Project Report On (Customer Operations in Dena Bank at Shreenagar, Thane)

PROJECT REPORT ON
(CUSTOMER OPERATIONS IN DENA BANK AT SHREENAGAR, THANE)
SUBMITTED BY
(SAUJANYA PRAVIN MOKASHI)
ROLL NO 7016
MMS (FINANACE)
BATCH 2016-2018
TO
UNIVERSITY OF MUMBAI
FOR THE DEGREE OF
THE MASTERS OF MANAGEMENT STUDIES
UNDER THE GUIDANCE OF
PROF. GANGADHARAN MANI
SIR M VISVESVARAYA INSTITUTE OF MANAGEMENT STUDIES &

RESEARCH
WADALA (WEST), MUMBAI 400 031

DECLARATION
Myself, Saujanya P. Mokashi, studying in the Second Year of Masters of

Management Studies course in the academic year 2016- 2018 at Sir M
Visvesvaraya Institute of Management Studies & Research, Wadala
(East) hereby declare that I have completed the project titled, CUSTOMER
OPERATIONS IN DENA BANK AT SHREENAGAR, THANE as a part of the
course requirements of Masters of Management Studies of University of
Mumbai.
I further declare that the information presented in this project is true and
original to the best of my knowledge.
Date:
Place: Mumbai
STUDENTS NAME
ACKNOWLEDEGEMENT
First and foremost, I would like to express my sincere gratitude and thanks
towards the UNIVERSITY OF MUMBAI for introducing a course like MMS and
giving all the students a base and a platform to keep abreast with the changing
business scenario.
I would like to express my gratitude and sincere thanks to my Project Guide

Prof. Gangadharan Mani Faculty (FINANCE), SVIMS, for instilling confidence
in me to carry out this study and extending valuable guidance and
encouragement from time to time, without which it would not have been
possible to undertake and complete this project.
I would also like to express my gratitude & sincere thanks to Mr. Sagar
Meshram, under whose guidance I was doing my internship at Dena Bank,
Shreenagar, Thane Branch.
Last but not the least my colleagues for their valuable comments and
suggestions for making this a cherishable experience for me.
STUDENTS NAME
CONTENTS
SR.NO INDEX PAGE NO
1 INTRODUCTION 1
2 ABOUT BANK 4-5
3 KYC 5-8
4 DEPOSITS 9-15
5 LOANS NAD 16-39

ADVANCES
6 SERVICES 40-62
7 BIBLIOGRAPHY 63
Dena Bank, in July 1969 along with 13 other major banks was nationalized and is now a Public Sector Bank
constituted under the Banking Companies (Acquisition & Transfer of Undertakings) Act, 1970. Under the
provisions of the Banking Regulations Act 1949, in addition to the business of banking, the Bank can undertake
other business as specified in Section 6 of the Banking Regulations Act, 1949.
Dena Bank was founded on 26th May, 1938 by the family of Devkaran Nanjee under the name Devkaran
Nanjee Banking Company Ltd
It became a Public Ltd. Company in December 1939 and later the name was changed to Dena Bank Ltd.
In July 1969 Dena Bank Ltd. along with 13 other major banks was nationalized and is now a Public Sector Bank
constituted under the Banking Companies (Acquisition & Transfer of Undertakings) Act, 1970. Under the
provisions of the Banking Regulations Act 1949, in addition to the business of banking, the Bank can undertake
other business as specified in Section 6 of the Banking Regulations Act, 1949.
Milestones
One among six Public Sector Banks selected by the World Bank for sanctioning a loan of Rs.72.3 crores
for augmentation of Tier-II Capital under Financial Sector Developmental project in the year 1995.
One among the few Banks to receive the World Bank loan for technological upgradation and training.
Launched a Bond Issue of Rs.92.13 crores in November 1996.
Maiden Public Issue of Rs.180 Crores in November 1996.
Introduced Tele banking facility of selected metropolitan centers.
Dena Bank has been the first Bank to introduce:

Minor Savings Scheme.
Credit card in rural India known as "DENA KRISHI SAKH PATRA" (DKSP).
Drive-in ATM counter of Juhu, Mumbai.
Smart card at selected branches in Mumbai.
Customer rating system for rating the Bank Services.
Mission
DENA BANK will provide its
Customers - premier financial services of great value,
Staff - positive work environment and opportunity for

growth and achievement,
Shareholders - superior financial returns,
Community - economic growth
Vision
DENA BANK will emerge as the

most preferred Bank of customer choice
in its area of operations, by its
reputation and performance
The logo of Dena Bank depicts Goddess Lakshmi, the Goddess of Wealth, according to Hindu mythology.
It was the desire of the founding fathers of the Bank that the Bank should be a symbol of prosperity for all its
clients, and the logo represents this promise.
The contemporary 'D' in the logo reflects the dynamism, dedication and the drive towards customer satisfaction.
ABOUT BANK :-
BANK TYPE :- PUBLIC
TRADED AS :-
BSE: 532121
NSE: DENABANK
INDUSTRY :- Banking, Financial Services
FOUNDED :- 26 May 1938; 79 years ago
HEADQUARTERS :- Mumbai, Maharashtra
KEY PEOPLE :- Ashwani Kumar(Chairman and Managing Director)

Smt. Trishna Guha (Executive Director), Shri Ramesh S Singh (Executive Director)
PRODUCTS :- consumer banking, corporate banking, finance and insurance, investment

banking, mortgage loans, private banking, private equity, savings, Securities, asset
management, wealth management, Credit cards,
REVENUE
-10,645.73 crore(US$1.7 billion)[2]
OPERATING INCOME
-925.30 crore(US$140 million) (2016)[2]
NET INCOME
-935.32 crore (US$150 million) (2016)[2]
TOTAL ASSETS
133,441.63 crore(US$21 billion) (2016)[2]
OWNER:- Government of India
NUMBER OF EMPLOYEES :- 13,906(2016)
CAPITAL RATIO :- 11.00% (2016)
WEBSITE :- www.denabank.com
KYC
KYC Documents Requirement
[As per RBI Master Circular DBOD.AML.BC.No.22/14.01.001/20145-15 dt. July 1, 2014
and Amendment to PMLA (Maintenance of Records) Rule 2013]
A.Account of Individuals (Proof of identity and/or address)
Valid Passport
Voter's Identity Card
Valid Driving Licence
Aadhaar Letter/Card
NREGA Card
PAN Card
i)Simplified measures for Small Account
Identity card with applicant's photograph issued by Central/State Government Departments,

Statutory/Regulatory Authorities, Public Sector Undertakings, Scheduled Commercial Banks, and
Public Financial Institutions.
Letter issued by a gazetted officer, with a duly attested photograph of the applicant.
A Small Account is one where,
The aggregate of all credits in a financial year does not exceed rupees one lakh;
The aggregate of all withdrawals and transfers in a month does not exceed rupees ten
thousand; and
The balance at any point of time does not exceed rupees fifty thousand
A Small Account can be opened only by providing:-

Self-attested photograph and affixation of signature or thumb impression before the officer of the Bank.
ii)Accounts of Minor customers
If minor is less than 10 years of age, ID proof of the person who will operate the account to
be submitted.
In cases where minor can operate the account independently, KYC documents as in the
case of any other individuals would apply.
iii)Accounts of NRI customers
Valid Passport and Residence proof of abroad
B.Account of Proprietary Concern

Along with Proof of identity & address of the Proprietor (refer A above), any two KYC documents for
the Proprietary concern are required:-
Registration certificate (in the case of a registered concern).
Certificate/licence issued by the Municipal authorities under Shop & Establishment Act.
Sales and Income Tax Returns
CST/VAT certificate
Certificate / Registration document issued by Sales Tax / Service Tax / Professional Tax
authorities.
Licence issued by the registering authority like Certificate of Practice issued by Institute of
Chartered Accountants of India, Institute of Cost Accountants of India, Institute of Company
Secretaries of India, Indian Medical Council, Food and Drug Control Authorities, registration
/licensing document issued in the name of the proprietary concern by the Central Government or
State Government Authority/ Department.
Banks may also accept IEC (Importer Exporter Code) issued to the proprietary concern by the
office of DGFT as an identity document for opening of the bank account.
The complete Income Tax return (not just the acknowledgement) in the name of the sole
proprietor where the firm's income is reflected duly authenticated/ acknowledged by the Income Tax
Authorities.
Utility bills such as electricity, water, and landline telephone bills in the name of the proprietary
concern.
C.Accounts of partnership firms
Registration certificate
Partnership deed
An officially valid document in respect of the person holding a Power of Attorney to transact on
its behalf.
With regard to Partners/Beneficial Owners whose ownership is more than 15% should submit Proof of
Identity / Address as in case of A above.
D.Accounts of companies
Certificate of incorporation
Memorandum & Articles of Association
A resolution from the Board of Directors and power of attorney granted to its managers,
officers or employees to transact on its behalf; and
An officially valid document in respect of managers, officers or employees holding an attorney

to transact on its behalf
With regard to Directors/Beneficial Owners whose ownership is more than 25% should submit
Proof of Identity / Address as in case ofA above.
E.Accounts of trusts & foundations

Certificate of registration
Trust Deed
An officially valid document in respect of the person holding a Power of Attorney to transact on
its behalf
With regard to Trustees, Executors, Administrators whose ownership is more than 15% should
submit Proof of Identity / Address as in case of A above.
F.Accounts of Unincorporated Association or Body of Individuals
Resolution of the managing body of such association or body of individuals
Power of attorney granted to him to transact on its behalf
An officially valid document in respect of the person holding an attorney to transact on its
behalf
Any information as may be required by the Bank to collectively establish the legal existence
of such an Association or Body of Individuals
With regard to Trustees, Executors, Administrators whose ownership is more than 15% should
submit Proof of Identity / Address as in case of A above.
G.Hindu Undivided Family (HUF)
Declaration from the Karta.
Proof of Identification of Karta.
Prescribed Joint Hindu Family Letter signed by all the adult coparceners
Identity of the adult coparceners

Note : The Documents narrated above for different type of accounts are subjected to revision from time to time as per
the directives of Bank / RBI / other Regulators.
DEPOSITS
PREMIUM SAVING BANK SCHEME :-
Introduction
A Saving Bank Account is the most common operating account for individuals and others for non-
commercial transactions. A savings account helps people to put through day to day banking transactions
besides earning some returns on the savings made. Normally a higher minimum balance is stipulated in
cheque-operated accounts as compared to non-cheque operated account. As a rule no overdraft facility is
given in a savings account, but occasional over drawings are allowed as per IBA guidelines to meet
contingencies.
Minimum Balance and Charges
At present the minimum balance and charges for not maintaining are as follows:
Savings Account with cheque book facility quarterly average balance:
i) Metro / Urban/ `. 1000/- , Semi Urban/Rural- `.500/-
ii)Pensioner / Ex Staff NIL
Savings Account without cheque book facility quarterly average balance:
i) Metro / Urban/ `. 500/- , Semi Urban/Rural:--Nil

ii) Pensioner / Ex Staff NIL
Charges for not maintaining quarterly minimum balance
i)Metro and Urban Centres
Rs. 50/- per day be charged for the days when there is/ are transactions (debit) but minimum balance is not
maintained and If the account is not restored to the minimum balance in the quarter, Rs. 100/- per quarter be
charged.
ii)Rural and Semi urban centres
No charges.
iii) Pensioner / Ex Staff NIL,
Who can open Savings Bank Accounts?
The Account can be opened by the following:

(i) An individual in his/her own name
(ii) An individual jointly with other person/s
(iii) Drought Prone Area Program (DPAP)
(iv) A guardian on behalf of Minor
(vi) A Minor above the age of 10 years and who knows how to read and write, (in his own name or jointly
with any other person) subject to certain conditions laid down for opening Minor Savings
Accounts.
(vii) A Hindu undivided family (H.U.F.) only if the HUF is not engaged in trading/business activity and
such Account is opened in the name of Karta.
(viii) The following categories of Institutions / Organisations can, as per directives of Reserve Bank of
India, open Savings Bank Accounts on usual terms of payment of interest:
(a) Societies registered under Societies Registration Act, 1860 or by other corresponding law in
force in a State or Union territory.
(b) Companies governed by the Companies Act, 1956 which have been licensed by the Central
government under Sec.25 of the said Act or corresponding provision in the Indian
Companies Act, 1913 and permitted not to add to their names the words "Limited" or
"Private Limited".
(c) Organisations/Institutions which are exempt from payment of Income Tax under Income Tax
Act, 1961.
(d) Institutions specifically charged with the task of rendering social or economic assistance to the
weaker and under-privileged sections of society, not falling under 3.5 below and whose
entire income is exempt from payment of Income Tax under the payment of Income Tax
Act, 1961.
Whenever any institution approaches for opening a Savings Bank Account the eligibility of that institution in the
light of the above norms should be examined.
In case of institution falling under 3.1(viii d) above the list of agencies/ organisations permitted by RBI, circulated to
branches from time to time should be gone through. A suitable remark should be made on the Account
Opening Form. In case of doubt, the constitution of the institution and its annual reports should be
scrutinised and written permission obtained from the Regional Office of the Reserve Bank of India.
Pending receipt of permission the Account may be opened but no interest should be paid. In addition to
this, a copy of a resolution attested by the office bearers for opening the Account should be obtained and
kept on record for all categories of institutions/ organisations mentioned in (a) to (d) above. In this
resolution, besides the usual mandate, there should be a specific declaration that no interest applicable on
Savings Bank Accounts would be claimed if RBI disapproved opening of the Savings Bank Account.
Eligibility criteria: The revised Dena Premium Savings Account Scheme offers concessions on all service charges,
if Quarterly Average Balance of Rs.50000/- is maintained in Savings Account.
The 100% concessions are provided on following services.
Cash Handling Charges

Intersol /Clearing Charges
ATM-cum-Debit card Charges
Internet Banking/NEFT/RTGS
DD/MT/PO Charges
Cheque book issue Charges
Cheque Return Charges
Collection of outstation cheque (one Branch to other of the Bank)
Ledger Folio Charges
Stop Payment Charges
Standing Instructions Charges
No penalty will be charged for non-maintenance of Minimum Balance however for the Closure of Account within
one year, a Charge of Rs.200/- to be levied as per service charges circular.
PREMIUM CURRENT ACCOUNT SCHEME :-
A current account means a form of Demand Deposit wherefrom withdrawals are allowed any number of times
during a working day depending upon the balance in the account or up to a particular agreed amount. It also includes
other deposit accounts, which are neither Saving Deposit nor Term Deposit. These accounts are cheque-operated
accounts normally opened by businessmen, joint stock companies, institutions, public authorities and public
corporations. No interest is payable on these accounts and hence they are a source of comparatively low cost to the
bank. All efforts should therefore be made to mobilise maximum deposits in Current Accounts ensuring compliance
of KYC guidelines detailed
Who can open current accounts?
Any person(s) or parties capable of entering into contract (i.e. a person who is not a minor, is not insane or an
undischarged insolvent) can open a current account. These are:
(i) Individuals - Singly or jointly

(ii) Joint Hindu Family
(iii) Firms - Proprietorship or Partnership
(iv) Clubs, Schools, Co-operative Societies & Associations
(v) Joint Stock Companies
(vi) Executors and Administrators
(vii) Trusts
(viii) Liquidators & Receivers
(ix) Local Authorities/Corporations/Village Panchayats
Minimum Balance:
Rs 5000/- to be maintained at any point of time
Monthly Average Balance: Rs. 1 Lac per month
1. Free of commission Demand Drafts/MT/Pay Orders up to an aggregate amount of Rs. 1.00 lac per month
OR
Free collection of outstation cheques up to Rs. 50000/- per month on the centre where we have branches. Actual
postage and out of pocket expenses shall be borne by the account holder. Where we have no branch, only our
commission will be waived. The account holder has to bear the commission of the agent bank in addition to postage
and out of pocket expenses.
The above facility is subject to a maximum of 10 DDs / MTs / Pay Orders/ Outstation cheques per month.
If the account holder maintains more than Rs. one lac balance in his account then the concessions will be increased
proportionately in multiples of Rs. One Lac.
2. If the Minimum balance / Monthly average balance is not maintained penalty will be charged he Scheme is
optional.
DENA STREE SHAKTI :-
Salient Features of DENA STREE SHAKTI are as follows:
Name of the Product Dena Stree Shakti
Classification of Deposit Savings Deposit
Women in the age group of 18 years and above, including

Salaried Employees[Govt/PSU/Private Sector/MNCs],
Doctors, Advocates, Entrepreneurs
Target Clientele
Women with independent source of income.
Housewives
Students
Any New saving account opened by women either singly or jointly.
Eligibility Criterion
First account holder should belong to the target group.
Zero Balance
No Daily Minimum Balance Requirement,
Quarterly Average Balance (QAB) of Rs. 2500/- or above maintained in Rural/
Initial Deposit
Semi Urban
QAB of Rs. 5,000/-or above is maintained in Urban/ Metro
Other Salient Features
No Annual Fee for Platinum Rupay Card [Branded Women Specific Cards]
Benefits of Platinum Rupay Card are available for card holder:
5% cash back on utility bill payments
Zero fuel surcharge*
IRCTC
Rs. 25 off on train ticket bookings on irctc.in
Platinum RuPay Card Minimum eligible transaction amount Rs. 300
Caf coffee Day: 15% off on billing
2 Free Airport Lounge access
Personal Accidental Insurance of Rs.2,00,000/-
Shopping limit of Rs. 2.0 Lacs per day when done using Platinum RuPay card.
All other Terms & Conditions as per existing norms.
Cheque Book Free- Personalized Cheque book (50 leaves) per annum.
Internet / Mobile Bkg/
Monthly A/c Statement
NEFT/ RTGS through Free
Internet Bkg/Passbook /
Utility Bill Payments
6 DD per quarter Free up to Rs. 10,000/-, if QAB in the preceding quarter is
Demand Draft maintained.
25% discount on locker rental on one small size locker*. (A Type )
Locker Facility It should be on the name of the primary Account holder.
*Subject to the availability of the same.
Automatic sweep to Fixed Deposit, if balance in the account exceeds Rs.
Auto Sweep in / out
25,000/-
(Savifix Facility)
*All other terms & conditions will be same as Savifix
Two Zero Balance Family accounts with zero balance facility only.
Linked family Account
*Family- Spouse & Children
Penalty for non-
maintaining QAB Nil
2 Family Zero Balance Account zero balance facility only will be provided
under the primary Account Holders.
If QAB as mentioned for scheme is not maintained, minimum balance charges
for 2 family accounts will apply as per Normal SB A/c charges from subsequent
quarter.
Other Conditions Further if account of women customers is closed, 2 family accounts will not be
able to continue to avail benefit of zero balance facility and the same will be
withdrawn.
Bank holds the right to withdraw the facility at its discretion in subsequent
years.
Insurance policies are subject to annual review.
All guidelines relating to KYC policy and Anti-money laundering measures are to
KYC Policy be strictly followed while opening and maintaining the accounts under the
scheme.
The scheme will be available to the existing women customers also on their request
Special Remarks
by switching over to the new scheme code.
Value Added Benefits

The value added services under this product will be available to the customers on no cost basis to the Bank and
will be in accordance with the conditions stipulated under various tie-up arrangements made with Brands/ Entities /
Companies / Institutions by the Bank.
DENA SAVIFIX DEPOSIT SCHEME :-
Dena Savifix Account as the name denotes acts primarily as a savings account and doubles up as fixed deposit A/c.
What Happens is the money deposited in the Account, the moment the balance crosses Rs 25,000/- The exceeding
amount in multiples of Rs. 5000/- is automatically converted to Fixed Deposit earning higher interest. Conversely, if
funds in your savings account are insufficient for withdrawal or to honour a cheque, the requisite amount will be
automatically transferred from the fixed deposit account in units of Rs. 5,000/-
Salient Feature:
The convenience of a savings account with better interest rates .
As the name denotes enjoy the freedom of a savings account with the earnings of a fixed deposit account
DENA FREEDOM DEPOSIT SCHEME :-
Dena Freedom Deposit Scheme, comes with a cheque book facility to enable you to withdraw upto 90% of the
initial deposit amount as overdraft
This Deposit scheme ensures that your money is neither blocked nor are you stuck with time consuming paperwork
Minimum Deposit:
Rs. 10,000/-, which is automatically renewed in multiples of Rs.1,000/-.
Deposit Period : 1 - 5 years. Compounded interest payable on maturity on the deposit amount
DENA SAMRUDDHI DEPOSIT SCHEME :-
Under Dena Samruddhi Deposit Scheme the interest amount is compounded on the quarterly rests, effectively
yielding higher return than the contracted rate.
Minimum Deposit :
Rs. 100/-
Deposit Period : 6 months - 120 months.
True to its name this scheme allows Growth of your Capital by way of higher returns on your investments.
DENA FIXED DEPOSIT SCHEME :-
Dena Fixed Deposit Scheme allows you to choose the intervals of receiving your interest. You can choose yearly,
half-yearly, quarterly or even monthly interest payments according to your needs of income.
Duration : The deposit is accepted under this scheme for any period from 7 days to 10 years.
Your money is never idle and your receipt of your interest income can be planned according to your needs.
DENA SENIOR CITIZEN SCHEME :-

Dena Bank Senior Citizen's Scheme is open to individuals, who have completed 60 years of age.
The account can be opened in the sole name of the individual (with nomination facility) and/or in joint name. In case
where joint account holder is a person below the age of 60 Years, the name of Senior Citizen to be given as first
name in the application form.
The depositor can open Fixed Deposit (Dena Senior Citizen Fixed Deposit ) account where monthly /quarterly/ half
yearly/yearly interest would be paid. The period of such deposit will be minimum 15 Days to maximum 10 years.
For cumulative deposit scheme, (Dena Senior Citizen Samruddhi Deposit) the period of deposit should be minimum
6 months to maximum 10 years.
Proof of Age.
At the time of opening of a new deposit account, Senior Citizens are required to provide any of the following
documents as proof of age.
Secondary School leaving Certificate indicating date of birth.

LIC Policy.
Voters Identity Card/ Ration Card.
Pension Payment Order.
Birth Certificate issued by the competent authority.
Passport.
Driving Licence.
Superannuation / retirement certificate of Central/State Governments and Central/State Government
Undertakings
Minimum Deposit Amount.
Minimum amount of deposit should be Rs. 1,000/- per deposit receipt and in multiple of Rs.1000/- with no
maximum deposit ceiling.
Rate of Interest.
The scheme offers 0.50 % additional rate of interest over and above the normal rate of interest offered on Term
Deposits.
Loan facility : Upto 85% of deposit amount.
Other facilities :Under the Senior Citizen Deposit Scheme we provide the following additional facilities.
1. Free ATM Card facility if the customer is maintaining a SB A/c with the branch and free MBB facilities in
SB/CA maintained by the customer if the branch is covered under MBB.
DENA RECURRING DEPOSIT SCHEME :-
Life Insurance cover available to the RD Account holders at a very low premium. In case of death of
depositor, the nominee / legal heirs of the deceased depositor will be paid the sum assured + deposit proceeds
kept in RD together with interest accrued. Nomination facility is available.
Dena Recurring Deposit Scheme enables the depositor to save in fixed monthly installments. One can choose
different maturity plans depending on one's saving goals desired.
By putting away only a little amount every month, the depositor gets a tidy lump-sum amount of principal plus
interest at the end of the chosen period. Minimum amount of monthly installment Rs.50/. Further amount in multiple
of Rs. 5.
As the old adage goes " little drops of water, makes a mighty ocean". This scheme is ideally suited for young
salaried people to inculcate a regular and compulsory saving habits.
DENA LOAN LINKED RECURRING DEPOSIT SCHEME :-
Dena Loan Linked Recurring Deposit Scheme as the name suggests this scheme is basically a recurring deposit
scheme, which enables and entitles the account holder to avail a loan facility.
Save in small amounts in fixed monthly instalments over a period of time and take a large advance. Loan is given on
maturity of Recurring Deposit for the purpose of purchasing consumer durables. Maximum loan - 3 times the
maturity proceeds of recurring deposit or Rs. 75,000/- whichever is less.
DENA MINOR SAVINGS SCHEME :-
Dena Minor Savings Scheme is a product developed for your children, it will inculcate saving habits in the minors
and also it helps them in becoming responsible by allowing them to partially operate this account independently.
A special savings scheme, for minors. Minors who have attained 10 years of age and above, who can read & write
can open Minor Savings Scheme account in their own singly or jointly. No cheque book is issued to Minor Savings
Account holder, however a minor is allowed to withdraw the money from his account by withdrawal slip.
LOANS AND ADVANCES :-
BASIC DIFFRENCE BETWEEN LOANS AND ADVANCES
LOANS ADVANCES
Meaning Funds borrowed by an entity from another Funds provided by the bank to an entity for a
entity, repayable after a specific period specific purpose, to be repayable after a short
carrying interest rate is known as Loans. duration is known as Advances.
What is it? Debt Credit Facility
Term Long Term Short Term
Legal More Less
formalities
Security May or may not be secured Primary security, collateral security and
guarantees
ADVANCES
CLASSIFICATION OF ADVANCES
Working Capital & Term Finance and Working Capital Demand Loan (WCDL)
All advances to trade and industry are granted basically to provide working capital or for acquiring
long term assets. Working capital means the funds required for carrying on normal trading and/or
manufacturing activities. Term finance covers funds required for acquiring means of production
such as land, buildings and plant & machinery. Working capital limits are granted for a short
period say, one year and needs to be renewed / reviewed at the end of that period. Term finance
is given for a longer period and is repayable in installments over that period. Proposal for term
finance does not require renewal but only a periodical review. Working Capital Demand Loan
(WCDL) may be carved out of cash credit component of the limit enjoying large working capital
limits say Rs. 10 crores and above from the banking system. WCDL is payable on demand on a
specific date. The quantum of loan component to be decided mutually by the borrower and bank.
Production and Sales Finance

Working capital finance may be for purpose of production or acquiring inventory (or against
inventory) or for sales i.e. for financing receivables. Limits such as cash credit, loans/ overdrafts
are for production whereas, bill limits or limits against hypothecation of book debts are part of
sales finance provided by banks.
FUND BASED AND NON-FUND BASED LIMITS

Fund based Limits are those in which the bank's funds are directly utilised, for instance, limits for
financing stocks or purchasing/discounting of bills. Non-fund based limits e.g. Bank Guarantee
and Letter of Credit are those in which the bank's funds are not directly involved but where the
bank's funds would be involved in certain contingencies, for example, Invocation of Guarantee /
Devolvement of Letters of Credit.
SECURED AND UNSECURED ADVANCES
As per extant policy guidelines, unsecured exposure is defined as an exposure where the
realizable value of the security, as assessed by the bank /approved valuers / Reserve Banks
inspecting officers, is not more than 10%, ab-initio (i.e. at the time of sanction), of the outstanding
exposure.
Secured Exposure: Secured exposures are those exposures, where the limit (FB+NBF) is
sanctioned with more than 10% tangible security (primary as well as collateral taken together).
Unsecured Exposure: Unsecured exposures are those exposures, where the limit (FB+NBF) is
sanctioned with equal or less than 10% tangible security (primary as well as collateral taken
together).
In terms of RBI Guidelines on Prudential Norms on Unsecured Advances rights, licenses,

authorization, etc., charged to the banks as collateral in respect of projects (including
infrastructure projects) should not be reckoned as tangible security.
Clarification in case of Infrastructure Sector: -

a) It was observed that infrastructure projects, especially road/highway projects, are special
in nature where asset created by bank finance cannot be pledged/mortgaged to the
bank but certain rights to receive annuities / toll collection from the assets can be
hypothecated to the lenders.
b) In case of PPP projects, the debt due to the lenders may be considered as secured to the
extent assured by the project authority in terms of the concession agreement, subject to
the following conditions:
1) User charges / toll / tariff payments are kept in a escrow account where senior lenders
have priority
over withdrawal by the concessionaire.
2) There is sufficient risk mitigation, such as pre-determined increase in user charges or
increase in concession period, in case of project revenue are lower than anticipated.
3) The lenders have a right of substitution in case of concessionaire default
4) The lenders have a right to trigger termination in case of default in debt service and
5) Upon termination, the project authority has an obligation of (1) compulsory buyout and
(2) repayment of debt due in pre-determined manner.
6) In all such cases, bank must satisfy itself about legal enforceability of the provisions of
the tripartite agreement.
Thus, an overdraft limit may be given against shares or securities or as a clean limit. Similarly,
bills limits could be secured or unsecured and so also packing credit limits. Temporary
overdraft is generally clean advance.
Limits, which are granted against security, are secured by creating a charge over the security.
This charge can be by way of pledge, hypothecation, mortgage (of immovable property) or
assignment. The charts given below illustrate the classification of different types of limits.
I - ADVANCES - LIMITS
(Fund - Based)
__________________________|___________________________
| | |
Working Capital General Term Finance
| Loans/Overdrafts |
| ________|______
| | | Term Loans
| Secured Clean
| (unsecured)
|__________________________________________
| |
Production Finance Sales Finance
(i.e. for Inventory etc.) (i.e. for Receivables)
| _________________________|___________
| | | |
| C.C.Book Debts *BP(sight) / BD(usance) BP
| (secured / unsecured) (cheques / DDs)
|____________________________________________________
| | | | |
Cash Credit Packing Credit Loans/ CC/PC/DL Working
| | Overdrafts (Trust Capital
|_______ | Receipts) Demand
| | | Loans
Pledge Hypothecation |
________ |___________
| | |
Pledge Hypothecation Clean
* including limits for negotiation of documents under Inland/ Foreign LCs

____________________________________________________________________
II - ADVANCES - LIMITS
(Non - Fund Based)
_____________________|________________________
| |
PRODUCTION OR TRADE SALES RELATED
RELATED ________|_____
| | |
| Performance Financial
_________ _|_________________ Guarantees Guarantee
| | [ Secured / Unsecured ]
Letters of Guarantees
Credit - (Inland / Foreign)
(import/Inland) - Deferred Payment Guarantee inland)
DEFINITIONS
Overdraft
When a customer maintaining a current account is allowed by the bank to draw more than the
credit balance in the account, such facility is called a Temporary overdraft facility. However,
regular overdraft limits are sanctioned against certain securities. All rules applicable to current
account are applicable to overdraft accounts mutatis mutandis. Overdraft is a running account
and hence debits and credits are freely allowed. Interest is calculated on daily product basis and
is debited to the account on monthly basis. In case of temporary overdraft, interest should be
applied as and when temporary overdraft is adjusted or at the end of the month, whichever is
earlier. Overdrafts are generally granted against the security of government securities, shares &
debentures, National Savings Certificates, LIC policies and bank's own deposits etc. and also on
unsecured basis. However, Clean Overdrafts are also sanctioned.
Cash-Credit
A cash-credit is an arrangement to extend short-term working capital facility under which the bank
establishes a credit limit and allows the customers to draw money upto a prefixed limit. Under this
system, bank sanctions a limit called the cash-credit limit to the borrower upto which he is allowed
to borrow against the security of stipulated tangible assets i.e. stocks, book debts etc. The
customer need not draw at once, the whole of the credit limit sanctioned but can withdraw from
this account as and when he needs the funds and deposit the surplus cash/funds proceeds of
sales etc., into the account. Besides this, cash-credit account is an active running account and
the facility of frequent transactions is extended.
Drawing power
Sanctioned Cash Credit Limit stipulates submission of periodic stock / Book Debts and based on
the value of security charged to the bank, the stipulated margin is reduced from the acceptable
value of security and the drawing power is calculated subject to overall limit. Branches should not
allow drawings in cash-credit accounts beyond the drawing power. However, interest and other
charges due to Bank may be debited to the account even by exceeding the drawing power.
Drawing power is calculated on monthly basis in case of cash-credit against hypothecation of
stock / book debts and in other cases, as and when there is change in the value of security
provided against the limit. e.g. Overdraft against shares etc.
While calculating Drawing Powers, Unpaid stock/ Stock under D.A. L.C / Obsolete stock should
be excluded.
Types of cash-credit limits

Depending upon the type of security against which cash-credit limit is sanctioned, following types
of cash-credit limits are sanctioned: -
(a) Cash-Credit (Pledge) :- against pledge of goods
(b) Cash-Credit (Hypothecation) against hypothecation of stocks
(c) Cash-Credit (Book Debts) against hypothecation of receivables
(d) Cash-Credit (Clean) against trust receipts.
LOANS
Loans can be classified in two types, namely, Demand Loan and Term Loan.
Demand loan
A demand loan is a loan sanctioned repayable on demand. The loan is generally disbursed by
way of single debit to the account. The amount may be allowed to be repaid in lump sum or in
suitable installments, as per terms of sanction.
Term Loan
A term loan is an advance allowed for a fixed period exceeding 36 months, either in lump sum or
in installments and which is repayable according to a schedule of repayment.
Demand / Term Loan is not a running account and as such no further debits to an account is
made subsequent to the initial advance except for interest, insurance premia and other sundry/
incidental charges.
Generally, there are no restrictions for number of credit entries in the accounts, as an amount
credited to a loan account is in reduction of the borrower's liability to the bank.
Working Capital Demand Loan

Working capital Demand loan (WCDL) is carved out of cash credit component of limits enjoying
working capital limits of Rs.10 crores and above. WCDL is payable on demand on specified date
and within one year from the date of WCDL in lump sum / bullet payment. However in certain
cases, WCDL may be sanctioned as a composite Working capital Limit repayable in installments
up to 36 months.
Bills Purchase / Discounting / Negotiation

These represent advances against bills of exchange drawn by the customers on their clients. Bills
are either purchased or discounted by banks. In case bills are backed by Letter of Credit issued
by bank, the bills are negotiated as per terms of credit. Demand bills are purchased and usance
bills are discounted. Bills may be either clean or documentary. Bills accompanied by title to goods
i.e. R/R, MTR, etc. are called documentary bills. Bills without such documents are
known as clean bills.
Documents under bills demand (payable on sight/presentation) are deliverable against payment.
whereas against Bills drawn on usance basis, are normally deliverable against acceptance.
However, Bank also can give advance against Government Supply Bills which are generally not
accompanied by Bill of Exchange.
Packing Credit
Packing Credit is a pre-shipment advance granted to an eligible exporter/ manufacturer/ export
house for purchasing, processing, manufacturing, packing, transporting, warehousing etc. of
goods meant for export. Packing credit is a short-term working capital finance made available to
the exporter at the pre-shipment stage.
Letter of Credit
A letter of credit is a written instrument issued by the bank at the request of a buyer (applicant) in
favour of the seller (beneficiary) undertaking to honour the documents or drafts drawn by the
seller in accordance with the terms and conditions specified in the Letter of credit, within a
specified time. Thus, the credit is made available to the seller against delivery of specified
documents. When the credit stipulates payment of money to the beneficiary on presentation of
complying documents, the L/C is called a Sight LC or DP LC. If the credit stipulates the delivery of
documents against acceptance and that the payment will be made on due date, the L/C is called
a usance L/C or D/A L/C.
Inland L/C : An L/C where all the parties to an L/C are located within the country.
Foreign L/C : An L/C where the beneficiary is located outside the country. Such L/Cs are issued
for import of goods and services.
Guarantees
Guarantees issued by the Banks are contracts to perform the promise or discharge the liability of
the constituent on whose behalf these are issued, in case of his default or failure to perform the
contract undertaken by him.
i. Financial guarantee, is one under which the bank undertakes to discharge the financial
liability of its constituent in case of his default.
ii. A performance guarantee is issued for performance of contractual obligation(s) as per
agreed time schedule.
iii. Deferred payment guarantee is issued for acquiring fixed assets/capital goods by
providing guarantee of repayment of principal and interest from his banker to the supplier
of capital goods receivables. This also helps the supplier to improve his cash flows by
discounting the receivables under DPGs from his bankers.
TYPES OF CHARGES
Pledge
Pledge means bailment or delivery of goods or documents of title to goods, by the borrower to
the creditor with an intention of creating a charge thereon as security for the debt. Under the
pledge, the ownership of the security remains with the pledger (i.e. the person who pledges the
security) whereas possession is with the pledgee (i.e. the lender). The possession may be actual
or constructive.
Hypothecation
This is an equitable charge in the lender's favour over goods. In this case, neither ownership nor
possession is passed to the creditor. However, the borrower undertakes to convert hypothecation
into pledge at a future date when called upon to do so by the creditor.
Mortgage
Mortgage is a transfer by the borrower, of his interest in specific immovable property, to the
lender, as security for repayment of a debt. It can be by way of equitable mortgage i.e. by simple
deposit of Title Deeds or by way of Regd. / legal mortgage where deed of mortgage is duly
registered with Sub Registrar of Assurances.
Assignment
In the case of an assignment, one person transfers a debt, right or property over an actionable
claim to another person. The assignment may be absolute or by way of charge. It may be legal or
equitable. The assignee accepts the assignment subject to all equities, if any, of the assignor.
Set-off
This is a total or partial setting off of a claim which one person has against another, against a
counter-claim, which the latter has against the former.
DENA CASH CERTIFICATE
Name of the Product Dena Cash Certificate"DCC"

Mould of the Future
"You decide How much money you need on maturity."
Who can purchase
Cash Certificate can be purchased by any individual in her/his own name or
jointly with other person/s, by a parent/guardian on behalf of a minor,
proprietorship firms, Hindu Undivided Families, Partnership Firms, Limited
companies, Clubs, Associations etc.
Maturity Amount Rs. 1000 and in multiple of thousand.
Tenor 7 years from the date of investment.
Card Rate (similar to the Domestic Term deposits for a period of 7 years and
Rate of Interest
above).
Initial Deposit Amount This will depend on maturity value selected and rate of interest applicable at the
time of purchase.
Premature withdrawal Available
Loan / Overdraft facility Available
TDS Wherever applicable, TDS will be deducted from maturity value.
Nomination Available
ONLINE TERM DEPOSITS
On line creation of Term Deposits :
Now you can open Term Deposit online and earn more interest in the surplus funds in your savings
accounts :
Individual customers who have registered for Internet Banking can open Term Deposits by logging through
their Internet Banking user id and password.
The following types of deposits can be opened online

a. Cumulative Plan Samrudhi Deposit Scheme ( SDR )
b. Non Cumulative Plan Fixed Deposit Scheme ( FDR )
Deposit will be opened as per the existing details available with the Bank i.e. Name, constitution for the
logged in customer
System will not process the request, if account is Dormant / Inactive / Frozen or if there is no sufficient
available balance in the account
In respect of FDR, periodic interest earned on the deposit and the deposit amount ( on maturity ) will be
automatically credited to the account from which the deposit is funded
The maturity value of the deposit will be credited to the same account from which the is funded for
cumulative deposit
Customer has to deposit contact the account maintaining branch in person for Nominations / any updations
in the personal data
Date of Birth & PAN is mandatory and TDS will be deducted as per IT guidelines
Depositor should submit form 15-G / 15-H to the branch where the deposit is maintained to avoid deduction
of TDS on the interest amount earned on the deposit. In case Form 15-G / 15-H is not submitted, the
maturity value will be reduced to the extent of TDS applicable on the deposit as per extant guidelines
Depositor should print / save cyber receipt generated after opening the deposit for record purposes
Customer has to contact the account maintaining branch in person along with the cyber receipt for
premature closure of the deposit.
There is no need for the customer to visit the branch either for creation or closure of the term deposit.
It is convenient and easy to use with 24 * 7 availability.
For creation of Term Deposits on line, users have to select
Requests
Submit Requests
FD Account Opening
and fill up the relevant details and submit. After successful creation, Cyber Receipt, with all the details about the
term deposit, will be generated which can be printed / retained by the customer for record purposes.
DENA NIWAS HOUSING FINANCE SCHEME
The doorway to your Dream Home
A Loan for different needs
You can avail of Dena Niwas Home Loan to purchase a plot, construct a house, buy a ready built house or buy one
under construction. The loan even helps you build an extension to your existing house or purchase a house that is up
to 50 years old provided the remaining life of the house is more than 25 years. Besides you can take this loan for
repairs and upgradation, which includes the cost of fixtures, POP works, retiling, fittings etc.
It even gives you the option to shift an existing home loan with any other Bank or Financial Institution.
You are eligible if:
You are a major individual, resident or non-resident, having a regular source of income.
Your age on the maturity of the loan is less than retirement age if you are a salaried employee & below 65
years, if you have a business.
The total deductions do not exceed 60% of your gross income, including the loan installment of the
proposed loan.
Spouses/Co-applicants income can be clubbed for enhanced eligibility.
Loan Amount
Up to Rs.200 lakhs for the purchase/construction of a house.
Up to Rs.10 lakhs for renovation/upgradation.
Margin
1) Loans up to Rs.20 lakhs - 10% of cost of house property (excluding stamp duty, registration charges, etc.)
2) Loans above Rs.20 lakh & up to Rs. 75 lakhs - 20% of cost of the house property (excluding stamp duty,
registration charges, etc.)
3) Loans above Rs.75 lakhs - 25% of cost of the house property (excluding stamp duty, registration charges, etc.)
Rate of Interest
Please Check out the Interest Rates Section to find latest Interest Rates applicable.
Interest Charged on Daily Reducing Balance
No Prepayment Charges
Loan Limit of Rs 200 Lacs.
Purchase of House upto 50 years old allowed
Floating Rate Linked to Base Rate
Repayment
Upto 25 years-for the purchase of a new flat/house/construction/extension.
Upto 10 years- for repairs, renovation and upgradation.
Security
Simple equitable mortgage of the house/flat/apartment on which the loan is availed.
Process Fees:
0.50% of sanctioned limit.
DENA VIDYA LAXMI EDUCATIONAL LOAN SCHEME
Education Loan - Government interest subsidy scheme for Economically Weaker Sections (EWS)
Coverage :
-> EWS with upper parental income of Rs.4.50 lakhs per annum.
-> For recognized Technical / Professional Courses in India after Class XII as approved by Ministry of Human
Resources Department, Government of India.
-> Certification of income by Designated authority in the prescribed format.
-> Applicable from academic year 2009-10.
-> Interest Subsidy during moratorium period (Course period + 6 months / 1 year).
* Interest subsidy may be available for education loans availed by students belonging to notified Minority
communities also having lower than a specified parental income for pursuing study abroad for Masters ,M.Phil or
PhD, during their study/repayment holiday, from the Academic Year 2013-14 under our Padho Pardesh Scheme.
The Topper for your childrens Higher Education

Ensure a bright future for your children. Provide them with the best of higher education in India or abroad. Avail
Dena Vidya Laxmi Educational Loan.
You are an Indian national and have secured admission to a higher education course in recognized institutions in
India or Abroad
Simply walk in with the marksheet of the qualifying exam. and proof of admission.
Course Eligibility
Study in India:
Graduation courses, Post-Graduation courses, Masters & PhD, Professional courses.
Study Abroad:
Graduation : For job oriented professional / technical courses offered by reputed universities
Post Graduation : MCA, MBA, MS etc.
Courses conducted by CIMA-London, CPA in USA etc.
Loan Amount
For students admitted to full time courses conducted by IIT / IIM /ISB only: Full course fee without any upper loan
ceiling, subject to margin may be financed.
For Students admitted to Full time courses conducted by A rated Institutions and Banks approved Educational
Institutions:
Need based finance to meet the expenses to be worked out taking in to account margins stipulated subject to the
following ceilings:
Studies in India Maximum up to Rs 15 lakhs

Studies Abroad Maximum up to Rs 25 lakhs
Click here to download the List of Banks approved Educational Institutions.

List of A rated Educational Institutions is available on IBA site.
For Students admitted to Full time courses conducted by other institutions (Other than IIT / IIM / ISB / A rated
Institutions and Banks approved Educational Institutions) :
Need based finance to meet the expenses to be worked out taking in to account margins stipulated subject to the
following ceilings:
Studies in India Maximum up to Rs 10 lakhs

Studies Abroad Maximum up to Rs 20 lakhs
Loan takes care of :

Fee payable to colleges/ schools/ hostels
Examination/ Library/ Laboratory fees.
Purchase of books, equipment, instruments and uniforms.
Passage fare for travel abroad.
Purchase of computer needed to complete the course at reasonable rate.
Any other expense to complete the course like study tours, project work, thesis etc.
Margin
Upto Rs. 4 lakhs- NIL for study in India and abroad.

Above Rs. 4 lakhs- 5% for study in India and 15% for study abroad.
Rate of Interest
1% interest concession if interest is serviced as and when due during the study period when repayment holiday is
specified.
SIMPLE INTEREST CHARGED DURING MORATORIUM PERIOD.
Process Fees : Rs.1000/- for studies abroad which is refundable on availing the limit.
Repayment Holiday / Moratorium Course period + 1 year.
Repayment period maximum up to 15 years for all loans.
All loans up to Rs.7.50 lacs are covered under Credit Guarantee Scheme managed and operated by National Credit
Guarantee Trust Company Ltd (NCGTC).
OTHER TERMS & CONDITIONS :
All other terms and conditions as applicable to Revised IBA Model Educational Loan Scheme for pursuing higher
education in India & abroad will be applicable for this scheme also.
DENA SUVIDHA(PERSONAL LOAN) SCHEME
Live your Dreams
Dena Suvidha is the ideal way to fulfill personal needs of your family. Be it to finance a marriage or family function.
To travel or celebrates a festival. For medical treatment or educational purposes. Or simply a vacation. Even an
unforeseen event. Dena Suvidha (Personal) Loan is always there for all your needs.
You are a permanent employee between 24 to 55 years having worked for at least 2 years in a Govt. or PSU/
reputed organization.
You have a gross monthly income of at least Rs.15,000/-.
You can have a salary disbursement arrangement with us or provide an undertaking form your employer.
Loan Amount
Minimum- Rs. 15,000/-
Maximum:
9 times of NMI* ( repayable in 36 months) /
6 times of NMI* ( repayable in 24 months) /
3 times of NMI* ( repayable in 12 months) or Rs.1.00 lac whichever is less.**
*NMI means Net Monthly Income i.e. Gross Salary Deductions
Margin
NIL
Rate of Interest
INTEREST CHARGED ON DAILY REDUCING BALANCE
NO PREPAYMENT CHARGES
Process Fees
1% of loan amount
Repayment
Upto 36 EMIs
Mode of disbursement
By credit to your Savings Bank account.
DENA VEHICLE LOAN SCHEME
Take the smooth road to own your Dream Machine
Get on the right track with Dena Auto Loan and drive home your home machine.
Eligible Income:
1. For Motor Cycle / Scooter : Minimum Rs. 1. Lac per annum

2. For Four Wheeler :
For Individual / Proprietary Firm : Minimum Rs. 2.50 Lacs per annum
For Partnership Firm / Company : Minimum Rs. 3 Lacs per annum
Loan Amount
Upto Rs. 50 lakhs for purchase of a new two wheeler.
Upto Rs. 200 lakhs for purchase of a new car.
Margin
For New Vehicles : 15 % .
In case of Corporate Salary Arrangement, 10% of on road price for new car.
In case of Old Car 20% (up to 3 year old).
Rate of Interest
Security
Hypothecation of the vehicle purchased.
Mode of disbursement
Loan disbursed directly to the authorized dealer.
Process Fees
Two wheeler- Rs. 250/- (Plus service tax as applicable from time to time)
For Car Loan: Rs 500/- irrespective of loan amount. (Plus service tax as applicable from time to time)
Repayment
Maximum up to 60 months for new vehicle.

2nd hand four-wheeler (up to 3 year old)- Maximum up to 36 months.
DENA CONSUMER DURABLE LOAN
Move up in life with Dena Consumer Durable Loan
Now , it's so easy to improve your lifestyles. And turn your home into a smart, modern one with all the conveniences
you can imagine. Be it a Laptop, Washing Machine, Microwave, Fridge, TV, DVD Player, Music System, AC,
Modern Furniture, Cooking Range, PC, Fitness Equipment or even a Mobile Handset. Just take a Dena Consumer
Durable Loan and move up in life.
You have sufficient repayment capacity. Also, your spouse's income can beclubbed to enhance your eligibility.
Loan Amount
Upto Rs. 1 lakh

Margin
20%
Rate of Interest
Repayment
Upto 36 EMIs.
Mode of Disbursement
Payment will be released to the dealer against proforma invoice.
Security
Hypothecation of consumer durables purchased.
Process Fees
* Upto Rs. 25,000/-- Rs.250/-
* Above Rs. 25,000/-- Rs.500/-
DENA TRADE FINANCE SCHEME
You are a commodity trader, stockist or dealer registered under sales tax.
You are a permanent resident of the city (If not permanent resident, property offered as collateral security is in
your name and located at the same location).
Loan Amount
Minimum- Rs. 2.50 lakhs
Upto- Rs. 500 lakhs
CC Limit upto 20 % of your projected turnover.
Non-fund based limits upto 25% of eligible limit on the basis of projected turnover
Term Loan upto 20% of working capital eligibility
In case of disruption of the working capital cycle, 40 % of collateral security can be included to calculate Drawing
Power.
Nature of Limit
Cash Credit (hypothecation), Term Loan (Secured), Non-fund based limits (Bank Guarantee & LC)
Margin
CC Hypothecation - 25% stock, 50% of book debts
Non-fund based limits (BG & LC) - 25%
Term Loan - 25%
Rate of Interest
Please Check out the Interest Rates Section to find latest Interest Rates applicable
Security
CC limit : Hypothecation of Stock and Book Debts
Term Loans : Hypothecation of security created out of term loan
Equitable mortgage of immovable property or any other liquid assets (other than equity shares, debentures) with
minimum realisable market value of 100% of sanctioned limit as collateral
Process Fees
CC Limit : 0.125 % of Sanction Limit ( In line with MSME )

Term Loan : 0.50 % of Sanction Limit; Besides, review fees for Term Loan at 0.10% of the outstanding amount at
the time of review of the TL account.
Commission on Non-fund based limits (BG & LC) to be charged as per Bank's extant guidelines.
Commitment Charges as applicable for normal CC Hypothecation accounts as per Bank's extant guidelines.
Repayment
CC limit / Non-fund based limit : To be reviewed on yearly basis
Term Loan : 5 years (maximum)
DENA SENIOR CITIZEN PENSIONERS LOAN SCHEME

You are a pensioner of the State Govt., Central Govt. or PSU.
You are an ex-staff member with a pension account.
Your take home pension is not less than 60% of your monthly pension after deduction of the loan installment.
Loan Recovery Period and Loan Limit:
Category of Borrower Age Loan limit
Age of the pensioner on loan 12 months pension or Rs 3.00 lacs

maturity not exceeding 73 years whichever is lower.
Borrower is a pensioner and
nominee for pension eligible Age of the pensioner on loan
for family pension is alive. 6 months pension or Rs 1.50 lacs
maturity is not exceeding 80
whichever is lower.
years
Borrower is a pensioner
Age of the pensioner on loan
andnominee for pension 6 months pension or Rs 1.50 lacs
maturity is beyond 73 years but
eligible for family pension is whichever is lower.
not exceeding 80 years
not alive.
6 months pension or Rs 1.50 lacs
Age of the pensioner on loan whichever is lower.
Family Pensioner Only
maturity not exceeding 73 years
Margin
NIL
Rate of Interest
Security
NIL
Process Fees
NIL
Repayment
Upto 36 months
Guarantee
Simple! Spouse or nominee appointed for the pension account or any other family member or third party acceptable
to the bank can guarantee the account.
DENA LOAN AGAINST PROPERTY SCHEME
Make your idle property work for you
If you have free hold, un-encumbered, non-agricultural property, residential or commercial- you can fulfill
all your needs with Dena Mortgage Loan. Be it to finance a marriage, higher education, a foreign trip or
medical treatment.
You are 21 years of age.
You are a salaried individual, professional, self-employed, agriculturist.
You are an income tax assessee for at least 2 years.
Your net monthly income is at least Rs. 12,000/-. Income of spouse (co-applicant) can be clubbed for enhanced
eligibility.
Loan Amount
Minimum- Rs. 2 lakhs
Upto- Rs. 500 lakhs
Margin
50%
Rate of Interest
Security
Equitable mortgage of the property.
Process Fees
1% of the sanctioned limit

Repayment
Upto 84 EMIs
Prepayment Charges
0.50% of the sanctioned amount.
DENA RENT SCHEME (FINANCE AGAINST RENT RECEIVABLES)
Good news for Landlords
Now, landlords can make their property earn more money by availing Dena Rent Scheme against their rent
receivable.
You are a landlord- an individual, corporate, trust or anybody who has given their property on rent to banks, FIs,
PSUs or reputed companies.
Loan Amount
Minimum- Rs. 1 lakh
Upto- Rs. 500 lakhs
Margin
10% of present value of net rentals
Rate of Interest
Security
Equitable mortgage of property.
Process Fees
0.50%
Repayment
Upto 120 EMIs or residual lease period whichever is less
DENA DOCTOR+
A Specially Designed Loan Facility for Medical Practitioners
Purpose
To finance qualified medical practitioners of any discipline mentioned under eligibility criteria :
Setting up clinic, expansion / renovation / modernisation of existing clinic, X-Ray lab, pathological lab, etc
For buying medical equipments (for dentists, the loan also covers dental implants besides equipments; for
orthopaedists, the loan also covers various replacements / implants for hip / knee / shoulder / spine etc)
For purchase of computers and other essential equipments for clinic, etc
Individuals/ partnership firms.
Promoters should be registered practitioners and possessing minimum qualification MBBS and BDS.
Borrower should be registered with respective Council.
The applicant should be over 25 years of age at the time of commencement of loan and not over 65 years at the time
of loan maturity.
Applicant should not be a defaulter of any Bank / Financial Institution.
KYC norms to be applied while identifying borrowers.
Nursing Home / Hospitals are covered by a separate scheme and hence not covered by this scheme.
Type of Loan
Composite Loan (Term Loan Plus Working Capital)
Loan Amount
Maximum of Rs. 2.00 crores of which a sub-ceiling for Working Capital limits at 10% of total loan amount.
Margin
Upto Rs 10 lacs : 10%
Above Rs 10 lacs : 25%

Margin for acquisition of premises for clinic (irrespective of amount of loan) : 33.33%
Rate of Interest
Process Fees
0.50% of loan amount
Minimum Rs. 500/- ; Maximum Rs. 50,000/-
Repayment
Maximum repayment period up to 7 years. Maximum moratorium period 06 months for TLs (inclusive of repayment
period).
In case of term loan, interest is to be serviced during the moratorium period.
In case of WC limit, limit to be reduced by 15% every year.
DENA GOLD LOAN SCHEME
Purpose
Any personal purpose
Eligiblity
1. The scheme is open for all customers existing and new (KYC norms to be adhered to)
2. Only individuals who have attained majority are eligible
Nature of Loan
Demand Loan
Loan Amount
The loan amount will be linked to the value of gold jewellery/ gold coin/ gold (other than bullion) to be pledged.
Minimum Rs.10000/- & Maximum Rs. 5.00 lacs
Margin
Margin to be maintained @ 30% of the value of the Gold jewellery / gold coin / gold (other than bullion) to be
pledged.
Rate of Interest
Process Fees
Upto Rs.50,000/- - Nil

Above Rs.50,000/- : 0.75% of sanctioned limit.
Charges of appraiser are to be borne by the borrower.
Repayment
Up to 24 months, to be repaid in EMIs or quarterly/ half-yearly/ annual installments or on lump sum basis, as may
be agreed uponby the borrower/s. In case of repayment in installments other than EMIs, interest debited in the loan
account from time to time is to be paid as and when debited.
IBA MODEL SKILL LOAN SCHEME/KAUSHAL WRIN YOJANA
The salient features of the " IBA Model Skill Loan Scheme/Kaushal Wrin Yojana " are as under :
ELIGIBILITY CRITERIA :
i) Student Eligibility
-> should be an Indian National.

-> Have secured admission in a course run by Industrial Training Institutes (ITIs), Polytechnics or in a school
recognized by central or State education Boards or in a college affiliated to recognized university, training partners
affiliated to National Skill Development Corporation (NSDC)/Sector Skill Councils, State Skill Mission, State Skill
Corporation, preferably leading to a certificate / diploma / degree issued by such organization as per National Skill
Qualification Framework (NSQF) is eligible for a Skilling Loan.
ii) Courses Eligible
Courses run by above mentioned Training Institutes aligned to National Skill Qualification Framework (NSQF)
shall be covered by the Skill Loan.
Minimum Age
There is no specific restriction with regard to the age of the student to be eligible for the loan. However, if the
student is a minor, while the parent executes documents for the loan, the Branch to obtain a letter of ratification from
him / her upon attaining majority.
QUANTUM OF FINANCE :
Loans will be in the range of Rs. 5,000/- to Rs. 150,000/-.

The estimated per month fees, based on sector & NSQF level, will be available with the NSDC. Skill loan could be
availed by beneficiaries of other grant/reward based Government schemes for skill training to cover the cost of such
skill training not covered under such grant/reward.
EXPENSES CONSIDERED FOR LOAN :
Tuition / course fee. Banks shall pay such tuition / course fee directly to the Training Institute
Any other reasonable expenditure found necessary for completion of the course including but not limited to
assessment fee, Examination fee, Library charges, Laboratory fee, Caution deposit, Purchase of books, equipments
and instruments (As such courses are localized boarding, lodging may not be necessary based on the cost of living in
the particular area. However, wherever it has been found necessary, the same could be considered on merit).
MARGIN :
Nominal margin money as down-payment from the student, to keep the student serious about the course. However,
the down-payment and the amount paid as Interest during the course together should not exceed 10% of the total
course amount.
RATE OF INTEREST :
For latest interest rate refer to latest HO guidelines.

Simple interest to be charged during the study period and upto commencement of repayment.
Note :
-> Servicing of interest during study period and moratorium period till commencement of repayment is optional for
students.
-> 1% interest concession may be provided if interest is serviced during the study period and subsequent moratorium
period prior to commencement of repayment.
PROCESSING CHARGES : Nil
SECURITY :
No security or third party guarantee to be taken. However, the parent will execute loan documents along with the
student borrower as joint borrower.
All the loan under the Scheme will be covered under Credit Guarantee Scheme managed & operated by National
Credit Guarantee Trust Company Ltd (NCGTC). Guarantee Fee @ 0.50% of the amount outstanding will be paid by
Bank.
MORATORIUM PERIOD :
Upon completion of the course, repayment will start after a moratorium period as indicated below :
-> For courses of duration upto 1 year : 6 months from the completion of the course.
-> For courses of duration above 1 year : 12 months from the completion of the course.
REPAYMENT :
The loan to be repaid after the moratorium period in Equated Monthly Instalments (EMIs) as follows :
Loans upto Rs.50,000/- : Upto 3 years

Loans between Rs.50,000/- : Upto 5 years
to Rs.1.00 lakh
Loans above Rs.1.00 lakh : Upto 7 years
INSURANCE
Optional at the requirement of the borrower.
PRE-PAYMENT :
The borrower can repay the loan any time after commencement of repayment without having to pay any pre-
payment charges.
OTHER TERMS & CONDITIONS :
All other terms and conditions as applicable to "IBA Model Skill Loan Scheme/Kaushal Wrin Yojana "
DENA PROFESSIONALS LOAN SCHEME FOR CA, CS AND CFA
If You are whole time practicing Chartered Accountants, Company Secretary and Chartered Financial Analyst, not
employed elsewhere who are income tax assessee for last two years are eligible:
Loan Amount
Minimum- Rs. 2.00 lakhs
Upto- Rs. 100 lakhs
(With a maximium of 20 % by way of Working Capital)
Nature of Limit
Term Loan /Demand Loan & Working capital
Margin
25% of Project Cost
Rate of Interest
Security :
Primary :
TL / DL & WC limit : Hypothecation of assets acquired out of the loan amount.
Equitable / Registered mortgage of immovable property
Collateral :
Wherever applicable loans to be covered under CGTMSE. Where borrowers opts for not covering the credit facility
under CGTMSE, adequate collateral security to be obtained as per banks extent Policy Guidelines
Process Fees
CC Hypothecation - 0.125 % + ST of sanction limit.
Term Loan - 0.25 % + ST of Sanction limit.
Supervision Charges : (one time)
Limit Supervision Charges

Up to Rs. 10 Lacs Rs. 1000/- + ST
Rs. 10 to 50 Lacs Rs. 2500/- + ST
Rs. 50 Lacs and above Rs. 5000/- + ST
Review / Renewal Charges

For TL: : Nil
For Working capital Limits :
At the time of review, review fees of 0.10% + ST of the outstanding amount
Repayment
CC limit / Non-fund based limit : To be reviewed on yearly basis
Term Loan : 10 years (maximum)
Prepayment charges
0.50% of Sanctioned Limit.
SERVICS
DEMAND DRAFTS
A demand draft is an unconditional order issued by one branch of a bank on another branch or its Head Office to pay
a certain sum of money to a certain person or to his order.
Issue of Demand Drafts
Demand drafts are issued against our Banks printed application form. It is important to see that all columns
in the form such as, amount, payee's name, commission, name and full address of the purchaser are
properly filled in and that the form is signed by the purchaser. Commission should be charged strictly
according to rates fixed by Head Office. The application for issuing a draft , in the case of the Government
Departments should be accompanied by a cheque duly signed by an official authorised to operate the
respective Department's account with that branch.
The amount of the draft plus our commission and service tax thereon can be tendered by the purchaser in
cash if the amount is below Rs.50,000/- . It can be tendered by a cheque drawn on the purchasers account
with the same branch or by authorising the branch to debit his/her account with them. In the last case,
purchaser should mention his own account number in the application form. His/her signature should be
verified and his/her account debited by a debit voucher. Drafts cannot be issued against clearing
cheques.
Permanent Account Number (PAN)

Any remittance of funds including commission and service tax thereon by way of Demand
drafts/NEFT/RTGS for an amount aggregating Rs.50000/- or more during any one day should be effected
only by debit to the customers account and not against cash payment. In such a case PAN number of the
applicant should invariably be obtained. If the applicant is a messenger/agent, the number of his
employer/principal should be mentioned. Corporate bodies are exempted from this requirement.
The application for issue of demand draft be verified to check that

(i) Amount and commission thereof written correctly.
(ii) Name and full address of the drawer and his/her/their account number are written correctly.
(iii) Amount of Rs. 50000/- or above is not accepted by cash. It is accepted only by debit to the
account.
(iv) In case of amount of Rs. 50000/- and above, Permanent Account Number issued by Income tax
Dept. is written in the column provided for. Officer should verify the number from original PAN
card or from the records available with the branch.
(v) The customer / purchaser has signed in full. In case of draft being issued by debit to the account,
his/her/their signature/s should be verified.
After verifying, the DD application should be duly initialed by the officer and be forwarded to cashier (in
case of cash receipt) or computer operator (in case of debit to the account). Appropriate stamp Received
cash or Transfer as the case may be should be affixed. Both counterfoils should be initialled by the
cashier and by an officer and the purchaser's counterfoil should be returned to him.
Accounting Procedure:
Practically, all related accounting entries are system driven as per regular FINACLE MENU.
The entry should be made in the System in remittance option, which will be authorized by the officer after
verifying the details fed in. Following accounting entry will be passed in the General Ledger:-
Dr. Partys account / Cash (as the case may be)
Cr. Demand Draft Account
Cr. Commission on DD/TT/MT
Cr. Service Tax
It must be ensured that the alpha series and number of the draft displayed by the system and the draft taken
for printing are matching. The draft should be printed legibly and neatly. In case the DD can not be printed
on machine, it may be hand written legibly and neatly using good dark ink or ball pen with preferably a
black refill. A reverse carbon should be placed beneath the draft form when printing/ writing, to prevent
subsequent chemical alteration. A cheque protectograph should also be used to emboss the amount and the
crossing. Branches where such a machine is not provided/available, should print/write the round amount of
the draft next to the words "Not OVER Rs. ....." in bold red letters. As an additional measure of precaution
a small piece of transparent sticker may be affixed over the space for the amount in figures after filling in
the amount.
The appropriate box denoting the denomination of the draft such as OT, TT, OL, TL., OC should
be punched. These letters indicate as under:
OT - Less than Rs. 1,000/- However, care should be exercised to ensure
that number 1 (one) is punched for all drafts up to Rs.99/-.
TT - Rs. 1,000/- and above but less than Rs. 10,000/-
OL - Rs. 10,000/- and above but less than Rs. 1 lakh
TL - Rs. 1 lakh and above but less than Rs. 10 lakhs
OC- Rs. 10 lakhs and above but less than Rs1 c r
If a purchaser wants a draft for Rs.1 cr or more, more than one draft will have to be issued. The appropriate
box containing the figures 1 to 9 (printed on the right hand side of the draft) should also be punched to
denote the first figure in the amount of the draft.
No blank spaces should have been left while printing/writing the draft in order to prevent subsequent
unauthorised additions. The amount in words and figures should have been so printed/written that no space
is left either in the beginning or in the end or in between the words and figures, for example-
Rupees One/thousand/two/hundred/thirty/four/paise/fifty/five/only Rs.1234/55.
This will make alteration of small amount to a higher amount impossible.

In our Bank, for drafts with an amount of Rs. 25000/- to less than Rs 10 lakhs and over Rs10 lakhs but
less than Rs 1 Cr , special high value series instruments called as High value Drafts are issued. On no
account, while issuing drafts for an amount of Rs. 25,000/- and over, the instruments with other than High
Value series will be used.
There should not be any alterations/corrections in the draft so that no scope is left for unauthorised
alterations at a later date. It is advisable to cancel a draft where an error has been committed in
printing/writing the draft and a fresh draft is printed. Care should be exercised to ensure that signature
portion of the cancelled draft is torn off and left hand numbered portion of the draft with notation
`cancelled is pinned with the draft application form/voucher. For high value drafts, the relative DD advice
should also be cancelled. Proper recording for the same be done in the Draft Issued Register.
It should be ensured that the rubber stamp of the issuing branch and its code number is affixed on the draft
in the places provided, on the draft, if there are not already pre-printed thereon.
The name of the specific branch on which the draft is drawn (and not merely the name of the centre) as well
as the code number of that branch should be mentioned in the spaces provided. Drafts drawn on a centre
where a Service Branch has been established should be drawn on the Service Branch only
In case of High Value drafts, draft advices are provided beneath the DD instrument in the DD block itself. It
is replica of the draft instrument on a simple paper. When the DD is issued, the DD advice should be
prepared simultaneously and duly signed with Power of Attorneys by the same officers who have signed
the draft.
The system maintains automatically details of each draft issued according to the serial number of the draft.
If any draft form is spoilt through error, the portion of the draft meant for the signatures of officers should
be torn off. The word "CANCELLED" should be written boldly across the face of the draft and in the
particulars slip at the end of the draft block. The cancelled draft should be pinned to the particulars slip.
The said draft should get cancelled in the system recording the reason as Torn/Spoilt while printing
The draft should be signed by two officers at least one of whom holds a power of attorney and whose
signature has been circulated to the branches. In branches having only one officer, he alone may sign.
These branches should affix the rubber stamp "ONE MAN BRANCH in bilingual form on the draft. The
power of attorney number with the prefix A/B/C as the case may be, should be clearly mentioned below
each signature preferably by means of a rubber stamp. The signature should be as per the specimen in the
bank's specimen signature book. The signature/s or any other matter should not impinge upon the space at
the bottom of the draft meant for the MICR code line.
The draft should be delivered to the applicant only after ensuring that the amount of the draft and
commission have been received either in cash or by debit to the account. Delivery of the draft should be
given after obtaining the signature of the applicant on the back of the draft application form and verifying it
with his signature on the form.
In general, the draft should be crossed as account payee

In case of High Value drafts i.e. Rs.25,000/- & above, a draft advice containing particulars of the draft
issued dispatched on the same day to the paying branch. Advices should bear the signature of officer/s and
their power of attorney numbers as in the case of the drafts.
Payment of Drafts
Payment of drafts can be made by a transfer entry or through clearing.
No branch at any centre where there is a Service Branch should pay drafts even if drawn on them. In case,
through oversight any draft is issued on a branch other than the Service Branch, at that centre, the draft
should be sent by the drawee branch to the Service Branch for payment.
If the draft is presented through clearing, the endorsement(s) and/or collecting bank's discharge
. should be properly scrutinized
In case of Account Payee instruments, Reserve Bank of India has prohibited the banks from collecting
account payee instruments for any person other than the payee constituent or crediting 'account payee'
cheque to the account of any person other than the payee named therein.
When any High Value Draft is presented for payment, it must be ensured that the instrument is printed /
written on the DD leaf meant for H.V. DDs and whether the relative draft advice has been received. If it has
been received, the details of the draft should be verified with the draft advice with regard to draft number,
amount, date and payee's name. The draft should bear the code number of the paying branch. If the advice
is not received, immediate confirmation should be obtained from the issuing branch by way of FAX, E-
Mail or over telephone. Care must be taken that the customer service is not hampered because of non-
receipt of the advice.
The signatures of the officers who have signed the draft should be verified with the specimens given in our
Bank's specimen signature book. The draft should be scrutinised by the passing officer to ensure that it is
genuine and that it contains all details as required by Head Office guidelines. The thickness of the paper
and printing and the size of the draft could be some guides for detecting bogus drafts.
The draft should be scrutinised under a ultra-violet ray lamp for possible chemical alterations.
It should be ensured that there is no intimation of the draft having been lost or stolen.
CAUTION/ALERT lists issued by Head Office from time to time should be referred to. In case of
doubt a quick reference should be made to the issuing branch to confirm its genuineness before
making payment.
The draft should be paid by debiting DD account. Necessary entry in the system be made. Entry
should be authorized by the officer after verifying the details. Following accounting entries will be
passed by the system.
Dr. DD Account
Cr. Partys A/c or Cash A/c (as the case may be)
CHECK LIST FOR ISSUING A DEMAND DRAFT AT A GLANCE:

ENSURE THAT:
1. Application form is filled in correctly and signed by the purchaser.
2. correct commission and service tax thereon as per rates laid down by Head Office is charged.
3. The amount of draft and commission have been received in cash or by debit to the purchaser's account.
4. The draft is correctly, completely and neatly printed / written and boxes for denomination are correctly
punched and the code numbers of the issuing and paying branches are printed / written in the appropriate
spaces.
5. The draft is signed by two officers of whom one has power of attorney (except one man branches ) and
power of attorney number is stated below the signature(s).
6. The Draft Advice in case of H.V. draft is prepared signed and dispatched on the same day.
7. The draft is delivered against the applicant's signature duly tallied with the signature on the application
form.
CHECK LIST FOR PAYING A DEMAND DRAFT AT A GLANCE:

ENSURE THAT:
1. The draft is drawn on your branch and bears the code number of your branch.
2. There is no intimation of loss of draft.
3. The payee is identified (for cash payment ) or endorsement(s) is/are in order (for transfer or clearing).
Remember that drafts for Rs 50,000/-or more cannot be paid in cash.
4. There are no chemical alterations (by placing draft under ultra-violet ray lamp).
5. The original/duplicate has not been paid earlier. If so, exercise caution.
PAY SLIPS / PAY ORDERS ( DISCONTINUED)
All the field functionaries should use online credit as a mode of payment (RTGS/NEFT payment), where online
credit is not possible, the Bank has decided to issue Demand Draft and discontinue the Pay Orders.
RTGS AND NEFT

Overview
The Reserve Bank of India (RBI) has introduced Real Time Gross Settlement (RTGS) System in 2004 & National
Electronic Funds Transfer (NEFT) System in 2005 as safe & secure electronic payment systems. These are accurate,
sure and quickest mode of money transfer from one bank to another through the banking channel within India.
RTGS allows settlement on real time basis (transfer is instantaneous) and each transaction is settled individually.
RTGS system allows customer requests for money transfer of Rs.2 Lakh and above (customer transactions, inter-
bank transactions, own account transfer etc). This product is targeted for high value payments.
NEFT is an electronic fund transfer that operates on a deferred net settlement (DNS) basis which settles transactions
in batches. In DNS, the settlement takes place at a particular point of time. NEFT system allows outward debits of
money transfer without any limits and this product is generally targeted for retail value payments.
NEFT system can be used to complement RTGS system i.e., in case of any problems in RTGS system, branches can
send/receive messages through NEFT system.
At present 161+ Banks are enabled for RTGS/NEFT facility and this facility is available at all our branches using.
HRTGS menu of the CBS.
The Bank has implemented RBI Payment Applications (NGRTGS & NEFT) which has the following components:
1. SFMS-MI Structured Financial Messaging System - Member Interface
2. SFMS Gateway
3. NEFT Module
Each bank branch in the system is identified by a Unique IFSC Code. Example: BKDN0461162 IFSC Code of
Dena Bank, Corporate Business Branch. Here 461162 is IBR Code of the Branch and 1162 is defined as SOL-ID in
CBS-Finacle.
2. Integration of RTGS / NEFT Interface with CBS System:
Bank has now integrated RTGS system with FINACLE for straight through processing (STP). Interface of NEFT
system with CBS System has also been done. Further, to the Bank provides a facility to customers to send their
requests for outgoing RTGS / NEFT messages through internet banking delivery channel.
SFMS system is interfaced with CBS-FINACLE using MQ which provides STP in real time mode and provides
better manageability for acknowledgements processing.
DENA - RTGS / NEFT SYSTEM SCHEME FOR DOMESTIC INTER-BANK / CUSTOMER FUNDS
TRANSFER/ REMITTANCE SYSTEM.
Credit to Beneficiary's Account on the Same Day
Safest and Secure Mode of Fund Transfer
Lower Remittance Charges
No Courier/Postal expenses as in the case of Demand Draft etc.
Money can be put to use by beneficiary on the same day
Through RTGS and NEFT Dena Banks customers can also receive remittances from their customers /
associates maintaining accounts with other Banks. i.e., instead of receiving payments by way of cheque / pay
orders / demand drafts etc., can receive funds through RTGS and NEFT system.
ELIGIBILITY:
Customers of Dena Banks RTGS and NEFT enabled branches can send remittances under DENA RTGS /
NEFT Scheme to any destination Bank / Branch that is registered with RBIs RTGS / NEFT system.
AMOUNT OF REMITTANCE:
RTGS:
Minimum amount of remittance under Customer Transaction through RTGS is Rs. 2 Lakh.
NEFT:
Any amount whole in Rupees (without minimum / maximum limits) can be remitted.
CREDIT TO BENFICIARYS ACCOUNT:

Credit to the Beneficiary Account will be given by Beneficiarys Banks Branch on the same day and in case
of holiday / after business hours, credit will be given on next business date.
WORKING OF THE SCHEME:
Submit the application form in a prescribed format (as per annexure) to RTGS / NEFT enabled Bank
Branch.
Mention Beneficiary Bank and Branch Name with Indian Financial System Code (IFSC) and Beneficiarys
Name, Account Type, Account Number and Amount to be remitted.
Message will be sent in electronic form in a highly secured manner through RTGS / NEFT System to
Beneficiary Banks Branch.
Credit to the Beneficiary Account will be given by Beneficiarys Banks Branch on the same day and in case
of holiday / after business hours, credit will be given on next business date.
TIMINGS
RTGS RTGS RTGS

FOR CUSTOMER FOR INTER BANK
TRANSACTION (R41) TRANSACTIONS (R42)
Regular days including FROM 8:00 AM TO 4:30 PM FROM 8:00 AM TO 7:45 PM
Saturdays, except Second
and Fourth Saturdays of
the Month
NEFT NEFT NEFT
Regular days including FROM 8:00 AM TO 7:00 PM NA
Saturdays, except Second
and Fourth Saturdays of
the Month
SERVICE CHARGES:
RTGS/NEFT Remittance Charges: Excluding Service Tax
Time varying RTGS charges w.e.f. 01.04.2016
Outward :
1. NEFT Money
Inward = NIL Upto Rs 1 Lac : NIL
transfer
Above Rs 1 lac & Upto Rs 2/- lac : Rs 15/- per transaction
Above Rs 2 lac : Rs 25/- per transaction
TRANSACTION TIME Transaction value Above Transaction
BLOCK Rs.2 lakhs upto Rs.5 Value Above
FROM TO lakhs Rs.5 lakhs
1 08.00 hours 11.00 hours Rs.25.00 Rs.50.00

2. RTGS Money
transfer
2 After 11.00 hours 13.00 hours Rs.27.00 Rs.52.00
3 After 13.00 hours 16.30 hours Rs.30.00 Rs.55.00
4 After 16.30 hours Rs.30.00 Rs.55.00
Service Tax to be charged to the above charges
Inward: NIL.
Upto Rs50000/- for noncustomers-Rs5/-+ Service Tax
SAFETY DEPOSIT VAULT
GENERAL
The facility of safe deposit lockers is one of the ancillary services offered by banks. In our bank too, several of our
branches have safe deposit vaults in which lockers of various sizes are hired out to customers and non-
customers. The vaults provide a safe place for keeping valuables at a very reasonable cost. Safe deposit
lockers are therefore, very popular.
Hirers of safe deposit lockers rely entirely on the bank for safe keeping of their valuables. It is for this reason that
the responsibility of the bank and of the staff manning the safe deposit vault is very great. All possible precautions
should, therefore, be taken to provide security to the hirers
SECURITY AND UPKEEP
The premises housing the safe deposit vault should be strongly built according to laid down specifications.
The safe deposit vault equipment should be purchased from only reputed manufacturers like Godrej.
In order to ensure protection from fire through a short circuit, the wiring in vault should be done in such a
way that electricity is supplied from the branch premises to the vault only through a plug-and-socket
arrangement. In order to close the door of the vault, the plug would have to be disconnected thus shutting
off power from the vault during the time the vault is closed.
Keys of the main door and the grill door of the vault should always be under dual control after office hours.
The vault should be opened and closed only in the presence of the Branch Manager/Accountant and
Custodian.
The vault should be inspected by the Branch Manager/Accountant and Custodian at opening time before
allowing hirers to operate lockers. At closing time the custodian should inspect the vault to ensure that
nothing is left behind. He should also ensure that lockers operated during the day are properly locked.
No unauthorised person should be allowed to enter the vault alone or with a hirer.
Each locker can be opened with the hirer's key jointly with the custodian's master key. Neither of these
keys used singly can open the locker.
For even greater security, the hirer at extra cost can get a special renter's lock fitted on his locker in addition
to the lock which is already fitted on the locker. The renter's lock can be opened only by the hirer himself.
A cabin should be provided to the hirer where he can examine the contents of his locker in privacy.
The vault premises should be clean and attractive. An insecticide should be sprayed regularly in the vault.
The inside of the lockers too may be sprayed at the request of the hirer.
Before the Locker is allotted to any Hirer , in compliance with RBI instructions, the BSR code of the
Branch should be got engraved on the KEY by taking the services of the supplier of the locker and
thereafter the Key be handed over after the formalities of hiring agreement etc is completed
It is advisable to keep as a standby emergency light, electric torch and/or candles handy for use
in the vault in case of power failure or to examine a locker when it is vacated.
GUIDELINES FOR THE CUSTODIAN
Get the vault cleaned before business hours under your supervision.
Adhere strictly to the timings of the Safe Deposit Vault. Do not allow operations either before or after the
business hours of the vault. Be polite but firm in following this, as well as all other rules of operation of
lockers.
When a hirer wants to operate a locker, verify whether the rent of the locker has been paid up to date.
While obtaining the hirer's signature in the attendance register, see that the other entries in the attendance
register are suitably covered up with a thick, opaque sheet of paper.
Ensure that when the hirer signs the attendance register, he mentions the correct time and locker number.
Verify the signatures of even known hirers. For illiterate hirers verify the identity from the photograph on
the specimen signature card.
In case of doubt, ask for the password.
Ensure that the locker is being operated as per the operating instructions given by the hirer(s).
Do not operate the master key without being absolutely certain about the locker number. Rather than
trusting your memory, write the locker number on a slip and carry it with you into the vault.
Do not handle the hirer's key or allow the master key to be handled by the hirer or by any other
unauthorised person. When leaving the vault even for a short while or at the end of the business hours,
deposit the master key without fail with the Branch Manager or a designated officer.
Keep an eye on the vault to ensure that the hirer does not stay away from his locker.
Do not permit the hirer to leave his locker open or to leave the key in the key hole of the locker.
At the close of business hours, check the vault for lockers left open or articles left behind by hirers through
oversight. Report such cases to the Branch Manager. Follow the laid down procedure for restoring the
articles to the owner.
Treat all matters with regard to the Safe Deposit Vault and the hirers as strictly confidential. Leave,
disclosure of information, where necessary, to the Branch Manager. Do not give information regarding
lockers over the telephone.
SAFE DEPOSIT VAULT

1 Hiring charges for Safe Deposit Lockers
2 Specimen of memorandum of hiring of locker (front & reverse)
3 letter of authority to operate the locker
4 Form SL-1
5 Form SL-1A
6 Form SL-2
7 Form SL-3
8 Form SL-3A
9 Draft of letter for adding the name of a hirer
10 Draft of letter from heirs of a deceased hirer, requesting the Bank for and
inventory of the contents of the locker
Form of inventory of contents of SDV Locker
11 11 where there is Nomination or survivorship clause .
11 A 11 A. where there is no nomination or survivorship clause
12 Declaration by Nominee for establishing identity
13 Advance notice of locker rent falling due
14 Reminder that locker rent has expired
16 Final notice to hirer before breaking open locker for arrears of rent
17 Form of Panchnama to be made when locker is broken open
18 Letter of hirer whose locker is found empty when broken open
19 Letter of hirer when locker is found to have some contents when broken open
20 Letter of request to break open locker
21 Proforma of statement of arrears of S.D.V. rentals (BR-RO-HY-4)
22 Letter of Indemnity
Application for Deceased claim when account has nomination or is a joint

account with survivor clause
23
24 Application for Deceased claim for cases other than Nomination / joint
account with survivor claus
ANNEXURE -1
SDV Locker Charges ( Service Tax as applicable will be charged extra)
Type of Metro/Urban/Semi urban Rural
locker
1YRS 2YRS 3YRS 1YRS 2YRS 3YRS
A 1000 1950 2900 700 1350 2000
B 1000 1950 2900 1000 1950 2900
C 2500 4900 7300 1320 2540 3760
D 2500 4900 7300 1320 2540 3760
E 2500 4900 7300 1850 3600 5350
F 3000 5850 8700 2000 3850 5700
G 3000 5850 8700 2000 3850 5700
H 3600 6950 10300 2640 5000 7650
H1 2500 4900 7300 1500 2900 4300
L 6000 11750 17500 3600 6950 10300
L1 6000 11750 17500 3240 6230 9220
TO ensure prompt payment of locker rent , At the time of allotment , Branch may obtain a fixed deposit which
would cover 3 years rent and the charges for breaking open the locker in case of an eventuality.
DEBIT CARD CREDIT CARD
DENA PLATINUM DEBIT CARD (RUPAY)
Benefits
=> Cash Withdrawal - Up to Rs. 50,000/- per day
=> Purchase at Merchant Establishments - Up to Rs. 2,00,000/- per day
=> Accidental Insurance - Rs.2,00,000/-
=> Fund Transfer - Up to Rs. 1,00,000/- per day
Charges
Card Type Joining Fee Annual Fee PIN Issuance of

from 2nd Year Regeneration Duplicate card
(irrespective of in case of
balance) loss/damage
RUPAY NIL 150.00 50.00 100.00
PLATINUM
INTERNATIONAL
# Service Tax will be applicable extra as per Govt Guidelines.
Eligibility criteria :
Average Quarterly Balance of Minimum Rs.10,000/- in Saving / Current Account.
Activation offer
Offers at merchants: Caf Coffee Day [Buy one get one cappuccino free]
Usage offers:
A. Cash Back offers
o Utility Cash back:

5% cash back on utility bill payments
Customer can make 1 or more transaction. However the cash back is capped at Rs. 50/month)
o Fuel surcharge Cash back:

Zero fuel surcharge (Up to 1% cash back on fuel, capped at Rs. 75/month)
Customer can make 1 or more transaction. However the cash back is capped at Rs. 75/month
Minimum transaction amount Rs. 300 o IRCTC
Rs. 25 off on train ticket bookings on irctc.in
Capped at 1 transaction a month Minimum eligible transaction amount Rs. 300
o Caf coffee Day 15% off on minimum billing of Rs. 300 & Above
B. List of value added services.
Insurance- Personal Accident Insurance(accidental death or permanent disablement) of Rs 2 Lacs
Lounge access- RuPay Platinum offers provides access to the participating lounge 2 times per Calendar qtr.
per Card in any of the 27 participating airport lounges. A nominal transaction of Rs 2(non-refundable) per
access will be charged to the card.
Concierge services- concierge reservation services will be available as a 24*7 service across India on best
effort basis.
The Services offered under the concierge service are detailed as under:
1. Gift delivery Assistance
2. Flower delivery Assistance
3. Restaurant referral and arrangement
4. Courier service Assistance
5. Car rental and Limousine referral and reservation assistance
6. Golf Reservation
7. Movie ticket sourcing Assistance
8. Car rental and sightseeing assistance
9. IT Return assessment and filling assistance
10. Investment Consultancy- Real estate, mutual funds, Equity, Debts, F & O
11. Insurance Consultancy- Life Insurance, General Insurance and Health Insurance
RuPay Platinum Debit card Concierge services can be availed in English or Hindi by Calling toll free
number - 1800-26-RUPAY(78729). Most of the services shall be on chargeable basis & cost shall be
communicated by the service provider at the time of placing the request. The above services can be used by a
cardholder multiple times.
Issue of Dena Platinum Debit Card (RuPay) subject to maintenance of average balance and other conditions.
DENA ATM SERVICES
Do's and Don'ts for ATM Operations
FAQs on ATMs
For ATM related Issues Please contact:

Toll Free: 18002336427
Email: atmcell@denabank.co.in
Dena Bank Debit cum ATM Card offers you an easy and convenient way to do all your transactions and that too
within a fraction of seconds.
Presently we have more than 1471* ATMs all across India and out of these ATMs, 24 ATMs with biometric
based identification features have been installed including 21 ATMs in four tribal blocks in the state of
Gujarat initiated by Development Support Agency of Gujarat Government (D-SAG).
*as of 31.01.2016
Dena Stree Shakti International Rupay Debit Card:
Features:
-> No Annual Fee for Dena Stree Shakti Rupay Card
-> Cash Withdrawl Rs 50000.00 per day
-> Shopping limit of Rs. 2.0 Lacs per day
-> 5% cash back on utility bill payments
-> Zero fuel surcharge*
-> IRCTC
>> Rs. 25 off on train ticket bookings on irctc.in per month on first transaction
>> Minimum eligible transaction amount Rs. 300
-> Caf coffee Day: 15% off on billing
-> 2 Free Airport Lounge access
-> Personal Accidental Insurance of Rs.2,00,000/-
*T&C applied as per Rupay/NPCI
Fee for Platinum / ATM / Insta / Debit cum ATM Card/ Gold Debit card
The revised charges are as under.
Card Type Joining Fee Annual Fee PIN Issuance of

from 2nd Year Regeneration Duplicate card
(irrespective of in case of
balance) loss/damage
RUPAY Nil 150.00 50.00 100.00
Platinum
International
Debit/Insta Nil 100.00 50.00 100.00
Gold 500.00 500.00 50.00 100.00
Kisan Nil Nil 50.00 100.00
Stree Shakti Nil Nil 50.00 100.00
Rupay
# Service Tax will be applicable extra as per Govt Guidelines.

These charges are subject to change from time to time.
Dena Bank offers the following types of cards:
1. Dena Insta Card (Un-named Debit Card)RuPay
This card can be used on Dena Bank & member Banks ATMs and POS Terminals in India. This card will be issued
at the counter along with the PIN. This card is also called as Un-named card as name of the card holder is not
printed on the card. Card verification value (CVV2) enabled cards (printed on back side of card) can be used for
purchase of goods on internet including e-ticketing.
2. Dena Debit cum ATM Card (Named Card)-RuPay
This card can be used on Dena Bank & member Banks ATMs and POS Terminals in India. Dena Debit cum ATM
card has name of the customer embossed on the Debit card. Card verification value (CVV2) enabled cards (printed
on back side of card) can be used for purchase of goods on internet including e-ticketing..
3.Dena Platinum Debit Card- RuPay
on back side of card) can be used for purchase of goods on internet including e-ticketing.
Eligibility criteria : Average Quarterly Balance of Minimum Rs.10,000/- for issuing RuPay Platinum Debit Cards
4.Dena RuPay KCC Debit cum ATM card for DKCC holder
This card can be used on Dena Bank & member Banks ATMs and can be used at POS Terminals in India.. Card has
name of the customer embossed on the Debit card.
5. Dena Stree Shakti International Rupay Debit Card:
Specially Designed Personlaised RuPay Debit Card for Accounts opened under Dena Stree Shakti Savings Scheme.
6. Dena Insta Card (Un-named Debit Card) VISA
This card can be used on Dena Bank & member Banks ATMs and POS Terminals in India. This card will be issued
at the counter along with the PIN. This card is also called as Un-named card as name of the card holder is not
printed on the card. Card verification value (CVV2) enabled cards (printed on back side of card) can be used for
purchase of goods on internet including e-ticketing. Click here to know more about Verified by VISA services
(VbV)..
7. Dena Debit cum ATM Card (Named Card)-VISA
on back side of card) can be used for purchase of goods on internet including e-ticketing.Click here to know more
about Verified by VISA services (VbV)
8. Dena EMV Chip Debit cum ATM Card (Named Card)
This card can be used on Dena Bank & member Banks ATMs and POS Terminals in India and abroad. Dena Debit
cum ATM card has name of the customer embossed on the Debit card. Card verification value (CVV2) enabled
cards (printed on back side of card) can be used for purchase of goods on internet including e-ticketing.Click here to
know more about Verified by VISA services (VbV).
9. Dena EMV Chip International Gold Debit Card
Dena International Gold Debit card offers higher cash withdrawal limit on ATM and higher transactions limit on
POS terminals. This card can be used on Dena Bank & member Banks ATMs and POS Terminals in India and
abroad. Card verification value (CVV2) enabled cards (printed on back side of card) can be used for purchase of
goods on internet including e-ticketing. Click here to know more about Verified by VISA services (VbV).
Procedure for availing Debit Card Facility
1.Contact your Branch.
2.If you dont have saving or Current Account, first open your account.
3.Get the Debit Card Application form from the Branch, fill it up and submit it to your Branch.
4.You will receive your Insta Debit Card & PIN (Personal Identification Number) at the time of submission of
the application form.
5.In case of named Debit Card,the card will be delivered to the customers residential address.The PIN will
have to be collected from the respective Branch.
6.The customer has to activate the Insta Debit card after 24 hours from the receipt of the card by withdrawing
cash from Dena Bank ATM.
Customer can perform following types of transactions:-
1. Cash withdrawal
2. Balance Enquiry
3. Mini statement
4. Fund Transfer
5. Prepaid Mobile Recharge
6. Verified by VISA transactions
The transaction limits for various types of cards are tabulated hereunder ( suggested to withdraw in multiple
transactions of 5000 each if large amount is needed , as some ATMs do not support withdrawal of full 20000
in one transaction ) :
Type of Card Cash Withdrawal Purchase at Accidental Fund Transfer

Merchant Insurance
Establishments
Dena Insta Card(RuPay) Up to Rs. 20,000/- Up to Rs. Rs.1,00,000/- Up to Rs.
per day 25000/- 1,00,000/- per day
per day
Dena Debit cum ATM Card Up to Rs. 20,000/- Up to Rs. Rs.1,00,000/- Up to Rs.
& Dena EMV Chip Debit cum per day 25000/- 1,00,000/- per day
ATM Card (RuPay) per day
Dena Platinum Debit Up to Rs. 50,000/- Up to Rs. Rs.2,00,000/- Up to Rs.
Card(RuPay) per day 2,00,000/- 1,00,000/- per day
per day
Dena RuPay KCC Debit cum Up to Rs. 5,000/- per Up to Rs. Nil Up to Rs.
ATM Card for DKCC day 1,000/- 1,00,000/- pe
holder (RuPay) per day
Dena ATM Card Up to Rs. 20,000/- Not Applicable Nil Up to Rs.
per day 1,00,000/- per day
Dena Insta Card(VISA) Up to Rs. 20,000/- Up to Rs. Nil Up to Rs.
per day 25000/- 1,00,000/- per day
per day
Dena Debit cum ATM Card Up to Rs. 20,000/- Up to Rs. Nil Up to Rs.
& Dena EMV Chip Debit cum per day 25000/- 1,00,000/- per day
ATM Card (VISA) per day
Dena EMV Chip International Up to Rs. 50,000/- Up to Rs. Nil Up to Rs.
Gold Debit Card(VISA) per day 1,50,000/- 1,00,000/- per day
per day
Note:
You can link multiple accounts at different branches of Dena Bank to a single ATM / Insta / Debit cum ATM
Card and Gold Card. The Account number of Debit cum ATM Card issuing branches will be the Primary
account number and account at other Cards issuing branches link to the same card will be the Secondary
account. Only primary account will be linked for POS and VbV transactions.
Free ATM Transactions and ATM Usage Charges
These charges are subject to change from time to time.
With effect from November 1,2014 ,number of Free ATM Transactions & ATM Usage charges will be as
under:
1. Our Customer using Other Bank ATMs
Being directives of RBI, the number of mandatory free ATM transactions for savings bank account
customers at other banks ATMs will be three transactions per month (inclusive of both financial and non-
financial transactions) for transactions done at the ATMs located in the six metro centres, viz. Mumbai, New
Delhi, Chennai, Kolkata, Bengaluru and Hyderabad.
Include areas of Navi Mumbai, Thane, Gurgaon, Noida, Faridabad, Ghaziabad, Howrah, North and South
24 Parganas along with the respective Metros.
At other locations i.e. other than the six metro centres mentioned above, the present facility of five free
transactions (inclusive of both financial and non-financial transactions) for savings bank account customers
shall remain unchanged.
Small / No frills / Basic Savings Bank Deposit/Financial Inclusion(PMJDY,DKCCaccount holders will

continue to enjoy five free transactions at Metro as well as Non Metro locations.
Irrespective of the location of ATMs, the total number of transactions(inclusive of financial and non
financial) free of charge at other bank ATMs would continue to remain at maximum FIVE.
2. Our Customer using Our ATM
Unlimited free transactions (inclusive of financial and non financial transactions) per month to all our
customers for use of own bank ATMs at all locations for the period of one year.
This policy for our customers at our ATM may be reviewed after one year based upon the analysis of usage
of our ATMs.
Dena Bank ATM Sharing Arrangement
Dena Banks Insta / Debit / Gold Cards can be used on the following ATM sharing networks. The member banks of
the multi-lateral sharing arrangements can be found in the respective websites of member Banks and networks.
1. Cash Tree ATM network. (www.cashtreeonline.com)
2. Cash net ATM network (www.cashnetindia.com)
3. Visa enabled ATM network
4. National Financial Switch (NFS) ATM Network (www.npci.org.in)
Format for filing Complaint for ATM transactions
As per the directive received from RBI, customers are requested to use the complaint form for lodging complaint for
ATM transactions Click here to download the complaint form in case your account is debited but cash not
dispensed.
Please submit the form to the branch that has issued the card.
Loss or Damage to the Card
In the event of loss or theft of your Dena Debit Card or for any kind of assistance related to ATM matter, please
contact us at Toll Free No. 1800-2336427/ 022-2676713
VERIFIED BY VISA SERIVES

What is Verified By Visa?
Verified by Visa is a new service that will let you use a personal password with your Dena Bank Visa card, giving
you added assurance that only you can use your Dena Bank Visa card to make purchases over the Internet. The
process is simple to use and secure:
To use the facility, you need to:
1. You need to have card with CVV2 printed on the backside of the card.
2. You need to register for Verified by Visa services.
Debit Card enabled for online purchases
Our debit cards are enabled for online purchase in case the cards are CVV2 enabled.CVV2 is the short form of Card
Verification Value, which is a three-digit number and is printed on the back side of debit card as shown hereunder.
Debit cards that are not CVV2 enabled cannot be used for online purchase .The customer needs to approach the
branch where the customer has the account for issuance of CVV2 enabled card. The customer would have the option
to avail INSTA card in lieu of debt card. In case the customer wants a named card, the new debit card will be issued
within two weeks.
Those debit cards that have CVV2 printed on the backside of the card requires an online registration process for
enabling them for online purchases.
As per the RBI guidelines SMS alert would be sent to the customer mobile equipment in case the amount transacted
is Rs. 5000/- and above.Customers who have provided the mobile number at the time of opening of the account
would receive alerts in case the amount transacted is Rs. 5000/- and above. In case the customer has not provided
the mobile number or the mobile number that is provided earlier has been changed, then the customer has to provide
the details in the format as prescribed in Registration Form.
The terms and conditions for alert facility is given under Dena Alerts Services section.
After that you can connect to the Internet and shop online using your Dena Bank Visa card. You don't need any
special software to use Verified by Visa software. Using this facility is as easy as using a PIN for ATM transactions.
RUPAY PAYSECURE SERVICES
What is RuPay PaySecure
RuPayPaySecure, the e-commerce solution from National Payments Corporation of India (NPCI) enables RuPay
cardholders to transact online. It not only provides a platform for online transactions but also gives the customers a
unique shopping experience. For details on what the solution is about and how to transact using your Dena Bank
RuPay card, read on.
1. Key Features
Highly secure
a. Enhanced security measures in addition to Two-Factor Authentication mandated by RBI

b. Anti-Phishing: Display of a pass phrase and bank themed (Looks exactly similar to the card that the customer is
holding) PIN pad
c. Protection against Data Logging: The pad shuffles each time a digit is entered as an additional security measure.
User friendly:The cardholder has to enter the ATM PIN, no need to remember additional PIN.
Enhanced User Interface
Faster transaction processing
2. RuPay PaySecure Registration
A. Inflight Registration
The cardholders can get themselves registered during a purchase transaction.

After performing a successful First-time/ Registration transaction, the cardholder gets automatically registered with
PaySecure.
B. Direct Registration on banks website
The cardholder can exclusively register without performing a transaction on the issuing banks website.
3. RuPay PaySecure Usage
A. First-time/ Registration transaction
It is mandatory for every cardholder to be registered with PaySecure to avail RuPay E-commerce services.
Cardholders will be authenticated by Dena Bank using OTP (One Time Password)for the first successful
transaction.
Cardholder will have to enter a phrase and select an image to register his RuPay card for online usage during his
first transaction on e-merchants website.
After image and phrase,valid ATM PIN will have to be entered on a scrambling PIN pad where the digits shuffle
after each digit selection for secure PIN entry. (Look of the pin pad page will be exactly similar to the design of the
physical card used by the cardholder)
Upon clicking Submit, the cardholder will be notified about the status of the transaction.
B. Subsequent transaction
In subsequent transactions, the cardholder will have to identify the correct registered image in order to get primary
validation and acknowledge the phrase on the PIN pad before entering the ATM PIN. This is an anti-phishing
measure.
In case the cardholder forgets or exceeds the number of attempts for image selection he/she can with re-register
immediately (to register new phrase and new image)or wait till next business day for card to be unblocked.
Cardholder is required to use a valid ATM PIN for authorization of the e-commerce transactions. Cardholder will
have to enter PIN on the bank themed scrambling PIN pad.
The cardholder will now be notified about the status of the transaction on submitting a valid PIN.
DENA BANK ONE CLICK PAYMENT FACILITY
To provide seamless mobile digital payments facility to customers, Bank has made operational Dena Bank One
Click Payment facility in association with Reliance JioMoney.
Customers will have ease of making digital payments like bill pay, IRCTC Railway Ticket booking, DTH & Mobile
recharge, Merchant Payments while shopping directly from their Dena Bank Operative Accounts.
Making direct payments from Jio-Money Wallet account is first of its kind using secure token authentication
between the Bank and the JioMoney platform, ensuring the highest level of security and safety of customer account
details.
The users are not required to load the JioMoney wallet and therefore the specified monthly limit of INR 20,000 for
pre-paid wallets is not applicable.
Salient features:
Customer can make payments across all JioMoney accepting Merchants

Customer need not remember account details for day to day payments
Secure OTP authenticated payments
Recharge, Pay Bills, Book Railway Tickets or Pay at shops
Customer need not refill wallet and can make payment directly from his Dena Bank Account
Bank customers can use JioMoney ecosystem and enjoy various offers and benefits offered that also
includes at local shops and merchants. Dena Bank Customer will have the advantage of accessing these
benefits through Dena Bank Payment option without loading his Jiomoney wallet.
How it works:
Download the JioMoney Wallet App from GooglePay Store (Android) to set user profile, password and MPIN for
using JioMoney App.
After installation of the JioMoney app, customer can link his Dena Bank account through Debit Card validation.
Once registration process completes, customer will be able to make the payments/purchases directly from his Dena
Bank Account.
How to link Bank Account for one click payment facility:
To use Dena Bank Payment Option facility, a customer requires:
An active Dena bank Debit Card

Dena Bank Account No.
Download the Dena Bank 1-Click Payment facility manual video
This is a unique tie-up of Dena Bank with JioMoney Wallet wherein customers are facilitated to make payment
directly through Dena Bank account on real time basis. User needs to enter only OTP while making payment
towards any items listed with the JioMoney.
The facility is expected to bring convenience to the Dena Bank customers for making mobile digital payments and
take advantage of the JioMoney product benefits. Moreover, it will encourage customers to opt for digital payment
channels since it is direct payment through Dena Bank Account.
For support queries please write to:
Dena Bank: 1800-233-6427 / denamconnect@denabank.co.in

Jio Money: 1800-891-9999 / care@jiomoney.com
DENA E TRADE (ONLINE TRADING IN SHARES)
Dena Bank brings Stock Market at your door step. Investment and trade in shares was never so fast , easy,
transparent and hassle free. The customers can trade in the shares from the comfort of their homes and offices.
DENA e TRADE provides facilities to the customers of the Bank to trade in securities in tie up with reputed
brokers. Under the facility customer maintains SB/CA account and Demat account with Dena Bank . Trading
account will be with the Broker with whom the Bank will have tie up. Without the customers visiting the Bank the
funds/ securities are transferred to the funds and securities account of the customers of the Bank on the payout day.
Please click here to visit Karvy Stock Broking Limited.

Customer Help line 18002002799
Please click here to download Salient Features of DENA e TRADE
DENA SMS ALERT SERVICES

"Alerts" are messages that are sent to the customer in form of SMS on occurrence of events. Through this service,
an SMS is automatically sent to the customers when a certain event happens (defined by the Bank.
S.No. Alert Category Alert Type
1. One Time Password (OTP) Registration of third party beneficiary
Funds Transfer (Third Party within bank & NEFT /
RTGS), bill payments
Setting of intenet banking passwords for new as well

as existing registered users.
2. Delivery Channels Any financial transaction done through ATM and
Point of Sale Terminal.
Any financial transaction done through mobile &

internet banking.
Internet Banking user activated / enabled / disabled

3. Branch Transactions For all customer induced transactions like cash
deposits / withdrawals / clearing credit / debits /
RTGS / NEFT
EMI alerts 7 days before / 7 / 14 days after due date.
Term deposit renewal before 7 days.
Alert to the customer if he exceeds the DP / limit

sanctioned from his CC / OD account.
Cheque returned
BIBLIOGRAPHY
MANUAL OF INSTRUCTION
WWW.DENABANK.COM

Project Report On (Customer Operations in Dena Bank at Shreenagar, Thane)

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PROJECT REPORT ON

(CUSTOMER OPERATIONS IN DENA BANK AT SHREENAGAR, THANE)

(SAUJANYA PRAVIN MOKASHI)

FOR THE DEGREE OF

THE MASTERS OF MANAGEMENT STUDIES

UNDER THE GUIDANCE OF

PROF. GANGADHARAN MANI

SIR M VISVESVARAYA INSTITUTE OF MANAGEMENT STUDIES &

WADALA (WEST), MUMBAI 400 031

Myself, Saujanya P. Mokashi, studying in the Second Year of Masters of

I would like to express my gratitude and sincere thanks to my Project Guide

SR.NO INDEX PAGE NO

2 ABOUT BANK 4-5

5 LOANS NAD 16-39

Dena Bank has been the first Bank to introduce:

DENA BANK will provide its

Customers - premier financial services of great value,

Staff - positive work environment and opportunity for

DENA BANK will emerge as the

BANK TYPE :- PUBLIC

INDUSTRY :- Banking, Financial Services

FOUNDED :- 26 May 1938; 79 years ago

HEADQUARTERS :- Mumbai, Maharashtra

KEY PEOPLE :- Ashwani Kumar(Chairman and Managing Director)

PRODUCTS :- consumer banking, corporate banking, finance and insurance, investment

OWNER:- Government of India

NUMBER OF EMPLOYEES :- 13,906(2016)

CAPITAL RATIO :- 11.00% (2016)

KYC Documents Requirement

[As per RBI Master Circular DBOD.AML.BC.No.22/14.01.001/20145-15 dt. July 1, 2014

and Amendment to PMLA (Maintenance of Records) Rule 2013]

A.Account of Individuals (Proof of identity and/or address)

Voter's Identity Card

Valid Driving Licence

i)Simplified measures for Small Account

Identity card with applicant's photograph issued by Central/State Government Departments,

A Small Account is one where,

A Small Account can be opened only by providing:-

ii)Accounts of Minor customers

iii)Accounts of NRI customers

Valid Passport and Residence proof of abroad

B.Account of Proprietary Concern

Registration certificate (in the case of a registered concern).

Sales and Income Tax Returns

C.Accounts of partnership firms

Memorandum & Articles of Association

An officially valid document in respect of managers, officers or employees holding an attorney

E.Accounts of trusts & foundations

F.Accounts of Unincorporated Association or Body of Individuals

Resolution of the managing body of such association or body of individuals

Power of attorney granted to him to transact on its behalf

G.Hindu Undivided Family (HUF)

Declaration from the Karta.

Proof of Identification of Karta.

Identity of the adult coparceners

PREMIUM SAVING BANK SCHEME :-

Minimum Balance and Charges

Savings Account with cheque book facility quarterly average balance:

i) Metro / Urban/ `. 1000/- , Semi Urban/Rural- `.500/-

ii)Pensioner / Ex Staff NIL

Savings Account without cheque book facility quarterly average balance:

i) Metro / Urban/ `. 500/- , Semi Urban/Rural:--Nil

Charges for not maintaining quarterly minimum balance