| 1. |
In the Code, 'you' denotes the credit
card customer and 'we' ICICI Bank Limited as the card issuer. The
standards of the Code are governed by the four key commitments
detailed in section 2. |
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Unless stated otherwise,
all parts if this Code applies to all our credit
card products and services, whether we provide them across
the counter, over the phone, on the internet or by any other method. |
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Commitments outlined in
this code are applicable under normal operating environment. In the
event of force majeure , we may not be able to fulfill the
commitments under this Code. |
| 2. |
Key Commitments |
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We promise to: |
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2.1
|
Act fairly and reasonably in all our
dealings with you by:
- Making sure our products and services meet relevant laws and
regulations ensuring that our dealings with you will rest on
ethical principles of integrity and transparency.
- Making sure our products an services meet relevant laws and
regulations ensuring that our dealings with you will rest on
ethical principles of integrity and transparency.
- Not engaging in any unlawful or unethical consumer practice.
Credit Card is a plastic card with a credit facility, which allows you to pay for goods and Services and or to withdraw cash. |
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2.2
|
Help you to understand how the following
information in a simple language:
- What are the benefits to you
- How you can avail of the benefits
- What are their financial implications
- Whom you can contact for addressing your queries and how
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2.3
|
Deal quickly and effectively with your
queries and complaints by:
- Offering channels for you to route your queries
- listening to you patiently
- accepting our mistakes, if any
- correcting mistakes/implementing changes to your address your
queries
- communicating our response to you promptly
- telling you how to take your complaint forward if you are not
satisfied with the response
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| 3. |
Information (To help you to
choose products and services, which meet your needs) |
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3.1
|
Before you become a credit card
customer, we will:
- Give you information explaining the key features of our credit
card products including applicable fees and charges.
- Advise you what information/documentation we need from you to
enable us to issue credit card to you. We will also advise you
what documentation we need from you with respect to your identity,
address, employment etc. and any other document that may be
stipulated by statutory authorities (for e.g. PAN details), in
order to comply with legal and regulatory requirements.
- Verify the details mentioned by you in the credit card
application by contacting you on your residence and/ or business
telephone numbers and /or physically visiting your residence
and/or business addresses through agencies appointed by us for
this purpose, if deemed necessary by us.
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3.2
|
While you apply for credit
card, we will explain the relevant terms and conditions such as fees
and interest charges, billing and payment, renewal and termination
procedures and any other information that you may require to operate
the card. |
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3.3
|
We will advise you of our
targeted turn around time while you are availing / applying for a
product / service. |
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3.4
|
We will send a service guide /
member booklet giving detailed terms and conditions, interest and
charges applicable and other relevant information with respect to
usage of your credit card along with your first credit card. |
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3.5
|
We will advise you our contact
details such as contact telephone numbers, postal address, website /
e-mail address to enable you to contact us whenever you need to. |
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3.6
|
If you do not recognize a
transaction, which appears on your credit card statement, we will
give you more details if you ask us. In some cases, we may need you
to give us confirmation or evidence that you have not authorized a
transaction. |
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3.7
|
We will inform you, through
service guide / member booklet of the losses on your account that
you may be liable if your card is lost / misused. |
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| 4. |
Tariff (Fees / Charges
/Interest) |
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4.1
|
You find our schedule of common fees
and charges (including interest rates) by
- In our application form
- Referring to the service guide/member booklet
- Calling up on customer service members
- Visiting out website; or
- Asking our designated staff.
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4.2
|
When you become a customer, we
will provide you information on the interest rates applicable on
your credit card and we will charge the same to your credit card
account, if applicable. |
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4.3
|
If you ask us, we will explain
how we apply interest to your account. |
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Changes in out tariff |
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4.4
|
When we change our tariff
(interest rate of other fees / charges) on our credit card products,
we will update the information on our telephone help-line/web site,
we will inform through monthly statement. |
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| 5. |
Marketing Ethics |
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5.1
|
Field Personnel
- Our sales representatives will identify themselves when they
approach you for selling card products.
- We have prescribed a code of conduct for our Direct Selling
Agents (DSAs) whose services we may avail to make credit card
products. The code of conduct is available in our web site also.
- In the event of receipt of any complaint from you that our
representative has engaged in any improper conduct, we shall take
appropriate steps to redress the complaint.
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5.2
|
Telemarketing
- If our telemarketing staff / agents contact you over phone for
selling any of our credit card products or with any cross sell
offer, the caller will identify himself / herself and advise you
that he / she is calling on our behalf.
- Our tele marketing agents would not call those customers, who
have registered with us in "Do not Call Registry".
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| 6. |
Issuance of Credit Card/PIN |
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6.1
|
We will dispatch your credit
card only to the mailing address mentioned by you through courier /
post. Alternatively, we shall deliver your credit card at our
branches which maintain your banking account(s) under due intimation
to you. You can collect them by showing proper identity proof of
yourself. |
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6.2
|
We may also issue deactivated
credit card if we consider your profile appropriate for issuing
credit card and each deactivated card will become active only after your acceptance of the same. |
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6.3
|
PIN (Personal identification
number) when allotted will be sent to you
separately. |
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| 7. |
Account Operations |
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Credit Card statements |
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7.1 |
To help you manage your credit
card account and check details of purchases / cash drawings using
the credit card, we will offer you a facility to receive credit card
transaction details either via monthly statement by post or through
the internet. Credit card statement will be dispatched on a
predetermined date of every month which will be notified to
you.
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7.2
|
In the even to non-receipt of
this information we expect you to get in touch with us so that we
can arrange to resend the details to enable you to make the payment
and highlight exception, if any in a timely manner. |
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7.3
|
We will let you know / notify
changes of fees and charges and terms and conditions. Normally,
changes (other that interest rates and those which are a result of
regulatory requirements) will be made only prospective effect giving
notice of at least one month. |
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7.4 |
Signature in the charge
slip is not mandatory. The very fact that the card is present in the
POS during the transaction is construed as a genuine transaction.
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Protecting your account. |
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7.4
|
We will advise you what you
can do to prevent your credit card from misuse. |
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7.5
|
In the even your credit card
has been lost or stolen or that someone else knows your PIN or other
security information, we will require you to notifying us, take
immediate steps to try to prevent these from being misused subject
to operating regulations and law in force. |
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Processing activities at our
end |
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7.6
|
We may allow processing of
credit card related activities including operations and cross
selling to third party agencies that we consider appropriate for
these purposes. |
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| 8. |
Confidentiality of Account
Details |
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8.1
|
We will treat all your information as
private and confidential (even when you are no longer a customer).
We will not reveal transaction details of your accounts to a third
party, including entities or group, other than in the following four
exceptional cases when we are allowed to do it.
- If we have to give the information by law
- If there is a duty toward the public to reveal the information
- If our interests require us to give the information (for e.g,
to prevent fraud) but we will not use this as a reason for giving
information about you or your accounts (including your name and
address) to anyone else, including other companies in our group,
for marketing purposes.
- If you ask us to reveal information, or if we have your
permission to provide such information to our group / associate /
entities or companies when we have tie-up arrangements for
providing other financial service products.
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| 9. |
Collection of dues |
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Our bank's dues collection policy is built on
courtesy, fair treatment and persuasion. We believe in fostering
customer confidence and long-term relationship. Our staff or any
person authorized to represent us in collection or dues or / and
security repossession will identify himself / herself and interact
with you in a civil manner. We will provide you with all the
information regarding dues and will give sufficient notice for
payment of dues. Our staff / agencies are governed by Model code for
Collection of Dues and Repossession of Security by Indian Banks
Association.
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| 10. |
Redressal of
Grievances. |
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10.1
|
Redressal of your complaints
internally
- We have a Grievance Redressal Cell / Department / Center
within the organization. If you want to make a complaint, we will
tell you how to do this and what to do if you are not happy about
the outcome. Our staff will help you with any queries you have.
- Our complaint handling procedure is displayed on our web site.
The timeframe for the responding to your complaints and escalation
process etc. are also displayed on the web site.
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Banking Ombudsman Service and
other avenues for redressal
Within 60 days of
lodging a complaint with us if you do not get a satisfactory
response from us and you wish to pursue other avenues for redressal
of grievances, you may approach Banking Ombudsman appointed by
Reserve Bank of India under Banking Ombudsman Scheme 2002.
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| 11. |
Termination of Credit Card |
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11.1 |
You may terminate your credit
card by giving notice to us and by following the procedure laid down
by us in our service guide / member booklet after clearing
outstanding dues, if any. |
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11.2 |
We may terminate your credit card, if in our
understanding you are in breach of the cardholder agreement. |
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| 12. |
Feedback and Suggestions |
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Please provide feedback on our services. Your
suggestions will help us to improve our services. |
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