Axis Bank Credit Card in India: axis bank gold card

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Saturday, December 13, 2008

Axis bank gold credit card fair practice code

Fair Practice Code:

1. In the Code, 'you' denotes the credit card customer and 'we' denotes Axis Bank. The standards of the Code are governed by the four key commitments detailed in paragraph titled 'Key Commitments'.

Unless stated otherwise, all parts of this Code apply to all the credit card products and services, whether we provide them across the counter, over the phone, on the internet or by any other method.

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.

Key Commitments

We promise to:

1. 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 or agents follow

* 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.

* Not engaging in any unlawful or unethical consumer practice.

1.Credit card is a plastic card with a credit facility, which allows you to pay for goods and services or to withdraw cash.

2.Help you to understand how our credit card products and services work by giving you 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

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 or implementing changes to 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

4.Publicize this Code, by making it available for public access on our website and make copies available for you on request.

Information (To help you to choose products and services, which meet your needs)

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 or 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 (eg, 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.

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.

3.We will advise you of our targeted turn around time while you are availing or applying for a product or service.

4.We will send a service guide or 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.

5.We will advise you our contact details such as contact telephone numbers, postal address, website or email address to enable you to contact us whenever you need to.

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.

7.We will inform you, through our service guide or member booklet of the losses on your account that you may be liable if your card is lost or misused.

Tariff (Fees or charges or interest)

1.You can find our schedule of common fees and charges (including interest rates) by:

* Referring to the service guide or member booklet
* Calling up on customer service numbers
* Visiting our website; or
* Asking our designated staff.

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.

3.If you ask us, we will explain how we apply interest to your account.

4.Changes in our tariff: When we change our tariff (interest rate or other fees or charges) on our credit card products, we will update the information on our telephone helpline or website.

Marketing Ethics

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 market credit card products.

* 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.

2.Telemarketing

* If our telemarketing staff or agents contact you over phone for selling any of our credit card products or with any cross sell offer, the caller will identify himself or herself and advise you that he or she is calling on our behalf.

Issuance of credit card or PIN

6.1 We will dispatch your credit card only to the mailing address mentioned by you through courier or post. Alternatively, we shall deliver your credit card at our branches which maintain your banking account(s) under due intimation to you.

6.2 We may also issue deactivated (not ready to use) credit card if we consider your profile appropriate for issuing credit card and such deactivated card will become active only after your acceptance of the same.

6.3 PIN (Personal Identification Number) whenever allotted, will be sent to you separately.
Account Operations

* Credit card statements

1. To help you manage your credit card account and check details of purchases or cash drawings using the credit card, we will offer you a facility to receive credit card transaction details either via monthly mail or through the Internet. Credit card statement will be dispatched on a predetermined date of every month which will be notified to you.

2. In the event of 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.

3. We will let you know or notify changes in schedule of fees and charges and terms and conditions. Normally, changes (other than interest rates and those which are a result of regulatory requirements) will be made with prospective effect giving notice of at least one month.

* Protecting your account

1. We will advise you what you can do to protect your credit card from misuse.

2.In the event your credit 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, subject to operating regulations and law in force.

* Processing activities at our end

We may allow processing of credit cards related activities including operations and cross selling to third party agencies that we consider appropriate for these purposes.

Confidentiality of account details

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 accounts to a third party, including entities in our group, other than in the following four exceptional cases when we are allowed to do:-

* if we have to give the information by law

* if there is a duty towards the public to reveal the information

* if our interests require us to give the information (eg, 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 the information, or if we have your permission to provide such information to our group or associate or entities or companies when we have tie-up arrangements for providing other financial service products.

Collection of dues

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 of dues or/and security repossession will identify himself or 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 or agents are governed by Model Code for Collection of Dues and Repossession of Security issued by Indian Banks' Association.

Redressal of grievances

1.Redressal of your complaints internally

* We have a Grievance Redressal Cell within the organization. If you want to make a complaint, we will tell you how to go about it 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 website. The timeframe for responding to your complaints and escalation process etc., are also displayed on the website.

2.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.

Termination of credit card

* You may terminate your credit card by giving notice to us and by following the procedure laid down by us in our service guide or member booklet after clearing outstanding dues, if any.

* We may terminate your credit card, if in our opinion you are in breach of the cardholder agreement.

Feedback and suggestions

Please provide feedback on our services. Your suggestions will help us to improve our services.

Axis Bank gold Credit Card Terms & Conditions

Terms and conditions

Credit and cash withdrawal limits

a. The Bank will, at its sole discretion, determine your credit limit and cash withdrawal
limit and notify you of the same from time to time. You may, however, request for a lower
limit and also a specific credit limit for additional cardmember(s). The limits so fixed
shall be credit limits for the card account and also for the additional cardmember(s).
Credit limit and available credit limit will also be shown on the monthly statements. Bank
may at its discretion and/or on your request, revise the credit limit from time to time.

b. The outstanding on the card account must not exceed the credit limit at any time, failing
which you will be charged applicable fee irrespective of the amount exceeding the credit
limit. Excess amount must be paid immediately.

c. Credit limit and card account will be terminated if your card is cancelled.

d. In the event you make payment over and above the amount due as per the monthly statement,you shall not be entitled to interest on the credit balance and the same shall be adjustedagainst the amount due in the subsequent monthly statements.

Default

In the event of default (if the minimum amount due is not paid by the due date or breach of
any clause of the cardholder agreement), the cardholder will be sent reminders from time to
time for payment of any outstanding on the credit card account, by post, fax, telephone,
email, SMS messaging and/or through third parties appointed for collecting the dues. Any
third party so appointed, shall adhere to the Indian Bank's Association (IBA) code of debt
collection.

Recovery of dues in case of death of cardholder

The complete outstanding balance (including unbilled transactions) will become immediately
due and payable to Axis Bank. Axis Bank will be entitled to recover the total outstanding
from the estate of the cardholder.

Declaration - The cardholder further acknowledges that Axis Bank is authorised to share
information relating to cardholder or add-on cardholder(s), including information relating
to any default committed by the cardholder in discharge of his or her obligation, as Axis
Bank may deem appropriate and necessary, with any existing or future credit bureaus or
credit reference agencies or credit information companies as determined by the Bank from
time to time. Accordingly, the cardholder gives consent and confirms having obtained consent
from add on cardholder(s), to disclose information to such credit bureaus or credit
reference agencies or credit information companies. Such entities may further make available
processed information or data or products thereof to banks or financial institutions and
other credit grantors.

Surrender of card

You can surrender the card at any time by returning to us all credit cards, issued for use
on the account, cut in four pieces through the magnetic stripe with a written request to
terminate all facilities and benefits hereto associated with the card. However, termination
will only be effective when we receive all credit cards including additional credit card and
payment of all amounts outstanding in respect of the card account(s).

Loss or theft or misuse of cards

You must notify the Bank immediately on phone, in the event the card is lost, stolen, or is
being used without your permission. A police complaint or First Information Report (FIR) may
be lodged immediately with the nearest police station and a copy of which must be submitted
to the Bank. However, in case of misuse, Bank's liability will be limited to the Zero Lost
Card Liability insurance amount mentioned in the insurance table below. The cardholder will
be solely liable for any misuse of cards for ATM transactions.

Insurance cover for cardholders

The cardholder nominee shall not be entitled to be paid any amount under Personal Accident
Insurance Policy and Air Accident Insurance Policy unless and until all the dues to Axis
Bank are settled. Axis Bank shall have the first charge or lien on the insurance amount for
adjusting the outstanding amount.

The table below enumerates the insurance benefits available to the cardholder.

No	Cover Type	Silver Credit Card (in Rs)
1	Personal Accident Cover	3,00,000
2	Air Accident Cover	10,00,000
3	Credit Shield	25,000
4	Lost Card Liability	40,000
5	Purchase protection	25,000

Insurance cover is provided by Bajaj Allianz General Insurance Company (BAGIC). Exclusions/limitations are applicble as per the policies issued by the concerned company.

Any queries/grievance with respect to insurance policy/ claim shall be taken up with Bajaj Allianz General Insurance Company and Axis Bank shall not be responsible/ liable for the same.
Personal and air accident Covers

Personal and Air Accident covers are valid only if the Axis Bank Credit Card has been used at a Merchant Establishment or at an ATM for Cash withdrawal at least once in the 90 days of the incident.

Zero lost card liability

Protection against fraudulent purchase transactions is available from the moment the loss of card is reported to Axis Bank. The loss of card should also be confirmed in writing to Axis Bank as soon as possible. The cover is valid only for fraudulent payment transactions. It is not valid for fraudulent ATM transactions.
Purchase protection

All consumer durable goods purchased using the Axis Bank Credit Card are insured against fire, natural calamity, burglary and housebreaking upto 90 days from the date of purchase.
Credit shield temporary

Covers outstanding on the credit card account in an event of accidental death. Credit Shield is payable subject to settlement of personal accident claim.

Billing and statement

a. The Bank will send at your mailing address, a statement once a month for each billing period (herein after "statement") during which there is any transaction or outstanding of more than Rs 100 on the card account. Non-receipt of statement would not affect your obligations and liabilities under this agreement and you shall be liable to settle the outstanding balance on the card within 30 days of incurring the charges.

b. The Bank will debit the card account for all the debits received from the merchant establishments charges incurred and credit the card account for all payments made by the cardholder to the Bank and also for any payment in the favour of the cardholder.

c. All Bank credit card(s) may offer the cardmember(s) a revolving credit facility, wherein the cardmember(s) may choose to pay only the Minimum Amount Due (MAD) as indicated on the statement. The total payment due from the cardmember or the MAD should be sent by the cardmember on or before the payment due date, which is also indicated on the statement.

d. Non-payment of the Minimum Amount Due by the Payment Due Date shall render you liable to risk of withdrawal or suspension (whether temporarily or permanently) of the credit card. A fee may be levied for such non-payment as well. The Bank may at its sole discretion also instruct the merchant establishment not to honour the Credit Card and/or to take custody of the Card by hotlisting the card number in Card Association system.

e. You may pay more than the Minimum Amount Due, before the Payment Due Date, more than once during the billing period or pay the balance outstanding on the card account at any time.

f. In the event the cardmember deposits part of the total payment due from the cardmember or the MAD (not less than the MAD under any circumstances), the balance outstanding amount payable shall be carried forward to subsequent Statements. This amount will attract finance charges till the date of full and final payment.

g. Payments received from the cardmember(s) shall be adjusted towards all charges or fees in the order of first, all taxes, fees and other charges; second, interest charges, third, cash advances, EMI; fourth, purchases and finally, Balance Transfer.

h. The payment may be made by draft, cheque, cash and/or by standing instructions or auto debit instructions to the Bank for crediting the card account by debiting any other deposit account maintained with the Bank. You may also pay through Electronic Clearing Service (ECS) introduced by the Reserve Bank of India to directly debit your account maintained with the Bank or any other bank and credit your Card Account.
Outstation cheques or drafts ie, cheques or drafts payable at cities other than specific cities (list of such specific cities as are decided by the Bank from time to time are available on request) will attract processing fee. The fee in respect of processing outstation cheques is mentioned in the Tariff of charges. The list of such locations and the processing fee may be changed by Bank at its sole discretion without notice.

i. Should any payment instruction of yours be subsequently dishonored, the card privileges may be suspended or terminated and a fee, as mentioned in the Tariff of charges shall be levied to the card account, at the sole discretion of the Bank. Such fee amount is subject to change at the sole discretion of the Bank. The Bank also reserves the right to initiate any appropriate legal action.

j. Duplicate monthly statements of account will be provided by the Bank to you only up to a period of twelve months preceding your request subject to payment of service charge specified in the Tariff of charges and which can be changed at the discretion of the Bank.

k. Incase of any change in your communication address, you are advised to contact the Bank immediately to ensure that you receive statements regularly and on time.

l. Payments towards the card account may be made in any of the following ways by mailing the cheque or draft to any of the mailing addresses provided on the reverse of the statement. The cheque or draft should be made payable to "Axis Bank Card Number XXXX XXXX XXXX XXXX". Incase you have a Bank account, you may opt for a standing instruction facility, where the funds can be automatically transferred from your Bank account to your card account.

Billing Disputes

All contents of the statement(s) will be deemed to be correct and acceptable by the cardmember(s) unless within 30 days of the issue of statement, the cardmember(s) inform the Bank of any discrepancies. If the aforesaid discrepancies are found to be legitimate by the Bank, the Bank may reverse the charge on a temporary basis until the completion of subsequent investigations by the Bank to its full and final satisfaction. If the said investigations conducted by the Bank indicate that the liability of such (discrepancies) charges is accruing to the said cardmember(s), then the charge will be reinstated in the subsequent Statement and fees or charges shall be claimed by the bank in accordance to the charges indicated herein above.

Disclosure

Axis Bank may tie up with credit bureaus authorized by RBI and will share credit information including but not limited to your current balance, payment history, demographic details, etc. The credit bureaus do not provide any opinion, indication or comment pertaining to whether credit should or should not be granted. It is in your best interest to maintain a good credit history by paying the necessary dues in a timely manner. With credit bureaus in place, responsible customers can expect faster and more competitive services at better terms from credit grantors. Default by customers would be available with credit bureaus, which in turn would impact your credit worthiness for future requirements.

Axis Bank will report customer information to credit bureaus on a monthly basis or such other time period as may be agreed between the bank and the credit bureaus.

Incase of any billing dispute notified to Axis Bank, Axis Bank will suspend reporting to credit bureaus till the dispute is resolved.

The card member acknowledges that Axis Bank is authorized to share information relating to card member / add-on card member(s), including information relating to any default committed by the cardholder in discharge of his/her obligation, as Axis Bank may deem appropriate and necessary, with any existing or further credit bureaus as determined by the Bank from time to time. Accordingly the cardholder gives consent and confirms having obtained consent from add-on card member(s) to disclose information to such credit bureaus. Such entities may further make available processed information or data or products therefore of banks / financial institutions and other credit grantors.
Credit Bureaus includes Credit Bureaus, Credit Reference Agencies, Credit Information Companies or any other entity formed and authorized by RBI for the purpose of collecting, collating and disseminating credit information pertaining to borrowers.

Declaration

The Cardmember acknowledges that Axis Bank is authorised to share information relating to Cardmember / add on Cardmember(s), including information relating to any default committed by the cardholder in discharge of his/her obligation, as Axis Bank may deem appropriate and necessary, with any existing or further credit bureaus / credit reference agencies / credit information companies as determined by the Bank from time to time. Accordingly the cardholder gives consent and confirms having obtained consent from add on Cardmember(s) to disclose information to such credit bureaus / credit reference agencies/credit information companies. Such entitles may further make available processed information or data or products therefore of banks / financial institutions and other credit grantors.

Contact Particulars

The cardmember can contact the Bank through any of the following modes for making any enquiries and/or redressal concerns or discrepancies:

24-Hour Phone Banking, the list of these numbers are provided on the website, on the reverse of the card statement, the plastic card and the welcome kit.

Through email, at customer.services@axisbank.com

Grievance Redressal

In case the cardmember has any grievance or is not satisfied with the response received on their enquiries, the cardmember can address the grievance to
Mrs. Harshala Kashinath Sangle,
Axis Bank, Solaris - C Wing,
6th floor, opp. Larsen n Toubro Gate no. 6,
Saki Vihar Road, Powai,
Mumbai - 400 072.
Ph: 022-40754075
Email - Harshala.Sangle@axisbank.com

For Escalations, please contact

Head - Customers Services
Axis Bank, Solaris - C Wing,
5th floor, opp. Larsen n Toubro Gate no. 6,
Saki Vihar Road, Powai,
Mumbai - 400 072

In case of any grievance you could also call up our Toll Free Number at 1860-425-8888

Thursday, December 11, 2008

Gold Plus Credit Card Fair Practice Code

Wednesday, December 10, 2008

Axis Bank Gold Plus Card General Benefits

Axis Bank Gold Plus Credit Card genral Uses

Mobile Alerts

Apart from receiving regular alerts on your mobile phone on outstanding amounts, payments made, bill generation, etc., you have an option to subscribe to the enhanced Mobile Alerts.

Global Acceptance

Axis Bank Gold Plus Credit Card helps you to be in control anywhere in the world. The Axis Bank Credit Card is accepted at over 23 million VISA accepting merchant establishments worldwide. This is in addition to over 2,50,000 VISA merchant establishments in India and Nepal. What's more, you can now buy in any currency and pay back later in Indian Rupees.

Please Note: As per the RBI guidelines, you can use your card in Nepal and Bhutan for transactions in Indian Rupees only.

Global Emergency Assistance

Axis Bank Gold Plus Credit Card enables you to access the VISA International Global Card Assistance Services. This service provides you the facility to report the loss of your card as well as request for an emergency Replacement Card, or for emergency cash advances that will be sent to your overseas location*.

A fee is applicable for this service. Please call the Bank to get a copy of the VISA Global Assistance Service numbers abroad.

Interest Free period

*Get upto 50 days free credit period on your purchase transactions without any finance charge being levied to your card account.

* Applicable only if there is no outstanding in the card account ie, previous bill has been settled in full by the payment due date. Not applicable to cash transactions.

Revolve Facility

Get Extended Credit Facility with Axis Bank Gold Plus Credit Card, where you may buy a product anytime and choose to pay in installments as per your convenience.

The repayment options available to you is as below:

* Pay only the Minimum Amount Due (5% of the bill amount subject to a minimum of Rs 100) and remaining amount can be paid in subsequent months

* Pay the total amount due.

* Pay any amount ranging from the minimum amount due to the total amount due.

Balance Transfer

Transfer your existing balance from other credit cards to your Axis Bank Credit Card at a special rate of interest and save substantially. There are two exciting plans to choose from:

Balance Transfer Plan @ 0%

* 0% interest rate for 3 months*
* 2.95% interest after 3 months
* 2% processing fee or Rs. 199/- (whichever is higher)

The saving on Balance Transfer plan @ 0% is shown in the example given below:

Saving on Axis Bank Balance Transfer offer on Rs. 10,000	Amount in Rs.
Normal interest @2.95% for 3 months on Rs. 10,000	885
Axis Bank Balance Transfer interest @ 0% for first 3 months on Rs. 10,000	0
Your Saving on Rs. 10,000	885

Balance Transfer Plan @ 0.75%

0.75% interest for 6 months*
Zero processing fees
2.95% interest after 6 months

The saving on Balance Transfer plan @ 0.75% is shown in the example given below:

Saving on Axis Bank Balance Transfer offer on Rs. 10,000	Amount in Rs.
Normal interest@2.95% for 6 months on Rs. 10,000	1770
Axis Bank Balance Transfer interest @ 0.75% for first 6 months on Rs. 10,000	450
Your Saving on Rs. 10,000	1320

How to Avail Mail

Fill in the balance Transfer Form
Attach self attested photocopy of other Bank's credit card statement (not more than 45 days old)
Mail to: Results Marketing Services Company Unit: AXIS BANK "WEB" P. O. Box 9512, Antop Hill P.O., Mumbai - 400037

OR SMS SMS BT to 54646 (Our Customer Service Executive will call and help you with the process) * Terms & conditions apply

Cash Advance Facility

You can use your Axis Bank Gold Plus Credit Card to withdraw cash upto 10% of your credit limit from over 1 million VISA ATMs (Automated Teller Machines) around the world. In India, you can access cash around the-clock, 365 days a year from any of the 18,000 ATMs that display the VISA sign.

Dial A Draft

The Axis Bank Gold Plus Credit Card also provides you the Dial-a-Draft service that allows you to order a draft over the phone and pay for it in parts later. All you need to do is call the Bank and place your request. The draft will be delivered at your doorstep.

Please note: Dial-a-Draft facility entails a transaction charge as applicable. These also carry finance charges from the date of transaction until the date of settlement. Dial-a-Draft will be processed only against the available cash limit.

Auto Debit Facility

If you are an existing Axis Bank account holder, you have the added convenience of paying your monthly card bills directly through your Bank account. Based on the option selected, you have the flexibility of choosing between the following options for payment through Auto
Debit:

* Debit Total Amount Due
* Debit Minimum Amount Due (5% of the outstanding amount)

EMI Facility

No matter how big your next Credit Card purchase, go right ahead. Just contact us and convert your transaction of Rs. 5000 or more into EMI.

Axis Bank Credit Card in India