Dutch-Bangla Bank Limited

CITIZEN’S CHARTER

Version – 1
Last Update : August 2023

Head office
47, Motijheel Commercial Area
Dhaka-1000, Bangladesh
Tel: (88) 02223354196-8
Fax: (88) 02223381889
https://www.dutchbanglabank.com
CITIZEN’S CHARTER Dutch-Bangla Bank Limited
Your Trusted Partner

INTRODUCTION

Citizen Charter is, in fact, a general statement of commitments for providing banking services and
necessary information to customers. The ability of the banking industry to achieve the socioeconomic
objectives and in the process bringing more and more customers into its fold will ultimately depend on the
satisfaction of the customers.

Dutch-Bangla Bank Limited felt that in order to close the gap, if any, with the customers, the Bank should
come out with a charter of its services for the customers. Keeping that in mind, this Citizen Charter has
been framed taking into account the service delivery standards, the rights of customers and how
complaints from customers will be handled. This charter has a range of purposes which includes customer
education, knowledge sharing and the differentiation of services provided in a competitive market.

OBJECTIVES

This document, called the Citizen Charter of Dutch-Bangla Bank Limited, provides key information on
various facilities/services provided to customers in ordinary course of business and highlights DBBL's
commitments towards the customer satisfaction, thus ensuring accountability and responsibility amongst
its officials and staff. This charter for customers not only explains our commitment and responsibilities
along with the redressal methods but also specifies the obligation on the part of customers for healthy
practices in customer-banker relationships.

The main objectives of the Citizen Charter is to provide a framework for defining service delivery
standards, the rights of customers and how complaints from customers will be handled.

In addition to the above-mentioned objectives, the Citizen Charter objectives could be summarized as the
following:

» Provide an overview statement of organization’s business that describes its activities

» Highlights the goals as far as customer service are

» Highlights the customer’s rights as they pertain to business

» Details what the Bank will do to ensure it will meet the customer service goals and observe customers’
rights.

We maintain constant networking with our customers and seek their feedback to evaluate, improve and
widen the range of services provided by us. All our customers are requested to keep us informed of their
experiences about the various services rendered by the Bank and feel free to send us their observations.

We look forward to sharing with our customers a mutually beneficial & long term banking relationship.

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CITIZEN’S CHARTER Dutch-Bangla Bank Limited
Your Trusted Partner

APPLICATION OF THE CITIZEN CHARTER

We will continuously work towards improving the standards of service. Our Bank’s relationship with the
customers will be guided by the following key applications:

a. Accountability

1. All our products and services comply with relevant laws and regulations of Bangladesh Bank.

2. We will explain and help the client to understand the financial benefits about our products and services
that the customers are interested in, how they work, and the risks involved.

b. Fairness

1. We will act fairly and reasonably towards you in a consistent and ethical manner.

2. We will establish a clear set of procedures to ensure that any dispute between us will be resolved fairly
and quickly.

3. We do not discriminate against age or gender, and will make available products and services on the
same terms as for other customers.

c. Privacy

1. We will treat all your personal information as private and confidential, and ensure the safety and
security when using your information. Your personal information will not be revealed unless otherwise
authorized by you or required by law to do so.

2. We will not use your personal information for our own marketing purposes unless it is with your
permission.

d. Reliability

1. We will co-operate as an industry so that you enjoy secure and reliable banking and payment systems
you can trust.

e. Transparency

1. We will provide you with clear, relevant and timely information to help you make informed decision
about our products and services. Where applicable, a set of Terms and Conditions relating to each banking
product or service will be made readily available to you with all the fees, charges, penalties and relevant
interest rates, your liabilities and obligations in the use of a banking product or service clearly outlined.

2. We will inform you, through various channels (e.g. over by telephone, e-mail or at our branches) of
available products and services. You can contact us for information or provide feedback through these
channels.

3. We will exercise care to provide you with a balanced view of benefits and risks of investment products,
explain critical terms to you, and ensure the investment product is suitable for your needs and financial
circumstances.

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CITIZEN’S CHARTER Dutch-Bangla Bank Limited
Your Trusted Partner

Bank’s Overview

Registered Head Office Address:

Dutch-Bangla Bank Limited, 47 Motijheel C/A, Dhaka-1000, Bangladesh.

Contact Numbers: Tel: (88) 02223354196-8 Fax: (88) 02223381889

e-mail: contact@dutchbanglabank.com

24/7 Customer Service Call Center:

16216 (for Local & international Calls)
SWIFT Code: DBBLBDDH

Websites: www.dutchbanglabank.com

DUTCH-BANGLA BANK LIMITED AT A GLANCE

Total Branches 239
Total Urban Branches 167
Total Rural Branches 72
Total Sub-Branches 147
No. of Authorized Dealer Branches 16
No. of Agent outlets 6,168
No. of ATM Booth 4939
No. of CRM 1769
No. of Fast Track 1423
No. of POS Merchant 20,256
No. of Nexus Pay user 5.9 million
No. of Rocket Account 34.34 million
No. Students awarded Scholarship 63,822

TIME SCHEDULE
Days Office Time Transaction
Sunday to Thursday 10.00 AM to 5.00 PM 10.00 AM to 3.30 PM
**Saturday 10.00 AM to 1.00 PM 10.00 AM to 12.00 PM

** Saturday Banking: All Authorized Dealer branches remain opens on Saturday (except govt. holiday) as
per the time schedule as stated above. Transactions on this day are limited to those cash transactions to
facilitate foreign trade transactions.

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CITIZEN’S CHARTER Dutch-Bangla Bank Limited
Your Trusted Partner

Citizen’s Charter
1. Vision and Mission:

Vision:

Dutch-Bangla Bank dreams of better Bangladesh, where arts and letters, sports and athletics, music and
entertainment, science and education, health and hygiene, clean and pollution free environment and
above all a society based on morality and ethics make all our lives worth living. DBBL’s essence and ethos
rest on a cosmos of creativity and the marvel-magic of charmed life that abounds with spirit of life and
adventures that contributes towards human development.

Mission:

Dutch-Bangla Bank engineers enterprise and creativity in Business and industry with a commitment to
social cause. “Profits alone” do not hold a central focus in the Bank’s operation; because man does not live
by bread and butter alone”.

2. Promised/Committed Services:

Dutch-Bangla Bank is a service oriented organization. The Bank seek to build long-term, sustainable
beneficial relationships with all of the customers based on the service commitments and underlying values
of mutual respect, the pursuit of excellence and integrity in all of the dealings. The Bank primary concern is
to understand and satisfy customers’ needs and expectations. The Bank provided following services to its
customers, Institutions etc:

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 CITIZEN’S CHARTER Dutch-Bangla Bank Limited
Your Trusted Partner

2.1 Citizen Services:

2.1.1 General Banking:

Sl. Type of Services Service Required Documents & Service Pricing & Service Time Responsibl
Delivery Location Payment Method* e Officer
Method

A. ACCOUNT OPENING SERVICES:

1 Current Account/  Front Desk  Account Opening Form Account Maintenance Same Day  GB In-
SND Account of Branch  Copy of NID Fee: Charge
 Sub Branch  One Passport Size Recent  Irrespective of balance  Deputy
 Fast Track Photo Tk. 300/- for Current Manager
 Copy of E-TIN Certificate Account and Tk. 500/-  Manager
 Copy of Nominee NID for SND A/C for every
 Nominee Passport Size 06 months.
Photo
 Copy of recent utility bill Closing Charges:
 Copy of Valid trade  Maximum Tk. 300/-
license (duly attested).
 Copy of VAT Certificate
(duly attested) where
applicable.
 In case of Company A/C
copy of Company’s legal
documents, Board
Resolution etc.

Note: Additional papers

may be required as
deemed by the bank.
2 Savings Account  Account Opening Form Account Maintenance
(Savings Plus/ General/  Copy of NID Fee:
Excel/School Savers/No  One Passport Size Recent  No A/C maintenance
Frill) Photo charge on Savings A/C
 Copy of TIN Certificate having half-yearly
 Copy of Nominee NID average balance upto
 Nominee Passport Size Tk. 10,000/- or less.
Photo
 Copy of recent utility bill  Tk. 100/- on a half-
 Copy of Professional ID yearly basis from
Savings A/C having
Note: Additional papers half-yearly average
may be required as balance of more than
deemed by the bank. Tk.10,000/- up to Tk.
3 Account Opening through  Copy of NID 25,000/-
E-KYC (NexusPay App)  Copy of Nominee NID
 Nominee Passport Size  Tk. 200/- on a half-
Photo yearly basis from
Savings A/C having
 Copy of Recent Utility Bill
half-yearly average
balance of more than
Tk. 25,000/- up to Tk.
2,00,000/-

 Tk. 250/- on a half-

yearly basis from
Savings A/C having
half-yearly average
balance of more than

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 CITIZEN’S CHARTER Dutch-Bangla Bank Limited
Your Trusted Partner

Tk. 2,00,000/-up to Tk.

10,00,000/-

 Tk. 300/- on a half-

yearly basis from
Savings A/C having
half-yearly average
balance of more than
Tk. 10,00,000/-
4 Power Account-Salary  Account Opening Form Account Maintenance
 Copy of NID Fee:
 One Passport Size Recent  Nil
Photo Closing Charges:
 Copy of TIN Certificate  Amount available in
 Copy of Nominee NID the account at the
 Nominee Passport Size time of closing but not
Photo more than Tk. 100/-
 Copy of Professional ID
 Copy of recent utility bill
5 Term Deposit/ Note: Customer must  Nil Same Day
Deposit Premium Scheme maintain a
(DPS)/ Savings/Current/ SND
DPS: Chess/ account with the bank.
DPS: Millionaire Deposit
Scheme (MDS)
6 Account Closing (all)  Account Closing Form Closing Charge: 3 Working
 Maximum Tk. 200/- Days

B. INFORMATION UPDATE SERVICES:

7 Change Address/  Front Desk  Account Information  Nil Same Day  GB In-
Change Cell No/ of Branch Change Request Form Charge
Change Email ID/  Sub Branch  Copy of recent utility bill  Deputy
Update TIN  Fast Track (for address change) Manager
 E-tin & recent return  Manager
copy (for TIN Update)
8 Change/ Update  Account Information
Nominee Information Change Request Form
 Copy of Nominee NID
 One Passport Size Recent
Photos of Nominee
9 Signature & Photograph  Account Information
Update Change Request Form
 One Passport Size Recent
Photos
10 Mandate  Account Information
Change Request Form
 Copy of NID of Mandate
 Two Passport Size
Recent Photos of
Mandate
11 TP Update  TP Update Form/Letter
 Supporting Document
12 A/C Operating Instruction  Request Letter
Change  Copy of Board
Resolution
 Copy of NID of
Authorized Person
 CIF

C. CERTIFICATE & STATEMENT SERVICES:

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 CITIZEN’S CHARTER Dutch-Bangla Bank Limited
Your Trusted Partner

13 A/C Statement  Front Desk  General Service Request  Tk. 100/- for each year Same Day  GB In-
of Branch Form/ or part thereof. Charge
 Sub Branch  Authorization Letter (In  Deputy
applicable cases) *2 statements free Manager
per year
Monthly free e-
statement to email
address
14 General Certificates:  General Service Request  No charges for Half- 3 Working
 A/C Certificate (without Form/ yearly & Yearly for Days
balance & with balance  Authorization Letter (In balance confirmation
in TK./FCY) applicable cases) certificate (Twice a
 Sanchaypatra year)
Issuance/Interest
Certificate  Maximum Tk. 100/- be
 Loan Certificate charged for additional
 Foreign currency issuance of certificate
Encashment Certificate per instance.
 Inward Remittance
Certificate
15 Tax Certificate  General Service Request  Nil Same Day
Form
16 Duplicate Instrument/  General Service Request  External Instrument: 7 Working
Savings Certificates/ Form/Authorization ShanchayaPatra/Bond Days
Declaration in lieu Letter (In applicable s etc. Tk. 1,000/-
cases)
 GD Copy
17 Certificate of encashment  General Service Request  Tk.500/- 3 Working
of Bonds/Securities/ Form/Authorization Days
Coupon Letter (In applicable
cases)
 GD Copy
18 Bank certificate required  General Service Request  Tk. 100/- per instance Same Day
by BO Account Holders Form/Authorization
Letter (In applicable
cases)

D. CHEQUE BOOK SERVICES:

19 Issuance of Cheque Book  Front Desk  General Service Request  Tk. 10/- per leaf 5 Working  GB In-
of Branch Form/Authorization Days Charge
 Sub Branch Letter (In applicable  Deputy
 Fast Track cases) Manager
20 Cheque Stop  General Service Request  Tk. 100/- for imposing Same Day
Payment/Cancellation Form/Authorization the instruction
Letter (In applicable
cases)  Tk. 50/- withdrawal of
 GD Copy instruction.
E. ATM & DEBIT CARDS SERVICES:
21 Issuance/Replacement of  Front Desk  Digital Banking Service Nexus-EMV: Same Day for  GB In-
Debit Card of Branch Form  Issuance: Free Nexus-EMV Charge
 Sub Branch   Renewal: Tk. 400/-  Deputy
 Fast Track  Replacement: Tk. 15 Working Manager
400/- Days for Visa/
Master
Visa/Master (Local):
 Issuance: Tk. 750/-
 Renewal: Tk. 750/-
 Replacement: Tk.
750/-

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 CITIZEN’S CHARTER Dutch-Bangla Bank Limited
Your Trusted Partner

Visa/Master
(International)
 Issuance: $10/-
 Renewal: $10/-
 Replacement: $ 5/-
22 Issuance of Duplicate PIN  Nexus-EMV: Tk. 200/- 7 Working
Days
 Visa/Master (Local):
Tk. 250/-
23 Card Block  Nil Same Day
24 Card Stolen Mark  Nil Same Day
25 Claim against Non-  Nil 3-7 Working
Dispensed Cash in ATM Days
26 ATM Video Footage For DBBL:
 Tk. 2,000/- for Dhaka
City,
 Tk. 3,000/- for outside
Dhaka
 Other Bank (local): Tk.
4,000/-

F. ONLINE BANKING SERVICES: E-COMMERCE & INTERNET BANKING/SMS:

27 Internet Banking ID &  Front Desk  Digital Banking Service  Nil Same Day  GB In-
Password Issue of Branch Form Charge
28 PIN Reissue  Sub Branch  Nil 2 Working  Deputy
Days Manager
29 SMS/Alert Banking  Savings Tk. 200/- 2 Working
(Except Power Days
Account-Staff, Power
Account and School
Savers.)

 Excel Tk. 100/-
30 2FA Token Issuance  Nil Same Day for
Hardware
Token

3 Working
Days for
Software
Token

G. CHEQUE/PO/DD/CLEARING/DEPOSIT/WITHDRAWAL:

31 Collection of Local  Front Desk  Deposit Slip Where there is a As per  GB In-
Cheque/Instrument of Branch  Declaration form with clearing charge as per Bangladesh Charge
Clearing  Sub Branch supporting document BB, otherwise: Bank
 Fast Track regarding source of  Actual conveyance, 2 Working
fund/or purpose of Minimum of Tk. 50/- Days
transaction per instance
 Cheque Returned
Maximum Tk. 100/-
per instance
32 Collection of Outstation  Front Desk  Deposit Slip Commission: 15 Working  GB In-
Cheques/ Bills of Branch  Supporting document  Tk. 50/- to Tk. 3,000/- Days Charge
(Clean/Documents)  Sub Branch regarding source of fund
if applicable Postage (Registered):
 At actual, Minimum
Tk. 20/-

Telephone/Telex/e-

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 CITIZEN’S CHARTER Dutch-Bangla Bank Limited
Your Trusted Partner

mail/
Telegram/Fax/SWIFT:
 At actual, Minimum
Tk. 100/-
33 Issuance of Pay Order  Pay Order Service Form  Tk. 20/- to Tk. 100/- Same Day  GB In-
(PO)  Copy of NID Charge
 KYC Document  Deputy
34 Cancellation of PO/PO  Pay Order Service Form  Tk. 50/- flat Same Day Manager
Refund  Request Letter/Deposit  Manager
Slip
 Letter of release/release
35 Issuance of cheque on  Request Letter  Tk. 200/- per instance 2 Working
Bangladesh Bank at Days
clients request
Remittance (Inland)
36 Standing Instruction/  Fund Transfer Service  Tk.200/- for Same Day
Sweep In/Out Request Form compliance of each
 Request Letter instruction.

 Tk. 200/- on Half-

Yearly basis (sweep
in/out)
37 Cash Deposit  Voucher/Deposit Slip Fees per transaction Same Day  Cash
(Over the counter)  Copy of NID for inter-zonal Teller
 Declaration with transactions:
supporting documents  TK. 20/- to Tk. 500/-

Fees will be realized

from Bearer
38 Cash Withdrawal  Cheque Fees per transaction Same Day
(Over the counter)  Copy of NID for inter-zonal
 Declaration with transactions:
Document  Tk. 50/- to Tk. 1,000/-

Fees will be realized

from Bearer
39 Fund Transfer  Front Desk  Cheque/Request Fees per transaction Same Day  GB Teller
of Branch  Declaration with for inter-zonal
 Sub Branch supporting document if transactions:
required letter/Form  Free within Zone
 Inter Zonal Transfer
Fee
40 BEFTN Processing  Front Desk  Fund Transfer Request  Nil 2 Working  GB In-
of Branch Form/ Letter Days Charge
 Sub Branch  Supporting Document  Deputy
 IB Manager
 NexusPay
App
41 RTGS Processing  Front Desk  Fund Transfer Request  Tk. 86.95/- per Same Day
of Branch Form/ Letter transaction
 Sub Branch  Supporting Document

H. REMITTANCE SERVICES (INDIVIDUAL)

42 Cash Pick-Up  Remittance  Application Form  No Charge Same Day  GB In-
Desk  NID Charge
 Front Desk  Deputy
of the Manager
Branch
 Sub Branch
 Agent Point

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 CITIZEN’S CHARTER Dutch-Bangla Bank Limited
Your Trusted Partner

 ATM Booth

43 Account Credit other than  FRD  Nil  Nil  FRD Head

Swift

44 Account Credit through  CTSD  Customer Declaration/  Nil

Swift Form-C with supporting
Document
 NID

I. OTHER SERVICES:
45 Dormant Account  Front Desk  General Service Request  Nil Same Day  GB In-
Activation of Branch Form Charge
 Sub Branch  KYC Document  Deputy
46 Locker & Safe Custody  Front Desk  Application form  Small size Tk. 5,000/- Manager
Service of Selected  KYC Document yearly.  Manager
Branches  Copy of Nominee NID  Medium size Tk.
 One Passport Size Recent 7,000/- yearly.
Photos of Nominee  Large size Tk. 10,000/-
yearly.
Security Money:
 Small-Tk.1,000/-
(refundable)
 Medium Tk. 2,000/-
(refundable)
 Large Tk. 3,000/-
(refundable)

Replacement of lost
key:
 At actual.
47 Various Fees Collection:  Front Desk  Copy of Bill/Voucher  Nil Same Day  Cash
 Automated Challan of Branch Teller
Service
 Utility Bill Collection
 Hajj Deposit
 Tax Token
 Various Other Fees
(School, Premium, etc.)
48 Student File  Front Desk  Student Application Opening Charge: Same Day
of Selected  Copy of all Academic  Tk. 5,000/-
Branches Certificates & Transcripts
 Annual Expenses Details Renewal Fee:
 Valid Passport  Tk. 1,000/- per year
 I-20 (for US only) / Offer
Letter Outward Remittance
 One Passport Size Recent Charge:
 Photo of Student  DD: From $5/- to
 One Passport Size Recent $50/-
 Photo of
Financer/Sponsor.  TT: TK. 1,200 + 15%
 Declaration letter by the per transaction
Student.

Renewal Document:
 Bona fide certificate,
Academic progress
report, Revised expense
estimate for next year

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 CITIZEN’S CHARTER Dutch-Bangla Bank Limited
Your Trusted Partner

2.1.2 Retail Banking Loans:

Sl. Type of Services Service Required Documents & Service Pricing & Payment Service Time Responsibl
Delivery Location Method* e Officer
Method
1 Personal Loan, Car  Front Desk  List of Standard PPG Processing Fee: 7Working
Loan & Home Loan of Branch Documents  Maximum 0.50% or TK Days for
 Sub 15,000/- whichever is lower Approval
Branch for Loan amount up to Tk.
 Fast Track 50 Lac.
 Agent  Maximum 0.30% or TK.
Banking 20,000/- whichever is lower
Office for Loan amount above Tk.
 Sales 50 lac.
Office
 Call Takeover Loan (Personal
Center Loan):
 DBBL  0% on takeover amount for
Website any segment.
 For the additional amount,
regular Processing Fee is
applicable.

Top up (Personal Loan):

 Regular Processing Fee
applicable for additional
disbursed (Net incremental)
amount.

Takeover (Home Loan):

 0% on takeover amount for
any segment.
 For the additional amount,
regular Processing Fee is
applicable.

Car Loan & Home Loan with

100% Liquid Security (any
amount) Processing Fee:
 Maximum 0.50% or TK
2,000/- whichever is lower.
2 SOD Against  Front Desk  Lien of Deposit Instrument  Maximum 0.50% or Tk. 3
Financial Instrument of Branch and other standard charge 1,000/- whichever is lower WorkingDays
 Sub documents. for Loan Amount up to Tk.
Branch 50 Lac.
 Fast Track  Maximum 0.30% or Tk.
 Agent 1,000/- whichever is lower
Banking for Loan Amount above Tk.
Office 50 Lac.
 Sales
Office For other Bank issued Govt.
 Call Bonds:
Center  Maximum 0.50% or Tk.
 DBBL 1,500/- whichever is lower
3 Personal Loan, Car Website  Request Letter  Up to 0.50% of outstanding 3
Loan, Home Loan (early/partial settlement WorkingDays
Early Settlement, amount).
Secured Loan Early
Settlement
(full/partial)
4 SOD  Request Letter  Tk. 500/- 7WorkingDay

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Your Trusted Partner

Enhancement/Reduc  Deposit Instruments s

tion/Security  Standard Documents
Replacement, SOD
Renewal

2.1.3 Credit Card & Prepaid Card:

Sl. Type of Services Service Delivery Required Documents & Service Pricing & Payment Service Time Responsible
Method Location Method* Officer
1 Credit Cards  Front Desk of Common Documents:  Interest Rate: 18% p.a. 10 Working  Credit Card
 Gold Card Branch  Credit Card Application Form Days
 Platinum Card  Sub Branch  Copy of NID Annual/Renewal Fee:
 Titanium Card  Fast Track  Copy of e-TIN certificate
 Signature Card  Agent Banking  Copy of Tax Return Gold Card:
 World Card Office Submission (except student  Tk. 500/- to Tk. 3,500/-
 Diamond Card  Sales Office category upto limit TK. two (Depending on card limit)
 Other  Call Center lac)  Supplementary Card free
Equivalent  DBBL Website  Passport Size Recent Photo
Cards Platinum/Titanium Card:
For Salaried:  Tk. 3,000/- to Tk. 6,000/-
 Copy of salary certificate/pay (Depending on card limit)
slip/ last increment letter, etc.  Supplementary cards for all
 03 months Bank Statement family members may be
 Business Card/Office ID issued at a fee of 50% of
Primary Card.
For Businessman:
 Copy of Valid Trade Signature/World/Diamond/
License,Memorandum & Equivalent Other Cards:
Articles of Association etc.  Tk. 20,000/-
 6 months Bank Statement  Supplementary cards for all
 Business Card family members may be
issued at a fee of 50% of
For Land Lord/Land Lady: Primary Card
 Ownership Proof (i.e.
Registered Deed/Utility Bill/ (Applicable at the end of
Mutation Copy/ Duplicate each year on anniversary)
Carbon Receipt/ Holding Tax
Copy etc. Closing Charge:
 6 months Bank Statement  Gold/Platinum/Titanium:
Free
For Self-Employed  Signature/World or
Professionals (Doctors, equivalent other Cards: Tk.
Engineers etc): 5,000/- (Primary Card)
 Declared Income on personal  Tk. 2,500/- (Supplementary
letter head Card)
 3 months Bank Statement (If the Card is completely
 Visiting Card unused then Free)
2 Prepaid Card  Front Desk of  Application Form  Issuance Fee: Tk. 500/- at 5 Working
Travel card Branch  Copy Passport Size Recent the time of Issuance Days
Campus Card  Sub Branch Photo  Annual Fee: NIL
 Fast Track  Copy of National ID/ Valid  SMS Alert: Nil
 Agent Banking Passport Copy/ Student ID  Reload Fee: Nil
Office  Monthly Statement Fee: Nil
 Sales Office  Card Pre Closure: Free
 Call Center
 DBBL Website
3 Replacement of  Front Desk of  Customer Card Service Form  Tk. 500/-
Card Branch  Original Passport (for  Tk.400/- (for Prepaid Card
 Sub Branch Endorsement) only)
4 Issuance of  Fast Track  Tk. 200/-

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 CITIZEN’S CHARTER Dutch-Bangla Bank Limited
Your Trusted Partner

Duplicate PIN
5 Sales Slip  Local: Tk. 100/-
Retrieval  Multicurrency: $ 5/-

6 Statement  Local: Tk. 100/-

Retrieval  Multicurrency: $ 10/-

7 Balance Transfer  Free

8 Fund Transfer  1/-% of TransferAmount
9 Statement on  Tk. 100/-
Demand
(Prepaid Card)
10 Certificate Issue  Tk. 150/-
11 Passport  Front Desk of  Passport  Free 2 working
Endorsement Branch  Dual Currency Credit/Debit days
against Credit Card
Card

2.1.4 Foreign Exchange and Foreign Trade Transaction:

Import

Sl. Type of Services Service Required Documents & Service Pricing & Payment Service Time Responsible
Delivery Location Method* Officer
Method
1 Letter of Credit  Branch  Customer Application  LC Opening Commission Same Day (in  Deputy
(Under  Cluster  Limit/Specific sanction from Maximum 0.40 per quarter case if Manager
Limit/Specific HO* for sight LC, applied value  Manager
Sanction)  Customer undertaking if Value  LC Opening Commission is below USD  Cluster
exceeds USD50K Maximum 0.50 per quarter 3/- Min.) Officials
 Charge Docs attached for Deferred/Usance LC,  CTSD Desk
 Valid PI/Indent  LC Opening Commission Otherwise Officials
 Valid HS Code Maximum 0.40 per quarter 5 Working
 BIDA permission for importing for BTB LC, Days
capital machinery for  LC Opening Commission
industrial use Maximum 0.25 per quarter
 Updated Digital IRC under 100% cash margin
(Industrial)  Acceptance commission
 Valid Trade License maximum 0.40% per
 Membership Certificate quarter.
 TIN  Issuance of Shipping
 Preceding Year Tax return Guarantee Charge-Nil
 E-BIN (13 Digit)
 Insurance Cover Note (as per
HO sanction)
 Valid satisfactory Credit
Report
 Any other document as per
BB Foreign Exchange
Guideline, UCP-600,ISBP
745,Incoterm 2020, URR 725
Bangladesh Bank circular &
circular letter and currently
enforced Import policy order
& related SRO.
2 LC Amendment  Customer Request.  Flat Tk. 750/- Same Day
 Revised PI/Indent.
 Amended Insurance Cover
note

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Your Trusted Partner

 Head Office Sanction if

required.

3 Import Against  Customer Application SWIFT Charge:

Advance  Customer undertaking if Value  Minimum Tk. 100/-
Remittance exceeds USD50K  Maximum Tk. 500/-
 Charge Docs attached
 Valid PI/Indent
 Valid HS Code
 BIDA permission for importing
capital machinery for
industrial use
 Updated Digital IRC
(Industrial)
 Valid Trade License
 Membership Certificate
 TIN
 Preceding Year Tax return
 E-BIN (13 Digit)
 Insurance Cover Note (as per
HO sanction)
 Valid satisfactory Credit
Report
 Any other document as per
BB Foreign Exchange
Guideline, UCP-600, ISBP 745,
Incoterm 2020, URR 725
Bangladesh Bank circular &
circular letter and currently
enforced Import policy order
& related SRO.
4 VAT certificate  As guided by NBR issued SRO  As per NBR issued SRO  CTSD
issuance Officials
(Non-Exporter)
Export

Sl. Type of Services Service Required Documents & Service Pricing & Payment Service Time Responsible
Delivery Location Method* Officer
Method
1 Export Bill  Branch  Up to Date Trade License  Documents Processing 2 Working  CTSD
Processing  Cluster  Up to Date Tin commission Flat Tk.500/- Days Officials
 Up to Date Vat
 Up to Date ERC (Lien With
DBBL)
 NOC, if Required (When
Client Boarded On DBBL From
Other Bank And ERC Lien
With Other Bank’s)
 Any other documents as per
BB Foreign Exchange
Guideline, UCP-600, ISBP
745,Incoterm 2020, URR 725
Bangladesh Bank circular &
circular letter and currently
enforced Export policy order
& related SRO
2 Advance As per BB Foreign Exchange  Documents Processing Same Day
Payment Guideline, Bangladesh Bank commission Flat Tk.500/-
realization circular & circular letter and
Import policy order

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 CITIZEN’S CHARTER Dutch-Bangla Bank Limited
Your Trusted Partner

3 Export Cash  Branch As per Foreign Exchange  Service Charge Nil Same Day
Credit  Cluster Guideline, Bangladesh Bank
circular & circular letter and
currently enforced Export
policy order, SRO
4 Proceed As per Foreign Exchange  Flat TK. 500/-
Realization Guideline, Bangladesh Bank
Certificate circular & circular letter
issuance
5 BL endorsement As per BB Foreign Exchange  No charge
and NOC Guideline, UCP-600,
issuance Bangladesh Bank circular &
circular letter.
6 Freight As per Foreign Exchange  No charge
certificate Guideline, Bangladesh Bank
issuance circular & circular letter.
7 Source Tax National Board of Revenue  No charge
Certificate
8 Back to Back LC As per Foreign Exchange  LC Opening Commission
Opening Guideline, Bangladesh Bank Maximum 0.40 per quarter
circular and circular letter,
Currently enforced Import
Policy Order and Export Policy,
UCP-600, ISBP 745,Incoterm
2020, URR 725.
 Bond License,
 IRC
 ERC
 BIN
 TIN
 Sales/Purchase contact or
Export LC for Lien,
 Party Application
 LC Opening form
 PI/Indent
 Insurance
 IMP Form
 Credit Report as per
policy
9 BTB Import As per BB Foreign Exchange  No Charge
against Advance Guideline, Bangladesh Bank
Remittance circular and Import policy
order
10 Free of Cost Currently enforced Import  No Charge
import certificate Policy Order
issuance
11 Shipping As per Foreign Exchange  No Charge
Guarantee Guideline, Bangladesh Bank
issuance circular & circular letter and
currently enforced IPO
12 Import As per Foreign Exchange  No Charge
Documents Guideline, Bangladesh Bank
release circular and circular letter, UCP
600, ISBP 745 and URR 725
13. EDF Financing As per Foreign Exchange  No charge
Guideline, Bangladesh Bank
circular and circular letter
14 UPAS Payment As per Foreign Exchange  No charge
Guideline, Bangladesh Bank
circular and circular letter
15. LC Advising As per Foreign Exchange  Flat TK. 750/- 2 Working

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Your Trusted Partner

Guideline, UCP 600, Days

Bangladesh Bank circular and
circular letter
16 LC Transfer  Branch As per Foreign Exchange  Flat TK. 750/- Same Day  CTSD
 Cluster Guideline, UCP Officials
600,Bangladesh Bank circular
and circular letter, UCP 600
17 Local Export Bill  Branch As per Foreign Exchange  Flat Tk.500/- Same Day
processing  Cluster Guideline, UCP-600,
Bangladesh Bank circular and
circular letter

Remittance

Sl. Type of Services Service Required Documents & Service Pricing & Payment Service Time Responsible
Delivery Location Method* Officer
Method
1 Inward  Branch As per Foreign Exchange  Nil Same Day  CTSD
Remittance  Cluster Guideline, Bangladesh Bank Officials
circular and circular letter
2 Outward As per Foreign Exchange SWIFT Charge:
Remittance Guideline, Bangladesh Bank  Minimum Tk.100/-
circular and circular letter  Maximum Tk.500/-
3 Remittance As per Foreign Exchange  Nil
Related Guideline, Bangladesh Bank
Certificate circular and circular letter

Bank Guarantee

Sl. Type of Services Service Required Documents & Service Pricing & Payment Service Time Responsible
Delivery Location Method* Officer
Method
1 Issuance Bank  Branch  Customer Request Letter.  As per individual sanction 2 Working  CTSD
Guarantee  Cluster  Beneficiary’s Requisition to advice, Days Officials
customer.  Maximum 0.50% per
 Set of Documents for HO quarter and minimum
Sanction Tk.1000/-
 Set of Standard Charge
Documents.
2 Renewal/Validity  Customer Request Letter  Maximum 0.50% per
Extension  Beneficiary’s Requisition to quarter and minimum
customer Tk.1000/-
3 Claim Settlement Beneficiary’s Claim letter along  Nil
with original Guarantee as per
terms and condition.
4 Closure Return of Original Guarantee  Nil

Cash Incentive

Sl. Type of Services Service Required Documents & Service Pricing & Payment ServiceTime Responsible
Delivery Location Method* Officer
Method
1 Different Cash  Branch Bangladesh Bank Circular &  TK 3,000/- each file. 2 Working  CTSD
incentive related  Cluster circular letter, NBR issued SRO. Days Officials
services

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Your Trusted Partner

2.1.5 Credit:

SME Loans (BBD)

Sl. Type of Services Service Delivery Required Documents Service Pricing & Payment ServiceTime Responsible
Method & Location Method* Officer
1  DBBL Cash Credit:  Front Desk of As per respective  Nil 15-20  Branch
Cash Credit/ Overdraft Branch Product Program Working Loan
(BBD)  Sub Branch Guideline. Days to Officer
 DBBL Term Loan:  Fast Track sanction  RM
Term Loan (BBD)  Agent Banking  Concerned
 DBBL Women Office & Agent
Entrepreneurs  Call Center Banking
Financing  DBBL Website 10-15 Official
(Cash Credit) Working  Branch
 DBBL Women Days to Manager
Entrepreneurs disbursement
Financing
(Term Loan)
 DBBL Property Term
Loan:
Housing Finance(BBD) Partial / Early Settlement 1-2Working
 Agriculture Financing Fee: Days
(BBD)  Maximum 0.50% of
 Short Term Loan: settlement amount
(Limit/Specific) - (BBD) (except Cottage, Micro &
 Foreign Trade (BBD) Small Entrepreneurs)
 Letter of
Guarantee(Bid Bond/
PG/APG/Customs
Guarantee)
limit/specific (BBD)
 Covid-19 Stimulus Loan
Other Services:
2 CIB Report  Front Desk of  Complete CIB form,  At actual 1-2 Working  Branch
Branch NID etc. Days Loan
3 Stamp  Sub Branch  Customer signature Officer
 Fast Track on charge  RM
 Agent Banking documents  Concerned
4 Legal (3rd party) Office  Property related 5-7 Working Agent
legal documents Days Banking
Official
 Branch
5 Valuation (3rd party) Manager

SME Loans (SME-PPG):

Sl. Type of Services Service Delivery Required Documents Service Pricing & Payment ServiceTime Responsible
Method & Location Method* Officer
1  DBBL Cash Credit:  Front Desk of  As per respective Processing Fee: 15-20  Branch
Len-Den Branch Product Program  Nil Working Loan
 DBBL Term Loan:  Sub Branch Guideline. Days to Officer
Somridhi  Fast Track Partial / Early Settlement sanction  RM
 DBBL Women  Agent Banking Fee:  Concerned
Entrepreneurs Office  Maximum 0.50% of Agent
&
Financing  Call Center settlement amount (except Banking
(Cash Credit)  DBBL Website Cottage, Micro & Small
10-15
Official
Shofolota Entrepreneurs)  Branch
Working
 DBBL Women Manager

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Your Trusted Partner

Entrepreneurs (Loan amount up to Tk.5/- Days to

Financing (Term Loan) million: 0.50% or disbursement
Uthsaho Tk.15,000/-; whichever is
 DBBL Festival lower.)
LoanUtshab
 DBBL Distributor (Loan amount above Tk.5/-
Financing million: 0.30% or
Proshar Tk.20,000/-; whichever is
 DBBL Property lower.)
LoanJanala
 DBBL Prantik Credit Guarantee Scheme  CGS Focal
 DBBL Unnoyan (CGS) Fee: official for
 DBBL Utpadon  Guarantee fee is 1/-% of paid to
 Covid-19 Stimulus Loan loan amount for first year Credit
 DBBL Start-Up from guarantee Guarantee
FundAnqur registration date & 0.50% Departme
 SME Term Loan: (if banks classified loan will nt within
Credit Guarantee below 5/-%)/ 0.75% (if 15 days of
Scheme banks classified loan will registratio
 DBBL SME Overdraft above 5/-%) for n
(OD) subsequent years. Fees will
be charged on borrower's
 CMSME Term Loan
account.
Refinance Scheme
Uddog
Fees will be realized from
loan amount at the time of
disbursement
Other Services:

2 CIB Report  Front Desk of  Complete CIB form,  At actual 1-2 Working  Branch
Branch NID etc. Days Loan
3 Stamp  Sub Branch  Customer signature Officer
 Fast Track on charge  RM
 Agent Banking documents  Concerned
4 Legal (3rd party) Office  Property related 5-7 Working Agent
5 Valuation (3rd party) legal documents Days Banking
Official
 Manager

Mobile Banking:

Sl. Type of Services Service Delivery Required Documents & Service Pricing & Payment ServiceTime Responsible
Method Location Method* Officer
1 ROCKET AC Registration  Agent Point  Account opening form  AC Maintenance: Nil 72Hours for  Agent outlet
 Fast Track for paper KYC  Closing Charge: Nil paper KYC &  FT Manager
 Self-Registration  NID Instant for e-
 One passport size KYC
recent photo
2 Cash In  Agent Point  Deposit slip for Cash  As mentioned in following Instant  Agent outlet
 Fast Track In at Branch Table**  FT Manager
 CRM  Cash In
 Branch Charge
3 Cash Out  Agent Point  Deposit slip for Cash  As mentioned in following Instant  Agent outlet
 Fast Track In at Branch Table** Instant  FT Manager
 CRM  Cash In
 Branch Charge
4 Bill Pay  Agent Point  NA  Agent outlet
 Branch  Cash In
 Self-Initiate Charge
5 Merchant Pay  Self-Initiated NA  NA

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Your Trusted Partner

6 Send Money(P2P)  Self-Initiated NA  NA

7 Bank Transfer  Self-Initiated NA  NA
8 Add Money form Credit  Self-Initiated NA  NA
Card/Other Bank
9 Balance Inquiry  Self-Initiated NA  NA
10 Remittance  Self-Initiated NA  NA

**Table: Service Charges (Mobile Banking transaction)

TXN Type General Consumer Product Salary and Stipend Product

 Cash-in at Agent Free 0.9% of TXN Amt
 Cash-in at DBBL branches / Fast Track/CRM Free TK. 10 per Txn
 Cash-out at Agent 1.67% of TxnAmt 0.9% of TXN Amt
 Cash-out at DBBL branches 0.9% of TxnAmt TK. 10 per Txn
 Cash-out from DBBL ATM 0.9% of TxnAmt Free
 P2P (send money) to Same product Free Free
 P2P (send money) to other product 0.90% of Txnamt Free
(Charge will be realized from receiver)
 Rocket to DBBL Core Banking Account/Card transfer (MBS to 0.9% of TxnAmt Free
CBS/Card)
 DBBL Core Banking Account to Rocket Transfer (CBS to MBS) Free Free

 Top-up / Mobile recharge Free Free

 Balance Enquiry Free Free
 Statement Enquiry Free Free
 Merchant Payment (payable by customer) Free Free
 Disbursement like salary, Grant, stipend etc. (payable by Free Free
Corporate or Customer)
 Receive money from other Bank As per the agreement with concern
bank
 Send money to other bank a/c or card As per the agreement with concern
bank

Agent Banking

Sl. Type of Services Service Required Documents & Service Pricing & Payment Service Time Responsible
Delivery Location Method* Officer
Method

A. Account Opening/Closing Services

1 Savings Account  Agent  Duly filled up AOF  Free for opening an account Regular  Outlet
Banking along with customer Tk.10 for closing an SB Banking hour Owner,
2 Salary Account Outlet specimen signature account announced by Teller
Other  MB & AB  2 (Two) copies of BB time to time  Compliance
Organization Offices recent photo of officials of
3 Special Salary account holder duly MB&AB
Account Other attested by introducer offices
Org. and 1 (One) copy
4 School Banking photo of nominee duly
Account-Agent attested by the
Banking account holder and
5 Interest Free copy of NID/Passport
Savings Deposit or Birth Registration
Account Certificate with other
photo ID for both
account holder and the
nominee.
6 Joint Account  Duly filled up AOF

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 CITIZEN’S CHARTER Dutch-Bangla Bank Limited
Your Trusted Partner

along with specimen

signature of all
accounts holders.
 Customer Information
Form (CIF) of all joint
account holders.
 2 (Two) copies of
recent photo of
account holder duly
attested by introducer
and 1 (One) copy
photo of nominee
duly attested by the
account holder and
copy of NID/Passport
or Birth Registration
Certificate with other
photo ID for both
account holder and
the nominee.
7 Current Account  Duly filled up AOF and  Free for opening an account
signed by Proprietor  Tk.100 for closing a Current
with company seal. account
 2 (Two) copies of
recent photo of
account holder duly
attested by introducer
and 1 (One) copy
photo of nominee
duly attested by the
account holder and
copy of NID/Passport
or Birth Registration
Certificate with other
photo ID for both
account holder and
the nominee.
 Copy of valid trade
license (duly attested).
 Copy of E-TIN (duly
attested).
 Copy of Vat Certificate
(duly attested) where
applicable
8 Agent Banking  As required in Savings  Free for opening an account  Compliance
DPS Deposit Account. officials of
 (3/5/8/10 MB & AB
Years) offices
Term Deposit
 (3/6/12
months)

B. Information Update

15 Address Update  MB & AB  Customer Application  Free Instantly  MB & AB

16 Signature/Photo Office along with relevant Office
Add and Deletion compliance documents compliance
17 Mobile No unit will unit
Update deal with
18 Nominee Change customer
19 Mandate
20 TP Update

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Your Trusted Partner

C. Balance Inquiry, Statement & Certificate

21 Balance Inquiry  Agent  Free Instantly  Agent
22 Account Outlet, FT,  Tk.50 Instantly Outlet, FT,
statement MB & AB MB & AB
Office, Office,
Branch Branch
23 Bank Certificate  Branch  Customer Application  Free Instantly  Branch
D. Cheque Book
24 Cheque Book  Front  Customer Application  Tk.100 (20 leaves cheque 5 Working Days  Concern
Request (Issuing Desk/Help Book) officer of
& Delivery) Desk of Branch
25 Stop Payment DBBL  Free Instantly
Branch
26 Outward Cheque  Branch  Cross cheque along  Regular Value: Below 5 Lac High Value
Clearing Clearing with filled up deposit Tk.10 Regular Value: Above Same Day
Desk slip 5 LacTk.25 Low Value
 High Value: Tk.60 2 Working
Days
27 Cash Cheque  Cash  Cash Cheque  Free Instantly
Payment Counter of
Branch

E. ATM Card
28 Issuance of New  MB & AB  Acknowledgement slip  Free Instantly  MB & AB
ATM Card Office, FT, Office
(Nexus) & PIN Branch  FT
 Branch
29 ATM Card  MB & AB  Customer Application  Tk. 200/- Instantly  MB & AB
Replacement Office, Office
30 Issuance of Branch  Tk. 100/- 7 Working Days  Branch
Duplicate ATM
PIN
31 Card Block  Free Instantly
32 Card Stolen Mark  Free Instantly
33 Settlement of  FT, MB &  Free 3 Working Days  ADCD
cash un- AB Office,
dispensed DBBL Branch
on us
34 ATM Video  MB & AB  Tk. 1,000/- 15 Working
Footage Office, Days
Branch

F. Retail Loans

35 Personal Loan,  Front Desk  As per respective Processing Fee (New Loan): Generally 3-5  ABD & RBD
Car Loan & Home of Branch Product Program  Maximum 0.50% or Tk. working days
Loan  Sub Branch Guideline (PPG) 15,000/- whichever is lower to sanction
 Fast Track for loan amount up to Tk. 50 depending on
 Agent Lac. the product
Banking  Maximum 0.30% or Tk. type and
Office 20,000/- whichever is lower subject to
 Mobile for loan amount above Tk. 50 fulfillment of
Banking Lac. all
Office requirements
 Call Center Takeover Loan (Personal Loan as per policy.
 DBBL and Home Loan):
Website  0% on takeover amount for
any segment.

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Your Trusted Partner

 For the additional amount,

regular Processing Fee is
applicable.

Top up Loan (Personal Loan

and Home Loan):
 Regular Processing Fee
applicable for additional
disbursed (Net incremental)
amount only.
Partial Settlement Fee: Generally 1-2  Concerned
 Up to 0.50% of outstanding working days Branch
amount which to be paid for to execute Official
partial settlement. subject to  Relation
Early Settlement Fee: fulfilment of all Manager
 Up to 0.50% of outstanding requirements  Concerned
amount which to be paid for as per policy. Agent
early settlement. Banking
Official
 Branch
Manager
36 Car Loan, Home  Front Desk  As per respective Processing Fee: Generally 2-3  Loan Officer
Loan with 100% of Branch Product Program  Maximum 0.50% or Tk. working days  RM
liquid security  Sub Branch Guideline (PPG) 2,000/- whichever is lower. to sanction  Concerned
(any amount)  Fast Track depending on Agent
 Agent the product Banking
Banking type and Official
Office subject to  Branch
 Mobile fulfillment of Manager
Banking all
Office requirements
 Call Center as per policy.
 DBBL Partial Settlement Fee: Generally 1-2
Website  Up to 0.50% of outstanding working days
amount which to be paid for to execute
partial settlement. subject to
fulfillment of
Early Settlement Fee: all
 Up to 0.50% of outstanding requirements
amount which to be paid for as per policy.
early settlement.
37 Secured  Front Desk Processing Fee: Generally 1-3  Loan Officer
Overdraft (SOD) of Branch  Maximum 0.50% or Tk. Working Days  Concerned
 Sub Branch 1,000/- whichever is lower to sanction Agent
 Fast Track for loan amount up to Tk. 50 subject to Banking
 Agent Lac. fulfilment of all Official
Banking  Maximum 0.30% or Tk. requirements  Branch
Office 1,000/- whichever is lower as per policy. Manager
for loan amount above Tk. 50
Lac.
38 Secured Loan Processing Fee:
 Maximum 0.50% or Tk.
1,000/- whichever is lower
 For other Bank issued Govt.
Bonds: Maximum 0.50% or
Tk. 1,500/- whichever is
lower
Partial Settlement Fee: Generally 1-2  Concerned
 Up to 0.50% of outstanding Working Days Branch
amount which to be paid for to execute Official
partial settlement. subject to  Relationship

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Your Trusted Partner

Early Settlement Fee: fulfillment of Manager

 Up to 0.50% outstanding all  Concerned
amount which to be paid for requirements Agent
early settlement. as per policy. Banking
Official
 Branch
Manager

G. SME Loan

39 Cash Credit  Front Desk  As per respective Maximum limit: Tk. 750/- Depend on  Loan Officer
of Branch Product Program million documents  Concerned
 Sub Branch Guideline (PPG)  Interest rate 8.50% Agent
 Fast Track  Tenure 12 months Banking
 Agent  No processing fee Official
Banking  No renewal fee  SME division
40 Term Loan Office Maximum limit: Tk. 500/-
million
 Interest rate 8.50%
 Tenure 12 to 120 months
 No Processing fee
41 Home Finance Maximum limit: Tk. 500/-
million
 Interest rate 8.50%
 Tenure 12 to 120 months
 No Processing fee
42 Women Maximum limit: Tk. 5/-
Entrepreneurs million
Financing (CC)  Interest rate 8.50%
 Tenure 12 to 120 months
 No Processing fee & no
renewal fee.
43 Women Maximum limit: Tk. 5/-
Entrepreneurs million
Financing (Term  Interest rate 8.50%
Loan)  Tenure 12 to 120 months
 No Processing fee
44 Festival Loan Maximum limit: Tk.20/-
million
 Interest rate 8.50%
 Tenure 06 months
 No Processing fee
H. Other Services
1 Loan  Front Desk  Customer request Loan Reschedule/ Generally 5-7  Concerned
Reschedule/ of Branch letter, other obligation Restructure Fee: Working Days Branch
Restructure  Sub Branch details etc.  Maximum 0.25% or Tk. subject to Official
 Fast Track 10,000/- whichever is lower fulfilment of all  Relationship
 Agent requirements Manager
Banking as per policy.  Concerned
Office Agent
Banking
Official
 Branch
Manager
2 CIB Report  RBD  Complete CIB form,  As per respective Product As per  Concern
NID, Photograph etc. Program Guideline (PPG) respective Officer of
3 Stamp  Front Desk  Customer signature Product RBD & FICD
of Branch on charge documents Program
 Sub Branch Guideline
(PPG)

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Your Trusted Partner

rd
4 Legal (3 party)  Fast Track  Property related legal As per  Concerned
 Agent documents as per respective Branch
Banking Home Loan PPG Product Official
Office Program  Relationship
Guideline Manager
(PPG)  Concerned
Agent
Banking
Official
 Branch
Manager

*Note:
 VAT is applicable on all the Fees & Charges as per Government policy
 All Fees & Charges will be realized from the customers’ accounts maintained with DBBL
 Any of the above may change anytime as per the decision of DBBL Management

2.2 Institutional Services

Sl. Type of Services Service Delivery Required Service Service Responsible Officer
Method Documents & Pricing & Time
Location Payment
Method
1 Providing Account Letter/ Email N/A No Service Within Mr. Md. Mosharraf Hossain
related information/ Charge their limit Head of Branch Operation
document to schedule and Liability Division
Bangladesh hossain.mosharraf@dutchbanglabank.com
Bank/National Board
of Revenue/ Anti-
Corruption
Commission
/Other Regulatory
Bodies
2 Account Attachment Freezing account by N/A No Service Within Mr. Md. Mosharraf Hossain
the Court Order/ Charge their limit Head of Branch Operation
Related Laws for schedule and Liability Division
enquiry or TAX/VAT hossain.mosharraf@dutchbanglabank.com
collection.
3 Transfer of VAT & By collecting from the Challan & No Service As per Mr. Md. Shahid Ullah
Source TAX to NBR branches/Head Office Statement Charge regulatory Head of Tax Management and Compliance
instructio Cell shahid.ullah@dutchbanglabank.com
n
4 By collecting from the Challan & No Service As per Mr. Md. Shahid Ullah
Transfer of Excise
Duty to NBR branches Statement Charge regulatory Head of Tax Management and Compliance
instructio Cell shahid.ullah@dutchbanglabank.com
n
5 CTR Reporting Cash Deposit or N/A No Service Within 21 Mr. Biswajit Das
withdrawal of more Charge days of Head of IC&CD
than Tk.10 lac in an next biswajit.das@dutchbanglabank.com
account in a day month
reported as CTR to BFIU
6 STR/SAR Reporting STR/SAR means a N/A No Service As and Mr. Biswajit Das
formatted report of Charge when Head of IC&CD
suspicious detected biswajit.das@dutchbanglabank.com
transactions/activities
where there are
reasonable grounds to
suspect that funds are
the proceeds of
predicate offence or
may be linked to
terrorist activity or the
transactions do not
seem to be usual
manner.

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Your Trusted Partner

7 Transfer of By collecting from the N/A No Service As per Mr. Muhammad Kamruzzaman
unclaimed deposit branches Charge regulatory Head of Accounts Division
over 10 years to instructio kamruzzaman.muhammad@dutchbanglabank
Bangladesh Bank n .com
8 Deploy Audit Firm By receiving Application Application and No service - Mr. Mohammed Mesbahul Alam
(external) from other related charges Head of Board Secretariat
renowned/qualified documents mesbah.alam@dutchbanglabank.com
Chartered Accountant
9 Internship Recommendation from Student’s No service 3 Mr. Zahid Ahmed
Program for the concerned application, charges Months/ Human Resources Division
higher study institution Concerned desired zahid.ahmed@dutchbanglabank.com
Institution’s time
recommendation duration
and other related of the
documents institution
10 Payment of bill As per Bank’s Vendor’s request Contract As Per Mr. Muhammad Kamruzzaman
and purchase procurement policy and other related values contract Head of Accounts Division
related expense documents kamruzzaman.muhammad@dutchbanglabank
(Furniture, Printing .com
etc..)
11 Purchase of As per Bank’s Vendor’s request Contract As Per Mr. Mohammad Emdadul Haque Khan
Software, procurement policy and other related values contract Head of ITPIRMD
Computer and documents emdad.khan@dutchbanglabank.com
other computer
accessories
12 Providing Bank’s By auditing Bank’s Uploading RIT No Service 3 Months Mr. Muhammad Kamruzzaman
Information Books of accounts by charge after Head of Accounts Division
(Profit/Loss, EPS< External Audit Farm completio kamruzzaman.muhammad@dutchbanglabank
NAV etc.) to n of year .com
Bangladesh Bank
and other regulatory
bodies
13 Regulatory Guidelines, Circular As per bank’s No Service As and Mr. Muhammad Kamruzzaman
Reporting and policy, or charge when Head of Accounts Division
ensure compliance regulatory required kamruzzaman.muhammad@dbbl.com
of all guidelines of Formats, or
regulators Management
decision
14 All kinds of clearing Letter/ Email As per bank’s No Service Daily Mr. Abdul Monem
& settlement (BACH, policy charge Head of International Division-TBO
EFT, RTGS, IDTP, abdul.monem@dutchbanglabank.com
Nostro A/C)
15 Inter-bank Foreign Letter/ Email As per bank’s No Service Daily Mr. Shah Md. Jubaer Head of Treasury
Exchanges buy-sell policy charge Division(FO)
operations shah.jubaer@dutchbanglabank.com
16 Inter-bank call Letter/ Email As per bank’s No Service Daily Mr. Shah Md. Jubaer Head of Treasury
money policy charge Division(FO)
arrangements shah.jubaer@dutchbanglabank.com
17 Money Market Letter/ Email As per bank’s No Service Daily Mr. Shah Md. Jubaer Head of Treasury
Operation & policy charge Division(FO)
investment shah.jubaer@dutchbanglabank.com
18 Enlistment of Panel Conduct litigation, As per bank’s Mutually As per Mr. Md. Asaduzzaman
Lawyer & Bill provide legal opinion policy agreed fee standard Head of Special Asset Management Division
payment aligned time md.asaduzzaman5897@dutchbanglabank.co
with frame m
market
standard
19 Agent Banking DMS upload As per agent No Service Same day Mr. Ahmed Aslam Al Ferdous Haed of Agent
Operations banking operation charge Banking Division
manual aslam.ferdous@dutchbanglabank.com

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Your Trusted Partner

2.3 Internal Services

Sl. Type of Services Service Delivery Required Service Service Responsible Officer
Method Documents & Pricing & Time
Location Payment
Method
1 Maintaining employees Annual/ On demand - No Annual Mr. Zahid Ahmed
Provident Fund and Service Human Resources Division
providing balance charge zahid.ahmed@dutchbanglabank.com
confirmation there on
2 Maintaining employees Build-up fund as per - No Annual Mr. Muhammad Kamruzzaman
Superannuation Fund and Bank’s policy Service Head of Accounts Division
Gratuity Fund charge kamruzzaman.muhammad@dutchbanglabank.com
3 Employees Salary & Approval from the - No Monthly Mr. Zahid Ahmed
Allowances authority & existing Service Human Resources Division
service rules charge zahid.ahmed@dutchbanglabank.com
4 Performance Evaluation of Bank’s format As per bank’s No Banking Mr. Zahid Ahmed
Employees process Service hour Human Resources Division
charge zahid.ahmed@dutchbanglabank.com
5 Approval from the Through No As and Mr. Zahid Ahmed
Transfer/Posting
authority & existing Letter/email Service when Human Resources Division
service rules charge required zahid.ahmed@dutchbanglabank.com
6 Internal Training Through DBBL By issuing office No According Mr. Zahid Ahmed
Training Institute as order Service to the Human Resources Division
per requirement charge training zahid.ahmed@dutchbanglabank.com
schedule
7 External Training Professional training By issuing No As and Mr. Zahid Ahmed
through different Nomination Service when Human Resources Division
institute, regulatory letter from HRD charge required zahid.ahmed@dutchbanglabank.com
authority
8 Award/Reward Acknowledgement of By issuing letter - - Mr. Zahid Ahmed
extra ordinary Human Resources Division
contribution of the zahid.ahmed@dutchbanglabank.com
employees for the
organization
9 Separation from the As per DBBL staff By issuing letter - - Mr. Zahid Ahmed
services service rules and Human Resources Division
Laws of the land and zahid.ahmed@dbbl.com
approval from
competent authority
10 Allowing Leave Approval from Digitally ( - - Mr. Zahid Ahmed
concerned authority Through DMS) Human Resources Division
zahid.ahmed@dutchbanglabank.com
11 Permitting Travelling to Approval from Request Letter - - Mr. Zahid Ahmed
abroad concerned authority Human Resources Division
zahid.ahmed@dutchbanglabank.com
12 As per fulfillment of Interview/ - - Mr. Zahid Ahmed
Employment Confirmation condition of Assessment Human Resources Division
appointment letter based on zahid.ahmed@dutchbanglabank.com
recommendatio
n
13 Through collecting & As and when - - Mr. Zahid Ahmed
Updating information of the
preserving required Human Resources Division
Officers/Executives
information of the zahid.ahmed@dutchbanglabank.com
staff
14 Issuance of Employee Application through Physical Card - - Mr. Zahid Ahmed
Identity Card proper channel Human Resources Division
zahid.ahmed@dutchbanglabank.com
15 Bank’s Budget As per Bank’s existing As per - - Mr. Muhammad Kamruzzaman
submission/Implementation policy and approval prescribed Head of Accounts Division
related Service from concerned Format kamruzzaman.muhammad@dutchbanglabank.com
authority
16 Issuance of AIT Certificate Income TAX Act As per prescribe - Before Tax Mr. Zahid Ahmed
of the employees format submission Human Resources Division
time zahid.ahmed@dutchbanglabank .com
17 Staff House Building Loan Approval from the Request letter As per the Bank’s Mr. Zahid Ahmed
concerned authority with required Bank’s Existing Human Resources Division

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Your Trusted Partner

documentation Policy policy zahid.ahmed@dutchbanglabank.com

18 Staff Car Loan facility Approval from the Request letter - Bank’s Mr. Zahid Ahmed
concerned authority with required Existing Human Resources Division
documentation policy zahid.ahmed@dutchbanglabank .com
19 Repair, maintenance and As per branch / According to the No Bank’s Mr. Zahid Ahmed
supply of the Furniture Division requisition recommendatio Service Existing Human Resources Division zahid.ahmed@
n of purchase charge policy dutchbanglabank.com
committee
20 Opening and Relocation of Approval from Proposal, No 180 Days Mr. Mir Mominul Huq
Branch/ Sub-Branch/ATM Bangladesh bank / Feasibility prosperity
Test and
Service Feasibility ChargeHead of General Service
Central Support & Branch O
Division
Booth Board and report charge mominul.huq@dutchbanglabank.com
21 Printing of Annual Calendar, Approval from the As per - As per Mr. Mir Mominul Huq
Note Book etc concerned authority requirement of work order Head of General Service Division
concerned mominul.huq@dutchbanglabank.com
division
22 Inspection of all branch and As Per ICC Policy Audit plan, No As per Mr. Biswajit Das
sub-branch to ensure checklist, Service audit plan Head of IC&CD
complaint culture physical visit charge biswajit.das@dutchbanglabank.com
and submission
of report to the
management &
Board
23 Supply & Maintenance of Hardware & Functional Based on Book Value Mr. Mohammad Emdadul Haque Khan
the IT related hardware and Software demonstration requireme Adjustment Head of ITPIRMD
software nt emdad.khan@dutchbanglabank.com

3. 1. Customers Obligations:

a) Customers shall follow the banking norms, practices, functional rules etc.
b) Customers shall abide by the terms and conditions prescribed for each banking product and services.
c) Customers shall convey the bank of any changes in their address, contact, number, KYC
d) Customers shall maintain disciplinary arrangement at the customer service points.
e) Customer shall not try to show unreasonable persistence, demand, argument & behavior.
f) Customers generally shall ask any query at prescribed desk such as Customers’ Service Desk, Help Desk,
Information Desk or Enquiry Desk at first instance.
g) Customer should avoid misunderstanding as far as possible.

3.2. Customers are requested to help the bank with the following:

a) Help the Bank to comply with “Know Your Customer (KYC)” guidelines at the time of account opening and at
periodical intervals as per regulatory requirements and provide their updated or renewal NID/Passport/Trade
license/ e-Tin / Nominee’s NID or Passport/ Photograph etc.
b) Take precautions to protect information of their accounts, Cards, Internet Banking etc.
c) Avail digital channels of the bank for quicker services i.e. ATM, CRM, Fast Track, Rocket, Internet Banking,
Nexus Pay etc.
d) Ensure safe custody of cheque book/cards/PIN or any banking security items
e) Ensure proper issuing of crossed/account payee cheques and cash cheques.
f) Not issue cheque without adequate balance and maintain minimum balance as specified by the Bank.

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Your Trusted Partner

g) Inform to the Branch or DBBL Call Center if you have lost of PO, demand draft, ATM/Debit/Credit Card,
cheque leaf / Cheque book, key of locker, etc.
h) Please know terms and conditions before take any banking services/ Transaction.
i) Pay interest, installments, locker rent and other dues timely.
j) Not to share Mobile banking/internet banking passwords/PIN with others and ensure confidentiality.
k) Inform the branch immediately in the event of the unfortunate demise of any of the account holders.
l) Provide valuable feedback on our services and bring any deficiency in services so as to enable us to correct
our mistakes and improve our customer service.

3.3. Customers rights/Our Obligations

We shall carry out the following obligations to our customers considering these as their rights:

A. Disclosure of Current Interest Rates:

Prior to signing the contract with the consumers for both interest-bearing deposits and loans, we
shall-
1. inform them of the terms of the fixed deposit or loan;
2. inform them of the charges, if any, and consequences of premature termination of a fixed deposit or
loan;
3. inform them whether the interest rate is fixed or variable;
4. inform the basis and frequency on which interest payments or deductions are to be made;
5. explain the method used to calculate interest of each product;
6. disclose prominently the total amount of income that the customers shall receive on the fixed deposits;
and
7. disclose the total cost of credit with break up, if any.

B. Disclosure of latest Schedule of Charges, Fee, Commission etc.

We shall, for all charges and fees to be levied at the time of service rendered or on request,
1. provide the customers with a schedule of charges, fees, commissions payable for the
products or services that the customers have chosen;
2. display prominently our standard fees and charges at all branches;
3. inform the customers of any additional charges or expenses that the customers have to
pay, such as searching fees to retrieve available past records etc.
C. Value Added Services:
We must take written consent from our customers for any value-added services, such as, internet banking, SMS
banking, ATM services etc. and inform the customers of the terms and conditions along with the charges, levied for
that.

D. Guarantor:

Prior to a person acting as a guarantor, we shall in writing:

1. advise the person of the quantum and nature of his or her potential liabilities; and
2. advise the person to seek independent legal advice before acting as a personal guarantor.

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E. Disclosure of other facts:

We shall disclose the following -

1. Buying and selling rates of foreign currencies;

2. Financial statement, financial performance indicators etc.;
3. Banking hours and holiday notices;
4. Operating cycle or road map of services (indicators showing desk Number, floor number, room number
etc.).

4. 1. Citizen Charter Committee

SL Name Designation Remarks
1 Mr. Mohammed Nazim Uddin FVP, IC&CD Member
2 Mr. Quazi Anwarul Azim VP & Deputy Head of BO&LD Member
3 Mr. Subir Datta SEO, Deputy Head of CCS&CMC Member Secretary

4. 2.Customer Complaints Lodgment Process:

If any reason the customer is not satisfied with any aspect of banks services, the customer can lodge complaint or
provide suggestion as per the following complaint management arrangement.

The details are:

SL When Communicate Who to Communication Address Resolve Time

Mr. Subir Dutta

Senior Executive Officer
Tel: 02-9511993
Mobile: 01938803384
subir.dutta@dutchbanglabank.com
If responsible officers
Complaint Mr. Md. Abdul Mannan
1 fail to resolve the Reasonable Time
Settlement Officer Senior Executive Officer
issue
Tel: 02-9511993
Mobile: 01938803385
abdul.mannan@dutchbanglabank.com

16216
2 If the Complaint Appellate Officer Mr. Md. Abedur Rahman Sikder Reasonable Time
Settlement Officer Deputy Managing Director
fails to resolve the Mobile: 01711439083
complaint within arsikder@dutchbanglabank.com
reasonable time
3 If the Appellate Officer - Managing Director Reasonable Time
fails to resolve the Dutch-Bangla Bank Limited
complaint within the Tel: +8802223359206
scheduled time akmshirin@dutchbanglabank.com

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Your Trusted Partner

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