JAIIB · Principles & Practices of Banking · Module A — General Banking Operations
JAIIB PPB Unit 17 — Customer Service Guidelines: Free MCQs with Explanations
By Swarnakshi Jha (ex-banker) · Updated 2 November 2026 · Paper 2 of the November 2026 cycle (22 November 2026)
This page is a free slice of our JAIIB PPB question bank for Unit 17 — Customer Service Guidelines (Module A — General Banking Operations). The Mock Centre holds 53 questions on this unit alone, every one with a why-right / why-wrong explanation; below are the facts examiners keep returning to, five of those questions to try, and the traps that cost marks.
PPB · Module A53 MCQs in the Mock Centre5 free belowPaper on 22 November 2026
Law update, November 2026. Watch the date: the 2017 framework (3 working days) applies till 31 December 2026. From 1 January 2027 the new RBI directions give zero liability for a third-party breach reported within 5 CALENDAR days, with the bank having to prove any customer negligence. These slabs stay in force till 31 December 2026. From 1 January 2027 the slab table goes: a third-party breach reported within 5 calendar days carries zero liability, and small losses (up to ₹50,000) caused by the customer's own negligence get relief of 85% of the net loss, capped at ₹25,000. Valid till 31 December 2026; replaced from 1 January 2027 by the zero-liability-within-5-calendar-days rule (see Q22).
5 free practice questions — tap an option
Five basic questions from this unit. Answers lock on the first tap, exactly as in the exam, and a short explanation opens underneath. The Mock Centre adds the moderate and tough questions, why every other option is wrong, the concept capsule and the exam tip — with your score and revision dates tracked.
Question 1 of 5
'Customer service' correctly means:
Why (b): Customer service is the whole experience — prompt, courteous and fair service at every channel (branch, ATM, phone, digital), from first contact to grievance redress — not any single function.
Question 2 of 5
Branches must remain open for public business at least:
Why (b): Branches must remain open for public business at least 4 HOURS on working days — the statutory minimum service window.
Question 3 of 5
An 'Enquiry'/'May I Help You' counter is required at:
Why (b): Every branch (barring very small ones) should have an 'Enquiry' or 'May I Help You' counter near the entrance to guide customers.
Question 4 of 5
Talking ATMs for the visually impaired must have:
Why (b): Talking ATMs for the visually impaired must have BRAILLE KEYPADS — plus audio jack and voice guidance, the accessibility standard.
Question 5 of 5
On receiving a depositor's no-TDS declaration (Form 15G/15H; Form 121 from tax year 2026-27), the bank must:
Why (b): The bank must acknowledge each declaration received and report it in its TDS statements; it then pays interest without deducting tax.
Law update, November 2026: Under the Income-tax Rules, 2026, Form 121 replaces Forms 15G and 15H from tax year 2026-27.
0 of 5 answered.
Traps in this unit
Confusable A
Confusable B
The difference
5 free (own ATM)
3 free (other, metro)
The two free-transaction counts
Zero liability (3 days)
Limited liability (4–7 days)
Reporting windows and outcomes
Practise all 53 questions on Unit 17. The free demo opens a slice of every subject with the same explanations; the PPB Online-only pass unlocks all 3,200+ PPB questions, the full and module mocks, Smart Revision and the Readiness Score for 18 months (₹1,299). Not sure where you stand? Sit the free 120-question mock first (all four papers, questions drawn from pages like this one, real exam screen).
Independent study aid — not affiliated with, endorsed by, or sponsored by the Indian Institute of Banking & Finance (IIBF). Exam pattern, dates, fees and passing criteria are set by IIBF — always confirm the current rules at iibf.org.in. Regulatory figures verified as of November 2026; verify from official sources before relying on them in practice.
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