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 iSecure 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:
BoB may suspend or terminate Baroda Contact Centre services/facilities without prior notice to
the customer.
Notices:
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.