UCO Bank



1 Corporate Identity Number (CIN) of the Company Not applicoable
2 Name of the Company UCO BANK
3 Registered address 10, B.T.M. Sarani, Kolkata - 700 001
4 Website www.ucobank.com
5 E-mail id hosgr.calcutta@ucobank.co.in
6 Financial Year reported 2018-19
7 Sector(s) that the Company is engaged in (industrial activity code-wise) UCO Bank is established under Banking Companies (Acquisition & Transfer of Undertakings) Act, 1970. UCO Bank with a network of 3086 branches spread across the country, participate actively in the growth of all segments of the economy - Agriculture, Industry, Trade & Commerce, Service Sector, Infrastructure Sector etc., with a mission to achieve sustained growth of business and profitability and fulfilling socio-economic obligations with excellence in customer service by making use of state-of-the-art technology and skilled human resources.
8 List three key products/services that the Company manufactures/provides UCO Bank is engaged in providing wide range of banking and financial services including Retail Banking, Corporate Banking and Treasury Operations.
9 Total number of locations where business activity is undertaken by the Company
  1. Number of International Locations
  2. Number of National Locations
As on 31.03.2019, UCO Bank has a net-work of 3086 branches spread across India and 2 overseas branches situated at Hong Kong and Singapore centres.
10 Markets served by the Company - Local/State/National/International UCO Bank has clients in National and International locations.


1. Paid up Capital Rs. 5423.39 crores
2. Total Turnover (INR) : Rs.317479.79 Crores
3. Total Loss after taxes (INR) : Rs. 4321 Crore
4. Total Spending on Corporate Social Responsibility (CSR) as percentage of profit after tax (%) Rs. 5.18 Crore
5. List of activities in which expenditure in 4 above has been incurred : Bank took up several activities under Corporate Social Responsibility. Few of the activities are listed under Principle 8.


1. Does the Company have any Subsidiary Company/Companies? NO
2 Do the Subsidiary Company/Companies participate in the BR Initiatives of the parent company? If yes, then indicate the number of such subsidiary company (s): Not Applicable
3 Do any other entity/entities (e.g. suppliers, distributors etc.) that the Company does business with, participate in the BR initiatives of the Company? If yes, then indicate the percentage of such entity/entities? (Less than 30%, 30-60%, More than 60%): NO


1. Details of Director/Directors responsible for BR

  1. Details of the Director/Directors responsible for implementation of the BR Policy/Policies.
    • Name : Shri Charan Singh
    • Designation : Executive Director

  2. Details of the BR head
    Sl.No. Particulars Details
    1 DIN (if applicable) Not Applicable
    2 Name Shri T B Negi
    3 Designation General Manager
    4 Telephone number 033 44558060
    5 E-mail id hopdev.calcutta@ucobank.co.in


2. Principle-wise BR Policy/policies

Sr.No. Questions Principles of National Voluntary Guidelines (NVG)
1 2 3 4 5 6 7 8 9
1 Do you have a policy/policies for the said principle? Yes
2 Has the policy being formulated in consultation with the relevant stakeholders? Yes
3 Does the policy conform to any national /international standards? The Business Responsibility Policies of the Bank are generally formulated duly considering the guidelines issued by Government of India, Reserve Bank of India from time to time.
4 Has the policy being approved by the Board? Yes
5 Does the company have a specified committee of the Board/ Director/Official to oversee the implementation of the policy? Yes
6 Indicate the link for the policy to be viewed online? https://www.ucobank.com/about-us
7 Has the policy been formally communicated to all relevant internal and external stakeholders? Yes. The policies relating to the Business Responsibility principles are uploaded on the Bank's website. Stakeholders are kept informed about these policies at the meetings with the relevant internal and external stakeholders groups.
8 Does the company have in-house structure to implement the policy/policies Yes
9 Does the Company have a grievance redressal mechanism related to the policy/policies to address stakeholders' grievances related to the policy/policies? Yes.
10 Has the company carried out independent audit/evaluation of the working of this policy by an internal or external agency? The activities taken up by the Bank under the principles of Business Responsibility are reported to the Board/Top Management for its review/evaluation.

3. Governance related to BR

Indicate the frequency with which the Board of Directors, Committee of the Board or CEO to assess the BR performance of the Company. Within 3-6 months, Annually, More than 1 year Annually
Does the Company publish a BR or a Sustainability Report? What is the hyperlink for viewing this report? How frequently it is published? Bank publishes BR report annually. The hyperlink for viewing the report is https://www.ucobank.com/about us


Principle 1 : Businesses should conduct and govern themselves with Ethics, Transparency and Accountability

The Bank's business policies are woven around the core values of transparency and professionalism. Details of Corporate Governance standards are specified in the ‘Report on Corporate Governance’ section of annual report.

Bank has laid down Code of Conduct for its Directors on the Board and its Core Management that envisages adherence to the highest standards of honest and ethical conduct, including proper and ethical procedures in dealing with actual or apparent conflicts of interest between personal and professional relationships. Board of the Bank framed UCO Bank Officer Employees’ (Conduct) Regulations, 1976 which envisages conduct of the officer employees of the Bank.

Besides the above, the Bank follows primarily the CVC guidelines as contained in the Vigilance Manual issued by the Central Vigilance Commission (Link: http://cvc.nic.in/man04.pdf) in relation to ethics, bribery and corruption.

Bank has put in place a Customer Grievance Redressal Policy, approved by the Board, with an aim to minimise instances of customer complaints and grievances through proper service, delivery and review mechanism and to ensure prompt redressal of customer complaints and grievances. The Policy is made available on Bank’s website.

Customer Service Committee of the Board has been constituted for review of policies in regard to improving customer service and also to examine issues having a bearing on the quality of customer service rendered by the bank.

Further to strengthen the internal Grievance Redressal mechanism of the Bank, Internal Banking Ombudsman (IO) has been appointed by the Bank to examine all the complaints which were rejected or partially accepted by the highest level of Bank’s internal redressal machinery.

Response to principle-wise performance :

Does the policy relating to ethics, bribery and corruption cover only the company? Does it extend to the Group/Joint Ventures/Suppliers/Contractors/NGOs/Others? The policies relating to ethics, bribery and corruption covers the Bank and its employees. Bank does not have subsidiaries or joint ventures.
How many stakeholder complaints have been received in the past financial year and what percentage was satisfactorily resolved by the management? During the financial year 2018-19, 21470 customer complaints were received, out of which (98.31%) were satisfactorily resolved.

Principle 2:Businesses should provide goods and services that are safe and contribute to sustainability throughout their life cycle

Bank has variety of financial products and services for different sectors of the economy whether it is corporate or MSME sector, exports, agriculture, infrastructure or the personal segment. Bank continuously brings in innovation in its products and services for meeting the changing needs of the society and customer preferences by making best use of technology. Few of the measures taken up by the Bank in this direction are as under:

  1. A new Education Loan Scheme “Chief Minister’s B.Ed. Anuprerna Yojna” is introduced to cater the financial needs of students domiciled in the state of Tripura who are pursuing B.Ed. Course.
  2. Bank launched new product on E-Rickshaw i.e. “E-Rickshaw under Mudra Scheme” on 28.06.2018 to encourage trade finance to MSMEs.
  3. Mukhya Mantri Swavalamban Yojana 2018 scheme for “bona fide Himachali” i.e. resident of the state of Himanchal Pradesh was introduced on 28.11.2018.
  4. New scheme “UCO PM Credit Scheme for Power Loom weavers under MUDRA” and UCO PM Credit Scheme for Power Loom Weavers under Stand up India have been launched on 29.11.2018.
  5. Bank tied up with RXIL, one of the players at TReDS platform and is discounting online bill w.e.f. February 2019. A total of 656 bills were purchased amounting to Rs. 35.45 Crore during 05.02.2019 to 31.03.2019 on this platform.
  6. Two new products Motor Accident claim term deposit account and Motor accident claim tribunal SB account are launched for disbursement of compensation amount in a phased manner to the victims of Road accident.
  7. EMV Chip-based cards to customers for more secure transactions have been introduced.
  8. Bank launched “UCO RuPay Utsav Offer” during the period 05.02.2019 to 31.03.2019 to motivate customers and staff members to use Debit cards at PoS and E- commerce to progress towards a digital bank.
  9. Bank’s official Facebook and Twitter pages and YouTube channel has been created to promote digital products of Bank to customers.
  10. UCO Secure Admin portal for customer care cell has been implemented.
  11. Bank has participated in the pilot launch of NCMC (National Common Mobility Cards) by Honourable Prime Minister on 4th March, 2019 for promotion of “One Nation One Card” scheme of Government of India.
  12. ONLINE module for One Time Settlement (OTS) through our Bank’s website for processing of OTS application of any amount.
  13. Bank has enhanced its e-banking solution with introduction of the following new features:
    • Maharastra GRAS Treasury integration for collection of Maharashtra Tax.
    • Transactional E-mail alert to customer’s registered e-mail id.
    • Facility of online transaction to Sukanya Samridhi Yojna through e-banking
    • Nomination facility feature implemented in e- banking for Online FD opened.
    • Nomination facility feature implemented in e-banking for Online FD opened.
    • 21 new colleges/schools have been added in Smarty Pay module for collection of fee/funds.
  14. Bank has come up with the below mentioned newly added services in its mobile banking solution:
    • Introduction of UCO container app- having Mobile Banking, UPI, UCOPay+, mpassbook, UCOsecure together.
    • Cluster app implementation for assistance in recovery efforts
    • New IOS BHIM UCO UPI app released on Apple Store
    • Upgradation of UPI app to UPI 2.0
    • BBPS pre-login implementation with URL https://bbps.ucobank.com
    • Implementation of 15G/15/H, PAN updation, closure of FD/RD

Response to principle-wise performance:

List up to 3 of your products or services whose design has incorporated social or environmental concerns, risks and /or opportunities : Products & Services of the Bank do not pose any risk to the society at large. Rather they would be helpful to the society in providing employment opportunities and economic development of the country. Few loan products are designed to address environmental concerns which include finance to renewable energy (green energy) companies involved in the activities of Wind Mills, Solar Energy etc.
For each such product, provide the following details in respect of resource use (energy, water, raw material etc.) put unit of product (optional) :

i) Reduction during sourcing/production/distribution achieved since the previous year throughout the value chain?


ii) Reduction during usage by consumers (energy, water) has been achieved since the previous year?

Not Applicable

Not Applicable
Does the company have procedures in place for sustainable sourcing (including transportation)? Not Applicable
Has the company taken any steps to procure goods and services from local & small producers, including communities surrounding their place of work? Not Applicable
Does the company have a mechanism to recycle products and waste? If year, that is the percentage of recycling of products and waste (separately as <5%, 5-10%, >10%). Also, provide details thereof, in about 50 words or so. Bank is not a manufacturing unit and the waste generated in its offices is managed by following the procedures for disposal of wastes.

Principle 3: Businesses should promote the well-being of all employees

One of the Vision of UCO Bank is to become a place of pride for its employee. With this vision Bank function and gives utmost importance to its staff members and their wellbeing.

Principal of equality:

During recruitment in Bank’s service merit and competency is the core criteria for selection. All candidates are judged according to merit. In promotion process equal opportunities is being given to all applicants irrespective of caste, creed, gender, race, religion and disability, if any, as per GOI guidelines and laid down policy of the Bank.

Employee Strength:

As on 31st March, 2019, the total count of employees is 23,133 out of which 5,787 are women employees and 485 are persons with disability. It is needless to mention that Bank does not engage child labour or any form of involuntary labour paid or unpaid. We adhere to the Government guidelines issued from time to time.

There is liberty to all employees to be a member of any union or not. However, most of the employees are member of some union.

Employee Benefits and Work Life Balance :

To enact the vision of the bank for its employee, Bank runs several employee welfare schemes. It includes Provident Fund, Gratuity, pension, medical benefits, LTC/LFC, concessionary interest rate advance, higher interest rate on deposits, holiday homes etc., are few to site. In this ordeal it includes both the welfare schemes of employee as well as their family members namely UCO Diamond jubilee Scholarship scheme and Prize Scheme. Besides this Bank has a policy for option provided to lady officer for change of posting to their choice zones for joining spouse/in-laws/parents. These welfare measures specially canteen subsidy, education, medical & hospitalization etc. Besides this Bank along with its staff members celebrate Independence Day, Republic Day, Bank’s foundation Day together.

Working Environment:

Though Bank provides safe, hygienic, humane dignified work place environment to all its employee but specially for lady employees Bank has established Sexual Harassment Redressal Committee as well as Grievance Redressal system for all who have made complain regarding these matters. These measures enable employees to feel safe and secure in discharging their responsibilities at Bank.

Skill and competence upgradation :

Training is a tool to equip the human resources with adequate job knowledge and skill besides shaping their behaviour and attitude. Training need is being assessed and accordingly all the employees are imparted with training at both external Institute and Bank’s training centres. Bank has one Central Staff College situated at Kolkata Salt Lake and 7 Regional Training Centres at Chandigarh, Bhopal, Durgapur, Jaipur, Chennai, Bhubaneswar and Ahmedabad. Besides this, to meet emerging demands or region specific training, locational training is also carried out. This enables the employees to keep their knowledge updated as well as sharpen the skills. Total 17164 numbers of employees have been trained in Financial Year 2018-19.

Principle 4: Businesses should respect the interests of, and be responsive towards all stakeholders, especially those who are disadvantaged, vulnerable and marginalised

Bank builds strong relationship with internal as well as external stakeholders by continuously engaging with them for making informed decisions in enhancing innovation in services offered. Bank at its various levels frequently engages with its stake holders viz Investors and Shareholders, Customers and Clients, Employees, Government and Regulators, Communities and NGOs. To achieve excellence in customer service, Bank has taken up measures like appointment of Relationship Managers, establishment of 24 x 7 Call centre to address any queries of the customers, conducting training programmes to employees and educating customers about various special features associated with the products of the Bank. Bank has developed portals to communicate with the employees and to enrich their knowledge.

Response to principle-wise performance:

Has the company mapped its internal and external stakeholders? Yes
Out of the above, has the company identified the disadvantaged, vulnerable & marginalised stakeholders? Yes
Are there any special initiatives taken by the company to engage with the disadvantaged, vulnerable and marginalised stakeholders. If so, provide details thereof, in about 50 words or so. Several initiatives aiming at economic prosperity of the weaker sections of society viz small and marginal farmers, artisans, scheduled castes and scheduled tribes, distressed farmers indebted to non-institutional lenders, persons with disabilities, minorities etc., are taken through extending fair and equitable portion of credit to these stakeholders within the overall target of Priority Sector.

Principle 5 : Businesses should respect and promote human rights

Bank respects human rights and acts without discrimination duly respecting the dignity of every individual. Bank adopted Fair Practice Code which covers the aspects like good & fair banking practices, transparency in services and products. The recruitment policy of Bank does not allow recruitment/engagement of Child labour, forced labour. Besides this, Bank has Internal Complaints Committee for Redressal of complaints on Sexual Harassment at Head Office level. Bank does not discriminate either staff or customer on the basis of caste, creed, gender or religion and strictly follows the Govt. Guidelines in this matter.

Response to principle-wise performance:

Does the policy of the company on human rights cover only the company or extend to the Group/Joint Ventures/Suppliers/ Contractors/ NGOs/Others? Not Applicable. Bank does not have any subsidiaries.
How many stakeholder complaints have been received in the past financial year and what percent was satisfactorily resolved by the management? Nil

Principle 6: Businesses should respect, protect and make efforts to restore the environment

UCO Bank, with due consideration and consciousness towards protecting the environment, is striving for the use of reducing the waste in all fronts.

All depositors are encouraged to do paperless transactions by using electronic channels such as ATM, E-banking, RTGS/NEFT etc. which greatly reduce the use of paper thereby conserving the nature and greenery. The customers are provided with e-statement and efforts are being made for maximising the use of e-correspondence with all stakeholders thus minimising the use of paper.

While financing those projects which require environmental clearances, bank insists compliance, by borrowers, of all related stipulations in order to protect the environment. Further, the projects that show concern for environment in the form of sustainable development, use of renewable natural resources, waste minimisation and pollution prevention are encouraged.

Bank also involves in the preservation of environment internally by using eco-friendly refrigerant gas in air conditioners, green generators and CFL lights in several of its offices to avoid carbon emissions and radiation. Bank is also exploring the use of solar energy for branches where power failures take place very frequently. Recycled MDF/Particle Boards made of discarded wooden particles are used for the use of bank’s furniture at some locations. In all the new ventures of Bank, rain water harvesting is being undertaken to preserve the ground water level.

Further our Bank is introducing use of Inverters as power back up in place of Generator in Branches/ Offices to prevent pollution caused by the generators.

Response to principle-wise performance:

Does the policy related to Principle 6 cover only the company or extends to the Group/Joint Ventures/Suppliers/Contractors/NGOs/Others. Not Applicable. Bank does not have any subsidiaries.
Does the company have strategies/initiatives to address global environmental issues such as climate change, global warming, etc.? As explained above under Principle 6.
Does the company identify and assess potential environmental risks? As explained above under Principle 6.
Does the company have any project related to Clean Development Mechanism? None
Has the company undertaken any other initiatives on – clean technology, energy efficiency, renewable energy, etc. Not applicable
Are the Emissions/Waste generated by the company within the permissible limits given by CPCB/SPCB for the financial year being reported? Not applicable
Number of show cause/legal notices received from Central pollution control Board/State Pollution Control Board which are pending (i.e. not resolved to satisfaction) as on end of Financial Year. Nil

Principle 7: Businesses, when engaged in influencing public and regulatory policy, should do so in a responsible manner.

Bank designs its products and services within the frame work of the regulatory policy and with the objective to bring in economic development of the country. The Board of the Bank has laid out a Publicity Policy for implementation of the Publicity & PR related activities. It contains the guidelines for popularising the Bank’s Products, Services and Initiatives etc among masses across the Nation.

Response to principle-wise performance:

Is your company a member of any trade and chamber or association? If Yes, Name only those major ones that your business deals with : Bank is a member of Indian Banks’ Association.
Have you advocated / lobbied through above associations for the advancement or improvement of public good? Bank closely works with these associations and gives inputs for the policy makers in evolving economic and financial strategies.

Principle 8 :Businesses should support inclusive growth and equitable development

Bank contributed largely to the objective of bringing the excluded masses under the umbrella of structured banking system with an aim to inculcate saving habit among the people who are so far excluded from the economic mainstream and to cater to the credit needs of people below the poverty line. Bank has so far opened more than 76.43 lakh accounts under the Government of India’s mission mode financial inclusion project “Pradhan Mantri Jan Dhan Yojna” and mobilized Rs.2221.30 Crore with average balance of Rs. 2906.08 in these PMJDY accounts.

Bank took part in the initiative of Government of India in providing micro credit facility to unbanked people of the country through successful implementation of Over Draft Facility to 162721 PMJDY account holders involving aggregate sanctioned amount of Rs. 32.38 Crores.

Working on the government’s theme of providing social security to hitherto unbanked masses, Bank has implemented Insurance and Pension products namely, Pradhan Mantri Jeevan Jyoti Bima Yojna (PMJJBY), Pradhan Mantri Suraksha Bima Yojna (PMJBY), Atal Pension Yojna (APY) through its Branch and BC network. Under PMJBY Scheme, 7.95 lakh subscribers are insured and under PMSBY scheme 15.58 lakh lives are insured. So far a total of 3137 claims are settled under PMJJBY scheme, and 665 claims are settled under PMSBY. Further, total subscribers under Atal Pension Yojna crossed 1.99 lakh till year end.

Bank took part in the Pradhan Mantri Awas Yojana launched by Government of India to extend central assistance for economically weaker section / low income group for acquiring affordable houses. Bank has signed memorandum of understanding with National Housing Bank for implementation of this scheme. Assistance of Rs.1145 lakh is being extended to the eligible borrowers and concession in interest rate @6.5% per annum is being provided upfront to reduce EMI and principal loan amount. Our Bank assisted to 521 beneficiaries to the tune of Rs.1145 lakh upto March, 2019 under the scheme.

Corporate Social Responsibility

Bank has taken several programmes/initiatives as a part of Corporate Social Responsibility. Few of these programmes/initiatives areas under:

  1. In collaboration with Jai Bharat Hockey Club, Kurukshetra Haryana. Our bank has undertaken the responsibility of grooming, nurturing and nourishing the women hockey team in Haryana by contributing financial support. The sole aim is to churn out talents available in rural Haryana.
  2. Bank has extended financial support for providing free of cost Mid –day meal to under privileged children in 2 numbers of Govt school in Jaipur Rajasthan ( Akshay Patra foundation )
  3. Contribution for Everest DV5 Braille Embosser Indian Translator Machine for betterment of the blind students to Netraheen Vikas Sanasthan, Jodhpur
  4. Sanction of Blue Star make Prefabricated walk in cold room for setting up a cold storage unit for preservation and storage of milk to Krishna Balaram Seva Trust.
  5. Distribution of coloured Bed sheets (1500 no.) to Govt. Hospital Alwar, for supporting organization of health camps, assistance to hospital.


Rural Self Employment Institutes (RSETls) established in 27 lead districts across the country and managed by UCO Development Trust under the aegis of UCO Bank are operating with objectives of identifying, training, motivating & facilitating unemployed youth to take up Self Employment with sustainable livelihood. To bring in quality outcome, standardised training infrastructure and inputs are provided with the support of stake holder’s multi diversity. RSETI is a three way partnership between the Ministry of Rural Development, Govt. Of India, the Bank and the State Govt. As per the programme State Government provides land measuring around one acre and MoRD, Govt. of India gives a Grant-in-aid of Rs. 1 .00 Crore for construction of each 'RSETI Building. The cost of training for candidates under BPL/SECC Auto Inclusion list are reimbursed as per revised rule of MoRD, Gol and its stipulations, under flagship programme NRLM of Govt. of India through SRLM. In the modified standard operating procedure reimbursement is linked with settlement percentage and credit linkage percentage.

The details of expenditure for RSETls incurred during the FY 2018-19 re mentioned hereunder;

(A) Revenue Expenditure: Rs. 3,96,54,083.08

The amount is netted with the reimbursement of expenditure claims from NRLM for trainings to BPL/SECC candidates and receivables from KVIC/other agencies)

(B) Capital Expenditure: Rs. 4,77,09,038.92

(The amount is expended against Building Construction of RSETls against the bills raised by architect/ Contractor/agencies)

As stated above, the total amount of expenditure incurred is Rs. 8,73,63,122/- (Rupees Eight Crore Seventy Three Lakh Sixty Three Thousand One Hundred and Twenty Two only) during the FY 2018-19.

Centre for Financial Literacy (CFL)

To explore innovative and participatory approaches to financial literacy, RBI has decided to commission a pilot project for three years and setting up 80 CFLs at block level across nine states with support from Financial Inclusion Fund through NABARD. The pilot project will be implemented by banks in collaboration with NGOs/Agencies identified by RBI. The banks would be responsible for overall governance of the project whereas the identified NGOs will execute the project as per stipulated guidelines in the allotted blocks.

In this regard UCO Bank has been selected as one of the bank to execute the pilot project in collaboration with DHAN Foundation. RBI have allotted five blocks under Bhadrak district and five blocks under Dhenkanal district of Orissa to UCO Bank for setting up of CFL project . UCO Bank has undertaken the CFL project with the objective as follows:

  1. To inculcate the habit of making a household budget and recording financial transaction.
  2. Encourage transaction in savings account and active saving by depositing in bank through Fixed Deposit/Recurring deposits.
  3. Ensure people to borrow from Financial Institutions whenever required.
  4. Create awareness about grievance redress mechanism in banking & Banking Ombudsman. Encourage transaction through electronic means viz. NEFT, RTGS, IMPS, Internet banking, mobile banking, UPI etc.
  5. Encourage people to get Life Insurance and Pension related products.
  6. To facilitate in enhancing Knowledge, Attitude and Behaviour of target community on Product, Process and Protection of Financial Literacy.


In connection to the setting up of CFL budget was allotted for CAPEX and OPEX by RBI through NABAR D wherein UCO bank has to borne 40% of operation expense and 60% will be borne by NABARD. The details of amount remitted to Dhan Foundation for the FY 2018-1 9 for operational expenditure is as follows:

((CFL) OPEX for FY 2018-19




Rs. 65.00  lacs

Rs. 39.00  lacs

Rs. 26.00  lacs


Financial Literacy Awareness Programme (FLAP)

Financial literacy is an important tool for creating demand for financial products. Considering this NABARD imparts financial literacy awareness through banks to different target segments of population. The target group for conducting programmes were newly inducted people in financial system, adults, farmers, school children, senior citizen, SHGs and Entrepreneurs. Programmes will be on digital literacy and safety measures to be adopted while doing e-transaction.

UCO Bank has undertaken the Financial Literacy Awareness Programme (FLAP) with the following objectives which is as follows:

  1. Opening of BSBD accounts, SB, Recurring and Term deposit accounts.
  2. Issuance and activation of Rupay Debit cards and Rupay Kisan cards.
  3. Enrolment for social security schemes viz. PMJJBY, PMSBY and APY.
  4. Encourage transactions through electronics means by registering them for Internet Banking, Mobile Banking, NEFT/RTGS, IMPS, BHIM-UPI, etc.


Grant assistance is provided for conducting FLAP by each rural branches on monthly basis for which prior sanction has to be taken from NABARD and the grant is on reimbursement basis and no advance will be released for the purpose. The structure of grant assistance for FLAP is as follows:

  1. Support of 100% of expenditure or Rs 5000 per programme whichever is less for programmes conducted in J&K, Himachal Pradesh, Uttarakhand, Chattishgarh, Jharkhand and Andaman & Nicobar Islands.
  2. Support of 100% of expenditure or Rs. 6250 per programme, whichever is less, would be available for programmes conducted in North Eastern states.
  3. Support of 60% of the expenditure incurred per programme or, Rs 5000 whichever is less for programmes conducted in all other states apart from the one mentioned above.


For the FY 2018-19 UCO Bank’s expenditure for conducting Financial Literacy Awareness Programmes is as follows:


Total Rural Branches

No. of FLAP conducted (for  FY2018-

Total Expenditure for conducting

Grant received/’II be received   from

UCO Banks contribution




Rs. 362. 94 lacs

Rs. 248. 99 lacs

Rs. 113. 94 lacs


Financial Literacy Centre (FLC)

Financial literacy centres are the building blocks that initiates the financial literacy activities at the ground level. Banks are providing basic infrastructure and strengthening the FLC Eco-system. RBI had issued operational guidelines for conduct of financial literacy camps by FLCs and rural branches of banks.

UCO bank has lead districts spreading over 7 states. Out of these districts 29 FLCs are functioning at present. Financial literacy enables consumers to understand the benefits of formal products and providers and to make choices that fit their needs and represent good value for money. FLC adopts a tailored approach for different target groups viz. Farmers, micro and small entrepreneurs, as school children, SHGs, senior citizens etc. Financial literacy counsellors are heading the Financial literacy centres (FLCs) is the key stakeholder in driving the financial literacy initiatives at the ground level. 29 financial literacy counsellors are working in 7 lead districts of Assam, Bihar, Himachal Pradesh, Rajasthan and Odisha.

The total expenditure towards salary for financial literacy counsellor at FLCs for the FY 2018-19 is as follows:

Sl. No.

No. of Financial Literacy counsellors

Amount paid by UCO Bank (for FY 2018-19)



Rs. 87 lakhs


Response to principle-wise performance:

Does the company have specified programmes/initiatives/projects in pursuit of the policy related to Principle 8? If yes, details thereof. As explained above
Are the programmes/projects undertaken through in-house team/own foundation/external NGO/government structures/any other organization? As explained above
Have you done any impact assessment of your initiative? As explained above
What is your company’s direct contribution to community development projects – Amount in INR and the details of the projects undertaken? As explained above
Have you taken steps to ensure that this community development initiative is successfully adopted by the community? As explained above

Principle 9: Businesses should engage with and provide value to their customers in a responsible manner

Achieving customer delight by understanding their pulse has been the prime objective of the bank. In achieving the same, bank has intently listened to what customers feel about our products, services and our channels.

At the field, the customer facing branch staffs provide the feedback regarding the customer’s responses and opinions regarding our services/products/channels. Customers also provide us feedback on our bank’s website. We compile these feedback and act on the suggestions for improvement immediately. Apart from these, the customers write to us, which also provides a good source of learning their pulse. Our umpteen customer interactions through our call centres serve as rich source of learning regarding customer satisfaction. The bank also conducts regular customer meets.

The bank has a dedicated customer service cell to be available to customers, when they are in need. The bank has a robust Grievance Redressal mechanism for customers. To facilitate timely and efficient disposal of customer complaints, the bank has an integrated Grievances Redressal system called the “Standardized Public grievance Redressal system” (SPGRS). Bank has dedicated team of people who are expediting complaint resolution through their dedicated efforts.

Response to principle-wise performance :

What percentage of customer complaints/consumer cases are pending as on the end of financial year. Only 370 i.e. 1.69% of customer complaints are pending for FY 2018-19
Does the company display product information on the product label, over and above what is mandated as per local laws? Yes/No/NA/Remarks (additional information). Not Applicable
Is there any case filed by any stakeholder against the company regarding unfair trade practices, irresponsible advertising and/or anti-competitive behaviour during the last five years and pending as on end of financial year. If so, provide details thereof, in about 50 words or so. NIL
Did your company carry out any consumer survey/consumer satisfaction trends? Bank obtains feedback on continuous basis about customer’s satisfaction through online customer feedback page and by direct interaction.


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