp.
Process the FD closure request by accessing the CAAC option in ICORE
Process the closure proceeds as directed by the customer.
14. What is the process to be followed if customer visits the branch for renewal of FD or
for post-dated maturity of FD?
Ans:
A customer may walk in the branch and give a maturity instruction pertaining to
his/her FD (fixed deposit) in advance.
For example: A customer request is received on February 1, 2009 to close his/her
Fixed Deposit on maturity (due date) i.e. April 10, 2009.
In the following 3 scenario the request will be accepted in advance (prior to the
maturity date).
1. Payment of FD (fixed deposit) and Interest on the due date:
The branch needs to accept the request.
In case a FD (fixed deposit) receipt was issued on security paper then branch
needs to insist on surrender of the same.
Branch will change the auto-closure flag to Y and update the payee a/c in I-Core
(under the menu option ACM) or will update disbursal through demand draft/pay
order.
In case the request pertains to NRI (non resident Indian) the physical request
needs to be sent to CPC-NRI for processing. Branches can also scan the same
through FCRM (using SR NRI_LI_Branch Related_Transaction received at
branches/direct).
2. Renewal of Principal and Interest under the same term and applicable rate of interest:
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Branch will change the auto-renewal flag to Y in I-Core (under the S (scheme
detail) option in main menu ACM).
In case the request pertains to NRI (non resident Indian) the physical request
needs to be sent to CPC-NRI for processing. Branches can also scan the same
through FCRM (using SR NRI_LI_Branch Related_Transaction received at
branches/direct).
3. Renewal of Principal for the same term at the applicable rate and payment of Interest to
saving a/c or through demand draft/pay order:
A new SR (service request) namely F.D.Closure/Renewal on Maturity has been
created in FCRM under the path LI F.D. Related. The SR (service request)
would be useful to prevent any erroneous premature closure and provide added
service and tracking mechanism for the branch staff. The same will be especially
helpful for NRI and HNI and customers who frequently travel. Request can be
taken up to 90 calendar days prior to the maturity date.
In all other cases, such as, part renewal on maturity, change in the term of
deposit etc. request cannot be taken before the maturity date. Branches should
request customer to visit on the date of F.D. maturity only.
15. What is the process to be followed in case FD maturity instruction given by customer
gets erroneously processed prior to the due date?
Ans: To reinstate the original instruction, branch needs to open a value-dated FD. The
process to be followed for such instances is documented in circular RCLG-2256/Jan
10, 2012/Cir.No.9392 on Value dating of Term Deposits and Manual Payment of
Interest
16. What is the process to be followed for closure of FDs above Rs. 1 Crore?
Ans:
Deposits above Rs. 1 crore are opened in finacle either with card rate or special
rate. Special rate is different from the card rate. These FDs would be with interest
rate code prefixed with C prior to January 17, 2005. Post this date the FDs with
card rate are opened with interest rate code as TYGEN and special rate FDs
continue with prefix as C.
As communicated vide circular RCLG-383/Jan 12, 2005/Cir.No.1299, changes
have been made in Finacle to provide system support for interest calculation in
cases of part/premature closure for deposits above Rs. 1 crore where interest
rate code is TYGEN.
With the above change, the system would automatically calculate the interest
payable to the customer and accordingly credit both the principal and the interest
component to the customers account (similar to the process currently followed
for deposit of value less than 1 crore).
However, these changes are applicable for deposits opened/renewed on or after
January 17, 2005 having interest rate code TYGEN. In case of deposits opened
prior to mentioned date, calculation & payment of interest will have to be manual.
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In order to streamline the process of premature closure of FD where interest

application is manual, it is proposed that COPS would be computing the interest
and TDS amounts in cases where the deposit is under interest rate code with
prefix C.
Base Branch receives the request, scrutinizes the same including verification of
signatures and appropriate TDS code.
Branch will check the interest rate code, and value date of FD opening. If the
value date is on or after January 17, 2005 and interest rate code is prefixed with
C, the branch will effect the foreclosure or part withdrawal after changing the
interest rate code to TYGEN.
If the value date of the FD is prior to January 17, 2005, and the interest rate code
is prefixed with C, the request will be created in FCRM for the foreclosure/part
withdrawal of the FD.
A new request typePre Closure of FD more than 1 crore has been created
under LI product line which is automatically assigned to COPS.
COPS will determine the rate of interest applicable for the foreclosure/part
withdrawal; do the necessary calculation and intimate the same to branches. All
requests received till 4:00 p.m. by COPS would be processed the same day.
The deposit amount may be closed (part/full) as per request of the customer by
the branch.
The branch can then pass the entry in finacle by debit to appropriate interest
head (IP/FDGEN) in case of traditional deposits and (IP/CFDGEN) in case of
cumulative deposits.
COPS will also inform the TDS amount based on the TDS code available in the
respective Cust. Id. at the time of the pre-closure. In case of discrepancies, TDS
matters will have to be sorted out in consultation with the local TDS teams. TDS
will be manually recovered from the interest component and parked in
SL/TDSDEP for remittance by the branch.
In case the deposit is only partly closed, COPS will inform the interest rate to be
set in the FD for the balance amount Branch will do the INTTM and modify to this
rate of interest.
In case the customer is not willing to wait till revert is received from COPS and
insists on immediate funds, Bankers Cheque/credit to operative account may be
passed for the principal value of the deposit. The customer may be requested to
wait for some time for the interest payment, which can be paid on receiving
confirmation from COPS.
The responsibility to ensure that the deposit is free from lien/freeze of any kind
will rest with the respective branch.
Any deposits opened before January 17, 2005 and closed on or after September
05, 2005 will necessarily need to carry supporting interest calculations from
COPS before interest is paid to the customer. Branch needs to attach print out of
SR with reply from COPS with the debit voucher for interest payment.
The responsibility for incorrect calculation in interest or TDS, if COPS had done
the calculations, will then be with COPS as the erring unit.
17. What is the process of handling FD requests that are not scanned in I-Core?
Ans: There are circumstances when a customer approaches the branch for renewal /
closure of his FD / RD (term deposit) and the signature is not scanned in I-Core to
carry out the transaction. The request could be by way of a request letter (for FD/RD
kept under auto renewal mode) or FD Receipt / MOD duly discharged by customer.
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Branch Role
Check whether the customer has a SB account under the same Cust ID. Through the
account opening date, initial transaction of the term deposit, and Status field in CUMM
option in I-Core, branch can check whether the funds were transferred from the
existing SB account or whether the term deposit was opened directly.
Check whether the account was opened by RPC or Branch through ICIRSQLS General
AFI report in I-Core.
Check where the AOF of term deposit / SB account is available i.e. with branch / RPC /
storing agency / offsite storage.
Where RPC has opened the accounts, SR Signature not scanned will be raised by
branch to get the signature scanned on I-Core. The TAT for this SR is 48 hours.
If the account was opened by branch, retrieve a copy of the complete AOF with
supporting documents. Cross verify signature on FD with the AOF and pass the
transaction. Attach the AOF copy retrieved along with the FD as a single voucher for
records.
Send a copy of the complete AOF to RPC for scanning the signature under the
Customer ID with necessary remarks Signature not scanned Original AOF with
branch. Please scan the signature. The copy of the AOF should be signed by
BM/BSCM with their Signature No. / Employee No.
Note
Some of the erstwhile Bank of Madura FDs, it has been observed that each FD account of
the same combination has been opened under separate Customer IDs. In such cases:
a. If the customer is already having an operative SB account with us and all the account
details of the accounts are matching (either under the same Customer ID, or the
Combination AND Order of names are same under different Customer IDs), then
transfer the funds to the operative account. Such transfer would be done after
complete scrutiny by the branch staff, with the customers consent on the letter /
deposit receipt.
b. Issue DD / PO with A/c Payee crossing in the name of the Term Deposit holder in
case the customer is not holding account with us. While issuing the DD/PO, identity
of customer need to be checked and a copy of the ID Proof need to be kept along
with the document.
No cash payment of term deposits should happen where signature is not scanned.
Exceptions
1. Signature on FD is different from the signature available on AOF
Without giving any hint to the customer, check if the customer had changed signature
anytime after opening the account, the approximate period and the branch where he
had submitted the request.
Where request had been forwarded to RPC, raise SR Signature not scanned on the
respective RPC, to get the signature scanned on I-Core. The complete details of the
signature request (Date and Branch where Change of Signature instruction was given if
any) should be mentioned in the Notes column of SR.
If it is a stand alone branch, retrieve copy of the Request letter for Change of
Signature given by the customer, tally signature and process transaction. Attach the
copy of Change of Signature request retrieved along with the FD, as a single voucher.
Send a copy of the AOF / Change of Signature request to RPC for signature scanning
with necessary remarks Signature not scanned Original AOF with branch.
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Please scan the signature, signed by BM/BSCM with their Signature No. / Employee
No.
2. Name on FD is different from the name available on records

Check if there was a change in name / surname / number of account holders after the
account was opened i.e. addition / deletion / change of name in the term deposit.
Check ICIRSQLS for the modification done in the account / customer ID, and the date
of modification. From the User ID, details of whether the account modification was
carried out by branch / RPC can be traced.
Where request was processed by RPC, Branch can cross check with the respective
RPC before passing the transaction. The necessary remarks should be marked in the
voucher for records.
If it is a stand alone branch or the Change of Name request was processed at the
branch itself, then retrieve a copy of the document given by the customer, tally
signature and process transaction. Attach the copy of Change of Name or Surname
request retrieved along with the FD as a single voucher.
Send a copy of the complete document (Addition / Deletion / Change of Name) for
signature scanning to RPC, with necessary remarks Signature not scanned Original
AOF with branch. Please scan the signature, signed by BM/BSCM with their
Signature No. / Employee No.
3. Source of Funds of Purged data

If the statement of transactions is purged in the account, branch can get the data by
raising an SR.
Purged data of an account would give the statement of transactions pertaining to that
account only.
To identify the source of funds of the term deposit, branch has to seek transactions of
SL.NEWAC of the linked RPC, Office accounts (like SL.OTHERS, SL.DEPOSITS and
SL.COLLN) of the branch, SB account under the same Cust ID etc. of that period.
4. Old term deposit numbers of erstwhile Bank of Madura not traceable

Branches come across situations where FDR of eBOM FDs are presented by customers
for further instructions. The corresponding I-Core deposit number of the old deposits
of eBOM was circulated as Migration CD during 2002-2003 to the then existing
branches of ICICI Bank. An example of the eBOM account numbers viz a viz ICICI Bank
account number is given here below for users ready reference:
E.g. Bank of Madura Cumulative FD has no. as CD 1234. The corresponding ICICI
Bank Cumulative FD No. will be XXXX15000123, where XXXX is the Sol ID of the
branch.
E.g. Bank of Madura Traditional FD has no. as TD 1234. The corresponding ICICI Bank
Cumulative FD No. will be XXXX10000123.
5. Account has been lien marked / freeze marked

Check the reason for lien / freeze on the deposit account from the person / group who has
marked the lien e.g. Loan against FD, Rent overdue for lockers, IT Attachment Order,
Sales Tax recovery etc. and answer the customer tactfully.
AOF not retrievable since destroyed due to natural calamity:

There could be circumstances where the AOF cannot be retrieved; the AOF could have
been destroyed due to natural calamity such as Fire, Floods etc.
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The customers would be identified on the basis of any photo identity card carrying the
signatures, issued by any Government agency, e.g., PAN card, passport, driving
license etc. Photocopy of the document used for verifying credentials of the customer,
should be attached to the voucher.
The customer has to come personally to carry out the transaction; bearer transactions
would not be permissible.
BM / BSCM would personally authorize the transaction and documents by signing in
full with signature number or employee number. Remarks should be clearly written on
voucher and the transaction in I-Core in such cases.
Branch to get a new AOF and documents as per extant KYC guidelines in this regard,
write remarks signed by BM/BSCM with signature no. / Employee no.
Other documents where customer signature can be cross verified

Identifying signature of a customer in the absence of the AOF (which cannot be retrieved
since destroyed) for carrying out financial transactions is a difficult task. But it can be
done by checking the other documents signed by the customer earlier. A copy of the
document cross checked, along with necessary remarks by BM / BSCM, should be kept
along with the voucher for records. Some examples are:
No. Check If present,

1. If customer had submitted Nomination for this term deposit: Retrieve the
Nomination Form and cross verify the signature
2. If the current (existing) FD was a renewed FD: Retrieve the previous FDR voucher
and cross check the signature
3. If customer has mentioned the SB account for funding the account closure proceeds
and Combination, Order of names, other details are same: Signature of account
holder from that SB account
4. If loan has been granted against the deposit: Signatures on the loan documents
5. If customer had submitted Form 15 for this term deposit: Retrieve the Form 15 and
cross verify the signature of first account holder
6. If customer has a locker in the branch: Retrieve the locker documents and verify
signature
7. If previous transactions are there in the same SB account under the same Customer
ID: Retrieve the voucher and cross check the signature
8. If any account modification made by customer earlier i.e. account activation, stop
payment, change of address etc.: Retrieve the Customer Request Form and cross
verify the signature
9. If any of the previous deposits under the customer ID had been closed and
proceeds were transmitted to another account of the same account holder: Cross
verify all the details of the other account and check signature
10. If customer had taken any type of deliverable (cheq book / debit card / retained card)
etc from the branch anytime in the immediate past Check the date of updation in E-
search: retrieve the register and cross verify the signature
11. If customer has other accounts with the Bank e.g. Minor account where customer
is a guardian / Joint account of customer with another individual: Retrieve the AOF
and cross verify whether signature and other details of the customer tally
83
12. If customer had anytime withdrawn cash using loose cheque: Retrieve the loose
cheque voucher and verify signature
13. If customer had purchased a gold coin from the branch: Retrieve the gold coin
voucher and verify signature
14. If customer had introduced another customer: Retrieve the AOF of the other
customer and verify the Introducer Signature
18. What is 80C FD?
Ans: This will be a standard bank FD offered to the customers with a few variants, which
will make it eligible for the investors to get the benefits of up to Rs. 1, 00,000 from
taxable income under Sec 80 C of the Income Tax Act
19. Is the process for opening an 80C FD different from a normal FD? If yes, how is the
process different?
Ans:
The process to be followed for opening an 80C FD is as follows:
Branch to fill up the standard Account Opening (Blue) Form for new Customers
on completion of complete KYC as per prevailing Guidelines along with the FD
Slip. Ensure that the options selected on the slip are as per the permitted features
of the product.
In case of customers choosing to open the Blue Privilege Account (FD + savings
account), use the IKIT orange account opening form.
For existing customers, only fill up the FD slip. However, a PAN Card copy must
be collected for each customer. Form 60/ 61 is not acceptable.
Copy of the PAN card copy should also be sent along with rest of the documents.
The user needs to verify the copy with original.
For any special rates to be given to staff, the staff declaration to be taken with the
documentation.
To mention the words 80C FD clearly on the face of the FD slip and form,
without which the FD would not be opened under the correct scheme code. This
needs to be done by the channel sourcing the form.
Customer to be informed about the salient features of the product and the terms
and conditions which will be available on our website www.icicibank.com.
Customer to also be informed about the FDR / MOD, which will be dispatched to
him and which he would need to save as documentation for claiming the tax
deduction.
Forward the application forms and FD slips to the respective RPCs only for
account opening. The applications should not be scanned through staffware.
20. Will the scheme codes differ for 80C FD?

Ans: The following Scheme Codes to be used for all accounts opened for this product.
Ordinary Senior Citizen
CF80C Cumulative CF80S Cumulative Senior Citizen
FDQ80 Quarterly FD80R Monthly Senior Citizens
FDM80 Monthly FD80S Quarterly Senior Citizens
21. What is the process to be followed for opening 80C NRO FD?
Ans:
84
For new customers, fill up the standard Account Opening Form for new
customers on completion of complete KYC as per prevailing Guidelines (e-
circular 5304) along with the FD Slip. Ensure that the options selected on the slip
are as per the permitted features of the product.
For existing customers, only fill up the FD slip.
Selling Restriction guidelines to be adhered to (e-circular 2877) and all necessary
declarations pertaining to Selling Restrictions to be obtained from the customer.
Mention the words 80C FD clearly on the face of the FD slip and form, without
which the FD would not be opened under the correct scheme code. This needs
to be done by the channel sourcing the form.
Customer to be informed about the salient features of the product and the terms
and conditions which will be available on our website www.icicibank.com.
Customer to also be informed about the FD receipt which he has to collect from
the branch (for India channel) or the DCA which will be dispatched to him at his
communication address (for overseas channels). The customer will use this for
claiming the tax deduction.
Branches to scan the FD slip as per existing FD process. If PAN number is not
uploaded in the system, a copy of the PAN card (verified with original) should
also be scanned along with the FD slip.
After opening the fixed deposit, CPCNRI to forward FD Number through BRPS to
branch and instruct branch to print FD receipt as per existing process (for all
deals sourced through India channel).
22. Are you aware that inscription will be required to be stamped/inserted on Fixed
Deposit Receipt while raising request for Renewal of OD & Fixed Deposit and also at the
time of opening loan along with renewal?
Ans: Below inscription should be mark in below two cases:
In case of request received for renewal of OD & the lien is getting marked against
the new FDR, following Inscription should be made on FDRs again
Also below inscription required at the time of opening loan along with renewal :
"The FD holder shall not transfer, assign, pledge or create a charge on the FD &
proceeds there under without the prior written consent of ICICI Bank. So long as any
facility are not availed and/or any amounts are not outstanding to ICICI Bank, the FD
holder may withdraw the FD."
The same is essential & branch have to put a stamp pertaining to paramount lien and if
the stamp is not available, then to be handwritten.
23. What is the process to be followed for settlement of claims for deceased depositors?
Ans: Branches receive requests for settlement of claims with respect to deceased
customers as well as persons reported missing from their nominees or legal heirs.
For such cases, refer master circular No.9577, which has laid down clear guidelines
with respect to settlement of claims of deceased depositors and missing persons for
deposits.
24. Are you aware that interest needs to be paid on the amount lying in current account
deceased claim settlements at SB account interest rate?
Ans:
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RBI permits banks to pay interest on balances in deceased depositors accounts

even where the balances are held in current account or term deposits have
matured at the time of settlement. Branches may pay interest on such accounts
as per the instructions given below, which are applicable to both resident and
non-resident deposits.
Branches to note that in case of current accounts, in the case of balances lying in
current account standing in the name of a deceased depositor, simple interest
shall be paid from the date of death of the depositor, till the date of repayment to
the claimant/s at the rate of interest applicable to savings deposits as on the date
of payment. The interest amount should be debited to IP. SBGEN account.
25. What is the process to be followed if a customer wants to avail overdraft facility
against FD?
Ans: The guidelines for process of Overdraft against Fixed Deposit is laid down in circular
RCLG-2087/Dec 11, 2010/Cir.No.8385.
26. What is the path for raising a request for issuing a new instant credit card against joint
FD?
Ans: New IR Path: IR_CREDIT CARD_INSTA CARD-Name chnge-People level
FAQ on Value dating of Term Deposits and Manual Payment of Interest

1. What is the background of the circular on Value dating of Term Deposits and Manual
Payment of Interest?
Ans:
Background:
Delegation of powers to Branch Banking, CSPB, RPC, COPS, CPC and Other
Business group for value dating of term deposits for all customer segments has
been approved in ALCO meeting held on December 30, 2011. The delegation of
powers are been given to empower Staff for faster decision-making and better
customer service at the point of origination.
Also the process note covers approval for manual interest payment on term
deposits / saving account.
2. Under which situations can the Value dating of Term Deposits be done?
Ans: Value dating of Term Deposits can be done in below mentioned situations
Opening of new deposits where the amount has been parked in internal office
account for term deposit.
Customer request received for opening new FD / RD during the day but clear
funds received after EOD at branch / RPC i.e. working hours on the same day or T
+ 1 basis in case of clearing cheques.
Renewal of overdue deposits after 30 days from maturity date
Incase of wrong closure of deposits, where in Customers bank account (SA &
CA) can also be debited with a value date to reinstate the Term Deposits.
Term deposits have been incorrectly opened due to wrong tenure, wrong
scheme code, incorrect amount etc. in this case also Customers bank account
(SA & CA) can also be debited with a value date.
System issue / errors.
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Error been done by Branch / operations / CSPB.
3. What are the Important Do's and Dont's for Value dating of Term Deposits?
Ans: Important Do's and Dont's for Value dating of Term Deposits
Value dating of fresh deposits should be done when customer's funds are lying
with the bank in office account.
FD value date will not be the FD application date in case of cheque clearing, but
will be the value date on which bank has received clear credit in its internal office
account.
In case of delay in completion of documentation for opening FD due to rejections
/ incorrect documents, approval for value dating opening of FD is not required if
the delay is not more than 10 working days. In case delay is more than 10
working days, for opening of FD from value date, approval for value dating
should be taken as per the deviation matrix.
There are cases when customers apply for opening of Savings and Term
Deposits accounts and provide a cheque for combined amount of KYC/AOC
amount and TD amount. First the savings account is opened by depositing the
entire cheque amount and then the FD is opened by debiting the savings account
from value date as date of realization of cheque. In such cases, it is not required
to take approval for value dating opening of FD.
Do not debit customers operating account with backdate for creation of Term
Deposit based on this approval matrix, except for point no 4 & 5 mentioned
under Value dating situations.
For creation of fresh deposits, operative account needs to be debited on the
same day of accepting the FD/RD and funds should be credited to office account
(Since April 01, 2010 interest on savings account is calculated monthly). However
if the funds are cleared by EOD or as per clearing cycle, then Branch / RPC / COP
/ CPC / CSPB to debit the customers account on the day when clear funds are
available in customers account and credit the funds to office account. For this
scenario, value dating approval is not required.
Approvals provided shall be routed through IAS (Integrated Approval System) / I
Memo only.
For all errors done, cases need to be reported in the ROR link available on
Universe REPORTING TOOLS Report Operational Risk Incident.
For renewal cases value dating can also be done for term deposits kept under
safe custody, lien, Loan against Term Deposits, locker, co-laterals.
In case of overdue deposits, no approval for value dating renewal is required
provided such renewal request is received within 30 days from the date of
maturity. In case of deposits overdue for more than 30 days, approval as per
value dating matrix should be taken.
Customer's Bank account can be debited with a value date in case of wrong
closure or wrong opening of Term Deposits mentioned above.
Note
All FD / RD requests received through alternate channels such as Internet Banking,
Phone Banking, ATM should be created with the value date on which the Customer has
given the request. The Customer should not be penalized, if there is any delay from
Bank side or if there is some system error. The FD has to be created with the same
value date by doing a value dated debit to the Customers saving account (date on
which the request to received by the Bank). Value dating approval would not be
required in such cases.
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In Mega Branches, powers of Senior Branch Head will be equivalent to Regional Head,
for Branch Manager Powers, there is Branch Manager Retail in these branches and
Branch Banking Business Head will be equivalent to Cluster Branch Managers.
Respective erring unit would take approval for Value Dating of Deposits.
In case customer has opened a Term Deposit through Infinity / Internet banking
channels and if customer walks - in branch or calls the phone banking team for
rectification of entries then the respective team where the request is placed would
4. From whom the approval for manual debit of interest for Term Deposits / Saving
Account needs to be taken and what is/are the Scenarios?
Ans: Approval matrix for manual debit of interest for Term Deposits / Saving Account
Scenarios where manual debit of interest needs to be done for term deposits /
saving accounts
Payment of interest for error incurred by ICICI Bank either by Branches,
Operations team, Phone Banking team or System errors
Payment of overdue interest where overdue interest flag was not selected as Y
(paid at saving bank rate of interest).
Payment of overdue interest where overdue interest has to be paid for period
prior to August 22, 2008 as an exception (Paid at saving bank rate of interest).
Closure of tax saver FD on death of Customer
eBoR migration related issues / errors
Interest payment on FCNR deposits as a result of change in guidelines.
5. Are there any Control Factors for Value dating of Term Deposits?
Ans: Control Factors for Branches:
Monthly SQL/ Exception report of any value dated (back-dated) debit to
customers operative account for more than 1 day shall be checked by Regional
Risk Manager.
Quarterly, CSBB-Compliance Central Team will evaluate this report.
For CSPB: For value dated requests captured by CSPB, audit will be done on
50% of the cases captured in a month subject to a cap limit of 25 cases per
month.
For RPC / COPS / CPC / Other group: Value dating SQL shall be checked
internally by the concurrent auditor as per their monthly checklist.
Deliverables, Inventory, Branch Control and House Keeping
Branch control and housekeeping processes at branches

Introduction
These controls are in the form of certain activities & guidelines that the
BM/BSCM/branch staff are assigned to carry out at branches.
This part of the note covers the various critical branch control and housekeeping
aspects. It provides a consolidation of the guidelines issued from time to time, by way
of e-circular and aims at being an easy reference to the various important aspects. The
specific areas covered are:
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o Garnishee/ attachment order

o Fraud reporting
Garnishee/ attachment order
What is Garnishee/attachment order?
A judgment creditor can obtain an attachment order from a court under the Civil
Procedure Code. This order has legal sanction to attach monies lying to the credit of a
debtor in a bank account. When such an order `prohibits payment of sums (without
mentioning exact amounts) owed by a debtor, the order is called a prohibitory order
freezing operations in the account (order Nisi by Garnishee Order).
Income Tax and Sales Tax authorities under specific provisions of law also issue
orders of attachment.
It is important that these orders are dealt with properly as any violation could invite
contempt proceedings and other consequences.
Process is observed on receipt of such orders

Any letter from court/ consumer forum / Income tax / regulatory authority will be
received by the BM. Only in case of the BMs absence, the BSCMcan receive the same.
The moment the order is received the receiver will mention the date, time immediately
along with full signature. The same will be put on the duplicate/ receipt copy as well.
When an order Nisi is received, BM/BSCM ensures that the authenticity of the order
is verified like
o Court official seal
o The signatory to the order should be a competent authority
o Name of the depositor (customer) or account particulars to ensure that they are as
per the Banks records
o Authority of the law (section of the Civil Procedure Code) under which the order is
issued
o Whether the order is properly addressed to the branch
General guidelines for handling such notices / orders

i. Such communication on receipt shall be duly acknowledged after recording the
time of receipt on order and making entry in inward mail register. It should be
immediately marked to the Branch Manager/ Manager, for attention after verifying
the details as above in case received by CSO/CSM in case of absence of BM/BSCM.
ii. When order is prohibitory order freezing operation in account, account should be
immediately frozen by branch. The same should be ensured by BSCMor BM.
iii. When order is for specific amount, lien should be marked in customers account for
amount mentioned immediately. In case balance in account is less than order
amount, debit freeze will be marked in account to restrict outflow of any funds from
the account.
iv. The customer shall be advised of the court order. Branch also needs to find if there
is a stay already obtained in the particular case.
v. When the court issues an order converting the order nisi into absolute, the
balance in the account will be paid by a bankers cheque marked Account Payee
favouring the competent authority of the court. Acknowledgement for receipt shall
be obtained and recorded in branch document register.
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vi. When order is for specific amount and does not freeze the account, amount will be
paid to court through account payee Pay order favouring the competent authority
of the court. In such situation freeze / lien will be removed after payment to court.
vii. In case the name of the account holder is different from the one on record with the
branch, a letter signed by the Branch Manager/Manager, shall be addressed to the
court authority stating that no such account is being maintained in the branch
books.
viii. However, in all cases, keeping in view of the legal complexities, advice from
CLG/FGARG should be sought before sending such letter.
Comparative position of the courts order

A comparative position of the courts order from revenue authority is given in the
following Table:
Court Attachment Order /Garnishee order Revenue Attachment Order
The judgement-creditor obtains the order Attaches the credit balances of the
attaching the funds in the hands of the assesses in the hands of the banker
garnishee (i.e. creditor of the debtor e.g. Bank).
Issued under S 60 of the Civil Procedure Code Income Tax, Sales Tax, Wealth Tax
authorities issue the order under
provisions of the respective Act.
Amount may be specifically mentioned. Specific amount will be mentioned
Attaches credit balances in accounts Same as for Garnishee order
Attaches Fixed Deposits payable at a future A recent Court decision states that a
date. The deposit amount will be paid on the fixed deposit should be liquidated on
due date only. receipt of revenue attachment order
and paid irrespective of whether it is
due for payment or not.
Future credits not attached Attaches future credits also.
Collection items/clearing credits realised later These are attached.
are not attached.
Order in single name: Order in single name:
Joint account not attached Attaches deposit in joint names
Partnership deposit not attached Partnership deposit attached

proportionately
Order in joint names/name of partnership: Same as for Garnishee order
Deposit in single name attached

Does not attach balances in the accounts of These are attached under Section 159
deceased/insolvent of I.T. Act.
Does not attach unutilised drawing power in a Same as for Garnishee order
borrowing account
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Salary is attached subject to some restrictions Attached

It is subject to the Banks right of set-off against Same as for Garnishee order
any debts owed by the debtor (Contingent debt
cannot be set off).
Does not attach Trustee/fiduciary accounts. Same as for Garnishee order
Circular Reference
i. Circular no.6590 - Process for handling Legal Correspondence/ Notices in FCRM.
ii. Circular no. 5453 - Compliance of tax recovery or attachment notices from income-
tax, sales tax or other tax authorities.
iii. In case of income tax notices, tax guidelines as per circular no.5453 & 5477 required
to be followed
iv. Circular No.6388 - Process for Taxation Group - Advisory Team (The Advisory Team
provides various tax advisory services including replies to notices from tax
authorities).
v. Circular no.2523 - Process for response to legal notices (from advocates) as also
notices / summons from courts in respect of suits filed against ICICI Bank (including
those issued / filed against the directors / senior management / officials of ICICI Bank)
or any letters / correspondences / notices (including those issued/filed against the
directors/senior management / officials of ICICI Bank) or notices from any regulatory
agency.
Fraud Reporting Mechanism

One of the critical aspects of fraud management is timely reporting of frauds. This is
essential to:
Initiate immediate damage control for a fraud that has already happened.
Ensure clear communication with the media to ensure wrong information does not
impact the image of the bank.
Communicate information regarding the fraud or an attempted fraud to the susceptible
areas in the bank to avoid repetition.
Following 2 steps ensure timely reporting of all attempted and actual frauds:
6-hour report
FMR I
Link: Universe>>Report a Fraud>> Report 6-Hour
Process
Once the user clicks on the above link Report a Fraud on the ICICI Universe page the
system will take the user to the main page of FCRM and will prompt the user to enter
his/her NT login Id and password. Here the user will choose whether the case has to
be reported as an actual fraud, attempted fraud, prevented fraud or a suspected fraud
from the drop down menu available in the please choose from sub-area .
After detection of fraud, the detecting unit will ensure the 6-Hour reporting in FCRM
within the first 6 hours of detection of the fraud. 6-hour reporting is made to the
respective FC identified in each Business Group (BG) and FCPRMG. Other details
pertaining to the case would be entered into an excel sheet which will be sent along
with the 6-Hour report. Excel attachment is mandatory (only for actual and attempted
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fraud cases) and can be downloaded by clicking the link available on the main page of
6-Hour report.
Once the 6-Hour report is reported by the reporting unit, a system generated mail
mentioning the SR number will be received by the FC, once the system generated mail
is received by the FC then he/she would decide whether the reported incident should
be classified as a fraud or not by analysing the reported case in FCRM.
Once the user is logged in the main 6-Hour reporting page he/she has to fill the
necessary details as appearing on the screen. On submitting the case, an SR number
will be generated and an auto generated mail would be sent to the concerned FCs
(Fraud Controllers) and FCPRMG (Financial Crime Prevention and Reputation
Management Group).or their information by the system. At this stage the FC will have
to conduct the preliminary investigation of the reported incident. Based on the various
scenarios, as detailed in circular 5867, FMR-1 report needs to be submitted by the
branch.
FCs would instruct the branch to file FIR if required. In such cases, branch should file
an FIR with the local police station and file the copy of the FIR in their records.
FAQs-Branch control & Housekeeping

1. What do we mean by Branch control & housekeeping?
Ans: It is very important to have control over all the processes to ensure compliance, risk
free delivery, customer service & smooth operations. These controls are in the form
of certain activities & guidelines that the BM/BSCM/branch staff are assigned to
carry out at branches. Even though all users should conduct transactions and
deliver services as per the processes, BM/BSCM are the people responsible in the
branch to ensure that all such processes are complied with on timely basis.All such
ativitied comes under Branch control & housekeeping.
2. What is Branch Document Register?

Ans: Safe keeping of sensitive and important documents is critical activity for every
branch. Every branch should maintain such documents in separate file under
custody of BM / BSCM and each item should be recorded in Branch Document
Register under signature of the custodian. The register to be maintained should be
in a pre printed prescribed format for all branches. The same can be indented from
FMG. Any change of custody of documents due to change in officiating BM/BSCM
should also be recorded in this register. In case of large number of documents more
than one file can be created. Old indemnities and papers relating to finalized law
suits cases should be filed in a separate file after two successive inspections of the
Branch by the IAD. In any case all documents should be recorded in Branch
document Register under signature of BM/BSCM.
3. Who are the custodians of Branch Document Register?

Ans: The Branch Service and Compliance Manager(BSCM)/ DBM should keep the register
and the documents in their custody. In absence of the Branch Service and
Compliance Manager, these need to be in the custody of the Branch Manager/ CBM
. All the necessary updation should be authenticated by the BM/BSCM.
4. What is Handing over & Taking over Certificate?

Ans: Whenever any official is transferred or resign from the services of the Bank, the job
responsibilities and other details related job profile has to be explained to the
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incoming official and the handover has to be proper. This is primarily to ensure that
there are no pending or unresolved issues, because of which the incoming official
may find it difficult to operate the day to day functions smoothly. Presently the Bank
has a process for handing over and taking over by BSCM / BMs / CBMs on account
of transfer or resignation by way of Handing & Taking over certificate also called
Charge Taking Certificate (CTC) in place, which ensures that all the necessary,
updated and relevant details are present to the incoming official.
5. Apart from BSCM / BMs / CBMs who all have to sign Charge Taking Certificate (CTC) at
the time of change in profile?
Ans: The process is now extended to the following positions as the responsibilities are
more and the job profile is critical for the functioning of the bank and also to ensure
that the handover of job responsibilities are proper and in a structured way.
Zonal Head (ZH) Retail
Regional Head (RH) Retail
Cluster Branch Manager (CBM)
Zonal Risk Manager (ZRM)
Regional Risk Manager (RRM)
Zonal Service Manager (ZSM)
Regional Service Manager (RSM)
Privilege Banker (PB)
6. Where will this document be stored?

Ans:
a. Hard copy of the CTC to be filed in BDR for CBM and PB. This will form part of
IAD and RRM checklist.
b. For roles like ZH, RH, ZRM, ZSM Hard copy / Certificate for having approved the
hand over by their reporting/approving authority to be retained by the incoming
official (ZH/RH/ZRM/ZSM) in a separate Audit file.
c. For roles like RRM,RSM- Hard copy / Certificate for having approved the hand
over to be retained by the immediate reporting/approving authority in a separate
Audit file.
d. A soft copy of the signed certificates should be e-mailed to:
ctcrbg@icicibank.com.
7. What is Garnishee /Attachment Order?

Ans: A judgment creditor can obtain an attachment order from a court under the Civil
Procedure Code. This order has legal sanction to attach monies lying to the credit of
a debtor in a bank account. When such an order `prohibits payment of sums
(without mentioning exact amounts) owed by a debtor, the order is called a
prohibitory order freezing operations in the account (order Nisi by Garnishee
Order).
Income Tax and Sales Tax authorities under specific provisions of law also issue
orders of attachment.It is important that these orders are dealt with properly as any
violation could invite contempt proceedings and other consequences.
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8. What process has to be followed on receipt of such orders?

Ans: The following process is observed on receipt of such orders:
Any letter from court/ consumer forum / Income tax / regulatory authority will be
received by the BM. Only in case of the BMs absence, the BSCM can receive the
same.
The moment the order is received the receiver will mention the date, time
immediately along with full signature. The same will be put on the duplicate/ receipt
copy as well.
When an order Nisi is received, BM/BSCM ensures that the authenticity of the
order is verified like
Court official seal
The signatory to the order should be a competent authority
Name of the depositor (customer) or account particulars to ensure that they are
as per the Banks records
Authority of the law (section of the Civil Procedure Code) under which the order
is issued
Whether the order is properly addressed to the branch
The following circulars should be referred to:

Circular no. 8150 - Process for handling Legal Correspondence/ Notices in FCRM.
Circular no.-9152-Accounting And Taxation Group-117/Oct 12, 2011/Cir.No.9125 -
Compliance of tax recovery or attachment notices from income-tax, sales tax or other
tax authorities.
In case of income tax notices, tax guidelines as per circular no.9125 & 8360 required to
be followed
Circular No.6388 - Process for Taxation Group - Advisory Team (The Advisory Team
provides various tax advisory services including replies to notices from tax authorities).
Circular no.2523 - Process for response to legal notices (from advocates) as also
notices / summons from courts in respect of suits filed against ICICI Bank (including
those issued / filed against the directors / senior management / officials of ICICI Bank)
or any letters / correspondences / notices (including those issued/filed against the
directors/senior management / officials of ICICI Bank) or notices from any regulatory
agency.
General guidelines for handling such notices / orders

Such communication on receipt shall be duly acknowledged after recording the time of
receipt on order and making entry in inward mail register. It should be immediately
marked to the Branch Manager/ Manager, for attention after verifying the details as
above in case received by CSO/CSM in case of absence of BM/BSCM.
When order is prohibitory order freezing operation in account, account should be
immediately frozen by branch. The same should be ensured by BSCMor BM.
When order is for specific amount, lien should be marked in customers account for
amount mentioned immediately. In case balance in account is less than order amount,
debit freeze will be marked in account to restrict outflow of any funds from the
account.
The customer shall be advised of the court order. Branch also needs to find if there is a
stay already obtained in the particular case.
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When the court issues an order converting the order nisi into absolute, the balance
in the account will be paid by a bankers cheque marked Account Payee favouring
the competent authority of the court. Acknowledgement for receipt shall be obtained
and recorded in branch document register.
When order is for specific amount and does not freeze the account, amount will be
paid to court through account payee Pay order favouring the competent authority of
the court. In such situation freeze / lien will be removed after payment to court.
In case the name of the account holder is different from the one on record with the
branch, a letter signed by the Branch Manager/Manager, shall be addressed to the
court authority stating that no such account is being maintained in the branch books.
However, in all cases, keeping in view of the legal complexities, advice from
CLG/FGARG should be sought before sending such letter.
9. What is the process of fraud reporting at bank?

Ans: Incidences of frauds are a matter of concern for the Bank. There is a common
platform for all ICIcI Bank employees to report any suspicious transaction/fraudulent
activity. A link Report a Fraud is placed on the intranet for quick reporting of such
incidents. Any ICICI Bank employee can report a suspicious transaction/fraudulent
activity occurring within the Bank through this link. Branches are encouraged to
report any suspicious activity or transaction, which can prevent a fraud.
All instances of frauds whether suspected or committed should be recorded and

reported by branches to corporate office. For details, refer circular no. 5867.
Reporting of frauds helps the bank in the following manner:
To minimize the financial as well as non-financial impact
Regulatory requirements regarding the reporting of the fraud is complied with.
The learning from an incident can be utilized to identify suitable product / process
improvements to reduce the recurrence of similar incidents.
Suspicious transactions in bank accounts can be reported as per the process mentioned
in circular no. 6321.
For reporting frauds with regards to branch / ATM cash shortage, process as described
in circular 8742 needs to be followed.
Reporting of frauds is managed by the Financial Crime Prevention & Reputation
Management Group (FCPRMG). The Nodal Officer for reporting frauds in the Bank is
the General Manager- FCPRMG. The FMS is not visible to IAD like it used to be earlier..
The designated official from FCPRMG will report to RBI all the frauds that qualify for
reporting to RBI.
10. What are office accounts?

Ans: There are ledger accounts for holding entries that cannot be immediately debited or
credited to a customers account or applied immediately to the correct head of
account for any specific reason. These ledger accounts are known as Office
accounts. No new ledger account of this nature can be opened, without the prior
approval of FG-ARG Department. There is a system of scrutinizing / verifying all
outstanding entries in office accounts since these entries are meant to be parked in
these accounts only for temporary periods. The responsibility for scrutiny and
reversals of entries vests with the BM/BSCM. The BM/BSCM should ensure that:
Entries are parked in the accounts as per purpose of the account and no wrong
parking by branch user.
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No rotation of entries without proper justification/reason. Keep the proper noting

on record.
Reversal of the entries as per TAT - refer cir no 750 dated Apr 13, 2004.
In case of delay in reversal, proper follow up action by the branch is held on
record.
11. What are the periodical statements which a branch has to sent to corporate office?
Ans: There are statements/returns, which are submitted by branches to FG-ARG/
Regional Office. Branches adhere to the discipline of submitting these returns
complete in all respects and in time.
All CAT formats are available in the following link of universe:
CAT-1 (Cash Shortage/Excess in ATM/Branch) submitted. In case of cash
shortage/excess reporting is done on the day of the discrepancy.
o To be submitted on the day or following day after occurrence
CAT-2 (Cash Retention Limit Exceeding) submitted
o Within 5 days monthly to be submitted on-line
CAT-5 (Surprise Cash Verification) submitted
o Monthly on date specified by corporate office to be submitted on-line
CAT-6 (Surprise Cash Verification in the Vaults of the Cash Replenishment
Agency) submitted
o Monthly on date specified by corporate office
CAT-14 (TOD granted exceeding INR 50000 and Monthly report of TODs O/S for
more than a month) to be sent to RH
o Online - before the 5th of the following Month
CAT-15 (Chq purchased exceeding INR 50000 and Cheque purchase O/S for
more than a month) to be submitted to RH
o Online - before the 5th of the following Month
CAT-21 (Reconciliation Statement of Clearing Accounts) submitted
o Monthly
CAT - 23
o Enhancement of cash retention limit, whenevr required
Format E (Report on Capital Expenses submitted to RO) submitted
o Monthly
Format F (Report on Expenses other then Capital Expenses submitted to RO)
submitted
o Monthly online
Submission of half yearly return of FORM 60/61
o Half yearly in April and October
Compliance Certificate
A checklist listing the areas for ensuring proper compliance of systems and procedures
laid down by corporate office is given in COMP-1. Based on the checklist, all branches
prepare a monthly compliance certificate under the signature of their Head and keep it
in a separate file titled MONTHLY COMPLIANCE CERTIFICATE. This submission is
done online by branches. A copy of the same is taken, which is signed by the
BSCM/BM and kept in the COMP file.
The file is subject to verification by internal/external auditors. Regional Heads and
other Senior Officials can verify the certificates during the course of their visits to
branches. Deviations, if any, from compliance is specifically mentioned. If necessary,
separate annexure is used to list out the deviations in detail. The checklist is indicative
96
and not exhaustive. Branches are guided by extant instructions contained in various
manuals and circular instructions issued by Corporate Office from time to time. These
compliances help branches to develop a compliance culture, and be constantly on the
alert for early warning signals so that the occurrence of irregularities can be avoided.
Based on the observations made in the monthly certificates, a Compliance Certificate is

submitted in the COMP-2 every quarter, to the regional heads.
12. What do we mean by User profile maintenance at branches?

Ans: There are different systems, which are accessed by the employees for day-to-day
transactions and for resolving customer queries.
These systems can be logged in with a specific user id and password, which is
unique to every employee.
Any fresh request for user id creation has to be routed through LAM(Logical
Access Management).
BM/BSCM ensures that they send a request for creation of user id as per IT
policy, when a new employee joins and ensure that the id is deleted when the
employee leaves the organization.
The extent of access to a system is decided by the BM/BSCM. Any modification
in the access rights to the employee has to be authorized by the BM/BSCM.
Creation of User id
The user fills in the request form on LAM and submits the same. The request gets
routed to the approver through the system. Once approved the user id gets created
through DPC.
Branch manager ensures that all the relevant access details are clearly mentioned as
per requirement.
Deletion of User id
Whenever a user is transferred, resigned or retired, the respective users inventory is
moved in the system a day before the employee is relieved. Before relieving the user, the
BM/BSCM should ensure initiating a request for deletion of User id using LAM.
13. Why branch has to keep a record of specimen signature of branch staff?
Ans. As an evidence for having checked / verified financial (vouchers) and non-financial
documents, branch staff uses their initials or full signature on the
voucher/documents.
Though other staff in the same branch may recognize the initials/signature of the
concerned staff, anyone outside the branch may find it difficult to decipher the
initials on these documents.
14. What are Approvals/Ratifications?

Ans:
There are various decisions at the branch level (both Financial & non Financial)
which need requisite approvals from competent authorities; depending on the
nature and financial implication of the amount involved. All the approvals would
be as per the latest approved DFP in place.
On some occasions, it has been noticed that the decision has already been
actioned without holding on record appropriate approval, and the competent
approving authority has been transferred / relieved from the services of the Bank.
97
General guidelines to be kept in mind before taking approvals / while approving such
requests
Typically, in a branch scenario, requests for approvals flow from the branch to Cluster
Branch Manager (CBM); Regional Head (RH) or Zonal Head (ZH). Depending on the
Financial Powers delegated at each level, approvals are granted or rejected.
It may be mentioned that when such cases are put for ratification, the onus of
scrutinizing the correctness of the request and checking whether the said case falls
within his powers; rests on the approving authority. If the concerned authority (to
whom case has been sent for approval) wishes, he may refer the same to his superiors
for final decisioning on the case.
Also, It is observed that in the absence of the Branch Manager (BM); the Branch
Service and Compliance Manager has to discharge responsibilities which the BM
usually does. As per existing practice, BM is expected to ratify these transactions on
his return. This is fraught with the following problems:
Signature of the BM after several days dilutes the purpose.
Essential decision making could get delayed.
Hence, it is proposed that the BSCM can be authorized to function in the role of BH
when the regular BH is absent for more than a day. Some decisions which may be
delegated to the BSCM can include:
Approving expenses; signing of Bills
Granting loans against fixed deposits,
Signing papers where BH would be usually required to sign
Approving reversal / waiver of charges
Signing on Locker agreements
It may be mentioned that this list is indicative and not exhaustive. The advantages of
such an arrangement are:
Decision making is not postponed and branch operations go on smoothly.
BM does not have a huge backlog of matters to clear on return.
It may also be noted that the BSCM can take decisions as per his grade; in capacity as
BM i.e. If the BSCM is of Assistant Manager (AM) Grade, the decisions / approvals that
he can grant will be as per the DFP of an AM in BM role for this intervening period. The
following process needs to be adopted for this:
The BH will write a mail to inform the CBM of his absence from the branch, quoting the
reason as well as the length of his proposed absence.
The CBM will reply to the same mail marking to the BSCM authorizing him to function
in the role of BM during the absence.
This approval would empower the BSCM to discharge duties of the BM, but within the
powers of the grade of the BSCM(AM/M1/M2/CM1 etc) as a BM. i.e. a BSCM of MII
cadre when officiating in place of a CMI BM, will exercise the powers delegated to a
BM of cadre MII.
In case of emergency and the BM is unable to send the mail, BSCM may initiate the
mail himself to the CBM explaining the situation and seeking empowerment or the
CBM may write a mail to the BSCM authorizing him to function in the role of BH.
A copy of this approval needs to be filed at the branch for audit purposes in the file
meant for all Approvals and Sanctions.
15. How to process expense bills at branches?

Ans: At present, all vendor bill payments at branches local to RPC are processed by
RPCs. Branches, on receipt of vendor bills should scrutinize the bills to ensure that
they are as per the agreed term and conditions. The bills need to be authorized by
98
appropriate approving authority as per the DFP and sent to RPC along with the
covering memo and appropriate stamps as per the detailed guidelines are explained
in circular no 8850.
16. What do you mean by Error Tracking & Opsrisk?

Ans: Resolution of customer complaints requires the Bank to sometimes provide
monetary compensation to customers in cases where
There has been an error on part of the Bank resulting in loss to the customer
There has been deficiency in the service offered to the customer and hence, the
customer needs to be compensated
The customer is identified as being high value or otherwise commercially
important for the Bank and a payout needs to be made to the customer as a
service gesture
It is considered necessary to prevent negative word of mouth for the Bank
It is awarded by the Consumer Forum/ Ombudsman
To enable smooth handling of such transactions and to avoid delays in resolution
of customer issues a centralized account called Operational Risk Account has
been opened. All payouts in respect of resolving customer complaints will be
debited to this account.
Any debit to ops risk account due to errors from the branch banking side would
require entering the error in ORMS and quoting the unique number generated in
the proposal for debiting opsrisk a/c.
Branches have to necessarily make an entry in the ORMS when they make errors
of any kind in the branch, which has a potential for financial impact. This has to
be done even when the error is immediately rectified.
Presently the URL fr the same is http://10.16.167.215/ets/
Detailed process for the same has been given in circular 8942.
17. Why it is important to monitor monthly SQLs?

Ans: The audit department has written 100 SQLs to cull out data relating to the audit and
compliance parameters of branch operations. These SQLs are provided to the
branch concurrent auditors / off site auditors / Regional Risk Managers .The SQL
outputs enlist the irregularities in the 100 areas of operation a list of same is
attached in Annexure 21.
In addition to the branches under Concurrent audit, these SQL outputs are also
provided to all non-concurrent audit branches .The SQL outputs must be used as
a control tool for identifying the irregularities and doing the rectification in an on-
going manner so as to avoid any irregularity. Branches must use this output as a
control tool to ensure FIVE Star Rating in audit.
Detailed list of these SQLs and the information provided by them is provided in
the RCLG-1211/May 08, 2007/Cir.No.3588
18. What is Activity Tracker System (ATS) & why it is used at branches?
Ans:
Branches need to conduct multiple activities at various periodicities.
In order to have track the completion of activities, branch adopts various
methods. Methods like: spreadsheet, reminders, task managers, and corporate
office reminders are made use of.
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More over there is no communication flow of the activity being completed from
the branch>regional office>corporate office. Regional office or Corporate office
cannot know the position of a branch as on a day for a set crucial activity.
Hence to build a dynamic self-control system by branch and for monitoring of
activities by Regional office and Corporate office, Activity Tracker System (ATS)
was developed. ATS is a web-based program to monitor completion status of
day-to-day activities in a branch.
Used effectively can act as a job card of the branch.
It helps branch in executing self-control and helps in being always prepared for
audits by properly scheduling and adding activities.
ATS will facilitate branch to ensure timely completeness of activities and act as a
reminder to close these activities.
An escalation matrix is also designed for control purpose.
19. What is Integrated Approval System?

Ans: One of the key audit findings has been the failure of branches in obtaining approvals
for various proposals from the Official holding the appropriate discretionary power
for such approvals.
In order to automatically take the proposals submitted by branches to the
appropriate DFP holding authority, software called the Integrated Approval System
(IAS) has been developed.
The IAS has been conceived to function in the following way:

The branch staff (proposal initiator) logs in to the IAS
Any employee will be able to log in to the system at the URL by using his NT user id
and password
Puts in the case selecting the proposal type.
The branch of the proposal-initiator is shown by the system and it needs to be selected
The IAS automatically routes the proposal to the approver who holds the discretionary
power
The approver can, if he chooses, assign the proposal to a functionary for his
recommendation
The approver approves or rejects the proposal in the system
The proposal initiator can view the sanction status
The system saves the data to generate MIS Reports
IAS is only a system-administration of the approving of proposals. Discretionary Financial

Powers as approved and communicated vide CRMG circular for credit proposals and the
DFP relating to Expenditure as put on the Secretarial site on the Universe will continue to
apply. The following types of proposals can be routed through the IAS:
Credit approvals like temporary overdraft, loan against fixed deposits etc.
Proposals relating to expenditure
Non-financial approvals like value dating of deposits.
Features of the IAS
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Auto-routing - Auto routing of the proposals will take place in the system from the
proposal-initiator to the approver based on PMS hierarchy or Fixed flow as defined in
the System Masters.
System selects the approver based on the Role (like Branch Manager, Cluster Branch
Manager, Regional Head and so on) of the approver and amount of the proposal.
Sanction of Amounts based on DFP Limits - Approving authorities in the System
Masters has been defined till the Zonal Head. Hence the proposals beyond the limit of
Zonal Head will flow to Zonal Head in the system and he will have to forward the case
through the system by entering the employee id of the approving authority for
Approval. Simultaneously, the Zonal Head will send a mail to the approving authority
so as to inform him of the forwarded proposal
Escalation and the Case Flow as per PMS Hierarchy - Escalation at each level for every
case type has been defined as 1 day and once the defined TAT for a particular level is
crossed, the entire case flows to the next higher authority. For e.g. If the case by
default is assigned to BM, then escalation will happen from BM> CBM > RH & so on.
In this scenario only the authority to whom the case was escalated, will have the power
to approve the case.
MIS of the cases - The IAS saves the historical data of proposals initiated and
approved.
However, branches need to take print out of all the sanctions, whether financial or non-
financial, from the IAS and preserve the same till a review of the functioning of the
system is conducted. Further, the hard copy of the sanctions will be required for
forwarding to RPC/CPC in respect of expenditure sanctions and Loan against Fixed
deposits till the next up gradation.
Benefits of IAS
Approval request is routed in the IAS based on the Delegation of Financial Powers
this will eliminate human errors in choosing the appropriate approving authority
Tracks approvals given by approving authority at various levels.
Provides user-friendly MIS generation & controls.
Provides easy retrieval of Approvals.
Provides system solution for getting approvals in the case of non-financial proposals
also.
Further Enhancements of the IAS:
Routing of proposal in IAS is based on Role whereas DFP is based on Role and Grade
The IAS routes the proposals based on the logic of Role (BM, CBM, RH, ZH etc) of
approving authority and Amount of the proposal whereas the DFP is based on the
amount of the proposal and Role & Grade (AM, M1, M2, CM1, and CM2 etc) of the
approving authority.
IAS does not route proposals based on monthly cumulative amount of expense
Certain types of expenditure are limited to a monthly cap for the approving authority.
For example: Approval of expenses for running generator by a BM is limited to Rs
10,000 per month.
As the IAS will route the proposal based on the amount of expenditure for each case,
the branch has to monitor the cumulative expenses approved month-to-date under
such category in the form of an excel sheet. When the expenditure exceeds the
monthly cap for the sanctioning authority, the proposal should be forwarded to the
next authority in the hierarchy through the system.
101
Eg: If the Branch Manager has to sanction 3 bills in the order of Rs. 3,000; Rs.6, 000
and Rs. 2,000 towards expenses for running generator in a month, then the third case
of Rs. 2000 would be beyond his monthly DFP since the sum of these bills amount to
Rs.11,000 which is in excess of his monthly DFP of Rs 10,000. Hence he should
forward the third proposal to the next authority, Cluster Branch Manager.
If the initiator creates the case for an amount that is more than what is defined in the
System Masters, then the case flows to the last person defined in the Masters.
For eg: the proposal for a temporary overdraft of more than Rs 1 million up to Rs. 2.5
million falls in the Discretionary financial power of the Head, RLG. If a proposal for this
amount is created in the system, the case would flow to the Zonal Head who is the last
authority defined in the System Masters. The Zonal Head would then have to forward
the proposal to Head RLG for approval by entering the employee id and confirming the
details of the approving authority.
20. What are the guidelines for staff to handle their own account?
Ans:
A. Guidelines on Staff Accounts:
Any charge waiver other than that of product proposition, ZH approval is required.
For TOD, cheque purchase, ZH approval is required which is in addition to the
requirement of IAS approval as per DFP.
B. Guidelines on staff handling their own account:
All employees are to abstain from passing any Debit or Credit entry or account
modifications (entry/verification/posting) in their own ICICI bank accounts .
In exceptional scenarios due to exigencies such as staff shortage prior written /email
approval from the CBM will be required. Such an approval shall be given by the CBM
after documenting the nature of exigency and the requirement to that effect. If the CBM
has to pass an entry /modify his own account he will take approval of RH.
BSCM/BM/DBM must scrutinize on a monthly basis all the staff A/c of the branch to
ensure that the entries in the accounts are as per the profile of the employee.
21. What is Automation of Office Order Issuance & what id the process for the same?
Ans: The Bank is required to maintain current accounts with other banks at various
locations for the purpose of clearing of cheques etc. These accounts are opened
and operated by the branch officials based on authority delegated to them by
means of Office Orders issued by the Secretarial Department, duly approved and
signed by any one of the senior executives authorised for this purpose by the
Managing Director.
Effective November 1, 2008, all requests for opening of new clearing accounts or
for change in existing authorized signatories are to be submitted through the
Office Order Module, named "Opening/Operations of Clearing Bank Account", the
link to which will be available on the Universe under "Applications".
A user can login on this site using the NT Id and password. While all users will
have access rights to this site (view rights), right to modify/ create details will be
available only to the BM/BSCM. The details of the BM/BSCM will be verified from
GAL as well as Branch Network on the Universe. Hence BM/BSCM must ensure
that the details are updated on these two locations before updating the said site.
Once the request is uploaded in the site the same would flow to the appropriate
RH/ZH for approval. If the request is for opening a new account, it will flow to the
102
appropriate authority for approval. The request will then be forwarded to the
secretarial team for approval. The TAT at each stage is 24 hours.
An office order with Facsimile signatures will be generated and an informatory
mail will be sent to the originator of the request.
22. Who is a Part Time Officer (PTO)?

Ans: The pattern of customer inflow in a branch is quite variable. In order to meet the
enhanced customer inflow and also keeping in mind the cost factor, the bank has a
policy to employ officers on a part time basis. The working hours however, are up
to five hours a day.
23. What are the Guidelines for Work Assignment to Part Time Officers (PTO) in the
Branches?
Ans:
1. In terms of the appointment letter given to the PTOs, they are required to work as
per the roster to be decided at the Branch/office level.They are assigned to
handle specific roles in the area/function to be assigned during the tenure of
assignment.
2. The branches/ offices need to ensure that following aspects are kept in
considerations while assigning job responsibilities
3. Vintage of the PTO
4. Work hours (not to exceed five hours a day)
The general activities which can be assigned to them are as under:
Data Entry
o Clearing
o Cash (PTO should not be mapped as main teller)
o Transfer
o Remittance (only DD and PO related)
o FCRM
Customer Service
o Acceptance of FD/RD from existing customer (fresh request as well as renewal)
o Balance Enquiry
o Statements/ Passbook updation
o Customer detail updation like address change, addition/ deletion of names
o Requests for new deliverables (Debit card, Cheque book request, Internet banking )
o Hotlisting / Stop payment requests
o Cheque related query
Critical areas like responsibility of handling deliverables available in the branches,
principle keys including vault keys, security papers like Demand Draft, Bankers
Cheques etc need to be assigned to a regular employee.
The provisions mentioned above will also hold good for IFBI Trainees.
24. What is the defined Credit DFP in case of resigned employees?

Ans: The following guidelines need to be noted when employees tender their resignation:
1. The loan sanctioning powers of the employee stands withdrawn when an
employee tenders his resignation (from the date when employee submits his
resignation in system).
103
2. Wherever these powers have to be exercised by the employee during his notice
period, the same need to be approved by the reporting authority of the
employee.
All other powers like signature verification, posting powers, verification in FCRM,
Staffware etc. would continue as per the existing DFP.
25. How user locking/Disabling is carried out?

Ans: UDEL option has been created in I Core to allow the Unlocking / Disabling of I Core
user ids. Only a BM / BSCM will be allowed to use the menu. The process will be
useful in the following scenarios:
Unlock an I Core User Id.
Disable an I Core user id of an employee who is on leave / absent for a specific
period. User can disable self for a specific period.
Note
1. This menu option is linked with HRIS.
2. The designation of BM / BSCM must be updated as Branch Manager and Branch
Operation Manager in HRIS for them to have rights to Unlock / Disable an I Core user
using UDEL option.
3. The designation can be updated through the following path: Universe >Human
Resources > Personal Details.
4. If a disabled User Id is to be activated before the date specified during disabling a
mail has to be sent to DPC. The activation in such cases will only be done by DPC on
receiving an authorized request through LAM.
5. BM / BSCM will Unlock / Disable a user id only if the user is present in the branch.
6. Whenever a branch user is going on a long leave it will be the responsibility of the
BM / BSCM to Disable the user id of that user.
7. All the Unlocking / Disabling of User ids done at the branch will be audited by RTG.
8. If a particular user is requesting Unlocking of ID on a regular basis the BM / BSCM
should route such request only through LAM.
Options in UDEL
U Option to Unlock an User Id.
D Option to Disable an User Id.
Unlocking an User Id
Type UDEL in the menu box and press <enter> key. In the field Function ( U/D) enter
the option as U and press the <enter> key . In the field User Id enter the User Id to
be unlocked and press F4.
The system will unlock the User Id and give the message Unlock operation is
successful
Disabling an User ID
Type UDEL in the menu box and press <enter> key. In the field Function ( U/D) enter
the option as D and press the <enter> key . In the field User Id enter the User Id to
be disabled and press F4. The date format will be DD-MM-YYYY.
The system will disable the User Id and give the message Disable operation is
successful.
104
If the user tries to login before the date up to which the User Id is disabled the system
gives a message User account has been disabled . In such cases the User Id has to
be activated by sending an authorized request through LAM to DPC.
26. How reconciliation of inventory is done at extension counters (ECs)?

Ans: For ensuring better controls, branches need to do reconciliation of the Security
items (Inventories like Demand Drafts, Pay orders, Saving cheque books, etc), which
are held by various custodians in the branch/Unit. The Physical Inventories held by
the respective custodians are tallied with the ISRA report, generated through I-Core
every Month for reconciliation. The record for the same is kept for as proof of
reconciliation done by the branch. In cases where branches share common sol id
with other units like Extension counters, CPC, RPC, CPC-NRI, GTSU & CIBD, each
unit will continue doing their respective reconciliation on monthly basis by checking
the physical inventory with the ISRA report, duly signed by the BM/BSCM and
individual employee holding such inventory.
The proof of such reconciliation needs to be kept on record by each respective unit
for verification by Onsite/ Concurrent/ IAD auditors.There will be no Reporting or
confirmation by email/or any other channel for inventories held by individual
custodians at Extension counters/ RPC/ CPC-NRI/ GTSU & CIBD to the base branch
and vice versa. All the individual units will be responsible for reconciliation of
inventories held in their location.Where the EC head is reporting to the Branch
Manager of the Main branch, the reconciliation of the inventories will be a joint
responsibility of the EC & the Main branch, as in this case the Main branch is
responsible for the reconciliation.
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Study Material On Processes-Query Desk

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Savings Account Queries ........................................................................................... 5

Issuance of Balance Certificate ............................................................................ 31

Current Account Queries ......................................................................................... 49

Fixed Deposits .......................................................................................................... 66

Tax Deducted at Source (TDS) ............................................................................. 67

Deliverables, Inventory, Branch Control and House Keeping .............................. 88

Savings Account Queries

Account Closure Request

Requirement from Customer

Accounts having OD facility

Accounts linked to I Direct

Ask customer not to trade any further in the account.

Registration of ECS & Auto Debit Mandate

ECS Arrangement Mandate

Migration of ECS Mandate Registration in I-Core from Branch to RPC

10. TAT for requests received prior to cut-off shall be 1 day.

ECS mandate suspension (12/1/2013 12:10:40 PM)

Addition of Joint Applicant

Requirement from Customer

Circular Reference (27/11/2012 10:00:32 AM)

Amount in Sl/Insdet Account

Requirement from the customer

Attestation of Photograph & Signature

Requirement from Customer

Important points to note

Further certain demographic changes will require additional documentation besides

Changing Parameter for Quantum Optima

Branch / RM Wealth / Phone Banking officer needs to take approval from GM

Recommendation should be done on basis of overall Customer Relationship Value

Linking of Quantum Optima TD to Savings Account

De-linking Quantum Optima Term Deposit to and operative account

Change of tenure for auto sweep

Important points before processing request at branches

Cheque deposited not credited to customer's account

Requirement from Customer

To find the status of the cheque Login to E-Search : Despatch Tracker>Reports>Cheque

In case of account opening cheque

Scanned image of the specimen signature of the customer in finacle

Circumstances of the payment of the cheque, including the material alterations/

Despatch of the ATM/debit card; its handling by the courier/branch officials;

3. Which account is debited to o settle the claim of the customer?

Cheque Return Enquiry

Debit Card Related Queries

Dehotlisting is done if:

Over the counter

Process for De- Hotlisting (Activation) of Debit card

Personalised Debit Card

Requirement from the Customer

Requirement from the Customer

ATM Pin not received

TAT for reissue

Issuing debit card to Privilege customers

Linking of account to debit card

Requirement from the Customer

Reissue of Debit Card

Reissue of debit card pin

Deletion of Name from Account

Requirement from the customer

5. Transaction by standing instruction, ECS and EFT.

Requirement from Customer

FAQ on dormancy policy of NRI and SB Accounts

3. Mention the transactions which are termed as Customer induced transactions in an