Annexure

Debit Card Issuance Policy

Version No. 10
2022-23

Digital Banking Services Wing

Head Office – Annex
35, Devanga Tower, K G Road
Bengaluru – 560 009

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Debit Card Issuance Policy 2022-23
Index

Sl. Page
Particulars
No. No.

1 OBJECTIVES / INTRODUCTION 04

2 ROLES & RESPONSIBILITIES 08

3 REPORTING STRUCTURES 12

4,5 RISK ASSESSMENT RISK MEASUREMENT /

12
&6 MITIGATION

7 STRATEGIES FOR MEETING OBJECTIVES 13

LIMIT STRUCTURE / TRIGGER MECHANISM,

8 15
IF ANY

PROVISIONS FOR EXCEPTION/RATIFICATION

9 15
PROCEDURE AND ITS DELEGATION

COMPLIANCE/MONITORING OF
10 15
IMPLEMENTATION OF THE POLICIES

11 REGULATORY PRESCRIPTION 16
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 DEBIT CARD ISSUANCE POLICY 2022-23

1. OBJECTIVES / INTRODUCTION:
1.1. Canara Bank Debit Card has the combined feature of a Cash Card and a Card
for payment of Goods & Services at Merchant/ Commercial Establishments
through POS or through internet. All the Canara Bank Debit Card transactions
are subject to online debit, which means whenever there is transaction, the
status of the account is checked and authorization permitted only to the
extent of available limit.

Association:
1.2. The Canara Bank Debit Card may be issued in association with Visa,
MasterCard and National Payments Corporation of India or any other card
Payment Network Association.

Two variants:
1.3. Personalised Debit Card
1.4. Non-personalised (Insta) Debit Card

Facilities extended under Canara Debit Card:

1.5. The facilities can be categorized as:
1.5.1. Cash withdrawal facilities at ATM/ POS/ Bharat QR up to a predefined daily
limit.

1.5.2. Purchase of merchandise and services with a daily limit by amount and count
at Merchants through POS / Bharat QR and through e-commerce (online/
Internet).

1.5.3. The validity of EMV chip cards shall coincide with the validity of EMV
certification (present EMV certification is valid till 31st December 2028).

1.5.4. At the time of issue/ reissue all cards (physical and virtual) shall be enabled
for use only at contact based point of usage viz: ATMs & Point of Sale (PoS)
devices within India.

1.5.5. Card holders shall be provided with a facility for enabling card not present
(domestic and International) transactions, Card present (international)
transaction and contactless transactions. Card holder shall be provided with a
facility to switch on/off and set/modify transaction limit (within the overall
card limit) for all types of transactions- domestic and international, at PoS/
ATM/ Online transactions/ Contactless transactions. The facility shall be
made available on a 24X7 basis through multiple channels- Mobile
application/ Internet Banking/ ATMs/ Branches. Cardholders are
communicated through alerts/ information/ status etc. through SMS/ e-mail
as and when there is any change in the status of the card. The above shall not
be mandatory for Prepaid Gift cards and cards used at Mass transit system.

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1.5.6. The cardholder will be provided with a record of the transactions after
he/she has completed it, immediately in the form of receipt or another form
such as the bank statement/email/SMS.

Cash Withdrawal facilities:

1.6. Canara Bank Debit Cardholders can make use of ATMs and POSEDC (Point of
Sale Electronic Data Capture) machines installed by our /other bank branches
to draw cash up to ‘per day’ limit fixed by the bank subject to available clear
balance in the designated account.
1.7. With the tie-up with Visa, MasterCard and NPCI, the cardholder can draw cash
through our ATMs / ATMs of other Banks which display the logo of respective
payment networks.
Purchase of merchandise & services through POS/ Bharat QR/ Internet:
1.8. Cardholder can use POSEDC machines/Bharat QR installed at all member
establishments such as shops, hospitals, restaurants, hotels, airlines,
railways, travel agents, garages etc., displaying logo of Visa/ MasterCard/
RuPay, which provide online connectivity. The authorization may be based
on PIN / OTP input or QR Code of merchant by the cardholder or s, which is
to be validated.

1.9. Cardholder can also make use of the card on the internet for online purchase
of goods and services. The Cardholder shall register himself for 2nd factor
authentication. The transaction shall be authorized on validation of the
second factor authorization besides other factors like card validity, Expiry
date, CVV Value etc.

1.10. Cardholder can make use of following facilities through our ATMs:
1.10.1. Facility of Transfer of funds by our Bank Debit card Holder between his/ her
own accounts –within Canara Bank.

1.10.2. Facility of Transfer of funds by our Bank Debit card Holder to Third Party
Account –within Canara Bank.

1.10.3. Facility of our Bank Credit Card Payment through ATM using our Bank Debit
Card.

1.10.4. Cardless cash withdrawal facility at ATM through mobile banking duly
validated through OTP.

FEATURES OF CANARA BANK DEBIT CARD

Layout of the Front of the Canara Bank Debit Card:

1.11. The Card will have Visa/MasterCard/RuPay logo.

1.12. The words VALID FROM & VALID THRU in capital letters will be pre-printed on
a background color of the card with “Month/ Year” legends over them. This
will be in double digit format i.e. MM/YY.
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1.13. The legend ‘ELECTRONIC USE ONLY’ may or may not appear prominently on
the front or back of the card, as per specification by VISA/ MasterCard /
NPCI.

1.14. Primary Account Number (PAN) [Card Number]

1.15. The card number will be of 16 digits in indent printing.

1.16. The first 6 digits represent Bank’s Identification Number (BIN).

1.17. The next 9 digits will be the running sequence of the card under a particular
BIN.The last digit is the Checksum Digit number for determining the
validation of the card number. Non-Personalized Cards are generated without
any dependency on branch DP code.

1.18. The last digit is the Check Digit number.

1.19. Card Validity period i.e., ‘valid from and valid thru’ will be printed below the
Card Number. Card will be valid till the last day of the month furnished under
‘valid thru’ on the card.

1.20. Cardholder’s Name appears in next line except in Non-personalised card.

1.21. This will be indent-printed on the front of the card with a maximum of 19
characters.

1.22. The Card to have a chip embedded in it to facilitate EMV compliance.

1.23. Dual interface contactless cards will have RFID antennae besides EMV CHIP &
magnetic stripe for acceptance at contact & contactless channels.

1.24. With a view to reducing the instances of misuse of lost/stolen cards, Bank
may consider issuing card with advanced features that may evolve from time
to time.

1.25. The Bank may also introduce “Virtual Debit Card” depending upon the
business need, market / industry trend or to meet customer needs as and
when such capability is enabled.

1.26. Bank may issue virtual debit cards for online usage including co-branded debit
cards.

1.27. Bank has introduced National Common Mobility Card (NCMC) with offline &
online functionality as per the Government of India guidelines.

1.28. Bank may issue other form factors in place of a plastic debit card such as
wearables after obtaining explicit consent from the customer. Form factors
issued in place of a debit card shall be subject to the specific and general
guidelines applicable to debit cards.

1.29. Banks shall provide options for disabling or blocking the form factor through
mobile banking, internet banking, SMS, IVR or any other mode.

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1.30. Banks shall submit a detailed report to the Department of Regulation,
Reserve Bank of India, prior to the issuance of any such form factors.

1.31. Bank may provide Insurance Cover with the Debit Card. Nomination details
available in the base account to which the card is issued under CBS shall be
taken for insurance claim. The same nomination details shall also be provided
to insurance company. Bank shall also provide the information regarding
insurance cover, name/address and telephone number of the Insurance
Company which will handle the insurance claims relating to the insurance
cover.

Layout of the Back of the Canara Bank Debit Card:

1.32. Magnetic Stripe having encoded CVV (Card Verification Value), PVV (Pin
Verification Value) which are the security features.

1.33. Signature Panel

1.34. The legend AUTHORISED SIGNATURE will appear printed in upper case, close
to the signature panel.

1.35. Text message-cum-address of our Bank is printed bilingually.

Eligibility:
1.36. Canara Bank Debit Card will only be issued to customers having Savings
Bank/Current Accounts.

1.37. Bank will not issue debit cards to cash credit/loan account holders. However,
it will not preclude the bank from linking the overdraft facility provided along
with Pradhan Mantri Jan Dhan Yojana accounts with a debit card.

1.38. Canara Bank Debit Cards can be issued to:

1.38.1. Individual accounts
1.38.2. Joint Account with operation severally
1.38.3. Employees including those under suspension, ex-employees
1.38.4. P.A. Holder/ Holder of mandate
1.38.5. Non Resident Indian (NRI)
1.38.6. Minor students who are aged 10 years and above.
1.38.7. Illiterate customers

Ineligible Accounts:
1.39. The following accounts are not eligible for the Canara Bank Debit Card
facility:

1.39.1. Joint Accounts where operation condition is ‘Jointly’.

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 1.39.2. Accounts of all minors except Minor Students who are aged 10 years
& above.
1.39.3. Accounts under Garnishee/ attachment orders or which are subject
to litigation/ dispute.
1.39.4. Encumbered accounts.
1.39.5. Overdraft accounts with inventory limits like Cash Credit Accounts
and other Loan Accounts.

Validity:
1.40. The validity of EMV chip cards shall coincide with the validity of EMV
certification (present EMV certification is valid till 31st December 2028)

1.41. The card is valid from the first day of the month of issue till the last day of
the month of Expiry.

2. ROLES & RESPONSIBILITIES

2.1. The Bank may issue Personalised/ Non-personalised (Insta) Debit Cards with
different flavors like Classic, Standard, Business Debit card, Mudra Debit Card,
Platinum, Gold, Signature, Select, contactless, National Common Mobility
Card to suit to the different segments of the customers and also issue multiple
cards to one customer. At ‘CANDI’ branches Platinum Debit cards will be
issued through kiosks.

2.2. The Bank may issue additional RuPay Debit card to customers already having
VISA/Master Debit Card to facilitate insurance benefits attached to RuPay
cards.

2.3. International Debit Cards are issued with EMV compliant Chip and PIN. These
cards are valid for global usage and will be issued only on specific request by
the applicant, for International Usage.

2.4. The Bank may also issue Virtual Debit Cards for instant account opening
facility which will be enabled only for e-Commerce transactions with Green
PIN facility. Green PIN for such Card to be generated through Net Banking /
Mobile Banking as and when enabled, using OTP sent to registered mobile
number of such Card Holder.
The bank may also issue of Virtual Debit Card free of charges, as additional
card to customers to facilitate promotion of e-commerce transactions /
internet usage, bill payments etc.

Indent of Cards:

2.4.1 Branches to ensure need based indent of EMV Non Personalized Debit cards.
2.4.2 Branches may indent for fresh stock of EMV Non-personalized cards whenever
the stock of cards falls below 100 Cards.

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2.4.3 Branches should analyze their requirements which should be pragmatic and
able to utilize the cards to the optimum within the given period of time.

2.4.4 Debit Cards to be indented in SAS Package under Card Related Packages
through Integrated Debit Card Package.

2.4.5 Customers are enabled with a facility to request Personalized Debit Cards
online through Canara Bank Website/ Net Banking/Mobile Banking.

2.4.6 Banks will not force a customer to avail debit card facility and shall not link
issuance of debit card to availment of any other facility from the bank.

2.4.7 Bank will not dispatch a card to a customer unsolicited, except in the case
where the card is a replacement/renewal of a card already held by the
customer. In case a card is blocked at the request of the customer,
replacement card in lieu of the blocked card will be issued with the explicit
consent of the customer. Further, Bank will obtain explicit consent of the
cardholder prior to the renewal of an existing card.

Delivery of Cards:
2.5 Delivery of cards and PIN to Card Holders at branch:
2.5.1 Non Personalized Debit Cards and PIN mailers will be sent to branch,
separately, for delivery to the customer after due identification and against
acknowledgement.

2.5.2 All undelivered return Personalized Debit Cards shall be delivered to the
respective CPH mapped to the customer’s branch (Refer Circular No.
566/2021).

2.5.3 The cards and sealed envelopes containing PIN mailer received from Card
Issue Section, DBS Wing, are security items and to be treated accordingly.

2.5.4 Personalized debit card with green pin facility will be dispatched directly to
the customers address available in CBS/dispatch address (duly validating the
customer). Customer is again authenticated while generating green pin
through ATM/MB/IB/IVRS by way of OTP.

2.5.5 Since Non-Personalized (NP) debit cards are generated without any specific
DP Codes, the functionality of movement of NP debit cards between
Branches/RO/COs has been provided in our SAS-Integrated Card Indent-New
package. Branches to invariably acknowledge the Non-Personalized Debit
Card indents received in SAS Integrated Card indent package.

2.5.6 Most Important Terms & Conditions of Debit Card is attached to this Policy as
Annexure-I.

2.5.7 Bank shall levy Service Charges with respect to Canara Bank Debit Cards.
Charges are subject to revision from time to time. Kindly refer the schedule
of charges as per the Annexure-II.
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 Renewal of Canara Bank Debit Card:
2.6 Renewal:

2.6.1 Auto renewal on expiry of cards shall be extended only for active cards i.e.
cards used at least once for financial transaction in the last 1 year. Branch to
ensure that customer latest address with valid pin code and mobile no. are
updated in CBS one month prior to renewal of the debit card for smooth
delivery of cards to customers. SMS will be sent to the customers twice in this
regard.

2.6.2 Since renewals of personalized cards are automated, the branch should
inform Digital Banking Services Wing one month prior to the date of expiry of
the validity period of the card duly mentioning, the valid card number, in
case the card is not to be renewed.
2.6.3 If the cardholder does not wish to renew their Canara Bank Debit Card, such
account details should also be informed to Digital Banking Services Wing for
not renewing the Card through Branch.

2.7 Hot listing/Replacement of Cards:

2.7.1 Hot listing is the process by which details of the Debit Card reported
lost/stolen/cancelled are invalidated.
2.7.2 Hot listing prevents misuse of the card by person who comes into/is in
possession of such cards.

2.7.3 Hot listing of debit cards may be facilitated through various channels like
Branch, Mobile Banking (CANDI), Net Banking, e-mail, SMS, IVRS and Call
centre. Refer Most important Terms & Conditions for detailed guidelines
attached to this Policy as Annexure-1.

2.7.4 Use of the card shall be terminated without notice, upon receiving intimation
of the death, bankruptcy or insolvency of the card holder or on receipt of a
letter from any one of the joint account holders changing the operative
clause, receipt of an attachment order from a competent court or revenue
authority or from RBI due to violation of FEMA/ exchange control regulations
or for other valid reason when the whereabouts of the cardholder become
unknown to the bank due to any cause attributable to the card holder.

2.7.5 Bank will block a lost card immediately on being informed by the cardholder
and formalities will be followed within a reasonable period clearly defined in
the policy.
2.8 Destruction of Cards:
2.8.1 A Card once issued or hot-listed may have to be destroyed due to any one of
the following reasons:
2.8.2 Cards getting damaged.

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2.8.3 Cards already reported lost/stolen (already hot listed) having been traced but
replacement Card already issued.
2.8.4 Cards returned by the customers on account of closure of account or
discontinuing the facility.

2.8.5 Personalised Debit cards remaining undelivered for more than 3 months are to
be destroyed following the guidelines of destruction of security items.

2.8.6 The destruction of the Card is to be done at the CPH/Branch.

2.9 Dispute Redressal mechanism :

The complaints regarding failed ATM transactions can be grouped as under:

a) Our Debit Cards used at our ATMs attached to the branch of issue (Our
Bank is both issuer Bank & acquirer Bank)

b) Our Debit Cards used at our ATMs not attached to the branch of issue.
(Our Bank is both issuer Bank & acquirer Bank)

c) Other Bank cardholder using his card at our ATM (Our Bank is acquirer
Bank & other Bank is the issuer Bank)

d) Our Debit Cards used at other Bank ATMs (Our Bank is the issuer Bank &
the other Bank is the acquirer Bank).

2.9.1 In terms of Reserve Bank of India guidelines, the wrongful Debit in the
customer’s account on account of ATM failed transactions shall be reversed
within T+5 days from the date of transaction. (T is the day of transaction and
refers to the calendar date) failing which a penalty of Rs.100/- for each day
of delay shall be credited to the customer's account along with the disputed
amount.
2.9.2 All disputes regarding ATM failed transactions shall be settled by the issuing
bank and the acquiring bank through NPCI only. No bilateral settlement
arrangement outside the dispute resolution mechanism available with NPCI is
permissible.
2.9.3 Reconciliation and complaint redressal related to all types of financial
transactions with Debit Cards shall be attended by the concerned section of
Reconciliation Wing as defined in the functions of the wing
2.9.4 Member Banks of Network associates should collaboratively endeavor to settle
discrepancies in settlement, if raised by other member banks, and all such
discrepancies should be resolved amicably as per settlement procedure, as
amended from time to time.
2.9.5 Procedure for Charge Back: (by concerned Section of Reconciliation Wing)
It is obligatory on the part of the card issuer member to resolve and settle all
adjustments pertaining to the cardholder transaction arising out of error or
failed transactions, within 120 days from the date of original transaction or as
per extant guidelines of network associates, after date of original
transaction. If the acquirer member bank does not honour the cardholder

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 dispute, the acquirer member bank shall submit a representation within the
time limit specified for such transactions.

2.9.6 Credit/ Debit Adjustments: These processes shall be handled by

Reconciliation Wing as defined in the functions of the wing as per extant
guidelines issued by Network associates.
2.9.7 Re-presentment of Chargeback: These processes shall be handled by the
concerned section of Reconciliation Wing as per extant guidelines issued by
Network associates.

2.9.8 Bank will be liable to compensate the complainant for the loss of his/her
time, expenses, financial loss as well as for the harassment and mental
anguish suffered by him/her for the fault of the Bank and where the
grievance has not been redressed in time. If a complainant does not get
satisfactory response from the card-issuer within a maximum period of one
month from the date of lodging the complaint, he/she will have the option to
approach the Office of the concerned RBI Ombudsman for redressal of his/her
grievance/s.

3. REPORTING STRUCTURE / REQUIREMENTS:

3.1. A monthly statistical report of Debit Cards is to be submitted to Reserve Bank

of India.
3.2. Bank will submit such report as on last day of every month with details of
Cards issued, usage in ATM/POS number and amount of such transactions, on
or before 7th of succeeding month.

3.3. The bank will undertake review of their operations/issue of debit cards on
half-yearly basis. The review shall include, inter-alia, card usage analysis
including cards not used for long durations and the inherent risks therein.

4, 5 & 6. RISK ASSESMENT/ RISK MEASUREMENT / RISK MITIGATION:

Limit for Withdrawal:

6.1. The following will be the maximum daily limits for different types of
transactions. The limits may vary depending upon the variants of Debit Card
as product feature.
6.2. ATM cash withdrawal: ATM cash withdrawal: Any number of transactions with
a per day per card limit of Rs.40,000/- for Standard / Classic/Gold/Elite
Cards and Rs.50,000/- for Platinum/ Business, Select & Signature Cards.

6.2.1. Purchases at Merchant locations through POS/ Bharat QR / Internet:

Any number of transactions per day per card subject to a maximum of
Rs.1,00,000/- for Standard / Classic/ Gold/ Elite Cards and
Rs.2,00,000/- for Platinum/ Business/ Select/ Signature Cards.

6.2.2. Cash withdrawals through Point of Sale Machines: Any number of

transactions with a per-day per card limit of Rs.2000 in tier III to VI
cities and Rs.1000/- in Tier I & II cities.
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 6.2.3. The cash withdrawal shall be in multiples of Rs. 100/- only.

PERSONAL IDENTIFICATION NUMBER (PIN):

6.3. We are providing PIN mailer in the sealed envelope for accessing ATM service.
Customers are required to change the PIN periodically for preventing any
misuse. PIN based authentication is mandatory for activation of the card and
usage for e-commerce.

6.4. The Cardholder may key-in a PIN of his choice through the ATM for operations.
The Cardholder should be advised to maintain secrecy of PIN to prevent any
misuse of the Card. Cardholder may also be informed of the provision
available for change of PIN in the ATM. No records of the same will be
maintained or report will be generated at the branches.

6.5. Bank has facilitated GREEN PIN/ FORGOT PIN option for our Debit Cardholders
to generate/re-generate PIN by cardholders themselves, through our Bank
ATMs. The option is applicable for both Personalized & non-Personalized Debit
cards. Registration of mobile number in CBS is mandatory for opting GREEN
PIN /FORGOT PIN by card holders.

Service Charge shall be collected by the Bank for FORGOT PIN opted by debit
card holders from their SB/CA/OD account whenever the Bank decides to do so.

6.6. Bank has also facilitated green pin generation facility through IVRS/MB/IB
channels.

7. STRATEGIES FOR MEETING OBJECTIVES

7.1. The Bank may extend reward point scheme for promoting card usage for
purchases.

Co-branding of our Debit Cards:

7.2. Co-branding means including the brand identity of another institution along
with our Bank's brand.
7.3. Our Bank may issue Debit Cards, its variants in association with Regional Rural
Banks, educational institutions, reputed companies, institutions, Clubs etc.
The co-branded institutions may be banking, non-banking entities, financial,
educational institutions, Clubs, other institutions. However, while entering
into co-branding with banking entities, it should be ensured that there is no
conflict of interest.

7.4. The co-branded debit card will explicitly indicate that the card has been
issued under a co-branding arrangement. The co-branding partner shall not
advertise/market the co-branded card as its own product. In all
marketing/advertising material, the name of the bank will be clearly shown.

7.5. The co-branded card will prominently bear the branding of the Bank.

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7.6. The co-branding arrangement shall be as per the Board approved policy of the
card-issuer. The policy shall specifically address issues pertaining to various
risks, including reputation risk associated with such an arrangement and put in
place suitable risk mitigation measures. Further, the information relating to
revenue sharing between the card-issuer and the co-branding partner entity
shall be indicated to the cardholder and also displayed on the website of the
card-issuer.

7.7. Where the bank enters into co-branding with financial entities, it is necessary
that approval is obtained from the regulator of the financial entity.

7.8. The role of the Non-banking entity under the tie up arrangement should be
limited to marketing / distribution of the cards, providing access to the
cardholder for the goods/ services that are offered.

7.9. Bank should ensure that any information relating to customers obtained at the
time of opening the account or issuing the card are kept strictly confidential.
All such Non-Banking tie up entities should be permitted to access details of
customer accounts purely for the purpose of marketing, after duly signing the
Non-disclosure agreement with the Bank.

7.10. Bank shall also be liable for the acts of the co-branding partner. The bank
shall ensure adherence to the guidelines on ‘Managing Risks and Code of
Conduct in Outsourcing of Financial Services by bank, as amended from time
to time. Bank shall ensure that cash backs, discounts and other offers
advertised by a co-branding partner are delivered to the cardholder on time.
Bank shall be liable for any delay or non-delivery of the same to the
cardholders.

7.11. Bank shall carry out due diligence in respect of the co-branding partner entity
with which they intend to enter into tie-up for issue of such cards to protect
themselves against the reputation risk they are exposed to in such an
arrangement. Bank will ensure that in cases where the proposed co-branding
partner is a financial entity, it will obtain necessary approvals from its
regulator for entering into the co-branding arrangement.

7.12. The co-branding partner shall not have access to information relating to
transactions undertaken through the co-branded card. Post issuance of the
card, the co-branding partner shall not be involved in any of the processes or
the controls relating to the cobranded card except for being the initial point
of contact in case of grievances.

7.13. Bank will not reveal any information relating to customers obtained at the
time of opening the account or issuing the card to any other person or
organization without obtaining their explicit consent, with regard to the
purpose/s for which the information will be used and the organizations with
whom the information will be shared. Bank will ensure strict compliance to
the extant legal framework on data protection. Further, in case where the
customers give explicit consent for sharing the information with other
agencies, Bank will explicitly state and explain clearly to the customer the full
meaning/implications of the disclosure clause. The information sought from
customers will not be of such nature which will violate the provisions of law
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 relating to maintenance of secrecy in the transactions. The Bank will be solely
responsible for the correctness or otherwise of the data provided for the
purpose.

7.14. Under a co-branding arrangement, the co-branding entity will not be

permitted to access any details of customer’s accounts that may violate the
Bank’s secrecy obligations.

8. LIMIT STRUCTURE / TRIGGER MECHANISM, IF ANY: Not applicable.

9. PROVISIONS FOR EXEMPTION/ RATIFICATION OF PROCEDURE AND ITS

DELEGATION:
9.1. Issuance of Canara Bank Debit Cards only on a case to case basis based on the
permission of the circle head can be considered in the following cases:

9.2. Authorized person/s :

9.3.

9.3.1. Clubs/Associations (Regd./unregistered)

9.3.2. Charitable and Religious institutions, Trusts
9.3.3. Local Bodies
9.3.4. Partnership firms
9.3.5. Public and Private Ltd company
9.3.6. Societies (Regd. or unregistered)
9.3.7. Provident fund account etc., provided the operational condition is
severally in case there is more than one authorized person to operate
the account

9.4. The Executive Director shall be the competent authority for permitting
Modifications /changes to Debit card scheme/ features of the card which may
be required keeping in view the Industry trend / change in Network
Association rules / regulatory guidelines / Bank’s business need.

10. COMPLIANCE/ MONITORING OF IMPLEMENTATION OF THE POLICIES

DISPUTE RESOLUTION
Dispute Resolutions & Customer complaints:
10.1. Branches shall ensure that the Debit cards (including Co-branded cards)
issued to customers accounts are in compliance with KYC/ AML/ ATF
directives

10.2. Branches shall update the Mobile numbers of all the Debit cardholders in CBS,
both existing as well as newly issued cardholders to facilitate sending of SMS
alerts in respect of card transactions, as a security risk mitigation measure.

10.3. All dispute resolution shall be dealt in accordance of terms and operative
guidelines of Visa/ MasterCard/ NPCI.
10.4. Such resolutions are required to be attended within the time stipulated by
the regulators/card associations.

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 Compliance:

10.5. All RuPay Domestic cards issued by our Bank shall be accepted at :
i) NETS Network in Singapore(PoSterminals)
ii) BC Card Network in South Korea (ATM, PoS and E-commerce)
iii) Mercury Payments Services Network in UAE (ATM, PoS and E-commerce).
iv) Royal Monetory Authority (RMA) of Bhutan for Merchant Locations and
ATM.
v) Network of Nepal SBI Bank Limited (NSBL), Nepal for PoS and ATM.

11. REGULATORY PRESCRIPTION

Domestic Debit Cards / International Debit Cards:

11.1. All Cards, both new / renewed card, issued to customers have to be EMV Chip
based cards only without any exception.
11.2. Bank may issue contactless Debit cards (Dual interface cards with RFID
antennae) using Near Field Communication technology (NFC) for facilitating
our customers the benefit of the relaxation permitted by Reserve Bank of
India in the requirement of Additional factor Authentication (like PIN) for
small value card present transactions, presently up to Rs. 5,000/-.
11.3. As per RBI directives on customer protection policy, Bank may block all
electronic banking transactions if mobile number is not registered with the
Bank for SMS alerts. However withdrawals through ATM will be permitted.
11.4. RBI has relaxed the need for additional factor authentication (authentication
by keying in OTP received on Mobile phone) for ‘Card Not Present’
Transactions subject to following modifications:

11.4.1. Such payment authentication solution to be provided by authorized

card networks like Visa/MasterCard/NPCI.
11.4.2. Card Holder’s consent to be obtained.
11.4.3. Relaxation of additional factor authentication for Card Not Present
Transaction has been revised from Rs.2,000/- to Rs. 5,000/- only,
per-transaction from 01.01.2021.

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