Question Bank on Customer Service

1. An Individual opened a PPF account and filled up the nomination form in favour of
legal heirs with 30:30:40 share. Is this nomination form acceptable?

a. No, because as per rules nomination in accounts can be made only in favour of
single Nominee
b. Yes, because it is permitted in PPF account.
c. Not sure. The matter needs to be referred to the controller
d. Request the customer to change the nomination form in favour of single Nominee

2. X, son of Y has submitted the death certificate of Y issued by Local Sarpanch. IS

this acceptable?
a. Yes, Sarpanch is authorised to issue death certificate
b. No, it should be countersigned by the BDO or Tehsildar in case of death
c. Either of the above
d. None of the above

3. How many sureties or guarantees required in case the total balance in the
deceased’s accounts is equal to Rs. 5.00 lacs
a. One
b. Two
c. None
d It all depends on the Controlling offices direction

4. Dispensation of counterfeit notes through the ATMs would be treated as …........

a. an attempt to circulate the counterfeit notes by the bank concerned
b. a wilful attempt to circulate the counterfeit notes by the ATM vendor concerned.
c. negligence on the part of the agency providing caretakers in ATMs
d. a routine error till three such incidences

5. An individual having an FD dies. Claim is made by legal heirs and the FD is yet to
mature. What will be the interest rate?
a. From the date of death to the date of payment at the rate of S.B. Rate as applicable
on Date of Payment
b. From Date of Maturity to Date of Payment at SB interest
c. As applicable to the actual period up to payment, without penalty.
d. Contracted rate up to DOM and simple TDR rate from DOM to Date of Payment

6. Bharat, who is the legal heir of Dashrath, has approached the Bank after his father’s
death to close the gold loan account of his father. He has agreed to pay the loan but
arguing that he will not pay any interest from the date of death of his father. Is he right
in his approach?
a. Yes, the contract becomes invalid after the death of one of the persons
b No, from the date of the death interest as applicable to Saving bank account will be
applied
c. No, Interest on the account of the deceased borrower will be charged as per
the contracted rate till the date of closure

Prepared by SBILD Aurangabad pg. 1

d Bank cannot charge any interest from the legal heir as the borrower has died.

7. In case the claims up to a threshold limit of Rs 100000/- (Rs one Lac only) in respect
of missing persons, reported missing for a minimum period of one year, shall be settled
on production of which of the documents:
a. FIR, Indemnity from the claimant (s).
b. FIR, Non-traceable report issued by the police authorities, Indemnity from the
claimant (s).
c. Non-traceable report issued by the police authorities, Indemnity from the claimant
(s).
d. None of the above as a person missing for 7 years or above only is presumed to be
dead.

8. Executors are appointed by

a Testator through a will.
b. Court
c. Legal heirs of the deceased
d. HUF
9. Nomination for safe custody and safe deposit articles is available under-
a. Sec 45ZA of BR Act
b. Sec 45ZB of BR Act
c Sec 45ZC of BR Act
d Sec 45ZZ of BR Act
10. In case where the Bank had issued an ATM / Debit card without written consent of
the customer, which has been disputed by the customer without using the card, the
said ATM/Debit card will be taken back by the Bank and got cancelled. Further......
a. The Bank would reverse the charges, if levied
b. The Bank will pay compensation to the customer Rs.100/-.
c. The Bank would not only reverse the charges, if levied, immediately but also
pay compensation to the customer Rs.100/-
d. a or b, whichever is higher
11. In case of disputed ATM transactions, failure to re-credit the customer’s account
within 7 working days of receipt of the complaint shall entail payment of compensation
to the customer at the rate of Rs........ per day by the issuing bank provided the claim
is lodged with the issuing bank within ….... days of the date of transactions and branch
has failed to establish the proof of payment/disbursement by ATM.
a. 50/- and 15
b. 100/- and 30

Prepared by SBILD Aurangabad pg. 2

c. 100/- and 45
d 200/- and 60
12. Undelivered Cards, after how many days are to be Hot listed?
A 30 days
b. 45 days
c. 90 days
d Never

13.Which is the email id for routing "on-us “complaints of ATMs?

a. [email protected]
b. [email protected]
c [email protected]
d [email protected]

14. A customer of your branch visited the branch and complained that he tried to
withdraw Rs 5000/- from an ATM of HDFC Bank nearer to your branch. He did not
receive money, but his account is debited. He wants his money back. What will you
do?
a. Will advise the customer to meet Branch manager and tell him the issue
b Will advise the customer to lodge a complaint with the nearby HDFC Bank Branch
since the ATM machine belongs to the HDFC Bank
c. Will take an application from the customer and lodge a complaint in CMS
d. Will advise the customer to meet with the Alternate Channel Manager at RBO for
refund of the amount

15. You received a call from ATM department, LHO that there is an entry for Rs
10,00,000/- pending for the last five days in your branch BGL account no. 3199842
(ATM Cash Intermediate with CIT Agency). They instructed you to reconcile today
itself. How will you reconcile?
a. Will report the matter to the Branch Manager and request him to reconcile
b Will request Alternate Channel Manager to reconcile the amount
c Will call the Joint custodians of the CIT Agency to deposit Rs Ten lacs in the
branch which was not replenished in ATM
d. Will increase Admin of any ATM by Rs Ten lacs using the reference number.

Prepared by SBILD Aurangabad pg. 3

16. The layout for branches has been designed as per ..........., Which of the following
statements is correct?
a. Type of business being carried out in a branch
b. Volume of business at the branch
c. Location of the branch
d. RBI Directives

17. How many types of typical branch sizes are there?

a) 6
b) 5
c) 4
d) No such stipulation.

18. Locker hirers who intend to remove the contents of their lockers prior to shifting,
are to be specially requested to do so at least …. days prior to Branch shifting
a. 15
b. 7
c. 30
d. 45

19. The details of shifting (i.e. new address, date of shifting etc.) should be reported
to Regional office of RBI immediately after shifting the Branch. The time limit in
reporting to RBI is within..........
a) Two weeks of shifting
b) Three weeks of shifting
c) One week of shifting
d) One month of shifting

20. What is the Banks Mission?

(a) To be the greatest Bank in the world.
(b) Provide simple, Responsive and Innovative financial solutions.
(c) To be the best in the PSU banks.
(d) There is no mission in the Bank

21. The two S in STEPS stand for?

(a) Security and Service.
(b) Sustainability and security.
(c) Security and Safety.
(d) Service and Sustainability

Prepared by SBILD Aurangabad pg. 4

22. Under Darpan, what is the minimum score for being in Platinum category? (
a) 90 and above.
(b) 95 and above.
(c) 80 and above.
(d) 85 and above.

23. Under Darpan, what is the threshold score to cross for not being in Bronze
category?
(a) 69
(b) 65
(c) 50
(d) 55

24. Which of the following statements is true about Business Continuity Plan?
a) Should focus specific assets such as cash and valuables
b) Should focus on specific assets such as IT systems
c) Should focus on entire business processes
d) Should focus on important areas

25. Which of the following is true about Disaster Recovery?

a) It is the activity that takes place during and after a catastrophic event
b) It is an activity that takes place before the disaster takes place
c) It is the activity that takes place after a catastrophic event
d) All the above are true.

26.What is BIA?
a. Bank Impact Analysis
b. Business Improvement Analysis
c. Business Impact Analysis
d. Business Impact Assessment

27. Which of the following statements is true about invoking of BCP?

a) BCP should be invoked only after taking controller’s consent

b) BCP can be invoked by the branch head
c) Only in extreme situation, the BCP should be invoked by the branch head after
informing controllers.
d) Normally, the BCP should be invoked after taking controller’s consent. Only
in extreme situation, the BCP should be invoked by the branch head unilaterally.

28. A customer’s entitlement to zero liability shall arise where the unauthorized
transaction occurs in the following events. Select the incorrect statement

a. Contributory part on the part of Bank and customer has reported the transaction.
b. Contributory part on the part of Bank and customer has not reported the transaction
c. Negligence on the part of Bank and customer has reported the transaction
d. Where the customer notifies the Bank within 7 working days of receiving the
communication from the Bank and the deficiency lies neither with the Bank nor
with the customer

Prepared by SBILD Aurangabad pg. 5

29. Any loss occurring after the reporting of transactions shall be borne by ____

a. the customer
b. the Bank
c. Reserve Bank of India
d. National Payment Corporation of India

30. In cases where the responsibility for the Unauthorized transaction lies neither with
the Bank nor with the Customer and when there is a delay of 7 working days after
receiving the communication from the Bank on the part of the customer in notifying the
Bank, the per transaction liability of the customer shall be
a. the transaction value
b. Rs 10,000/- in SB accounts
c. Rs 25,000/- in SB accounts
d. the transaction value or Rs 10,000/- whichever is lower.

31 If the delay in reporting the unauthorized transactions is beyond seven working

days,
the customer liability shall be
a. zero liability
b. the transaction value or specified amount as per Bank’s instructions, whichever is
lower
c. full liability
d. determined by Banking Ombudsman

32. An agreement is entered between the Bank and the various vendors for various
services for continued functioning of the ATM. Can you name the agreement?
(a) SLA (Service Level Agreement.
(b) VLA (Vendor Level Agreement)
(c) FLM (First Line Management)
(d) SLM (Second Line Management

33. In a managed ATM, what is the minimum amount below which it is considered as
cash out for the purpose of penalty?
(a) 25000
(b) 50000
(c) 100000
(d) 75000

34. Where are the Star ATMS installed?

(a) 4 Metros
(b) 6 Metro
(c) Major towns.
(d) Only in Mumbai

35. What are preferred ATMS?

(a) VIP locations as advised by circles.
(b) VIP branches as advised by Corporate centers.
(c) ATMS where the hits are very high.
(d) Installation of new ATM

Prepared by SBILD Aurangabad pg. 6

36. The Vendor will provide the video / footage of CCTV /DVSS within ____ days from
the date of receipt of communication from bank.
(a) 7
(b) 10
(c) 15
(d) 20

37. Customer centricity revolves around 4 core concepts. Choose the right answers
from the below. (a) Customer Service, Procedure, Processes, Daily Decisions
(b) Processes, Daily decisions, Procedure and Customer Service
(c) Procedure, Processes, Daily decisions, Customer Service
(d) Daily decisions, Processes, Procedure and Customer Service

38. What is CLV?

(a) Customer Life Value
(b) Customer Lifetime Value
(c) Credit Life Cycle Value
(d) Customer Lifelong Value

39. In a customer, centric organization, ------------ and maintaining ---------

conversations with customers.
(a) Engaging, Active
(b) Coordinating, General
(c) Interacting, Passive
(d) Engaging, General

40. Proactive Governance and Timely Implementation (PRAGATI) are reviewed on

regular basis by
a. Managing Director
b. Deputy Managing Director
c. Chief General Manager
d. Internal Ombudsmen

41. Customer Day are observed on ___ and ___ of every month.
a. 10th and 15th
b. 10th and 20th
c. 15th and 20th
d. 15th and 25th

42. Who is the Chairman of Circle Customer Service Committee (CCSC) is

a. Chief General Manage
b. Senior most General Manage (Network)
c. Deputy General Manager (PBBU & CS)
d. Assistant General Manager (CS)

43. Branch Customer Service Committee meetings at held at the frequency of

a. Monthly
b. Quarterly

Prepared by SBILD Aurangabad pg. 7

c. Bi-monthly
d. Half-yearly

44. Regional Business Office Customer Service Committee meetings at held at the
frequency of

a. Monthly
b. Quarterly
c. Bi-monthly
d. Half-yearly

45. As per BCSBI, in case of receipt of transfer of borrowal account, the consent or
objection of the lender should be conveyed within …….
a. 21 days
b. 15 days
c. 30 days
d. immediately on request

46. BCSBI has been registered under the ….

a. Societies Registration Act
b. Trust Act
c. Banking Regulation Act
d. Companies Act

47. Banking Codes & Standards Board of India (BCSBI) is …………. Body
a. a Supervisory
b. an independent and autonomous
c. a regulatory
d. a controlling

48. Membership of BCSBI is open to ……….

a. Public sector & Private sector banks
b. Regional Rural Banks, Urban Co-operative Banks
c. Foreign Banks, Regional Rural Banks, Small Finance Banks, Payment Banks
d. Scheduled commercial banks (Private sector, Public sector, Foreign,
Regional rural, Urban Co-operative, Small Finance, Payment)

49. The DICGC insures all deposits such as savings, fixed, current, recurring, etc.
Each depositor in a bank is insured up to a maximum of Rs. ______ for both principal
and interest amount held by him in the same right and same capacity.
a. One lakh
b. Two lakhs
c. Three lakhs
d. Five lakhs

50. RBI has established “Depositors Education and Awareness Fund (DEAF2014)”
under Section 26 of Banking Regulation Act 1949, where all the credit balance lying
for more than __ years in the unclaimed accounts of the customers are transferred.
a. 5
b. 10

Prepared by SBILD Aurangabad pg. 8

c. 15
d. 20

51. Interest Rate revisions to the existing customers would be intimated within ___
working days from the date of change through notifications in the Bank's Website/
media/ notice board at branches.
a. 5
b. 7
c. 10
d. 20

52. At present Savings Bank and Current accounts are treated as ‘inoperative’ if there
are no debit as well as credit transactions induced at the instance of customers in the
account for a period of over ___ years.
a. 1
b. 2
c. 3
d. 5

53. At present Savings Bank and Current accounts are treated as ‘dormant’ if there
are no debit as well as credit transactions induced at the instance of customers in the
account for a period of over ___ years.
a. 1
b. 2
c. 3
d. 5

54. Reasons for rejection of loan applications would be conveyed to small borrowers
seeking loans up to Rs. ___ lakhs
a. 1
b. 2
c. 3
d. 5

55. Our Bank’s compensation policy is based on various policies issued by?
a. Reserve Bank of India
b. Indian Bank’s Association
c. Finance Ministry
d. BCSBI

56. Course of action when a cheque has been lost by the branch in processing / transit
a. Advise the customer to get a duplicate cheque
b. Inform the clearing house for suitable action at their end
c. Branch shall advise the customer for getting a duplicate, suggest for stop
payment of issued cheque and compensate expenses for the same.
d. No action required as it is the drawer’s obligation to the drawee

Prepared by SBILD Aurangabad pg. 9

57. Under lenders liability, there is a commitment to the borrowers. Within how many
days should bank return the documents to the borrower after closure of loan account?
a. 15 days
b. 21 days
c. 1 month
d. 3 month

58. What is the amount of compensation to be paid for an Account Supported by

Blocked Amount (ASBA) customer whose share price has been listed below the issue
price?
a. No compensation to be paid
b. @ Savings bank interest rate on the amount blocked
c. the difference between listed price and issue price multiplied by number of shares
applied
d. Interest at TDR rate

59. If a complaint is lodged at the branch it must be redressed within ___ days by the
branch.
If not resolved it will be auto escalated to LHO.
a. 5 days
b. 10 days
c. 11 days
d. 15 days

60. If a complaint is auto escalated to LHO from the branch it must be redressed within
___ days by the branch. If not resolved it will be auto escalated to Corporate Centre.
a. 5 days
b. 10 days
c. 11 days
d. 15 days

61. All the complaints are to be resolved within ___ days.

a. 10days
b. 15 days
c. 21 days
d. 30 days

62. As per RBI guidelines, Complaint Book with perforated copies should be kept with
the Branch Manager and in his absence, it must be in the custody of ____.
a. Service Manager
b. Guard
c. May I Help You Counter
d. Cash- in- Charge/Cash Officer

63. Who is the nodal officer of the bank handling customer grievance?
a) Agm (Customer Service), LHO.
b) Dgm (CMCS), LHO.
c) General Manager (Customer Service)
d) CGM.

Prepared by SBILD Aurangabad pg. 10

64. Who heads the Standing Committee on Customer Service in the circle?
a. CGM.
b. GM.
c. DGM
d. AGM

65. Who is the highest internal authority to review the partially or wholly rejected
complaint?
a. GM (Network)
b. CGM.
c. Internal Ombudsman.
d. Banking Ombudsman

66. Customer relationship Programme is arranged by the branch every ……?

a) Quarter.
b) Monthly
c) Annually.
d) Bi-Monthly

66. The tenure of the Internal Ombudsman in banks shall be a fixed term of not less
than …. years and not exceeding …. years
a. 1, 3
b. 3, 5
c. 2, 3
d. 1,3

67. The Internal Ombudsman shall report to

a. Reserve Bank of India, Department of Banking Supervision
b. Chairman of the Bank
c. The Banking Ombudsman
d. The Managing Director / Executive Director of the bank handling customer
grievances

68. Internal Ombudsman of any bank can be a retired official of another bank not below
the rank of
a. Asst General Manager
b. Deputy General Manager
c. General Manager
d. Chief General Manage

69. Maximum compensation which can be granted under Banking Ombudsman is …

a) Rs. 5 Lakhs
b) Rs. 20 Lakhs
c) Rs. 25 Lakhs
d) No such ceiling

70. Appeal against the order issued by the Banking Ombudsman should be made to
appellate authority within….
a) 7 days
b) 15 days

Prepared by SBILD Aurangabad pg. 11

c) 30 day
d) Any time within one year

71. The Banking Ombudsman scheme is introduced under Section 35 A of ……….

a) Banking Regulation Act
b) Banking Ombudsman Act
c) Consumer Redressal Act
d) Consumer Protection Act

72. Consumer Mediation Cells are attached to ………

a. the Ministry of Consumer Affairs
b. The Home Ministry
c. The National commission only
d. The District, State and National Commissions

73. The Consumer Protection Act, 1986 …….

a. Is a part of the Consumer Protection Act, 2019
b. is repealed with the passage of Consumer Protection Act, 2019
c. is to be read along with Consumer Protection Act, 2019
d. still continues to be primary Act governing Customer disputes

74. Who cannot make a request under RTI Act?

a. Individual
b. Employee of a company
c. Office bearer of Corporation
d. Advocate on behalf of his client

75. Who is known as Central Public Information Officer (CPIO) in State Bank of India?
a. Chief Manager Branch "
b. Chief Manager Compliance
c. Chief Manager Customer Service
d. Regional Manager/ Scale V Branch Manager

76. What is the time frame given to CPIO for furnishing information under Right to
Information Act? a. 5 days
b. 8 days
c. 10 days
d. 30 days

77. The applicant can prefer an appeal to the First Appellate Authority against the
decision made by the Central Public Information Officer within ------ days?
a. 10 days
b. 15 days
c. 30 days
d. 45 days

78. Application under the RTI Act is to be made …...

a. as per the specified format
b. on judicial paper

Prepared by SBILD Aurangabad pg. 12

c. any plain paper (no format is prescribed)
d. in front of a notary

79. As per provisions of RTI Act, Information can be sought by ……

a. Persons from across the world
b. Humans, Legal entities, Corporations
c. Indian citizens
d. residents of any country who is a member of the United Nations

80. Bank’s Suo moto disclosures as per provisions of RTI act are available on
a. Info. SBI
b. Site of RTI department
c. https://www.suomotusbi.in
d. Bank’s website https://www.sbi.co.in

81. Mr Dinesh, who is a maintaining deposit of Rs.5 lac has submitted 15H on 2nd
April 2017. Branch has refused to accept Form 15 H from him as he will turn 60 years
on 15th Jan. 2018. Discuss the branch action

a. Branch action is not in order as Form 15H can be accepted from a resident
Individual of age 60 years or more at any time during the financial year
b. Branch action is in order as the depositor can submit Form 15H only after
15/01/2018
c. Branch action is in order as the depositor can submit Form 15H only from
01/04/2018 i.e. next Financial Year
d. Branch action is in order as the depositor can submit Form 15H only on or after
01/01/2018

82. A Succession certificate granted by a District Court is valid

a. Within the district
b. Throughout the state
c Throughout the country
d Throughout the country if the amount does not exceed Rs. 10,000 outside the state

83. One can file the appeal against the award or decision of the Banking Ombudsman
rejecting the complaint within ______ days of the date of receipt of the Award,
A 7 Days
b. 15 Days
c. 30 Days
d. 90 Days

84. Maximum Limit on account of Compensation awarded by Banking Ombudsman?

a. 5 Lac
b 10 Lac
c 15 Lac
d 20 Lac

85. Banking Codes and Standards Board of India is registered as:

a Company
b Forum

Prepared by SBILD Aurangabad pg. 13

c Trust
d. Society

86. Under RTI Act the supply of information concerning the life or liberty of a person
should be furnished in
a. Within 24 hours of receipt of the application
b. Within 12 hours of receipt of the application
c. Within 48 hours of receipt of the application
d. Within 72 hours of receipt of the application

87. Banking Ombudsman Appointed under which Act?

a RBI Act
b BR Act
c SBI Act
d.NI Act

88. Consumer Disputes Redressal Forum at District level deals with the cases valuing
up to __
a. 10 Lac
b 20 Lac
c 50 Lac
d. up to Rs1Cr

89. Consumer Disputes Redressal Forum at State level deals with the cases valuing
up to ______
A More thanRs1Cr<=Rs 2 Cr
b. More thanRs2Cr<=Rs 4 Cr
c More thanRs4Cr< =Rs 5 Cr
d. More than Rs1Cr <=10Cr

90. Application received through a CAPIO, the CPIO has a time limit of ….... days from
the date of receipt of the application by the CAPIO:
a. 15 Days
b. 25 Days
c 35 Days
d 45 Days

92. One can file a complaint before the Banking Ombudsman if the reply is not
received from the bank within ….... after the bank concerned has received
representation/the bank rejects the complaint/if the complainant is not satisfied with
the reply given by the bank:
a. 1 week
b. 1 month
c. 3 Months
d1 Year

93. The apex appellate authority under the provisions of the Consumer Protection Act
is....
a. National Forum
b Session court

Prepared by SBILD Aurangabad pg. 14

c High Court
d. Supreme Court

94. Central Information Commission (CIC), at the time of deciding any complaint or
appeal has the power to impose a penalty of against the CPIO in the following cases
a Rs.250/- per day subject to a total of Rs.25,000/-
B Rs.500/- per day subject to a total of Rs.50,000/-
c Rs.1000/- per day subject to a total of Rs.100,000/-
d Rs.5000/- per day subject to a total of Rs.500,000/-

95. Who among the following can nominate

a. Administrator
b. Attorney
c. Adult Individual
d. Agent

96. Who among the following cannot nominate

a. Married Women
b Illiterate person
c. Minor
d Blind Person

97.As on officiating branch manager you have been called by the CPIO for some
clarification. Who is the CPIO?
A RM (RBO)
b. DGM (B&O)
c. GM (NW)
d. can't say

98 Membership of BCSBI for Banks

A Compulsory by RBI
b. Compulsory by Govt of India
c Voluntary
d. All are true

99. A locker cannot be given on hire to the following

a Minor
b. Illiterate person
c Clubs, societies and Associations
d. All the above

100. Mr X and Mr Y have a locker in joint names. Mr X is visually impaired. Mr Y wants

to operate the locker alone. Is it permitted?
a. Yes
b. No
c. Can't say
d depends on Mr. X

Prepared by SBILD Aurangabad pg. 15

 CASE LET NO.1

Mr. Anirudh, a senior IAS and a customer of Gandhinagar branch has complained that
his account has been debited by Rs. 40,000.00 in the night by some miscreants and
the amount was transferred to a savings account. The SMS came in the midnight and
he could not lodge the complaint. He has now given a compliant to Gandhinagar Main
branch for immediate refund along with compensation as per the bank’s norms. He
has also complained to BO, Ahmedabad along with a complaint to top officials to the
bank.

1. What is the modus operandi in this kind of fraud?

a. Shoulder Surfing.
b. Phishing
c. SMSishing
d. By OTP or CVV sharing or PIN sharing

2. Can the customer be compensated for this kind of frauds?

a. May be paid.
b. Analysis should be done to see the nature of fraud and the same to be advised
to customer and Banking Ombudsman.
c. No compensation to be paid.
d. "Should be paid as the customer is a reputed customer.

3. How do you deal with such cases and what is the compensation payable?
a. An analysis for the fraud to be done by taking reports like OTP/SMS to decide
the customers liability. Otherwise we have to pay for other reasons.
b. By sending a regret letter stating that the customer should stop digital banking and
start manual banking only.
c. The customer is not eligible for any compensation as it is his role to protect the
passwords.
d. Compensation can be paid as he is VIP customer so that the compliant does not
spread.

4. As a Banking Ombudsman, what would be your decision in such case?

a. To fix the liability of the bank / customer depending upon the evidence
submitted.
b. To give a decision in favour of the customer or the victim.
c. To give decision in favour of the bank and protect the bank.
d. To ask bank to settle the issue with the customer and pay him the compensation.

5. What is the best learning point from this episode?

a. There is no learning from such cases.
b. It is a cyber fraud and so such cases be handled by cyber experts only and not bank
officials.
c. It is not banks job to address such issues and leave alone for the customer and
cyber experts.
d. All such disputes to be settled logically with all relevant documents
substantiating the facts leading to frauds and setting the liability if proper sense

Prepared by SBILD Aurangabad pg. 16

 Case Let No. 2

Gaurav was posted as Branch Manager of a Scale III Branch (Sambhal) on his
promotion to MMGS-III. It is his first assignment as Branch Manager and reported at
the Branch on in the first week of July. Gaurav started taking over the charge, as
previous Branch Manager was relived well before his reporting to Sambhal Branch.
On 14th July, he received a call from a desk officer at RBO for the updation of details
in the Branch Darpan portal. As he heard the word the first time, he was unaware of
the task to be done. On 15th July (the last date for updation of Branch Darpan), the
Desk Officer, who was new to the RBO called Gaurav and assisted him in completing
the process. The next morning, he verified the Branch Darpan report, which was
updated with the direction of the Desk Officer at RBO. He found that maximum
fields/items were wrongly answered. The Branch score was only 65, and he felt very
unhappy. He made a call to the Desk Officer and asked him that the data fed in the
Branch Darpan portal is wrong. The Desk Officer has informed that he has guided as
per the last quarter’s report only and there was no provision for amending the report
and it can be updated in the next quarter only.

1. What was the category of the Branch on the basis of latest score?
a. Gold
b. Silver
c. Platinum
d. Bronze

2. How can Branch Darpan web site be accessed?

a. Through Internet
b. It is a mobile App available on Play store
c. Through SBITIMES under SSO
d. Through SBITIMES under My Workplace

3. Branch Darpan portal is not related to ………….

a. Brand Building and Customer Service
b. Premises and Infrastructure only
c. ATM maintenance
d. Overheads

4. What is not a parameter in Branch Darpan?

a. E-lobby of the branch
b. Infrastructure
c. Customer Service Essentials
d. Business Parameters

5. Branch Darpan is submitted on ……………. Basis.

a. Monthly
b. Quarterly
c. Half yearly
d. Annual

Prepared by SBILD Aurangabad pg. 17

 Case Study No. 1

An elderly Bengalurean who fell prey to hackers and lost Rs 10 lakh from his Axis
Bank account was at his wits end when the bank refused to help him track the fraud.
Finally, it took a city consumer court to cite an RBI mandate and come to the senior
citizen’s rescue. On December 16, 2019 the court ordered the bank to fully refund the
lost amount and pay for the complainant’s court expenses. On May 15, 2015, C K
Sreenathan, 65, of Promenade Road Layout in Fraser Town received an SMS alert
that Rs 10 lakh had been transferred from his current account at Axis Bank J P Nagar
branch through two transactions of Rs 5 lakh each. Realizing these online transactions
had been completed without OTPs (one-time password), the senior citizen rushed to
the branch and lodged a written complaint stating his account had been hacked.
Sreenathan also got a FIR registered with JP Nagar police.

The Branch Manager ascertained that Sreenathan’s money had been transferred
online to an HDFC bank account in Mumbai and an SBI account in Bhopal. When even
after a year-and-a-half, Axis Bank authorities failed to retrieve Sreenathan’s money
and cops too didn’t make any headway, the senior citizen approached the Bangalore
Urban II Additional District Consumer Disputes Redressal Forum on February 07,
2017 with a complaint against Axis Bank. When the Axis Bank received a notice/letter
from the Consumer Court, the Branch Manager was shocked and immediately rushed
to his controller to seek his help and guidance.

During the course of their conversation, the BM asked about how the consumer forum
cases are to be dealt with and he also enquired about the functioning of the forum like
who will be heading, the council of members, the periodicity of the meetings etc., At
the end , the controller has given some tips for effectively handling the case. While
Sreenathan maintained it was a fraudulent online transaction where passwords and
other security checks had been compromised, Axis Bank insisted that it was a
customer induced transaction. After three years of litigation, the judges pointed out
that the two transactions were carried out with the customer not receiving any OTP,
thus proving there was a security lapse at the bank’s end. The judges further slammed
the bank authorities for blaming the customer for no fault of his and failing to
investigate the fraud as per RBI guidelines. The norms say a customer has zero liability
and it is the bank’s duty to probe any unauthorized electronic transaction in case of a
complaint. The consumer forum held Axis Bank liable for deficiency of service and for
not being able to safeguard the money of a senior customer. The judges ordered the
bank to pay a full refund (Rs 10 lakh) to Sreenathan with interest from the day of loss,
apart from Rs. 10000.00 towards his court expenses.

Based on above study, pl answer the following questions-

Q No1. Which among the following is/are the basic rights of the consumer?
i. The right to be protected against the marketing of goods, products or services which
are hazardous to life and property;
ii. The right to be informed about the quality, quantity, potency, purity, standard and
price of goods, products or services to protect the consumer against unfair trade
practices.

Prepared by SBILD Aurangabad pg. 18

iii. The right to be assured, wherever possible, access to a variety of goods, products
or services at competitive prices
iv. The right to be heard and to be assured that consumer's interests will receive due
consideration at appropriate fora
v. The right to seek redressal against unfair trade practice or restrictive trade practices
or unscrupulous exploitation of consumers
vi. The right to consumer awareness
vii. The right to get cheaper loans"
a. All (i) to (vii) are the basic rights
b. (i) to (vi) are only the basic rights
c. (i), (ii), (iii), (iv), (v) & (vii) are the basic rights
d. (i), (iii), (iv), (v) & (vi) are the basic rights

Q No 2. Who is the chairperson of Central Consumer Protection Cell?

a. Ministry of Finance in Central Govt
b. "President of India or Vice President of India in his/her absence”
c. Minister-in-charge of the department of Consumer Affairs in Central Govt
d. Prime Minister of India

Q No 3. The Central Council shall meet as and when necessary, but at least one
meeting shall be held --- &the Central Council shall meet at such time and place as
the Chairperson may think fit and shall observe such procedure for transaction of its
business as may be prescribed.
a. Every Year
b. Every Half Year
c. Every Quarter
d. Every Month

Q No 4. "The Central Consumer Protection Authority shall have an Investigation Wing

headed by a Director General for the purpose of conducting inquiry or investigation
under this Act as may be directed by the Central Authority. Which among the following
is/are the Powers and functions of the Central Authority?
(i)Protect, promote and enforce the rights of the consumers.
(ii) Prevent unfair trade practices and ensure that no person engages himself in unfair
trade practices;
(iii). Ensure that no false or misleading advertisement is made of any goods or services
which contravenes the provisions of this Act or the rules or regulations made
thereunder;
(iv) ensure that no person takes part in the publication of any advertisement which is
false or misleading."
a. (i), (ii)&(iii)
b. (i), (iii) &(iv)
c. (ii), (iii) &(iv)
d. (i), (ii), (iii) &(iv)

Q No.5. Under which of the following circumstances, a customer is entitlement to zero

liability and the Bank is made liable for paying compensation?
a. Contributory fraud/ negligence/ deficiency on the part of the Bank (irrespective of
whether the transaction is reported by the customer).

Prepared by SBILD Aurangabad pg. 19

b. Third party breach where the deficiency lies neither with the bank nor with the
Customer but lies elsewhere in the system, and the customer notifies the Bank within
three working days of receiving the communication from the Bank
c. Where the customer reports the unauthorized transaction to the bank after 7 days
from the date of said transaction
d. Both A and B

Case Study No. 2

Mr. Neeraj Patel a MMGS-III official has been posted to Local Head Office, Customer
Service Department to handle the complaints received from different channels. Earlier,
he worked as a Branch Manager in one of the Semi-urban Centres and it was a
complaint free branch during his tenure. The customer Service Department is headed
by an Assistant General Manager, supported by a Chief Manager, a Manager, two
junior level officers etc., When he reported in the department, he was informed by the
AGM that so many complaints received from the customers, especially from the
Banking Ombudsman are pending and extra efforts need to be put in redressing the
grievances of the customers and also to educate the branches in reducing the number
of complaints.

The AGM has explained the Scheme of Banking Ombudsman like, who can be
appointed as the Banking Ombudsman, the salary/allowances payable, the tenure of
the BO, the compensation that can be awarded, the type/nature of complaints that can
be handled by the BO, the grounds on which the Banking Ombudsman can reject a
complaint etc., One day, a communication has been received from the secretariat of
the Banking Ombudsman advising the AGM of the department to meet the Banking
Ombudsman immediately. On that day both the AGM & Chief Manager of the
department were on leave due to some urgent works and as such Mr. Patel was
compelled to meet the Banking Ombudsman. In fact, he does not know the address
of the Banking Ombudsman Secretariat and where he is available.

When he tried to call the AGM and the Chief Manager over their mobile to find out the
address of the Banking Ombudsman’s office, their phones were switched off. As a
routine business, either of the AGM or the Chief Manager used to attend any Banking
Ombudsman related matters. But, with great difficulty Mr. Patel could meet the
Banking Ombudsman (by perusing the Google Maps) and a review of the pending
complaints was done by the Ombudsman.

1. Which among the following is true with regard to payment of compensation / passing
of an award by the Banking Ombudsman?
(i) The banking ombudsman could only pass an award (a direction or an order) of up
to Rs 20 lakh.
(ii) The banking ombudsman could only pass an award (a Direction or an order) of up
to Rs 10 lakh.
(iii) Additionally, the banking ombudsman can now grant a maximum compensation of
Rs 1 lakh for loss of time and money, harassment and mental anguish suffered by the
complainant

Prepared by SBILD Aurangabad pg. 20

a. "All (i), (ii) & (iii) are incorrect
b. "Only (i) & (ii) are incorrect
c. Only (ii) & (iii) are correct
d. Only (i), &(iii) are true

2. "Can the Ombudsman Reject a Complaint? If yes, please choose the correct option
from the following:
(i) Not on the grounds of complaint referred to in clause 8.
(ii) Otherwise not in accordance with Sub Clause (3) of clause 9
(iii)Beyond the pecuniary jurisdiction of Banking Ombudsman prescribed under
clause12(5) and 12 (6) (iv) Requiring consideration of elaborate documentary and oral
evidence and the proceedings before the Banking Ombudsman are not appropriate
for adjudication of such complaint
(v) Without any sufficient cause+E182 (vi). That it is not pursued by the complainant
with reasonable diligence
(vii) In the opinion of the Banking Ombudsman there is no loss or damage, or
inconvenience caused to the complainant.

a. "(i), (ii), (iii), (iv), (vi) & (vii) are true

b. (i), (ii), (iii), (iv), (v), (vi) & (vii) are true
c. (iv), (v), (vi) & (vii) are true
d. Ombudsman is not vested with powers to reject a complaint

3. Which among the following is true with regard to payment of compensation/passing

of an award by the Banking Ombudsman?
(i) The banking ombudsman could only pass an award (a direction or an order) of up
to Rs 20 lakh.
(ii) The banking ombudsman could only pass an award (a direction or an order) of up
to Rs 10 lakh.
(iii) Additionally, the banking ombudsman can now grant a maximum compensation of
Rs 1 lakh for loss of time and money, harassment and mental anguish suffered by the
complainant.

a. All (i), (ii) & (iii) are incorrect

b. Only (i) & (ii) are incorrect
c. Only (ii) & (iii) are correct
d. Only (i), & (iii) are true

4. Can the BO call the Branch Manager for any reconciliatory meeting?
a. "He cannot call for such meeting
b. He has the discretion to call for the meeting if deemed necessary.
c. Permission need to be taken from CGM RBI.
d. Permission need to be taken from CGM of the bank

Prepared by SBILD Aurangabad pg. 21

5. When is the closing day for the Banking Ombudsman?
a. 30-Jun
b. 31- March
c. 30-September
d. 31-December

************************************************************************************************

Prepared by SBILD Aurangabad pg. 22