Service Requests Procedure to be followed in CBS Post offices – Rule Wise

The Savings Bank and Savings Certificate operations are being performed on CBS platform in post offices. Hence, it is common that customers of one Post office will approach another Post Office for various service requests.

Therefore, every staff must have thorough knowledge pf procedure to be followed in such cases to provide customer friendly services. A few such common service requests frequently received in the counters and the procedure to be followed are enumerated below Rule wise.

Service Requests Procedure of Transactions that can be done only at the office [SOL] in which the Account stands:

SL No	Type of Service requests commonly received in respect of same SOL and other SOL	Applicable Rule of POSB CBS Manual	Whether it can be provided in same SOL or at different SOLs also.
01	Revival of SB Accounts	Rule 55	Revival of Account will be done in the concerned HO of the SOL. Hence, application can be accepted in the same SOL or in the HO of the concerned SOL.
02	Issue of Duplicate Pass Book in lieu of Lost one	Rule 45	The Duplicate Pass Book can be issued by HO only. So the application can be accepted either in the same SOL or in the HO of the concerned SOL. [Fee Rs.50+9=Rs.59]
03	Issue of Duplicate Pass Book in lieu of spoil one	Rule 46	The Duplicate Pass Book can be issued by HO only. So the application can be accepted either in the same SOL or in the HO of the concerned SOL. [Fee Rs.50+9=Rs.59]
04	Issue of Duplicate Pass Book in lieu of lost or mutilated certificate[NSC/KVP]	Rule 160	It will be done in the HO of concerned SOL. The application can be accepted in the same SOL and be forwarded to concerned HO. [Fees Rs.10+2 per registration]
05	Discharge of NSC/KVP	Rule 150	It can be done in same SOL only. However ,if the certificates are produced for discharge at other SOL, then it must be got transferred to said office by collecting applicable transfer fee from the customer.
06	Request for conversion of normal SB into Cheque Account	Appendix III of POSB CBS Manual	It can be done in same SOL only.
07	Issue of Fresh Cheque Book in the existing SB Cheque Account	Appendix III of POSB CBS Manual	It can be done in same SOL only. [Fees: up to 10 cheques in a calendar year no fees. Thereafter at Rs.2 per cheque]
08	Issue of fresh ATM card	Rule 3[ix]	It can be done in same SOL only.
09	Blocking the lost ATM card	Rule 3[ix]	It can be done in same SOL only.
10	Replacement of magnetic strip ATM card with EMV chip card	Rule 3[ix]	It can be done in same SOL only.
11	Pledging of NSC/KVPs	Rules 159	It can be done in the HO of the concerned SOL. So application can be accepted either in the same SOL or in the Ho of concerned SOL. [Fees Rs.100+18=Rs.118]
12	Release of pledge in r/o NSC/KVPs	Rules 159	It can be done in the HO of the concerned SOL. So application can be accepted either in the same SOL or in the HO of concerned SOL.
13	Acceptance of application for claim in respect of deceased depositors	Rule 60	It must be done in same SOL only. As Per Rule 60[2][ii] of POSB CBS Manual, if the claim is preferred at any other post office ,the BPM/SPM/PM/Senior PM should accept the witness and forward the case along all documents to the post office where the Account stands by Service Insured Post on the date of its receipt.
14	Fresh nomination in case of nomination is not already registered	Rule 15	Can be done in same SOL only.
15	Cancellation/change of nomination in case where nomination is already registered	Rule 15	Can Be done in same SOL Only. [Fees Rs.50+9=Rs. 59]
16	Closure of Accounts	Rules 37[SB] Rule 78 [RD]	Can be done in the same SOL where the Account stands. If the application for closure is received in other SOL, the Account must be got transferred to said SOL by collecting applicable transfer fees [Rs.100+18] from the customer as per rule.
17	Debit Freezing	Rule 63[1]	Can Be done in the same SOL if there are two identified supervisors. In case of all other offices , it must be done at the concerned HO only.
18	Credit Freezing	Rule 63[1]	Can Be done in the same SOL if there are two identified supervisors.In case of all other offices , it must be done at the concerned HO only.
19	Renewal/Extension of TD accounts	Rule 94[1]	Can be done in the same SOL after receiving application in Form 3 Account holder for extension/renewal of account.

Type of Service requests commonly received in respect of same SOL and other SOL

However, if any customer  service requests for availing the above services at an post office other than the office at which the Account stands open,then he can be guided about the facility of transfer of Account from office to office on payment of prescribed fees.However , it is optional for the customer to get his Account transferred or not. He must not be compelled.

SL No	Type of Service requests commonly received in respect of same SOL and other SOL	Applicable Rule Of POSB CBS Manual	Whether it can be provided in same SOL or at different SOLs also.
01	Acceptance of subsequent cash deposit in SB/RD/PPF/SSA	Rule 26 [SB] Rule 73 [RD] Rule 106 [PPF] Rule 141 [SSA]	The cash deposit can be made in the same SOL as well as in different SOL, But , in the different SOL,the limit is Rs. 25,000 in cash per day subject to applicable rule of the scheme.
02	Acceptance of subsequent deposit in POSB cheque in SB/RD/PPF/SSA	Appendix III of POSB CBS Manual	As per SB Order 12/2019, POSB Cheque can be accepted at other SOLS without restriction of amount for credit in POSB/RD/PPF/SSA Accounts subject to the limits if any prescribed in the scheme.
03	Withdrawal from SB Account of other SOL	Rule 28	As per SB Order 12/2019,all POSB Cheques issued by any CBS Post office if presented at any CBS Office should be treated as AT PAR cheques and should not be sent for clearing. No POSB cheque for more than Rs.25000 should be accepted for cash withdrawal at other SOLs in a day.
04	Issue of Fresh Pass Book in lieu of used up one	Rule 44	Can be issued by any CBS Post Office.
05	Entry of transactions in Pass Books	Rule 29	Can be done in any CBS office without restriction on SOLs.
06	Issue of statement of Account/Balance enquiry	Rule 12	Can be done in any CBS office without restriction on SOLs. [Fees Rs.20+4=Rs.24]
07	Acceptance of 15H	137 [A]	Can be accepted in any CBS Post Office. However, it must forward the same to concerned SOL where the Accounts stands.
08	Posting of Interest in SB/SSA	Rule 49 [SB] Rule 141 [SSA]	It can be done by any CBS PO without restrictions of SOL.
09	Transfer of Account from one SOL to another SOL	Rule 42	The application can be accepted in the same SOL or in the transfree office or in the HO of the concerned SOL. [Fees Rs.100+18=Rs.118

This may be kept as reference in the office while attending the service requests of the customers.The savings Bank/Savings Counter PAs may be suitably guided in this regard.