Internet Banking Policy

Ahmednagar Merchants Co-op Bank Ltd, Ahmednagar, a co-operative bank under the Reserve Bank of India Act,1934 acting through its branches in Maharashtra State, India (hereinafter referred to as “AMCB” offers various internet products to enhance our client access interface to our clients. This is viewed as an extension of existing access mechanisms to allow our clients to send payment instructions and trade related instructions to AMCB for processing as well as retrieving their account balance and transaction information.

While providing Internet banking services and products to its customers, the Bank shall adhere to the following policies and procedures:

1. Internet Banking services will only be provided to Customers of the AMCB after verifying the identity of customers and completion of KYC formalities in accordance with the KYC & AML Policy & Procedures of the Bank. The Bank may receive a request for opening an account over the internet however; accounts should only be opened after proper verification of the identity of the customer. Bank will follow the KYC guidelines / AML standards and the provisions and directions issued under the PMLA 2002 amended from time to time (including but not limited to)
2. The Internet banking products will be restricted to account holders of the Bank only.
3. The services include local currency products only.
4. The AMCB shall ensure that it maintains secrecy and confidentiality of customers’ accounts. The Bank’s IT & IS Policy addresses various aspects pertaining to security measures and policies of the Bank as well as secrecy of customer data.
5. The AMCB shall clearly notify its customers of the timeframe and the circumstances in which any stop-payment instructions would be accepted by it.
6. The AMCB shall enter into such documentation and agreements with the Customer as determined appropriate by Legal and Compliance.
7. AMCB will report to RBI every breach or failure of security systems and procedure.
8. AMCB shall comply with various guidelines issued by Reserve Bank of India as amended from time to time (including but not limited to)
   • a. ‘Risks and Controls in Computers and Telecommunications’ vide circular DBS.CO.ITC.BC. 10/ 31.09.001/ 97-98 dated 04.Feb.1998
   • b. And DBS.CO.ITC.BC.No.6/31.02.008/2010-11 dated April 29, 2011 the recommendations of the ‘Working Group on Internet Banking’
   • c. RBI Circular DCBR.BPD.(PCB/RCB) Cir. No. 6 /19.51.026/2015-16 dated Nov 5, 2015 on Internet Banking Facility for Customers of Cooperative Banks
9. All instructions of RBI relating to ‘Inter-bank Payment Gateways’ for settlement of e-commerce and other transactions shall be complied with.
10. AMCB shall make mandatory disclosures of risks, responsibilities and liabilities of the customers in doing business through Internet through a disclosure template.
11. AMCB shall make mandatory disclosures of risks, responsibilities and liabilities of the customers in doing business through Internet through a disclosure template.
12. Customer Protection for Unauthorized Electronic Banking Transactions This policy refers to RBI Circular reference DCBR.BPD.(PCB/RCB).Cir.No.06/12.05.001/2017-18 dated Dec 14, 2017.
13. AMCB shall comply the cyber security guidelines issues time to time by RBI and as per banks cyber security policy

AMCB provides Electronic Banking to its Customers. In the event of any unauthorized transaction, Customer will be compensated for any consequential financial loss as per the below guidelines:

Table 1: Maximum Liability of a Customer

Type of Account	Maximum Liability (₹)
BSBD Accounts	5,000
• All other SB account • Pre-paid Payment Instruments and Gift Cards • Current/Cash Credit/Overdraft Accounts of MSMEs • Current Accounts/Cash Credit/Overdraft Accounts of Individuals with annual average balance (during 365 days preceding the incidence of fraud)/ limit up to Rs.25 lakh • Credit cards with limit upto Rs. 5 lakh	10,000
• All other Current/Cash Credit/Overdraft Accounts	25,000

Overall liability of the customer in third party breaches, as detailed in paragraph a (ii) and paragraph b (ii) above, where the deficiency lies neither with the bank nor with the customer but lies elsewhere in the system, is summarized in the Table 2:

Table 2: Summary of Customer’s Liability

Time taken to report the fraudulent transaction from the date of receiving the communication	Customer’s liability (₹)
Within 3 working days	Zero liability
Within 4 to 7 working days	The transaction value or the amount mentioned in Table 1, whichever is lower
Beyond 7 working days	As per bank’s Board approved policy

Note: The number of working days shall be counted as per the working schedule of the home branch of the customer excluding the date of receiving the communication.

On being notified by the customer, the bank shall credit (shadow reversal) the amount involved in the unauthorized electronic transaction to the customer’s account within 10 working days from the date of such notification by the customer (without waiting for settlement of insurance claim, if any). Also the EDP Department shall periodically review the unauthorized electronic transactions reported by customer. The credit shall be value dated to be as of the value date of the unauthorized transaction.

The bank shall report the customer liability cases to EDP & Core Banking Committee. These cases will be made available to audit for review.

Further, Bank shall ensure that:

• a complaint is resolved and liability of the customer, if any, established within such time, as may be specified in the bank’s Board approved policy, but not exceeding 90 days from the date of receipt of the complaint, and the customer is compensated as per provisions of table above;
• where it is unable to resolve the complaint or determine the customer liability, if any, within 90 days, the compensation as prescribed in table above is paid to the customer; and
• the customer does not suffer loss of interest or does nor bear any additional burden of interest.

Bank shall also periodically update the customer on

• the risks and responsibilities involved in cases of electronic banking transactions and the customer liability in cases of unauthorized electronic banking transactions focusing on the below
• the systems and procedures to ensure safety and security of electronic banking transactions carried out by customers.
• appropriate measures to mitigate the risks and protect themselves against the liabilities arising there from

Resolution of Grievances

The customers can highlight their complaints / issues vide the procedure outlined in this policy. For redressal of issues customers can email their complaint to: support@amcbank.in

Customers will receive a response within ten business days and we shall do our best to resolve the complaint to the customer’s satisfaction within this period. Complex complaints which would require time for examination of issues involved, may take a longer time to resolve. However, in such cases, customers will be informed about the status of their complaint within this period. Our focus would remain on the quality and completeness of the response, with speed of delivery being an important but not overriding factor.

In case of unsatisfactory response from the above channel customers can escalate the complaint to the

Nodal Officer of the Bank:
Mr. Nitin Bhandari, Joint CEO
Head Office,
Ahmednagar Merchants Co-op Bank Ltd
Market Yard,
Ahmednagar – 414001
(This address is for correspondence only)
Telephone: 91-241-2414406
E- mail: nitin.bhandari@amcbank.in

Customers will receive a response within 10 business days and they will have to quote the reference number pertaining to their earlier contact with AMCB on the same issue.

Banking Ombudsman Scheme

If customers do not receive a response from us within one month after we have received the complaint, or if they are not satisfied with the reply given by us, they may approach the Banking Ombudsman. The details of the Banking Ombudsman Scheme as well as the contact details of the Ombudsman for respective City or State are available on www.bankingombudsman.rbi.org.in. A copy of this Scheme is available on request.

For the convenience of the customers, following have been displayed on our website:

• Appropriate arrangement for receiving complaints and suggestions.
• The name, address and contact number of the Principal Nodal Officer
• Contact details of Banking Ombudsman of the area
• Code of bank’s commitments to customers/Fair Practice code

The nodal officer of the AMCB is kept informed on the complaints which are not redressed within one month. The details of the Banking Ombudsman where the complainant can approach are included in the final closure letters/ emails for such cases.

Burden of Proof

The burden of proving customer liability in case of unauthorized electronic banking transactions shall lie on the bank.

• 14. Hyperlinks from the Bank’s website shall be confined to only those portals with which AMCB has a payment arrangement or sites of their subsidiaries or principals. Hyperlinks to the AMCB’s website from other portals will be normally meant for passing on information relating to purchases made by AMCB’s customers in the portal. AMCB shall follow the minimum recommended security precautions while dealing with request received from other websites, relating to customers’ purchases.


• 15. The technology and security standards prescribed by RBI and recommended by the ‘Working Group on Internet Banking’ including the security policy will be meticulously followed by the AMCB.


• 16. Prior to offering of any banking services over the internet, AMCB shall put up a note to its EDP & Core Banking Committee stating details such as the business plan, analysis of cost and benefit, operational arrangements like technology adopted, business partners as relevant, third party service providers, systems and control procedures we propose to adopt for managing risks, and any other pertinent information.


• 17. AMCB shall obtain an approval from Bank Board prior to offering of any new or further banking services over the internet.


• 18. This policy is subject to review annually. The gap between two reviews should not be more than 12 months. It may also be reviewed as and when felt necessary by the EDP & Core Banking Committee.