JAIIB → PPB → Module B

Customer Service & Legal Framework

Understand the legal framework governing banking — negotiable instruments, paying & collecting bank responsibilities, financial inclusion, customer rights, grievance redressal, and consumer protection laws.

10 Chapters PPB Paper 2

12Chapter 12: Payment and Collection of Cheques and Other Negotiable Instruments→ 13Chapter 13: Responsibility of Paying Bank→ 14Chapter 14: Responsibility of Collecting Bank→ 15Chapter 15: Ancillary Services→ 16Chapter 16: Financial Inclusion and Financial Literacy→ 17Chapter 17: Customer Service Guidelines→ 18Chapter 18: Duties and Rights of a Banker and Customer Rights→ 19Chapter 19: Grievance Redressal and RBI Integrated Ombudsman Scheme 2021→ 20Chapter 20: The Consumer Protection Act, 2019→ 21Chapter 21: The Right to Information Act, 2005→

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