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Exchange of soiled notes.

RESERVE BANK OF INDIA (RBI)
DEPARTMENT OF CURRENCY MANAGEMENT

CITIZENS' CHARTER

1.  Objective of the Citizens' Charter

This Citizen's Charter provides information on various facilities provided by 
the Reserve Bank of India in
the matter of exchange of notes and coins and the common standards of the 
services provided at RBI
Issue Offices and commercial bank branches.

2.   Services Available at RBI Issue Offices

The RBI Offices, where Issue Department is functioning, offer the facility to 
members of the public to
exchange  their  notes  including  soiled  and  mutilated  notes  and  coins  
including  uncurrent  or  worn  out
coins. The Bank is committed to provide exchange facility free of cost at its 
counters during business
hours.

3.   Names of RBI Offices which provide exchange facilities

The  facilities  are  provided  at  the  counters  of  the  Bank's  Regional  
Offices  located  at  Ahmedabad,
Bangalore, Belapur (Navi Mumbai), Bhopal, Bhubaneswar, Chandigarh, Chennai, 
Guwahati, Hyderabad,
Jaipur,   Jammu,   Kanpur,   Kochi,   Kolkata,   Lucknow,   Mumbai,   Nagpur,   
New   Delhi,   Patna   and
Thiruvananthapuram.

4     Exchange of notes into coins with the help of coin dispensers

Members of the general public can also get their notes exchanged into coins 
using the coin dispensers
installed in the banking halls of the Reserve Bank's Regional Offices.

5.    Exchange of soiled and mutilated notes and coins at the Bank's public 
counters

Members  of  the  general  public  can  avail  themselves  of  the  following  
facilities  at  the  counters  of  the
Bank's Offices.

(a)  Exchange soiled notes. A note which has become limp or which has developed 
minor cuts  due to
wear and tear or which is disfigured by oil, colour, ink, etc. will be treated 
as soiled note. To facilitate
easy exchange, notes which have been divided vertically through or near the 
centre with numbers intact
are  also  treated  as    soiled  notes.  Notes  on  which  political  or  
religious  slogans  are  written  are  not
exchangeable under any circumstances.

(b) Exchange mutilated notes. A mutilated note is a note of which a portion is 
missing or a note which is
composed of pieces, provided that the note presented is not less than  half of 
the area of the note and
that, if the note is composed of a note joined together, each piece is, in the 
opinion of the 'Prescribed
Officer' [as defined in the RBI (Note Refund) Rules] identifiable as part of 
the same note.

The  RBI  (Note  Refund)  Rules,  1975  (as  amended  upto  1980)  are  posted  
on  the  RBI  Website
http://www.rbi.org.in under the Head "Publications" and Sub-Head "Occasional 
Publications".

(c)   Exchange of coins including uncurrent coins into notes or coins.


6.    Exchange of mutilated/cut notes received through the Triple Lock 
Receptacle or by Post

In  order  to  provide  note  exchange  facility  to  members  of  the  public  
who  cannot  wait  at  the  Bank’s
counters  to  tender  their  mutilated/cut  notes,  the  Bank's  Offices  
provide  a  facility  of  depositing
mutilated/cut notes in a locked box called "Triple Lock Receptacle (TLR)".  The 
TLR box is kept near a
specified counter and notes can be dropped into the box in a closed cover which 
can be obtained from
the enquiry counter. The tenderers are required to write the particulars of the 
notes tendered by them,
their  name,  address  and  bank  account  number  on  the  cover.  Members  of 
 the  public  can  also  send
mutilated notes by insured and registered post to RBI Offices. In their own 
interest, such covers should
be sent through Registered and Insured post. The exchange value of notes which 
are found payable
under the Note Refund Rules is credited to the bank account of the tenderer 
through Electronic Clearing
Service/Electronic Fund Transfer (EFT) which is at present free of cost. In 
case the tenderer does not
have bank account or the place where he resides does not have a clearing 
service/provision of EFT, the
exchange value is remitted by means of bank draft/money order at the cost of 
the tenderer.   The TLR
facility is available only for mutilated/cut notes and not for soiled notes.

7.    General Conditions of Service

(i)  The  exchange  facility  over  the  Bank's  counters  is  available  
during  the  business  hours  of  the
respective Regional Office and is free of cost.

(ii)  The  serial  numbers  of  counters  where  exchange  facility  is  made  
available  at  each  Office  are
displayed at the banking hall of each Office of the Bank.

(iii) Mutilated/cut notes in closed covers are received in Triple Lock 
Receptacle upto one hour after the
close of normal business hours.

(iv) The mutilated/cut notes are exchanged by the Bank as of grace under the 
Reserve Bank of India
(Note Refund) Rules. When the mutilated/cut note is not found payable under the 
Rules, the same is
rejected  and  rejection  advice  issued  to  the  tenderer.  The  rejected  
note  is  retained  by  the  bank  and
destroyed after four months.

(v) Notes/coins which are found to have been forged/ counterfeited are 
impounded and no value thereof
is paid. Such notes/coins are retained by the Bank after issue of advice to the 
tenderer.

(vi) The security features of the bank notes issued by RBI are furnished as 
information to members of
the public in the Bank's website http://www.rbi.org.in/currency/banknotes.html

(vii)  In case any member of the public faces any difficulty in getting the 
above exchange facilities at any
RBI  Offices  or  is  asked  for  any  bribe,  he  may  record  a  complaint  
in  the  complaint  book/register
maintained at the enquiry counter of the Regional Office or bring it to the 
notice of the in-charge of the
Issue Department of the respective RBI Office. The designation and addresses of 
 the in-charges are
furnished in the Annexure.

(xiv) The staff and officers of the Reserve Bank will treat each member of the 
public with courtesy and
consideration.  The  staff  will  be  helpful  and  will  attend  promptly  to  
the  customer's  enquiries  and
complaints.


8.    Exchange of soiled and mutilated notes and coins at the counters of 
commercial banks

(i)    Offices  of  the  Reserve  Bank  are  located  at  selected  centers.  
The  Bank  has,  therefore,  made
arrangement for provision of the facility of exchange of soiled notes, exchange 
of notes to coins and
coins to notes at the branches of scheduled commercial banks. While the 
facility for exchange of soiled
notes is available at all branches of public sector banks and currency chest 
branches of private sector
bank, the facility of exchange of mutilated / cut notes is available only at 
the currency chest branches of
commercial banks. A list of the currency chest branches where the mutilated 
notes can be exchanged is
available at the enquiry counter of the RBI Offices. Such currency chest 
branches also have instructions
to  display  notice  board  regarding  availability  of  mutilated  notes  
exchange  facility.  In  case  any  such
branch refuses to provide the exchange facility, aggrieved members of the 
public can complain to the
Chairman and Managing Director/CEO of the commercial bank concerned.  In case 
the grievance is not
redressed, the matter may be brought to the notice of the concerned Regional 
Office of Reserve Bank of
India.

(ii) Branches of other banks i.e. Co-operative Banks and Regional Rural Banks 
are expected to
exchange notes and coins at their convenience. They, however, do not have 
powers to exchange
mutilated notes.

9.    Suggestion/Comment

In  case  any  member  of  the  public  has  any  suggestion/comment  to  offer 
 in  regard  to  the  Citizens'
Charter, he   may write to the Chief General Manager, Department of Currency 
Management, Reserve
Bank of India, Central Office, Amar Building, 4th Floor, Sir P.M. Road, Fort, 
Mumbai - 400 001.


ANNEXURE

Addresses of RBI Issue Offices and their Jurisdiction


Sl.

No.

1.

2.

3.

4.

5.

6.

7.

8.

9.

10

11

12

Name and address of RBI Office

The General Manager

Reserve Bank of India, Issue Department
2nd Floor, Near Gandhi Bridge
Ahmedabad 380 014.

The General Manager

Reserve Bank of India, Issue Department
10/3/8, Nrupathunga Road,

Bangalore – 560 001.

The Deputy General Manager

Reserve Bank of India, Issue Department

Pt. Jawahar Lal Nehru Marg, Post Box No. 16,
Bhubaneswar – 751 001

The General Manager

Reserve Bank of India, Issue Department
Main Building, Shahid Bhagat Singh Marg,
Fort, Mumbai – 400 001.

The Deputy General Manager

Reserve Bank of India, Issue Department,
Hoshangabad Road,

Post Box No. 32,
Bhopal 462 011.

The Deputy General Manager

Reserve Bank of India, Issue Department
Plot No. 3, Sector 10,

H.H. Nirmala Devi Marg,
CBD, Belapur,

Navi Mumbai – 400 614.

The Deputy General Manager

Reserve Bank of India, Issue Department
Central Vista, Opposite Telephone Bhavan,
Sector 17, Chandigarh – 160 017.

The General Manager

Reserve Bank of India, Issue Department
Fort Glacis No. 16, Rajaji Salai,

Post Box No. 40,
Chennai – 600 001.
The General Manager

Reserve Bank of India, Issue Department
Station Road, Panbazar,

Post Box No. 120, Guwahati – 781 001.
The General Manager

Issue Department
Reserve Bank of India

6-1-65, Secretariat Road, Saifabad,
Hyderabad – 500 004.

The Deputy General Manager

Reserve Bank of India, Issue Department
Rail Head Complex,

Jammu – 180 012.
The General Manager

Jurisdiction

The State of Gujarat and
Union Territories of Dadra
and Nagar Haveli and Daman
and Diu

The State of Karnataka

The State of Orissa.

Greater Mumbai i.e. Mumbai
island  and the suburban
district (roughly south of a line
connecting Dahisar and
Mulund          on the Western and
Central Railways
respectively)

The State of Madhya Pradesh

The districts of Ahmednagar,
Kolhapur, Nasik, Pune,
Raigad, Ratnagiri, Sangli,
Satara, Sindhudurg, Solapur,
and Thane in the State of
Maharashtra and the State of
Goa.

The States of Haryana,
Himachal Pradesh, Punjab
and  the Union territory of
Chandigarh

State of Tamil Nadu and the
Union Territory of
Pondicherry.

The States of Assam,
Arunachal Pradesh, Manipur,
Meghalaya , Mizoram,
Nagaland      and Tripura

The State of Andhra Pradesh

The State of Jammu and
Kashmir

The State of Rajasthan


Sl.

No.

13

14

15

16

17

18

Name and address of RBI Office

Issue Department
Reserve Bank of India

Rambaug Circle, Tonk Road, Post Box No.12,
Jaipur – 302 004.

The General Manager
Issue Department
Reserve Bank of India

M.G. Marg, Post Box No. 82/142
Kanpur – 208001.

The General Manager
Issue Department
Reserve Bank of India
Post Bag No. 49
Kolkata – 700 001.

The General Manager

Reserve Bank of India, Issue Department
Main Office Building,

Dr. Raghvendra Rao Road, Post Box No. 15,
Civil Lines,  Nagpur – 440 001.

The General Manager

Reserve Bank of India, Issue Department
6, Sansad Marg,

New Delhi – 110 001.

The Deputy General Manager
Reserve Bank of India,

Issue Department,
South Gandhi Maidan
Post Box No. 162
Patna – 800 001.

The Deputy General Manager
Reserve Bank of India,

Issue Department,
Bakery Junction,
Post   Box No. – 6507,

Thiruvananthapuram – 695 033.

Jurisdiction

The State of Uttar Pradesh
and Uttaranchal

The States of Sikkim, West
Bengal and the Union
Territory of the Andaman &
Nicobar islands

The State of Chattisgarh and
the districts of Akola,
Amaravati, Aurangabad,
Beed, Bhandara, Buldhana,
Chandrapur, Dhule,
Gadchiroli,    Hingoli, Jalgaon,
Jalna, Latur, Nagpur,
Nanded, Osmanabad,
Parbhani, Wardha, Yavatmal
in      the State of Maharashtra.
The State of Delhi

The State of Bihar and
Jharkhand

The State of Kerala and the
Union Territory of
Lakshdweep

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