Terms and Conditions of Baroda Contact Centre Services: Definitions: In this document the following words and phrases have the meanings set against them unless the context indicates otherwise. Account(s) refers to the Customers operative Savings Bank Account (SB) and/or Current Account (CA) and / or Cash Credit (CC) / Overdraft (OD) Account and / or loan account and/or Demat Account, so maintained with Bank of Baroda (hereinafter referred to as BoB or Bank) which are eligible account(s) for operations through the use of Baroda Contact Centre services. Under Baroda Contact Centre services BOB would provide information to its customers and facilitate Service Requests of its customer/s through telephone/mobile phone, in relation to the Account(s) of such Customer/s about products and services of BoB and other entities with whom BoB has entered into arrangements. Under Baroda Contact Centre services, BOB would also provide information to public in general through telephone/mobile phone about products and services of BOB. Customer means a customer of BoB maintaining an operative SB, CA, CC or OD account with any of the branches of BoB in India. TPIN (Telephone Personal Identification Number) refers to a 4-digit number that is provided by BoB for accessing Baroda Contact Centre Service. TERMS refer to Terms and Conditions for use of Baroda Contact Centre services as specified in this document. Applicability of TERMS: These TERMS form the contract between the Customer and BoB. Each customer of BoB at locations where Baroda Contact Centre service is extended to customer(s) shall be eligible for Baroda Contact Centre services based on eligibility norms as prescribed by BoB from time to time. BoB shall be entitled at its sole discretion to accept or reject any application received at locations where Baroda Contact Centre Service is not available or for a Customer who is not eligible as per BoB norms. By applying for the Baroda Contact Centre services and accessing the service for the first time, the Customer acknowledges and accepts these TERMS. Notwithstanding anything contained herein, all Terms and Conditions stipulated by BoB in connection with the Account(s) shall continue to apply. Contact Centre Service: BoB shall endeavour to provide to the Customer through the Contact Centre service, various services including but not limited to enquiry of the balance in the account(s), request for account(s) statement and / or cheque books and such other facilities as BoB may decide to provide from time to time. BoB reserves the right to decide the type of services that may be offered on each account and may differ for different categories of Customers. The services through Baroda Contact Centre services shall be provided in a phased manner at the discretion of BoB. BoB reserves the right to revise suspend in whole or in part any of the services provided through Baroda Contact Centre services.
UNAUTHORISED ACCESS The user of Baroda Contact Centre services shall take all necessary precautions to prevent unauthorized and illegal use of the service and unauthorized access to the Accounts provided by Baroda Contact Centre. Access to Phone Banking Services: Baroda Contact Centre services will be available from 8.00 am to 8.00 p.m. currently. In order to avail the Baroda Contact Centre services, the Customer should hold any operative account such as SB, Current, CC or OD account. Customer having only deposit accounts or loan accounts will not be able to use this facility. Customer is required to identify himself / herself to the Baroda Contact Centre services system by either undergoing the verification process where a series of security questions will be asked for which the caller needs to provide appropriate answers or by validating the Account number and TPIN or any other verification process as per the procedures decided by BoB from time to time. However, the Customers are encouraged to generate their TPIN online (one time) by undergoing the verification process so that the Customers can use the TPIN for subsequent interactions with the Bank. This reduces the complexities of verification procedure. Baroda Contact Centre services will be available to all the account holders of BoB and will be allowed to generate the on-line TPIN as detailed below. The operating instructions as applicable in the account(s) would be applicable to the Baroda Contact Centre services mutatis mutandis. 1. In case of accounts held in single name, the account holder will be allowed to generate the TPIN of Baroda Contact Centre services after completing the verification / authentication process, successfully. For this purpose, the Customer will have to call using his mobile number, registered with BoB. In case the customers have not registered their mobile number, they are advised to register the mobile number with their Base Branch before availing Baroda Contact Centre services. 2. As a part of the verification / authentication process, the caller will be queried on details related to accounts and / or account holder. These security questions may change from time to time at the discretion of the Bank and based on the security requirements. 3. At present TPIN facility is not available in case of accounts held jointly by more than one individuals e.g. Joint Account, Partnership account etc. 4. The customer will have access to all accounts linked to his/her Customer ID. However, Service Request can only be accepted for accounts where Mode of Operation is eligible for Contact Centre Services.. 5. Accounts held by Minor are not eligible for contact centre services. 6. In case of corporate accounts, where mode of operation is Karta of HUF, Proprietor the authorised signatory as per of mode operation can have access to Baroda Contact Centre services and be allowed to generate the online TPIN after clearing the verification / authentication process. 7. In case of accounts held by individuals or corporate, where the mode of operation is of restrictive type e.g. Any Two Partners, Any two, Any two directors, Former of Survivor the account is NOT eligible for TPIN for Baroda Contact Centre services. The customer will access the Baroda Contact Centre services by giving his / her 14 digit account number. Once the customer had registered his / her TPIN (as above), the customer is free to access the Baroda Contact Centre services using any of his linked accounts (running accounts SB, Current, CC or OD). Telephone Personal Identification Number (TPIN)
BoB will provide a 4 digit TPIN and Customers will maintain complete secrecy of the same and ensure that the same is kept confidential; and, not let known to any unauthorised person including any employee or representative of BoB, voluntarily, accidentally or by mistake. If the customer forgets / loses / misplaces the TPIN or the TPIN ceases to remain secret, the customer undertakes to inform BoB immediately. The request for the issue of a new TPN will be through Baroda Contact Centre services as per the required process of the Bank. A new TPIN will be issued to the Customer after the necessary authentication procedures are carried out. Issuance of a new TPIN shall not be construed as the commencement of a new contract. All losses incurred by the Customer, if any, due to his/her failure to keep the TPIN confidential shall be borne solely by the Customer and BoB shall not be liable for the same. The caller shall be deemed to be the Customer by BoB once he / she enters his/her account number followed by this TPIN and shall be deemed to be the legal and beneficial owner of, or, authorised to deal with the funds and property in the ACCOUNT (S) each time the caller uses the Baroda Contact Centre services and seek information in respect thereof. Charges: Applicable charges would be decided by the Bank from time to time. As of now, the Baroda Contact Centre services is made available to its customers free of cost. Service Requests: Currently, the Bank offers facility of conducting the following Service Requests. (a) Stop payment of cheque (b) Request for issue of cheque book, (c) Hot-listing of debit card, (d) Request for reissuance of debit card, (e) Request for re-generation of Debit Card PIN (f) Request for activation of Baroda Connect (bank s internet banking facility) password for retail customers, (g) Request for re-generation of transaction password of Baroda Connect for i- Secure retail customers, (h) Accepting complaints from debit card customers for failed transactions and card swallowed. The said facilities will be provided in accordance with the conditions specified by the Bank from time to time. The Bank reserves the right to add / modify / withdraw the facility offered through Baroda Contact Centre services from time to time. The requests received after the successful validation or after successful TPIN validation, shall be binding on the customers and the relevant records of which will be admissible in the event of any dispute. Bank will ensure that the above service requests or any other Service Requests to be introduced in future, are fulfilled within a set Turn Around Time (TAT) as defined by the BOB or by any regulator from time to time, which will be informed to the Customer while the Service Requests are accepted by the Contact Centre. However, among the above Service Request, two service requests - (a) Stop Payment of Cheque and (b) Hotlisting of Debit Card are treated as emergency services. Bank will fulfil these two service requests on priority basis immediately. However, due to reasons like link failure, technical connectivity, IT failure, etc. or any other reason that are not in the control of contact centre, the delay in fulfilling the service request might occur. Customer, hereby, understands and agrees that due to any such delay, if any financial loss has occurred to the customer, the Bank cannot be held liable for the same. Further, customer understands and agrees that the charges, if any, applicable for executing the Service Requests are payable by the customer and the customer / user authorises the bank to debit to his / her account for any such charges. Honouring:
The user irrevocably and unconditionally authorises the Bank and its authorised persons to access all his / her account(s) for while fulfilling any request of the user through the Baroda Contact Centre services The Bank shall have the right to request the user for further information for authentication of the users genuineness and to use any other information for authentication of the user. The Bank will not be liable for failure to provide any service or to perform any obligation there under where such failure is attributable (whether directly or indirectly) to any malfunction of the Baroda Contact Centre services, banks systems, any processes (human and system) and/or any dispute or other circumstances beyond its control. The bank will not be liable for any consequential or indirect loss or damage arising from or related use of contact centre facility, any statements issued shall be conclusive unless verified otherwise by the Bank, any such verifications shall likewise be final and conclusive and holder shall not object thereto. The Customer, while availing this facility, must give clear and unambiguous instructions. In the event of distorted or ambiguous instructions, the Bank will be at the absolute discretion whether to carry out the instruction or not and the decision of the Bank in this regard shall be binding on the Customer. The Bank also reserves the right of not carrying out the instruction so given by the user, if the instruction, in the opinion of the Bank are either not bonafide or irregular or dubious. Authority to Bank of Baroda: The read-out that is received by the Customer at the time of operation of Baroda Contact Centre services is a record of the operations of the telephone / mobile phone access by him. The records of BoB generated by the transactions arising out of the use of the Baroda Contact Centre services, including the time the transaction recorded shall be conclusive proof of the genuineness and accuracy of the transaction, and admissible evidence in case of any dispute. The authority to tape or record the transaction and / or the entire interaction over telephone/mobile phone is hereby expressly granted by the Customer to the Bank. The Bank reserves the right to use so recorded transaction and / or interaction as per its discretion and requirement. Right of disclosure: The Bank reserves the right to disclose as per law in strict confidence, to the institutions such information concerning the customer account(s) as may be necessary or appropriate in connection with its participation in any electronic funds transfer network or for any other purpose. Changes in Terms and Conditions: BoB has the absolute discretion to amend and supplement any of the TERMS at any time.. By using the service by the Customer/s, it shall be deemed that the Customer has accepted the changed Terms and Conditions. Termination of Contact Centre Service: Notices: BoB may suspend or terminate Baroda Contact Centre services/facilities without prior notice to the customer.
Notices, if any, under the above TERMS may be given by BoB in writing by delivering them by hand or by sending them by post to the last address given by the user. In addition, BoB may also publish notices of general nature, which are applicable to all customer(s) of Baroda Contact Centre services in newspaper or on its website. Such notices will have the same effect as a notice served individually to the user. Notice and instructions will be deemed served within 15 days after posting or upon receipt in case of hand delivery, cable, telex, facsimile, or email. Governing Law: Terms and conditions and / or the operations in account(s) maintained by BoB and / or the use of the services provided through Baroda Contact Centre services shall be governed by the laws of the Republic of India and no other nation. The Customer and the BoB agree to submit to the exclusive jurisdiction of the Courts located in Mumbai, India as regards any claims or matters arising under these Terms and Conditions. BoB accepts no liability whatsoever, direct or indirect, for non compliance with the laws of any country other than the Republic of India. The mere fact that the Baroda Contact Centre services service can be accessed by the Customer in a country other than India shall not be interpreted to imply that the laws of the said country govern these Terms and Conditions and / or the operations in Baroda Contact Centre services Account(s) and / or the use of Baroda Contact Centre services. Applicability of Future Accounts: The Customer agrees that if any further account(s) are opened by the Customer or the Customer subscribes to any of the products / services of BoB, and in case BoB extends the Baroda Contact Centre services service to such account(s) or products or services and the Customer opts for use thereof, then these TERMS shall automatically apply to such account. General: The clause headings in this Terms & Conditions are only for convenience and do not affect the meaning of the relative clause. Baroda Contact Centre services would operate during timings specified by BoB from time to time and requests would be carried out on the same day or on the next working day depending upon the time of logging of the requests and / or nature of request The users to ensure that the telephone used for Baroda Contact Centre services is in tone mode. The users should also be aware that the service is available only in certain cities and all costs incurred including tele-communication costs to use Baroda Contact Centre services would be borne by him. Force Majeure: 1. Any failure or delay in the performance by the bank of its obligation under this agreement shall not constitute a breach hereof or give rise to any claims for damages if, to the extent that is caused by occurrence beyond the control of the Bank, including but without limitation to the generality of the following link failure, acts of government authority, acts of God, strikes or concerted acts of workmen, fires, floods, explosion, wars, riots, storms, earthquake, accidents, rebellion, epidemic, rules, regulations, orders or directives of any government of any state, subdivision, agency or instrumentality thereof any Court of competent jurisdiction. 2. All authorisation and powers conferred on the Bank by the Customer are irrevocable, unless the Customer or the BoB terminates the Service.