Reserve Bank Of India Department Of Currency

RESERVE BANK OF INDIA DEPARTMENT OF CURRENCY MANAGEMENT
CITIZENS' CHARTER
1. Objective of the Citizens' Charter
This Citizen's Charter provides information on various facilities provided by the Reserve Bank of India ( RBI) in the matter of exchange of notes and coins and the common standards of the services provided at RBI Issue Offices and designated branches.
2. Services Available at RBI Issue Offices
The RBI Offices, where Issue Department is functioning, offer the facility to members of the public to exchange their notes including soiled and mutilated notes and coins including uncurrent or worn out coins. The Bank is committed to provide exchange facility free of cost at its counters during business hours of respective RBI Issue Offices.
3. Names of RBI Offices which provide exchange facilities
The facilities are provided at the counters of the Bank's Regional Offices located at Ahmedabad, Bangalore, Belapur (Navi Mumbai), Bhopal, Bhubaneswar, Chandigarh, Chennai, Guwahati, Hyderabad, Jaipur, Jammu, Kanpur, Kochi, Kolkata, Lucknow, Mumbai, Nagpur, New Delhi, Patna and Thiruvananthapuram.The addresses and telephone numbers of RBI Offices are given in the Annex.
4. Exchange of soiled and mutilated notes and coins at the Bank's public counters
Members of the general public can avail themselves of the following facilities at the counters of the Bank's Offices. Procedure to avail the sevices and information on costs of services and the Greivance redress Mechanism is given below.

Sr. Services offered No.

Procedure to avail the service

Cost of the service

I.

a) Exchange of notes The serial numbers of

Free of cost.

and coins, and

counters where

exchange facility is made

b) Exchange of

available at each Office

defective notes at

are displayed at the

the counter ( for a few banking hall of each

pieces only )

Office of the Bank.

Approach the designated

counters or enquiry

counter for information

regarding designated

counters.In case of any

difficulty contact the

Nodal Officer whose

Time limit
Spot Payment. during the banking hours. The duration of banking hours is displayed in the banking hall or can be known from the enquiry counter.

name is displayed in the Banking Hall.

II. Exchange of defective Ask for TLR cover at the ECS

ECS

notes tendered through designated counter or

Free of cost.

The exchange

TLR Covers (for larger approach enquiry

value will be

number of pieces)

counter for more

Money Order

credit to the

information.

(MO)

account of the

Fill in the required

No charges for claimant within

information on the TLR amount up to 4 working

cover.

Rs.1000.

days from the

Mention the details of

Actual

date of receipt

bank / branch / account commission

of defective

number, where credit of charged by the notes.

the exchange value is

Post Office for

desired, on the TLR

amounts

MO/DD/PO

Cover.

exceeding

MO/DD/PO

Exchange value will

Rs.1000.

will be

normally be paid through Demand Draft dispatched to

following ways:

(DD)

the claimant

ECS credit: Bank

Actual amount within 4

account of the claimant of Exchange, as working days

will be credited through applicable, on from the date

ECS, provided ECS

the amount

of receipt of

mandate has been

remitted.

defective

submitted to RBI.

notes.

Payment Order: If the

Payment Order

claimant is a local

(PO)

resident and no ECS

Free of cost.

mandate is available.

Demand Draft: If

claimant is an outstation

resident.

Money Order: If claimant

is an outstation resident

and does not have any

bank account.

5. Mutilated/cut notes in

closed covers are

received in Triple Lock

Receptacle upto one

hour after the close of

normal business hours.

In case of any problem

please contact the

enquiry counter or the

Nodal Officer whose

name is displayed in the

Banking Hall.

III. Exchange of defective Send defective notes

Same as

notes tendered through through Insured &

mentioned at

Insured Parcel (for very Registered Parcel to The Sr. No. II.

large number of

General/Deputy Manager

pieces)

of the concerned Issue

Office whose address

can be obtained from the

enquiry counter or the

website of Reserve Bank

of India.

Mention the details of

notes sent, name,

address and bank

account details of the

tenderer on an

accompanying letter.

Exchange value will be

paid by credit to bank

account through ECS.

Exchange value can also

be paid by Payment

Order/Demand Draft

/Money Order.

In case of any difficulty

you can contact the

concerned Issue Office

over telephone or by

email, the detail of which

is available in Reserve

Bank of India website.

IV. Exchange of defective Contact enquiry counter Same as

notes under Special

or AGM/Manager

mentioned at

Procedure (For notes (Claims Section).

Sr. No. II.

which have turned

Submit application in the

extremely brittle, badly prescribed form.

burnt, charred,

Defective notes are not

inseparably stuck-up to be submitted with the

together and, therefore, application.

cannot withstand

Wait for intimation from

further handling or

Claims Section about the

which may lose their date on which

original identity with the adjudication of notes will

passage of time)

be done.

On the stipulated date,

bring the defective notes

to Claims Section.

Claimants can witness

the activity of

ECS The exchange value will be credit to the account of the claimant within 15 working days from the date of receipt of defective notes.
MO/DD/PO MO/DD/PO will be dispatched to the claimant within 15 working days from the date of receipt of defective notes.
Same as mentioned at Sr. No. II.

adjudication of their defective notes, if they so desire. Do not paste / reconstruct the defective notes. Bring the defective notes in their original form.

V Exchange of notes to Follow the procedure

Free

coins through Coin

displayed on the Coin

Vending Machine

Vending Machine. In

case of any problem

please contact the

enquiry counter or the

Nodal Officer.

Spot Payment by the machine during the banking hours.

The Nodal Officer for looking into customer related problems is Shri Shiva Kumar 5 Tadikonda, Phone number 022-26538027. In case of any difficulty the customer can contact
him during the banking hours.

6

Grievance Redressal

In case you are not satisfied with the services availed at the counters or have any suggestion for improvement in the services provided by the Bank, you may send your complaint / suggestion to us in the following ways:

(i) Leave your complaint / suggestion in the transparent Drop Box provided for the purpose in the Banking Hall.
(ii) Write your complaint / suggestion in the Complaint / Suggestion Register available at the Enquiry Counter.
(iii) Send your complaint / suggestion by post/courier to the General Manager/Deputy General Manager Reserve Bank of India, Issue Department
(iv) Send your complaint / suggestion to us by e-mail at [email protected] (v)You may also contact the following officials of Issue Department in person or telephone
for redressal of your grievances:

Sr. Name of No. the Official 1. 2.
3.
4.

Designation
General Manager Dy. General Manager Asst.General Manager Treasurer

Address Telephone E-Mail Number Address

(vi) Your complaint / suggestion will be acknowledged immediately and appropriate action will be taken for redressal thereof within one month from the date of receipt of your letter.

7. General Conditions of Service

(i) The mutilated/cut notes are exchanged by the Bank as a matter of grace under the Reserve Bank of India (Note Refund) Rules. When the mutilated/cut note is not found payable under the Rules, the same is rejected and rejection advice issued to the tenderer. The rejected note is retained by the bank and destroyed after four months.The tenderer can make appeal for reconsideration during the preservation period of four month to the concerned Issue Office
(ii) Notes/coins which are found to have been forged/ counterfeited are impounded and no value thereof is paid. Such notes/coins are retained by the Bank after issue of advice to the tenderer.
(iii) The security features of the bank notes issued by RBI are furnished as information to members of the public in the Bank's website http://www.rbi.org.in/currency/banknotes.html .
(iv) Demand for notes and coins should be commensurate with the genuine business/personal need of the customer.

8. Exchange of soiled and mutilated notes and coins at the counters of commercial banks

(i) Offices of the Reserve Bank are located at selected centers. The Bank has, therefore, made arrangement for provision of the facility of exchange of soiled notes, exchange of notes to coins and coins to notes at the branches of scheduled commercial banks. While the facility for exchange of soiled notes is available at all branches of public sector banks and branches of private sector bank, the facility of exchange of mutilated / cut notes is available only at the designated bank branches of commercial banks. A list of the designated bank branches where the mutilated notes can be exchanged is available at the enquiry counter of the RBI Offices. Such designated bank branches also have instructions to display notice board regarding availability of mutilated notes exchange facility. In case any such branch refuses to provide the exchange facility, aggrieved members of the public can complain to the Chairman and Managing Director/CEO of the commercial bank concerned. In case the grievance is not redressed, the matter may be brought to the notice of the concerned Regional Office of Reserve Bank of India.

(ii) Branches of other banks i.e. Co-operative Banks and Regional Rural Banks are expected to exchange notes and coins at their convenience. They, however, do not have powers to exchange mutilated notes.

9

Suggestion/Comment

In case any member of the public has any suggestion/comment to offer in regard to the Citizens' Charter, he may write to the Chief General Manager, Department of Currency

Management, Reserve Bank of India, Central Office, Amar Building, 4th Floor, Sir P.M. Road, Fort, Mumbai - 400 001.

Addresses of RBI Issue Offices and their Jurisdiction

ANNEX

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Name and Address of RBI Office The General Manager Reserve Bank of India, Issue Department 2nd Floor, Near Gandhi Bridge Ahmedabad 380 014. The General Manager Reserve Bank of India, Issue Department 10/3/8, Nrupathunga Road, Bangalore – 560 001. The Deputy General Manager Reserve Bank of India, Issue Department Pt. Jawahar Lal Nehru Marg, Post Box No. 16, Bhubaneswar – 751 001 The General Manager Reserve Bank of India, Issue Department Main Building, Shahid Bhagat Singh Marg, Fort, Mumbai – 400 001.

5. The Deputy General Manager Reserve Bank of India, Issue Department, Hoshangabad Road, Post Box No. 32, Bhopal 462 011.
6. The Deputy General Manager Reserve Bank of India, Issue Department Plot No. 3, Sector 10, H.H. Nirmala Devi Marg, CBD, Belapur, Navi Mumbai – 400 614.
7. The Deputy General Manager Reserve Bank of India, Issue Department Central Vista, Opposite Telephone Bhavan, Sector 17, Chandigarh – 160 017.
8. The General Manager Reserve Bank of India, Issue Department Fort Glacis No. 16, Rajaji Salai, Post Box No. 40, Chennai – 600 001.
9. The General Manager Reserve Bank of India, Issue Department Station Road, Panbazar, Post Box No. 120, Guwahati – 781 001.
10. The General Manager Issue Department Reserve Bank of India 6-1-65, Secretariat Road, Saifabad, Hyderabad – 500 004.
11. The Deputy General Manager Reserve Bank of India, Issue Department Rail Head Complex, Jammu – 180 012.

Jurisdiction The State of Gujarat and Union Territories of Dadra and Nagar Haveli and Daman and Diu The State of Karnataka
The State of Orissa.
Greater Mumbai i.e. Mumbai island and the suburban district (roughly south of a line connecting Dahisar and Mulund on the Western and Central Railways respectively) The State of Madhya Pradesh
The districts of Ahmednagar, Kolhapur, Nasik, Pune, Raigad, Ratnagiri, Sangli, Satara, Sindhudurg, Solapur, and Thane in the State of Maharashtra and the State of Goa. The States of Haryana, Himachal Pradesh, Punjab and the Union territory of Chandigarh State of Tamil Nadu and the Union Territory of Pondicherry.
The States of Assam, Arunachal Pradesh, Manipur, Meghalaya , Mizoram, Nagaland and Tripura The State of Andhra Pradesh
The State of Jammu and Kashmir

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Name and Address of RBI Office The General Manager Issue Department Reserve Bank of India Rambaug Circle, Tonk Road, Post Box No.12, Jaipur – 302 004. The General Manager Issue Department Reserve Bank of India M.G. Marg, Post Box No. 82/142 Kanpur – 208001. The General Manager Issue Department Reserve Bank of India Post Bag No. 49 Kolkata – 700 001. The General Manager Reserve Bank of India, Issue Department Main Office Building, Dr. Raghvendra Rao Road, Post Box No. 15, Civil Lines, Nagpur – 440 001.

16. The General Manager Reserve Bank of India, Issue Department 6, Sansad Marg, New Delhi – 110 001.
17. The Deputy General Manager Reserve Bank of India, Issue Department, South Gandhi Maidan Post Box No. 162 Patna – 800 001.
18. The Deputy General Manager Reserve Bank of India, Issue Department, Bakery Junction, Post Box No. – 6507, Thiruvananthapuram – 695 033.

Jurisdiction The State of Rajasthan
The State of Uttar Pradesh and Uttaranchal
The States of Sikkim, West Bengal and the Union Territory of the Andaman & Nicobar islands
The State of Chattisgarh and the districts of Akola, Amaravati, Aurangabad, Beed, Bhandara, Buldhana, Chandrapur, Dhule, Gadchiroli, Hingoli, Jalgaon, Jalna, Latur, Nagpur, Nanded, Osmanabad, Parbhani, Wardha, Yavatmal in the State of Maharashtra. The State of Delhi
The State of Bihar and Jharkhand
The State of Kerala and the Union Territory of Lakshdweep