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Showing posts with label improve customer convenience. Show all posts
Showing posts with label improve customer convenience. Show all posts

Friday, 22 September 2017

07:48

State Bank Of Intelligent Assistant -Chatbot

State Bank Of Intelligent Assistant -Chatbot 
STATE BANK OF India (SBI) has enabled a chatbot to field queries on the bank's retail products from visitors to its website. Named SBI Intelligent Assistant (SIA), the bot responds to customer inquiries on home loans, education loans, car loans, personal loans, recurring deposits and term deposits. Chatbots are digital robots that can carry on a conversation through audio or text.
Mrutyunjay Mahapatra, Deputy MD and Chief Information officer at SBI, told FE that the decision to introduce a chatbot was taken as it was felt that navigating the website could be a bit of a task for a customer. “Most of the time, customer touch points with the bank are for three things — sales, service and enquiry,” Mahapatra said, adding,
“We found that for enquiry and navigation, a customer has to navigate quite a bit or go to call centres, where the agent may not be fully knowledgeable.” The chatbot was developed by Allincall, a start-up backed by IIT Bombay, and uses machine learning and bot experience to respond to customer queries.




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Monday, 18 September 2017

07:55

State Bank Of India reviewing minimum balance charges for savings accounts

State Bank Of India reviewing minimum balance charges for savings accounts
In rural areas, the monthly average balance requirement has been kept at Rs 1,000. Any shortfall in maintaining minimum balance in rural areas can attract penalty in the range of Rs 20 to Rs 50 plus GST
State Bank of India (SBI) said it is reviewing charges for certain categories of accounts for non-maintenance of monthly average balance (MAB) after receiving feedback from customers. In April this year, the country’s largest lender reintroduced charges on non-maintenance of monthly average balance (MAB) after a gap of five years. “We have received feedback from our customers on the issue and we are reviewing those. The bank will take into account those and make an informed decision,” the banks managing director (national banking group) Rajnish Kumar told PTI.
“We will internally debate whether any moderation for certain categories of customers like senior citizens and students needs to be done anywhere. The charges are never cast in iron.” As per the list of revised charges of SBI, failure to maintain monthly average balance in accounts will attract penalty of up to Rs 100 plus goods and services tax (GST). In metropolitan areas, there will be a charge of Rs 100 plus GST, if the balance falls below 75 per cent of the MAB of Rs 5,000. If the shortfall is 50 per cent or less of the MAB, then the bank will charge Rs 50 plus GST.
In rural areas, the monthly average balance requirement has been kept at Rs 1,000. Any shortfall in maintaining minimum balance in rural areas can attract penalty in the range of Rs 20 to Rs 50 plus GST. Kumar said the bank has over 40 crore savings bank accounts, which includes 13 crore of Basic Savings Bank Deposit (BSBD) and Pradhan Mantri Jan-Dhan Yojana (PMJDY) accounts. The bank has exempted BSBD and PMJDY accounts from maintaining the minimum balance requirement. Out of the 27 crore normal savings bank accounts, nearly 15-20 per cent are those where customers are not maintaining monthly average balance.

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Wednesday, 12 July 2017

09:08

State Bank Of India has set its sights on being one of the world’s top 10 global digital banks.

State Bank Of India has set its sights on being one of the world’s top 10 global digital banks.
How SBI CTO Shiv Kumar Bhasin is driving digital transformation
SBI has set its sights on being one of the world’s top 10 global digital banks.
How do you get a 200- year- old stodgy bank to reinvent itself to keep pace with the digital era?
That's a question you ought to ask Shiv Kumar Bhasin.
As the CTO of SBI, Bhasin is infusing digital techno
logies into the infrastructure and operations of the bank. Ask Bhasin about the enormity of the task at hand and he will tell you at its no walk in the park.
It surely isn't.
The first thing that springs to mind when you think of the State Bank of India, is its sheer scale and size. SBI has over 550 million customers and more than 750 million accounts. It has 25,000 branches, 57,000+ ATMs and 500,000 PoS machines. It accounts for 30 percent of the Indian debit card market and around 45 percent of the transaction volumes of debit cards go through its payment gateways. SBI has 40 million Internet banking and 30 million mobile banking customers. From the balance sheet perspective, it is at the 45th position among global bank.
That probably explains why SBI is the big daddy of India's banking industry. Besides, it has set its sights on being one of the world's top 10 global digital banks. And when a banking behemoth with such a formidable presence and stronghold, goes into a digital overdrive, the process is nothing short of an organizational rebirth.
Bhasin knows this only too well. "A transformation of this magnitude is possible only through reimagination. The exercise of reimagining our business processes and operations cannot be an annual or quarterly target. It has to be an ongoing journey. In the digital era, the cycle of transformation is getting compressed because we customer experience is changing so fast. We have to transform our business processes in terms of customer service, workforce environment, and agile methodologies," he states.
To a certain degree, every bank is now a technology company with a banking license. It has to view its business models through the lens of digital technologies. And rightly so. An infusion of digital technologies is a sure cure to shaking off lumbering legacy systems of the staid but solid SBI.
"IT has come to play such an important role in our digital transformation that business and IT are now closely intertwined," he concedes.
Digitally empowered workforce
With customer experience being the touchstone of success is the digital era, SBI wants its employees to move closerr to customers. So, the people on the front lines need to be vested with the knowledge and awareness of the digital strategy of the bank.
"The workforce has to be digitally enabled and digitally aware. We will impart the digital services to our customers through the various touchpoints and the workforce has to be clued in on these services," he confesses.
Bhasin is orchestrating a robust enterprise mobility management program to facilitate this.
The bank seen a considerable adoption of SBI Workspace, a comprehensive solution which provides secure access to internal applications and resources such as staff facing mobile and tablet applications, intranet applications, email, documents collaboration and other staff collaboration tools etc. 12,300 mobile devices have been enrolled in SBI Workspace since its launch on March 8 2017.
The mobility solution has helped SBI realize a plethora of benefits. it has improved user satisfaction, increased employee productivity, promoted a self-service culture for internal IT services and facilitated faster onboarding of employees and third parties.
In a unique attempt to boost workforce productivity, SBI has launched one of its biggest digital employee empowerment measures enabling its staff to work from home. SBI's enterprise mobility management program sets the tone for its recently launched 'Work from Home' policy.
"We use mobile computing technologies and exercise continuous control over all the enabled devices centrally to manage and secure the data and applications on the mobile devices. We will use carefully designed MIS and dashboard to enable improvements in work from home approach," he says.
In recast mode
SBI has also created a digital platform called SBI Digi Bank. The platform has three pillars- a financial superstore, an online marketplace and a digital bank for an end to end digitization for all products and services.
"This is a step towards creating branchless banking where all transactions will be done with the help of apps, internet banking, and mobile banking. It will be an omnichannel, one-device digital bank which will be available to both new and existing customers. The digital-only bank will be paperless, device-agnostic, will use the Aadhar infrastructure for not only onboard customers but also provide them services online." he says
The bank is trying to reach its digital customer through its 257 sbiInTouch digital branches. SBI InTouch is the bank's state-of-the-art Digital Branch which facilitates instant opening of accounts, printing, and issue of the personalized debit card, and expert advice on investment through video conference. The bank is working towards removing the use of paper from its branches for end-to-end digitization.
"We are also focusing on making our network connectivity robust. Unlike many of the private banks that are urban-centric, we have a presence in deep and remote geographies. This mandates that before we go all out with digital initiatives, our platforms must be in high availability mode. So it's important to transform the entire platform bringing in intelligent networking technology that straddles across platforms like cloud and WiFi. We need scalable networking technology where concurrency can go up to even 20,000 transactions per second. We have recently improved our network bandwidth from 64 Kbps to 2 Mbps link. We plan to increase the network strength from 8 to 10 Mbps which will bring it on par with several other global banks," he says.
In a major breakthrough, the bank is playing a lead role in bringing lenders and tech companies together for using blockchain technology to share information among banks which will eventually help prevent frauds and tackle bad loans.
"The Bank chain initiative is in partnership with IBM, Microsoft, Skylark, KPMG and 10 commercial banks. We have also tied up with a startup firm Prime chain Technologies for this exercise.We are experimenting with credit finance, consortium information sharing and to help prevent frauds and tackle bad loans. We are also working with IIT Kharagpur and Mumbai to carry out research on the potential of the blockchain," he informs.
To enhance workforce productivity the bank is also looking at deploying software robotics in its back office to automate processes and redeploy branch staff to its salesforce.
"These initiatives are notable in the run- up to the digital transformation of SBI," Bhasin signs off.

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Monday, 10 July 2017

08:06

Customer Protection – Limiting Liability of Customers in Unauthorised Electronic Banking Transactions -Reserve Bank Of India

Customer Protection – Limiting Liability of Customers in Unauthorised Electronic Banking Transactions -Reserve Bank Of India
Customer Protection – Limiting Liability of Customers in Unauthorised Electronic Banking Transactions
RBI/2017-18/15
DBR.No.Leg.BC.78/09.07.005/2017-18
July 6, 2017
All Scheduled Commercial Banks (including RRBs)
All Small Finance Banks and Payments Banks
Dear Sir/ Madam,
Customer Protection – Limiting Liability of Customers in Unauthorised Electronic Banking Transactions
Please refer to our circular DBOD.Leg.BC.86/09.07.007/2001-02 dated April 8, 2002 regarding reversal of erroneous debits arising from fraudulent or other transactions.
2. With the increased thrust on financial inclusion and customer protection and considering the recent surge in customer grievances relating to unauthorised transactions resulting in debits to their accounts/ cards, the criteria for determining the customer liability in these circumstances have been reviewed. The revised directions in this regard are set out below.
Strengthening of systems and procedures
3. Broadly, the electronic banking transactions can be divided into two categories:
i. Remote/ online payment transactions (transactions that do not require physical payment instruments to be presented at the point of transactions e.g. internet banking, mobile banking, card not present (CNP) transactions), Pre-paid Payment Instruments (PPI), and
ii.Face-to-face/ proximity payment transactions (transactions which require the physical payment instrument such as a card or mobile phone to be present at the point of transaction e.g. ATM, POS, etc.)
4. The systems and procedures in banks must be designed to make customers feel safe about carrying out electronic banking transactions. To achieve this, banks must put in place:
i. appropriate systems and procedures to ensure safety and security of electronic banking transactions carried out by customers;
ii. robust and dynamic fraud detection and prevention mechanism;
iii. mechanism to assess the risks (for example, gaps in the bank’s existing systems) resulting from unauthorised transactions and measure the liabilities arising out of such events;
iv.appropriate measures to mitigate the risks and protect themselves against the liabilities arising therefrom; and
v.a system of continually and repeatedly advising customers on how to protect themselves from electronic banking and payments related fraud.
Reporting of unauthorised transactions by customers to banks
5. Banks must ask their customers to mandatorily register for SMS alerts and wherever available register for e-mail alerts, for electronic banking transactions. The SMS alerts shall mandatorily be sent to the customers, while email alerts may be sent, wherever registered. The customers must be advised to notify their bank of any unauthorised electronic banking transaction at the earliest after the occurrence of such transaction, and informed that the longer the time taken to notify the bank, the higher will be the risk of loss to the bank/ customer. To facilitate this, banks must provide customers with 24x7 access through multiple channels (at a minimum, via website, phone banking, SMS, e-mail, IVR, a dedicated toll-free helpline, reporting to home branch, etc.) for reporting unauthorised transactions that have taken place and/ or loss or theft of payment instrument such as card, etc. Banks shall also enable customers to instantly respond by "Reply" to the SMS and e-mail alerts and the customers should not be required to search for a web page or an e-mail address to notify the objection, if any. Further, a direct link for lodging the complaints, with specific option to report unauthorised electronic transactions shall be provided by banks on home page of their website. The loss/ fraud reporting system shall also ensure that immediate response (including auto response) is sent to the customers acknowledging the complaint along with the registered complaint number. The communication systems used by banks to send alerts and receive their responses thereto must record the time and date of delivery of the message and receipt of customer’s response, if any, to them. This shall be important in determining the extent of a customer’s liability. The banks may not offer facility of electronic transactions, other than ATM cash withdrawals, to customers who do not provide mobile numbers to the bank. On receipt of report of an unauthorised transaction from the customer, banks must take immediate steps to prevent further unauthorised transactions in the account.
Limited Liability of a Customer
(a) Zero Liability of a Customer
6. A customer’s entitlement to zero liability shall arise where the unauthorised transaction occurs in the following events:
i.  Contributory fraud/ negligence/ deficiency on the part of the bank (irrespective of whether or not the transaction is reported by the customer).
ii. Third party breach where the deficiency lies neither with the bank nor with the customer but lies elsewhere in the system, and the customer notifies the bank within three working days of receiving the communication from the bank regarding the unauthorised transaction.
(b) Limited Liability of a Customer
7. A customer shall be liable for the loss occurring due to unauthorised transactions in the following cases:
i.In cases where the loss is due to negligence by a customer, such as where he has shared the payment credentials, the customer will bear the entire loss until he reports the unauthorised transaction to the bank. Any loss occurring after the reporting of the unauthorised transaction shall be borne by the bank.
ii.In cases where the responsibility for the unauthorised electronic banking transaction lies neither with the bank nor with the customer, but lies elsewhere in the system and when there is a delay (of four to seven working days after receiving the communication from the bank) on the part of the customer in notifying the bank of such a transaction, the per transaction liability of the customer shall be limited to the transaction value or the amount mentioned in Table 1, whichever is lower.
Table 1
Maximum Liability of a Customer under paragraph 7 (ii)
Type of Account
Maximum liability
(₹)
• BSBD Accounts
5,000
• All other SB accounts
• Pre-paid Payment Instruments and Gift Cards
• Current/ Cash Credit/ Overdraft Accounts of MSMEs
• Current Accounts/ Cash Credit/ Overdraft Accounts of Individuals with annual average balance (during 365 days preceding the incidence of fraud)/ limit up to Rs.25 lakh
• Credit cards with limit up to Rs.5 lakh
10,000
• All other Current/ Cash Credit/ Overdraft Accounts
• Credit cards with limit above Rs.5 lakh
25,000
Further, if the delay in reporting is beyond seven working days, the customer liability shall be determined as per the bank’s Board approved policy. Banks shall provide the details of their policy in regard to customers’ liability formulated in pursuance of these directions at the time of opening the accounts. Banks shall also display their approved policy in public domain for wider dissemination. The existing customers must also be individually informed about the bank’s policy.
8. Overall liability of the customer in third party breaches, as detailed in paragraph 6 (ii) and paragraph 7 (ii) above, where the deficiency lies neither with the bank nor with the customer but lies elsewhere in the system, is summarised in the Table 2:
Table 2
Summary of Customer’s Liability
Time taken to report the fraudulent transaction from the date of receiving the communication
Customer’s liability (₹)
Within 3 working days
Zero liability
Within 4 to 7 working days
The transaction value or the amount mentioned in Table 1, whichever is lower
Beyond 7 working days
As per bank’s Board approved policy
The number of working days mentioned in Table 2 shall be counted as per the working schedule of the home branch of the customer excluding the date of receiving the communication.
Reversal Timeline for Zero Liability/ Limited Liability of customer
9. On being notified by the customer, the bank shall credit (shadow reversal) the amount involved in the unauthorised electronic transaction to the customer’s account within 10 working days from the date of such notification by the customer (without waiting for settlement of insurance claim, if any). Banks may also at their discretion decide to waive off any customer liability in case of unauthorised electronic banking transactions even in cases of customer negligence. The credit shall be value dated to be as of the date of the unauthorised transaction.
10. Further, banks shall ensure that:
i. a complaint is resolved and liability of the customer, if any, established within such time, as may be specified in the bank’s Board approved policy, but not exceeding 90 days from the date of receipt of the complaint, and the customer is compensated as per provisions of paragraphs 6 to 9 above;
ii. where it is unable to resolve the complaint or determine the customer liability, if any, within 90 days, the compensation as prescribed in paragraphs 6 to 9 is paid to the customer; and
iii.        in case of debit card/ bank account, the customer does not suffer loss of interest, and in case of credit card, the customer does not bear any additional burden of interest.
Board Approved Policy for Customer Protection
11.Taking into account the risks arising out of unauthorised debits to customer accounts owing to customer negligence/ bank negligence/ banking system frauds/ third party breaches, banks need to clearly define the rights and obligations of customers in case of unauthorised transactions in specified scenarios. Banks shall formulate/ revise their customer relations policy, with approval of their Boards, to cover aspects of customer protection, including the mechanism of creating customer awareness on the risks and responsibilities involved in electronic banking transactions and customer liability in such cases of unauthorised electronic banking transactions. The policy must be transparent, non-discriminatory and should stipulate the mechanism of compensating the customers for the unauthorised electronic banking transactions and also prescribe the timelines for effecting such compensation keeping in view the instructions contained in paragraph 10 above. The policy shall be displayed on the bank’s website along with the details of grievance handling/ escalation procedure. The instructions contained in this circular shall be incorporated in the policy.
Burden of Proof
12. The burden of proving customer liability in case of unauthorised electronic banking transactions shall lie on the bank.
Reporting and Monitoring Requirements
13. The banks shall put in place a suitable mechanism and structure for the reporting of the customer liability cases to the Board or one of its Committees. The reporting shall, inter alia, include volume/ number of cases and the aggregate value involved and distribution across various categories of cases viz., card present transactions, card not present transactions, internet banking, mobile banking, ATM transactions, etc. The Standing Committee on Customer Service in each bank shall periodically review the unauthorised electronic banking transactions reported by customers or otherwise, as also the action taken thereon, the functioning of the grievance redress mechanism and take appropriate measures to improve the systems and procedures. All such transactions shall be reviewed by the bank’s internal auditors.
14. The instructions contained in this circular supersede some of the instructions contained in our Master Circular DBR.No.FSD.BC.18/24.01.009/2015-16 dated July 1, 2015 on Credit Card, Debit Card and Rupee Denominated Co-branded Pre-paid Card Operations of Banks and Credit card issuing NBFCs as detailed in the Annex.
Yours faithfully,
(Prakash Baliarsingh)
Chief General Manager

Annex
Instructions in our Master Circular on Credit Card, Debit Card and Rupee Denominated Co-branded Pre-paid Card Operations of Banks and Credit card issuing NBFCs (DBR.No.FSD.BC.18/24.01.009/2015-16 dated July 1, 2015) which stand revised in respect of Scheduled Commercial Banks
Sr. No.
Existing Instructions
Revised instructions in this circular (Para No.)

Para No.
Instructions

1
I.14.1
Banks/ NBFCs should set up internal control systems to combat frauds and actively participate in fraud prevention committees/ task forces which formulate laws to prevent frauds and take proactive fraud control and enforcement measures.
4
2
II.7.(viii)(c)
7. Terms and conditions for issue of cards to customers:
(viii) (c) The terms shall put the cardholder under an obligation to notify the bank immediately after becoming aware:
- of the loss or theft or copying of the card or the means which enable it to be used;
- of the recording on the cardholder’s account of any unauthorised transaction; and
- of any error or other irregularity in the maintaining of that account by the bank.
5
3
II.7.(viii)(d)
(viii) (d): The terms shall specify a contact point to which such notification can be made. Such notification can be made at any time of the day or night.
5
4
II.7.(x)
The terms shall specify that the bank shall be responsible for direct losses incurred by a cardholder due to a system malfunction directly within the bank’s control. However, the bank shall not be held liable for any loss caused by a technical breakdown of the payment system if the breakdown of the system was recognizable for the cardholder by a message on the display of the device or otherwise known. The responsibility of the bank for the non-execution or defective execution of the transaction is limited to the principal sum and the loss of interest subject to the provisions of the law governing the terms.
6 & 7
5
II.9.(i)
The bank shall ensure full security of the debit card. The security of the debit card shall be the responsibility of the bank and the losses incurred by any party on account of breach of security or failure of the security mechanism shall be borne by the bank.
4, 6 & 7
6
II.9.(iv)
iv) The cardholder shall bear the loss sustained up to the time of notification to the bank of any loss, theft or copying of the card but only up to a certain limit (of fixed amount or a percentage of the transaction agreed upon in advance between the cardholder and the bank), except where the cardholder acted fraudulently, knowingly or with extreme negligence.
6 & 7
7
II.9.(v)
Each bank shall provide means whereby his customers may at any time of the day or night notify the loss, theft or copying of their payment devices.
5
8
II.9.(vi)
On receipt of notification of the loss, theft or copying of the card, the bank shall take all action open to it to stop any further use of the card.
5

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Sunday, 23 April 2017

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Monday, 10 April 2017

07:00

CHEQUE RETURN:WHY AND KNOW THE REASON

CHEQUE RETURN:WHY AND KNOW THE REASON 

REASON FOR RETURN
CODE NO.
REASON FOR RETURN
(01-03)
Funds
01
Funds insufficient
02
Exceeds arrangement
03
Effects not cleared, present again.
(04-05)
Reference to Drawer
04
Refer to drawer
05
Kindly contact Drawer/Drawee Bank and please present again.
(10-17)
Signature
10
Drawer's signature incomplete
11
Drawer's signature illegible
12
Drawer's signature differs
13
Drawer's signature required
14
Drawer's signature not as per mandate
15
Drawer's signature to operate account not received
16
Drawer's authority to operate account not received
17
Alteration requires drawer's authentication
(20-29)
Stop Payment
20
Payment stopped by drawer
21
Payment stopped by attachment order
22
Payment stopped by court order
23
Withdrawal stopped owing to death of account holder
24
Withdrawal stopped owing to lunacy of account holder
25
Withdrawal stopped owing to insolvency of account holder
(30-42)
Instrument
30
Instrument post dated
31
Instrument out dated/stale
32
Instrument undated/ without proper date
33
Instrument mutilated; requires Bank's guarantee
34
Cheque irregularly drawn/ amount in words and figures differs
35
Clearing House stamp/ date required
36
Wrongly delivered/ Not drawn on us
37
Present in proper zone
38
Instrument contains extraneous matter
39
Image not clear, present again with paper
40
Present with document
41
Item listed twice
42
Paper not received
(50-55)
Account
50
Account closed
51
Account transferred to another branch
52
No such account
53
Title of account required
54
Title of account wrong/ incomplete
55
Account blocked (situation covered in 21-25)
(60-68)
Crossing/Endorsement
60
Crossed to two banks
61
Crossing stamp not cancelled
62
Clearing stamp not cancelled
63
Instrument specially crossed to another bank
64
Amount in protective crossing incorrect
65
Amount in protective crossing required/illegible
66
Payee's endorsement required
67
Payee's endorsement irregular / requires collecting bank's confirmation
68
Endorsement by mark/ thumb impression requires attestation by Magistrate with seal
(70-76)
RBI /Government
70
Advice not received
71
Amount / Name differs on advice
72
Drawee bank's fund with sponsor bank insufficient
73
Payee's separate discharge to bank required
74
Not payable till 1st proximo
75
Pay order/ cheque requires counter signature
76
Required information not legible/ correct
(80-92)
Miscellaneous
80
Bank's certificate ambiguous/ incomplete/ required
81
Draft lost by issuing office/ confirmation required from issuing office
82
Bank/Branch blocked
83
Digital Certificate Validation failure
84
Other reasons-connectivity failure
85
Alterations on instrument- Other than "Date" field (Alteration/correction on instruments are prohibited under Cheque Truncation System. Return reason code applicable to instruments presented in CTS)
86
Fake/Forged/Stolen-draft/cheque/cash order/interest warrant/dividend warrant
87
‘Payee's a/c credited'- Stamp required
88
Other reasons (Please specify)
92
Bank Excluded


Illustrative but not exhaustive list of objections where customers are not at fault
(Applicable for instrument and image-based Cheque Clearing as detailed in Annexure D to Uniform Regulations and Rules for Bankers' Clearing Houses)
Code No.
Reason for Return
33
Instrument mutilated; requires bank's guarantee
35
Clearing House stamp/date required
36
Wrongly delivered/ not drawn on us
37
Present in proper zone
38
Instrument contains extraneous matter
39
Image not clear ; present again with paper
40
Present with document
41
Item listed twice
42
Paper not received
60
Crossed to two banks
61
Crossing stamp not cancelled
62
Clearing stamp not cancelled
63
Instrument specially crossed to another bank
67
Payee's endorsement irregular/ requires collecting bank's confirmation
68
Endorsement by mark/ thumb impression requires attestation by Magistrate with seal
70
Advice not received
71
Amount/ Name differs on advice
72
Drawee bank's fund with sponsor bank insufficient(applicable to sub-members)
73
Payee's separate discharge to bank required
74
Not payable till 1st proximo
75
Pay order/cheque requires counter signature
76
Required information not legible/correct
80
Bank's certificate ambiguous/ incomplete/required
81
Draft lost by issuing office; confirmation required from issuing office
82
Bank/ Branch blocked
83
Digital Certificate validation failure
84
Other reasons-connectivity failure
87
‘Payee's a/c Credited'-Stamp required
92
Bank excluded

Source:SBI


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