The Citizen's Charter / Code of Bank's Commitment to Customers outlines the Bank's commitment to providing transparent, efficient and customer-friendly banking services.
It provides information on the standards of service that customers can expect from the Bank, including service-related commitments and customer responsibilities.
Citizen's Charter / Code of Bank's Commitment to Customers
Account Opening Forms – All Product Types
Customers can access the applicable account opening forms and related documents for the Bank's deposit products and other eligible account types.
The respective product information should also specify applicable minimum balance requirements, service conditions and linked facilities, wherever applicable.
Forms
| Account / Product | Document |
|---|---|
| Savings Bank Account | Download Form |
| Current Account | Download Form |
| Term Deposit | Download Form |
| Recurring Deposit | Download Form |
| Other Deposit Products | Download Form |
Report Cyber Fraud Immediately
If you notice or become a victim of an unauthorised electronic transaction or cyber/financial fraud, report the incident immediately to the Bank and the appropriate authorities.
National Cyber Fraud Helpline
The National Cyber Crime Reporting Portal provides facilities for reporting cybercrime, including financial fraud. The official portal advises victims of cyber financial fraud to report immediately through 1930.
What customers should do
- Immediately contact the Bank through its official customer service/branch channels.
- Report financial cyber fraud by calling 1930.
- File a complaint through the National Cyber Crime Reporting Portal.
- Keep the transaction details, UTR/transaction ID and supporting evidence ready.
- Do not share OTP, PIN, CVV, passwords or other confidential banking credentials with anyone.
National Cyber Crime Reporting Portal
The official portal currently provides separate options for reporting financial fraud and other cybercrime and also provides a citizen manual and cyber-safety resources.
Deposit Insurance Coverage
Deposits maintained with insured banks are covered under the Deposit Insurance Scheme administered by the Deposit Insurance and Credit Guarantee Corporation (DICGC), subject to the applicable terms and conditions.
Insurance Coverage
Deposits are insured up to a maximum of ₹5 lakh per depositor per bank, including principal and interest, subject to the applicable provisions of the DICGC scheme.
Important Information
- Deposit insurance coverage is applicable subject to DICGC rules.
- The insurance limit is calculated according to the applicable ownership/capacity of the deposits.
- Depositors do not separately pay a premium for deposit insurance.
- Deposits maintained in different banks are separately insured subject to the applicable rules.
Resources
DICGC Awareness Material
Services for Senior Citizens
Meghalaya Rural Bank is committed to providing convenient and accessible banking services to senior citizens.
Services / Facilities
- Priority assistance at branches, where applicable
- Assistance with account-related services
- Nomination facility
- Pension-related banking services, where applicable
- Doorstep banking / other facilities, where applicable
- Assistance for updating KYC, where applicable
Contact
Senior citizens requiring assistance may contact their nearest branch or the Bank's customer service channel.
Nomination Facility
Customers are encouraged to register a nominee for their eligible deposit accounts and other applicable banking facilities. Nomination helps facilitate the settlement of claims following the death of a depositor.
Customers can:
- Register a nomination.
- Change an existing nomination.
- Cancel a nomination.
- Obtain information regarding the nomination registered in their account.
How to Register
Customers may submit the prescribed nomination form at the branch where the account is maintained, subject to the Bank's applicable procedures.
For Deceased Depositor Claims
Where a valid nomination or applicable survivorship mandate exists, settlement of the deceased depositor's claim will be processed in accordance with applicable regulatory requirements and the Bank's procedure.
RBI customer guidance states that nomination facilitates easier settlement of deceased depositor claims, and the applicable instructions provide for settlement within the prescribed timeline, subject to required documentation and verification.
A. Search Unclaimed Deposits
Customers and legal heirs can use the Bank's search facility to identify unclaimed deposits/inoperative accounts maintained with the Bank.
RBI instructions require banks to display information on unclaimed deposits/inoperative accounts that have remained inactive for ten years or more, along with a search facility and information on the claim process.
B. How to Claim
To claim an unclaimed deposit, the claimant should approach the concerned branch and submit the prescribed claim form along with the required documents and identification, as applicable.
General process:
C. DEA Fund Information
Amounts in eligible deposit accounts that remain unclaimed for ten years or more are transferred to the Depositor Education and Awareness (DEA) Fund maintained by the Reserve Bank of India, in accordance with applicable instructions. Depositors/legal heirs continue to have a process for claiming eligible amounts through the bank.
What is an Inoperative Account?
A savings or current account is generally classified as inoperative when there have been no customer-induced transactions for a period of more than two years, in accordance with applicable RBI instructions.
How to Reactivate an Account
Customers can approach the Bank for activation of an inoperative account by completing the required KYC updation and verification process.
Reactivation Process
- Step 1 Contact/visit the Bank branch.
- Step 2 Submit the required KYC documents/information.
- Step 3 Complete the prescribed verification process.
- Step 4 The Bank will process activation after completion of applicable requirements.
KYC updation for activation may be facilitated at branches, including non-home branches, and through V-CIP where the facility is available, subject to applicable requirements.
Settlement of Claims
Meghalaya Rural Bank facilitates the settlement of claims relating to deceased depositors in accordance with applicable regulatory requirements and the Bank's approved procedures.
Documents / Information
Depending on the type of claim, the claimant may be required to submit:
- Claim application/form
- Death certificate
- Identity and address proof of claimant
- Nomination details, where applicable
- Account details/passbook, where applicable
- Legal heir/succession-related documents, where applicable
- Any other document required by the Bank based on the nature of the claim
Claim Process
- Step 1 Submit Claim: Submit the prescribed claim form and required documents.
- Step 2 Verification: The Bank verifies the claimant, death certificate and relevant account/nomination details.
- Step 3 Processing: The claim is processed according to the applicable procedure.
- Step 4 Settlement: The eligible amount is released to the nominee/survivor/legal heir, as applicable.
Timeline
Claims are settled within the applicable regulatory timeline, subject to receipt of the required documents and satisfactory verification. RBI guidance states that claims relating to deceased depositors are to be settled within 15 days from receipt of the claim, subject to the specified conditions.
Reporting Cybercrime
The National Cybercrime Reporting Portal enables citizens to report cybercrime incidents online. Customers who experience cyber financial fraud should report the incident immediately through 1930 and the National Cybercrime Reporting Portal.
Steps to Report
- Step 1 Call 1930: Immediately report financial cyber fraud through the National Cyber Fraud Helpline 1930.
- Step 2 Visit the Portal: Access the National Cybercrime Reporting Portal and select the appropriate complaint category.
-
Step 3 Keep Details Ready:
For financial fraud, customers should keep the following information ready:
- Bank / wallet / merchant name
- Transaction ID / UTR number
- Date of transaction
- Fraud amount
- Incident date and time
- Relevant supporting evidence
The official portal specifically lists transaction information and supporting evidence among the information to keep ready for a complaint.
- Step 4 Submit the Complaint: Enter accurate incident details and upload the required supporting documents/evidence.
- Step 5 Track the Complaint: Customers can use the portal's complaint tracking facility to monitor the status of their complaint.