The Indian Banks’ Association (IBA) has drafted and circulated a voluntary code, which sets the standards for fair practice standards when dealing with individual customers. As per the RBI Guidelines for Credit Cards, we have adopted and will implement this Code in our organization.

Our key commitments to you are that we promise to:
 
a. Act fairly and reasonably in all our dealings with you by:

  - Meeting the commitments and standards in this Code, for the products and services we offer, and in the procedures and  practices our staff follow

  - Making sure our products and services meet relevant laws and regulations

  - Our dealings with you will rest on ethical principles of integrity and transparency.

b. Help you to understand how our product work by:

  - Giving information in English

  - Explaining their financial implications and

c. Deal quickly and sympathetically with things that go wrong by:

  - Correcting mistakes quickly

  - Handling your complaints quickly

  - Telling you how to take your complaint forward if you are still not satisfied

  - In case of technological failure, we will inform you how and when your complaint will be addressed to.

d. Publicize this Code, put it on our website and have copies available to you on request. We will also ensure that our staff is trained to provide information about the code.

Helping you to choose products and services, which meet your needs. Before you become a customer, we will:

- Give you clear information explaining the key features of the services and products you tell us you are interested in so that you can make meaningful comparison with the terms and conditions offered by other companies and take an informed decision.

 - Tell you about all the ways in which we offer the credit card.

 - Tell you what information/document we need from you to prove your identity and address and to comply with legal and regulatory requirements for issuance of a card. The same will be mentioned on the card application form.

 - For every credit card application, we will give you an acknowledgement and give an indication of the number of days it would take to process the application.

 - We will explain you the method of computation of overdues renewal and termination procedures you may require to operate the card.   

 - We will convey the amount of credit limit sanctioned along with the terms and conditions including annualized rate of interest and method of application thereof in the welcome kit.

When you become a customer,

 (a)  We will provide information on key features of the products including applicable interest rates/fees and charges.

 (b)  We will maintain a ‘Do Not Call Registry' (DNCR) containing your phone numbers if you inform us through website or in writing that you do not wish to receive marketing material on other products and services offered by us.

 (c)  We will provide you regular updates on how to use our product through website and mailers.

 (d)  We will process request for transfer of borrower account, either from the borrower or from other bank/financial institution within 21 days of the receipt of request.

You can find out about our interest rates by:

 - Calling our help-lines

 - Visiting our website www.tatacard.com

 - On your billing statement

 - In Tariff schedules/MITC

When you become a customer, we will give you information on applicable interest rates, when the interest will be charged, how it is applicable and method of calculation of interest. 
  
When we change the interest rates, we will inform you through mailers or billing statements and will also update the information on our website. The Changes in the interest rates will be made with prospective effect giving a notice of at least one month.

When you become a customer, we will give you upfront details of charges applicable. 
 
You can also find out about our charges by:

 - Calling our help-lines

 - Visiting our website www.tatacard.com

 - On your billing statement

 - In Tariff schedules/MITC

If we increase any of these charges or introduce a new charge, it will be notified at least one month before the revised charges are levied / become due.

We will tell you the charge for any other service or product before we provide that service or product, and at any time you ask.

We will display a notice about the tariff schedule and list of services rendered free of charge in our branches and on our website.  
 
We will provide information about the penalties liable to be levied in case of violation of any of terms and conditions of the product or service chosen by you.

When you become a customer or accept a product for the first time, we will give you the relevant terms and conditions for the service you have asked us to provide.
  
All written terms and conditions will be fair and will set out your rights and responsibilities clearly and in plain language. We will only use legal or technical language where necessary.
  
We will seek your acceptance to the terms and conditions in the card application form.
 
Changes to Terms and Conditions
 
Changes to terms and conditions will be notified to you from time to time.
 
Changes will be made with prospective effect giving notice of at least one month. 
  
We will inform the major changes or lot of minor changes in one year to you on request or provide you with a copy of the new terms and conditions or summary of changes.

We will make sure that all advertising and promotional material is clear, fair, reasonable and not misleading. 
  
We will inform in our advertisement in any media and promotional literature which draws reference to an interest rate on a product or service offered by us, whether other fees and charges will apply and that full details of the relevant terms and conditions are available on request. 
  
We would like to provide you with the entire range of financial services, products, some of which are our own products while some others are the products of our group/associate/entities or companies with whom we have tie-up arrangements on receipt of your consent to receive such information/service either by mail or by registering on our website or helpline. We will however tell you about our associate / group entities or companies having business tie-up arrangements with us and if you so desire, direct their staff / agents for marketing their products. 
  
Third parties working for us will deal with the your personal information with same confidentiality as we do.

To help you manage your account and check entries on it, we will give you account statements at regular intervals unless the account has been deemed inactive. 
 
We will also send you statement of accounts by e-mail, if you so desire provided such a service is available with us. In case you do not receive the information, we expect you to get in touch with us and we will resend the details to enable you to make the payment and highlight exception, if any, in a timely manner.
 
We will provide you details of the service, exchange rates and charges that apply to foreign currency transactions made by you.
 
We will tell you what you can do to help protect your accounts. 
  
In the event that your card has been lost or stolen, or that someone else knows your PIN or other security information, we will, on your notifying us, take immediate steps to try to prevent these from being misused.

If you do not recognize a card transaction that appears on your statement, we will provide you with more details. In some cases, we will need you to give us confirmation or evidence that you have not authorized a transaction.

We will give you your PIN [personal identification number] separately from your card and will dispatch it at the mailing address provided by you. If you desire, we shall deliver your credit card/PIN at our branches after due identification. We will not reveal your PIN to anyone else.

Confidentiality

We will treat all your personal information as private and confidential [even when you are no longer a customer]. We will not reveal transaction details of your card account to a third party, including entities in our group, other than in the following cases when we are allowed to do

If we have to give the information to law enforcement agencies or regulatory authorities
If there is a duty to reveal the information
To third parties engaged by the Company for verification and operation of card accounts and other administrative services.
If you ask us to reveal the 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. 
 
When you change any of the following, please let us know:

Name
Address
Phone Number
E Mail address

Before we issue you a card, we will assess whether we feel you will be able to repay it.
  
Before we increase your credit card or cash limit or other borrowing, we will assess whether we feel you will be able to repay it and will take your consent to it. 
 
Wherever possible, reasons for rejection of increase in credit/ cash limit will be conveyed to you.

We will follow the collection policy framed to collect the dues.
 
We will follow our code of conduct for collections 
  
We will make sure that our collections policy includes collections after due consideration for genuine difficulties faced by you. In the matter of recovery of amount due, we will not resort to harassment 
 
We will give a notice to you before taking a decision to recall / accelerate payment or performance in consonance with the welcome kit. 
  
We will not interfere in your affairs except for the purpose provided in the terms and conditions of welcome kit (unless new information, not earlier disclosed by you, has come to our notice).

Complaints / Grievances and Feedback / Suggestions
Internal procedures
  
a. Contact Particulars: The Cardholder can contact SBICPSL for making any enquiries or for any grievance redressal through any of the following ways :

24 Hour Tata Card Help line:
From BSNL/MTNL Lines - 1800 180 8282

From All Other Lines - 6000 8000

b. Through mail, by writing to Customer Redressal Officer, Tata Cards, P.O Bag No 7,G.P.O New Delhi 110001  
c. Through email by writing in at customer.care@tatacard.com

d. We will place the reports of the Customer Care Resolution Process (a grievance redressal mechanism) forum meetings before our Board of Directors for their information. 
 
e. If we receive the complaint in writing, we will send you an acknowledgement /response within a week. If we receive a complaint over phone, we will provide you with a complaint reference number, if asked for and keep you informed of the progress whenever necessary. We will resolve your queries and/ or complaints by providing you a suitable response within 30 days. If we are not able to, we will explain you the reason why we need more time to respond and will try to do so within six weeks of the complaint .
  
f. We will display on our website and in all our branches that we are covered by the Banking Ombudsman Scheme, 2006 of the Reserve Bank of India . We will make available the copy of the same at nominal charge. 
 
g. If you do not get a satisfactory response for a complaint lodged and wish to pursue other avenues for redressal of grievances, you may approach Banking Ombudsman appointed by the Reserve Bank of India under Banking Ombudsman Scheme, 2006. Our staff will explain you the procedure for the same.