Dear Customer,

Your Bank, known for service excellence in the industry for the last 98 years, believes that a satisfied Customer is the foremost factor in our business growth. As such, all our efforts are directed towards Total Customer Satisfaction.

Bank of India owes its existence to the patronage of innumerable customers associated with its network of Branches across the country. Customer empowerment through Customer education is the key tool to ensure a vibrant relationship between the Bank and our esteemed clients. Towards this end, the Bank had come out with a Citizens' Charter in September 1997. However, in view of the various changes brought about in the industry in the recent past, we find it necessary to suitably revise the Citizens' Charter.

'Citizens' Charter' encompasses most of our operations. It has been prepared to promote fair banking practices and to give information in respect of various activities relating to customer service.

We wish to acknowledge the initiative taken by the Ministry of Finance, Government of India and Ministry of Administrative Reforms and Public Grievances for the encouragement given to us in bringing out this charter.

The Charter is an acknowledgment of your right as a customer.

We shall continue to strive hard to win and sustain your confidence and support.

I shall be pleased to receive your suggestions in our pursuit to serve you still better. 



                                                           Yours Sincerely, 
                                                               M. Venugopalan




OUR MISSION


'To provide superior, proactive banking services to niche markets globally, while providing cost-effective, responsive services to others in our role as a development bank, and in so doing, meet the requirements of our stakeholders.'



OUR VISION


'To become the bank of choice for corporates, medium businesses and upmarket retail customers and to provide cost effective developmental banking for small business, mass market and rural markets'

Preface


Organisations go through phases of birth, growth, maturity and rejuvenation. In reaching this spot, Bank of India has successfully come over several challenges and turbulence and occupies a pride of place in Indian Banking.

It is a matter of pride for us that our Bank has been ranked 4th by M/s. AC Nielsen ORG-MARG surveyors, amongst India's Topmost 50 trusted Service Brands.

Bank has always been in the forefront to adopt new technology to enhance the quality of services rendered to customers. In order to leverage technology for further growth and efficient customer service, Bank is implementing Core Banking Solution (CBS) at 750 strategic branches which will cover 80% of the Bank's business. It would enable the Bank to remain competitive in providing the services through the latest technological innovations.

All this is aimed at the sole objective of enhancing Customer Satisfaction. It is a major technology based initiative that will radically transform the way our branches look, work and serve the customer. With this, Anytime - Anywhere - Anyhow Banking will truly become possible.

For institutionalising the quality management system, the Bank has targeted ISO 9001-2000 accreditation of about 250 branches by March 2005. So far, 27 branches have already been accredited.

We have introduced a QUALITY POLICY in which Bank of India is committed to become the Bank of Choice by providing SUPERIOR PRO-ACTIVE ,INNOVATIVE, STATE OF THE ART Banking Service with an attitude of Care and Concern for the Customers and Patrons.


NOTE

Information given in this booklet is as of 31.08.2004, which is subject to change/revision.

The charter should not be considered as legal document, creating rights and obligations. It is for promoting better understanding between Customer and Banker

Only key information on various services/facilities is given in this booklet. Each service has its own detailed terms and conditions, which can be made available on request.

For further details, visit or write to our Branch / Zonal Offices, or Head Office, or visit our website www.bankofindia.com


OUR PLEDGE TO COUNTRY AND TO ITS PEOPLE

We shall work within the legal framework of our country and not violate any provisions of the law of the land.

We shall work in conformity with the instructions, regulations, guidelines issued by regulatory authorities like Govt. of India, Reserve Bank of India, SEBI, IBA, etc.

We shall comply with all prudential norms laid down by various authorities for different functions in the interest of Bank's clientele.
We shall give wide publicity to all kinds of services and products offered by our Bank so that our valued clients shall know what we are offering.
We shall make special efforts to popularise new schemes in rural Branches, improve facilities for senior citizens, introduce special schemes for students, weaker sections, women and unemployed youths etc.

We shall fulfil all commitments under the Priority Sector lending.

OUR BACK OFFICE SERVICES


DELEGATION OF POWERS

We will ensure that authorities at various levels will be empowered with adequate powers to take prompt decisions with regard to sanctioning of loans and advances, issuance of guarantees, settlement of claims of deceased depositors, issuance of duplicate demand drafts, deposit receipts, other claims and administrative matters concerning customer service.
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