Our key commitments to you are that we promise to:

• Give you clear information explaining the key features of the services and products you tell us you are interested in so that you can make meaningful comparison with the terms and conditions offered by other companies and take an informed decision.
• Tell you about all the ways in which we offer the credit card.
• Tell you what information/document we need from you to prove your identity and address and to comply with legal and regulatory requirements for issuance of a card. The same will be mentioned on the card application form.
• For every credit card application, we will give you an acknowledgement and give an indication of the number of days it would take to process the application.
• We will explain you the method of computation of overdues renewal and termination procedures you may require to operate the card.

When you become a customer, we will give you upfront details of charges applicable.
 

You can also find out about our charges by:

• Phoning our help-line or
• Looking on our website
• On our billing statements
• In tariff schedules/MITC

If we increase any of these charges or introduce a new charge, it will be notified at least one month before the revised charges are levied / become due.

We will tell you the charge for any other service or product before we provide that service or product, and at any time you ask.

We will display a notice about the tariff schedule and list of services rendered free of charge in our branches and on our website.
 

We will provide information about the penalties liable to be levied in case of violation of any of terms and conditions of the product or service chosen by you.
 

When you become a customer or accept a product for the first time, we will give you the relevant terms and conditions for the service you have asked us to provide.
 

All written terms and conditions will be fair and will set out your rights and responsibilities clearly and in plain language. We will only use legal or technical language where necessary.
 

We will seek your acceptance to the terms and conditions in the card application form.
 
Changes to Terms and Conditions
 

Changes to terms and conditions will be notified to you from time to time.
 

Changes will be made with prospective effect giving notice of at least one month.
 

6 We will inform the major changes or lot of minor changes in one year to you on request or provide you with a copy of the new terms and conditions or summary of changes.
 

We will make sure that all advertising and promotional material is clear, fair, reasonable and not misleading.
 

We will inform in our advertisement in any media and promotional literature which draws reference to an interest rate on a product or service offered by us, whether other fees and charges will apply and that full details of the relevant terms and conditions are available on request.
 

We would like to provide you with the entire range of financial services, products, some of which are our own products while some others are the products of our group/associate/entities or companies with whom we have tie-up arrangements on receipt of your consent to receive such information/service either by mail or by registering on our website or helpline. We will however tell you about our associate / group entities or companies having business tie-up arrangements with us and if you so desire, direct their staff / agents for marketing their products.
 

Third parties working for us will deal with the your personal information with same confidentiality as we do.
 

Statements

9.1

To help you manage your account and check entries on it, we will give you account statements at regular intervals unless the account has been deemed inactive.
 

We will also send you statement of accounts by e-mail, if you so desire provided such a service is available with us. In case you do not receive the information, we expect you to get in touch with us and we will resend the details to enable you to make the payment and highlight exception, if any, in a timely manner.
 

We will provide you details of the service, exchange rates and charges that apply to foreign currency transactions made by you.
 

We will tell you what you can do to help protect your accounts.
 

In the event that your card has been lost or stolen, or that someone else knows your PIN or other security information, we will, on your notifying us, take immediate steps to try to prevent these from being misused.
 

If you do not recognize a card transaction that appears on your statement, we will provide you with more details. In some cases, we will need you to give us confirmation or evidence that you have not authorized a transaction.

We will give you your PIN [personal identification number] separately from your card and will dispatch it at the mailing address provided by you. If you desire, we shall deliver your credit card/PIN at our branches after due identification. We will not reveal your PIN to anyone else.
 

Confidentiality

11.1

We will treat all your personal information as private and confidential [even when you are no longer a customer]. We will not reveal transaction details of your card account to a third party, including entities in our group, other than in the following cases when we are allowed to do

• If we have to give the information to law enforcement agencies or regulatory authorities
• If there is a duty to reveal the information
• To third parties engaged by the Company for verification and operation of card accounts and other administrative services.
• If you ask us to reveal the information, or if we have your permission to provide such information to our group/ associate /entities or companies when we have tie-up arrangements for providing other financial service products. 

When you change any of the following, please let us know:

Name
Address
Phone Number
E Mail address

Before we issue you a card, we will assess whether we feel you will be able to repay it.
 

Before we increase your credit card or cash limit or other borrowing, we will assess whether we feel you will be able to repay it and will take your consent to it.
 

Wherever possible, reasons for rejection of increase in credit/ cash limit will be conveyed to you.
 

We will follow the collection policy framed to collect the dues.
 

We will follow our code of conduct for collections
 

We will make sure that our collections policy includes collections after due consideration for genuine difficulties faced by you. In the matter of recovery of amount due, we will not resort to harassment
 

We will give a notice to you before taking a decision to recall / accelerate payment or performance in consonance with the welcome kit.
 

We will not interfere in your affairs except for the purpose provided in the terms and conditions of welcome kit (unless new information, not earlier disclosed by you, has come to our notice).
 

We will not discriminate with you on the grounds of sex, caste and religion in matter of lending. However, it will not preclude us from instituting or participating in schemes framed for different sections of society
 

If we think necessary, we will verify the details mentioned by you in the Credit Card application by contacting you at your residence and/or business addressees through agencies appointed for the purpose
 

We will inform you to cooperate if we need to investigate a transaction on your account and with the police/other investigative agency if we need to involve them.
 

We will inform you that you will be responsible for all losses if you act fraudulently or without reasonable care. If you have not acted fraudulently or without reasonable care, your liability for the misuse of card will be limited to the amount stipulated in the terms and conditions of the issuance of the card.
 

We will not withdraw the concessions or relief already given during the original validity period of the concession/relief.
 

Complaints / Grievances and Feedback / Suggestions
Internal procedures
 

Contact Particulars: The Cardholder can contact SBICPSL for making any enquiries or for any grievance redressal through any of the following ways

24 Hour SBI Card Help line:
From BSNL/MTNL Lines - 1600 180 1290
From All Other Lines - 39 02 02 02
 

Through mail, by writing to Customer Redressal Officer, SBI Cards & Payment Services Pvt. Ltd., P. O. Bag No. 24, GPO, New Delhi 110 001.
 

Through email by writing in at feedback.gesbi@ge.com
 

We will place the reports of the Customer Care Resolution Process (a grievance redressal mechanism) forum meetings before our Board of Directors for their information.
 

If we receive the complaint in writing, we will send you an acknowledgement /response within a week. If we receive a complaint over phone, we will provide you with a complaint reference number, if asked for and keep you informed of the progress whenever necessary. We will resolve your queries and/ or complaints by providing you a suitable response within 30 days. If we are not able to, we will explain you the reason why we need more time to respond and will try to do so within six weeks of the complaint
 

We will display on our website and in all our branches that we are covered by the Banking Ombudsman Scheme, 2006 of the Reserve Bank of India . We will make available the copy of the same at nominal charge.
 

If you do not get a satisfactory response for a complaint lodged and wish to pursue other avenues for redressal of grievances, you may approach Banking Ombudsman appointed by the Reserve Bank of India under Banking Ombudsman Scheme, 2006. Our staff will explain you the procedure for the same.
 

This model code of conduct is applicable to all Sales Service Providers (SSPs) of SBICPSL. All employees employed by the SSP shall agree to abide by this model code of conduct and follow it in letter and spirit.

Tele – calling is defined as a telephone call made to a prospect for any of the following purposes:

• Sourcing the credit card application
• Fixing an appointment for closing a sales call
• Confirming an appointment
• Calling a prospect for taking further references for sales
  

General

A prospect is to be contacted for sourcing a credit card application under the following circumstances:

• When prospect has expressed a desire through the bank's internet site/call centre or has been referred to by another prospect/customer or is an existing customer of the bank who has given consent for accepting calls
• When the prospect's name/telephone no/ address is available & has been taken from one of the lists/directories/databases that are publicly available or have been cleared by the Team Leader/Unit Head
  

All prospects will be called on their contact numbers only between 9 am and 8 pm. Any call out of this timing range will be only at the desire of the prospect

If the prospect is not present, will leave a message (after completely identifying himself) with the aim to return the call or to check for a convenient time to call again

All prospects will be strictly called only for sales of credit cards or confirming appointments already made.

The prospects privacy will be safeguarded. His interest will be discussed only with himself or with any other individual as specified by the prospect.

Prospects who have expressed their lack of interest for the offering during a tele – call pertaining to sales will be informed of the “Do not Call” facility.

A person who does not wish to be called and feature on the “Do Not Call Registry” will need to write to SBICPSL stating that he does not wish to be called for any of the products of the Company or register himself on the “ DCNR” on the website of the Company.

SBICPSL will provide the above list to the SSP from time to time. Any person whose name is in the “Do Not Disturb” list shall not be tele–called under any circumstances.

Specific

All Sales Executives will follow the following rules when tele - calling –

Mention the following - The name of the person making the call, the name of the organization on whose behalf the call is being made, the purpose of the call – being the offer or promotion of financial services, including the specific nature of those services e.g., credit card

Request permission to proceed

If denied permission, apologize and politely disconnect.

Ensure we ask the prospect if we can call back if the prospect appears to have been interrupted at an inconvenient time, and inquire, as to when a more appropriate time would be

If calling on mobile no, offer to call back on a landline no.

Never interrupt or argue; talk firmly and politely. Do not engage in harassing/abusive conduct

To the extent possible, talk in the language which is most comfortable to the prospect

Explain features about the SBI card patiently and correctly. Clarify doubts about the product as far as possible; without misleading or giving wrong information about the product. Do not make any false/ unauthorized commitment on behalf of SBICPSL for any facility. In case the prospect desires additional information, ask the Team Leader to provide the same

Never call or entertain calls from customers regarding products already sold. Advise them to contact the Customer Service Staff of SBICPSL

Ensure we provide the customer with a clear opportunity to accept or decline the offer.

Reconfirm next call or next visit details

Provide his telephone no, the team leader's name and other contact details if asked for by the prospect.

Thank the customer for his/her time

The Sales Executive will -

Respect personal space – maintain adequate physical distance from the prospect

Not enter the prospect's residence/office against his/her wishes

Unless required for processing of applications not visit in large numbers – i.e. not more than one Sales Executive and one team leader/trainer, if required.

If the prospect is not present and only family members/office persons are present at the time of the visit, he/she should end the visit with a request to come back at time the prospect is present.

Provide his/her telephone no, the team leader's name and other contact details if asked for by the prospect

Limit discussions with the prospect to the business – Maintain a professional distance.

Not misbehave in any manner; respect the prospects time and space

Will not accept gifts from prospects or bribes of any kind. Any bribe or payment offered of any kind by a customer must be reported to his/her management.

The below given declaration is to be signed by the Sales Executive employed by the SSP. This is mandatory requirement for the SSP.

To
The Proprietor
(Name of SSP)
(City)

Re: Code of Conduct

Dear Sir,

I am working in your company as a (designation) since (date) . My job profile, inter-alia, includes offering, explaining, sourcing, and assisting documentation of products and linked services to prospects of SBICPSL.

In the discharge of my duties, I am obligated to follow the Code of Conduct attached to this document.

I confirm that I have read and understood and agree to abide by the Code of Conduct. In case of any violation, non-adherence to the said Code, you shall be entitled to take such action against me, as you may deem appropriate.

Signed on this________________day of __________________ 20_______

Signature____________________Name___________________Agency___