Central Information Commission
Kishori Lal vs Punjab National Bank on 28 March, 2025
के ीय सूचना आयोग
Central Information Commission
बाबा गं गनाथ माग,मुिनरका
Baba Gangnath Marg, Munirka
नई िद ी, New Delhi - 110067
िशकायत सं ा / Complaint No. CIC/PNBNK/C/2023/147369 +
CIC/PNBNK/C/2023/147286
Kishori Lal ...िशकायतकता/Complainant
VERSUS
बनाम
CPIO: Punjab National Bank,
Solan ... ितवादीगण /Respondents
Relevant dates emerging from the complaints:
Sl. No. Complaint Date of Date of Date of Date of Date of
No. RTI CPIO's First FAA's Complaint
Application Reply Appeal Order
1. 147369 28.08.2023 Not on Not on Not on 05.12.2023
record record record
2. 147286 21.08.2023 Not on Not on Not on 04.12.2023
record record record
The instant set of complaints have been clubbed for decision as these relate to the
same subject matter.
Date of Interim Decision: 16.12.2024
Date of Final Decision: 27.03.2025
CORAM:
Hon'ble Commissioner
_ANANDI RAMALINGAM
ORDER
Complaint No. CIC/PNBNK/C/2023/147369
1. The Complainant filed an RTI application dated 28.08.2023 seeking information on the following points:
Page 1 of 5 PNB Met Life Policy No. 22603971. Clint ID No. 553****36 for the period 7/7/2018 to 6/7/2023 in name of applicant Kishori Lal son of Late Sh. Sunder Singh
(i) Provide the attested photocopy of PNB Met Life Policy No. 22603971. Clint ID No. 553****36 for the period 7/7/2018 to 6/7/2023
(ii) You got sign of applicant on a Form/document on 25 August 2023. Please provide Copy of Same.
(iii) You already taken copy of Aadhar Card, PAN Card, Front page of Pass book with pass port size photo graph in July 2023 from applicant with policy bond but again taken copy of Aadhar Card, PAN Card, Front page of Pass book in August 2023 from applicant & taken his photo and got his sign on Form. Please inform the reason behind taken above said taken document & got signing Form in August 2023 from applicant.
1.1. Having not received any response from the CPIO, the Complainant approached the Commission with the instant Complaint dated 05.12.2023.
Complaint No. CIC/PNBNK/C/2023/147286
2. The Complainant filed an RTI application dated 21.08.2023 seeking information on the following points:
PNB Met Life Policy No. 22603971. Clint ID No. 553****36 for the period 7/7/2018 to 6/7/2023 in name of applicant Kishori Lal son of Late Sh. Sunder Singh
(i) Kindly inform why the amount payable under above said policy not paid to applicant up to now.
(ii) Is there is any defect in above said policy, kindly inform the same if any.
(iii) How many persons (inform name with address) are pending for payment under above such policy who got deposited amount in above such policy through your branch/PNB Nahan.Page 2 of 5
2.1. Having not received any response from the CPIO, the Complainant approached the Commission with the instant Complaint dated 04.12.2023.
3. The Complainant and on behalf of the respondent Shri Abhishek, Chief Manager, attended the hearing through video conference.
4. The Complainant inter alia submitted that he had not received any response to his RTI applications, so far.
5. The respondent while defending their case inter alia submitted that an amount of Rs. 7.5 lakhs has been paid to the complainant through Nahari Branch towards his Met Life policy. However, in terms of non-response to the RTI applications, the representative of the CPIO failed to explain as to why no reply had been given to the complainant, so far.
Interim Decision 16.12.2024:
6. The Commission after adverting to the facts and circumstances of the case, hearing both parties and perusal of records, observes that no reply has been given to the complainant till the date of hearing, despite having received the RTI application along with the hearing notice sent by the Commission. In view of this, and Shri Ravindra Singh, CPIO in having clearly failed to adhere to the stipulations contained in the RTI Act and for not bothering to explain the omission through any written or oral submissions during the hearing, is now directed to send a proper written explanation to the Commission for not responding to the instant RTI Application(s) within the stipulated time frame of the RTI Act. The written explanation of the CPIO shall be sent to the Commission both through post and via uploading on http://dsscic.nic.in/online-link-paper-compliance/add within 15 days of the receipt of this order. Accordingly, the final decision in the complaints are reserved. Final Decision:
7. In compliance of the show-cause notices issued vide order dated 16.12.2024 by the Commission, the respondent furnished the following written explanations on 04.01.2025:
"In reference to the captioned complaint of Sh. Kishori Lal we would like to inform that as per our record we have not received RTI application dated Page 3 of 5 21.08.2023 and 28.08.2023 of Sh. Kishori Lal through concerned branch. As soon as the matter came into our notice through customer complaint/ appeal, we have provided the information sought by the applicant received from M/S PNB MetLife Insurance Company vide our letter dated 04.01.2025, copy of which is enclosed. In this regard we have issue strict advisory not only to the concerned branch but all the branches of our circle for adhering to the guidelines of RTI Act 2005 and forwarding the RTIs received at branch within stipulated time to the CPIO. We sincerely apologize for the inconvenience caused to Sh. Kishori Lal and we further assure you that in future no such incident would happen again."
Further, the CPIO furnished the following reply in CIC/PNBNK/C/2023/147286:
"1. Customer had placed a surrender request on 04.09.2023 and the refund of Rs. 771007.54 was credited on 12.09.2023 in customer's PNB bank account xxxxxxxxxxx6877 via UTRN CITIN23423054960
2. There is no defect in the policy, as the customer has applied the policy and paid 5 regular premiums from 2018 to 2022 of Rs. 1,50,000 each (total 7,50,000)
3. PNB Metlife has informed that PNB MetLif India Insurance Company ('the Company') cannot share /disclose the identity/personal details, address, name or any other personal data belonging to the customers of the Company. pertaining to any branch or location, with any third party or any person or organisation without the due consent of the Policy Holder. Any unauthorised sharing of data shall amount to data privacy breach and will be in violation of the processes, policies and applicable laws. Hence, the information cannot be provided."
The CPIO furnished the following reply in CIC/PNBNK/C/2023/147369:
"1. Policy copy attached
2. Copy of application form and customer declaration form are attached
3. PNB MetLife has informed that they require a customer request form along with KYC and bank details for all financial requests as financial requests are related to customers' funds hence taking requests ensures that the request is placed by Page 4 of 5 policyholders only and refunds are getting credited in the customer's latest account."
In view of the above action taken by the CPIO with respect to issuing advisory to the concerned branch and the CPIO having provided the requisite information to the complainant, the Commission finds no substantial ground to initiate action against the CPIO. Besides, there appears to be no mala fide intention on the part of the CPIO and the explanations submitted by the CPIO in response to the show cause notice are found satisfactory. Accordingly, the show cause notices issued to the CPIO are hereby dropped and the complaints are closed.
Copy of the decision be provided free of cost to the parties.
Sd/-
(Anandi Ramalingam) (आनंदी रामिलंगम) Information Commissioner (सूचना आयु ) िदनांक/Date: 27.03.2025 Authenticated true copy Sharad Kumar (शरद कुमार) Dy. Registrar (उप पंजीयक) 011-26180514 Addresses of the parties:
1. The CPIO, Punjab National Bank, C/o PNB Circle Office Solan, Shandil Niwas, Near Baba Balak Nath Mandir, Solan - 173212
2. Kishori Lal Page 5 of 5 Recomendation(s) to PA under section 25(5) of the RTI Act, 2005:-
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