(1). Duplicate Passbook shall be issued only at HOs for the accounts standing in the same HO and its SOs/BOs. Application form shall be accepted only at the office where the account stands.

(2). If passbook of depositor is lost or destroyed, he/she will make an application in the prescribed form (Specimen given at Appendix-XX) along with the fee of Rs 50/- + 18% GST or by cash or by transfer from Savings Account. The fee is to be collected by the Counter Assistant using HGCHRG menu in Finacle. If the account opened is a Joint A account, all the joint holders have to sign on the application. If one of the depositors is deceased, the surviving depositor has to attach death certificate of deceased depositor with the application.

The Postmaster after tracing the account number in Finacle CBS Application should check the signature(s) on application with the specimen available in Finacle CBS by using IES menu and thoroughly satisfy himself as to the genuine character of the application. In cases where there is any doubt as to the identity of the applicant, the Postmaster should ask the person(s) presenting the application to get him/them identified through any one of the modes prescribed for introduction of the depositor at the time of opening the account in order to satisfy himself as to his/her/their identity. When the Postmaster is satisfied as to the bonafide of the application, he should write on it a remark to that effect.

(3) If any application is received at SO for issue of duplicate Passbook, SO should examine the application in the same manner as prescribed for HO and it should be sent to HO duly recommended after making entering into a register. HO on receipt of application should enter the request in the register of issue of duplicate passbooks to be maintained in manuscript and prepare the Passbook. HO will make entry of date of duplicate Passbook sent to SO in the register and send duplicate passbook to SO duly entered in SO Slip. Application for issue of Duplicate Passbook and other documents if any should be preserved in a Guard File in HO. On receipt of duplicate Passbook from HO, SO will enter the date of receipt in register and deliver passbook to customer under receipt in the register.

(4). In the case of account opened at a branch office, if the application for the duplicate passbook is received direct by the Account office, it should be sent immediately to the branch office concerned for verification of particulars and if the Passbook is not lying in BO, the branch office should, while sending the report, indicate the balance in the account as per branch office S.B. Journal/RICT-CBS App and also confirm that the passbook in question is not lying undelivered at the office. If the application is received at the branch office, the application should be sent to Head/account office with the above information.

Note 1: - Submission of copy of FIR or copy of non-traceability certificate is not required for issue of Duplicate Passbook / Certificates.

Note 2: - The Postmaster may grant exemption from the payment of fee for issue of duplicate passbook if the passbook has been spoiled or lost or destroyed under circumstances beyond the control of the depositor(s).

Exception :- In case relating to savings bank frauds when a passbook is either seized by the police or is produced before a court of law or is retained for enquiry and is expected to be required for a long time for the purpose, a duplicate passbook may be issued under the orders of the Senior Superintendent/ Superintendent of Post offices or of 1st Class Postmaster, free of cost, if the depositor complains of hardship and the depositor himself is not involved in the fraud. In the duplicate passbook which will show the balance according to Finacle CBS Application, a remark regarding the difference between the account balance and that found in the original passbook should be made below the entry of the balance under the dated signature of the PM/SPM. The receipt for passbook in form SB-28 given to the depositor when the original passbook was taken from him should be secured in return for the duplicate passbook and pasted to the office copy of the receipt. When the balance in the passbook is restored under the sanction of the competent authority as mentioned in relevant rule, the original remark regarding the difference in balance should be cancelled under the dated signature of the PM/SPM. In such cases the original passbook should bear a note signed by investigating officer or the Magistrate, as the case may be, to the effect that duplicate passbook has been issued and that no transaction will be allowed in the original. After the decision of the court or the police, the original passbook should be obtained and treated as cancelled and sent to the Control Organisation. In order to watch the receipt of the passbook from the Police or Court a manuscript register should be maintained in each office.