PENDENCY OF COMPLAINTS AT INSURANCE OMBUDSMAN [IO],AHMEDABAD & SUGGESTIONS

J P SHAH,

202 Velamani Residency,

9A Vrindavan Park Soc,

VADODARA GUJARAT 390008

Email ID: jpshah50@yahoo.co.in

Cell: 9924106490

___________________________________________________________________

   SENIOR CITIZEN WITH FATAL LIVER DISEASE   DATE:  15-08-2019                                                          

                                                                                                           

To,

Chairman,

Executive Council of Insurers,                                                  By email

3rd Floor, Jeevan Seva Annexe,

S. V. Road, Santacruz [west]  Mumbai 400054

email ID: inscoun@ecoi.co.in

Dear Sir,

PENDENCY OF COMPLAINTS AT INSURANCE OMBUDSMAN [IO],AHMEDABAD & SUGGESTIONS

Greeting on INDEPENDENCE DAY.

I understand per your RTI reply dated 22-07-2019 that nearly 2600 complaints are pending with Insurance Ombudsman Ahmedabad [IOA for brevity] due to vacancy of post of IOA since 21-07-2014, though there is visiting IO for few days in a month/fortnight.

2. Reckoning that IOA decides 5-7 complaints per day on an average and works for 20 days a month [excluding Sundays/Saturdays/Holidays/Leave etc], it will take nearly two years to clear the backlog. In addition there will be equal number of new complaints in these two years. Thus pendency will continue to be around 2500 equal to 2 year period against mandated 90 days as per IO rules.

3. Many of complainants may be senior citizens and this killing pendency is putting them in financial and mental tension at the fag end of their lives. Some will unfortunately not get decision/award during their life time. Thus the very purpose of IO scheme of speedy and cost-effective disposal of complaints against insurance companies is mercilessly butchered, more so for senior citizen insureds in Gujarat. Most complaints will get time barred for complaints under CPA 1986/2019 [if decision is not satisfactory] putting further loss to insureds for no fault on their part and undue gain to insurance companies.

4. Such pendency also undermines Central and State Govt’s Insurance Covers to masses under welfare measures initiated by Hon’ble Prime Minister.

5. This being pitiable condition of IOA, while I am sure ECOI and IRDAI are capable to resolve it in the interest of insureds, I humbly suggest that even after posting permanent IOA latest by Aug 2019-end, the visiting IO should continue for few days in a week/fortnight at Ahmedabad till pendency is reduced to 180 days if not mandated 90 days as per IO Rules.

6. Alternatively, I suggest that complaints of senior citizens should be separately listed for priority hearing and disposal by IOA and 1 or 2 days in a week/fortnight should be exclusively reserved for hearing and disposal of complaints of insureds who are senior citizens at the time of filing. The life time of senior citizens is fast running out.

7. Please take suitable action urgently specially for AIO.

8. To make IO Scheme more user friendly and effective, I also suggest:

a] appeal mechanism like Banking Ombudsman,

b] on line filing of complaints and video or audio hearing on mobile like CIC/some SICs [Digital initiative of Central Govt and ease of living]. CPA will fully go online shortly as per new CPA 2019 BILL.

c] Provision of Internal Ombudsman [as prevailing in banks under RBI directives] for all Insurance Companies. This is successful in Banking Sector.

d] Circuit benches at various places other than State capitals.

e] President or Chairman of two leading NGOs working in consumer protection be included in Council of ECOI, as there is no representation of insureds at present in the Council.

I hope you will respect principle of “Ease of Living” as pronounced in today’s independence speech by hon’ble Prime Minister. This was also quoted by hon’ble Finance Minister in her budget speech of 2019.

Thanking you,

Yours faithfully,

J P SHAH

Copies by email to:

1. Insurance Regulatory and Development Authority of India

 Gachibowli,  Hyderabad – 500032        

e-mail: irda@irda.gov.in –with a request to kindly intervene in the interest of insureds, specially senior citizens

2. Secretary, Dept of Consumer Affairs, Ministry of Consumer Affairs, food and public distribution, GoI, New Delhi Email: secy-ca@nic.in

--Consumers of Insurance Cos are adversely affected.

3.  Secretary, Dept of Financial Services, Ministry of Finance, GoI, New Delhi  Email: secy-fs@nic.in  -Please expedite solution.

4.  Secretary,  Dept of Social Justice and Empowerment, Ministry of Social Justice and empowerment, GOI, New Delhi  email: secywel@nic.in               Please intervene as senior citizens  are affected adversely

5. Consumer Education and Research Centre, Thaltej, Ahmedabad-380054

EMAIL: cerc@cercindia.org

FRAUDS AT BANK ATMs

15-04-2019

Please refer following link in connection with cash withdrawal at ATM without debit card:

https://economictimes.indiatimes.com/wealth/save/heres-how-you-can-withdraw-cash-without-using-credit-or-debit-card-at-these-3-banks-atms/articleshow/68811216.cms?from=mdr


This was suggested to RBI on 19-04-2015 by me and after long follow up RBI forwarded to NPCI and after my chasing RBI/NPCI to implement or show reasons why it cannot be implemented, it has been NOW implemented for three banks [may be on trial and to gain experience before all banks are made to follow], with minor changes to my suggestion. This system will stop ATM frauds by cloning of card and skimming PIN number. A OTP received on phone will ensure full safety of customers money.

I reproduce first letter dated 19-04-2015 addressed to RBI:

Date: 19-04-2015             by email and posted on website of RBI

To,

Chief General Manager
Consumer Education and Protection Department
Reserve Bank of India
1st Floor, Amar Building, Sir P.M. Road,

Mumbai-400 001

Email: helpdoc@rbi.org.in

Respected Sir,

Subject: Suggestion for Safety of ATM Transactions

For on line payment by debit/credit cards customers get One Time Password [OTP] on registered mobiles before making payment. I suggest that same system be adopted for ATM cash withdrawals. Customers should send particular SMS message [say “ATM”] from registered mobile to a particular number given by bank. In few minutes customer should get SMS informing him of OTP, which should be valid for 15 minutes. Cash should be dispensed only when OTP is keyed in ATM, in addition to PIN. This will stop ATM frauds by cloning of cards and skimming of PINs.

I handled similar fraud case of my friend and it took one year for SBI to refund the amount, after prolonged correspondence from Branch up to Chairperson, 7 RTI applications and three first appeals. Hence this suggestion.

Yours faithfully,

J P Shah.

VACANT POSTS OF INSURANCE OMBUDSMAEN

EMAIL

To,  Secretary General, ECoI,

inscoun@ecoi.co.in

consumerfeedback@@irda.gov.in

VACANT POSTS OF INSURANCE OMBUDSMEN

08-03-2019

Above posts are vacant at Ahmedabad, Bhubaneshwar, New Delhi, Kolkatta, Lucknow, Gautam Buddh Nagar,  Patna and Pune totaling to eight posts as per your website. This causes delay and insured/claimant may lose claim amount if claim becomes time barred at Consumer Forum due to delay if the decision of Ombudsman is against him. I humbly request to kindly fill-in vacant posts of Insurance Ombudsman to ensure “achhe din”

INTERNAL OMBUDSMAN [IO] SCHEME- SUGGESTION

Date: 06-09-2018

To,

Chief General Manager,

Reserve Bank of India,

Consumer Education and Protection Dept

Sir P M Road, Mumbai 400001

Email: helpdoc@rbi.org.in

Dear Sir,

INTERNAL OMBUDSMAN [IO] SCHEME- SUGGESTION

Under extant above scheme, the complainant has no access to IO. Bank is supposed to invariably forward rejected/partly rejected complaints to IO. The complainant is not even informed of reference to IO, unless he resorts to RTI Act. This provision of scheme facilitates Bank’s lower level officer not to refer complaints to IO.

In one of the complaints of my relative against PSB, the matter does not appear to have been referred to IO, till receipt of RTI application seeking interalia information on reference to IO.

If complainant is not informed of reference to IO or pending with IO, customer may proceed to BO/Consumer Forum, which will frustrate one of the aims of above scheme.

My humble suggestions to make aforesaid scheme effective and really customer-centric are as under:

1. Public should be informed of IO [name, designation, postal address and email ID] through bank’s website/passbook or monthly statement of account/notice board at branches.

2. Whenever GM/PNO refers complaint to IO, copy of covering letter should be marked to complainant.

3. IO should provide opportunity for hearing [by mobile/phone] or written submission of complainant. My relative had received mobile call from IO when he was deciding the complaint.

4. Condition that customer can approach BO only after complaint is decided by IO, be deleted. This is anti-consumer and restrictive.

5. Time limit be fixed for reference to IO by bank and for IO to decide, or else complaint may be time-barred at BO level/consumer forum.

6. Decision of IO should necessarily be signed by IO.

7.  At present Bank’s executive acts as IO.  Retired General Manager/Executive Director of other Bank or retired Judicial Officer may be considered as IO to avoid conflict of interest. Such IO be paid per complaint decided by him.

In the present form, the scheme will not be of any effect nor enjoy confidence of public. It will be just one more layer in grievance handling mechanism and cosmetic.

Please consider suggestions positively.

Yours faithfully,

J P Shah

DENTAL SURGERY IN DENTAL CLINIC AS DAY CARE PATIENT- INSURANCE COVER UNDER IBA GROUP POLICY FOR RETIREES

DENTAL SURGERY IN DENTAL CLINIC AS DAY CARE PATIENT- INSURANCE COVER UNDER IBA GROUP POLICY FOR RETIREES

                                      Guidance Note

            Large number of bank retirees are having doubt if dental surgery/treatment performed / taken in a private dental clinic [not hospital] under day care is covered by IBA Group Insurance Policy or not. In most of cases such claims are denied by TPA/Insurance Co as treatment is not taken in a hospital. My humble opinion is that such claims are payable even if treatment/surgery is taken/performed in a private dental clinic, subject to following conditions, based on clauses 2.9, 2.10 and 3.3 of insurance policy:

01. Treatment /surgery should be administered/performed by a qualified and registered doctor [say BDS/MDS etc]

02 Clinic should be registered with local municipal authorities, wherever it is legally required to register.

03. It could be a department of a registered hospital rather than stand alone facility/unit.

04. It should have qualified nurses.

05. In-charge of Unit should be qualified in dentistry [say BDS/MDS].

06. Unit should have fully equipped operation theatre of its own where surgical procedure is carried out.

07. Unit should maintain daily record of patients which should be made accessible to Insurance Co staff.

08. Medical treatment and surgical procedures are covered.

09. Treatment/procedure should be done with local or general anesthesia.

10. Treatment/procedure should be done in a dental clinic or day care centre. Dental clinics are treated as day care centre in my opinion.

11. Treatment/procedure may require less than 24 hours due to technological advancements in medical treatment of diseases. Hence visits for treatment/procedure for few hours per day on various different days should be covered.

12. But for technological advancements, the treatment/procedure/surgery would have required hospitalization of more than a day.

13. Treatment taken as OPD patient will not generally be covered.

14. List of treatment/procedure at clause No. 7 of insurance policy covers dental surgery.

15. It is advisable to obtain attached certificate along with Form-B of claim form, self attested photocopy of treating doctor’s final degree certificate and municipal registration license of day care centre/clinic, whenever dental treatment is taken in a private dental clinic as day care patient.

[Compiled for guidance of bank retirees by J P Shah, RTI & Consumer Activist]

Blog: www.jps50.blogspot.in                                                                    12022018

                       

Format of certificate…………….

   

                                                             CERTIFICATE

                                    This is to certify that following patient has undergone dental treatment/surgical procedure in this clinic /day care centre for his dental disease:

Name of patient:                                                              Gender & Age of patient:

Address of patient:                                                           Patient No:

Particulars of disease:

Details of treatment /procedure:

Period of treatment / procedure:

Dates of visits to dental clinic/centre             Arrival Time                Period [in hours]

a.

b.

c.

Total amount charged as per details in bill: Rs.__________

Treatment / procedure was administered/performed by a doctor qualified in dentistry, assisted by qualified nurses, under local anesthesia. He was day care patient for this day care centre/clinic and NOT out door patient.  This centre/clinic is registered with municipal authorities.

Rubber stamp:                                                                        SIGNATURE OF TREATING DOCTOR

                                                                                    Name:

Date:                                                                           Qualifications:

Countersign:                                                                Registration No:                     

In-charge Doctor of day care centre / clinic [if not treating doctor]

INDIAN BANK ASSOCIATION [IBA] UNDER RTI ACT: CIC

Central Information Commission has declared Indian Bank Association [IBA] as a public authority under RTI Act, vide its two orders No. CIC/MP/C/2015/000044 AND CIC/MP/C/2016/000103 both dated 13-11-2017. This is a landmark decision and unless there is stay order from Court, one can seek information from IBA under RTI Act 2005.

I am happy that I was closely associated with the complaint to CIC of Mrs Ita Bose of Lucknow along with other like-minded RTI activists. It was a herculean task of nearly 3 years by our team to collect information from various public sector banks and Ministry of Finance and from other sources, to prove that IBA is a public authority under RTI Act. 

In all probability, these orders will be challenged in High Court and stay order would be prayed. 

Collection of information by public authority from private entity

Collection of information by public authority from private entity

Section 2f of RTI Act 2005-Information of private entities [to which RTI Act is not directly applicable] to be provided by public authorities/Regulators which control such private entities. There are two contradictory judgments of Hon’ble Supreme Court. However later in date judgment should be effective.

Some regulators especially RBI is quoting judgment dated      09-11-2011 to deny collection and supply of information held by a private entity. Subsequent judgement dated 07-10-2013 is bypassed as it is pro-information seeker.

I am appending verbatim relevant paragraphs of two judgements and source of these paragraphs. Please make use of judgment dated 07-10-2013 in first or second appeal or as a note in RTI application itself.

Source:

CENTRAL INFORMATION COMMISSION

File No. CIC/BS/A/2013/000389+000421+000692/5281

Date of Decision: 06 June 2014

Mr. Akshay Kumar Malhotra v/s Telecom Regulatory Authority of India

EXTRACT from following judgement dated 07-10-2013 in case of CIVIL APPEAL NO. 9017 OF 2013 (Arising out of SLP (C) No.24290 of 2012):

“Hon’ble Supreme Court in its subsequent decision dated 07.10.2013 in the case of Thalappalam Ser. Coop. Bank Ltd. and others versus State of Kerala, relevant extracts whereof are as hereunder:

“52. Registrar of Cooperative Societies functioning under the Cooperative Societies Act is a public authority within the meaning of Section 2(h) of the Act. As a public authority, Registrar of Co-operatives Societies has been conferred with lot of statutory powers under the respective Act under which he is functioning. He is also duty bound to comply with the obligations under the RTI Act and furnish information to a citizen under the RTI Act. Information which he is expected to provide is the information enumerated in Section 2(f) of the RTI Act subject to the limitations

provided under Section 8 of the Act…………………………………………

………………………………………….

Consequently, apart from the information as is available to him, under Section 2(f), he can also gather that information from the Society, to the extent permitted by law. Registrar is also not obliged to disclose those information if those information fall under Section 8(1)(j) of the Act.

…………………………………………………………………………

……………………… But the demand should have statutory backing”

_____________________________________________________________________

EARLIER SC JUDGEMENT EXTRACT:

The Supreme Court in CBSE vs. AdityaBandopadhyay, (2011)

SCC 497, [ decided on 09-08-2011 IN CIVIL APPEAL NO.6454 OF 2011[Arising out of SLP [C] No.7526/2009]]  has held as under:-

63. At this juncture, it is necessary to clear some misconceptions about the RTI Act. The RTI Act provides access to all information that is available and existing. This is clear from a combined reading of Section 3 and the definitions of “information” and “right to information” under clauses (f) and (j) of Section 2 of the Act. If a public authority has any information in the form of data or analysed data, or abstracts, or statistics, an applicant may access such information, subject to the exemptions in Section 8 of the Act. But where the information sought is not a part of the record of a public authority, and where such information is not required to be maintained under any law or the rules or regulations of the public authority, the Act does not cast an obligation upon the public authority, to collect or collate such non-available information and then furnish it to an applicant. A public authority is also not required to furnish information which require drawing of inferences and/or making of assumptions. It is also not required to provide “advice” or “opinion” to an applicant, nor required to obtain and furnish any “opinion” or “advice” to an applicant. The reference to “opinion” or “advice” in the definition of “information” in Section 2(f) of the Act, only refers to such material available in the records of the public authority. Many public authorities have, as a public relation exercise, provide advice, guidance and opinion to the citizens. But that is purely voluntary and should not be confused with any obligation under the RTI Act.”

Note: Please refer my article “Private Party under RTI” in my blog www. jps50.blogspot.in at https://jps50.blogspot.in/search/label/RTI?updated-max=2009-01-24T18:54:00%2B05:30&max-results=20&start=133&by-date=false

15082017

PROTECTION OF BANK CUSTOMER AGAINST DIGITAL FRAUDS

I am happy to note that after filing RTI to know status of above issue with RBI and addressing letter dated 29-06-2017 to Dy. Governor RBI with copy to Ministry of Fiance, Dept of Financial Services [which is uploaded on this blog], RBI has  issued operative circular dated 06-07-2017 and is uploaded on its website at:

https://www.rbi.org.in/Scripts/NotificationUser.aspx?Id=11040&Mode=0

Citizens have to be alert and chase patiently govt, its department and regulators for sensitizing.

PROTECTION OF CUSTOMERS FROM DIGITAL BANKING FRAUDS

Date: 29-06-2017                                                                             By Email

To

Dy. Governor,

Reserve Bank of India

Shahid Bhagat Singh Rd,

Ford, Mumbai 400001

helpdbod@rbi.org.in

Respected Sir,

Subject: Customer Protection – Limiting Liability of Customers in Unauthorised

Electronnic Banking Transaction.

I thank RBI for initiating various steps to protect common customers and ensuring fair treatment to them. However of late I feel process is slowed down to the detriment of common Indian who is now forced to resort to digital banking, with no cover for his protection. Even frauds above Rs.10000 up to Rs.100000/- have been absolved from police complaint/FIR by bank branches, vide CVC circular No. 06/06/17 dated 14-06-2017, if staff is not involved.

RBI had issued draft circular No DBR. No.Leg.BC/09.07.0005/2016-17 dated        11-08-2016 for public consultation. Due to digital India initiative of Central Govt and in absence of proper education in digital banking, such frauds have multiplied many folds, specially against house wives, senior citizens, villagers, illiterate or semi literate citizens and those who are not tech-savvy. Lack of protection umbrella to said strata of population will have serious consequences for middle and lower class which may ultimately puncture digital initiative.

Hence above initiative is need of the hour. However though draft circular was issued in Aug 2016, policy and operative circulars have not been issued by RBI. Vide my enclosed RTI application and its reply, it is clear that RBI is still in process of finalizing the issue. Such delay has already caused financial loss in crores to common citizens and digital frauds in banks are multiplying at alarming rate. I am enclosing two paper cuttings  just for your reference. In addition, I know net banking frauds of nearly 80.00 lakhs committed in Rajkot and for Rs.78.00 lakhs in Vadodara [this fraud is reported in Gujarati news papers yesterday and also today]

This inordinate delay in issuing policy and operative circular is causing immense tension in using digital banking despite near-compulsory mandate of Govt. for digital financial transactions. I have guided many citizens who lost money due to digital frauds. My experience with Banks had been horrible.

I humbly urge to expedite the matter and ensure that system is put in place so that liability of customers for unauthorized electronic banking transactions is reduced to zero.

Thanking you

Yours faithfully,

J P Shah

Encls: a/a

Copy by email to: Addl Secretary [Banking],

 Dept of Financial Services, MoF, New Delhi

Email: as-dfs@nic.in

–with a request to sensitize RBI for urgent action 

REPORTING OF FRAUDS IN BANKS- CVC DIRECTIVES

Date: 19-06-2017

To,

1. Central Vigilance Commission, New Delhi

cenvigil@nic.in

2. Reserve Bank of India, Dept of Banking Supervision, Central Office, Mumbai

[ on https://www.rbi.org.in/Scripts/helpdesk.aspx]

Dear Sirs,

Subject: Frauds in Public Sector Banks above Rs.10000 and Below Rs.100000/-

Vide circular No. 06/06/17 dated 14-06-2017, CVC has advised public sector banks not to report above frauds to State Police if staff is not involved, in view of practical difficulties faced by PSBs. This has been decided by CVC in consultation with RBI. Only internal enquiry is to be conducted by Banks.

Such a decision will encourage and facilitate online fraudsters to defraud small depositors in banks committing each fraud below Rs.100000/- and get immunity from police action, except if the account holder files complaint or FIR with State Police. Such a complaint by common man is not taken seriously by Police [practical difficulty of common man], However, if complaint or FIR is filed by Central Govt entity, usually it is taken little seriously. With digital India initiative of Govt, such cyber frauds will increase many folds in near future and common account holder will be looted without any help. I am attaching two news paper cuttings as examples. RBI is yet to come out with policy and operative guidelines for zero liability of victim of fraud. Common man cannot be made to lose his hard earned money for convenience of Banks.

Only police has powers to question transferee banks/wallets of defrauded amount. Similarly only police can get information of mobile SIM, which is used to get OTP/CVV/password and details of debit card. PSB has no such power to get the information of accounts or stop further transfer of defrauded amount. Only police can stop further transfer or withdrawal from transferee bank/wallet. In absence of this information fraudsters cannot be located. Hence name, address etc of fraudster will never come to light and common citizen will not get back amount.

This decision is not in the interest of common account holders and I request CVC and RBI to review the same. I shall be shortly seeking from CVC and RBI information, which lead to such anti-citizen decision, under RTI Act

Copy to: Dept of Fiancial Services, Ministry of Finance, GoI, New Delhi

Auto-Renewal of Term Deposit Receipts – Suggestion

Date: 07-06-2017                                                                             by email

TO CGM, RBI CONSUMER EDUCATION AND PROTECTION DEPT MUMBAI 

To,

Chief General Manager
Consumer Education and Protection Department
Reserve Bank of India
1st Floor, Amar Building, Sir P.M. Road,

Mumbai-400 001

Email: helpdoc@rbi.org.in

Respected Sir,

Subject: Auto-Renewal of Term Deposit Receipts – Suggestion

I have experienced that very few banks convey details of auto-renewal of term deposits to customers either by email or SMS or hard copy. The system of the bank auto-renews as per standing mandate at the time of initial deposit, without giving details of auto-renewed deposit receipt as to rate of interest, maturity value, next due date etc. Thus depositors are in dark as to details of auto renewed term deposit receipts to the customer. Such a situation is anti-consumer and breaches right to know. RBI too will not appreciate such secrecy by banks, when money belongs to depositors and on which banks survive.

I humbly suggest that Banks should be advised to mandatorily advise vital information of auto-renewed term deposit by email or SMS or in hard copy.

Thanking you,

Yours faithfully,

 J P Shah

Copy by email to:

Consumer Education and Research Centre, Ahmedabad.

OTP FOR ONLINE TRANSACTION BY DEBIT/CREDIT CARDS

I have made following suggestion to RBI:

I understand that 3D secure is compulsory for online payments through debit/credit card. I am facing problem of not getting OTP for many of payments on my mobile. At times mobile may not be handy or net may not be available or not charged or under repair etc. Hence I suggest that 3D secure be made optional for transactions up to Rs.1000/- each. Instead ATM PIN be keyed-in for such small amount transactions [[like at merchant shops POS]. 3D secure for small amount payment online is irritating also. Please consider positively in the interest of common citizen who uses online for small payments.

RTI PUSH FOR UNREPLIED/UNATTENDED REPRESENTATION TO BANKS

THE RIGHT TO INFORMATION ACT 2005

    APPLICATION FOR OBTAINING INFORMATION

____________________________________________________________         _____

Date: ________                                                        By hand delivery/Speed AD post

To      

Asstt Central Public Information Officer [ACPIO]//Branch Head,

Name of Bank: _____________

Name of Branch: ___________

Address of Branch__________

1. Name of Applicant:  

  

2. Address of applicant with mobile number and email ID [if any]:

3. Particulars of information required:  As per list annexed.

4. Payment of filing fees: 

IPO/s No: ________________ total for Rs.10 in favour of your bank payable at place

where this application is submitted/mailed to.

.
5. I am a citizen of India. Please rush information to me by speed / registered

   

Post only.  Please reply in English. I am retired employee of your Bank with

employee No. _________

Encls: as above                                                                 Signature of Applicant

__________________________________________________________________     

List of information required relating to my representation/s dated _______ [self attested photocopies enclosed] and reminders dated ______,_______[self-attested photocopies attached]connected to ____________ [mention subject]

01. Dates of receipt of my representation and reminders by its addressee office and inward numbers.

02. Daily progress from dates of receipt till date of this RTI application.

03. Names, designations, office addresses, email IDs, official mobile numbers of officers with whom my said representation/s and reminders were pending during above period and date wise period with each officer and details of action taken by him/her.

04. Number of days within which matter of representation should have been resolved according to circulars rules or citizens charter or any other order or public service guarantee enactment. Please also provide  certified photocopy thereof limiting to relevant paragraphs.

05. Details of action taken by controlling authority against erring officials, if officials have not adhered to prescribed time limit mentioned..

06. If no action has been initiated as above, reasons on record with names, designations and contact details of controlling authority of these officials. [Ref: section 4.1.d of RTI Act]

07. Present status and date by which this matter will be completely resolved.

08. File notings held on my said representation.

09. Name, designation and address of Nodal Officer designated to receive and decide on notices under section 80 of CPC relating to your office.

10 Reasons on record for undue delay in deciding on my representation/s and reminders [section 4.1.d]

11.  Please permit me inspection of relevant records with assistant of my choice.

Name of applicant_________________                              Signature of Applicant

Short guidelines for applying [not to be attached to RTI application]:

1. Do not ask questions but seek information.

2.  Following banks have facility of accepting RTI applications and appeals by their branch heads:

State Bank of India, Bank of India, Dena Bank, Canara Bank, Andhra Bank, Oriental Bank of Commerce, Central Bank of India, Punjab National Bank, State Bank of Travancore, State Bank of Mysore, State Bank of Hyderabad, Reserve Bank of India. IDBI Bank,

State Bank of Indore, Union Bank of India,

Submission at branch will save postal charges.

 3. Following banks have ACPIO/CPIO at Regional Office or Zonal Office or Circle Office only and branch heads are not in picture for RTI matters:

United Bank of India, Syndicate Bank, Bank of Baroda, UCO Bank, Punjab & Sind Bank, State Bank of Patiala, Indian Bank, Corporation Bank, Bank of Maharashtra, Allahabad Bank. Vijaya Bank.

For these banks RTI application has to be mailed/submitted to nearest R.O./Z.O./H.O. Details are in RTI link of website of bank. If you do not know or get details simply mail by post to nearest R.O. or Zonal Office

4. ACPIO/Br Head will decide where concerned CPIO is posted and mail application within 5 days to CPIO under advice to you.

5. Since majority of matter of retirees pertains to retiral benefits, it is advisable to directly address RTI application and mail by post to CPIO at HO. It can be addressed and mailed as under:

To,

Central Public Information Officer,

Name and address of Bank HO.

No need to mention any department at HO. This CPIO at HO will collect information requested by you from its locations and provide to you or alternatively he may advise CPIOs at R.O./Z.O to provide from their end to you under advice to CPIO, HO

6. IPO [Indian postal order available at post offices] should be as per details at clause 4 of RTI application. If mailing by post to HO, IPO should be payable at place of HO

7. Retain photocopy of entire set including IPO etc mainly for appeals.

8. Track delivery of envelope, if RTI application is mailed by post by visiting www.indiapost.gov.in and copy results of tracking on computer.

9. If delivered to branch head, obtain dated acknowledgement with rubber stamp on photocopy of RTI application.

10. RTI application can be delivered to any branch of your bank and not necessarily to branch connected to subject of representation. If not possible to visit personally, it can be mailed by local speed/registered post to addressee branch head

11. Pay additional charges to CPIO when requested by him by bank draft/pay order/IPO towards photocopying charges @Rs.2/- per A-3/4 size paper if you have asked for copies of record etc. Information on CD will cost Rs.50/- per CD. Postage above Rs.50 is chargeable.

12. If you do not receive reply within 40 days from mailing, including postal time of 10 days-both sides, prepare to file first appeal. You have 30 days time from the date when information should have reached you, for filing first appeal. For first appeal please refer RTI link in my blog at www.jps50.blogspot.in. 

 If you receive reply and are not satisfied with it, then within 30 days of receipt of reply by you, you should file first appeal as above pointing defect in reply by CPIO query-wise.

13. You can now also e-file RTI applications to few banks by visiting www.rtionline.gov.in. Some banks have facility of e-filing in their websites. You may just attach above RTI application in link provided for e-filing. Rs.10 can be paid by debit/credit card or net banking. Remaining banks are in process of adding them to online-RTI portal. There is facility to attach papers in pdf format to uploaded RTI application.

14. It Is advisable to send at least 2 reminders to representation in gap of 30 days, before invoking RTI Act.

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