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Home > Citizens' Charter

Citizens' Charter

Citizens' Charter of IDBI Bank for Investors:
Responsive and Responsible

Preamble

IDBI Bank, in its continued and committed endeavour to provide prompt and quality service to its valued clients, has introduced this Citizens' Charter. The Citizens' Charter is intended to provide information in respect of IDBI Bank's various activities relating to customer service, for the benefit of its customers. It is not a legal document creating rights and obligations.

Introduction

IDBI Bank provides financial assistance to industrial concerns by way of a variety of products and services which include project finance, equipment finance, asset credit, equipment lease, technology upgradation fund scheme, refinance for medium scale industries and bills finance. It provides project-related finance for the establishment of the new industrial projects as well as for expansion, diversification and modernisation of existing industrial enterprises. In response to the changing financial needs of industries, IDBI Bank has also designed other products to meet the short term funding, core working capital and other short term requirements of industrial units. It also offers fee-based services in the areas of merchant banking, corporate advisory services, forex services, etc. IDBI Bank has also set up subsidiaries and associates to offer banking products & services, capital market and trusteeship services, as also registrar and transfer services structured to meet customised client requirements.

For meeting the fund requirements thereof as well as towards its various other business operations, IDBI Bank raises resources directly from the market (at market - related interest rates) from retail as well as institutional investors - both within India and abroad, through a variety of investor-friendly instruments. IDBI Bank's resource raising efforts have brought it closer to all sections of society.

Resource Raising

IDBI Bank has been mobilising resources through a combination of debt and equity. It made a public issue of equity shares in 1995 in terms of the Offer Document approved by SEBI. IDBI Bank's shares are listed on National Stock Exchange and Mumbai Stock Exchange. The shares can be held in dematerialised (demat) form in National Securities Depository Ltd. (NSDL) or Central Depository Services (India) Ltd. (CDSL). NSDL/CDSL are depositories where the securities of an investor are held in electronic form through the medium of Depository Participants (DPs). This facility obviates the difficulties of loss, signing of transfer deeds, delay in transfer, etc. and offers scope for paperless trading.

IDBI Bank also raises funds from the public through public issues of unsecured bonds. The objective of various bond issues is to part finance funding requirement of IDBI Bank and at the same time provide appropriate investment opportunities for the retail investors. The three Registrars appointed by IDBI Bank for various public issues have also been retained for servicing the public issues of IDBI Bank.

The addresses of these Registrars are:

M/s. Karvy Computershare Private Ltd., Karvy House,Avenue 4, Street No.1, Banjara Hills, Hyderabad - 500 034.	Tel.No. (040) 23312454, 23320251/ 751/752 Fax No. (040) 2331 9434 / 1968, 23323049 E-mail :mailmanager@karvy.com
Investor Services of India Ltd. IDBI Bldg.,2nd Floor, "A" Wing, Plot Nos.39, 40 & 41, Sector 11, CBD Belapur, Navi Mumbai - 400 614.	Tel No. (022) 27579636-44 Fax No. (022) 27579650 E-mail :series1@isilindia.com flexi21@isilindia.com
M/s. DATAMATICS Financial Software & Services Ltd. Plot No.A-16 & A-17, Part-B, Cross Lane, MIDC, Marol, Andheri (E), Mumbai - 400093.	Tel No. (022) 28200540/538 / 28375519 / 28213383-92 Fax No. (022) 28369408 E-mail : idbiflexi@dfssl.com

Investor Relations

IDBI Bank has designed a customer-friendly website (www.idbi.com) which contains complete information about the organisation, its products and services, investment opportunities and various deposit schemes. It also has a contact system for the convenience of posting investors' queries which are responded to on a real-time basis.

In order to create the requisite awareness among investors, a booklet containing guidelines to its shareholders is brought out by IDBI Bank and made available to investors on a complimentary basis.

IDBI Bank has an exclusive team of officers to attend to post-issue complaints / suggestions of equity holders and bond holders.

Besides, IDBI Bank has set up an Customer Relations Management Cell at its Head Office to attend to grievances of investors. The Cell is managed by experienced and trained personnel from IDBI Bank and assisted by representatives of the three Registrars, namely, Investor Services of India Ltd., Karvy Computershare Private Ltd. and Datamatics Financial Software & Services Ltd.

Orientation of Staff for Investor Service

IDBI Bank makes significant efforts to motivate its staff and inculcate in them the spirit of prompt and diligent servicing, aimed at securing investor satisfaction. Over the years, IDBI Bank has put in every effort to bring about excellence in the service provided and to meet the increasing / changing training needs of the employees, in the evolving business scenario.

Grievance Redressal Procedure

The following avenues are open to the investors for redressal of their grievances:

Oral representations to IDBI Bank officials at HO/Branch Office convenient to the investor;
Written representation to the Officer-in-charge of the Branch Office nearest to his/her station or to Head Office.
Complaints/Suggestion boxes are also placed at the main entrance/gate of each office for the convenience of investors.
Written complaint can be sent to SEBI/RBI/DOCA for redressal.
Complaint proforma has been made available on IDBI Bank website (copy appended for ready reference).
Investors' feedback form is attached which may be filled and dropped in the suggestion box at the IDBI Bank, Head Office / Branch or mailed to the General Manager, DOMESTIC RESOURCES DEPT.(Customer Relations Management Cell), IDBI, IDBI Tower, 7TH FLOOR, Cuffe Parade, Mumbai 400 005. TEL. NO.(022) - 2216 4385 / 2215 1051; FAX NO. (022) – 2218 0930; EMAIL ID: ird@idbi.co.in.

Time Frame for Various Investor Services

It is the endeavour of IDBI Bank to provide prompt and efficient service to its investing public. An indicative time frame for attending to various investor grievances is given below.

Job Description	Time-frame
Allotment of Securities/bonds	Within 30 days of closure of the public issue
Refund of application money in case of non-allotment	Within 30 days of closure of the public issue and with interest for the period of delay beyond 30 days, if any.
Payment of interest/dividend	On due dates (Investors are requested to refer to the instrument for ascertaining the due date)
Redemption payment of securities	On maturity dates as pre-determined and notified in the Offer Document.
In case of early redemption of securities	Within 30 days after surrender of the instrument duly discharged by the holder(s)
Duplicate issue of Bonds	Within 6 weeks of receipt of request along with all relevant documents such as indemnity bond/surety and undertaking.
Postal loss of certificate(s)	Only after necessary notification regarding the loss/non-receipt of the original share certificate is given in the newspapers.
Duplicate issue of interest warrants/dividend warrants	Within 20 days after the expiry of the currency of the warrant and on receipt of relevant documents such as indemnity bond/surety, subject to receipt of reconciliation from Bankers.
Revalidation of interest warrants	Immediately over the counter if the request has come within six months from the date of issue of the warrant; otherwise duplicate warrant will be issued within 20 days.
Revalidation of dividend warrants	On expiry of the validity period, subject to receipt of reconciliation from Banks.
Change of address	Immediately on receipt of information
Change in Bank Mandate	Immediately on receipt of information
Request for transmission of securities in case of death of single holder	Transmission will be effected within 30 days after receipt of securities alongwith all relevant documents such as attested copy of the will, attested copy of the death certificate, attested copy of court order/succession certificate /Letter of administration for effecting the transmission.
Request for transmission of securities in case of death of one of the holders in a joint holding	Within 30 days of the receipt of original securities and an attested copy of the death certificate.
Request for transfer of share certificate	Within 30 days of lodgment of securities.
Request for consolidation of share certificates	Within 30 days of lodgment of securities.
Request for change in name consequent upon change in marital status	Within 30 days of receipt of original certificates along with attested copy of marriage certificate or decree of divorce issued by competent authority, old specimen signature and new specimen signature duly attested by the banker.

Nodal Officer for Investor Grievances

Mrs. Kiran S. Balwani
Head - Customer Care Center
IDBI Bank Ltd
19th Floor, IDBI Tower,
WTC Complex, Cuffee Parade,
Mumbai- 400 005
Phone- 022- 6655 2137
Fax- 022- 2216 5195
Email id- ird@idbi.co.in

Code of Business Principles

Business Partners

IDBI Bank is committed to establishing mutually beneficial relations with its customers and business partners. It also expects its partners to adhere to business principles consistent with its own, in all its business dealings.

Business Integrity

IDBI Bank shall not give or receive, whether directly or indirectly, bribes or other improper advantages for business or financial gain. No employee may offer, give or receive any gift or payment, which is, or may be construed as being, a bribe. Any demand for, or offer of, a bribe must be rejected immediately and reported to management.

Community Involvement

IDBI Bank strives to be a trusted corporate citizen and, as an integral part of society, to fulfil its responsibilities to the societies and communities in which it operates.

All the services and commitments are honoured without the citizen having to pay any bribe