Fair Practice Code for
Credit Card Operations:

1. Preamble
    About this Code
    1.2 In this Code, 'you' denotes the credit card customer and 'we' Standard          Chartered Bank. The standards of the Code are governed by the four key          commitments detailed in section 2. Unless stated otherwise, all parts of this          Code apply to all the credit card products and services, whether we provide          them across the counter, over the phone, on the internet or by any other          method.
         Commitments outlined in this Code are applicable under normal operating          environment. In the event of force majeure, we may not be able to fulfill the          commitments under this Code.

2. Key Commitments
    We promise to:
    2.1 Act fairly and reasonably in all our dealings with you by:
          meeting the commitments and standards in this Code, for the products and            services we offer, and in the procedures and practices our staff/agents follow           making sure our products and services meet relevant laws and regulations           ensuring that our dealings with you will rest on ethical principles of integrity            and transparency.
          not engaging in any unlawful or unethical consumer practice. Credit Card-1            is a plastic card with a credit facility, which allows you to pay for goods and            services or to withdraw cash.
    2.2 Help you to understand how our credit card products and services work by          giving you the following information in a simple language:
          what are the benefits to you
          how you can avail of the benefits
          what are their financial implications
          whom you can contact for addressing your queries and how
    2.3 Deal quickly and effectively with your queries and complaints by:
          offering channels for you to route your queries
          listening to you patiently
          accepting our mistakes, if any
          correcting mistakes / implementing changes to address your queries
          communicating our response to you promptly
          telling you how to take your complaint forward if you are not satisfied with            the response
    2.4 Publicize this Code, by making it available for public access on our website           and make copies available for you on request.

3. Information
(To help you to choose products and services, which meet your needs)
    3.1 Before you become a credit card customer, we will:
          give you information explaining the key features of our credit card products            including applicable fees and charges.
          advise you what information/documentation we need from you to enable us            to issue credit card to you. We will also, advise you what documentation we            need from you with respect to your identity, address, employment etc.,            and any other document that may be stipulated by statutory authorities            (e.g. PAN details), in order to comply with legal and regulatory                     requirements.
          verify the details mentioned by you in the credit card application by            contacting you on your residence and / or business telephone numbers and            /or physically visiting your residence and/or business addresses through             agencies appointed by us for this purpose, if deemed necessary by us.
    3.2 While you apply for credit card, we will explain the relevant terms and           conditions such as fees and interest charges, billing and payment, renewal           and termination procedures and any other information that you may require to           operate the card.
    3.3 We will advise you of our targeted turn around time while you are availing /          applying for a product / service.
    3.4 We will send a service guide/member booklet giving detailed terms and           conditions, interest and charges applicable and other relevant information           with respect to usage of your credit card along with your first credit card.
    3.5 We will advise you our contact details such as contact telephone numbers,           postal address, website/e-mail address to enable you to contact us whenever           you need to.
    3.6 If you do not recognize a transaction, which appears on your credit card            statement, we will give you more details if you ask us. In some cases, we            may need you to give us confirmation or evidence that you have not            authorized a transaction.
     3.7 We will inform you, through our service guide / member booklet of the losses           on your account that you may be liable if your card is lost / misused.

4. Tariff (Fees / Charges /Interest)
    4.1 You can find our schedule of common fees and charges (including interest                rates) by:
          referring to the service guide/member booklet
          calling up on customer service numbers
          visiting our website; or
          asking our designated staff.
    4.2 When you become a customer, we will provide you information on the interest          rates applicable on your credit card and we will charge the same to your          credit card account, if applicable.
    4.3 If you ask us, we will explain how we apply interest to your account.
     Changes in our tariff
    4.4 When we change our tariff (interest rate or other fees/charges) on our credit           card products, we will update the information on our telephone help-line           /website.

5. Marketing Ethics
    5.1 Field Personnel
         Our sales representatives will identify themselves when they approach you for          selling card products. We have prescribed a code of conduct for our Direct          Selling Agents (DSAs) whose services we may avail to market credit card          products. In the event of receipt of any complaint from you that our          representative has engaged in any improper conduct, we shall take          appropriate steps to redress the complaint.
    5.2 Telemarketing
          If ur telemarketing staff/agents contact you over phone for selling any of our           credit card products or with any cross sell offer, the caller will identify himself           /herself and advise you that he/she is calling on our behalf.

6. Issuance of Credit Card / PIN
    6.1 We will dispatch your credit card only to the mailing address mentioned by          you through courier / post. Alternatively, we shall deliver your credit card at          our branches which maintain your banking account(s) under due intimation to          you.
    6.2 We may also issue deactivated (not ready to use) credit card if we consider          your profile appropriate for issuing credit card and such deactivated card will          become active only after your acceptance of the same.
   6.3 PIN (personal identification number) whenever allotted, will be sent to you          separately.

7. Account Operations
     Credit card statements
    7.1 To help you manage your credit card account and check details of          purchases/cash drawings using the credit card, we will offer you a facility to          receive credit card transaction details either via monthly mail or through the          internet. Credit card statement will be dispatched on a predetermined date of          every month which will be notified to you.
     7.2 In the event of non-receipt of this information, we expect you to with us so          that we can arrange to resend the details to enable you to make the payment          and highlight exception, if any in a timely manner.
     7.3 We will let you know / notify changes in schedule of fees and charges and          terms and conditions. Normally, changes (other than interest rates and those          which are a result of regulatory requirements) will be made with prospective          effect giving notice of at least one month.
     Protecting your account
      7.4 We will advise you what you can do to protect your credit card from misuse.       7.5 In the event your credit card has been lost or stolen, or that someone else           knows your PIN or other security information, we will, on your notifying us,           take immediate steps to try to prevent these from being misused, subject to           operating regulations and law in force.
     Processing activities at our end
      7.6  We may allow processing of credit cards related activities including           operations and cross selling to third party agencies that we consider           appropriate for these purposes.

8. Confidentiality of Account Details
      8.1 We will treat all your personal information as private and confidential (even           when you are no longer a customer). We will not reveal transaction details of           your accounts to a third party, including entities in our group, other than in           the following four exceptional cases when we are allowed to do:
           if we have to give the information by law
           if there is a duty towards the public to reveal the information
           if our interests require us to give the information (for example, to prevent             fraud) but we will not use this as a reason for giving information about you or             your accounts (including your name and address) to anyone else, including             other companies in our group, for marketing purposes· If you ask us to             reveal the information, or if we have your permission to provide such             information to our group/associate/entities or companies when we have tie             -up arrangements for providing other financial service products.

9. Collection of dues
    Our bank's dues collection policy is built on courtesy, fair treatment and     persuasion. We believe in fostering customer confidence and long-term     relationship. Our staff or any person authorized to represent us in collection of     dues or/and security repossession will identify himself/herself and interact with     you in a civil manner. We will provide you with all the information regarding dues     and will give sufficient notice for payment of dues. Our staff/agents are governed     by Model Code for Collection of Dues and Repossession of Security issued by     Indian Banks' Association.

10.Redressal of Grievances
    10.1 Redressal of your complaints internally· We have a Grievance Redressal             Cell/Department/Center within the organization. If you want to make a             complaint, we will tell you how to do this and what to do if you are not             happy about the outcome. Our staff will help you with any queries you             have. Our complaint handling procedure is displayed on our website. The             timeframe for responding to your complaints and escalation process etc.,             are also displayed on the website.
       10.2 Banking Ombudsman Service and other avenues for redressal Within 60             days of lodging a complaint with us, if you do not get a satisfactory             response from us and you wish to pursue other avenues for redressal of             grievances, you may approach Banking Ombudsman appointed by Reserve             Bank of India under Banking Ombudsman Scheme 2002.

11. Termination of Credit Card
       11.1 You may terminate your credit card by giving notice to us and by following             the procedure laid down by us in our service guide/ member booklet after             clearing outstanding dues, if any.
     11.2 We may terminate your credit card, if in our opinion, you are in breach of             the cardholder agreement.

12. Feedback and Suggestions
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