It appears to us that the present state of regulations on thesubject of locker management is inadequate and muddled. Each
bank is following its own set of procedures and there is no
uniformity in the rules. Further, going by their stand before the
consumer fora, it seems that the banks are under the mistaken
impression that not having knowledge of the contents of the
locker exempts them from liability for failing to secure the lockers
in themselves as well. In as much as we are the highest Court of
the country, we cannot allow the litigation between the bank and
locker holders to continue in this vein. This will lead to a state of
anarchy wherein the banks will routinely commit lapses in proper
management of the lockers, leaving it to the hapless customers to
bear the costs. Hence, we find it imperative that this Court lays
down certain principles which will ensure that the banks follow
due diligence in operating their locker facilities, until the
issuance of comprehensive guidelines in this regard.
12. Thus, we emphasize that irrespective of the value of the
articles placed inside the locker, the bank is under a separate
obligation to ensure that proper procedures are followed while
allotting and operating the lockers:
(a) This includes maintenance of a locker register and
locker key register.
(b) The locker register shall be consistently updated in
case of any change in allotment.
(c) The bank shall notify the original locker holder
prior to any changes in the allotment of the locker,
and give them reasonable opportunity to withdraw the
articles deposited by them if they so wish.
(d) Banks may consider utilizing appropriate
technologies, such as blockchain technology which is
meant for creating digital ledger for this purpose.
(e) The custodian of the bank shall additionally
maintain a record of access to the lockers, containing
details of all the parties who have accessed the lockers
and the date and time on which they were opened and
closed.
(f) The bank employees are also obligated to check
whether the lockers are properly closed on a regular
basis. If the same is not done, the locker must be
immediately closed and the locker holder shall be
promptly intimated so that they may verify any
resulting discrepancy in the contents of the locker.
(g) The concerned staff shall also check that the keys
to the locker are in proper condition.
(h) In case the lockers are being operated through an
electronic system, the bank shall take reasonable
steps to ensure that the system is protected against
hacking or any breach of security.
(i) The customers’ personal data, including their
biometric data, cannot be shared with third parties
without their consent. The relevant rules under the
Information Technology Act, 2000 will be applicable in
this regard.
(j) The bank has the power to break open the locker
only in accordance with the relevant laws and RBI
regulations, if any. Breaking open of the locker in a
manner other than that prescribed under law is an
illegal act which amounts to gross deficiency of service
on the part of the bank as a service provider.
(k) Due notice in writing shall be given to the locker
holder at a reasonable time prior to the breaking open
of the locker. Moreover, the locker shall be broken
open only in the presence of authorized officials and
an independent witness after giving due notice to the
locker holder. The bank must prepare a detailed
inventory of any articles found inside the locker, after
the locker is opened, and make a separate entry in the
locker register, before returning them to the locker
holder. The locker holder’s signature should be
obtained upon the receipt of such inventory so as to
avoid any dispute in the future.
(l) The bank must undertake proper verification
procedures to ensure that no unauthorized party gains
access to the locker. In case the locker remains
inoperative for a long period of time, and the locker
holder cannot be located, the banks shall transfer the
contents of the locker to their nominees/legal heirs or
dispose of the articles in a transparent manner, in
accordance with the directions issued by the RBI in
this regard.
(m) The banks shall also take necessary steps to
ensure that the space in which the locker facility is
located is adequately guarded at all times.
(n) A copy of the locker hiring agreement, containing
the relevant terms and conditions, shall be given to the
customer at the time of allotment of the locker so that
they are intimated of their rights and responsibilities.
(o) The bank cannot contract out of the minimum
standard of care with respect to maintaining the safety
of the lockers as outlined supra.
REPORTABLE
IN THE SUPREME COURT OF INDIA
CIVIL APPELLATE JURISDICTION
CIVIL APPEAL NO. 3966 OF 2010
Amitabha Dasgupta Vs United Bank of India
Author: MOHAN M. SHANTANAGOUDAR, J.
Dated: FEBRUARY 19, 2021
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