Concurrent Audit Report ……………………………..

Branch
Month

Process Sub-process Test checks to be performed

Deposit Accounts Tab Banking Maintenance of register pertaining to TABs allocated to

the branch
Deposit Accounts Tab Banking Evidence of conduct of weekly reconciliation of TABs
allocated to the branch by Operations/Branch Head in
the Tab Register
Deposit Accounts Tab Banking In case of missing TAB, evidence of reporting the same
as per IT Policy
Deposit Accounts Tab Banking During physical verification at the branch on the date
of audit, custody of TABs is with designated official and
no TAB recorded as per TAB Register is missing

Deposit Accounts Tab Banking During physical verification at the branch, verify
following security features of the TAB
a. Device PIN to ensure only authorized person has
access to the tablet
b. Login to the CASA account opening tablet through
Windows / AD id and password login
c. User to device mapping to ensure that device is used
only by person to whom tablet is issue
d. MDM Software ensures only applications designed
for Axis Bank can be accessed
e. Encryption of images captured through the tablet

Deposit Accounts Tab Banking Only INSTAKIT accounts are opened through TAB

Deposit Accounts Tab Banking Availability of completely filled in and customer

authenticated account opening form for accounts
opened through TAB
Deposit Accounts Tab Banking Sourcing staff member has captured images of
following documents in TAB and these are clear
a. Original Customer Application Form (All 4 pages)
b. Original KYC Documents (ID & Address Proof)
c. Original MID
d. Initial Funding Proof (if available)
e. Declarations & Annexures (as applicable)
f. Photograph of the customer
g. Signature of the customer

Deposit Accounts Tab Banking Sourcing staff has taken TAB to customer's location for
opening TAB based account and details are updated at
the customer's location

Deposit Accounts Tab Banking Debit freeze in accounts opened through TAB has been
lifted only after branch verification and centralized
scrutiny
Deposit Accounts Tab Banking Branch officials have sent the account opening form
and related documents to CPU RMC within seven days
of account regularization

Deposit Accounts NRI Accounts NRI Accounts -NRO account credits and Debits

Deposit Accounts NRI Accounts Remittance to Non resident nominees NRO account on
account of death of account holder

Deposit Accounts NRI Accounts Availability of Fax and email indemnity

Deposit Accounts NRI Accounts Third party transactions / Account modifications not
processed on the basis of Fax/ Email request

Deposit Accounts NRI Accounts Intimation of change of resident status from NRO
account holder resulting in change of constitution in
Finacle.
Deposit Accounts NRI Accounts Follow up for cases where visa is expired
Deposit Accounts NRI Accounts Ineligible Credits in NRE accounts
Deposit Accounts NRI Accounts Lien not marked in NRE accounts
Deposit Accounts NRI Accounts Scheme change not permitted SBEZY to SBNRE

Cash Bulk Cash Points Cash deposited by Service provider is not processed or
processed with delay
Cash Bulk Cash Points 1. In cases where the customer is directly depositing
cash and a counterfeit note is detected, the counterfeit
note should be impounded and the acknowledgement
handed over to the customer.
2. Counterfeit notes detection in cash deposit by
service provider;
a) If there are 5 pieces or more of counterfeit notes in a
single transaction, FIR should be filed in the name of
the service provider, if service provider holds the
responsibility for examining the notes at customer area
before deposit to BCC.
b) If there are 5 pieces or more of counterfeit notes in
a single transaction, FIR should be filed in the name of
the customer, if service provider is only responsible for
collecting and depositing the cash in sealed boxed at
BCC
c)The counterfeit notes received are to be reported to
the Designated Nodal officer by BCC in charge

Cash Bulk Cash Points Bulk Cash Register not updated/ maintained.
Cash Bulk Cash Points a. Ensure activity of BCC is covered under CCTV
surveillance. CCTV recording should be preserved for a
minimum period of 90 days.
b. Existing armed guard deployed should also guard the
BCC. Additional unarmed guards may be deployed.
c. Adequate number of fire extinguishers, UV lamps,
emergency lights and NSM should be provided to the
BCC.
d. During the weekly verification of alarm / smoke
detector by the branch, verification of alarm / smoke
detector installed at the BCCs should also be included.
A consolidated verification should be recorded in Alarm
/ Smoke Detector Register.

Cash Bulk Cash Points Staff posted at BCCs should be rotated / transferred at
periodic intervals and should not be kept in the same
role for a longer tenure.

Cash Bulk Cash Points Only bulk cash is processed at the BCC
Cash Cash-Branch Control Cash, valuable and Inventory are under dual custody.
Mechanism CCTV records also confirms the dual custody
maintenance as per Key Register. One of the custodian
should be Branch Head or Head of Operations. The
keys between two officials should never be exchanged.

Cash Cash-Customer Service Cash counting machines at the payment counters

should normally have dual display system/ panels to
enable the customers to satisfy themselves about the
numerical accuracy of the notes issued. In case of some
old machines with single display, the machines should
be so placed that the display panel is visible to the
customers.

Cash Cash-Customer Service Time gap between Entry and Posting/ Verification

Cash Cash-Customer Service if) Providing of fresh/good quality notes and coins of all
denominations.
ii) Exchanging soiled notes.
iii) Adjudicating mutilated notes.
iv) Accepting coins and notes either for transactions or
in exchange.
v) Features of the banknote are prominently displayed

Cash Cash-Note Sorting As per the Clean Note Policy of Reserve Bank of India:
a) Currency note packets should not be stapled and
instead should be secured with paper bands. Adhesive
stickers / gummed tapes should also not be used on
note packets.
b) Branches should sort note into re-issuable and non-
issuable and issue clean notes to public.
c) Any kind of writing on the watermark window of
banknotes is strictly prohibited.
d) Cash handed to outsourced vendor for sorting
should be updated in Cash sorting register
Cash Cash-Note Sorting Cash payments made to customer and cash sorting by
cashier
Cash Cash-Cash Receipt Pay-in-slip including its counterfoil has been properly
filled-in and signed by the depositor.

Cash Cash-Cash Receipt Self declaration signed by third party depositor while
making cash deposit in the bank account declaring that
the funds are not deposited against winning of any
lottery / game / inheritance of property / loan etc.

Cash Cash-Note Sorting Machines Processing of all notes above Rs.100/-

Cash Cash-Ultra Violet Lamp Check Notes are processed under the Ultra Violet Ray lamp
and NSM.
Cash Cash-Counterfeit Notes (a) Counterfeit notes are not re-issued to the public or
Storage & Impounding remittances sent to other bank branches/RBI offices.
b) Counterfeit notes should be impounded with a
stamp ‘COUNTERFEIT BANKNOTE’ and impounded.
(c) Register is maintained and all the notes are
recorded

Cash Cash-Counterfeit Notes Receipt issued to tenderer for counterfeit notes

Documentation
Cash Cash-Counterfeit Notes FIR at Counterfeit banknotes detected in the cash received by
Police Station the branch should be forwarded to local police for
investigation by filing the FIR. FIRs are required to be
filed in respect of detection of 5 notes in single
transactions or consolidated monthly reporting of up
to 4 notes in single transaction

Cash Cash-Branch Control a) For all cash deposits of Rs 50,000/- and above, PAN
Mechanism should be insisted upon by the branches from the
customers, or Form 60 in lieu thereof.
b) Validate the PAN from Income Tax site
c) In case of accounts held in the name of Public /
Private Limited Companies and Partnership Firms,
Form 49A can be obtained in lieu of PAN
d) Etoken number is required to post the entry of cash
receipt above 50,000 duly authorized by BH/BOH

Cash Cash-Cash Closing a) Cashier should take a print-out of the Cash Receipt
Register/ Scroll (and Cash Payment Register /Scroll,
where applicable) and authenticate/ sign in token of
having tallied the figures.
b) All the packets should be recounted by a Cashier
other than the one who has prepared them. All packets
of denominations 1000 and 500 and 20 % packets of
denomination 100 should be hand counted. Cashier
recounting the cash should ensure that the cash has
been bundled properly and packet is signed by the
person who prepared it

Cash Cash-Late Cash Receipt Late cash receipt/unaccounted cash in branch custody

Cash Cash-Late Cash Payment Late cash payments

Cash Cash-Cash Payment - Cashier should receive the withdrawal / cheque and
Instrument Scrutiny verify that it is in order. For e.g.,
a) The cheque belongs to our Bank/ branch/ anywhere
banking cheque.
b) The cheque is not mutilated/ Post dated/ stale/ pre-
dated by unduly long period. (If the date on cheque is
not recent, reasons for delay in presentation should be
ascertained).
c) The amount in words and figures tallies.
d) The cheque is not crossed.
e) The cheque does not have any over-writings /
alterations requiring authentication by the drawer.
f) Cheques bearing date in Hindi are treated as valid
instruments

Cash Cash-Cash Payment - Signature a) If the cheque is an order cheque, it is correctly

Verification endorsed, the payee has come personally to collect the
cash and his identity is properly established.
b) The cheque is signed by authorized signatory/is as
per operating instructions and the signature/s tally
with those on the Bank’s record
c) It should be again checked that the receiver has
signed on the reverse of the cheque.

Cash Cash-Ultra Violet Lamp Check Self' instruments above Rs 25,000/- and all third party
for Instruments instrument are scanned under Ultra Violet Ray Lamp

Cash Cash-Petty Cash a) Expenses of small amounts within threshold of per

item of expenditure may be paid through Petty Cash.
Petty Cash Register should be maintained for the
purpose.
b) An advance may be provided to Cashier/ Cash-In-
Charge by debit to SA – Petty Cash Account
c) Individual bills/vouchers should be authorized for
payment by the officials as per the powers delegated
for the purpose. The recipient should sign on the
reverse of the bill/ voucher for receipt of cash.

Cash Cash-Petty Cash Entry should be reversed, on the last day of the month
by CAPHUB. The individual bills of expenses should be
aggregated under appropriate sub-heads of expenses,
as per the General Ledger accounts. The paid bills
should be attached with the voucher of that date.

Cash Cash-Petty Cash Balance of Petty Cash should be checked periodically

along with the other cash.
Cash Cash-Cash Payment in newly Heavy withdrawals in newly opened accounts should
opened accounts be monitored for a minimum period of six months.
Payment above Rs 25,000/- in such accounts should be
made after scanning through recent transactions,
particularly the credit entries, and satisfying about
their genuineness.
Cash Cash-Cash Closing a) The Cash-in-charge should write the Cash Balance
Register and verify / check the closing cash balance and
all vouchers / cheques etc. pertaining to cash receipt
and payment transactions everyday.
b) Before depositing the cash in safe, the Joint
Custodian of Cash should verify and sign the Cash
Balance Register and along with Cash In-charge check
the cash.

Cash Cash-Branch Control (a) The Branch Head (other senior official who is not
Mechanism one of the joint custodian of cash designated by
him/her) should carry out a detailed verification of cash
by surprise at least once in a fortnight and write
remarks to this effect in the Cash Balance Register
under his/her signature.
(b) STR- 8 is reported on fortnightly basis to controllers

Cash Cash-Cash Retention Limit Cash as on EOD is within CRL

Cash Cash-Cash Remittance - Entry a) The branch should enter the cash indent in CCMS
in CCMS (Inward Remittance Module) adhering to maker-
checker guidelines one day prior
b) The details are entered in CCMS denomination-wise.
If the total amount received tallies with the details
entered, the entry would be authorized by the branch/
Currency chest. Such entry would appear in CCMS
(Inward Remittance Module) as authorized and closed.
c) Whether user rights are given to CCMS software as
per extant guidelines

Cash Cash-Cash Remittance - a) Copies of the SLAs and exchange of letters for
Agreement for CIT agencies deployment of the Agency are held by the respective
branches
b) The updated lists containing the name, address,
photograph and signatures of the crew accompanying
the cash van i.e. Custodians, armed guards and driver
should be submitted by the CIT Agency to Currency
Chests on a half-yearly basis by the 10th of the month
succeeding the half-year end AND whenever there is a
change in their incumbency.

Cash Cash-Cash Remittance - Cash should be handed over to the CIT Agency only
Register Maintenance after passing the necessary entries in Finacle and
recording the details in the Cash Remittance Register
under authentication

Cash Cash-Cash Remittance - Branch a) Loading of cash to be carried out under CCTV
Control Mechanism coverage.
b) Cash Remittance to other banks should be through
Branch vehicle with an armed Guard and within limits.
Cash transportations should be as per Bank's extant
guidelines (Rs. 20 lacs to 50 lacs – one armed guard; Rs.
50 lacs and above – two armed guards)
Cash Cash-Cash Transactions above For cash transactions of Rs.10 Lacs and above Branch
10 Lacs Head / Operations Head should exercise enhanced due
diligence to ascertain the bona fide of the transaction
and recorded in the STR-9 register and return filling

Cash Cash-Soiled Notes a)Branches should accept / exchange soiled and cut
notes. Note presented should not be in more than two
pieces. No essential feature of the note should be
missing and complete number should be available in an
undivided area on one of the pieces.
b) Notes which have turned extremely brittle or badly
burnt, charred or inseparably stuck up together and,
therefore, cannot withstand normal handling, should
not be accepted by the branches for exchange.
c) Any note with slogans and message of a political
nature written across it or which is disfigured or
deliberately cut Notes should be rejected

Cash Cash-Soiled Notes Customer shall tender the notes along with DN-1 Token
form for mutilated notes in triplicate, mentioning his
name, address and contact number on the reverse of
the above form along with the details of the amount
along with the number of notes under each
denomination to be submitted for adjudication, duly
affixing his / her signature. All entries are entered in
DN2 register

Cash Cash-Soiled Notes In case a branch, for any reason, is not able to
immediately adjudicate the cut / mutilated notes
across the counter, it may accept and send such note
to the currency chest to which it is linked for
adjudication ensuring that the tenderer receives the
exchange value within a reasonable time, say a
fortnight.

Cash Cash-Soiled Notes FULL/HALF/ REJECT notes should be remitted by the

branches to the Currency Chests to which they have
been linked.
Cash Cash-Reconciliation Physical cash available in the vault is tallying with GL
account Balance of the previous day and denomination
as per the CBR.
Check that there are no Mutilated/ Counterfeit note
currency in the vault included in GL Balance.
Denomination wise entry in Finacle for all cash
transactions
Processed and unprocessed cash is maintained
separately
Cash Cash-Cash EOD/ BOD (1) Cash opening (BOD) and cash closing (EOD) should
be as per stipulated timelines

(2) Changes in the banking hours at the branch is done

as per extant guidelines

(3) Closure of branch is done as per guidelines (display

of notice at & outside branch on day other than a
public holiday)

Cash Cash-Excess / Short cash Accounting of cash receipts/payments as per the

mandates and excess/short is parked in office account

Cash Cash-Remittance Limit Remittance is done as per threshold

Cash Cash-BOD withdrawal Branch ensures that only need based cash is withdrawn
from cash vault
Cash Cash-NRO cash deposit Availability of declaration of valid/acceptable source of
funds for cash deposit in NRO account

Cash Cash-Unauthorized Staff Cash handling by the unauthorized person

Cash Cash-Reporting-Counterfeit Whether the reporting to the Nodal officer matches
Note with the counterfeit notes detected at the branch
(acknowledgement/ physical)
Cash Cash-Cash Payment Whether cash withdrawals from the accounts
maintained by Govt. Institutions are done following
extant guidelines / with due diligence

Cash Cash-Issuance of loose Whether issuance of loose cheques is done as per

cheques extant guideline including cases wherein loose cheques
are issued to non base branch customers
Thumb impression of illiterate is attested

Cash Cash-DD/TCDC/Remittances Non-issuance of DD/TCDC and remittances exceeding

beyond Rs.50,000/- Rs.50,000 by accepting cash

Cash Cash-DDs against cash deposit Availability of ID proof for DDs issued by accepting cash
above Rs.20,000
Cash Cash-Remittance - Special Security measures during cash remittances on special
circumstances circumstances in the state, such as general elections

Clearing CBSS Charges for CBSS facility are recovered as per

agreement with co-operative bank
Clearing CBSS Cheque return charges are collected based on rejection
reason updated in finacle
Clearing CBSS Cheques are accepted during business hours across the
counter against acknowledgement and is under CCTV
surveillance

Clearing Clearing-Re-presentation of Bank charges are levied only for non-technical reasons
Technical Return Cheques

Clearing Clearing-Fugitive Ink Test Branches subject all instruments of Rs. 2 lacs and
above to the Fugitive Ink test.
Clearing Clearing-UV Checking a) UV verification is to be done for below thresholds;
- Inward Clearing Instruments - Rs. 50,000/- and above
- Outward Clearing Instruments -cheques of Rs. 25,000
& above
Clearing Clearing-Clearing Office a/c Clearing office account is zeroised by day end

Clearing Clearing-Accounting of Bank Match the debit in bank statement with the debit in
Charges mirror account ( Applicable for branches

DP Business Handling of Demat Custody and safekeeping of DIS books stock

DP Business Handling of Demat DIS issuance slip & issue register
DP Business Handling of Demat DRF received from customer sent immediately and
entry made in DRF register
DP Business Handling of Demat Rejected DRFs received from DP Section disposed
immediately and entry made in rejected DRF register

DP Business Handling of Demat Complaints to be entered in Investor Grievance

Register and resolved timely under authentication of
Branch Head / Operations Head

DP Business Handling of Demat Unexecuted DIS are supported by written

confirmation / instruction of the customer.
DP Business Handling of Demat Instances of pending DP charges
DP Business Handling of Demat Irregularities pointed by the concurrent auditors at DP
section attended and closed
DP Business Handling of Demat BH/OH supervision over List of Depository Services
Provided, Deadlines for Acceptance of DIS and Holiday
List for calendar year are displayed at a prominent
place in the branch premises where depository services
are provided

DP Business Handling of Demat Returned / undelivered welcome kits for demat

accounts are kept under joint custody by branch &
timely disposed in appropriate manner(destroyed or
delivered).

DP Business Handling of Demat All de-materialization requests are entered in DP

Secure system by the maker & the same is checked by
the authorizer with the physical certificates (Maker
Checker). The same are also cross checked at
Centralized DP desk before sending the same for de-
materialization.

DP Business Handling of Demat Documents/process as per NSDL guidelines have been

obtained for account modification

DP Business Handling of Demat Charges are collected as per product feature and
adequate follow for pending charges
DP Business Handling of Demat (a) "Best Effort" stamp is affixed after cut-off time of
branch
(b) DIS slip is processed within reasonable time
compared to the time mentioned on the DIS request
(c) Faxed delivery instructions are accepted only after
obtaining suitable fax indemnity from the clients.
Original instruction is collected within three days from
the date of receipt of fax instruction (Cir. CM/217
dated 18.09.06.)

Government Business Franking and non-judicial Amount loaded in franking machine or amount of non-
stamp paper judicial stamp papers purchased is not exorbitantly
high
Government Business Franking and non-judicial Circle Head approval is obtained for each upload in
stamp paper franking machine
Government Business Franking and non-judicial a. Daily reconciliation of balance in SA/STAMPS
stamp paper account with the amount as per franking machine and
value of unused non judicial stamp paper has been
evidenced in the register by the official concerned
b. Branch/Operations head has verified the
reconciliation on daily basis
c. Difference is reported to controllers

Government Business Franking and non-judicial During physical verification at the branch , balance as
stamp paper per SA/STAMPS account on the day of audit should
tally with amount outstanding as per franking machine
and value of unused non judicial stamp papers in hand

Government Business Franking and non-judicial Branch officials have accounted 1 % amount of the
stamp paper total amount updated in franking machine as
commission
Government Business Franking and non-judicial Branch officials have recovered the amount of franking
stamp paper or non-judicial stamp papers from the customers

Government Business Franking and non-judicial a. Original franking license is available at the branch
stamp paper b. Branch officials have recorded franking license in
Branch Document Register
c. Franking license is not expired

Government Business Franking and non-judicial Branch is not having custody of non judicial stamp
stamp paper paper procured six months earlier or branch may not
write off the value of non-judicial stamp paper
procured six months earlier

Government Business Franking and non-judicial Physical non-judicial stamp papers available at the
stamp paper branch should be in the name of Axis Bank Limited

Government Business Franking and non-judicial Charges paid to stamp vendor for procuring non-
stamp paper judicial stamp papers are debited to Misc. Expenses
account in FINACLE
Government Business Franking and non-judicial Working condition and upkeep of the machine
stamp paper
Government Business Franking and non-judicial Collection of charges at the time of franking
stamp paper
Government Business Franking and non-judicial Verification of safe custody of non-judicial stamp
stamp paper paper and register entries
GST Collection GST Collection GST is collected on transactions executed at the
applicable rates
Government Business Government Business Issue of paper token in acknowledgement of cheques
drawn on other banks received for tax collection in
each case
Government Business Government Business a. Custody of stamped challans with the bank officials
b. Handing over the stamped tax challans to the tax
payer only on submission of paper token

Government Business Government Business Each Tax Challan contain Bank’s BSR code and Challan
Identification Number (CIN).
Government Business Government Business Agency commission is calculated as per rates
prescribed in RBI master circular dated July 1, 2015 on
Conduct of Government Business by Agency Banks -
Payment of Agency Commission
(correctness of number of transactions, error scroll
transactions to be excluded)
Government Business Government Business Agency commission is calculated for the transactions
prescribed in RBI master circular dated July 1, 2015 on
Conduct of Government Business by Agency Banks -
Payment of Agency Commission

Government Business Government Business Agency commission is claimed on monthly basis

Government Business Government Business For claiming agency commission, Certificate from ED /
CGM (in charge of government business) to the effect
that there are no pension arrears to be credited /
delays in crediting regular pension / arrears thereof

Government Business Government Business a. The existence of effective complaint redressal

mechanism
b. Prompt and qualitative resolution of pensioner's
complaints

Government Business Government Business a. The Bank has categorized the pensioners as per the
RBI guidelines
b. The Bank has given facilities to old/ sick/ disabled/
incapacitated pensioners for withdrawal of pension as
per RBI guidelines in para 13 & 14 of RBI master
circular on Disbursement of Government Pension
dated July 1, 2015

Government Business Government Business Pensioner's satisfaction about pension related services
offered by The Bank
Government Business Government Business a. Structured discussion with the pensioners by the
Branch Manager, at least on quarterly basis
b. Resolution of the issues raised at such a meeting

Government Business Government Business a. Training program conducted by Govt department in

respect of pension payments
b. Staff members handling pension payments are
aware about social impact

Government Business Government Business Declaration from the joint account holder in token of
having accepted the terms and conditions laid down by
the Ministry/Government concerned

Government Business Government Business In case of jointly operated pension account, the other
account holder is spouse of the pensioner

Government Business Government Business In case of jointly operated pension account, the mode
of operations is always "Either or Survivor"

Government Business Government Business Each pension account has nomination

Government Business Government Business Availability of Pension Payment Order / instructions

from authorized officials of the Government

Government Business Government Business (a) The pension is credited within last four days of the
month and on the first day of April for March
(b) In case of delay interest is paid(@ 8 %)

Government Business Government Business Pension paid is calculated as per Pension Payment
Order and guidelines, not resulting into excess or short
payment of pension
Government Business Government Business Revision of pension, revision in Dearness Relief etc.
have been made without delay ( Revision orders at
website of Ministry of Personnel, Public Grievance and
Pensions (http://www.persmin.nic.in)

Government Business Government Business Bank has restored full pension after 15 years as
indicated in PPO itself, without delay
Government Business Government Business a. Recovery of excess pension paid from pensioner's
account as per RBI guidelines
b. In case recovery is not possible from pensioner's
account, the excess pension paid due to Bank's error
has not been recovered from the Government

Government Business Government Business Excess pension paid has been refunded to the
Government
Government Business Government Business Pension slips have been issued to pensioners every
months
Government Business Government Business Maintenance of pension record in the prescribed form

Government Business Government Business Extent of Digital Life Certificates submitted by the
pensioners
Government Business Government Business Biometric scanners are attached to the desktop/laptop
of the branch official where the Jeevan Praman
application is operational

Government Business Government Business a. The record keeping of Physical Life Certificates
received from the pensioners
b. Acknowledgment given to pensioners for receipt of
physical life certificate

Government Business Government Business Entry made in FINACLE for receiving physical life
certificate
Government Business Government Business a. Obtention of Life Certificate/ Non-employment
certificate/ Employment Certificate in the month of
November every year for each pension account
b. Blocking of pension in case above certificates have
not been submitted by the pensioners

Government Business Government Business a. The Bank has stopped the pension payment after the
death of pensioner has been informed to the Bank
b. In case death of pensioner has been informed after
one month of death, The Bank has recovered pension
paid for more than one month after the death of
pensioner

Government Business Government Business a. The Bank has claimed amount of pension paid to
pensioners during the month from RBI and received it
in time
b. RBI has not deducted any amount for wrong or
ineligible claims

Government Business Government Business a. The Bank has sent pension scroll for defence
pensioners to RBI by 11th of the next month
b. The defence pension scrolls are sent for all defence
pensioners serviced by The Bank
c. The first pension payment scroll are separate

Government Business Government Business Pension Payment Order is accurately updated with
details of pension payment
Government Business Government Business Deduction of income tax
a. At correct rates
b. On correct amounts

Government Business Government Business Bank has issued TDS certificate to the pensioner, where
tax has been deducted from pension paid

Government Business Government Business a. Reporting of government banking transactions on

timely basis
b. Completeness and accuracy of the data submitted in
the Annexure I and II to RBI

Government Business Government Business Genuineness of PPOs is verified by the Nodal branch by
comparing specimen signatures and facsimiles of
special seal and personal identification is done for the
first payment of pension Central civil / Defence /
Railway pensioners,

Government Business Government Business Copy of the PPO along with documents / certificate
obtained from pensioners duly authenticated (on all
pages) by Branch Head under cover note with details of
documents / certificate enclosed are forwarded to
Pension Payment Hub

Government Business Government Business Scroll and challans are forwarded to Nodal Branch

Government Business Government Business Facility of downloading challan form No. 280 and 281
with pre-printed PAN / TAN No. is adequately
publicized at Branch
Government Business Government Business Availability of challan movement register

Government Business Government Business Completeness of customer details on challan

(PAN/TAN, amount in word & figures , name etc.)

Government Business Government Business E-Payment request forms & not physical challans are
obtained in respect of ITNS 280, 282 & 283 along with
transfer cheque / debit authority and amount is
credited to ePayment Pool account on same day and
updated in OLTAS

Government Business Government Business CBDT e-Payment pool account is zeroised same day

Government Business Government Business Branch maintains and updates separate dispatch
register for recording details of the challans sent to
Nodal Branch
Government Business Government Business (a)User IDs assigned to the officials for CBDT epayment
processing are recorded in register and acknowledged
by them
(b) Entered is done by an authorized official through
TIN-NSDL site using corporate login ID & password

Government Business Government Business Verification of Monthly reconciliation with ZAOs

Government Business Government Business E-payment requests are accepted for customers by
transfer/RTGS/NEFT of funds to CBDT e-payment pool
account and cash / clearing credits are not accepted
therein

Government Business Government Business Error and modification requests

Inventory / Deliverables Deliverable Management On the date of audit, the stock of following deliverables
in sealed condition is tallying with NETS record and
register maintained
a. Welcome Kits
b. Cheque Books
c. Debit Cards
d. PINs for Telebanking, I-connect and Debit cards
e. Retained Debit Cards (Axis Bank and Other Bank)
f. Returned Demat Welcome Kits
g. Returned Delivery Instruction Slip Booklets

Inventory / Deliverables Deliverable Management Custody of Welcome KITS/Cards and PINS is not with
the same person during physical visit

Inventory / Deliverables Deliverable Management On the date of audit, the stock of deliverables is under
dual custody in the Vault at the start of the day

Inventory / Deliverables Deliverable Management On the date of audit, the stock of deliverables is kept in
the locked box
Inventory / Deliverables Deliverable Management Keys of locked boxes are with custodian mentioned in
the Keys Register
Inventory / Deliverables Deliverable Management Second / Third Set of Keys of locked boxes are with
Branch Operations Head mentioned in the Keys
Register with authorization
Inventory / Deliverables Deliverable Management Reconciliation of deliverables on daily basis by
custodians and confirmation of the same by Operations
Head
Inventory / Deliverables Deliverable Management Existence of agreement with courier agency for
dispatch of deliverable to the customer and approval of
Cluster/Circle office
Inventory / Deliverables Deliverable Management A clause in the agreement to the effect that courier
agency should not hand over deliverables at address
other than as per Bank's records

Inventory / Deliverables Deliverable Management a. Dispatch of welcome KITS / cards and PINS by
separate courier agencies
b. Dispatch of welcome KITS / cards and PINS on
different dates if by post

Inventory / Deliverables Deliverable Management Deliverables received directly from CPU are updated as
"Inward" and deliverables returned by courier agency
for non-dispatch as "RTO Inward"

Inventory / Deliverables Deliverable Management Entry of each deliverable received at the branch in the
inward register on the same date

Inventory / Deliverables Deliverable Management a. Availability of field visit report signed by the visiting
staff other than sourcing staff and confirmation by
Branch Operations Head/Branch Head for Welcome Kit
and due diligence for other deliverables
b. Action taken on irregularities documented in the
report
c. Visit should be before one month of the date of
receipt of deliverables at the branch
Inventory / Deliverables Deliverable Management Corrective action has been taken such as destruction of
Welcome KIT, putting total freeze on the account,
informing Cluster Head/Circle Head, Filing STR in
consultation with FCMU/Circle RBO, sending notice for
closure of account and closure of account

Inventory / Deliverables Deliverable Management a. Availability of acknowledgement of customer for

receiving deliverable
b. Availability of copy of identity proof obtained at the
time of delivery
c. Authorization by branch head/branch operations
head

Inventory / Deliverables Deliverable Management a. Recording of dispatch of deliverable, the date, mode,
acknowledgement of receipt of deliverable by the
customer
b. Recording in Outward Register of dispatch of
deliverable

Inventory / Deliverables Deliverable Management Deliverables are not handed over to ASM/BSM/Officer
sales, except to these officials at foreign locations for
NRI customers at foreign locations

Inventory / Deliverables Deliverable Management a. Deliverables are destroyed after 30 days for central
and informed to controllers(Deliverables are treated as
in custody from the last return instead from the date it
was first inwarded to count the 30 days custody.)
b. Retained debit cards are destroyed after 15 days of
custody at the branch
c. Destruction is done under dual custody

Inventory / Deliverables Deliverable Management Record of debit cards retained (Axis Bank and Other
Bank) at the branch is kept as per instructions of the
circular

Inventory / Deliverables Deliverable Management (a) Whether branch ensures that in cases where A/cs.
are closed after destruction of welcome kits, DD in the
name of account holder from the balance of account is
prepared & same is kept in the custody of Branch
Head / Operations Head

(b) Whether branch ensures that such DDs are handed

over to the beneficiaries after proper identification

Inventory / Deliverables Gold Coin Physical stock with stock as per system and register

Inventory / Deliverables Gold Coin Custody of the gold coins

Inventory / Deliverables Gold Coin Gold coin documentation

Inventory / Deliverables Gold Coin Entry in metagrid software

Inventory / Deliverables Gold Loan Gold ornaments and coins are stored in a transparent
tamper - proof plastic bag in the Almirah under joint
custody of the Gold Loan Operation Manager - Branch
and FDO. Maintenance of dual custody registers.
Inventory / Deliverables Gold Loan Separate portable hand safe used for storage of gold
ornaments / gold coins during the day by the Gold Loan
Official. End of the day entire gold is transferred to the
Almirah kept in Vault under joint custody

Inventory / Deliverables Gold Loan Packets in sealed condition under signatures of joint
custodians and borrower with all details like account
no., loan amount etc. written on the pouches at the
place provided.

Inventory / Deliverables Gold Loan Gold loan account closed after receiving clear funds for
credit to the loan account. Only after loan amount is
zeroised, the security (gold ornaments / coins) are
released.

Inventory / Deliverables Gold Loan Acknowledgement or receipt of the borrower for

having received gold ornaments / coins provided as
collateral at the time of loan closure

Inventory / Deliverables Security Form Physical stock position vis-à-vis system report

Inventory / Deliverables Security Form Physical stock & system stock position vis-à-vis stock
position as per register
Inventory / Deliverables Security Form Customer request, entries in stock register & cheque
book issue register and customer's acknowledgement

Inventory / Deliverables Security Form Cheque book entry in the customer's account

Inventory / Deliverables Security Form Cheque book issued to customer's account beyond
stipulated limits
Inventory / Deliverables Security Form Custody of unused DDs

Inventory / Deliverables Security Form Entries in Eshop software and stock register

Inventory / Deliverables Gold Loan (1) Availability of weighing scale machine and
certificate
(2) Procurement from authorised vendor as advised by
corporate centre

KYC/AML KYC/ AML Customer Due diligence is done by obtention of OVD

for Individuals
KYC/AML KYC/ AML Customer Due diligence and Identification of Beneficial
owner is done for Entity accounts by obtention of
Entity documents & OVD for signatories/ beneficial
owner

KYC/AML KYC/ AML Permanent account number (PAN) of customers is

obtained and verified with PAN site before customer
onboarding. Form 60 shall be obtained from persons
who do not have PAN.

KYC/AML KYC/ AML Details updated in Finacle are as per Customer

declaration
KYC/AML KYC/ AML Customers are categorized as Low, Medium & High
based on the assessment and risk perception by the
Bank. Risk categorization is undertaken based on
parameters such as customer’s identity, social/financial
status, nature of business activity, and information
about the clients’ business and their location etc. While
considering customer’s identity, the ability to confirm
identity documents through online or other services
offered by issuing authorities may also be factored in.

KYC/AML KYC/ AML Quarterly review of risk categorization of accounts is

done by FCDMS.
KYC/AML KYC/ AML No account shall be opened in the name of
individuals/entities suspected of having terrorist links,
which are approved by and periodically circulated by
the United Nations Security Council (UNSC).
(a) The “ISIL (Da’esh) & Al-Qaida Sanctions List”
(b) The “1988 Sanctions List”
Details of accounts resembling any of the
individuals/entities in the lists shall be reported to FIU-
IND apart from advising Ministry of Home Affairs as
required under UAPA notification dated August 27,
2009.

KYC/AML KYC/ AML On-going employee training programme shall be put in

place so that the members of staff are adequately
trained in AML/CFT policy. The focus of the training
shall be different for frontline staff, compliance staff
and staff dealing with new customers. The front desk
staff shall be specially trained to handle issues arising
from lack of customer education.

KYC/AML KYC/ AML It shall be ensured that appropriate KYC procedures

issued from time to time are duly applied before
introducing new products/services/technologies.
Agents used for marketing shall also be subjected to
due diligence and KYC measures

KYC/AML KYC/ AML Preserve the records pertaining to the identification of

the customers and their addresses obtained while
opening the account and during the course of business
relationship, for at least five years after the business
relationship is ended

KYC/AML KYC/ AML Information collected from customers for the purpose
of opening of account shall be treated as confidential
and details thereof shall not be divulged for the
purpose of cross selling, or for any other purpose
without the express permission of the customer.
KYC/AML KYC/ AML 1. Customers should fill up the AOFs, especially the
nomination forms. The signature(s) of the customer(s)
should be obtained only after the AOF is completely
filled up in the presence of the branch account sourcing
official.
2. If customer does not want nomination, same should
be obtained in writing
3. Scrutiny of the original KYC documents by the
account sourcing official is mandatory. Crosschecking
the personal information of the customer across the
KYC documents post which the sourcing official may
certify having verified the photocopies with the
originals.
4. In cases where an existing SB customer wishes to
open a current account in his/her individual name,
ascertain the reasons for the same record in the
customer profile sheet attached to the Current Account
Opening Form, duly signed by BH/ OH

KYC/AML KYC/ AML 1. Branch official should visit the given address without
prior intimation & assistance from the customer.
2. If applicant is a tenant, the landlord has to be
compulsorily contacted. The details should be
mentioned in the field verification report.
3. A call should be placed by the branch official at the
contact numbers provided by the customer in order to
confirm its authenticity.
4. In cases communication address is beyond the
geographical domain of the branch, the verification
should be done by the branch nearest to the
mentioned address. The FV Report signed by the
official and confirmed by OH/BH is to be sent to the
base branch.
5. The FV report should be scrutinized and duly
approved by the BH/ OH by countersigning the same
KYC/AML KYC/ AML 1. The BDEs/BDOs/Field Officer/FDO under no
circumstances should accept cash from prospective
customer / existing customer for deposit.
2. Any customer wishes to open an account with initial
deposit by cash, should submit personally at the
branch.
3. BH / OH should scrutinize the AOF & KYC documents
and interview the customer. Same should be noted in
the interview form and attached with the AOF. The
BH/ OH should authorize and sign the pay-in-slip with
remarks ‘Please Accept Cash’ duly verified by teller
accepting cash.
4. Initial funding in cash should be restricted to an
amount less than Rs.50,000/-. For refund to the
customer above Rs.20,000/- in case of rejection of AOF
same has to be done through DD/PO. An
acknowledgement to that effect should be obtained
from the customer on the reverse of the pay-in-slip.

KYC/AML KYC/ AML Mandatory second level field verification by the BSM
for least 10% (non insta kits accounts) / 20% (insta kits
accounts) of the accounts sourced by BDE in the
previous month should be conducted independently
without prior intimation to the customer or tipping-off
the sourcing official.
A detailed report on the findings of the second level
field verification should be prepared and signed by the
BSM duly countersigned by the OH / BH.
In case of deviation / suspicion, the account should be
frozen by the branch in consultation with Circle RBO
Head till the genuinity of customer is confirmed, under
advice to RBO-CO.
KYC/AML KYC/ AML De-dupe process would be applied to all AOFs. Key
parameters are Aadhar, Mobile number and email id
for Retail Customers and Corporate Identification
Number (CIN) for Corporate Customers. In case
multiple matches are found of the same customer, the
account will be processed with the latest CIF ID created
in the system - a separate communication will be sent
to the branches to contact the customer and initiate
merging/suspension of other Cust-IDs in favour of the
latest ID. Fields like Name, Date of Birth, PAN number,
Address, City, Pin Code will be replaced in Finacle for
existing CIF ID with the latest data captured from the
AOF to ensure that the most recent and valid
information is available on the core systems
There may be a few doubtful cases which shall be
referred to the branches for confirmation. The form
may be kept on hold for a maximum of 48 hours for
Branch confirmation, failing which it may be rejected or
processed with new CIF depending on the compliance
approved decision matrix.

KYC/AML KYC/ AML Customers acknowledgement

KYC/AML KYC/ AML Resident account of recently turned NRI customer is
first converted to NRO account
KYC/AML KYC/ AML Staff is holding multiple accounts with different CIF id's

KYC/AML KYC/ AML Newly opened accounts are linked to aadhar

Existing accounts are linked to accounts
KYC/AML KYC/ AML A system of periodic review of risk categorization of
accounts, with such periodicity being at least once in
six months, and the need for applying enhanced due
diligence measures shall be put in place.

KYC/AML KYC/ AML Periodic updation of KYC shall be carried out at least
once in every two years for high risk customers, once in
every eight years for medium risk customers and once
in every ten years for low risk customers.

KYC/AML KYC/ AML Letters sent to customers centrally based on the risk
categorization of the accounts. Branches to follow up
with eligible customers on a fortnightly basis against
the list (eligible for re-KYC) available at Branch
Analytics

KYC/AML KYC/ AML (a) Intimation to customers on imposition of

transactional restrictions in accounts where re-KYC is
not updated after the date of the first letter, i.e.
i. Debit freeze at 6 months
ii. Total freeze at 12 month
(b) Post marking of freeze, customers can place
request for closure which would be processed without
submission of re-KYC.
KYC/AML KYC/ AML Savings accounts can be opened in the names of:
a) Individuals (single or joint).
b) Joint Hindu Families (HUFs)
c) Associations, Clubs, Societies etc.
d) Trusts.
e) Institutions, specifically permitted by Reserve Bank
of India.
f) Any other institution working for the welfare of the
weaker and under-privileged sections of the society
should apply to RBI through Central Office seeking
permission for opening of account

Savings accounts should not be opened in the names of

organizations / institutions specifically prohibited by
the RBI. Savings accounts should not also be opened in
the names of trading, business or professional
concerns. In exceptional cases, where such accounts
are opened for genuine reasons, with the approval of
Branch Head, no interest should be paid on such
deposits.

KYC/AML KYC/ AML Current accounts can be opened in the names of:
a) Individuals (Single or Joint)
b) Proprietorship Concerns
c) Partnership Firms
d) Joint Hindu Family Firms (HUF)
e) Limited Companies
f) Association, Clubs, Societies etc.
g) Trusts including NGOs
h) Executors and Administrators and Liquidators
i) Provident Funds
j) Banks

Current accounts should not be opened for blind

persons and illiterate persons.

KYC/AML KYC/ AML Details of the customers existing bank accounts should
be obtained at the place provided for in the AOF. If the
customer is enjoying credit facilities with other bank/s,
before opening a current account, a due diligence
should be carried out and the lending bank/s should be
informed about the intention of the customer for
opening the account. A copy of the letter should be
attached with the AOF. If no response is received from
them within a fortnight, the account may be opened. If
a response is received within a fortnight, the situation
may be assessed with reference to information
provided by the bank. A formal no objection is not
needed.
KYC/AML KYC/ AML Minimum balance is different for different schemes/
products. Stipulation of minimum balance and charges
for non-maintenance of balance recovered and
balance in the savings account has not turn into
negative balance solely on account of levy of charges
for non-maintenance of minimum balance.

KYC/AML KYC/ AML Facilities offered and charges recovered are as per the
Product Manual shared with the customer

KYC/AML KYC/ AML Minimum balance is different for different schemes/

products. Stipulation of minimum balance and charges
for non-maintenance of balance recovered.

KYC/AML Non Resident Ordinary a. Availability of identity proof confirming the status as
Accounts NRI or PIO in the same name on the account opening
form and signature of account holder is matching with
the form
b. Passport should be unexpired on the date of account
opening

KYC/AML Non Resident Ordinary (a) RBI approval has been obtained before opening
Accounts (foreign nationals) NRO account for entities owned by
Pakistani/Bangladeshi national or account by Pakistani
national
(b) Nigerian account are opened with BBPAG approval

KYC/AML Non Resident Ordinary FRO/FRRO permit in the same name of Bangladeshi
Accounts (foreign nationals) national has been obtained in case of NRO account of
Bangladeshi national opened without RBI approval

KYC/AML Non Resident Ordinary VISA details as per VISA documents have been updated
Accounts (foreign nationals) in FINACLE at the time of account opening

KYC/AML Non Resident Ordinary Repatriation of balance in NRO account of foreign

Accounts (foreign nationals) national held for less than six months and not having
local funds credited
KYC/AML Non Resident Ordinary Repatriation of balance in NRO account of foreign
Accounts (foreign nationals) national held for more than six months with RBI
Regional Office approval and not having local funds
credited or closure leading to repatriation

KYC/AML Non Resident Ordinary a. Availability of details concerning accounts of

Accounts Bangladeshi national as per RBI norms
b. Details of accounts opened by Bangladeshi Nationals
are reported on quarterly basis to Head Office and
consolidated report to Under Secretary (Foreigners),
Ministry of Home Affairs, NDCC-II Building, Jai Singh
Road, New Delhi - 110 001 E Mail. (completeness and
accuracy)

KYC/AML Non Resident Ordinary Availability of confirmation of admission to educational

Accounts institute, address proof and field verification on Indian
address

KYC/AML Non Resident Ordinary Adequate documents obtained for allowing operations
Accounts by LOA/POA
KYC/AML Non Resident Ordinary First holder is NRI in case of joint account with
Accounts residents
KYC/AML KYC/ AML A rubber stamp with certification “Cheque given
towards initial funding is drawn in the name of Mr./Ms.
___ for opening of account under Insta Kit No. _____”
is affixed on the pay-in-slip & is certified by BH/OH

KYC/AML KYC/ AML Transactions in the accounts (including small accounts)

not in line with the customer profile

Safe Deposit Locker Safe Deposit Locker Locker type and size in Suraksha corresponds to the
physical locker installed at the branch

Safe Deposit Locker Safe Deposit Locker a. Existence of waiting list

b. Queue of waiting list is not altered
c. Each locker applicant has been given wait list
number
d. In case locker is hired without wait list queue, the
justification should be documented

Safe Deposit Locker Safe Deposit Locker a. Locker facilities have been provided to visually
impaired person who has requested for the same
b. Locker facility has been provided jointly with
another person (may or may not be relative)
c. The mode of operation in case of joint hire is only
"jointly"
d. The locker agreement bears thumb
impression/signature of visually impaired person and
witnessed by a independent person by writing name,
address and signing the form
e. The branch official should refer to the photograph of
the visually impaired person to establish identity

Safe Deposit Locker Safe Deposit Locker a. Safe Deposit Locker is not allotted to minor
b. Safe Deposit locker is not allotted to staff member
jointly with other than family members
c. Justification for hiring of more than three lockers of
any size by one hirer
d. CIF ID is created for locker hirer who is not account
holder of Axis Bank
e. Re-KYC due but locker allotted

Safe Deposit Locker Safe Deposit Locker a. Existence of locker application form and other
required documents while hiring locker
b. In case of illiterate locker hirer or hirer has not
signed the locker agreement in English, declaration in
Annexure II to be obtained from a person known to
hirer who is not an Axis Bank staff

Safe Deposit Locker Safe Deposit Locker a. Maintenance of Safe Deposit Locker Ledger as per
the format prescribed in the circular and updating
details of all lockers hired in Suraksha

Safe Deposit Locker Safe Deposit Locker Inclusion of the clause giving the Bank right to cancel
the allotment or open the locker, in case locker is not
operated for more than a year
Safe Deposit Locker Safe Deposit Locker Acknowledgement by the locker hirer for receiving the
agreement for locker hire
Safe Deposit Locker Safe Deposit Locker Embossing of identification code of Bank and branch
sol id on the locker keys as "AXISXXXXX". "XXXX" is the
sol id of the branch before locker is hired

Safe Deposit Locker Safe Deposit Locker Acknowledgement by the customer for receiving the
key mapped to the locker hired
Safe Deposit Locker Safe Deposit Locker Compliance with KYC norms in case locker hirer/LOA is
not existing customer and risk rating is assessed

Safe Deposit Locker Safe Deposit Locker Locker hirers are not compelled to keep term deposits
in excess of 3 years rent and break open charges

Safe Deposit Locker Safe Deposit Locker Display of notice containing matter as per circular no
RBO/MC/5/2014-15 dated Dec 22, 2014

Safe Deposit Locker Safe Deposit Locker a. Obtaining discharge certificate as per circular no
RBO/MC/5/2014-15 dated Dec 22, 2014 in each case of
locker surrender/exchange
b. Signatures of all locker hirers as per specimen on the
Bank's record

Safe Deposit Locker Safe Deposit Locker a. Recovery of overdue rent before surrender of locker
b. Confirmation that original key has been surrendered
by perusing the key number and name of manufacturer
as per Suraksha records
c. Surrendered locker keys and exchanged keys are in
sealed envelop and under dual custody
d. Availability of Key Swapped Report on fortnightly
basis
e. Refund of locker rent on prorata basis to the hirer's
account

Safe Deposit Locker Safe Deposit Locker Interchange of locks of locker before hiring in case
same locker has been hired earlier
Safe Deposit Locker Safe Deposit Locker a. Availability of written intimation from the customer
for loss of leys, breaking open the locker and payment
of charges for change of locks
b. The signatures of locker hirers should be as per
specimen on the Bank's record and to be signed by all
locker hirers
c. Bank officer's confirmation of having verified the
signature of the customer
c. Other guidelines as per circular are followed such as
recovery of charges, presence of locker hirers at the
time of break open, providing temporary locker facility,
monthly report of break open lockers to Circle RBO
d. Loss of key by the locker hirer and later locating
locker keys is handled by the branch as per guidelines
Safe Deposit Locker Safe Deposit Locker Process for breaking open locker for overdue rent has
been followed such as intimation to customer, visit by
branch officials, publishing the notice in newspaper,
breaking open of locker in presence of two
independent witnesses, inventory of items found in the
locker

Safe Deposit Locker Safe Deposit Locker Based on the last access record, the locker should be
categorized as non-operative in case non-operation
exceeds stipulated period as per risk categorization

Safe Deposit Locker Safe Deposit Locker Reminder sent to locker hirer to operate the locker and
seek reasons for not operating the locker

Safe Deposit Locker Safe Deposit Locker Letter obtained from in-operative locker hirer for
access
Safe Deposit Locker Safe Deposit Locker As per procedure of breaking open the locker, the
notice sent to the locker hirer for breaking open the
locker within ---- days of receipt of notice by the locker
hirer

Safe Deposit Locker Safe Deposit Locker Breaking open of locker after following due process as
under
a. Informing the locker manufacturer to break open the
locker
b. Calling the witnesses for breaking open the locker in
the presence of witnesses and bank officials and listing
the articles found in the locker under the signatures of
witnesses
c. Replacing the lock and keys of the locker broken
open
d. keeping the articles removed from the locker broken
open in sealed bag, containing signatures of witnesses

Safe Deposit Locker Safe Deposit Locker a. Custody of master key with the bank official whose
name has been written in Keys Register as custodian
b. Custody of master key in the Cash Safe at the end of
the day and not carried home by master key holder
c. Daily entry in Key Movement Register about day end
custody in cash safe and withdrawal in the morning
d. Acknowledgement of storage of duplicate key
e. Evidence of interchange of original and duplicate
keys

Safe Deposit Locker Safe Deposit Locker Process prescribed in the guidelines has been followed
such as recording of loss of keys, intimation to locker
hirers, lodging FIR, intimation to Circle Head, RBO and
CO etc., arranging the replacement for lost key from
supplier, recovery of charges
Safe Deposit Locker Safe Deposit Locker a. Record of vacant locker keys in Key Movement
Register
b. Storage of vacant locker keys in a vacant locker
c. Custody of key to locker containing vacant locker
keys is with a person not having master key
d. Record of monthly verification in Keys Movement
Register matching record of vacant locker as per
Suraksha
e. Record of verification of vacant locker keys by
branch head once every 3 months
f. Marking of locker in Suraksha for "Internal Use"
having the vacant locker keys

Safe Deposit Locker Safe Deposit Locker At all times during audit period, Key Movement
Register shows two different staff members are in
custody of locker master key and key of reserved locker

Safe Deposit Locker Safe Deposit Locker a. All existing locker hirers and persons whose name to
be added have personally visited the branch at the
same time
b. The revised locker agreement has been signed by all
locker hirers with revised mode of operation
c. The KYC requirements of additional locker hirer are
complied
d. Revised details are updated in Suraksha System

Safe Deposit Locker Safe Deposit Locker a. All existing locker hirers, including the hirer whose
name is to be deleted, have personally visited the
branch at the same time
b. The revised locker agreement has been signed by all
remaining locker hirers with revised mode of operation
c. Revised details are updated in Suraksha System

Safe Deposit Locker Safe Deposit Locker a. Nomination exists for each locker hired
b. In case nomination does not exist, the letter from
locker hirer for nor opting nomination facility should be
available
c. In case locker hirer is not willing to provide
nomination and letter, the noting on the locker hire
form or agreement by branch official that locker hirer
did not opt for nomination in spite of explaining the
availability of facility
d. In case nominee is minor, name of guardian is
provided
e. In case of joint locker operation, each locker hirer
has provided name of nominee
f. In case of locker operation by any one or survivor,
only one nomination is provided
g. The standard formats have been used
h. Availability of copy of nomination form printed from
Suraksha along with agreement copy

Safe Deposit Locker Safe Deposit Locker Laid down process has been followed for variation /
cancellation of nomination
Safe Deposit Locker Safe Deposit Locker a. Maintenance of locker access register in the required
format
b. Updating locker access register every time locker is
accessed
c. The time-in and time-out is recorded in the register

Safe Deposit Locker Safe Deposit Locker a. The identity of the locker hirer is confirmed before
allowing access to the locker
b. The locker access is as per mode of operation
c. The locker access is not given where rent is overdue
d. Third party has accessed locker along with hirer only
with hirer's specific written consent
e. Locker access by customer where Re-KYC is flagged.
f. Day end verification by locker custodian that all
lockers are closed and confirmation of the same in
Locker Access Register

Safe Deposit Locker Safe Deposit Locker a. Locker rent is as per policy of the Bank, based on
category of the branch location, including changes if
any
b. Peruse Suraksha System for update of locker rent as
per agreement
c. Locker rent is recovered for all lockers hired
d. Locker rent is recovered as per the size of the locker
hired
e. Locker rent is recovered in April in advance for the
financial year
f. Standing instruction to recover locker rent is mapped
in Suraksha System
g. Linked account for locker rent recovery closed but
locker active

Safe Deposit Locker Safe Deposit Locker (1) Efficacy of follow up made with the customer
(2) Noting's on lockers about overdue rent

Safe Deposit Locker Safe Deposit Locker In case of change in locker rent, dispatch of advance
intimation to the customer
Safe Deposit Locker Safe Deposit Locker Availability of amenities as under:
(a) Mirror
(b) Ladder
(c) Clock
(d) Emergency Lamp
(e)Fans(Exhaust/celling)
(f) Chair and inspection table

Safe Deposit Locker Safe Deposit Locker MOP is as per agreement in Suraksha and Ledger

Safe Deposit Locker Safe Deposit Locker Credit to customer account for refund of locker rent

Safe Deposit Locker Safe Custody a. Availability of all articles received for safe custody
b. Articles for safe custody are in sealed condition
c. Unique Reference Number and customer's signature
available on all articles for safe custody

Safe Deposit Locker Safe Custody Circle Head's approval for commencing Safe Custody
facility at the branch
Safe Deposit Locker Safe Custody Existence of cash vault and adequacy of capacity in the
cash vault for safe custody facility

Safe Deposit Locker Safe Custody a. CIF ID is generated for each non customer
b. OAS approval has been obtained for each non base
customer
Safe Deposit Locker Safe Custody Existence of proper authorization in favour of persons
depositing articles for safe custody from the non-
individual customer as per mode of operation with the
Bank

Safe Deposit Locker Safe Custody a. The articles are accepted in sealed condition in the
branch officials presence
b. The depositors have signed on the seal
c. The branch officials should not sign on the seal
d. The branch official should not put any other seal
e. Words "unknown articles" are written on the
packets/boxes received for safe custody
f. Safe custody articles are sealed by the customer in
the presence of Branch officials

Safe Deposit Locker Safe Custody a. Annexure I signed by all the account holders as per
FINACLE(As per latest guidelines)
b. The form containing clear and appropriate
instructions for delivery of Packages/Boxes/Envelopes
c. Safe Custody Receipt is printed in triplicate, one has
been handed over to the customer, one with
customer's acknowledgement has been tied with the
article kept in safe custody and the third has been kept
with customer's original documents

Safe Deposit Locker Safe Custody Details in LOCKMAN module for accepting article for
safe custody are as per documents submitted by the
customer
Safe Deposit Locker Safe Custody Same customer keeping articles for safe custody at
different time to be considered as separate deposit of
articles for safe custody
Safe Deposit Locker Safe Custody a. Recovery of charges as per schedule of charges for
safe custody, annually in advance
b. OAS approval in case of waiver or discount offered

Safe Deposit Locker Safe Custody Customer has not accessed cash vault for keeping safe
custody articles
Safe Deposit Locker Safe Custody a. The customer has submitted original Safe Custody
Receipt
b. The customer has submitted copy of identity
document
c. Letter of authority signed by all account holders (in
case of non-individuals)
d. Acknowledgement of the customer for receiving the
articles in the same sealed condition
e. Part delivery of articles is not made
f. The update by branch officials in Safe Deposit
Module about return of article in safe custody
g. Charges have been recovered

Safe Deposit Locker Safe Custody Report generated from Safe Custody Module for
fortnightly verification of articles for safe custody by
the custodians of the vault and confirmed by the
Branch Head on the same about availability of all
articles with proper seal.

Safe Deposit Locker Safe Custody a. The issue of receipt is marked as "duplicate" in Safe
Custody Module
b. The indemnity letter has been obtained from the
customer signed by all account holder confirming loss
of original safe custody receipt

Retail Forex Retail Forex a. Eligibility of purpose for which remittance is made
(private visit; gift/donation; going abroad on
employment; emigration; maintenance of close
relatives abroad; business trip; medical treatment
abroad; studies abroad)
b. Amount of remittance is within $ 2,50,000 per
financial year. Amount above $ 2,50,000 has RBI
approval
c. Compliance with tax laws
d. Remittances for capital account transactions are
allowed after one year of account opening

Retail Forex Retail Forex a. Outward remittance is made from deposit accounts
of resident individuals
b. There is no immediate credit of loan proceeds in
deposit accounts

Retail Forex Retail Forex Remittance is made by debiting customer's account

Retail Forex Retail Forex Remittance is not made to entities prohibited by RBI or
to non-cooperative countries or territories

Retail Forex Retail Forex a. Adequacy of documentation, complying with norms

as per circular
Retail Forex Retail Forex - Referral Agents acceptance of outward remittance request from
authorized referral agent
Retail Forex Retail Forex - Referral Agents Adequacy of documentation for compliance with KYC
norms of Axis Bank in case of non-Axis Bank remitters

Retail Forex Retail Forex - Referral Agents a. Adequacy of documentation for retail outward
remittance as per regulatory and internal norms

Retail Forex Retail Forex - Referral Agents Retail outward remittance sourced by referral agent is
for purposes eligible as per circular guidelines
Retail Forex Retail Forex - Referral Agents Mode of receipt of funds for outward remittance is as
per circular guidelines, in case retail outward
remittance has been sourced by referral agent

Retail Forex Retail Forex - Referral Agents a. Evidence of sourcing retail outward remittance by
Referral Agent
b. Accurate selection of Referral Entity Code by branch

Retail Forex Retail Forex - Referral Agents a. Identification of volume of business sourced by each
referral agent based on referral entity code in Intellect
b. Applying incentive norms as per agreement for
volume of business as per Intellect Software

Retail Forex Retail Forex Approval for discounts given to the customer in foreign
exchange rates through PRAS
Retail Forex Sale and purchase of FC & TC, Availability of CDF authenticated by Customs in case
Forex Prepaid cards (TCDC) foreign currency exceeding $ 5,000 or travellers
cheques exceeding $ 10,000
Retail Forex Sale and purchase of FC & TC, Sale foreign travellers cheques/foreign
Forex Prepaid cards (TCDC) currency/prepaid travel cards is within the limits
prescribed under Schedule III to FEMA (Current
Account Transactions) Rules, 2000 and not for visits to
Nepal or Bhutan

Retail Forex Sale and purchase of FC & TC, a. Availability of acknowledgement for receiving
Forex Prepaid cards (TCDC) travellers cheques/foreign currency/prepaid travel card
by the customer
Retail Forex Sale and purchase of FC & TC, Customer's signature at the back of the travellers
Forex Prepaid cards (TCDC) cheque in presence of bank's official

Retail Forex Sale and purchase of FC & TC, Availability following documents at the tome of sale of
Forex Prepaid cards (TCDC) foreign currency during reconversion(reconversion of
Indian rupee into foreign currency)
a. Up to Rs 10,000 without encashment certificate by
non resident for bona fide reasons and leaving within
seven days of reconversion
b. Up to Rs 50,000 to foreign tourists (not NRI) on
following conditions
i. Original ATM withdrawal slip
ii. Valid visa
iii. Ticket confirmed for departure within 7 days

Retail Forex Sale and purchase of FC & TC, a. Acknowledgement of Encashment certificate issued
Forex Prepaid cards (TCDC) to Non Residents for purchase of foreign currency by
branch officials
b. Encashment Certificate is issued on the letter head
of the Bank

Retail Forex Sale and purchase of FC & TC, Record of Encashment Certificates issued by the
Forex Prepaid cards (TCDC) branch

Retail Forex Sale and purchase of FC & TC, In case of sale or purchase of foreign currency from
Forex Prepaid cards (TCDC) other AMC or any transactions with FFMC, the branch
has conducted transaction through account transfers or
through cheques
Retail Forex Sale and purchase of FC & TC, a. Display of Foreign Currency Exchange rates at branch
Forex Prepaid cards (TCDC) b. accuracy of the rates displayed
c. Timely update at 10:30am of the rates displayed

Retail Forex Sale and purchase of FC & TC, Foreign currency rate at which sale or purchase of
Forex Prepaid cards (TCDC) foreign currency/travellers cheque or issue of prepaid
travel card is made is as per card rate for the day or
approval is obtained as per DFP in case transaction rate
differs from card rate

Retail Forex Sale and purchase of FC & TC, (a) Cash above Rs 49,999 (including bank charges) is
Forex Prepaid cards (TCDC) not accepted for sale or purchase of foreign currency
(whether in single transaction or multiple transactions
for the same travel)
(b) Loading/ reloading is allowed against cash for
amounts of Rs.25000/ and above after obtaining copy
of PAN copy from customers

Retail Forex Sale and purchase of FC & TC, Compliance with following guidelines is to be
Forex Prepaid cards (TCDC) confirmed in case payment is made through
credit/debit/traveller's card
a. The sale of foreign currency is within limits
prescribed on debit/credit/travellers cards
b. The purchaser of foreign currency and card holder is
the same person

Retail Forex Sale and purchase of FC & TC, Day end / month end balance of foreign currency at the
Forex Prepaid cards (TCDC) branch is in line with internal guidelines

Retail Forex Sale and purchase of FC & TC, RBI approval for writing off foreign currency
Forex Prepaid cards (TCDC) notes/travellers cheques as fake aggregating to more
than $ 2,000 per financial year or less than $ 2,000 per
financial year without top management approval

Retail Forex Sale and purchase of FC & TC, a. Maintenance of records at the branch in respect of
Forex Prepaid cards (TCDC) sale or purchase of foreign currency or travellers
cheques / prepaid travel cards as per para 14 of RBI
master direction on Money Changing Activities (seven
types of records)
b. Accuracy and completeness of data as per RBI norms

Retail Forex Sale and purchase of FC & TC, a. Filing of returns to RBI in respect of sale or purchase
Forex Prepaid cards (TCDC) of foreign currency or travellers cheques or issue of
prepaid travel cards as per para 15 of RBI master
direction on Money Changing Activities (seven types of
records)
b. Timeliness, accuracy and completeness of data in
the returns as per RBI norms

Retail Forex Sale and purchase of FC & TC, Accuracy of data (foreign currency amount, name of
Forex Prepaid cards (TCDC) customer etc.) updated in PCS in respect of issue of
Prepaid Travel Cards
Retail Forex Sale and purchase of FC & TC, Compliance with KYC norms for issuance of TCDC cards
Forex Prepaid cards (TCDC) and Retail Remittances

Retail Forex Sale and purchase of FC & TC, User specific IDs are created in TCDC software
Forex Prepaid cards (TCDC)
Retail Forex Sale and purchase of FC & TC, TCDC cards are issued to Non-Residents with Indian
Forex Prepaid cards (TCDC) passport only and not funded from NRO account

Retail Forex Sale and purchase of FC & TC, TCDC applications along with supporting documents
Forex Prepaid cards (TCDC) are sent to the Nodal branch after issuance of TCDC
cards and photocopies of the same are held on record

Retail Forex Sale and purchase of FC & TC, Availability of required documents such as:
Forex Prepaid cards (TCDC) (a) LRS declaration
(b) Form A2
(c) FATCA

Retail Forex Sale and purchase of FC & TC, Refund/closure of TCDC cards
Forex Prepaid cards (TCDC)

Retail Forex Prepaid/Gift Cards/TCDC a. Obtention of identity and address proof of

applicant/beneficiary of prepaid/gift cards
b. Compliance with KYC/AML norms at the time of
issue of gift cards
c. In case of corporate prepaid cards up to value Rs
5,000/- only details of beneficiary (name, address,
contact number etc.) need to be obtained

Retail Forex Prepaid/Gift Cards/TCDC Compliance with following RBI norms

a. The corporate is listed on any stock exchange in India
b. The photograph and identity proof of employee is
obtained
c. The details of employee (name, address, contact
number etc.) of corporate are obtained and updated in
FINACLE
d. The request for loading/reloading is made by
authorized signatory who is approved as per Board
Resolution of the corporate
e. The loading/reloading should be by debit to bank
account
f. Maximum value is Rs 50,000/-
g. Employer - employee relationship is established
(cards should not be issued to any person who is not an
employee)
Retail Forex Prepaid/Gift Cards/TCDC Compliance with following RBI norms
a. The cards can be issued by overseas branches of
banks in India directly or by cobranding with the
exchange houses/money transmitters up to a
maximum amount of Rs.2 lakhs by loading from a KYC
compliant bank account.
b. Such PPIs are activated by the bank only after the
traveller arrived in India.
c. Cash withdrawal from such PPIs is restricted to Rs
50,000/- per month.
d. The cards is issued strictly for use in India and
transactions settled in INR.
e. An individual has held only one card at a time and
the card is non- transferable.
f. These PPIs are used only for transactions permissible
under the extant foreign exchange regulations.
g. The Bank has adhered to FEMA regulation at the
time of refund of unutilized portion of the PPI amount
h. Such PPIs shall be issued only in electronic form.

Retail Forex Prepaid/Gift Cards/TCDC Instruments categorized as Semi Closed Prepaid

Instruments are in electronic form only and non
reloadable
Retail Forex Prepaid/Gift Cards/TCDC a. The linking of prepaid/gift cards to the applicants
correctly
b. Update of details of applicant/beneficiary (name,
address contact number etc.) as per identity and
address proof

Retail Forex Prepaid/Gift Cards/TCDC Authorization for issue of prepaid/gift cards on the
application by the designated bank official

Retail Forex Prepaid/Gift Cards/TCDC Prepaid/gift cards have maximum validity of three
years, minimum validity of six months and ATM
withdrawals are not allowed
Retail Forex Prepaid/Gift Cards/TCDC Usage of prepaid/gift cards for transactions within India

Retail Forex Prepaid/Gift Cards/TCDC Loading of prepaid/gift card does not exceed Rs
50,000/-
Retail Forex Prepaid/Gift Cards/TCDC Gift prepaid/cards issued without obtaining OVD of
applicant and beneficiary for value less than Rs
10,000/- are not reloaded with value more than Rs
10,000/-

Retail Forex Prepaid/Gift Cards/TCDC In case of failed/returned/rejected/cancelled

transaction, the amount has been credited to
prepaid/gift card account

Retail Forex Prepaid/Gift Cards/TCDC Sending caution messages to the prepaid/gift card
holder through SMS, Email or post about expiry of
validity period before 30 days of expiry

Retail Forex Prepaid/Gift Cards/TCDC a. Availability of log of transactions concerning prepaid

instruments such as issue, loading, reloading,
utilization, refund/return/cancellation, forfeiture,
enquiry, PIN generation
b. Availability of required details such as time, date,
amount, place or mode, currency, counterparty
Retail Forex Prepaid/Gift Cards/TCDC a. The number of prepaid/gift cards unused at the
branches is as per PCS
b. In case any cards are lying with agents/corporates,
the acknowledgement by authorized signatory is
available

Retail Forex Prepaid/Gift Cards/TCDC Balance in individual prepaid/gift card account in

FINACLE is tallied with corresponding balance in
prepaid card account in PCS

Retail Forex Prepaid/Gift Cards/TCDC Prepaid/gift cards indicate patterns such as

a. Many prepaid card are issued to the same
beneficiary
b. Prepaid card is issued immediately after cash deposit
in the bank account
c. Sudden increase in prepaid cards issued by
agents/corporates or at branch

Retail Forex Prepaid/Gift Cards/TCDC Unutilized balance has been refunded to the
beneficiary as per authorization letter from the
beneficiary, only after expiry of validity period

Retail Forex Prepaid/Gift Cards/TCDC Balance in Foreign/Domestic cards as per finacle is

reconciled with the balance in PCS
Control and compliance Branch General Supervision (a) Staff accounts showing large amount transactions
disproportionate to known sources of their income
(b) Review of all staff accounts by Branch Head
evidencing staff account scrutiny and justification for
unusual transactions. Reporting to controllers, if
justification not proper
(c) Scrutiny of staff account including non-staff account

Control and compliance Office Accounts Reversal of transaction parked in office account within
the prescribed time and reconciliation

Control and compliance Office Accounts Refer Office account checklist - Annexure A

Control and compliance Office Accounts Refer Office account checklist - Annexure A

Control and compliance Office Accounts Entries reversed from office account have adequate
justification and reversed to the appropriate account
and not to any other office account

Control and compliance Office Accounts a. Timely availability and completeness of data made
available to the branch head
b. Timeliness and appropriateness of action taken by
branch head on receiving the data

Control and compliance Branch General Supervision (a)Branch head on a monthly basis will monitor the
attendance of branch staff. Any unauthorized absence
will have to be justified to branch head.
(b) Mandatory leave is obtained by branch staff

Control and compliance Branch General Supervision (a) Daily online reports
(b)Screening of the daily reports by the branches

Control and compliance Branch General Supervision Exception Reports

Control and compliance Branch General Supervision E-token Generation Report

Control and compliance Office Accounts Returns with respect to prior approval of manual debit
to income heads exceeding Branch head powers to be
reported to controller.

Control and compliance Office Accounts Approval obtained with respect to debit to SA accounts
are reported on a monthly basis to the controller

Control and compliance Branch Document Handling Dual custody of documents stored

Control and compliance Branch Document Handling Evidence of carrying of periodical verification by a
person other than joint custodians
Control and compliance Branch Document Handling Availability of document listed in the Branch Document
Register
Control and compliance Branch Document Handling Maintenance of Branch Document Register in the
format prescribed and entries are properly
authenticated
Control and compliance Branch Document Handling Stamping of the documents with adequate value as per
state stamp act
Control and compliance Branch Document Handling Usage of stamp papers/stamps within validity period

Control and compliance Branch Document Handling a. Authorization of bank official for signing the
document
b. Authority of counter party for signing the document
(proprietor for firm, all partners for partnership firm,
trustee in case of trust etc.)

Control and compliance Branch Document Handling Renewal of documents before expiry period

Control and compliance Branch Document Handling Segregation of expired documents from current
documents
Control and compliance Branch Document Handling Peruse the BDR for availability

Control and compliance Branch Key Handling a. Completeness and accuracy of details of keys
mentioned in the Key Movement Register and Keys
Register (details such as distinct key number, type of
key, date of custody, name of custodian, Original or
duplicate, signature of custodians etc.)
b. Alterations in the registers are properly
authenticated by the custodians of the respective keys

Control and compliance Branch Key Handling Custody and authorization of keys as per the key
movement register maintained at the branch

Control and compliance Branch Key Handling Designation of one of joint custodians should be Branch
Head or Operations Head
Control and compliance Branch Key Handling a. Identification of two sets of officials in the Keys
Register for having custody of Set A and Set B or
combination numbers
b. Deviation to be approved by Circle RBO prior to the
incident for one year with reasons for deviation

Control and compliance Branch Key Handling Strong Room Door / Grill Door / Cash safe keys are with
the joint custodians always
Control and compliance Branch Key Handling Locking of grill door and cash safe at all times
Control and compliance Branch Key Handling a. Loss of keys to strong room door/grill door/cash safe
has been reported to Circle RBO, RBO, CO and Circle
Head
b. Written explanation obtained from the custodian
detailing the causes and other details as per circular
c. FIR has been filed for loss of keys
d. After new locks are installed, old locks and their keys
are destroyed in the presence of two officials
e. Recovery of expenses of changing the lock from the
concerned employee, in case of negligence

Control and compliance Branch Key Handling a. Deposit of duplicate/triplicate keys (other than
strong room, grill door and cash safe) with other
bank/branch
b. Listing of such keys deposited
c. Acknowledgement of other bank/branch for having
received the box containing duplicate keys
d. Recording of such acknowledgement in BDR

Control and compliance Branch Key Handling a. Withdrawal of box containing duplicate keys and
redeposit on same date, under the joint signatures of
officials, one of whom is branch/operations head
b. Intimation through email to Circle RBO about
withdrawal and redeposit of duplicate keys on the
same day
c. Interchange of duplicate keys with original keys at
the branch, at least once a year

Control and compliance Branch Key Handling a. Recording the passwords on paper and keeping the
same in the sealed envelope by two custodians
separately
b. Recording the envelope in BDR and to be kept in safe
c. BNA passwords are changed every six months

Control and compliance Branch Key Handling a. Custody of the keys as per circular guidelines and
with the staff member as mentioned in the key
movement register
b. storage of duplicate keys in strong room, where
applicable
c. cash cabin door is always locked

Control and compliance Branch Key Handling Seeking approval in case there is shortage of staff for
handling cash counter and recording the approval. Post
this the standard process of key movement is to be
followed

Control and compliance Branch General Supervision Submission of Monthly Compliance Certificate (MCS)

Control and compliance Branch General Supervision MCS certifications given by the branches and
validations
Control and compliance Branch General Supervision Timely submission of monthly compliance certificate.
Justification obtained for delayed submission of
certificate

Control and compliance Branch General Supervision Timely and accurate submission of Expense Review
Statement to the controller
Control and compliance Branch General Supervision Review of Expense Review Statement by Cluster/Circle
Head and rectification of issues raised during review

Control and compliance Branch General Supervision Instance of multiple payments against same bill

Control and compliance Branch General Supervision Amount has been paid as per the bill to the vendor

Control and compliance Branch General Supervision Utility bills have been paid before due date

Control and compliance Branch General Supervision a. The bills are paid as per rate agreed with vendors
b. The bills are paid for the volume of business
recorded at the branch
c. The penalties, where applicable, have been
recovered

Control and compliance Branch General Supervision Approval for expenses is as per delegated financial
power
Control and compliance Branch General Supervision Bill includes details complying with tax laws such as
service/sales tax registration numbers, amount of
service tax, VAT, sales tax etc.

Control and compliance Branch General Supervision Branch has not debited any office account (except
SA/BREXPENSE) and paid the bill
Control and compliance Branch General Supervision Entries in SA/BREXPENSE account are reversed by
CAPHUB by debiting relevant expense account and not
by debiting any other account

Control and compliance Branch General Supervision Entries parked in SA/BREXPENSE account are reversed
within TAT
Control and compliance Branch General Supervision a. Updated mandatory notices listed in circular no.
RBO/BA/28/ 2011-12 and subsequent circulars & RBI
Master Circular on Customer Services - Para 5, have
been displayed and Customer Information Booklet as
per RBO/BA/28/ 2011-12 is made available
b. The display of date upto which notice board has
been updated
c. Govt Banking Business related notices are displayed
(‘Quoting of PAN/TAN on challans; ‘Do’s and Don’ts’ is
held by the Branch and Direct Taxes are accepted here’
)
d. Copy of banking ombudsman scheme 2006 available
with the Branch Head
e. Shop and Establishment License
f. Display of BCSBI notice

Control and compliance Branch Security Testing of the alarm system should be done by the
Branch Head every week and the dates of testing
should be recorded in a register
Panic switches should be available with OH, Teller
Control and compliance Branch Security 1. Smoke detection system are installed ,maintained
and tested periodically.
2. Adequate number of portable fire extinguishers
should be installed at strategic locations.
3. Emergency telephone numbers of police station, fire
brigade, the Bank's important functionaries, ambulance
service etc. are prominently displayed in the branch /
office premises
4. BCP Plan is in place and initiated in-case of
emergency

Control and compliance Branch Security Guards posted as per agreement and found attentive-
cctv monitoring once in a month and surprise check
and updating the same surprise check register

Control and compliance Branch Security 1. CCTV should cover important places like Vault
access, teller counter, BH cabin, OH position etc.
2. CCTV should have a back up of 90 days
3. CCTV image should be clear

Control and compliance Branch Security Branches should periodically review the status of the
security and fire safety arrangements and submit
reports thereof
Control and compliance Branch Security (1) The cheque drop box are found locked and the locks
are changed at least once in a year

(2) Record regarding change of locks of the cheque

drop box found maintained

Control and compliance Branch Security Strong Room/Locker Room/store Room are free from
termites, dampness, pests etc.
Control and compliance Branch Security Availability of documentation confirming the
Handing/Taking over
Control and compliance Branch Security 1) Whether the security guard has been trained
conducting his duty diligently

2) Gun licenses held by security guard and registration

with local authorities

Control and compliance Fixed Asset 1. The branches will conduct physical verification at
intervals stipulated by F&A
2. Branches will submit the reported thereof to CAP
Hub

Control and compliance Fixed Asset Assets are tagged as per FAMS report

Control and compliance Branch General Supervision (a) Vouchers should be segregated user-id wise and
amount-wise in ascending order and physical count is
certified by Branch Head/Operations Head.
(b) Branch to maintains a record room register and
stores the vouchers serially in the record room
(c)The government cheques paid by a drawee bank
across its counter by way of cash withdrawal or
transfer also need to be truncated and preserved for 10
years.
Control and compliance Branch General Supervision (a) All records (OD-FD/CRF/EOD Reports etc.) are
retained in separate files and held in the custody of an
authorized official till handed over to the vendor
wherever applicable
(b) Documents of closed accounts/advances are
retained along with necessary noting wherever
applicable

Control and compliance Branch General Supervision Review terms and conditions of outsource record
keeping agency
Control and compliance Branch General Supervision (a) Old books, ledgers, registers, etc., should be
properly labelled and are arranged chronologically,
department-wise and placed on racks.
(b) Record should be maintained in an Old Record cum
Delivery Register with description of records stored.
(c) Record pertaining to movement of records to
vendor/ centralized unit along with acknowledgement
is maintained properly

Control and compliance Branch General Supervision Requests received for modification received at the
branch / from remote branch are to be filed with AOF
at base branch and stored in separate file till these are
sent to vendor on half-yearly basis.

Control and compliance Fraud Management Timely Reporting of preliminary report for all incidents
of suspected, attempted and actual frauds,
immediately on their detection, by email, to FCMU,
with cc to Circle RBO and the Circle Head.

Control and compliance Fraud Management Preliminary reporting shall be followed by a detailed &
complete reporting in FMR 1 under copy only to Circle
RBO within 3 days of the preliminary reporting.

Control and compliance Fraud Management Cases of ‘negligence and cash shortages’ and
‘irregularities in foreign exchange transactions’ are
reported as fraud if the intention to cheat/defraud is
suspected/proved. However, the following cases where
fraudulent intention is not suspected/proved will be
treated as fraud and reported accordingly
a) Cases of cash shortage more than Rs.10,000/-
b) Cases of cash shortage more than Rs.5,000/- if
detected by management/auditor/ inspecting officer
and not reported on the day of occurrence by the
persons handling cash.

Control and compliance Fraud Management Amount of cash shortage has to be made good by the
cash official concerned. In case the amount is not made
good on the date of occurrence, cash may be tallied by
debiting Sundry Assets-others (SA) account, post
obtaining prior approval of the Circle RBO.
Control and compliance Fraud Management (i) Following cases should invariably be referred to the
State Police:-
a) Cases of fraud > 1.00 lac, committed by outsiders
and/ or in connivance of bank staff
b) Cases of fraud > 10,000 committed by bank
employees
c) In cases of frauds involving forged instruments
paying banker
d) In case of impersonation, the collecting bank
e) In case of collection of an fake instrument where the
amount has been credited before realization, collecting
bank
f) In case of collection of altered/fake cheques
involving two or more branches of the Bank, the
branch where the cheque has been encashed
g) In the event of an altered / fake cheque having been
paid / encashed involving two or more branches, the
branch which has released the payment

(ii) In case of internal frauds, advice of FCMD should be

obtained before lodging police complaint/FIR.

(iii) Acknowledgement for the complaint shall be

obtained from the Police Station under their seal with
date, time and inward number on a copy of the
complaint.

Control and compliance Fraud Management (a) Reporting of frauds below Rs. 10000 involving bank
officials
(b) Review by Regional Head and reporting to local
police station

Control and compliance Fraud Management Original documents shall be submitted after obtaining
prior approval from Circle RBO. Before handing over,
clear scanned copies and coloured photocopies of
disputed cheques shall be kept on record. The
documents shall be handed over to the police under a
covering letter, only on receipt of instructions received
from the police in writing. It shall be ensured that
receipt of the documents is acknowledged by the
police on the copy of the letter under their seal and
signature.
Control and compliance Branch General Supervision a) At the end of every calendar quarter, a database of
age-wise, branch-wise zero balance current accounts is
generated and placed on ‘Nischint’. A letter requesting
the customer to revive the account within 15 days
should be sent for accounts in zero balance for more
than 60 days. In case the customer is not interested
customer should surrender the unused cheque leaves
for closure of the account.
b) If no response is received another letter cum notice
should be sent by the branch urging the customer to
communicate the decision. Failure to respond to this
communication may be deemed that customer is not
interested to continue the account and same should be
closed after the expiry of 15 days.
c) Branches should stop further issue of cheque books
in account with zero balance for more than 60 days

Control and compliance Statutory Notices Statutory notices are referred to law department with
cc to controllers
Control and compliance Statutory Notices Statutory notices received by the branch are acted
upon and acknowledgement held on record

Control and compliance Statutory Notices Withdrawal of legal notices received by the branch are
acted upon and acknowledgement held on record

Control and compliance Statutory Notices (a) Enhanced due diligence should be exercised by the
BH / OH before acting on orders revoking/lifting the
instructions for lien / freeze / attachment, by
confirming the authenticity of the communication.
(b) It should also be noted that the office address,
email ID, phone and fax number mentioned in the first
notice / attachment order must tally with the
corresponding information in the second
communication revoking the attachment.
(c) Branches should strictly not act upon revocation
orders or copies thereof, if handed over by the
customer whose account is frozen/attached/lien-
marked, even if given in a sealed cover. Such order
must be served through normal process / channels by
the statutory authority.

Control and compliance Statutory Notices a. Where amounts under term deposits are attached,
such amounts should be remitted only on maturity.
Necessary lien marking with full narration should be
made in Finacle.
b. Where statutory order for attachment / lien / freeze
are for customer who has availed credit facilities from
our Bank, branches should seek necessary guidance
from Law Department or RBO, Central Office.
Control and compliance Statutory Notices Check whether all the Statutory notices received and
noted in the inward register is forwarded to the Law
department.
Check the if any actionable have been initiated against
each of the cases and the status is getting tracked

Control and compliance Branch General Supervision Handling of Inward mail

Control and compliance Branch General Supervision (a)Disposal remarks and date in the register
(b) Mails from RBI/Statutory notices/CO to be recorded
in a separate section
Control and compliance Branch General Supervision Outward mails checked before same are sent out by
the branch officials. PODs are received and filed.
Pending outward mails kept in the custody of the
Operations head.

Control and compliance Branch General Supervision Expenses incurred periodically tallied with actual bills
submitted by the courier agencies

Control and compliance Branch General Supervision Inward/Outward mail register maintained properly
with all details like mail reference No., sending official
particulars, courier agency particulars and POD No.

Control and compliance Branch General Supervision Branches should immediately report to FCMU if any
suspicious activity/behaviour including attempted
activity/ transactions based on the alert indicator in the
attached annexure is observed. Branch needs to
enclose the copy of the communication received from
the agency, if any.
Branches should not divulge such reporting to the
customer.

Control and compliance Branch General Supervision Branch has conducted Enhanced Due Diligence based
on mail received from AML/ COSMOS cell on the basis
of AML alerts. Branches confirm the bona fide of the
transaction (matching with the profile) as well as
compliance with the KYC guidelines in the suspected
account.

Control and compliance Branch General Supervision (a) Custody of sensitive documents, Rubber stamps,
bank seals, bank stationery, keys at BOD during audit
(b) Evidence of drawer audit by BH

Control and compliance Branch General Supervision Cheque returns in staff accounts

Control and compliance Branch General Supervision (1) Submission of Form A

(2) Availability of Form C & D register

Control and compliance Branch General Supervision Compliance and closure of audit reports

Control and compliance Branch General Supervision Compliance and closure of audit reports

Credit Temporary Overdraft a. DACC - Due diligence as per guidelines listed in

(TOD/DACC) circular has been conducted (confirmation of fate of
cheque from drawee bank, minimum score of 12)
b. TOD - Due diligence as per guidelines is conducted
c. TOD/DACC - The customer is eligible for the facility

Credit Temporary Overdraft TOD/ DACC - sanctioning authority is as per circular

(TOD/DACC) norms
Credit Temporary Overdraft a. TOD/DACC - sanction in FINACLE by employee of
(TOD/DACC) work class 60 or above
b. TOD period is set up as seven days
Credit Temporary Overdraft a. DACC - Cheque against which DACC was sanctioned,
(TOD/DACC) has been realized in FINACLE
b. The customer has deposited the funds in the account
to repay TOD

Credit Temporary Overdraft a. DACC - No interest is charged if cheque is honoured.

(TOD/DACC) Only Rs 100 is charged
b. Interest on TOD and penal interest for overdue
period is charged on debit balance in the customer's
account

Credit Temporary Overdraft Generation of report on daily basis and action taken by
(TOD/DACC) Circle Head and SVP Marketing

Credit Temporary Overdraft Comprehensiveness and timely submission of control

(TOD/DACC) return
Credit Solvency Certificate Eligibility of the applicant for issue of Solvency
certificate such as for non borrowers - minimum 6
months account operations, minimum score of 12/25

Credit Solvency Certificate a. Accuracy of determining tangible net worth for the
last three years
b. Basis of determining tangible net worth (audited
balance sheet etc.)
c. Amount of solvency mentioned in the Solvency
certificate should not be more than tangible net worth
of applicant

Credit Solvency Certificate (a) Eligibility of the sanctioning authority for issue of
solvency certificate
(b) Check whether internal approval note is in place

Credit Solvency Certificate Solvency Certificate has been issued to named

beneficiary and not "To Whomsoever It May Concern"

Credit Solvency Certificate Solvency Certificate is issued on serially numbered

security forms
Credit Solvency Certificate Solvency certificate has been issued in standard format

Credit Solvency Certificate Recovery of charges for issue of solvency certificate

from the applicant
Credit Solvency Certificate Record of issue of solvency certificate in the prescribed
format
Credit BG against 100% / 110% Documents including customer request for issuance of
margin bank guarantees against 100% cash margin on the
‘Bank Guarantee Application Form Against Cash Margin
obtained before IBG issuance as per circular No.
Circular/TxBO/4/2016-17 dated 12-08-2016

Credit BG against 100% / 110% Intellect entry for IBG and related documents
margin
Credit BG against 100% / 110% Finacle entries and approved IBG draft
margin DTFC would conduct compliance check of the
documents and IBG draft and if found in order, they
should enter and verify the transaction in Finacle
through Maker-Checker process. DTFC should upload
the PDF file of approved IBG draft on Intellect for
printing

Credit BG against 100% / 110% IBG rejections by DTFC

margin
Credit BG against 100% / 110% Validity of the stamp paper on which IBG is printed
margin
Credit BG against 100% / 110% Acknowledgement of the customer in intellect (WID)
margin
Credit BG against 100% / 110% Collateral lien to be marked for the IBG on the TDs
margin maintaining adequate margin (100% or 110%)

Credit BG against 100% / 110% Bank Guarantees are issued on serially numbered
margin security forms
Credit BG against 100% / 110% (a) BG issued for Rs 50,000 and above are signed by
margin two officials jointly and name is evidenced on BG
(b) Person signing is authorized to sign BG

Credit BG against 100% / 110% Existing of customer request for lien removal and
margin expiry of BG claim period
Credit ODFD Documents obtained as per the terms of scheme /
sanction before sanction / disbursal of the loan like
loan application form, pledge letter, duly discharged FD
receipts, weighted average interest calculation sheet,
board or trust resolution in case of loan given to trust
or a company etc.

Credit ODFD Margin set in system and approval for deviations

Credit ODFD Interest set in the system and approval for deviations

Credit ODFD Accounts due for review / renewal and accounting as

per terms of sanction
Credit ODFD Linkage of pledged TDs to the OD account
Credit ODFD Interest applied for the broken period on the loan
account
Credit ODFD Declaration obtained for end use of funds and
screening of transaction
Credit ODFD Customer acknowledgement on copy of loan
agreement
Credit ODFD Charges or fees in any nature are not recovered at the
time of renewal or sanction
Credit ODFD Declaration from guardian is obtained for end use of
funds
Credit ODFD Clearance of funding desk is obtained for OD exceeding
Rs. 5 Cr
Credit ODFD Submission of returns to controllers
Credit ODFD Documents obtained as per the terms of scheme /
sanction before sanction / disbursal of the loan like
loan application form, pledge letter, duly discharged FD
receipts, weighted average interest calculation sheet,
re-lending or carrying on agricultural/ plantation
activities or for investment in real estate business
provided such advances are fully secured by fixed
deposits

Credit ODFD Margin set in system and approval for deviations

Credit ODFD Interest set in the system and approval for deviations

Credit ODFD Accounts due for review / renewal and accounting as

per terms of sanction
Credit ODFD Linkage of pledged TDs to the OD account
Credit ODFD (1) Interest applied for the broken period on the loan
account

(2) Bank does not permit NRIs to repay the loan by

depositing cash in the loan account.

Credit ODFD End use of funds

Credit ODFD Transactions in the account
Credit ODFD NRE/FCNR deposits linked against loan accounts

Credit ODFD Power of attorney holder is allowed to execute the loan

documents on behalf of NRI customer provided NRI
customer has executed a power of attorney specifying
that the power of attorney holder is permitted to
execute loan documents on his / her behalf

Credit ODFD Customer acknowledgement on copy of loan

agreement
Credit ODFD Charges or fees in any nature are not recovered at the
time of renewal or sanction
Credit ODFD Declaration from guardian is obtained for end use of
funds
Credit ODFD Clearance of funding desk is obtained for OD exceeding
Rs. 5 Cr
Credit ODFD Submission of returns to controllers
Credit Solvency Certificate Solvency certificate & controllers review
Credit BG against 100% / 110% Charges recovered at the time of issuance of BG
margin
Credit ODFD FD lien marked is on auto renewal mode
Credit ODFD FD lien marked is on auto renewal mode
Customer service ATM/BNA/Recycler "1. Physical Cash Verification (PCV), for all new ATMs
(including non-operational having balance) made live
on or before 20th of the month, shall be conducted on
a bi-monthly basis by an independent official on a
surprise basis by using the ATM Cash Verification Card.
Same official should not carry out verification on two
consecutive occasions.
2. The receipt and the ATM Cash Verification Report
should be verified by the BH / ACMC head and then
retained at the branch/ACMC for future records. "

Customer service ATM/BNA/Recycler ATM Cash verification card is maintained in dual

custody and recorded in register
Customer service ATM/BNA/Recycler ATM disputed transactions are entered into CCRS
immediately on receipt from the customer
Customer is entitled to receive compensation for delay,
only if a claim is lodged with the issuing bank within 30
days of the date of the transaction. The time limit for
resolution of customer complaints is 7 working days
from the date of receipt of customer complaint failing
which customer shall be entitled to compensation @
Rs. 100/- per day by the issuing bank.
Customer service ATM/BNA/Recycler 1. In case of non functioning of ATM machine, branch
should instruct the security guard to inform such
incidence to the ACMC channel manager (refer
annexure1).
2. In case the ATM is not an adjoining unit of the
branch and the existing CCTV setup cannot be
extended to the ATM site, branches may refer to ACMC
for deployment of CCTV.
3. Security guards placed at the branch should keep a
watch at the ATM premises. Abnormalities, if any
should be reported to the BH/ OH/ ACMC channel
manager.
4. All instances of theft, burglary, dacoity and robberies
must be reported to the respective ACMC and a police
complaint should be filed as per the existing guideline.

Customer service ATM/BNA/Recycler 1. Cash paid to the CRAs does not exceed the amount
indented by the IADs/MSPs.
2. The amount paid should not be beyond the holding
capacity of the ATM cassettes.

Customer service ATM/BNA/Recycler (a) ATM is loaded by joint custodians

(b) Staff rotation is done every six months
(c) No difference in ATM cash
Customer service ATM/BNA/Recycler ATM master key components are found held in sealed
envelope duly signed across by the officials entrusted
with the custody of components

Customer service ATM/BNA/Recycler These information to be displayed at the ATM's:-

1.messages regarding non availability of cash in ATM's
2.toll free numbers of help desk,ATM ID's and contact
person of the ATM
3.Information regarding complaint to be logged at the
branches where customer maintains the accounts
4. Ramp availability for disabled persons
5. List of nearby ATMs
6. The message regarding non-availability of cash in
ATMs should be displayed before the transaction is
initiated by the customer.

Customer service ATM/BNA/Recycler 1. Physical Cash Verification (PCV) shall be conducted

on a fortnightly basis by an independent official on a
surprise basis under CCTV surveillance.
2. Updated BNA EOD Register with his/her signature.
3. The verifying official should fill-up the BNA Cash
Verification Report to be attached to the fortnightly
STR-8 statement, duly signed by the verifying official
and BNA custodians. Discrepancies, if any should be
informed to CRS / EBG / RBO
Customer service ATM/BNA/Recycler 1. There should be different custodians for the BNA
machine and the branch cash with job-rotation for BNA
custodians once in six months.
2. EOD should be done on a daily basis irrespective of
any transaction/ operation. Cash collected from BNA
“BNA/CDM Cash” should be tallied before merging
with branch cash. For branches not linked to currency
chest, the cash should be processed before circulation.
3. The BNA/CDM EOD report should be submitted to
CRS Department at each EOD duly recorded in BNA
EOD Register.

Customer service ATM/BNA/Recycler 1. BNA operations should be under CCTV surveillance

2. BNA will accept only cash Rs.49,950 in a day for non
PAN accounts. Maximum cash which can be deposited
is Rs. 2 lacs at a time.
3. Cash should be carried in a locked boxes. Duplicate
keys of this duplicate should be kept in vault duly
recorded in Key movement Register.

Customer service ATM/BNA/Recycler 1. The BNA GL (Part of main cash GL) should be
zeroised at the time of EOD. Vouchers should be
prepared for record duly authenticated by the BH/ OH.
2. In case of excess cash, a letter is to be taken from
the customer/depositor. Upon proper verification, the
customer account needs to be credited post recording
the same in a separate register.
2. In case of short cash same is accounted

Customer service ATM/BNA/Recycler 1. Movement of the key shall be recorded in the Key
Movement Register.
2. Passwords should be generated by two employees.
Passwords should be written down and kept in a sealed
envelope inside a secure safe in the branch and noted
in BDR.
3. Password needs to be changed once every 6 months
or in case of change of custodian and a record is to be
maintained in a register that has to be signed off by the
BH on each instance.

Customer service ATM/BNA/Recycler Charges collection is done as per Guidelines

Customer service ATM/BNA/Recycler Peruse the completeness and accuracy of the register
as per the format prescribed
Customer service ATM/BNA/Recycler Whether the register is maintained and updated on a
regular basis
Customer service ATM/BNA/Recycler 1. Physical Cash Verification (PCV) shall be conducted
on a monthly basis by an independent official on a
surprise basis under CCTV surveillance.
2. The verifying official should make a note in the
Recycler Cash verification report Register with his/her
signature.
3. Discrepancies observed during the PCV should be
informed on the same day to Circle RBO / CRS
Customer service ATM/BNA/Recycler 1. There should be different custodians for the
Recycler machine and the branch cash with job-
rotation for Recycler custodians once in six months.
2. Recycler EOD shall be done upto maximum of 4
times in a day before branch EOD irrespective of the
fact whether any transaction, duly recorded in Recycler
EOD register.
3. Cash collected from Recycler “Recycler Cash” should
be tallied before merging with branch cash.

Customer service ATM/BNA/Recycler 1. Recycler operations should be under CCTV

surveillance
2.Recycler will accept only cash Rs.49,950 in a day for
non PAN accounts. Maximum cash which can be
deposited is Rs. 2 lacs at a time.
3. Cash should be carried in a locked boxes. Duplicate
keys of this duplicate should be kept in vault duly
recorded in Key movement Register.

Customer service ATM/BNA/Recycler In case branch noticed excess or short, branch has
passed entry in Recycler excess or short cash GL.
Any excess/ short should be recorded in Recycler
Excess/short cash register

Customer service ATM/BNA/Recycler 1. Movement of the key shall be recorded in the Key
Movement Register.
2. Passwords should be generated by two employees.
Passwords should be written down and kept in a sealed
envelope inside a secure safe in the branch and noted
in BDR.
3. Password needs to be changed once every 6 months
or in case of change of custodian and a record is to be
maintained in a register that has to be signed off by the
BH on each instance.

Customer service ATM/BNA/Recycler 1. Branch shall update the counters through Recycler
Admin card post EOD/replenishment/removal.
2. Branch updates “Card Movement” register
3. Branch has recorded the PIN in safe custody.

Customer service ATM/BNA/Recycler After every machine EOD, branch to load cash of 2 lacs
and record in Recycler cash loading register.

Customer service Customer service Bank has process in place, where in the customer
complaints are lodged and acknowledgement
copy/complaint ID is provided to customer

Customer service Customer service Recordings in the complaint register

Customer service Customer service Reporting of complaints to controllers
Customer service Customer service Complaints appearing to be serious in nature or
reflecting inherent defects in our systems and
procedures should be dealt differently by highlighting
them to the concerned / competent authorities for
strong action
Customer service Customer service Complaints received is attended by the branch staff,
suitable action is taken for the resolution of complaint
and same is resolved up to the satisfaction of the
customer

Customer service Customer service Availability of customer complaint forms and register
at the branch
Customer service Customer service Availability of suggestion/complaint box at the branch

Customer service Salary Upload a. Availability and adequacy of authority letter for
salary upload (as per constitution of the customer e.g.
Board Resolution certified by company secretary in
case of limited companies, letter authorized by
partners in case of partnership firm)
b. The details of account & CIF ID in which this facility is
required

Customer service Salary Upload Persons who have signed the salary upload request are
authorized as per Mode of Operation available with the
Bank for the account number mentioned

Customer service Salary Upload Log in IDs in CIB are as per mandate given by the
customer for salary upload
Customer service Salary Upload a. Adequate clear funds are available in
10101291012014 - ONLINE SALARY UPLOAD
INTERMEDIARY A/C for disbursement of salary
b. Salary is not disbursed by debiting any other account
c. Entries in 10101291012014 - ONLINE SALARY
UPLOAD INTERMEDIARY A/C are not reversed for any
other purpose

Customer service Salary Upload Salary has been processed based on the salary upload
file received from CIB log in ID of the customers

Customer service Salary Upload Salary upload file is not editable by bank officials

Customer service Salary Upload Salary has been disbursed within TAT after receiving
the salary upload file from the customer (same day in
case request is received before 4pm or next day)

Customer service Salary Upload a. The Bank has processed entire salary disbursement
file as requested by the corporate
b. In case of partial processing, the amount is parked in
Partial Salary Processing - unsuccessful Transaction
account (1010129101396)

Customer service Salary Upload a. The entries parked in Partial Salary Processing -
unsuccessful Transaction account (1010129101396)
are reversed in time as disbursement of salary only on
receipt of another file from corporate
b. Entries in Partial Salary Processing - unsuccessful
Transaction account (1010129101396) are not
reversed to any other account

Customer service Salary Upload Salary has been disbursed only on receiving uneditable
salary disbursement file through CIB log in ID
Customer service Salary Upload UPLDSAL option is used for salary disbursement

Customer service Customer service a. Display on the notice board of the branch the
updated policies as per RBI norms
(general management of branches, Deposit Policy
including penal charges, Cheque Collection, Customer
Compensation Policy, Customer Grievance Redressal
Policy)
b. Content of the policies is as per RBI norms

Customer service Customer service Availability of "May I help" counter with an official in
charge
Customer service Customer service Each staff member wears identity card bearing name
and photograph during branch working hours at the
branch
Customer service Customer service All counters have sign boards, all printed materials
used by retail customers displayed in trilingual form

Customer service Customer service Same staff do not handle the same profile
Customer service Customer service Staff has been trained in customer service related
matters
Customer service Customer service a. The customer meeting "Let's Talk" has been held
once in month
b. Feedback has been updated on the URL
(https://www.research.net/s/NFVLYXC).

Customer service Customer service Attendance at the meeting by the required staff
members, senior citizen customer and 10-15 account
holders
Customer service Customer service Record of visit of senior officials from central/corporate
office for on the spot study of quality of customer
service and comments made about quality of customer
service and compliance thereof

Transaction Processing Transaction Processing Availability of voucher justifying debit to the

customer's account without customer's authorization

Transaction Processing Transaction Processing Authorization to debit customer's account as per

delegated financial power
Transaction Processing Transaction Processing Reporting of rectification of error to SAS EGRC
database by the branch
Transaction Processing Transaction Processing Intimation to the customer about debiting the
customer's account for rectification of error

Transaction Processing Transaction Processing a. Availability of document (such as cheque, request on

letter head, request through fax or email, debit
mandate) based on which customer's account is
debited

Transaction Processing Transaction Processing a. The signatures on the customer's request is as per
the specimen and mode of operation on the Bank's
record (such as cheque, email or letter head)
b. Stamp of branch officials on the instrument for
evidence of verification

Transaction Processing Transaction Processing a. Authorization as per delegated financial power of

the Bank for the transaction
b. Accounting in FINACLE by officials of designated
work class based on the amount of transaction and
category of transaction

Transaction Processing Transaction Processing Accounts debited or credited are based on the written
instructions of the customer
Transaction Processing Transaction Processing Particulars of transaction in FINACLE as per document
based on which transaction is processed

Transaction Processing Transaction Processing Update of denomination matching with transaction

amount in FINACLE for each cash payment

Transaction Processing Transaction Processing (a) The evidence of verification of cheque by maker and
checker
(b) Is branch accepting / treating cheques bearing date
in Hindi as per National Calendar (Saka Samvat) as valid
instruments

Transaction Processing Transaction Processing a. Signature of the person receiving the cash at the
back of cheque
b. Identity proof of the recipient of cash in case of third
party cash payment

Transaction Processing Transaction Processing Evidence of scrutiny of cheques under UV lamp (stamp
on the instrument to the effect of UV lamp verification
with signature of official)

Transaction Processing Transaction Processing Eticket has been generated for the transaction types
mentioned in the circular
Transaction Processing Transaction Processing FINACLE system has recovered charges as mentioned in
the circular. In case of waiver, proper approval as per
delegated financial power to be in place

Transaction Processing Transaction Processing (a) Cheque return memo given to the presenter of the
cheque in case cheque is returned for insufficient funds
in the customer's account or for other reasons
(b) Cheque Returned and referred register maintained

Transaction Processing Transaction Processing Transaction stamp (cash paid or transfer) denoting date
of transaction and tran ID on the transaction
documents
Transaction Processing Transaction Processing Difference between time of entry and time of posting

Transaction Processing Transaction Processing Existence of FAX/EMAIL indemnity in case customer

requests the transaction through FAX/EMAIL

Transaction Processing Transaction Processing Transaction exceeding cut-off are certified by BH/BOH

Transaction Processing CMS Each cheque to have individual credit entries instead of
consolidated credit
Transaction Processing CMS Bank allows all transactions (cash or non-cash) till the
end of working hours.
Transaction Processing CMS DD proceeds are credited to payees account at the
mentioned bank
Transaction Processing CMS (a) Approvals and justification for value dated
transactions to any account (particularly advance
accounts and TD accounts)
(b) Availability of clear balance from the value date to
the transaction date on all days

Transaction Processing CMS a. Existence of authorization letter naming the agency,

it's staff member, their photographs and specimen
signatures
b. Cash payment voucher is signed by one of the staff
members listed in the authorization letter
Transaction Processing CMS Branch copy from Paypro system is available with
acknowledgement of the CIT official for having received
the cash as per customer's request

Transaction Processing CMS Cash delivery per transaction is below Rs 10 lacs

Transaction Processing CMS Acknowledged copy by beneficiary for receipt of cash

detailing the ID proof, OTP and signature of the
beneficiary
Transaction Processing CMS a. ID proof attached with cash voucher is as per PayPro
records
b. OTP written on the cash voucher is matching with
OTP in PayPro or Ileverage system

Transaction Processing CMS Branches have confirmed feasibility for cash delivery as
per customer's request
Transaction Processing CMS a. Bag is sealed by cashier before handing over to CIT
official
b. Sealed Bag number is written on all three copies
c. The activity is covered under CCTV

Transaction Processing CMS Pre-printed deposit slips are used for depositing
cheques for collection and account name and amount
credited is as per slips

Transaction Processing CMS CMS deposit slips received after cut off time have "too
late" stamp and each CMS deposit slip has time stamp

Transaction Processing CMS All cheques received before cut off time are sent for
clearing
Transaction Processing CMS Updation of cheque returned in clearing in Paypro
software against the same cheque no on the date of
return
Transaction Processing CMS Acknowledgement for receiving returned cheque is
signed by the same vendor who has deposited the
cheque for clearing
Transaction Processing CMS Report generated from Paypro software by the branch
to confirm that CMS Pool Account credits are equal to
CMS cheques updated in Paypro and debits are for
cheque returns and CMS pool account balance is nil at
the end of the day

Transaction Processing CMS Separate slips for local clearing and outstation
collection cheques
Transaction Processing CMS Branch accepting the cheque from the customer for
CMS collection is listed in the agreement with the
customer
Transaction Processing CMS Dividend/interest warrants paid at the branch are as
per details updated in At Par software

Transaction Processing CMS Updation of At par system on the same date of

payment of interest/dividend warrant at branch

Transaction Processing CMS Amount of interest/dividend warrants paid is within

the amount prefunded by CMS customer

Transaction Processing Door Step Banking Depositors have used pre-printed deposit slips and
amount has been credited to the account appearing on
the pre-printed deposit slip
Transaction Processing Door Step Banking Required details have been updated in FINACLE while
accepting deposit into CMS customer's account

Transaction Processing Door Step Banking Branches conducting CMS activities are performing the
role as per circular guidelines

Transaction Processing Door Step Banking Recovery of difference from vendor in case of
detection of counterfeit notes
Transaction Processing Door Step Banking Door Step Banking facility is offered to the customers in
the following class
All Current Account holders in the following
constitution code
Constitution codes eligible –
i. Individuals
ii. Proprietorship
iii. Partnership with mode of operation as ‘Joint and
several signatures’

Transaction Processing Door Step Banking Door Step Banking Facility has been provided
a. At the address as per Bank's records
b. Once in the day
c. for collecting cash below Rs 50,000
d. The delivery boy should not carry more than Rs 2
lacs in a day

Transaction Processing Door Step Banking All Door Step Banking requests lodged before 1pm are
processed on the same day (on Saturday before
11:30am) and others on the next day

Transaction Processing Door Step Banking Branch has processed all Door Step Banking requests
lodged in Ileverage
Transaction Processing Door Step Banking Charges for Door Step Banking Facility are recovered
once in a month as per product guidelines (as per the
approved policy, details mentioned in the agreement
and as indicated on the brochures)

Transaction Processing Door Step Banking a. Agreement with vendors including Door Step
Banking Services
b. Availability of identity cards with the vendor's staff
c. Door Step Banking service is not provided by Bank's
staff
d. Names and ID proofs of the office boys identified for
said activity to be held on record
e. Name of the office boys identified for door step
banking to be intimated to the controlling office

Transaction Processing Transaction Processing Availability of vendor staff's acknowledgment on pre

printed transaction voucher for receiving cash at the
branch to deliver to the customer

Transaction Processing Transaction Processing a. Door Step Banking request is processed to the
satisfaction of the customer
b. The pre printed transaction voucher contains SR
number given by the customer and customer's
acknowledgement
Transaction Processing Transaction Processing Accounting entry in FINACLE is made in the account of
customer who has requested Door Step Banking
service and for the amount requested before handing
over cash to vendor for delivery or after receiving cash
at the branch

Transaction Processing Transaction Processing Customer acknowledgment signed and cash

credited/delivered as per customer request
Transaction Processing Transaction Processing Window dressing by inflating business figures at the
time of month ends / quarter ends, e.g., funds transfers
from CC accounts / CA to SB account without valid
reason/ customer mandate

Transaction Processing Transaction Processing Customer accounts in debit balance (excluding charges)
and unauthorised debits to office accounts

Transaction Processing Transaction Processing Custody of Undelivered DD/PO

Transaction Processing Transaction Processing Dishonour of cheques containing fractions of a rupee

Forex Capital accounts 1. Check whether ECB-2 returns are forwarded to TFC
to facilitate submission to RBI within 7 days from close
of related month.

2. Check and report overdue ECB-II positions.

Forex Capital accounts 1. Check whether ARF (Advance Remittance Form) is

submitted within 30 days from date of FDI remittance.

2. Check whether FCGPR is submitted within 30 days

from date of issuance of shares as evidence of FDI.

3. Check whether FCTRS is submitted within 60 days

from date of remittance / Transfer of capital
instruments whichever is earlier.

4. Check and report overdue positions.

Forex Capital accounts 1. Check whether Indian Party has submitted Annual
Performance Report through AD bank to the Reserve
Bank of India before 31st December every year.

2. Check defaults in APR submission and report

overdue positions.

3. Check whether ODI transactions are processed for

customers who had defaulted in submission of APR.

Forex Capital accounts 1. Check whether share certificate or any other

document as an evidence of investment is received for
ODI remittances towards equity within 6 months from
date of remittance.

2. Check and report overdue positions in submission of

evidence of investment.
Forex Common controls Check whether
1. Stock register is properly maintained for Foreign
DD/Travelers cheques /FBG security stationery.

2. Physical Stocks are matched with those appearing in

the Stock registers.

3. Security Stationery are kept in fire proof cabinet at

the branch.

4. Security Stock is counterchecked by an official other

than the custodian periodically.

Forex Common controls 1. Check whether Intellect rejection, Branch Hold and
compliance pending queue at the Branch is monitored
regularly and corrective action initiated by the Branch.

2. Carry out an age wise analysis of the Compliance

Pending/Reject / Branch Hold queue and report
positions. Check for transactions in reject Q with
Income recognition issues.

Forex Common Controls Check whether GL reconciliation under various forex

heads with respective GL balances has been carried out
at monthly periodicity and documented.

Forex Common controls 1. Check whether user IDs in following systems of

transferred / separated officials have been disabled:
Intellect/ SWIFT/ ARC / Finacle/FX Connect/TF Connect

2. Check whether maker-checker concept is ensured

while scanning and sending documents through
Intellect

3. Check whether any instances of password sharing

are observed

4. Check if maker-checker concept is adhered to for

creation of MT199 SWIFT messages in ARC
Forex Common controls Check whether
1. Email fax indemnity is available for forex
transactions processed based on Email/fax from
customer. Check whether such indemnities are
recorded in Branch Document Register and signatures
verified.

2. Effective follow up is ensured and all originals

documents subsequently obtained within seven
working days.

3. Forex transactions are handled based on documents

received through registered Email ID of the customer
specified in the indemnity.

4. Retail forex transaction from individual customer

accounts are processed only on the basis of original
documents provided by the customer.

5. Internal guidelines governing transactions based on

Fax/Email instructions issued vide
Circular/TxB/14/2016-17 dt 8-9-16 are complied with.

Forex Common controls Check whether

1. Inward / Outward Dak register are maintained to
record the inflow/outflow of Forex documents and the
entries are duly authenticated.

2. Branch maintains SWIFT register for recording

details of inbound miscellaneous SWIFT messages and
action initiated,

3. Documents received through Email / Fax for

processing are recorded in the Email Fax Register.

Forex Common Controls 1. Check whether the Branch is holding the full set of
original documents which were scanned to TXBO at
transaction processing stage. Check whether the
documents held on record matches with the
documents scanned through Intellect across processes.

2. Check for material alterations in documents without

authentication.

Forex Common Controls Check whether physical export and import bills
outstanding at the Branch are matched with system
generated reports periodically and documented

Forex Common Controls 1. Check whether correspondence with regulatory /

law enforcement agencies and other correspondences
are routed through Regulatory Correspondence Tracker
in Intellect and vetted by TFC.

2. Check whether action has been initiated by branch

as per TFC advisory.
Forex Common Controls Check and comment on house keeping and record
maintenance of forex documents at the branch.

Forex Common Controls 1. Check whether tracker for Complaints received is

maintained.

2. Check whether satisfactory resolution is provided to

all the complaints.

Forex Common Controls 1. Check whether remedial action was ensured for
divergences reported in Structured Visit report/ RBI
report / any other audit report.

2. Check whether the reports are closed within defined

timelines.

Forex Common Controls 1. Check whether date and time stamp is affixed on all
forex documents received for processing.

2. Check whether E-Acknowledgement is provided to

customers.

3. Check whether signature verified stamp with

signature is affixed on the document before forwarding
to TFC for processing.

4. Check whether branch is recording Transaction No.

(Bill No./ LC No./ BG No.) on the original documents,
after processing of transaction by TFC.

Forex Common controls Check if CAT application is available with the branch for
customers registered for "Concession Against
Turnover"

Forex Common controls Check whether original application form along with
supporting documents are held for:
1. TF Connect
2. FX Connect
3. E Forex application form for Email ID registration

Forex Common controls 1. Check whether approvals are in place for outsourced
employees handling forex transactions.

2. Check whether Intellect/Finacle or any other system

IDs are created for outsourced employees after
approval from circle TxB head. Check the nature of
system access (Maker- Checker)

3. Verify the activities carried out by the outsourced

employees and report discrepancies if any.
Forex Common controls Check whether B Category branch has displayed
exchange rate chart indicating the rates for purchase
and sale of foreign currency at a prominent place or
near the public counter.

Forex Exports In case of export documents processed, check whether

1. Finacle reference number is branded on all the
export documents.

2. Covering schedule is generated from Finacle and

duly signed by the Branch official.

3. Export document is despatched immediately on the

same day or on next working day.

4. Name and Address of recipient as per courier receipt

matches with the dispatch details in customer
application.

5. Details of the export bills lodged and despatched is

updated in the outward register.

Forex Exports 1. Check whether original negotiable LC and

amendment (if any) is obtained by branch for export
bills lodged against LC and scanned to TFC.

2. Check whether value of export bill negotiated has

been endorsed on the original LC.

Forex Exports 1. Check whether compliance approval and sign off has
been obtained from TFC through Intellect before
issuance of EDF waiver/approval to the customers and
customer acknowledgment obtained.

2. Check whether EDF waiver/approval letters with

customer acknowledgement are attached to the
Intellect processed queue.

3. Check whether the EDF waiver / approval letter is

properly worded/documented.

Forex Exports Check whether MIS on EDF approval/waiver issued is

maintained by the branch and follow-up ensured for
submission of evidence of re-import bill of entry /
destruction certificate wherever applicable. Check and
report default positions with an ageing analysis.
Forex Exports Check whether export bills remaining outstanding
beyond the due date are effectively followed up with
the exporter by the branch and report overdue
positions with ageing analysis

Forex Exports Check whether export bills pending for submission in

EDPMS against branch AD code is effectively followed
up with customers. Report overdue positions with
ageing analysis

Forex Exports 1. Check whether balance in EEFC/RFC/DDA accounts

are converted as per the extant guidelines viz. sum
total of accruals in the account during a calendar
month to be converted into rupee on or before the last
day of succeeding calendar month.

2. Check whether non-conversion of balances is

supported by Forward Commitment Letter for forwards
/ import / outward payments as per format specified in
Circular/TFO/6/2012-13 dt 11-Sep-2012.

Forex Exports In case of Packing Credit availment, check whether

1. Purchase order/Letter of credit submitted as
underlying for the disbursal is valid and the underlying
exposure is endorsed with the disbursal amount.

2. Check whether Country Risk approval has been

obtained from Treasury.

3. Branch Forex has endorsed the documents with

certification that “Documents have been scrutinized for
all checks and verified as per FEMA, DGFT, Country Risk
guidelines and found in order “.

Forex Exports Check and report the overdue positions of Advance

export remittances pending for submission of export
documents with an ageing analysis
Forex Foreign Bank Guarantee 1. Check whether FBG/SBLC limits sanctioned by
Branch are within Branch head discretionary powers as
per corporate credit policy of the bank

2. Check whether 110% margin obtained for FBG/SBLC

opened against Cash margin under Branch Head
powers.

3. Check whether lien has been marked on the FDs held

as margin and whether the original FD is held in safe
custody.

4. Check whether single consolidated form as

stipulated in internal guidelines has been obtained for
FBG limit sanctioned to Non credit customers.

Forex Foreign Bank Guarantee Check whether Control Return has been submitted for
FBG/SBLC sanctioned under the discretionary powers
of the Branch Head.
Forex Foreign Bank Guarantee 1. Check whether Signature of the applicant is verified
on the BG application along with the SS no./Emp No. of
the official who has verified the signatures.

2. Check the FBG issuance in case of Global guarantees

issued agaisnt counter guarantee of foreign banks on
stamp paper.

3. Check whether branch has ensured print out of the

BG on applicable non judicial stamp paper, obtains
signature of two authorized signatories and scans and
uploads the BG in the “Processed” queue of Intellect
Software.

4. Check whether the Covering Letter for the BG has

been issued on the Bank’s Security paper.

5. Check whether FBG security stationery is kept in the

custody of TxB CSO/CSM and a stock register is
maintained for the same.

Forex Foreign Bank Guarantee 1. Check whether invocations for FBG/Global

guarantee issued by branch are scanned and
transmitted in Intellect to TFC without delay.

2. Check whether any invocation interaction IDs are

pending to be attended in Branch hold queue of
Intellect.
Forex Foreign Bank Guarantee In case of deferred BG/LC commission to be recovered,
check whether:
1. Branch Follows-up with customers directly through
written/email reminders on weekly periodocity for
recovery of pending overdue commission.

Forex Foreign Letter of Credit / 1. Check whether limits sanctioned by Branch for
Buyers credit Foreign Letters of Credit/Buyers Credit are within
Branch head discretionary powers as per corporate
credit policy of the bank.

2. Check whether 110% margin is obtained for FLC limit

/ Buyers credit limit sanctioned under Branch Head
discretionary powers.

3. Check whether lien has been marked on the FDs held

as margin and whether the original FD is held in safe
custody.

4. Check whether single consolidated form as

stipulated in internal guidelines has been obtained for
FLC / Buyers credit limit sanctioned to Non credit
customers, not being a trust/society.

Forex Foreign Letter of Credit / Check whether Control Return has been submitted for
Buyers credit FLC / Buyers Credit sanctioned under the discretionary
powers of the Branch Head and reviewed .

Forex Foreign Letter of Credit / 1. Check if branch has obtained additional margin from
Buyers credit customer if the liability under the FLC/BC /BG exceeds
the original margin amount due to exchange rate
fluctuations.

2. Check whether Branch monitors and maintain the

margin amount required for LC / BG outstanding for all
non-limit customers during renewal/partial
withdrawal/ replacement of margin Term Deposit
(FD) / account.

Forex Forward Contracts 1. Check whether Annual Statutory Auditor Certificate

that the forward contracts booked have not exceeded
the underlying exposure as prescribed in the regulatory
guidelines are submitted by the customer.

2. Check and report current outstanding default

positions basis data file from TFC for the Branch
Forex Forward Contracts 1. Check whether LER limits sanctioned by Branch are
within Branch head discretionary powers as per
corporate credit policy of the bank.

2. Check whether 100% margin is obtained for LER limit

sanctioned under Branch Head discretionary powers.

3. Check whether lien has been marked on the FDs held

as margin and whether the original FD is held in safe
custody.

4. Check whether single consolidated form as

stipulated in internal guidelines has been obtained for
LER limit sanctioned to Non credit customers.

5. Check whether the application form is signed by

MD/Director/CEO/CFO of the company / Proprietor /
All partners.

6. Check if all sanctions are reviewed on an annual

basis.

Forex Forward Contracts 1. Check whether current stamped indemnity in the

Bank prescribed format for all clients with dealing
room access for obtention of exchange rates are
executed and held on record.

2. Check if a copy of the Board resolution for all

Limited companies with direct access to dealing room
have been obtained.

3. Check whether details of clients with direct dealing

room access have been intimated to Treasury at a
monthly periodicity.

Forex Forward Contracts Check if LER limits sanctioned by branch head are
reported by way of control returns on monthly basis to
appropriate authority. Check if reviewed copies of
control return are held on record

Forex Forward Contracts 1. Check if customers booking forward contracts w.e.f

1st October 2018 have a valid LEI number.

2. Check if 'Legal Entity Identifier' details are captured

mandatorily in the sanction letter for LER limits
sanctioned by branch W.E.F 1st April 2018.
Forex Forward Contracts 1. Check if original forward contract confirmation notes
are obtained from customers and the confirmation
notes are adequately stamped.

2. Check if consolidated contract confirmation notes (if

any) are franked /stamped for value of aggregate
number of contracts at rates applicable for the
respective State as per guidelines specified in
Circular/TxB/T&F/9/2016-17 dt 17-Feb-2017.

3. Check if contract notes are signed by the person/s

specifically authorized as per the Board Resolution of
the corporate.

4. Check if branch follows up with the customers for

getting the acceptance for the digitized forward
contract confirmation note through TF Connect for
customers who are registered for the facility.

5. Check if follow up is ensured by branch for

interaction IDs pending in Intellect compliance pending
queue for Forward contracts. Check if non receipt of
forward contract confirmations are escalated by the
branch as per TREASURY/IB/028/2006-07 dated 30-
Mar-2007.

6. Check if any interaction IDs are pending for more

than 15 days in Intellect compliance pending queue for
submission of underlying documents.

Forex Imports Check whether timely follow up and corrective

measures are initiated by the Branch for evidence of
Imports scanned to TFC and rejected by TFC. Check
whether there are any long outstanding entries parked
in 'BOE Hold queue'.

Forex Imports Check the overdue positions of Bills Of Entry in IDPMS.

Report overdues with an ageing analysis.

Forex Imports 1. Check whether WID in Intellect is created in BOE

Queue by the branch on the same day the Bill of entry
is received from the customer.

2. Check whether at the end of the day, report on BOE

updated is extracted from Intellect and the manual
BOEs issued by Non-EDI ports along with the report are
despatched to TFC as per Bank's internal directives.
Forex Imports 1. Check whether MIS has been maintained for
Merchanting Trade transactions.

2. Check whether branch ensures one-to-one matching

in case of each Merchanting Trade transaction.

3. Check whether reasonable profit accrues for the

Merchanting Trade transaction.

Forex Imports 1. Check whether defaults in Merchanting Trade have

been correctly captured and reported to RBI within the
prescribed half yearly timelines in June and Dec.

2. Check whether sign-off from TFC is obtained before

submission of MTT statement to RBI

Forex Imports Check whether outstanding original import documents

are stored in FRFC / Safe Vault.

Forex Imports 1. Check whether all import documents received from

foreign bank / suppliers are recorded in inward dak
register.

2. Physically match the sight import documents with

outstanding in Finacle.

3. Physically match the usance import documents

outstanding and pending for acceptance in Finacle.

4. Check if documents are delivered to importers only

against payment for sight bills / only against
acceptance for usance bills.

5. Check if import documents are delivered to the

customer/authorised representative and
acknowledgement for delivery is held on record.

Forex Imports Check whether accepted Bills of Exchange of Import

collection bills with tenor greater than 90 days have
been franked/stamped with applicable Foreign Bill
stamp duty.

Forex Imports 1. Check whether import bills remaining unpaid are

effectively followed up with the importer by the branch
and report overdue positions with ageing analysis.

2. Check whether in case of non reply from overseas

bank and importer constituent, Original Import
documents are despatched back to the Foreign Bank
after due notice.

Forex Imports Check whether compliance approval and sign off has
been obtained from TFC through Intellect before
issuance of Delivery Order / Shipping Guarantee to the
customers.
Forex Imports Check whether
1. Lien has been marked for 110% in customer's
account as per competent authority approval
stipulated in internal directives.

2. Delivery order/ shipping guarantee is signed by

authorised official of the bank and receipt of the same
acknowledged by the customer.

3. Branch follows up with the customer for receipt of

original import documents.

Forex Imports Check whether

1. Opening of the import shipment, counting of
currencies are done under CCTV surveillance.

2. Verification is undertaken by the branch custodians.

3. Check whether denominations mentioned on the

Packing List and invoice match with the denominations
in the Order indent. Discrepancies are reported to RFR
Banknotes team.

4. In case no discrepany is found, check whether Bill of

Entry is endorsed with a remark indicating the Currency
notes received are in order and as per Bill of Entry.

5. Check whether WID has been created in the Intellect

system for import of foreign currency. Check whether
the purpose code is selected as P0093 in intellect.

6. In case counterfeit note is detected, check whether:

a. The affected notes are scanned and sent to the RFR
Banknotes team along with details such as strap
number to which the note belonged.
b. The counterfeit currency notes are properly stored
at the branch till disposal of the same to Interpol Wing
of CBI after consulting with them.

Vouchers Remittances Check whether SL-Retail forex account is reconciled on

daily basis.
Credit Remittances 1. Check whether competent authority approval is
obtained for holding NOSTRO credit for extended
period.

2. Report position of unapplied Nostro credits.

Credit Remittances 1. Check Customer Disposal instructions obtained for
Foreign Inward Remittances are complete in all
respects and authenticated by customer.

Credit Remittances Check whether

1. All the foreign currency cheques received, including
those from C Cat Branches are properly processed and
copies of covering letter, cheque are properly filed.

2. Original Foreign Currency cheques pending to be

forwarded to TFC are kept in fire proof cabinet at EOD.

3. Foreign Currency Cheques are despatched without

delay by branch to TFC, post compliance check by TFC.

Credit Remittances Check whether

1. Stock register is properly maintained for FIRCs.

2. FIRCs have been issued in security stationery only for

FDI inward remittances/FII investment.

Deposit Accounts Remittances Check whether all outstanding nostro debits intimated
to the branch by treasury are reconciled and necessary
action on pending items initiated by the branch.
Deposit Accounts Remittances Check whether :

1. Foreign Currency notes held at the branch is under

joint custody of the Branch Cashier and Operations
Head.

2. Foreign Currencies are held in an almirah with dual

locking mechanism inside the Branch Strong Room.

3. Currency sold on wholesale basis is delivered to the

authorised representative of the customer. Photo ID of
the authorised personnel is verified by the branch.

4. In case where the payment is made through cheque

by customer, cheque copy is obtained.

5. Foreign currency note registers are properly

updated.

6. Document evidencing Foreign currency note

retention limit is held by the branch.

7. Check whether branch runs currencywise Inventory

Report from the Finacle system as part of day end
process and matches the physical cash with system
records

Retail Forex Remittances Check whether:

1. Branch is designated as nodal branch for handling
forex transactions of the concerned referral agent.

2. Documents are submitted by the referral customer

to the Branch and not by the referral agent.

3. Transactions are processed only based on original

application form.

4.“OSV” stamp along with Branch Staff’s name and

Employee number is captured across the self –attested
documents.

5. NAH (Non Account Holder) customer id is created

before processing the transaction.

6. Payments accepted by way of cheque, demand draft,

NEFT/RTGS into SL-Retail Forex Account are received
from the applicant customer and not from a third
party.
Retail Forex Remittances Check whether:
1. Due diligence is ensured before effecting LRS
remittances (Especially high value remittances).

2. In case of LRS remittances by minor, form is

countersigned by the natural guardian.

3. PAN obtained / updated for all LRS remittances

w.e.f. 19-Jun-2018.

4. No credit facility from bank is extended for capital

account transactions.

Retail Forex Travel Currency Card Check the transaction documents and review mode of
funding to ensure that cash above Rs 49,999 is not
accepted for isssuance and reload of Travel currency
card.

Retail Forex Travel Currency Card Peruse the details of entries in PCS / TCDC Systems and
underlying documents to confirm accuracy of the
details in PCS/TCDC Systems

Retail Forex Travel Currency Card Check whether copies of KYC documents for walk-in
customers are certified as "OSV" by branch officials
while processing travel currency card sale

Retail Forex Travel Currency Card 1.Check whether PCS/TCDC System user IDs usage is
monitored by BH.
2. Check for password sharing if any between officials

Retail Forex Travel Currency Card Check whether Travel Currency Card applications along
with supporting documents are sent to the Nodal
Centre after issuance and photocopies of the same are
held on record

Retail Forex Travel Currency Card Check whether copy of Travel Currency Card
documents are properly filled in and signed by
customers
Retail Forex Travel Currency Card Check whether
1. Funds parked in encashment pool account no
XXX0129101287 by RFRC Hub are transferred to the
intended customer account
2. Funds parked in encashment pool account are
responded at T+1 basis
3. Remedial action has been initiated by branch for
entries outstanding in Ecnashment pool account
4. For Non-Axis Bank customer, branch issues DD/PO or
initiate NEFT/RTGS in the name of the customer
holding the mutli currency travel card
Retail Forex Travel Currency Card 1. Check whether branch obtains declaration from
customer stating reason for surrender/encashment of
Travel Currency cards beyond 180 days from date of
return where the encashment amount exceeds USD
2000 or its equivalent

2. Check whether branch peruses traveller's return

date from documents like passport page having
immigration details.

Retail Forex Travel Currency Card Check whether

(a) Funds loaded from Resident account at issuance
stage are not credited on encashment to NRE account
(b) Funds are credited on encashment of balances of
Travel Currency Caeds to accounts othen than the
accounts debited at loading stage.

Forex Travel Currency Card Check availability of acknowledgements for receipt of

Travel currency card by the customer

CMS Travel Currency Card Check if branch has iniitated necessary remedial action
for entries rejected in PCS by RFRC

Forex Travel Currency Card 1. Check if retail card rate is applied for issuance of
multi currency travel card and concessions if any are
approved by competent authority in PRAS/mail

Forex Travel Currency Card Check whether

1. Stock register is properly maintained for Travel
Currency Cards

2. Physical Stock of Travel cards is matched with those

appearing in the Stock registers and system reports

3. Stock of Travel Currency Cards are kept in fire proof

cabinet at the branch.

4. Security Stock of Travel Currency Cards is

counterchecked by an official other than the custodian
periodically.

Code of Ethics Application of the Code Check whether all employees are aware of the
procedures, regulations and other requirements of
code of conduct .
Code of Ethics Ethical Code and principles Check whether all the vendors linked to the branch
have approvals / licenses/ permissions under the
Contract Labour (Regulation and Abolition) Act, 1970,
applicable or any applicable central, state and local bye
laws,

Code of Ethics Conflict of Interest Whether any conflict of interest is noticed between the
staff and vendors, employees and customers,
employees and counterparties / other entities,
employees and their acquaintances and also
employees and relatives.
Code of Ethics Anti-bribery & Anti-corruption Check whether any activity involving an attempt to
influence an action or a decision in dealing with
various entities. Check whether any instances of
accepting money, gifts, favors, entertainment etc by
any of branch officials. Any actions relating to bribery,
kickbacks, improper payments should be reported in
the Audit Report.

Code of Ethics Gaming Check whether any branch officials is involved in any
kind of Gaming activity like
a) Reclassification or Transfer
b) Discounts or
customer incentives
c)Sales referrals

Code of Ethics Political Activities & a) Check whether any of branch employees take an
Contributions active part in politics, represent in a political party and
contest for election anywhere outside the Bank .
b) Check whether
Employees contribute or solicit political Contributions,
the Bank’s funds or assets, resources to any political
candidate, party, or similar organization; unless such
contribution is expressly permitted by law/ regulation /
directive and has been pre-approved by the
appropriate authorized representative of the Bank
c) Check whether any employee
is Volunteering of personal services during Bank’s
working hours on behalf of a candidate, lobbying or
engaging in any outreach to public officials, including
attempts to influence legislation, government agencies

Mis Sell Preventive control-Suitability Check whether Customer signature is obtained on

declaration which states that despite the product is
unsuitable as per Customer risk profile and customer
still wishes to buy the product

Mis Sell Preventive control-Pricing& Check whether Customer sign-off is obtained on

Features Terms and conditions , Service charge, Penalties clause,
Critical exclusions annexures.
Customer mandate should be accompanied by
cheques for the amount investing.

Mis Sell Post Sales Monitoring Check whether there are any Insurance policies
cancelled within free look-in period,
Accounts opened and closed within 90 days.

Mis Sell Grievance Redressed Check whether Customer Complaint is captured in

Mechanism the Axis One View under the proper Function, Sub
Function and Sub Function
 Report Issues
Observation Description Branch Response on the issue
Status Revenue Leakage Amount Recoverable Amount Recovered Amount Waived
( Issue Open/ Issue Detected ( Date of recovery, (Approving
Closed) Tran Id) authority, attach
approval note)
 OIT
Updated Branch Response for Open Issues Status Auditor Remarks
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