RESERVE BANK OF INDIA (RBI)

DEPARTMENT OF CURRENCY MANAGEMENT

CITIZENS' CHARTER

1. Objective of the Citizens' Charter

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

2. Services Available at RBI Issue Offices

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

3. Names of RBI Offices which provide exchange facilities

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

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

Members of the general public can also get their notes exchanged into coins using the coin
dispensers installed in the banking halls of the Reserve Bank's Regional Offices.
5. Exchange of soiled and mutilated notes and coins at the Bank's public counters

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

(a) Exchange soiled notes. A note which has become limp or which has developed minor
cuts due to wear and tear or which is disfigured by oil, colour, ink, etc. will be treated as
soiled note. To facilitate easy exchange, notes which have been divided vertically through or
near the centre with numbers intact are also treated as soiled notes. Notes on which
political or religious slogans are written are not exchangeable under any circumstances.
(b) Exchange mutilated notes. A mutilated note is a note of which a portion is missing or a
note which is composed of pieces, provided that the note presented is not less than half of
the area of the note and that, if the note is composed of a note joined together, each piece
is, in the opinion of the 'Prescribed Officer' [as defined in the RBI (Note Refund) Rules]
identifiable as part of the same note.
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The RBI (Note Refund) Rules, 1975 (as amended upto 1980) are posted on the RBI
Website http://www.rbi.org.in under the Head "Publications" and Sub-Head "Occasional
Publications".

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

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

by Post

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

7. General Conditions of Service

(i) The exchange facility over the Bank's counters is available during the business hours of
the respective Regional Office and is free of cost.
(ii) The serial numbers of counters where exchange facility is made available at each Office
are displayed at the banking hall of each Office of the Bank.
(iii) Mutilated/cut notes in closed covers are received in Triple Lock Receptacle upto one
hour after the close of normal business hours.
(iv) The mutilated/cut notes are exchanged by the Bank as of grace under the Reserve Bank
of India (Note Refund) Rules. When the mutilated/cut note is not found payable under the
Rules, the same is rejected and rejection advice issued to the tenderer. The rejected note is
retained by the bank and destroyed after four months.
(v) Notes/coins which are found to have been forged/ counterfeited are impounded and no
value thereof is paid. Such notes/coins are retained by the Bank after issue of advice to the
tenderer.
(vi) The security features of the bank notes issued by RBI are furnished as information to
members of the public in the Bank's website http://www.rbi.org.in/currency/banknotes.html
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(vii) In case any member of the public faces any difficulty in getting the above exchange
facilities at any RBI Offices or is asked for any bribe, he may record a complaint in the
complaint book/register maintained at the enquiry counter of the Regional Office or bring it
to the notice of the in-charge of the Issue Department of the respective RBI Office. The
designation and addresses of the in-charges are furnished in the Annexure.
(xiv) The staff and officers of the Reserve Bank will treat each member of the public with
courtesy and consideration. The staff will be helpful and will attend promptly to the
customer's enquiries and complaints.

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

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

9. Suggestion/Comment
In case any member of the public has any suggestion/comment to offer in regard to the
Citizens' Charter, he may write to the Chief General Manager, Department of Currency
Management, Reserve Bank of India, Central Office, Shahid Bhagat Singh Marg, Mumbai -
400 001.
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ANNEXURE

Addresses of RBI Issue Offices and their Jurisdiction

Sl.
No. Name and address of RBI Office Jurisdiction
1. The General Manager The State of Gujarat and
Reserve Bank of India, Issue Department Union Territories of Dadra
2nd Floor, Near Gandhi Bridge and Nagar Haveli and Daman
Ahmedabad 380 014. and Diu
2. The General Manager The State of Karnataka
Reserve Bank of India, Issue Department
10/3/8, Nrupathunga Road,
Bangalore – 560 001.
3. The Deputy General Manager The State of Orissa.
Reserve Bank of India, Issue Department
Pt. Jawahar Lal Nehru Marg, Post Box No. 16,
Bhubaneswar – 751 001
4. The General Manager Greater Mumbai i.e. Mumbai
Reserve Bank of India, Issue Department island and the suburban
Main Building, Shahid Bhagat Singh Marg, district (roughly south of a line
Fort, Mumbai – 400 001. connecting Dahisar and
Mulund on the Western and
Central Railways
respectively)
5. The Deputy General Manager The State of Madhya Pradesh
Reserve Bank of India, Issue Department,
Hoshangabad Road,
Post Box No. 32,
Bhopal 462 011.
6. The Deputy General Manager The districts of Ahmednagar,
Reserve Bank of India, Issue Department Kolhapur, Nasik, Pune,
Plot No. 3, Sector 10, Raigad, Ratnagiri, Sangli,
H.H. Nirmala Devi Marg, Satara, Sindhudurg, Solapur,
CBD, Belapur, and Thane in the State of
Navi Mumbai – 400 614. Maharashtra and the State of
Goa.
7. The Deputy General Manager The States of Haryana,
Reserve Bank of India, Issue Department Himachal Pradesh, Punjab
Central Vista, Opposite Telephone Bhavan, and the Union territory of
Sector 17, Chandigarh – 160 017. Chandigarh
8. The General Manager State of Tamil Nadu and the
Reserve Bank of India, Issue Department Union Territory of
Fort Glacis No. 16, Rajaji Salai, Pondicherry.
Post Box No. 40,
Chennai – 600 001.
9. The General Manager The States of Assam,
Reserve Bank of India, Issue Department Arunachal Pradesh, Manipur,
Station Road, Panbazar, Meghalaya , Mizoram,
Post Box No. 120, Guwahati – 781 001. Nagaland and Tripura
10. The General Manager The State of Andhra Pradesh
Issue Department
Reserve Bank of India
6-1-65, Secretariat Road, Saifabad,
Hyderabad – 500 004.
11. The Deputy General Manager The State of Jammu and
Reserve Bank of India, Issue Department Kashmir
Rail Head Complex,
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Sl.
No. Name and address of RBI Office Jurisdiction
Jammu – 180 012.
12. The General Manager The State of Rajasthan
Issue Department
Reserve Bank of India
Rambaug Circle, Tonk Road, Post Box No.12,
Jaipur – 302 004.
13. The General Manager The State of Uttar Pradesh
Issue Department and Uttaranchal
Reserve Bank of India
M.G. Marg, Post Box No. 82/142
Kanpur – 208001.
14. The General Manager The States of Sikkim, West
Issue Department Bengal and the Union
Reserve Bank of India Territory of the Andaman &
Post Bag No. 49 Nicobar islands
Kolkata – 700 001.
15. The General Manager The State of Chattisgarh and
Reserve Bank of India, Issue Department the districts of Akola,
Main Office Building, Amaravati, Aurangabad,
Dr. Raghvendra Rao Road, Post Box No. 15, Beed, Bhandara, Buldhana,
Civil Lines, Nagpur – 440 001. Chandrapur, Dhule,
Gadchiroli, Hingoli, Jalgaon,
Jalna, Latur, Nagpur,
Nanded, Osmanabad,
Parbhani, Wardha, Yavatmal
in the State of Maharashtra.
16. The General Manager The State of Delhi
Reserve Bank of India, Issue Department
6, Sansad Marg,
New Delhi – 110 001.
17. The Deputy General Manager
Reserve Bank of India, The State of Bihar and
Issue Department, Jharkhand
South Gandhi Maidan
Post Box No. 162
Patna – 800 001.
18. The Deputy General Manager The State of Kerala and the
Reserve Bank of India, Union Territory of
Issue Department, Lakshdweep
Bakery Junction,
Post Box No. – 6507,
Thiruvananthapuram – 695 033.