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Thursday, July 23, 2020


Service Requests Procedure to be followed in CBS Post offices – POSB Rule Wise

The Savings Bank and Savings Certificate operations are being performed on CBS platform in post offices. Hence, it is common that customers of one Post office will approach another Post Office for various service requests.


Therefore, every staff must have thorough knowledge pf procedure to be followed in such cases to provide customer friendly services. A few such common service requests frequently received in the counters and the procedure to be followed are enumerated below Rule wise.

Service Requests Procedure of Transactions that can be done only at the office [SOL] in which the Account stands: 

SL NoType of Service requests commonly received in respect of same SOL and other SOLApplicable Rule of POSB CBS ManualWhether it can be provided in same SOL or at different SOLs also.
01Revival of SB AccountsRule 55Revival of Account will be done in the concerned HO of the SOL. Hence, application can be accepted in the same SOL or in the HO of the concerned SOL.
02Issue of Duplicate Pass Book in lieu of Lost oneRule 45The Duplicate Pass Book can be issued by HO only. So the application can be accepted either in the same SOL or in the HO of the concerned SOL.
[Fee Rs.50+9=Rs.59]
03Issue of Duplicate Pass Book in lieu of spoil oneRule 46The Duplicate Pass Book can be issued by HO only. So the application can be accepted either in the same SOL or in the HO of the concerned SOL.
[Fee Rs.50+9=Rs.59]
04Issue of Duplicate Pass Book in lieu of lost or mutilated certificate[NSC/KVP]Rule 160It will be done in the HO of concerned SOL. The application can be accepted in the same SOL and be forwarded to concerned HO.
[Fees Rs.10+2 per registration]
05Discharge of NSC/KVPRule 150It can be done in same SOL only. However ,if the certificates are produced for discharge at other SOL, then it must be got transferred to said office by collecting applicable transfer fee from the customer.
06Request for conversion of normal SB into Cheque AccountAppendix III of POSB CBS ManualIt can be done in same SOL only.
07Issue of Fresh Cheque Book in the existing SB Cheque AccountAppendix III of POSB CBS ManualIt can be done in same SOL only.
[Fees: up to 10 cheques in a calendar year no fees. Thereafter at Rs.2 per cheque]
08Issue of fresh ATM cardRule 3[ix]It can be done in same SOL only.
09Blocking the lost ATM cardRule 3[ix]It can be done in same SOL only.
10Replacement of magnetic strip ATM card with EMV chip cardRule 3[ix]It can be done in same SOL only.
11Pledging of NSC/KVPsRules 159It can be done in the HO of the concerned SOL. So application can be accepted either in the same SOL or in the Ho of concerned SOL.
[Fees Rs.100+18=Rs.118]
12Release of pledge in r/o NSC/KVPsRules 159It can be done in the HO of the concerned SOL. So application can be accepted either in the same SOL or in the HO of concerned SOL.
13Acceptance of application for claim in respect of deceased depositorsRule 60It must be done in same SOL only. As Per Rule 60[2][ii] of POSB CBS Manual, if the claim is preferred at any other post office ,the BPM/SPM/PM/Senior PM should accept the witness and forward the case along all documents to the post office where the Account stands by Service Insured Post on the date of its receipt.
14Fresh nomination in case of nomination is not already registeredRule 15Can be done in same SOL only.
15Cancellation/change of nomination in case where nomination is already registeredRule 15Can Be done in same SOL Only.
[Fees Rs.50+9=Rs. 59]
16Closure of AccountsRules 37[SB]
Rule 78 [RD]
Can be done in the same SOL where the Account stands. If the application for closure is received in other SOL, the Account must be got transferred to said SOL by collecting applicable transfer fees [Rs.100+18] from the customer as per rule.
17Debit FreezingRule 63[1]Can Be done in the same SOL if there are two identified supervisors. In case of all other offices, it must be done at the concerned HO only.
18Credit FreezingRule 63[1]Can Be done in the same SOL if there are two identified supervisors. In case of all other offices , it must be done at the concerned HO only.
19Renewal/Extension of TD accountsRule 94[1]Can be done in the same SOL after receiving application in Form 3 Account holder for extension/renewal of account.

Type of Service requests commonly received in respect of same SOL and other SOL
However, if any customer service requests for availing the above services at an post office other than the office at which the Account stands open, then he can be guided about the facility of transfer of Account from office to office on payment of prescribed fees. However, it is optional for the customer to get his Account transferred or not. He must not be compelled.

SL NoType of Service requests commonly received in respect of same SOL and other SOLApplicable Rule Of POSB CBS ManualWhether it can be provided in same SOL or at different SOLs also.
01Acceptance of subsequent cash deposit in SB/RD/PPF/SSARule 26 [SB]
Rule 73 [RD]
Rule 106 [PPF]
Rule 141 [SSA]
The cash deposit can be made in the same SOL as well as in different SOL, But , in the different SOL,the limit is Rs. 25,000 in cash per day subject to applicable rule of the scheme.
02Acceptance of subsequent deposit in POSB cheque in SB/RD/PPF/SSAAppendix III of POSB CBS ManualAs per SB Order 12/2019, POSB Cheque can be accepted at other SOLS without restriction of amount for credit in POSB/RD/PPF/SSA Accounts subject to the limits if any prescribed in the scheme.
03Withdrawal from SB Account of other SOLRule 28As per SB Order 12/2019,all POSB Cheques issued by any CBS Post office if presented at any CBS Office should be treated as AT PAR cheques and should not be sent for clearing. No POSB cheque for more than Rs.25000 should be accepted for cash withdrawal at other SOLs in a day.
04Issue of Fresh Pass Book in lieu of used up oneRule 44Can be issued by any CBS Post Office.
05Entry of transactions in Pass BooksRule 29Can be done in any CBS office without restriction on SOLs.
06Issue of statement of Account/Balance enquiryRule 12Can be done in any CBS office without restriction on SOLs.
[Fees Rs.20+4=Rs.24]
07Acceptance of 15H137 [A]Can be accepted in any CBS Post Office. However, it must forward the same to concerned SOL where the Accounts stands.
08Posting of Interest in SB/SSARule 49 [SB]
Rule 141 [SSA]
It can be done by any CBS PO without restrictions of SOL.
09Transfer of Account from one SOL to another SOLRule 42The application can be accepted in the same SOL or in the transferee office or in the HO of the concerned SOL.
[Fees Rs.100+18=Rs.118

This may be kept as reference in the office while attending the service requests of the customers. The savings Bank/Savings Counter PAs may be suitably guided in this regard.

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