Frequently Asked Questions - Startups

What is a DBU?
DBUs are specialized branches having paperless banking facility providing end-to-end solution of a customer’s basic banking needs and wants.

What are the minimum services available in the DBU?
DBU is not meant to be a full-fledged bank branch and is only offering a limited set of services DBU’s will be equipped with following banking services: -

• Account Opening Kiosk through Tab, Kiosk with EKYC/Video KYC
• Cash withdrawal through ATM/Cash Recycler (No Manual counters for Cash Transactions
• Cash Deposit through Cash Deposit Machines (No manual counters for Cash Transactions)
• Transfer of funds (through mobile banking/Internet banking/AEPS/NEFT/IMPS support)
• Activation/registration of mobile app/ internet banking
• Customer Complaints/Grievance Handling
• Request for Debit card
• Block Credit / Debit Card
• Unblock Debit card
• Hot listing of debit card/other Channels
• Issuance/processing of Cheque Book request
• Receipt and online processing of Various standing instructions/NACH
• Updating of KYC / other personal details
• Passbook printing
• Customer feedback and Customer survey
• Insurance onboarding for Pradhan Mantri Jeevan Jyoti Bima Yojna (PMJJBY)
• Insurance onboarding for Pradhan Mantri Suraksha Bima Yojna (PMSBY)
• Onboarding of customer for Atal Pension Yojna (APY)
• Jeevan Praman - Life certificate
• Issuance of Digital Kit for customers/online registration facility for Mobile Banking, Internet Banking
• Issuance of Digital Kit for Merchants/Issuance of digital/physical UPI QR Code
• Lead generation for-Retail loans
• Lead generation for-MSME loans
• Government sponsored schemes covered under the Jan Samarth (National Portal 15 Schemes)
• Application for loans for retail and smaller ticket size
• Processing of loans in an End to End manner
• Bill Payment
• Any other Digital Services

What services are presently not available in DBUs?
Teller functionalities, DD facility, encashing of Cheques, services which involves paper/ physical Cash are not available.

What facilities are available immediately on opening the account?
Mobile banking, Internet Banking & all other digital services of the bank which can be availed online.


How long will it take to get debit card or Cheque book at DBU?
Debit card & Cheque book can be issued as per existing process of the Bank.


How do I deposit cash to my account?
Cash can be deposited using cash recycler / cash deposit machine available at the DBU.


How do I withdraw cash from my account?
Cash can be withdrawn using the cash recycler / ATM available in the self-service area of the DBU.


How do I update my passbook?
You can get printed your Passbook at Passbook Printing machine. OR You can use Bank's Mobile Banking/ Passbook application for Account statement OR You can apply for Statement email through Kiosk.


Is a Video KYC facility available at DBU?
Yes, Video KYC facility is available at DBU for opening Savings account.


In case I require any assistance, is there anyone to guide me?
Yes, the Bank's staff are available at DBU during office hours to assist you.


How do I lodge my grievances, if any
Grievances can be lodged digitally through at the DBU.


What services are presently not available in DBUs
Teller functionalities, DD facility, Encashing of Cheques, Services which involves paper/ physical Cash are not available.


Which machine/ kiosk will be available in a DBU for customers to interact?
Machines such as ATM, Cash Recycler, Passbook Printing Kiosks, Multi functional Kiosk Video, Internet banking kiosk, Tabs etc are available for using various services.


Can I open Sukanya Samriddhi or SCSS account in DBU?
Presently, these schemes are not coming under the purview of DBUs. However, it varies from Bank to Bank to provide any such services/ schemes as an additional service.


Can I get DD/PSI at DBU?
No. However, you may visit the nearest branch for availing DD/PSI


Will DBU educate Customers on using different digital products?
Yes, DBUs will offer hands on customer education & digital awareness regarding safe digital practices & how to use Self-service digital banking services


What are the OVDs required for opening SB account?
Pan, Aadhaar & mobile seeded with Aadhaar are required to open SB account. However, it depends on Bank to Bank.


What if I do not have PAN, can I still open an account in DBU?
It depends on bank to bank to require PAN mandatory for opening an account.


Do I have to submit copies of OVDs at DBU?
No Need to submit any physical copies of the OVDs.


What is the Time taken for opening SB account?
SB account opening is instantaneous.


What will be the role of a DBU apart from onboarding customers and providing digital services?
Bank's Staff at DBUs to assist and educate Customers on digital banking products to experience safe & secured banking independently. Staff has to organize Camps for Digital awareness and Cybersecurity awareness.



Whether DBUs involves physical documentations, receipts, slips etc?
As DBU is designed as paperless branch, physical documentation/ receipts/slips are not available in DBUs. The same will be made available through SMS/ Email.




Is the service 24/7?
There are total 3 Zones in DBU. a) Self Service Zone b) Digital Assisted Zone c) Customer Education Zone. Self Service Zone is available for customers 24*7 and remaining zones are available for customers during regular banking working hours.

Can I Transfer Funds in DBU
Online Fund Transfer can be done using various mode like Mobile banking/ Internet banking kiosk.


What is a sandbox?
A sandbox is often mentioned in the context of financial technologies companies or fintechs. It is an enabling infrastructure or interface, which is made available to an outside innovator or fintech by a bank, so that they can test their product and services. The sandbox not only protects the bank's core banking solution (CBS), which is the backbone of a bank or a financial institution, but also allows a CBS kind of interface for testing a product in a scalable manner. This live testing reduces time to market and also allows a room for failure without actually going for a commercial launch.


What is the importance of sandbox?
A few years ago, when fintechs sprouted in the financial services space in payments, lending and advisory services, some were of the view that eventually banks would become irrelevant, or these new technology companies would disrupt the banking business. Today, many large banks are engaging with hundreds of fintechs for servicing their customers better. The success of current partnerships has come about as these Fintechs first created a commercially successful product, and then banks accepted them. However, there are many new fintech companies around, who have innovative products, but they want to test it with banks initially to assess the success. A sandbox kind of environment would allow this to happen in a seamless manner.


What is the focus of Regulatory Sandbox?
The focus of the RS will be to encourage innovations where

• There is absence of governing regulations;
• There is a need to temporarily ease regulations for enabling the proposed innovation;
• The proposed innovation shows promise of easing/effecting delivery of financial services in a significant way.

What is a Regulatory Framework?
Globally, there are regulators that have allowed sandbox interface to innovators by allowing banks and financial institutions to share customer data with them in a secure environment. The RBI recently said that it would be shortly allowing sandbox in India by creating a regulatory and supervisory framework for the banks and institutions. A regulatory relief would encourage a good ecosystem for fintechs to test their products live with the customers and also address the security concerns of bankers. Once approved, these products would go live for customers.




List of negative list of products/services/technology which may not be accepted for testing

• Credit registry
• Credit information
• Cryptocurrency/Crypto assets services
• Trading/investing/settling in crypto assets
• Initial Coin Offerings, etc.
• Chain marketing services
• Any product/services which have been banned by the regulators/Government of India

Fit and Proper Criteria for Selection of Participants in RS

(a) The entity should be a company incorporated and registered in India and shall meet the criteria of a start-up as per Govt. of India, DIPP Notification No. G.S.R. 364(E) dated April 11, 2018 .

(b) The entity shall have a minimum net worth of Rs.50 lakh as per its latest audited balance sheet.

(c) The promoter(s)/director(s) of the entity are fit and proper as per the criteria enumerated in Annex I. A declaration and undertaking shall be obtained to this effect as per Annex II.

(d) The conduct of the bank accounts of the entity as well its promoters/directors should be satisfactory. An entity shall be considered as a Start-up:

(i) Up to a period of seven years from the date of its incorporation/registration.

(ii) Turnover of the entity for any of the financial years since incorporation/registration has not exceeded Rs.25 crore

(iii) Entity is working towards innovation, development or improvement of products or processes or services. Draft Enabling Framework for Regulatory Sandbox 7

(e) A satisfactory CIBIL or equivalent credit score of the promoter(s)/director(s)/ entity is required.

(f) Applicants should demonstrate that their products/services are technologically ready for deployment in the broader market.

(g) The entity must demonstrate arrangements to ensure compliance with the existing regulations/laws on consumer data protection and privacy.

(h) There should be adequate safeguards built in its IT systems to ensure that it is protected against unauthorized access, alteration, destruction, disclosure or dissemination of records and data.

(i) The entity should have robust IT infrastructure and managerial resources. The IT systems used for end-to-end sandbox processing will be checked by the RBI to ensure end-to-end integrity of information processing by the entities concerned.


What are the concerns for sandbox?
The customer's privacy and data protection are some of the key issues when it comes to sandbox. The customer's data is very important, and any leakages not only mean a loss of reputation but can also result in lawsuits for the bank or financial institution. The security is yet another concern as banks are exposing their systems to start-ups or innovators, which are not regulated by any entity. These start-ups may or may not survive tomorrow, so the question is who will ensure the safety of the data?