Before you become a customer, we will:

• give you information explaining the key features of the services and products you are interested in
• tell you what information we need from you to prove your identity and address in order to comply with legal and regulatory requirements, and

Once you have chosen an account or service, we will tell you how it works.

When you open a single account or a joint account, we will give you information on your rights and responsibilities.

You can find out about our interest rates by:

• calling our branch;
• looking at our website; or
• asking our designated staff.

When you become a customer, we will give you information on the interest rates which apply to your accounts and the periodicity of payment of interest. In case of loan accounts you will be given the relevant information relating to the interest rates.

We will explain how we apply interest to your account.

If we offer you an overdraft, or an increase in your existing overdraft limit, we will tell you if your overdraft is repayable on demand or otherwise.

Wherever possible, reasons for rejection of loans will be conveyed to you.

When we change the interest rates on our products, we will update the information on our website.

At the time of opening of the account, we will inform you of the rate at which interest is paid on your savings deposits, how it is calculated and its periodicity.

When you become a customer, we will give you details of any charges applicable to the products chosen by you.

You can also find out about our charges by asking our staff at the branch or by looking at our website.

If we increase any of these charges or introduce a new charge, you will be notified before the revised charges are implemented.

We will tell you the charge for any other service or product before we provide that service or product, and at any time you want such information.

When you become a customer or accept a product for the first time, we will give you the relevant terms and conditions for the service you have asked us to provide.

Changes to Terms and Conditions

When you become a customer, we will tell/notify you about changes to terms and conditions through a separate communication, or through our statement of accounts or the Bank's Website.

Normally, changes in your account facility, if any, will be made with prospective effect and with adequate notice. If the changes are to your disadvantage, you may close the account at any time up to two months from the date of the notice without having to pay any extra charges or interest for doing this.

We will make sure that all advertising and promotional material is clear, fair, reasonable and not misleading.

We will seek your specific consent for giving details of your name and address to any third party, including other entities in our group, for marketing purposes.

We would like to provide you with the entire range of financial services and products. Some of the products offered could be from our associaties / group companies or companies with whom we have specific arrangements. We will inform you, if you so desire, of the third party products marketed at our branch.

We might enter into arrangements with third party service providers for marketing our products. We will however tell you about our associate / group entities or companies having business tie-up arrangements with us if you so desire.

To help you manage your operative account [Savings / Checking / Overdraft] and check entries on it, we will give you account statements at regular intervals.

Savings Bank & Current account statements are directly sent to customers address at monthly intervals. No statements are sent to customers for term deposit accounts.

The Bank at its discretion and with your concurrence may send statement of accounts through e-mal. Do check with the branch in case you need such services.

You should count notes and ensure correctness before leaving the cash counter.

The branch may have restrictions on certain cash transactions and you are advised to check with the branch before contemplating any large cash transactions.

If you want to transfer money, we will give you:

• a description of the services and how to use them time involved in the remittance of funds and the reasons for possible delays
• the exchange rate applied when converting to another currency, and
• details of any commission or charges which you will have to pay.

If money is transferred to your bank account from abroad, we will tell you the original amount received and charges, if any at our end.

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 cases:

• Information revealed part of the outsourcing arrangement:
  • Axis Bank, Hong Kong Branch has outsourcing arrangements with Axis Bank, India. The details are given below:
  • The Head Office of AXIS Bank Ltd. (AXIS Bank), having its place of business in India and carrying on the business of banking in India as licensed under the applicable laws and regulations of India, has decided to implement the system to integrate and centrally manage and process the back office operations of its overseas branches, including AXIS Bank Ltd., Hong Kong, at the head office level in India.
  • In implementing the outsourcing system the Hong Kong Branch of the Bank and AXIS Bank have entered into a Master Service Level Agreement (the "Agreement" which includes such agreement as from time to time amended and varied) which, provides that customers' data confidentiality under the Personal Data (Privacy) Ordinance and Hong Kong's common law on customer secrecy shall be recognized and protected.
• If we have to give the information by law
• If there is a duty towards the public to reveal the information
• 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.

Please make sure you let us know as soon as possible when you change your:

• Name
• Address
• Phone number or
• e-mail address [if this is how we communicate with you].

We recommend that you check your statement regularly. If there is an entry, which seems to be wrong, you should tell us as soon as possible so that we can sort it out.

If we need to investigate a transaction on your account you should co-operate with us and any other authority, if we need to involve them.

Taking care of your cheques and other security information is essential to help prevent fraud and protect your accounts. Please make sure that you follow the advice given below:

• Do not keep your cheque book which will be accessible by unauthorized persons
• Do not keep the blank cheque leaves signed
• Do not allow anyone else to use your password or other security information
• Always learn your password and other security information and destroy the notice as soon as you receive it
• Never write down or record your password or other security information
• Always take reasonable steps to keep your cheque book in your personal custody and your password and other security information secret at all times
• Never give your account details password or other security information to anyone unless you know who they are and why they need them.

if you are paying a cheque into a bank account, always write on the cheque the name of the account holder [ABC Bank Account - XYZ]. You should draw a line through unused space on the cheque so unauthorized person cannot add extra numbers or names.

Ignore any e-mail asking for your password or account number.

What to do if you lose your chequebook, or if someone else knows your password?
It is essential that you send a written communication to us immediately if you suspect or discover that:

• your cheque book has been lost or stolen or
• someone else knows your password or other security information.

If you want to cancel a payment or series of payments you have authorised, you should do the following:

• To stop payment of a cheque or cancel standing instruction given, you must tell us in writing
• To cancel a direct debit, you can inform the originator of the direct debit

We will always put our customers first and treat your feedback with the utmost importance. In order to improve our services and fulfill our role as your right partner, we would like to know more about your needs and hear your feedback.

Please provide feedback on our services. Your suggestions will help us to improve our services. Such suggestions / feedback may be sent to customercarehk@axisbank.com

The complaint can be about:

• Any aspect of the services provided by the branch
• The behaviour and decision of the staff
• Practices, Policies and Procedures

Any customer can make the complaint

• A customer can make a complaint to the branch either through letter, telephone, facsimile, email, or verbally in person to the Complaint Handling Officer.
• The customer should endeavor to provide the following basic information in the complaint
  • Name, address and other contact details like e-mail id, phone/mobile numbers etc
  • The relevant account details viz., account number, nature/type of account
  • Details and nature of the complaint
  • Reasons of making the complaints
  • Name of the staff member with whom the customer was dealing with
  • Copies of supporting documents, if necessary

The details of the Branch Complaint Handling Officer along with their e-mail IDs are given below:

Mr. Akshaya Kumar Panda
Chief Executive Officer
Axis Bank Ltd.
Hong Kong Branch
Room No.805 - 809
Alexandra House,
18 Chater Road,
Central Hong Kong

Tel No. : 00852-36564000

Fax No : 00852- 2522 7821

Email : complaintshk@axisbank.com

Complaint Handling Officer will receive and resolve the complaint within 7 working days from the date of receipt.

The levels for resolution and escalation of unresolved complaints is as under:

• Level One - The complaints will be resolved by the Complaint Handling Officer within 7 working days from the date of receipt.
• Level Two - In case the complaint remains unresolved after 7 working days or is unsatisfactorily resolved, the customer has the option to escalate the complaint to the President, International Banking Department at the Central Office,by mailing to cib.co@axisbank.com, who will arrange to resolve the complaint within 10 working days from the date of receipt.
  The customer has the option of escalating the unresolved or unsatisfactory resolved complaints to the Chief Compliance Officer at Central office after expiry of 10 working days by mailing to cco@axisbank.com
  
• Level Three - In case the customer is not satisfied with the final resolution, the customer may consider escalating the complaint to the local statutory body/regulator. In such a situation the branch would provide to the relevant local authority the complete details of the complaint including the investigation details and the related documents.

• If unsatisfied with the resolution by the branch, the customer can escalate complaint to the President, International Banking Department at the Central Office by emailing to cib.co@axisbank.com
• President, International Banking Department at the Central Office will arrange to resolve the complaint with in 10 working days
• The customer has the option of escalating the unresolved or unsatisfactory resolved complaints to the Chief Compliance Officer at Central Office after expiry of 10 working days by emailing to cco@axisbank.com
• In case the customer is not satisfied with the outcome of resolution, the customer may consider escalating the complaint to the local, statutory body/regulator