Quick Summary
Reserve Bank of India (RBI) has, from time to time, emphasised that banks must communicate with customers in their preferred language to ensure clarity and convenience. RBI's Master Circular on Customer Service in Banks states, inter alia, that all customer-facing materials at the branches of Schedu
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FAQ :
Banks must make all customer-facing materials and communications available in Hindi, English, and the concerned regional language.
The Reserve Bank - Integrated Ombudsman Scheme (RB-IOS), 2021, offers a free platform for resolving complaints against RBI-regulated entities concerning service deficiencies if not addressed by the bank within the set timeframe.
The government uses the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) portal, which includes a feedback call centre to assess citizen satisfaction after grievance disposal.
The RBI's toll-free Contact Centre (14448) provides information on grievance redressal, assistance with filing complaints, and updates on existing cases. It's available 24/7 via IVRS, with personnel support from 8 am to 10 pm, Monday to Saturday, in Hindi, English, and ten regional languages.
This information was provided by the Minister of State in the Ministry of Finance, Shri Pankaj Chaudhary, in a written reply in the Rajya Sabha.
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